Genesis of Kirkland

by DeMo1985 on 06/08/2023

I had my 2022 GV70 scheduled for service on, May 31, 2023 at Genesis of Kirkland Washington using the valet service pickup. I made this appointment several weeks prior in order to accommodate the valet service availability, and I confirmed the appointment the week before, including the valet pickup location with the service department. I received a call the day before (May 30, 2023) from the valet service driver, informing me that the pick up location was outside of the designated service area. I called and spoke to the service manager, Mr. David Calloway. He proceeded to tell me that the pick up location was outside the service area of 50 miles, while in fact, it was 50.6 miles away. I told him that his dealership provided valet service on the other Genesis that I still own, which he confirmed. I offered to meet at a location, somewhat closer, which he finally agreed to, but not after complaining about the distance, the time away from the dealership and the disruption to their schedule. It is very frustrating to have the service manager complaining about a service that Genesis offers as part of the package of purchasing a Genesis. I love both of my Genesis’, but Genesis service overall is horrible. Over the last year or so, Genesis has closed a number of dealerships, including a closer Genesis dealership to where I live. The current service I requested was not completed (for a second time) and the last service that I had was not fully completed, and I was lied to about what was done. Again, all very frustrating. While I really want to recommend the car brand to others, I am very reluctant to do so given the poor ability to offer what is being sold as part of the luxury experience. Genesis has quite a ways to go be being a true luxury brand, starting with their customer service. I currently own two Genesis, but these will probably be my last.

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