DO NOT HAVE YOUR CAR SERVICED HERE! I took my 2018 G80 to get serviced at this dealership on April 19, 2023. As I type this, this dealership still has my vehicle and no repairs have been made. My service tech is Clay Nedbal. My experience started off smooth. I was given a loaner car and told they handled warranty issues in the past with other customers and that they would reach out to the Tech line to request coverage under Goodwill. On June 06, 2023, Genesis of Spring contacted the Tech line. On June 08, 2024, the Tech line responded to Genesis of Spring; however, did not receive a response. Oddly, when I would reach out to Clay and the dealership, I was informed that the tech line had not gotten back to them. I periodically called to get the status of the repairs and was told a number of reasons (new building construction, down to only a few mechanics, waiting on a response from the tech line) for the delay. I decided to go up there and I noticed my car was still sitting in the exact same parking spot. Not only had it been sitting there, but fluid was leaking from underneath the car, a tire was flat, and my battery was dead). In January, my patience was running thin. I am paying on a vehicle I can’t even enjoy. I reached out to Clay, and he said they were still unable to start on any repairs for my car. He then asked for authorization to move forward with fixing my car, as he stated there was a possibility it may not be covered under goodwill and he advised me to contact Corporate . On January 29, 2024, I reached out to Corporate and opened a case. The very next day, I was contacted by Genesis of Spring, and told I would need to give the loaner car back. They stated that it was costly for the dealership to continue allowing me to use the loaner vehicle. However, I believe this was retaliation due to me contacting Corporate. The decision was made by Clay and service manager, Tim Shipe. This left me with no vehicle and caused a huge burden to me and my family. Corporate informed me that they would give me rental reimbursement while my car was in the shop. Then later I was informed they could not reimburse me until my car was approved for repairs. On or about the first week of February 2024, Tim Shipe stated it would take about a month before they could start tearing down my car and/or any repairs because they were currently working on a G90 engine repair. But, they proclaimed my car would be next. So I called back the first week of March and Clay stated they would start on my car within 5 days to a week. I called the following week and was told by Clay that he needed to get with the mechanics to figure out how they were going to handle my car and at the time a mechanic was out on leave. On April 06, 2024, I called Clay and he said they were finishing up on a G90, then a G80 would be next, then my car would be next. At that point I was livid. They were literally giving me the run around. Tim Shipe even said at one point, you know you can just take your car somewhere else to get it serviced. I responded, “No! You all are responsible for repairing my vehicle like you stated you would!” So again as I type this they have yet to repair my car. The last thing i was told, your situation is different. There were other cars here prior to yours, with engine issues and we just don’t know how long it will take. I am tired of being taken advantage of and I hate that I did not do this review sooner. I urge you, please do not take your vehicle here. This isn’t right to do to anybody.
We purchased our first Genesis on the fall and just had the first maintenance service appointment. So far, we have been more than happy with the vehicle itself, and the service experience was as comfortable
I scheduled service with valet on app not knowing how it would work. I received a message that the driver was on his way with a link to track him. When he got to where I said the car would be, the driver called me, and told me what to bring with me to switch cars. He estimate the time the car would return. In the afternoon the same process happened with getting a link sent with driver route information. The car returned clean. The App and links made it easy for dealership to communicate, set expectations, and service car in a timely manner. It is unfortunate that this excellent service is out of the ordinary.
This service department has the worst wait times and the worst customer service experience. Seeing as though they operate on luxury vehicles, you would think you are receiving a service that reflects that. In addition, the wait times for service are outrageous and your service consultant will be very annoyed if you ask them anything. When I approached my consultant-Chris, he said “What’s up?” And this was our first encounter, never discussed my services or anything.
Tim S., Fixed Ops Director de Genesis Of Spring a répondu le 02/09/2022 09:15 AM
Wife went in for a tiny job at 9am. Was done in 30 minutes. Then a single tire change that was faulty when we bought it. Took 3.5 hours to change one tire. Couldn’t get anyone to help because her service guy went to lunch. Don’t think I will ever use this place again. Hyundai needs to move aside and they need to make Genesis services available if they ever want to compete with other luxury brands. Had a Cadillac before and it was great. No mention of picking up vehicle as they promised at all either
Tim S., Fixed Ops Director de Genesis Of Spring a répondu le 01/21/2022 09:39 AM
Tim Shipe Fixed Ops Director 832-446-4021
Tim S., Fixed Ops Director de Genesis Of Spring a répondu le 01/28/2022 08:24 AM
I took my car in for what I thought was a lifter program turned out that it was the injectors. They even brought my car around to me so I can show/explain the noise I was hearing. They could not find anything but did a recommendation of injector cleaning
My first maintenance service experience. Service attendant was efficient, knowledgeable, attentive, and gave clarity on what the maintenance process would entail. Also because my car was purchased there, my first maintenance service was free of charge! Just wonderful!
Tim S., Fixed Ops Director de Genesis Of Spring a répondu le 09/27/2021 09:13 AM
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.
Attention
Nous utilisons des témoins pour personnaliser le contenu, activer certaines fonctionnalités et suivre les analyses du site à des fins de marketing. Vous consentez à nos témoins si vous continuez d'utiliser ce site Web.
Vérifié Client
