My experience with Genesis of Southwest Houston was extremely disappointing, particularly in dealing with Felicia and Brian. Based on my experience, I would recommend asking for a different salesperson if you choose to purchase from this dealership.
During the test drive, Felicia appeared to have a strong smell of alcohol. Thankfully, she was not the person driving. During the negotiation, her attitude was extremely unprofessional and uncooperative. She refused to go speak with the manager, so I ultimately had to personally request that a manager come out. Fortunately, the manager eventually stepped in and helped work out a deal.
Unfortunately, the problems continued after the purchase. I paid cash for the vehicle, and before completing the transaction, Felicia specifically promised that certain cosmetic issues, including damage to one of the wheels, would be repaired. These were not items I negotiated into the purchase price they were things she voluntarily promised would be taken care of.
Once the sale was completed, communication essentially stopped. After multiple unanswered calls, Felicia became upset when I followed up and told me she would no longer deal with me and that I should contact Brian instead. Brian initially responded, but then he also stopped communicating. My calls went unanswered while my vehicle, which had already been paid for, was still sitting at the dealership.
I also attempted to escalate the matter to the sales manager, Crystal, but was unsuccessful. I was told the general manager was out sick, so I eventually had no choice but to file a complaint with Group 1 Automotive. Only after corporate became involved did the general manager contact me, apologize, and take action to get the outstanding issues addressed.
There was another issue that was particularly frustrating: at delivery, I was not given the vehicle's spare key. After taking delivery, I made multiple calls trying to get the key, but neither Felicia nor Brian would take or return my calls. I ultimately had to contact the general manager directly. Only after that escalation was the spare key finally mailed to me.
To be fair, I do want to acknowledge that the general manager ultimately stepped in, communicated with me, apologized, and helped resolve the outstanding issues. I appreciate his involvement. However, it should never have required a corporate complaint and escalation to get basic communication, a promised repair, and a spare key addressed after a vehicle had already been paid for.
The vehicle itself may have been a good purchase, but the customer service and post-sale treatment were among the most frustrating dealership experiences I have had. The biggest issue was not that problems occurred it was the lack of communication and the repeated need to escalate the matter just to get someone to respond.
My advice to anyone considering purchasing from this dealership: get every promise in writing before you pay, thoroughly inspect the vehicle and all included items before leaving, confirm that you have both keys, and make sure any promised repairs are completed or documented in writing. If you decide to work with this dealership, I will personally ask for a salesperson other than Felicia or Brian based on my experience.
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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During the test drive, Felicia appeared to have a strong smell of alcohol. Thankfully, she was not the person driving. During the negotiation, her attitude was extremely unprofessional and uncooperative. She refused to go speak with the manager, so I ultimately had to personally request that a manager come out. Fortunately, the manager eventually stepped in and helped work out a deal.
Unfortunately, the problems continued after the purchase. I paid cash for the vehicle, and before completing the transaction, Felicia specifically promised that certain cosmetic issues, including damage to one of the wheels, would be repaired. These were not items I negotiated into the purchase price they were things she voluntarily promised would be taken care of.
Once the sale was completed, communication essentially stopped. After multiple unanswered calls, Felicia became upset when I followed up and told me she would no longer deal with me and that I should contact Brian instead. Brian initially responded, but then he also stopped communicating. My calls went unanswered while my vehicle, which had already been paid for, was still sitting at the dealership.
I also attempted to escalate the matter to the sales manager, Crystal, but was unsuccessful. I was told the general manager was out sick, so I eventually had no choice but to file a complaint with Group 1 Automotive. Only after corporate became involved did the general manager contact me, apologize, and take action to get the outstanding issues addressed.
There was another issue that was particularly frustrating: at delivery, I was not given the vehicle's spare key. After taking delivery, I made multiple calls trying to get the key, but neither Felicia nor Brian would take or return my calls. I ultimately had to contact the general manager directly. Only after that escalation was the spare key finally mailed to me.
To be fair, I do want to acknowledge that the general manager ultimately stepped in, communicated with me, apologized, and helped resolve the outstanding issues. I appreciate his involvement. However, it should never have required a corporate complaint and escalation to get basic communication, a promised repair, and a spare key addressed after a vehicle had already been paid for.
The vehicle itself may have been a good purchase, but the customer service and post-sale treatment were among the most frustrating dealership experiences I have had. The biggest issue was not that problems occurred it was the lack of communication and the repeated need to escalate the matter just to get someone to respond.
My advice to anyone considering purchasing from this dealership: get every promise in writing before you pay, thoroughly inspect the vehicle and all included items before leaving, confirm that you have both keys, and make sure any promised repairs are completed or documented in writing. If you decide to work with this dealership, I will personally ask for a salesperson other than Felicia or Brian based on my experience.