Service Department's Reviews

4.7

(51 Reviews)

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Recent Reviews

Matt L.

Salisbury, NC

02/06/2024

Category: Service

Allowed car to be water damaged, hid damage from me, immediately relisted the car after buyback.

TLDR; Genesis of Concord allowed my car to get water damaged, hid that water damage from me, with me only finding out from my dash camera. After 7 weeks, they ultimately bought the car back but then listed the car for sale on the next business day with no mention of the water damage and no time for repairs. They sell incredible cars, but buy them somewhere else.

Modern Hyundai of Concord/Genesis of Concord left my Genesis G70 Sport Prestige outside while in for a warranty sunroof repair, allowed the car to become water damaged and then attempted to hide the water damage from me; both by excluding it from paperwork and repairing/replacing parts without my consent. I only found out by reviewing my dash cam footage after the vehicle electrics were malfunctioning after picking the car up. Also, the quality of the sunroof repair job was substandard by the dealer manager's own admission and the roof is clearly warped on the car. The service manager, Karl Brooks, was also extremely unprofessional and prior to me discovering the water damage requested multiple "mulligans" and insisted that I not fill out a dealer satisfaction survey when I noted some new dents and scratches to base coat when I picked up the car. I have footage regarding the water damage linked here, the first and last 30 seconds being the most important: youtu.be/QeXfysihM5c

James Welborne, the dealer manager acknowledged that the vehicle is water damaged and because of this Modern bought the car back from me on Feb 2nd, 2024, 7 weeks to the day since they damaged the car. This was the best option for me rather than be report it as a water damaged car to insurance. However, as of Feb 5th, 2024 the car (KMTG34LE9LU049054) was posted for sale on their site with a "Clean CarFAX" because Modern never filed any official paperwork for the damage. When they had me sign paperwork on the CarFAX when I sold the vehicle, I specifically brought up the water damage and was told that would be properly reported on once they assessed the car. I was willing to give them the benefit of the doubt, even after everything they put me through, but the fact that the car was listed for sale immediately on Monday after I sold it to them on Friday lets me know that they have no serious plans to repair the car, especially considering that the damage was not disclosed in the listing.

I would not trust Modern for any service unless you were able to keep a camera on them at all times.

Lastly, Travis Kindle is still the best sales person I have ever dealt with and I have nothing but nice things to say about him.

Denise A.

Taylors, SC

11/03/2022

Category: Service

2023 Genesis GV80 (SC buyer)

I just wanted to take a few minutes to share my experience with Genesis of Concord. I have been searching for the past 2 years and always end up being total that Genesis is already sold. I was discouraged for a while. I just happen to stop searching in Georgia and something told me try the NC market. First time I called I spoke to a young lady by the name of Jamie. Yep, the Genesis I called about was already spoken for, but Jamie also advised me she had others coming in. Estimated in about 2 months. Jamie followed up with me once vin number was generated for the car and each time, I called Jamie answered all my questions and if she did not know she told me but would get information for me. My car was delivered in SC by David Kim. David was very detailed, and he knew every detail about the Genesis. To be transparent prior there where some challenges and language/communication barriers. I had to reach back out to Jamie to communicate/resolve. Jamie actually saved this deal because I was getting ready to walk away from it. Jamie is a true GEM at the Genesis Concord dealership!! I gave 5 stars because of her professionalism, customer service and follow up with me as a customer.

Denise A.

Taylors, SC

11/03/2022

Category: Service

2023 Genesis GV80 (SC buyer)

Dave S.

Fort Mill, SC

04/28/2022

Category: Service

Missing Review

We’ll, I left a nice lengthy review previously, but it seems to be missing now. I’ll keep it short this time, hopefully it will be allowed to get posted. This place is terrible with communication and getting back to you. All I wanted was to setup a loaner car, but McKenzie refuses to call me back and no one else can help, not managers, “Experience Manager” or whatever special title that is, service advisors. No one answers their phone, or calls back, ever. Really sad and pathetic for a service department and management to act this way. I guess I’ll keep leaving reviews. Hyundai/Genesis corporate is of little use too.

Dave S.

Fort Mill, SC

04/15/2022

Category: Service

Where’s the Customer Sevice?

It’s not possible to schedule a loaner car for service because McKenzie never calls back, ever. Neither does the service manager, GM, advisors or Genesis Experience Manager. No one can help, no matter how many times I try. The only option at this point is to sit and wait hours at the next visit.

Daniel Duni, and the technician I worked with previously, provided a positive experience, but now Daniel is gone and I’m sad. He was able to get me a loaner car, so he must have been magical.
The G70 is great, but Genesis service is lacking. I would not buy another Genesis, nor recommend the brand, or service to anyone. Although the closer Genesis dealer on Independence Blvd. is equally frustrating. I wish I could leave a better review.

James W.

Huntersville, NC

2020 Genesis G70

03/28/2022

Verified Customer

Category: Service

I need some answers

I just want my car to actually get fixed and the problem identified so I can feel safe driving. My issues with my engine are constant and I’m not sure why I’m paying for a brand new car that is constantly have complications.

MACKENZIE V. from Genesis Of Concord responded on 04/04/2022 11:47 AM

Thank you for taking time to provide a review. We are very sorry to hear about your unsatisfactory experience at our dealership. We will be reaching out soon to resolve the situation.
Customer service
704-262-4408

Howard P.

Cornelius, NC

2021 Genesis Gv80

03/09/2022

Verified Customer

Category: Service

Nobody answers phone or returns calls

A serious problem with the scheduling of service here !

KENDALL B. from Genesis Of Concord responded on 03/10/2022 07:45 AM

Janice S.

Midland, NC

2021 Genesis Gv80

02/24/2022

Verified Customer

Category: Service

Good Service

Great service, great vehicle. I’m a satisfied customer.

KENDALL B. from Genesis Of Concord responded on 02/28/2022 06:56 AM

Thank you for taking the time to respond to our Sure Critic Review; our customer's voice is imperative to the growth of our dealership; please know you were heard. If you have any questions or concerns do not hesitate to give us a call. We look forward to seeing you on your next service visit.

Again, thank you for your time and as always, your business!
Customer service
704-262-4408

Verified Customer

York, SC

2022 Genesis Gv70

02/19/2022

Verified Customer

Category: Service

Great service

Great service and professionalism goes a long way.

KENDALL B. from Genesis Of Concord responded on 02/19/2022 06:32 AM

James C.

Concord, NC

2018 Genesis G80

01/27/2022

Verified Customer

Category: Service

Great cars and great service!

If you’re looking for a great car at a great price and an enjoyable purchasing experience, then Modern Hyundai of Concord is the place to go! My family and I have purchased several cars at Modern and have never been disappointed. My Genesis G80 is a pure to own.

KENDALL B. from Genesis Of Concord responded on 01/28/2022 07:46 AM

Thank you for taking the time to respond to our Sure Critic Review; our customer's voice is imperative to the growth of our dealership; please know you were heard. If you were to have any questions or concerns do not hesitate to give us a call. We look forward to seeing you on your next service visit.

Again, thank you for your time and as always, your business!
Customer service
704-262-4408

Verified Customer

Matthews, NC

2022 Genesis Gv70

01/14/2022

Verified Customer

Category: Service

Exceptional Service

During a time when service, and service personnel, can leave a lot to be desired, this experience was top notch.
Service at the Genesis dealership where we bought the vehicle was very poor, causing us to question whether buying a Genesis has been a good idea.
Genesis of Concord delivered an exceptional service experience at each point, and reaffirmed our decision to buy the vehicle that we did.

KENDALL B. from Genesis Of Concord responded on 01/21/2022 07:13 AM

Verified Customer

Charlotte, NC

2018 Genesis G80

12/30/2021

Verified Customer

Category: Service

First Time Visit

Good service and friendly staff, but very long wait for oil change. I imagine every industry is short staffed though...

SEAN D., SERVICE MANAGER from Genesis Of Concord responded on 12/31/2021 03:54 AM

We apologize for the experience you had with our service department. Our department manager will be reaching out to you to address your concerns. It is our goal to have 100% customer satisfaction and obviously we failed you during your past visit.

Modern Hyundai

Angela S.

Charlotte, NC

2017 Genesis G90

ReScore Review™

01/03/2022

Verified Customer

Category: Service

Original Review

12/29/2021

Category: Service

Return appt due to concerns related to service the day before

I have received great services many times since my 1st Genesis. On 12/10 I brought my car in for 40,000 miles services / oil changes with tire rotation. I arrived at my appointed scheduled time . Once services completed, I was approximately 1/2 mile down the road, I returned due to excessive wheel shaking and car pulling to the left ( this was not happening prior to arrival). Car taken to the back and was told after 15 mins that they could do a balance another time and just put the front tires back on the front and the rear as well. I was at a lost.

The next day while exiting the ramp to work. The check engine light came on and noted hesitation when accelerating out of curb and once making the right turn ( as if it was going to cut off) came on several times as I traveled the 10 miles. I called immediately to bring my car back to the dealership and was told that I needed to call back after the 1st of the year for an appt since there was no availability until 3 weeks from now. I could possibly get a drop off day sooner but no loaner. I can honestly say I have never had subpar services like this here.

Fast forward to today, the same hesitation has occurred 3 more times when taking off with check engine light. I was given an appt for 1/18/2021 @ 4pm. I am not sure this is the move for me.

SEAN D., SERVICE MANAGER from Genesis Of Concord responded on 12/30/2021 04:22 AM

SEAN D., SERVICE MANAGER from Genesis Of Concord responded on 01/03/2022 02:06 PM

Thank you for allow us the opportunity to resolve your questions and we look forward to assisting you with all your vehicle service needs in the future.

Tyler T.

Huntersville, NC

2020 Genesis G70

11/23/2021

Verified Customer

Category: Service

I had a problem with the suspension of my vehicle which was not immediately apparent.

The service manager took the time to allow me to show him what I had come to believe was the problem, a not too obvious crack in the support for a front strut and conveyed that information to the service area. They took the time required to verify that the cracked strut support actually posed a problem and replaced the cracked support. The problem appears to be solved at this time.

Verified Customer

Norwood, NC

2021 Genesis Gv80

11/13/2021

Verified Customer

Category: Service

Vehicle service

Time to complete scheduled 7500 maintenance much too long. Additional problem not addressed during this visit.

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