Why do people hate Genesis so much?

[Genegray]

I had to cover the side pillars with vinyl covers due to fading, replaced the shift knob due to peeling leather and chrome accents, replaced the gear shift indicator trim due to bubbling window, covered driver side headrest with a cover to hide peeling leather.

The other issues I have not replace or repaired yet are the drivers seat leather is very worn and peeling away as well, the wiper stalk chrome accent has peeled away, the third brake light rubber cover piece is cracked, the headlights has peeling UV coating, plastic roof trim is faded to dark gray, plastic windshield trim is fading as well. The other issue I had to repair myself has been a broken trunk mounted wiring harness that disabled my right inner taillight.

Most of the issues are cosmetic in nature except the taillight wiring issue.

I never owned a Lexus L460, but my wife's 2011 Lexus RX350 AWD only needed fluid changes, brakes and spark plugs at 120k miles. The interior still looks new without any peeling leather. What did you have to replace on the LS460?

I suspect I have the same issue with a dead taillight. How easy was the fix? Did you follow a guide?

 

[plaintiger]

My theories are that it's simply because it's owned by hyundai people hate on it and only look at the negative in these cars.

I'm no expert, but based solely on the sheer number of Hyundais (and Kias, for that matter) I see on the road these days, I wouldn't think hate against Hyundai to be relevant to what the company's doing at present. They're breaking their own sales records month after month and year after year. If anybody's hating on Hyundai, it's probably based less on up-to-date knowledge of the company and cars than on some irrational, baseless personal bias, a bad experience with a Hyundai lemon in the past, etc.

And Backslack nailed this:

Important distinction here- are the "people" you talk to online or in real life? Online any Jalopnik snot-nosed brat in his 20 year old Camry can claim that "Genesis sux" while fantasizing about some other brand they'll never be able to afford. In real life most people have never even heard of Genesis to have an opinion on it.

 

[dkimx004]

First time owner of a Genesis and this is my experience and overall thoughts. Long story short.....Genesis has a LONG way to go to be taken seriously as an upmarket / luxury brand. My wife and I own both a 2023 Genesis GV80 and GV60 and initially we were extreme gung-ho believers in the brand due to the beauty of their designs and the quality of their interiors. In terms of appearance and technology (minus the obvious lack of wireless carplay), they were hitting it out of the park and offering unique vehicles that were different from anything else on the road at the time and that was the huge appeal for me.



However, my disappointment comes from the quality and lack of service after purchase. Attempting to schedule service is a complete joke. I have 3 dealerships that are reasonably close and it’s the same story for each one regarding scheduling service and getting a loaner.



They promise the complimentary maintenance and valet service but there are no options to schedule that online (only drop off or wait at the dealership). In order to schedule valet, you have to call the dealership, but it is nearly impossible to talk to a service advisor because they never answer the phone.



If you can get through, it’s a 1-2 month wait to get an appointment for valet service.



If I want to drop off the car instead of waiting for 1-2 months, then they can NEVER guarantee a service loaner (even if you have a recall or warranty repairs). I had to take my GV60 about 5 times and they can NEVER guarantee a loaner.



My last visit was the worst. A month prior, I spoke to a Genesis advisor and again requested a loaner for a recall and a warranty repair. They did not provide a loaner car (even though it was promised this time and stated so on my appointment / work order). I took my car in at 8 am and the guy stated he would call me when done but he never did. I had to call them around 1 hour prior to closing time (and I must have called at least 20 times to finally have someone pick up). Another advisor picked up and told me my car would not be ready that day. The next morning, I get an automated text with an invoice stating a part needs to be special ordered. Again, the service advisor never called me to discuss the issue and repairs needed. I relied on that texted invoice and assumed my car would be ready for pick up.



I’ve never had any issue with loaners for recalls or warranty repairs with any other of my prior vehicles (Lexus, Acura, Infiniti, BMW, Mercedes, Honda, Toyota). All of these other service advisors were so much more courteous and reliable as well. It really is a joke that you spend so much money on these cars (touted as a luxury brand) but you receive this low level of service.

Prior to purchase, I thought that Genesis was a bit over-priced for what you get, but I was willing to overlook that based on their designs and the level of service that they promised prior to purchase, but it ultimately boiled down to a bait-and-switch with the service.



Genesis vehicles (the lower trims) are competitively priced, but when you get to the top level trims and the price you have to pay, I would much rather buy a comparable vehicle from the other competitors.

In order to be taken seriously, they need to completely separate from Hyundai (build and sell through stand-alone dealerships) and provide a level of service equivalent to that from Lexus or the German brands.

 

[Jhon]

However, my disappointment comes from the quality and lack of service after purchase. Attempting to schedule service is a complete joke. I have 3 dealerships that are reasonably close and it’s the same story for each one regarding scheduling service and getting a loaner.


In order to be taken seriously, they need to completely separate from Hyundai (build and sell through stand-alone dealerships) and provide a level of service equivalent to that from Lexus or the German brands.

I get great service from my dealer and I would think that most people do as well. If you have a bad dealer and get bad service, your going to be loud and rightfully so. I came from an Audi and a Acura before that and my wife has a BMW. I got to a combined Hyundai/Genesis dealer that just purchased a plot of land to build a stand alone Genesis dealer. (Naples Florida) At the time I purchased mine, they were the number one Genesis dealer in the us, I don't know if they still are or not.
I am a firm believer that it is not the Hyundai name on the dealership that lowers the service., it is the people that own it and run it. I have owned Hyundai's in the past and got great service from them as well (In NJ).
My genesis dealer has a separate service desk, staff and waiting area for Genesis. The biggest difference I see from the other dealers is the food spread while you wait for your car. BMW Has the best. I have to go there this month to get my wife's car serviced, I hope the food is still good.

 

[Husky]

The last time I took my G70 to our local Hyundai/Genesis dealer for a service (a few years ago), they didn't put any protection on the seat or the off-white factory floor mats, and of course left all kinds of dirty grease stains on everything. Unbelievable. I got better treatment from the Ford dealer for our C-Max.
They managed to get it cleaned after I made a stink and explained that they really need to do the basics, like putting plastic or cardboard on the seats and floor, especially with white interiors. This seemed like a revelation to their young service manager.
I've never been back, except for a State inspection, where they forgot to put the new sticker on the windshield (!) and then left glue smudges all over the windshield. FFS!
I agree that many of the dealers Genesis customers have to deal with are a huge disappointment and nowhere near up to fulfilling the image that Genesis is trying to portray.

 

[steveinarizona]

First time owner of a Genesis and this is my experience and overall thoughts. Long story short.....Genesis has a LONG way to go to be taken seriously as an upmarket / luxury brand. My wife and I own both a 2023 Genesis GV80 and GV60 and initially we were extreme gung-ho believers in the brand due to the beauty of their designs and the quality of their interiors. In terms of appearance and technology (minus the obvious lack of wireless carplay), they were hitting it out of the park and offering unique vehicles that were different from anything else on the road at the time and that was the huge appeal for me.



However, my disappointment comes from the quality and lack of service after purchase. Attempting to schedule service is a complete joke. I have 3 dealerships that are reasonably close and it’s the same story for each one regarding scheduling service and getting a loaner.



They promise the complimentary maintenance and valet service but there are no options to schedule that online (only drop off or wait at the dealership). In order to schedule valet, you have to call the dealership, but it is nearly impossible to talk to a service advisor because they never answer the phone.



If you can get through, it’s a 1-2 month wait to get an appointment for valet service.



If I want to drop off the car instead of waiting for 1-2 months, then they can NEVER guarantee a service loaner (even if you have a recall or warranty repairs). I had to take my GV60 about 5 times and they can NEVER guarantee a loaner.



My last visit was the worst. A month prior, I spoke to a Genesis advisor and again requested a loaner for a recall and a warranty repair. They did not provide a loaner car (even though it was promised this time and stated so on my appointment / work order). I took my car in at 8 am and the guy stated he would call me when done but he never did. I had to call them around 1 hour prior to closing time (and I must have called at least 20 times to finally have someone pick up). Another advisor picked up and told me my car would not be ready that day. The next morning, I get an automated text with an invoice stating a part needs to be special ordered. Again, the service advisor never called me to discuss the issue and repairs needed. I relied on that texted invoice and assumed my car would be ready for pick up.



I’ve never had any issue with loaners for recalls or warranty repairs with any other of my prior vehicles (Lexus, Acura, Infiniti, BMW, Mercedes, Honda, Toyota). All of these other service advisors were so much more courteous and reliable as well. It really is a joke that you spend so much money on these cars (touted as a luxury brand) but you receive this low level of service.

Prior to purchase, I thought that Genesis was a bit over-priced for what you get, but I was willing to overlook that based on their designs and the level of service that they promised prior to purchase, but it ultimately boiled down to a bait-and-switch with the service.



Genesis vehicles (the lower trims) are competitively priced, but when you get to the top level trims and the price you have to pay, I would much rather buy a comparable vehicle from the other competitors.

In order to be taken seriously, they need to completely separate from Hyundai (build and sell through stand-alone dealerships) and provide a level of service equivalent to that from Lexus or the German brands.

I really wish this forum had mandatory location data. You don't indicate where you are from (city/state) and the names of the bad dealerships (or good ones but you don't seem to have one). You are spot on for the Genesis brand. The cars are great and very competitive with their competition (BMW, MB, Audi, Lexus). In some cases, like the GV60P, they occupy a unique space (which is why I have one). The downside is the quality of the dealership service compared to those brands. In some cases, it matches or is close; in others it appears to be horrible (I say "appears" because I have a good dealership so I have no experience with a bad one and my comment is based on what I have been reading here on the forum).

Have you tried sitting down with the service manager? Building a good relationship with a service manager can go a long way. Same for the general manager but be careful of ticking off the service manager by going over her head.

Ultimately...what I have learned from my ownership experience and forums such as this one is that in researching a car purchase/lease, one needs to research not just the vehicle but the dealership you will be dealing with. Did the dealership put buyers through the unnecessary sales manager hell that is so common in car dealerships (but should not be for a luxury marque)? Does it provide loaners? Does it lie to its customers (forums like this are filled with fanboys and hategirls so one is looking for patterns, not a particular report)?

 

[Mcc]

I really wish this forum had mandatory location data. You don't indicate where you are from (city/state) and the names of the bad dealerships (or good ones but you don't seem to have one). You are spot on for the Genesis brand. The cars are great and very competitive with their competition (BMW, MB, Audi, Lexus). In some cases, like the GV60P, they occupy a unique space (which is why I have one). The downside is the quality of the dealership service compared to those brands. In some cases, it matches or is close; in others it appears to be horrible (I say "appears" because I have a good dealership so I have no experience with a bad one and my comment is based on what I have been reading here on the forum).

Have you tried sitting down with the service manager? Building a good relationship with a service manager can go a long way. Same for the general manager but be careful of ticking off the service manager by going over her head.

Ultimately...what I have learned from my ownership experience and forums such as this one is that in researching a car purchase/lease, one needs to research not just the vehicle but the dealership you will be dealing with. Did the dealership put buyers through the unnecessary sales manager hell that is so common in car dealerships (but should not be for a luxury marque)? Does it provide loaners? Does it lie to its customers (forums like this are filled with fanboys and hategirls so one is looking for patterns, not a particular report)?

All excellent suggestions
Additionally, I have been advocating for mandatory location data for a long time.

 

[Rogozhin75]

I don't hear any negative feedback about Genesis in our area, but there's only two in our town that I'm aware of (my 2015 htrac ulitmate 3.8 and a 2020 G70)-I occasionally see the G70 around town but that's it. The ricers around the area do look at my genesis and I've had a few ask me what it is and what it's in it-they apparently like the way it looks but never see them. I've not had any experience with Hyundai or Genesis dealerships yet (may be getting a GV60 though).

I think the interior quality is great in my DH, I've put 12k on it since I got it last year and the interior is still nearly perfect but I clean it regularly.

 

[steveinarizona]

I don't hear any negative feedback about Genesis in our area, but there's only two in our town that I'm aware of (my 2015 htrac ulitmate 3.8 and a 2020 G70)-I occasionally see the G70 around town but that's it.

Wow. You must live in a very, very small town. I see lots and lots of Genesis cars around Scottsdale and Phoenix. Here are the luxury car US sales figures for 2023:

• BMW - 362,244
• Lexus - 320,249
• Mercedes-Benz - 282,229
• Audi - 228,550
• Cadillac - 147,214
• Acura - 145,655
• Volvo - 128,701
• Lincoln - 81,818
• Porsche - 75,415
• Jaguar-Land Rover - 73,139
• Genesis - 69,175
• Infiniti - 64,699
• Alfa Romeo - 10,898
• Maserati - 6,580

While clearly not in the BMW or Lexus sales class, there are still a lot of Genesis cars floating around.

 

[Husky]

I really wish this forum had mandatory location data. You don't indicate where you are from (city/state) and the names of the bad dealerships (or good ones but you don't seem to have one). You are spot on for the Genesis brand. The cars are great and very competitive with their competition (BMW, MB, Audi, Lexus). In some cases, like the GV60P, they occupy a unique space (which is why I have one). The downside is the quality of the dealership service compared to those brands. In some cases, it matches or is close; in others it appears to be horrible (I say "appears" because I have a good dealership so I have no experience with a bad one and my comment is based on what I have been reading here on the forum).

Have you tried sitting down with the service manager? Building a good relationship with a service manager can go a long way. Same for the general manager but be careful of ticking off the service manager by going over her head.

Ultimately...what I have learned from my ownership experience and forums such as this one is that in researching a car purchase/lease, one needs to research not just the vehicle but the dealership you will be dealing with. Did the dealership put buyers through the unnecessary sales manager hell that is so common in car dealerships (but should not be for a luxury marque)? Does it provide loaners? Does it lie to its customers (forums like this are filled with fanboys and hategirls so one is looking for patterns, not a particular report)?

Good suggestion. My local dealer is in Manchester, NH. I think there are probably at least two or three others in the state, but they are all 45-60 minutes away. AFAIK, none are dedicated Genesis dealers. There's been rumors that they were building one in Bedford, which is even closer to me, but so far all I've heard are rumors.

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[Rogozhin75]

Wow. You must live in a very, very small town. I see lots and lots of Genesis cars around Scottsdale and Phoenix. Here are the luxury car US sales figures for 2023:

• BMW - 362,244
• Lexus - 320,249
• Mercedes-Benz - 282,229
• Audi - 228,550
• Cadillac - 147,214
• Acura - 145,655
• Volvo - 128,701
• Lincoln - 81,818
• Porsche - 75,415
• Jaguar-Land Rover - 73,139
• Genesis - 69,175
• Infiniti - 64,699
• Alfa Romeo - 10,898
• Maserati - 6,580

While clearly not in the BMW or Lexus sales class, there are still a lot of Genesis cars floating around.

haha yep I do, around 9k people in this town

 

[Husky]

That's actually bigger than my town

 

[Jhon]

Wow. You must live in a very, very small town. I see lots and lots of Genesis cars around Scottsdale and Phoenix. Here are the luxury car US sales figures for 2023:

• BMW - 362,244
• Lexus - 320,249
• Mercedes-Benz - 282,229
• Audi - 228,550
• Cadillac - 147,214
• Acura - 145,655
• Volvo - 128,701
• Lincoln - 81,818
• Porsche - 75,415
• Jaguar-Land Rover - 73,139
• Genesis - 69,175
• Infiniti - 64,699
• Alfa Romeo - 10,898
• Maserati - 6,580

While clearly not in the BMW or Lexus sales class, there are still a lot of Genesis cars floating around.

I live in SW Florida, and rarely see them in my local area, But when I go to Naples, FL. ($$$) about an hour south where I purchased my car, they are as common as BMW and Lexus. Its like night and day. And the odd part is that a snow bird (they come for the winter and then go back home for the other seasons) that lives on my circle, came to Florida this winter with a G90. (They live full time in Alaska). There comming. They just need a dealer in my area.

 

[steveinarizona]

I live in SW Florida, and rarely see them in my local area, But when I go to Naples, FL. ($$$) about an hour south where I purchased my car, they are as common as BMW and Lexus. Its like night and day. And the odd part is that a snow bird (they come for the winter and then go back home for the other seasons) that lives on my circle, came to Florida this winter with a G90. (They live full time in Alaska). There comming. They just need a dealer in my area.

It makes sense, at least as to Naples. Naples is a high end community and Genesis is a luxury marque. So I would expect to see lots of BMWs, Mercedes, Audis, Cadillacs, Lexi, etc.

 

[bobdevellis]

Part of the hate is just intense brand loyalty. Especially online, a lot of people are psychologically very invested 9n their car choices. Any disrespect for their car is an insult to them. So, if you like a car other than their brand, they'll push back with criticism. I think another factor is that people want different things from cars. My brother had a 2.5 G80. To me, it was lacking in power, although he was fine with it. He was more focused on the comfort and convenience features while I was more focused on performance. I would definitely have gotten the larger engine and left off some tech stuff if I were in his position.

I owned a couple of Infinitis and really liked their balance of luxury and performance. Then, they went soft on performance. For me, that was a disappointing change and I moved on.

I've had a couple of BMWs, a 3-series sedan and a Z3. Both had massive reliability issues. The engines proper were okay but the stuff bolted to them (e.g., water pump, clutch master cylinder, electrical) had serious problems. Both wound up on a flatbed at some point in their lives.

I'm considering a 2025 GV70 for several reasons. In the 3.5 liter Sport Advanced configuration, it has basically what I need from a small SUV/crossover, with a decent balance of luxury and performance. I think a lot of people in the luxury market, as my brother did, put a premium on comfort and amenities and are less concerned with performance. The AMG M-B and M-series BMW folks are the obvious exceptions but they're a relatively small segment of the market. For the rest of the luxury buyers, feeling coddled in every corner and thinking you're in your living room rather than on the road are virtues. Not for me. My daily drive is a 5-liter Mustang GT, a car I didn't expect to like as much as I did when I first drove it (and still do). It's not a luxury boat, although in the Premium package configuration I have, it has most of the stuff I'd want, like heated/cooled power leather seats and a decent infotainment system. It's performance-oriented, to be sure, with its 460 HP Coyote engine, with the Mustang Performance Package that includes stiffer suspension, tuneable exhaust (from quiet to uproarious), and other goodies make it handle nicely in corners or in a straight line. It's loads of fun, except on long trips. That is where I see the GV70, with its greater cargo capacity and more civilized deportment shining. But I'm a performance guy. For me the capable engine and decent handling are plusses. For some luxury buyers, they'd be points to criticize -- "It uses too much gas and isn't that comfortable on a rough road."

The one potentially legit claim the haters might have is reliability, or perhaps more accurately, dealer responsiveness to reliability issues. That does concern me. I'll have a long talk with my bro about his service experiences with his G80 before I make any decision. I think the dealer he bought from and that I would also consider, has a good reputation but I need to confirm that. My brother sold Mercedes for years, and they never did as well as most people would think in the reliability department. And costs were gigantic when things needed replacement. My experience with BMW was similar. Range Rover had a laughable reputation in the reliability department (my brother's dealership, in which he had a partner interest, sold those, too).

I'm yet to own a car that has it all, although I have to say, my Infinitis came close. Neither ever needed a repair other than purely routine maintenance. In general, the Japanese cars I've had were solid, the 3 Mazda Rx-7s being exceptions because of their wonderful but fragile rotary engines. European cars I've owned, have definitely been the least reliable and are the only cars that ever left us stranded. Two VWs and two BMWs left me sitting in the car with it inoperable. Even the three RX-7s and a first-generation Datsun 240-Z (not a reliability champ) never did that.

I think hating a car is about it not living up to your expectations. That may happen because expectations are unrealistic ("I thought in a luxury car, I wouldn't feel any bumps driving over a rough road") or because of the brand's deficiencies. I suspect with Genesis, a lot of dissatisfaction if because of the former rather than the latter. But dealer quality may be the exception in some cases.

 

[alexus]

my 50c (multiplied by inflation rate)
i love GV80 3.5T Prestige, i took it as toy to test as i always drive Mercedes AMGs. Id say design and features are very well done, there perhaps only one thig that i dont like is watter driping form lift gate all the time after the rain but what i hate about car is a brand ... or perhaps more service rather then brand to me hundi tried to be luxury but they they forgot thus needs service and support too. Phone tickets and email are tied to tiket numbers only no review on my or their side. if you have 2 or more tickets its a desestaer as no one know whats going on and they will call you back and its like i will wait for magic phone call and have line always available caz ,,, em not really...
Dealer service wow ... oil change 3 month wait time! (NYC) Uhh hey in my MB i got to severing or start and get oil changed and car cleand by time i finish my coffe. wirh genesis i finih my 10th coffe before they ask why im there.

I had antifreeze smell in cabin, waited 2 month for appoitment, car on deler hand another 2 month, car came in with ~30% antifreeze in tank, was prestine clean. Picked up car nothing was found, they did not even top out antifteeze yap wow maybe that should be staring point.... oh car was mad dirty and it had scratch and dent as car as sitting outside on public road free parking all 2 month ... no loader by the way

honestly cheap mom and pap shope would do better, so to me preception of a brand is a trush, warany service is trush easier for me to pay my mechnics then go get free waranty service. I herd other areas like futher in NJ could be better shouldnt brand make sure quolity offering at "luxury" level for luxyry brand? I had car shop for certain cars i had white carper on floor....

 

[Jhon]

my 50c (multiplied by inflation rate)
i love GV80 3.5T Prestige, i took it as toy to test as i always drive Mercedes AMGs. Id say design and features are very well done, there perhaps only one thig that i dont like is watter driping form lift gate all the time after the rain but what i hate about car is a brand ... or perhaps more service rather then brand to me hundi tried to be luxury but they they forgot thus needs service and support too. Phone tickets and email are tied to tiket numbers only no review on my or their side. if you have 2 or more tickets its a desestaer as no one know whats going on and they will call you back and its like i will wait for magic phone call and have line always available caz ,,, em not really...
Dealer service wow ... oil change 3 month wait time! (NYC) Uhh hey in my MB i got to severing or start and get oil changed and car cleand by time i finish my coffe. wirh genesis i finih my 10th coffe before they ask why im there.

I had antifreeze smell in cabin, waited 2 month for appoitment, car on deler hand another 2 month, car came in with ~30% antifreeze in tank, was prestine clean. Picked up car nothing was found, they did not even top out antifteeze yap wow maybe that should be staring point.... oh car was mad dirty and it had scratch and dent as car as sitting outside on public road free parking all 2 month ... no loader by the way

honestly cheap mom and pap shope would do better, so to me preception of a brand is a trush, warany service is trush easier for me to pay my mechnics then go get free waranty service. I herd other areas like futher in NJ could be better shouldnt brand make sure quolity offering at "luxury" level for luxyry brand? I had car shop for certain cars i had white carper on floor....

I feel your pain. I am lucky. My dealer is great. I have only had one issue in three years. About a month ago, the passenger window would not go up. I drove it into the shop on a Friday without an appointment, I got a loaner, they replaced the regulator and I picked it up on Monday.
For my yearly services, there is a week or two wait, but I make my yearly's ahead of time anyway.
If I had your situation, I would be burning mad.
With my wife's BMW, I can get an appointment the next day for anything, it was the same for the Audi I traded in for the Genesis.
I really hope they get this worked out. It seems like the standalone Dealers that are popping up are getting pretty good reviews. lets see what happens.

 

[alexus]

lol mercedess i don't event have oil change appointments actually nearly no appointments at all, i just drive to dealer and have things doen whatever it is...
maybe i should drive to FL for service hah well for my 1st oild change genesis phone support offered me to drive 800 miles to dealer that can do next day appointment lol that's 1600 miles round trip to Canada lol

 

[AnClar52]

This is my first Genesis. I have a ‘23 GV70 3.5T Sport Prestige. I’ve been a Mercedes owner prior to this. My last Merc was an ‘08 GL550. I bought it new and sold it a year ago with 215k miles on the clock. I loved that Merc, air suspension and all. I maintained it and it treated me well for 15 years. Reasons I finally sold it were too many things were starting to break and the missus wanted a smaller vehicle. So here’s my two cents.

My GV70 has way more great technology than the Mercedes, looks great, and is priced very competitively. I also shopped Mercedes, BMW and Porsche, and found that, for me, they weren’t as price competitive as the Genesis similarly equipped. I’ve got 20k miles on the car in a year of ownership, with no major issues. Here’s where HMC needs to up their game. Service…period. My dealership is good and my service advisor equally good. However…scheduling is beyond bad. Some of that is because of a tech shortage, and the fact that until a few days ago it was a combined Hyundai/Genesis facility. Even though there was a dedicated Genesis service desk and advisor, the shop handled both Hyundai and Genesis vehicles, and was always extremely crowded. I never had issues getting a loaner, but the amenities in the waiting area were pretty spartan.

I’m going to be very curious when my next service is done at the brand-new standalone Genesis facility the dealer just opened. So far anyway, scheduling still seems bad, but I’m hoping amenities will be better. I think one of the main reasons for the poor service experience is that there was still a Hyundai mentality in the service department and a failure to provide what Genesis customers would expect…especially coming from Mercedes, or Lexus, or BMW. Time will tell if HMC and the dealerships can bring the service experience up to a high-enough level that buyers will find it acceptable. If not, many of us, as good as the cars might be, will be one-time Genesis buyers and then go back to the other brands at this price point in order to to get the level of service we’ve come to expect.

 

[steveinarizona]

I’ve never had any issue with loaners for recalls or warranty repairs with any other of my prior vehicles (Lexus, Acura, Infiniti, BMW, Mercedes, Honda, Toyota). All of these other service advisors were so much more courteous and reliable as well. It really is a joke that you spend so much money on these cars (touted as a luxury brand) but you receive this low level of service.

Prior to purchase, I thought that Genesis was a bit over-priced for what you get, but I was willing to overlook that based on their designs and the level of service that they promised prior to purchase, but it ultimately boiled down to a bait-and-switch with the service.

You are way too patient. If I had the experiences you have had, I would have RUN (not walked) away and I would have gone back to the Germans (primarily BMW for me). My car has not had to go in as yet except for scheduled service. For that they did tell me to make an appointment and it was several weeks out. In each case they did provide me with an almost new Genesis as a loaner. They were also ready to do the car exchange through Genesis Valet but I told them I would rather just drive it in.

I did not go to Genesis for pricing reasons. I went to Genesis because at that time (and even currently) no one was making a comparable car to my GV60P which punched a lot of my buttons. The other reasons were that the BMW electrics that were then out drove GREAT (iX and i4) but were simply too ugly for me to consider them.

But there are more choices out there now. I have had excellent experiences so far. My dealership (Genesis of Scottsdale) went a slightly different route for building purposes. For sales and sales related stuff, they put the activity at an upscale outdoor mall and they are building a service facility on the grounds of and adjacent to the Hyundai service building. This seems to be the new trend. There is a Lincoln showroom next door to the Genesis showroom and at an upscale indoor mall (Scottsdale Fashion Square) there are three dealerships: Lucid, Polestar and Tesla.

At BMW, if my car "broke" I simply called and they said "come on in and there will be a loaner waiting for you". That is the level and type of service I expect from a luxury brand. I am optimistic that I will get that from my Genesis dealership but who knows.
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