I got a painful experience with this dealer. I traded in my Mercedes for the GV80 at this dealer. My two GV80 transactions went through smoothly. The dealer agreed to install the stepping boards and mud guards within two weeks. After two weeks, the technical manager blamed on its service backlog and moved the installing appointment to another week. On the second appointment day, I took a day off to drive my car to the dealer for the installation. I left the car there from 8:00AM. At 4:00PM, I was told my car was ready for pickup. What I found was that they only installed the mud guards and left the step boards in my trunk. They said I needed another appointment to have the boards installed. I could not believe a Genesis dealer not able to install its stepping boards. They told me to setup another appointment which I will have to wait another 3 weeks. Apparently, the sale team could not keep their agreement. The service team was not professional which prolonged the installation. They both wasted too much customers' time.
When I brought the claim to the sale consultant, the only thing he can do is to say sorry. When I emailed the complaint to the general manager, I did not even respond. They do not keep the promise, their agreement.
In my opinion, Genesis claims to be a luxury brand but its service is far behind when compared to other luxury brands. Its service is not even close to non-luxury brands such as: Toyota, Honda... in terms of management and organization. Particularly, Owings Mills dealer is the worst I have dealt with. Its team is non-professional, non- cooperated and overworked. It made me feel regretful to buy its cars and have them served here.
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 brought the claim to the sale consultant, the only thing he can do is to say sorry. When I emailed the complaint to the general manager, I did not even respond. They do not keep the promise, their agreement.
In my opinion, Genesis claims to be a luxury brand but its service is far behind when compared to other luxury brands. Its service is not even close to non-luxury brands such as: Toyota, Honda... in terms of management and organization. Particularly, Owings Mills dealer is the worst I have dealt with. Its team is non-professional, non- cooperated and overworked. It made me feel regretful to buy its cars and have them served here.