Genesis Reviews 181

I am reporting a deeply unsatisfactory and frankly alarming experience with my 2025 Genesis GV80 with less than 15K miles. I have a malfunction involving the vehicle’s Valet Mode. This incident has revealed not only a critical technical flaw but also a disappointing lapse in customer service responsiveness—an unfortunate combination for a vehicle positioned as a luxury product.

Upon activating Valet Mode—a feature that should be both straightforward and reversible—I found myself entirely unable to disable it afterward. The system became unresponsive, effectively locking me out of fundamental functions. More troubling, the vehicle’s dashboard ceased functioning entirely. In a modern luxury SUV that relies heavily on integrated digital systems, this constitutes a profound operational failure. The driver is left without essential information or control displays, which raises both usability and safety concerns.

Upon experiencing the malfunction, I went to the dealership that was unable to assist. The dealership and I contacted Genesis customer service in hopes of a prompt and competent resolution. The response I received was far from reassuring. The representative was unable to provide any immediate troubleshooting steps, nor were they able to guide me toward a temporary solution. Instead, I was informed that my concern would be passed along to a technical team, who may need up to seven days to respond.

Seven days. For a vehicle whose dashboard no longer functions.

This timeline is unacceptable for any car owner, but especially egregious for a brand that markets itself on refinement, reliability, and premium support. A critical systems failure should prompt immediate escalation—certainly something more than a weeklong wait.

Because Valet Mode cannot be disabled, and the dashboard remains nonfunctional, I am essentially operating a partially incapacitated vehicle. The inability to access standard driver information is both impractical and unsafe. I cannot reasonably rely on a vehicle whose core systems can be rendered useless by a single feature malfunction.

For a brand-new luxury SUV, this is simply indefensible.

I bought the 2025 genesis, prestige. They delivered it but the rear sensors didn’t work They brought me a loaner until they could locate another car at a higher price point Since my car had already been traded in , I accepted it.When I took it for the 1st oil change, the back camera sensor had fallen in, so since it’s a warranted item, I asked them to fix it. The service managercalled me and claimed the sensor had been knocked in by outside influences citing some dirt he found on the car. I picked it up and the “marks wiped off with a wet cloth. As a courtesy he glued in since I didn’t choose to pay for the job to be done right. I called wanting to bring the car in to show there was not a mark on the car but he declined to view it.
I called customer care who suggested I may have run over a stone it I sent pictures but after she talked to the service manager, she cited his false claim that the car had been hit by an outside forces I then went to corporate which worked out the same way They talked to the service directer and accepted it was an outside force . She told me to file a complaint with BBB so I did. they kept denying it A couple of days ago they said carafax claimed it had been in an accident The first day I drove the car, I came too close to something in my one car garage and their was a minor scratch. It was not obvious to anyone but me but since it was brand new I went ahead and fixed it. The scratch was up by the front headlight so now they claim the scratch in the front caused the rear sensor to fall a year later In addition, originally they did offer to re glue it when it dislodges again but now they wiped their hand of me and told me to go to a body shop when it happens

NEVER have I had problems with a car before I bought this car for their warrenty and customer service but neither exists After talking to others who had bad experiences, I went online and found the car has sensor issues and rather then address them they make excuses SHAME ON THEM. As you can see here and on other sites, service appears to be a weak point I contacted BBB but company stood firm and now tells me to find a body shop? For what? The car is perfect but to admit that they would need to invoke the warrenty Never have I ever dealt with such a company I have yet to find someone satisfied with their service When I bought the car I was trying to pick between LEXUS AND GENESIS. MOST OF MY FIENDS WENT THE LEXUS ROUTE AND ARE TOTALLY SATIFIED The company doesn’t care that I post. They told me to go ahead and post my experiences

Extremely disappointed with my experience with Genesis. They promote themselves as a luxury brand offering “white glove service,” but my experience has been anything but that.
When I purchased my Genesis GV80, I was promised exceptional service — yet the local service center has shut down, and no loaner car is being provided. This is far from the luxury experience Genesis claims to deliver.
@GenesisUSA — this is unacceptable and needs attention.@genesisusa

Genesis Leicester.I only gave it one star as I was not able to give it less. I have had the misfortune to deal with one of the most arrogant and rude sales person.
His name I will not be able to publish.
His responses and answers were a disgrace and clearly what Genesis states on its web site does not seem to apply to sales staff.
This person should not be representing his company. I have asked for the name of the dealer principal and the sales manager and shall await to see if I get a response

“We spoke in 2022 about a Black Santa Fe. Just so we don’t go down the same route, please show the Video to your wife”

This was his first reply after failing to provide a video.

This was his second reply

Good morning,

Not sure why we are struggling with the answer to this question.

“You buy a used Genesis, you take it to an authorised Genesis centre. I sent over a dealers in the country so you can see where suits you.,

Am I missing something?

This is contrary to what Genesis advertise on the corporate web page.

Certainly not a person I would wish to represent my company Mr T@@iq.

Having just read the reports about the lack of customer service and difficulty getting answers I think I will give this brand a miss.

Defective windshield issue. Brought 2026 G70 into dealer for a wash. Sales guy and porter admit no issue with windshield before wash. Then told huge crack. not normal, not a chip. Staff agreed most likely defective. Genesis failed in every way. Runaround, delays and fingerprinting with no one on the product end stepping up to resolve the issue. Apparently if no recall there is no resolution. So unless if affects a certain number of customers they will not stand behind the product? Trying to be a luxury brand without any understanding what it takes build customer loyalty.

Genesis Motor America is anything but a luxury brand in their customer service. The idea that they tout as Korean hospitality, valuing owners as “honored guest”, are words only with no action demonstrated, in my experience.
I bought a new Electrified GV60 in July 2025. The national company was offering a free home charger as a promotion ($550 vlaue). I never got my promotion for ridiculous requirements, all of which I proved were met in a timely manner. Instead, they treated me like I was trying to steal from the company. They went down many unrelated rabbit holes, but actually never focused on simply sending me my charger. It is now October 2025 and finally severed any discussions last week out of exhaustion. If you ever need something from GMA, do ask for what you need, but don’t waste your time trying to actually get results, unless you get your needs met quickly.
I want to make an important distinction between my car and dealership, from the national company. I LOVE my car! It does have glitches. My dealership, Autofair Genesis of Manchester NH, takes care of these things with care. While things don’t always go smoothly, the effort put in to do their best is evident. That I can work with.

I purchased the electrified GV70 on the vehicle but also on the service promises. The vehicle is brilliant with 500BHP and 0-60 in 4 seconds and a great spec with the innovation pack. Lovely family car in every way. However, Genesis UK and the way they haven’t invested in the infrastructure or service is horrible to deal with. AVOID AT ALL COSTS. Never again for me despite the vehicle.

Visited the studio.. staff were excellent both Jack and Carrieann spent time with me, whilst I decided on spec and colour.. Jack even took me to the underground garage where I viewed numerous vehicle, really helped me make an informed decision.
Have now ordered car, looking forward to taking delivery in the coming months.

I could get into the specifics and details, I'll just give you the short. After several appts. with my G80 uncompleted they set another appt. Genesis sent me a survey. I honestly and nicely filled it out. Their service mgr called me and said the general mgr read it and is now cancelling my next appt and told me they will no longer service my G80.They said take it to another Genesis dealer. Problem being the nearest one to Buffalo is in Mentor Ohio, 147 miles away.I'm a senior citizen with health problems and there's no way I can do that. This dealers nearest competition is 147 miles away and they know it something goes wrong your going to

Had a new Genesis 4 months ago - initially all went well. After a software upgrade, the car has been doing all sorts of strange things and we've been told it needs another upgrade. I've rung customer services 3 times and the response time for answering calls has been between 7-11 minutes. We still don't have a date when the upgrade will be done (been waiting 9 days now) and have been told we'll probably get a call next week to schedule a date. No apology from the customer service rep. Cars are good; aftersales is so far pretty poor. Thankfully we're on a 2 year lease so will choose a different make next time round.

Customer service is non-existent. Dealing with base level customer service representatives that give away apologies and their fully understanding your frustrations gets you more annoyed. If something goes wrong with your car or you need a routine car service (included in the package), you should see if you can it done at your local garage. Because paying from your own pocket is a million times better than accessing customer service or indeed filing a formal complaint with Genesis. It just wastes time and gets you nowhere.

I must say when i first pulled up to the Genesis dealer in Brooklyn my son and I were skeptical (He is a BMW driver), but once we got into the showroom our impression changed the showroom is beautiful. Their customer service is outstanding from Taylor who answers the phone to Gary the salesman to Jabari the finance person I was highly impressed and made the purchase. I love the car and all the amazing features that was included. My favorite is the voice command that you can tell the car to do everything

I have a GV70. Really pleased with car. Excellent showroom staff in Edinburgh. After that all downhill. Ridiculous trying to contact customer service. Very third rate. As I said, pleased with vehicle but will not be getting another purely based on customer service. Been with parent company, Hyundai, since
2012 but reluctant to continue

I cant understand any of the reviews here I have a 2022 Genesis GV80, its a luxurious cruiser faultless in every respect any niggles I have had have been sorted quickly.Ive only had one service no faults what so ever customer support team are always responsive and effficient

I would give them zero if possible, the salespeople are great but the service is beyond terrible, never, ever again will I buy this brand because the service is terrible! They don’t call you, you call and no one answers and then they give you a ridiculous bill! Terrible!!!!

owner 2025 GV80 includes 3 years of service/maintenance. they offer a valet service as does all the luxury vehicle manufacturers. Tried to schedule a pick up service for my 8k maintenance, was told 3 weeks out for a loaner/pick up service? Paid Midas to change the oil as I was going on a 2k mile trip to FL. I need my 16k service, call the dealership (no direct line to service?) transferred to service, rings for 2 minutes and hangs up - no voicemail, no please hold, just a dead line. So I go to the website, and schedule a pickup/loaner service for 1 week out. Great, but guess what, I don't get an email or text confirmation even though I provided that info. I try to follow up/confirm a few hours later, chat option on the dealer website, asks me a million questions, it's obvious they aren't at the dealership that can pull my info up my cell or email? they can't confirm anything but will have someone follow up. How hard and how much wasted time to get an oil change? Mercedes, Acura - never had this much of an issue. This will be my last Genesis. stay clear if you want luxury vehicle quality service.

I expected better from a brand that positions itself as luxury. I’ve now had water accumulate inside the headlight of my Genesis for the second time before even reaching 15,000 miles — something that is clearly a manufacturing defect. But instead of standing behind their product, Genesis (and specifically Genesis of Carmel, Indiana) makes the process needlessly difficult and expensive.

To even begin the warranty claim, I was told I must leave my car for an entire day — which is already inconvenient — and on top of that, I’d need to pay for a loaner and potentially an inspection fee if the issue isn’t “verified.” That’s an unreasonable burden to place on the customer for a problem that should not exist in the first place.

Genesis of Carmel offered no flexibility, no support, and no ownership of the issue. The whole process felt designed to discourage claims rather than help customers. Very disappointing experience, and not at all what I expected when I chose a premium vehicle.

I am writing to formally escalate a persistent safety and quality issue with my 2025 Genesis GV70, purchased in April 2025. I have brought the vehicle in for service twice due to a loud and consistent metal-on-metal sound that occurs when reversing down my driveway.

Despite the fact that I provided clear video documentation, and the dealership staff were able to replicate the noise, I was informed that this is “normal” and no repairs were necessary. This conclusion is unacceptable and contradicted by the fact that the loaner GV70 provided to me does not make the same noise under identical conditions.

After the second service visit on July 10, 2025, the issue remains unresolved. I recorded a new video following the supposed service – and the noise is still clearly present.

I am requesting the following:

A formal investigation into this issue, beyond the local dealership level.
Confirmation that this is not a manufacturing defect or early sign of brake system failure.
A resolution that either replaces or repairs the faulty components contributing to this noise.

This has caused great frustration and has shaken my confidence in the Genesis brand. I am a loyal customer who values quality, and I expect that this issue will be addressed seriously and transparently.

What an awful experience I had with Genesis connect services and a horrible experience at the dealership in Jacksonville, Florida. I worked and sold Genesis for 8 years. We presently move to a new Hyundai dealership and discontinued Genesis. I happen to buy one of the last 2024 GV80. First of all it took me 4 months to get my first oil change. I only have 10,700 miles on my vehicle now. I call up Genesis Assurance care because my engine light came on my vehicle and light flashing to take vehicle immediately to a Genesis dealer. I talked to a lady that wasn’t to knowledgeable about Genesis. She told me she was Hyundai Bluelink person and gets switched over all customer service calls for both Genesis and Bluelink after hours . All she did was talk how great customer service was in Orlando at Hyundai
She told me to go to the Genesis dealership in Jacksonville, Florida without an appointment and demand to talk a service manager or general manager with all the issues I was having with my vehicle. Both the service writer and service manager acted like they didn’t care because I didn’t have and appointment . They told me that Genesis Assurance is only there to calm customers down and can’t make appointments or tell the dealership what to do. I was shocked. The service manager had told me that and had an attitude that he didn’t care if I came back or not This is my last Hyundai /Genesis vehicle. Looking at other manufacturers that appreciate you spending 80,000 on a vehicle. I also called Genesis Assurance Care and they indicated to me what the service manager said was accurate about Genesis Assurance care. WOW!!!!

Had a 2:00 PM appointment for an oil change. I arrived on time, parked and entered the dealership. I slowly walked through, passing several people without a greeting, or even eye contact. I got all the way to the back double doors where it said employees only. I then turned and asked a man who looked like he worked there, "is this the service department?" Basically, with him, it was all downhill from there. He was very nasty to me. He treated me like I was a beggar rather than a paying customer with a Genesis vehicle. I asked to speak to his manager and he pointed me to a lady that then took over in his place. The service manager was very nice and professional, not at all like the service advisor. She explained the service process, took care of the write up, showed me the waiting area, and I was out in an hour and a half. The service manager even gave me a Genesis cup. I suspect the cup was because of the service advisors nasty disposition. The dealership was clean, clean restroom. The waiting area was nice. I was offered snacks by the service manager. I think it would have been a good experience if it weren't for the first service advisor. I'll try not to go back out there.