Valet Service

[Fgpalmer71]

You don't have any Genesis vehicles so your experience is not relevant to this discussion about Genesis in general. Sounds like something your dealer told you which they are not following through on which of course they should be.

Proper etiquette dictates that the OP generally defines what's relevant to their posts.

To the OP, good luck with your struggles. I applaud you for be unwilling to accept a level of service which others seem to willingly accept! I fully understand the situation which you so eloquently laid out and hope your experience turns out to be fantastic when it's all said and done.

 

[TurtleBoy]

Proper etiquette dictates that the OP generally defines what's relevant to their posts.

No, actually logic and communication skills do that.

 

[EdP]

Genesis of Westlake is now my closest dealer. I am going to give them a try soon. Here is what they say on their website. Notice they say they provide Genesis loaners. The owners also have dealerships for Rolls Royce, Bentley, and Maserati in the same location so it seems they are service oriented. Should be very interesting

Complimentary Service Valet

Your time is irreplaceable. This makes your convenience our top priority. For service and maintenance appointments, simply request Genesis Service Valet, and we'll come to your location of choice to pick up your vehicle and also provide you a Genesis loaner to use in the meantime. Complimentary Service Valet for the first 3 years that is effortless, at every turn.
Contact
Genesis of Westlake

If they don't have a Genesis loaner available maybe they will give you a Rolls Royce for the day. I could live with it. Looking forward to hearing how you make out.

 

[PMCErnie]

Proper etiquette dictates that the OP generally defines what's relevant to their posts.

To the OP, good luck with your struggles. I applaud you for be unwilling to accept a level of service which others seem to willingly accept! I fully understand the situation which you so eloquently laid out and hope your experience turns out to be fantastic when it's all said and done.

Neither the OP, nor you have been able to state, in detail, exactly what promise was broken by the dealer. That adds up to a total lack of eloquence. Is there a written dealer promise document? Let’s see it and discuss it.

 

[Mcc]

Since the OP, as well has anyone else in this thread, has not been able to tell us what promise was broken/not fulfilled, maybe you can?

Neither the OP, nor you have been able to state, in detail, exactly what promise was broken by the dealer. That adds up to a total lack of eloquence. Is there a written dealer promise document? Let’s see it and discuss it.

Could not have said it any better than the above folks have already. A lot of talk, no facts.
Some talk about being shocked by “willing to accept much less then what was agreed upon” yet fact. One statement about not arguing semantics which to me means forget about what was actually said and let’s talk about what I wish it means.

 

[Fgpalmer71]

I numbered them and everything! I'd have used bullet points but I'm still figuring out this S10+ and I was in between meetings.

Turtle boy was correct, I don't own a Genesis. I'd be lying if I didn't admit my decision to buy the 2016 instead of a 2017+ wasn't partly due to the stories I hear about the dealership experience. A very small part, but a factor none the less. My experience with concierge service is extensive, albeit with other brands, but extensive indeed. Those past experiences have been exemplary. Again, they weren't with Genesis though. My experience with the 2010 definitely wasn't with a Genesis dealer, they didn't exist near me then. Just Hyundai. I never received a loaner. My car was never picked up by the dealer. I didn't buy it from them, I did buy the service contract from them though. My contract was worded in an eerily similar fashion to how the last Lexus was written. No actual promise of immediate service. My Lexus's were bought from the Lexus dealer that serviced them. Dealing with Lexus I had become used to the implication that service would be immediate. It always was. Without exception. I understood what the OP was saying rather easily. I understood his annoyance.

I'm sure most of you are aware that people come here for information. Not to play games. I completely understand the need to request more information from an individual in an effort to help, that's reasonable. But to tout exemplary communication skills as you request more information in such a suggestively argumentative manner seems odd. Special even. Been around for awhile and everyone has been pretty great to deal with. Any question or concern I've had has been met with appropriate responses. I get great information here. I look for that to continue.

 

[TurtleBoy]

^ What you seem to acknowledge but yet for some reason not consider essential is that you have no experience with a Genesis dealer. Your previous experiences with a Hyundai dealer are as relevant to the conversation as mine with a Ford dealer. Perhaps even less so if I'm reading your diatribe correctly and you purchased used.

I think we are beating a dead horse at this point so you can gladly have the last comment should you feel the need.

 

[OMG70]

Poor Bullseye! He just wanted to run like the wind

 

[Fgpalmer71]

^ What you seem to acknowledge but yet for some reason not consider essential is that you have no experience with a Genesis dealer. Your previous experiences with a Hyundai dealer are as relevant to the conversation as mine with a Ford dealer. Perhaps even less so if I'm reading your diatribe correctly and you purchased used.

I think we are beating a dead horse at this point so you can gladly have the last comment should you feel the need.

Thanks, I'll take it.

My valet experience wasn't with a Genesis dealer. From the OP's post I gather HIS previous valet experience wasn't with a Genesis dealer either. Based off his description of the level of service he received, or lack thereof in this case, I can compare it to my experience. I could go on and lead you to the relevance of this, but I trust in your communication skills, it's easy to follow, just like the OP's post. My experience with a different brands valet service was head and shoulders above what the OP described. Anyone who believes waiting almost a month for a valet service from your dealer is perfectly acceptable is an exceptional human being. Ghandi like even.

 

[TurtleBoy]

So I called San Tan Genesis about an air conditioning problem on my 2018 G80. I was calling today, May 3, 2019 at 5:45pm. I asked to have the Valet Service pick up the car and was told the next opening for Valet Service is May 22....

______________________________

Help support this site so it can continue supporting you!

 

[Fgpalmer71]

This is not the promise that Genesis was peddling when trying to get my business. This is not the elite service promised. Can you imagine having an A/C problem in Arizona just when the heat arrives and being told to wait basically 19-20 days to fulfill their promise? Is anyone else feeling not so “elite”?

Again, I gather the OP's PREVIOUS experience wasn't with a Genesis dealer either. I felt the need to capitalize because it was missed or misunderstood in lower case apparently. We talked about this communication thing Turtle! Goodnight to you sir. Feel free to PM me if I can further clarify anything that's been said here, I'm happy to help.

Good luck to the OP!

 

[TurtleBoy]

LOL You can keep tap dancing around but no one is going to buy it. Trying to change your position/argument now is senseless. You said that Genesis wasn't providing what was agreed upon in the OP's situation yet when questioned as to what that was ... (insert cricket sounds here). Actually that is not true, instead of crickets it was static about previous experiences with a Hyundai dealer.

Of course it would have been excellent if they could have given him valet service the next day, no one is arguing against that. What people were questioning was what exactly was the broken promise.

By the way, as the OP posted, he has no previous experience with valet services.

MB, BMW or Audi didn’t promise Valet service when I owned them, so I don’t have anything to compare it with.

I remember running across an on-line course for reading comprehension, I will see if I can find it for you.

Have a good night.

 

[Mr. Incredible]

anyone else notice the OP hasn't posted since May 9?

I understand the OP's complaint, but as I previously stated, this is an issue with THAT DEALERSHIP.

once again, dealerships are independently owned and operated and while they have to fulfill contractual obligations to the parent company, Genesis/Hyundai has zero control over how they operate their dealership.

Not having branded loaners
Not having immediate valet appointments,
Not having free coffee and donuts
Not providing some expected elite fancy my shit don't stink service and enviroment

these are DEALERSHIP ISSUES, not BRAND ISSUES.


Valet service was offered, so no promise broken there, it just wasn't offered on the OPs terms, but on the dealership availability so it is a non complaint about the brand IMO. This is clearly an issue with the expectations of the customer and the ability of the dealership to deliver being too far apart.

Loaners are complimentary and IF AVAILABLE, so no promise broken there either, to assume a dealership has a loaner for every customer that brings a car into service is asinine, if there are 50-60 cars in service there is no way a dealer will have 50-60 loaners, at most they will likely have 10..

Additionally ALL manufacturers have a requirement as to the age and mileage of those loaners. typically under 12 months and under 20K miles. That means they have to rotate that loaner inventory every year. In the case of Genesis the 2019s have had very low production numbers while this whole dealership situation gets hashed out; so it is not reasonable to expect to get a branded loaner IMO, because no dealership is going to put the limited quantities of the models they get and PAID FOR out as a loaner, they are going to maximize their profit and sell those cars, and if Genesis isn't allowing them to loan Hyundai models if they are a Genesis only dealer, at most they might have 1 branded loaner.

Lexus, BMW, MBZ, Audi, Infinity, these brands are big enough and have so much inventory it is nothing for them to grab a car off the lot and make it a loaner if they have to, Genesis isn't there yet. And yeah I know that Lexus does this, I witnessed it with my RCF, they had no loaner for me, they asked me to wait 1 hour to see if one came in, if not they would pull a car off the lot, and they did, they pulled a used vehicle, stuck a dealer complimentary decal on the back window and gave it to me, I watched them do this. As I said, Genesis isn't there yet, there is very little inventory and what they have they are not going to demote to a loaner.

I have dealt with a Hyundai dealership almost exclusively for service, they are not a Genesis dealer, are not becoming a Genesis dealer, and the only Genesis models they have on the lot are used.

However they have 2 Genesis techs onsite and are authorized to service 2017 and 2018 Genesis vehicles, and they have been more than accommodating with the valet services and loaners (though I get a Sonata, not a Genesis). For me a loaner is a loaner, I could care less the make or model as long as I have something to drive and no out of pocket expense for it.

This dealership told me straight up, loaners are limited, call and make an appointment and request the loaner at that appointment that will guaranty I get it, if I walk-in there is a 95% chance I will not get one.

When you deal with a new brand, you have to accept the growing pains of that brand.

Did Lexus do a better job of rolling out 30 years ago - yeah they did, but that was 30 years ago, the automotive industry has changed a lot in that time and you can't compare the past to the present. Might as well compare watermelons to grapefruit.

Genesis has made some mistakes, bottom line any customer choosing the brand has to ask themselves is this:

Do I like the vehicle enough to except the limitations and issues a new brand is going to have? Or would I be better suited with something I am comfortable with knowing what to expect for service and foo-foo elitist treatment.

I for one like my vehicle enough to deal with the growth issues, and since nothing at this point has been so bad as to deter that feeling, I will give them the room and time to fix their issues.

 

[PMCErnie]

Thanks, I'll take it.

My valet experience wasn't with a Genesis dealer. From the OP's post I gather HIS previous valet experience wasn't with a Genesis dealer either. Based off his description of the level of service he received, or lack thereof in this case, I can compare it to my experience. I could go on and lead you to the relevance of this, but I trust in your communication skills, it's easy to follow, just like the OP's post. My experience with a different brands valet service was head and shoulders above what the OP described. Anyone who believes waiting almost a month for a valet service from your dealer is perfectly acceptable is an exceptional human being. Ghandi like even.

We are not debating what we’d like. The debate is “what was promised.” Neither the OP, nor you, can furnish those details. Thus, no sympathies.

By the way, the OP fixed his big problem himself, probably after reading the manual.

Carry on.

 

[G-124065]

Just reading this many months later, but I've had my 2018 G8 sport since July 2017. 4 months after I bought the car, the dealership closed. Nearest dealer is now an hour away. Had multiple issues arranging valet service. As an fyi - corporate customer service takes no responsibility for individual dealer service.

My valet service expired at 36k miles, so now it's up to me to make the completely out of the way drive to get service. No way would I have bought the car if I had known the change was coming.

My feedback to others is 'love the car, hate the service'. I will be selling it within the 12-18 months (before the warranty expires).

 

[Starflyer]

...Loaners are complimentary and IF AVAILABLE, so no promise broken there either, to assume a dealership has a loaner for every customer that brings a car into service is asinine, if there are 50-60 cars in service there is no way a dealer will have 50-60 loaners, at most they will likely have 10..

I doubt there's any Lexus dealerships in the world that would have 50-60 cars in for service on the same day. I even doubt there is a Lexus dealer who has 10 "branded" loaners available for the same day.

I bought my '18 G80 back in March '18 from a Hyundai dealer who thought the dealership would be an authorized Genesis dealer or so they told me. At the time, they had about 8 vehicles on the lot, mostly G80's and a couple of G90's. I believe it was in the fall of '18 when I returned to the dealer for an oil change (I think by then they knew they wouldn't get a Genesis dealership), they still give me a free oil service along with a Hyundai loaner for the day. When the service was complete, they said I could continue to get authorized service there, but recommended I go to one of the new authorized dealers.

When i got my factory recall for the G80Sport 3.3T engine, I did call the closest Genesis dealer who did schedule me for a valet pickup, dropping off a G70 for the day and returning it that afternoon to my home.

 

[MorrisGray]

"RTFM" ?

RTFM is an initialism for the expression "read the f***ing manual". In expurgated texts, substitutions such as "read the frickn' manual", "read the factory manual", "read the flaming manual", "read the fine manual", "read the friendly manual", "read the [pause] manual" or similar variants are used.
??? If this is what was intended by "RTFM" , is it in the manual? Seems unlikely to me but I don't know.
I would rather deliver my own car to the dealer but I understand maybe some don't. And if I do buy a new Genesis , I would not mind driving anything decent as a loaner. Genesis is less expensive than top luxury brands and I understand not getting gourmet coffee and bagels along with my free services.

 

[Mr. Incredible]

I doubt there's any Lexus dealerships in the world that would have 50-60 cars in for service on the same day. I even doubt there is a Lexus dealer who has 10 "branded" loaners available for the same day.

I bought my '18 G80 back in March '18 from a Hyundai dealer who thought the dealership would be an authorized Genesis dealer or so they told me. At the time, they had about 8 vehicles on the lot, mostly G80's and a couple of G90's. I believe it was in the fall of '18 when I returned to the dealer for an oil change (I think by then they knew they wouldn't get a Genesis dealership), they still give me a free oil service along with a Hyundai loaner for the day. When the service was complete, they said I could continue to get authorized service there, but recommended I go to one of the new authorized dealers.

When i got my factory recall for the G80Sport 3.3T engine, I did call the closest Genesis dealer who did schedule me for a valet pickup, dropping off a G70 for the day and returning it that afternoon to my home.

Cerritos Lexus and Santa Monica Lexus very well have more than 10 loaners, Remember Lexus gives a Loaner to all customers regardless of warranty status, if you are having a Lexus serviced, you get a loaner, doesn't matter if it is 10 years old or 10 minutes old.

I know that Cerritos has at least 15 that I counted one day while waiting for my SA to write up my paperwork. That was what was on the lot, not counting what was in service.

I also know Santa Monica had at least as many because they had a dedicated lot that was barricaded and guarded for the service loaners. Signs stating as much and at that dealership you got your paperwork for the loaner from the cashier, walked out to the lot and a porter valeted the car up to you, at drop off you returned it to the porter at the same lot.

Cerritos would have 35 plus vehicles in service on any given day easy, they had 5 lanes that accommodate 7 cars per lane and on a Monday at 7am all lanes would be full bumper to bumper and spill over into the used car lot with people waiting on the Porters. I made the mistake of making a 7am Monday appointment once. The service area is 12 bays, usually all full

While I have never been to Longo Lexus, my old Director got his Lexus there and I know his experience was similar.

Having worked as a tech at both Chrysler and GM dealerships in Los Angeles in the 1990s and early 2000s, I can tell you that yes it is very possible to have 50 plus cars in service on a given day.. Average is usually around 15-20 for service (oil changes and the like), and 8-10 for warranty work (major repairs).

 

[Starflyer]

Cerritos Lexus and Santa Monica Lexus very well have more than 10 loaners, Remember Lexus gives a Loaner to all customers regardless of warranty status, if you are having a Lexus serviced, you get a loaner, doesn't matter if it is 10 years old or 10 minutes old.

I guess I was referring to dealerships in general and NOT major Lexus dealers such as the LA area.

 

[Starflyer]

"RTFM" ?

RTFM is an initialism for the expression "read the f***ing manual". In expurgated texts, substitutions such as "read the frickn' manual", "read the factory manual", "read the flaming manual", "read the fine manual", "read the friendly manual", "read the [pause] manual" or similar variants are used.

Reminds me of a company I used to work for that had initial and recurrent training along with tests. The instructor would advise before handing out the test sheets to "RTFQ". If you can't figure out the "Q", there's no hope for you. I personally like "FPC".