Valet and Loaner Vehicles when your Car is being Serviced

[BlancaGenny]

I'll be taking in my car in a couple of weeks for some work.

- Rough cold start idle for first 20 seconds or so
- Sunroof seal is moving when it shouldn't (hard to explain)

I talked with the owner of the dealership and they lost rights to the Genesis brand because of the market here. It is very small and projected sales figures wouldn't be met. I talked with the service department and they said if they have a vehicle to lend me, they will. Now, before you all get mad or irritated that I am displaying entitlement, I'll explain. Buying a CPO or new Genesis gets you valet and loaner vehicles if your car happens to go in for service. I have it in writing, with the CPO paperwork, that it is to be honored. With cars out of warranty or if I bought a car that didn't say they did said tasks, I wouldn't be questioning it.

So, how are they saying if they have a vehicle, they'll give it to me? It doesn't have to be a Genesis brand car. They have two G80's parked but those are being assessed to go to different Genesis dedicated dealerships when they arrive. It's a Hyundai/Mazda dealership. Why would they tell me they are unsure if they can lend me one when they have cars dedicated to loan out? As far as I know, there are only 3 Genesis cars in my area and I can assure you that they will not be gettings service the same time as mine. Do they have a valet/loaner agreement on the Sonata's or Azera's? I'm thinking they are hesitatant because of my age, I get that a lot. I made it a point for them to review the agreement when buying Genesis vehicles. I just think they are trying to avoid it because the age factor (24). I won't take no for an answer as I have it in writing but..... any ideas?

I'm quite turned off at the fact they would "see if anything is available" rather than "we'll find something for you."

Dan

 

[larrymg1]

I'll be taking in my car in a couple of weeks for some work.

- Rough cold start idle for first 20 seconds or so
- Sunroof seal is moving when it shouldn't (hard to explain)

I talked with the owner of the dealership and they lost rights to the Genesis brand because of the market here. It is very small and projected sales figures wouldn't be met. I talked with the service department and they said if they have a vehicle to lend me, they will. Now, before you all get mad or irritated that I am displaying entitlement, I'll explain. Buying a CPO or new Genesis gets you valet and loaner vehicles if your car happens to go in for service. I have it in writing, with the CPO paperwork, that it is to be honored. With cars out of warranty or if I bought a car that didn't say they did said tasks, I wouldn't be questioning it.

So, how are they saying if they have a vehicle, they'll give it to me? It doesn't have to be a Genesis brand car. They have two G80's parked but those are being assessed to go to different Genesis dedicated dealerships when they arrive. It's a Hyundai/Mazda dealership. Why would they tell me they are unsure if they can lend me one when they have cars dedicated to loan out? As far as I know, there are only 3 Genesis cars in my area and I can assure you that they will not be gettings service the same time as mine. Do they have a valet/loaner agreement on the Sonata's or Azera's? I'm thinking they are hesitatant because of my age, I get that a lot. I made it a point for them to review the agreement when buying Genesis vehicles. I just think they are trying to avoid it because the age factor (24). I won't take no for an answer as I have it in writing but..... any ideas?

I'm quite turned off at the fact they would "see if anything is available" rather than "we'll find something for you."

Dan

I suggest you contact:
Kevin Smith - Senior Group Manager of PR and Corporate Social Responsibility (CSR)
Genesis Communications
kdsmith@gma.com Fountain Valley, CA

 

[Mark_888]

Buying a CPO or new Genesis gets you valet and loaner vehicles if your car happens to go in for service. I have it in writing, with the CPO paperwork, that it is to be honored. With cars out of warranty or if I bought a car that didn't say they did said tasks, I wouldn't be questioning it.

I am a little confused about what was in writing. There is no concierge or loaner service for the 2009-2016 Hyundai Genesis models, unless a dealer want to provide it at their cost and at their discretion. The only exception is for certain warranty or recall items where Hyundai Motor America will foot the bill and reimburse the dealer.

The only concierge and/or loaners service that is guaranteed by the manufacturer/distributor (I believe for 3 years, but not sure), is for the 2011-2016 Hyundai Equus, and any Genesis Motors vehicle (which means 2017 model year or later), which includes the G80, G90, and upcoming G70.

Maybe you are confusing a Hyundai Genesis, with a Genesis Motors vehicle (which only applies to model year 2017 or later). Or maybe your dealer promised things on their own that they are not following through with, but that has nothing to do with Hyundai Motor America or Genesis Motors.

 

[EdP]

entitlement, I'll explain. Buying a CPO or new Genesis gets you valet and loaner vehicles if your car happens to go in for service. I have it in writing, with the CPO paperwork, that it is to be honored. With cars out of warranty or if I bought a car that didn't say they did said tasks, I wouldn't be questioning it.

So, how are they saying if they have a vehicle, they'll give it to me?
Dan

If you have something is writing, there is no excuse. It may be a case of ignorance as under normal circumstances, there is no obligation for a loaner. If you have a contract, different story. I have no idea who you spoke with. If it was just a service writer they are probably unaware. Take the paperwork with you. Do not just tell them , show them. Contract is a contract. Re-read it though, just to clarify.

 

[glennk]

Haven't needed a loaner so far (hope I don't). My service advisor told me if a repair ever took more than 8 hours, he could pull a Hyundai off the used car lot. This is fine by me, as I don't need anything special...just something with four wheels that can get me home and back.

 

[Gen127]

I’ve had to take my 2015 Hyundai Genesis in several times for work covered by warranty to the local Hyundai dealership and each time I was given a G80 as a loaner. Nice folks there, too.

 

[Mark_888]

I’ve had to take my 2015 Hyundai Genesis in several times for work covered by warranty to the local Hyundai dealership and each time I was given a G80 as a loaner. Nice folks there, too.

That was supplied at the discretion of the dealer, not required by Hyundai Motor America. If a warranty repair takes more than one day, then Hyundai "may" authorize the dealer to provide a loaner.

 

[RyanB]

I’ve had to take my 2015 Hyundai Genesis in several times for work covered by warranty to the local Hyundai dealership and each time I was given a G80 as a loaner. Nice folks there, too.

Same here but again like Mark stated they were not required to give me a Genesis but since my local shop is trying hard to push the G80's and have a lot of them sitting on the lot they are happy to have a loaner with their logo driving around town. I also waited until the service shop was slow since they only have one G80 loaner. If it was an emergency repair they would probably just put me in a rental if the G80 was being used already. In the end its all up to the dealer and some are better than others. In fact the last two Hyundai/genesis dealers that I bought my last two cars from are horriable and I never use them for service. I feel bad that I use my local dealer and for some long term repairs but I have never been able to get the deal I wanted with them when purchasing a car. Great service dept but poor sales dept.

 

[BlancaGenny]

Thanks for the replies. I'll have to take a picture and show you. I read it while they were getting the car ready when I was buying it. It may have been added in the recent years for CPO vehicles even though they are 15's and 16's. I'll do some digging and check back in.

 

[EdP]

I feel bad that I use my local dealer and for some long term repairs but I have never been able to get the deal I wanted with them when purchasing a car. Great service dept but poor sales dept.

Perhaps the few bucks more they make on a sale allows them to keep a better service department.

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[RyanB]

Perhaps the few bucks more they make on a sale allows them to keep a better service department.

If it was just a few hundred more or even $1500 more I would have went with them however they wanted almost $4000 more for a used 2016 with twice the mileage than I paid for my 2016 which was sold as new. It wasn’t just the price either, just trying to get a honest final price and finding the actual car in their lot vs what’s listed on their website is difficult. Still if I end up with another Hyundai or Genesis in the future I will give them the first chance at a sale just due to the service guys.

 

[BlancaGenny]

Perhaps the few bucks more they make on a sale allows them to keep a better service department.

The dealership here is probably the lowest quality out of all dealerships in Rapid. I understand that Hyundai and Mazda are not a hot commodity here though. It's very basic and not a very welcoming place to be. The dealership I bought my car at was in Minneapolis (see dealerships experiences sub-forum) and it was a night and day difference. Small town living (70k people) takes a toll.

- - - Updated - - -

Found the CPO provisions online. Here is what it states:

TRANSPORTATION BENEFIT: Transportation (rental car), roadside assistance and travel breakdown are provided as a CPO Vehicle owner benefit as further set forth in the CPO Warranty Information & Owner’s Handbook.

This is included in all of the CPO Hyundai cars. Here is the link for that information:

https://m.hyundaiusa.com/pdf/Powertrain Limited Warranty Provisions Form.pdf

 

[EdP]

Found the CPO provisions online. Here is what it states:

TRANSPORTATION BENEFIT: Transportation (rental car), roadside assistance and travel breakdown are provided as a CPO Vehicle owner benefit as further set forth in the CPO Warranty Information & Owner’s Handbook.

This is included in all of the CPO Hyundai cars. Here is the link for that information:

https://m.hyundaiusa.com/pdf/Powertrain Limited Warranty Provisions Form.pdf

OK, that covers breakdowns. Nice to have if you lose the transmission a couple hundred miles from home. Nothing there about normal scheduled service though.

 

[Mcc]

What you have in writing covers the powertrain as it says right at the top. Is this a powertrain problem that you are having it serviced for?

 

[Mark_888]

OK, that covers breakdowns. Nice to have if you lose the transmission a couple hundred miles from home. Nothing there about normal scheduled service though.

Also does not apply to most warranty service, unless the car in inoperable (breakdown).

 

[1FstYota]

My experience is, that most dealers really doesn't even offer loaner cars, lucky my dealership does and since having a Hyundai not genesis branded car, I'm lucky to get what's available on the lot, but I brought this up with my service manager he gave me two brand new g80s to drive since then so your dealership or lucky maybe different.

 

[BlancaGenny]

OK, that covers breakdowns. Nice to have if you lose the transmission a couple hundred miles from home. Nothing there about normal scheduled service though.

What you have in writing covers the powertrain as it says right at the top. Is this a powertrain problem that you are having it serviced for?

As stated in the initial post, it is for a rough idle on cold starts and another issue. Perfectly within the warranty specifications. I take it in on the 9th, I'll follow up with what happens.

 

[Mark_888]

As stated in the initial post, it is for a rough idle on cold starts and another issue. Perfectly within the warranty specifications. I take it in on the 9th, I'll follow up with what happens.

There are some things attached to an engine that "may" not be not covered in the powertrain warranty. That might include a fuel pump, for example (but I am not sure).

In any case, the loaner provision relates to breakdowns, where the car needs warranty repairs that would take more than one day in the shop.

 

[EdP]

As stated in the initial post, it is for a rough idle on cold starts and another issue. Perfectly within the warranty specifications. I take it in on the 9th, I'll follow up with what happens.

Yes, but it is not a breakdown so does not qualify for a loaner. The dealer my be able to help you but that is voluntary. Take bus fare with you, just in case.

 

[jimmy buoy]

Just a thought... This is my third Genesis (09/12/15) and all of them have had one peculiar trait. If I leave it parked outside my garage for a while so it cools right down, then start it just to move it 20' into the garage and shut it off, the next time I start it the engine runs roughly for approximately 10 seconds. It doesn't like to be started cold and shut down that quickly - all of my Genesis models have done this. My 09 was a 3.8 while the 12 and 15 were 5.0's.

I've made it a point to try and not use the car in such a way to avoid the "lumpy idle". Not sure if this is what you're experiencing. The idle clears within 20 seconds or so.