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To start, the salesman was uncomfortable to deal with. I’m just there to lease a new car, not hear all about him and his personal life. He went on and on about how he’s the #1 salesman in the country. He stated this multi times. He also emphasized that he is very smart and that I, of course, can already see that just by talking to him for a few minutes. That wasn’t enough though. He then had to PROVE to me how smart he is by pulling out his phone to show me his stock portfolio, where he pointed out that he bought low and showed me how much the values had increased since. To top things off, he also filled me in on how he’s a recovering alcoholic who loves Carvel ice cream cake. All of the above was 100% unsolicited by me. Talk about unprofessional and awkward. How about his hygiene on the heels of a pandemic? He sneezed directly into his hands immediately before taking the keys to my trade in from me. Just wiped his hands on his pants to "clean" them. Gross. I had to sanitize the keys afterwards. He also tried to tell me that I would need to be issued a new license plate. I explained that I had a vanity plate and it could just be transferred to the new vehicle. He argued with me. I told him I’ve done it before without a problem. It’s not unusual. He then asked someone and they confirmed that I was right. He went on to say that the registration process would take longer because of the transfer though, maybe 2 weeks or more, which made no sense at all. He was very flustered about the whole thing, as if he’d never encountered this situation before, which I found especially odd coming from the supposed #1 salesman in the country for many years running. This all happened on a Monday, late afternoon. After coming to an agreement on the vehicle that I was happy with and providing my down payment, he told me he would be out on Tuesday and the finance manager would be out on Wednesday, so I could come on Thursday to finalize all the paperwork. Not ideal, but ok. So, this leads to my experience with the finance manager. Everything seemed to go well overall when I worked with him on Thursday to sign all of the paperwork. He did mention that they miscalculated something by $150 or so, but that they would eat the cost because it was their mistake. No big deal. I mentioned that my salesman said that it could take weeks to get the registration done, but he said that wasn’t true and that a plate transfer wouldn’t take any longer than getting a new plate. He then went on to laugh and say that that salesman just tends to get stressed out when he encounters a situation he’s unfamiliar with or whatever. Umm, ok. Anyway, I asked when I could pick the car up and he said as soon as the registration came back. He said they would send a runner out on Friday, but that it probably wouldn’t be back until the following Monday or Tuesday. I said if there’s any way they could expedite it, so I could pick the car up late Friday (the next day), that would be great. So, he pulled out my folder and wrote PRIORITY on it and then pulled out a highlighter and highlighted the word in yellow. Early Monday afternoon rolls around and I haven’t heard anything yet, so I call and leave him a voicemail to inquire about the registration. Then early Tuesday afternoon arrives and I still haven’t heard anything. No return call. So, I call him and reach him this time. I mentioned that I left him a voicemail on Monday, but hadn’t heard back, so I’m following up. He doesn’t offer an apology or reason for not returning my call. He just asks how he can help me. I ask about the registration and he says that it go bounced back by the registry because he miscalculated the plate transfer fee and didn’t include enough money to pay for it. Ah, so I think it’s safe to say that he didn’t call me back because he didn’t want to tell me that they screwed up. Where’s the transparency? Anyway, he says they’ll be sending it out again that day and it should be back Wednesday. However, Wednesday comes and goes. I call my salesman, early afternoon on Thursday to check the status. He said they’ll be sending it out that day. IT HADN’T EVEN GONE OUT YET. So, the "PRIORITY" registration that was delayed because of being kicked back due to dealer error, was not even expedited after the mistake, despite the finance manager telling me it would go out on Tuesday. Horrible. Luckily, the registration turnaround was quick this time and I was able to pick up my car the next day (Friday). That’s basically two weeks to take delivery of an in stock vehicle though, which is unacceptable. Oh, and of course, when I came to pick up the car, my salesman sneezed right into his hands again and wiped them on his pants, despite standing right at his desk where a large bottle of hand sanitizer resided. He then offered me his just sneezed in hand to shake just before I left, which I promptly declined. As I said before, gross. Overall, this was an extremely disappointing customer service experience. With Genesis being considered a luxury brand in competition with the likes of BMW, Audi, Mercedes, Lexus, etc, I expected the same type of dealership experience that I would get at those other brands. That was not even remotely the case though. The quality of the dealership experience didn’t come close to matching the superb quality of the vehicle I leased. Genesis of Nashua needs to do better. Much, much better.
Not Recommended
NATHAN A G. from Genesis Of Nashua responded on 07/28/2021
Someone will be reaching out to you shortly. Thanks for your patience.
My experience was almost identical to the review above but worse. They insisted the price was not negotiable yet it was advertised for a lower price on there website. The did not detail the car and it was delivered in a snow storm outside even though they have sheltered facilities available. I brought the car back for detailing and it was still not done properly. I was not allowed to get my own financing and limited regarding the deposit I could make. When I mentioned that I could get a better rate, the sales manager pulled out his wallet, flashed some $20s and stated that was the difference in the interest between the two rates. I dropped the car off on 04/09/22 to have the sun roof replaced. When I called on the 15 th, I was told the glass company would be there on the 18th or 19th and there was no estimate regarding completion. I could go on but!!!
Can’t wait to hear from Nate