Valet Service

[OMG70]

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.

This is nail on the head. Genesis had planned to have standalone dealers, but due to a variety of complications they had to ditch that plan for the time being. Only time will tell if the Hyundai dealers will step up to the plate and offer a "Genesis experience" that lives up to the hype. Unfortunately for most of us here, we didn't want to wait another few years to see what happens, right?

 

[Starflyer]

Genesis had planned to have standalone dealers, but due to a variety of complications they had to ditch that plan for the time being. Only time will tell if the Hyundai dealers will step up to the plate and offer a "Genesis experience" that lives up to the hype. Unfortunately for most of us here, we didn't want to wait another few years to see what happens, right?

The Ford Lincoln has a similar marketing problem. The Lincolns first appeared in 1922 and for many years, the older people here may remember that the Lincoln was sold by "Lincoln-Mercury" dealers, totally separate from Ford. When the Mercury line was shut down in 2011, Lincoln had to go it alone. I don't know when Lincoln dealers shut down separate operations, but I do remember test driving a Lincoln MKC in mid '15 at a Ford dealership.

It's going to take some Genesis dealers with "deep pockets" to run a full service dealer dealership with the current limited sales of Genesis models. Separate brick and mortar buildings and enough personal employees (sales, maintenance, closers and head staff). Lot of cash to make that viable and it could easily take a few years before a dealership actually ends up in the green at the end of the year. That said, other makes have made that happen (Acura, Luxus, Infinity). AFAIK, all of these models started out as separate dealerships from day one.

Perhaps when Genesis starts selling a Genesis like SUV line (at least 2 models), Genesis will be able to locate dealerships that really are separate from Hyundai. Wondering if that happens, are we going to see these "phantom" SUVs first apear in Canada like the G70's?

 

[EdP]

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.

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.

Given the short length of time Genesis dealers have existed I think it is too soon to tell. Some dealers have been very good, others very bad. There are people at corporate that will monitor what dealers do but I imagine they are overwhelmed at the moment too. Sort of like herding cats.

Just a guess on my part, but I think it will take at least a year for some of this stuff to shake out. Some dealers will be gone as they will not be able to keep up. Just look at what is needed for the concierge service. If you service 10 cars in a day you may need 10 cars to leave and seven to ten drivers to do the swap at pickup/drop off. Hefty cost for a startup. I don't see dealers turning a profit until they have an SUV or two and the showroom traffic needed. I imagine once they hit the floor the advertising will increase too.

I've been fortunate. I had a good dealer and since I moved the one near me seems to be OK too. Time will tell though.

 

[nrp]

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.

I agree. The service provided is pathetic. This is reason ought to not buy the brand anymore. You promise something you better stand behind it.
Now I also have a German and never called then asking to pick up the car simply because this was never promissed.
So if you are out there looking for a new vehicle, don't believe Genesis. The vallet service does not work.

 

[TurtleBoy]

So if you are out there looking for a new vehicle, don't believe Genesis. The vallet service does not work.

What about it doesn't work?

 

[Starflyer]

So if you are out there looking for a new vehicle, don't believe Genesis. The vallet service does not work.

And if you're looking for a Luxus, an Infinity, a BMW, or another luxury auto, don't ever ask about ballet service. However they probably do provide loaners like almost evreyother car dealer.

 

[ifonline]

So if you are out there looking for a new vehicle, don't believe Genesis. The vallet service does not work.

I have used it, so I can say that it does work. I can also say that I have received service and support from my preferred dealer, Genesis of Atlanta, that is on par with service and support I had received from Infiniti and Mercedes-Benz in the past. The only thing Genesis of Atlanta lacks when compared to Infiniti of Gwinnett or Atlanta Classic Cars is the materials used in construction of the building and the oxfords and ties worn by the sales staff.

 

[PMCErnie]

Imagine ten owners calling for next day service. You can’t expect any dealer to operate at that standard. The bottom line is that if you need immediate service, drive your car in and leave it. Take a cab home, if necessary, and quityourbitchin.

 

[OMG70]

Imagine ten owners calling for next day service. You can’t expect any dealer to operate at that standard. The bottom line is that if you need immediate service, drive your car in and leave it. Take a cab home, if necessary, and quityourbitchin.

It still may be a likely case that you can get a loaner vehicle (not necessarily a Genesis one) if they are a large enough dealership too.

 

[Mcc]

Genesis of Westlake is now my closest dealer. I am going to give them a try soon. Here is what they say on their website. Notice they say they provide Genesis loaners. The owners also have dealerships for Rolls Royce, Bentley, and Maserati in the same location so it seems they are service oriented. Should be very interesting

Complimentary Service Valet

Your time is irreplaceable. This makes your convenience our top priority. For service and maintenance appointments, simply request Genesis Service Valet, and we'll come to your location of choice to pick up your vehicle and also provide you a Genesis loaner to use in the meantime. Complimentary Service Valet for the first 3 years that is effortless, at every turn.
Contact
Genesis of Westlake

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[OMG70]

Genesis of Westlake is now my closest dealer. I am going to give them a try soon. Here is what they say on their website. Notice they say they provide Genesis loaners. The owners also have dealerships for Rolls Royce, Bentley, and Maserati in the same location so it seems they are service oriented. Should be very interesting

Complimentary Service Valet

Your time is irreplaceable. This makes your convenience our top priority. For service and maintenance appointments, simply request Genesis Service Valet, and we'll come to your location of choice to pick up your vehicle and also provide you a Genesis loaner to use in the meantime. Complimentary Service Valet for the first 3 years that is effortless, at every turn.
Contact
Genesis of Westlake

I wonder if they'll pick up my car ~40 miles away even though I didn't buy from em

 

[Mcc]

I wonder if they'll pick up my car ~40 miles away even though I didn't buy from em

I don’t think anybody bought their car from them since they just became a dealer. I would definitely give them a call and see what they will do. I really don’t think they will ask where you bought the car and it really shouldn’t make a difference.

Please let me know how it goes. New and Used Genesis Dealer Thousand Oaks | Genesis of Westlake

 

[Mr. Incredible]

Dealerships are independently owned and operated, and while they have to be specific contractual things to maintain that franchise, they are free to run their business how they see fit for the most part.

the Valet service is one of those contractual items, they have to offer it, I suspect there is no clause that says how quickly or efficiently they have to operate it.

same with the loaners, they have to offer them, but I doubt there is anything forcing them to offer only Genesis, additionally the loaner clause in your owner paperwork says "if available", which is there out if they don't have one, you don't get one. Lexus, MBZ, BMW, Audi are all the same in that regard, while 98% of the time they have them, personally I have experienced a Lexus dealer not having a loaner, but being Lexus they did get me an Enterprise Rental and yeah it wasn't a Lexus, it was a Toyota (they required Enterprise to only give me a Toyota product).

The valet service is what it is.. it works with some dealers and not with others, that is a dealer issue IMO, not a corporate issue.. but it does make the brand look bad.

 

[Mcc]

Dealerships are independently owned and operated, and while they have to be specific contractual things to maintain that franchise, they are free to run their business how they see fit for the most part.

the Valet service is one of those contractual items, they have to offer it, I suspect there is no clause that says how quickly or efficiently they have to operate it.

same with the loaners, they have to offer them, but I doubt there is anything forcing them to offer only Genesis, additionally the loaner clause in your owner paperwork says "if available", which is there out if they don't have one, you don't get one. Lexus, MBZ, BMW, Audi are all the same in that regard, while 98% of the time they have them, personally I have experienced a Lexus dealer not having a loaner, but being Lexus they did get me an Enterprise Rental and yeah it wasn't a Lexus, it was a Toyota (they required Enterprise to only give me a Toyota product).

The valet service is what it is.. it works with some dealers and not with others, that is a dealer issue IMO, not a corporate issue.. but it does make the brand look bad.

I think the moral of the story is to pick your dealer wisely and don’t expect them to step up with great service (valet or otherwise) if they have been subpar previously. No magic here.

 

[Fgpalmer71]

To the OP, thanks for the post and I agree whole heartedly with your concerns!

Slightly amazed at some of the responses to your original post. A lot of folks seem to be more then willing to accept much less then what was agreed upon, which I personally find shocking. I came from Lexus to the Genesis brand. I had a 2010 and just got into a 2016. With my Lexus, I've had several, I'd call for an oil change and they would drive 30 miles to pick it up, drop off another Lexus for me to drive in the interim, and return my car when they were done. I never had to wait more then 48 hrs.....ever. I have yet to get a loaner, of ANY kind, when I've taken my car in for any service work. My local dealer is a Hyundai dealership which is currently going through the process of becoming a Genesis dealer.

I work for a company called NTN, we make CVJ's and supply everyone except BMW and Volkswagen. My parts are on your car. We go through start ups when new models come out obviously. There are growing pains for sure, but it's our job NOT to pass those on to our customers. If I promised Toyota we would do something, and then we fell short, it wouldn't be a nice conversation. It would be an EXTREMELY expensive conversation. I'm a Genesis fan boy these days, for sure. But I haven't consumed quite enough Genny koolaid to be ok with situations such as yours! I wish some of these folks who are/were basically telling you to suck it up would work for the big 3 auto makers......it would be nice to hear a customer say "awe shucks, you failed to deliver on your promise, no big deal, we know your just starting out!!" That would be fantastic and extremely unrealistic. My dad was one of the 1st in our area to purchase a Lexus LS400 many decades ago. They were on point with everything.....from day 1!!! It can be done and it should be done. The dealership experience does leave a lot to be desired and here's to hoping they get on top of their game PRONTO.

 

[TurtleBoy]

Slightly amazed at some of the responses to your original post. A lot of folks seem to be more then willing to accept much less then what was agreed upon, which I personally find shocking.

Since the OP, as well has anyone else in this thread, has not been able to tell us what promise was broken/not fulfilled, maybe you can?

 

[LD5050]

Interested in what the AC problem turns out to be, we are dealing with same issue on our 2019 g80 sport.
Our dealer, while seemingly tripping over every third step, does have us in a Genesis loaner.

 

[Mr. Incredible]

I think the moral of the story is to pick your dealer wisely and don’t expect them to step up with great service (valet or otherwise) if they have been subpar previously. No magic here.

agreed, IMO just reading various Hyundai forums, the a lot of Hyundai dealerships seem to be "subpar". Especially to Genesis owners who have experienced Lexus, BMW, MBZ, Audi service centers.

I put Hyundai on the same level and most GM, Chrysler, and Ford dealerships - they are not about next level customer service, they are about pushing through as many cars as they can and upselling as much as they can..

Having owned a lot of Chevy's, Pontiac's and Ford's and been treated like a second class citizen by those dealerships, my expectations for any brand dealerships are low,

 

[Fgpalmer71]

Since the OP, as well has anyone else in this thread, has not been able to tell us what promise was broken/not fulfilled, maybe you can?

I can't speak for another grown up. So I won't speak for the OP.

In my particular situation I was told that I would have a loaner whenever available. In the years I've been driving a Genesis I haven't gotten one yet. Now you can argue semantics if you would like, I'm not a fan of that. I know what "whenever available" means and I find it hard to fathom that every time I've had my vehicle in for service of any kind loaners are non existent. Issue #1 that I've been dealing with from day #1.

#2, I was told that a concierge service would be available for oil changes and such......just like my Lexus. I gave up on that shortly after buying my 2010. Issue #2.

To be fair, all of the same language was in the Lexus contract my father signed in the early '90s.....and they followed through on everything promised. To hear pops tell it they actually OVER delivered.

I love my car and have been dealing with the various qwerks of ownership. But I'm never going to half roast someone who doesn't have my particular level of patience.

 

[TurtleBoy]

You don't have any Genesis vehicles so your experience is not relevant to this discussion about Genesis in general. Sounds like something your dealer told you which they are not following through on which of course they should be.