Unreasonable Genesis service contract and terrible customer care service

[guangxiwu]

I was among the first to buy a Genesis GV80 in December 2020. In July 2021, I got my first complimentary service at around 3K miles, which was what I expected. In December 2021, the vehicle started to remind me to schedule the next service whenever I starts the vehicle. Due to the surge in COVIG-19, I didn't make a service appointment until February 2022. When I called Genesis of Corona, which itself is a hassle because it shares the same phone with Hyundai so the phone call may be transferred a couple of times, I was told that the vehicle's mileage (about 6200) is too low to have complimentary service. I was told the restriction is set by the Genesis corporate, not by the dealer, so I called Genesis Customer Care.

The customer service representative I talked to sounded cold and uncaring about my complaint and only told me she will escalate the issue. A couple of days later, a Genesis customer care representative called back with the same cold and unapologetic tone and told me to expect a call from Genesis of Corona and didn't want to tell me what was the resolution even when pressed, simply telling me to expect a call. Today (February 16, 2022) a service representative from Genesis of Corona called me back and told me again I cannot schedule any complimentary service until the mileage is close to 10K, citing again the restriction set by Genesis corporate.

I am wondering if fellow Genesis owners have similar experiences. Personally I think the service contract terms from Genesis is unreasonable and unfair to the owners. It sets the complimentary expiration at 36K miles or 36 months, whichever comes first. However, when scheduling services, it only looks at the mileage. In the pandemic times, people often work from home and drive less, which means owners will not get the services they paid for when they purchased the vehicle and the service contract still expires after 36 months no matter what.

Are there any other channels to file a complaint about the unfair Genesis service contract and poor customer services? My experience with Genesis service so far is pretty bad and started to regret about the purchase. I don't have too many complaints about the vehicle itself. It is overall a decent vehicle except a few minor annoyances. However the service experience is not what I expected from an aspiring premium brand.

Thank you for your time and will appreciate if you can share your experiences and suggestions.

 

[EdP]

I was among the first to buy a Genesis GV80 in December 2020. In July 2021, I got my first complimentary service at around 3K miles, which was what I expected. In December 2021, the vehicle started to remind me to schedule the next service whenever I starts the vehicle. Due to the surge in COVIG-19, I didn't make a service appointment until February 2022. When I called Genesis of Corona, which itself is a hassle because it shares the same phone with Hyundai so the phone call may be transferred a couple of times, I was told that the vehicle's mileage (about 6200) is too low to have complimentary service. I was told the restriction is set by the Genesis corporate, not by the dealer, so I called Genesis Customer Care.

The customer service representative I talked to sounded cold and uncaring about my complaint and only told me she will escalate the issue. A couple of days later, a Genesis customer care representative called back with the same cold and unapologetic tone and told me to expect a call from Genesis of Corona and didn't want to tell me what was the resolution even when pressed, simply telling me to expect a call. Today (February 16, 2022) a service representative from Genesis of Corona called me back and told me again I cannot schedule any complimentary service until the mileage is close to 10K, citing again the restriction set by Genesis corporate.

I am wondering if fellow Genesis owners have similar experiences. Personally I think the service contract terms from Genesis is unreasonable and unfair to the owners. It sets the complimentary expiration at 36K miles or 36 months, whichever comes first. However, when scheduling services, it only looks at the mileage. In the pandemic times, people often work from home and drive less, which means owners will not get the services they paid for when they purchased the vehicle and the service contract still expires after 36 months no matter what.

Are there any other channels to file a complaint about the unfair Genesis service contract and poor customer services? My experience with Genesis service so far is pretty bad and started to regret about the purchase. I don't have too many complaints about the vehicle itself. It is overall a decent vehicle except a few minor annoyances. However the service experience is not what I expected from an aspiring premium brand.

Thank you for your time and will appreciate if you can share your experiences and suggestions.

Don you qualify for severe service? What does the manual say? On my G80, severe service is 3750 miles or the second change at 7500. It also says 6 months. Does yours? If so, you have a legitimate complaint, if not, you don't.

My dealer always did it at 6 months, no problem. Take the manual with you and ask them to explain. If manual does not agree, well, you have to wait. IMO, they should go by the book. You should also mention, they set the service interval and should abide by it.

 

[ckon]

I’ve been getting my oil changed at 5k at my dealer with no problem for both of our Gennys.

 

[TinsleyC]

The dealers are moving to the max miles allowed in the manual, and Corporate is pushing the decision solely to the dealerships.

I bought my '19 in Nov '19, but according to the door plate, it was made in Feb '19. So in Feb '20, three months after I bought it, with only 2k miles on it, I called the dealership and said my oil is a year old - can I get it changed? They said sure, bring it in. I did, and they did - but they used conventional oil. Not full synthetic as called for in the manual.

I wrote to Genesis corporate and they said it was up to the dealer to use whatever they wanted. Corporate said that the car came with full synthetic out of the factory and that is what they recommend using, but the dealers can use whatever they want. This pissed me off and I've been doing my own oil changes since, unless I have to take it in for something else - then, I supply my own oil.

What bugs me is that the dealer won - by not doing what they should do, the net effect is that they no longer have to pay for my oil changes. Corporate doesn't care, and the dealers get top dollar selling a luxury car with little service expense to follow.

 

[guangxiwu]

Don you qualify for severe service? What does the manual say? On my G80, severe service is 3750 miles or the second change at 7500. It also says 6 months. Does yours? If so, you have a legitimate complaint, if not, you don't.

My dealer always did it at 6 months, no problem. Take the manual with you and ask them to explain. If manual does not agree, well, you have to wait. IMO, they should go by the book. You should also mention, they set the service interval and should abide by it.

I checked the owner's manual. Some of the services are recommended at 8K miles or 12 months. My vehicle is more than 12 months after purchase. The dealer told me the Genesis corporate sets the mileage requirement, not the dealer. The Genesis customer care seems to indicate the dealer can make the decision. I don't know who is not telling the truth. As an individual consumer, it makes you feel very powerless when dealing with dealers and corporations. I paid over $80K for the vehicle and received pretty shitty service.

 

[guangxiwu]

I’ve been getting my oil changed at 5k at my dealer with no problem for both of our Gennys.

Who is your dealer? It sounds like they provide very good services.

 

[PMCErnie]

For goodness sakes, an oil change costs circa $70. Get it done.

 

[TinsleyC]

I checked the owner's manual. Some of the services are recommended at 8K miles or 12 months. My vehicle is more than 12 months after purchase. The dealer told me the Genesis corporate sets the mileage requirement, not the dealer. The Genesis customer care seems to indicate the dealer can make the decision. I don't know who is not telling the truth. As an individual consumer, it makes you feel very powerless when dealing with dealers and corporations. I paid over $80K for the vehicle and received pretty shitty service.

If the dealer is saying Genesis provides the rules, show them the Genesis owners manual where it lists the miles and time interval.

It really hacks me off that they play these games. The Hyundai dealer wants to make the big bucks off the sale, but then push away as much of the service as possible.

 

[guangxiwu]

The dealers are moving to the max miles allowed in the manual, and Corporate is pushing the decision solely to the dealerships.

I bought my '19 in Nov '19, but according to the door plate, it was made in Feb '19. So in Feb '20, three months after I bought it, with only 2k miles on it, I called the dealership and said my oil is a year old - can I get it changed? They said sure, bring it in. I did, and they did - but they used conventional oil. Not full synthetic as called for in the manual.

I wrote to Genesis corporate and they said it was up to the dealer to use whatever they wanted. Corporate said that the car came with full synthetic out of the factory and that is what they recommend using, but the dealers can use whatever they want. This pissed me off and I've been doing my own oil changes since, unless I have to take it in for something else - then, I supply my own oil.

What bugs me is that the dealer won - by not doing what they should do, the net effect is that they no longer have to pay for my oil changes. Corporate doesn't care, and the dealers get top dollar selling a luxury car with little service expense to follow.

Exactly. It seems the Genesis dealer and corporate always win. You get penalized for driving too much, and you also get penalized for driving too little. They always win. I am not sure about other luxury car brands, but when I purchased a premium Lexus model with extra complimentary services a few years back, I took the car for service every 6 months and they never said anything about mileage. They even gave me an extra complimentary service after the contract terms expired.

 

[TinsleyC]

Yup .. I recall taking my G37 into Sewell Infiniti a few months before the 5 year warranty expired, saying I wanted to get anything fixed under warranty that I could. They went through the car top to bottom and fixed things that I wasn't aware even had a problem. Replaced the power steering pump, replaced a part of the dash that wasn't lining up properly, replace the battery and a solenoid, changed the brake pads (warp rotor feel), and several other things - all at no cost.

If I tried to do that with my Genesis they would probably say they need a list of what's wrong with the car. Not sure I would even trust them under the hood. I've heard of nightmare stories were garages will swap your good parts for their bad parts so they can fix another car in their bay. With supply chain & parts shortage, anything is possible.

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[ultra63]

I checked the owner's manual. Some of the services are recommended at 8K miles or 12 months. My vehicle is more than 12 months after purchase. The dealer told me the Genesis corporate sets the mileage requirement, not the dealer. The Genesis customer care seems to indicate the dealer can make the decision. I don't know who is not telling the truth. As an individual consumer, it makes you feel very powerless when dealing with dealers and corporations. I paid over $80K for the vehicle and received pretty shitty service.

doesn't Genesis corporate pay the dealer for oil changes and other warranty work?

 

[Chad86tsi]

Exactly. It seems the Genesis dealer and corporate always win. You get penalized for driving too much, and you also get penalized for driving too little. They always win.

Heads I win, tails you lose.

It's like living with an ungrateful teenager that never wants to follow the rules that harms them, and always remembers the rules that favor them, and one can't wait for that teenager to move out.

 

[guangxiwu]

For goodness sakes, an oil change costs circa $70. Get it done.

Oil change is only one of the services recommended at 12 months. Besides, money is not the only issue. It is more about fairness and abuse of power. The purchase price includes 3 years or 36K miles of complimentary services. They refused to provide service saying you didn't drive enough mileage even though 12 months have passed.

 

[guangxiwu]

doesn't Genesis corporate pay the dealer for oil changes and other warranty work?

I would think so. The dealer told me that they will not be able to get the reimbursement from Genesis corporate because the mileage is not enough, even though 12 months have passed.

 

[joegr]

I would think so. The dealer told me that they will not be able to get the reimbursement from Genesis corporate because the mileage is not enough, even though 12 months have passed.

...In July 2021, I got my first complimentary service at around 3K miles, which was what I expected....

So, seven months and not twelve, or am I missing something here?

 

[PMCErnie]

Seems that the car has 6,200 miles on it and the last oil change was only 3,000 miles ago. An oil change is simply unnecessary at this time.

 

[guangxiwu]

So, seven months and not twelve, or am I missing something here?

There are a total of 6 complimentary services within 36K miles or 36 months, whichever comes first, at 6K miles or 6 months intervals. When they serviced my car in July 2021, they set a service reminder for January 2022. Now the vehicle reminds me the service is 40 and counting days overdue whenever I start my car. The less complimentary services they provide, the more money they make from the vehicle.

 

[guangxiwu]

Seems that the car has 6,200 miles on it and the last oil change was only 3,000 miles ago. An oil change is simply unnecessary at this time.

They didn't change the oil at 3K/6 month service. They just did a routine check and a car wash. I think they recommended oil change is 8K miles or 12 months.

 

[EdP]

There are a total of 6 complimentary services within 36K miles or 36 months, whichever comes first, at 6K miles or 6 months intervals. When they serviced my car in July 2021, they set a service reminder for January 2022. Now the vehicle reminds me the service is 40 and counting days overdue whenever I start my car. The less complimentary services they provide, the more money they make from the vehicle.

But the dealer loses money if he does not do the service. Maybe you can bump up your complaint? They set the reminder, they should honor it.

 

[guangxiwu]

But the dealer loses money if he does not do the service. Maybe you can bump up your complaint? They set the reminder, they should honor it.

The dealer said they will not get reimbursement from Genesis corporate because of not enough mileage. I filed a complaint to the Genesis customer care, but was only told to expect a call from the dealer. The call came and told me the exact same thing as before: cannot schedule a service unless I pay myself.