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Think TWICE BEFORE buying here! You’ve been warned.
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Think TWICE BEFORE buying here! You’ve been warned.
The sales experience here was average but they guilted me into a 5 star review with Genesis USA, explaining how important it was that anything less than 5 stars would cause them trouble with Genesis USA. The real reason I canceled my Porsche order was for the Concierge Service where they BRING YOU a loaner Genesis and take yours in for service for you. Nice! That was the entire thing that tipped me towards a Genesis. I even confirmed at that time that they would have loaner vehicles (been bit by loaners before) and they assured me they had dedicated loaners for this program.
When it came time for my first service they said they couldn’t offer Concierge Service because they had no loaners at all. My guess is that any that they had they sold off because it’s a pandemic and they can make more money! And dealers wonder why nobody likes the dealer experience! Why worry about making good on promises to existing customers when you can profit from new customers! I assume that’s the logic. But why not offer me a rental car and just come drop it off? Other dealers have done that. But no. No loaner. No rental. No pickup service. No drop off service. None of the stuff I was promised at all. I only have 1 car so that means I have to figure out how to get there, then to a rental car place, pay for a rental, and then do that in reverse when my car is done. All when I paid for Concierge Service already.
I asked to speak to the Service Manager and got his voice mail. Left him a message even though he never said his name on the voicemail. A week later and no returned call I left a 1 star review for them. About 30 minutes later they called me. Of course, they FIRST replied to the review. Shows their priorities here. Cover ourselves before we go help the customer. Lovely.
Service Manager Brian claims he never got my message and blamed it on a new phone system. Right. Okay. Great system. He also said he doesn’t control loaner vehicles or have any control over ordering them and didn’t know when knew loaners would arrive. Said it wasn’t his job. What? Wouldn’t loaner cars for the service program absolutely be part of the job of a Service Manager? Or shouldn’t he at least be informed of those things?
I asked why he called if he couldn’t help me. He told me the dealer Manager, Justin, told him to. Hmm. Why didn’t Justin call me? I’m not important enough to talk to the dealer Manager? I asked him to have Justin call me, and so far he has NOT called me back. Doubt he will. Maybe another phone system glitch?
When this first happened I also opened a support ticket with Genesis USA who assured me the dealer is NOT allowed to pull this stuff. They assured me they would follow up with the dealer directly and make sure this doesn’t happen again. But a week later and Brian at the dealer has no knowledge of this case being opened. So did Genesis USA not doing anything at all in a full week’s time? Trying to get a follow up from Genesis USA isn’t easy either as they keep telling me, more or less, that they’ll handle it and they don’t need to update me at all. Lovely. Not like that will stop me.
I wouldn’t buy from Red Hoagland ever again at this point and don’t see myself buying another Genesis again either. The biggest issue here is that Genesis wants to be a luxury brand like Porsche and Mercedes but they’re doing it out of Hyundai dealers that have no clue how to offer a luxury experience. It’s like going to a shady pawn shop to buy a high end Tiffany diamond ring, and it shows. This is why they create the Concierge Service program and it’s great in theory but shows how easily it falls apart when you have a dealer that decides to sell off their loaners cars.
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