I never wrote a bad review in my entire life about any customer service experience, but this dealership forced my hand. I honestly wish I can rate them -5 stars, but regardless here’s my story:
I was recently looking to lease a Genesis G70 3.3t Elite AWD 2020 from Genesis of Wayne in NJ. I had communicated with an internet sales consultant (Clarins Artiles) via text message on 08/06/2020, in which we agreed upon a deal. At this point, she had already reviewed the deal with her sales manager (Jay) and accepted my offer; then told me to visit the dealership to check out the vehicle and sign the deal. I also asked her to provide me with the link to the car on the website, so she did.
Therefore, I left work early the same day and visited the dealership where I was directed to a different sales consultant (Charles), who told me that the car had just been sold to someone else. FYI - the car is still on the website till this day and time between agreeing on the deal and me visiting the dealership was about 6 hours or so.
I was then treated very rudely by the dealership staff when I tried explaining what had happened between me and Clarins; including the sales manager who did not admit it was a go until I showed him the text messages with Clarins as proof. Shortly after reviewing my text messages with Clarins, he agreed to continue with the deal but changed one thing OF COURSE; which I was fine with. Then, I was asked to fill out my information to run a hard inquiry, pick 3 vehicle color options and to put a deposit of $500. He even printed out a summary of our deal and told me to wait a couple of days for his call.
It has now been almost 2 weeks since then and I realized my card was never charged the $500 deposit. So, I have been calling the dealership to speak with the sales manager (Jay) and follow-up on the reason why I was not charged yet, as well as, checking on the status of the vehicle. Every person I have spoken with has taken my name and phone number down to leave a message for him so that he will call me back. I have not received any phone calls despite reaching out multiple times during the past few days.
FINALLY, I was able to get on a call with (Jay) today AND of course his response was that he couldn’t “locate” the car. At this point, I honestly gave up on such xxxxty dealership staff and made me feel “Disgusted”
I have been a huge fan of the Genesis models and I would hate to say that this has been the WORST customer service experience (I guess that’s what happens when you bring Hyundai sales reps to sell you a Genesis model). So if you’re a serious buyer and would like to get a deal, PLEASE for your own sake stay away from this dealership and its staff; especially (Jay, Charles & Clarins)!!!