Genesis Santa Monica

Amazingly terrible. Calls not returned. Knowledge non-existent. Would not purchase a glass of water from this poor excuse of a dealership.

Stay away from Genesis of Santa Monica. Worst mistake of my life. We traded in a car with them in April of 2024, and they didn’t pay it off until August 2024, and that was only after contacting corporate. We had to contact corporate because they would never return our calls. This has made our credit score drop by over 100 points. They don’t care, as I have seen more reviews where they have done the same thing. Go anywhere else and you will be much more happy.

Great cars, and service started well for my first year, but now on year 3, there has been a huge decline. Multiple service advisors, no one calls back. Service dates 6 weeks out. Will not be leasing another Genesis, which is too bad as the cars themselves are excellent.

TLDR: Jake led us on for the better part of a week, assuring us over and over again that the deal that I requested would be possible and then his finance team failed to even offer us the nationally advertised incentive on the vehicle. We wasted a babysitting night to go in and get the vehicle since they refused to do any pre-negotiating and would only do that in person. Don’t deal with them, use a trusted broker such as Omega Auto Group (who we used) or go to a Genesis dealership that actually wants to earn your business instead of one that tries to rip you off. Dealership experiences are typically expected to be slightly painful, I’ve never had such an unpleasant experience as my wife and I did with Genesis of Santa Monica. We went in the week leading up to the Memorial Day weekend to look at the Electrified GV70. Our primary experience was with the salesperson, Jake. We liked the car and inquired about pricing, and were told to look at the national incentive which we were already familiar with. That night I went home and did some price shopping, and I texted Jake the following day letting him know about the deal we were looking for which was slightly better than the advertised national incentive, but nothing crazy and they would still have made a decent profit on the vehicle. We were told that he took it to his finance manager, and we never got a yes or a no on our request. Jake advised us to wait until later in the week to get their special Memorial Day Weekend pricing, so instead of shopping around to other dealerships I unfortunately trusted Jake at his word that he would get us the best deal and we went in on Saturday evening of Memorial Day weekend. Jake knew that we have a 4 month old son since we brought him for the initial test drive, so he knew that our time was at a premium. Leading up to us coming back in, Jake was texting and calling me daily, touting their sales volume and how they’re incentivized to retain local customers (and penalized if we purchase a Genesis elsewhere) and that they won’t lose our business over pricing. When we came in on Saturday evening, that statement couldn’t have been further from the truth. After a quick test drive we asked to see the numbers and I reminded Jake about the pricing we were expecting to see. They came back and their first offer was worse than the nationally advertised incentive, which was insulting but nowhere near as insulting as when I found out they were trying to charge us for extra paint and glass protection that hadn’t even been applied to the vehicle yet since it was so new on the lot. Even after removing that, they still weren’t at the nationally advertised incentive pricing, so we got up and left. Jake told us that they get dinged if we purchase a Genesis from another dealership, and unfortunately for him and his team, that is precisely what we did. Whatever you do, do NOT purchase a vehicle from Genesis of Santa Monica.

Service department attempts to be conscientious but communication is THE WORST.I could write a novella about my experiences. A plus is that their valet service is great. I have included comments about communication with every follow up after service. Communication HAS NOT improved.

awful experience with the service department, after "service required message "appeared I tried several times to call the service department, nobody picked up the phone, left messages with phone number no response additionally, one of the fobs stopped working, frustrated I drove to t the dealer, finally after waiting for an hour the service person had a dismissive attitude told me ignore the service message and told me to come back in SIX weeks because they were busy and short of staff. so now I don't know if I should be driving the car and still have only one key working, not the response I'd expect from a so-called luxury brand especially compared with my Jaguar and Cadillac service departments

Bought a GV70 from them new. Agreed upon a price but salesman tacked a service contract on without my consent. Have been charged extra and to make matters worse the dealer canceled it without my knowledge. I'm being charged more than agreed for nothing in return. Customer service is non-existent and they do not return calls. The vehicle is great but I will never buy Genesis again. Not a luxury experience at all. One star directed at new general manager Glen Moya, the replacement for Tammy Weaver, as he does not acknowledge customer concerns. I would advise not doing business here due to fraudulent practices

I’ve experienced extremely slow service from Genesis Santa Monica. Took close to 6 weeks to get them to complete DMV paperwork so I could get registered and a license plate. Extremely frustrating with no sense of urgency. I didn’t receive an owners manual with my GV80 and it’s been over 2 months- I tried calling Genesis Customer Care and they just refer me back to the dealership who is of no help and says they don’t or can’t get one - REALLY! Ugh! How frustrated do you want to be when you need service and help from the dealership? Buyer beware.

Genesis Santa Monica has the worst customer service of any car dealership. Been trying to get them to complete DMV paperwork so I can get pink slip and license plate. After countless calls and emails no one has responded to anything. I DO NOT RECOMMEND.

Bait and switch. Over the top sales approach. Promise this, that, free beverages, mints, coffee, etc. once sales closes, train wreck. Rude, pushy, none of promises kept. The process goes from Bentley want to be to Kia. Seems once a Kia always a Kia, just in their blood. #genesissantamonica. #genesissantamonicastinks The sales manager in particular is extremely unprofessional. I’m disappointed, in hind sight, which I had not gone with Genesis, it’s all xx