Please alleviate concerns with Genesis Dealer Network

[Peter2021]

I am seriously considering the purchase of a G80. There is no question that the G80 and all other Genesis vehicles present an exceptional value. However, the Genesis dealer network is cause for serious concern. JD Powers in November, 2021 ranked the Genesis dealer network as the worse luxury car dealer network in the United States based on surveys of Genesis owners. I have found first hand that the dealer network is highly uneven in northern California where I live. There is the exceptional dealer too far away from me and the closer dealers that create serious concern about service. Reviews of those dealers are terrible. I live 45 minutes to one hour away from the nearest Genesis dealer which is actually within the 25 mile radius for Concierge Service. It would take me one hour to drive each way to my nearest Genesis dealer because of traffic. There are numerous posts that indicate that the Concierge service is uneven and unreliable. My nearest Genesis dealer is a major Hyundai dealership with a mass market mediocre showroom that would never be allowed by Lexus, BMW, or other high end brands. And, then there is a published statistic that Genesis sedans are currently sitting at dealer lots for an average of 96 days before being sold - even now during the supply shortage. Hyundai will not accept any consumer special order for the Genesis because of the numerous unsold Genesis sedans currently available.

All of the above makes me wonder whether Hyundai is really serious about supporting the Genesis product line. The dealer network is highly uneven with too many Genesis dealers who view the Genesis as an afterthought to the Hyundai vehicles. Worse, Genesis corporate has done nothing and appears to have no interest in doing anything in the future to provide a dealer network equal to the level of service provided by Lexus, BMW, or Mercedes. I would be interested to know if anyone can make a compelling argument to buy a new Genesis when JD Powers ranks the dealer network at the very bottom of all brands of vehicles.

 

[Richard Mississauga]

So let me understand..... you are willing to make a major purchase decision based solely on internet postings and surveys?

There are many posts on all car forums, including this one, that says that their dealers suck. ALL car forums. People don't come to forums like this to throw compliments. They are more likely to come to vent.

Having said that, there really is no "Genesis dealer network" of any size. There are Hyundai dealerships that service Genesis vehicles. So it is understandable that the Genesis brand is not given priority - what would you do if 80 - 90% of your business came from one source?

I am not justifying this. It is true that Hyundai should be creating and supporting a stand alone Genesis dealership. There are good Hyundai dealers and there are bad Hyundai dealers. Your area may have one or the other or both. However, even if there was a large, well supported exclusive Genesis dealer network, there would still be good dealers and bad dealers.

Spend your money where you feel comfortable. As Abraham Lincoln once said: "Don't believe everything you read on the Internet."

 

[BadTrainDriver]

I purchased a 2019 Genesis G70 because I fell in love with it after a single test drive. I also test drove a 2019 BMW M340i X Drive, that was not as well equipped, yet still cost $12,000 more than the Genesis. I knew I would be getting "less" with the Genesis, one would be crazy to not think the same. The lack of Genesis's dealership network is part of what I lost. Would I make the same decision again? Yes. I absolutely would. I'm actually waiting for my GV70 to be build as we speak.

 

[ultra63]

Buying a Genesis is like shopping at Walmart. Walmart may have what you want but isn't an upscale experience

 

[EdP]

I am seriously considering the purchase of a G80. There is no question that the G80 and all other Genesis vehicles present an exceptional value. However, the Genesis dealer network is cause for serious concern. JD Powers in November, 2021 ranked the Genesis dealer network as the worse luxury car dealer network in the United States based on surveys of Genesis owners. I have found first hand that the dealer network is highly uneven in northern California where I live. There is the exceptional dealer too far away from me and the closer dealers that create serious concern about service. Reviews of those dealers are terrible. I live 45 minutes to one hour away from the nearest Genesis dealer which is actually within the 25 mile radius for Concierge Service. It would take me one hour to drive each way to my nearest Genesis dealer because of traffic. There are numerous posts that indicate that the Concierge service is uneven and unreliable. My nearest Genesis dealer is a major Hyundai dealership with a mass market mediocre showroom that would never be allowed by Lexus, BMW, or other high end brands. And, then there is a published statistic that Genesis sedans are currently sitting at dealer lots for an average of 96 days before being sold - even now during the supply shortage. Hyundai will not accept any consumer special order for the Genesis because of the numerous unsold Genesis sedans currently available.

All of the above makes me wonder whether Hyundai is really serious about supporting the Genesis product line. The dealer network is highly uneven with too many Genesis dealers who view the Genesis as an afterthought to the Hyundai vehicles. Worse, Genesis corporate has done nothing and appears to have no interest in doing anything in the future to provide a dealer network equal to the level of service provided by Lexus, BMW, or Mercedes. I would be interested to know if anyone can make a compelling argument to buy a new Genesis when JD Powers ranks the dealer network at the very bottom of all brands of vehicles.

There are legal reasons why Genesis has not been able to build stand alone dealers. It has been discussed at length in the past.

Yes, there have been some bad stories here but also some good ones. I bought my first Genesis in MA, my second in CT and now have moved to FL where I get service. All three have decent facilities, trained Genesis service techs, do concierge, and everything you expect.

Forget the overall story, do check out the dealer you will be using. My experience with my dealer does not change what other people will see from theirs. The truly poor service someone a thousand miles away is getting does not affect the good service I get. Stop in at the waiting area of the dealer and talk to the people there.

 

[airjammer]

I bought a 2022 g70 and besides the purchase service which I drove 5 hours away to buy the vehicle, every other experience has been poor as far as the dealerships go. Closest dealership to me won’t schedule a 6k service after 12:30pm no matter what day and doesn’t offer concierge or loaners. The 2nd closest lost my information and didn’t pick up my car on Wednesday..rescheduled to pick up today…they didn’t…and now scheduled to pick it up tomorrow at 10am..we shall see. I already told them if I can find a suitable replacement, the car won’t be with me another month. Just a total S#%^ show all around.

I had a 2010 genesis coupe and it was a absolutely perfect car. Never had a single thing fail on it other than a battery and a radiator that road debris took out. The g70 in the first 6k miles had several WTH instances already. I don’t know if the g80 has the same transmission as the g70 but if it does it’s only a matter of time before you get a very annoying jerky hard downshift.

The car is phenomenal to drive it just sucks they didn’t keep the xf transmission.

 

[ViperJeff]

Genesis service quality varies dramatically. In center-west Miami, Doral Genesis offers decent service whereas my nearest dealer, Kendall Genesis is just awful. Today will be day 5 in the shop without a loaner for an intermittent a/c issue. Genesis losses a lot of potential for repeat buying due to service shortcoming. It is not a Lexus experience to buy nor service. Also, my sunroof will not close (takes two people to work switch and push it closed) and I suspect there will be a recall for this issue (parts rusted out). New one on order with an unknown delivery date.

 

[SuperKing]

I guess I'll have my first taste of Genesis service next year. If it's not great, at least I'll only have to deal with it once a year for an oil change. Every Hyundai I've had has been low maintenance, nothing but oil changes and occasional alignment and some warranty work.

2011 Sonata Turbo - Oil changes and occasionally the wastegate would get stuck open and wouldn't build boost. I don't fault Hyundai for this as this will happen on any turbo car.

2015 Genesis - Oil changes and swapped out the shifter because the faux metal wore through from resting my hand on it.

2018 Ioniq Hybrid - 3 oil changes so far, no other issues.

2020 G90 - Too soon, only had it 3 months but from the service history, in 5000 km, they only changed the oil and changed the battery because it was sitting on the lot for 2 years.

I don't expect to be dealing with the dealership too often so service isn't at the top of my priority list. It's not my usual dealership since they're not an authorized Genesis dealer but I hope they're as good as my previous dealer. Non Genesis dealers can't service Genesis cars for some reason, my friend who is the service manager there can't look anything up on their systems. If they could, it'd be a no brainer, I'd take my car to a place I'm used to.

 

[csu87]

fwiw, ive yet to have a bad experience with Genesis. From shopping for a g70 in Tampa area, the couple dealerships in denver, and ultimately where i purchased in tulsa ok, to service with a dealer in denver. My closest dealer is ~45 miles away, ~1hr drive no traffic, and for both of my oil changes, they have come and picked up the car, left me with a new g90 the 1st time and a new g80 the 2nd time at my house, and brought my car back to where ever i was when it was done (a restaurant the 1st time, work the 2nd)

for every bad genesis story, there is also a good one.

I also have experience with BMW, Audi, Ford, Chevy and Dodge/Ram dealerships, and Ive had good and bad experience with them. last time i had my BMW in for service, I had to uber from the dealership because they wouldnt drive me the 1 mile home. That was the final straw with the BMW, along with the tons of issues I had once it was outside of warranty, and why I sold it and picked up the G70.

 

[YEH]

1. There are some nice Hyundai dealerships - premium, but not quite lux grade.

2. There are already a handful of standalone Genesis dealerships and in about 2 years time, there should be a network of around 150 standalone stores.

The others (presumably smaller volume dealerships) are required to build a separate showroom for Genesis, but will share the same lot with the Hyundai dealership.

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[Trixie86]

I am seriously considering the purchase of a G80. There is no question that the G80 and all other Genesis vehicles present an exceptional value. However, the Genesis dealer network is cause for serious concern. JD Powers in November, 2021 ranked the Genesis dealer network as the worse luxury car dealer network in the United States based on surveys of Genesis owners. I have found first hand that the dealer network is highly uneven in northern California where I live. There is the exceptional dealer too far away from me and the closer dealers that create serious concern about service. Reviews of those dealers are terrible. I live 45 minutes to one hour away from the nearest Genesis dealer which is actually within the 25 mile radius for Concierge Service. It would take me one hour to drive each way to my nearest Genesis dealer because of traffic. There are numerous posts that indicate that the Concierge service is uneven and unreliable. My nearest Genesis dealer is a major Hyundai dealership with a mass market mediocre showroom that would never be allowed by Lexus, BMW, or other high end brands. And, then there is a published statistic that Genesis sedans are currently sitting at dealer lots for an average of 96 days before being sold - even now during the supply shortage. Hyundai will not accept any consumer special order for the Genesis because of the numerous unsold Genesis sedans currently available.

All of the above makes me wonder whether Hyundai is really serious about supporting the Genesis product line. The dealer network is highly uneven with too many Genesis dealers who view the Genesis as an afterthought to the Hyundai vehicles. Worse, Genesis corporate has done nothing and appears to have no interest in doing anything in the future to provide a dealer network equal to the level of service provided by Lexus, BMW, or Mercedes. I would be interested to know if anyone can make a compelling argument to buy a new Genesis when JD Powers ranks the dealer network at the very bottom of all brands of vehicles.

Real happy with my 20 G80 Sport and the dealership I bought it from in Chicago. I am fortunate to live 15 minutes away. Only had 1 oil change in Mar 21 and the experience was great except no loaner. They picked up car and returned in 2 hours. Used full synthetic oil which was a pleasant surprise.

 

[vin0770]

fwiw, ive yet to have a bad experience with Genesis. From shopping for a g70 in Tampa area, the couple dealerships in denver, and ultimately where i purchased in tulsa ok, to service with a dealer in denver. My closest dealer is ~45 miles away, ~1hr drive no traffic, and for both of my oil changes, they have come and picked up the car, left me with a new g90 the 1st time and a new g80 the 2nd time at my house, and brought my car back to where ever i was when it was done (a restaurant the 1st time, work the 2nd)

for every bad genesis story, there is also a good one.

I also have experience with BMW, Audi, Ford, Chevy and Dodge/Ram dealerships, and Ive had good and bad experience with them. last time i had my BMW in for service, I had to uber from the dealership because they wouldnt drive me the 1 mile home. That was the final straw with the BMW, along with the tons of issues I had once it was outside of warranty, and why I sold it and picked up the G70.

First free oil change maintenance Thursday I’m having to go to them. They’d be happy to do the concierge thing At my home on January 14th. I went online to book it Thanksgiving weekend…so I learned I have to schedule my concierge service 2000 miles before I need it…wonderful. Can we have another dealer please?

Bailed on a six month old 2021 BMW 430ix that I truly loved for my GV70 …the fourth electrical gremlin totally turned me off about how much this car is going to cost out of warranty.

 

[jetrep]

I good question but I'm afraid the responses from most people will not be meaningful to you. All that matters is the level of service offered by the dealers closest to you. It'd be a good discussion to have with them when negotiating a purchase. Ask if they will offer complimentary loaners. Ask if they'll put it in writing. Ask if they'll promise to address your service needs within a certain period of time.

Generally speaking I'd say if you're looking for guaranteed top notch dealer service Genesis isn't the most likely place to find it.

 

[nrp]

esides the purchase serv

I am seriously considering the purchase of a G80. There is no question that the G80 and all other Genesis vehicles present an exceptional value. However, the Genesis dealer network is cause for serious concern. JD Powers in November, 2021 ranked the Genesis dealer network as the worse luxury car dealer network in the United States based on surveys of Genesis owners. I have found first hand that the dealer network is highly uneven in northern California where I live. There is the exceptional dealer too far away from me and the closer dealers that create serious concern about service. Reviews of those dealers are terrible. I live 45 minutes to one hour away from the nearest Genesis dealer which is actually within the 25 mile radius for Concierge Service. It would take me one hour to drive each way to my nearest Genesis dealer because of traffic. There are numerous posts that indicate that the Concierge service is uneven and unreliable. My nearest Genesis dealer is a major Hyundai dealership with a mass market mediocre showroom that would never be allowed by Lexus, BMW, or other high end brands. And, then there is a published statistic that Genesis sedans are currently sitting at dealer lots for an average of 96 days before being sold - even now during the supply shortage. Hyundai will not accept any consumer special order for the Genesis because of the numerous unsold Genesis sedans currently available.

All of the above makes me wonder whether Hyundai is really serious about supporting the Genesis product line. The dealer network is highly uneven with too many Genesis dealers who view the Genesis as an afterthought to the Hyundai vehicles. Worse, Genesis corporate has done nothing and appears to have no interest in doing anything in the future to provide a dealer network equal to the level of service provided by Lexus, BMW, or Mercedes. I would be interested to know if anyone can make a compelling argument to buy a new Genesis when JD Powers ranks the dealer network at the very bottom of all brands of vehicles.

It depends where you're coming from. If you are familiar with (and want to keep) the level of service of premium brands you will be profoundly disappointed.

There is no such thing as a Genesis network. 95% is basically Hyundai dealers that are trained to sell and service Genesis cars.

In my region, the dealers are a total and complete disaster for the reasons already explained above. No valet, horrible customer service, rude and poorly trained professionals. It is 100% fubar. Reason enough NOT to buy the car, imho, but ymmv. It depends on what you're looking for.

 

[ckon]

While all of the above have merit, let's not forget that all businesses (at least here in the SE Michigan area) are really suffering from labor and supply shortages. Dealers are certainly included here. My dealer simply cannot provide some of the services we'd like to have. It's not necessarily the fault of people at the local level. Genesis is definitely contributing by not addressing a lot of relatively simple issues but we can't blame everything on them.

 

[nrp]

While all of the above have merit, let's not forget that all businesses (at least here in the SE Michigan area) are really suffering from labor and supply shortages. Dealers are certainly included here. My dealer simply cannot provide some of the services we'd like to have. It's not necessarily the fault of people at the local level. Genesis is definitely contributing by not addressing a lot of relatively simple issues but we can't blame everything on them.

You're right.
However, when I got my car in 2017, Genesis was sharing at all corners that in 18 months we would have a phenomenal network with great services etc etc etc. There are press releases to that effect .
That was 4 1/2 years ago! And nothing happened.
How many Genesis dealers we have today? Five? It is pathetic.
The lack of of valet in my region did not start now,. I was having that problem 6 months after I got the car. And if you bring the car into the dealer, sometimes they say "sorry, we don't have a loan to give you but we are happy to ask Mr XYZ to drive you home" . It is BS.

 

[ckon]

You're right.
However, when I got my car in 2017, Genesis was sharing at all corners that in 18 months we would have a phenomenal network with great services etc etc etc. There are press releases to that effect .
That was 4 1/2 years ago! And nothing happened.
How many Genesis dealers we have today? Five? It is pathetic.
The lack of of valet in my region did not start now,. I was having that problem 6 months after I got the car. And if you bring the car into the dealer, sometimes they say "sorry, we don't have a loan to give you but we are happy to ask Mr XYZ to drive you home" . It is BS.

Before "current conditions", I was able to get valet service with a Genesis loaner without a problem so I'm comfortable blaming the current issues for the things that MY dealer doesn't provide right now. Obviously that may not be the reason for other dealers' failures. I also agree, however, that Genesis isn't doing what it should be doing to support the dealers. In that they are definitely failing.

 

[BFerrar]

Buying a Genesis is like shopping at Walmart. Walmart may have what you want but isn't an upscale experience

Great analogy.

"Genesis: Love the car. Hate the Service."

 

[Mcc]

Genesis isn't doing what it should be doing to support the dealers.

What do you think they should be doing?

 

[ckon]

What do you think they should be doing?

The first thing I can think of is communication, with its dealers or lack of it. Not returning calls or forwarding messages. Failure to accurately coordinate appointments made by the customer that never get to the dealer. Poorly trained Customer Service reps for a start.