Has anyone bought a new Genesis and was told that they would get a Genesis loaner when they came in for factory service and was later denied?

[3rd Genesis for me !]

I have owned three of them one coupe bought new at Rick Case Davie. Two sedans because of loaner cars from previous dealer work. My newest was purchased used with only 11458 miles on it. So I go to Rick Case for service they were great previously. Now they tell me the Genesis loaner cars are only for G80 customers! As if my loyalty to the brand and all the money I've spent on these cars mean nothing at all. NEVER MIND I WAS SOLD MY OTHER GENESIS'S WITH THE UNDERSTANDING I'D GET A LOANER GENESIS FOR FACTORY SERVICE WORK! HAS ANYONE ELSE HAD THIS PROBLEM AND HOW DO I GET THEM TO HONOR IT?

 

[Mr. Incredible]

not sure what you are asking?

New Genesis 2017-Current G70/G80/G90 owners get a loaner when the vehicle is serviced, IF a loaner is available, For 2017-2018 we can go to either Hyundai or a dedicated Genesis Dealership and if a loaner is available we get one, no dedicated Genesis dealership near me, so I use a Hyundai and I have received a G80, Sonata, and Santa Fe as loaners.


2019 Forward can only be serviced by a dedicated Genesis Dealership for warranty work and they would receive a loaner, again if available.

the caveat is IF A LOANER IS AVAILABLE. if there isn't one, you aren't getting one. I always call to schedule my appointment and I make sure to tell them I will need a loaner so one is reserved, haven't had an issue there. The one time I did a "walk-in" there was no loaner available, but the shuttle did take me to work and come pick me up later in the day, but it has a 5 mile limit.
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I don't believe a dedicated Genesis dealership will service a 2015-2016 because it is a Hyundai, not a Genesis as far as warranty is concerned.

and while I can't speak for Hyundai or Genesis on the matter, I have owned nearly 100 cars in 35 years and I have never been given a free loaner for a used/cpo/pre-owned vehicle, only new where I was the first titled owner, which may include dealer demo or promotional vehicle purchases.

 

[Mcc]

and while I can't speak for Hyundai or Genesis on the matter, I have owned nearly 100 cars in 35 years and I have never been given a free loaner for a used/cpo/pre-owned vehicle, only new where I was the first titled owner, which may include dealer demo or promotional vehicle purchases.

very nicely said, much better than I would have done. And with no caps!

 

[Nikhil Malhotra]

On my 2015 Hyundai Genesis Sedan aka G80 - i have only got a loaner once . That was the time the Hyundai Dealer was going to keep the car for a week .

Hyundai Service Department raise eyebrows when you mention "loaner" . They are usually happy to just get you a Uber back home , and you figure out how to come back and pick your car.

 

[Mr. Incredible]

On my 2015 Hyundai Genesis Sedan aka G80 - i have only got a loaner once . That was the time the Hyundai Dealer was going to keep the car for a week .

Hyundai Service Department raise eyebrows when you mention "loaner" . They are usually happy to just get you a Uber back home , and you figure out how to come back and pick your car.

and in that situation I would think it is on the dealer to cover the loaner not on Hyundai.

A manufacturer will reimburse for the cost of the loaner via a warranty claim from the dealership IF their warranty states the customer gets a loaner.
Otherwise the cost of operating the loaner is on the dealership.

Case-in-point Chevy does not cover loaners PERIOD, on new or used, doesn't matter if it is a $13K Aveo or a $100K Corvette ZR-1 However there are several Chevy dealerships I have used over the years that feel it is their responsibility to provide a loaner to their customers who purchase new vehicles from them. One of those dealerships used the Enterprise Rental company next door, the other used pre-owned GM vehicles on their used car lot. I always got a loaner for warranty work. never for service/maintenance work.

Genesis as a brand is having some growing pains. All Tier 1 Luxury Makes provide loaners, and not just "if available" Lexus will pull a base model off their new car lot if they don't have a loaner available, just to be sure that their customer isn't left hanging.

While I can understand with the limited inventory Genesis dealerships might not do that, they should be sure to have alternate means available, even if it means they have to call Hertz or Enterprise.

But again, for Pre-owned or CPO, I have never seen any make provide a loaner, even Lexus except when the customer purchased their highest level extended CPO warranty that includes a loaner in the verbiage.

 

[EdP]

NEVER MIND I WAS SOLD MY OTHER GENESIS'S WITH THE UNDERSTANDING I'D GET A LOANER GENESIS FOR FACTORY SERVICE WORK! HAS ANYONE ELSE HAD THIS PROBLEM AND HOW DO I GET THEM TO HONOR IT?

That may be a dealer promise. Did you get a free lunch too?

 

[Markymark]

Wow, this is a good thread. After hearing y'alls experience, I wanted to share my experience with Wolfchase Hyundai in Memphis.

I took the car in for what was expected to be a 2 hour repair, and I made sure there would be a loaner available. The dealership provided a loaner through the entire 5 weeks my car was in the shop. I didn't get a Genesis, just a couple of Santa Fe's and a Tucson. But it sounds like they did a pretty decent job compared to other Hyundai dealerships, all things considered.