Service Department's Reviews

4.0

(7 Reviews)

Write a Review

Recent Reviews

Eduard M.

Stockton, CA

ReScore Review™

06/11/2021

Thank you for resolving my issues

Thank you, Brian, for addressing the concerns I had regarding my last service. I do love this car and the service performed on it was impeccable. I am hoping that the brand and your dealership is very successful because it is deserving of such.

Thanks again

Recommended

Original Review

06/09/2021

Service experience has been nightmarish so far

I recently purchased a G70 from this dealership and, from an automotive standpoint, the car is incredible. Truly a great driving experience. And I wish this would be a glowing review of the car, but unfortunately, the same can't be said so far with the service experience I have had up until this point. It's worth noting point by point what I have encountered and that, hopefully, these issues are resolved in future instances not only for me, but for any current or future Genesis owner since the car does truly deserve a good service experience to back it up.

1) When the G70 was delivered, the sales representative was rather detailed in noting flaws that were found on the car. Namely blemishes on the paint, hard water marks found and the driver's side chrome moldings were ruined by sun exposure. He noted the issues down and then informed me that the service department would get in contact with me regarding when to schedule said service and that, if by Wednesday of the following week I don't get a call, to call them.

So, that Wednesday came, I didn't get a call so, as instructed, I called them. The service rep was fairly intuitive on when to schedule the service and a loaner was made available. I didn't inquire about the valet service(a service you market on your website as a feature), so I dropped the car off at the dealership, took the loaner and went about my daily routine.

Towards the end of the day, I hadn't received any call regarding any update whatsoever and this was starting to concern me since, in the previous 7+ years owning my previous car(2014 VW Jetta GLI), the Volkswagen dealership was nothing short of attentive on giving me an update usually before lunchtime, either to tell me that car is ready or of whatever eventuality that may have occurred.

I subsequently called the dealership and, to my sheer shock, got redirected to voice mail when trying to contact the service department. Again, something I NEVER encountered with Volkswagen or ANY OTHER BRAND FOR THAT MATTER! When I call a service department of a specific dealership, I expect an actual human to attend on the other end and ready to assist me. This is already a very bad start.

I was finally informed that the car was ready to pick up, so I went to the dealership after work, where they explained that they buffed out the paint blemishes but that the chrome molding will need to be replaced and, since the car was bought new, that it would be fixed under warranty. They then said they would call me about when to schedule a 2nd service to have the molding replaced. So I picked up my car and went about the rest of my day

2) I receive a call from the dealership a few days later informing me that corporate approved the warranty fix for the molding and wanted to schedule a day for me to drop off the car to have it fixed. Initially that following Saturday was agreed upon, however I asked how long this service would take. If it were to be an hour or so long, I wouldn't have an issue waiting at the dealer for the service to be done. They informed me that they weren't certain about the service time and would call me back with a time estimate. Upon calling me back they said that the service would take most of the day. At which point I asked for a loaner, to which they replied that no loaner was available. This is now 2 issues I have with this dealership. Aside from having the service department linked to a voice mail system, not only was the valet service(again, a service marketed on your own website) offered, but no loaner was available. The service rep then said that they would call me when a loaner was available.

Clearly, this was not sitting well with me, so the very next morning I called back and was wondering if a loaner was available. The service rep said that she would talk to the head of the department and get back to me in about 10 minutes. About 7 minutes have passed and I got a call back and was informed that, after reviewing my contract and noticing that I was entitled to the valet service, a loaner was available and that they would come and pick up my car. So this past Tuesday at 8am was scheduled for the pickup of my G70 and handing me a loaner at the same time.

It's suspect to say the least that they, who sold me the car, were not aware of the details in the contract and that, only after reading the contract, that they suddenly changed their tune completely. This is going from bad to worse.

3) Tuesday arrives and I even arrived at work a little early to make sure the drop off was done smoothly. 8am rolls around, then 8:15 and then 8:30. By 8:40 I start getting concerned. Again, I call the service department at the dealership and AGAIN I get a voice mail(which is starting to become a recurring and highly irritating theme). Finally I get the service rep who, this time, instead of identifying as the service department, answers with a highly informal "hello?". I ask if I reached the service department and she, probably by noticing my number on caller ID, asked if I still wanted the valet service. I insisted yes and said that they were late. They apologized and sent someone out, who arrived at around 9:30....one and a half hours later than what was scheduled.

Now, to this particular point, it turns out that the receptionist at my workplace emailed me a voice mail message that was made by the service department at around 7:57am. However, since they had called my cell phone up until this point, why did they suddenly decide to call my workplace instead?

4) The car is picked up, the loaner is dropped off and, in that exchange, little was said. No written estimate was given to me, no real details of what is planned for the car, nothing more than a "thank you, bye". Again, in the 7+ years with Volkswagen(a brand that doesn't compete with Genesis, but rather with your parent company, Hyundai) would always give me written estimates of what the service would entail or at least a general idea of it. An estimate I would sign off on before anything was done. It's also to note that in the previous service and this service, nothing written, printed, typed or emailed was give to me regarding what was planned for the vehicle or what has been done with the vehicle. To say I am getting further disappointed would be an understatement. My level of tolerance is running razor thin at this point.

5) Nearly a full day had passed and I was not informed of the status of my car. It was picked up at 9:30am and at 3:40pm, I once again called the dealership.....once again getting a voice mail. I finally get through to the service rep who informed me that the technician responsible for installing the molding never showed up that day and would be serviced the following day. I asked in a rather quizzical tone "My car wasn't even worked on the whole day?" , to which she responded saying that they had buffed out some paint imperfections. That caused me to wonder because, if they had buffed out imperfections on the 1st service, why are they doing it on the 2nd one? I mentioned that, since I am going to have to use the loaner overnight, that I would need to take the garage and gate modules from my car. They said I could come over to pick it up and that, if I got there after 5pm, to ask a sales rep since the service department would be closed after 5. I made an exception to get there before 5 because at this point, I wanted answers face to face.

I arrive at the dealership, get the garage and gate modules from the G70 but then followed up by asking the service rep about what paint imperfections were buffed out this time around. The rep talked to the head of the department and then stated that, once the molding technician fixes the drivers side chrome molding, that they would subsequently buff out the imperfections.

In other words, in a long worded response, he essentially said that they had the car for the entire day and NOTHING WAS DONE TO IT! At this point, any level of tolerance or patience is running near or completely dry.

Is this the kind of experience I am to expect each time I have to service my G70? Again, at this point, I can't even do a comparison with your direct competitors such as BMW, Mercedes, Lexus, etc... I'm, at the very least, expecting Volkswagen-level service which, once again, is not the direct competitor to Genesis, but rather to Hyundai. What kind of quality, or lack thereof, is this? To have to play phone tag with the service department? To not be kept up to date on the situation of the car? To have a service department apparently misinformed of the customer in question? This is not only grossly incompetent, it's highly unprofessional and, for as amazing as the G70 is, if you are trying to target the kind of clientele that would normally buy from its competitors(the aforementioned BMW, Mercedes, Lexus, etc...), they almost assuredly will be far less patient or tolerant than I have been. They expect if not demand a level of quality and attention that I have, so far, not even been remotely offered. Most requests so far seem to be equivalent to pulling teeth and then, when services are supposedly done, little is done to inform me at adequate times or with viable options.

I sincerely hope that these aforementioned issues are resolved and resolved quickly. I have faith in this brand, especially being familiarized with the quality of the G70 itself. But the service experience needs to be severely improved and fast in order to make the Genesis brand a truly viable luxury option for those who are usually looking for such.

As I am writing this letter, my car is still at the dealership and I am awaiting an update on it. I sincerely hope I do not have to keep playing phone tag with them to get information from them and that the issue with the chrome molding is resolved as soon as possible. And I hope I do not have to follow this letter up with yet another one if today goes as badly as the previous days.

Not Recommended

BRIAN J B. from Genesis Of Stockton responded on 06/11/2021 09:56 AM

Mr. Maduro. Thank you very much for taking the time to speak with me this morning. Although I never like seeing these types of reviews, I do appreciate the honesty. I will take this as a learning experience, we will improve going forward and do our best to provide service that matches the excellence that comes with the G70.

Regards,

Brian Butcher
Service Manager

View all Reviews

Businesses Near You

Peirano's Automotive Service, Inc.