We were thrilled with our experience at San Bruno Genesis! We have had horrible experiences at other Genesis service locations and didn’t know how this would go. From the moment we walked in the door, we could tell that this was a great place to take our GV70. Between Lawrence and his trainee, JC, we felt well taken care of. We also appreciated Marianne who made our appointment over the phone and confirmed it the night before. The work was completed faster than promised.
Outstanding service from Mr. Lee.
Lawrence was very patient, knowledgeable & professional regarding my service concerns.
I love the great customer service.
Not your fault (or Lawrence's fault) that the repair turned out to be major, but communication with me was poor. I had to check in myself for any updates and even resorted to calling my sales person to find out why you had my car for over 3 weeks.
This was my second time interacting with Lawrence. I understand he's overwhelmed. He even mentioned he's the only one currently handling things for Genesis. But that doesn’t excuse the attitude or the level of service I’ve received.
So far, the experience has been pretty disappointing, especially for a high-end dealership. It feels like I’m being nickel-and-dimed for things that should just be included. It comes off as cheap and, honestly, rude. It gives the impression that the dealership isn’t actually prepared to deliver the kind of premium experience Genesis promises.
That said, I do want to give credit to Michael. He overheard my frustration and stepped in right away. He was professional, open, and offered a solution. That kind of response really stood out and made a difference.
I was surprised and very disappointed with their customer service.
More professional training is needed for the crew members.
I received communication when my car was going to be picked up. The tech called me and introduced himself. And then as soon as my car was completed, I got another communication that my car was going to be dropped off. Great customer service
The communication regarding the return of my car via valet and ETA couldve improved.
Elizabeth goes above and beyond for her customers. It's why I only go to her from my Genesis needs!
Lawrence was very helpful.
Michael was very kind and courteous
I’m afraid it’s just hopeless
In person, I've always received warm welcomes and feel taken care of at the dealership so my service experiences with the advisors have all been pretty great. The only issues I have with the service department are that 1. it's so busy it's pretty hard to get a hold of someone on the phone most of the time, 2. scheduling service is still cumbersome since there isn't an automated online self service scheduling system (I still need to receive a call to schedule service), and 3. most importantly, the service technicians often forget to lock my car when parked in the lot overnight as I get notifications on my app to lock the doors. This is especially important for EVs because it drains the 12V battery every time it tries to send a notification to lock the doors, and because it's obvious that the doors are unlocked since the handles pop out (in case anyone is wandering the open lot at night).
Great service from Liz as usual! Always a pleasure.
Great job , thanks for your smooth service
Social