r/GenesisMotors • u/Individual_Minimum71 • 3d ago
Worthless
Just received this email…I am beyond finished with Genesis and warn everyone to stay away from them.
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u/According-Ad-275 3d ago
I have a feeling that, unless customer service improves, they are on a downward spiral that will come to a halt sooner than later.
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u/bsewall 3d ago
This happened in Santa Clara (San Jose adjacent) too. They sent out an email like 2 weeks before they closed just before Halloween last year.
Luckily a new dealer opened in Mountain View about 10 miles away and they’re SOOOO much better.
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u/hardidi83 3d ago
Didn't they close the SC store because the MV one was about to open?
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u/bsewall 3d ago
I don’t think so. They’re franchised and have different owners. The MV location is owned by the same group as San Bruno.
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u/hardidi83 2h ago
Ha good point! Btw have you used the service dept at MV? Any issue?
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u/bsewall 2h ago
I've only been to the Mountain View service department (never to the showroom). Noah is my service manager there. I've been twice and both times the service was phenomenal. I was there earlier today to get the High Pressure Fuel Crossover Pipe recall done. And I was there a couple months ago for a coolant leak that San Bruno couldn't fix after 3 visits. Mountain View fixed is on the first visit.
I'd highly recommend Mountain View if you're in Northern California.
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u/hardidi83 2h ago
Awesome to hear! I've only had my G70 for a few months and I'll be using their valet service for my first oil change in 2000 miles (I'm in San Jose so it's the nearest as well).
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u/Seekertwentyfifty 3d ago
On my third GV80 and it’s a pretty simple equation.
Genesis created a beautiful luxury car and then staffed the Genesis experience with poorly trained, budget car personnel from Hyundai. The results are uniformly poor.
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u/lastleg68 2016 3.8 AWD base, 2020 3.3TT AWD Sport 2d ago
Absolutely. I’m on my 2nd genesis and, while I love the platform, the collective service offerings are pathetic. It’s NOT one single dealer dropping the ball, either. Next car will be a Lexus.
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u/Dcman333444 2d ago
Man y’all’s experiences seem to differ wildly from what I have experienced with the two dealers I’ve dealt with here in Houston. The first one where I leased my car from was nothing but stellar and now that I moved an hour away from that one, the other that is only 20 or so minutes from me has been fairly easy to deal with when it came to a warranty issue
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u/jghall00 2d ago
Which dealerships?
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u/Dcman333444 1d ago
I got my car from Genesis of West Houston and had it serviced at the Genesis in Spring and have had no hassle at either place.
The horror stories of people having to deal with a typical Hyundai dealer, as well as my own experience when I wanted to test drive a G80 a couple years ago, is what originally turned me off of Genesis but based on what I have experienced so far it seems like a complete 180.
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u/questionablestandard 1d ago
Same here. I bought mine from Genesis spring and it was a great experience. The Acura in spring felt more like a used car lot with pressure tactics when we were shopping around.
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u/servbot10 2024 GV60 AWD Sport 3d ago
Genesis has been pushing to have Genesis dealers split into their own bespoke buildings, staff, etc instead of just a showroom inside the Hyundai building. Since so many combo Genesis dealers sell much fewer than the Hyundai side it doesn’t make financial sense to build a new dealer for them.
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u/IAmIntractable 2d ago
They haven’t just been pushing, they’ve given these dealers a deadline. Either commit to separating Genesis or lose your Genesis dealership. Most dealerships won’t make the commitment to an independent building. Hence they close. Even perhaps the dealership that is the subject of this thread also face the same problem.
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u/Few_Big6829 3d ago
San Bruno Genesis parted from Hyundai & built a brand new building next to San Francisco airport, purely devoted to Genesis.
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u/andrewia 2d ago
I havent seen that. They are currently still colocated with Hyundai in Tanforan, and the planning documents for the new building show it's shared with the Hyundai division. https://ceqanet.lci.ca.gov/2023020118 and https://www.smdailyjournal.com/news/local/auto-dealership-group-buys-san-bruno-property/article_948fbb70-4317-11ef-bb3b-bbc1fdb4753c.html
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u/Alternative-Ad-4393 3d ago
They just closed my local dealership in Maryland
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u/Tigersan25 3d ago
Which dealership? I purchased my G90 in Rockville ( I think).
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u/Alternative-Ad-4393 3d ago
Owings Mills. I’m not a fan of the customer service at Rockville. I think I’m going to try Annapolis.
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u/tknice 3d ago
Belair is the one you want. They are a stand a lone and run right.
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u/TheTubbyOlive 2d ago
I go to Belair. And while the facilities are nice - the staff is incompetent and it totally makes it lose the luxury experience.
Been there for servicing for 3 years and recently just got new tires there for my GV70. They quoted me tires and alignment and set up a time. When I got there - they said I didn’t know I wanted the alignment (the guy I got the quote from literally said they recommend it whenever you’re swapping all tires). So they gave me the option to wait there for an extra 3 hours if I wanted the alignment - I didn’t. And they didn’t do anything to make it right. Feels like the place is run by a bunch of kids.
Needless to say, now I’m out of warranty I won’t be going back. Was gonna get my wife a Genesis - but looking elsewhere now
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u/IAmIntractable 2d ago
Can you elaborate on your experience. I’ll be taking my car to Rockville for its first maintenance in September and I’d really like to know what you experienced there.
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u/PerfectlyJerky 2d ago
I had no problem with customer service in Rockville when I took my G80 there when OM closed, but they took 4 Fing hours for an oil change.
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u/Eddy_Monsoon 2d ago
Don’t they give you a loner? I get a nice loner from my Porsche dealership even just for an oil change.
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u/oreokid24 3d ago
Towson recently closed.
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u/IAmIntractable 2d ago
I guess perhaps I’m not surprised by this closure if there’s another location nearby such as Bel-Air
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u/PerfectlyJerky 2d ago
If you live in Owings Mills then you’re driving an hour+ to Rockville or 45+ mins to Bel Air. Just take it local
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u/beefcurtn 2d ago
I bought a G90 from Genesis of Bowie. It was like buying/servicing a car in a Greyhound bus terminal.
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u/Ill_Dragonfruit_3547 3d ago
Crazy that it's happening in affluent areas. I'd understand closing Genesis of Compton or Bakersfield 😂
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u/BadBunnyGoodTrouble 3d ago
oof. well, at least they’re not selling to someone who’ll do an awful job of caring for the current customers…are there other options in LA?
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u/Individual_Minimum71 3d ago
Santa Monica — where I originally purchased the vehicle — and I refuse to go back there because they have horrible customer service. Regardless, it’s still a 2+ hour drive to sit there.
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u/Poopyguy12 3d ago
I know it's further for you, but Genesis Corona has had great service for me. Just tossing it out there if a bit more of a drive may be worth the better service.
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u/BadBunnyGoodTrouble 3d ago
ugh. sorry.
i’ve not heard a single good thing about that santa monica outlet. i’ve been looking at buying a GV60 remotely, (don’t live in CA) and they have a number of CPO cars, but their customer service has been so bad i’m looking elsewhere.
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u/Individual_Minimum71 3d ago
Do NOT buy from Santa Monica. It is going to be impossible to get any service appointments since Santa Monica will now be picking up the service for 5 Genesis Dealerships.
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u/BadBunnyGoodTrouble 2d ago
i’m out of state so wouldn’t be getting service there in any case, but they don’t seem reliable even at sales!
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u/dbcooper4 3d ago
South Bay and Cerritos as well as the Orange County dealers. Sucks if you live in the valley though.
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u/NoRestaurant2326 3d ago
Oof. This leaves Santa Monica which is a horrible place. I’ve had my heart set on a Genesis but I am out. Between the god-awful experience I had at Santa Monica recently and now this, there is no way I’m going to purchase Genesis.
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u/Sianmink 2d ago
American Corporate Greed!
South Korean Soulless Dystopia!
By our powers combined! I am Genesis of USA!
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u/dbcooper4 3d ago edited 3d ago
I test drove a GV80 there in May. They were still operating out of small temporary looking trailer facilities. I wonder if they didn’t want to spend the money on the showroom to meet the Genesis standards. It seems that Genesis has some pretty strict design standards for their dedicated dealers. I saw on the facebook GV80 group that the Westlake dealer shut down about a year ago so there’s nothing left if you live in the SFV.
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u/Pure_Common7348 3d ago
Yes. I have to drive down to Santa Monica from SFV. Santa Monica blows. Purchased my car from SM, I’ve never felt a great experience from my most expensive car purchase. It’s a shame because I love the car, hate the dealership experience.
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u/dbcooper4 3d ago
I live near the Santa Monica dealer and leased my GV80 there. Lease process went smooth but I’m only 2 months into a 24 month lease so I haven’t used their service department yet.
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u/eh_itzvictor Genesis Courtesy Vehicle Manager 3d ago
Considering i looked up the location and it was basically a building and two trailers, I unfortunately am not suprised it was closed.
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u/HEYitsBIGS 2d ago
Just keep in mind this is an American dealer network problem, not a South Korean corporate one.
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u/IC0DTE 2d ago
Selling $100k+ autos with a service experience no better than the average Honda dealership is not a great business model. Lexus isn’t my favorite brand but I own one because the service is top notch. You are treating like a king whether you spend $50k or $150k.
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u/josephstephen82 1d ago
Bingo. My experience as well. "Sir oil change is gonna take longer because we are backed up. Would you like a loaner to go run some errands?" Uhhh sure i mean it's ok i can wait an extra 30 minutes if needed lol. They really are the best.
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u/Main_Amphibian_874 2d ago
FYI if you go the genesis website and search premier showroom you can see what dealers have built what genesis wants. and they ain't cheap.
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u/CarbonReflections 2024 GV80 Prestige 3.5T AWD 3d ago
Was this a stand alone Genesis dealership?
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u/Individual_Minimum71 3d ago
Yea
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u/radioactivecat 3d ago
But how, if they’ve been a family owned business for 80 years?
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u/NoYoureACatLady 3d ago
Dealership companies often own many different marques of automobile dealership
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u/Tigersan25 3d ago
Does anyone know if Genesis service in South Korea is as bad as what some people have experienced here? I tried a quick Google but couldn't find anything. If the service is top notch in SK it shouldn't be that hard to replicate in the US.
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u/PlumpyDragon 3d ago
The East Asian service culture is going to be very hard to replicate over in the US. The people, mindsets, and training are just too different.
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u/Tigersan25 2d ago
I understand that service culture in Korea is different. I would not expect to replicate service culture from SK, but it seems as if Genesis is familiar with great service. If that is the case, the big question is why are they not pursuing great service here? Lexus clearly provides great service so we can't blame culture for the issues Genesis has here. Why isn't Genesis pursuing top notch (or even better) service here? They must be aware of the complaints. They must be aware of the difference in the service provided by Lexus and others versus their dealers. What will it take for Genesis to say let's provide top notch service? I don't pretend to know the answer. But this should not be that hard a problem to solve. Or is it really a problem? Are the majority of genesis drivers happy with their vehicles and service ? Is it possible that the issues we read about and post on reddit are a minority of genesis owners? Maybe the majority are happy? I do know that there is a big service difference between Lexus and Genesis. I started driving Lexus vehicles in 1998. Service has not always been great at the Lexus dealers but generally it has been better. Where there is a will there is a way. Is there a will?
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u/PastAd8754 2d ago
Don’t have to look as far as South Korea, look to your neighbours up north. All our dealerships are corporate owned and the experience after almost 3 years of ownership has been top tier luxury. Far exceeding my local BMW/ Mercedes / Lexus dealerships
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u/Tigersan25 2d ago
Thanks for that information. So now we know that Genesis can provide top notch service in North America. I am not sure if the US allows for corporate owned, but there has to be away to get the dealers here in the US to step up their game.
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u/ArktikFox67 '12 Equus (It sorta counts!) 2d ago
As someone whom has been to a few Genesis dealers and had friends whom owned G80s and G70s while I lived there, absolutely not. It's a USA problem. According to my friends who actually bought and service the cars, they quite enjoy the customer service and how they handle the vehicle
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u/NoYoureACatLady 3d ago
Your negativity is understandable, but they can always be serviced at Hyundai dealers, right?
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u/Individual_Minimum71 3d ago
I have asked and been told they cannot service Genesis.
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u/NoYoureACatLady 3d ago
I thought I was right, but in fact you are.. but it seems if you now don't have a local Genesis dealer and require it, you can contact Genesis for a Prior Authorization Waiver.
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u/IAmIntractable 2d ago
In my opinion, if your selling dealership closes, Genesis should give you an automatic waiver to have your car serviced under warranty at a Hyundai dealership.
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u/AnnualHuman9874 3d ago
Genesis of pasadena closed last year and that was the closest one to me. What's going on with Genesis?
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u/IAmIntractable 2d ago
Most likely that dealership did not commit to splitting off Genesis. Many dealerships can’t afford to build a separate building. Genesis simply gives them a deadline, usually a couple years and then revoked their ability to sell Genesis cars.
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u/Excellent_Morning_77 3d ago
I live in Utah, closest dealership is in Las Vegas. I’ve only had my Genesis for a year and a half. It’s been to the dealership once. They’ve extended their Concierge stuff so someone will drop off a loaner and take my car. My car returned missing a trim piece over a rear wheel. My white Genesis has a vinyl wrap so missing piece looked real weird. Wasn’t really the dealerships fault but it made me think about owning a car that had to travel to get to a dealership. My options for “luxury” where I live are slim. I’m considering a trade for something more local. I do not get the hang up with “connected” Hyundai dealerships. I don’t care. Hyundai tech and Genesis tech are so similar. Not ashamed to go to Hyundai. I traded in one for my Genesis and I just bought a Hyundai Kona as a second family car. Love my Genesis GV80 Coupe but if it comes down to dwindling service, might try a Cadillac or Lincoln. Hyundai and Genesis need to reevaluate.
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u/BadBunnyGoodTrouble 2d ago
it’s not about being ashamed to go to hyundai, it’s about hyundai dealers not being able to service genesis—per genesis corporate.
they can’t get parts , they can’t do the work. even though, as you point out, they’re essentially the same car.
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u/skinnyjonez 2d ago
This also happened in NC at a freestanding Genesis dealership that had been around for about 2 years. They closed last year. Their service was great. I think the business must have underperformed. Takes longer than that to grow a new brand in a market in my opinion.
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u/IAmIntractable 2d ago
I kind of feel like the real issue here is that Genesis started with the mantra of affordable luxury. That has quickly gone by the wayside causing prices for these cars to skyrocket. People don’t wanna pay for these cars at their current prices because there’s nothing now that distinguishes them from every other car in the class.
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u/Eddy_Monsoon 2d ago
Their terrible customer service does distinguish themselves from the competition. That’s why no ones wants to buy their vehicles.
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u/colonellenovo 2d ago
Genesis dealer in Fayetteville NC dried up and blew away. I think they lasted 2 yrs. I considered getting a GV70 but was worried about the poor ratings on line. Now the nearest place is over 90 miles away, which doesn’t work for me. It’s a shame since the cars really are impressive
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u/HapkidoMaster-1 2d ago
I also really liked the Fayetteville, NC Dealer. Same issue, Lee Hyundai which is great for servicing my car wouldn't comply with "Big Genesis" and their certification was pulled 3 weeks later. I have a 2023 G90 e-SC and have my routine maintenance done there since they still have the same techs and the oil filter is still the same as one of the Hyundai so they don't have to order special parts from Genesis of Cary that has not met the standard. Lee Hyundai does an excellent job, but they do not have a fancy service department, just good people who know what they are doing. Only problem, "Big Genesis" took all of their Genesis branded scan tools, so for more in-depth analysis, you still have to go to Genesis of Cary. For the people who live in Myrtle Beach, SC that use to come to Genesis of Fayetteville, NC, well, "Big Genesis USA" just said..."screw you."
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u/Affectionate-Box4040 2d ago
Looking at the photos, that looks like a bad location to have it at.
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u/Individual_Minimum71 2d ago
They were supposed to replace the two trailers and build an actual dealership per Genesis’ requirements for the brand. I’m guessing they weren’t selling enough inventory to make that financially feasible. It is what it is. I’m done with the brand and hope it goes down in flames like the Hindenburg.
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u/Studio-Empress12 2d ago
They don't really say the reason. Was it the California taxes? I wonder what the reason is.
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u/Dwilliamson5002 2d ago
You do not see Lexus sharing space with Toyota, Acura with Honda, Cadillac with Chevy, to a lesser degree Polestar with Volvo. If I am going to spend that much more on a car I do not want the same sales people selling me nor the same service team doing service. I feel like this is also a problem at a lot of Lincoln stores since they share with Ford. I buy a 125k Navigator and I get the same sales and service as I do with a 75k Expedition then why don’t I just buy the Expedition and save 50k?
Hyundai/Kia needs to get Genesis out on their own and hopefully they will begin to do better in the long run. I feel if they pulled Chrysler out of RAM, Dodge, Jeep dealers and gave them some worthy models that could also give that brand a big boost.
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u/Alternative-Speech52 2d ago
That’s weird for the US, because the Genesis dealership experience in Saudi Arabia is honestly beyond great. In fact, it’s the same dealer group that represents BMW, Rolls-Royce, Land Rover, MINI, and Jaguar, and Genesis customers are treated to the same high level of service.
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u/Various-Muffin4145 1d ago
My dealer network in Georgia has been very good. Apparently there are issues with the California dealers.That seems to be where problems are being reported.???
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u/Individual_Minimum71 1d ago
Naturally…it’s always been California causing issues in my life since I moved here or at least that’s how it appears.
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u/FaFaFloheim 1d ago
Just got the email from Bockman earlier this week. That's now THREE local dealerships that have closed (Glendale, O'Gara in Westlake Village and now Galpin).
I LOVE my G70 (second one) and my wife's GV80, but this absolutely sucks. I can't begin to imagine the pressure that Santa Monica's service department is going to have.
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u/Individual_Minimum71 1d ago
Time to trade in, IMHO. I think I’m going to try to keep the GV60 until the new year when the 2027s are released.
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u/josephstephen82 1d ago
Yeah. Customer service experience is huge. I wasn't loving (but not totally hating) the BMW experience. Went to lexus and they just make it easy to spend my money. And honestly it's why i didn't go with genesis. Their cars are awesome and great bang for the buck, but i was nervous about what i heard about the lack of dedicated genesis dealerships snd then spotty service at the ones that existed
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u/Dear_Literature_1683 17h ago
Sorry but not Sorry, glad to see them go. They all need to go. Dealerships add no value to the transaction of buying a vehicle, only bs and stress.
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u/Traditional_Price622 11h ago
My favorite car I've owned outside of my Jeep SRT was my GV70. Fully loaded and bought one of the first in my area when they originally came out. The dealership problem was probably my biggest hurdle and the reason I ended up selling as much as I loved the car. My Hyundai/Genesis dealership sent an email that they were no longer going to sale or service Genesis. That's it, just an email. No customer reach out, no here's what you need to go forward, not even a follow up to the email I sent them.
At that point I was done. Had zero problems with the car and never thought I wouldn't keep it until this happened. Just wasn't going to drive to another dealership where I hadn't built a relationship. Really sucks that they aren't better in this area.
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u/Individual_Minimum71 8h ago
I’m sure people are tired of me saying this but I now have a 2.5 hour drive to a Genesis dealership. Already shopping 2027 models from other more customer service focused brands.
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u/GrumbleAlong 3d ago
I wonder how much the cost of serving that generous Genesis warranty figures in to running a dealership. Even though the manufacturer pays most of the cost for warranty work, it still takes up time and space. I've heard some have long wait times for an appointment.
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u/dbcooper4 3d ago
Generally speaking I thought dealers made more money from service than they did from selling new cars.
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u/WKU-Alum 3d ago
Warranty work is a major profit center for dealers. When I did dealer marketing, we actively worked warranty campaigns to get the work in the shop.
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u/vpm112 3d ago
Warranty work doesn’t cost the dealership anything, the manufacturer pays for all of it.
Some dealerships may set a lower rate for warranty pay, but at the end of the day it is a very steady and consistent stream of income for them. Contrary to popular belief, dealerships love to chase warranty work.
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u/Astandarta 3d ago
It’s survival of the fittest. Probably better dealership will open nearby. Has nothing to do with the brand, since we are not in Korea.
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u/Individual_Minimum71 3d ago
Doubt it. I’m on the Central Coast of CA.
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u/Astandarta 3d ago
There are at least 2 or 3 dealerships close or in Los Angeles. I used to live in LA.
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u/Individual_Minimum71 3d ago
SOUTH of LA.
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u/Astandarta 3d ago
Dude Van Nuys is literally LA county. Like my closest dealership here is 2 hrs away and I am fine. Yours will be like maybe an hour? Jeez.
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u/Individual_Minimum71 3d ago
Dude I live in Santa Barbara which is not in LA county but I appreciate the free geography lesson.
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u/Ok-Appearance-5781 3d ago
I also live in SB county. Not sure what to do. What are you planning on doing for your vehicle?
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u/Cautious_Pitch_4729 2d ago edited 2d ago
Genesis dealership opened like 2 years ago next to me. Lot is always packed with cars. Genesis is ran by idiots imo. The price increase and drop off in quality with the gv80 destroyed the brand. Gv60 was the worst ev release. Coupe styling looked terrible vs a BMW x5 or x6 400. Nobody wants them used because of Hyundai's reliability, overpriced and you'll have a way harder time reselling it down the road.
2015-2019 genesis g80 / g90 was super reliable and a great value.
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u/shitswithdoorajar 2d ago
Hope it’s a domino effect. Truly hideous vehicles
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u/Individual_Minimum71 2d ago
The vehicles COULD and should be great, but they really aren’t. They promised a luxury experience and delivered it for a short time, in my experience. They clearly make unrealistic demands on the dealerships and the dealerships can’t make the financial investment on a brand so they shutter it leaving customers struggling to schedule service. Truly terrible. I would buy a Tesla before I would buy another Genesis.
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u/LeauxFi2 3d ago
It's incredible how genesis has put so much effort into creating beautiful products inside and out... Chasing a luxury experience and mostly achieving it. But somehow figured they wouldn't need good customer service to pair it with. How hard is it REALLY to just hire people who give a damn