Napleton Kia of Carmel

We visited Napleton Kia on two consecutive days. On the first day, we were just lot hopping looking at options. We spoke to the salesperson who approached us and found a few possibilities. We returned the next day, requested the same salesperson and immediately told him our absolute no-wiggle room budget. After test driving one of the cars we picked out the day before, we proceeded with the paperwork to purchase the car. About a half hour into doing paperwork, the salesman tells us there is a mandatory additional $2,000 fee for the car that covers some superfluous paint coat and theft protection. This additional $2,000 put us $500 over budget before taxes and document fees. Ultimately, this would put us nearly $2,000 over budget. Again, the salesperson knew our budget before we touched the car and he also knew there was the additional $2,000 fee but he neglected to mention it. After explaining for the third time that our budget is set in stone, the salesman brought in his manager who told us they can't make any money on any of their cars without this charge. We walked away from the sale at this point and the manager followed us outside and offered $1,000 off. We explained yet again that we were using outside financing and our loan was the absolute limit for our budget. The manager said he would go and talk to his boss and see what he could be. He never came back. They wasted about two hours of our time, purposefully left out information about additional "mandatory" fees and were very pushy about doing their own financing. The majority of the employees also did not wear their face masks correctly as a COVID precaution. I would not trust Kia of Napleton for any of my business. 

The team at Napleton Kia of Carmel were professional, courteous and went above and beyond to make certain I was able to get my car. We were able to close the deal! Thank you Marcus, Sergio, and Malcolm for all your hard work and for making me so happy.

The team at Napleton Kia of Carmel were professional, courteous and went above and beyond to make certain I was able to get my car. We were able to close the deal and I have the car of my dreams. Thank you Cory and Garrett for all you hard work and for making me so happy.

Before I even sat down, the salesperson told me about a service package and a Zylon paint /rust package the was added to every vehicle. That was an additional 1,999. It was their policy! I went there to buy a car, not a package. After 3 trips to the dealership I was done. The car I was looking for was a bit of a stretch for my budget, but they kept adding cost and it put me about 6k over the price of the car. No discounting! Then they tried to offer me a new car more to my budget. I didn't what to buy that style of car! They were following me out the door to try and get a sale that day! They are looking for suckers to buy cars and way over charge them. Beware! They told me that the extra value package was just how Napleton does business. Obviously, it works for them, but I didn't just fall off the turnip truck!

Scheduled an appointment to look at an suv. When we arrived, we told them we had this appointment and were quickly passed off to a newer employee. He had to tell us the vehicle we made an appt to see was just sold an hour ago. I don't believe this vehicle was ever on the lot to begin with. Regretfully, we looked at another vehicle and were interested, so began to discuss cost. It's common to have to haggle and make a deal at car dealerships, but this was the most ridiculous experience we've ever had. The "tricks" were transparent and not very well executed. Even after calling them out, it was impossible to get a straightforward rundown of what we'd be paying for. Two hours, two sales guys later, the numbers still weren't adding up, so we got up to leave. Twice. The more senior staff was throwing the newer under the bus, saying he's just not seasoned or authorized to do what I can, he should have/shouldn't have said this or that. (Never trash your staff! You don't stand behind them, I assume you don't stand behind your product or your word, and if they aren't up to standard - why not? Who trained them?) Anyway, at the door, a manger of some kind begged us to let him "take a shot" and what ensued would have been so insulting if it wasn't hilarious. Just full on belligerence - the kind of intimidating, condescending stereotype of the car salesman you'd find on a sitcom. He interrupted, didn't listen to us at all, kept aggressively insisting this was the best deal we'd ever find, he's the cheapest in town, others are interested and the car will be gone so hurry up, etc. Interestingly, at this point no one was as busy as they had been because there were at least 5-6 guys all hanging out, watching and listening, making faces. This place is only about the sale, and not at all about service. Even if they gave us a fantastic deal on the car (which they didn't), we weren't just looking to buy a vehicle. We want confidence in the follow up and the service that comes in the future, and this isn't the place to find it!

Zakeen was really helpful throughout the whole process. Very easy going and patient throughout the buying process. Would recommend him as a sales person definitely

I made an appointment to look at a used 2008 Mercedes they had listed on their website, carfax and Facebook marketplace. Michelle confirmed by appointment by email and said she'd make sure to have the car ready to go when I arrive. She asked for my phone number for a file so I obliged. Today they confirmed my appointment yet again by text saying "we'll have the car gassed and cleaned and ready for you". I arrived at the dealer and they started asking me what attracted me to this car, trying to sell me something else, and they stated the car sold last week! The Facebook listing was made THIS week. As of right now writing this review, the car is not only still listed but they've lowered the price on their website and Facebook! The car that does not exist is now cheaper for more people to come look at. I had to find a babysitter, drive 45 minutes and waste my time and gas AFTER confirming my appointment twice and they never even had the car to show me. Don't be fooled by this bait and switch. I expect this kind of behavior from seedy used car dealers, but not a supposedly professional Kia dealer.

I had gotten a Truecar offer for a used Lexus that seemed like a good deal compared other dealers. After sending the inquiry, I got a call shortly there after, spoke to the Internet salesperson Tyler who was friendly and I thought I'd have a car purchase within a couple days. Tyler said he would send my details to the "Finance Department" who would be able to provide me with the all-in out-the-door price since that is how I would be able to compare to other vehicles at other dealers and that someone would get back to me by the end of the day...no one did. I called the next day, still no one did. Kept getting routed through various voicemail systems after someone picks up so I never got a live person on the line to return my call (they have some call service that routes calls, not someone at the specific location!). I was persistent because I was ready to make the purchase after selling my car and thought it was a decent price so finally after the 10th call, someone ended up calling me back. Spoke to someone named "Ken" from the sales floor in the morning who answered my questions and I was very transparent with him that I had another car I was looking at, and that I would make a purchase decision today if he could send me the offer by email in writing as well as answer one outstanding question I had left which I texted to him. I never got the email, and he never answered my question...I had been on conference calls the whole day and texted "Ken" in the afternoon again to check on the status. He responds "Sorry been very busy with customers. The Lexus did sell. Thank you for inquiring on this unit." A good customer service rep would have called or responded back to me before it sold because I literally had told him I was going to make the decision today, just common courtesy or given me an option to reserve with a deposit. This is incredibly terrible service and a good indicator of how well they serve their customers; maybe it is a blessing in disguise since buying a car from them would mean going back for service like this in the future...no thanks! No matter how good their deals are, I will not buy a car from this dealer. Integrity matters and this dealer does not seem to possess any; if they are not willing to send their offer in writing, that also should have been a red flag.

I made an appointment to look at a used 2008 Mercedes they had listed on their website, carfax and Facebook marketplace. Michelle confirmed by appointment by email and said she'd make sure to have the car ready to go when I arrive. She asked for my phone number for a file so I obliged. Today they confirmed my appointment yet again by text saying "we'll have the car gassed and cleaned and ready for you". I arrived at the dealer and they started asking me what attracted me to this car, trying to sell me something else, and they stated the car sold last week! The Facebook listing was made THIS week. As of right now writing this review, the car is not only still listed but they've lowered the price on their website and Facebook! The car that does not exist is now cheaper for more people to come look at. I had to find a babysitter, drive 45 minutes and waste my time and gas AFTER confirming my appointment twice and they never even had the car to show me. Don't be fooled by this bait and switch. I expect this kind of behavior from seedy used car dealers, but not a supposedly professional Kia dealer.

My daughter ended up purchasing the used vehicle we looked at. But in the 50 years I have been alive and over 12 cars purchased, this was THE worst experience ever. The only reason we went through with the purchase was: 1. Zakeen Valentine at Napleton Kia getting involved in the final sale and seeing the paperwork through to completion. He was the only one attentive to us in the entire experience. 2. The TrueCar guaranteed price was the best value over countless vehicles we looked at. After looking at many other cars and dealerships, my daughter contacted Kia by phone concerning a used vehicle. They set up an appointment time indicating with their VIP test drive treatment, we would be met at the door with the car ready for the test drive. In the end VIP felt more like “Very Insignificant People” treatment. A few specifics on this: 1. TEST DRIVE: When we arrived at the dealership, no one knew we were coming nor had the car ready. We waited 15-20 min being passed around from 3 people to be assigned to a very nice but clearly new employee likely there for a week or less. After struggling through the paperwork to allow a test drive, we finally drove it. 2. NEGOTIATION: Manager and new guy insistent there was a huge sale and we should not go to a mechanic and finalize the deal today. The initial sales price took a long time to get and not even close to TrueCar. My daughter tried to explain that she had this true car pricing of a lot more off list price, started explaining the paperwork, when the manager cut her off stating “Yah, yah, yah I know about True Car, not sure I can offer this price, let me talk with the sales manager”. After 30-40 min of being kept waiting and several times coming back with offers less than the TrueCar price, we finally insisted on the price and briefly acknowledge they would meet it. 3. PAPERWORK: We were put in an office with paperwork and keys all over and throughout the rest of the early evening, people were constantly coming in, brushing up against us, and grabbing stuff. Based on the current COVID-19 state, was not a good location to put us to finalize the paperwork. After being assigned the new guy who did not know how to do the paperwork we insisted on help and then met Zakeen who helped with most of the process. After working through the paperwork, Zakeen left and I spent the next 15 minutes with the new guy working out the final paperwork and the amount of the deposit. When the deposit was given, I was then told by multiple people while leaving to please go to the website and rate the experience as 5 stars. 4. PICK UP: After a subsequent pick up of the car for my mechanic to check it the day before, we went back to the dealership to make the final payment. After 30 minutes of waiting (again we had a scheduled time) I was told it would not be long before we went in to talk with financing. Had to stress again we were not financing. Went out to see the car before paying, we found it had been hastily washed (missed locations) and clearly not detailed as promised. When asked if it was ok, I stated no and pointed out the issues. Nothing was offered, I finished payment and left as I was done. Most disappointing was that my daughter was not given this respect and courtesy and I had to calmly but forcibly inject myself into the process, make people stop, listen, and write things down. In addition, on the weekend we went it was moderately busy, but on the day we picked up, the dealership was dead so no reason we should have waited. I sent a message to our initial internet contact person with these concerns who never responded. At the dealership, the assistant manager nor manager were not interested in offering up how they could handle our concerns. I would say unless you know you have a much better price on a vehicle at this Kia than anywhere else, I would go somewhere else.