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The service department is great. The staff is friendly, attentive, knowledgeable and most importantly professional. I wouldn’t take my car anywhere else.... Great staff !
Great and friendly service. Our Salesperson was knowledgeable and made the process easy. The selection of vehicles was excellent considering we were buying... a very popular vehicle. We will be back for another.
This was the Best experience in all my years of buying cars. We knew what we wanted and Tom treated us as the knowledgeable consumers that we are. He was... no pressure and let the car and deal fit into our making our choice. We leased a 2017 'Designer Package' KIA SOUL and couldn't be happier. We were emotionally tied to our previous 2005 Cadillac SRX, but it was time to seek out a vehicle that is fun, classy and reasonably priced. Looking forward to our future relationship with KIA of St Augustine!!!
Thank you so much for the kind review. We are so happy to hear that we were able to get you in the vehicle you wanted. Welcome to the family.
On 2 October, 2019, I purchased a 2012 Honda Crosstour 54k miles from Family KIA of St. Augustine. The dealership provided a copy of the vehicle’s Carfax... report that showed no accident history and a record of regular service. I asked the sales agent, Mike Schriner, for the record of service performed by Family KIA. He left the desk and came back several minutes later assuring myself and my spouse that the vehicle was thoroughly inspected and serviced. When we test drove the vehicle, the sales agent and ourselves heard a noise from the brakes. He assured us that the noise was because the vehicle has been standing at the same spot for a long time and the brake rotors were becoming rusty. After returning to the dealership, we looked at the rotors and visually confirmed rust on the rear rotors. Other than the rust, the vehicle was represented as being in perfect condition. On 20th of October, the vehicle started making increasing amount of noise coming from the braking system. We stopped using the vehicle and took it to the local RPM automotive shop the next day. RPM Automotive found that the rear right brake was locked up and would not release the pressure. The brake line going to the rear right caliper was swollen. RPM Automotive recommended replacing the whole rear brake system to include rotors, calipers, and lines at the cost of over $1200. I immediately contacted Family KIA of St. Augustine and spoke with the used car sales manager, Don Elliot. At first, he refused to acknowledge any responsibility for the vehicle. After an intense conversation, he agreed that the brakes should not have failed after such a short period of time. He checked the vehicle’s record and found out that the dealership’s service center rated the brakes at a four, while it is the dealership’s policy to replace the brakes at a three. He stated that he “takes brakes very seriously.” However, he expected me to drive the vehicle from Jacksonville, FL to St. Augustine, FL with a locked up brake. He also refused to pay for any repairs done at RPM Automotive. I informed him that RPM Automotive did not perform any repairs – they simply diagnosed the problem. After further argument, he agreed to tow the vehicle to Family KIA of St. Augustine. The vehicle was picked up from RPM Automotive on 22nd of October around 1500. On the 24th of October, Matt from the service department of Family KIA of St. Augustine called me to inform that they resurfaced the rear rotors and replaced the brake pads without addressing the cause of the brake failure – a locked up brake caliper and a failed brake line. I informed Matt that this did not fix the problem and requested that he speak with the sales manager, Don Elliot. Later the same day, I spoke with the used car sales manager, Don Elliot, who requested that I pick up the vehicle and drive it away with a band-aid fix of the main issue. I informed him that the vehicle is not safe to operate, the brakes will fail again but he would not listen. Instead Don told me he will absolutely not tow the vehicle, he already did so once. I told him that I would report this to his manager, the Better Business Bureau and write reviews on Google, Yelp and share this with all of the Military Facebook pages I know of. Don Elliott told me to “go ahead and do that.” After hanging up with him, I called the dealership and asked to get transferred to his superiors. The secretary informed me that the owner was out of office but the general manager, Wayne Acosta, was there this day. She put me on a brief hold to inform him I was on the line and upset. He told her he would call me back after he got all of the information. I called back several times on the 24th of October but was only able to leave a voicemail. October 25th, VM left to Wayne Acosta again, and Almir Durmic. I will contact JAG on base for assistance if I do not get my desired outcome.
I emailed the dealership that i was looking for a certified preowned Optima. They asked when i would arrive and they had three parked out front for me... to choose from. I picked one and they showed me the price and the KBB price. They did not try to sway me to a newer car and did not use high pressure to get me to buy. They were very courteous. The process was painless and took less time than i have ever experienced in my car buying history ( i have purchased at least seven cars at various dealerships). I did have to have it serviced within a months time, all under warrantee and that experience was great. They have the most comfortable chairs. A plug in handy. A mini fridge with water. A bowl of several fruit choices. A box of donuts and cookies.
I always go to Family Kia for all of my car buying and service needs. They have exceptional attitudes and excellent amenities while you wait.
Another excellent experience at Family Kia getting my vehicle serviced. Each time I go they know me by name and always make me feel welcomed .
I Love this Dealership! Always have a Great experience, I Live in Jacksonville but I drive the 40 minutes just to get my oil changes! Friendly staff and... Great Service!
Been a customer for awhile traded in my forte for something bigger. Tom was geeat as always however new finance manager is rude did not put down his phone... and when I was trying to explain to him I was look for help because the car is to much for me. He told me I can not help you! And hurried me out his office so Tom can take care of me. This is not red carpet service they will not help you at all. Do not go here looking for help after being a long time customer. Called and left a message for the general manager has not yet returned my call. Will not be trading in my car here.
Hello, we are sorry your were not pleased with your experience at Family Kia. We do our best and are sorry if after trading in a vehicle a few months... ago for a larger more expensive vehicle and now wanting us to make the payments lower we were unable to assist you. We would certainly like to be able to assist you if possible. As far as the General Manager returning your call , its currently 10.56 am on Monday morning and he advises he had just spoken to you?? If this is not correct please let us know. Again we apologize if we were not able to accommodate your request . Thank you
Salesman, Renny Imperial was the greatest!! He did everything in his power to make sure we got the best deal and was very helpful and very patient also... with me making decisions. All the employees that were present when I was there was very nice, offering snacks, water. They were very attentative on letting you know time frames on things.
Thank you for the kind words! We really appreciate it!