Tim and the service desk are great. Always helpful, courteous and professional. The technicians seem to do great work.
But Genesis service as a whole is terrible. Dealers are dropping the brand. Service is getting harder to find. Scheduling service and phone systems are impossible to navigate. Benefits to loyal customers are being pulled and customers aren’t informed. Today my loaner car was supposed to be a rental car but Tim covered this. The loaner program was part of the benefit package when I purchased the vehicle.
The 2 Genesis cars I have owned - GV80 and the GV70 are the best cars I have ever driven. But Genesis service will have me moving my business back to Acura or Audi. It is just maddening every time I need service.
Today I was also charged $199 for diagnostics that I thought was a simple warranty problem. Turns out someone hit my car and dislodged a sensor. I didn’t know I got hit as there was no (to me) visible signs of damage. But since the issue was ‘external’ - I was charged the fee. Quite the surprise.
I will likely shift my loyalty soon to improve a dealer and service experience. As the whole Genesis manufacture / dealer agreements are a mess.
Alex was fantastic to work with!
Tim McCarthy is just the absolute best. I have never had my car touched by anybody but Suntrup Hyundai nor will I ever. And I hope that I will always be able to use Tim McCarthy as well.
When car was ready when promised he was very apologetic and made sure I had a ride for the weekend.
I was told it would be 1 1/2 hours for me to wait and it was 2 1/2 hours.
I don't want to be followed up with. Never coming here again!
Christopher handled my service request from beginning to end very professionaly and always with a smile. He kept me informed along the way of what was going on with my vehicle, which helped to assure me that all was on track. I was very appreciative of his care. I thank him!
Updates were not provided in a timely manner. We noticed my car was parked in the lot while using my app, so we drove up thinking it was finished after 7 hours & no one answering our calls or texts. When we got there, we were told it would be another day & they had no rental cars for me. We wasted a 40 minute drive just to hear that!
I was then notified the following morning it was finished, but I would still have to bring it back due to needing a part ordered for my recall. Why couldn’t we have been told this the night prior and not wasting gas driving there! I was then informed that I would receive a voucher for a free oil change, but I did not receive that either! We have normally been impressed with your services, but the lack of follow up this time wasn’t the greatest.
Communication was not great. I called several times and left voice messages and no response. I asked several times for quote for tire but never got any response. I wasn’t expecting such service. I won’t ever come back for service again. Thank you!
Service Advisor, Alex was great to work with. He took his time to explain everything and walk me through the process even when I know he was busy. He is the type of employee that will continue to have customers returning. Please give him my thanks for helping me.
Michael T
Team was great and took care of everything very quickly with good communication. Thanks!
Tim has always gone above and beyond and he remembers that I have a hearing problem. He always speaks so I can hear him. He explains any situation that requires service on my vehicle. Tim is a valuable asset to you dealership.
I had communication that I would drop my car off on Sunday for Monday (today’s) appointment. I did so and filled out a drop off form indicating my appointment and quote. I found a hand written note that said I had a 9:30 am appointment that I did not show up for. The advisor said it was his note and h forgot to make the appointment and this was his was of accounting for that. Also, I only received part of my invoice in my online statement which indicated it was only $200. I understand what my original quote was but I would be more careful in the future. I do think the advisor is very good but I do not agree with this comment and the transfer of accountability. I would also like to take this time to indicate my privacy concerns again. That I allow no one other than myself into my agreements and special arrangements but with transparency as the vehicle is my personal property.
I got my car less than a year ago. Paid in full for it, so I'm not going to be interested in a trade in any time soon.
Day prio r my headlight went out. Got on website scheduled appointment for next day-wow! And headlight bulb replaced!!
My husband & I think our service advisor, Austin, and the work preformed on my car, were subprime.
However, I spent an hour in the waiting room, for a ride down to the Enterprise Rental Office (less than a half of a mile away), I finally called a family member to come pick me up and drive me to Enterprise.
I was told the repair should be finished by the end of the day, but they would send me a text when ready. I spent the night with family in St. Louis anticipating to pick up my car and drive back home to Cape Giraradeau, two hours away. No message or phone calls, Monday or Tuesday, although I left both, I drove to the dealership to find out that my car had not been worked on.
The service department had extended the rental car, but did they take into consideration that’s another whole day for me? Six hours from the rental place home, two hours back to the dealership to pick up & then return the rental, then two hours back home.
In 20 years, other than my BMW 750i, my Genesis G80 has been the most comfortable & enjoyable ride that I have owned.
Having a hard time deciding if Genesis is the right choice. I would really hate to get rid of it, but at my older age is it particular to own a Genesis in my area?
I was delight when my car was ready in about 1 hour and I had the anti theft ignition improvement finished on my car. Thanks for Austin and everyone at Suntrup.
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