Genesis of Cary

I rarely write a review that is a 1. If I could give a 0, I would! I am resorting to a review because my issue is still unresolved and I can no longer get a return call from the Business If I could give a 0, I would! I am resorting to a review because my issue is still unresolved and I can no longer get a return call from the Business Manager and Finance Manager. Reading through prior reviews, there are numerous customers that have experienced the same issue and lack of attention for resolution....So here goes... 4 months ago, I purchased a pre-owed GV-70 EV (5200 miles). After 2 months (and expiration of Temporary Tag) without a title, I contacted the dealer and was referred to the Business Manager. I was issued another 60-day Temporary and promised that I would have Title/Registration before it expired. With 2 days to go, I have NOTHING and no return calls from ANYONE at Genesis of Cary. Called Genesis Concierge Service and the rep somehow got to the Finance Manager, 5/12. I was promised a call by end of day. No call for the past week and at least 5 ignored voicemails. Called Concierge again and they were unable to reach anyone. I have purchased several Hyundai and Kia vehicles over the past 10 years and this is without I doubt the WORST car buying and customer service experience I ever had Just an interesting piece of info…I was told previously that they buy many pre-owned vehicles at auctions and don’t always get the title right away. So here I am 4 months later with no Title, Plates or any solution in sight. BUYER BEWARE!! Fortunately, AI has a lot of useful info for when this happens and what my options are in NC. There are potential violations of numerous aspects of DMV regulations. Next stop for me is to file complaints with DMV and the NC Attorney General. Note: On 5/22 they did provide a Loaner Vehicle but have not provided and timeframe despite numerous unanswered calls and voicemails since. More

I normally don’t post negative experiences publicly, but after my recent experiences with Johnson Genesis of Cary and Genesis customer support overall, I think prospective customers should know what ownersh after my recent experiences with Johnson Genesis of Cary and Genesis customer support overall, I think prospective customers should know what ownership support currently looks like. What is most frustrating about this situation is that this entire process started weeks ago with two very simple questions: 1. How can I avoid a two-month wait for service and actually receive the level of support promised with a luxury vehicle purchase? 2. How exactly am I supposed to position my body, seating position, and eye line so the driver attention system stops issuing excessive warnings during normal driving? That’s it. Two straightforward customer questions. Instead, this has turned into weeks of vague communication, delayed responses, finger-pointing, and a complete lack of ownership. When I needed service for my 2025, I was quoted roughly a two-month wait just to drop the vehicle off. Not to complete repairs — simply to get it into the service process. Concierge availability was pushed even farther out. Ultimately, I had to seek assistance from another Genesis location in New Bern (2 hours away) because the local scheduling situation was that backed up. The issue I’ve been dealing with involves the driver attention/monitoring system being overly sensitive during normal driving. I’ve spent considerable time adjusting seating position, steering wheel placement, and settings trying to resolve it. Technology issues can happen with any manufacturer. What matters is how the customer is treated afterward. Unfortunately, the same communication problems now seem to exist both at the dealership level and with Genesis corporate customer service. Genesis Concierge Customer Service told me they would call me back on Tuesday, May 19. That call never came. At this point, both Genesis national customer support and the dealership appear to be operating with the same lack of responsiveness and accountability. What has disappointed me most has been the overall response. Communication has felt vague and ambiguous, with very little sense of ownership or urgency from management. I never received a direct call from the GM or senior leadership to discuss the concerns. What I did receive was a call from a salesperson asking if I wanted to trade out of the vehicle. Whether intentional or not, the message I took away was: “Let’s move the customer into something else” instead of addressing the underlying support issue. What makes this especially disappointing for me personally is that I previously worked for Johnson Lexus years ago. The Johnson organization at that time was known for premium customer care and accountability. We were trained that when problems arose, you leaned into the customer experience — not away from it. It has been about 15 years since I worked there, and based on my recent experience, the difference is striking. What was once a top-tier dealership organization now feels far removed from the standards I remember. Frankly, the experience has been disappointing enough that I would be embarrassed to represent this level of customer care today. To be fair, the GV80 itself does many things well. It’s attractive, comfortable, quiet, and drives nicely. But luxury ownership is more than leather seats and styling — it’s responsiveness, support, convenience, and accountability when problems arise. Right now, my experience with local Genesis service support and Genesis corporate customer care has fallen well short of the premium image the brand promotes. More