I'm hesitant to give Gary Rome Kia of Enfield a negative review because up until yesterday, my experience has been nothing but positive. As you can tell from other reviews on this page, an overwhelming majority of their customer are satisfied with their sales and service. I was too.
I purchased my new Optima EX in July of 2014 and had a pleasant sales experience. It was conveyed to me verbally that "loaner" cars would be available through their dealership if needed and that was reinforced directly from the service page of their website: "- FREE Loaner cars by appointment. Even if you purchased your vehicle elsewhere, we extend our loaner program to you." I was so confident in this promise that I actually cancelled the rental car provision of my auto insurance (shame on me).
On February 15, 2016, I was involved in an accident; hit by a speeding motorist during a wintry mix of snow and ice, and spun 360 degrees across three lanes of traffic and into a median. My insurance agent suggested having the vehicle towed to one of their preferred dealerships but I insisted on having it towed to Gary Rome Kia of Enfield based upon their previous exemplary service. Imagine my dismay when I was told a "loaner" car would not be available to me while these costly repairs were being done.
In their defense, I get it: it would be several days before the claims adjuster could view the car and another several days (if not longer) while the repairs are being done. It's not economically feasible for a dealership to part ways with a "loaner" car for such an extended duration, HOWEVER, it's that type of value-added, quality customer service that would have retained me as a lifelong customer. Instead, they lost me. I chose to have my vehicle towed to another dealer for repairs and I'll have all future repairs & maintenance performed by another dealer. And now I'll have to haggle with someone else's insurance to hopefully get reimbursed the $500+ that I had to pay for a rental car.
Again, I was hesitant to write this review for fear that I was being unreasonable. But after spending over 27K here less than 2 years ago (+ hundreds on regular maintenance) and being told verbally as well as in print on their website that "loaner" cars were available, I feel my negative review is warranted.
I Recommend This Dealer:
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