Great Car, but the service / owner experience is awful
I do like the vehicle itself. It drives well, performs exactly how I want it to, and delivers the kind of experience I expected when I chose Genesis. From a product standpoint, the car has been solid.
Unfortunately, my experience with the dealership has been the complete opposite.
My most recent visit to Genesis of Virginia Beach has been incredibly frustrating. I had a 7:00 AM appointment scheduled over a week in advance for an oil change, along with a confirmed loaner vehicle. I even called the day before and was assured everything was set. When I arrived, I was told there were “issues with loaners” and none were available. No one called to notify me ahead of time, which resulted in me wasting time and gas for nothing.
I ended up having to come back later and drop my vehicle off anyway, and the experience only got worse from there. When I picked up my car, it was filthy on the outside and the interior smelled musty. That is completely unacceptable, especially for a brand that positions itself as a luxury experience.
On top of that, the service department is extremely difficult to get in touch with, communication is poor, and loaners clearly are not guaranteed even when explicitly confirmed. At this point, I’m not even confident my car is in better condition than when I dropped it off.
To sum it up, I like the Genesis G70 as a vehicle, but the dealership experience has been terrible. A luxury brand should come with a matching level of service, and that has absolutely not been my experience here.