Concierge Service a sham

[sgtjack]

A big selling point for me was the concierge service....they would pick up my car, leave a loaner and when my car is ready, deliver it and pick up the loaner. What they DID NOT tell me was it would be a 6 to 8 week wait for the service. They also failed to mention that the loaner car would more likely be a Hyundai, NOT a Genesis. Right now, I'm waiting til Monday, April8th for Genesis of the North Shore to deliver a Hyundai Tucson...a $25,000.00 car, and pick up my $70,000.00 plus 2023 GV80...the problem is "likely..." fuel injectors". YES....fuel injectors on a new car.

 

[TripleTrucker]

Sorry for your experience but for comparison, I had a couple week wait for maintenance and a repair, but they brought a brand new GV80. Before that, I had a quick repair appointment and also had a fairly new GV80 brought to me. This was Genesis of Mentor in Ohio. Very good people there.

 

[steveinarizona]

A big selling point for me was the concierge service....they would pick up my car, leave a loaner and when my car is ready, deliver it and pick up the loaner. What they DID NOT tell me was it would be a 6 to 8 week wait for the service. They also failed to mention that the loaner car would more likely be a Hyundai, NOT a Genesis. Right now, I'm waiting til Monday, April8th for Genesis of the North Shore to deliver a Hyundai Tucson...a $25,000.00 car, and pick up my $70,000.00 plus 2023 GV80...the problem is "likely..." fuel injectors". YES....fuel injectors on a new car.

I also feel sorry for you. Unfortunately, the quality of Genesis dealerships varies widely. My car has been in for service three times (5K, 10K and 15K service with some recall action). I got, in order, the following loaners: an Electrified G80 with only about 2500 miles on it; an ICE GV80 with about the same miles on it; the third time it was similar (I can't remember the model). The dealership actually set me up for concierge service but I declined as the dealership is only about 5 minutes away from my house.

I did schedule the service in advance and if it happened suddenly, I don't know if they would have a good loaner for me. I visited the showroom the other day (they have moved it to an upscale mall even closer to my house) and told the sales guy that if I suddenly needed service, and no loaner was available, I would be going down the street to the Penske luxury collection where I had previously bought my BMWs and trading in my Genesis. But based on my positive experiences so far, I don't anticipate a problem.

Is your dealership the one in Hicksville NY? I looked at their website and the promises seem to be a complete disconnect with your experience. Do you have any other genesis dealership reasonably close to you? You don't have to do service at the same dealership where you purchased the car.

 

[Tau]

Sorry for your experience but for comparison, I had a couple week wait for maintenance and a repair, but they brought a brand new GV80. Before that, I had a quick repair appointment and also had a fairly new GV80 brought to me. This was Genesis of Mentor in Ohio. Very good people there.

You're one of the few lucky ones! Pray for the rest of us

 

[Ike Arumba]

I also feel sorry for you. Unfortunately, the quality of Genesis dealerships varies widely. My car has been in for service three times (5K, 10K and 15K service with some recall action). I got, in order, the following loaners: an Electrified G80 with only about 2500 miles on it; an ICE GV80 with about the same miles on it; the third time it was similar (I can't remember the model). The dealership actually set me up for concierge service but I declined as the dealership is only about 5 minutes away from my house.

.

Same experience here with Genesis of Scottsdale. Last time they gave me a G80 Sport Prestige with less than 100 miles on it. They already moved the Genesis showroom away from the previously shared Hyundai dealership, and they are building a dedicated Genesis service garage right now.

 

[PMCErnie]

Oh, the indignity. I feel your pain. I own a Tucson and a Santa Fe. Dealer is great. Vehicles too.

 

[secondo]

My local dealer is worthless for loaners, but the dealer 100 miles away will come pick my car up, leave me an essentially brand new car and bring mine back when it is done. They are amazing so you might try a farther away dealer. The good dealer is a stand alone the local one is a Hyundai/Genesis combo dealer although they are building a separate shop but I am not sure that having a separate building will suddenly make the local dealer competent (their sales people are actually great, but their service people don't even seem to exist).

 

[Sal Collaziano]

Genesis is selling a lot of vehicles and I see a tremendous amount of new Genesis' on the road around me. It's only a matter of time before they get their service situation rectified...

 

[DJS42]

A big selling point for me was the concierge service....they would pick up my car, leave a loaner and when my car is ready, deliver it and pick up the loaner. What they DID NOT tell me was it would be a 6 to 8 week wait for the service. They also failed to mention that the loaner car would more likely be a Hyundai, NOT a Genesis. Right now, I'm waiting til Monday, April8th for Genesis of the North Shore to deliver a Hyundai Tucson...a $25,000.00 car, and pick up my $70,000.00 plus 2023 GV80...the problem is "likely..." fuel injectors". YES....fuel injectors on a new car.

I call bullshit on your post. Every time a complaint arises, no name or location is attached....starts with a G. As I've previously mentioned, likely you're a bored Audi sales geek wondering why biz sucks.
My dealer in N Charleston SC lent me a brand new GV80 today when my GV70 needed an oil change. I made the appt 2 weeks ago.

 

[BillZ]

I call bullshit on your post. Every time a complaint arises, no name or location is attached....starts with a G. As I've previously mentioned, likely you're a bored Audi sales geek wondering why biz sucks.
My dealer in N Charleston SC lent me a brand new GV80 today when my GV70 needed an oil change. I made the appt 2 weeks ago.

While I agree with your view, it would be helpful if you indicated whose post you were calling BS. It's more clear if you choose the message you're replying to and reply there, rather than the general reply at bottom of the listing.

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[Sal Collaziano]

While I agree with your view, it would be helpful if you indicated whose post you were calling BS. It's more clear if you choose the message you're replying to and reply there, rather than the general reply at bottom of the listing.

I added the quote to his message. If this person doesn't come back with more details, we can just delete the topic.

 

[DJS42]

While I agree with your view, it would be helpful if you indicated whose post you were calling BS. It's more clear if you choose the message you're replying to and reply there, rather than the general reply at bottom of the listing.

I hit the reply button and whooops, it did not work, so you're correct, I should have identified which post I was referring to. It was the OP

 

[DaleNet]

My dealer here in Ft Walton Beach Florida has done a good job. Always offers a loaner and/or concierge service. I usually take the vehicle in and wait for it because I work on an Air Force Base and it makes it difficult for them to pick-up.

 

[mm7]

My Peoria IL Hyundai/Kia/Genesis dealer (Mike Miller Auto Park) has no capacity for concierge service, informing me soon after I purchased the $65K car. The four free oil changes were ok (including a "Genesis Clean-Up -- it's like a mini detail" ... NOT) except that when they rotated the tires their power tools chewed up the lug nuts so that they got rusty. They refused to replace them under warranty ("It will only happen again so why bother.") Oh, and despite the tire rotations, I still had to replace the low-grade Michelins at 30K(!) miles, which I did at a tire dealer. At my final oil change, they didn't do the clean-up, although they said they would. And they recommended $1K of totally worthless service work for my next visit.

Ain't gonna happen. Only going back there for warranty work. Everything else ... somewhere else.

 

[Jamesjks]

A big selling point for me was the concierge service....they would pick up my car, leave a loaner and when my car is ready, deliver it and pick up the loaner. What they DID NOT tell me was it would be a 6 to 8 week wait for the service. They also failed to mention that the loaner car would more likely be a Hyundai, NOT a Genesis. Right now, I'm waiting til Monday, April8th for Genesis of the North Shore to deliver a Hyundai Tucson...a $25,000.00 car, and pick up my $70,000.00 plus 2023 GV80...the problem is "likely..." fuel injectors". YES....fuel injectors on a new car.

I bought my '24 GV70 at Gen of the North Shore. Had it in for service once, got a G70 loaner. Booked about 4 weeks in advance. Not impressed with the experience compared with my many years of dealing with Infiniti. Thing is, it's a separate Genesis building right next to the original Hyundai dealership, but most of the staff is shared. Had the Trans control cable recall done, battery checked and another minor issue. Took longer than I expected. Not impressed. Seems like the Genesis brand is mostly talk.

 

[YEH]

Providing concierge service was always going to be untenable once sales increased dramatically.

It should have been kept reserved for G90 owners and for the upcoming GV90.

What's worse than not offering a service is offering it and then not being able to provide it adequately or to satisfaction.

Same thing applies to the Genesis dealerships that had given up their franchise (should never had gone for one in the 1st place if they weren't serious about it), leaving those who had purchased a Genesis from them in often a precarious situation.

These former Genesis dealers should have been required to continue offering service to buyers for the duration of the warranty period (they presumably already had a tech or 2 trained to work on Genesis).

While there is only so much Genesis corporate can do with regard to improving service at a specific dealership (still, can do more), corporate has also bungled things when it has come to policy.