Genesis Loaners...This looks bad

[tompass]

Had my dealer put in writing that the valet service and loaner will be provided and I am 100 miles away. Ordered car has not arrived at dealer so they flat bedded a loaner right to my front door.

 

[jaymatt]

Had my dealer put in writing that the valet service and loaner will be provided and I am 100 miles away. Ordered car has not arrived at dealer so they flat bedded a loaner right to my front door.

Not sure I understood that correctly. They sent you a loaner to use while you wait for your car to be delivered?

 

[tompass]

Yes a '19 Sonata. Downside is that I do not yet have an ETA or Vin#. Telling me there is a car that meets my specs on a boat coming from S. Korea. Asked yesterday to have them find an 3.3 AWD Advanced with Prestige package and cancel the Sport. Have not yet gotten a definitive response.

 

[tompass]

Received Vin and car being delivered next week.

 

[Toddasaurus]

Received Vin and car being delivered next week.

Show us pics when you get it!

 

[tompass]

You bet!

 

[canucklehead604]

^ sounds like a good deal for you. if i read correctly you are getting a complimentary loaner while you await delivery of your ride. that's pretty sweet, and contrary to this thread topic. nice work!

 

[jahjr2002]

If this becomes the norm (i.e. local dealers not following through on corporate policies promised as part of the sales process), Genesis is NOT going to succeed as a luxury car brand. Especially in major markets like Houston. I am lucky that I have a good local dealer with excellent service (and have posted about it) but if that is the exception rather than the norm Genesis is going to lose their repeat customers. Having a great product is literally only half the battle in the luxury car market.

I bought my 2000 G80 a little over a year ago and it was the last one they had as a Hyundai dealer and there are not going to be a Genesis dealer. They did promise me that they would honor the Genesis complimentary service program. When I went in for my first oil change they did not want to honor it so I called Genesis and they set up a reimbursement for me.
I then spoke to the general manager at the Hyundai dealership and after some Lively discussion he agreed to provide me with three free oil changes
I just had the second one and he honored his word. The nearest Genesis dealer to me is 52 miles away in Highland Indiana. I found out that the owner of the Hyundai dealership where I bought the vehicle as well as about 8 or 10 others dealerships he and his father own and who is a former employer and a friend of mine decided that the price of being a Genesis dealer wasn't worth the amount of Genesis' they were selling. I'm told it was around $1,500 a month. I think they're making a mistake and being short-sighted what with the new G70 and all coming out.
I have yet to visit the dealership that's 52 miles away from me yet and I have one more free oil change coming so we will see. I absolutely love this car but I sure wish we had a local dealer in the town I'm about a hundred thousand where I live.

 

[jahjr2002]

Regarding the post above, I forgot to mention that when I call the dealer that's 52 miles away from me, they certainly will not provide a loaner car for just a service ie oil change this rather flies in the face of Genesis' promises of complimentary maintenance and loaner car and or pick up Etc.

 

[Mcc]

Regarding the post above, I forgot to mention that when I call the dealer that's 52 miles away from me, they certainly will not provide a loaner car for just a service ie oil change this rather flies in the face of Genesis' promises of complimentary maintenance and loaner car and or pick up Etc.

I would call customer service and let them know or they will never find out. Do they never provide loaners or just not to you.

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[EdP]

Regarding the post above, I forgot to mention that when I call the dealer that's 52 miles away from me, they certainly will not provide a loaner car for just a service ie oil change this rather flies in the face of Genesis' promises of complimentary maintenance and loaner car and or pick up Etc.

The fine print is something like 1 hour or 50 miles for concierge service. If you take the car in will they give you a loaner during the service? My dealer would but I chose to just wait the hour and mosey around the lot. Of course, I'm retired and have the time.

 

[tompass]

Show us pics when you get it!

Of course tried entering the VIN and car does not exist. Hopefully because still on the slow boat from S. Korea...

 

[OMG70]

The fine print is something like 1 hour or 50 miles for concierge service. If you take the car in will they give you a loaner during the service? My dealer would but I chose to just wait the hour and mosey around the lot. Of course, I'm retired and have the time.

I wonder if he could get away with driving 2-5 miles closer to the dealer and having them pick up the car from a Taco Bell parking lot or something

 

[danygenesis]

I wonder if he could get away with driving 2-5 miles closer to the dealer and having them pick up the car from a Taco Bell parking lot or something

That would be a fair solution.

 

[idlemind]

So far the dealer that did answer their phone is working with me and seems to be "good".

I liked the original dealership I got the car from. So far I haven't had a poor experience until now but this is also the 1st service experience I've had.

Bought the car at Genesis of Southwest Houston.

Genesis of West Houston refused to call me back or answer the phone.

Genesis of Northwest Houston seemed very glad to help me out.

That kind of lines up with my experience. I went to the West Houston dealership once to look at purchasing a car, maybe even two. I walked that entire lot, and the showroom. I had to have been there for at least 30 minutes. I was sitting in the cars, under the hood, looking at brochures. I did not get approached by a single person my entire time there. So I got back in my car and left. When I got home I wrote Hyundai a nice letter letting them know about the lack of customer service at that location. On another day I went to the NW Houston location. I got much better service from them. I let the salesperson, and the manager there both know how much better their service was than the W Houston location. The NW location has gone through a few managers since then but so far all of my experiences there have been good. If the SW Houston location is the one near 610 & Kirby I've gone there also. I got OK customer service when I went to visit them. Now the dealer on 59 near Beltway 8 was just as bad as the one at the W Houston location. I didn't get any type of customer service there after again, walking their lot and showroom floor. My mother was with me that day. She said maybe we should go find a sales person. I said no, they are the ones that want to sell a car, I shouldn't have to go looking for someone to say hello to me and acknowledge that we're here. I will not buy a car from either of those two locations.

 

[EdP]

That kind of lines up with my experience. I went to the West Houston dealership once to look at purchasing a car, maybe even two. I walked that entire lot, and the showroom. I had to have been there for at least 30 minutes. I was sitting in the cars, under the hood, looking at brochures. I did not get approached by a single person my entire time there. So I got back in my car and left.

I've had both experiences, both happened to be GM brands in different towns. One dealer ignored me and I left. Found the same car at another dealer and bought it. There is a Chevy dealer in town. I was afraid to even walk slow down the street it was on because you would get pounced on. I never would stop and look at one after the first attack.

Sunday, when they are closed, was always a good time to search out cars on the lots. Incredible how some sales people treat potential customers. Say hello, then let me look.

 

[Throat Yogurt]

That would be a fair solution.

Plus, tacos.

 

[mkozlows]

So I went to schedule my first service. The valet service is available, and helpfully they can pick it up from my house at either 10 AM or 1 PM on any workday, aka basically the times I'm guaranteed not to be at home. So that's totally useless, an utterly worthless "service" that they shouldn't even be advertising.

Service #2, and thanks to some holiday vacation time, I actually would be home today, so I scheduled a 1:00 appointment a few weeks ago. Got a confirmation email, and multiple reminder emails, including one yesterday.

When they hadn't showed by 1:30, I called the dealership, and they're all, gosh, no, we have no record at all of this appointment, but we can make one for you tomorrow, and btw, we only pick them up in the morning, we'll give you a window between 8:30 and 10:00 AM.

Love the car, but the service experience is hot garbage.

 

[50jae]

Service #2, and thanks to some holiday vacation time, I actually would be home today, so I scheduled a 1:00 appointment a few weeks ago. Got a confirmation email, and multiple reminder emails, including one yesterday.

When they hadn't showed by 1:30, I called the dealership, and they're all, gosh, no, we have no record at all of this appointment, but we can make one for you tomorrow, and btw, we only pick them up in the morning, we'll give you a window between 8:30 and 10:00 AM.

Love the car, but the service experience is hot garbage.

Did you call the dealer or book it online? Hyundai and Genesis both suck balls with their online appointment scheduling as it's almost never synced with their actual service scheduling database. I find calling the dealer directly is the only fool-proof method, and I've had mine scheduled without any delays for 2 different services at different dealers.

I do wish that a stand-alone Genesis dealer opens up here this year.

 

[tarhoosier]

At my preferred dealer the service manager gave me his card and said skip the Genesis booking. He ALSO said skip the dealer phone number since it goes to a central service for the stores owned by the dealer ownership and is many miles from the dealer I prefer. Just call him was what he said.