Eve Qla

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Verified Reviewer

They lie and Forge signatures on reviews

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Terrible experience, then they filled out their own satisfaction survey under my name and forged my signature to it. And the knuckleheads had the gall to email me a copy, complete with my forged signature.
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Pros:
  • Close to other dealers
Cons:
  • And deception
  • Misdirection
  • Constant lying

Preferred solution: Apology

Sara G Hlm

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Verified Reviewer
| map-marker Elk Grove, California

Engine dead at 51,000 miles, not honored by warranty due to a recall not performed that I never received notification for.

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If I could give zero stars I would!!!!

Took my vehicle in to Elk Grove Kia on 09/07/21 because my engine was knocking and my A/C went out. I called back in July to schedule this appointment, they were booked two months out at that point.

Upon arrival and meeting with the service assistant Audrey she let me know there were three different recalls on my vehicle. I had no idea, never received any information regarding any of the recalls and expressed this to her at this point. On September 14th I was told my engine was bad and needed to be replaced, and that it looked like it was under warranty, that she was going to get a hold of them and will get back to me. On or around 09/20/21 I received a voicemail from Audrey stating the warranty company denied the engine replacement and I should call Kia Consumer Affairs and make a claim, however when she was reading off the number on the voicemail, it cut out and I couldnt get all the information.

I called her back and did not receive a response from her until 09/24/21 to get the number. I asked why it was being denied, she had told me it was because my engine overheated, which is untrue. My car has been parked for almost two years because of the pandemic, my gauges never indicated that it was overheating and the check engine light never went on (and it wasnt on when I drove it into the shop, and temperature was fine according to my gauges), I asked her to research this further and she said shed call me back. When she did call back, she told me that it was because I did not get the recall performed (I had no idea there was a recall).

I filed a claim with Kia Consumer Affairs asking for a Good Faith request because I never received notification of the recalls. The only communication that I received from them stating they were still working on my claim and they would get back to me. Weeks went by and I did not hear anything. Their email that they sent on 11/2/21 said to reply to that email so it links the case number.

I emailed on 12/2/21 and received and automated response that someone will contact me shortly. I emailed again on 12/13/21 asking for an update. Finally on 12/14/21 I called in and spoke to their representative James who ended up putting me on hold for over 10 minutes while he researched my claimcoming back with this remark hot off the press just now, but you are not going to like what it saysyour Good Faith claim has been denied. Obviously at this point Im pretty mad and asked for them to have the case manager call me immediately.

We disconnected the call. Not even 15 minutes later I get a call from case manager Peggy. I told her what was going on and she put me on hold, and about 10 minutes later, she comes back with the reason your Good Faith claim was denied was because the vehicle was brought in for similar problemshere is where it gets interesting, she goes on to tell me there are three work orders for the same complaint. One on September 7, the other on the 14, and the other on the 24th.

At that time I told her that I have only brought my vehicle to that dealership once, and that was on September 7th. The vehicle has been parked there since. She said she had to research further and would get back to me. At this point we ended our conversation and I called William at Elk Grove Kia, he was not at his desk at the time so I left my number with the receptionist to have him call me back.

He called back about ten minutes later. I requested all repair orders from my vehicle that they have on file. I told him that I only brought my vehicle once and why were there three work orders in the same month for similar complaints. That I feel something shady was going on within that dealership.

That is when he told me that is why Audrey is no longer employed with the company. I only signed one work order and did not authorize the others. So now because of these work orders being created without my knowledge my Good Faith claim is being denied. The extended warranty Kia offers when you buy a used vehicle is crap, it is expensive and does the consumer no good.

Sad thing is there is another woman in the same situation as me too. I wonder how many more there are.

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Pros:
  • Service manager is pleasant and understanding of situation
Cons:
  • Horrible customer service
  • Falsifying records

Preferred solution: Engine replacement. My engine has 51,000 miles and is still under warranty but was denied due to recall not being performed which I had no idea about.

User's recommendation: Do not buy a car from this dealership and do not purchase extended warranty they will find every way to not cover it.

George M Zqy

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Verified Reviewer
| map-marker Elk Grove, California

Customer Service- 2016 kia optima

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I called earlier today 11/10/21 to speak to a service advisor and I was told they were too busy to talk to me about my car and if I wanted to make an appointment to bring my car in or towed in, that they would not be able to attend to my car until sometime in December. This vehicle is used daily by my wife to go to work and cannot wait till December to be seen.

I then asked if someone could call me back to answer some questions I have, and still have not heard back. I understand your being busy, but you weren't busy when I bought the car and now that I need help, I'm put off for a month.

Not happy with the customer service, it seems I was being brushed off and my engine problem was mine and not your problem, I'm not a bit pleased with the customer service I have received. please can someone call me.

george moreno 916-761-****

george moreno, 916-761-****

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Preferred solution: Let the company propose a solution

User's recommendation: don't do business with kia, go to a dealer that cares about you after you buy a car

1 comment
Guest

I agree calling the service department there is a bear. Half the time they never answer your call.

Katie B Prc

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Verified Reviewer

Provide better customer service

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My name is Katie Banks. I am writing regarding service at Elk Grove Kis 8480 Laguna Elk Grove Dr. Elk Grove Ca. 95757. I purchased my car in 2005. I have always taken my car to the Elk Grove dealership. On my last two visits, there were several problems. The main issue is that the technicians are unable to determine to to repair my car. I was told by my count nota the person Akaash Niakar that the technicians are accustomed to working on new model cars. Because of this, I am inconvienced by having to wait longer for repairs. On December 4 I brought my car in to check the brakes. I did not receive my car back until December 12. On December 15, the car stopped me. Due to many problems on their end. My bill was reduced. I took it back to Kia. again yesterday. Akaash Niakar stated that they cannot duplicate the problem and it will take time due to my car being an older model. He also stated that this a new problem and I would have to pay for the repair. I do not feel that I should have to pay. I only had the car 3 days and another problem has occurred. I am reaching out to you for assistance to resolve the issue and provide me with customer service that everyone deserves.
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Reason of review:
Poor customer service

Preferred solution: Price reduction

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