I recently had a terrible experience at Genesis of Kirkland that I feel compelled to share. I simply wanted to get an oil change for my GV80, but the ordeal turned into a nightmare. First, I had to wait a ridiculous seven weeks just to get an appointment. When I finally booked it, I was told the service would take 60-90 minutes, and I agreed to wait there. However, when I arrived, it was clear they had scheduled too many people at the same time. Despite initially telling me it would be 90 minutes, they quickly changed the estimate to 2.5 to 3 hours. They offered a complimentary car wash but strongly discouraged it because it would add another 60-90 minutes, so I declined. After waiting 3.5 hours for just an oil change, I was hit with an outrageous bill. They charged a hefty shop fee on top of an already overpriced service, and then added another surcharge for using a credit card. The total came out to nearly $400 for an oil change, and this was after I declined all additional services. No discount was offered despite the excessive delays.
To make matters worse, the building was in terrible condition—nothing like what you'd expect from a luxury brand. The ceiling had water and mold stains, there were holes in it, and the overall facility was old and poorly maintained. They tried to sell me on their new store being better once it's completed, but based on this experience, I will never return. Genesis of Kirkland, you should be ashamed of this level of service. If you value your time, money, and experience, I highly recommend taking your 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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To make matters worse, the building was in terrible condition—nothing like what you'd expect from a luxury brand. The ceiling had water and mold stains, there were holes in it, and the overall facility was old and poorly maintained. They tried to sell me on their new store being better once it's completed, but based on this experience, I will never return. Genesis of Kirkland, you should be ashamed of this level of service. If you value your time, money, and experience, I highly recommend taking your business elsewhere.