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I made a appointment at Genesis of Plano (A Huffines Dealership) for my 16K service and let me know I needed a loaner for Thursday 12/21/2023, which is part of the Genesis Maintenance Program along with the concierge service, in which they confirmed my appointment.
I drive to the dealership and head to service, I get greeted by ( can't remember his name but I know he was new because he didn't know much about the Genesis service) a service advisor. He looks up my appointment and acknowledges I do have a scheduled appointment, I let him know I am also having an issue with my apple carplay system in which when I plug in my usb from the car to my phone the bluetooth cuts off. The service advisor tells me that they will need it for the weekend and I said "that will be fine but I will need a loaner for that entire time." He tells me sir we don't have loaners until next week. I stated that's fine let's set up the concierge service for next week while I'm here. The service advisor says I can't set that up right now but I will call you when I get the information about when the loaners are due to be returned. At this point I'm not really happy with this service so far, I said to him I need to speak to the service manager.
The service manager comes out ( I believe his name is Marcus Procter) and ask me what was the issue, I know the service advisor has alreay filled him in because I sat there for another 5-7 minutes waitng on him to cme out of the trailer. I explain the situation again in detail.
The service manager states "we don't have any loaners and won't have any for 3 weeks." I told him that his service advisor just told me he would have one next week and he looks at his advisor in front of me and said "make sure you know what you're talking about before you tell someone that."
I stated to Marcus that I can go to Norman Oklahoma where I bought my GV80 and they will give me a car for as long as it takes to service mine. This service manager looks at me and says " oh you didn't buy this from us" and I said no at the time I bought this you guys didn't have what I wanted so I drove the Norman OK to get it.
He looks at me and says let me go in and see what I have coming up, he sends the service advisor back out instead of him having enough respect for his potential customer to come out himself, he he tells me "sir we will not have any loaners available until the middle of February 2024.
This is a slap in the face to a customer when the Genesis Brand prides itself on customer service and being one of a kind brand. This was my second time trying to do business with the Huffines family and it failed again but this time miserably.
I called Genesis of Norman about servicing my GV80 and they stated the following "Mr Collard we would be more than happy to help you and we are sorry about your experience with a Genesis Dealer." They set up an appointment for Tuesday 12/19/2023 and will have a loaner waiting for me cleaned up with a full tank of gas. I told the service manager that while they are servicing my GV80 I may just want to upgrade from a 2023 to a 2024.
So the bottom line here is not only is the dealer in Normane going to get my service the are also going to get a GV 80 prestige pkg with 16000K mile on it as a trade they are going to sell another GV 80 before the end of 2023 closeout.