Genesis Of Carlsbad

Dear Verl,

Thank you for purchasing and servicing your vehicle at Genesis of Carlsbad and for providing us with your feedback. I want extend my sincere apologies for the poor experience you had while in our waiting area. We are taking corrective actions for improvements. We recently made some changes with our service staff since your visit and have begun a remodel as you witnessed with the bathroom situation. We are attempting to remedy that situation quickly with our contractor. Our goal is to have you 100% satisfied with your vehicle and our service. I would like to provide you with a complimentary full vehicle detail to be used any time in the future for any inconvenience we may have caused you. I will be in contact with you soon.

Sincerely,

Jamey Watson
General Manager

Mette, 

Thank you for your time to fill out this survey, it plays an important role towards our goal of having completely satisfied customers. I am so sorry you had to wait so long for an appointment. It really bothers me that we are that far booked out. I hate it and I am trying hard to get it fixed. The long wait is due to our department being extremely short staffed. We have been trying to hire additional staff, we have had job posting for months with no success. If we can get fully staffed then I would be able to dramatically increase availability for appointments. We appreciate your time, and We appreciate your business. 

Happy Holidays,

Thomas Bassett
Service Manager
760-929-4900

Hey Ramaiah,

Hi, thank you for your time to fill out this survey, it plays an important role towards our goal of having completely satisfied customers. I am Sorry to hear about the Valet not working. we have a very specific system in place. I see you made your appointment online, next time if you call to make the appointment, we can get the valet all set up. Also, I see the note about a concern, but it’s also documented that the concern happens at 100mph, and under 100mph the car is fine. due to this is, I would be able to diagnose as our technicians can only drive the posted speed limit. Next time I hope we are able to make sure you had a 5-star experience.  We appreciate your business. 

Thanks for your Time,

Thomas Bassett
Service Manager
760-929-4900

I apologize that we did not have a Genesis loaner available and had to provide you with a Hyundai. We do our best to have them, however all 3 ended up being out on unexpected long term repairs. I will share your concerns with Dealership Ownership regarding possibly providing us with more Genesis Loan cars to fulfill our customer needs. 
I also want to Thank you for your patience while we were only on our 2nd day with our new loaner software, I wish we could have been faster and I apologize that you were affected by our brand new system that Genesis had just launched. We are getting faster at it everyday. 

Thank you for the review. I would like to understand where we failed to provide a positive service experience for you and your vehicle on your recent service visit. I see that you have mentioned our facility improvements, so please feel free to use our Valet service in the future. If there is anything else we can improve upon to ensure you have a 5-star experience on your next visit, please let us know, your COMPLETE satisfaction is very important to us. We greatly appreciate the feedback and thank you for choosing Genesis of Carlsbad for your vehicle service needs.

Thank you for visiting us during this Pandemic. We understand that reviewing us as a score of 1 out of 10 for comfort of waiting area and amenities was due to the fact that we have our lobby closed to customers to protect all of our customers and our staff, but I assure you under normal operating procedures, we have a very comfortable waiting area, have gourmet coffee, snacks and water available to all of our customers. 

In regards to the concern with your vehicle that you brought to our attention when you dropped off, we will need to schedule you a future appointment for that, as for when I scheduled you maintenance appointment, you had not mentioned it. We want to make sure the right technician is diagnosing the vehicles, and our maintenance technicians are not certified to do so. However, my recommendation would be to schedule this when we are open for normal business and can offer you valet service. 

Please let me know if there is anything else we can do for you at this time.  And again I aplogize that our restrictions with COVID has negatively impacted your experience here. 

Gillian Roberts
Parts and Service Director
gillianr@bobbakerhyundai.com
760-929-4900

Me McElroy, the audio still isn't working after Genesis Techline had us replace the Amp this last time? If that is the case let me know so we can reschedule you  We are still open during this time M-F 8-5, and Genesis Technical center is still open as well. However, we have temporarily had to stop performing valet services, but still can provide a loaner. 

Please let me know and I am sorry this is still occurring, we will continue to work with Genesis Technical assistance for their next recommendation