Norm Reeves Genesis of Cerritos Auto Repair Service

Thank you

Edwin was awesome

Excellent service very happy

Great job! Easy, efficient, informative and personable. Congrats!

As a former owner of other high end vehicles (Audi’s, BMWs), I am very disappointed and have several expectations that are no where near the level of the Audi or BMW dealerships. The customer service issues listed must be overcome if genesis wants to compete and reduce liability risks. The issues are as follows: 1) in 2023, I had difficulty making a valet appointment which the salesgirl mentioned so many times in her sales pitch. Unsuccessful, I made a regular appointment and took the time to personally take the car in for servicing. Upon arrival, I was told that my vehicle does not need maintenance which raises two questions: 1. why is my vehicle notification incorrect? and 2. why was the employee who took my appointment not trained to inform me that maintenance was not needed at the mileage I had provided? The employee had asked me what my mileage was. No apology for my wasted time was given.; 2) Jan 2025 - valet service finally scheduled. Valet returned my car informing me about the car wash. Immediately, I noticed that the tires did not have Armorall. The interior of the vehicle was not wiped down at all with visible fingerprints on the menu screen, the center console, and dust on the dashboard. It was vacuumed but there was no attention to detail on anything else. This is not how a high-end dealership should operate. 3) Jan 2025, I had informed the employee who pocked up my car that my Forward Assist had never worked and to have it looked at and repaired. When repair is finished, it was clear that my request was not communicated to the repair technician as the service paperwork did not list it. I had to call and text to get a hold of them and repeat my request - more bad customer service. The service tech took some find to look into it and I was shocked at the answer he gave me. He stated that my trim level did not include front forward assist which is a basic function that even the cheapest new cars have . If I had known this , I would not have purchased the car. Several problems here: 1. Why did the salesgirl not inform me of this? If genesis products are lacking standard features, genesis should train their employees to make sure customers know. If they don’t, angry customers have the right to sue and I very well might.; 2. the owners manual does not say “(if so equipped)”.; and 3. why is the feature available to select in Settings if the vehicle is not equipped with it?.

The best

Edwin was on top of everything from the moment I dropped my car off. He helped me with questions I had and had answers for them all.

Edwin was very helpful and kind!

Kyle was thorough with what Service was going to do with my GV70 and set expectations which was great!

Mary is a great asset, always provides great customer services and goes above and beyond to help with servicing my GV70 EV

Edwin my appointed service advisor was very thorough and able to confirm and verify maintenance contract purchased from another dealer where my GV70 was initially acquired from. The service went smoothly and the car received its first full attention since its purchased. I chose Cerritos / Norm Reeves due to its reputation and history , and I was not getting the answers or attention I am expecting from another Genesis location (Rusnak Ontario) and on my 2nd visit w Norm Reeves Genesis - it’s been a satisfying business process.

Mariela is great. Her knowledge of the G80 is exceptional and she walked through my question list so professionally and quickly. Because of her, we are now considering purchasing a GV 70 or 80 because I know between the sales team and Mariela, I’ll figure out all the features of the car. She is a great asset to your dealership.

Mariela did amazing. She was ver thorough and communicative. I do appreciate that.

Amazing service and hospitality!

Ok

In my 8 years going to Genesis Norm Reeves Edwin was by far the best service advisor I met. He exceeds all expectations and I have some high ones. Thank you.

Uber service is not allowed to my home over limit?

Thank you for prompt response for my genesis gv60 problems.

The service was good the AI phone system is terrible

Kyle did a great job. Give them a raise.