Norm Reeves Genesis of Irving

Good afternoon, This is not a dealership I recommend going to. I went there 05/18/26 for a camera malfunction I was having. Upon arrival of the location, I spoke with a black haired female service advisor. As I was explaining the issues I was having, she tried to explain that the cameras are different and attempted to gaslight me into believing I was not haaving an issue. I drove it in the parking lot but due to not being able to find a linear object to replicate the issue, I was unable to show her. After leaving I fund a curb which correctly replicated the issue I was having in the camera and upon validation of the an issue, I circled back around to speak with her again. While sittin in my vehicle, I spoke with a male employee that was kind and courteous. I shall not name that employee for retailation purposes. As I was speaking with the employee, he informed me that I will most likely have to leave the vehicle at the location for a few days which was fine. I asked if they had any loaner vehicles available. He left, to what I can only assume, to speak with someone for an answer. Upon his return, he stated they did have some loaners vehicles. He answered all my questions and then left. The same female advisor returned back to speak with me. I explained to her that I do not believe that the camera for the birds eye view is calibrated correctly due to the left and right side showing different angles and that it would not make sense. After requesting to show her in the vehicle again, she said she was the only advisor working and could not leave the location which is fine. I then requested to back up into a parking spot with lines to visually show her the issues. After agreeing to that arrangement, I showed her and then she finally agreed that the camera has some malfunction. As we were speaking about solutions, the senior advisor stated that it would take approximately 48 hours for them to even diagnose the issue. She then stated that they would need a $150 deposit even though I informed her that my warranty was still valid. Even though I did not want to, I accepted the fact that I will have to spend $150 only due to her stating it would be returned upon validation of my warranty. I then requested a loaner vehicle to drive for the time being. The service advisor stated that they did not have any available. Now, this is where I am completely upset because I was not only told by another employee that there were some available, he went inside to building to give me a definite answer. The service advisor then scanned my vin to check for accidents. It seemed like she wanted anyway to either viod my warranty or to not work on my vehicle. After scanning my vin, she stated she would be back. After waiting 15 minutes while already being upset, I left this location. During this whole altercation, I felt as if this female was not professional at all, she continuously attempted to gas light me, lied to me in my face without a second thought attempted to get me to leave which she did successfully. As stated before, I don't think this would be the dealership you should go to. I know this isn't important but I will never return to this dealership. To the one gentlemen that was honest and straightfoward with me, thank you. Have a good day.

I am a loyal and repeat Genesis owner going back to 2015 and on 11/10/25, I purchased my fourth Genesis - 2025 Genesis GV80 Coupe. 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.

Had a great experience buying a used car from them! Very professional and courteous! Joshua Cartagena was a great person to deal with! I'd recommend him to everyone! Thanks!

It has taken me quite sometime to get to the point of leaving a review for this place. I’ve given them ample opportunities to improve and they aren’t. To start, I purchased my car back in December of 2023. The purchasing process was nice, however Lou kept saying please just leave a good review and pressuring/bribing with cheap gas fill up to do so. It’s was rather distasteful. The financial guy was spectacular. I received my keys and extra set of keys; I went on what I thought would be my happy way. I had decided to wrap my car so took it to the shop leaving the extra key behind. The shop called and let us know that the key I was given by Lou was not working on the car. So I called Lou. Turns out he gave me the keys to a different car on the lot- not even the same model! So drove alllllll the way back to get the correct key He once again tried to bribe away his mistake with cheap gas. Of note, he is kind but is not detail oriented and gives false information about the cars- he after all is sales only but the information he gives (like ok to use low end gas) can hurt the car…. Fast forward to service needs. It takes weeks if not months to hear back. When you call (which I despise) those who can arrange for a vehicle while your car is in the shop aren’t available. So you wait again for a text, respond back and get no response so you repeat the process over and over again. Once you do get an appointment the service department does not do a thorough job. I explained there were things I noticed about my car— they did not address them until I spoke with the shop manager who did not realize there were problems I asked to be addressed. Come to find out things were broken. It took about 2 months of them keeping my car to fix it (it was a leak in the air condenser or something, apparently it is an “easy fix” so unclear as he prolonged time) I happily head to get my car and it is damaged. The back tint on the lights had been taken off, there was damage to the front lights (chips) and damage to the drivers side window (chips) This happened again on an additional visit to the service department. So unfortunately those doing the service care zero about the vehicles they work on. I am writing this review as I am once again 2.5 weeks into waiting for a response from Natalie who sets up cars for customers while their own vehicles are getting serviced Unfortunately this is the only Genesis service center near me.

Josh cartanego with the good hair was super super friendly and did an amazing job answering every question and concern I had. He made the experience really nice and not stressful. Roy the finance guy was also so nice. Good service. Great price.