I took my car in for an oil change on a Saturday. During the oil change, the mechanic found some other issues that would take until Monday afternoon to fix. I agreed to those repairs. The service advisor told me I would be called on Monday and told when I could pick my car up. I did receive a call on Monday, however I was told that the mechanic somehow pulled my passenger-side door handle off. I asked how it happened but was not provided an answer. The advisor then told me that they were waiting on the new door handle to come in, that Hatfield Kia would pay for the repair to my door handle but that it would not be fixed until Tuesday afternoon.
Tuesday afternoon rolled around & I did not receive a call, so I called around 3:20 pm. I was told my advisor left for lunch, that she would be back in an hour, & she was the only one who could provide an update on my car so she would need to call me back. I explained to the person on the phone that I needed my car back that day as I am 9 months pregnant & need to get to my doctor's appointment that week as well as have a way to get to the hospital when I go into labor. She assured me that my advisor would call me in an hour.
An hour & a half went by & I did not receive a call. I called back & spoke to the same advisor as earlier that afternoon. I was put on hold for several minutes and then was told that my door handle was being fixed at that moment. I asked when I would be able to pick my car up & was told that they weren't sure but probably by 7 pm that night. I asked to speak to a manager & was told that I couldn't because the service center manager would be out for the next week. I asked to speak to whoever was filling in for the manager & was told that that would be the general manager but that he might not be able to speak to me if he was busy. I stated that I needed to speak to him. I was put on hold for several more minutes. The phone was then picked up by the service center advisor lead. I explained the situation & that I was frustrated that it was Tuesday evening, my car had been there since Saturday afternoon, & that I was not being given a concrete time that I could pick up my car. She was sympathetic & said that I could for sure pick my car up that day at 5:30. I also said I did not feel I should be charged the full amount of service given the run-around I had to go through. She agreed to a 15% discount. However, when my husband and I got there, the discount was only 9% of the parts & labor total. We pointed this out & calculated it on my husband's phone to show her. She acknowledged that the discount amount was wrong but stated that the computer system calculates it & she was unable to change it. I stated that I was not going to pay that amount because that was not what was agreed. She then argued that technically I wasn't allowed to use two coupons but that she was allowing it. The 2nd coupon she was referring to was the oil change coupon that was mailed to my home & was the reason for me bringing my car in in the first place. I explained that the 15% discount was what she agreed to compensate for the bad customer service experience I had, & not me trying to use 2 coupons.
She then said that she could override the amount the computer system had calculated but that she would need to get the GM's approval but that he was in a meeting. I replied that we would wait. When she came back she said she got permission to override the amount equal to 13%. At that point I was so frustrated with the situation that I agreed to it just so I could get my car & get out of there.
I understand that the service center advisors can only do so much, but the lack of follow-through in communication, the lack of clarity as to what happened to my car, & the amount of run-around I had to go through was frustrating to say the least.