Genesis of Round Rock — Local services in Round Rock

I wanted to provide you with comprehensive feedback regarding my recent experiences with Genesis of Round Rock, encompassing both positive aspects and areas for improvement.

Firstly, I must commend the dealership for its exceptional communication during the sales process. The sales team exhibited professionalism and responsiveness, creating a positive initial impression and facilitating a smooth transaction. However, as I transitioned from the sales phase to post-sales service, my experience took a downturn.

Booking an appointment for the initial oil change proved to be an unexpectedly arduous task. Despite assurances of a streamlined process, I encountered difficulties securing a suitable time slot. This initial hiccup, while minor, set the stage for further frustrations to come.

Moreover, I was eager to avail myself of the concierge service and vehicle pickup offered by Genesis of Round Rock. Regrettably, attempting to schedule these services proved to be yet another exercise in frustration. The process lacked efficiency and clarity, detracting from the convenience promised by such amenities.

Compounding these issues was the protracted wait time to speak with a representative from the service department. On multiple occasions, I endured longer-than-usual hold times, only to ultimately be informed that no one was available to assist me. This lack of accessibility and responsiveness severely undermined my confidence in the dealership's commitment to customer care.

Furthermore, my dissatisfaction peaked when attempting to address concerns regarding a software update for my vehicle's head unit. Despite patiently waiting six weeks for the USB VIN unique software, obtaining clear and accurate information proved to be an exercise in futility. Ultimately, I was dismayed to discover that the update could have been easily performed by myself—a revelation that compounded my frustration and disappointment.

In summary, while Genesis of Round Rock demonstrates commendable proficiency in sales communication, my overall customer experience has been marred by significant shortcomings. Challenges in booking appointments, accessing concierge services, and communicating with the service department detract from the dealership's reputation and erode customer confidence.

I trust that you will consider this feedback constructively and take proactive measures to address these issues. As a valued customer, I sincerely hope to see improvements in the dealership's service offerings and commitment to customer satisfaction.

Thank you for your attention to this matter. I look forward to witnessing positive changes that will enhance the overall customer experience at Genesis...

Round Rock Genesis is currently located at Round Rock Hyundai. Same location, except there is a small section of the showroom floor dedicated to Genesis vehicles. The service drive also has a dedicated service rep and lane for service. Since I recently purchased a brand new 2018 G80 5.0 Ultimate AWD, my review is for the "Genesis" portion of this dealership.

I actually visited Round Rock Genesis back in January and was very close to buying a similar G80. I worked with Rick in sales and despite his great service, I ended up buying a different vehicle due to personal needs and finances at the time. Rick was happy I found what I wanted, even though it wasn't there. No pressure at all.

Fast forward 3 months later and I'm now in the market for a new vehicle again. Extensive research and test drives ended up with Genesis right there on my "top 2" list. And of course, working with Rick. After a brief phone call and e-mail exchange, he quickly remembered my "detail oriented" personality, and we jumped right back into the whole process.

Except this time, I ended up actually buying a vehicle! He was very flexible in adapting his role in the process to my knowledge (I'm a car guy) as he helped locate the seemingly rare AWD V8 model I wanted. As well as working through the relatively straight forward negotiation, delivery, and buying process. He kept me informed each step of the way and followed through with any promises made.

Over the years I've bought a lot of vehicles and visited countless dealerships. Audi, Mercedes, GMC, Dodge, etc. You name it, I've probably been there. And I have to say Rick and his team are some of the best. No pressure, straight forward numbers, no dealer adds, etc. Rick in particular probably knows the most about what he sells than anybody else I've dealt with in a long time. Which I have to say, is all rather refreshing.

At the end of the day, the G80 made the most sense from virtually every perspective, the service was great, and trade/vehicle price was fair. Looking for a Genesis? Check these guys out (and ask for Rick).

I will update the review after I've visited the Service department. A quick tour was impressive. They have lots of Genesis certified mechanics as well as a high-tech air-conditioned bay area. The only negative I can see is that because of this, they appear to be quite busy, which can lead to long wait times if you're not able to schedule in advance.

Hopefully that's a temporary situation and look forward to the "Genesis Experience" at Round...

Absolutely a top notch Genesis service department!!

While their facility is undergoing renovation and an eventual transition to a separate Genesis building, Andy and Victoria (Round Rock Genesis representatives) make sure that every service detail from scheduling, arranging service loaner vehicles, providing updates, washing vehicle, explaining what was done, ensuring satisfaction via follow ups…etc… is all done in a courteous and highly attentive manner!!

Unfortunately, there are numerous negative reviews online regarding many other Genesis service departments (nation wide) providing substandard service while they struggle to transition out of Hyundai services to a separate stand alone Genesis entity.

I can positively affirm that while faced with the same transition challenges as the other dealerships , Andy and Victoria at Genesis of Round Rock are single handedly overcoming the transition obstacles and delivering Seamless Service Excellence to their Genesis Customers. Their zealous commitment to customer satisfaction is making all the difference!

Okay….so….….during the facility renovation and building transition they may not offer 5 types of imported bottled water or foofoo gourmet café lattes, but I gladly drive the over 60 miles to get my Genesis serviced at Round Rock knowing that my car is in their good hands and knowing that they will do everything, within their realm of influence. to ensure highest levels of...