ComplaintsforGenesis Of Milford

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a car from this dealership. Before closing the contract, I pointed out some defects (2 brown spots and 2 paint chips on the passenger-side mirror and above the driver-side rear wheel which had already existed. The sales manager (Hensley) told me he would ordered the paint which would arrive within 3 business days and take care of it. They were supposed to call me when the paint arrived. However, they never called me back. I called them back the next day three times and. finally talked to the sales manager, and he told me it would arrive the day before my appointment. He told me again once it arrived he will call me back which had never happened. When I got there for the service, the paint was not there. Also, surprisingly, the service department didn't arrange the paintwork and was told that it would be done by the sales manager who is not an expert in detailing. I was shocked by that. I bought a new car instead of a used car. The problem should be fixed by an expert of the paintwork. This is nonsense and not acceptable. Who wants a chipped car that was fixed by a non-professional person for a new car price? This is not fair. I had to leave the place because of my next appointment, and the manager said that he will call me back, but he has never called me back.

  Business response

  09/24/2024

  Dear ******** *****,

  We at Genesis of Milford take your feedback very seriously. We understand your frustration regarding the paintwork for your new vehicle and apologize for the inconvenience and lack of communication.

  We want to assure you that we are committed to resolving this issue to your satisfaction. Either I or our Sales Manager, Hensley, will be contacting you directly within the next business day to schedule a detailing appointment to address the paint chips and blemishes.

  We value your business and appreciate your patience as we rectify this situation. We hope to restore your confidence in our dealership and provide you with the exceptional service you deserve.
  
  Thank you for your understanding.
  
  Sincerely,
  Sylwia K***
  General Sales Manager
  Genesis of Milford

  Customer response

  10/03/2024

  Good morning *******,

   

  I hope this email finds you well and you are doing well. I have been waiting for Genesis of Milford to contact me. However, they have never contacted me. That is why I was not able to respond to the message. I would like to reopen my claim since it was not resolved. Also, it has been over one month and my car needed to be fixed the defects before starting to be used so I did it. Therefore, I want compensation for the repair rather than making an appointment to fix the car. If you have any questions or concerns, please let me know. Thank you for your help.

   

  Best regards,

  ******** *****

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Received a recall notice from Genesis that the oil line to the left turbo could leak onto the manifold and start a fire and NOT to park it on an enclosure. I called Milford Genesis in Milford *********** and got an appointment around 7 weeks ago. When I showed up for the appointment they made we wait 20 minutes and the told me they didn't have the part. They said it would take about a month to get the part and they would call me when the part arrived. That was 8 weeks ago! I have called them twice in the last week but they NEVER returned my calls. I didn't purchase the car from them but, they are the closest dealership to me. I don't think they want to honor the recall because I didn't buy the car from them. This is my second Genesis and it will be my last. I'm going back to ********!!

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the date, I purchased my vehicle I have had this same existing issue. From when I spoke to the sales rep at the dealership, the date I purchased the vehicle my vehicle had been as explained to me, sold to another lender or bank, and that that would be something internally that the dealership would have to correct Here it is four months later from the time I have purchased my vehicle and this issue has still not been corrected. I cannot register my vehicle on my app, nor utilize my features on my app because the dealership has not contacted me back nor have they followed up with me. I am very upset. I have called numerous times to have this issue addressed. I have also have saved text messages and I also have phone calls attempting to reach out to the dealership and no one has called back or followed up with me. I have been trying to schedule maintenance on my vehicle I call numerous time left several voicemails no respond. It is upsetting that I have to go to this extent to get basic service as well as what should have be corrected from day one.

  Business response

  09/18/2023

  Thank you for the opportunity to address Mr ********** concerns. We have been in touch and some of the issues are already resolved. Our Service Department will be in touch to arrange a Valet of the vehicle to address the service needs. 

  Business response

  09/18/2023

  Thank you for the opportunity to address Mr ********** concerns. We have been in touch and some of the issues are already resolved. Our Service Department will be in touch to arrange a Valet of the vehicle to address the service needs. 

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