Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past few months, *** had an extremely frustrating experience with Genesis of Ocala. I originally brought my vehicle in for an AC issue and was told it needed an evaporator replacement. When I got my car back, the metal on the drive selector was bent, and the leather on my steering wheel was scuffed. I had to bring it back for them to fix it. Later, after a spark plug change, I found my engine cover cracked in half. They replaced it, but insinuated it was my fault.Despite several visits, my AC issue still wasn't fixed. Every time I brought my vehicle back, I was told to "bring it in when it happens" not realistic for a full-time student and while working full time. On another visit for spark plugs, an alignment, and another AC check, my steering wheel and airbag cover were again damaged.Throughout all of this, I remained patient and professional, but every appointment felt like a burden to the staff. When I sent photos of the new damage, the service manager, ****, took a week to return my call, only to deny any responsibility. When I asked to speak to the General Manager, ******* I was promised shed call within days but weeks passed with no response. Repeated calls led to constant excuses ("she's sick," "she's in a meeting"), clearly avoiding me. Even when I tried speaking to her in person, she was conveniently ************** this point, its clear they are refusing to address the ongoing damage and poor service. I love my Genesis, but this dealership has severely damaged my view of the brand. Taking your car to a dealership should mean trusting it will be returned in the same or better condition not worse every time.Unless you dont care what condition your vehicle is returned in, I strongly recommend avoiding Genesis of Ocala.

  Business Response

  Date: 06/23/2025

  Thank you for bringing this matter to our attention and
  allowing our dealership to address the concerns. Since the start of the
  year, the customer has visited Jenkins Genesis of Ocala about once a month to
  discuss a recurring air conditioning issue specifically, that the A/C does not
  blow cold when the vehicle is stationary in hot weather. Despite multiple
  inspections, we have not been able to replicate the problem, which hinders our
  ability to proceed with repairs.
  
  Additionally, the customer reported damage to the steering
  wheel following our alignment service, which we completed after previous
  attempts by an outside facility. After reviewing the situation, we can confirm
  that our equipment was not the cause of the damage. The customer also
  previously had an issue with an engine cover, which we addressed as a goodwill
  gesture.
  
  Given his continued concerns and frustration, we sincerely
  believe that we have taken all reasonable and appropriate steps to address the
  matters raised. With his satisfaction remaining unsolved, it may be in his best
  interest to seek service at an alternative dealership that may better align
  with his expectations.