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FAQFAQ

We have gathered frequently asked questions and their answers in one place.We have gathered frequently asked questions and their answers in one place.

FREQUENTLY ASKED QUESTIONS

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General Questions
General Questions
Electric Charging
Electric Charging
Technology
Technology
[General Questions]

How may I request a test drive?

If legislation in your province permits test drives as an essential service, we invite you to schedule a personal product demonstration at your home or office. Book your test drive now. For measures to ensure the safety of staff and guests during test drives, please refer to the questions below.

[General Questions]

My vehicle is due for regular maintenance, who do I contact?

If legislation in your province permits servicing your vehicle as an essential service, we invite you to contact your Genesis Ownership Manager, who will be happy to assist you with any maintenance requirements. Use our Locate a Distributor tool to find the closest one to you.

[General Questions]

How are my Genesis Complimentary 5-Year Care Plan services like valet and courtesy vehicle impacted?

If legislation in your province permits servicing your vehicle as an essential service, we invite you to contact your Genesis Ownership Manager. Genesis will come to your residence to collect your vehicle for service and leave you with a courtesy vehicle for no extra charge. Use our Locate a Distributor tool to find the closest one to you.

[General Questions]

Who do I contact when my vehicle is in need of maintenance if my local Genesis distributor is closed due to COVID-19?

Please contact the Genesis Customer Experience Team at 1-866-999-9895 or by email at experience@genesis.ca.

[General Questions]

What measures are being taken to ensure the safety of staff and guests during test drives, maintenance appointments and other possible customer interactions?

During this unprecedented time, customers can expect the following additional steps from their local Genesis distributor:  

  • Increased individual measures such as frequent hand hygiene, respiratory etiquette and self-isolation when ill.
  • Wiping down contact points in front of customers to keep them safe, including door handles, seatbelts, steering wheel, gear shift, temperature and audio controls
  • Technicians working on vehicles will have gloves on at all times and will use protective seat and steering wheel covers.
  • Service work orders can be emailed to customers in advance.
  • Maintaining strict disinfecting procedures at all times and providing hand sanitizers for employees and customers.
  • Closely monitoring the situation in their local community and encouraging staff to take all steps they feel are required in their respective areas — including temporary closure of their business.

[General Questions]

In addition to maintenance, what other services are you offering?

All Genesis vehicles come standard with the following Genesis Complimentary 5-Year Care Plan services for 5 years/100,000 km:  

  • Complimentary scheduled maintenance (if legislation in your province permits servicing your vehicle as an essential service)
  • At-home valet pick-up and drop-off for service (if legislation in your province permits)
  • Complimentary courtesy vehicle service (if legislation in your province permits)
  • Comprehensive warranty
  • Complimentary navigation map updates
  • 24/7 premium roadside assistance (unlimited km)
  • Genesis Connected Services subscription (unlimited km)

[General Questions]

Can I still purchase a Genesis vehicle?

Genesis Motors Canada offers the ability to shop and order online with all inclusive, no haggle pricing. We will also come to you, whether to deliver your new vehicle, complete your test drive, or to pick up/drop off a vehicle for maintenance (if legislation in your province permits servicing your vehicle as an essential service). That’s complete peace of mind during these unprecedented times. Start your Genesis online ordering experience now.

[General Questions]

What are the hours of operation for maintenance appointments?

Distributor hours may vary. Each distributor’s hours are located on their website. Please refer to our Locate a Distributor tool to find a distributor near you.

[General Questions]

Where can I request payment deferral?

For existing finance customers, Genesis and select banking partners are offering up to three months of payment deferrals based on each individual’s needs. Customers will need to contact their respective loan provider directly to discuss their personal situation. For customers looking to finance a new Genesis vehicle through select banking partners, Genesis Motors Canada will provide up to a six-month payment deferral^ on all models for a limited time.

[Electric Charging]

How can I purchase a Genesis-Approved Home Charger?

All Genesis Level 2 Home Charging Stations are provided by our partner ChargeHub. When purchasing your Genesis electric vehicle, you will receive a ChargeHub link providing you with information on how to order a Genesis-branded charging station. If you have any questions about purchasing your electric vehicle without a wall box, please contact your Genesis Experience Manager at any time.


[Electric Charging]

I am unsure if my home meets the requirements to install a wall box. How do I proceed?

Please contact our partner ChargeHub directly using the contact details below or visit the website. Alternatively, you can contact your Genesis Experience Manager (GXM), who can provide you with more information.


ChargeHub  |  Phone: 1-888-400-0164  |  Email: support.genesis@chargehub.com


[Electric Charging]

Will my vehicle notify me when it is low on charge? At what KM will I be notified I need to charge?

EV battery quality continues to improve, and so does electric range as a result. Genesis vehicles are equipped with Level 2 charge capabilities as well as rapid charging (delivering a charge of almost 80% in 18 minutes) to help ensure you can more than maintain the range you need day to day.

[Electric Charging]

How much is a new Electric vehicle?

While initial purchase prices are typically higher, EV prices continue to decline as production costs are amortized. Federal and provincial tax rebates are also available to help reduce the initial purchase costs, and with the variety of savings EV owners enjoy, many recoup the extra cost of the vehicle within three years.

[Electric Charging]

Will I have to pay to replace my battery at some point?

Consumer Reports estimates that the average EV battery pack’s lifespan is nearly 17 years if driven approximately 20,000 kilometres per year. That’s about twice as long as most people keep their vehicles. If you are leasing a Genesis electric vehicle, you will trade in and replace the model with a new vehicle every 3 years, and most likely will not experience battery degradation.

[Electric Charging]

Can I find a place to charge my EV on the road?

Currently, there are approximately 6,000 public charging stations and 16,000 charging ports in Canada – plenty to support today’s EV owners. A variety of public charging networks have also been created and continue to expand, which means getting a charge is becoming easier every day. Click here to find a charging station. 

[Electric Charging]

What is the warranty coverage on a Genesis electric vehicle?

Genesis Motors Canada's EV System Warranty covers select electrical and battery components* up to a total of 96 months from the warranty registration date, or 160,000 km, whichever occurs first. Click here to discover full warranty coverage details. For recommended service schedules, download one of our EV owner's manuals here.