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JESSICA SANTANA
901 Reviews
Dealership Experience
7 yrs, 11 mos
Industry Experience
11 yrs, 8 mos
Languages Spoken
English
901 Reviews
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901 Reviews of JESSICA SANTANA
Verified Customer
December 14, 2022
Horrible service. Waited 3.5 hours for a simple oil change and wiper blade’s replacement. No loaner, no valet service. Absolutely unacceptable. Waited 3.5 hours for a simple oil change and wiper blade’s replacement. No loaner, no valet service. Absolutely unacceptable. More
by SAMAMERI
December 10, 2022
This was a very stressful. My husband lost his car key. It was nice to know that the person I spoke to on the phone about it was the same person who handled my order for a new My husband lost his car key. It was nice to know that the person I spoke to on the phone about it was the same person who handled my order for a new key. I was notified 2 days later that my replacement key was in and set up an appointment to have it programmed to my car the next day. I figured it would take a while, so I planned on waiting. When I was called in to sign off on the work, I was told it would take hours. When I asked about a loaner car for the day, I was informed that STAR does not do that. I have been a customer of STAR for 10 years and have been able to get loaner cars before. It was a surprise to me, but I was already there and willing to wait. My car was done in 3 hours, which is what I had figured on. When I got in my car, I was again surprised by the mess that was left. The shipping envelope was on the seat. There plastic bags tossed around and the box that the key came in was on the floor. I then noticed that the piece that gives you a place to put a ring on it was missing. When I got home, I picked up the mess and that is where I found the missing piece on the floor in a plastic bag. Everything worked out for the best, but I was just surprised by the mess. I have never had a bad experience with STAR. I mark it up to being short staffed and employees doing the best they can with what they have. More
by mhok821
December 10, 2022
The repairs were NOT complete/performed correctly. The driver side seat lumbar was broken and the dome light button was broken. The service department ordered a new a new lumbar but that did NOT fix The driver side seat lumbar was broken and the dome light button was broken. The service department ordered a new a new lumbar but that did NOT fix it. I was informed a new seat is 6-8 weeks. The service department replaced the control piece in the ceiling with the dome lights. However the new piece was defective and the sunroof will not tilt. Very dissatisfied. Can you see if I can order the first time and the proper dome light assembly should have been ordered. This should have been an expedited order and if they did not have any stock to do the right thing as per customer courtesy they should have taken it off another vehicle. That is on a lot that they're not sell yet More
by spiroelectric
Other Employees Tagged: Phillip Robinson, Tommy Tong, Simon Kim, Andrew Lee , Seon Han, brian lee, BRIAN SUE
December 04, 2022
Shabby and disorganized is the best description of the experience. For a luxury brand car the facilities are low end in terms of comfort and amenities, Even the location of the service facility is inconve experience. For a luxury brand car the facilities are low end in terms of comfort and amenities, Even the location of the service facility is inconvenient (at least a mile from a major thorough fare, e.g., Long Island Expressway) in an obscure residential area of Queens.. And then the building itself is a hole in the wall with no clear signage or adequate entranceway for vehicles, (If you want to enter, you have to honk your horn for the closed door to be opened,) To provide greater detail; I originally arranged for valet pick up and delivery only to be notified that morning that an unspecified 'emergency' prevented this from being provided. So I drove myself to the service center for my first annual maintenance and to have a possible problem with my battery checked out and have the NY State inspection performed. When I inquired later in the day about when my car would be ready I was told by 5 p,m. I arrived at that time and when I asked about the battery they realized they had not addressed the issue. And when they did it turned out they had to install a new battery (remember the car has less than 5,000 miles on the odometer!), So I had to wait 45 minutes for the new battery to be installed, When I asked about the NY State inspection, I was told that the test could not be performed until the car was driven for 20 miles because of the new battery. So I had to return the next day for the inspection. As far as the physical quality of the facility and amenities (the waiting room is a cramped with uncomfortable seating with virtually no refreshments worthy of the name). I suggest that your management visit any other luxury car dealership/service center (e,g., Lexus, BMW, Mercedes, Jaguar) to see what the standard for such level of facilities and service. The only positive part of my experience was the outstanding friendliness and performance by Jessica, the service representative, If you want to be a luxury auto brand then separate Genesis from Hyundai (the way that Lexus is separate from Toyota). Genesis should have both a dealership and a service center that is exclusive for this luxury car that meets industry standards both in terms of physical plant and amenities for clients. More
by NHRDS
December 04, 2022
The experience was marked with a team of professional people who were extremely knowledgeable in their fields of expertise. The service manager was extraordinary people who were extremely knowledgeable in their fields of expertise. The service manager was extraordinary More
by RUSS7SH
