Genesis of Stevens Creek

My previous cars have been from brands such as Mercedes-Benz, Toyota, and Volkswagen, and I had high hopes for this new purchase. Unfortunately, my experience with Genesis has been far from satisfactory. Here are the main issues I have encountered: Poor Service Quality: When I contacted the service department due to shaking and an illuminated engine light (despite having serviced it two months prior), I was told I would have to wait another 2-3 months for an appointment. Given that the car felt like it might stop at any moment, this was extremely concerning. Although I was able to secure an earlier appointment by sheer luck, the service team’s initial response was unacceptable, especially since I rely on my vehicle to transport my children to their activities. Lack of Rental Vehicles: When I dropped off my car, my advisor informed me that it would take a couple of days. I was shocked to learn that no rental cars were available, and they didn't even tell me the estimated time in advance, leaving me without a means of transportation. The service representative could not provide any information on the timeline for the diagnostics or repairs, and I received no other updates despite reaching out. Just "no updates" text from the advisor. This level of service is far below what I have experienced with other car brands. Confusing Warranty Information: There seems to be a significant lack of communication and training regarding warranty information. One representative told me, my warranty had expired, while another confirmed that it was still valid. This inconsistency is frustrating and undermines my trust in the service department. Inadequate Waiting Area: The dealership/service department lacks a proper waiting area for customers. This is highly inconvenient and not reflective of the standard of service I expect from a premium brand.

The guys in the shop are professional, familiar with the cars, Juan took me to a great test drive for a genesis G70. Recommand this place.

Had a great experience at Stevens Creek Genesis in getting my wife a new GV80 SUV. Can’t say enough about the quality of the staff and special shout out to Israel, David & Lou that helped me directly to make this purchase a smooth and wonderful experience. My wife loves the car…

Never knew who DGDG was. We were looking for a G70. Stevens Creek had one of each color/pkg combo that we wanted. The dealership is 43 miles away from us. Reached out to them, spoke with Bobby(nice guy), while making arrangements to come, Bobby had an emergency and Ashley reached out to us to let us know that she would be happy to help us. The fact that Bobby had taken the time to pass along my info despite his emergency, that was cool that they would go to that level of commitment and follow-up. We traveled to the dealership on Saturday. Ashley was very nice, not pushy, kind of like a concierge instead of a salesperson, waiting to provide to us whatever we asked for and nothing we didn’t which was refreshing. The dealership was busy. After meeting Ashely, providing our info, we were off to test-drive. After the test-drive, we started talking pricing. Without asking, they already started below MSRP. They explained every detail. I even received a $400 new grad credit (pending proof). We came completely unprepared to purchase as we were not expecting the positive vibes. We said we would return the following day to buy the car if they would hold the deal. The sales manager, Mike, offered to hold the deal/car. I offered a deposit, but he just gestured politely and said it wasn’t necessary. Ashley was offering to come in at 9am to meet with us (the dealership doesn’t open until 10am) even though her shift wasn’t until 11:30am. So she’d work extra hours just to be there for us. That’s customer service right there and she doesn’t even work on commission(found that out later). We arrived Sunday and Ashley was there and ready. The deal was still valid. The car was there, saved. We moved forward with the process. Next, we were with Mark from finance. Completely patient with us. We had some requests on pricing for protection related items (warranty/maintenance) which were met. We also bought the Genesis GPP warranty/maintenance. My wife and son went to look over the vehicle, found marks. Mike/Ashley were out there, Mark escorted me out to the detailing bay to join my family and the detail crew to investigate. After going out, turned out the marks were not scratches. It was glue residue from the new car protective wrap. The lines were so fine, looked like scratches. We over-reacted and panicked. The gentlemen in the detail bay went to work. In the end, one small chip on the plastic skirt and one other issue. The dealership asked us, how can they make it right. My son, his car, said he would appreciate the body shop option. Without hesitation, they agreed, said they would setup the arrangements and provide a loaner vehicle. When the car detailing was complete, my wife and son both went out and were AMAZED by the detail job the crew did. It was phenomenal. We didn’t feel like we were sold something less than acceptable. Even Mark told us, if you see anything tomorrow, let us know and we’ll take care of it. The dealership tends to get warm inside, so dress in layers for comfort. It’s clean, well lit. Nice people who bendover backwards for you to earn your business(without commission), good prices/good deals. Bottom line. My son had a big ol’ grin on his face, loves the car. The family loves his choice. All around, a good experience we were pleasantly surprised to find. I say surprised because we had no experience with DGDG. Our experience with a local Genesis dealership wasn’t great. Bobby, Ashley, Mike, Mark, and the awesome gentlemen in detail – thank you for a great weekend, great car, great experience and thank you for your patience with us. Final note. Our time on Sunday to buy the car, took just over 5 hours, so allow yourself time in case they are busy, but you won’t be disappointed with the amount of time when you drive off with a good deal. Thank you DGDG.

We were greeted right away. We knew the car we wanted to see. We were accommodated very quickly for a test drive. We were given the purchase price details and after thinking about it, decided it was the car for us. While we were doing all the paperwork, the car was being washed so that we could take it home that night. It was Sunday, so we were surprised it could be taken home.