2025 GV 80. Bumper to bumper for first 36 months. Wife’s car. Has 16,000 miles. In for service. Dealership sent her an email with three items needing her “immediate attention.” It was “extra” service, a year inn advance, that “needed” to be done. $750 for air filter job, $199 for tire alignment, $699 for something else. I was upset. Was given a bunch of double talk by Owen, our service advisor, and Matt the service manager. If we did nothing, the recommended items would be covered in one year at the next service interval! I was stupefied. I called Genesis corporate and was told that the proposed upcharge for premature service was unacceptable. Corporate called Kirkland and we received a revised “suggestion” now marked “declined.”
The car was returned to us dirty and in vacuumed. I called to talk to the service manager, who was “in a meeting with the GM.” My wife sent pictures showing the condition of the car when returned to her. Matt never called. I called corporate again. I then called the service manager, again. After holding for 5 minutes, I was told he was with a “customer.” I thought I was a customer.
Net Promoter® NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score™ and Net Promoter System™ are service marks of Bain & Company, Inc., and Fred Reichheld.
Attention
We use cookies to personalize content, enable certain functionality, and track site analytics for marketing purposes. You consent to our cookies if you continue to use this website.
The car was returned to us dirty and in vacuumed. I called to talk to the service manager, who was “in a meeting with the GM.” My wife sent pictures showing the condition of the car when returned to her. Matt never called. I called corporate again. I then called the service manager, again. After holding for 5 minutes, I was told he was with a “customer.” I thought I was a customer.