Dealership says they don't do loaners?

[YEH]

With most other manufacturers it is an optional purchase for $2,000 -$2,500..

BMW include s the cost of (think it's 2 yrs) maintenance with purchsse, as does Toyota and now Hyundai., among others.

With the inclusion, the cost to the buyer is way lower than for automakers where one has to purchase it separately.

the Genesis price point, and their desire to complete with the big boys like Lexus, MBZ, BMW, Audi, hell even Cadillac who all give a loaner regardless of why the customer is bringing the car in, and Lexus will even pull a car off the pre-owned lot if they are out of loaners (had Cerritos Lexus in CA do this twice for me), Genesis really needs to reign in their dealerships and force some consistency with things like this.

Not true at all (not saying that Genesis shouldn't be doing a better job getting their dealerships up to a certain level of service).

There have been Lexus owners who have complained about getting stuck with a Toyota loaner or even Hyundai (in the cases where the Lexus dealer also owns a Hyundai store; wasn't bad when got a Genesis sedan loaner, but that hasn't always been the case).

While other Lexus owners have complained about getting a voucher for a car rental, but the worst case seems to be dealership which started charging a nominal fee for loaners (something like $15-20), so experiences can vary widely depending on the dealership even for a brand renowned for its level of service like Lexus.

 

[pulsar]

I’ve not needed any dealer work yet and really hope I don’t. Being in DFW there are multiple Genesis dealers in the area so options exist. When I bought my G70 from Genesis of Dallas, while going thru all the purchasing paperwork they were real clear all warranty services and the likes was only from the Genesis side and not their Hyundai side. Granted the dealer did not even have a Genesis sign at all on his building and the service dept is all the same. I interpreted this that if Genesis of Dallas no longer has a Genesis franchise at some point, they are off the hook from performing any warranty or concierge services just because they still do work on Hyundai vehicles. Sort of makes sense, just the first time while buying a car do I recall a dealer having something in writing to spell out the dealer, in this case Bob Stallings Hyundai, they do not guarantee to provide Genesis warranty work, that is the responsibility of Genesis Motors. A CYA for the dealer more than anything I guess?

 

[Mr. Incredible]

BMW include s the cost of (think it's 2 yrs) maintenance with purchsse, as does Toyota and now Hyundai., among others.

With the inclusion, the cost to the buyer is way lower than for automakers where one has to purchase it separately.



Not true at all (not saying that Genesis shouldn't be doing a better job getting their dealerships up to a certain level of service).

There have been Lexus owners who have complained about getting stuck with a Toyota loaner or even Hyundai (in the cases where the Lexus dealer also owns a Hyundai store; wasn't bad when got a Genesis sedan loaner, but that hasn't always been the case).

While other Lexus owners have complained about getting a voucher for a car rental, but the worst case seems to be dealership which started charging a nominal fee for loaners (something like $15-20), so experiences can vary widely depending on the dealership even for a brand renowned for its level of service like Lexus.

Getting a non brand loaner wasn’t what my statement was about, I have owned all the brands I listed and always got a loaner regardless of whether it was an oil change or warranty service, sure I didn’t always get a branded loaner, to me I could care less it was a loaner it enabled me to get to work and go about my day with zero out of pocket.

GM (Chevy mostly, but also Caddy) always sent me to Enterprise, I got whatever they had, who the hell cares as long as you have a vehicle, it’s a loaner doesn’t need to do anything but have 4 wheels, be safe and get me to where I need to go.

Toyota doesn’t give loaners for shit, my wife has had 3 Toyota cars since we’ve known each other and never once has any one of a 1/2 dozen dealerships offered a loaner, even when they had her 2007 Hybrid for 17 days to replace the battery pack, not even an offer to have their courtesy shuttle bring her home as the driver “was out sick that day”.

When I had my Chrysler 300c SRT8. the dealership was a kia/Chrysler dealer, I always got a Kia for a loaner.

With BMW/Lexus/MBZ never had to ask, never worried about them be out of a loaner, always got a branded loaner but typically a lower level base model, but as I said, it was something.

 

[Sparty21]

Getting a non brand loaner wasn’t what my statement was about, I have owned all the brands I listed and always got a loaner regardless of whether it was an oil change or warranty service, sure I didn’t always get a branded loaner, to me I could care less it was a loaner it enabled me to get to work and go about my day with zero out of pocket.

GM (Chevy mostly, but also Caddy) always sent me to Enterprise, I got whatever they had, who the hell cares as long as you have a vehicle, it’s a loaner doesn’t need to do anything but have 4 wheels, be safe and get me to where I need to go.

Toyota doesn’t give loaners for shit, my wife has had 3 Toyota cars since we’ve known each other and never once has any one of a 1/2 dozen dealerships offered a loaner, even when they had her 2007 Hybrid for 17 days to replace the battery pack, not even an offer to have their courtesy shuttle bring her home as the driver “was out sick that day”.

When I had my Chrysler 300c SRT8. the dealership was a kia/Chrysler dealer, I always got a Kia for a loaner.

With BMW/Lexus/MBZ never had to ask, never worried about them be out of a loaner, always got a branded loaner but typically a lower level base model, but as I said, it was something.

100% agree. A luxury brand, you shouldn’t even have to ask. It should be offered even if you decline.

 

[Avocent]

As always the problem is the dealer network they decided to use that already sold Hyundai/Kia. The dealers are used to servicing a particular type of customer and not a luxury car customer. I have been lucky so far with my dealer, but unfortunately I expect troubles ahead.

Which to me is a problem in and of itself seeing I have had no serious issues with my car, but they have set my expectations to be on guard and wary. My car is scheduled to go in on Tuesday for an alignment and a service check and I asked for a loaner. I was told if there was one available they would try (not my usual service rep who is excellent) but if they didnt have any that was that. I can moan louder than a whore in church and I already anticipate the issues and going up the chain of command with Genesis.

Luckily the new 2022 G70 looks ugly as hell to me (hate the lights) and I probably wont be back to this brand when my warranty is over. Hopefully i'm wrong but I see my self returning going elsewhere already for my next purchase.

 

[Mr. Incredible]

Since retired I don't put the miles on or I'd be looking for a 2021 very soon. I don't want to own a Genesis (or any similar car) without a warranty so that gives me two more years. The Sonata has many of the features now that enticed me to buy my first Genesis. You can get the HUD, the surround camera, large screen for navigation, ventilated seats. Worth looking at with a sticker in the $35k range.

I’ve been looking at the Sonata Hybrid Over the ICE version, since it will be for commuting, if I am going FWD I might as well get something that gets >45 mpg,

The Hybrid Limited has all the same tech as the new G80, plus some the G80 doesn’t appear to have, just looking over the cost, promotions, and financing options I can actually lease 2 for less than I am paying for my G80 and the wife’s Camry Hybrid. About $300/mo less which would be $300 a month more for my Corvette fund

 

[EdP]

I’ve been looking at the Sonata Hybrid Over the ICE version, since it will be for commuting, if I am going FWD I might as well get something that gets >45 mpg,

The Hybrid Limited has all the same tech as the new G80, plus some the G80 doesn’t appear to have, just looking over the cost, promotions, and financing options I can actually lease 2 for less than I am paying for my G80 and the wife’s Camry Hybrid. About $300/mo less which would be $300 a month more for my Corvette fund

Not enough miles for me to justify the higher cost but if I drove one maybe would consider it.

Given your weight loss you can pay for the C8 just in cheeseburger savings. I'm trying to drop another 25 but 50 would really be better. Got another not on my belt though.

 

[Mr. Incredible]

Not enough miles for me to justify the higher cost but if I drove one maybe would consider it.

Given your weight loss you can pay for the C8 just in cheeseburger savings. I'm trying to drop another 25 but 50 would really be better. Got another not on my belt though.

Lol don’t eat cheeseburgers or any red meat, doesn’t agree with my system, makes me nauseous.

My weight issue isn’t from what I eat, it‘s how I eat, Because of my work schedule I typically eat one large 2000 calorie meal a day at night before bed, A very bad habit I have retrained myself and broken, now I take in 4-6 small meals a day keeping the calorie count between 1200 and 1800. Also apparently my thyroid was inactive, I have been on Synthroid since March which really kick started the weight loss.

@ 300 plus I was fairly healthy, total cholesterol was 165, LDL was 83, HDL 65, triglycerides 85.

Two Doctors told me that if they had not seen me in person just based off my metabolic panel they never would have assumed I was obese. My levels are not normal for someone at my weight.

I eat very healthy, mostly fish, chicken, veggies, Haven’t had any type of enriched flour or starch based foods in 30 years, don’t do sugar, even my A1C was 2.7 which is seriously low for someone hitting 350lbs.

My problem seems to have been eating habit and Thyroid.

I actually started my weight loss with the Synthroid and doing the Whole 30 cleanse, which really jump started everything, During the testing for the thyroid the doctor discovered that I had a 4 inch hiatal hernia, so right now I am currently on a liquid diet for 8 weeks after having the hiatal hernia removed and it is helping the weight loss process as well.


Wow sorry to hi-jack the thread.

 

[carguy75]

I purchased a 2019 Genesis G70 3.3 in March of this year. I called in today to schedule my first service and while making the arrangements it occurred to me I should go ahead and double check that they have a loaner vehicle available at the time we were scheduling. The individual I was speaking to explained to me that our dealership does not give loaners out for routine maintenance, but only if something is wrong and they have to keep your vehicle for an extended period of time. I was quite shocked to hear this. I purchased from a different dealership out of state (Bob Stallings-Dallas) and was told that loaners and concierge service are standard on any new vehicle purchase at all locations. This was actually confirmed by other dealerships I talked to during my buying process as well. It was something I was sure to ask about because it is a must have for me with my work schedule. Anyway, I wanted to see if anybody else has run into the same issue with their servicing? Our dealership advertises the concierge service, so do they just show up and take your car then leave you without one?

I have had the same experience with other makes like Lexus, Mercedes, VW, Volvo and Ford. They usually do not give loaner cars for regular service like oil changes. However, if the car has an issue that needs repairing that would be a day or more to complete then they would offer one. I never got a loaner car for an oil change, however I was offered a dealer ride service to work and back by Volvo years ago when my car got it free first oil change.

 

[honorable flea]

I got a Hyundai Kona last time I was in for oil change. I wasn’t going to complain about the free loaner with all the COVID stuff going on, but I was a little disappointed that I didn’t get a genesis for the day. I know it represents some cost to the dealer, but I think of it is an opportunity for the dealer to sell me another car. They should take a look at the two kiddo seats stuffed in the back of my g70 and casually offer a g80 or gv80 or something they think my next car might be. Something bigger would be a safe bet.
But no- Instead I’m buzzing around town for the day in a little econobox that costs less than half of my genesis.
First world problem though- but still disappointed. Similar to what @Mr. Incredible said tho- I bought the car with the expectation that the new dealerships would be a disappointment.

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[EdP]

I got a Hyundai Kona last time I was in for oil change. I wasn’t going to complain about the free loaner with all the COVID stuff going on, but I was a little disappointed that I didn’t get a genesis for the day. I know it represents some cost to the dealer, but I think of it is an opportunity for the dealer to sell me another car. They should take a look at the two kiddo seats stuffed in the back of my g70 and casually offer a g80 or gv80 or something they think my next car might be. Something bigger would be a safe bet.
But no- Instead I’m buzzing around town for the day in a little econobox that costs less than half of my genesis.
First world problem though- but still disappointed. Similar to what @Mr. Incredible said tho- I bought the car with the expectation that the new dealerships would be a disappointment.

I took my Sonata in for service and they fried the ECU. Gave me a Genesis overnight and it was a factor in buying one. They had that and an Accent on hand.

From the dealer's point it is an expense. I have to buy four cars to use as loaners. Should I get G80s with a sticker of $55k or should I get a Hyundai with a sticker of $25k? I don't know real cost and financing but it takes a lot of oil changes to pay the difference. One way or another, it is you and I paying for it.

 

[justinm489]

Thank you to those who took the time to reply. I reached out the salesman who I purchased from to confirm that there wasn't a misunderstanding. He confirmed that owners of a "new" Genesis/original owners should be provided a loaner across the board regardless of vehicle or location. I called back and spoke to a manager to try and identify the issue and he seemed to be pretty understanding. To make a long story short-- the first individual I spoke to did not realize a G70 was a Genesis, but thought it was the older model Hyundai Genesis. Unsure how this confusion happened since they took my VIN. Additionally, most dealership just don't have their act together. This point is clearly echoed in the responses above. As mentioned above by @Mr. Incredible they really need to reign in their dealerships. I'm not sure what the expected timeline is until they get stand-alone stores, but I believe they will truly kill themselves in customer retention if they don't improve service at the current dealerships until then.

mks0031, I would PM you but I don't have that feature yet.

I'm actually local, in Madison. I haven't made a purchase yet, but this is one of my fears. I assume you are talking about the dealership on University. After getting the loaner car situation handled, did the rest of the experience go well?

 

[TinsleyC]

Being in DFW there are multiple Genesis dealers in the area so options exist. When I bought my G70 from Genesis of Dallas, while going thru all the purchasing paperwork they were real clear all warranty services and the likes was only from the Genesis side and not their Hyundai side.

Genesis of Plano offers loaners, at least they did for me. That's where I bought new.

 

[canucklehead604]

up in CAD i've gotten a G80 as a loaner during my (first) service visit. they say i'm getting the same for my upcoming 2nd visit. Genesis and the GXMs have been crystal clear this is included as part of the ownership experience. i think COVID has done away with valet service, but i could be wrong on that. i'd never use that perk anyways so i am not aware.

Infiniti always gave me an Infiniti loaner when i was in for warranty work. i never went to them for oil changes or routine maintenance but i believe they gave loaners for services beyond just oil changes. there was always an option for a shuttle if the customer preferred that option.

 

[Cgo]

Tons of similar experiences detailed in the dealership woes thread. I had to argue with three local dealers and got a loaner twice.

Last time I was in, months later, they had a 3.3T loaner ready to go. I didnt even have to ask. Looks like my dealership is catching up.

 

[ncvasile]

I have had my G80 Sport at the dealer now for a week,(sunroof problems) and they gave me a 19- G70. Not a bad car to drive around for a week. First time tho, they gave me a Kona, crappy car for sure.

 

[Kwdan]

My 18 G80 ultimate has been in the Dealership (Genesis of Southfield Michigan) for about a week now (replacing the rack and pinion for the sticking issue) they offered me a loaner, but I told her I had other vehicles(2016 Kawasaki ZX14R) I could use.
Reason I declined is because I had a loaner from GM that received a few scratches while at work in my parking lot. First they wanted me to pay for it, then said that I don't have to. But no loaners for me if I don't have to.

 

[mks0031]

mks0031, I would PM you but I don't have that feature yet.

I'm actually local, in Madison. I haven't made a purchase yet, but this is one of my fears. I assume you are talking about the dealership on University. After getting the loaner car situation handled, did the rest of the experience go well?

Hey I’m very sorry for the delay in my reply. I ended up getting covid and having to push back the first maintenance visit by several weeks. I took it in last week and was blown away by my experience. Service was fast and friendly. No confusion on the free maintenance (I’ve seen a couple posts in the forums on this). They also put me in a 2020 G80 as a loaner.

 

[Avocent]

Agree dealership experience varies Widely, I've never had a problem getting a loaner. Its always been a Hyundai, never a Genesis.

I was really interested in the GV80 but I will NOT buy another Genesis vehicle until they get there dealers sorted.

Even the G70 which I love will be gone if Lexus comes out with a Competitive IS. I'll be gone.

 

[ReneL]

not to take the dealership side, but they are correct, the Genesis warranty only calls out Valet and Loaner Service for Warranty work, no where in the advert does it say maintenance, only warranty. The 3/36 maintenance is "complimentary" which is a sales tactic saying we aren't offering it as a side option like the competition, we built it into the price of the vehicle and will force you to pay for it. With most other manufacturers it is an optional purchase for $2,000 -$2,500..

Ownership || Genesis USA

Genesis Owners are welcomed to the MyGenesis owner resources portal to access manuals, service maintenance info, personalized connectivity, and more.

www.genesis.com

most dealerships in my experience do it as a courtesy for prepaid maintenance but the caveat is "if they have a loaner available", customers in for warranty service get precedence, even if you had a loaner reserved.

that being said.


At the Genesis price point, and their desire to complete with the big boys like Lexus, MBZ, BMW, Audi, hell even Cadillac who all give a loaner regardless of why the customer is bringing the car in, and Lexus will even pull a car off the pre-owned lot if they are out of loaners (had Cerritos Lexus in CA do this twice for me), Genesis really needs to reign in their dealerships and force some consistency with things like this.


I love my G80, the car itself is a great vehicle, but this type of inconsistent service, amongst some other issues is why I will not be purchasing it when the lease is up in 5 months.

I have never expected much from Genesis in the service area, I knew what I was getting into with a startup brand when I bought the G80, and I had some limited experience with Hyundai's service behaviors prior to purchasing, they are very much like Ford and Chrysler when it comes to service and customer retention, offer a great warranty but shit on the customer when they try to use it.. great sales tactic, horrible follow through and shitty dealer network.

In my case, each time I had valet and concierge it was for the complimentary maintenance.