I am extremely disappointed with my experience at Genesis of Norman. While the sales process was smooth enough, the service after the sale has been absolutely unacceptable.
When I was interested in purchasing an additional warranty, I was repeatedly given the runaround and never received a return call. As a result, I ended up purchasing the warranty from another Genesis dealership because no one at Genesis of Norman seemed interested in earning my business after the vehicle sale.
The frustration didn't stop there. I purchased my vehicle in March and had to make at least six separate calls regarding paperwork needed for my vehicle tags. During that time, I spoke with multiple employees, including Keith, Brian, and Jennifer. Each conversation ended with promises that someone would call me back, yet those promises were never kept.
To make matters worse, when I finally received a response, the focus seemed to be on explaining why the dealership wasn't responsible, claiming they had tried to contact me. Instead of taking ownership and finding a solution, the finger-pointing began. The reality is simple: I have a brand-new vehicle sitting in my garage with expired tags, and the dealership's response has been excuses rather than customer service.
The owner of Genesis of Norman should be disappointed in the level of representation being provided to customers. Service after the sale should be just as important as closing the deal. Unfortunately, my experience has shown that once the paperwork is signed, customer service becomes an afterthought.
I cannot recommend Genesis of Norman based on my experience, and I hope management takes a serious look at how customers are being treated after the sale.
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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When I was interested in purchasing an additional warranty, I was repeatedly given the runaround and never received a return call. As a result, I ended up purchasing the warranty from another Genesis dealership because no one at Genesis of Norman seemed interested in earning my business after the vehicle sale.
The frustration didn't stop there. I purchased my vehicle in March and had to make at least six separate calls regarding paperwork needed for my vehicle tags. During that time, I spoke with multiple employees, including Keith, Brian, and Jennifer. Each conversation ended with promises that someone would call me back, yet those promises were never kept.
To make matters worse, when I finally received a response, the focus seemed to be on explaining why the dealership wasn't responsible, claiming they had tried to contact me. Instead of taking ownership and finding a solution, the finger-pointing began. The reality is simple: I have a brand-new vehicle sitting in my garage with expired tags, and the dealership's response has been excuses rather than customer service.
The owner of Genesis of Norman should be disappointed in the level of representation being provided to customers. Service after the sale should be just as important as closing the deal. Unfortunately, my experience has shown that once the paperwork is signed, customer service becomes an afterthought.
I cannot recommend Genesis of Norman based on my experience, and I hope management takes a serious look at how customers are being treated after the sale.