Quality of service on the car is good, however, customer service and professionalism is sub par, as compared to other dealers' service departments.
From the first service experience at this location, I was disappointed in lack of courteous and professional customer service and lack of service perks that was offered to me when I purchased my car at O'Gara Coach. At first, COVID was to be blamed for this, however, at the same time, my other cars were being serviced with the same pre-COVID treatment at other dealers' service departments. Specifically, I was offered valet service when I purchased my car, which was not offered due to COVID. I had to ask for a loaner car and it was not made easy for one to get a loaner car. Once finally provided, it was a lower level car from Enterprize. At the same time as this, my other car service departments provided brand new loaner cars of the same make and with no changes to pre-COVID times. After a year and a half or so into COVID, Genesis started offering valet service again, however, not properly (this service should be offered automatically and not after the customer asking for it and having a hard time receiving that service!). Anyway, the quality of customer service (not the service on the car) is quite poor as compared to other dealership service departments. And I have had experience with most dealerships at the Thousand Oaks Auto Mall, as I have purchased around 20 different makes of cars from this location in the last couple of decades.
LAMARR A F. from Genesis Of Westlake responded on 03/23/2022 12:52 PM
Good Afternoon Nercy thank you for your great feed back and your business, and score. Brenda and the entire Genesis service team, we appericate you.. have an amazaing day.
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