Sorry to hear of your experience and it shows there are a lot of growth problems for Hyundai/Genesis to overcome.
In the past I have had success with sending actual letters to the CEO's of companies. This includes Hyundai USA and Mercedes-Benz USA. The CEO of Hyundai at the time even called me and we had an interesting 20 minute or so conversation.
When I take my M-B in for service, I call several days ahead to reserve a loaner. Valet service is not available as I live 40 minutes from them.
Nor is a ride back home. They will hand wash
, dry and vacum it unless I ask them not to. However, this might add an hour or so to wait time. Regardless, I get the loaner because even the simplest service takes half a day or more. Leave car at 9 AM and never get it back before 3 PM at earliest. And this is an excellent M-B dealership.
Another consideration is that M-B charges very high prices for service in order to pay for the loaners, valet and other services.
My Nissan dealer will run it through their automatic car wash.
As for profits, dealerships make most profit off service, second most off used car sales and least off new car sales.
You can go to this site and rate the dealership, if that helps