Genesis of West Palm Beach

Unfortunately, my experience with Genesis of West Palm Beach was extremely disappointing, primarily because of the lack of transparency, communication, and follow-through. I initially worked with Del i Beach was extremely disappointing, primarily because of the lack of transparency, communication, and follow-through. I initially worked with Del in sales and placed a $1,000 deposit on a Certified Pre-Owned GV80 that I was prepared to purchase. I was initially told the vehicle was in service for a “minor repair.” As I continued asking questions, I eventually learned that the vehicle had an unresolved knocking issue, that a muffler had already been replaced without correcting it, and that the dealership was investigating a possible differential issue with assistance from Genesis technical support. Mechanical issues happen. My problem was not that the vehicle needed repair — it was how difficult it was to get clear, straightforward information about what was actually happening. I eventually escalated my concerns to GSM Mario Henriquez, but unfortunately the communication issues continued. Promised callbacks did not happen, calls and voicemails frequently went unanswered, and I repeatedly had to initiate contact myself for basic updates. Eventually, I no longer felt comfortable proceeding and asked Mario to cancel the deal and refund my $1,000 deposit. He agreed, but even getting the refund required additional follow-up. I was told a check would be sent by FedEx, yet I had difficulty obtaining confirmation or tracking information. Ultimately, after Mario sent me a photo showing the check had been prepared, I asked him not to mail it and drove to the dealership myself to pick it up because I no longer felt confident relying on the process. I ultimately purchased my GV80 from another Genesis dealership, and the difference in professionalism, transparency, responsiveness, and customer care was night and day. Genesis is a luxury brand, and customers spending this amount of money should not have to repeatedly chase a dealership for basic communication. The mechanical problem itself did not cost this dealership my business — the way the entire situation was handled did. More

The service department at this dealership is just awful! If it was possible to give zero or negative stars, I would have. The waiting area is small and dirty with coffee spilled on the floor. The worst If it was possible to give zero or negative stars, I would have. The waiting area is small and dirty with coffee spilled on the floor. The worst part is you have to wait between the desks of the two service advisers, one of whom was constantly talking loudly on speakerphone, yelling at customers and generally being obnoxious. I was told they no longer offer the valet service or loaner vehicles, and it took over a month to get an appointment for an oil change and tire rotation for bringing the car in myself and waiting for the service to be completed. For my service appointments under the previous ownership, they picked up and dropped off my car, and when it had to be kept overnight, they gave me a loaner vehicle. They were always courteous, polite, kept me updated and were overall very professional. Not the case these days! This dealership has definitely gone rapidly downhill since it changed hands in 2025. Steer clear of this place. I'll be going to Stuart in future I would never buy from this place ever again! Nor should you! More

The service department at this dealership is just awful! If it was possible to give zero or negative stars, I would have. The waiting area is small and dirty with coffee spilled on the floor. The worst pa If it was possible to give zero or negative stars, I would have. The waiting area is small and dirty with coffee spilled on the floor. The worst part is you have to wait between the desks of the two service advisers, one of whom was constantly talking loudly on speakerphone, yelling at customers and generally being obnoxious. I was told they no longer offer the valet service or loaner vehicles, and it took over a month to get an appointment for an oil change and tire rotation for bringing the car in myself and waiting for the service to be completed. For my service appointments under the previous ownership, they picked up and dropped off my car, and when it had to be kept overnight, they gave me a loaner vehicle. They were always courteous, polite, kept me updated and were overall very professional. Not the case these days! This dealership has definitely gone rapidly downhill since it changed hands in 2025. Steer clear of this place. I'll be going to Stuart in future. More

My name is Ladislau Hajos. I’m escalating an ongoing service failure at Genesis of West Palm Beach involving a safety-related issue on my 2025 Genesis GV70 (intermittent rear v I’m escalating an ongoing service failure at Genesis of West Palm Beach involving a safety-related issue on my 2025 Genesis GV70 (intermittent rear view camera failure). This is a follow-up to my email dated Saturday, January 24, 2026. That same day I received a call from Mr. Emmanuel Vallejo, General Manager, who acknowledged the poor handling by the Service/Maintenance Department and promised to call me back on Monday, January 26 by 12:00 noon after speaking with Mr. Henry Cabrales (Service/Maintenance Manager). No follow-up occurred. It is now 1 PM Kanuary 26, 2026. I also emailed Mr. Cabrales on Friday, January 23 and received no response. The only person I have dealt with directly is Matt Hobson (service advisor). I previously left my vehicle for five days and picked it up with no repairs completed and no clear timeline. This level of communication and execution is unacceptable especially for a rearview camera safety feature on a low-mileage vehicle. It is also deeply disappointing because I previously received timely, professional service at this same location when it was Napleton. Since the Lithia takeover, the experience has been the opposite. I am copying Mr. Vallejo on this message. Sincerely, Ladislau Hajos VIN 5NMMADTB7SH032529 More

The service at this dealership is awful. Andrea is an amazing service advisor. My first visit was awful, my Genesis was filthy and a tech left the coke bottle in my vehicle. I was upset at t Andrea is an amazing service advisor. My first visit was awful, my Genesis was filthy and a tech left the coke bottle in my vehicle. I was upset at that fact I was getting it back dirty and no one tried to clean it beforehand. I have a monthly car wash membership, therefore my vehicle is always clean. They kept my truck to get it cleaned and put me back in a rental. I was in a rental unnecessarily because it was cleaned by that night and I should have been able to pick up the next day. No one would respond or return my calls. I could see my vehicle and every time they went in it through my app and the alerts. My vehicle stayed in the same spot the entire weekend. This type of service is just terrible. The service manager put gas in it which did not benefit me because my tank was almost full. I was offered a free oil change on my next visit and you can’t even get an appointment for 5 weeks. I have never experienced in my entire life waiting for an oil change for 5 weeks. I asked for the service manager to give me a call and did not receive a call back yesterday. As bad as the attitudes were at Napelton’s before Genesis pulled out I could get an oil change in a few days. I am a very friendly and nice person but this has left a bad taste in my mouth. You guys need to care about your customers better and their vehicles. More

1 Star Experience – Genesis West Palm Beach (Lithia-Owned) 🚨 First appointment of the day… car sat for 2½ HOURS untouched. ❌ Left 4 voicemails — not a single one returned. ❌ Service manag (Lithia-Owned) 🚨 First appointment of the day… car sat for 2½ HOURS untouched. ❌ Left 4 voicemails — not a single one returned. ❌ Service manager Rudy = uncaring + dismissive. ❌ No loaners, no accountability, no communication. This dealership is a pathetic embarrassment to the Genesis brand. Lithia ownership has turned “luxury service” into a complete joke. If you value your time and respect, AVOID THIS PLACE. #Genesis #GenesisUSA #LuxuryFail #CustomerServiceMatters #WestPalmBeach More

El departamento de servicio en Genesis me brindó una experiencia excepcional de principio a fin. El personal fue profesional, atento y se aseguró de que me sintiera bien atendido durante todo el proceso experiencia excepcional de principio a fin. El personal fue profesional, atento y se aseguró de que me sintiera bien atendido durante todo el proceso. More