Genesis Santa Monica

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.

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.

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!