Genesis of Spring

One-Star Review: Genesis of Spring – Where “Luxury Customer Service” Dies the Moment You Drive Off the Lot. My mother owns a 2025 Genesis GV70, a “premium” vehicle that comes with the much-advertised Customer Service” Dies the Moment You Drive Off the Lot. My mother owns a 2025 Genesis GV70, a “premium” vehicle that comes with the much-advertised perk of complimentary scheduled maintenance and valet service for the first 36,000 miles/3 years. On paper, it sounds like Genesis actually cares about the ownership experience. At Genesis of Spring (Spring, Texas), they make it crystal clear that the moment the ink is dry on your contract, you’re just another VIN in the system, nothing more. Here’s what happened: My mother's GV70 had two open safety recalls plus routine service due. I called Genesis of West Houston first; they told me walk-ins were preferred for a first visit so they could scan the car and set up the complimentary service profile. I happened to be closer to the Spring location, so at 11:00 a.m. on a weekday I stopped in. Service advisor immediately shut me down: “We can’t take walk-ins.” The service reception bay was empty and the lounge was empty. I walked in and asked to speak to the manager. he confirmed they were “short-staffed”, and flat-out refused to make an exception, even though there were active safety recalls, I explained I was leaving the next day for a long road trip and this would be my only realistic window, I didn't mind waiting a few hours, this was a first visit and I had called Genesis although it may have been Genesis of West Houston. The manager still declined to help me. Zero empathy, zero flexibility, zero interest in fixing two recalls on a $65,000+ vehicle Genesis sold me less than a year ago in Florida. So I got back in the car, drove an extra 30+ minutes to Genesis of West Houston, walked in without an appointment, and was greeted like a human being. They scanned the car, performed the recalls, did the oil change, washed it, and had me out the door in under two hours, all while apologizing that I’d had trouble at the other store. The contrast was embarrassing, for Spring. Genesis of Spring evidently believes the “luxury experience” ends the nanosecond the sale is finalized. Once they have your money, open safety recalls and factory-promised complimentary service become an inconvenience to their “short-staffed” operation. Our family has owned other premium brands including Lexus, BMW, and Mercedes, all of whom would have bent over backwards in the same situation for a first (or any) service experience with them. If you’re shopping for a Genesis in the Houston area, drive the extra miles to literally any other dealer but I recommend Genesis of West Houston. Corporate needs to take the keys away from this location before they drag the entire brand into the gutter. More

DO NOT HAVE YOUR CAR SERVICED HERE! I took my 2018 G80 to get serviced at this dealership on April 19, 2023. As I type this, this dealership still has my vehicle and no repairs have bee I took my 2018 G80 to get serviced at this dealership on April 19, 2023. As I type this, this dealership still has my vehicle and no repairs have been made. My service tech is Clay Nedbal. My experience started off smooth. I was given a loaner car and told they handled warranty issues in the past with other customers and that they would reach out to the Tech line to request coverage under Goodwill. On June 06, 2023, Genesis of Spring contacted the Tech line. On June 08, 2024, the Tech line responded to Genesis of Spring; however, did not receive a response. Oddly, when I would reach out to Clay and the dealership, I was informed that the tech line had not gotten back to them. I periodically called to get the status of the repairs and was told a number of reasons (new building construction, down to only a few mechanics, waiting on a response from the tech line) for the delay. I decided to go up there and I noticed my car was still sitting in the exact same parking spot. Not only had it been sitting there, but fluid was leaking from underneath the car, a tire was flat, and my battery was dead). In January, my patience was running thin. I am paying on a vehicle I can’t even enjoy. I reached out to Clay, and he said they were still unable to start on any repairs for my car. He then asked for authorization to move forward with fixing my car, as he stated there was a possibility it may not be covered under goodwill and he advised me to contact Corporate . On January 29, 2024, I reached out to Corporate and opened a case. The very next day, I was contacted by Genesis of Spring, and told I would need to give the loaner car back. They stated that it was costly for the dealership to continue allowing me to use the loaner vehicle. However, I believe this was retaliation due to me contacting Corporate. The decision was made by Clay and service manager, Tim Shipe. This left me with no vehicle and caused a huge burden to me and my family. Corporate informed me that they would give me rental reimbursement while my car was in the shop. Then later I was informed they could not reimburse me until my car was approved for repairs. On or about the first week of February 2024, Tim Shipe stated it would take about a month before they could start tearing down my car and/or any repairs because they were currently working on a G90 engine repair. But, they proclaimed my car would be next. So I called back the first week of March and Clay stated they would start on my car within 5 days to a week. I called the following week and was told by Clay that he needed to get with the mechanics to figure out how they were going to handle my car and at the time a mechanic was out on leave. On April 06, 2024, I called Clay and he said they were finishing up on a G90, then a G80 would be next, then my car would be next. At that point I was livid. They were literally giving me the run around. Tim Shipe even said at one point, you know you can just take your car somewhere else to get it serviced. I responded, “No! You all are responsible for repairing my vehicle like you stated you would!” So again as I type this they have yet to repair my car. The last thing i was told, your situation is different. There were other cars here prior to yours, with engine issues and we just don’t know how long it will take. I am tired of being taken advantage of and I hate that I did not do this review sooner. I urge you, please do not take your vehicle here. This isn’t right to do to anybody. More