Norm Reeves Genesis of Irvine

My experience with this dealership has been nothing short of frustrating. From the lack of transparency about the car's condition to the mishandling of the Title paperwork, they have failed at every step. Despite repeatedly requesting clear HD photos of the vehicle, they sent low-quality images that didn’t reveal key issues. Upon delivery, I discovered paint chips, a misaligned bumper with a visible gap, and a chipped windshield — none of which were disclosed. The dealership, particularly Julian and Kyle, repeatedly failed to provide clear information about the Title. They claimed the Title would be shipped alongside the car with a tracking number, but it never arrived. After several follow-ups, I learned that the bank received an electronic copy instead of the promised hard copy, revealing just how disorganized this dealership is. To add to the disappointment, the car shipping company — which charged $1,200 just to transport the vehicle — managed to capture clear HD photos better than a dealership trying to sell a high-value car. That’s simply unacceptable and speaks volumes about their lack of professionalism. To make matters worse, their solution for the paint issues was to offer me a $30 touch-up paint bottle — an insult considering the undisclosed damage. Rather than taking responsibility, they tried to justify it by saying “used cars come with imperfections,” while subtly reminding me that California laws prevent car returns after purchase. This dealership’s shady practices and lack of accountability make it clear they prioritize sales over customer satisfaction. I strongly advise others to take their business elsewhere — I certainly will be filing a complaint with the BBB.

I had worse repair experience with their service department twice. no loaner , lack of experience, lack of communication, lack of management and lack of knowledge. Both times after leaving my car for a week without telling you about the situation, both times they said that they couldn’t diagnose it ! Basically your car is sitting there without supervision. You purchase Genesis with a great warranty and service but they can’t provide it for you.

I had the pleasure of working with Shawn Holmes at Genesis Irvine , and I can confidently say he went above and beyond to help me. He truly poured his heart into everything he did, showing not just exceptional professionalism but also genuine care and dedication. It’s rare to find someone who combines skill and kindness so effortlessly. I’m incredibly grateful for his support

I have taken my car in 5 times for the same two problems without resolution on my Genesis G90. I’m having an issue with a tire pressure warning light and an issue while filling the gas tank, the handle consistently clicks off and stops. I have given Irvine Genesis video of both issues and they have still not been able to repair the problem. I’ve received the comments of “ we’re working on it” but no repair has been done. You would think they would focus on this issue with their top of the line car.

I have owned six different vehicles, all from different brands, so I have spent a lot of time at all kinds of service centers. Genesis of Irvine has been the best service experience I have ever had. I will never go anywhere else. They are under new ownership (Norm Reeves) as of a month ago, and the service advisors here are absolutely incredible. I cannot say enough good things about Jose, Serdar, and Derrick, who have truly gone above and beyond for me during my visits for oil changes and maintenance. The level of care they provide is absolutely unmatched. They always met deadlines, were in constant communication, were very patient and really listened to me, and only recommended what was needed for my car. Never tried to upsell unnecessary items. When you drop your car off, they send you a text with a link for a portal to view the current status of your car, see invoices and estimates, and update the portal with technician's comments. Very cool. I feel they truly care about keeping me on the road and my car in top condition. This is the service you expect from a luxury brand like Genesis, and they truly deliver. If you are local, trust me, don’t go anywhere else.

I had a very disappointing experience with this dealership when I bought a Santa Fe in 2004. Granted is was 4 years ago, but I still get angry when I think about it. In a nutshell, we agreed on a price and monthly payments, did the credit check, signed the papers we drove the car off the lot. The next day the manager called and said the payments would be $35.00 higher. Something about the loan. We're not that savvy about all this, so we said okay. But it did seem strange to me. I guess if we said no, they'd come to pick it up. Then the manager said we needed to fax a copy of our utility bill to him for proof of residency. I went to the local mail service, faxed it that afternoon and got a receipt. About 8pm that evening, after dark, while I was cleaning up after dinner, someone started pounding on our door! I was very startled and called my husband to see who it was. It was some guy from the dealership the manager sent over demanding the utility bill, telling me they needed it "NOW"!! This time we were furious! I showed him the receipt from the fax and told him to get off my front door! I called the manager and told him I sent him back his goon, and to look around for the fax. Oops... "sorry"...he gave me a certificate for 5 free services. I've forgiven, but I have not forgotten. I wont be doing business with them again. Too creepy!

Service writer informed me that it would cost $105 to investigate complaints such as squeaking brakes and mysterious noises in gas tank when driving. Only if a new part were needed would the charge be waived. I don't expect something for nothing but do expect a warranty to be honored. I was also told, without him even looking, that there were no recalls on my vehicle ... so far I have found a on the internet a possible six recall notices.

This Douglas franchise also owned a Nissan dealership in Huntington Beach. Their sales process includes adding alarm and service warrantee packages to the contract after the monthly payment has been agreed on. They also fail to honor the legal cancellation after you figure out what happened. They have lost their Nissan franchise and they may not be here when you need help with your Hyundai. Constant phone calls and fax's do not get their attention. This is a clear violation of the Car Buyers Bill of Rights and warrants legal action. The only problem is making up your mind that you want to deal with attorneys and the car dealership for that long. They are really unsavory people, smiling, agreeing, apologetic and then ignoring you. Good luck with buying a car from these people.

My experience with the salesperson Jonathan was very good, he was very laid back and actually listened to me--rare for a car salesperson--when I explained my wants, concerns, and questions. My experience with Dave the sales manager, however, was not quite as good. All the emails I received from him have been quite pushy and assumptious about my decisions. I was quoted a price over the phone, and then when I went to the dealership, he showed some negative number on a printed sheet of paper, and wanted me to pay half of that number. Basically, to pay like $300 more. My girlfriend sat beside me and she felt uncomfortable even though he wasn't even talking to her. He got angry at one point when I wouldn't budge, when he finally agreed on the price, he was like a completely changed person, all nice again. Another thing about the dealership that I don't like is the fact that they put a $2,000 "Appearance Package" on all the cars that they sell. $2,000 for VIN etching, paint sealant, and door guards--a wheel well molding was listed under the package, however, there weren't any on all the Elantras there.... Besides the appearance package, the rest of the sales process was pretty clean, no added fees or anything in the financing office either, just recommended the extended warranty. Overall I had a pretty good experience--mostly because of the salesperson, Jonathan.