Genesis Santa Monica - Service Center

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 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. More

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 g 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. More

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 N 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. More

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

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 leasin 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. More

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 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. More

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 "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 More

The service writers are courteous and accommodating. There are no complaints with the service. I have used two other dealers and this one is best. There are no complaints with the service. I have used two other dealers and this one is best. More

It was great! I especially appreciated that Genesis picked up the car and kept me updated on the service. I especially appreciated that Genesis picked up the car and kept me updated on the service. More

Efficient and responsive. If they weren't so busy they would be unbelievable. Had a hard time duplicating my issue but eventually we solved the mystery. If they weren't so busy they would be unbelievable. Had a hard time duplicating my issue but eventually we solved the mystery. More