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
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by carlheady
Verified Customer
Verified Customer
Service Price Transparency
Aug 22, 2025 -
Norm Reeves Genesis of Irving responded
Hi, thanks for shouting out our service team. We apologize for the difficulties you had getting in touch with us, and we are here if there's anything you'd like to talk about. Thanks for sharing your honest feedback with us.
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?
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by ricgh10
Verified Customer
Verified Customer
Service Price Transparency
Aug 19, 2025 -
Norm Reeves Genesis of Irving responded
Hi there, we're sorry to hear of your disappointment. We get it: it's always nice to have your car returned to you fresh and vacuumed, and we apologize. We appreciate you letting us know, as we're always looking for room for improvement. If there's anything else we can do to earn your five stars next time, please get in touch with our Service Manager, Kenneth Demarest, at Kenneth.demarest@normreeves.com.
From the sales department to the service department I
have had nothing but great service.
have had nothing but great service.
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by Trackwerks
Verified Customer
Verified Customer
Service Price Transparency
Aug 15, 2025 -
Norm Reeves Genesis of Irving responded
Thanks so much! Our sales and service teams will do a little happy dance when we share your note. If there’s ever anything else we can do to improve, tell us, and we’ll jump on it.
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.
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by Leona Williams
Verified Customer
Verified Customer
Other Employees Tagged:
Ken Demearest
Aug 18, 2025 -
Norm Reeves Genesis of Irving responded
We’re very sorry to hear about your experience, and we appreciate you taking the time to share your feedback. What you described does not reflect the level of communication and service we strive to provide. We would like the opportunity to make it right. Please reach out to Ken Demarest, our Service Manager, at kenneth.demarest@normreeves.com, so we can learn more and work toward a resolution.
Stephen did a great job assisting me today.
he needs a big raise. Thank you
he needs a big raise. Thank you
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by jgarrett24.JG
Verified Customer
Verified Customer
Service Price Transparency
Aug 14, 2025 -
Norm Reeves Genesis of Irving responded
Stephen will appreciate the shout-out! He is truly a valued team member, and we're thankful to hear from you. Stephen will be here whenever you need him next.
The processes to select, test drive, and lease car were
smooth and efficient. However, the delivery process was extremely long.
smooth and efficient. However, the delivery process was extremely long.
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by glo4640
Verified Customer
Verified Customer
Aug 06, 2025 -
Norm Reeves Genesis of Irving responded
Hi! Thank you for your kind words about how smooth the leasing process was. We apologize for the delay in delivery and truly appreciate your patience. Feel free to contact us anytime if you'd like to discuss ways we can improve for next time. We're here to make your next visit just as seamless and quick as the first steps and hope to earn your fifth star. Thank you!
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.
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by bekeleetx
Verified Customer
Verified Customer
Service Price Transparency
Aug 05, 2025 -
Norm Reeves Genesis of Irving responded
Thank you for sharing your experience. We’re truly glad to hear how helpful Natalie was throughout the process, but we understand how frustrating it must have been not to receive clear updates during your repair. We are here if you'd like to discuss this issue further and see how we can regain your confidence. If you're willing, please email Kenneth Demarest at Kenneth.demarest@normreeves.com.
Service personal was Gr8 kept me up date on my car and
also wash my car
also wash my car
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by marmstrong589
Verified Customer
Verified Customer
Service Price Transparency
Jul 14, 2025 -
Norm Reeves Genesis of Irving responded
We’re glad our service crew kept you in the loop and gave your car that fresh‑off‑the-lot shine! Thanks for trusting us with your ride, and we look forward to keeping it running and looking its best.
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.
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by lbhooper2
Verified Customer
Verified Customer
Service Price Transparency
Other Employees Tagged:
Stephan
Jul 03, 2025 -
Norm Reeves Genesis of Irving responded
Always amazing to hear from someone who had a great experience! Your satisfaction is like the gas in our engines, fueling us to deliver the best every day. Thanks so much! The next time you want to see Stephan, you're welcome to request an appointment online or by phone.
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.
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by RGOVAN
Verified Customer
Verified Customer
Service Price Transparency
Jun 30, 2025 -
Norm Reeves Genesis of Irving responded
So glad you felt at home with us! We apologize that the wait ran a bit longer than you expected. Thanks for sticking with us, and we look forward to making your next visit even more seamless! Your satisfaction means everything.
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