Misrepresented Loaner Car/ Drop Off Pick Up Service
My name is Kenya Sentino and I purchased my GV70 June of 2022! While purchasing my car Genesis/ Convington Dealership promised me either a car to drive back (loaner) or drop off/ pick up service.
The time has arrived for this service 8/17/22. When purchasing my car upon arrival the plastic on the trim melted on all the silver trim parts leaving the trim a mess. My salesperson Press order new door trims. I spoke with Stacey over the phone who confirmed 3 trims parts arrived and the 4th was on back order. I advised the trim was only needed for 3 doors and this is why Press ordered 3. It was only when I received a postcard in the mail my license plate was ready I went to the service desk to ask again about the trim.
My issue is selling the consumer a narrative of having a loaner car or getting dropped off/ picked up for service if no loaner is available. No one wants to wait 2-4 hours in a dealership. I live well within the 50 mile radius for the concierge service Genesis promises and the car dealership. It’s unbelievable the BS they will tell you.
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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The time has arrived for this service 8/17/22. When purchasing my car upon arrival the plastic on the trim melted on all the silver trim parts leaving the trim a mess. My salesperson Press order new door trims. I spoke with Stacey over the phone who confirmed 3 trims parts arrived and the 4th was on back order. I advised the trim was only needed for 3 doors and this is why Press ordered 3. It was only when I received a postcard in the mail my license plate was ready I went to the service desk to ask again about the trim.
My issue is selling the consumer a narrative of having a loaner car or getting dropped off/ picked up for service if no loaner is available. No one wants to wait 2-4 hours in a dealership. I live well within the 50 mile radius for the concierge service Genesis promises and the car dealership. It’s unbelievable the BS they will tell you.