Valet Service

Thanksegon · Aug 14, 2020

I've had my G70 since 11/2019. It's needed very little maintenance, save for seasonal tire swaps and routine, scheduled maintenance. Each time the dealership sent a G70 and returned my car when the service was finished. Then, there was yesterday.

I had a flat tire over the weekend and wanted the dealership to repair or replace the flat. The valet was arranged as usual. Later, though, I got an email from the service manager saying the valet service was for warranty and periodic/scheduled maintenance only, but he would "cover me" this one time. Hmmm.

The Genesis website says the valet service "....is available for original purchaser of the vehicle from Authorized Genesis Retailers during the scheduled maintenance period which includes scheduled maintenance and normal wear, parts replacement or warranty repairs to your vehicle for 3 years or 36,000 miles, whichever comes first." The "normal wear, parts replacement or warranty repairs" stands out for me.

So, what's the deal? Can I use the Valet service for all service matters or only warranty matters? What's your understanding and experience?

Aquineas · Aug 14, 2020

Sounds to me like you've got a legitimate point.

LandOfConfusion · Aug 14, 2020

I hadn't noticed that before. Good catch. I do have one experience using the dealership's valet service for a "parts replacement" that was not a warranty claim. It was a relatively minor issue, but something they knew about from a prior service visit, and I wanted to get it taken care of. Basically, I contacted the service advisor, asked if I could arrange for the valet to pick it up, and it happened. No questions asked. Honestly, I had assumed that the valet service applied to all service and repairs, regardless of whether it's "customer pay" or warranty work. Had I known there was a possibility that wasn't the case, I wouldn't have been all that enthusiastic about the service from the get-go.

That said, and based upon the experiences of other owners on this forum, I'd suspect that different dealerships act very differently on this issue. There seems to be no consistency when it comes to dealership service.

Mcc · Aug 14, 2020

If a part beaks or fails and it’s under warranty I can see its covered under valet service. I don’t see how if you ran over a nail or hit a pothole how that’s normal wear or under warranty. So no I don’t think that’s covered under valet service.

LandOfConfusion · Aug 14, 2020

Mcc said:
If a part beaks or fails and it’s under warranty I can see its covered under valet service. I don’t see how if you ran over a nail or hit a pothole how that’s normal wear or under warranty. So no I don’t think that’s covered under valet service.

Right, but the language OP quotes is "normal wear, parts replacement or warranty repairs." That appears to be three different things, two of which aren't necessarily warranty repairs. That's the third item in the list.

Husky · Aug 14, 2020

I don't see how a flat tire, if not from a factory defect, would fall into the warranty category.
Can you imagine driving too fast over potholes and expecting the dealer/manufacturer to tow your car and replace the tire and wheel for free every time you did it? Not going to happen.

Thanksegon · Aug 14, 2020

To be clear, I'm only talking about the pickup and dropoff of the vehicle and not who pays for the service. That's what the Valet service is. Undedr your scenario, Husky, of course I would pay for the repair. I'm talking about Genesis picking up my car, providing a loaner, and dropping off my car after repairs.

Thanksegon · Aug 14, 2020

Mcc said:
If a part beaks or fails and it’s under warranty I can see its covered under valet service. I don’t see how if you ran over a nail or hit a pothole how that’s normal wear or under warranty. So no I don’t think that’s covered under valet service.

Agreed, I should pay for those repairs. Is the car eligible for the pickup and dropoff?

joschneider · Aug 14, 2020

I mean, to me it seems weird to do valet for something not maintenance or warranty related. However after looking at the way the service is worded.....I dont know, maybe Genesis does want to offer it regardless?

Maybe you could call Genesis customer care and try to get clarification?

Mcc · Aug 14, 2020

So let’s be clear. Fixing a flat comes under which of these:
A) normal wear
B) parts replacement
C) warranty repairs

Since these are from your quote as to where valet service is applicable. .

Thanksegon · Aug 14, 2020

joschneider said:
I mean, to me it seems weird to do valet for something not maintenance or warranty related. However after looking at the way the service is worded.....I dont know, maybe Genesis does want to offer it regardless?

Maybe you could call Genesis customer care and try to get clarification?

Genesis Corporate is playing dumb about the website wording.

Mcc · Aug 14, 2020

Thanksegon said:
Genesis Corporate is playing dumb about the website wording.

How is that? Just answer the question here -
Valet Service

canucklehead604 · Aug 14, 2020

My understanding has always been as long as the invoice is covered by Genesis corporate, then valet service applies. Genesis covers the complimentary parts and services (5 yrs in CAD, 3 yrs in US) and all associated valet & loaner costs. Warranty costs all go to Genesis as well so that makes sense. But a user-pay repair is a different deal in my books, and the dealer would have no way of recovering the valet cost from Genesis - unless they bill the owner for that portion as well.

Now, the loaner may still be covered and be baked in to the hourly shop charge if they’ve accounted for that overhead. I always got free loaners from Infiniti, but my father’s Nissan got nothing. i.e., for Hyundais they might charge $125/hr, but for Genesis they might charge $150/hr which covers extras like a loaner. But I doubt the valet aspect is baked in to the shop charges. I have zero interest in the valet aspect anyways so I drop off and pick up myself.

Redwing · Aug 18, 2020

So if you get in a wreck and, I'll make it easier...the car can be safely driven. So, will Genesis provide valet service to get your car to the dealership to repair it? You have a loaner for the duration of the repair? Insurance or you will pay for said repair. Not much different, only larger scale, of tire issue.

PFWiz · Aug 18, 2020

IMO if you are having Genesis repair your car (even on your dime) they should offer valet service. That is what the "Genesis Experience" is supposed to be all about.

MrMegadeth · Aug 18, 2020

Yeah, I always thought it was supposed to be that they'll take you car to the Genesis dealer. Never knew they'd want to know whyv you wanted them to first.

My guess is this is a local dealer being a penny pincher.

EdP · Aug 18, 2020

PFWiz said:
IMO if you are having Genesis repair your car (even on your dime) they should offer valet service. That is what the "Genesis Experience" is supposed to be all about.

I had my car repaired by the dealer owned body shop after it was hit. My insurance covered the loaner. I don't see why Genesis would. Its just another body shop job. The dealer may as a courtesy pick you up but there is no corporate responsibility.

Mcc · Aug 18, 2020

PFWiz said:
IMO if you are having Genesis repair your car (even on your dime) they should offer valet service. That is what the "Genesis Experience" is supposed to be all about.

Where did you read what Genesis says is the ”Genesis Experience”? Because all I have ever seen is that valet service applies to complementary maintenance and warranty repairs.