Norm Reeves Genesis of Irving

I am a loyal and repeat Genesis owner going back to 2015 and on 11/10/25, I purchased my fourth Genesis. My experience at Norm Reeves Genesis of Irving is by far the worst customer service I have ever expe and on 11/10/25, I purchased my fourth Genesis. My experience at Norm Reeves Genesis of Irving is by far the worst customer service I have ever experienced. Prior to Norm Reeves Genesis of Irving acquiring Freeman Hyundai and Genesis of Irving, I purchased my very first 2021 Genesis GV80 AWD Prestige and had no issues or concerns and had a top-notch experience with the sales department along with the service department when having my Genesis serviced on a regular basis. One should expect and receive a luxurious experience whenever purchasing a luxury vehicle with a high dollar price tag. To get a better perspective of my criticism, let me tell the story. I was casually looking online at various Genesis dealerships and found the 2025 Genesis GV80 Coupe that I purchased marked down in price by Norm Reeves along with some manufacturer rebates. On 11/10/25, I had an appointment with sales associate Malik Pogue. I test drove the vehicle and was seriously interested in purchasing. While Malik was nice and had a good demeanor, he lacked the skills, training and communication. It appeared Malik had no authority to make any decisions and was constantly going back and forth to another closed office to discuss with a business sales manager. After an hour or so of hassling going back and forth, the business manager Rory Kurtz comes over to show and discuss the sales transaction numbers. The numbers were not adding up, and this is where I discovered accessories add-ons were included of around $5500, so I questioned. Rory explained that all the new vehicles had window tint, ceramic, anti-theft protection. I stated there was no add-on accessories sticker on the vehicle other than the MSRP window sticker and nothing advertised on the website indicating the add-on accessories. I feel this is a shady and deceptive sales practice along with false advertising. I can understand if the add-on accessories sticker was clearly present on the vehicle or on the advertisement on the dealership website; however, that was not the case. After contemplating ending the transaction and walking out of the dealership, Rory ended up taking some off for the add-on accessories but said the vehicle had the window tint already installed and that he couldn't take the $995 off. Rory further apologized and said the dealership just got the vehicle in and it was parked in the back and wasn't sale ready or else the add-on accessories sticker would have been on the vehicle. This really bothered me and did not settle well with me as I've never had this deceptive practice happen to me in all my years of purchasing new vehicles. Also, as part of the new vehicle purchase, I paid to have the dealership powder coat the alloy wheels on my new Genesis black as well as ceramic the vehicle. Fast forwarding a week after I've had the new vehicle in my possession, I was trying to coordinate a time with Malik to determine what day would work for me to bring my vehicle in to drop and to get a rental vehicle. However, Malik went silent and my frustration kept building with the lack of communication I was receiving. So, I reached out to Rory. He was very prompt and nudged Malik to reach out to me, in which he did, and I was able to get a date scheduled to drop my vehicle off and get a rental vehicle. The day I dropped my vehicle off at the dealership, Malik drove me over to get a rental vehicle from the service department, which turned into another catastrophe and poor customer service experience. After Malik told the service advisor Sully Sullivan that I needed a rental car I was told I would have to wait since this was sprung on the service department, and it would be 30 mins. Finally, after a week, I attempted multiple times reaching out to Malik for a status update on my vehicle, but again crickets with no response back. Again, I had to reach out to Rory to find out my vehicle was ready. More

The entire process was easy. I looked at three other dealers and Norm Reeves was the best deal by far. I looked at three other dealers and Norm Reeves was the best deal by far. More

We recently purchased a Genesis GV70 but it was dark by the time we finalized the purchase. The following day my mom was hospitalized so we got busy however, I did report to Mailk that the car had stains a the time we finalized the purchase. The following day my mom was hospitalized so we got busy however, I did report to Mailk that the car had stains and the door protector film as well as tint on the driver side window were not installed properly. We brought the car back to the dealership after taking an appointment. The sales manager, Jay Saleem, said everything would be taken care of but we had to leave the car at the dealership. We were given a loaner car which had very little gas and was unclean. We had to fill it up. The dealership could not give us a car that had enough gas! Also, when our car was returned, we found that the door protector film and the stains were not taken care of. Neither was it washed. On top of that, the paint on one of the door was damaged. We called the dealership again yesterday and the sales person, Malik, said that he would have the car picked up. That was yesterday. But there is no word from him as of yet. We are very upset that the original issues were not fixed and the dealership caused more damage to our car and they have not been responsive about it. If this is not taken care of to our satisfaction, we will escalate this to the highest level because we don't believe that a luxury car purchase should be anything like it has been with Norm Reeves. Thank you for doing the needful. More

I was truly satisfied with the treatment I received. I just moved to in Texas from Italy in early November and found the car of my dreams here, a splendid Maserati Levante F-Tibuto. I was greeted warmly I just moved to in Texas from Italy in early November and found the car of my dreams here, a splendid Maserati Levante F-Tibuto. I was greeted warmly and completed the purchase in one day thanks to the invaluable help of Rory and Keith. A truly wonderful experience, 100% complete with an after-sales contract that truly gave me peace of mind. Highly recommended !! More

Some great people at this dealership! From Emily Tedesco to Patrick Volcy to Brendon Rogers and then finally to Keith, though he is new and did not have business cards yet and I forget From Emily Tedesco to Patrick Volcy to Brendon Rogers and then finally to Keith, though he is new and did not have business cards yet and I forget his last name. Wasn't sure initially if I wanted to go to this dealership as I did not see it listed as a Jerry Reynolds preferred dealership. It needs to be! I will send Jerry a personal email about my experience here. Probably the most pleasant car buying experience i have ever had and that's saying a lot as I have bought many, many new cars over the years. Very relaxed just got a great feeling from the time I got there till the time I left. Bought the first car on 10/31/25 and then went back on 11/03 2025 and bought another one! Yes another one!!!! Really really liked Emily Tedesco she made me I felt like a great deal each time. I really don't know what else to say besides this place freakin rocks!!!!!!!!!!!!!!!!!!!!!! Again thank you to all who took such good care of me! More

Great service with a welcoming smile. I will recommend others to visit the dealership and my a purchase. I will recommend others to visit the dealership and my a purchase. More

Our sales consultant Malik was very responsive! We talked with many different dealerships before making a decision and he was by far the best person we dealt with during our buying process. We talked with many different dealerships before making a decision and he was by far the best person we dealt with during our buying process. More

We had a stumble with pricing early on. However, Norm Reeves Genesis rallied to get my business and having after taking a flight to buy my BEAUTIFUL GV80 I wasn't disappointed with the team However, Norm Reeves Genesis rallied to get my business and having after taking a flight to buy my BEAUTIFUL GV80 I wasn't disappointed with the team. Malik was knowledgable and friendly. Rory was professional and was able to answer all my questions without hesitation. I never felt like some slimeball was trying to shoehorn me into the car they wanted me to buy. I'll be flying back for my next Genesis purchase. They earned my business. More

The service dept. was great and explained everything to me before starting the service appt. and even let me use a manufacturer coupon towards my service costs. was great and explained everything to me before starting the service appt. and even let me use a manufacturer coupon towards my service costs. More

No one likes buying a car because you have to deal with all the haggling and back and forth negation. NOT so with Norm Reeves! Great experience - highly recommend! all the haggling and back and forth negation. NOT so with Norm Reeves! Great experience - highly recommend! More