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 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.

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

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 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.