Already spoke with the manager
Please contact me at ****-****-xxxx after 12 pm
Thank you
Good communication through the entire service process.
Much improvement over previous service experiences.
Thanks
Melissa did a great job of providing me with service and needs of my car.
My radiator hose blew and I had the car towed to this dealership, because you guys are where I always service my car and I’m hoping to buy my next car from. You guys replaced the hose, the whole assembly and crush washers (something like this per my multipoint inspection). I was told the car was ready and I asked to make sure that the leak was completely fixed because I live an hour away and I didn’t want to arrange my work schedule to pick it up and then if it wasn’t fixed, have to take it all the way back there. I picked up the car and drove it back to my work, when I pulled in, I once again noticed it was leaking coolant, not a small amount, but, a lot. I popped the hood and noticed both reservoirs were almost empty. The coolant was well below the minimum. I called Jonathan who put me on hold to talk to the technician and get some answers. He said the technician said to “let it cool and reopen it and check the reservoirs in a little bit, maybe even check them tomorrow”. “The coolant will come back in and fill it back up”. I run an aerospace assembly company. I have knowledge of fluid systems and am very familiar with cars, I am not dumb and I have felt that through this situation I’ve been talked to as if I was dumb. I knew that this was an incorrect statement (coolant filling back up), but because you guys are the experts, I tried to be respectful, and listened to him, and waited. When I went to my car at the end of the day, 8 hours later, there was still a wet puddle under it and the reservoirs were even lower. The radiator leaked all day. I now have to arrange to bring it back in and restart the process all over again. I really want to love and trust this dealership but I am so frustrated with this situation. Please please help make this right.
Jonathan provided a great experience. He was very responsive to my concerns. I could not have been more satisfied.
Melissa was very pleasant and the wait time was very reasonable.
Melissa was extremely helpful and has great customer service!! Thank you!
Outstanding, as expected!
Oscar was very accommodating and explained the test and results that were done on my car.
I don’t want to be bothered about an appraisal when I’m just doing service. I know how to get in touch with someone like I did when I purchased my car. So having someone call me asking me questions was annoying. The person didn’t even realize I was already getting my car serviced or they were on their way to deliver my car to me. So please don’t do that in the future. I’ll call if I need a car. Jaime was his name. The service guys from Dan to Oscar were awesome.
Esmeralda was amazing! She listened to all concerns about my vehicle and made sure everything was taken care of. She didn’t push any services I didn’t want and made it a seamless experience. I look forward to bringing my G70 back for service. :)
I have been lucky to have many cars and been serviced by Porsche, Mercedes, BMW, Lexus, Cadillac, Acura, and more. I love my Genesis GV80 and was thinking to get another new Genesis soon - but I have never had such a bad experience as I just did. I was not only misled and misunderstood, but my consumer rights were violated as I was told I must pay in cash or have a lien put on my car. Holding personal property hostage is not only unethical and illegal, I felt so disappointed in what is supposed to be a top tier high end luxury line. How can they treat a customer so horribly? Thank goodness I was able to speak with the manager Mayra Trujillo who was more professional and we were able to work something out. But for context, (I hope this can help Genesis (and Jonathan) in the future), the issue was a possible battery drain from a camera installed into the wrong fuse port. In order to test and discover if this was indeed the case, I agreed to a analysis fee of around $330. I was told first need to leave overnight and verify any drain. I think this was the Wed before thanksgiving. I didn't get a call back until i reached out the following week, i think tue or wed? (sorry im fuzzy on the exact dates - Jonathan said he was out for some emergency - so no problem, totally understand). I was told yes, there is a drain. so now the next step is to "disconnect" the camera from the fuse box (I think they tried unplugging the camera first and that didn't work) and then leave overnight to see if the drain still persisted or stopped. I said ok, makes sense, lets do that. I also asked (and you can listen to the recorded calls to verify) if that were true, can Genesis hook it up properly to the correct accessory fuse port, and if so, how much would that cost. Jonathan said he was not sure if their tech knew how to do it, and he would inquire. But it would cost around $660. Jonathan called after the text and said it showed no more drain. So then we know it was the camera. He also said full disclosure something broke in the process and need to wait until Tuesday for the replacement part and it would be under warranty fix. I said ok, I'll wait. And remember the context, to my understanding, the "disconnect" of the camera was to simply disconnect it from the battery or fuse box. He did not say he would totally dismantle it and take it all out. I never would of agreed to that and I did not approve of it. Case in point, I discussed with him if they could not re-connect it to an accessory port, i would do it elsewhere and if he could show me the correct port to use (which he still has not shown me). So why would I ask him to totally remove the entire camera system? Our conversation was for $660 if he could hook it up to work properly. When i asked him later what did he do, did he just disconnect the power? or did he fully remove it, was the camera still mounted on the window? He replied that he was not sure! After getting my car back, i saw everything was fully removed - not just disconnected at power source. Furthermore, the trunk of the car was left in disarray and very dirty with dust and bits under the mat area. But the front of the car was cleaned nicely as well as I can tell the outside of the car was washed nicely. Needless to say, I was shocked when I got a text saying the bill was $1320. I was expecting that it was just for the evaluation fee of simply disconnecting the camera from the fuse box to determine if it was the source of the drain. I never agreed to a full dismantling and removal of the system. I received no written quote and Jonathan was not clear in what he meant by disconnect. The context from the beginning was disconnect did not mean fully remove everything and he never quoted a price for full removal. I am very disappointed and frankly shocked at this horrible experience. I really love the Genesis brand and automobile. I hope my faith can be restored but I am severely disappointed of how I was treated. (except Mayra who was wonderful!)
I brought my car to your service center with a legitimate 12v battery issue and your technician decided that my batteries SOC was low, but it was not the A/C dryer, electric seats,electric windows, and electric hatch to blame. It must have been the trickle charge hookup, my radar detector, and CD player I use occasionally which are “ aftermarket “ drained my 2 year old lead acid battery issue not properly holding a charge ! To add insult to injury the technician offered to charge me to recharge my 12 v battery! While I was waiting for my 23 GV60, I walked upstairs to your showroom where you have a gorgeous metallic blue GV60 for sale I didn’t really look at the msrp but I did notice the small sticker adding $3k to the price for dealer ad ons which I would never pay for! I am lucky enough to be able to buy several of your cars for cash, but I see the way you treat your valued customers ? I would like to give you a chance to earn my business when I get ready to buy another vehicle, the ball’s in your court! Sincerely David S
Oscar was very professional, courteous and answered all my questions.
Excellent and well trained service
Thanks give a raise nice service
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