ReScore Reviews™ (3)
1) I called in the AM with a few issues, and Genins was able to get my car in right away, and done by that evening (four new tires, an oil change, and a replacement windshield wiper linkage that broke)
2) Very convenient location (I work very close, can drop my car off and walk to work/walk back when done)
1) Aggressive sales approach to communicating vehicle issues/estimates. I’ve spent a lot of $$ on repairs and Genins - car repairs are often pricey, but as a non-vehicle-repair-expert, I want to walk away from a mechanic feeling taken care of and comfortable, and I did not feel that way with the last $1,000+ repair I had at here. I felt rushed and pushed into the sale.
2) Communication between employees and customer service was very poor during my last experience here. I shared with the employee I worked with that I had a 530pm appointment, and as long as my car was done by 5p I’d be good (this was much earlier in the day). Arrived at 5p to pick up my car, and waited until almost 520pm, with two employees standing right at the register. When I finally asked how long it would be for my car, it turns out it had been ready for some time and the payment paperwork was right in front of them. I missed my 5:30pm appointment for no reason and lost out on money that I paid for said appointment.
Even though my employer is within walking distance, I will no longer be going to Genins or referring friends/family there. Paying for convenience is not worth having an overall negative experience.
I appreciate you taking the time to reply. This is not the norm here.
Seems we got caught with our pants happens to all sometime.
I made multiple attempts to contact for an option to take the sting out of this poor service experience.
We wish you the best.
And hope your next Service Center provides the service you expect.
Again Thank you
Appreciate your calling me back.
We will working on prividing your better service in the future.
Again Thank you!
I greatly appreciate your taking the time to reply, not once but twice.
At times it is very interesting with first time customers given the variables of quality of service and past levels of maintennce. Similar to the awkwardness of as first date, meeting a dates parents or a first time appointment with a Doctor or Dentist. Your Vehicle is 20 years old with 148,000 miles on it.
"I called a different repair shop, and the mechanic told me that as long as the tires are wearing down uniformly (which they are) there is no need to replace ball joints. He also noted that as long as the vehicle is not leaving puddles of fluid where parked (which it is not), the excess lubrication represents seepage but not necessarily a leak and is something simply to be inspected regularly"
While I definitely agree with this shops position on Seepage vs Leaks when it comes to the ball joints we prefer to replace them (preventitive) before you need ball joints and tires.
By the way there is another very good auto repair facillity in Cambridge.
Again Thank You! And I wish you better luck with your next service.
I came in for my appt and they did not appear to be expecting me, and informed me that it would be done around 11:30 am when I was told initially 9am. This totally screwed up my day. I was told I could reschedule but at that point I wanted to make sure my car was safe and get the old tires removed.
I was a bit thrown off about how to rearrange my work schedule but still very nice about the whole thing but the person helping me seemed annoyed with me, wasn’t very nice and made me feel like I somehow inconvenienced THEM. While I waited, she was in the back laughing with another employee and it just seemed unprofessional.
Ultimately, I thought there would be some small gesture for the mix up just to show they value my business. They noted my headlight was out and if it were my business, I would have swapped that out or offered a discount to come back and get that taken care of.
Thanks for taking my call 4/2 @ 11:56 am. We reached an agreeable refund amount.
I hope you are more satisfied with your overall service experience at Genins
If you do not mind I am sendinf a 'Rescore' survey.
If you feel you can now Score Genin's with a 4 out 5 positive please rescore it.
If not just discard the survey.
Thank youRick T Genin
When I got the text that the car was ready, and went in to pay the bill, I asked what problems they found with the tire. The person working said "I don't know. They didn't tell me. That'll be $40." Not exactly friendly customer service...I will probably take my car to the dealer next time, and buy my tires elsewhere.
I appreciate your taking the time to let me know your thoughts.
I apologize for the inconvenience. We realize the value of eveyone's time. Winter tire repairs require the tire and rim to warm up.
I understand you are dissatified but the repair completed properly is the goal. How much time it takes varies.
As I explained in our phone conversation 1-30 @ 8:30 am. The coil pack became an issue during the repair. Similar to a plumber replacing a faucet and a problem occuring with the water pipe, the pipe is yours, the repair is needed and you would be responsible.
No one likes spending money on repairs.
I appreciate your taking my call.
I apologize we were not able to meet your expectations.
Made or attempted to make phone contact with Matt on 4 occassions;3/8 @ 3:55pm, 3/9 @ 8:22 am, 3/14 @ 8:52 am and today 3/22 @10:55am.
I did talk speak with Matt on 2 occassion he never had time or committed to come to the shop to go over his concerns / commets.
It was documented on his repair order that he had choosen to make some of the repairs himself.