[Rick2280]

We have a GV80 2021 and we are Canadian from Montreal. We are snowbirds and drive our car to Phoenix every year for about 5-½ months. Brought the car in for it’s first service which the dealer in Surprise Arizona did and there was no charge. After a few days we heard a rattle sound coming from under the car or maybe in the dash. Return to dealer and they said that any warranty work would have to be paid by us and we would get reembursed back in Canada. I said it’s a North American warranty and they said no it’s a Canadian car, Called Genesis Canada and they said no. Dealer claims to Genesis USA and USA claims back to Canada. Told dealer and they said no and they have called Genesis USA. They say no. I called Genesis USA and they said as soon as we cross the border we have No Warranty . Ridiculous I said what happens if the car gets a recall. She says it has to be done in Canada . They can’t get parts from Canada because they are metric and US is Imperial. Im boiling now. So cars go back and forth across the border and then have no warranty. She is so rude and doesn’t listen and I tell her to stop talking and just listen. She can’t stop and it’s my fault that I chose to come to the USA and I have no Warranty, end of story. I call Genesis Canada again and they say - not true, it’s a North American Warranty and they have to pay for it in Phoenix. Says he will call the Dealer and USA but I haven’t heard anything for over a week. Right now if something happens to our car we will have to pay for it and try to get reimbursed back in Canada. Pretty ridiculous. If this is true I will go back to Lexus even though I love my GV80.
Anyone else having this problem? Genesis seems very confused. I am not happy

 

[JhonB]

Well that sucks. Lets just hope it is an uninformed dealer and the policy of Genesis.

 

[Rick2280]

Well that sucks. Lets just hope it is an uninformed dealer and the policy of Genesis.

Unfortunately I was talking to Genesis USA and it was them that told me Canadian cars have no warranty in the USA. They have to be claimed in Canada so you have to pay the Dealer in the USA and claim it when you return. Genesis Canada says no and the US Dealer has to claim it to Genesis USA. They are very confused and their is a communication problem between the two countries. They need to fix this

 

[Rick750]

We have a GV80 2021 and we are Canadian from Montreal. We are snowbirds and drive our car to Phoenix every year for about 5-½ months. Brought the car in for it’s first service which the dealer in Surprise Arizona did and there was no charge. After a few days we heard a rattle sound coming from under the car or maybe in the dash. Return to dealer and they said that any warranty work would have to be paid by us and we would get reembursed back in Canada. I said it’s a North American warranty and they said no it’s a Canadian car, Called Genesis Canada and they said no. Dealer claims to Genesis USA and USA claims back to Canada. Told dealer and they said no and they have called Genesis USA. They say no. I called Genesis USA and they said as soon as we cross the border we have No Warranty . Ridiculous I said what happens if the car gets a recall. She says it has to be done in Canada . They can’t get parts from Canada because they are metric and US is Imperial. Im boiling now. So cars go back and forth across the border and then have no warranty. She is so rude and doesn’t listen and I tell her to stop talking and just listen. She can’t stop and it’s my fault that I chose to come to the USA and I have no Warranty, end of story. I call Genesis Canada again and they say - not true, it’s a North American Warranty and they have to pay for it in Phoenix. Says he will call the Dealer and USA but I haven’t heard anything for over a week. Right now if something happens to our car we will have to pay for it and try to get reimbursed back in Canada. Pretty ridiculous. If this is true I will go back to Lexus even though I love my GV80.
Anyone else having this problem? Genesis seems very confused. I am not happy

Wow! Defineatly sounds like a disgruntled dealer.. Can’t believe this would be true. Is there another dealer nearby you could take it to and see if they come up with the same $hit? Also could you please keep us posted as I was considering upgrading from a Palisade to a GV model but if this is the treatment you get I WILL NOT..

 

[Rick2280]

Wow! Defineatly sounds like a disgruntled dealer.. Can’t believe this would be true. Is there another dealer nearby you could take it to and see if they come up with the same $hit? Also could you please keep us posted as I was considering upgrading from a Palisade to a GV model but if this is the treatment you get I WILL NOT..

It wasn’t only the Dealer. I actually called Genesis USA direct and the woman in customer care really gave me a hard time. I’m sure if she is right it would apply to all Hyundai as well.
Maybe you could try calling Genesis USA and see what they tell you. Tell them you have a Genesis . I will try another Dealer as well but if they can’t claim a repair to Genesis USA then we have a big problem. Genesis Canada told me its a North American warranty and they are supposed to cover it. Different story when you talk to the USA. I’m going to find a CEO somewhere and email them

 

[Go 80 2021 owner]

We have a GV80 2021 and we are Canadian from Montreal. We are snowbirds and drive our car to Phoenix every year for about 5-½ months. Brought the car in for it’s first service which the dealer in Surprise Arizona did and there was no charge. After a few days we heard a rattle sound coming from under the car or maybe in the dash. Return to dealer and they said that any warranty work would have to be paid by us and we would get reembursed back in Canada. I said it’s a North American warranty and they said no it’s a Canadian car, Called Genesis Canada and they said no. Dealer claims to Genesis USA and USA claims back to Canada. Told dealer and they said no and they have called Genesis USA. They say no. I called Genesis USA and they said as soon as we cross the border we have No Warranty . Ridiculous I said what happens if the car gets a recall. She says it has to be done in Canada . They can’t get parts from Canada because they are metric and US is Imperial. Im boiling now. So cars go back and forth across the border and then have no warranty. She is so rude and doesn’t listen and I tell her to stop talking and just listen. She can’t stop and it’s my fault that I chose to come to the USA and I have no Warranty, end of story. I call Genesis Canada again and they say - not true, it’s a North American Warranty and they have to pay for it in Phoenix. Says he will call the Dealer and USA but I haven’t heard anything for over a week. Right now if something happens to our car we will have to pay for it and try to get reimbursed back in Canada. Pretty ridiculous. If this is true I will go back to Lexus even though I love my GV80.
Anyone else having this problem? Genesis seems very confused. I am not happy

Yes we live in British Columbia and are also snowbirds, if they don’t fix this problem I am going to go to the automotive press and tv. This is fraudulent as we were told the service follows the car, as we told them we wanted to make sure we never had warranTy issues in the states.The US dealer told us to sell the car in Canada and get it a new US one. He also intimated prices were cheaper in the states! This is a horrendous issue and genesis must deal with this . We love the car but this warranty issue will force us to sell the car or insist genesis take it back and refund our money. !! We are seething!!

 

[Rick750]

Yes we live in British Columbia and are also snowbirds, if they don’t fix this problem I am going to go to the automotive press and tv. This is fraudulent as we were told the service follows the car, as we told them we wanted to make sure we never had warranTy issues in the states.The US dealer told us to sell the car in Canada and get it a new US one. He also intimated prices were cheaper in the states! This is a horrendous issue and genesis must deal with this . We love the car but this warranty issue will force us to sell the car or insist genesis take it back and refund our money. !! We are seething!!

Interesting, pleasE please keep us posted on this situation. It will affect my decision in the near future.
thanks.

 

[Lee'sGenesis]

I bought my GV70 in California while living there...
Came to Nevada and needed warranty items fixed and it's first service.
Contacted the local dealer 6x without response and then called Customer Service.
It's been over 2 months since the ticket was opened, and I still have the original, metallic shavings filled, oil....
Customer service tried contacting dealer, no response.
Escalation to a Level 2 over 2 weeks ago.
Got one email saying they are working on it claiming I had requested a buy back.
What I requested was a buy back if I cannot get my car serviced in Las Vegas.

We're now 8 weeks out from the time I opened the ticket.... and still, no response.
Not even the direct emails to Level 2 customer service elicit a response....

 

[JhonB]

I bought my GV70 in California while living there...
Came to Nevada and needed warranty items fixed and it's first service.
Contacted the local dealer 6x without response and then called Customer Service.
It's been over 2 months since the ticket was opened, and I still have the original, metallic shavings filled, oil....
Customer service tried contacting dealer, no response.
Escalation to a Level 2 over 2 weeks ago.
Got one email saying they are working on it claiming I had requested a buy back.
What I requested was a buy back if I cannot get my car serviced in Las Vegas.

We're now 8 weeks out from the time I opened the ticket.... and still, no response.
Not even the direct emails to Level 2 customer service elicit a response....

So the dealer does not answer their phone? Maybe they went out of business.

 

[Rick750]

I bought my GV70 in California while living there...
Came to Nevada and needed warranty items fixed and it's first service.
Contacted the local dealer 6x without response and then called Customer Service.
It's been over 2 months since the ticket was opened, and I still have the original, metallic shavings filled, oil....
Customer service tried contacting dealer, no response.
Escalation to a Level 2 over 2 weeks ago.
Got one email saying they are working on it claiming I had requested a buy back.
What I requested was a buy back if I cannot get my car serviced in Las Vegas.

We're now 8 weeks out from the time I opened the ticket.... and still, no response.
Not even the direct emails to Level 2 customer service elicit a response....

Sounds like it’s time to contact the better business bureal and a lawyer…

 

[Lee'sGenesis]

Sounds like it’s time to contact the better business bureal and a lawyer…

It's looking that way....

 

[Lee'sGenesis]

So the dealer does not answer their phone? Maybe they went out of business.

Nope - they are in business....
I've driven by the dealer.
They don't even look that busy, from a service perspective...

Genesis Corporate even tried calling them and got no response (left messages, emails, etc.) via the same methods I tried....

 

[SGilbert]

Nope - they are in business....
I've driven by the dealer.
They don't even look that busy, from a service perspective...

Genesis Corporate even tried calling them and got no response (left messages, emails, etc.) via the same methods I tried....

Then WHY didn't you stop & talk to them???

 

[Lee'sGenesis]

Then WHY didn't you stop & talk to them???

If they don't want my business and can't take 2 minutes to respond to my emails and/or voicemails, and they even ignore corporate, why would I suddenly want to have service from them after complaining about them?
Would you expect your Genesis to be treated with respect from a Hyundai dealership you had already complained about?
It's like complaining about a meal expecting it to come back to your table without saliva in it....

And PS: I was on my way to an emergency doctor appointment and happened to glance over...
THAT's why I didn't stop.

 

[SGilbert]

Well, it THAT instance, you are excused. However, I would have gone in to the service department at my earliest convenience and inquired. Then, give them a piece of my mind. Depending on how that went, I would have left or gone to GM or owner's office.

 

[Lee'sGenesis]

Well, it THAT instance, you are excused. However, I would have gone in to the service department at my earliest convenience and inquired. Then, give them a piece of my mind. Depending on how that went, I would have left or gone to GM or owner's office.

I would love nothing better than to give them a piece of my mind....
Trust me....
I'm not averse to confrontation, but you know when you're so angry you're seeing white - I think it's in the dealer's best interest that I leave it to corporate...
Last time I made a scene like I would expect to make, it was in the middle of a Hyundai dealer showroom, prior to any shortage/COVID, screaming at the top of my lungs about all the **** they tried to sneak into the deal....
I've done enough contracts and was good with numbers...
Her payment was literally $200+ over the payment based on the agreed trade value + car price we had negotiated...

So, yeah.... LOL

 

[Rick2280]

If they don't want my business and can't take 2 minutes to respond to my emails and/or voicemails, and they even ignore corporate, why would I suddenly want to have service from them after complaining about them?
Would you expect your Genesis to be treated with respect from a Hyundai dealership you had already complained about?
It's like complaining about a meal expecting it to come back to your table without saliva in it....

And PS: I was on my way to an emergency doctor appointment and happened to glance over...
THAT's why I didn't stop.

I had a similar experience 3 times actually. Called 2 different dealers to ask questions about
A navigation issue. Neither one called back as they don’t answer their phones. Luckily the problem resolved itself the next morning. Probably a satellite issue.
But do just go to the dealer. In Phoenix I had the same issue and called a couple of times for my first service. No call backs. So I just dropped in And waited until the Genesis service woman was free. She booked me in a day and time and sent an email to confirm. Showed up and no problem getting it done. From what I saw she was going crazy and was constantly on the phone for long periods of time talking to customers about issues. Genesis appears to be very short staffed and she was the only one that could help me. Really sucks and they need to get more people. It was a Hyundai Dealer and they had lots of staff. They also have a lot more cars they sold and Genesis is just getting going with some volume now with the GV80 and GV70. They need to fix this fast. It’s a case of the horse and buggy. Who comes first. Customers won’t come back a second time if no service. I will go back to Lexus if this isn’t resolved by the time I need another car. Too bad because I love my GV80

 

[Lee'sGenesis]

I had a similar experience 3 times actually. Called 2 different dealers to ask questions about
A navigation issue. Neither one called back as they don’t answer their phones. Luckily the problem resolved itself the next morning. Probably a satellite issue.
But do just go to the dealer. In Phoenix I had the same issue and called a couple of times for my first service. No call backs. So I just dropped in And waited until the Genesis service woman was free. She booked me in a day and time and sent an email to confirm. Showed up and no problem getting it done. From what I saw she was going crazy and was constantly on the phone for long periods of time talking to customers about issues. Genesis appears to be very short staffed and she was the only one that could help me. Really sucks and they need to get more people. It was a Hyundai Dealer and they had lots of staff. They also have a lot more cars they sold and Genesis is just getting going with some volume now with the GV80 and GV70. They need to fix this fast. It’s a case of the horse and buggy. Who comes first. Customers won’t come back a second time if no service. I will go back to Lexus if this isn’t resolved by the time I need another car. Too bad because I love my GV80

I agree...
In fact, the infrastructure should have been in place before all of this, instead it's actually collapsing, making the problem worse.
Corporate just called me and told me that of the 4 Hyundai dealers in Vegas, only 1 is now servicing Genesis.
In fact, their database still showed 2 others in the Genesis network.
I LOVE my car, but Genesis doesn't have control over the sales experience and, clearly now, the service experience either (worse than before their volume went up).

To me, this means, the more Genesis sells, the worse off current owners will be...

 

[srmiley]

I had a similar experience 3 times actually. Called 2 different dealers to ask questions about
A navigation issue. Neither one called back as they don’t answer their phones. Luckily the problem resolved itself the next morning. Probably a satellite issue.
But do just go to the dealer. In Phoenix I had the same issue and called a couple of times for my first service. No call backs. So I just dropped in And waited until the Genesis service woman was free. She booked me in a day and time and sent an email to confirm. Showed up and no problem getting it done. From what I saw she was going crazy and was constantly on the phone for long periods of time talking to customers about issues. Genesis appears to be very short staffed and she was the only one that could help me. Really sucks and they need to get more people. It was a Hyundai Dealer and they had lots of staff. They also have a lot more cars they sold and Genesis is just getting going with some volume now with the GV80 and GV70. They need to fix this fast. It’s a case of the horse and buggy. Who comes first. Customers won’t come back a second time if no service. I will go back to Lexus if this isn’t resolved by the time I need another car. Too bad because I love my GV80

I've had my GV80 serviced at Earnhardt Hyundai/ Genesis in Scottsdale. They've done an excellent job. My service advisor is Norm Rosen. He is very responsive. Give them a try.

 

[Rick2280]

I agree...
In fact, the infrastructure should have been in place before all of this, instead it's actually collapsing, making the problem worse.
Corporate just called me and told me that of the 4 Hyundai dealers in Vegas, only 1 is now servicing Genesis.
In fact, their database still showed 2 others in the Genesis network.
I LOVE my car, but Genesis doesn't have control over the sales experience and, clearly now, the service experience either (worse than before their volume went up).

To me, this means, the more Genesis sells, the worse off current owners will be...

Im in Montreal Canada and due for an oil change next month. Will let you know how the service goes here. Supposed to be valet service but will see. Will be asking questions on the Warranty problem for Canadians in the USA. Looks like we have to pay upfront and get reimbursed back here. I need to know the process. Where do I make the claim. Dealer? Genesis Canada?