Genesis at Carmel - Service Center

If you want extremely bad customer service buy yourself a Genesis. This deanship gave me the worst customer service I have ever had, my car is a lemon and after 4 attempts they still didn't get the problem f Genesis. This deanship gave me the worst customer service I have ever had, my car is a lemon and after 4 attempts they still didn't get the problem fixed. They had my car for almost 2 months. Also, you will not be able to get ahold of the service manager because he does not call you back. More

Stay away from this or any Napleton dealership. Whatever you do, do not use their concierge service at all costs. They let a 19-year-old kid drive my brand new GV60, he destroyed it in an acciden Whatever you do, do not use their concierge service at all costs. They let a 19-year-old kid drive my brand new GV60, he destroyed it in an accident rear-ending 2 cars on I-465. Now Napleton wants me to take a $28, 000 loss on the car they destroyed. To see how the company is unconcerned with its customers and fairness but absorbed with its own costs, read on. In September 2023, my wife and I purchased a new 2023 Genesis GV60 Performance vehicle, mainly for my wife to drive. She loved that vehicle and took immaculate care of it. We, thereafter, received a Notice of Recall from Genesis for the vehicle to be repaired at a dealership certified by Genesis. The nearest dealership that was Genesis certified was Genesis of Carmel. My wife made an appointment for May 8 to have the work done. She spoke with the service department the afternoon before to confirm the appointment. We were aware of the Genesis Concierge’s and Genesis of Carmel’s program to pick up and drop off the vehicle but, because my wife did not want others driving her car, we drove the 30 miles to Genesis of Carmel on the morning of May 8, 2024. When we arrived, we were told that both technicians who could work on electric vehicles were out. We were asked to reschedule and we did for May 15. The service manager asked about pick up and drop off of the vehicle. My wife said no she did not want that service because she does not let others drive her car. The service manager continued to persuade her and eventually did. In doing so, he promised to take “very good care of it” and told her “They do it all the time.” The morning of the 15th after a call from a young man, who was lost, he did appear and picked up the vehicle. It was worked on at the behest of Genesis and was apparently completed. At 4:30, rush hour, the same lost, nineteen-year-old employee of the dealership, was bringing the car back to us, he slammed into the vehicle in front of him on Interstate 465. He hit the car in front so hard that it struck the car in front of it. Immediately after the accident, we were told Genesis of Carmel would make this right. They would provide us with a new car. They were terribly sorry about what happened. Within just a few days, things started to change. We were told that the claim had been sent to their insurance company and we should wait for them to contact us. Understand, Napleton is SELF-INSURED, they have a claims service that handles their claims and an insurance carrier that provides them with a policy for BMV and Department of Insurance purposes, but IT IS Napleton’s money. Information was very slow from the claim administrator. When asked about the claim the adjustor told me that he was too busy, had too many claims, had too many reports, was waiting on others, and so forth. Finally, late in the afternoon of July 3, I received a total loss offer of $29,000 less than I paid for the car. This offer would mean the car lost 40% of its value in a few months. I appealed to everyone at Genesis of Carmel and the Napleton Auto Group to make this right. I was either put off or just ignored. No one at Napleton will tell me how this is fair. They have now told me the offer with a slight increase is final. They won’t do what had been promised when the accident occurred. Don’t let this happen to you. At the least take the pragmatic approach if a Genesis goes down 40% in value in a few months, don’t buy a Genesis. If a dealership doesn’t take care of its customers don’t buy from the dealership. Certainly, do not believe what Napleton tells you or promises. More