The service I received from Isiah in the Service Department was outstanding. He answered all my questions and understood what I needed and wanted. I will take all of my cars to him every time

My 22-year-old daughter went to purchase her first car from Norm Reeves Genesis of Irvine intending to pay the full purchase price in cash. During the signing process we spent over two hours in the finance office removing multiple add-ons that were initially said to be “unable to be removed.” Only after repeatedly refusing were those items finally taken off the contract. We were also told she was receiving the Genesis valet maintenance program, yet the contract only lists “maintenance” with no description of the service. We have text messages confirming how the program was represented, and a witness was present during signing. The dealership later acknowledged cancelling the maintenance package, but months later the refund still has not been issued, despite 25+ attempts to resolve the issue and escalation through Genesis corporate customer service. Because the matter remains unresolved, we have now filed complaints with the California DMV, the Attorney General, the FTC, and the Better Business Bureau. We are sharing this experience so other buyers—especially younger first-time buyers—carefully review every contract and add-on before signing.

My experience with this dealership has been nothing short of frustrating. From the lack of transparency about the car's condition to the mishandling of the Title paperwork, they have failed at every step. Despite repeatedly requesting clear HD photos of the vehicle, they sent low-quality images that didn’t reveal key issues. Upon delivery, I discovered paint chips, a misaligned bumper with a visible gap, and a chipped windshield — none of which were disclosed. The dealership, particularly Julian and Kyle, repeatedly failed to provide clear information about the Title. They claimed the Title would be shipped alongside the car with a tracking number, but it never arrived. After several follow-ups, I learned that the bank received an electronic copy instead of the promised hard copy, revealing just how disorganized this dealership is. To add to the disappointment, the car shipping company — which charged $1,200 just to transport the vehicle — managed to capture clear HD photos better than a dealership trying to sell a high-value car. That’s simply unacceptable and speaks volumes about their lack of professionalism. To make matters worse, their solution for the paint issues was to offer me a $30 touch-up paint bottle — an insult considering the undisclosed damage. Rather than taking responsibility, they tried to justify it by saying “used cars come with imperfections,” while subtly reminding me that California laws prevent car returns after purchase. This dealership’s shady practices and lack of accountability make it clear they prioritize sales over customer satisfaction. I strongly advise others to take their business elsewhere — I certainly will be filing a complaint with the BBB.

I had the pleasure of working with Shawn Holmes at Genesis Irvine , and I can confidently say he went above and beyond to help me. He truly poured his heart into everything he did, showing not just exceptional professionalism but also genuine care and dedication. It’s rare to find someone who combines skill and kindness so effortlessly. I’m incredibly grateful for his support

I have taken my car in 5 times for the same two problems without resolution on my Genesis G90. I’m having an issue with a tire pressure warning light and an issue while filling the gas tank, the handle consistently clicks off and stops. I have given Irvine Genesis video of both issues and they have still not been able to repair the problem. I’ve received the comments of “ we’re working on it” but no repair has been done. You would think they would focus on this issue with their top of the line car.

I have owned six different vehicles, all from different brands, so I have spent a lot of time at all kinds of service centers. Genesis of Irvine has been the best service experience I have ever had. I will never go anywhere else. They are under new ownership (Norm Reeves) as of a month ago, and the service advisors here are absolutely incredible. I cannot say enough good things about Jose, Serdar, and Derrick, who have truly gone above and beyond for me during my visits for oil changes and maintenance. The level of care they provide is absolutely unmatched. They always met deadlines, were in constant communication, were very patient and really listened to me, and only recommended what was needed for my car. Never tried to upsell unnecessary items. When you drop your car off, they send you a text with a link for a portal to view the current status of your car, see invoices and estimates, and update the portal with technician's comments. Very cool. I feel they truly care about keeping me on the road and my car in top condition. This is the service you expect from a luxury brand like Genesis, and they truly deliver. If you are local, trust me, don’t go anywhere else.