This dealership, without a doubt, has to be run by the most incompetent and lazy staff. From the first interaction getting a brand new Genesis in 2023, to over 4 months after the vehicle was turned in, I am still dealing with the incompetence of the staff.
Originally, the finance department was claiming the bonus offers could not be combined, despite what Genesis USA states on their website and what the fine print in the terms and conditions that was provided by their very staff states.
After walking out and going back the next day to work with someone else, the next individual stated that combining cash bonus offers is not something they have done before, but never acknowledged that it was not allowed.
Simply never trying something before does not mean that it is not allowed, especially when Genesis USA states that you can.
After the bonuses were approved by Genesis USA with no issue what so ever, there was no apology or acknowledgment of making a mistake made by staff there.
Fast forward to servicing of the vehicle, the vehicle was taken in for an oil change. A few days later, I noticed the vehicle was leaking oil. I return the car and service desk indicated to me that the oil drain was not properly tightened. I asked how a mistake like that can be made and I was told “sometimes that just happens to the part, it’s not a big deal” as if losing engine oil is not a big deal and cleaning my driveway of motor oil is standard when I thought I was paying for a “luxury” vehicle with luxury service.
Turning in the vehicle has been the icing on the cake. Turned in the vehicle, told everything was good with the car, no issues or outstanding damage that needs to be addressed. Then waited outside for roughly an hour before I went inside to ask if there was anything wrong and why it was taking a while before we could leave. I was told that we could have left a long time ago. But we were never told that when they took the keys. Would have been nice to have known that after waiting outside with a 1 year old. On top of that, I went in with the intention of leaving with a new Genesis that day, but never was once asked if I wanted to look at a new Genesis and was not once given any other attention after walking around the lot for a little.
Then we get a notice via email that there is damage to the vehicle that we need to pay for after being told that the car was perfectly fine. We were forced to pay for damage that we have to trust is there as we have no way of disputing the charges.
4 months after turning in the vehicle, I am still getting noticed from the DMV in the mail that I am delinquent on my registration because the dealership never submitted the change of liability on the lease. For being a “luxury” dealership, they sure seem to make the customer feel anything but. I had to call the dealership and was at first being told that it’s normal. Not to worry about it and that it’s because the car hasn’t been sold to anyone. Which is funny because it almost sounded like he was admitted to “title jumping” attempting not to have to pay for the transfer paperwork and save money on DMV costs, which is not legal.
After informing him that I should not be dealing with this 4 months after I turned the car in, he hesitantly stated that he would look into it and call me back, but from my experience with this dealership, they seldom, if ever call back.
I will be attempting to contact the owner of the dealership to make sure that staff there is retrained or at least told not to admit to title jumping vehicles to customers.
This by far has to be the worst dealership I’ve ever dealt with. Luxury my a**
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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Originally, the finance department was claiming the bonus offers could not be combined, despite what Genesis USA states on their website and what the fine print in the terms and conditions that was provided by their very staff states.
After walking out and going back the next day to work with someone else, the next individual stated that combining cash bonus offers is not something they have done before, but never acknowledged that it was not allowed.
Simply never trying something before does not mean that it is not allowed, especially when Genesis USA states that you can.
After the bonuses were approved by Genesis USA with no issue what so ever, there was no apology or acknowledgment of making a mistake made by staff there.
Fast forward to servicing of the vehicle, the vehicle was taken in for an oil change. A few days later, I noticed the vehicle was leaking oil. I return the car and service desk indicated to me that the oil drain was not properly tightened. I asked how a mistake like that can be made and I was told “sometimes that just happens to the part, it’s not a big deal” as if losing engine oil is not a big deal and cleaning my driveway of motor oil is standard when I thought I was paying for a “luxury” vehicle with luxury service.
Turning in the vehicle has been the icing on the cake. Turned in the vehicle, told everything was good with the car, no issues or outstanding damage that needs to be addressed. Then waited outside for roughly an hour before I went inside to ask if there was anything wrong and why it was taking a while before we could leave. I was told that we could have left a long time ago. But we were never told that when they took the keys. Would have been nice to have known that after waiting outside with a 1 year old. On top of that, I went in with the intention of leaving with a new Genesis that day, but never was once asked if I wanted to look at a new Genesis and was not once given any other attention after walking around the lot for a little.
Then we get a notice via email that there is damage to the vehicle that we need to pay for after being told that the car was perfectly fine. We were forced to pay for damage that we have to trust is there as we have no way of disputing the charges.
4 months after turning in the vehicle, I am still getting noticed from the DMV in the mail that I am delinquent on my registration because the dealership never submitted the change of liability on the lease. For being a “luxury” dealership, they sure seem to make the customer feel anything but. I had to call the dealership and was at first being told that it’s normal. Not to worry about it and that it’s because the car hasn’t been sold to anyone. Which is funny because it almost sounded like he was admitted to “title jumping” attempting not to have to pay for the transfer paperwork and save money on DMV costs, which is not legal.
After informing him that I should not be dealing with this 4 months after I turned the car in, he hesitantly stated that he would look into it and call me back, but from my experience with this dealership, they seldom, if ever call back.
I will be attempting to contact the owner of the dealership to make sure that staff there is retrained or at least told not to admit to title jumping vehicles to customers.
This by far has to be the worst dealership I’ve ever dealt with. Luxury my a**