Genesis of Huntsville

Title: Deeply Disappointed – Disrespectful Experience from a Brand that Claims Luxury I drove nearly an hour from Vinemont to Genesis of Huntsville for a 9:15 AM appointment that was scheduled specifi from a Brand that Claims Luxury I drove nearly an hour from Vinemont to Genesis of Huntsville for a 9:15 AM appointment that was scheduled specifically to fix a known issue with my fuel door—a malfunction that makes it impossible to get gas. This wasn’t a surprise issue: my husband spoke with Genesis customer service in advance, described the problem in detail, was told it was a common problem, and was assured it would be covered under warranty. When I arrived, I was told to wait in the customer lounge. After 25 minutes, a service associate named Ryan came to tell me that yes, it was in fact a fuel door malfunction—but they didn’t have the part, and I’d have to come back. He also casually mentioned that the part is often out of stock because they are replacing them so frequently—clearly a known and widespread issue. Then I was told the part would not be covered under warranty and would cost $1,250 for the part alone. This, after being told explicitly over the phone that the issue should be covered. I expressed my frustration. I didn’t drive 53 minutes to have something diagnosed—I was told the car would be repaired today. Instead, I was dismissed with vague explanations and zero accountability. When my husband spoke with Hunter, the service manager, he tried to shift blame onto Genesis corporate, claiming they created the appointment and didn’t notate it as anything other than a standard diagnostic visit. My husband made it very clear: you represent the Genesis brand. If someone made a mistake in scheduling, that’s an issue to resolve within your internal chain of command—not something the customer should be punished for. Hunter asked what he could do to make it right. My husband offered a very reasonable solution: we’re willing to bring the car back despite the inconvenience, but the dealership should cover the cost of the part and installation. Hunter declined. No effort to make it right. Just indifference. To make matters worse, while I was sitting in the waiting area, several elderly customers were waiting for over an hour and a half for Genesis’s so-called shuttle service to pick them up and take them home. They were frustrated and confused, and no one seemed to care. ⸻ This dealership—and by extension, Genesis as a brand—has shown a complete disregard for the customer experience. • Scheduling miscommunication? Blame the system. • Known product defect? Not our problem. • Wasted customer time and travel? Shrug. • Reasonable ask to make it right? Denied. • Elderly customers stranded waiting for a shuttle? Ignored. If this is what “luxury” means at Genesis, I can promise you we won’t be purchasing another one. The car may be impressive, but the service experience is insulting. More