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Norm Reeves Genesis of Irving

Irving, TX

Overview
Employees
Reviews
Vehicles
3.9
53 Reviews
Norm Reeves Genesis Irving has proudly and confidently met the needs of many drivers across Irving, Dallas, and Grand Prairie, TX, for several decades. That's still the case today, as we aim to put you behind the wheel of a thrilling Genesis, offer financial guidance, and expert maintenance and repairs.
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1830 E Airport Fwy

Irving, TX

75062

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Showing 53 reviews

May 16, 2025

Great service. Informative. Professional! Sully was completely transparent and friendly. Glad to have my vehicle serviced there. More

by brittinirob
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Sully
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May 16, 2025

The service advisor was great. ..and courteous. Carr was clean and smelling good when I pick it back up More

by EMAIL2
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Kenneth DEMAREST
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May 16, 2025

Valet service on my EV was fantastic! Had the car picked up, serviced and returned (with a loaner car left for me to use) in just a few hours. More

by NewCudtomer
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Jennifer Stapleton
5.0
This rating includes all reviews, with more weight given to recent reviews.
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May 08, 2025

Lack of communication. Outright lied about our interactions. A few sentences are not enough to go into how bad it was More

by Carterbyron
Recommend Dealer
No
Employees Worked With
Stephen Lake
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May 09, 2025 -

Carterbyron responded

When I dropped off my car I was told that I might get it back the same day but if they had to order a part and it might be a few days. I called back at the end of the day since I had not heard from anyone and at this time I was told that they would not even look at my car for a few days. I asked about a loaner car and I was told that I had declined a loaner which was an outright lie. It was never discussed. I waited a few days and I still had not heard anything from the dealership so I called and I asked if my car would be ready that day and no one could answer my question. This was a Friday. I called back on Saturday because I was supposed to go out of town and no one could tell me if my car would be completed by Saturday. I had to cancel my trip. I called back on Monday again and at this time I was told that a part was ordered and it would be at the dealership on Wednesday.I asked about a loaner car and I was told that I had to have Valet service to get a loaner car. I went and picked up my car Monday because I couldn’t wait any longer before I went out of town to visit my sick mother. I received my car and the dealership did not put my car back together from where they had removed covers to get to the AC area. I was told that I would be contacted when the part came in and that I didn’t have to make an appointment since I had been waiting so long. Wednesday came and went with no update. I finally contacted the parts department myself in Friday and was told that my part was in. I asked when did it arrive and I was told this past Wednesday. I talked to someone in the service department afterwards and they said that I could not get my car repaired for over two weeks. After I explained what was going on the person said that they could get me in two days earlier than I was told when we started the conversation. The person told me that they needed to confirm the appointment and they would call me right back. Of course I didn’t hear from anyone else the rest of the day. I called back in Saturday and I got a different person. This person told me that I didn’t have an appointment scheduled for two weeks in the future. I asked about a loaner car again and was told that I had to wait until when I brought my car in to see if they had a loaner car and that I couldn’t make arrangements before I came in. On Tuesday, Stephen finally informed me that my part was in almost a week after it had arrived. I told him that I would be bringing my car in on Thursday and that I had to have it back by Friday. When I brought my car in on Thursday, luckily Stephen was not there so Kevin assisted me. Kevin provided great service. He provided me with a loaner and texted me that afternoon to let me know my car was fixed. I finally got my car back on Friday. I could have had my car fixed a week earlier if Stephen had just let me know the part had arrived. The only good part of this experience was the time Kevin was my service rep. I owned an Acura before this Genesis and I never had service anywhere near as inadequate as this. It became comical by how bad the service was until Kevin took over. If this is an example of the service here, this place will be out of business soon. Very unprofessional.

May 09, 2025 -

Carterbyron responded

The service was absolutely horrible. Very unprofessional.

May 13, 2025 -

Norm Reeves Genesis of Irving responded

Hello, we're very sorry to hear that your recent experience left you feeling this way. We care about the experience of our customers and would like the chance to speak to you about what happened. Please contact our Service Manager, Kenneth Demarest, at kenneth.demarest@normreeves.com.

May 16, 2025 -

Carterbyron responded

This was an absolutely terrible experience.

May 03, 2025

No loaner car available;waited over one hour after scheduled appointment time before my car was taken back to a service bay; customer waiting area not up to standards for a supposedly high end brand l More

by rsachson
Recommend Dealer
No
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May 05, 2025 -

Norm Reeves Genesis of Irving responded

Hello, we're sorry to hear that your recent service visit did not meet your expectations, and would like the chance to discuss your honest feedback. If you're willing, please contact our Service Manager, Ken Demarest, at Kenneth.demarest@normreeves.com. We appreciate you taking the time to leave your honest feedback and hope to regain your confidence.

May 02, 2025

Kevin is very helpful and super knowledgeable about the vehicle! He will make an amazing sales person.???? More

by demarcowells
Recommend Dealer
Yes
Employees Worked With
Kevin, Genesis Service
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May 05, 2025 -

Norm Reeves Genesis of Irving responded

Kevin’s knowledge is firing on all cylinders! Thank you for recognizing his passion and expertise. We know he will appreciate it. If you ever need another excellent service visit with Kevin, check out our online service scheduler.

May 01, 2025

I waited for my car to get a software update. It took much less time than estimated, so I was very appreciative. The service guy was great and very knowledgeable. Most important….he made me fe More

by SKL
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Daniel Flores
5.0
This rating includes all reviews, with more weight given to recent reviews.
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May 01, 2025 -

Norm Reeves Genesis of Irving responded

It was a pleasure helping you with your electrifying new Genesis GV70! We hope it sparks joy every time you hit the road. Is there anything else you need from us? Don't hesitate to contact us now or in the future.

April 30, 2025

Stephen Lake welcomed me upon entering the office and explained the entire process in detail. He was courteous and professional. Waited for my battery to be replaced and the entire experience was great. More

by jack_woo
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Stephen Lake
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May 01, 2025 -

Norm Reeves Genesis of Irving responded

We’re buzzing that Stephen’s service was fully charged with professionalism! Thank you, Jack, for sharing this praise. It was a pleasure to handle your battery service, and we're amped up to deliver more wonderful experiences!

April 28, 2025

Carlo was absolutely amazing! He was very patient and professional. He made my buying experience so pleasant. I would definitely recommend anyone is wants to buy a car to go see h More

by LATARSHA.THOMPSON
Sales Price Transparency
Trade-in Experience
Purchase Time
Finance Experience
Recommend Dealer
Yes
Employees Worked With
Jay
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Apr 28, 2025 -

Norm Reeves Genesis of Irving responded

Carlo is a shining star! Thanks for highlighting him, Latarsha. We appreciate your 5-star review, and if you know anyone looking to buy a car, Carlo would love to help them find something awesome.

April 28, 2025

I waited over 4 hr for oil change even though I had appointment Too long waiting No concern for customer More

by PAEMIKOUNG
Recommend Dealer
No
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