Terrible experience with Genesis service and corporate Canada

[Chillon D]

Hello I feel like I should share my situation I currently am in with Genesis Canada in regards to my 2020 G70 3.3T.

Please see the beginning of my previous posted thread for all the details that led to this updated post:

Alignment problems with 2020 G70 3.3 Sport AWD

Hello I was hoping someone might have had a similar issue/experience as me and provide some advice. 6 months ago I got a replacement 2020 G70 3.3 sport for my 2019 that was written off. I was hit by someone and all the airbags went off so my car was replaced using additional insurance I...

genesisowners.com

 

[Chillon D]

Hello I feel like I should share my situation I currently am in with Genesis Canada in regards to my 2020 G70 3.3T.

Please see the beginning of my previous posted thread for all the details that led to this updated post:

Alignment problems with 2020 G70 3.3 Sport AWD

Hello I was hoping someone might have had a similar issue/experience as me and provide some advice. 6 months ago I got a replacement 2020 G70 3.3 sport for my 2019 that was written off. I was hit by someone and all the airbags went off so my car was replaced using additional insurance I...

genesisowners.com

My situation left off with the service center wanting to charge me shop rate for any further diagnostic testing. At this point I contact customer service Genesis and greeted with an agent eager to please me from this "terrible situation" (I explain the steering issue and button fading in cabin in detail). This guy never even calls me back after almost two weeks. I call agent and it's like they forgot as no update or anything. I get choked at this point and they contact me following day with details of how they plan on using an internal source tech to meet me at the dealership but will have to confirm this with an appointment in very near future. They don't call back, in which case I call again and still not provide any info except an investigation is ongoing. Eventually they call, roughly 6 weeks after first communication I am told no tech will be assisting as they do not believe anything is wrong with the car. I mention the manager drove my car with me and experienced my issues as well as one of the previous techs. He then mentions the manager flat out denies there were any problems with the cars steering (this is based on agent's info provided to me). I mention additional services were performed after that test drive so there are records. I am told they do not have them available on hand and will look into it and I have yet heard back. I should mention the last official service was at a different dealership where a seasoned tech was to look into it and after speaking to them I felt for the first time someone who is actually listening. Well I arrive next day to someone handing over my keys to me and saying "we drove and filmed your car to which there no alignment issues found"... I was like huh!? What is going on here. Realizing I am either going crazy or Genesis just does not want to see my pretty face anymore I do some research. I book a well reputable pro shop for an inspection and they find my alignment is off a good amount but remember Genesis has already done 3 alignments by now. They suggest to completely correct the issue (it's mostly corrected now) I need to redo the tire swapping to confirm its not a tire issue. So all this complicated insanity with Genesis denying me a proper diagnostic testing for what? Absolutely horrible customer service at every level.

 

[Chillon D]

My situation left off with the service center wanting to charge me shop rate for any further diagnostic testing. At this point I contact customer service Genesis and greeted with an agent eager to please me from this "terrible situation" (I explain the steering issue and button fading in cabin in detail). This guy never even calls me back after almost two weeks. I call agent and it's like they forgot as no update or anything. I get choked at this point and they contact me following day with details of how they plan on using an internal source tech to meet me at the dealership but will have to confirm this with an appointment in very near future. They don't call back, in which case I call again and still not provide any info except an investigation is ongoing. Eventually they call, roughly 6 weeks after first communication I am told no tech will be assisting as they do not believe anything is wrong with the car. I mention the manager drove my car with me and experienced my issues as well as one of the previous techs. He then mentions the manager flat out denies there were any problems with the cars steering (this is based on agent's info provided to me). I mention additional services were performed after that test drive so there are records. I am told they do not have them available on hand and will look into it and I have yet heard back. I should mention the last official service was at a different dealership where a seasoned tech was to look into it and after speaking to them I felt for the first time someone who is actually listening. Well I arrive next day to someone handing over my keys to me and saying "we drove and filmed your car to which there no alignment issues found"... I was like huh!? What is going on here. Realizing I am either going crazy or Genesis just does not want to see my pretty face anymore I do some research. I book a well reputable pro shop for an inspection and they find my alignment is off a good amount but remember Genesis has already done 3 alignments by now. They suggest to completely correct the issue (it's mostly corrected now) I need to redo the tire swapping to confirm its not a tire issue. So all this complicated insanity with Genesis denying me a proper diagnostic testing for what? Absolutely horrible customer service at every level.

Attached is my current alignment spec sheet. Note the toe front/back initial and final results. As my car still has a slight pull I will be swapping the tires once again since a new alignment was done to officially rule that out. I will post the results afterwards

 

[Bhavie]

GMC is pretty bad at providing assistance when you're having issues with your dealer. It seems as though they cant/wont tell the dealers what to do, and instead only provide suggestions and guidance to try and resolve the issue. If it doesn't work? They seem to take the dealers side.

You've done the right thing. GMC and your dealer are acting as though no problem exists. You now have documented proof that it does exist. Keep hounding GMC and provide the spec sheet to prove what's going on. Send them an email so you have a paper trail. If they still don't resolve it, look into your provinces complaint process and consumer protection recourse. I would classify this as a faulty repair because they didn't resolve the problem that you went in for.

They suck, but they will eventually have to deal with it.

 

[Chillon D]

Thanks for the advice. I am determined to just not let this problem go unfixed. I appreciate your response!

 

[huck2021]

By chance, do you have the lane keeping assist on? There have been reports this causing problems on some cars.

I had this issue in a rental car (Ford). For whatever reason, with the system on, the car constantly pulled to the left. I turned it off and the problem went away. Cadillac owners have reported similar issues.

Turn all assists off and put the car into comfort mode. See if the issue persists.

Another reason for pull is a dragging brake caliper. If this is the case, you should notice the issue under light breaking as well as driving.

My friend has a similar problem with his Mazda 3. In and out of the dealer multiple times. Someone finally spotted some damage to a control arm bushing. The alignments were just masking the failure in the bushing. Once the bushing was replaced, the problem went away.