Purchased a GV80 in September of 2022. The buying experience was great and James was outstanding. That is where the great service ended. We had purchased the Werner Way package and have had great service there with our previous vehicle.
No more. The total lack of communication and professionalism is beyond belief. We were supposed to have our vehicle picked up and a loaner exchanged for a communication error in the vehicle. We were supposed to have been contacted when the driver left and expected arrival time. Exchange was scheduled for 10am Eastern time. No contact was made from the dealership about the driver leaving. When we called the excuses started. “Driver thought there was a time difference”, “The driver has tried to call and text you” “The driver contacted the wrong number” which by the way was written out correctly on the paper the driver had. He finally shows up at 11:15am Eastern in a stripped down Hyundai. Which we we’re not informed that they didn’t have a Genesis loaner. So we refused to let the young man take our vehicle.
The dealership never tried to reach out to us and ask why it was refused or what they could do to help solve this issue. We left several messages for 2 days with no response. And you would be correct that we are fuming mad at this point. The following people were either left voice messages, text messages or emails. Marcus Ancheta, Justin Roberson, Trey, Jack Barron and even an email sent to Rick Gladwell. None of whom replied.
Trey did get on the phone today. I said my piece, he said his and then he promptly hung up. They have yet to just take responsibility and continue to make excuses.
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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No more. The total lack of communication and professionalism is beyond belief. We were supposed to have our vehicle picked up and a loaner exchanged for a communication error in the vehicle. We were supposed to have been contacted when the driver left and expected arrival time. Exchange was scheduled for 10am Eastern time. No contact was made from the dealership about the driver leaving. When we called the excuses started. “Driver thought there was a time difference”, “The driver has tried to call and text you” “The driver contacted the wrong number” which by the way was written out correctly on the paper the driver had. He finally shows up at 11:15am Eastern in a stripped down Hyundai. Which we we’re not informed that they didn’t have a Genesis loaner. So we refused to let the young man take our vehicle.
The dealership never tried to reach out to us and ask why it was refused or what they could do to help solve this issue. We left several messages for 2 days with no response. And you would be correct that we are fuming mad at this point. The following people were either left voice messages, text messages or emails. Marcus Ancheta, Justin Roberson, Trey, Jack Barron and even an email sent to Rick Gladwell. None of whom replied.
Trey did get on the phone today. I said my piece, he said his and then he promptly hung up. They have yet to just take responsibility and continue to make excuses.