A few bumps but overall great place.
November 6, 2018
Went to this Kia to get three recalls done on my van. Most of the people were pretty kind for the most part. The first day I went to get the recalls done, my appointment was at 9:30am and they said my vehicle would be ready by 2:30-3. Prior to them taking my vehicle, I asked since the control arms would be replaced, would I also be receiving an alignment, since at that point my alignment on my vehicle was fine. My service advisor Katie, stated yes. I never received a phone call so I called them. They said it would be a little bit longer because "he's banging with a mallet because he's having trouble taking off the part." Again I called a few hours later after not hearing anything, they stated my vehicle wasn't ready and would need to stay overnight and would be ready by 10:30am. I said okay that's fine. Next day, I again, never received a phone call and called myself around 10 and the work still was not completed. Katie stated if it wasn't done by today they would look into getting me a loaner car. Around 1, I called again and my vehicle was done. I went to pick up my vehicle. They did not tell me I would need a second appointment to install the door latches. They also never aligned it. So, I called again to schedule another appointment due to it not being aligned, and asked if I also needed to make an appointment for the door latches since no one had mentioned anything about it. They had simply said I was "good to go." Went to my next appointment two days later, dropped off the car at 12:30 they stated it would be ready in an hour and call me. I got there at 2:30 after never receiving a call, and the service technician didn't know I was behind him. When asked if he finished on the van, he stated "I haven't started on that xxxx yet." So again, I am asked to wait until 3:30 and they will call me when it's done. I again, never received a phone call and just showed up close to 4:30. The work on the door latches was completed however the main reason for the appointment (for the alignment) was not completed, but they stated my vehicle was "done and ready to go." After I left I then called to speak with a manager, my first call was ignored and they let the phone ring for almost two minutes. I called back and requested not to be transferred but to be put on directly with a supervisor or manager. The manager, Joe, stated that they are not required to do alignments on the recalls they did. When I explained it's a control arm and suspension work requires an alignment. He stated yes but the recall doesn't include an alignment and then stated he would actually like to drive the vehicle himself at a third appointment. Had I not been told after I asked on the very first day I would be getting an alignment I would have been fine, however they told me not once but FOUR times that they would be giving my vehicle an alignment and it was never done. I'm taking it back today to see if they will give the van an alignment but after all of the xxxx we've gone through I'd rather go somewhere else. Also, according to Kia customer service and the manager, the recall states they are not required to do alignments after replacing the control arms (major suspension work), this would be at the discretion of the dealer. Edit: After the service manager Joe learned about my experience he did his best to correct the situation even though I was just given incorrect information by a member of the staff. I was given an alignment and due to having to make so many appointments and the experiences he also mounted and balanced our new tires for free. During our time there, they kept us informed and made sure we were comfortable, not one but about six people asked us if we were okay or needed anything while we were there. Joe also test drove it before and after and test drove it with my husband as well. Overall, I will likely return to this dealership for any future needs.