Valet Service

[Albeenov]

So I called San Tan Genesis about an air conditioning problem on my 2018 G80. I was calling today, May 3, 2019 at 5:45pm. I asked to have the Valet Service pick up the car and was told the next opening for Valet Service is May 22.... are you kidding me? This is not the promise that Genesis was peddling when trying to get my business. This is not the elite service promised. Can you imagine having an A/C problem in Arizona just when the heat arrives and being told to wait basically 19-20 days to fulfill their promise? Is anyone else feeling not so “elite”? I think Hyundai bit off more than they can chew in the luxury market. Still a great car, but falling short living up to the class they want to be positioned in. They gave me an appointment in 5 days for me to bring the car in, turns out I solved the problem myself in settings, but I sure learned a valuable lesson today. I will be cancelling the appointment tomorrow and throwing my hat back in the ring for one of the big 3 Germans.

 

[EdP]

So I called San Tan Genesis about an air conditioning problem on my 2018 G80. I was calling today, May 3, 2019 at 5:45pm. I asked to have the Valet Service pick up the car and was told the next opening for Valet Service is May 22.... are you kidding me?

, but I sure learned a valuable lesson today. I will be cancelling the appointment tomorrow and throwing my hat back in the ring for one of the big 3 Germans.

How long have they been a Genesis dealer? Sure, some are not doing well at start up but it is not the brand as much as the individual dealer that has to supply the loaner.

You did learn a valuable lesson though, RTFM first.

 

[Albeenov]

How long have they been a Genesis dealer? Sure, some are not doing well at start up but it is not the brand as much as the individual dealer that has to supply the loaner.

You did learn a valuable lesson though, RTFM first.

This is my first Genesis. Great car, just disappointed with what was their promise.

 

[Bald Eagle]

Have you tried to have Lex or MB pick-up & re-deliver your car? I know that is what you were told, but really - - - -

 

[OMG70]

This is my first Genesis. Great car, just disappointed with what was their promise.

I feel your pain. My dealer just basically Armorall slimed my car (among other issues with their service) and there's a complete lack of communication. Considering calling corporate

 

[Albeenov]

MB, BMW or Audi didn’t promise Valet service when I owned them, so I don’t have anything to compare it with. They always had a same brand loaner ready for me though when I went in for service. Genesis made the promise, and is falling way short of meeting it.

 

[Mcc]

MB, BMW or Audi didn’t promise Valet service when I owned them, so I don’t have anything to compare it with. They always had a same brand loaner ready for me though when I went in for service. Genesis made the promise, and is falling way short of meeting it.

So are you saying they couldn’t give you a loaner? They did promise to do valet service but they didn’t specify that they would do it the next day or even week. So is your complaint that they couldn’t do valet exactly when you wanted it?

If you like the Germans so much, given the Genesis dealer $20,000 and I’m sure they will come up with a loaner.

 

[OMG70]

So are you saying they couldn’t give you a loaner? They did promise to do valet service but they didn’t specify that they would do it the next day or even week. So is your complaint that they couldn’t do valet exactly when you wanted it?

If you like the Germans so much, given the Genesis dealer $20,000 and I’m sure they will come up with a loaner.

For a brand that is seeking to compete with the Germans it would make sense for them to act similarly. Just because the MSRP is lower doesn't mean you go back on your stated company values/promises

Edit: To be clear, not having a car to give as a loaner and pushing the date out because they don't wanna pick up the car are two separate issues. If it is the first, it is completely understandable as a situation

 

[EdP]

For a brand that is seeking to compete with the Germans it would make sense for them to act similarly. Just because the MSRP is lower doesn't mean you go back on your stated company values/promises

Edit: To be clear, not having a car to give as a loaner and pushing the date out because they don't wanna pick up the car are two separate issues. If it is the first, it is completely understandable as a situation

The dealers are still getting established. If they refused, yes, it is a legitimate complaint. If they pushed the date it is just an inconvenience.

 

[Albeenov]

So are you saying they couldn’t give you a loaner? They did promise to do valet service but they didn’t specify that they would do it the next day or even week. So is your complaint that they couldn’t do valet exactly when you wanted it?

If you like the Germans so much, given the Genesis dealer $20,000 and I’m sure they will come up with a loaner.

For a brand that is seeking to compete with the Germans it would make sense for them to act similarly. Just because the MSRP is lower doesn't mean you go back on your stated company values/promises

Edit: To be clear, not having a car to give as a loaner and pushing the date out because they don't wanna pick up the car are two separate issues. If it is the first, it is completely understandable as a situation

Listen,I am saying they not only promised a loaner, they also promised a valet service. Waiting almost 3 weeks for a valet is unreasonable regardless of the loaner situation. By the way, the last 2 times I brought the Genesis in I was given a Hyundai loaner. No big deal, it’s wheels, but again, not what was promised.

______________________________

Help support this site so it can continue supporting you!

 

[Mcc]

Listen,I am saying they not only promised a loaner, they also promised a valet service. Waiting almost 3 weeks for a valet is unreasonable regardless of the loaner situation. By the way, the last 2 times I brought the Genesis in I was given a Hyundai loaner. No big deal, it’s wheels, but again, not what was promised.

So where does it say (you say they promised) how soon they need to have a loaner. Or you mean unreasonable in your opinion regardless of circumstances. Also can you point to the place where they promised to give you a Genesis loaner or did you infer that?

 

[OMG70]

So where does it say (you say they promised) how soon they need to have a loaner. Or you mean unreasonable in your opinion regardless of circumstances. Also can you point to the place where they promised to give you a Genesis loaner or did you infer that?

While I agree, most places give you a loaner of that brand. I haven't seen anyone who owns a Lexus or Infiniti (that I know) get a Toyota/Nissan loaner car, so it'd be a pretty fair assumption that Genesis would loan Genesis vehicles.

 

[Starflyer]

So I called San Tan Genesis about an air conditioning problem on my 2018 G80. I was calling today, May 3, 2019 at 5:45pm...

Did you offer to drive in and accept a non Genesis loaner? Not that it matters, but did you buy your vehicle from this dealer? And is this dealer a combo dealership with Hyundai? My closest new Genesis dealer still shares the building with Hyundai vehicles.

Was VERY impressed with the amount of Genesis models on their website (including a '19 G90.) With the amount of Genesis models they have, I would think they could provide you with a loaner as long as it's a 1 day repair job. I don't think it's reasonable to turn new vehicles into used vehicles with multiple loaner days.

I bought my '18 G80 Sport from a Hyundai dealer who didn't qualify for the '19 models Genesis dealership, but I was there recently and they provided the 6000 mile free service along with a Hyundai loaner. They registered the service with Gemesis.com and told me I was welcome to come back for future service, but suggested if I wanted to get all the bells and whistles, I should take the vehicle into a Genesis dealer about the same mileage from my home.

 

[Albeenov]

So where does it say (you say they promised) how soon they need to have a loaner. Or you mean unreasonable in your opinion regardless of circumstances. Also can you point to the place where they promised to give you a Genesis loaner or did you infer that?

Are you a lawyer, sounds like a cross examination. I stand on my comments with no cross from the peanut gallery. I have owned every brand of prestige vehicle in my lifetime, and I know a promise when I hear or read it. The Valet was their sales pitch not only at the time of sale, but in their literature as well. So I don’t need you or anyone else questioning me except the dealer or brand making the promise in the first place.

 

[Mcc]

Are you a lawyer, sounds like a cross examination. I stand on my comments with no cross from the peanut gallery. I have owned every brand of prestige vehicle in my lifetime, and I know a promise when I hear or read it. The Valet was their sales pitch not only at the time of sale, but in their literature as well. So I don’t need you or anyone else questioning me except the dealer or brand making the promise in the first place.

Then why did you post it?

 

[Bytor]

Thank you for posting this Albeenov - It's helpful to compare experiences with others before weighing in on our own choices.

It does bring up an important point - Yes, Genesis did hook us with promises of these elite services, and yes, the valet service sounded great to me... until I started to read through these forums and think about it. At present, I don't think there are ANY Genesis dealerships or service centers in the US (or certainly near me in California), so I'm stuck dealing with a bargain car dealership mentality in the local Hyundai lots, which are my only choice for "Genesis Experience" and service. Based on what I have already experienced, there's no F'ing way I'm going to let a lot jockey from the dealership come pick up my car and then rod it to service and back to me! Why that didn't occur to me when I was buying, I have no idea. Still an excellent car and worth buying, but the service? Nope. Back to my point - they promised Valet, but never specified it would be immediate or even reasonable time-wise. I also didn't see anything about what type of loaner I would be given, assuming it would be a Genesis. I guess I missed that when considering the car.

Still new and have that first service ahead of me, but I'm growing anxious over having to take it to "that" place. I honestly don't trust them. Here in Sacramento, we have 3 Hyundai dealerships within range - not 100% sure if they are all "Genesis franchise approved" to sell, but I believe they are all qualified places to take the car for service according to Genesis... but they are all owned and managed by the same group!

 

[Starflyer]

Still new and have that first service ahead of me, but I'm growing anxious over having to take it to "that" place. I honestly don't trust them. Here in Sacramento, we have 3 Hyundai dealerships within range - not 100% sure if they are all "Genesis franchise approved" to sell, but I believe they are all qualified places to take the car for service according to Genesis... but they are all owned and managed by the same group!

While I'm not sure, I think if a dealer has "19 G70's and '19 G80's, he's a full fledged Genesis dealer. That said, don't be surprised if they sell Hyundais at the same location. The Hyundai dealer I bought my '18 G80 Sport from is NOT a Genesis dealer, but I recently went there for the 6K service and they provided me with a Hyundai loaner for the day. NO charge for the 6K service and they notified Genesis that the service was preformed.

 

[Mcc]

While I'm not sure, I think if a dealer has "19 G70's and '19 G80's, he's a full fledged Genesis dealer. That said, don't be surprised if they sell Hyundais at the same location.

I believe you are exactly correct. It’s a good way to tell who has a Genesis franchise going forward.

 

[specialk]

To me this is a great service as I have a busy life. Not always easy to drop off car to dealer!

 

[mkozlows]

So where does it say (you say they promised) how soon they need to have a loaner. Or you mean unreasonable in your opinion regardless of circumstances. Also can you point to the place where they promised to give you a Genesis loaner or did you infer that?

The thing is, one of the knocks against Genesis is that, sure, the cars are fine, but the dealership experience isn't really going to match up to what you'd expect from a luxury brand. And so the whole "valet" thing is one of the ways that Genesis is trying to work around that -- yeah, okay, the Hyundai dealership might not be that nice, but you don't even have to go there, we take care of it for you.

And so if there are dealerships that are undermining that goal, and making that a bad experience (and saying that you can't make a service appointment for 3+ weeks via the valet, but can do it sooner if you bring it in, is absolutely doing that), then it's pretty legit to say that it's a bad dealership and that the owner is having a bad experience.

The question is whether it's an outlier dealership -- every brand has some bad apple dealers -- or whether that's the norm on what you can expect from Genesis. And so your kind of hyper-defensiveness doesn't make me think better of Genesis, it makes me wonder whether this is actually the norm.