The Kia Store Preston

I rarely leave negative reviews because I have worked in customer service for many years and understand that mistakes can happen. I also try to be patient and respectful, which is why I gave this situation every opportunity to improve before deciding to share my experience. I recently purchased a used Kia Soul from a Kia Store in Lexington and after driving it for 10 months with no accidents or damage, my check engine light came on. My driver side headlight also went out and after trying a new bulb, it still didn’t work. I had originally called the xx Matthew’s Kia store since it is closer to my home but they were booked for weeks. They said there was availability at the Preston Highway store and they could schedule me over the phone, so I did. I showed up the night before my appointment to drop it off and the appointment was never entered into the system. Luckily they could still get me in with a service advisor named Brian Kundert. After the vehicle was inspected, I was told I needed a complete engine replacement costing approximately $7,000, as well as an entirely new headlight assembly. The service notes also stated that the headlight bulb was missing, despite the fact that I had recently purchased a new bulb and locked it in place when attempting to repair it. Communication throughout the process was poor. Calls often went unanswered, promised callbacks rarely happened, and I frequently had to contact the dealership multiple times just to receive basic updates. At one point, my warranty company informed me they had no record of information I had been told was already submitted. After weeks without my vehicle (it was dropped off September 3rd and wasn’t ready for pickup until September 28th), I was eventually informed that the engine replacement would be covered under warranty and they would have it ready the following week. Also, a second technician later discovered that the headlight assembly did not need to be replaced at all. A bulb was simply installed correctly and the light worked. However, they would still be charging me for a new bulb even though the bulb I had purchased and replaced was from their Part Store with assistance from one of their employees. This raised serious concerns about the accuracy of the original diagnosis and whether I could have been charged unnecessarily for repairs that were not needed. When I picked up my vehicle, staff initially did not know what charges were due because my advisor was on vacation and left no notes. Fortunately, they only charged me for the deductible on my warranty. On top of that, the check engine light was still on when the vehicle was returned to me. I had to go back inside before a technician determined it was a sensor that needed to be reset. What concerns me most is not that mistakes were made but rather the lack of communication, the inconsistent information, the apparent disconnect between employees, and the absence of accountability throughout the process. Despite expressing my concerns directly, I never received an apology for the experience. I was only encouraged to leave a review. I’m honestly not sure where to go for future repairs as this entire experience involved mistakes from Kia Store Lexington, Saint Matthew’s, and Preston Highway. Hopefully, this review will result in better communication, organization, and attention to detail.

BOUGHT A TRUCK THERE IN JAN 2025 - NOTICED ITS BEEN RUNNING FUNNY THE PAST FEW MONTHS, SO I FINALLY HOOKED MY SCANNER UP TO IT, ITS THROWING CODES FOR A BAD TRANSMISSION. ( SEPT 2025 ) I HAVENT EVEN PUT 2000K MILES ON IT SINCE I WORK REMOTE. BEEN TRYING TO GET AHOLD OF THE MANAGER SHANNON SHELTON AND HE KEEPS DODGING PHONE CALLS. LOOKED AT MY PAPERWORK, THEY DONT EVEN DO A FULL WORK UP ON THESE VEHICLES BEFORE THEY SELL THEM. ONLY A CARFAX , WIPERS, ROTATE/BALANCE REFUSED CABIN AND AIR FILTER CHANGE NOTED THEM AS DIRTY. THATS IT!!!!!!! NOW I HAVE TO PUT IT IN THE SHOP TO HAVE THE TRANSMISSION FIXED. MAKE SURE IF YOU BUY FROM HERE YOU TAKE IT TO A SHOP FIRST OR BRING YOUR OWN SCANNER AND CHECK FOR BAD CODES.

I purchased a new K4 earlier in June from Kia Preston Highway and the overall experience was fantastic. I spent a couple of hours a week prior seeing and test-driving multiple models to familiarize myself with what Kia had to offer. Morgan patiently walked me through each model and answered all my questions. She was not pushy; she did not try to steer me in any direction. She let me figure out for myself what I ultimately wanted without resorting to any high-pressure sales tactics. When I made my decision and submitted a credit application, Alex got back with me quickly and made the arrangements for me to come in the next morning to sign all the paperwork. The process went smoothly; everybody was friendly and helpful. The finance department even worked to get me the best interest rate possible. I love the car and can honestly say that this was the best car-buying experience I have ever had. If you are interested in buying a Kia (and you really should), Kia Preston Highway will take very good care of you. Especially if you work with Alex and/or Morgan. I cannot recommend this dealership enough.

My name is Orquidea the experiencia in the store Kia is Excelente,the service for the People store Joe, Admet and finanze is excelente.Thanks so much for my help.

JEROME HARRIS is an excellent Sr. Sales Consultant. We have worked with Jerome for the last two Kias we purchased and plan on working with Jerome in less than two years when our lease comes due! We highly recommend working with Jerome!

Saint- Louis and Jay were absolutely easy to work with! Kept it real and got the deal done! Forever a Kia girl!!!!!

They got me in sooner than my appointment time. Everyone was friendly. We was able to get things worked out and approved for me to drive away in my brand new car. Thank you for helping me during the car buying process. We made it through.

I was greatly impressed with my experience at the Kia Preston store. Keyshawn Bell was absolutely fabulous to work with. No pressure, thorough, kind and considerate. A much better experience than what I got at Kia East.

Saint-Louis was wonderful to work with and the Kia store really made sure all my needs were met, while being realistic about what they could do.

Flawless transaction! Exceptional! This 2025 Sportage EX is the 6th KIA vehicle purchased from the KIA Store Preston and including a '96 Plymouth Voyager and a '99 Chrysler Voyager the 8th overall from the Montgomery franchises.