Genesis Santa Monica

Reviews

• DL

  David Lee

  Jul 2, 2026
  1.0
  My mom had a noise issue with her GV70 coming from the brakes so I told her to take it into the dealer to get it addressed under the warranty. I normally avoid the dealer to avoid the service advisor upsells or recommendations for services that aren't absolutely necessary. I figured there was no harm for my mom to just take it in for a warranty issue, but the service advisor said an alignment would solve the issue and that it would not be covered under warranty. She didn't call me to consult with me when she normally would due to being in a business meeting, so she succumbed and did it thinking it would solve the issue. It didn't and it turned out to be an issue with the brakes and that it would be covered under warranty. The parts aren't available so they ordered the parts and she has to go back in to get it addressed. I'm writing this negative review because Genesis Santa Monica did the typical take advantage of an old lady not knowing much about cars to sell a service she didn't need. I drive the GV70 around every now and then and there were absolutely no alignment issues. There is likely less than 15k miles on the car. Absolutely ridiculous for the advisor to suggest that to resolve the issue without diagnosing or even driving the car. Really left a bad taste after hearing about this experience, enough to leave this scathing review. Don't even know how to respond to the responses.. here is the VIN: 5NMMADTBXRH007795 - not going to leave other personal details in a review.
• SS

  Shinwarispeaks

  Jul 2, 2026
  1.0
  Brand is supposed to be luxury but you won't even get a service of Kia, they will take your phone number, call you, even if you asked them to text and after a few text, the next reply comes after 24 hours, why? The Rep wants you to come to the store, NO, I rather have text written proof and then come and lease my car in 30 min like I did with Hyundai a few years ago, don't recommend this place at all.
• SS

  Sonya S.

  Jun 30, 2026
  1.0
  Sales department is fine, but service department is an absolute nightmare. I've been giving this same feedback consistently for the last 1 year that it is a horrible experience from a customer service standpoint. The service center simply hasn't figured out how to give service. It's bad enough that I would not recommend buying their car, because you will be dealing with this poor service forever and it's not worth the headache. Go to Mercedes, BMW, Lexus etc... they know service. With Genesis, there is zero follow-up, no communication, it doesn't really seem like anybody cares. Every time you try to reach somebody, you are on hold for 15 minutes before a service representative picks up. Every time I need something done, I dread interacting with the service department because I know it's going to drain so much of my time. I dropped my car off TEN days ago for service to repair a side view mirror. I was supposed to get a quote for it. Ten days later, and believe it or not, I haven't even heard from them a single time... I wonder if they even remember that they have my car. As a prior owner of multiple high-end luxury vehicles, this is by far the worst service experience I have ever had. Major regrets. Run away.
• MD

  M D

  Jun 25, 2026
  2.0
  Bought a vehicle here on Jun 22. The very next day, Jun 23, I reached out to three different client specialists who I worked with during my purchase, because the USB they gave me that was supposed to have my purchase documents is broken. It's 11pm on Jun 24, and not a single client specialist I worked with has answered any of my messages yet. They know exactly who I am and of course have my personal phone number. Sold me a car and then ghosted me less than 24 hours later. Super classy over here. It's funny because when I reached out to *buy* the car, they called me within 45 minutes. Delightfully on brand I see. Maybe they'll decide it's time to respond when they find out about this review. See the attached screenshot of their "virtual assistant" (an AI) confirming my purchase and confirming my messages had landed in their inbox.
• MR

  Melodie Rivers

  Jun 13, 2026
  5.0
  Friendly, knowledgeable staff providing an excellent, beautifully designed, tech-forward product. Xavier was my sales person; he loves the GV60 and knows everything about Genesis. He’s the ambassador, so he’d just returned from Korea and was able to show me some car pics he’d taken while abroad. It’s because of him I was interested in seeing the 2026 green in person (I’m more of a neutral color car owner). The next day, I showed up unannounced, and while I was waiting, Ryan came by and offered me water or coffee, then took me outside to look at the new color I’d requested to see. Manager-Juan was professional, knowledgeable, and hilarious. Even the finance person, Veron, was a clear, personable, delightful, honest member of the team! By the way, I bought the 2026 green GV60 with the aqua-green interior. It’s a work of art.