I had no GV80 on order when I "built one" online in late November. Filled out web page and next day a corporate dude (Concierge) called. After repeating all the stuff I already typed in he said a dealer would contact me soon. Sure enough salesman (from closest dealer 90 miles) called same day and said "I'm the guy the dealer designated as Genesis POC so talk to me as I am local expert.) Said they had three coming within two week and only one was sold and other two available. I said heck yeah put me down and keep me informed and let me know upon arrival. About two weeks later I get a email from the guy "touching base" and asking if I had any question. I said yes and fired off two questions about trim and 3rd row. No response. Two weeks later I get same canned email "touching base" and again asking if I had any questions. Yup, I asked what is status and exactly what model/trim do you have due. That was Nov 28 and never got a email response to either. Screw-em, wouldn't deal with that dealer in Peoria, Illinois now. My other closest is 100 miles away. Would have been an immediate cash deal, but now I am losing interest - heading to Florida for a few months and will see my mood in few months. Concierge my butt...
How to get a new GV80 with a Lexus customer experience
Hi all. New to the forum and I’ve fallen in love with the GV80. I know this topic has been discussed before but please bear with me. I’ve read some of the existing threads but still looking for insight.
TLDR
Genesis has every intention of providing a best in class customer experience, but they’re still ironing out the kinks. I'm looking for your experiences and insights, but it seems that in order to help yourself get that experience, keep Genesis Concierge informed of everything that happens and allow them to straighten out any issues you have with the local dealer.
SIDENOTE
Genesis Concierge actually just called me as I was composing this post. Will include those details toward the end of the post.
BACKGROUND
I’m in Northern NJ and I test drove a base 2.5 GV80 on 12/26. I’m waiting to test drive the 3.5, but at the moment my requirements are 3.5 with Prestige package. Leaning toward savile silver with ultramarine blue/dune interior.
I liked the test drive but the power/acceleration from the 2.5 was just adequate and I’m going to want the higher quality nappa leather and Prestige features like noise canceling, soft close doors, 3D cluster, et cetera to put me over the top. I’ve watched every online review and comparison video and I’ve been reading the forums. I’ve been comparing the GLE, X5, RX450, XC90, Aviator, Model X, Model Y and even the Macan and Telluride (but who am I kidding).
The GV80 seems to hit my sweet spot between, style, comfort, features, performance and price. If I were single I’d probably buy a Tesla, but I’m married and my wife hates my ultra-aggressive driving. She also gets bad car sickness. I need a vehicle that is quick but not “sporty”, ultra soft, comfortable ride, and as many auto-driving features as possible (I can’t drive aggressively if the vehicle is driving for me 😆🤔). I’m pretty sold on the 3.5 Prestige, but for $72k, I need to drive it in person before pulling the trigger.
THE PROBLEM
I’m pretty sure that the GV80 is the vehicle I want, but for $72k, I want a top-notch customer experience, both during purchase and ongoing. I’ve read a lot of mixed reviews and I understand that individual experiences will vary by dealership and even by salesperson/service manager. But Genesis didn’t get off to a good start with me.
I submitted a request on genesis.com to look at a GV80 and quickly got responses both from the local dealership and also Genesis Concierge. I called the dealer and scheduled a test drive. When I showed up at the dealership, the person I had the appointment with was not there, and I was assigned to another random salesperson. The experience was OK, but it was obvious that I knew a lot more about the GV80 than he did. What’s more, at the end, the salesperson went and got the sales manager who began to pressure me into buying one of the base 2.5 GV80s they had on the lot, even though I made it clear from the start that I was not interested in a base trim 2.5. As we left, they told me they’d have 3.5’s in next week and would call me as soon as they arrived for another test drive. That week came and went, and I received no calls. My overall impression is that I’m receiving the Hyundai experience, not the Genesis experience, and that makes me unsure of the purchase.
If anyone has any first hand knowledge of the Genesis/Hyundai/concierge or any other insight, please share!
UPDATE:
As I was typing this, Genesis Concierge called. I had emailed them about 10 minutes prior communicating my poor experience. He read my email, then listened as I recounted my grievances over the phone. I specifically told him that I want a Lexus customer experience if I’m going to purchase this vehicle. He assured me that he understood my problems, apologized for my poor experience, and thanked me for the feedback. He then told me that he would contact the dealer directly and ensure that I receive the customer care that I’m looking for, now and going forward. 5 minutes later, the dealer called me back, apologized, and gave me an update on the 3.5. Apparently they’ve been delayed but he now expects them this coming week and said I’ll be the first to know when they arrive.
TLDR
Genesis has every intention of providing a best in class customer experience, but they’re still ironing out the kinks. I'm looking for your experiences and insights, but it seems that in order to help yourself get that experience, keep Genesis Concierge informed of everything that happens and allow them to straighten out any issues you have with the local dealer.
SIDENOTE
Genesis Concierge actually just called me as I was composing this post. Will include those details toward the end of the post.
BACKGROUND
I’m in Northern NJ and I test drove a base 2.5 GV80 on 12/26. I’m waiting to test drive the 3.5, but at the moment my requirements are 3.5 with Prestige package. Leaning toward savile silver with ultramarine blue/dune interior.
I liked the test drive but the power/acceleration from the 2.5 was just adequate and I’m going to want the higher quality nappa leather and Prestige features like noise canceling, soft close doors, 3D cluster, et cetera to put me over the top. I’ve watched every online review and comparison video and I’ve been reading the forums. I’ve been comparing the GLE, X5, RX450, XC90, Aviator, Model X, Model Y and even the Macan and Telluride (but who am I kidding).
The GV80 seems to hit my sweet spot between, style, comfort, features, performance and price. If I were single I’d probably buy a Tesla, but I’m married and my wife hates my ultra-aggressive driving. She also gets bad car sickness. I need a vehicle that is quick but not “sporty”, ultra soft, comfortable ride, and as many auto-driving features as possible (I can’t drive aggressively if the vehicle is driving for me 😆🤔). I’m pretty sold on the 3.5 Prestige, but for $72k, I need to drive it in person before pulling the trigger.
THE PROBLEM
I’m pretty sure that the GV80 is the vehicle I want, but for $72k, I want a top-notch customer experience, both during purchase and ongoing. I’ve read a lot of mixed reviews and I understand that individual experiences will vary by dealership and even by salesperson/service manager. But Genesis didn’t get off to a good start with me.
I submitted a request on genesis.com to look at a GV80 and quickly got responses both from the local dealership and also Genesis Concierge. I called the dealer and scheduled a test drive. When I showed up at the dealership, the person I had the appointment with was not there, and I was assigned to another random salesperson. The experience was OK, but it was obvious that I knew a lot more about the GV80 than he did. What’s more, at the end, the salesperson went and got the sales manager who began to pressure me into buying one of the base 2.5 GV80s they had on the lot, even though I made it clear from the start that I was not interested in a base trim 2.5. As we left, they told me they’d have 3.5’s in next week and would call me as soon as they arrived for another test drive. That week came and went, and I received no calls. My overall impression is that I’m receiving the Hyundai experience, not the Genesis experience, and that makes me unsure of the purchase.
If anyone has any first hand knowledge of the Genesis/Hyundai/concierge or any other insight, please share!
UPDATE:
As I was typing this, Genesis Concierge called. I had emailed them about 10 minutes prior communicating my poor experience. He read my email, then listened as I recounted my grievances over the phone. I specifically told him that I want a Lexus customer experience if I’m going to purchase this vehicle. He assured me that he understood my problems, apologized for my poor experience, and thanked me for the feedback. He then told me that he would contact the dealer directly and ensure that I receive the customer care that I’m looking for, now and going forward. 5 minutes later, the dealer called me back, apologized, and gave me an update on the 3.5. Apparently they’ve been delayed but he now expects them this coming week and said I’ll be the first to know when they arrive.
1 - 20 of 34 Posts
I want to add my experience with the Genesis Concierge. I purchased a GV80 2.5T Prestige from a dealer 3 hours away since no close-by dealer could get the 2.5 Prestige. After a week I sent a message via the Genesis website to the concierge, I received an automated email with a case number. Over the next week, I sent two additional messages via the website and again received an automated case number but no answer. I decided to call the concierge service but was unable to get thru their phone system. It keeps sending me back to the beginning and I was never able to get through. I still have never received a response, I called the dealer and advised them of the lack of response from the concierge service.
I was also a Lexus driver (past two vehicles) and was used to customer service which apparently is totally lacking with the Genesis brand.
I was also a Lexus driver (past two vehicles) and was used to customer service which apparently is totally lacking with the Genesis brand.
Great feedback, thank you. I just returned from my local Lexus dealer. I tested an RX 350, RX 450h and a GX 460. Going back later this afternoon to test an RX 450h F-Sport. I don't like the vehicle as much as the GV80 but the customer service may be enough to make me go with Lexus.I want to add my experience with the Genesis Concierge. I purchased a GV80 2.5T Prestige from a dealer 3 hours away since no close-by dealer could get the 2.5 Prestige. After a week I sent a message via the Genesis website to the concierge, I received an automated email with a case number. Over the next week, I sent two additional messages via the website and again received an automated case number but no answer. I decided to call the concierge service but was unable to get thru their phone system. It keeps sending me back to the beginning and I was never able to get through. I still have never received a response, I called the dealer and advised them of the lack of response from the concierge service.
I was also a Lexus driver (past two vehicles) and was used to customer service which apparently is totally lacking with the Genesis brand.
i wholeheartedly agree that the "concierge" service is lacking. i had to take matters into my own hand and started calling all the dealers that supposedly had the specific model/color combination in stock. i went down the list until i finally found a dealer that had it available for sale. i quickly completed the negotiations and picked up the vehicle later that week. i drove ~3hours each way and i felt this was well worth it as i had no assurances from my local dealer they would even get what i wanted at any point due to the way genesis does their distribution.
You should be able to get about 10% off the MSRP on any RX vehicle you desire, based on my research. There is NO discount on the Genesis GV80 and most dealers are marking it up between $5000 and $10000 over MSRP.
forgot to mention i paid MSRPi wholeheartedly agree that the "concierge" service is lacking. i had to take matters into my own hand and started calling all the dealers that supposedly had the specific model/color combination in stock. i went down the list until i finally found a dealer that had it available for sale. i quickly completed the negotiations and picked up the vehicle later that week. i drove ~3hours each way and i felt this was well worth it as i had no assurances from my local dealer they would even get what i wanted at any point due to the way genesis does their distribution.
I want to add my experience with the Genesis Concierge. I purchased a GV80 2.5T Prestige from a dealer 3 hours away since no close-by dealer could get the 2.5 Prestige. After a week I sent a message via the Genesis website to the concierge, I received an automated email with a case number. Over the next week, I sent two additional messages via the website and again received an automated case number but no answer. I decided to call the concierge service but was unable to get thru their phone system. It keeps sending me back to the beginning and I was never able to get through. I still have never received a response, I called the dealer and advised them of the lack of response from the concierge service.
I was also a Lexus driver (past two vehicles) and was used to customer service which apparently is totally lacking with the Genesis brand.
SFB........I'm also 3 hours away from the closest dealer....will the dealer you purchased from give you concierge /valet service for maintenance and servicing?
My nearest place won't...I'd like to get a GV80, but I'm not going to be hung out to dry, and I'm not going to drive 3 hours each way to get it to the dealer....How have you dealt with your 3 hour dilemma?
My nearest place won't...I'd like to get a GV80, but I'm not going to be hung out to dry, and I'm not going to drive 3 hours each way to get it to the dealer....How have you dealt with your 3 hour dilemma?
Update: I ended up buying a 2021 Lexus RX450h F Sport Black Line Special Edition (only 250 made). It's a hybrid, and although I was not in the market for a hybrid, its super plush interior, ultra smooth ride and reputation for customer service put me over the edge. My experience with the dealership so far has been stellar, and after two weeks with the vehicle, I'm in love.
FYI I got almost every option that was available and my local dealership did a regional search to find what I wanted in stock so I didn't have to do a custom order. Took them 3 days to go pick the car up. MSRP was $63,500 and I paid $61k.
![1415]()
FYI I got almost every option that was available and my local dealership did a regional search to find what I wanted in stock so I didn't have to do a custom order. Took them 3 days to go pick the car up. MSRP was $63,500 and I paid $61k.
Welcome to the forum @jgreen7756! Your dealer won't give you concierge service because you're too far away? What did they tell you?SFB........I'm also 3 hours away from the closest dealer....will the dealer you purchased from give you concierge /valet service for maintenance and servicing?
My nearest place won't...I'd like to get a GV80, but I'm not going to be hung out to dry, and I'm not going to drive 3 hours each way to get it to the dealer....How have you dealt with your 3 hour dilemma?
Congrats on the new Lexus @Pilot! Was the dealer experience what convinced you to stick with Lexus over Genesis?Update: I ended up buying a 2021 Lexus RX450h F Sport Black Line Special Edition (only 250 made). It's a hybrid, and although I was not in the market for a hybrid, its super plush interior, ultra smooth ride and reputation for customer service put me over the edge. My experience with the dealership so far has been stellar, and after two weeks with the vehicle, I'm in love.
FYI I got almost every option that was available and my local dealership did a regional search to find what I wanted in stock so I didn't have to do a custom order. Took them 3 days to go pick the car up. MSRP was $63,500 and I paid $61k.
View attachment 1415
They said 50 miles or 1 hour is the most they would extend...I guess they just want to sell to local people, even though there just aren't many Genesis dealers around....Pretty ridiculous they won't take my GV money..Welcome to the forum @jgreen7756! Your dealer won't give you concierge service because you're too far away? What did they tell you?
That is ridiculous. You'd think they'd be able to accommodate you since you're looking for a GV80.They said 50 miles or 1 hour is the most they would extend...I guess they just want to sell to local people, even though there just aren't many Genesis dealers around....Pretty ridiculous they won't take my GV money..
You'd think they'd be trying to do back flips instead of belly flops!
Wait, is this concierge/valet service where they go to your home to get the vehicle for service the. Drop it off? Or is it a loaner car while you’re waiting? I wouldn’t expect ANY company to drive 12 hours total for a 45 minute service...
Yes, thats what I'm talking about...But Expect?...No....I'm talking about getting the concierge /valet service from the closest Genesis dealer to and from where I live...thats 125 miles each way.....So far they won't...I've even offered to meet halway, which is about 60+ miles..Thats 10 over there "limit" in order for me to buy a GV80....I don't think thats too much to ask.
Smh, enjoy the car instead of the dealer. That’s the dumbest excuse I’ve ever heard.Great feedback, thank you. I just returned from my local Lexus dealer. I tested an RX 350, RX 450h and a GX 460. Going back later this afternoon to test an RX 450h F-Sport. I don't like the vehicle as much as the GV80 but the customer service may be enough to make me go with Lexus.
Well stick to the boring Toyota with less tech, less luxury, not as good of a ride, and less power. Not to mention, doesn’t look as good as the gv80. But congrats.Update: I ended up buying a 2021 Lexus RX450h F Sport Black Line Special Edition (only 250 made). It's a hybrid, and although I was not in the market for a hybrid, its super plush interior, ultra smooth ride and reputation for customer service put me over the edge. My experience with the dealership so far has been stellar, and after two weeks with the vehicle, I'm in love.
FYI I got almost every option that was available and my local dealership did a regional search to find what I wanted in stock so I didn't have to do a custom order. Took them 3 days to go pick the car up. MSRP was $63,500 and I paid $61k.
View attachment 1415
I also cross shopped the 2021 RX450h and I believe it is value leader in this segment. There was just too many things I didnt like about it. But I will say that there is no one else that comes close to the Lexus customer experience. I bought the GV80 prestige and hope that I wont regret it.Update: I ended up buying a 2021 Lexus RX450h F Sport Black Line Special Edition (only 250 made).
1 - 20 of 34 Posts
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