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SureCritic / Genesis Of West Chester
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Genesis Of West Chester

Average Score
Overall Rating 4.1/5Overall Rating 4.1/5Overall Rating 4.1/5Overall Rating 4.1/5Overall Rating 4.1/5
4.1
(20 Reviews)
21
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Score Details

5 stars
55%
4 stars
12%
3 stars
16%
2 stars
5%
1 star
10%

Last 30 Day Trend

Inactive Business

ReScore Reviews™

ReScore
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
Original Review
Overall Rating 2.8/5Overall Rating 2.8/5Overall Rating 2.8/5Overall Rating 2.8/5Overall Rating 2.8/5
4
Total ReScores™
5.0
ReScore™ Average
21
Net Promoter Score ®

Business Details

Categories
Contact
(610) 399-3100
No Business Hours Provided

Business Hours

* No Time Zone Provided
1360 Wilmington Pike West Chester, PA 19382
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Service Department's Reviews
Overall Rating 4.1/5Overall Rating 4.1/5Overall Rating 4.1/5Overall Rating 4.1/5Overall Rating 4.1/5
4.1
(20 Reviews)
Write a Review
Recent Reviews
JB
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John B.
West Chester, PA
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
06/17/2024
0
Category: Service
Horrible incompetent dealership
First the place does not deserve to be a Genesis dealer as it is like going to a mom and pop tire change vent
Second the service staff do not know anything about the car they are supposed to service
Third is the fact that I took my new Genesis EV60 in for a 5000 mile service and they failed to do anything other than to rotate the tires!
Three strikes and you are out!!!!!
CS
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CHRIS S.
Phoenixville, PA
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
03/11/2024
0
Category: Service
WORST SERVICE EVER
THE WORST SERVICE EVER.(WARRANTY) GV80
TOOK 2 MONTHS TO GET A APPOINTMENT
PICKUP AT 9AM -CAME AT 10:20
HORN NOT WORKING- AGREED WITH ME BUT DIDNT FIX IT
CHANGED OIL -BUT DIDNT RESET CAR ( REMINDS ME EVERY DAY
SERVICE REMINDER RESET? NO- REMINDS ME EVERY DAY
TIRES ROTATED- BUT DIDNT CHANGE THE TIRE PRESSURE
DIDNT REPLACE AIR FILTER - SUGGESTED ME TO ( WARRANTY)
MULTI POINT INSPECTION- COULDNT OF IF U DIDNT EVEN CHECK TIRE PRESSURE.
NOT SURE IF THE SERVICE COULD BE ANY WORSE.....
NOW IM DRIVING AROUND IN A CAR THAT NEEDS MORE SERVICE THAN THEY EVEN DID...
SENT A DETAILED LETTER TO GM....ZERO RESPONSE
CS
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CHRIS S.
Phoenixville, PA
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
03/09/2024
0
Category: Service
WORST SERVICE EVER...
THE WORST SERVICE EVER.(WARRANTY) GV80
TOOK 2 MONTHS TO GET A APPOINTMENT
PICKUP AT 9AM -CAME AT 10:20
HORN NOT WORKING- AGREED WITH ME BUT DIDNT FIX IT
CHANGED OIL -BUT DIDNT RESET CAR ( REMINDS ME EVERY DAY
SERVICE REMINDER RESET? NO- REMINDS ME EVERY DAY
TIRES ROTATED- BUT DIDNT CHANGE THE TIRE PRESSURE
DIDNT REPLACE AIR FILTER - SUGGESTED ME TO ( WARRANTY)
MULTI POINT INSPECTION- COULDNT OF IF U DIDNT EVEN CHECK TIRE PRESSURE.
NOT SURE IF THE SERVICE COULD BE ANY WORSE.....
NOW IM DRIVING AROUND IN A CAR THAT NEEDS MORE SERVICE THAN THEY EVEN DID...
SENT A DETAILED LETTER TO GM....ZERO RESPONSE
JS
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Juan S.
Wilmington, DE
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
06/05/2023
0
Category: Service
Lack of knowledge of warranty coverage
I definitely would not recommend this service department. I made the appointment via the Genesis website provided all the information and got an appointment. Thinking this would expedite the process boy was I wrong?
Upon arriving at the service location to drop off my car, I was accompanied by my wife. My initial impression was negative as there was an individual at the counter who assured me that someone would assist me shortly. However, the manager simply walked past me without acknowledging my presence, while the person at the computer continued typing, completely disregarding me. The manager came in and out a couple of times, but I was left waiting the entire time. Finally, the original person inquired about how he could help me. I informed him of my appointment, and after typing on his computer, he asked for the fob and went outside. After five minutes, he returned without saying a word. Meanwhile, my wife repeatedly called me, curious about the delay. Frustrated, I asked the service representative how much longer it would take, to which he replied, "It will take as long as it takes." I requested to see the manager the same individual who had been walking by. The manager took over from the other guy and continued filling out information on the computer.

At this point, I informed him about the pulsing brakes, to which he informed me that it was not covered by the warranty because I was in my 37th month of a 36-month warranty. Not wanting to delve into the matter at that moment, I decided to leave.
Later, I received a call stating that all the rotors needed to be resurfaced, and this would not be covered by any warranty. I went, paid for the oil change, and departed. It was only afterward that I discovered my car had a 5-year/60,000-mile warranty. The car has 15K miles. Consequently, I will be contacting Genesis consumer affairs.
If possible, I strongly recommend seeking service elsewhere. This particular service department lacks a genuine concern for its customers or their time
JG
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John G.
Exton, PA
2017 Genesis G80
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
03/08/2022
verified customerVerified Customer
10
Category: Service
Loving my G-80 ?
Very happy with the cars performance/ amenities…Tom in service has always taken care of my service needs…no complaints.
JOSEPH R. from Genesis Of West Chester responded on 03/08/2022 04:27 PM

Thank you for the amazing survey return, we look forward to your next visit

JD
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James D.
West Chester, PA
2020 Genesis G80
ReScore Review™
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
02/14/2022
verified customerVerified Customer
Category: Service
Original Review
Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5
02/10/2022
9
Category: Service
Service Manager's response to my initial review
My car was being serviced for an oil + filter change, a G80 Radio Software Update + to adjust my tire pressure (which is also part of the Multi-Point Inspection they do for service visits). I was disappointed with 2 things: (1) that the mechanic had set my tire pressure to 37 psi for all 4 tires (it should be 35 front + 38 rear, as noted on the driver's door jamb); and (2) the amount of time it took to do my service, as I had requested to Wait when I made the appointment. However, my disappointments were resolved as follows:
(1) the Service Manager has discussed the importance of proper tire pressure settings with his techs; and (2) my Service Adviser came to see me in the waiting room + explained that they didn't have control on how long it took to download the software upgrade + because of that, he offered to have a complimentary Uber valet take me home + bring me back (+ I made use of that). So, based on their response, I would now rate them with 5 stars, and raise their Recommendation Rating to 10.
JOSEPH R. from Genesis Of West Chester responded on 02/11/2022 07:23 AM

Thank you for taking the time to talk with me about your survey, and as we spoke we have already reviewed with our staff the importnace of proper tire pressures. We truely value you as a customer and look forward to your next visit. I will be sumbitting for your resoce we spoke about. Have a great and safe weekend.

GZ
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Green Z.
Newark, DE
2021 Genesis Gv80
Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5
11/23/2021
verified customerVerified Customer
7
Category: Service
Oil change and tire rotation
For some unknown reasons, my car mileage dropped 15% after the service. No plausible explanation was given.
THOMAS R S., SERVICE MANAGER from Genesis Of West Chester responded on 11/30/2021 05:15 AM

i am very sorry for your experience please call me when you can i'd like to hear more about this and see how I can make this right 

THOMAS R SUYDAM JR
WR
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Warren R.
West Chester, PA
2021 Genesis G70
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
11/22/2021
verified customerVerified Customer
7
Category: Service
Scheduled maintenance
Fair amount of confusion as to when and what is provided and at what mileage (10k, 12k). The confusion seems centered on what’s provided for free and what services are charged for. All other cars I’ve own it was a clear process of required services.
Bottom line the only positive part was the service person Damien (he was amazing) ! Otherwise (sitting in the dingy waiting room would have been intolerable)
THOMAS R S., SERVICE MANAGER from Genesis Of West Chester responded on 11/30/2021 05:14 AM

Thank you for the great review 

THOMAS R SUYDAM JR
DM
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David M.
Swedesboro, NJ
ReScore Review™
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
11/09/2021
9
Category: Service
Impressed with the response to my complaint
A bad review shouldn't be a life sentence if the company responds appropriately. I had a service problem a couple of weeks ago and made it known how unhappy I was. I received a call from the dealership's service manager, and they have resolved my complaints and made corrective actions & considering how good this sales department is, I want to give the company the benefit of the doubt.
Original Review
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
11/02/2021
0
Category: Service
This dealership should not be an authorized Genesis Service Center
This review does not reflect on the salespeople or financing, I purchased my car there and those were some really nice people who did a great job. This review is strictly about the service department. I had my new car towed in over the weekend due to trouble codes and being non-drivable. Before that happened, I had problems getting vibrating rotors cut correctly, took two trips, with me paying for rental cars for them to tell me they decided not to finish cutting rotors, they were replacing them. But they are on backorder - so I have to drive around in a new car on bad brakes and wait. While having this happen, I watched them treat 2 other customers like crap - literally don't have time to help them, at all. A month later, car breaks down. It arrived on a Saturday morning to the dealership. Could not reach a person Saturday, even though they were open. Closed Sunday. It took several calls and until about 12pm before I reached a human being on Sunday. They told me it would be 1-2 WEEKS before anyone would even look at it. And I would have to pay for a rental on my own over that time, and maybe I could ask Genesis to pay me back ($60/day limit, while it cost me $100/day). It takes 5 minutes to plug a car into computer to read codes, regardless of what they tell you, it takes 5 minutes. They could not give me 5 mins, because... they are busy. Have only one Genesis tech. Don't care about trying to help - they are just too busy. So I called roadside assistance again, had my car towed from Genesis of West Chester to Genesis of Cherry Hill. They fixed my car the NEXT DAY, including installing the brake rotors that I have been waiting on. Side bar: on that Saturday, West Chester parts told me they actually received my rotors. They would not let me take them to Cherry Hill, they wanted someone (me) to pay for them - or arrange the other dealer to pay for them first! If your dealer cannot service their customers when you make promises of loner cars, delivery service, whatever, and you cannot actually do what you promised, you should at the least be connecting us to other people who can help us. You can try to partner up with other dealers. You could have helped me move those rotors over and not make it my problem. This dealership is giving Genesis a bad name. I was ready to blame Genesis - but Cherry Hill Genesis corrected that misconception and now I know this is just one bad service department, not a bad brand. I recommend you avoid this service department and go to Cherry Hill Genesis for much better treatment.
THOMAS R S., SERVICE MANAGER from Genesis Of West Chester responded on 11/03/2021 06:50 AM

HEY DAVE PLEASE GIVE ME A CALL WHEN YOU ARE AVAILABLE ID LIKE TO DISCUSS THIS PREVIOUS ISSUE . THANK YOU 

THOMAS R SUYDAM JR
THOMAS R S., SERVICE MANAGER from Genesis Of West Chester responded on 11/09/2021 02:15 PM

THANK YOU FOR TAKING THE TIME TO TALK TO ME. THANK YOU FOR GIVING US ANOTHER CHANCE ! PLEASE TEXT ME PERSONALLY FOR ANY CONCERNS 484-478-4503

THOMAS R SUYDAM JR
THOMAS R S., SERVICE MANAGER from Genesis Of West Chester responded on 11/10/2021 04:32 AM

THANK YOU AGAIN DAVE 
CALL MY CELL PHONE IF YOU NEED ANYTHING AT ALL .

THOMAS R SUYDAM JR
Verified Customer
Landenberg, PA
2018 Genesis G80
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
06/17/2021
verified customerVerified Customer
Category: Service
Although this location is not as close and convenient as Delaware it is important for me build a relationship this dealership and trust where I purchased it. Otherwise I will go elsewhere
I look for knowledgeable technicians that do analysis on my vehicle which will decide future vehicle purchases.
Recommended
MICHAEL R. from Genesis Of West Chester responded on 06/17/2021 08:39 AM

Thank you for a great review our goal is 5 star service if there is anything we can do please contact us at 610-399-3100.


SERVICE MGR Mike Rhoades

RZ
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Robert Z.
West Chester, PA
2021 Genesis G80
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
04/22/2021
verified customerVerified Customer
Category: Service
Service manager gives personal attention
In general the service department of the this retailer is excellent with honest assessment and fair prices. personal at attempts to satisfy the customer is always present
Recommended
MICHAEL R. from Genesis Of West Chester responded on 04/22/2021 12:18 PM

Thank you for a great review our goal is 5 star service if there is anything we can do please contact us at 610-399-3100.


SERVICE MGR Mike Rhoades

Verified Customer
Newtown Square, PA
2018 Genesis G80
ReScore Review™
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
03/04/2021
verified customerVerified Customer
Category: Service
Explained
The manager took the time to explain all the details of the service and the work was done thoroughly, expertly and at a reasonable price. All the service people from the valet driver to the mechanic, service advisor and cashier were courteous and pleasant. Will be back for service in the future.
Recommended
Original Review
Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5
02/27/2021
Category: Service
Latest service
Not as expected
Recommended
MICHAEL R. from Genesis Of West Chester responded on 03/02/2021 12:55 PM

Good afternoon my name is Mike Rhoades service mgr. contacting concerning your recent visit to our dealership I can be reached at 610-399-3100 ext 1327


SERVICE MGR Mike Rhoades

MICHAEL R. from Genesis Of West Chester responded on 03/04/2021 05:26 AM

Good morning I wanted to take a second and thank you for talking to me yesterday about your concern glad we could resolve all concerns in the future if you need anything please reached out to me thanks so much for the rescore.


SERVICE MGR Mike Rhoades

JB
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Jonathan B.
Wallingford, PA
2019 Genesis G70
Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5
02/02/2021
verified customerVerified Customer
Category: Service
Service as expected
The service was fine once my car was actually picked up. My appointment was scheduled, I got a call from the service department stating they needed to change the service date. I changed the service date to one of the suggested open dates. I got a call confirming my appointment on the original date from sales, when they were informed that I received a call and the date had shifted they acted surprised and confirmed the new date again. Waited for a call until mid morning on new date of service to no avail, called in to service and was informed I had no appointment and asked if I would like to schedule...3rd time was a charm.
Not Recommended
MICHAEL R. from Genesis Of West Chester responded on 02/02/2021 11:18 AM

GOOD AFTERNOON, MY NAME IS CHRISTINA I WAS YOUR SERVICE ADVISOR WHEN YOUR GENESIS CAME IN FOR SERVICE. PLEASE FEEL FREE TO CONTACT ME AT 610-399-3100 EXT. 1320 I WOULD LIKE TO SPEAK TO YOU ABOUT YOUR SERVICE AND RECTIFY YOUR CONCERNS. THANK YOU

AD
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Anthony D.
Newtown Square, PA
2019 Genesis G80
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
01/10/2021
verified customerVerified Customer
Category: Service
Excellent Service
Excellent service as usual.
Recommended
MICHAEL R. from Genesis Of West Chester responded on 01/11/2021 03:57 AM

Thank you for a great review our goal is 5 star service if there is anything we can do please contact us at 610-399-3100.



SERVICE MGR Mike Rhoades

AD
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Anthony D.
Newtown Square, PA
2019 Genesis G80
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
12/04/2020
verified customerVerified Customer
Category: Service
Excellent Service
Servicing my auto has always been a excellent experience.
Recommended
MICHAEL R. from Genesis Of West Chester responded on 12/07/2020 04:01 AM

Thank you for a great review our goal is 5 star service if there is anything we can do please contact us at 610-399-3100.


SERVICE MGR Mike Rhoades

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