Chandni, Thank you for taking the time to fill out our survey. We appreciate all your patience while we serviced your vehicle and pleased to see you had a 5 star experience. We look forward to seeing you on your next visit and continuing to provide the best possible service.
Moo, Thank you for taking the time to fill out your advisor's survey. We appreciate all your patience while we serviced your vehicle and pleased to see you had a 5 star experience. We look forward to seeing you on your next visit and continuing to provide you with the best possible service.
Thank you for taking the time to fill out our survey. We appreciate all your patience while we serviced your vehicle and pleased to see you had a 5 star experience. We look forward to seeing you on your next visit and continuing to provide you the best possible service.
Harold, Thank you for taking the time to fill out our survey. We appreciate all your patience while we serviced your vehicle and pleased to see you had a 5 star experience. We look forward to seeing you on your next visit and continuing to provide you the best possible service.
Thank you for taking the time to fill out your advisor's survey. We appreciate all your patience while we had your vehicle and pleased to see you had a 5 star experience. We look forward to seeing you on your next visit and continuing to provide you with the best possible service.
Miranda, Thank you for taking the time to fill out your advisor's survey. We appreciate all your patience while we serviced your vehicle and pleased to see you had a 5 star experience. We look forward to seeing you on your next visit and continuing to provide you with the best possible service.
Robert, Thank you for taking the time to fill out your advisor's survey. We appreciate all your patience while we serviced your vehicle and pleased to see you had a 5 star experience. We look forward to seeing you on your next visit and continuing to provide you with the best possible service.
Marsha, Thank you for taking the time to fill out our survey. We appreciate all your patience while we serviced your vehicle and pleased to see you had a 5 star experience. We look forward to seeing you on your next visit and continuing to provide you with the best possible service.
Justo, Thank you for taking the time to fill out our survey. We appreciate all your patience while we serviced your vehicle and pleased to see you had a 5 star experience. We look forward to seeing you on your next visit and continuing to provide you with the best possible service.
Andre, Thank you for taking the time to fill out our survey. I apologize that your resent visit was not the best experience and that there has been some issues before as well. I will have a service specialist reach out to make sure we address the issues and do not have the same problems going forward.
Virginia, Thank you for taking the time to fill out our survey. We appreciate all your patience while we had your vehicle and pleased to see you had a 5 star experience. We look forward to seeing you on your next visit and continuing to provide you with the best possible service.
We had been looking for a late-model, low mileage pre-owned luxury SUV for several months. I wasn’t particular about the brand, but more concerned about the warranty, vehicle options, value and buying experience. We have purchased many vehicles over the years; both new and pre-owned, and primarily Mercedes and BMW. As we’ve grown older (and, presumably wiser), we’ve done all of our pre-owned purchases exclusively through branded, highly rated dealerships. We do this not only because I expect a smooth and stress-free transaction, but because we expect 5-star service—which starts with a pre-owned vehicle that has been meticulously inspected and serviced. We are not youngsters anymore (we are both 63) and having a vehicle that we know we can trust on the road is paramount, especially since we now have very young grandchildren living in Los Angeles that we frequently bring back to Las Vegas for visits.
I finally found a vehicle that checked all the boxes; a 2023 Range Rover Velar Hybrid with an original sticker price of $83,000.00. We took time off work and scheduled a test drive with the sales team at Genesis of Las Vegas and headed over there. The salesman was courteous, the price was right, and we liked the vehicle. The sales process was several hours (which is typical). While I expected some typical dealer fees, I was a little shocked at the 3K in “reconditioning” and other miscellaneous dealer fees. However, I was able to negotiate these fees down by @ half, which seemed acceptable. We also asked for some very basic cosmetic repairs (a small gouge on the rear bumper and some surface scratches that could be easily buffed out). The salesman said that these would be easy to take care of by their service department, but it would require us to pick up the car the following day.
We returned the next day (now a second chunk out of our busy work schedule) and went over the vehicle with the salesman. The detailing/gouge repair we had requested wasn’t done. The salesman was apologetic, and said the gouge was just too deep. We reluctantly accepted it—primarily because we just didn’t have the time to spare, nor did we want the extra stress involved in escalating the issue. This was our first mistake, and the first red flag that we failed to recognize.
We do quite a bit of traveling between the Midwest and Vegas (snowbirds), so after picking up the vehicle, we were only able to drive it once before a Wisconsin trip. When we returned, we drove the new car on a trip to Bull Head City and then met our daughter in Barstow to pick up the grandkids for a week. The very next day, I started the car and got a waring light for the cooling system. BIG RED FLAG. I was only thankful that this didn’t happen on our drive through the middle of the desert with our grandchildren onboard. In an instant, I realized that all of my safety rails for a purchasing a pre-owned vehicle just went out the window. Clearly, a low-mileage, $83,000.00 SUV that was literally just driven off the lot couldn’t possibly have a cooling system issue that wasn’t identified by a respected, luxury dealership??? Wrong. Worst of all, I knew in that instant, that we wouldn’t be able to trust this vehicle again. Of all the system failures that could occur, there is simply nothing worse than a cooling system failure. I know enough about engine anatomy between our cars and boats to understand that a cooling system failure can quickly fry an engine or at the very least, overheat it to the point that permanent damage is done to critical internal parts.
To further complicate the issue and add to my concerns, I was also getting a notification of service due in less than 3K miles. The vehicle was supposed to have been “reconditioned”, including a fresh synthetic oil change that wouldn’t have required the next service for at least 7500 miles. Red flag number 2….
I quickly contacted the dealership. However, instead of the immediate “we’re on top of it” response I expected, what I got was the red tape runaround. I was first transferred to sales, where I was told that it would have to be handled by service. I then asked to speak with the service manager, explaining that it was simply unacceptable to have problems like this the second time the vehicle had been driven. I was then transferred to Zach (service manager) and had to leave a detailed voicemail. A couple hours later, I received a call back from Danny in the service department saying that Zach was tied up. I relayed Danny all of my concerns and asked to please relay this to Zach and get back to me asap.
Nothing but crickets. No return call or communication from anyone. The next day I reached out to the original salesman. No response. The following day, we received a text message from someone else in the sales department saying that the original salesman was out for two weeks. I called him back; again asking for the service paperwork we had never been given. He told me that it would have to come from the service department. I was clearly getting more of the runaround. I then called back to the general number and requested the email address for Zach, the service manager. I sent him an email stressing my strong dissatisfaction with their handling of the matter and again demanded the service paperwork. Shortly thereafter, I received a response along with the “reconditioning” records and an offer for me to bring the vehicle by and have it checked out. It was now Friday afternoon—too late for us to take off more work and get all the way back to the dealership. I then responded to set up a date that would work for us, along with a request for the Carfax showing the full history of the vehicle services and ownership (they had posted the Carfax when I first viewed the car online. I viewed it and didn’t recall see anything unusual, but I neglected to download a copy). No response….
It is now a week later, and I still haven’t received a response to my last email. No appointment. No Carfax. No apologies or resolution. I will simply have to take the car to the Range Rover dealership and hope that they can assess the problem and figure out exactly what part Genesis of Las Vegas played in this debacle. Now I’ll have more time lost, more headache and still end up with a vehicle that I doubt we’ll be able to trust again. I don’t know much about the Genesis brand; I’m sure it’s a good product, but my advice to anyone in the market for a new Genesis or a pre-owned vehicle: STAY AWAY FROM GENESIS OF LAS VEGAS! It’s about as far away from a luxury car buying and service experience as you could possibly get!