I had previously given this dealership 5 stars under its former ownership, but this is a completely different experience. Genesis should be embarrassed to have them represent the brand.
The service department has had my 2022 vehicle for six weeks because of a dispute over a wheel repair that should be covered under the Genesis wheel warranty I purchased with the car. Ironically, Genesis themselves agree that it qualifies for repair under the warranty.
The most frustrating part is the lack of communication. When you call the service department, they almost never answer, about 98% of the time. The service advisor does not respond to texts, and most of the time the voicemail box is full. On the rare occasion someone does answer, they have to look up my car in the system and then tell me it is ready, until I ask about the wheels. They promise to call back but never do.
I have escalated this through Genesis corporate, and the dealer is still unresponsive to their escalation team. I work for a company that prides itself on customer service, and this has been the worst experience I have ever had. Something is definitely very wrong with the way this place being run. If someone at this dealer sees this, please look up my case and call me.
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 service department has had my 2022 vehicle for six weeks because of a dispute over a wheel repair that should be covered under the Genesis wheel warranty I purchased with the car. Ironically, Genesis themselves agree that it qualifies for repair under the warranty.
The most frustrating part is the lack of communication. When you call the service department, they almost never answer, about 98% of the time. The service advisor does not respond to texts, and most of the time the voicemail box is full. On the rare occasion someone does answer, they have to look up my car in the system and then tell me it is ready, until I ask about the wheels. They promise to call back but never do.
I have escalated this through Genesis corporate, and the dealer is still unresponsive to their escalation team. I work for a company that prides itself on customer service, and this has been the worst experience I have ever had. Something is definitely very wrong with the way this place being run. If someone at this dealer sees this, please look up my case and call me.