This experience was incredibly disappointing and frustrating, and unfortunately, it reflects the level of service I’ve come to expect at this dealership. I brought in my GV60 for a recall, as well as other repairs, including a cracked screen. When I arrived to pick it up, I was told the work had been completed. But the cracked screen was still there, unchanged from when I dropped it off, and the paperwork falsely indicated that the repair had been done.
I genuinely question whether any repair attempt was made, and if so, how it could have passed any kind of quality check. It felt careless, misleading, and disingenuous, especially from a dealership representing a premium brand like Genesis.
To make things worse, the staff member on-site wasn’t even aware that my vehicle was ready for pickup, even though I specifically texted Lawrence Lee and got confirmation that this would be done the day before. Other simple service items, like resetting the reminder light, were also missed.
I’ve been patient, but the lack of follow-through, communication, and basic attention to detail is unacceptable. I hope this feedback is taken seriously, because this level of service does not reflect the standards that Genesis customers should experience.
Fantastic service. Loved it
Excellent service thank you
As we are both disabled, honoring the commitment of concierge service & flexibility to change pickup & drop off makes servicing our vehicle possible. Our vehicle concerns were also addressed.
Quality service and great communications!
Problem persists. Not repaired.
From the pick up of my car, to when it was promptly delivered back to me, I was kept informed, and contacted by Michael Hoyt. It is a pure delight working with him, and I found him to be very professional, welcoming, and thorough.
I was surprised that they only started work on my vehicle six hours after it was dropped off. I think they could’ve notified me sooner about any potential delays.
Michael was very responsive and communicated state of progress all along the way. We also discussed options for recall service in the future given that I live about two hours from their location.
I was never contacted by the dealership when my vehicle was ready. I worked all day and at the end of my shift, I didn’t know if my car was ready and no one texted or called. I found out the service rep I was given didn’t come to work that day. After my work day ended, I called again and was told I could come. I ubered to the dealership to pick up my car.
First time using the Genesis valet service. I was very happy with the service. Mr. Lawrence Lee was very kind and professional. He was good at updating the service status.
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
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