No Loaners for Warranty Repairs - really?

[maloy]

My G70, which now has just over 36,000 miles (3 years old) has had multiple warranty repairs now, and I have a feeling this trend will continue. After the most recent repair, the Genesis dealership told me that they will no longer provide a loaner vehicle to me for future warranty repairs, since I am now outside the Complimentary Maintenance period. This does not sound accurate to me. Has anyone encountered this, and knows if this is a specific dealership policy or if Genesis requires them to provide loaners throughout the warranty period?

I would also add, that this and other Genesis locations near me never really honored the Valet service for maintenance, and usually required me to make an appointment at least a month out if I wanted a loaner. I really like the G70, but I think I echo most people's opinion that the dealership experience is far below expectations compared to any other luxury brand. I had a Mazda, Infiniti and Lexus before, and the service at all levels was so much better it wasn't even a direct comparison. Genesis can be a price leader which will attract sales for now, but in the long-term they will lose a good chunk of core customers. Most Kia/Hyundai dealerships are simply not capable of properly managing a premium product line.

 

[Jhon]

Who is your dealer? Let us know who to avoid...well if you have an option. This has been an industry problem with lack of cars on the lots, but I though it has lightened up a bit. Lots of complaints on this forum about this issue as well as just getting the service dept to answer the phone. I have one of the lucky ones with a good dealership... So far.

 

[EdP]

My G70, which now has just over 36,000 miles (3 years old) has had multiple warranty repairs now, and I have a feeling this trend will continue. After the most recent repair, the Genesis dealership told me that they will no longer provide a loaner vehicle to me for future warranty repairs, since I am now outside the Complimentary Maintenance period. This does not sound accurate to me. Has anyone encountered this, and knows if this is a specific dealership policy or if Genesis requires them to provide loaners throughout the warranty period?

On the Genesis web site:
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.

From the Genesis Owners web site:
Your new Genesis comes with a complimentary three-year subscription to Service Valet.

That said, my car is 5 1/2 years and they gave me a loaner for a couple of days. The loaner was a Mustang from Enterprise billed to the dealer. In the end, I'msure I paid for it.

I never saw anything that the dealer is required to do it.

 

[G-739992]

On the Genesis web site:
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.

From the Genesis Owners web site:
Your new Genesis comes with a complimentary three-year subscription to Service Valet.

That said, my car is 5 1/2 years and they gave me a loaner for a couple of days. The loaner was a Mustang from Enterprise billed to the dealer. In the end, I'msure I paid for it.

I never saw anything that the dealer is required to do it.

I am not even talking about Valet service or loaners for routine service, I can easily do without it. I mean getting a loaner when there are legitimate multi-day warranty repairs done on the car within the warranty period.

 

[EdP]

I am not even talking about Valet service or loaners for routine service, I can easily do without it. I mean getting a loaner when there are legitimate multi-day warranty repairs done on the car within the warranty period.

AFAIK, that is up to the dealer. Never saw a requirement.