How to get a new Genesis with a Lexus customer experience

[Pilot]

1st off, not all Lexus dealerships offer good, much less, exemplary, service.

The best service will likely come from those 150 or so dealerships (from the original plan) that are the ones that will be going ahead and building out a stand-alone store (problem is, there is no publicly available list of such dealerships, but can assume that they are the larger volume ones in the major metro areas).

But even then, some will be better than others.

There are good Hyundai dealerships, so just have to find one of them for the time being.

The Hyundai dealership I’m currently test driving with has good reviews and seems pretty solid (after my initial feedback).

Think I’ll ask to tour their service facility when I’m there again.

 

[tarhoosier]

I did that and the service manager invited me to his office to discuss any concerns and ask questions. That sealed it for me.

 

[turnne]

1st off, not all Lexus dealerships offer good, much less, exemplary, service.

The best service will likely come from those 150 or so dealerships (from the original plan) that are the ones that will be going ahead and building out a stand-alone store (problem is, there is no publicly available list of such dealerships, but can assume that they are the larger volume ones in the major metro areas).

But even then, some will be better than others.

There are good Hyundai dealerships, so just have to find one of them for the time being.

Please use some specific named dealership examples of below par customer experience at a Lexus dealership...

It seems you are speculating based on lack of actual data?...But do please give examples

I can assure that the Lexus dealerships my family and friends have purchased from...Sewell Lexus and Park Place Lexus in the Dallas area have been amazing
To that end..if they didnt do it right the first time management proactively stepped in and made it right
My mother's LX570, purchased from Sewell Lexus, had its drivers side mirror damaged in the dealership car wash
She didnt even notice it for a few weeks. In fact someone in her office brought it to her attention
I assume the mirror replacement was expensive due to the fact that it has both lighting and camera's in it
She called the dealership and spoke with the manager
They ordered the mirror and replaced it free of charge
Somehow..I just dont see a Genesis( Hyundai since its 90% of what they service) dealer stepping up and doing that proactively without some confrontation

I have never owned a Lexus...but several BMW and Mercedes. I assure you that Park Place Mercedes( Dallas), Crown Mercedes( Columbus Ohio) and Midwestern BMW( Dublin Ohio) all had exemplary service when I was there

On the other hand...Bob Stallings Hyundai( Dallas) , where I purchased the Equus, was the worst car buying experience I have ever had in my life
I shared that with management there as well...They never followed up with me

The dealership I go to for service...Genesis of Noblesville( Terry Lee Hyundai) is a good dealer. It doesnt have the flair and amenities of the other luxury car dealerships I have been to. However as I have said many times..I dont think a Genesis buyer is expecting ( or should not be) expecting more than a nice Hyundai dealer experience

You really have to understand that there are different level of expectations at luxury car dealerships. In my opinion, for instance, the Mercedes buyer has and extremely high set of expectations

Warren

 

[YEH]

^ There have been complaints about experiences at certain Lexus dealerships on Lexus forums .

There have also been posts by longtime Lexus owners who have stated that some Lexus dealerships are better (or worse) than others.

There have also been Lexus dealerships which started charging a nominal fee for loaners or have loaned out Toyotas or gasp, Hyundais.

Your family's experience isn't representative of everyone's experience.

No one is denying that overall, the Lexus experience is better across the board (for now), but that doesn't mean that there aren't variances in service at Lexus dealerships.

Your post is about as silly as your previous claim that no one who can purchase a German is thinking about getting a Genesis (much less actually getting one).

Putting aside the numerous Genesis owners here who previously or concurrently own a German vehicle(s), one of the mods (on the Lexus forum) leases a G90 (and has been very pleased with it).

But his lease will soon be up and thus decided to get himself a Christmas present in the form of the LC coupe (which clearly shows he can afford a German flagship sedan).

Another mod replaced an IS F-Sport and an RC-F with the Stinger and previously had an S4 which he didn't care for.

Yes, Genesis service across the board needs to improve, but it's the product (vehicle/model) that's actually the most important factor.

Case in point, there are numerous Kia dealerships with shady reputations, and yet, the best selling Kia model is its most expensive, the Telluride.

Kia sold nearly 10k Tellurides last month (pretty much every one it produced that made it in time to a lot), and what's most in demand is the highest trim (the SXP).

The Telluride has been getting its fair share of conquests from lux brands (including the Germans) and its ATP is higher than that for Acura.

Conversely, the Lexus reputation for service hasn't prevented the demise of the GS and apparently (according to a report out of Japan) the end of any further investment with regard to RWD (which has totally turned off the higher end Lexus owners/buyers).

Seems like Genesis sold nearly its entire allocation of GV80s last month and the GV70 should be in even higher demand.

Regardless of the current state of Genesis dealerships/dealership experience, Genesis will have little trouble selling the GV80 and GV70.

 

[turnne]

^ There have been complaints about experiences at certain Lexus dealerships on Lexus forums .

There have also been posts by longtime Lexus owners who have stated that some Lexus dealerships are better (or worse) than others.

There have also been Lexus dealerships which started charging a nominal fee for loaners or have loaned out Toyotas or gasp, Hyundais.

Your family's experience isn't representative of everyone's experience.

No one is denying that overall, the Lexus experience is better across the board (for now), but that doesn't mean that there aren't variances in service at Lexus dealerships.

Your post is about as silly as your previous claim that no one who can purchase a German is thinking about getting a Genesis (much less actually getting one).

Putting aside the numerous Genesis owners here who previously or concurrently own a German vehicle(s), one of the mods (on the Lexus forum) leases a G90 (and has been very pleased with it).

But his lease will soon be up and thus decided to get himself a Christmas present in the form of the LC coupe (which clearly shows he can afford a German flagship sedan).

Another mod replaced an IS F-Sport and an RC-F with the Stinger and previously had an S4 which he didn't care for.

Yes, Genesis service across the board needs to improve, but it's the product (vehicle/model) that's actually the most important factor.

Case in point, there are numerous Kia dealerships with shady reputations, and yet, the best selling Kia model is its most expensive, the Telluride.

Kia sold nearly 10k Tellurides last month (pretty much every one it produced that made it in time to a lot), and what's most in demand is the highest trim (the SXP).

The Telluride has been getting its fair share of conquests from lux brands (including the Germans) and its ATP is higher than that for Acura.

Conversely, the Lexus reputation for service hasn't prevented the demise of the GS and apparently (according to a report out of Japan) the end of any further investment with regard to RWD (which has totally turned off the higher end Lexus owners/buyers).

Seems like Genesis sold nearly its entire allocation of GV80s last month and the GV70 should be in even higher demand.

Regardless of the current state of Genesis dealerships/dealership experience, Genesis will have little trouble selling the GV80 and GV70.

Actually..it is myself, family and several friends over the course of 20 years

But funny how you say that
Then you pick out individual situations...?...Yea ok...and then you still dont list any actual dealer names...OK?

But you finally make a sensible statement that is a very common fact

"No one is denying that overall, the Lexus experience is better across the board (for now), but that doesn't mean that there aren't variances in service at Lexus dealerships."

As for the most expensive Kia..I think that would be the K900
And there are SOME VERY good deals on that vehicle...in fact I think there are some "new" 2019's still available

You pick and choose one Lexus vehichle .....but you skip all the others that are selling at a rapid pace AND AT much higher prices than any Kia or Genesis

But..I am accustomed to your statements that are not planted in truth
Like the time you said used Tellurides were selling for sticker......LOL

They certainly are not in the 3 states I spend the most time in...and based on my searches on cars.com that has NEVER been the case

Warren

 

[Mr. Incredible]

I had Shit service at 2 Lexus Dealerships and Gold level at another. I've also had shit service at several Chevy dealers and "Lexus" level at others.

it's all relative, dealerships are independently owned and operated and they only have to adhere to certain corporate guidelines.

I spent 20 years of my career in dealerships and the corporate offices of GM and Chrysler. There will always be good and bad experiences because they are independent, something Tesla has been fighting to change (and losing) for 10+ years. Franchise laws vary from state to state and the guidelines the dealerships must follow also very greatly from state to state and manufacturer to manufacture.

Lexus has somewhat of a tighter reign on their dealerships then some others, because they want to have the reputation of being a higher class tier 1 vehicle, but at the end of the day there are crappy Lexus dealerships just like all other manufacturers. I can name 2 in SoCal without hesitation, and then I can name 2 others that are gold level. Same as I can for GM, Chrysler, BMW, MBZ, Audi, Genesis, Hyundai, Toyota, Ford, Lincoln, and Jaguar. All makes that I have owned in the past 35 years, having owned or leased 87 vehicles since I was 18.

 

[turnne]

I had Shit service at 2 Lexus Dealerships and Gold level at another. I've also had shit service at several Chevy dealers and "Lexus" level at others.

it's all relative, dealerships are independently owned and operated and they only have to adhere to certain corporate guidelines.

I spent 20 years of my career in dealerships and the corporate offices of GM and Chrysler. There will always be good and bad experiences because they are independent, something Tesla has been fighting to change (and losing) for 10+ years. Franchise laws vary from state to state and the guidelines the dealerships must follow also very greatly from state to state and manufacturer to manufacture.

Lexus has somewhat of a tighter reign on their dealerships then some others, because they want to have the reputation of being a higher class tier 1 vehicle, but at the end of the day there are crappy Lexus dealerships just like all other manufacturers. I can name 2 in SoCal without hesitation, and then I can name 2 others that are gold level. Same as I can for GM, Chrysler, BMW, MBZ, Audi, Genesis, Hyundai, Toyota, Ford, Lincoln, and Jaguar. All makes that I have owned in the past 35 years, having owned or leased 87 vehicles since I was 18.

I have not had "sh&T" service at any luxury car dealer...or rather if they made a mistake they were extremely proactive in taking care of the issue

But we are talking about the "average" experience across the luxury brand
Lexus has consistently ranked well out of the gate and maintained their way
To your point about Chevy ( or even Hyundai/Genesis dealers)...I have never seen one with the appearance or the amenities of a Lexus dealer

You also have to take into account that people that more affluent and spend more money typically have higher expectations


Warren

 

[EdP]

You also have to take into account that people that more affluent and spend more money typically have higher expectations


Warren

True, and some thing they are special. Affluent does not make you a better person. Every customer deserves a good experience from every dealer.

 

[turnne]

True, and some thing they are special. Affluent does not make you a better person. Every customer deserves a good experience from every dealer.

Ok?
Not sure you understood my statement

I meant people that are more affluent typically have higher expectations to start with...Just the way it is
So " good" ,"excellent" or acceptable descriptions probably vary with the difference in affluence of the buyer/customer

Warren

 

[EdP]

Ok?
Not sure you understood my statement

I meant people that are more affluent typically have higher expectations to start with...Just the way it is
So " good" ,"excellent" or acceptable descriptions probably vary with the difference in affluence of the buyer/customer

Warren

Understood well. What most people consider good service is poor to some arrogant prk that thinks he is better than everyone just because he has money. Affluence does not put you to the head of the line.

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[YEH]

Again, no one is disputing that Lexus dealership experience is a good bit better, on avg., than at Hyundai/Genesis dealerships, but to think that there isn't variance at Lexus or any other lux brand marque is just plain silly.

Why would I have to state specific Lexus dealership names when longtime posters on a Lexus forum have complained about the service at certain Lexus dealerships and/or have stated that service has been better at certain Lexus dealerships than others?

There are complaints like this one...

I have a bad experience with this dealership when I got scammed with another issue and I already complained them at the corporate and every time I visit, these guys are giving me a stink eye as if they want to punch me.


Do we really need to know the name of the Lexus dealership to determine that this Lexus owner isn't happy with his experience when it comes to service?

One longtime LS owner who recently switched to the S Class stated that the level of catering was above and beyond anything he experienced at the various Lexus dealerships he had previously done business with, but that, of course, is only his experience.

My absolute worst experience at an auto dealership was at a BMW dealership.

But all this is a moot point when it comes to GV80 and upcoming GV70 sales.

Even with the dealership situation being what it is, Genesis will sell every GV80 and GV70 that is allocated for the US.

 

[Mr. Incredible]

I have not had "sh&T" service at any luxury car dealer...or rather if they made a mistake they were extremely proactive in taking care of the issue

But we are talking about the "average" experience across the luxury brand
Lexus has consistently ranked well out of the gate and maintained their way
To your point about Chevy ( or even Hyundai/Genesis dealers)...I have never seen one with the appearance or the amenities of a Lexus dealer

You also have to take into account that people that more affluent and spend more money typically have higher expectations


Warren

you haven't and I would guess most haven't.

In my case it was truly shit service, the shop foreman used my RC-F for a joyride, doing triple digits in a 40mph zone, donuts and burnouts. He purposely disconnected my exterior facing dash camera so he would not be caught doing this, but he didn't know I had a data recorder in the vehicle and an interior facing camera that caught all of it.

the SM and GM both took the foreman's side when presented with the evidence and told me to "F" off, and subsequently "banned" me from their dealership, told me that here was nothing I could do about "even if it was true", it was my word against his.

The police and Lexus Corp however, saw things differently when presented with the video and data recordings.

The second dealership apparently had friends or cross over employees from the first dealership, and was where the shop foreman ended up after being fired from the first, so out the gate I was given shit service and basically told to take my business elsewhere.

Shop foreman abuses a customers car, breaks multiple laws, but the dealership takes it out on the customer that has the audacity to complain about the shit service and abuse.

So IMO it was shit service from a Lexus franchise. 2 of them.

However as I said I also found another that was and went above and beyond, even knowing the history above. But also as I said, it happens with every brand.

BMW, MBZ, Audi, in some case the service IMO was not at the level one expected from a Tier 1 car make. lack of loaners, arguing over warranty coverage that is plainly spelled out, leaving greasy finger and hand prints in the vehicle after service, in one case breaking part of a dash surround and instead of owning up to it and replacing it, tried to glue it together and then got that glue all over the seats..

These are the things IMO that characterize shit service.

 

[1000heroes]

IMO if you want the “Lexus experience” then go buy a Lexus.

my G80 lease is up in 60 days and I am jumping ship because of the complete lack of Genesis dealerships

The “experience” doesn’t matter to me, I have exclusively used a Hyundai dealership that is not a Genesis branded dealership, and their service has been outstanding. Therefore I am going with a Hyundai from them, so I can continue with their service department. They won me over as a customer and unfortunately for Genesis took a customer away because the nearest “Genesis” dealer to me is 30+ miles in the opposite direction of my home and work.

I live in L.A. one would think that their would be several Genesis dealership at that big auto malls like Cerritos, Puente Hills, Ontario, Santa Monica, etc.

but the truth is while they all house Hyundai, none of those Hyundai dealerships have any interest in the Genesis brand because of the cost to own the franchise, and the complete lack of support from Genesis corp, which I have been told by the GMs at those Hyundai Dealerships.

Wow, very informative. As I'm on the fence on buying a Genesis for many of the same reasons you express. Living in Spokane, Washington where no dealerships exist for Genesis is very frustrating.

Also I called multiple dealers in western Washington, even Los Angeles, California area, and left messages (as no one was answering the phones either in sales or service) yet have had no answers, no callbacks, regarding Concierge services, let alone maintenance, no responses at all.

We've Mercedes, BMW, Jaguar, Lexus and Hyundai and many more but no Genesis dealers here in Spokane.

So, like you, it makes me definitely want to go elsewhere. Appreciate any and all recommendations whether on cars, dealers, or services.
Thank you.

 

[EdP]

Wow, very informative. As I'm on the fence on buying a Genesis for many of the same reasons you express. Living in Spokane, Washington where no dealerships exist for Genesis is very frustrating.

Also I called multiple dealers in western Washington, even Los Angeles, California area, and left messages (as no one was answering the phones either in sales or service) yet have had no answers, no callbacks, regarding Concierge services, let alone maintenance, no responses at all.

We've Mercedes, BMW, Jaguar, Lexus and Hyundai and many more but no Genesis dealers here in Spokane.

So, like you, it makes me definitely want to go elsewhere. Appreciate any and all recommendations whether on cars, dealers, or services.
Thank you.

Did you talk to the Hyundai dealers about Genesis? That is who sells and services then at the moment. Stand alone Genesis dealers are new but will grow. Quality of dealers varies so check them out.

 

[1000heroes]

Did you talk to the Hyundai dealers about Genesis? That is who sells and services then at the moment. Stand alone Genesis dealers are new but will grow. Quality of dealers varies so check them out.

Spoke with an Idaho Hyundai sales representative he said Genesis service not there.

 

[turnne]

Spoke with an Idaho Hyundai sales representative he said Genesis service not there.

A lot of this has to do with managing your expectations
When( if) you find a Genesis dealership it simply not going to be at the same level as Mercedes, Lexus, BMW or even Cadillac..it is just not

Its more on the level of Chevy, Ford, Toyota, Nissan with an extra added " alcove" that has 2-4 Genesis vehicles there. It will be connected to a Hyundai dealership that is the overwhelming majority of their sales and service

Keep that in mind and you will be far less disappointed

Warren

 

[Tau]

When( if) you find a Genesis dealership it simply not going to be at the same level as Mercedes, Lexus, BMW or even Cadillac..it is just not

"Heresy", sayeth the fantasy writers at GMA marketing.

 

[Jhon]

A lot of this has to do with managing your expectations
When( if) you find a Genesis dealership it simply not going to be at the same level as Mercedes, Lexus, BMW or even Cadillac..it is just not

Its more on the level of Chevy, Ford, Toyota, Nissan with an extra added " alcove" that has 2-4 Genesis vehicles there. It will be connected to a Hyundai dealership that is the overwhelming majority of their sales and service

Keep that in mind and you will be far less disappointed

Warren

I hear what you are saying, but I have gotten excellent service for Hyundai in the past when I owned Hyundia's.

 

[redneck]

so far our service has not been too bad. BUT 2 of the genesis dealers in our area have gone out of biz. closed up not selling them anymore. we now have to take it to a nissan dealership as they are in the process of becoming a genesis dealer. this was our first oil change & tire rotation & it didnt go well the tech droped our rim & tire face down on the the metal part of the lift took a big chunk out of the rim & just put it on the car & didnt say anything. we saw it right away & told the manager & he wanted to repaint it i said their was missing metal get me a new rim. they ordered one & complained about it the whole time how much it cost. We are missing our jaguar service they were great.

 

[turnne]

I hear what you are saying, but I have gotten excellent service for Hyundai in the past when I owned Hyundia's.

Have you owned a Mercedes, BMW or Lexus in the past and have those experiences as a litmus test for comparison
That was my point..I have owned all of those( and Cadillac) and the Hyundai/Genesis experience is just not up to that level
However, if you dont have the same set of expectations you are far less likely to be disappointed
The good news is that you are also paying less...
Really, that extensive coffee bar, full business center and concierge service is not free
Years ago, I patronized Park Place Mercedes in Dallas Texas with two different Mercedes I owned over time. That is the best dealership experience I have ever had. However you never had the impression that they were cutting you ANY financial favors

Warren