[MLJumpman]

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.?

 

[Fast Freddie]

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.

 

[jayp]

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.

 

[GoldCoastGV80]

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".

 

[jayp]

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.

 

[GoldCoastGV80]

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.

 

[jumpmantwo3]

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

 

[uh1.outlaw10]

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!

 

[holemanbrian]

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.

 

[albertvillar1]

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.

 

[Baby Ben]

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

 

[Baby Ben]

You won't believe it could be this good. It's great,luxury treatment

Yes

 

[Lee'sGenesis]

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....

 

[Lee'sGenesis]

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.