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Genesis of Escondido is the absolute worst dealership I have ever been to and experienced in my entire life. The cliche of salesmen being unprofessional, sleazy, and basically criminal keeps that reputation because of places like this.
I have been in the market for a GV60 and Genesis of Escondido is the only current dealer in San Diego unfortunately(Genesis should definitely reconsider). The first salesman Jose Hernandez was a good guy,enthusiastic, and showed me that they had the cars available on the lot. I told him I'd go in the following day and he set me up with Lorenzo and Pedro.
Initially everything went ok. They didn't have the trim I wanted but they were nice enough to sit down with me and look at the upcoming allocation and we were able to find the car I wanted. We agreed to on the vehicle and because it wasn't out on the lot yet, we weren't able to complete the paperwork. We agreed on the deal and Lorenzo and Pedro told me to come by Friday and we'd get everything settled. Come Friday, I drive an hour again to the dealership to be told that the techs still haven't cleared the car and it wasn't ready and they didn't have access to the VIN so they wouldn't be able to process any paperwork. They have me fill out my pre approval and let me know that they'd have the paperwork ready and would deliver the car to me the following Monday. Great, right?
Wrong. Monday morning, I don't receive and calls and they aren't responding to my calls or texts. Then after about 3 hours I finally get a call from Lorenzo telling me that the car did not pass inspection and they wouldn't be able to sell me the vehicle. Excuse me?!? What?!?
Here's where they messed up. I had a colleague call in and inquire about the specific model that was meant to be sold to me and the salesperson told them that the car had a pending sale but if the deal fell threw they would be able to sell the car that evening. Furious, I call Lorenzo and he says that's not true and that the car did not pass inspection. I ask to speak to Pedro(his team manager) and he confirms that the car was not released from the inspection and that it would not be for sale.
I hang up the phone and call back and ask for the General Manager. I speak with Juan Martinez(finance manager I believe) I explain the situation and he kindly offers to look into the situation and give me a call back. A few moments later I receive a call from Jose Martinez(general manager) and he tells me he is speaking with the tech and the car passed and is on the lot. I tell Jose about what's going on and he apologizes and tells me he'd talk to his team and give me a call back.
I didn't receive a call back(as expected) so I call back in. Lorenzo answers, I ask to speak to Jose Martinez and he reluctantly transfers the call. Guess who answers? Pedro. Conveniently Jose is in a meeting and now Pedro tries and weasels his way out of the situation. First blaming Lorenzo for not doing his job and not verifying if the vehicle was already pre-sold(the car had a deposit). He then tries to backtrack saying the car didn't pass inspection and it wasn't for sale.
Everything at this point is a mess but I'm a person myself. I make mistakes. But where Genesis of Escondido lost my business and anyone in my circle for that matter is the fact that they were not able to accept they made a mistake. Had Pedro or Lorenzo apologized and said "hey we messed up, the car actually had a paid deposit and we missed that note." I would have been extreme disappointed but I wouldn't have been upset.
I've been in the service industry/customer service for a long time myself. Anyone and everyone knows that one of the most important things when making a mistake is reaching out and recovering. I tried to give them the opportunity to make things right but they were either too proud or hardheaded to figure out their mistakes.
Everyone at Genesis of Escondido failed to do that. It's extremely unfortunate Genesis chose this particular dealer to give their first allocation to in San Diego because they will absolutely destroy this brand.
Genesis of Escondido is dishonest, unprofessional, and an absolute stain to the Genesis Brand. I will definitely be reaching out to Genesis and Genesis Korea about my experience and will be encouraging them to give their allocation to other dealerships before the entirety of San Diego loses their desire to purchase a Genesis because of this specific dealership.