Genesis Santa Monica

I love my Genesis GV70 EV, but the service department at Santa Monica Genesis is wildly inconsistent in quality and customer service. It is a nightmare trying to call them. Most of the calls go unanswered. Sometimes it connects to where you can leave voicemail, sometimes it disconnects. I left repeated voicemails and they were never returned. Eventually I spoke with someone who told me that “Walter” would call me back. When Walter did not call, I called them again. The person I spoke with told me there is no Walter who works there. They told me the next service appointment wasn’t for nearly 2 weeks. They told me there were no loaners available. Not surprisingly, the much advertised “concierge” service (pick-up your car; drop-off your car), is NEVER AVAILABLE even though it is a part of what I pay for in my lease. Having said all of that negative stuff, I eventually received excellent help from Victor and from Gaston. Both went above and beyond to make my service experience very good. I rate both Victor and Gaston 5 stars plus. Everyone else I rate zero stars. I wonder if anyone in management at the dealership has ever called to try to schedule service like a normal person would—not as a manager. I think they would be appalled at how bad the customer service is. Such a shame since the car is terrific. Sadly, when I picked up my car, it had scratches in the body that were not there when I brought the car in to the dealership. Their video (from when I brought in the car) confirmed the scratches were not there when I brought in the vehicle. So far I am still waiting to hear what they will do about it.

I leased my GV70 EV there. Over the time it took to locate the vehicle I wanted, I worked with 3 different salesmen because 2 of the 3 left the dealership. As a result, I had to start the process over twice. Once we had a deal, the process in the dealership was interminable even though I had done everything online in advance. The particular car I wanted was hard to find. They finally had it come in—then, notwithstanding our agreement for me to lease that particular vehicle, they sold it to someone else. When I showed up to close the deal, they told me that another salesman had sold it. xxx? Eventually, after much waiting, we found another appropriate vehicle. In the interim they raised the lease price downpayment by nearly $10,000. Once I finally completed the lease transaction, no one knowledgable was available to explain the particulars of the vehicle. So I left with it and spent hours on my own figuring out all of the specifics. All in all, a lousy experience for a great car.

Absolutely horrible customer service. Special sale person’s name ((JAKE WEBER)), he hasn’t no knowledge about Genesis car, He just want to sell it to customer I love my car but he give me headache he called me to come to fix it problem five times still he can’t fix it , I’m not recommend to deal with him at all I am very pissed off after five times he ruining my job and times and I still have a problem to set with wireless!

Absolutely horrible customer service. I love my car but will most likely trade it in because of these people. Faced an aggressive and rude customer service associate, Jose. Another rude greeter/“guest relations” person who was smiling until we told him about our issues, then he turned patronizing and cold. Called their superior Juan to discuss the situation, he never returned our call. Different customer support people every time we go in. Have had to take car in for at least ten recalls. No loaners available and every associate has a story of why or if they’re even available. I was a Lexus owner for years and miss their service every day. LA Car Guy has missed the mark with this one.

Stay away. No service dept, sales guys are full of it, sold me a bill of goods and won't give me back my money, multiple managers. Like car but this entire team should be fired. Multiple service failures, no follow up, Really need Genesis North America to address this failed shop.

AVOID THIS DEALER AT ALL COSTS! I purchased a vehicle from them and the engine blew 14 days later. They misrepresented the condition of the vehicle as well as the service they claimed to have performed. They told me the vehicle was fully inspected and serviced but when I purchased it there was only 80% oil life and belts were squealing. 14 days from the date of purchase our engine completely blew on our vacation. Awful staff. Awful business.

Absolutely horrible customer service. Faced an aggressive and rude customer service associate, Jose. Another rude greeter/“guest relations” person who was smiling until we told him about our issues, then he turned patronizing and cold. Called their superior, Juan, to discuss the situation, and he never returned our call. Different customer support people every time we go in. Have had to take car in for at least ten recalls. No loaners available and every associate has a story of why or if they’re even available. We used to get great service here when we first bought the car, but this new crop is not only ineffective but acts like management doesn’t care how they treat customers. LA Car Guy has missed the mark with this one. Go anywhere else.

A lease from Genesis of Santa Monica has been the worst car related experience we have ever had. We owned the GV60 for less than 6 months….only 2,100 miles. Four recalls, plus complete failure of the DCU Network & Connected Services. (Down for the last 15 days we owned the car). The Service Department had the car on 2/20/25 for 7 hours to perform the reset, & ultimately did not know how to fix it. I drove to BMW of Beverly Hills & they agreed to buy out the lease. We lost another $9K, but it was worth getting out of the toxic Genesis experience. We were never able to contact the dealer directly due to their having an off site call center in Culver City. Incompetent management & service. No member of the staff offers to help, or take any responsibility for anything… a very “not my job” environment. Even BMW of Beverly Hills spent more than 2 hours getting payoff numbers and acceptance that they could buy out our lease. They requested an email confirmation. When it did not come through in a hour, they again reached out to Genesis Financial. Only this time they got the foreign call center that replied “email requests can take up to 4 business days”. Horrible experience with Genesis throughout, but evident to the very end that nobody at Genesis cares.

A lease from Genesis of Santa Monica has been the worst car related experience we have ever had. We owned the GV60 for less than 6 months….only 2,100 miles. Four recalls, plus complete failure of the DCU Network & Connected Services. (Down for the last 15 days we owned the car). The Service Department had the car on 2/20/25 for 7 hours to perform the reset, & ultimately did not know how to fix it. I drove to BMW of Beverly Hills & they agreed to buy out the lease. We lost another $9K, but it was worth getting out of the toxic Genesis experience. We were never able to contact the dealer directly due to their having an off site call center in Culver City. Incompetent management & service. No member of the staff offers to help, or take any responsibility for anything… a very “not my job” environment. Even BMW of Beverly Hills spent more than 2 hours getting payoff numbers and acceptance that they could buy out our lease. They requested an email confirmation. When it did not come through in a hour, they again reached out to Genesis Financial. Only this time they got the foreign call center that replied “email requests can take up to 4 business days”. Horrible experience with Genesis throughout, but evident to the very end that nobody at Genesis cares.

The worst dealership. Promises a lot at the time of sales but never delivers. Slow service, never has loaner as the loaner are "under service" and when you get your car back, you have t take it for a car detail as they even don't bother covering your seats and there are grease marks all over your car. Avoid like plague.