I wanted to take this opportunity to acknowledge and express appreciation for the outstanding customer care that I received from several members of your team earlier this week (RJ Lewis, Service Advisor; Tom Smith, Tech; Brian Johnson, Shop Foreman).
In recent weeks I brought my 2004 Kia Sorrento to a local repair shop close to my home where I normally have maintenance and oil changes done on the vehicle. The vehicle was creating a whirring and popping noise on a recurring basis when I would enter into turns, or go in reverse. Additionally, the speedometer stopped functioning and the check engine light came on.
The local repair shop diagnosed various things going on, ultimately treating each of the matters in isolation. When I picked up my vehicle when it was ready, I drove it for less than 24 hours and all of the issues I had brought the vehicle in for reoccurred and the steering was becoming tight on occasion. I contacted the repair shop to ask them if they had even done the work they billed for. They had, but said to bring the vehicle back in so I did.
When I picked up the vehicle the second time it was ready, it drove fine for the first day. The next day, Saturday, all of the original issues reoccurred. At this point, I was livid, could not trust the work of the repair shop. I chose to take the rest of that Saturday going to recommended shops and dealerships to ask for a mechanic to ride in the vehicle with me and put the vehicle on a rack to see what they would assess the issue was. Ultimately, on that Saturday and the next Monday I visited 3 other recommended service shops and Ed Voyles Kia Service Center.
At Ed Voyles Kia Service Center, yur Service Advisor, RJ, took the time to listen to the situation, and your technician, Tom, spent time that afternoon in the vehicle with me to hear the noise and then look at the car on the rack. When the vehicle was on the rack, your Shop Foreman, Brian, and your technician, Tom, went what I would consider to be above and beyond what would normally be expected to investigate the situation and land on what two of the other three shops had indicated – there was an internal failure in the transfer case that was causing the noise and the shearing of the speedometer gear (which then triggered the speedometer to malfunction and the check engine light to come on).
Beyond diagnosing the issue correctly, your team also fully understood and cared that due to the experience in recent weeks with the local repair shop, I did not trust auto mechanics in that moment and needed something more than just a solution. In short, I needed to be able to trust.
Over the course of 2-3 hours, RJ, Tom, and Brian collectively looked into the work that would need to be done, called the extended warranty company I have a contract with, and more. They also provided a write-up for me to take to the local repair shop on the situation, allowing me the opportunity to see if the local repair shop would either make the situation right, or enable me to seek reimbursement from for the $2700+ of work that was done but not needed, before bringing the vehicle to Ed Voyles Kia for the repairs that were needed.
In short, your team took care of me as a customer and treated me like a person not a number – which in today’s world is often not the case, so was greatly appreciated and refreshing. Thank you.
Thankfully, the local repair shop did end up deciding to make things right on their own dime, which no doubt was enabled by the work of your team. Though the efforts of your team didn’t result in service work for you all this time around, what it did do was restore trust and let me clearly know that when I need future work on this Kia Sorrento in normal circumstances I can come to you and your team so that both my vehicle and me as a person will be taken care of in a way where I will have peace of mind that good work is done and that the people involved can be trusted.
When people like RJ, Brian, and Tom, do as they did, it is important that they are recognized so that you will hear from someone who your team serves that you have good folks who I am sure you are proud to have representing your company because of how they are strengthening the reputation of Ed Voyles Kia with the care and trust they exhibit. I am thankful for these men and what they did.
Thank you for the efforts of your team, and I will continue to speak highly of your service shop and team with others.