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TLDR: Bought a Genesis GV80 2.5t Prestige and had an accident the next day. The car is still being repaired after 8 months because they cannot program the radar module. Genesis corporate and the dealerships are doing nothing to help me. My insurance agent is frustrated. Has anyone else had a similar issue?

I bought a Genesis GV80 2.5t prestige in March of this year, and after a day of driving it, I had an accident, which damaged the frame rails (wasn't my fault, uninsured driver crossed the red light and I hit his car. He initially denied crossing the light but luckily, a doorbell camera caught the accident. Got myself a dashcam afterwards, please get yourself a dashcam, it will come in handy one day).

After the accident, I tried getting dealerships around my area (Greater Philadelphia area) to repair the car, because I preferred a Genesis dealership repair considering how new the car was (165 miles). I made a bunch of calls and the earliest appointment time was 3 weeks away, so I spoke to my insurance repair agent and he told me that I can use their in-network bodyshop to repair the car, then after the repair, the car can be sent to a Genesis dealership for validation. I agreed and the body shop started the repair in April (I am glad I went with the body shop, I will explain why).

The mechanic at the body shop explained to me that there are certain parts that are back ordered with no availability (belt buckle and wiring harness for the sensors), so he advised me to call the dealership and trade-in the car. He explained to me that many clients with expensive cars do it. The dealership assesses the damage and values the car based on the price of the car minus the cost of repair and depreciation due to the damage. The insurance then cuts a check for the repair, then the trade-in can happen. I called around and asked, but none of the dealerships around me were interested. The salesperson who sold the car to me agreed to give me a trade-in value. The sales person valued the car at $5000, lol. (I paid $70,000 for the car, and the car sustained about $40,000) in damage. I decided to wait for the repair. While waiting, I got myself a Genesis GV70 Advanced because I really wanted to drive a Genesis. I figured it was cheaper than renting, and Genesis cars seem to hold their value so I will just sell it as soon as the GV80 is repaired and ready.

It took 6 months for all the parts to arrive, and I am glad that I went with the insurance body shop rather than a Genesis dealership. The body shop mechanic was very communicative, calling me 2 times a week, which dropped to once a week when it was no longer necessary to constantly communicate the progress with me (we were waiting on the 2 parts I mentioned earlier). After 6 months, the final part came and he put the car together, the only problem was that the mechanic could not program the radar module, so the lane keeping assist warning was on. The mechanic had a specialist try programming the sensor, but could not so told me that he was going to make an appointment with a Genesis dealership to program the sensor and validate the repair.

I had the same problems as I described earlier in getting an appointment date, but luckily I found a dealership (same place I purchased my vehicle) that was willing to accept the car immediately, but start work on it when they can. This is where the fun part started.

I had not heard from the dealership in about a month, so I called them to inquire, and they told me that apparently, they cannot program the radar module because they usually get the data from the old sensor. They contacted the body shop to try to get the sensor but it was either damaged, or they realized that they wouldn't need it so threw it away. The dealership told me that without the old module, they cannot program the car, so they are working with the Genesis engineers in Korea to figure out the issue. Two weeks later, I called them again and this time the service rep told me that they just can't figure it out, they simply cannot, and there is nothing they can do about it. I told him that I work in tech (I am a Data Scientist/Software Engineer) so he should explain what is happening. He explained to me that there are multiple variables used to program the radar. you have to pair the variables together, to get the correct one for your vehicle, if not then you have to try them each time in pairs, and drive the vehicle for a bit to test that it worked, which is practically impossible to do. He advised me to contact Genesis corporate to see if they could help me.

I called Genesis corporate and they opened a case. They asked me what I wanted. I told them that I will accept a buy-back or trade-in. The agent said she will get back to me (did not). I had to constantly call her in order to reach her (she was always busy). After 2 weeks, she told me that she has talked with the dealership and that they will trade in the vehicle, and she has also received an answer on the buy-back request so she is emailing the letter to me. The buy-back was denied in the letter because it was not covered under lemon law. Mind you, I never filed a lemon law claim, I spoke to the customer service agent in good faith, about how I am a customer who has not 1, but 2 Genesis cars, and they might want to buy back as a sign of goodwill. I called again, very angry and told the customer service and threatened to out them for their utter incompetence because it is not my fault that they sold me a car which apparently cannot be repaired. She said she will get back to me. It has been a week and I have yet to hear from them.

Now on the dealership side of things, the dealership experience manager called me, being very apologetic, and said that they want to assess the repair before giving me a trade-in value. After that call, I received another call from the service department, the rep told me that they have spoken to my insurance and authorized the purchase of another radar module to see if they can program it (maybe the issue with the old one was because it was programmed before). This happened last week and the module was supposed to arrive last week Thursday. The customer experience manager from the dealership then called me again, and told me that without the radar module programmed, he could not give me a value of the car as it is considered a total loss and not repairable. I called my insurance to check, they were all stunned at how incompetent Genesis could be, and the told me to wait for the result of the final try, so that they will figure out a way to help me.

I called the dealership on Monday to check the progress. The service rep told me that my case was unique so Genesis sent in a field tech to come program the vehicle, and the field tech came in to get my car's vin number and information last week Friday, and that he will come back in a day or 2 to try to program the radar module. Called them today and they said that they would return my call, but they did not.

I am sorry for the long write-up, but I needed to explain the situation in detail. Is anyone having similar issues like this? According to the service rep who advised me to call corporate, he mentioned that he has seen customers with issues who called corporate to have them resolved.
 

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Korea has a long history of ignoring warranty claims in the electronics industry.
Endless "you need to talk to XX dept" and you go round and round and round.
Not at all surprised that it's carried over to their automotive industry.
 

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Discussion Starter · #3 ·
Korea has a long history of ignoring warranty claims in the electronics industry.
Endless "you need to talk to XX dept" and you go round and round and round.
Not at all surprised that it's carried over to their automotive industry.
Yeah it has been a huge pain for me. I traded a Benz GLE for it, and before that a BMW X3 and never had any problems whatsoever. This is the worst experience I have ever had with a "premium brand".
 

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Auto parts are a real problem right now for any brand car. I took my car to a body shop to get some paint work. I aksed the guy when he could do it and he said, bring it in tomorrow. I said Tomorrow,why so quick? He told me because I did not need any parts. He pointed to several cars and said he is waiting for parts. One car in particular, a Lexus has been sitting in his lot for 5 months waiting for a 15 dollar part. He said he has $13,000 into it and can't get paid until that cheap part come in.
 

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Auto parts are a real problem right now for any brand car. I took my car to a body shop to get some paint work. I aksed the guy when he could do it and he said, bring it in tomorrow. I said Tomorrow,why so quick? He told me because I did not need any parts. He pointed to several cars and said he is waiting for parts. One car in particular, a Lexus has been sitting in his lot for 5 months waiting for a 15 dollar part. He said he has $13,000 into it and can't get paid until that cheap part come in.
now even PAINT is a problem. Shops can't get what they need or the price is double or x3. I ordered a pint of base coat for my sons old saturn and it took about 10 weeks. Normal turnaround is 2 but they can't get the paint..... Oh and the price is double what it was a year ago.
 

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I am sorry to hear about all your troubles! That is a nightmare. Maybe your insurance will declare it a Total Loss???

I had a small accident just a week ago with my Genesis GV60. I am still waiting for the insurance to create the claim, but I am super concerned about having issues procuring the necessary parts, especially the outer Body Parts that will most likely need to come from Korea. I have been told these parts may not even exist yet because this is the first year on this vehicle. I have had the same terrible experiences you have had with my Dealership...from the time of sale and afterwards. I intend on using a Body Shop I have chosen (had great reviews) and making sure they replace any Mechanical Parts with Genesis OEM, so as to not void my warranty.

The service department at my dealership has terrible reviews, just as does the sales department. Sadly, it seems Genesis Corporate doesn't really care about the service provided by Dealerships selling their products. This is all quite dismaying from a Car Manufacturer, much less from one who is supposed to be Luxury! I have had WAY better service from Subaru! It seems all the extra services we are supposed to receive being a Genesis customer are just lip service. I have submitted a complaint with Corporate Genesis regarding the issues I have had with my dealership, but I don't expect to receive a call back. I love my car, but sometimes I wish I never bought it. Like anything, it's only as good as it's weakest link.
 

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I know the kind of mess you are going through. Had an interstate head-on collision with a Lexus SUV many years ago. The car was a month old. The insurer wanted to repair $35,000 of damage on a $50,000 car (at the time). After much hassle, I had the insurance company declare the car to be totaled, and they paid me almost enough to buy another new one. As far as the GV is concerned, I needed a rear electronic latch for a warranty claim last year for my 2021 model. Had to wait nearly a month for the part to show up, but it did and was promptly repaired. I guess the bottom line here might be that regardless of the brand, insurance companies are difficult to deal with for claims, and supply chains are slowing things down.
 

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Discussion Starter · #8 ·
I know the kind of mess you are going through. Had an interstate head-on collision with a Lexus SUV many years ago. The car was a month old. The insurer wanted to repair $35,000 of damage on a $50,000 car (at the time). After much hassle, I had the insurance company declare the car to be totaled, and they paid me almost enough to buy another new one. As far as the GV is concerned, I needed a rear electronic latch for a warranty claim last year for my 2021 model. Had to wait nearly a month for the part to show up, but it did and was promptly repaired. I guess the bottom line here might be that regardless of the brand, insurance companies are difficult to deal with for claims, and supply chains are slowing things down.
My insurance company has been surprisingly helpful so far, especially knowing how frustrating the insurance process can be. They explained to me that the car needed $15,000 more damage in order to be declared a total loss.
My issue here isn’t with the insurance company, it’s currently with Genesis. They’re unwilling to help me as this is now a software/programming issue rather than a parts issue. I really regret my purchase and after this fiasco is over, I’m going back to a German brand.

With the German brands, I’m at least assured of great customer service and available servicing slots, and loaners actually being available.
 

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Discussion Starter · #9 ·
I am sorry to hear about all your troubles! That is a nightmare. Maybe your insurance will declare it a Total Loss???

I had a small accident just a week ago with my Genesis GV60. I am still waiting for the insurance to create the claim, but I am super concerned about having issues procuring the necessary parts, especially the outer Body Parts that will most likely need to come from Korea. I have been told these parts may not even exist yet because this is the first year on this vehicle. I have had the same terrible experiences you have had with my Dealership...from the time of sale and afterwards. I intend on using a Body Shop I have chosen (had great reviews) and making sure they replace any Mechanical Parts with Genesis OEM, so as to not void my warranty.

The service department at my dealership has terrible reviews, just as does the sales department. Sadly, it seems Genesis Corporate doesn't really care about the service provided by Dealerships selling their products. This is all quite dismaying from a Car Manufacturer, much less from one who is supposed to be Luxury! I have had WAY better service from Subaru! It seems all the extra services we are supposed to receive being a Genesis customer are just lip service. I have submitted a complaint with Corporate Genesis regarding the issues I have had with my dealership, but I don't expect to receive a call back. I love my car, but sometimes I wish I never bought it. Like anything, it's only as good as it's weakest link.
You were actually very smart going with a different body shop. They will use OEM parts since the car is super new and there’s barely any after market/used parts available. My car was repaired with 100% OEM parts.

Genesis dealerships are an absolute pain to deal with. My GV70 is currently due for servicing and I have an issue with the 4 wheel drive system, and the earliest appointment I got was 3 weeks away. I hope your issue gets solved quickly and you don’t wait like I have for 8 months (almost 9 months).
 

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I’m genuinely puzzled. Why have you not filed charges against the dealership? Under Pennsylvania law, you are well within your rights for a full replacement (new GV80) or a full refund. Under PA Lemon Law, If you vehicle cannot be fixed and returned to you in 30 days, you are entitled to file charges. In this case, you are clearly within you right to ask for a full refund. What are you waiting for? Call a lawyer or the state and get them involved.
 

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Discussion Starter · #11 ·
I’m genuinely puzzled. Why have you not filed charges against the dealership? Under Pennsylvania law, you are well within your rights for a full replacement (new GV80) or a full refund. Under PA Lemon Law, If you vehicle cannot be fixed and returned to you in 30 days, you are entitled to file charges. In this case, you are clearly within you right to ask for a full refund. What are you waiting for? Call a lawyer or the state and get them involved.
I spoke to a lawyer when they were struggling to fix it and he didn’t think it was Lemon law. He said due to parts shortages, it takes long for vehicles to get repaired. I’m in the process of consulting with other lawyers so I’ll let you know how it goes.
 

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As you stated, this delay is not caused by a delay in parts, but incompetent mechanics who can’t figure out how to program the new parts. That’s on them, not you. Call the state, not a lawyer. At the very least, I hope you have been driving a free loaner of comparable quality as the GV80.
 

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Discussion Starter · #13 ·
As you stated, this delay is not caused by a delay in parts, but incompetent mechanics who can’t figure out how to program the new parts. That’s on them, not you. Call the state, not a lawyer. At the very least, I hope you have been driving a free loaner of comparable quality as the GV80.
Nope I’m not driving a loner. In fact the dealership is very hard to reach, and it took them 2 weeks just to look at it. Thanks for this. I’ll go ahead and reach out to my state on Monday.
 

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@ttk_japn Best of luck, I hope it works out. I just dropped of my '21 GV80 at the body shop yesterday. I was involved in a minor rear-end but still caused about $2k worth of damage. I at least got a rental car (suppose to be reimbursed at the end of repairs), but I dont want to have my car sitting in a shop for months waiting on a $10 tow hook cover. Keeping my fingers crossed that they can get this done per estimate (one week)
 

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Discussion Starter · #15 ·
@ttk_japn Best of luck, I hope it works out. I just dropped of my '21 GV80 at the body shop yesterday. I was involved in a minor rear-end but still caused about $2k worth of damage. I at least got a rental car (suppose to be reimbursed at the end of repairs), but I dont want to have my car sitting in a shop for months waiting on a $10 tow hook cover. Keeping my fingers crossed that they can get this done per estimate (one week)
Hopefully your car is repaired quickly.
 

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Wow, This tops my story on the gv70 board. What a nightmare to have to go through on a brand new car. At least the dealer loaned me a gv80 a few days ago to ease the out of pocket rental costs I've had to incur during my long wait for a harness that holds the bumper camera in place
 

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Wow, This tops my story on the gv70 board. What a nightmare to have to go through on a brand new car. At least the dealer loaned me a gv80 a few days ago to ease the out of pocket rental costs I've had to incur during my long wait for a harness that holds the bumper camera in place
Yeah I’m done with the Genesis brand after this whole ordeal.
 

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TLDR: Bought a Genesis GV80 2.5t Prestige and had an accident the next day. The car is still being repaired after 8 months because they cannot program the radar module. Genesis corporate and the dealerships are doing nothing to help me. My insurance agent is frustrated. Has anyone else had a similar issue?

I bought a Genesis GV80 2.5t prestige in March of this year, and after a day of driving it, I had an accident, which damaged the frame rails (wasn't my fault, uninsured driver crossed the red light and I hit his car. He initially denied crossing the light but luckily, a doorbell camera caught the accident. Got myself a dashcam afterwards, please get yourself a dashcam, it will come in handy one day).

After the accident, I tried getting dealerships around my area (Greater Philadelphia area) to repair the car, because I preferred a Genesis dealership repair considering how new the car was (165 miles). I made a bunch of calls and the earliest appointment time was 3 weeks away, so I spoke to my insurance repair agent and he told me that I can use their in-network bodyshop to repair the car, then after the repair, the car can be sent to a Genesis dealership for validation. I agreed and the body shop started the repair in April (I am glad I went with the body shop, I will explain why).

The mechanic at the body shop explained to me that there are certain parts that are back ordered with no availability (belt buckle and wiring harness for the sensors), so he advised me to call the dealership and trade-in the car. He explained to me that many clients with expensive cars do it. The dealership assesses the damage and values the car based on the price of the car minus the cost of repair and depreciation due to the damage. The insurance then cuts a check for the repair, then the trade-in can happen. I called around and asked, but none of the dealerships around me were interested. The salesperson who sold the car to me agreed to give me a trade-in value. The sales person valued the car at $5000, lol. (I paid $70,000 for the car, and the car sustained about $40,000) in damage. I decided to wait for the repair. While waiting, I got myself a Genesis GV70 Advanced because I really wanted to drive a Genesis. I figured it was cheaper than renting, and Genesis cars seem to hold their value so I will just sell it as soon as the GV80 is repaired and ready.

It took 6 months for all the parts to arrive, and I am glad that I went with the insurance body shop rather than a Genesis dealership. The body shop mechanic was very communicative, calling me 2 times a week, which dropped to once a week when it was no longer necessary to constantly communicate the progress with me (we were waiting on the 2 parts I mentioned earlier). After 6 months, the final part came and he put the car together, the only problem was that the mechanic could not program the radar module, so the lane keeping assist warning was on. The mechanic had a specialist try programming the sensor, but could not so told me that he was going to make an appointment with a Genesis dealership to program the sensor and validate the repair.

I had the same problems as I described earlier in getting an appointment date, but luckily I found a dealership (same place I purchased my vehicle) that was willing to accept the car immediately, but start work on it when they can. This is where the fun part started.

I had not heard from the dealership in about a month, so I called them to inquire, and they told me that apparently, they cannot program the radar module because they usually get the data from the old sensor. They contacted the body shop to try to get the sensor but it was either damaged, or they realized that they wouldn't need it so threw it away. The dealership told me that without the old module, they cannot program the car, so they are working with the Genesis engineers in Korea to figure out the issue. Two weeks later, I called them again and this time the service rep told me that they just can't figure it out, they simply cannot, and there is nothing they can do about it. I told him that I work in tech (I am a Data Scientist/Software Engineer) so he should explain what is happening. He explained to me that there are multiple variables used to program the radar. you have to pair the variables together, to get the correct one for your vehicle, if not then you have to try them each time in pairs, and drive the vehicle for a bit to test that it worked, which is practically impossible to do. He advised me to contact Genesis corporate to see if they could help me.

I called Genesis corporate and they opened a case. They asked me what I wanted. I told them that I will accept a buy-back or trade-in. The agent said she will get back to me (did not). I had to constantly call her in order to reach her (she was always busy). After 2 weeks, she told me that she has talked with the dealership and that they will trade in the vehicle, and she has also received an answer on the buy-back request so she is emailing the letter to me. The buy-back was denied in the letter because it was not covered under lemon law. Mind you, I never filed a lemon law claim, I spoke to the customer service agent in good faith, about how I am a customer who has not 1, but 2 Genesis cars, and they might want to buy back as a sign of goodwill. I called again, very angry and told the customer service and threatened to out them for their utter incompetence because it is not my fault that they sold me a car which apparently cannot be repaired. She said she will get back to me. It has been a week and I have yet to hear from them.

Now on the dealership side of things, the dealership experience manager called me, being very apologetic, and said that they want to assess the repair before giving me a trade-in value. After that call, I received another call from the service department, the rep told me that they have spoken to my insurance and authorized the purchase of another radar module to see if they can program it (maybe the issue with the old one was because it was programmed before). This happened last week and the module was supposed to arrive last week Thursday. The customer experience manager from the dealership then called me again, and told me that without the radar module programmed, he could not give me a value of the car as it is considered a total loss and not repairable. I called my insurance to check, they were all stunned at how incompetent Genesis could be, and the told me to wait for the result of the final try, so that they will figure out a way to help me.

I called the dealership on Monday to check the progress. The service rep told me that my case was unique so Genesis sent in a field tech to come program the vehicle, and the field tech came in to get my car's vin number and information last week Friday, and that he will come back in a day or 2 to try to program the radar module. Called them today and they said that they would return my call, but they did not.

I am sorry for the long write-up, but I needed to explain the situation in detail. Is anyone having similar issues like this? According to the service rep who advised me to call corporate, he mentioned that he has seen customers with issues who called corporate to have them resolved.
Man, your "experience" certainly is > than mine, but suffice it to say, Genesis is selling the Lexus/Mercedes Benz, Audi, and Porsche experience and then delivering Hyundai quality customer care. I love my GV70 3.5 (all the bells and whistles) when it runs, but it has already suffered two critical failures in the first 12k miles. To say I have no confidence in the reliability is an understatement and I'll NEVER buy another one. Genesis Corporate is almost as worthless (and clueless) as the dealerships are.
 

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Discussion Starter · #20 ·
Anyways there’s an update on the case. Yesterday I was able to reach the dealership. I called them about 5 times until someone finally answered. I was told that they have finally figured out the variables required to program the radar module and they’ll program it this week.

I called my state and spoke to a few lawyers and they all concluded that this was not lemon law because the issue happened as a result of the accident. The lawyer said I can issue a property damage claim (loss of use + incurred expense) against the offending party, but this is someone who was uninsured, so I’ll practically be wasting my money and my time.

My state’s agent although told me that this might qualify as a total loss since the car cannot be repaired to its original state, so I’m waiting for a verdict from the dealership, then I will talk to my insurance agent to start the total loss process.
 
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