Whatever you do, do not use
their concierge service at all costs. They let a 19-year-old kid drive my brand new
GV60, he destroyed it in an accident rear-ending 2 cars on I-465. Now Napleton
wants me to take a $28, 000 loss on the car they destroyed. To see how the
company is unconcerned with its customers and fairness but absorbed with its own
costs, read on.
In September 2023, my wife and I purchased a new 2023 Genesis GV60
Performance vehicle, mainly for my wife to drive. She loved that vehicle and took
immaculate care of it. We, thereafter, received a Notice of Recall from Genesis for
the vehicle to be repaired at a dealership certified by Genesis. The nearest
dealership that was Genesis certified was Genesis of Carmel. My wife made an
appointment for May 8 to have the work done. She spoke with the service
department the afternoon before to confirm the appointment. We were aware of
the Genesis Concierge’s and Genesis of Carmel’s program to pick up and drop off the
vehicle but, because my wife did not want others driving her car, we drove the 30
miles to Genesis of Carmel on the morning of May 8, 2024. When we arrived, we
were told that both technicians who could work on electric vehicles were out. We
were asked to reschedule and we did for May 15. The service manager asked about
pick up and drop off of the vehicle. My wife said no she did not want that service
because she does not let others drive her car. The service manager continued to
persuade her and eventually did. In doing so, he promised to take “very good care of
it” and told her “They do it all the time.”
The morning of the 15th
after a call from a young man, who was lost, he did
appear and picked up the vehicle. It was worked on at the behest of Genesis and
was apparently completed. At 4:30, rush hour, the same lost, nineteen-year-old
employee of the dealership, was bringing the car back to us, he
slammed into the vehicle in front of him on Interstate 465. He hit
the car in front so hard that it struck the car in front of it.
Immediately after the accident, we were told Genesis of Carmel would make
this right. They would provide us with a new car. They were terribly sorry about
what happened. Within just a few days, things started to change. We were told that
the claim had been sent to their insurance company and we should wait for them to
contact us. Understand, Napleton is SELF-INSURED, they have a claims service that
handles their claims and an insurance carrier that provides them with a policy for
BMV and Department of Insurance purposes, but IT IS Napleton’s money.
Information was very slow from the claim administrator. When asked about
the claim the adjustor told me that he was too busy, had too many claims, had too
many reports, was waiting on others, and so forth.
Finally, late in the afternoon of July 3, I received a total loss offer of $29,000
less than I paid for the car. This offer would mean the car lost 40% of its value in a
few months. I appealed to everyone at Genesis of Carmel and the Napleton Auto
Group to make this right. I was either put off or just ignored. No one at Napleton
will tell me how this is fair. They have now told me the offer with a slight increase is final. They won’t do
what had been promised when the accident occurred.
Don’t let this happen to you. At the least take the pragmatic approach if a
Genesis goes down 40% in value in a few months, don’t buy a Genesis. If a
dealership doesn’t take care of its customers don’t buy from the dealership.
Certainly, do not believe what Napleton tells you or promises.
