Genesis Finance
Exceptional opportunities for your Genesis.
Frequently Asked Questions
- How can I change my payment frequency?
We do not offer payment frequency changes at this time. The agreed upon payment frequency indicated on your original agreement (weekly, bi-weekly or monthly) will remain the same throughout the contract term. - I have an Excess Wear & Tear Plan that is through the Genesis Finance. How do I submit a claim?
Please see your Genesis Experience Manager to discuss any Excess Wear & Tear plans that were purchased. Note that a claim may need to be submitted prior to the vehicle being returned.
- My vehicle is a total loss. What do I do?
In the event that your vehicle is a total loss, please contact us and be ready to provide us with the following information:
- Insurance company name, address and phone number
- Insurance agent name and contact information
- Insurance claim number and status of the claim
- Date of the accident and the kilometres as of the date of loss
- How can I apply for credit to get a new vehicle?
Please contact your Genesis Experience Manager and they will assist you in submitting a credit application.
- I am having a problem with my vehicle. What do I do?
For vehicle issues, vehicle recalls and/or warranty related questions, please contact Genesis Experience Manager for assistance.
- Can I take my vehicle outside of Canada?
As per the agreement, customers cannot take vehicles outside of Canada for greater than 30 days without prior consent. Travel to Mexico is not authorized for any vehicle leased or financed through Genesis Finance for any period of time. If you have any questions, please contact us.
- Where can I send a cheque payment?
Cheques can be sent via regular mail to:
Genesis Finance
PO Box 4624,
Toronto, ON, M5W 0K4
or by courier mail to:
Genesis Finance
123 Front Street, Suite 1000,
Toronto, ON, M5J 2M3
Please include your account number or vehicle identification number (VIN) on the cheque for reference. Please note that we do not accept payments from lease customers wishing to purchase their vehicle. If you wish to purchase your leased vehicle, please contact your Genesis Experience Manager. - How do I transfer my lease/loan to someone new?
To transfer a lease, you must find a qualified person to take over the lease. This person will be considered a “Transferee” and will need to speak with your Genesis Experience Manager to submit a credit application. If approved, you will receive a package of documents that you (the “Transferor”) and the “Transferee” will be required to review and sign. Once the paperwork is completed and returned to Genesis Finance, we will process your lease transfer. Once it is fully processed, you will be released from any remaining payments or obligations, including lease-end charges, while the “Transferee” assumes all remaining payments and obligations contained in the original lease agreement. Please note that a lease transfer fee may apply.
We do not offer loan transfers at this time. - What if I return my vehicle early?
You can return your vehicle any time prior to your lease’s scheduled end date. Early termination fees may apply and all remaining payments will be required prior to the return. We highly recommend that you also complete a pre-inspection by contacting Genesis Finance Customer Care Team at 1-800-205-0402. Post-inspection, you’ll be responsible for paying for excess wear & tear, excess kilometre charges, and applicable taxes.
- I have an Excess Wear & Use Protection Plan through Genesis Finance. How do I submit a claim?
Genesis Finance waives qualifying charges; however it is recommended that you review your plan with your Genesis Experience Manager to discuss what is covered prior to returning your vehicle. This will ensure that you have the opportunity to repair any necessary damages to avoid an end-of-term bill.
- I received a default notice. What do I do?
If you have received a default notice, please contact our Collections Team as soon possible. Notices of default are very time sensitive so please be sure to contact us promptly.
- What do I do if I am unable to make an upcoming payment?
Your payment is considered late if we do not receive it by the payment due date. Please contact us so we can assist you in resolving the issue and making the required arrangements.
- Should I schedule an appointment to return my vehicle?
A Genesis Finance Advisor will be in contact with you as your vehicle approaches lease-end. They will guide you through your lease-end options and help schedule a vehicle inspection appointment – an important step in the lease-end journey.
- What charges should I expect on my End of Term Statement once I have returned my leased vehicle?
If applicable, you may be responsible for charges for the following items:
- Excess wear and tear
- Excess kilometres
- Any past due and unpaid monthly payments
- Any other miscellaneous charges (e.g., unpaid late payment fees, taxes, tolls)
- Any other charges due under the terms of your lease agreement if your lease was terminated early
Note: Charges may vary based on the terms of your lease agreement, and whether any optional protection plans were purchased. Such coverage will apply.
- When returning my vehicle, what should I bring to the appointment?
Return your clean, leased vehicle along with:
- Ownership
- All sets of keys (master/remotes/valet) if applicable
- Owner’s manual
- All original equipment (including manufacturer specified tires)
- Repair receipts
Reminder: if you don’t return the original equipment or keys at the end of your lease, you may be subject to additional charges.
- How can I view the inspection report?
The inspector will provide instructions on how to view your inspection report online.
- Do I need to be present during the lease-end inspection?
While it’s not a requirement, we strongly recommend you be present as it will give you a better understanding of the assessment results.
- When will the lease-end inspection take place?
A Genesis Finance Advisor will be in contact with you as your vehicle approaches lease-end. They will guide you through your lease-end options and help schedule a vehicle inspection appointment at your home or work. We recommend that you ensure your vehicle is clean, that you have both sets of keys and the specified OEM tires and have completed any recalls and resolved any warranty requirements before the inspection.
- What is the process for returning my leased vehicle?
Before you can return your leased vehicle, it needs to be inspected by our authorized third-party vendor. It is recommended that you have your leased vehicle inspected within the last 30-45 days prior to returning. This will help to ensure you have time to schedule repairs and/or resolve recalls/warranty work. Once the inspection is complete you will be able to view your damage report online. You can then schedule an appointment with your Genesis Experience Manager to return the vehicle prior to or on the scheduled end date of your lease to avoid additional fees.
- What happens to my lease if I move to a different province/territory?
We encourage you to update your address in the “My Details” section at gfca.ca as soon as possible. Your regular auto-debit payment amount may change (depending on the tax rate in your new province/territory). You are responsible for ensuring that your vehicle is insured in the new province/territory. You are also responsible for plating and registering the vehicle in the new province/territory. If required, we can provide you with a relocation letter, as many Ministry of Transportation offices require an original signed copy of this letter before they will allow you to register the vehicle. Please call our Customer Care Team if you require a relocation letter.
- I changed my insurance company. Where do I send my new policy details?
Please upload a copy of the Insurance Policy to the website below:
www.insuranceonfile.com
And send a copy by regular mail to the address below:
175 Commerce Valley Drive West, Suite 600,
Markham, ON L3T 7P6
If you have any questions or need assistance, please contact Client Care at 1-833-825-6443.
Office hours: Monday to Friday 8:30 am to 4:30 pm EST - How can I update my name on my account?
To change your name on your account, we are required to validate the name change. Please contact our Customer Care Team and an Advisor will review your request and confirm the name change on your account.
- How do I change my payment due date?
Your account may be eligible for a due date change; however, we do need to verify your eligibility and review a few disclosures with you, before making any changes. Please contact our Customer Care Team regarding this request.
- How can I update my banking information for my auto-debit withdrawal?
Your banking information can be updated directly on the Customer Portal by visiting gfca.ca and uploading your document through the “Documents” tab on the “My Vehicles” page.
Please review the following requirements for your banking information:- Ensure that your full name and address are indicated on the cheque/form.
- The banking information must be in the name of the account holder. Third party banking information will not be accepted.
- If your banking information is hand-written, you will be required to have your bank stamp the documents as confirmation.
- Line of credit or credit card information will not be accepted.
Please note: it takes a minimum of 8 calendar days to process a banking information update prior to an upcoming pre-authorized debit payment.
- I have a credit bureau reporting concern. What do I do?
Payment history is reported to the credit bureau for all parties on the contract. We encourage you to contact the credit bureau directly (Equifax and/or Transunion) to see if they can assist. If there is a further concern, please contact us.
- How do I request a payment extension on my loan?
You may be eligible for a payment extension on your loan account; however, we do need to verify your eligibility and review a few disclosures with you, before making any changes. Please contact our Customer Care Team regarding this request.
- Can I repair my vehicle before I return it?
Yes, we highly recommend that you repair your vehicle through your Genesis Distributor. Once the repairs have been completed, send your repair receipts to the appropriate email address below:
lease-end@genesisfinance.ca
