Update #3: At this point my only recommendation is 'Do NOT buy a Genesis GV70'. In the first year of ownership the display has been replaced twice. Additionally there is a rattling noise in the roof of the car on the drivers side. The service tech thought it was that sunroof but after replacing the sunroof the rattle remains. Now they want to order some more trim to insert in the roof. This sounds like an attempt to muffle the rattle instead of resolving it. In addition, this dealership has no loaner cars and genesis will not reimburse for rentals. This put additional financial burden on us since we are a one car family and have to rent a car for these service visits. At this point I have requested a buyback from Genesis.
Update #2: After the last service appointment on Sep 24th, it was determined that a new monitor is required on our brand new 2025 Genesis GV70. I was told that it would take either 2 or 5 days for delivery based on if the monitor had to be shipped. I asked if someone will contact me when it arrives and I was assured they would. However, not only did nobody call but I kept calling each day and leaving voicemails that nobody returns. Finally, after two weeks on Oct 8, I reached the point I had to drive 20 miles roundtrip to the dealership to find out if the monitor had come in. The rep I spoke to confirmed that it had arrived. I stood there several seconds, waiting for him to ask me if I would like to schedule an appointment for installation. NOTHING. I ended up telling him I guess I'll just schedule an appointment online. The total lack of customer service in addition to communication challenges should convince anyone to avoid this dealership at all cost.
I bought a 2025 GV70 here in June. No issue with the salesman. HOWEVER, it is impossible to reach anyone in the service department. Their phone system is intentionally configured to force you to schedule service online. The infotainment screen in my brand new car is malfunctioning and I can't reach anyone about it and I have a long road trip in a couple of days and need it fixed. Worst service experience of any car I've owned.
Update #1: After making an appointment online for the next week, the drop off experience was terrible. The rep could not find my appointment in their system. I showed him a confirmation text message. He said he'd go ahead and put me down for service. I told him I had two videos of the screen malfunctioning and I had a text from "John" that he would handle my service and to let him know if I need anything. The rep didn't seem to know who John was but told me to go ahead and send him the videos. I don't think this service department could be any less professional? Now its late afternoon the day of service and I can't get through to service on the phone or via text to find out the status of my car. This service department is the worst. Never buying another Genesis.
RC
Rebecca C.
Haymarket, VA
11/17/2022
0
Category: Service
Don’t go here for service
I own a GV80 one day my car started to just act crazy slam into park while I was driving saying the door was open light to flash off and on I had the car towed to the dealership to be repaired they had my car there for 40 days I requested genesis motors to buy back my vehicle since they could not figure out what was wrong with my car and it’s unsafe to drive and has been out of service that long and I would feel unsafe driving the vehicle the next day after I requested a buyback they automatically found out what was wrong with it!they claimed that I had spilled a drink in my cupholder which caused the wiring harness to get wet I have never spilled a drink in my cupholder nor in my vehicle they then told me to call my insurance to get it fixed and I said how convenient the day after I requested a buyback of my vehicle do you magically come up with a diagnosis the vehicle is unsafe do not purchase a Gv80 I requested photos and there where 3 drops of liquid so I went in and touched and smelled it it was oily and had smell There was also no evidence of a drinking spilled anywhere in my car not even under the rug or any portion of my vehicle. I also asked if they would just buy my car back or trade me a car I was willing to trade my vehicle in for a different vehicle in the beginning but they stated that the car has electrical problems and they’re not interested Genesis is not the safest car if somehow droplets can get in underneath your cup holder and cause your car to slamming to park the minute you go over 30 miles an hour and not allow for acceleration your life will be in danger driving this car
MG
Mike G.
Leesburg, VA
11/17/2022
0
Category: Service
Twice and terrible service
Came in for AC work as mine wasn't blowing cold air. After dropping my car off and getting back home, I'm told to pick up my car because their diagnostic machine is broken. 4 months later I come back for oil change and AC work. An hour after I'm sitting in the waiting area, I'm told it will be another 1hr45min until my car is ready. I ask for a loaner and the guys says let me check. 15min later I ask if he got me a car. He says the lady went to lunch but he will check again. I got back 10min later and he went to lunch.
Great Delaership to go get your service needs to your Genesis Sedan and SUV, from the service Advisors to the, service technicians 5 star service all the way.
The Genesis experience is first class. The service team is exceptional and rivals premium brands like Mercedes. If you are considering a premium brand you need to visit Chantilly Genesis. I have been a customer for six years and have enjoyed outstanding support each time I have visited.
This dealership from purchase to service over the past 3 years has been the gold standard that all dealerships should strive to emulate. Friendly, organized and effective.
Some dealerships have a great sales process but once you end up in service, good luck to you. Genesis of Chantilly is not one of those common place dealers as they have managed to have the service department surpass the sales department, which is excellent, in terms of having a great customer experience.
Genesis Valet Service - May Take Longer Than Expected
If you want to use Genesis valet service make sure you give them several days heads-up. They can get busy and you might have to wait for 10 days to get scheduled.
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Update #2: After the last service appointment on Sep 24th, it was determined that a new monitor is required on our brand new 2025 Genesis GV70. I was told that it would take either 2 or 5 days for delivery based on if the monitor had to be shipped. I asked if someone will contact me when it arrives and I was assured they would. However, not only did nobody call but I kept calling each day and leaving voicemails that nobody returns. Finally, after two weeks on Oct 8, I reached the point I had to drive 20 miles roundtrip to the dealership to find out if the monitor had come in. The rep I spoke to confirmed that it had arrived. I stood there several seconds, waiting for him to ask me if I would like to schedule an appointment for installation. NOTHING. I ended up telling him I guess I'll just schedule an appointment online. The total lack of customer service in addition to communication challenges should convince anyone to avoid this dealership at all cost.
I bought a 2025 GV70 here in June. No issue with the salesman. HOWEVER, it is impossible to reach anyone in the service department. Their phone system is intentionally configured to force you to schedule service online. The infotainment screen in my brand new car is malfunctioning and I can't reach anyone about it and I have a long road trip in a couple of days and need it fixed. Worst service experience of any car I've owned.
Update #1: After making an appointment online for the next week, the drop off experience was terrible. The rep could not find my appointment in their system. I showed him a confirmation text message. He said he'd go ahead and put me down for service. I told him I had two videos of the screen malfunctioning and I had a text from "John" that he would handle my service and to let him know if I need anything. The rep didn't seem to know who John was but told me to go ahead and send him the videos. I don't think this service department could be any less professional? Now its late afternoon the day of service and I can't get through to service on the phone or via text to find out the status of my car. This service department is the worst. Never buying another Genesis.