Reviews
The City Kia Service Department claimed that I needed a
The City Kia Service Department claimed that I needed a brake fluid replacement after on 24,000 due to the "extreme" weather of Central Florida rather than after 48,000 as shown on the Kia Service Schedule. I agreed to go ahead and have it done and was charged a whooping $224.95 plus tax for the brake fluid replacement. When I returned home I looked under the hood and found that brake fluid had been spilled on several components. If a City Kia repair technician can't take enough care to avoid spilling brake fluid and not cleaning up the spill with something as simple as refilling the brake master cylinder, why would I expect them to do the proper job on something more complex? My confidence in their ability has been destroyed. They are more than willing to ask you to give them a five-star rating, but not willing to do what is necessary to earn even two stars.
The City Kia Service Department claimed that I needed a
The City Kia Service Department claimed that I needed a brake fluid replacement after on 24,000 due to the "extreme" weather of Central Florida rather than after 48,000 as shown on the Kia Service Schedule. I agreed to go ahead and have it done and was charged a whooping $224.95 plus tax for the brake fluid replacement. When I returned home I looked under the hood and found that brake fluid had been spilled on several components. If a City Kia repair technician can't take enough care to avoid spilling brake fluid and not cleaning up the spill with something as simple as refilling the brake master cylinder, why would I expect them to do the proper job on something more complex? My confidence in their ability has been destroyed. They are more than willing to ask you to give them a five-star rating, but not willing to do what is necessary to earn even two stars.
- Customer service —
- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Came in for service or repair
Tim, Thank you for taking the time to write this review. We are very sorry to hear that you had a bad experience at our dealership, we understand that there was some services issues that you were concerned about and we would love to resolve the issue. If you can give us a call at our dealership and ask for the Service Manager available they would be glad to help.
This dealership is a scam at best.
This dealership is a scam at best. I inquired about a 2024 Kia Sorento which is advertised at $33,999. When I called and ask about a OTD (out the door) pricing Andrew came back with 41K..I am not kidding! 5k of it scam fees $800 recondition fee,$999 dealership fees,$450 tags and title and $2450 for care package (which is not law and can't be forced on you) He tried to tell me that it was what THEY do there but its a scam. People if you have a Kia like this one with 17k miles on it..there is a limited warranty 5 year/60,000/10 year 100,000 mile powertrain warranty from Kia the manufacturer themselves,so you don't need to get a 2400 care package from them unless you have over those miles on your SUV,this one has only 17k on it! . It's amazing how people with a straight face can rob you blind and go home at night and sleep comfortably. However,car dealers like Andrew do it everyday. People do your homework as crooks like this is waiting. Know your numbers and READ contract for those rip-off added fees like this dealership put in. Now,take that and financing and you are underwater, all based on their crooked concept. I wouldn't buy from this place for my enemy. People I beg you to do your financial homework when dealing with this place or have someone with you that will for you. Go,in there blind and you will wish you hadn't once you see paperwork after purchase. I knew beforehand. Why? Because I sell cars as well. i knew he was a skunk the moment he came back with that $41k price without outlining every detail of that price. I had to do it myself!
This dealership is a scam at best.
This dealership is a scam at best. I inquired about a 2024 Kia Sorento which is advertised at $33,999. When I called and ask about a OTD (out the door) pricing Andrew came back with 41K..I am not kidding! 5k of it scam fees $800 recondition fee,$999 dealership fees,$450 tags and title and $2450 for care package (which is not law and can't be forced on you) He tried to tell me that it was what THEY do there but its a scam. People if you have a Kia like this one with 17k miles on it..there is a limited warranty 5 year/60,000/10 year 100,000 mile powertrain warranty from Kia the manufacturer themselves,so you don't need to get a 2400 care package from them unless you have over those miles on your SUV,this one has only 17k on it! . It's amazing how people with a straight face can rob you blind and go home at night and sleep comfortably. However,car dealers like Andrew do it everyday. People do your homework as crooks like this is waiting. Know your numbers and READ contract for those rip-off added fees like this dealership put in. Now,take that and financing and you are underwater, all based on their crooked concept. I wouldn't buy from this place for my enemy. People I beg you to do your financial homework when dealing with this place or have someone with you that will for you. Go,in there blind and you will wish you hadn't once you see paperwork after purchase. I knew beforehand. Why? Because I sell cars as well. i knew he was a skunk the moment he came back with that $41k price without outlining every detail of that price. I had to do it myself!
- Customer service —
- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Shopped for a used car
On Tuesday 01/07/25, my wife called me while at work
On Tuesday 01/07/25, my wife called me while at work stating that her 2016 Kia Soul was having issues while driving and was unable to drive the car any further. We had the vehicle towed to "City Kia." They advised it should take a couple days before they diagnose the issue. My wife received a text same day at 1:58pm to review the inspection and approve the recommendations. In the inspection report there was 10 things to approve. 2 of 10 items was listed as "Needs immediate attention." Item 1 of 2 was Catalytic Converter and Gaskets: Catalytic Assy. Item 2 of 2 was Fuel Injector Replacement: Fuel Injectors all 4. Both 1 and 2 was highlighter in bold at the top saying, "Service was pre-approved." Items 3-10 said, "Needs immediate attention. All those items were: drive belt, brake job, transmission flush, etc. At the top of each item highlighted in bold said, "Recommended service." Kia is known for there 10yr/100,000 mile warranty and with the car only having 89,000 estimated miles at the time of service, myself and my wife assumed "Services pre-approved," meant they were pre-approved by the warranty department. So we agreed to deny services 3-10 that were recommend service and only approved, services 1-2. On 1/8/25 @ I spoke with Josh the service advisor to clarify on two things. The first thing was one of the services had a charge of $205.95 for "Related requested service," for anti-theft ignition protection. I asked if that charge was valid due to the vehicle having a recall and should be taken care of by Kia recall services. Josh clarified that those charges were initially for the diagnosis and should be taken care of if the vehicle was found to be serviced due to warranty issues and that the anti-theft will be taken care of in the recall service campaign. I also asked if items 1 and 2 were pre-approved and should not be charged. He also advised, yes and if that we denied services 3-10. We then received a text on Monday 1/13 that the vehicle was ready for pick up, but there was a total balance of $4153.93. I immediately called and asked how was there a balance if the services stated, "pre-approved." They basically told me the services were pre-approved by me and not by warranty department. The inspection report is misleading and they are going back on there word with the previous phone call conversation. So I proceeded to call Kia Customer Care to make a formal complaint on the dealership on how they were scamming me of $4153.93 when the vehicle should still be covered under warranty. I was going back n forth with Kia Customer Care and City Kia and they kept telling me that "Services Pre-approved," did not mean by warranty and that I didn't read the inspection report. After digging and doing my own research, I found that the specific vehicle had a recall on the catalytic converter and we took it in for service on 08/01/23 to fix the recall and had proof that the extension warranty should now be 15years/150,000 miles. After providing proof to the dealership, I magically received a phone call from Oscar Platt, apologizing to me that they mixed up the vehicle with another similar vehicle and crossed VIN numbers. And that my vehicle is still under warranty. Oscar Platt kept apologizing how they made a mistake and they will take care of the catalytic converter but not take care of the Fuel Injector's because they were out of warranty and stated that the "pre approval" meant we approved the diagnosis and not the warranty department. So basically, if I didn't do my own due diligent and had a copy of my previous service record, I would've been scammed out of $4153.93. This dealership is a scam and looking at previous comments it shows they should be investigated. They would've never caught the mistake and just taken the full payment and called it a day. Also, Oscar stated that all calls are recorded and when I asked to hear the initial recording between Josh and I he said no. I know they are lying and hiding the truth.
On Tuesday 01/07/25, my wife called me while at work
On Tuesday 01/07/25, my wife called me while at work stating that her 2016 Kia Soul was having issues while driving and was unable to drive the car any further. We had the vehicle towed to "City Kia." They advised it should take a couple days before they diagnose the issue. My wife received a text same day at 1:58pm to review the inspection and approve the recommendations. In the inspection report there was 10 things to approve. 2 of 10 items was listed as "Needs immediate attention." Item 1 of 2 was Catalytic Converter and Gaskets: Catalytic Assy. Item 2 of 2 was Fuel Injector Replacement: Fuel Injectors all 4. Both 1 and 2 was highlighter in bold at the top saying, "Service was pre-approved." Items 3-10 said, "Needs immediate attention. All those items were: drive belt, brake job, transmission flush, etc. At the top of each item highlighted in bold said, "Recommended service." Kia is known for there 10yr/100,000 mile warranty and with the car only having 89,000 estimated miles at the time of service, myself and my wife assumed "Services pre-approved," meant they were pre-approved by the warranty department. So we agreed to deny services 3-10 that were recommend service and only approved, services 1-2. On 1/8/25 @ I spoke with Josh the service advisor to clarify on two things. The first thing was one of the services had a charge of $205.95 for "Related requested service," for anti-theft ignition protection. I asked if that charge was valid due to the vehicle having a recall and should be taken care of by Kia recall services. Josh clarified that those charges were initially for the diagnosis and should be taken care of if the vehicle was found to be serviced due to warranty issues and that the anti-theft will be taken care of in the recall service campaign. I also asked if items 1 and 2 were pre-approved and should not be charged. He also advised, yes and if that we denied services 3-10. We then received a text on Monday 1/13 that the vehicle was ready for pick up, but there was a total balance of $4153.93. I immediately called and asked how was there a balance if the services stated, "pre-approved." They basically told me the services were pre-approved by me and not by warranty department. The inspection report is misleading and they are going back on there word with the previous phone call conversation. So I proceeded to call Kia Customer Care to make a formal complaint on the dealership on how they were scamming me of $4153.93 when the vehicle should still be covered under warranty. I was going back n forth with Kia Customer Care and City Kia and they kept telling me that "Services Pre-approved," did not mean by warranty and that I didn't read the inspection report. After digging and doing my own research, I found that the specific vehicle had a recall on the catalytic converter and we took it in for service on 08/01/23 to fix the recall and had proof that the extension warranty should now be 15years/150,000 miles. After providing proof to the dealership, I magically received a phone call from Oscar Platt, apologizing to me that they mixed up the vehicle with another similar vehicle and crossed VIN numbers. And that my vehicle is still under warranty. Oscar Platt kept apologizing how they made a mistake and they will take care of the catalytic converter but not take care of the Fuel Injector's because they were out of warranty and stated that the "pre approval" meant we approved the diagnosis and not the warranty department. So basically, if I didn't do my own due diligent and had a copy of my previous service record, I would've been scammed out of $4153.93. This dealership is a scam and looking at previous comments it shows they should be investigated. They would've never caught the mistake and just taken the full payment and called it a day. Also, Oscar stated that all calls are recorded and when I asked to hear the initial recording between Josh and I he said no. I know they are lying and hiding the truth.
- Customer service —
- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Came in for service or repair
Thank you for taking the time and reaching out to us here at- City Kia regarding this matter. We are very sorry to hear of your issues with the different errors that you were receiving and we do apologize for the lack of customer service by our team. We would welcome the opportunity to speak to you on your review. Please contact us at the dealership and ask for the Service Manager, We would be happy to help and make sure this doesn't happen again. Safe travels, and hope to spoke to you soon.
I tried to speak with Oscar Platt and he stood ground and didn't want to disclose the recording to provide proof of there own service agent in the wrong and giving me mis guided information that led me to believing this was pre-approved by the warranty department. He had an attitude and was not concerned with what I had to say.
Well I will tell you that the sales service is very good,
Well I will tell you that the sales service is very good, they treated me very well but where they lose all their quality is in the maintenance service. I lived in Orlando and moved to Miami and I want to be a transfer of the service package that I am paying until 01/03/2028 and they won't let me, they say it is not allowed, then I wanted to cancel the service so that they do not charge me more and it is not allowed either and I cannot go every time I have maintenance to Orlando 🤷🏽♀️ in conclusion I am going to lose my money and I am going to lose my services that I am paying until 2028 that is why I am disappointed and sorry to have made my purchase with you, the truth is everything is a lie of you
Well I will tell you that the sales service is very good,
Well I will tell you that the sales service is very good, they treated me very well but where they lose all their quality is in the maintenance service. I lived in Orlando and moved to Miami and I want to be a transfer of the service package that I am paying until 01/03/2028 and they won't let me, they say it is not allowed, then I wanted to cancel the service so that they do not charge me more and it is not allowed either and I cannot go every time I have maintenance to Orlando 🤷🏽♀️ in conclusion I am going to lose my money and I am going to lose my services that I am paying until 2028 that is why I am disappointed and sorry to have made my purchase with you, the truth is everything is a lie of you
- Customer service —
- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Came in for service or repair
- Did make a purchase
Annalay, Gracias por tomarse el tiempo para dejarnos comentarios sobre su experiencia con nosotros. Nos gustaría hablar con usted sobre su solicitud. Comuníquese con nosotros en el concesionario y pregunte por Oscar Platt.
Well I will tell you that the sales service is very good,
Well I will tell you that the sales service is very good, they treated me very well but where they lose all their quality is in the maintenance service. I lived in Orlando and moved to Miami and I want to be a transfer of the service package that I am paying until 01/03/2028 and they won't let me, they say it is not allowed, then I wanted to cancel the service so that they do not charge me more and it is not allowed either and I cannot go every time I have maintenance to Orlando 🤷🏽♀️ in conclusion I am going to lose my money and I am going to lose my services that I am paying until 2028 that is why I am disappointed and sorry to have made my purchase with you, the truth is everything is a lie of you
Well I will tell you that the sales service is very good,
Well I will tell you that the sales service is very good, they treated me very well but where they lose all their quality is in the maintenance service. I lived in Orlando and moved to Miami and I want to be a transfer of the service package that I am paying until 01/03/2028 and they won't let me, they say it is not allowed, then I wanted to cancel the service so that they do not charge me more and it is not allowed either and I cannot go every time I have maintenance to Orlando 🤷🏽♀️ in conclusion I am going to lose my money and I am going to lose my services that I am paying until 2028 that is why I am disappointed and sorry to have made my purchase with you, the truth is everything is a lie of you
- Customer service —
- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Came in for service or repair
Annalay, Gracias por tomarse el tiempo para dejarnos comentarios sobre su experiencia con nosotros. Nos gustaría hablar con usted sobre su solicitud. Comuníquese con nosotros en el concesionario y pregunte por Oscar Platt.
I just leased a 2025 Kia Sportage and Sebastian, JP,
I just leased a 2025 Kia Sportage and Sebastian, JP, Raul, Gabriel, and Joe were all amazing! They really treated me like a family and understood what I needed and gave me a price range that I’m confident with monthly. This car is amazing so comfortable. I would recommend to shop here they will take care of you like family! ❤️ Thank you so much!
I just leased a 2025 Kia Sportage and Sebastian, JP,
I just leased a 2025 Kia Sportage and Sebastian, JP, Raul, Gabriel, and Joe were all amazing! They really treated me like a family and understood what I needed and gave me a price range that I’m confident with monthly. This car is amazing so comfortable. I would recommend to shop here they will take care of you like family! ❤️ Thank you so much!
- Customer service —
- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 5.0
- Does recommend this dealer
- Shopped for a new car
- Did make a purchase
Denise, Providing stellar service is so important to us here at City KIA of Greater Orlando and we are glad that Sebastian, JP, Raul, Gabriel and Joe's efforts could meet your satisfaction and recommendation! We are thrilled to know that they were amazing, treated you like family and understood what you needed. Congratulations on your new 2025 KIA Sportage- behalf of the entire team!
Excellent service, the treatment was wonderful, 100%
Excellent service, the treatment was wonderful, 100% recommended Marilyn Santos the saleswoman, the best… you won't regret it.
Excellent service, the treatment was wonderful, 100%
Excellent service, the treatment was wonderful, 100% recommended Marilyn Santos the saleswoman, the best… you won't regret it.
- Customer service —
- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 5.0
- Does recommend this dealer
- Shopped for a new car
- Did make a purchase
Daniel, We are grateful for you leaving Marilyn this wonderful review and recommendation! We are pleased to know that Marilyn provided you with excellent service and is the best. We hope to have the opportunity to work with you again in the future. We warmly congratulate you on your new vehicle- behalf of the entire City KIA of Greater Orlando team!
I am writing to express my deep indignation regarding my
I am writing to express my deep indignation regarding my experience with the service department at Kia of Orlando. I arrived on time for my appointment at 11:00 a.m., and I was assisted by a young man named Franco, who explained that I had three free services available for the maintenance of my vehicle. However, I later learned that the maintenance included 5 steps, 2 of which were free and 3 were paid, something that was never disclosed to me when I bought the car. I felt completely deceived and extremely uncomfortable. When I refused to pay for a service that was supposedly free, the service representative became visibly upset and acted in a highly unprofessional manner. After waiting for over 2 hours, I approached Franco to ask for an update on the status of my car. His response was a shrug, as if he had no idea what was going on, and he simply told me that it would take at least 3 hours, showing no interest in finding out why the process was taking so long. It is inconceivable that, having owned several other vehicles from different brands, I have never experienced such negligence or such excessive waiting times as I did at Kia. This experience has made it clear that I will never return to a place where I was misled, where waiting times are endless, the customer service is appalling, and the waiting area is so small and depressing that I had to wait outside because there were no seats available. My outrage led me to speak directly with the service manager, Mr. Frank García, who kindly checked the status of my vehicle and, within a few minutes, had it ready for me. In the end, I had to endure a ridiculous wait of 4 hours and 5 minutes to get my car back, and without a wash—because if I had requested that, I would have had to wait another hour! I would definitely NOT recommend the service department at Kia of Orlando, not for price, nor for service, nor for the unbelievable waste of time. If I could rate this experience, I would give them a flat-out F.
I am writing to express my deep indignation regarding my
I am writing to express my deep indignation regarding my experience with the service department at Kia of Orlando. I arrived on time for my appointment at 11:00 a.m., and I was assisted by a young man named Franco, who explained that I had three free services available for the maintenance of my vehicle. However, I later learned that the maintenance included 5 steps, 2 of which were free and 3 were paid, something that was never disclosed to me when I bought the car. I felt completely deceived and extremely uncomfortable. When I refused to pay for a service that was supposedly free, the service representative became visibly upset and acted in a highly unprofessional manner. After waiting for over 2 hours, I approached Franco to ask for an update on the status of my car. His response was a shrug, as if he had no idea what was going on, and he simply told me that it would take at least 3 hours, showing no interest in finding out why the process was taking so long. It is inconceivable that, having owned several other vehicles from different brands, I have never experienced such negligence or such excessive waiting times as I did at Kia. This experience has made it clear that I will never return to a place where I was misled, where waiting times are endless, the customer service is appalling, and the waiting area is so small and depressing that I had to wait outside because there were no seats available. My outrage led me to speak directly with the service manager, Mr. Frank García, who kindly checked the status of my vehicle and, within a few minutes, had it ready for me. In the end, I had to endure a ridiculous wait of 4 hours and 5 minutes to get my car back, and without a wash—because if I had requested that, I would have had to wait another hour! I would definitely NOT recommend the service department at Kia of Orlando, not for price, nor for service, nor for the unbelievable waste of time. If I could rate this experience, I would give them a flat-out F.
- Customer service —
- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Came in for service or repair
We regret to hear that you are displeased with your recent service experience with us. We do apologize for any confusion and miscommunication on the cost of the services and the wait time that occurred during your visit. We would like to speak to you to see how we can help resolve your concerns with our dealership. Please contact us at the dealership and ask for the Service Manager. We hope to your hear back from you.
The service in this dealership is really bad with timing,
The service in this dealership is really bad with timing, I dropped off my vehicle yesterday 11/09/2024 for the regular oil change maintenance, the technician Ricardo Rosario told me that the process should take about 3 hours, but I never received the call, I tried to call them in the afternoon but no answer, I received a call this morning 11/10/2024 saying that I can not get my car back until Monday, 11/11/2024. That there is no other way to get my car back, the service department doesn’t work in a timely manner at all, they don’t respect the needs from customers, and they are making me loose my time. I don’t recommend this service center at all.
The service in this dealership is really bad with timing,
The service in this dealership is really bad with timing, I dropped off my vehicle yesterday 11/09/2024 for the regular oil change maintenance, the technician Ricardo Rosario told me that the process should take about 3 hours, but I never received the call, I tried to call them in the afternoon but no answer, I received a call this morning 11/10/2024 saying that I can not get my car back until Monday, 11/11/2024. That there is no other way to get my car back, the service department doesn’t work in a timely manner at all, they don’t respect the needs from customers, and they are making me loose my time. I don’t recommend this service center at all.
- Customer service —
- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Came in for service or repair
Were very sorry to hear of your service experience with us. We do apologize for the lack of customer service you received and for the delay on completing the service on your vehicle. Please contact us at the dealership and ask for the Service Manager.
I’ll bought a car from City Kia last year - the entire
I’ll bought a car from City Kia last year - the entire purchasing experience was lovely, my salesman was great, etc. When we purchased the car they went out of their way to tell us all about the warranty they were giving us and how “everything” was covered. Fast forward to last weekend, I brought my car in for a regularly scheduled oil change. After being there for 5 hours (after being told it would take 2.5 hours - but I get it, thanks happen) they informed me I needed a new battery. I declined the service at the time since I’d been there so long but planned on getting it taken care of. As luck would have it, my battery died this week. My husband called to have an appointment made. At this time we double checked that this was “included” in our warranty. They asked for our VIN, when we purchased the car, and how many miles were on the car. After all those questions were answered, they confirmed that the battery would be covered. So imagine my surprise when I get an email letting me know they’ve done their diagnostics and we need a new battery and it will cost $311. We got on the phone and had the unpleasant experience of speaking to Mike who is apparently a manager in the service department. He was rude and nonchalant about the entire situation. I then spoke to another manager who offered me a “deal” of replacing the battery for $290. I declined the service for obvious reasons and my husband and I took and Uber to the dealership to pick up my car. There we spoke to Joe Manno - who was absolutely lovely. He is the only person we talked to in this situation that actually seemed to care and he’s also the only person who apologized for the miscommunication. He was nice enough to bring out the Operations Director, Preston. I wish I could say that Preston was helpful or helpful even friendly but he wasn’t. He came over and has a condescending attitude and again, failed to apologize. Keep in mind, I made it very clear when I spoke with Joe that I wasn’t looking for any free services, didn’t expect them to provide a free battery, etc. I just wanted to address the customer service aspect and for Preston to not even offer an apology is honestly outrageous and horrible customer service. Apparently the miscommunication happened when my husband called the schedule the appointment. Since we bought our car used, the warranty that convered the battery expired this summer. I understand that it things happen, I’m not upset with the representative who made the appointment, they just forgot to ask if the car was purchased new or used. I am upset with how this whole thing was handled, however. Aside from Joe, every person we spoke to was completely unbothered by the whole situation. And when Preston condescendingly tried to blame my husband and I for not knowing the warranty only applied to when the car was first bought new, he couldn’t answer my question about if it was my fault that his staff couldn’t figure out that a 2021 vehicle wasn’t purchased new in 2023. I really can’t stress enough that we weren’t asking for anything. Mistakes happen, we are humans and we understand. But I did expect an apology since the miscommunication came from their end. Overall, a really frustrating and frankly disappointing experience with every member of management we interacted with (except Joe!) 2 stars, one for Joe and one for the other staff members who are always friendly.
I’ll bought a car from City Kia last year - the entire
I’ll bought a car from City Kia last year - the entire purchasing experience was lovely, my salesman was great, etc. When we purchased the car they went out of their way to tell us all about the warranty they were giving us and how “everything” was covered. Fast forward to last weekend, I brought my car in for a regularly scheduled oil change. After being there for 5 hours (after being told it would take 2.5 hours - but I get it, thanks happen) they informed me I needed a new battery. I declined the service at the time since I’d been there so long but planned on getting it taken care of. As luck would have it, my battery died this week. My husband called to have an appointment made. At this time we double checked that this was “included” in our warranty. They asked for our VIN, when we purchased the car, and how many miles were on the car. After all those questions were answered, they confirmed that the battery would be covered. So imagine my surprise when I get an email letting me know they’ve done their diagnostics and we need a new battery and it will cost $311. We got on the phone and had the unpleasant experience of speaking to Mike who is apparently a manager in the service department. He was rude and nonchalant about the entire situation. I then spoke to another manager who offered me a “deal” of replacing the battery for $290. I declined the service for obvious reasons and my husband and I took and Uber to the dealership to pick up my car. There we spoke to Joe Manno - who was absolutely lovely. He is the only person we talked to in this situation that actually seemed to care and he’s also the only person who apologized for the miscommunication. He was nice enough to bring out the Operations Director, Preston. I wish I could say that Preston was helpful or helpful even friendly but he wasn’t. He came over and has a condescending attitude and again, failed to apologize. Keep in mind, I made it very clear when I spoke with Joe that I wasn’t looking for any free services, didn’t expect them to provide a free battery, etc. I just wanted to address the customer service aspect and for Preston to not even offer an apology is honestly outrageous and horrible customer service. Apparently the miscommunication happened when my husband called the schedule the appointment. Since we bought our car used, the warranty that convered the battery expired this summer. I understand that it things happen, I’m not upset with the representative who made the appointment, they just forgot to ask if the car was purchased new or used. I am upset with how this whole thing was handled, however. Aside from Joe, every person we spoke to was completely unbothered by the whole situation. And when Preston condescendingly tried to blame my husband and I for not knowing the warranty only applied to when the car was first bought new, he couldn’t answer my question about if it was my fault that his staff couldn’t figure out that a 2021 vehicle wasn’t purchased new in 2023. I really can’t stress enough that we weren’t asking for anything. Mistakes happen, we are humans and we understand. But I did expect an apology since the miscommunication came from their end. Overall, a really frustrating and frankly disappointing experience with every member of management we interacted with (except Joe!) 2 stars, one for Joe and one for the other staff members who are always friendly.
- Customer service —
- Buying process —
- Quality of repair —
- Overall facilities —
- Overall experience 2.0
- Does not recommend this dealer
- Came in for service or repair
Brittany, We're disappointed to hear of the negative experience you had here at City Kia of Orlando. We would welcome the opportunity to speak to you. Please contact us at the dealership and ask for the General Sales Manager. Thank you.