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Brett W.

Land O Lakes, FL

05/04/2022

Category: Sales

Not so great experience, so far

I am writing this review actually before the service is completed so I am not writing about the actual service, but the events leading up. The week of 4/24 we began experiencing dead pedal issues with our 19 Genesis G70. These issues would come and go. By weeks end it was getting worse, so I called the service dept at Courtesy and made an apt for Tuesday 5/3 at 10:20 AM. Over the weekend the car became undriveable so on 5/2 I called service to see if they had a wrecker service and explained what was going on. I was told no they didn't for a used car that I would have to have it towed in. I set up a wrecker service and had the car towed later that afternoon knowing it had an apt the following morning. When the car arrived at Courtesy they called and informed me it was there and said they may actually get it in that afternoon, but if not then at 0700 on 5/3. At this point I still had not been told who the service writer was, or if there was one. At roughly 10:50am on 5/3 I called service to see if it had gotten in the shop as my wife had taken the day in anticipation of being able to pick the car up later in the day. The lady that took the call was extremely rude and would not even give me her name. She then said that it was only 30 minutes past the apt time, it was not in the shop and sometimes they ran late. I was trying to explain that was not an issue and she kept cutting me off and not letting me speak. Finally, I said fine if you don't wish to hear me then thank you at which point she hung up on me. If the call was recorded please listen. I was in no way rude. @ 3:09 PM I received a text from Pouyan that said she was my service writer and if I had any questions to please text or give her a call. I called and was told she was busy that they would give her the message. I then sent a text simply asking about the status. I received an almost immediate reply that stated the car had not been in the shop yet. I explained that it had a 1020 apt that morning and asked why it had not gone in. She explained that because it came in on a wrecker, that drop offs and tow in's took longer and were usually pushed back 24 hours before going in to diagnostic....Seriously, I had an apt, I brought the car in a day early on a tow to ensure it was there for the apt and because I had to have it towed it deletes the apt and moves it to the back of the line.....I asked if she would please give me a call as talking by text often times leads to misunderstanding. I wasn't mad, I just wanted to understand the situation. She replied no problem, I will call you in a few minutes. It is now 10:06am on 5/4 and I still have not heard from her. I did send a text this am 5/4 asking for a morning status and if the car was in the shop yet. I have yet to receive any reply. Needless to say the even to now has been completely a waste and they way I have been treated and the apparent policies regarding tow-ins, regardless of an apt or not is unbelievable. If I could give zero stars I would at this point, but I will give one for whatever reason.

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