Dealer Abandoning Concierge Service

[Rey]

My Salem, OR Hyundai dealer, Withnell Hyundai, announced to me that they were no longer providing loaner cars, which are an essential element of Concierge Service. Their explanation is that they have decided not to become a Genesis dealer, which would require major remodeling and maintaining a 14 car inventory. They are willing to work on my Equus, but no loaner car.
Called Hyundai Customer Service and they have referred me to a dealer in Portland (Dick's Hyundai) who will provide Concierge Service.
Withnell implied to me that the new Genesis dealerships have assumed all Concierge Service obligations, which just isn't true.

 

[Mark_888]

My Salem, OR Hyundai dealer, Withnell Hyundai, announced to me that they were no longer providing loaner cars, which are an essential element of Concierge Service. Their explanation is that they have decided not to become a Genesis dealer, which would require major remodeling and maintaining a 14 car inventory. They are willing to work on my Equus, but no loaner car.
Called Hyundai Customer Service and they have referred me to a dealer in Portland (Dick's Hyundai) who will provide Concierge Service.
Withnell implied to me that the new Genesis dealerships have assumed all Concierge Service obligations, which just isn't true.

I think it has been discussed in many threads, that the Hyundai Genesis and Hyundai Equus will not receive warranty service at the new Genesis dealers. Obviously, one can get non-warranty service there, but the concierge service on the Equus is offered by Hyundai Motors, not by Genesis Motors.

 

[aphillipsiii]

While I don't receive Concierge Service as the second owner of my Equus, I do receive loaner cars. Rey, it is my understanding that Concierge Service is going to be key service for Genesis '17+ models at the Genesis dealerships.

 

[Bill K]

I think that there is some misunderstanding here. All Hyundai dealers will sell and service the Genesis G80, but only a good percentage of them will sell and service the G90.
As for Concierge Service, If a dealer stops offering loaners, they would lose my business.
For example, there are five Hyundai/Genesis dealers close by, all sell the G80, but only four sell the G80, and G90.
As far as I know, there are no "stand alone" Genesis dealers. (at least not in Illinois)

 

[Mark_888]

I think that there is some misunderstanding here. All Hyundai dealers will sell and service the Genesis G80, but only a good percentage of them will sell and service the G90.

That is temporary. Eventually, only Genesis dealers will sell the G80 and G90 (and other Genesis models coming in a couple of years).

The transition is a little awkward, and it is not 100% clear how and when it will occur.

Concierge Service has been provided for the Equus, and all future Genesis Motors vehicles. It involves (among other things) picking up your car for service at your home, and returning it when you are done. I am not sure what the actual requirement is for a loaner.

 

[turnne]

My Salem, OR Hyundai dealer, Withnell Hyundai, announced to me that they were no longer providing loaner cars, which are an essential element of Concierge Service. Their explanation is that they have decided not to become a Genesis dealer, which would require major remodeling and maintaining a 14 car inventory. They are willing to work on my Equus, but no loaner car.
Called Hyundai Customer Service and they have referred me to a dealer in Portland (Dick's Hyundai) who will provide Concierge Service.
Withnell implied to me that the new Genesis dealerships have assumed all Concierge Service obligations, which just isn't true.

I understand there are more than a few dealers foregoing the Genesis "program" due to the high initial cost and the fact that some dont see the end game profit

However....I still think my dealer provides loaner cars for any Hyundai car serviced there

Warren

 

[Rey]

Hyundai dealers are independent businesses. I suspect their franchise agreement with Hyundai does not cover the subject of requiring loaner cars. My point is that your experience will vary.
For instance, my dealer here in Salem, OR at one time gladly provided loaners for Genesis and Equus owners. They have abandoned this practice.
Had major transmission problem in Santa Fe, NM with my '12 Genesis RSpec in May 2013. Dealer refused to provide a loaner saying "not their policy". Rented a car from Enterprise at dealer's rate. As the repair dragged on, Hyundai itself stepped forward and paid for car rental.

 

[DubbuD]

Sounds like shitty service, find a new dealer.

 

[Mark_888]

Hyundai dealers are independent businesses. I suspect their franchise agreement with Hyundai does not cover the subject of requiring loaner cars.

That is definitely true. I don't know of any direct competitors (Toyota, Honda, etc) that are required by the manufacturer to provide loaner cars.

But for the Equus (and the new Genesis brand), they are required to provide concierge service, which involves picking up your car, doing the service, and returning the car. Not sure if a loaner must be provided if you drive the car to the dealer instead of them picking it up, but I would suspect dealers would agree to that in most cases.

I think one problem is that some customers demand the same or nicer car for a loaner as they own. Personally, I have driven so many rental cars for business travel over the years, that it doesn't bother me to drive a cheaper car occasionally, so I wouldn't even mind a 2-3 year old used car as a loaner.

 

[Richard Ft. Lauderdale]

I have always contacted the guy that sold me the car and he has brought the loaner and picked up my car. I called about getting an oil change recently and a recall updated and he told me he can no longer keep up with the demand so Rick Case, Ft. Lauderdale has outsourced to "Red Hat" service to provide the service. Red Hat called yesterday to tell me they will pick up the car next week and leave a loaner.

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