Valet Service

[GNM]

Has anyone had an issue with the VALET SERVICE? Last week I opened the Genesis App…I scheduled an appointment to have my brakes checked.
I was able to secure an 8:30 am time slot. Also requested a loaner vehicle.
At 9:20… I contacted the dealership, spoke with Adam the person who is in charge of Valet Service….
He had no appointment scheduled with my vehicle. He asked if I made the appointment on the Genesis App …which I replied YES…he said…YEAH. THAT DOESN’T WORK…
So then he asked where the car was to be picked up from, again NO..it’s only a ten mile radius.
To which I respond…I was told a THIRTY MILE RADIUS..
So he says I can make another appointment and schedule that service.
Which he then informs me he can’t guarantee me a loaner vehicle.
I’m shocked!
So you spend $68,000.00 plus on a vehicle….and the brakes need to be serviced…and you will sit in their waiting room for hours….
No mind you….the vehicle was purchased in October 2022!
Help?
Suggestions?

 

[DaleNet]

Really no recourse for this issue. It is up to the dealer. Some will say no loaner because they have no Genesis available. Some will give you an alternative vehicle (Hyundia or such) but Genesis does not force dealers to provide loaners or valet service. If you check, there is a disclaimer for the service.

Sucks, but that is the way it is. He is correct that the app does not work. Many people have scheduled thru the app and have even gotten confirmations, but the dealer never receives the appointment request or valet service request.

 

[Jhon]

Really no recourse for this issue. It is up to the dealer. Some will say no loaner because they have no Genesis available. Some will give you an alternative vehicle (Hyundia or such) but Genesis does not force dealers to provide loaners or valet service. If you check, there is a disclaimer for the service.

Sucks, but that is the way it is. He is correct that the app does not work. Many people have scheduled thru the app and have even gotten confirmations, but the dealer never receives the appointment request or valet service request.

I would be happy to get a Hyundai for a loaner if it is just for a few days. Twice I had to get a loaner from BMW for my wife's car, and both time they had me go next door and rent a car that they paid for. Both times they were chevys. Beats walking.

 

[EdP]

Has anyone had an issue with the VALET SERVICE? Last week I opened the Genesis App…I scheduled an appointment to have my brakes checked.
I was able to secure an 8:30 am time slot. Also requested a loaner vehicle.
At 9:20… I contacted the dealership, spoke with Adam the person who is in charge of Valet Service….
He had no appointment scheduled with my vehicle. He asked if I made the appointment on the Genesis App …which I replied YES…he said…YEAH. THAT DOESN’T WORK…
So then he asked where the car was to be picked up from, again NO..it’s only a ten mile radius.
To which I respond…I was told a THIRTY MILE RADIUS..
So he says I can make another appointment and schedule that service.
Which he then informs me he can’t guarantee me a loaner vehicle.
I’m shocked!
So you spend $68,000.00 plus on a vehicle….and the brakes need to be serviced…and you will sit in their waiting room for hours….
No mind you….the vehicle was purchased in October 2022!
Help?
Suggestions?

Who told you 30 miles? It is as the discretion of the dealer according to the fine print. Mine was 50 miles but if you were in the NYC metro area 10 miles can be quite a jaunt.

No one here has had good luck scheduling on line.
Loaners program really went to crap during the pandemic and the shortage of cars. Dealers would sell anything they could. Hopefully it will improve.

 

[GNM]

Really no recourse for this issue. It is up to the dealer. Some will say no loaner because they have no Genesis available. Some will give you an alternative vehicle (Hyundia or such) but Genesis does not force dealers to provide loaners or valet service. If you check, there is a disclaimer for the service.

Sucks, but that is the way it is. He is correct that the app does not work. Many people have scheduled thru the app and have even gotten confirmations, but the dealer never receives the appointment request or valet service request.

Thanks for responding! I would take any vehicle as a loaner…knowing it’s only temporary. I’ve previously owned Infiniti and Mercedes and have NEVER had this issue. It leaves a bad taste in my mouth.

 

[GNM]

Who told you 30 miles? It is as the discretion of the dealer according to the fine print. Mine was 50 miles but if you were in the NYC metro area 10 miles can be quite a jaunt.

No one here has had good luck scheduling on line.
Loaners program really went to crap during the pandemic and the shortage of cars. Dealers would sell anything they could. Hopefully it will improve.

The salesman when I purchased the vehicle.
I sent a complaint email to Genesis about the situation. I’m seventeen miles from the dealership, was just using the service as a convenience to myself.

 

[EdP]

The salesman when I purchased the vehicle.
I sent a complaint email to Genesis about the situation. I’m seventeen miles from the dealership, was just using the service as a convenience to myself.

Perhaps you should have a chat with him. Seventeen miles is not unreasonable at all.

 

[GenesisAdvisor]

Thanks for responding! I would take any vehicle as a loaner…knowing it’s only temporary. I’ve previously owned Infiniti and Mercedes and have NEVER had this issue. It leaves a bad taste in my mouth.

Well if you had an Infiniti or Mercedes right now I am sure you would have the same issue. The world is a different place now. I have one staff member that does valet pickups. I don't have loaners to leave. He can effectively perform 3 drop off/pickups in one day. He's on the road 4-6 hours a day. It's funny, in the Genesis valet training they tell us to consider hiring seniors to help fill driver positions due to staff shortages.

The Genesis app does not communicate with the dealers scheduling software. Calling in or scheduling online via the dealers website are the best options.

What IS a good option is to introduce yourself to your Genesis service advisor and ask for their contact information to schedule directly. I'm cool with a lot of my clients and we make each other's lives easier.

 

[TinsleyC]

Check out my experience from over a year ago. I haven't been back and won't unless I have to.

Love the car but the service stinks.

Post in thread 'Bad Dealership' Bad Dealership

 

[GNM]

Well if you had an Infiniti or Mercedes right now I am sure you would have the same issue. The world is a different place now. I have one staff member that does valet pickups. I don't have loaners to leave. He can effectively perform 3 drop off/pickups in one day. He's on the road 4-6 hours a day. It's funny, in the Genesis valet training they tell us to consider hiring seniors to help fill driver positions due to staff shortages.

The Genesis app does not communicate with the dealers scheduling software. Calling in or scheduling online via the dealers website are the best options.

What IS a good option is to introduce yourself to your Genesis service advisor and ask for their contact information to schedule directly. I'm cool with a lot of my clients and we make each other's lives easier.

Good suggestions…as of six months ago…when my Mercedes was out of warranty..a loaner car was provided. Thanks for responding.

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[GNM]

Check out my experience from over a year ago. I haven't been back and won't unless I have to.

Love the car but the service stinks.

Post in thread 'Bad Dealership' Bad Dealership

I read your thread..wow!

 

[Newcarbuyer]

I’m interested in a Genesis G80…..but there does not appear to be inventory. When will inventory increase ?

 

[EdP]

I’m interested in a Genesis G80…..but there does not appear to be inventory. When will inventory increase ?

When they recover from the pandemic. Many car makers have inventory shortages. Getting better though.

 

[GNM]

Making progress…..customer service has escalated this issue to a case manager.
The customer service rep has filed a complaint on the dealership with Genesis.
Bottom line folks, this company cannot continue to advertise Valet Service then not follow thru…my hope that anyone else with this issue reaches out to customer service!

 

[Synergy]

Been reading a lot of posts about the poor valet/concierge service, and of course only learning of this AFTER I bought my GV80. Coming from Lincoln, I assumed this service would be similar (good).

Guess not.

I sense that if you complain about it (at the dealer) you come across as some pretentious azzhole. Yes, the valet service is part of the brand we bought into, but I think Genesis (Hyundai) needs more time to understand the mindset of its luxury clientel. Kinda hard to expect Hyundai staff to turn on a dime to serve the Genesis customer. It needs to be a separate thing.

My first occurrence, I took the car in. I’m an hour away, so its really not fair for me to expect valet that far away. It’s just not. And perhaps sensing this “compromise,” the dealer had a loaner ready for me. Granted it was a less-than-clean Elantra, but again, I‘m not pretentious, so it didn’t bother me at all. My wife, OTOH…

 

[Jhon]

My first service is coming up in two weeks. The dealer I got my car at is over an hour a way so I did not bother with the valet service. I am going to wait for my car. I hope I am not there for the day. And yes, there have been a lot of complaints about service, I hope I won't be another one with a bad experience.

 

[BigAl4653]

Has anyone had an issue with the VALET SERVICE? Last week I opened the Genesis App…I scheduled an appointment to have my brakes checked.
I was able to secure an 8:30 am time slot. Also requested a loaner vehicle.
At 9:20… I contacted the dealership, spoke with Adam the person who is in charge of Valet Service….
He had no appointment scheduled with my vehicle. He asked if I made the appointment on the Genesis App …which I replied YES…he said…YEAH. THAT DOESN’T WORK…
So then he asked where the car was to be picked up from, again NO..it’s only a ten mile radius.
To which I respond…I was told a THIRTY MILE RADIUS..
So he says I can make another appointment and schedule that service.
Which he then informs me he can’t guarantee me a loaner vehicle.
I’m shocked!
So you spend $68,000.00 plus on a vehicle….and the brakes need to be serviced…and you will sit in their waiting room for hours….
No mind you….the vehicle was purchased in October 2022!
Help?
Suggestions?

My local dealer only has 2 loaner cars and no valet service. The next closest dealer is out of the area of concierge service, so no valet service but they have loaners if you can get to them.

 

[PFWiz]

my dealer always provides a loaner (last was 2022 G80 2.5 AWD) and they valet even though I live >50 Kilometers away. I do usually need to push my appointment back 2 or 3 weeks ensure they have a loaner available.

 

[csu87]

for every bad story about the valet service, there are good ones.

like every other brand out there, there are good and bad dealers. I've had good and bad experiences with just about every manufacturer except genesis, but ive only had a genesis for a couple years now. will be scheduling my 4th valet oil change here soon.

 

[Fantine56]

I was told by multiple dealers in my area that they cannot provide valet service anymore because they do not have any cars available. However, they did agree to pay for Lyft service back and forth to the dealership.