Eddie Tourelle’s Northpark Hyundai

[JackT]

So I opened a case with Hyundai due to OTA not working - actually I called with questions they answered and assigned me a case number. During the conversation they mentioned a campaign recall for our exterior door handles. So today, still no OTA update and I called them back and they said I could make a service apt. for both issues with the above dealer because our local dealer where we bought the car couldn’t help. Made apt. with national rep., but he told me to call the dealer to arrange for loaner and pick up. He gave us 1st available apt - December 30th! When I called dealer I was told they don’t have a valet service and it was too far out to reserve a car IF we are even able to get one at all…. Was told that someone would call us 2 weeks before apt. to advise.

So much for premium white globe valet concierge service….. A little disappointing. Can’t imagine we are once again faced with the possibility of taking 2 cars to a dealer an hour away so we can have a ride home. Then have to it all over again to pick car up…. I hope not!

We were originally told the further out you make your appointments, the better the chance of a loaner. Today we were told it was too far out and they couldn’t tell us what or if any would be available…..

 

[JackT]

Car has been in the dealer shop now for 9 days and not one call, text, email or update on repairs. Not good concierge white glove premium service experience! AND, no service loaner - was told thats for recalls, TSB work only.

 

[EdP]

Car has been in the dealer shop now for 9 days and not one call, text, email or update on repairs. Not good concierge white glove premium service experience! AND, no service loaner - was told thats for recalls, TSB work only.

That is BS. My dealer always gave me a loaner. One time they did not have one so they sent me home in an Uber and had me picked up the next day. That was for a tire issue, not even a Genesis related problem.

 

[steveinarizona]

So I opened a case with Hyundai due to OTA not working - actually I called with questions they answered and assigned me a case number. During the conversation they mentioned a campaign recall for our exterior door handles. So today, still no OTA update and I called them back and they said I could make a service apt. for both issues with the above dealer because our local dealer where we bought the car couldn’t help. Made apt. with national rep., but he told me to call the dealer to arrange for loaner and pick up. He gave us 1st available apt - December 30th! When I called dealer I was told they don’t have a valet service and it was too far out to reserve a car IF we are even able to get one at all…. Was told that someone would call us 2 weeks before apt. to advise.

I am confused. Why was your local dealer from whom you purchased the car unable to help you? Why was Genesis corporate sending you to another dealership?

 

[JackT]

That is BS.

Thats exactly what i think!

 

[JackT]

I am confused. Why was your local dealer from whom you purchased the car unable to help you? Why was Genesis corporate sending you to another dealership?

Theres been a local shake up of dealership owneeship here layely. The bohn brothers sold all,rheir delaerships which included hyundai of metairie where we bought the genesis. New owner either turned down the genesis part of it, was taken away, not included in his buyout. Story depends on who you ask. Bottom line , mow no genesis delaer in new orleans metro area. Closest 1 hr away, next one 1.5 hr in baton rouge.

 

[steveinarizona]

Since the new dealer didn't sell you the car it doesn't have to offer you valet service. But Genesis changed your situation by losing/cancelling its dealership in your town. So I think your big beef has to be with Genesis corporate and they need to arrange the loaner car for you (even if they pay the dealer to do it).

On the other hand I have not heard of a campaign regarding the exterior door handles nor do I remember seeing anything about it in the forum.

 

[JackT]

Since the new dealer didn't sell you the car it doesn't have to offer you valet service. But Genesis changed your situation by losing/cancelling its dealership in your town. So I think your big beef has to be with Genesis corporate and they need to arrange the loaner car for you (even if they pay the dealer to do it).

On the other hand I have not heard of a campaign regarding the exterior door handles nor do I remember seeing anything about it in the forum.

I talked to both corp and dealer. Both not helpful and full of usual bs excuses.

 

[JackT]

So I think I got my cars mixed up! Original post re: GV80 Coupe, 2025, bought from Hyundai of Metairie - no longer there, dealership sold. Was originally told no loaner, no pick up service. Was told by dealer to make an apt, which we did and had to wait 6 weeks for apt and to call about 7 days out to see if loaner could be arranged. we called and told no loaner. went round and round with them - Eddie tourelle's in covington and genesis NA. Finally given loaner. Work done, all good, except that I had to raise such a big stink that maybe they are not pleased with me anymore. EVEN after the 10's I gave them on the purchase reviews of out new 2025 G90. They said it was important to get all 10's and it was a serious matter if they didnt. My salesman even said his salary depended on getting all 10's. So, evening got glowing reviews on Genesis survey and Google and I received thanks from them. They were very helpful and promised the world and said how different things were with their dealer and genesis. I fell for it - my mistake - after already been through Porsche, Audi, BWM, etc.... Genesis must know there's some funny stuff with the surveys because there is even a question on the survey asking if anyone has asked you to give a good review....

Now it's the 2025 G90 I bought from Eddie Tourelle's in the shop 10 days now with no call or update from Eddie Tourelles. They picked up the car, but did not leave me one - they said none available. I have a case open with genesis for this one too - No TPMS menu available, no HD data, voice commands not working - non responsive and connected services would not reconnect. They refused to trouble shoot the TPMS issue or even check the sensors. Ive been round & round with case worker who finally told me all they could do was suggest that I make an apt with dealer - which I had been trying to do, but whom told me that they would not give a loaner until I had a diagnosis but I could not get a diagnosis until I had an apt.... They would not take me until today actually - this was weeks ago. I told them that the service manager had said that he didnt need to see the car because they didnt know how to fix it but was aware of the no TPMS issue. Id shown the issue to my sales guy, sent him videos and even uploaded the files to genesis via case contact file upload area on their site ( since have been told by case worker that she was unaware of any files).

Round and round - its been a cluster****.......

Bottomline is that they just tell you a bunch of BS and write you off.

Oh, and about 3 days ago the case worker called and I tried to conference her with the GM who had picked up my car to take I to the shop and I botched the call. BUT, the GM did answer and said, oh, sorry , just getting back form a meeting. Let me call you back. I said ok.

Well, 3 days, SURPRISE, no call.

Glad I leased and sorry for mixing up the cars above....

 

[EdP]

Thats exactly what i think!

Assuming you are original owner

[td]

Program Coverage Summary​

[/td]​

[td]

Complimentary Services​

[/td][td]

Service Valet​

[/td][td]

Complimentary Loaner Vehicle​

[/td][td]

Maintenance​

[/td]​

[td]

Original Owner Or Lessee​

[/td][td]

Yes​

[/td][td]

Yes​

[/td][td]

Yes​

[/td]​

[td]

Subsequent Owner or Lessee​

[/td][td]

Warranty Only​

[/td][td]

Warranty Only​

[/td][td]

Warranty Only​

[/td]​

Genesis Service Valet Maintenance | MyGenesis

On your next complimentary maintenance appointment use Genesis Service Valet for your convenience.

owners.genesis.com

______________________________

Help support this site so it can continue supporting you!

 

[JackT]

Assuming you are original owner

[td]
Program Coverage Summary

[/td]
[td]
Complimentary Services

[/td][td]
Service Valet

[/td][td]
Complimentary Loaner Vehicle

[/td][td]
Maintenance

[/td]
[td]
Original Owner Or Lessee

[/td][td]
Yes

[/td][td]
Yes

[/td][td]
Yes

[/td]
[td]
Subsequent Owner or Lessee

[/td][td]
Warranty Only

[/td][td]
Warranty Only

[/td][td]
Warranty Only

[/td]​

Genesis Service Valet Maintenance | MyGenesis

On your next complimentary maintenance appointment use Genesis Service Valet for your convenience.

owners.genesis.com

What is [/td] ??

I am original owner

 

[EdP]

What is [/td] ??

I am original owner

Something added after posted. When I pasted it, the text looked just like the website but evidently the formatting di not transfer the same.

 

[JackT]

Something added after posted. When I pasted it, the text looked just like the website but evidently the formatting di not transfer the same.

so I just heard form my case worker - still no loaner and they cannot fix the tpms so far. Im not sure anyone has even looked at the car really. All they've done for sure is reconnect the connected services.....

 

[JackT]

So, you cannot even make this stuff up! It's like a bad dream. In short - yesterday I called Genesis NA to get the CS email & then I drafted an email to case worker, CS, sales gm & dealer Gm & sales guy summarizing all the BS. BUT, before I hit send, I decided to call the Sales GM & go over the issues. He was just like he was before the sale - sympathetic, listening , said I need a loaner - offered to get me one ASAP - I said no , in the evening would be fine as he told me he lived in the same area as the GM and they would get me one on their way home. I told him we weren't going to be home but he could leave the car & drop the keys in the mailbox as it goes straight into the house. He agreed. Promised to get w/ service manager & find out whats going on & get back to me. Later he and service manager called me & went over the whole thing - told me HD data is not an available option in my area - " its a CA thing probably " they said, they got my connected services working by putting the car in dealer mode & resetting the modem & that they were unaware basically of the no TPMS menu.... I explained the TPMS problem and asked the service manager if he my case number and if he talked to the case worker like I was told by her. He didn't have any case number and he said he'd never heard form any case worker. Gave him some more detail and he promised to go to the car with the head tech & check it out &keep me posted. Wow - I thought , great!

Got home about 830 last night, and , surprise, no car was left. I called the sales gm on his cell, no answer. Left him a message. I then called the GM on his cell. No answer. Left him a message. About 10 minutes after that the GM called & said he knew nothing about about dropping off a car & that the GM told him I didn't need one, or something similar. He said as far as he knew everything had been taken care of. BUT, he said he did have a car at his house and he brought it over.



Im officially done with all the BS & lying. What a shame......

PS - forgot this.... Not sure if this was some kind of joke because the issue im having is with a missing TPMS menu. But, here's the 1st thing that lit on the loaner when I moved it last night! REALLY !?!

 

[JackT]

That is BS. My dealer always gave me a loaner. One time they did not have one so they sent me home in an Uber and had me picked up the next day. That was for a tire issue, not even a Genesis related problem.

As a follow up, doing a little reading trying to figure out a light on the dash snd came across the following:




Too bad corporate or the dealer wouldnt adhere to whats supposed to be included as part of the “Genesis experience.”

 

[SoCalG90]

Dang, you are really getting shit on. Sorry about you having a crappy dealer as well as having to deal with Genesis customer service. You should write a letter to the Hyundai/Genesis CEO in S Korea and tell them what is up. Doubt they will do anything because "each dealership is independently owned". Wouldn't hurt.