Worst Customer Experience In The Auto Market

[cheech]

I've owned a Genesis since 2015 and have been looking to upgrade now for 2 years. Open heart surgery is a simpler procedure. Wake up Genesis Executives!! Your current store and home service isn't working and your sales reflect this. Someone just told me that your sales are doubling!! Doubling from what?? The public does not buy to your liking of how cars should be sold. You should be embarrassed.

 

[DMH]

I've owned a Genesis since 2015 and have been looking to upgrade now for 2 years. Open heart surgery is a simpler procedure. Wake up Genesis Executives!! Your current store and home service isn't working and your sales reflect this. Someone just told me that your sales are doubling!! Doubling from what?? The public does not buy to your liking of how cars should be sold. You should be embarrassed.

Totally agree....Own a 2019 Genesis G90.... love the car...but the service is a nightmare..... I would say run....not walk away from Genesis...

 

[PJ Genesis]

Totally agree....Own a 2019 Genesis G90.... love the car...but the service is a nightmare..... I would say run....not walk away from Genesis...

Totally agree. We cancelled the sale at one dealership due to how difficult they were to work with. The second dealership was much better during the sales process. However, I am trying to schedule a service visit to have the "Total Care" package finishes applied. They didn't answer the first call and didn't return my message. One week later I called again. The service guy referred me back to the salesman to have the work done and salesman referred me back to service. Net result is they can do the valet service in two weeks. Love our G70, but totally unimpressed with the dealership experience. We passed by the dealer a couple of weeks ago and they had a newer G90 up on stands with the wheels off, right next to the street. Not a good look.
I've owned 35 cars and have a wide range of vehicle needs from sports cars to everyday haulers. At this point, this is my first and last Genesis or Hyundai product. I think they are worse than the slimy Toyota dealers from the 1980s.

 

[Husky]

It's such a shame, I would like to see Genesis succeed. They may, despite themselves, once the SUVs are in full production, depending on pricing I suppose, since they're still trying to compete with high-end competitors, not just Ford, Mazda, Honda, etc...

 

[PMCErnie]

Totally agree. We cancelled the sale at one dealership due to how difficult they were to work with. The second dealership was much better during the sales process. However, I am trying to schedule a service visit to have the "Total Care" package finishes applied. They didn't answer the first call and didn't return my message. One week later I called again. The service guy referred me back to the salesman to have the work done and salesman referred me back to service. Net result is they can do the valet service in two weeks. Love our G70, but totally unimpressed with the dealership experience. We passed by the dealer a couple of weeks ago and they had a newer G90 up on stands with the wheels off, right next to the street. Not a good look.
I've owned 35 cars and have a wide range of vehicle needs from sports cars to everyday haulers. At this point, this is my first and last Genesis or Hyundai product. I think they are worse than the slimy Toyota dealers from the 1980s.

Oh my god, a car dealer had wheels off a car!

 

[PFWiz]

We have had absolutely no problems either buying our 2020 G80 Sport or having it serviced with valet pick up. Bad dealers are bad dealers no matter what kind of car...

 

[Trixie86]

We have had absolutely no problems either buying our 2020 G80 Sport or having it serviced with valet pick up. Bad dealers are bad dealers no matter what kind of car...

I'm hoping for the same when I schedule 1st service.

 

[LandOfConfusion]

I'm hoping for the same when I schedule 1st service.

Pro tip: If you had a reasonably good experience with a particular sales staff member, get back in touch with them to see which service advisor you should communicate with on all valet service, etc. Then, treat that SA as professionally as you can, but feel free to patch the salesperson back into the communications if things go awry. Good sales staff will be sensitive to the quality of care you get on the valet/service/repair end of things.

Now, if you got a bad salesperson, I don't know what to tell you.

 

[cheech]

I have never encountered a problem with servicing. I take it to my local Hyundai dealership and most of the time its in and out. It's the new buying process. I don't want sales people visiting my home. My home is not a dealership where I can stare at the car for as long as I want. Sit in the car as many times as I want. Ask or view a sticker price without going into long discussions. I want to purchase a car (Procedures) on my terms not theirs. I can go into a dealership as many times as I want and select a sales person of my choice until such time that I am ready. I truly feel they have forgotten who the customer is. I'm sure in the US they have multiple dealerships where you can kick the tires. Here we have a "store" in a mall with very little or no choice of vehicles to view. Then they proceed to tell you how difficult it is to get a car.

 

[Trixie86]

Pro tip: If you had a reasonably good experience with a particular sales staff member, get back in touch with them to see which service advisor you should communicate with on all valet service, etc. Then, treat that SA as professionally as you can, but feel free to patch the salesperson back into the communications if things go awry. Good sales staff will be sensitive to the quality of care you get on the valet/service/repair end of things.

Now, if you got a bad salesperson, I don't know what to tell you.

Thanks for the advise. Fortunately I've been communicating with the GM at dealership.

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[EdP]

I have never encountered a problem with servicing. I take it to my local Hyundai dealership and most of the time its in and out. It's the new buying process. I don't want sales people visiting my home. My home is not a dealership where I can stare at the car for as long as I want. Sit in the car as many times as I want. Ask or view a sticker price without going into long discussions. I want to purchase a car (Procedures) on my terms not theirs. I can go into a dealership as many times as I want and select a sales person of my choice until such time that I am ready. I truly feel they have forgotten who the customer is. I'm sure in the US they have multiple dealerships where you can kick the tires. Here we have a "store" in a mall with very little or no choice of vehicles to view. Then they proceed to tell you how difficult it is to get a car.

I can understand that. I don't want the salesman at my house either but with the virus, many dealers are touting that as an option.

 

[PJ Genesis]

Oh my god, a car dealer had wheels off a car!

A little additional context to the G90 on jack stands. First, the place looks like a taxi cab repair shop (it actually is, as there is a fleet of Hyundais jammed in with taxi plates). Second, the G90 was sitting very close to a busy street among the taxi fleet. Just a low rent scene with a high end car in the middle. You wouldn't be happy if that were your car.

 

[Prospective G80 Owner]

We have had absolutely no problems either buying our 2020 G80 Sport or having it serviced with valet pick up. Bad dealers are bad dealers no matter what kind of car...

Except with Genesis, it doesn't appear to be just the odd bad dealership here and there. There have been numerous reports on this board about Hyundai dealerships around the country that are not providing the level of service that Genesis promised. I had issues with the two Virginia dealerships in the Washington, DC metro area I interacted with when I purchased my car, and I had problems with three separate dealerships in the Miami metro area when I went to service my 2019 G80 Sport during the 20+ months that I owned the car. It got to the point where I just had had enough and sold it back to the dealership in July and bought a Maserati Quattroporte GranLusso.

Although this has nothing to do with my dealership(s) experience, I had to chuckle this morning when I received an email from Genesis providing me with my monthly status report on the vehicle I no longer have. It provided me with the current odometer reading as of Sept. 5th, and informed me that the vehicle is operating normally and that no maintenance is required at this time. How wonderful to learn, lol. If I was an evil person, I'd sign into the MyGenesis app and see if I can still start the car (where ever it may be), lol.

Just a further indication of some of the glitches in the Genesis ownership experience. I actually hope that Genesis can get its act together because I like their vehicles, especially the look of the redesigned 2021 G80. I can envision myself in another Genesis vehicle if and when they get their stand-alone dealerships and reports of interactions with dealership personnel improve.

 

[TinsleyC]

Your comments about receiving the email on the status of the car reminds me of my maintenance. My monthly vehicle report shows one set of stats for my next oil change but the website shows another, even though I have logged the oil changes properly by selecting that service. Website also says that due to my driving environment I should change my oil every 3,750 miles, although notices say 7,500. It's just all out of whack. Also when the dealer changed my oil, they did not log it in my online record.

 

[Mcc]

There have been numerous reports on this board about Hyundai dealerships around the country that are not providing the level of service that Genesis promised.

The plural of anecdote is not data

 

[PMCErnie]

Sorry to learn that you are toughing it out with a Maserati.

 

[Prospective G80 Owner]

The plural of anecdote is not data

Wow, how original! Care to share any additional bon mots? We'll wait while you consult Bartlett's for another witticism that you'd like to pass along to us.

 

[Prospective G80 Owner]

Sorry to learn that you are toughing it out with a Maserati.

Thanks, but my suffering ended when I sold my Genesis.

 

[TinsleyC]

I get it. I was at Sewell Infiniti if Dallas yesterday where I've shopped for years. They sell Lexus, Audi and others. Fantastic experience while my friend bought a car. I really miss that white glove experience when sitting in the service department of the Hyundai dealership getting my Genesis serviced.

 

[PJ Genesis]

I get it. I was at Sewell Infiniti if Dallas yesterday where I've shopped for years. They sell Lexus, Audi and others. Fantastic experience while my friend bought a car. I really miss that white glove experience when sitting in the service department of the Hyundai dealership getting my Genesis serviced.

That was pretty funny. To me, it isn't the dealership conditions (nicer dealerships would be nice), but the lack of follow up and poor communication. That will not change in a new, fancy, stand alone dealership.