Excellent Service in a Challenging Situation
November 6, 2018
The quality of service that I received at Clay Cooley Kia in Irving defied the negative stereotypes that some believe in working with a dealership. In October 2016 I used my Kia warranty to tow my 2015 Optima EX to them to repair a flat. John Monigold, who was in the Service department at the time and has since been promoted to Parts manager, received my car into Service. They quickly repaired the flat and provided an honest evaluation of my systems, made recommendations for maintenance, but never “pushed” me. Instead, John simply showed me what my air filter looked like and informed me what needed to be completed then and what could wait. Being the daughter of a mechanic and having a bit of knowledge about cars, this immediately earned my trust.
After leaving, I discovered that the towing company had damaged my car. Despite being at the end of the day, John made sure it was towed back within the hour.
Even though I did not purchase my fresh-from-the plant new Optima from Clay Cooley Kia, John was my advocate and was protective of my rights as a Kia customer, doing all in his ability to keep any stress of the situation off of my back. This included working with the towing company, their insurance companies and even Kia corporate on my behalf to make sure I was a satisfied customer.
In his communication with me, John was patient, friendly and well-informed. He also made sure I was aware of the progress every step of the way. I never worried because I felt my car was in good hands.
I’m pleased with my Clay Cooley Kia experience and will be doing business with them again, including for my Optima maintenance needs. Although everyone I spoke with was friendly and helpful, I hope they use John as a model there and at other Clay Cooley dealerships for what an excellent customer experience, especially in a challenging situation, should look like. Having a 20+ year career in sales, marketing and customer experience, I know a quality experience when I see one and this was it.