Verified Customer
Mr Eric,
We appreciate you answering our survey and we also appreciate you choosing us as a dealer. It’s unfortunate to hear you didn’t enjoy the features on the vehicle and that you weren’t able to identify these issues before the sale was 100% completed. In the auto industry guests have the vehicle presentation, the test drive demonstration and the delivery presentation - during these processes guests will let us know rather or not they enjoy the vehicle and by the end of the process we should have the entire car covered and explained to the guest. After talking to Rich I was assured that he did a vehicle presentation and the delivery presentation with you and that he explained features until he was told that you understood everything, when then he offered an appointment for you to come back if you had any questions. We can’t accept New Cars return for many reasons, our guests wouldn’t be pleased to know that their new vehicle has been used by a different guest that returned the vehicle. Manufactures also don’t support returns- And finally, as a dealer we can’t afford to pay MSRP for a vehicle and then pay to warranty certify it through the manufactures program to be able to sell as USED in which case we need to price the vehicle down to justify it the fact the it has been used. However, it matters to us that you aren’t happy, we take much pride on our jobs and our guest’s experience. And that’s why we called after a meeting about this matter, and we made an offer to buy the vehicle back, I guarantee to you we offered as much as we could for it. And, I assure you it’s not good business for us to keep a guest unsatisfied.
We are still willing to purchase the vehicle back if that’s what you wish to do.
I understand that this situation is very upsetting to you but I would like to let you know that Rich has been extremely worried about you this situation and even when he was sick he kept communication going with you and us about this. If is there any way you can reconsider your score please do so, knowing that this review mostly affects Rich and his career with Genesis. I am required to send you a rescore request as a chance to reevaluate your experience, Rich would really appreciate if you reconsider your statements.
Sincerely,
Kassia Olejnicak.
