Norm Reeves Genesis of Irving - Service Center

I love that I do not have to wait for car service as soon as I got there they helped me. JACOB as I got there they helped me. JACOB More

Good service. But very hard to get anyone in service on the phone even yo return texts But very hard to get anyone in service on the phone even yo return texts More

I was a little disappointed when I got my car back from being serviced I noticed they did not clean or vacuum inside my G70. I know it’s not required or mandatory to vacuum and clean up my car, but it’s no being serviced I noticed they did not clean or vacuum inside my G70. I know it’s not required or mandatory to vacuum and clean up my car, but it’s not a thing until it is. I did notice. Is it only for newer model under warranty? More

From the sales department to the service department I have had nothing but great service. have had nothing but great service. More

I am writing to express my dissatisfaction with the service I received recently. Upon dropping off my vehicle, I was informed that I would receive an update later that day, which did not occur. Further service I received recently. Upon dropping off my vehicle, I was informed that I would receive an update later that day, which did not occur. Furthermore, I was not initially informed of the 72-hour diagnostic timeframe. Despite my daily attempts to contact the center for two days, I was subsequently informed of the potential 72-hour timeframe, indicating a significant lapse in communication. Additionally, the price breakdown provided during the initial quote differed from the final invoice, creating confusion. Finally, when my vehicle was ready, I was denied the courtesy car service, despite prior instances of this service being provided, necessitating a $40 Lyft ride. Moreover, the promised car wash and detailing were not performed. Consequently, my confidence in Norm Reeves Genesis of Irving has been compromised. The overall experience was unsatisfactory, and I will be seeking alternative repair services. My rating is 2 out of 10, and I do not recommend this service. More

Stephen did a great job assisting me today. he needs a big raise. Thank you he needs a big raise. Thank you More

I received amazing service from Natalie regarding my rental and I was able to talk to her to get updates on the status of my car. She is a huge asset for your business and understands good customer serv rental and I was able to talk to her to get updates on the status of my car. She is a huge asset for your business and understands good customer service. I have worked with Stephen Lake before on other visits, but I felt like he dropped the ball on this one. My car had an evaporator coil fail and the part was ordered but nobody called me to discuss what was wrong or how long it would take. Natalie had to talk to the foreman to find out. It took two and a half weeks to get my car back. I got texts and emails when it was ready but never a phone call. Not what I expect from an advisor. I am so grateful I was able to get a rental or it would have been a terrible experience. When I came to pick up the car at 5, Stephen was gone so I never talked to him. Also I was told the car wash was broken that day, so I got back my car dirtier than when I left it with fingerprints on the door and exterior. More

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