Genesis of Carmel

Buying a 2022 Mercedes-Benz C-Class at Napleton Genesis of Carmel was the worst dealership experience I’ve ever had. The salesman rarely replied to texts in a timely manner, and in some cases didn’t respond at all. From the beginning, the team was pushy and overbearing with the usual “What can we do to get you to take it home today?” pressure. When they finally presented numbers, they had added thousands of dollars in inflated “upgrades” like ceramic coating, a tire warranty, and window tint (even though the car was already tinted). We also got conflicting stories from multiple employees — one said we could leave a small refundable deposit to hold the car, another said they don’t allow that. It was chaotic and unprofessional from start to finish. During negotiations, the dealership even raised the online price from $32,894 to $33,488 — verified by Carfax price history, which I saved. It was obvious they realized they’d priced the car too low and hoped we’d walk away once we caught on. The finance manager was relentless about selling unwanted add-ons like an extended warranty, even after several firm “no’s.” He actually said that if we went through our own credit union for financing, he “wouldn’t sell us the car because he wouldn’t make any money on the backend.” When he couldn’t sell us anything extra, he became rude, dismissive, and openly condescending. I also emailed and left a voicemail for the General Manager about the experience and received no response whatsoever. That silence says everything about the culture here. Bottom line: we did complete the purchase, but it was easily the most unprofessional, manipulative, and unpleasant transaction I’ve ever experienced at any dealership. If you value honesty, transparency, and respect, take your business elsewhere. (I’ve saved screenshots of the original CarGurus listing and Carfax price history showing the price increase during negotiations.)

This is a follow up to my earlier review relating my terrible experience with this dealership. The Maintenance Manager promised to take "great care of my vehicle" and then totaled it on 465 by rearending another car. Thereafter it was a nightmare trying to get compensated for the dealership's negligence. Ultimately, I ended up losing sleep and thousands on the car. NOW, they continue to call me and send me ads to try to get me to have maintenance and recall work done in their service department. They totaled the car. I don't have it. Good Riddance. Yet despite requests to stop, the dealership continues to ask for my business. The number of recalls on the Genesis alone makes me glad I don't have the car anymore. Obviously, you don't want the dealership to get your information, or you will never get away from them. Do not buy or shop for a car here.

No title after 2+ months. Formally requested title several weeks ago, and still nothing. Tried to return car in person for a refund and only received excuses and promises. Had to file a complaint with the Secretary of State (SOS). The dealership did a complete 180 once they were contacted by the SOS. About a week after dropping the car off to them, i received a check for my down payment, and the loan was paid off. I am still short a few hundred dollars as they have not reimbursed me for the loan payment i had to make. I have contacted them several times, and each time I get told either they're working on it or that it's in the mail. I can not recommend this dealership. Overall, a very bad experience with multiple opportunities for them to make things right, but they chose not to and are now intentionally holding money back.