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Hi all!

I'm considering buying a GV70 but was curious how is the car service experience when you bring it in for maintenance. I know they're basically Hyundai dealership service centers but is the customer experience great? Do they loan out Genesis cars when your car is in service etc.?
 

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I would hope Genesis monitors this site, and takes the comments and feedback seriously. They need to immediately address the experience dealing with a Hyundai dealership when getting service. I just had my 5,000 service done, and I felt it was impersonal and disappointing. I get in a queue, they take pictures of the entire exterior of the car (why??) and then my 60 minute service became a “call you in four hours” issue. They offered me a ride home, but I ended up in a Lyft after an hour because their shuttle never came back. THe wiring kit they told me they would install for my radar detector, then told me they couldn’t because the wiring connectors were wrong (no, it was specific to the vehicle), and then the package was returned unopened. I am sorry they don’t recognize the difference in servicing a customer with a $72K car versus a 6 year old Elantra. Very disappointing - learn from Lexus, Acura, BMW and MB quickly. Even with my wife’s Mazda (same owner as Hyundai) is far more accommodating and personable.
 

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While it was a bit tedious to get in touch with Genesis service, they did accommodate my request to service and fix my 2021 GV80 in July 2021. Dealer was located 50 miles, and one hour away but they brought me a loaner and returned my vehicle within one day. All covered without cost. Can't complain.
 

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I love the car but the dealerships/service are abysmal compared to other luxury car dealers. For my first service (required after only 6000 miles) I called weeks in advance but was told there were no loaner cars for that service because it would only take 60-90 mins max - it was 2.5 hours and I was told the 'complementary car wash' would add 2 additional hours so I skipped that. When I set up the appt I also said there were a couple electrical issues that they said they would look at. On the day of service, they said the technician only was trained on tire rotation and checking fluid levels and isn't trained on electrical issues so I'd have to make a different appt for those. After I got home I realized they had not reset the "service overdue" notification, had not refilled washer fluid, and there was a new rattle under the hood that I eventually figured out the technician had left a socket from his wrench rolling around in plastic tray under the hood. When I called the dealer back the advisor said "sorry, bring it by" (they are 2 hrs away) or he said "go online and find out how to reset the service interval".
 

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I love the car but the dealerships/service are abysmal compared to other luxury car dealers. For my first service (required after only 6000 miles) I called weeks in advance but was told there were no loaner cars for that service because it would only take 60-90 mins max - it was 2.5 hours and I was told the 'complementary car wash' would add 2 additional hours so I skipped that. When I set up the appt I also said there were a couple electrical issues that they said they would look at. On the day of service, they said the technician only was trained on tire rotation and checking fluid levels and isn't trained on electrical issues so I'd have to make a different appt for those. After I got home I realized they had not reset the "service overdue" notification, had not refilled washer fluid, and there was a new rattle under the hood that I eventually figured out the technician had left a socket from his wrench rolling around in plastic tray under the hood. When I called the dealer back the advisor said "sorry, bring it by" (they are 2 hrs away) or he said "go online and find out how to reset the service interval".
Seems you've got a lousy dealership you're working with. From the comments I read online, the dealership service varies greatly, suggesting that Genesis doesn't have a very good handle on its network. I've owned MB, Lexus, Jag, etc and the service comparison is dramatically different (they are all much better). Fortunately, the Genesis product itself has been pretty good, minimizing the need for service.
 

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Seems you've got a lousy dealership you're working with. From the comments I read online, the dealership service varies greatly, suggesting that Genesis doesn't have a very good handle on its network. I've owned MB, Lexus, Jag, etc and the service comparison is dramatically different (they are all much better). Fortunately, the Genesis product itself has been pretty good, minimizing the need for service.
I agree, like you I've had Mercedes, Lexus, Jag, BMW, Audi, Porsche, Land Rover (I think I have a problem) and all of those brand's service levels and dealership professionalism are consistent and much better than Genesis. I dealt with 3 different Genesis dealers while car shopping and all three were sub-par and frustrating ... couldn't get straight answers, playing games with pricing (eg: "we don't increase the price just because GV80s are in short supply" ... not mentioning that they add $4000 in mandatory simonize and protective film on the front!!!); when my car was delivered the person said he didn't really know anything about the features so a trainer will call the next day to walk me through the car... it's been 6 months and I have never gotten any kind of followup. It definitely leaves the impression that they are high-volume, commission focused sales people & managers used to pushing high volumes of $30k cars. Unfortunately everyone I've asked says that Genesis are looking at creating dealerships separate from Hyundai 'over the next couple years' so I'm not optimistic anything is really going to improve anytime soon.
 

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Disclaimer: I do not work for Hyundai/Kia/Genesis

Must be one the odd one out here. Experiences with my Genesis dealership from initial deposit to delivery to after sales service has been good - better than my usual Mercedes, Porsche, BMW or Porsche experience. They have not made me run around to get an answer for anything. Only other dealership I could equate to in terms of "no BS" would be the Ferrari dealership. Yes, I know it sounds unlikely, but only other time where the people were straight shooting with their customers was at Ferrari.

Only problem so far is the dealership decor since it is shared with Hyundai, but this is just vanity. If the Genesis experience spaces in Korea are any indication, they should be able to leap over their main competition with ease.

On a side note, for Mercedes and BMW, believe they have gone hunting for volume and their sales and service capacity are still stuck as if they only sold 3 sedans and maybe 2 coupes like its 1992
 

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Hi all!

I'm considering buying a GV70 but was curious how is the car service experience when you bring it in for maintenance. I know they're basically Hyundai dealership service centers but is the customer experience great? Do they loan out Genesis cars when your car is in service etc.?
I think all dealerships are under stress, but dealerships in San Antonio are not good and will not support the concierge service of picking up your car or providing a loaner. You will stand in line with everyone else and get poor service. They have a "Genesis guy" in service but simply just a figure head....

Before purchasing check out what the service department looks like. In San Antonio the Red Macomb's doors are broken in the service department and you walk through the employee entrance.

Great car though!
 

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The Genesis Service for the luxury GV80 I purchased in April of 2021 is abysmal. The claims of luxury service during the car purchase process are completely false.

1.) They do not answer the phone
2.) They do not have enough loaner cars to cover the number of outstanding customers
3.) There is conflicting information about how frequently one is entitled to have a loaner car driven to your home in order for your car to be picked up for service
4.) On and on...

The bottom line is there is no luxury Genesis Service by Hyundai dealerships. There is no understanding of luxury service and the claims they make of your post-purchase experience are completely false.

It is a good car, however.
 

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Hi all!

I'm considering buying a GV70 but was curious how is the car service experience when you bring it in for maintenance. I know they're basically Hyundai dealership service centers but is the customer experience great? Do they loan out Genesis cars when your car is in service etc.?
Hi: I took my wife's GV70 twin-turbo to the local Genesis dealer with a defective A/C control module. No loaner car available that day. The following day, the dealer provided us with a G70 sedan, full gas tank and with toll pass emblem.
 

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Hi all!

I'm considering buying a GV70 but was curious how is the car service experience when you bring it in for maintenance. I know they're basically Hyundai dealership service centers but is the customer experience great? Do they loan out Genesis cars when your car is in service etc.?
You won't believe it could be this good. It's great,luxury treatment
 

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I had a great buying experience, once I left the state of Nevada...
The two Nevada dealers were essentially game playing with prices, and their markup changed almost hourly, even when speaking with the same sales person trying to research the purchase.
I ended up in Santa Monica and had a FANTASTIC experience there.
My sales person had tremendous follow through, answered questions honestly - even "let me find out" and DID, arranged for shipping and picking up the trade, etc.

However, I'm now forced to service with the same 2 dealerships local to me.
I scheduled a warranty service through the Genesis app and requested a call back to confirm.
No call back, a loaner was not even an option, just a shuttle - even though this isn't just a service.
I have overhead camera issues (alignment and obscured sections of the picture), etc.

I'll have to call the dealer re: a loaner tomorrow, and ensure they have a list of the 3 issues they are correcting....

So, in answer to your question, not great so far....
 

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I had a great buying experience, once I left the state of Nevada...
The two Nevada dealers were essentially game playing with prices, and their markup changed almost hourly, even when speaking with the same sales person trying to research the purchase.
I ended up in Santa Monica and had a FANTASTIC experience there.
My sales person had tremendous follow through, answered questions honestly - even "let me find out" and DID, arranged for shipping and picking up the trade, etc.

However, I'm now forced to service with the same 2 dealerships local to me.
I scheduled a warranty service through the Genesis app and requested a call back to confirm.
No call back, a loaner was not even an option, just a shuttle - even though this isn't just a service.
I have overhead camera issues (alignment and obscured sections of the picture), etc.

I'll have to call the dealer re: a loaner tomorrow, and ensure they have a list of the 3 issues they are correcting....

So, in answer to your question, not great so far....
As a side note, I've now opened a ticket with Genesis CS as the dealer has still not communicated with me.
CS attempted to contact the dealer multiple times without response.
The ticket was then escalate to a Tier II rep - who, after 2 weeks, has only sent me an introduction letter regarding a buyback IF I was unable to get local service.
It's now being handled as a buyback, no matter how many times I tell them - I love the car just get me RELIABLE and COMMUNICATIVE service....
Alas, another black hole.
 

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Well, let me tell you my recent experience. I have the 3.5 GV70 (love it) and it is time for its 12-month maintenance check-up and oil change. I called the concierge service from my vehicle to get the SUV picked up and returned after the service. The first time I called they couldn't contact the dealership for some reason. They said they would contact them the next day and give me a call back. They never called me back. So, I called again. They got a hold of the dealership and said that the first date I could get for the service is sometime in September! I said, okay. They called the dealership again to confirm the appointment and got the response that the concierge service is not offered because of the pandemic. I hung up and called the dealership directly. I got an appointment for Aug 30th. I have to take the vehicle in for the service. It's a big pain...!
 

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The concierge service is good for Hyundai. Genesis needs to open their own dealerships similar to Acura, Lexus and Infinity. Until they open Genesis exclusive dealerships the service experience will not be on par with other luxury dealerships. However, in all fairness, I must say that the Genesis concierge rep. at Hyundai of Kennesaw, GA (Jonathan) is exceptional.
 

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Hi all!

I'm considering buying a GV70 but was curious how is the car service experience when you bring it in for maintenance. I know they're basically Hyundai dealership service centers but is the customer experience great? Do they loan out Genesis cars when your car is in service etc.?
Horrible. They dont answer phones. They are backed up for months & dont have loaners. They also did my oil change & didn't top of the fluids or rotate my tires at my 8,000 mile service interval. I got my car back from oil change & now my connected app doesn't connect and my navigation cant find service. Car drives great but service is horrendous. I had much better service at Audi & Infiniti.
 

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Genesis has a HYUNDAI problem. Until they get their own stand-alone buildings and service their luxury brand with the proper level of service and decorum, we have paid for filet mignon but are buying it from a McDonald's. My horrific experience that has you all beat:

All of my GV70 safety systems were throwing random errors for each and every system. The errors were dinging and piling up on the dash. Took it to the Duluth GA service center and they said they need to keep and drive the car to"recreate" the issue. I was given an Uber back home. I began calling a few days later to inquire and kept getting voicemail for the svc rep. I eventually reached him after 7 days and he stated they were unable to recreate the issue. After arriving to pick up my vehicle I was advised they drove it 114 MILES. They said if it happens again to call and let them know. This took me aback as I also own 2 bimmers and have NEVER had them drive my car all over town to reproduce any issue. My backseats and mats were also dirty. Did you drive your family around to recreate my issue?

Frustrated, upon arriving back home in my GV70 and pulling into the garage the SAME ERRORS immediately began to occur, and I live 10 miles from the svc center. They couldn't produce the errors in 7 days and 114 miles, but I get home in 20 mins and I'm treated to a fireworks display of errors. This got continually worse into the next week, so I just drove up to the dealer with the dash showing a triangle and an error count that the car was logging and I left it running in the lot. I walked in and advised my rep of the errors they needed to see were on full display. He went and got the svc manager who accessed the logs, documented the error codes and said "we got everything we need now". They then set up an appt for me to come back 4 days later.

I show up, laptop in tow expecting to work from the svc center while the errors are addressed, and leave with my SUV, and they then say "well... we would rather you go back home as we're not sure how much time we'll need, BUT it shouldn't take very long as we got everything we needed a few days ago". I was given an Uber back home with the reassurance that it should be a fairly quick turnaround.

I began calling 3 days later to inquire about the status, and once again got my svc advisor's voicemail again and again. I eventually sent a text msg to the svc director who gave me her # when I went in for an oil change and tire rotation a month prior and was told that the 3 yr/36K mile complimentary maintenance was NOT applicable to me as I was not the original purchase owner of the vehicle (Even though it was included in the purchase paperwork). She responded to my text stating she was in training and my vehicle needed a new front camera which wouldn't be in until mid-next week but I could come and pick up my car now and she would get it ready. I advised that I would rather wait until the replacement part comes in and resolves the issue BEFORE picking up my vehicle.

Mid next week comes and again, I'm calling and voicemail, voicemail, voicemail. I decide to access the phone app to see where my car is and it's being driven out past the Mall of GA (12 miles away from the dealer) AFTER service center hours. I track it to a Taco Bell and then to a home address. I then access the cameras and get photos of my car sitting in the driveway of a residence! I see a photo of the service manager standing in the garage of the residence. He basically drove my car home and let it sit in his driveway overnight. I then track it the next morning back to Hyundai.

Of course I'm furious, but I remain calm and waited to see how long they would take to call me for pickup. The service director calls 2 days later and says my car is ready and then tells me they washed it for me too! They kept my car this time for 11 DAYS. (But it was supposed to be "quick") Upon arriving the next day to pick up my vehicle the svc advisor just hands me the paperwork and tells me to sign. I asked why did it take so long and he says they needed to order the part and install and ensure it functioned properly. I then asked if they drove my vehicle again and he said yes. I asked how many miles this time. After stumbling to get the answer he looked at the miles in and out section and stated: 94 miles.

I stated I'm a bit buffaloed as to why did they need to drive my car so much especially after documenting the exact errors on the dash and getting what they needed along with the extended time of keeping my car. His response: We drive it at a minimum of 45 miles to ensure the system calibrates properly after the install.

I'm considering contacting my attorney to see if there is legal recourse. 208 miles driven by a dealership, no compensation against my warranty, they ran out the gas both times, took my car HOME overnight, and because they go the extra mile... they washed it for me!

Stay away from these clowns. Sorry for the long post, but you need to know what you're getting into. I own 2 bimmers and traded an Infiniti FX50S for this GV70. They should be investigated and severely fined for this level of promise-breaking and horrendous service.

P.S., and yes, my black chrome is severely oxidated all over the vehicle too.
 
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