I had an excellent sales experience buying my 2025 Genesis GV80 Prestige, but the service department has been extremely disappointing. The Concierge Package (pickup, loaner, free service) was a major reason we chose new, yet they have now missed two scheduled vehicle pickups—each booked three weeks in advance.
The first time, the driver never showed and I wasn’t notified until an hour later. We rescheduled for December 17th, and the same thing happened again: no driver, no call, and the service line routed me through an unhelpful AI system that led to voicemail. I finally had to call the sales department for help, and Dwaine was the only person who stepped up.
This is nowhere near the premium ownership experience Genesis promises. Ft. Myers Genesis needs to seriously improve its service and communication.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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The first time, the driver never showed and I wasn’t notified until an hour later. We rescheduled for December 17th, and the same thing happened again: no driver, no call, and the service line routed me through an unhelpful AI system that led to voicemail. I finally had to call the sales department for help, and Dwaine was the only person who stepped up.
This is nowhere near the premium ownership experience Genesis promises. Ft. Myers Genesis needs to seriously improve its service and communication.