FAQs - Frequently Asked 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]

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]

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]

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]

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]

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]

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]

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]

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]

How can I purchase a home charger?

Level 2 Home Charging Stations are available through our partner ChargeHub. When purchasing your Genesis electric vehicle, you will receive information about ChargeHub and how to order a charging station. If you have any questions, please contact your Genesis Experience Manager at any time.

[ELECTRIC]

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

Please contact our partner ChargeHub directly using the contact details below or visit www.genesis.chargehub.com. Alternatively, you can contact your Genesis Experience Manager, who can provide you with more information.

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

[ELECTRIC]

Will my vehicle notify me when it is low on charge?

With Genesis Intelligent Assistant App, you can conveniently check the current charge of your vehicle. You can also stop and start charging your vehicle at your fingertips using the charging control system.

[ELECTRIC]

How much is a new Electric vehicle?

While initial purchase prices are typically higher, EV prices continue to decline as production costs are amortized. And with the variety of savings EV owners enjoy, many recoup the extra cost of the vehicle within three years.

[ELECTRIC]

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]

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.

[TECHNOLOGY]

How many keys can I share?

a. If a user has an iPhone, then they will be able to:

- Pair an iPhone device and use paired Apple Watch
- Share up to 3 keys (3 iPhone devices +3 Apple Watches)

b. If a user has a Samsung, then they will be able to:

- Pair a Samsung device (Android watch is not currently supported)
- Share 3 keys (3 Android devices)

[TECHNOLOGY]

Is Digital Key Secure?

Genesis Canada utilizes Near Field Communication (NFC), which exhibits a high level of security. The NFC wireless data communication takes place only when the device and the reader are within a few centimetres of each other.

[TECHNOLOGY]

Does Digital Key work away from the car?

No, to access remote functions, use the MyGenesis with Genesis Intelligent Assistant App.

[TECHNOLOGY]

How do I share a Digital Key?

A Digital Key can be shared to a contact in your phone using either the Apple Wallet App or the Samsung Pass app. A user can only share a key with users with same device manufacturer (iPhone to iPhone or Samsung to Samsung)

[TECHNOLOGY]

Is Genesis Connected Services required to use Digital Key?

Yes, Genesis Intelligent Assistant App is required.

[TECHNOLOGY]

Where can I find more information about using my Apple devices as a car key?

If you are using an Apple Device visit: https://support.apple.com/en-us/HT211234 for more information about using Car Key on your iPhone or Apple Watch.

[TECHNOLOGY]

Where is NFC located on my smartphone?

iPhone: The NFC Antenna is located on the top edge of the iPhone.

Samsung: The NFC Antenna is located on the centre back of the device.

Note: NFC Antenna position may vary depending on phone model. Please check with your smartphone manufacturer for the exact location.

[TECHNOLOGY]

How do you enable express mode?

When you enable express mode, you can quickly unlock or lock the vehicle without user authentication. This can be done by visiting Apple Wallet or Samsung Pass.

[ROADSIDE ASSISTANCE]

What is the deadline for submitting a claim?

A claim should always be submitted as soon as possible but not exceeding 60 calendar days.

[ROADSIDE ASSISTANCE]

When will I receive my reimbursement?

Reimbursements take roughly one week to process, after which time, if eligible, an e-transfer or cheque will be sent to the address provided in your claim.

[ROADSIDE ASSISTANCE]

How do I follow up on the claim status?

At any time you may return to the online claims portal and login to view your status. Alternatively, a member of our solution centre team is available 24/7 to help answer your questions.

[ROADSIDE ASSISTANCE]

How do I create an account?

Visit https://roadsideclaims.xperigo.com, select 'Create Account', and complete the required contact information to register a new account.

[ROADSIDE ASSISTANCE]

How do I recover my password?

Should at any time you need to recover your password, click on the 'forgot password' button and follow the simple steps.

[ROADSIDE ASSISTANCE]

What is a claim?

A claim consists of instances where a guest has opted to obtain their own roadside assistance services outside of the offered program or where there are expenses incurred due to a mechanical breakdown which meet the necessary eligibility requirements.

[ROADSIDE ASSISTANCE]

What are the next steps after submitting a claim?

A claims specialist will review all documentation that has been presented to ensure a fair and equitable reimbursement. There is no need for any further action once this step has been completed.

[ROADSIDE ASSISTANCE]

What supporting documents are needed to make a claim?

- Work/Repair order (provided by Distributor)

- Tow invoice, which terminates at an authorized Distributor/repair facility

- Light roadside services invoice, such as a boost or spare tire installation

- Hotel receipts (provided the hotel was not booked prior to the mechanical breakdown)

- Meal receipts (excluding tips and alcoholic beverages)

- Alternative transportation receipts (excluding fuel, gasoline, insurance, and RSA)

- Incidentals

[ROADSIDE ASSISTANCE]

What is a VIN and how do I find it?

A VIN, also known as the vehicle identification number, is a unique identifier and can be located in several places throughout your vehicle. It can be found on your ownership document, insurance document, on a sticker inside the driver's side door jam, or visible from outside under the windshield (typically on the driver's side).

[ROADSIDE ASSISTANCE]

How will I receive my reimbursement?

All reimbursements are by e-mail transfer or via Canada Post standard mail.

Models

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FREQUENTLY ASKED QUESTIONS