Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was towed to Genesis of Northampton on 12/18/24 and was found to have a defective battery unit that needed to be replaced. After almost 2 months, my car was finally returned to me on 2/14/25. However, as soon as I drove it, a new warning signal lit up regarding an issue that was related to the battery unit, and it was rendered inoperable that same day. It had to be towed to the nearest dealership from me (which is not Northampton). My Genesis case manager, the manager of the other dealership, and I have been trying to contact Northampton with very little success. They have never responded to any of my phone calls or emails, and the other dealership told me that they have been unsuccessful at contacting Northampton as well. My Genesis case manager also has great difficulty contacting them. Genesis of Northampton has been crudely irresponsible and unprofessional for not having the decency to get back to us to resolve this issue. It has been 10 days and I still don't have a loaner or rental car. I can't get a hold of anyone, and I don't see any evidence that they are even trying to take the car back to correct their mistake.

  

  Business Response

  Date: 02/27/2025

  We have been in contact with Genesis Since February 19th regarding Ms. ******** GV70 there is an email chain for records. Genesis is having the car towed back to us they asked us to let them know when we have a loaner available we let them know today that we had a G80E sedan returned. Genesis will reach out to Ms. ****** and give her an update.

   

   

  Customer Answer

  Date: 03/01/2025

  Complaint: ********
  
  I am rejecting this response because:

  Genesis of Northampton has NEVER reached out to me despite multiple attempts on my part by phone and by email. As of 6:16pm on Friday, 2/28, my Genesis case manager has not heard from them about the loaner either. She has also been having a hard time getting a response from them every step of the way. Moreover, she has told them about my dissatisfaction about their lack of response and has asked them to respond or communicate with me, but they have not done ANYTHING.  That dealership is atrocious, disrespectful, and unprofessional. They are clearly purposefully avoiding contact and are now even lying to the BBB. 
  

   

   

  Customer Answer

  Date: 03/07/2025

  It has been more than 2 weeks and I am still waiting for my car to be towed from Genesis of ********* to Genesis of Northampton. As of 3/4/25 at 6:11pm, my Genesis case manager confirmed that CONTRARY TO NORTHAMPTON'S MESSAGE TO BBB, they have not reached out to her or sent any message saying that they have a loaner for me. I can also attest that contrary to their response to BBB last week, they still have not contacted me. I have not received any updates from anyone except the same response from my case manager saying she's still waiting for a tow truck.

  

  Business Response

  Date: 03/10/2025

  This is a copy of the email exchange with Genesis letting them know that we had one loaner car that is available that is an electric car. We have also reached out the Regional Feild operations manager at Genesis who is working with the dealer that the car is currently located at so that they could finish the repair instead of towing it all the way to us.

  From: *********** ****** <******************************************************************>

  Sent: Thursday, February 27, 2025 2:44 PM
  To: ******, ****** [HMNA] <*********************************>;**********, ***** [HMA] <**************************>;******* ******* <*********************************************>
  Cc: ********, ****** [HMNA] <******************************>;******, ******* [HMNA] <****************************>;******, ******** [HMNA] <****************************>;GMA ************* Ops [HMA] <*********************************>
  Subject: RE: MA706 / UPDATE REQUEST / ******** ****** /***************** / 2024 ELECTRIFIED GV70 / ********
  
  CAUTION: This is an external email! STOP, ASSESS, and VERIFY
  Do not click on the links or attachments unless you recognize the sender and trust that the content is safe.
  To report this email as suspicious, please use the Report Phishing Button!
  We will have one electric G80
  
  
  
  Youre Gonna Love It Here,
  Thanks , Enjoy your Day!!
  ***** ****** Service Manager | ********************** of Northampton -
  ******************************************************************
  ****************************** Family Owned, Customer Driven
  
  From: ******, ****** [HMNA] [mailto:*********************************]
  Sent: Monday, February 24, 2025 2:04 PM
  To: *********** ****** <******************************************************************>;**********, ***** [HMA] <**************************>;******* ******* <*********************************************>
  Cc: ********, ****** [HMNA] <******************************>;******, ******* [HMNA] <****************************>;******, ******** [HMNA] <****************************>;GMA ************* Ops [HMA] <*********************************>
  Subject: RE: MA706 / UPDATE REQUEST / ******** ****** /***************** / 2024 ELECTRIFIED GV70 / ********
  
  Please advise when a loaner vehicle will become available.Thank you!
  
  
  Respectfully,

  
  

  Customer Answer

  Date: 03/12/2025

  Complaint: ********
  
  I am rejecting this response because:

  As per Genesis of Northampton's response, their 2/28/25 email to Genesis merely said, "We will have one electric G80," not that they actually have one.  Genesis waited to hear from them WHEN they actually get a loaner available, and she told me that she has tried to reach out to them again. As of the last email I received from that case manager (Aviyon) on 3/5/25, she still did not have any updates. In fact, my case was escalated to someone above her (Rebecca) and, as of today, 3/12/25 at 0955, there was still no record that they got any information from Northampton.  I could personally tell you for a fact that up until yesterday, I NEVER received ANY telelphone calls, text, or emails from Northampton since I brought up the fact that a new light warning came on just a few minutes of driving my vehicle on the day that they returned it to me on 2/14/25. And that was despite multiple telephone calls and emails from me directly to Johanna and Chris M*****, as well relayed messages, pleas, and requests from me through my Genesis case manager. 

  That business never had the decency to repond to me, especially after they obviously failed to complete their job properly. They claimed in their response to you that they were reaching out to me, but that was a complete and utter lie. It has been 26 days since we reached out to them about the coolant system warning message, and they have not reached out to me, responded to any of my direct and indirect messages, or sent out a tow truck to get my car back to their shop.  I heard the same "updates" (or lack thereof) for almost one full month.

  ABSOLUTELY RIDICULOUS AND UNACCEPTABLE! 

  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 03/25/2025

  I've spoken with Genesis rep and Davit at Genesis of ********* who is handling the current repair. They're waiting on field engineer to diagnose the current issue which should be taking place this week. Davit said as soon as he has an update on your GV70 he will reach out to you.

  Customer Answer

  Date: 03/25/2025

  Complaint: ********
  
  I am rejecting this response because:
  

  I already knew this. Genesis Of ********* informed me of this on March 13. They actually communicate with me, which is more than I can say for your business. You did a botched up job on my car and purposefully did not respond to any of my repeated attempts at contacting you upon discovery of the said job. Not only are you lacking competence, but you have also shown complete lack of professionalismand THAT is the meat of my complaint to BBB. I dont even really know the point of your message. You did not do your job properly and then knowingly abandoned me when I tried to reach out to you about it. And even with the help of another dealership and my Genesis case manager, there was still no effort at communication from your part nor did you take responsibility of your work or try to correct it. Now another dealership is stuck with your botched up job. This pseudo-effort on your part now by delivering a message thats two weeks old is just pathetic and does not rectify any of the wrongdoings that you have already done. 

  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/07/2025

  I understand you think we botched your repair but, that is not the case. When your vehicle came in, we followed the codes that are stored in your history which let us determine you needed a new EV battery.  We then properly installed your new EV battery, then fully charged it and road tested it. At this point it was operating as designed. I can see how after you received your vehicle back from us and then your warning lights is very frustrating. I did speak with the Genesis field tech manager, and he let me know that the EV battery we installed was defective. He is working with the current Genesis dealership where your Genesis is located. And they will reach out to you when the work is completed.

  Customer Answer

  Date: 04/13/2025

  Complaint: ********
  
  I am rejecting this response because:
  
  Either youre lying or you are really clueless on whats going on. Neither one bodes well for you. I have had multiple conversations with Genesis ************* service manager, as well as supporting documentation that goes against your story. The problem is not that you installed a defective battery. The problem is that you installed a new battery but did not complete all the steps necessary involved in the process, such as replacing the coolant fluid. That then let air into the system, causing all the problems thereafter. Your problem is incompetence, not defective car parts. Your weak excuses and fabricated stories only highlight your unscrupulous behaviors and unprofessional conduct. Everything is well documented and goes against all your false claims and alibis.