The car manufacturer’s warranty policy is intended to provide peace of mind for customers. However, for Mike from Texas, USA, this peace of mind was short-lived when his Genesis G80 encountered a technical issue.
It all started when Mike took his car to Huffines Genesis in Plano, Texas, for an oil change. Unfortunately, the technician made a critical mistake by overfilling the engine with oil, resulting in significant damage.
Initially, the dealership reassured Mike and committed to repairing or replacing the engine under the warranty policy. However, the process took an extensive two months, and despite the costly $18,000 repair bill, Mike’s car still exhibited issues such as vibrations and unusual noises from the rear.
“The seats and steering wheel vibrate vigorously, and the mirrors shake noticeably. I can distinctly describe the noise coming from the rear of the car and am willing to go on a test drive with the technician to demonstrate,” Mike stated.
To make matters worse, it wasn’t just the engine that was affected—the rear differential was also damaged.
Huffines Genesis responded to Mike’s concerns by estimating another two months to resolve the issues. After enduring four months of inconvenience due to the dealership’s mistake, Mike desired a different vehicle. The dealership initially offered him the option to choose any car from their lot, assuring him that they would “work something out.”
However, when Mike agreed to the exchange, the dealership offered him a meager $28,000 for his damaged Genesis G80. Unsatisfied with this lowball offer, Mike approached other dealerships and received higher valuations.
Ultimately, Mike accepted an offer of $36,000 from another dealership and decided to upgrade to a 2023 Genesis G80 for $47,000. As a result, he had to spend an additional $10,000 for a newer model, while his original car was damaged due to the dealership’s error.
But the story doesn’t end there. After finalizing the transaction, Mike took his new G80 for paint protection film installation. During this process, the technicians discovered that the car had previously been in an accident, with mismatched tires, paint overspray, leftover masking tape, and peeling adhesive.
These discoveries shattered Mike’s trust in the Genesis brand. “Everyone makes mistakes,” he said, “but this is too many, and Genesis doesn’t seem to care about its customers. They even told me that because the car was pre-owned, there was nothing they could do.”
As of May 20, Mike has returned the 2023 G80 and is in the process of purchasing a Lexus GX 550.
In response, Genesis stated, “At Genesis, our customers are at the center of every decision we make, and we strive to deliver a seamless and premium experience. In this case, our retail partner offered several options to resolve the issue amicably. We repurchased the initial vehicle at the customer’s request and offered to exchange it for another pre-owned vehicle… We regret that we were unable to meet the customer’s needs and will continue to work with our retail partners to enhance the customer experience.”
