3400 S Cushman St, Fairbanks, AK | Directions 9970164.814458 -147.710995
Mon-Fri 8am-7pm, Sat 10am-6pm, Sun Closed
I have had a HORRIBLE experience at Gene s. I have the original warranty on my vehicle and the radiator light came on this past Saturday. I will be moving back to Bama in 2 wks, so I took the vehicle to Gene s Monday at 8am to get on the ball. I was told when I dropped the truck off that they would try to squeeze the vehicle in if I could leave the vehicle with them all day; however, I was still asked to schedule for the 1st available appt this upcoming Thursday just in case it couldn t be squeezed in. I DID explain to them at this time that I would be moving and that didn t have time to waste. I was NOT offered a rental car. I called all week inquiring about my vehicle and each time, Jade (one of the clerks in the service dept), just offered to give me my keys back. By 2pm on Thursday, I still had not heard anything so I called them. I spoke with Mariah who told me that my vehicle was in the bay and that she would call me back with an answer by the end of the day. By 4pm, I still had not gotten a response so I called back and Mariah told me that they had to do 1 more test and that they would get back to me on Friday morning. Today, Mariah calls me and tells me I need a part replaced but now I only have a week before I leave AK and I have get it expedited here. Get this... Instead of having me pay the extra cost of the shipping for rushing the part, they re telling me that I have to pay 20% of the total cost of the product and that because of the product s weight, they re adding an extra $15 (even though I have the full manufacturer’s warranty). I was told that I could drive the truck as long as I didn’t leave it idle and that I could come pick the truck up. When I got there, Jade had my truck outside waiting and then she told me that I had to prepay what they quoted me. I explained to her that I don’t want to pay for the part until it was put on my vehicle. They’ve taken over a week just to look at it and because the part won’t be here until Tuesday (at the earliest), I didn’t want to prepay for something that I’m not sure they’ll be able to do before next Friday. When I explained this to Jade, she told me that I could not leave with the vehicle (even though they had not yet done any work and I hadn’t even signed anything for the part to be shipped to them). I asked for a manager and instead, Jade offered me a rental car. A tech then came told me that I risk blowing my engine if I drove the truck – contradictory to what I was just told 10 minutes earlier. I spoke with the service mgr, Terry, who basically told me that there was nothing he could do. After getting no where with the service dept, I asked to speak with the owner but, conveniently, he is out of town. I got directions from them to Budget rental car and they sent me to the wrong location. When I finally got to Budget, I was told that b/c I was under 25, there was a $15/day fee for the rental. I called Gene’s back and Jade had no compassion. She told me that she knew that Terry would not cover the fee but said she would ask him anyway. While I’m waiting for a response, I pull back into the lot at Gene’s and I see the mgr, Terry, leaving. I then asked if I could just get the paperwork on my truck, but per Jade, they don’t have any paperwork and won’t until the part is put on. I told her that anytime a diagnostic check is done, the dealer always gives the customer some kind of paper stating the problem, solution, and cost but she still denied me this. So now it’s Friday evening and they still have my truck, I don’t have a rental or even the paperwork to go by. I have called corporate and should be hearing back from them Monday. I am also going to file a complaint with BBB. After dealing with their attitudes and lies, I don’t want them working on my car and, hopefully, I will be able to get everything situated so that I can have it fixed when I get back in the lower 48. Good luck to anyone who has to deal with them in the future!!
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