Our experience with Genesis of Norman was easily the - THEGRBAS
Our experience with Genesis of Norman was easily the worst new car dealership experience I've ever had. Frankly, I'm shocked Genesis has not pulled their dealer license.
In July '26, my wife and I visited the dealership to check out a few '26 GV70s we saw listed online. The salesman didn't know the difference between the '25 and '26 models (a major facelift/refresh), he didn't know the differences between the trims, and he didn't know where the specific cars they had listed online were located on the lot. It took him about 40 minutes to find one of the advertised cars we were interested in purchasing. The test drive went well, and we pretty much decided we wanted the Sport Prestige trim, but in a different color. They had one in the color and spec we wanted (as advertised on their website), but the salesman could not find the keys to it. After waiting on the lot for an additional 45 minutes, he told us they couldn't find the key - apparently one of the employees left the lot with it in his pocket and left for the day.
Additionally, while I was looking over the CPO '26 GV70 we were interested in purchasing, I noticed a quarter-sized rock chip directly in the center of the driver side windshield. Per the Genesis CPO checklist, the car had been thoroughly inspected for any type of damage or defect (including all glass surfaces). I was shocked that the dealer would have a $62K car certified as a CPO with such an obvious defect. The salesman assured us it would be replaced before purchase - which it was, after waiting about 10 days for a replacement windshield.
After the windshield had been replaced, the salesman delivered the car to our home in Yukon and picked up our trade-in, an '18 Mercedes GLC 300.
My wife drove the car for the next couple months without any issues. After 3 months or so, she noticed the Heads-Up Display (HUD) vibrating/shuttering periodically. When it got progressively worse, she called the dealership to have it repaired. The female service manager she talked to was incredibly rude and unprofessional - telling her that she needed to send in a video of the HUD malfunctioning before they would accept it for service because "we can't just start replacing parts" without verifying the problem. While on the phone with my wife, the manager was having a loud side conversation with a co-worker, laughing and being very disrespectful of a customer they were supposed to be assisting. If their service department manager was this flippant and unprofessional, I can't image the employees they may have working on people's cars in the service bays!
I had a bad feeling and wanted to take the car to the other local Genesis dealership for the repair, but my wife decided to give Norman a chance to redeem themselves. A technician picked up the car on Thursday for the repair. We did not hear anything from the dealership until my wife called them the following Tuesday. They claimed they could not duplicate the HUD shudder, so they brought the car back to my home (after having it 5 days) without fixing anything. The next day, as my wife was driving to work in the pouring rain, the passenger side windshield wiper would not work.
We decided to take the car to the other Genesis dealership to have the HUD repaired and the wiper fixed - there was no way I was comfortable having my car serviced at a dealership that was this sloppy, incompetent, and unprofessional.
The service folks at the other dealership discovered that the "mechanics" at the Norman dealership had disconnected the right windshield wiper, but did not reinstall it correctly. They also left the protective cap for the wiper motor laying in the engine compartment.
We're never going back to Genesis of Norman!
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