Genesis of Brooklyn — Local services in New York

UPDATED 5/9/24: Shawn (GM) from Genesis of Brooklyn reached out to me today to apologize for the gaps in service we experienced and took the time to fully listen to our concerns. In addition to rightsizing the accounts, he addressed each of our mentioned issues by explaining what aspects of the service were changing, and offered to personally help with our service issues in future.

He was kind and straightforward the entire time, and I greatly appreciated his support and the resolutions reached.

With hope, we anticipate that the changes Genesis of Brooklyn have been undergoing will pay off. While that will only be determined in future interactions, we have some confidence with people like Shawn at the helm.

OLDER REVIEW 5/8/24: I must say the Sales team here is very strong. They’re extremely personable and able to try and push deals to get cars off the lot.

Once you purchase/lease the car however, you’re essentially on your own. It’s felt like pulling teeth and having to fight to get SOMEONE to help or even pick up the phone without transferring you like a hot potato.

Our delivery manager went radio silence on us after not resolving any of the concerns we had regarding punchlist maintenance items on our car, even in situations where he told us specifically that we would be getting reimbursed for erroneous charges. He never helped us resolve a charge for Tire and Wheel replacement - despite us having the insurance for it and NOT being charged for 2 subsequent tire repairs. He has since ghosted any attempts we’ve made to contact him.

The Service department is another beast of its own. Scheduling service is near impossible and when you do get a date it is 3-4 months down the line (we called in January 2024, did not get scheduled until April 2024). When we were telling them we’d need maintenance prior to that date because the car’s system advised as such, we were just told “it won’t need maintenance”.

This last time that we had our car sent in for service was because we noticed a nail in our tire. We had asked the delivery manager to help us get an earlier appointment than April as this could be dangerous, and received nothing from him.

We only brought the car in once the tire popped and we couldn’t operate the car any longer. I had to call and stay on the line for hours before reaching the service manager. I asked for them to do the maintenance as well since it would have been another month since our appointment, and he told me he’d call me to let me know the repair timeline.

When I did receive a call from him he told me that we’d receive our car on Tuesday and that we’d have it valeted to our location early that morning, so we planned around it with family.

Come Tuesday, we hear nothing all day. We’re bounced between people and departments. At 4:30pm we finally heard back from the department, completely unapologetically telling us that they never had this scheduled. The gentleman on the phone suggested that if we wanted to pick up our own car, we could Lyft and he advised we would be reimbursed since this was on them.

When we pick up the car, there’s no one who can give us paperwork to sign out, no one to complete an inspection with, and they tell us that we can just go. We saw scratches that were clearly not there before all over our car, and they had run the battery for the car lower than it started when it arrived to their department.

On top of that, we’re now told they’re reneging on the reimbursement. This whole experience we’ve had with Genesis after leaving the lot is seriously drawing concerns from us and is quickly leading us to decide not to purchase/lease another Genesis. It’s branded a luxury car, but the service we’ve experienced since acquiring it has been...

Genesis of Brooklyn is a 10/10 dealership. In a world where a dealership is the last place anyone wants to spend any time, we had a great experience there! The Team was very professional yet very kind and friendly. We had the pleasure of working with Sylvanna, Butch, Mohammed, and Rohan. We were buying our GV80 out of state and Butch helped us get a great value on our trade in. Furthermore, he stuck to his word and gave us the exact value he had estimated for us when we came in person. Unlike other dealerships, he did not switch up on us last minute and this goes to show his integrity. Especially with us coming from out of state he could have played games and tried to squeeze us, but he did not. He is a very straight forward and fair person with a friendly disposition. We had some very specific requests such as requesting to take off the ‘Brooklyn of Genesis’ sticker, and they kindly obliged. Sylvanna was also extremely warm and helpful. She walked us through all of the technology features of the car, a lot of which we did not know about, and I am grateful for this! They are features that are not usually talked about in YouTube reviews or articles so we may have never known if she did not provide this service for us. She did not rush through this process either, she really took her time with us and helped get our profiles set up as well. Mohammed and Rohan were also friendly and knowledgeable and helped us get a great deal when purchasing warranty. The team feels like they all get along and respect and trust each other, which is probably a big reason why our experience was so great. You can tell right away that they are customer centric and focus on providing a great experience. The Genesis GV80 is currently the top ranked luxury SUV in the world and when you own one, it makes sense. Since the brand and model are fairly new to the market, we ALWAYS get asked by people what car this is, and they tell us how nice it is. Even people in huge fancy pickup trucks stare and come up to us to ask about the car. Before we announced to our friend’s the kind of vehicle we purchased, someone said ‘have you seen the new Genesis cars, they are so nice!’ and they were pleasantly surprised when we revealed that we purchased one. There is no better luxury SUV in the market right now, especially if you get it fully loaded with all the tech packages like we did. We looked at BMW SUV’s, Mercedes GLE, Range Rover Velar, and even a Tesla Model Y and this was by far the best combination of technology, luxury, and looks. And to be honest, there is a level of exclusivity since they are so new. I am so glad we bought into the Genesis brand since they are really the only ones being truly innovative. The new cars they are coming out with look like concept cars come to life! People are noticing and with all that the company is doing, Genesis cannot be brushed to the side! It is very exciting stuff, and I am proud to be the owner of a Genesis vehicle and to have bought from Genesis of Brooklyn. Thank you to the...

1/19/25 (1 out of 5) I was expecting a better experience, especially after purchasing a Genesis G70 from a different dealership, where the service was excellent. Prior to my visit, I called the dealership to inquire about the fees, which I was told would include tax, DMV, doc fee, and a certification fee of $300. Based on this information, we scheduled an appointment and drove from New Jersey to meet with the sales representative, who took us on a test drive. We liked the car, but when we sat down to finalize the details, we were presented with a sheet listing several additional fees that had not been mentioned during the phone conversation, including PDI, Certification Fee, and Preparation Fee.

When I inquired about these fees, I was informed that they were standard for certified pre-owned vehicles. After pointing out that these fees were not disclosed during the phone call, the sales representative spoke with a manager, who offered to waive most of them, bringing the monthly payment from $830 to $650. However, upon reviewing the email I had received, which outlined the expected costs under the "transparency" section, I noticed they were attempting to add over $4,000 in undisclosed fees.

When I brought this to the sales representative's attention, he seemed surprised and stated, "Didn't we take it off for you?" He then asked me to send a screenshot of the email for reference. I intentionally left out names, but I want to clarify that my interactions took place with the Hyundai lot staff, not the Genesis building just five minutes away. However, it is important to note that both are part of the same company.

*Update 1/24/25 (4 out of 5) The General Manager, Danny, personally reached out to me and worked closely with me to resolve the issue. He was prompt, clear, and transparent about the steps he could take to address the situation. After our discussion, we reached an agreement that satisfied both parties. We were advised to ask for Mo, and he delivered exceptional service from start to finish, ensuring a smooth and complaint-free transaction. We would definitely recommend Mo to any future clients.

The only outstanding matter is the second car key, which we were informed would be mailed to us. A helpful representative named Victor assured us that he is actively working on this and will ensure the key is sent. Overall, the team took the necessary steps to rectify their mistake, and I am confident that the key, along with any other outstanding items, will be mailed as promised.

In conclusion, our experience during this second attempt was excellent. Once we receive the second key, I would rate this experience a perfect five out of five, due to the respect, courtesy, and professionalism demonstrated by Danny,...