Scheduled valet service pick up for 8:45 in the morning and would get a loaner car. That morning I get an email saying they’ll be there at 9:00. I can live with that. Now it’s 915 and still no one shows up or calls so I called the dealership. No answers. Finally, I get somebody who says that. I will be there in 10 minutes. Moved my appointment to 10. At 9:35 no one has shown up yet. I leave for my appointment and call from my car and after four no answers I finally get someone and they say the car has been picked up. I said no it hasn’t, I’m driving it! Five minutes on hold and I tell them if you want the car you need to come to the destination where I’m at and switch the cars there. No problem. The guy finally showed up at 10:30 to swap cars. Which means he never left the dealership earlier in the morning when I was calling and was assured he was coming. Never called to apologize; never called to inform me of any problems. When they brought the car back the young guy gets out wearing headphones and very unprofessionally gives me my fob and takes off. The car was missing a part. I called the dealership and they said we will send that right out. A month later and repeated calls, nothing.
I understand things happen in business that are unavoidable, but to never have called me to inform me of this was a problem. And then to lie to me and see the guy was on his way when clearly he hasn’t even left the dealership yet was intolerable. The after treatment was their third strike. Going to a different Genesis dealer going forward.
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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I understand things happen in business that are unavoidable, but to never have called me to inform me of this was a problem. And then to lie to me and see the guy was on his way when clearly he hasn’t even left the dealership yet was intolerable. The after treatment was their third strike. Going to a different Genesis dealer going forward.