Genesis of Southfield

Cameron helped us test drive the different Genesis brands yesterday. He was very patient, friendly, and gave great advise. He did not push in any direction, offered factual information and was attentive to my needs. He has actually helped me decide in favor of buying a Genesis. One star less for the overall environment in the dealership, but my experience with Cameron was outstanding.

Took my GV70 for my first annual maintenance over there, and was completely taken care off both for the service and the SW recall update in less than 90 minutes. A shout out to my Service advisor (Bryan Butzin) for being courteous and very helpful. Thanks!

I dropped my car off around Halloween, not realizing the dealership was apparently still in costume—because the level of service I received was a joke. I paid $200 for a diagnostic that returned nothing more helpful than “it could be your tires, brake pads, rotors, or wheel hub bearings”—basically a list any average mechanic could have given me for free. I later had all those items replaced by my trusted mechanic, and the original vibration issue was still there. Turns out the actual problem was the wheel hub bearings. Since the dealership told me they’d confirm whether the part was under warranty, I waited for their answer. They promised five days; it took two and a half weeks, and only after I called them eight separate times to chase updates. As someone who has worked in a dealership myself, this lack of communication is unacceptable and completely avoidable. To top it off, when I arrived to pick up my vehicle, I waited ten minutes before the service advisor realized he never even told the porter to bring my car around—only for it to come out of the wash poorly dried. Between the inflated prices, useless diagnostic, awful communication, and overall disorganization, I would not have purchased my vehicle from them had I known service would be this bad. I strongly recommend going elsewhere.

My girlfriend and I called and emailed ahead to come test-drive a GV70. This was all handled by the "online" specialist Wendy, who was never consulted on what we wanted by the rookie salesman (Dustin) who told us he would be the one helping us. Dustin was working on one of his very first sales with us. (I verified this with a manager on a follow-up call later on.) We spoon fed Dustin with exactly what we wanted. We had done plenty of research in advance on all fronts (pricing, etc.). After fumbling around, Dustin finally went to get us a car to drive. We didn't get into the car until we'd been there close to 45 minutes. On the test drive, he was fairly uneducated on what features were standard on the GV70. Didn't know what was standard and what was optional. Upon arriving back at the dealership, we honed in further on which precise model/trim we wanted and if they had something in stock that would work. Turns out, they did. Dustin shuttled back and forth to his manager Jermaine and came back and clumsily asked us if we "could commit to this price, then his manager could work with us on it." He asked us to sign a handwritten monthly lease amount on the "pricing matrix" sheet you get with Genesis that shows you different prices for different annual mileage and down payments. We were told this was "normal" to show "we were serious." I have bought and sold a lot of cars, many that are truly premium brands (BMW, Lexus, Volvo, etc.). I have never had a dealer/salesman ask me to do such a thing. At this point in the process (2+ hours already), I sensed things were off. I stepped out and called the other Genesis dealer I had been communicating with. I had precise pricing within minutes. Unfortunately, it was the next trim level (up) and too expensive, otherwise we would have been out the door at Glassman in 2 seconds. We finally got a "visit" from Jermaine to see if he could seal what was still a bad deal (financially) for us. I quickly informed them that we'd step out for a few minutes to discuss things privately, but not before we received what amounted to the standard sales push from Jermaine. We reluctantly returned to the dealership a few minutes later. They decided to come down on price only after being confronted with competing dealer information, but not before requesting to actually take my phone from my hand (!!) to view emails and figures I had received from the competition. After finally agreeing to a price, we were told that we'd quickly move on to Quenton, who handled the Lease Agreement and financing. But...not before Dustin shuffled endlessly through paper after paper and asked us to repeat basic intake information over and over as he handwrote things on the papers. Nobody does things this way anymore. It's all computerized, quick and efficient. 4 hours after arriving at the dealership, we told them that we had a hard stop and needed to leave in 15 minutes if not in front of Quenton by that time. Didn't happen. To salvage the deal, they told us we could sign the next day, from two different locations, as I was leaving the state the next morning. The next day, we were told we had to sign "at the same time", despite my having already flown out of state. Within about 2 hours, I had called another local dealership a little further away and secured the exact model/trim level/color that we wanted, AT A PRICE THAT WAS NEARLY $50 LESS PER MONTH than what Glassman's "best" effort was. We walked away from Glassman. We heard more from them, none of it helpful (mostly just excuses and more salesman talk). We were forced to come back to the dealership a week later, in person, to get our $3k security deposit refunded. When asked why we were seeking this, not a single follow-up question was asked on my simple statement of "we had a very bad experience." Nothing. Now, the non-factual part: Do.Not.Go.Here.To.Get.A.Car. If you believe Genesis is a premium brand (we do), go to one of the dealership locations that actually act as such.

Bought my GV70 here, great buying experience and love my vehicle. Service department seems well organized used and the staff provide good service.