Larry H. Miller Genesis Peoria

First of all the service coordinator Ashley is always in a rush. I do understand she works with multiple customers but atleast you have to wait and hear all the issues reported by customer. I had to request a rush. I do understand she works with multiple customers but atleast you have to wait and hear all the issues reported by customer. I had to request her to wait and tell her there is one more issue so please wait. Also there was lot of confusion on booking by Lyft ride back home. Twice incorrect address was added and the driver took me to different address. I had to request him to move to dealership again twice to correct the address. Coming to the problem, I was hearing a rattling noise on the left side of my instrument panel when the car was ON. So I had to leave my car to the dealership to be looked on. I was told by the service men that the noise was caused by tennis xxxxx cage which is on my trunk when the car is running. It sounded ridiculous as I was able to hear the noise even when car was idle and I figured out myself it happens when the brake pedal was pressed. I am going to set up an appointment again to get it fixed. So overall the diagnosis was not done properly. More

This is not the first time I have been disappointed with LM Genesis service. I have decided it’s best to travel further out to get what CS should look like. First, I don’t like being called ‘dear’ in a cond LM Genesis service. I have decided it’s best to travel further out to get what CS should look like. First, I don’t like being called ‘dear’ in a condescending manner Ashleigh uses. And, when you ask her a question she PRETENDS she doesn’t know what you’re talking about so you have to repeat. My vehicle we rifled thru snd my new crucifix broken…tires not rotated, error message left on screen, had to return after hand off to get it corrected, no conversation about the details of vehicle, no conversation about car wash or any Genesis service offered to owner. Considering a newer model but NOT from LM! I sm disappointed! More

Absolutely fantastic service from this dealership! I recently purchased a g70, and I’ve never had a smoother experience in my life! From Sales to the Service department, everyone has been extremely he I recently purchased a g70, and I’ve never had a smoother experience in my life! From Sales to the Service department, everyone has been extremely helpful, responsive and just overall fantastic. More

Ashleigh was great as usual. Service done quickly and completely. Hope building remodel gets done soon so employees can get back inside. Staff was great working under some challe Service done quickly and completely. Hope building remodel gets done soon so employees can get back inside. Staff was great working under some challenging conditions. More

We purchased a 2022 GV70 Genesis in December 2021 from Nick Laffoon. He did a superb job! Since then it has been a nightmare. It seems they put their best foot forward purchasing the car and then ignor Nick Laffoon. He did a superb job! Since then it has been a nightmare. It seems they put their best foot forward purchasing the car and then ignore you when it is time for service. Our engine light came on and we call to get an appointment which was a month out. Upon arriving I was greeted by Ashleigh very rudely. The bottom line on this trip was they needed to order the part and then call back when it arrived so we could make appointment. The service department did call to say they had the part so they said they would pick up my car at my house and leave us a loaner to be picked up the following day. They did come on that day and left a loaner. I told them to give me an oil change at the same time they put the part in. Well, as I was out doing errands in the loaner, your service department called to say they needed to get the loaner back that same day as my car was ready. I told them I was out doing errands, but agreed to arrange to your driver to come and switch cars with me. I signed for the paperwork the driver brought, but noticed later the part had not been installed. Just the oil change was completed. I then called your service department three times as I would wait to up to 15 minutes after having been told I was in the number 1 position to be answered. Then a voice would come on tell me to leave a message and they would get back with me. This happened THREE times. Very frustrating!! Ashleigh did call me back as a result of my three calls to tell me the part I had been waiting for would arrive in a week or so!! Way back I was told when it arrive they would call me so we could schedule the service. I then called back to the main number and not the service number to talk with Kevin Nailer the service manager. He had left for the day this last Friday by 4:30 so I asked the receptionist to have him call me and she said she would leave him the message so I should get a call on Monday morning. Well, it is 12:25PM now on Monday and no call (not surprised). I spoke to Kevin Nailer a couple of months ago and he said they never know when parts may arrive because of covid and poor shipping from Korea for which I completely understand. I just don't understand how Ashleigh now knows it will arrive in a week. I hope she is right. I am a bit concerned how a part that put my "check engine" light on is okay for them to have me continue to drive the car months later with no ill effects. On a separate issue we had called John Rhodes (in financing) regarding a question on our paperwork. After calling him twice and finding out he was indeed at work, he never did return our call. At the time of doing the paperwork, John was very friendly and efficient but there is a huge disconnect after the sale! More

My husband and I purchased a 2021 GV80 back in Sept 2021 from the dealership. We LOVE this vehicle. It is a truly well-built vehicle with all the bells and whistles and is very fun to drive. We espec from the dealership. We LOVE this vehicle. It is a truly well-built vehicle with all the bells and whistles and is very fun to drive. We especially loved the idea of the concierge service that came with our purchase. It’s that special little sparkle of getting the next level of service that was appealing to us. When we think of “concierge service” we think of personal attention, quick responses, follow up – basically, “next level” service. The one thing we haven’t received is “next level” concierge service. It’s not been terrible, and it’s nice to have a direct person to deal with. However, it is frustrating to not get an email returned, or a return phone call. Is it a situation, where, perhaps, the one person designated as the concierge is overwhelmed and perhaps, a 2nd person should be added to the team to assist? Are we using the wrong form of communication? There was some miscommunication about who to contact the day of our service, 04/12/2022. My husband does not have access to his phone during the day, and it was not noted on the ticket. The dealership kept calling his number instead of mine. I called to let the concierge know to call me and to provide her our gate code, it went straight to voicemail. When 30 minutes had passed, I called again – voicemail. I then called into the Service Department directly and spoke with a live person. She said she would note the ticket. We would have thought the concierge would have followed up with a phone call or email, however, there was no communication. We do want to give a shout out to Dennis, the driver who picked up and delivered our car for our first service – he was very nice and answered all our questions! Maybe just some tweaks to your program would be great. For example: • Introduce the client to the Genesis concierge person so they know with whom they will be dealing. Make sure the sales team gives the clients a business card for the concierge, as well as the contact info and the best way to contact the concierge – text/email/cell. • If your service concierge is out of the office, be sure that person adds an out of office reply on their email, so someone doesn’t send multiple emails, thinking they are not being acknowledged. • Having a backup person for a service concierge who takes some well-deserved time off would be a great idea. Have an alternate person’s name & phone number available on their voicemail. Have that person’s email on the out of office email reply. They can help provide a seamless customer service experience for Genesis owners. We have been waiting on some parts that were ordered 02/17/22. We have had zero communication about that. We are approaching almost 4 months, and yet no update. Granted, the auto industry has been facing unprecedented shortages for parts/chips/etc., which in turn adds stress to the employees working hard to keep customers happy and cars repaired. We would just appreciate an update, so we don’t feel like we have been forgotten. We just believe that the concierge service that we expected with our purchase, has just fallen short, but we are sure can be improved. More

Great experience! Brought my New GV80 to Larry Miller because I was denied service at Earnhardt Genesis in Scottsdale for not having enough miles on my car for a first Brought my New GV80 to Larry Miller because I was denied service at Earnhardt Genesis in Scottsdale for not having enough miles on my car for a first oil change. Which I found was untrue because at the time I had 6200 miles and the snotty receptionist and service told me I needed 7500. So I was willing to drive all the way to Larry Miller up in Peoria because if they’re outstanding reviews. Larry Miller took care of us and did a great job and supplies refreshments while you wait which is a bonus. All staff work together to make sure your being taken care of no matter who you are assigned to for service advisor. More

Extremely friendly staff and ended up picking up two cars our sales representative was extremely knowledgeable and the whole occasion was stress free. I would recommend this dealer ship. our sales representative was extremely knowledgeable and the whole occasion was stress free. I would recommend this dealer ship. More

We worked with Nick and he did a superb work! Excellent service level! Good job! Excellent service level! Good job! More

We worked with Ashleigh and as usual she was cordial. She went out of her way to help us. Ashleigh is a credit to the service department. She went out of her way to help us. Ashleigh is a credit to the service department. More