Dealership says they don't do loaners?

[mks0031]

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?

 

[MrMegadeth]

A year ago, in Houston I had to call 3 dealers to find one who would provide them - even the dealer I leased from (who promised they did it when I signed the paperwork) refused.

Now, all the dealers seem to.

 

[P Wizzay]

They got dropped off by a Lyft, took the car and left me without one...

 

[Andy111]

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?

Terrible for brand building! Anything to do with Covid?

 

[Richard Mississauga]

Terrible for brand building! Anything to do with Covid?

Nope. Everything to do with $$$$$

 

[ReneL]

In my area in No Ca it now seems hit and miss. I have a 2017 G80. During the first two years I had no problems getting the full benefit of the concierge services, including valet with loaners. However during this last year, that dealer no longer provides full concierge service because they are no longer a Genesis dealer. The closest Genesis dealer is now about an hour away. They did provide valet with a loaner but i thought they seemed a bit grumbly about doing so. So I wonder if the remaining Genesis dealerships are none too happy all around. Recently, because my G80 lease is almost up, I've been browsing a bit looking to see if I want to upgrade to a 2020. The salespersons at a few dealerships seem pretty bland and unmotivated. Makes me question what's going on.

 

[Andy111]

Nope. Everything to do with $$$$$

You may be right but don’t think you can respond for an Alabama post from Canada.

 

[Richard Mississauga]

You may be right but don’t think you can respond for an Alabama post from Canada.

Shall I get my US passport out?

 

[EdP]

You may be right but don’t think you can respond for an Alabama post from Canada.

Correct. He should have said it is about the loonies, loonies, loonies.

 

[Richard Mississauga]

ahem............. the correct symbol for Canadian currency is $ (or sometimes CAD - but that has other meanings also).

Besides, the correct nomenclature for Canadian two dollar coins is Toonie - which complements the terminology for Canadian one dollar coins which is in fact Loonie.

Next time I will specify sawbucks, greenbacks, moolah and/or bucks, to accomodate any further language issues.

/end language lesson for today

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[Andy111]

Shall I get my US passport out?

Sorry (being a polite Canadian) - didn’t realize you have American citizenship - just sayin’... still looking for poster’s response.

 

[Richard Mississauga]

Sorry (being a polite Canadian) - didn’t realize you have American citizenship - just sayin’... still looking for poster’s response.

No worries............ lots of Canadians go both ways








wait,



that doesn't sound right.

 

[joschneider]

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?

you should be getting a loaner no matter what. Is this dealership you are getting service at an actual Genesis dealer or are they a Hyundai dealer masquerading as one?

 

[Mr. Incredible]

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.

 

[Sparty21]

I just bought a 2017 G80, I have only had it for a couple of weeks (Carmax had it for the first month of ownership while they screwed around getting rotors replaced at the Genesis dealership). I noticed coolant leaking from the water pump after trying to find the source of a burning coolant smell. I called the local Hyundai dealer in town who said they don't do Genesis warranty work. I called the nearest Genesis dealer, who didn't answer or return my voicemail, around 40 miles away. They did call back after I scheduled an appointment on their website. They told me no loaner but they could rent me a car for a really good deal of $40/day. I am coming from a BMW where loaners were not an issue. I am extremely disappointed with this brand related to this. One, I was under the impression the local Hyundai dealer could do warranty work (my fault for not verifying before I bought it) and second, I would expect loaner cars on a luxury brand and the Genesis website seems to infer that is a service offered. It is a complete pain, it's not easy to have someone pick me up when its 40 minutes from home or work. The whole process of buying this car has been terrible to start. At lot of it due to Carmax, but this is one more thing to add to the list, bad rotors that took a month to replace, carmax broke windshield while they had the car, that is being replaced on Monday paid for by Carmax, and now a leaking water pump. All on a 2017 with 34,000 miles. At this point I wish I still had my 2013 BMW with over 100k miles on it which was less of a headache.

 

[PFWiz]

From the Genesis website:

"You may never set foot in our service center. With complimentary Genesis Service Valet* for 3 years or 36,000 miles, we’ll perform a remote diagnostic check, pick up your vehicle, send a Courtesy Replacement and return your Genesis when it’s ready. "

Genesis

Vibrant luxury vehicles and experiences crafted around what matters most. You.

www.genesis.com

Pretty sure they owe you a loaner....

 

[tarhoosier]

Free service for first 3 years and 36k miles and valet service/loaner is for original owner only I believe. Loaner and valet could be provided if dealer is willing but not expected/required/obligated

 

[mks0031]

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.

 

[Mr. Incredible]

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.

they have killed themselves already if this and some of the other Genesis boards are any indication, Forums make up about 10-15% of the total vehicle owners and when 50% or more of the forum members/owners are complaining about the same crap all the time, you can bet the other ~80% of the unspoken owners are feeling the same, and Genesis shows no interest in fixing the issues.

as I said, love the car, but frustrated as hell with the inconsistencies and overall attitude of the dealer network, I'm lucky in that I have a 2018 and found a Hyundai Dealership that understands what service is about.

I would NOT even consider a post 2019 Genesis at this point, because they can only be serviced by "Genesis" and the nearest "Genesis" dealer being over 40 miles away and complete ass-hats for the 2 encounters I have had with them.

I am on the fence of what to do after my lease, I need a comfortable daily driver and I will be buying a 2022 C8 Convertible, which will not be a daily driver.

Personally I am considering going to the dark side and getting the new Sonata or the new TLX S-type both are FWD, but I know I will get treated well by the Hyundai Dealership I am using now for the G80, and the Local Acura dealer is also outstanding in the service dept. from what I have heard.

The end of the day question for me will be which is a more comfortable vehicle for commuting.

Genesis lost me with the $15K bump in price on the G80, the lack of a Sport option, and the constant issues with Dealership service and misinformation their dealer network seems to be plagued with.

 

[EdP]

Personally I am considering going to the dark side and getting the new Sonata or the new TLX S-type both are FWD, but I know I will get treated well by the Hyundai Dealership I am using now for the G80, and the Local Acura dealer is also outstanding in the service dept. from what I have heard.

The end of the day question for me will be which is a more comfortable vehicle for commuting.

Genesis lost me with the $15K bump in price on the G80, the lack of a Sport option, and the constant issues with Dealership service and misinformation their dealer network seems to be plagued with.

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.