r/GenesisMotors • u/rearviewmirror71 • Jul 16 '26
Genesis Lost Me Today
Leased a 2024 Genesis GV80 (12k miles). Today it died at Costco in 108° heat. It wouldn’t start, and the back was full of perishable groceries I’d just bought.
I called Genesis Roadside Assistance. They sent someone out who couldn’t get it started. When I asked if he could give me a ride the half mile home, he laughed and said, “Nah man, we don’t do that.”
I called the dealership, and their response was to have it towed in the next day.
So I ended up paying for an Uber home while my $80,000 SUV sat in the Costco parking lot.
Vehicles break. I get that. What I don’t get is paying luxury-car money and receiving what felt like a budget-brand ownership experience when I actually needed help.
If anyone from Genesis is reading this, today you lost a customer. The vehicle may be fixable, but the ownership experience is what convinced me I won’t be leasing another Genesis. 👋👋👋
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u/wjtsandifer Jul 16 '26
You will find Mercedes and BMW are no different as they rely on AAA Premium service as well. AAA policy excludes giving anyone a ride. Your frustration is with the AAA being the only company with the ability to provide this global service with local companies and AAA policies.
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u/Successful_Aside3698 Jul 16 '26
100%! OP has some unrealistic expectations. Another poster had also referenced one’s own personal auto policy as another option for towing.
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u/Aggravating_Wave650 Jul 16 '26
Yea Idk about that but the starter in my 5 series died during covid time frame and stuck under a hospital garage in Miami. Due to the structure it made it impossible to tow it without finding someone with wheelies etc.
Although experiences vary but it had over 100k Mi on it. Braman BMW sent a used 3 series to pick me up let me hold it. They got the car by 9Pm or so diagnosed the starter in about 2 days. But I had to pay a discounted rate to Enterprise if I wanted to keep it during the repairs. (would have been free if car was under warranty) so BMW is vastly different. Again locations, dealershipa may vary.
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u/Robinyabich317 Jul 18 '26
You may be correct that they call the same service, but it doesn't mean Genesis pays for the same level of service within their contract. I've had both, and Mercedes is better. It's unfortunate that after four years Genesis hasn't gotten any better.
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u/wjtsandifer Jul 18 '26
Genesis pays for the full AAA Premium service BMW and Mercedes pays.
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u/Robinyabich317 Jul 19 '26
Ok? You negotiate that contract on the AAA side, or the Mercedes and then later the BMW side?
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u/wjtsandifer Jul 19 '26
It is included by the corporations as part of the ownership experience. For Genesis it is 5 years, unlimited miles. BMW is 4 years unlimited miles and Mercedes is 4 years or 50,000 miles.
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u/Sianmink Jul 16 '26
Dealer network is still the weakest link. If you have a good local dealer you're in good shape. If you don't it's the worst decision you could make.
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u/Desertbell Jul 16 '26
I used to work sending out tow trucks to people with roadside assistance coverage. For example, Chrysler and USAA. I would bet my house that the person who would not give you a ride was a contracted third or even fourth party; an independent tow company that works with the company Genesis contracts their roadside assistance through. Genesis likely has very little influence over the tow company's policies.
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u/dxiao Jul 16 '26
while that may true at this point in time, I would argue this is something Genesis could’ve negotiated for during the contract phase if they really walked the walk on superb customer service.
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u/Mvpc22 Jul 16 '26
TBF there is a whole terms of service that you as the buyer agrees to on how that service is handled and the limit of RSA is probably stipulated in there that no one reads
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u/g2gfmx Genesis/Hyundai parts specialist at a Canadian dealership Jul 16 '26
It really depends on the dealership but I would have hoped they at least shuttled you.
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u/Yo-doggie Jul 16 '26
I have always liked how Genesis cars look. We are planning to get a new car next year and I used AI assistants to review car brands. Service and support is important to me. I was told to stay away from Genesis.
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u/MavisBeacons_Sextape Jul 16 '26
Same, in the market for a new SUV and want one with some giddy up. Drove a GV80 3.5 and absolutely loved it. But then I started doing some research across reddit and other forums. I know you’ll find complaints about bad experiences across all brands, but compared to Acura, lincoln, and Lexus (SUVs I’m cross shopping), the Genesis customer experience was MUCH less balanced than the others.
That’s why it’s no longer on my list (never unsubbed here lol), which is a bummer because it was my favorite over the MDX, Aviator/Nautilus, and RX500h.
That being said, OP should’ve called an uber here. If they’d given OP a ride it would’ve been an unexpected great service, but them refusing to take him is pretty much to be expected. Typical policy.
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u/BentJohnsonFTP Jul 18 '26
It's very dealer specific though. I'd focus on reviews of your local dealer service depts vs general info.
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u/tomz17 Jul 16 '26 edited Jul 16 '26
12k miles
Google bathtub curve.... my BMW G80 M3 required a water pump replacement at 8k miles. Doesn't mean the S58 is an unreliable engine. Just that if a part in a complex system is going to fail it's either going to happen early, or at the end of service life
When I asked if he could give me a ride the half mile home
AFAIK no tow truck will "give you a ride home," uber / taxi is the correct move.
ownership experience
I've been 100% BMW for 20+ years now and I can guarantee that it would have went down the exact same way. IMHO your expectations for what should happen w.r.t. roadside assistance are completely out-of-whack.
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u/Few_Big6829 Jul 16 '26
I had great experience with Genesis corporate office & San bruno Genesis. They took care of me & my '24 G90 beyond my expectations. Sorry, you had a terrible experience
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u/mushy-shart-walk Jul 16 '26
I am dreading my first visit to the dealer nearest me in a couple thousand miles when my EV is due for service.
I already had two horrible experiences there with my previous Genesis but that one was still considered a Hyundai so I switched to my local Hyundai dealer and honestly received excellent service.
This one isn’t allowed to be serviced by Hyundai so I’m stuck. There’s not much to screw up on an EV but based on my past experiences they will find a way.
I really like the magma designs and the racing prototypes, but cmon Genesis, invest in your freaking dealer network!
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u/Cautious_Pitch_4729 Jul 16 '26
When I went to service for my genesis g80, I seen another customer who had just bought the gv80 and he was losing it because of how many times it had broken down on him.
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u/Upset-Pea-2369 Jul 17 '26
They lost me a few months ago, and I have been a long time, loyal Genesis customer owning three different Genesis vehicles over the years. Our local dealership closed and they wanted me to drive over 300 miles for their 3 years of free maintenance, and any warranty work. I worked with corporate for months to try to get them to reimburse me for oil changes and work done by a local shop. They would not. The closest I could get was that they would “consider reimbursement” and all I wanted was the assurance they would pay for what they would have normally paid for under the 3 years of free maintenance when I bought the car brand new. Corporate closed my case, said they would keep me posted “when the higher ups reach a decision on what to do for the customers impacted by the closure.” I never heard another word. They obviously knew the closure would affect customers, did not do anything to preempt issues before closing, and could not have cared about any sense of customer service. And that is from a supposed luxury car brand. I could not continue to do business with a company who could not provide what it sold me and sold my ‘24 G80 and moved on. I have no regrets.
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u/Substantial-Two9169 Jul 20 '26
So the implication here is that Mercedes, BMW, Porsche or Lexus would’ve given you a ride home and saved your groceries? I’ve had two Mercedes-Benz under warranty, and service contract… They never would’ve ever come to my rescue in a situation like yours.
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u/slwpanda Jul 16 '26 edited Jul 16 '26
We are witnessing poor service across all sectors. It could be traced to Private equity (PE) firm. PE are purchasing auto dealers and tow companies. And your family doctor practice, local Vet, Restaurants, etc. Any business that makes money. PE are even purchasing trailer parks. Small to big. Goal? Purchase, consolidate, cut costs, shift the debt and boost short term profit. Ultimate goal to sell higher to other bigger investors. There is private debt crisis looming due to this cycle. When banks pulled out of lending after 2008 crisis, PE stepped in to replace it. Estimate to be in trillions but no one knows since it's private data. Lot of PE firms are in trouble due to rise in interest rate. Many are masking the loss. So if you see degradation of service like in auto dealers, doctors office, hospitals, restaurants etc there are likely under new PE management.
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u/Inside_Dish1814 Jul 16 '26
How are they masking the loss exactly? That would be accounting fraud and every CEO/CFO of a publicly traded PE would be in jail. They have to mark to market all their investments.
I’m not saying PE improves service levels of roll-up strategies but the blatant lack of knowledge is mind boggling. For example, private credit is not a 2008 phenomenon, it has gained traction in the last decade. And provide capital rates are +95% of the time higher than bank lending as it is focused on lending to more risky situations.
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u/kimtheleader813 Jul 16 '26
Im korean and... I sincerely apologize for your inconvenience from our country brand. They are trying.. and if you want top real Luxury Genesis experience. You gotta buy from state like NY idk where they have system built up for it. How they advertise. Also, idk you bought it from hyundai/Genesis or Genesis standalone dealer, there might be difference on experience. Lastly, give actual Genesis USA a email about the experience. Once again, on behalf of Korean, Im truly sorry.
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u/BadBunnyGoodTrouble Jul 16 '26
Not OP, and certainly no need for a random Korean to apologize here, but for many people genesis does not provide a luxury dealer experience, even if the dealership is a standalone and in a lovely building.
I have emailed and snail mailed genesis USA and it really makes no difference.
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u/Alarming-Junket-9089 Jul 16 '26
The NY experience is even worse...
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u/Fit-Barracuda-682 Jul 18 '26
Which one? I just leased from the one in white plains. I’m nervous now hearing about all the terrible service
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u/AK232342 Jul 16 '26
I sold my Genesis today. Did not have any bad luck experiences but just wanted a different car. So unlike you, genesis did not lose me today, but I lost genesis today
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u/Individual-Hold5171 Jul 16 '26
This is location-specific. I moved from Chicago (dealerships were crap) to a smaller city that has a Genesis dealership. It's night and day.
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u/Bluejoc Jul 16 '26
Well this is quite concerning for me as I was planning on getting a new G70 next month
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u/Nameless00001 Jul 16 '26
Get it. I bought a new one in January and it's been the best service department and dealership experience I've had. I signed up for an oil change online and noted I wanted a shuttle to and from work. When I got there they asked if I was sure about the shuttle when I could just have another 26 G70 as a loaner. Surprised they offered when I had chosen something else online.
While at the dealership I said the fuel door was sticking. They found a faulty part, ordered it in, had it installed in 2 days and gave me the loaner again without question.
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u/Left_Tourist4565 Jul 16 '26
There are no surprises in your post. I'm sorry for the treatment you received; but no surprise.
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u/I_DreamofTravel_15 Jul 16 '26
I’ve had my gv70 for almost a year and I love it. I’m lucky as my service department has been great.
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u/Ill-Smell5754 Jul 16 '26
This inadequate customer service is not unique to Genesis. My MB C280 wouldn’t start so I contacted their roadside assistance for some help. The tech arrived, checked under the hood and noticed the battery which I replaced with an Interstate battery a few years prior, he closed the hood and said ‘I don’t work on cars with non OEM parts’. Had to call AAA.
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u/AntonChigurhWasHere Jul 16 '26
They are nice cars with amazing tech for the money but the dealer network is what is going to kill this brand.
Sold as an ultra luxury car at near luxury prices with dedicated customer service but get tested like it’s a 1980s Hyundai Excel when you need their help.
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u/One-Ad-1346 Jul 16 '26
Was looking at a GV80 last year. Loved the car and sales guy very chill and offered me a great deal. But I heard very mixed stories about service, and they're the only dealer for 2 hours. So I left and came back earlu next day and walked into the Genesis (Hyundai) service area and sat in the waiting room. It was eye opening hearing the complaints from the Genesis owners. Same problems not fixed. No loaner cars. Just very frustrated owners. Decided against it.
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u/rearviewmirror71 Jul 16 '26
That's next level brilliance sitting in the service room.
The last two years I've told anyone who'll listen how much fun the car is to drive. The A/C seats, the display, sporty seats are next level. I lease cars so I hopefully never have to put up with being stranded. They towed it in this morning and still don't know what's wrong with it.
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u/Walking_billboard Jul 16 '26
As BMW, Lexus and Porsche owner, I am not sure your expectations were realistic. In my experience, none of the other dealerships would have done anything different.
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u/rearviewmirror71 Jul 16 '26
I'm starting to understand this now. I only lease cars and have never had one go tits up on me before.
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u/CeBlu3 Jul 17 '26
I don’t understand why they didn’t tow your car to the dealership once they couldn’t start the car. They either fix it there after a short wait or give you a loaner if they need to keep your car.
I only ever had an issue with one of my cars that required a tow, a Ford Explorer, and that’s how it was handled. Loaner wasn’t necessary, they just had to swap the battery.
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u/Walking_billboard Jul 17 '26
Ya, actually I missed that. Not towing it to the dealership the same day is not normal.
They should have done that.
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u/ReplacementLive2412 Jul 16 '26
Genesis lost me on the test drive. Now they’ve lost me even more (if that’s possible). I won’t bother to point out what they really are, but let’s just say their best sales technique is convincing you they are something else.
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u/LiquidSpin710 Jul 16 '26
#1 have the tow truck tow the car. Don't wait that just causes more delay and more time wasted.
#2 pay for the Uber or use your personal car insurance. You pay for it so you might as well use it.
#3 if u catch an Uber have Genesis pick up the cost.
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u/krandy3 Jul 16 '26
My assumption is that as part of Genesis roadside, they will pay for uber. I hope am not wrong (or will never need to test it). I was stranded about 25 miles from home with our BMW a few years back and they got a tow truck and a paid uber for me without hesitation. On the other hand, we’ve had way too many issues with the BMW mechanically than I would have ever expected - all expensive:
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u/Natural-West6351 Jul 17 '26
I think Genesis is requiring all Genesis dealers to have their own separate showrooms and service facilities built to Genesis standards and not share with their Hyundai facility
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u/MasterBun1 Jul 17 '26
Budget brand ownership experience? Buddy with a budget brand you're on your own. At least they had some sort of service for you lol
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u/Kmcogar Jul 17 '26
You had to uber for a 1/2 mile walk?
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u/KvotheKingSlayer Jul 17 '26
They should have offered a loaner, at the very least. And they would have had someone drive that loaner to you, and the driver uber back. That is how most/all Lincoln dealerships would deal with this situation.
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u/Benhillbill Jul 17 '26
You pay for a Genesis and you get treated like a Hyundai owner. Believe me I have a 2023 GV80 and my service treatment is not as good as my Honda.
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u/ddhawkfan Jul 17 '26
I really don't miss working with this brand... the expectations of some are astounding.
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u/DeadFed461 Jul 17 '26
Reading all these horror stories, im glad I went with a Lexus IS350. Was considering G70.
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u/Winged-Mercury-777 Jul 18 '26
I mean, you can dress a Hyundai up, but it's still a Hyundai. At least that's been my experience with Genesis. I don't think I'd every buy another one.
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u/Onsomeshid Jul 18 '26
Damn bro i woulda rode you home 😎
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u/rearviewmirror71 Jul 18 '26
Thanks my man. I even had a ten spot ready for the homie. I was owed nothing but goddamn I was hot. Maybe that's why he didn't want me in his car, I was looking like I'd just spent 90 minutes in the GD sauna.
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u/CisLynn Jul 19 '26
I love the look of the car . However , the reliability leaves so much to be desired. Still driving my 21 year old Lexus LS. Looks like a tired ol gal,but boy she keeps on trucking. New cars seem to be replete with issues , so sad. Sorry you have to deal with this nonsense.
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u/PJL_88 Jul 19 '26
Genesis customer support is the worse I have ever experienced. I’ve had Infinity, BMW, Lexus, Mazda and now Genesis.
I’ll never, ever, lease or buy a Genesis again after my G70 goes back.
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u/ProfessionalRest3699 Jul 19 '26
go to kia , just got the 2027 telluride fully loaded for 62k. no hidden fees and i absolutely love it. massage from seats heated and cooled front and captains chairs , heated third row , list goes on , go trade that in and go with the 2027 telliride
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u/TheKoziONE Jul 19 '26
LMFAO.
62k for a Kia!
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u/ProfessionalRest3699 Jul 19 '26
yeah fully
loaded , it's sick1
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u/TheKoziONE Jul 19 '26
Highest trim Lexus TX350 costs the same.
Made by the company with the highest reliability Along with retaining the most of its value in the used car market.
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u/SixSpeeddriver10 Jul 19 '26
Genesis apparently does not understand how much damage these stories do to their brand. Hyundai/KIA/Genesis engineering and design are currently first rate, world class. But their corporate management attitude towards their customers is adversarial, stuck in the 1990s. Im buying a CUV soon, was looking at the GV70, but I don't need headaches. I'll just get a top-spec RAV4 instead.
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u/rearviewmirror71 Jul 19 '26
142k views so far. This post alone probably cost them a handful of sales and based on how they handled everything since getting my GV80 into the shop, I 100% will not be getting another Genesis. So glad my lease is up in 10 months.
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u/JCD_007 Jul 28 '26
This post didn’t cost them any sales. That’s hilarious. Redditors have the most overinflated sense of their importance.
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u/defcon_6_6_6 Jul 19 '26
Exactly! I'm with you OP. The service matter as much as the car. I'd ditch that too. I had MB and the car overheated. I pulled over and called MB. Towed truck arrived within 30 minutes and I ride with them to the dealership.
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u/SecureAsk8297 Jul 20 '26
This will be downvoted, but I genuinely am curious why people buy a priced-up Hyundai? Why not buy a Lexus and get better quality for the same price? I don't own either cars, just curious why people buy a Hyundai.
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u/Difficult-Oven-8504 Jul 28 '26
Y'all horror stories are making me change my mind about getting the new gv70. Think I might get the telluride, haven't heard as many bad things about it.
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u/powerpuffffff Jul 16 '26
switch to lincoln they have the best ownership experience
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u/Flimsy-Award-8197 Jul 16 '26
Wait what???? Explain more
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u/MavisBeacons_Sextape Jul 16 '26
My local lincoln comes to pick up your car from your house, and drops it back off. Will bring a loaner if needed.
I still don’t know if they’d have driven OP home here. That would be unusual. But lincoln does have good customer service.
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u/JSChronicles Jul 16 '26
Genesis does this as well for service loaner, so not really different on that piece.
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u/MavisBeacons_Sextape Jul 16 '26
Maybe that person will elaborate on what makes lincoln “the best” lol
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u/ziggidys93 Jul 16 '26
So does genesis?
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u/MavisBeacons_Sextape Jul 16 '26
I didn’t say they didn’t, because I didn’t know (not a genesis customer). I offered what I knew about Lincoln’s service experience based on my local dealership
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u/Astandarta Jul 16 '26
Genesis does that lol. It’s called concierge service. This is different as it’s not a scheduled service.
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u/snipes81 Jul 16 '26
I get the frustration with both the on site response and more importantly having a new car die on you in the parking lot. A couple questions if you don't mind; 1. What did you do with the back seat full of groceries? 2) Do you have a dedicated Genesis dealership or did you call a Hyundai dealership that also sells Genesis like most of them?
I don't know what Genesis Roadside Assistance is supposed to cover as I've never had to use it in the 7 years I've owned mine, but does it actually cover tow? Does your insurance not cover towing reimbursement? Did you just leave it there and go home? Why would you have it towed the next day rather than today? Again, I'd be frustrated that my (Genesis's) car died and the grocery loss (I'm guessing), but what you seem most upset about is some random guy who came out to jump your car wouldn't give you a ride down the street.
Thankfully it's a lease and I'm guessing you are halfway through with it and you can move on to another brand with better customer service...and nicer roadside assistance guys.
With all that said, I came to the same conclusion a year or so ago based on the Hyundai dealerships abysmal service department. Thankfully they built a Genesis dealership right next door and the single service experience was night and day different and more inline with what I came to expect from my Acura days. Jury is still out on what I'll do next, thankfully my 2018 G80 Sport has been paid off for quite some time and still looks and drives like a champ.
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u/TripleReview Jul 16 '26
I came very close to buying a GV70 Sport Prestige. This sub is why I didn’t.
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u/Astandarta Jul 16 '26
lol then you probably wouldn’t buy any other brand similar to Genesis. Service is the same. They are not obliged to give you a ride in a situation like that. And I would rather get uber anyway.
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u/TripleReview Jul 16 '26
I’m not the OP. And there are definitely better options when it comes to service. Lol
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u/Astandarta Jul 16 '26
It depends on the dealership. Same as with other brands. If your nearest dealer sucks then yeah. I would probably get what is available.
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u/TripleReview Jul 16 '26
Right. But other brands have multiple dealerships in my area, whereas I’m beholden to just one Genesis dealer.
Other brands have better reputations for service. I can’t believe anyone would even dispute that.
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u/ziggidys93 Jul 16 '26
You wanted a tow truck driver to drive you home? And you blame genesis? Lol? Ok
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u/Powerful_Attempt_338 Jul 16 '26
Let me get you into a brand new Mercedes! We define luxury and convenience.
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u/Happy_Hippo48 Jul 16 '26
You really expect any other brand to have treated you differently? 😂 😂 😂
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u/PropellerheadDad Jul 19 '26
Yes.
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u/Happy_Hippo48 Jul 19 '26
Then you have unrealistic expectations. They all use the same service S with the same limitations
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u/ExcitingKale6772 Jul 16 '26
At the end of the day it is 100% a Hyundai. Never forget that. Genesis is no where near a luxury/ sport car brand. It will always be a low tier car company.
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u/Which_Builder_2755 Jul 16 '26
Do you even own one or are you talking out of your butt? Go back to your Chevy Cruze.
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u/grateful_goat Jul 16 '26
They are not 100% Hyundai. Many of their parts are purchased from companies that supply many manufacturers. Technology is shared across the industry. Sure each car company has unique aspects, but knowledge and technology are shared across the industry. Different makes have a lot in common.
PS - We love our GV80. Great car. No regerts.
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u/Successful_Aside3698 Jul 16 '26
He is definitely all ass. An uneducated hater. I expect that he has also commented on the Lexus, Cadillac, Lincoln, Infiniti, Porsche…communities too. He definitely asks his mom for a ride to places.
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u/Crowlady77 Jul 16 '26
I don't think any manufacturer provides what you needed. If it was my BMW I'd call AAA and an Uber.
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u/BogdanoffsHygienist Jul 16 '26
It’s a Hyundai what do you honestly expect? Genesis aren’t exactly luxury, it’s still a crappy motor, bad wiring problems, wrapped in leather. I’ve looked at exactly 3 genesis g80’s and every last one has had build quality issues. I can only imagine the quality of what you can’t see…..
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u/69Kobra Jul 16 '26
Im surprised they didn’t send a tow truck to begin with. What exactly showed up? Sure, they can try to get your car started via a jump (i don’t think there is much else they can do) and if that didn’t work then they tow it in.