I am beyond disappointed with the service I've received from Genesis of Delray Beach. I purchased my 2023 Genesis from this very dealership just over a year ago, and the experience since then has been a nightmare.
My wife and daughter were recently out shopping when the car's electronics completely died. Being barely a year old, I had it towed to the Delray Beach service department. Their response? They didn't have a technician available and wouldn't even look at it for six weeks! When I inquired about a loaner vehicle, I was told they didn't have any available. Their attitude was dismissive and uncaring, essentially telling me to deal with it. They suggested I take it to the West Palm Beach Genesis, a 30-mile drive.
I managed to jump-start the car with a backup battery and drove it home. I then made multiple attempts to contact the West Palm Beach dealership, but they never answered their phone. I even drove up there, only to find the gates closed despite their posted business hours indicating they should be open. Forced to drive the car as-is, I had to jump-start it roughly every ten starts.
After the excruciating six-week wait, I returned to Genesis of Delray Beach, hoping they would finally address the issue. My frustration was immense. I drove to the dealership and explained the ongoing problem. The service staff were again completely unhelpful, more interested in their phones than assisting customers. I waited for nearly an hour (50 minutes) before asking the same service representative at the front desk how much longer it would be. She acted as if she'd never seen me before, asking me again if I had an appointment. At that point, I'd had enough. I handed her my keys, wrote down my name and number, and walked out. This dealership clearly doesn't value its customers or honor its warranty obligations. I would strongly advise anyone considering buying a Genesis, or especially having their Genesis serviced at this location, to take their business elsewhere.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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My wife and daughter were recently out shopping when the car's electronics completely died. Being barely a year old, I had it towed to the Delray Beach service department. Their response? They didn't have a technician available and wouldn't even look at it for six weeks! When I inquired about a loaner vehicle, I was told they didn't have any available. Their attitude was dismissive and uncaring, essentially telling me to deal with it. They suggested I take it to the West Palm Beach Genesis, a 30-mile drive.
I managed to jump-start the car with a backup battery and drove it home. I then made multiple attempts to contact the West Palm Beach dealership, but they never answered their phone. I even drove up there, only to find the gates closed despite their posted business hours indicating they should be open. Forced to drive the car as-is, I had to jump-start it roughly every ten starts.
After the excruciating six-week wait, I returned to Genesis of Delray Beach, hoping they would finally address the issue. My frustration was immense. I drove to the dealership and explained the ongoing problem. The service staff were again completely unhelpful, more interested in their phones than assisting customers. I waited for nearly an hour (50 minutes) before asking the same service representative at the front desk how much longer it would be. She acted as if she'd never seen me before, asking me again if I had an appointment. At that point, I'd had enough. I handed her my keys, wrote down my name and number, and walked out. This dealership clearly doesn't value its customers or honor its warranty obligations. I would strongly advise anyone considering buying a Genesis, or especially having their Genesis serviced at this location, to take their business elsewhere.