"Great fast service"
Got a very good experience buying the new car. Carter and Mike provided me through the process so I got nice deal and the nice car!
"Buying wasn't bad, bu that was it"
I bought a used 2017 Genesis G90 in mid-January. The buying process was pretty good. However, the window washer system started not working about 2 weeks after I bought it. It would not dispense window washer fluid. I did not try to fix it myself. I tried to get a hold of the guy who sold the car to me, Carter, three times to see if I could get the issue looked at but never heard back. The third time I tried to get in contact with him was when I picked up my plates. I brought up the issue and he said he would help schedule an appointment for service. While Carter was wonderful to work with in terms of buying the car, there was no follow up or follow through in regards to my concern.
After not hearing from Carter, I looked online to find a number for the service department. The first time I called was during business hours but no one answered or followed up when I left the voicemail requesting a call back. I finally was able to get the service scheduled the second time I called after months of dealing with this issue.
I scheduled the service with them thinking it should be a easy fix. Nope. Even though I scheduled a service (on a Friday) they couldn't even look at the car until 3 days later (Monday). As the Genesis is supposed to bve their luxury brand, I was hoping to receive luxury brand level customer service such as receiving a loaner car of the same par as the Genesis. The only loaner car they could give me was a Hynudai. When you go to a luxury brand dealership they give you a luxury brand loaner.
Today when I spoke with Patricia about the status of my car, they said that the washer fluid was clogged and that it was my fault and not covered by the warranty even though they're are the ones who put the fluid in there to begin with and sold it to me in that condition. I completely understand why something like this would not normally be covered under warranty however, when I brought up the fact that I had done nothing to the window washer fluid since buying it, Patricia's tone quickly changed to one of annoyance and she cut me off saying she would get with her warranty advisor and get back to me.
It is extremely frustrating to have to chase down a business to get the car you just bought to be looked at and then dismissed that the issues are your fault. I hope their are records of how many times I have tried to reach out and small issue addressed.
While the car itself is wonderful, their customer service isn't on par with what you'd expect from a luxury brand nor is it what you should receive if you were buying a non-luxury vehicle. They also reinforce the stereotype that dealerships are terrible to work with for getting your car serviced.
If you are looking for luxury, look somewhere else.
"They did a great job. Thanks to everyone that helped in..."
They did a great job. Thanks to everyone that helped in the purchase and the service on the car when I got my oil changed