Gene's Auto & Truck — Attraction in Papillion

I went to Genes based on all the positive Google reviews. Scheduled an appointment for 3 items to be serviced. Day of appointment I'm describing the issues I was having with vehicle and Gene came off as rude, acted annoyed I was even talking, and looked at me like I was an idiot. He made me immediately uncomfortable, but I told myself they are raved about online so maybe he was just having a bad day. The lady in the office was very friendly. I since had to go back to point out a minor issue that I discovered and he was rude again. Honestly if he's that irritable and PO'd of a person how does keep staff? He definitely comes off as someone miserable/unhappy. Whether or not it was his intent, he also gave me the impression he was not thrilled to work on my type of vehicle, and it was a burden. Lastly, nobody thanked me for my business when I picked up the car and paid cash ($440 later). Seems like the most basic level of customer service you can extend is Thank the customer!!! I have leased multiple vehicles over the years and spent enough time dealing with service advisors at various dealerships for routine maintenance work, I generally know what to expect; this experience was by far the rudest I have gotten anywhere I have visited. Now that I have an older vehicle i need a reliable mechanic, but will not be back to Gene's. Obviously they are doing very well and dont need my business based on all the cars in their lot and all the postive reviews. They didn't care about me as a customer, they certainly aren't going to care about my review but thought I should share my experience as a recent review. Fyi... i have never left a Google review for any business so that speaks to the poor experience I had. Honestly all I expected was a friendly hello when I arrived, "what can we help you with"? And then be coordial when I'm explaining the problem, and finally a genuine "thank you for your business" at the end of the transaction (its a small business for petes sake, that's what you expect!) Im sure the mechanics do great work, as they can't be this popular for this many years if they weren't. Im just baffled why I was...

Absolutely stay away! I originally dropped vehicle off at Genes auto and truck here in Papillion to get some extended warranty work completed, this was in October.. it has been three weeks that truck has been at genes auto and truck, Alpha warranty honored the contract and provided Matt (representative of genes auto and truck) with a replacement transmission, the techs at the shop installed the transmission and they stated it was a defective transmission and they needed to replace it again… before any work was authorized or completed I specifically asked what will be the total, he stated verbatim..” $180 for fluids, your warranty covers the rest” I then waited for the vendor to deliver another transmission. On Thursday of last week (11/17/22) the transmission was delivered, I was under the impression it wouldn’t arrive until Friday (11/18/22), truck was completed on Thursday (11/18/22) and no one reached out to me to let me know what was going on, I had to continuously call and touch base with Matt and Nichole. I called Friday morning to see what was going on and Nichole stated Matt was on lunch and would return my call, he never did, I waited until 4:54 pm and tried calling again, I was able to speak with Matt and he informed me truck has been completed and they were waiting for vendor to pay a portion of the second transmission replacement. I call again this morning to see what’s going on Matt states to me that there is a bill in the sum of $800+, I immediately remind him he originally quoted me $180 for fluids… long story short I was forced to call the police in order to get vehicle picked up, the total again fluctuated and went down to $531 even though I was quoted $180… Upon leaving the shop, Matt was upset and stated even though everything has been paid (almost $6,000) that any of the work they completed they will not warranty. Absolutely unprofessional. Beware. I have video evidence of entire interaction, I will be filing a small claims suit this week. please save yourself the headache and put your trust in a shop that has customer service, values, morals...

Stay Away, horrible business ethics. My son's father took his truck in for a warranty repair. He was told that his out of pocket cost would be less than $200. The first transmission that came in was defective and they ordered a new one. Long story short, and 3 weeks later, after multiple calls not being returned he was told he could pick up his truck. Upon picking it up the cost was now $800. After some discussion, the tech told him give him $600 and he could take the truck. Bottom line they wanted to charge him for the cost of fluids they were out for the defective transmission and charged him for random things (lugnuts etc) that were never authorized. After going to pay for the truck, he was basically told his business was not wanted and " his type" is not wanted at their shop. This is all on video. He is hispanic and he also had my 5 year old son with him. He has video of the employees treating him horribly and saying very degrading and condescending things in front of my child. So after having the tuck for 3 weeks, trying to charge him triple, & finally charging him over double, he was also treated as though he didn't belong in the business. My son's father planned on spending $200 and instead had to pay $600 just to get his truck back. The money he spent was for my sons holiday gifts and obviously caused a huge burden for a single father at the end of the year. It's sad that in 2022 businesses are still so comfortable with being selective on which type of customers or what color of customers deserve to be at the very least, treated with respect. Stay far away...