Genesis of North Aurora — Local services in Aurora Township

I just wanted to share my Genesis experience.

I loved this vehicle for 11 months. Then the trouble started.

After owning several Mercedes and a couple of BMWs I wanted to buy a full size luxury sedan. Besides price what really attracted me was the concierge service they offered. I live 50 minutes from the nearest dealership and confirmed with everyone at the dealership I was covered for this ( 3 years or 36k miles).

My first two PMs I had to call 3 times and had to talk to 3 different people all who told me I was not covered. After finally getting an appointment they did not show up. They missed the second appointment and finally showed for the third. Believe it or not this also happened on the second PM appointment. It took 3 more appointments. Each time it took 3 45 minute phone calls to reschedule another. I probably had 10 hours on the phone arranging PMs.

A month after my second PM the vehicle shut down while I was pulling of the interstate. It had been shaking after decelerating from higher speeds for several weeks. It had to be towed back to the dealer. It took them a week to even look at my car. The service manager told me "they were busy". First they blamed my gas and wanted to charge me 600$ to remove the gas. Then two weeks to get parts. Then two more weeks to get more parts. Fuel injectors and sensors were replaced. The car has never run the same since.

For the last 6 months it still shakes when decelerating and service can not find the cause or reproduce the issue. Apple car play shuts down after 20 minutes, dashboard settings and units change with out touching it, the screen goes blank. I can not get anything done about it.

In June a crack formed in the center of the windshield. Safelight looked at it and said it was defective. There was no sign of impact. The windshield could not be found. My customer service rep found an OEM one for me and arrange the dealer to replace. She said it would be paid for by Genesis. After it was changed and I assume the old windshield destroyed they gave me the bill for 2900$. 3 months later the windshield cracked again. In 40 years of driving I have never had a cracked windshield.

There probably a few other things I am forgetting.

Genesis customer service for a vehicle that costs 100k is awful and opening a case on their customer support line is useless. They have no way of communicating except through the Genesis portal. I have asked to talk to a supervisor at least a dozen...

Buyers beware!!!!!! Purchased new 2025 G80 Prestige 2.5t cavendish red they did not have is stock at the time. Was dealing with CJ he told he would see he could fine one. Most dealers would try to talk you into different color by CJ found it and had on his lot in 2 days.We made the deal and I assumed we were done car was delivered and it had a 90 day temp plate. I had not received my plate after 45 days so I called in and was told they get up to 90 days to send to me. Nick was my sales person he was great very efficient and always called or texted me back. Now the bad part I was called today by someone I didn’t really listened to what said name was but he was arrogant, disrespectful I told him I showed that I paid $503 for registration fees. He told that a 3rd party vendor handles there dmv fees and registration for them.he said they let him know today that they needed an additional $446 to complete my registration. I said so someone in the finance dept made a mistake and calculated wrong and now he expects me too pay the additional amount. This comes 10 week after I’ve had the car? I’m upset because there is only 2 weeks left before it expires. C Good customer service to means.Any calculations after 10 weeks of ownership the dealership should have taken care of it. This a dealership thing once the deal is done the customer service end.

UPDATE! As of 8/25/2025 my temporary 90 day registration has expired and I DO NOT have my new license plates. As I stated above on the 80th day they didn’t call me to tell me that my registration would be late. This dealer had the nerve to ask for an additional $446.00 for my registration that would expire in the next 10 days. Now we are forced to not drive our car until the plate comes which they can’t tell us when that will be because they use a very bad 3rd party registration company.As you can see the owner responded to my survey saying he/she would look into it.As of the wring of this update I have not heard from anyone at Genesis of North Aurora. Be careful and ask questions and what they tell you get in writing this dealership back office or whoever handles registration seems to be very...

One Dealership is not like the other is an understatement. I purchased and had my 2022 Genesis GV70 3.5L serviced at a different dealership, NOT Genesis of North Aurora. I will just say that Genesis of North Aurora's service levels, on a scale from 1 to 10, is an 11. The previous dealership, I would give them a 1 out of 10. After giving up on that previous dealership, I now drive 30 minutes in the opposite direction of work to have my car serviced at the Genesis of North Aurora location. WHAT A DIFFERENCE. Ken Garrett, the Genesis Service Manager, is something special. He is calm, reserved, and to the point. He, and his tech crew, found and fixed an issue with my GV70 that has plagued me for more than 1 year. Ken's customer service and follow up was nothing short of spectacular. I cannot thank him enough for how well he did his job. Constant dialogue (texts & calls) as well as the best customer service that I have ever received by a any service department in any dealership that I have ever been involved with. He chased me. I didn't have to call or reach out to him once. Ken, and his team, should be rewarded for how well they take care of their customers... Again, I cannot thank him enough. After I picked my vehicle up, Ken texted me the next day asking me how I was doing as well as how the car was performing. Crazy good service levels... The Genesis brand is really trying to separate themselves from the pack. This dealership is surely embracing the Genesis mission and culture. With the issues that I was having, I almost traded my car in and was about to write off the Genesis brand forever, based on that previous dealerships service levels. My next car, down the road, will be another Genesis... and I will only be working with Ken and his service department. Ken is a true Customer Service Rock Star. Others should...