Norm Reeves Genesis of Irving - Service Center

I have now taken my car in for service twice to this dealership and the issues I’ve had with my Genesis were never resolved even though I was charged several thousand dollars. My attempts to contact th dealership and the issues I’ve had with my Genesis were never resolved even though I was charged several thousand dollars. My attempts to contact them for resolution have not been returned. More

This for Sales and Service. For the record, I have never written a review like this for any company. It was THAT BAD. Also, I have texts and phone records to back all of this up For the record, I have never written a review like this for any company. It was THAT BAD. Also, I have texts and phone records to back all of this up. Red flag should have been sales - I was just too excited about the car to go somewhere else like my spidey sense told me I should. Nice rep but didn't know much. Sales manager promised me 2.99 APR. Got to finance to discover after my credit was pulled and when I was ready to sign that that rate was only for the 2025 models and I didn't qualify since I was buying a 2026. I already had financing through my credit union, but, apparently, the dealership doesn't work with my credit union so I have to get a check from them and come back. The paper tags - bought my car on 4/28 and the credit union wants their paperwork. I call the dealership on 6/10 and was told the state is slow and it's their fault. I call again on 6/20 and talked to someone who transferred me to a full voicemail box. Left 3 more voicemails with no response. I finally got the plates and can see the paperwork was filed on 6/23, the Monday after I called the second time (6/20). What would have happened if I hadn't called? The truly horrible part was service. My AC was broken when I got the car. I took the car in to be fixed on a Saturday. I hear nothing and text the following Saturday. I get a response on Wednesday that they found the problem but the part is backordered. Another week - crickets. So I text the next Wednesday - part is there. I text Saturday - the part didn't fit. I'm told I'm top priority lol. Please note that I can see on the app when my car is unlocked/locked, so I know it sits there for days at a time. Tuesday the service advisor contacts me for once and says they ordered the new part. At this point I start getting proactive contacts from the advisor (3 weeks into this odyssey). At least the new part is in and the issue is fixed. On Monday, he tells me that they broke something on the upper portion of the console and that new part is on backorder but they're going to take one off a new car. On Thursday morning at 7:42am, I'm told it will be ready that day. Of course, I hear nothing and call around 3. I'm told it's being detailed and they'll call back. I finish working and, of course, hear nothing back, so I head down there thinking it can't take hours to detail a car. I show up to find out that it's not ready and am told to wait in the lounge (which is nasty) for 30-45 minutes. After 30 minutes, Zubair tells me they scratched a metal piece on the console when they were putting it back on (ridiculous story for why that had to happen in the first place). He says "I can't imagine how I'd be if it were my wife". What? I'm someone's wife but I fail to see how my marital status affects customer service. I work in customer service and know that being ugly may get faster service but I don't want to be that person. I was polite and patient through all of this. Should I have acted differently to get the service I deserved? So after 4 WEEKS AND 5 DAYS with sporadic to non-existent communication, I get my car back. I LOVE LOVE LOVE my car, but I wish I could take my money back and give it to Genesis of Denton, where I'll be going from now on. More

Nino at the Collision Center took care of all my requests, went above and beyond to handle extra dealings with insurance and facilitated maintenance requests, went above and beyond to handle extra dealings with insurance and facilitated maintenance More

Customer waiting area is below standard. Needs refurbishing. Where’s the accessories store❓or where’s the hats, shirts etc. On my service date the shelves were bare. The men’s restroom was d Needs refurbishing. Where’s the accessories store❓or where’s the hats, shirts etc. On my service date the shelves were bare. The men’s restroom was dirty and had the odor of urine. The (1) plant in the waiting area was dead and the seats are too low & uncomfortable. More

Service personal was Gr8 kept me up date on my car and also wash my car also wash my car More

Excellent Service, Stephan is an excellent service advisor.Everyone was kind & spoke. Friendly, neat, & polite. I like going to Norm Reeves of Irvi g. advisor.Everyone was kind & spoke. Friendly, neat, & polite. I like going to Norm Reeves of Irvi g. More

Always professional quick and helpful Great guy professional..polite ..gets me in and out Glad to have a service advisor that knows his job and does it top tier ?? professional..polite ..gets me in and out Glad to have a service advisor that knows his job and does it top tier ?? More

It was warm and inviting . The wait was longer than expected but I was satisfied. The wait was longer than expected but I was satisfied. More

Not close to the service I experienced at Freeman. the department needs a complete overhaul the department needs a complete overhaul More

Issue with alignment was never fixed after several visits. Was told to get another opinion. Car is still under bumper to bumper warranty visits. Was told to get another opinion. Car is still under bumper to bumper warranty More