Norm Reeves Genesis of Irving - Service Center

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.

Carterbyron responded

The service was absolutely horrible. Very unprofessional.