Genesis of Chantilly - Service Center

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 th 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. More

Eight days in service before receiving first call, no loaner cars or shuttle service. Which GENISIS guarantees loaner cars or shuttle service. Which GENISIS guarantees More

First, it is impossible to reach a human being at this dealership. I left 5-6 messages for service on a Recall...no one ever called me back. It took 2 months to finally get in touch with someone to schedu dealership. I left 5-6 messages for service on a Recall...no one ever called me back. It took 2 months to finally get in touch with someone to schedule the service. I have a Genesis, which comes with Valet Service, which I have yet to receive in the 2 years I have owned my car. When I was told the service would take 3 hours, I asked for a loaner. I was told the General manager discontinued the loner service at Chantilly. If I wanted a loaner, I would have to drive all the way to Springfield to get it. This is OUTRAGEOUS. I paid of for the service, was promised the service when I purchased the car, yet the GM here doesn't think it is important to fulfill their promises. I am disgusted with Genesis of Chantilly. It used to be a good place to go until they replaced the GM. Even the employees don't speak highly of him. What a joke. I had to contact Genesis to complain and get reimbursed on my rental. I would not suggest buying a car at this horrible dealership! More