There is a systems issue breakdown with communication amongst your advisors and with scheduled appointments. I talked with three different advisors. Each one did not inform the other of the information I relayed to the advisor. I had to repeat myself three different times to three different people. The final advisor was very helpful. However, the previous two advisors did not inform him of the work that needed to be done, so my work was delayed 4 business days from my scheduled appointment date.
Despite these repeated phone calls informing them of this, when I was reached for questions I would call and leave messages and they were never returned. From the moment I was first contacted regarding any questions of my car I had called in and left eight messages total and none of them were returned.
In total, what was supposed to be a one day routine maintenance and recall turned into me not having my car for a total of 12 calendar days
I expect much more professional organization, communication, and service given the price and quality of the car that I leased. I wish that I could look for different sites, however, San Bruno is the only site in all of the Bay Area that services Genesis electric cars.
Hey, Lawrence helped me out with everything.!
Overall Lawrence was very responsive throughout the process but it is unfortunate the scheduled service of paint touch-up that was already scheduled ahead of time was not completed in this service visit. If the dealership is striving for customer satisfaction, it would help if planned services are completed on the day of the service.
Lawrence and Richard and the whole team helped me tremendously when getting my car to San Bruno for routine maintenance check and busted side mirror. They were polite, prompt and really came through when I had no idea how to get my car down for repair. -Janie
Thank you for your great customer service!
Lawrence did a great job of getting my car in and cared for. Plus I appreciated the loaner car while mine was in for a recall-
And the valet service was super convenient.
Thank you, Lawrence!
Lawrence made it very convenient for me and kept communication of when my car would be ready. This was my first experience with Genesis and I was very pleased.
Thank you Lee for your kind and good service
Lawrence was great - responsive and easy to work with.
The car still showed the same problem after a few days. The dealership made efforts to fix but it was not successful in the end. I think my car is a lemon and I need support from the manufacturer
They kept the car at the service for a week, they don't answer calls. And in the end they sent a bill for a replacement car in the amount of $360
Lawrence provided great service. He was excellent. However The overall experience the service center left much to be desired. After making an appointment I had to wait 1 and 1/2 hours before anyone looked at the vehicle. Then incredibly the service center ran out of tire patching compound. It took 3 hours to repair the tire, that should have been a 30 minute task.
The problem- dash screen going black with not even a speedometer- was not replicated, and therefore, not repaired. It might repeat on me on the freeway again.
Elizabeth was very helpful.
Thank you Lawrence for taking yourjob and decision making to the next level. It made all the difference in an experience that could have gone in a completely different direction. Your thoughtfulness did not go unnoticed.
The team at San Bruno truly number one bruh stop playing forreal all yall other dealership gotta step correct
I am very disappointed with my recent service experience at Genesis.
My vehicle was serviced on July 30, and the very next morning on July 31, I experienced serious engine issues. Additionally, there was a strong smell of gasoline inside the car, which made it unsafe and concerning to drive.
I returned the car to the service center the same day, July 31, and as of today, August 5, I have not received any update. I have no idea what is wrong with the car, what’s being done, or when I can expect it back. It has been nearly a week without a single meaningful communication.
Moreover, I have been unable to reach any service representative by phone. No one answers or returns my calls, and I feel completely left in the dark.
This level of service is unacceptable.
Please advise me on how I should proceed in this situation and who I can contact for help and accountability.
Valet service was easy and convenient especially due to the distance from SF to the service center.
Social