Verified CustomerKathryn,
Thank you for your thoroughness in your response. A lot of the things you mentioned are things we know about and a working hard to remedy. Below I will address some of your concerns.
Condition of Vehicle upon delivery- I am so sorry that your car is delivered in that condition, I have just got off the phone with your Experience Manager (Mick Hasley) and he will be waiting for your phone call so that he can schedule a time to "redo" your detail.
Photos of Current Inventory- With the issue with the supply chain and getting cars to my lot, we are selling any where from 80-85% of our cars before they even get to the lot. So we made a decision to list all the cars that are incoming to our dealership on our website. This gives all of our customers an opportunity to see what we have incoming as soon as possible. With this we typically post either a stock photo or a banner saying "vehicle arriving soon." Then if a car makes it to our lot with out being pre-sold, it is my marketing departments TOP priority to get it washed, photographed and posted to our website. This is something we are constantly trying to improve at and get quicker with!
Pricing- I can tell you from personal experience, that the car industry right now is a weird place. I have been at Planet Hyundai/ Genesis of Golden for 8 years and I never thought I would see a time that we would price our cars at MSRP and still beat our competitors by so much. In the review you described our pricing as "take it or leave it" and I want to apologize that our business model was not better explained to you. About 10 years ago our owner decided to make the switch to Negotiation Free car sales. This switch was made for a few reason but primarily because its the right thing to do. As a customer I'm sure your did your research before coming into the dealership on what you should and shouldn't pay for a car. We do the same research constantly and a lot of different factors are considered when we decide on each cars price. i.e. time in inventory, availability and demand in the area. I know that was a lot of words but i hope you understand that we don't just slap a price on the car and thats what it is. We take being negotiation free very seriously so that we can provide the best value for all of our customer.
Customer Parking- This is something that has needed improvement for a longtime and the fix is on the horizon! We will be completely remodeling our Hyundai store with in 2022! Also, we will be hopefully (cross our fingers) breaking ground on a brand new, stand alone genesis dealership this year as well! Appropriate customer parking is one of our primary focuses with both of the new buidlings.
My hope with this email is no to contest your frustrations but to contextualize them. I understand all your concerns and I hope you understand that we are trying to work on them. The last thing I would like to hit on, unfortunatly these reviews only effect Mick and in Genesis Corprates eyes anything below a 5/5 is a faliure. After I hit send on this email the Genesis system will automaticly send a rescore request and if you could it would greatly help Mick and his genesis score.
Thank you for you time, and if I missed anything please dont hesistate to call!
Jonathan Horn
General Sales Manager
Genesis of Golden
303-407-0734
jon@genesisofgolden.com
