Genesis Loaners...This looks bad

[MrMegadeth]

Well..........that's a bad sign.

Car is ready for the 1st oil change. I called the valet services at Genesis (who are great and very helpful and very willing to work hard for you and they reached out to the nearest dealer, the place I bought the car and who promised me a loaner and showed me ALL the loaners, AND NOW THEY DO NOT DO LOANERS! That was 6 months ago!

Genesis Valet apologized and called another dealer - they "had to check with the service manager if they could do a loaner". So Genesis left a message for them to call me back - they never did. I called Genesis this morning who tried that dealer again - they refused to answer any phone.

Genesis Valet called a 3rd dealer and I'm good to go now.

But, this is Houston, Texas. The nearest dealer is 8 miles from me and on the way to work. The 2nd is only 15 miles but that's like 45 minutes each way. The 3rd is like 25 miles and in the wrong traffic over an hour.

This looks bad......

 

[broervudu]

Without the dealer network fully fleshed out and functional (and a lot dealers operating like a Hyundai dealership instead of Genesis one) this seems to be what I hear on the forums. Most people won't post if the service is good but you'll most likely hear if it's bad! I'm sorry this sucks for you and for many who want to be early adopters yet having the dealership experience letting them down. I hope they improve in this category over the coming year.

I haven't had a lot of issues, knock on wood, but the dealership I've dealt with has been great thus far.

 

[Throat Yogurt]

Well..........that's a bad sign.

Car is ready for the 1st oil change. I called the valet services at Genesis (who are great and very helpful and very willing to work hard for you and they reached out to the nearest dealer, the place I bought the car and who promised me a loaner and showed me ALL the loaners, AND NOW THEY DO NOT DO LOANERS! That was 6 months ago!

Genesis Valet apologized and called another dealer - they "had to check with the service manager if they could do a loaner". So Genesis left a message for them to call me back - they never did. I called Genesis this morning who tried that dealer again - they refused to answer any phone.

Genesis Valet called a 3rd dealer and I'm good to go now.

But, this is Houston, Texas. The nearest dealer is 8 miles from me and on the way to work. The 2nd is only 15 miles but that's like 45 minutes each way. The 3rd is like 25 miles and in the wrong traffic over an hour.

This looks bad......

If this becomes the norm (i.e. local dealers not following through on corporate policies promised as part of the sales process), Genesis is NOT going to succeed as a luxury car brand. Especially in major markets like Houston. I am lucky that I have a good local dealer with excellent service (and have posted about it) but if that is the exception rather than the norm Genesis is going to lose their repeat customers. Having a great product is literally only half the battle in the luxury car market.

 

[MrMegadeth]

So far the dealer that did answer their phone is working with me and seems to be "good".

I liked the original dealership I got the car from. So far I haven't had a poor experience until now but this is also the 1st service experience I've had.

 

[Mcc]

Well..........that's a bad sign.

Car is ready for the 1st oil change. I called the valet services at Genesis (who are great and very helpful and very willing to work hard for you and they reached out to the nearest dealer, the place I bought the car and who promised me a loaner and showed me ALL the loaners, AND NOW THEY DO NOT DO LOANERS! That was 6 months ago!

Genesis Valet apologized and called another dealer - they "had to check with the service manager if they could do a loaner". So Genesis left a message for them to call me back - they never did. I called Genesis this morning who tried that dealer again - they refused to answer any phone.

Genesis Valet called a 3rd dealer and I'm good to go now.

But, this is Houston, Texas. The nearest dealer is 8 miles from me and on the way to work. The 2nd is only 15 miles but that's like 45 minutes each way. The 3rd is like 25 miles and in the wrong traffic over an hour.

This looks bad......

It would be good for everyone to know who these dealers are so folks will avoid them like the plague for both sakes and service. Folks shouldn’t kid themselves that they will have any better experience. also let everyone know who the good one is. That’s the one they should be patronizing.

 

[MrMegadeth]

Bought the car at Genesis of Southwest Houston.

Genesis of West Houston refused to call me back or answer the phone.

Genesis of Northwest Houston seemed very glad to help me out.

 

[NLJ]

It sucks to see that the US folks are having such crappy experiences with their dealers!

 

[Mcc]

It sucks to see that the US folks are having such crappy experiences with their dealers!

These dealers have a long history of selling Hyundai. They have been ignoring customers for years. They can’t (or don’t want to) see the Genesis big picture. They obviously make enough with Hyundai and are looking for a quick buck with Genesis. There is no commitment to service. Unless Genesis has some kind of stick (and in the US that is tough) they will kill the brand at lest in their market. Very short sighted.

 

[NLJ]

These dealers have a long history of selling Hyundai. They have been ignoring customers for years. They can’t (or don’t want to) see the Genesis big picture. They obviously make enough with Hyundai and are looking for a quick buck with Genesis. There is no commitment to service. Unless Genesis has some kind of stick (and in the US that is tough) they will kill the brand at lest in their market. Very short sighted.

Here at least with my dealer, if you walk into the main Hyundai dealer, they straight up say that they are not trained on Genesis and give you the cards for the Genesis people since Genesis is run out of a boutique in the mall.
The Genesis specific folks don't deal with anything Hyundai and only go to the dealership for specific things. Even the new Genesis is not parked anywhere on the dealership lot. They are hidden away somewhere. Only used ones are on the lot. The Hyundai guys will gladly let you test drive and buy a used Genesis.

 

[Mcc]

Here at least with my dealer, if you walk into the main Hyundai dealer, they straight up say that they are not trained on Genesis and give you the cards for the Genesis people since Genesis is run out of a boutique in the mall.
The Genesis specific folks don't deal with anything Hyundai and only go to the dealership for specific things. Even the new Genesis is not parked anywhere on the dealership lot. They are hidden away somewhere. Only used ones are on the lot. The Hyundai guys will gladly let you test drive and buy a used Genesis.

Yes just legally/politically impossible in the US. But this site is big on wishes.

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[MrMegadeth]

... Unless Genesis has some kind of stick (and in the US that is tough) they will kill the brand at lest in their market. Very short sighted.

Well, Texas is a bit worse because you MUST buy a car from a franchisee - so no Tesla nor Volvo subscriptions. But, a franchisee must stick to the franchisee contract or they will have it pulled - that is the stick.

The issue it sounds like is Genesis is allowing their franchisees pick and choose what they offer, i.e. Genesis of Southwest Houston is still a Genesis but they just don't want to do the valet and loaners. Having a different experience at different places will kill the marque.

I mean, the whole point of a franchise model it to be the same. Can you imagine if you couldn't get a Big Mac at any McDonald's...or worse in some places it was single patty with no sauce?

 

[OMG70]

Well, Texas is a bit worse because you MUST buy a car from a franchisee - so no Tesla nor Volvo subscriptions. But, a franchisee must stick to the franchisee contract or they will have it pulled - that is the stick.

The issue it sounds like is Genesis is allowing their franchisees pick and choose what they offer, i.e. Genesis of Southwest Houston is still a Genesis but they just don't want to do the valet and loaners. Having a different experience at different places will kill the marque.

I mean, the whole point of a franchise model it to be the same. Can you imagine if you couldn't get a Big Mac at any McDonald's...or worse in some places it was single patty with no sauce?

You should see them in India lol.
I agree though. Pretty stupid that the dealers don't have their feet held to the fire

 

[WWIAFTM]

Bought the car at Genesis of Southwest Houston.

Genesis of West Houston refused to call me back or answer the phone.

Genesis of Northwest Houston seemed very glad to help me out.

is genesis of NW houston the one attached to HUB near 1960?

 

[pistonreturnspring]

Thanks for the information on loaners, this is interesting. I'm seriously in the market for a G70 and I'm going to look at one this weekend, definitively a question I'll have for the dealer.

 

[jaymatt]

You should see them in India lol.
I agree though. Pretty stupid that the dealers don't have their feet held to the fire

Did you try out a McDonald's in India? I tried it out once about 10 years ago when I was there for some work..once was enough.

 

[Cgo]

I have an entire thread about my poor experience with my local dealers who also do not do loaners. After two cases with Genesis corporate, one of them conceded and gave me a loaner which was a brand new G70 2.0T sport off the lot. Still had window sticker... so, wasnt really a loaner fleet car, just the only other Genesis they had on the lot to shut me up... lol

Things may improve once the SUVs come to market. Sedans arent big sellers anymore. If sales take off with the SUVs, genesis dealers will need to get onboard with Genesis perks quickly or the company will fail as a lux brand.

They'll forever be remembered as a joke of a lux brand.

 

[OMG70]

Did you try out a McDonald's in India? I tried it out once about 10 years ago when I was there for some work..once was enough.

I went to India once (probably around 10 years ago too) and that alone was enough. But yeah, not going to their McDonald's ever again.

 

[YEH]

This is the downside of Genesis having to abandon their original plan where they pre-selected dealer groups that were to get a Genesis franchise.

W/ how things went, they weren't able to cull the herd to get rid of the underperforming dealerships.

What's surprising, however, is if Genesis didn't bake into the franchise agreement that all franchisees need to provide loaners (and to a lesser extent, valet service within a certain radius) - as the price of those service amenities are baked into the MSRP.

Now, w/ respect to loaners, diff. dealerships will offer different levels of service.

For instance, there are Lexus dealerships which provide Toyotas (or Hyundais = one dealer group that owns a Lexus franchise also owns a Hyundai store) as loaners and others just use a car rental service.

There is even a Lexus dealership that charges a nominal fee for loaners.

But never heard of a dealership refusing to pick up a phone (unless they wanted to avoid an angry customer).

Don't know why West Houston even bothered to become a Genesis dealership if they're not going to be serious about it.

But one has to note - under the original plan, there were probably only going to be 2 dealerships serving Houston.

 

[MrMegadeth]

is genesis of NW houston the one attached to HUB near 1960?

Yes. 290 and 6.

But one has to note - under the original plan, there were probably only going to be 2 dealerships serving Houston.

There are 5 in Houston right now.

 

[clark1566]

I know there is a lot of inconsistency with dealerships right now. But there are some good ones. My dealership (Genesis of Savannah) scolded me for NOT using the valet service and gave me a direct number to my service advisor and the service manager to call and set up my next service appointment. And they guaranteed me a Genesis loaner. I'm not sure why other dealerships don't seem to be onboard with this level of service. It's a shame.