Another Fun Genesis Dealership Experience....

[tissle]

First of all - it's not really a Genesis dealership. It's a Hyundai dealership that services Genesis cars. There is really no standalone Genesis dealerships in my area (Georgia).

I have my normal service appointment with dealership this Friday. I'm making the drive up there because the valet service doesn't work or they can't actually do it. I gave them a call about two things yesterday.

1) Can they update the navigation maps to to the latest version
2) Can they give me quote on buying / installing the card key.

For question #1, they bluntly told me they haven no idea what I'm talking about. They never done it before and even asked if I'm talking about a recall.
For question #2, they initially had no idea what they were talking about. I then told them that it's on the Genesis website. They then asked for me for my VIN and then told me my car doesn't support the card key.

My experience with Genesis dealerships is pretty simple. They are usually shady and most of the employees have no idea what they are talking about.

I went ahead and called Genesis to confirm their answers.
Genesis told me....

#1) They didn't even try to fight about the navigation update. They will just ship me a microSD card for free with the latest maps and I should install it.
#2) They verified my car does indeed support the Card key. Their suggestion was for me to go to another dealership.


Genesis - great car.....one of the worst customer/dealership support.

 

[Alfer]

Our Hyundai dealer who does all service work for Genesis is pretty flaky. They have used car salesman type of service "associates" working there and are always pushing to buy extra services or "BG" additives etc. I too called once about getting map update from them and he had no idea how it worked and had to ask someone. They called me to tell me to go to MapnSoft website. LOL

I've had hit and miss service with them. They are close to us and have done warranty work for me as well as offered to pick up and drop off car to my office so I can't totally hate on them, but I trust them about as far as I can throw them.

 

[tissle]

They have used car salesman type of service "associates" working there and are always pushing to buy extra services or "BG" additives etc.

Exactly how I feel when I go to the dealership.

 

[EdP]

First of all - it's not really a Genesis dealership. It's a Hyundai dealership that services Genesis cars. There is really no standalone Genesis dealerships in my area (Georgia).

I have my normal service appointment with dealership this Friday. I'm making the drive up there because the valet service doesn't work or they can't actually do it. I gave them a call about two things yesterday.

1) Can they update the navigation maps to to the latest version
2) Can they give me quote on buying / installing the card key.

For question #1, they bluntly told me they haven no idea what I'm talking about. They never done it before and even asked if I'm talking about a recall.
For question #2, they initially had no idea what they were talking about. I then told them that it's on the Genesis website. They then asked for me for my VIN and then told me my car doesn't support the card key.

My experience with Genesis dealerships is pretty simple. They are usually shady and most of the employees have no idea what they are talking about.

I went ahead and called Genesis to confirm their answers.
Genesis told me....

#1) They didn't even try to fight about the navigation update. They will just ship me a microSD card for free with the latest maps and I should install it.
#2) They verified my car does indeed support the Card key. Their suggestion was for me to go to another dealership.


Genesis - great car.....one of the worst customer/dealership support.

That is sad. Are they continuing to be a Genesis dealer or just an Hyundai dealer that can service the older cars?

I hope Genesis get some of these people in line as it certainly hurts their reputation.

 

[tissle]

That is sad. Are they continuing to be a Genesis dealer or just an Hyundai dealer that can service the older cars?

I hope Genesis get some of these people in line as it certainly hurts their reputation.

It's too late for someone like me. Never getting a Genesis again.

 

[EdP]

It's too late for someone like me. Never getting a Genesis again.

Your choice, that one bad dealer is not enough to turn me away from a product I like. There are 400 others out there.
I even pass one grocery store to go to another I like better. I've done that on cars too.

 

[Bourbonncigars]

It's too late for someone like me. Never getting a Genesis again.

Are you basing that decision on the way a Hyundai dealership handled the situation? Doesn't seem like a fair assessment. When you called Genesis is seems like they handled it well.

That SD card they're sending you for free cost me $200.

EDIT: I see now that you pointed out you thought little of your experience with Genesis dealerships.

 

[TurtleBoy]

First of all - it's not really a Genesis dealership. It's a Hyundai dealership that services Genesis cars. There is really no standalone Genesis dealerships in my area (Georgia).

There are no standalone Genesis dealers unless some recently popped up. All Genesis dealerships are co-located with a Hyundai dealership.

 

[Mcc]

There are no standalone Genesis dealers unless some recently popped up. All Genesis dealerships are co-located with a Hyundai dealership.

Not exactly. I know Genesis of Westlake (CA) is not co-located with a Hyundai dealer.

 

[TurtleBoy]

Not exactly. I know Genesis of Westlake (CA) is not co-located with a Hyundai dealer.

That is not correct according to the Genesis site as well as the dealer sites. They are located together.

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[Mcc]

That is not correct according to the Genesis site as well as the dealer sites. They are located together. View attachment 22293View attachment 22294

View attachment 22292

I can tell you that they are two physically separate buildings. Showrooms are not attached in any way. In fact they are about 50 yards apart. I guess you cannot go by the address alone.

 

[TurtleBoy]

I can tell you that they are two physically separate buildings. Not attached in any way. In fact they are about 50 yards apart. I guess you cannot go by the address alone.

Okay, it is a difference of definition. If they are on the same lot then they are co-located by the common definition, it wouldn't matter if they are in separate buildings or not. A standalone dealer would be one that has no association with a Hyundai dealer.

 

[Mcc]

A standalone dealer would be one that has no association with a Hyundai dealer.

Ok I didn’t realize that was the definition. To me it just meant not physically attached.

 

[EdP]

Okay, it is a difference of definition. If they are on the same lot then they are co-located by the common definition, it wouldn't matter if they are in separate buildings or not. A standalone dealer would be one that has no association with a Hyundai dealer.

But aside from the owner, are they associated? I guess you can get into the minutia of the definitions. Do they share service? Accounting? Sales staff? If different buildings, showroom, service, I'd think of them as stand alone. One can operate without the other.

If a Chevy dealer. Mercedes dealer, Hyundai dealer share the same lot are they stand alone? Even though they have the same owner? Another is Ford, Mazda, Hyundai, all separate buildings. That is a common scenario to have different brands in different buildings on the same property.

 

[OMG70]

But aside from the owner, are they associated? I guess you can get into the minutia of the definitions. Do they share service? Accounting? Sales staff? If different buildings, showroom, service, I'd think of them as stand alone. One can operate without the other.

If a Chevy dealer. Mercedes dealer, Hyundai dealer share the same lot are they stand alone? Even though they have the same owner? Another is Ford, Mazda, Hyundai, all separate buildings. That is a common scenario to have different brands in different buildings on the same property.

They're both owned by O'Gara Coach. Its an odd mix where they now apparently own brands that sell $20k cars and others where they sell $500k cars. All at the same listed address. I would assume that the Genesis brand operates with the same teams as the "lesser" brands in their portfolio and the pricier brands would be their own separate teams. Different clientele get different approaches/levels of service

 

[TurtleBoy]

But aside from the owner, are they associated? I guess you can get into the minutia of the definitions. Do they share service? Accounting? Sales staff? If different buildings, showroom, service, I'd think of them as stand alone. One can operate without the other.

If a Chevy dealer. Mercedes dealer, Hyundai dealer share the same lot are they stand alone? Even though they have the same owner? Another is Ford, Mazda, Hyundai, all separate buildings. That is a common scenario to have different brands in different buildings on the same property.

I have no clue but would assume they are intertwined but perhaps not. It all depends on what your definition of stand alone means. If it only means separate buildings and nothing else matters then they are standalone. That was never the impression I got from Genesis in regards to their definition of standalone but it could be I was reading more into it. I thought they were referring to standalone in the same terms as Lexus, Acura, Audi, etc. There are probably cases for all of them where they are located on the same property but for the overwhelming majority of them they are not associated/located/etc. with their lower brand.

 

[idlemind]

Every time you get bad service, write a letter to corporate. After all, they are the ones selling the cars, and that want your business. They need to work hard to earn, and to keep you as a customer. That's how you get return buyers, and referrals. It's one thing to say you don't know that answer to something but will look into it. I wouldn't call that bad service. But to say you don't know, never heard of it, and just leave it at that I think is lacking in the customer service department. I wrote a letter to a company once saying I would never step in their store again, and will pay more somewhere else where I get better service before I step foot back in their doors. Man I got a response so fast, and they sent me a gift card. I really wasn't going back, but then they sent the gift card, so yeah. But what I went to purchase I ended up getting somewhere else. I still wasn't buying the item I was looking for at the time from that store. Unfortunately for them they only had one location in the city so their loss on that sale.
--- Oh yeah
One more thing. If you receive good customer service, again, write and tell them. Maybe they'll get the idea that hey, we need to keep doing whatever we did so we can get more letters like this.

 

[Mcc]

I would assume that the Genesis brand operates with the same teams as the "lesser" brands in their portfolio and the pricier brands would be their own separate teams. Different clientele get different approaches/levels of service

That would be an incorrect assumption. Think they share service techs with Hyundai but I’m not positive. They definitely do not share sales, showrooms, accounting, checkout, and the service advisors or completely separately located. And when I say share I mean that they are not even in the same building. They do share with everything except sales with the other $100k+ brands.

 

[Mcc]

Every time you get bad service, write a letter to corporate

Not just corporate, let the manager or owner of the dealership know also. They are a lot closer to touching you.

 

[EdP]

I have no clue but would assume they are intertwined but perhaps not. It all depends on what your definition of stand alone means. If it only means separate buildings and nothing else matters then they are standalone. That was never the impression I got from Genesis in regards to their definition of standalone but it could be I was reading more into it. I thought they were referring to standalone in the same terms as Lexus, Acura, Audi, etc. There are probably cases for all of them where they are located on the same property but for the overwhelming majority of them they are not associated/located/etc. with their lower brand.

I have no idea what Genesis contract calls for. You are correct, I don't know of any Toyota/Lexus dealers but GM. Ford, Chrysler have had multi dealers for many decades.

Image matters though. You've been here long enough to see some Genesis buyers don't want to use the same restroom as the Hyundai buyers. I think some of that is silly, but some Hyundai dealers are sub=par and not good for the Genesis brand. Separating the showroom, sales staff can make a huge difference. I've not had a problem with the dealers I've used, but it seems a few are really terrible. As for image, there are a couple of local dealers advertising on TV and from the image they project I'd never set foot in their showroom.