Kia of Bedford

I am writing to formally document an appalling and unacceptable experience I had with Kia of Bedford—an experience so mishandled that I would have let it go entirely had it not been compounded by the unacceptable experience I had with Kia of Bedford—an experience so mishandled that I would have let it go entirely had it not been compounded by the conduct of the General Manager, Contrell Alford. What occurred warrants attention, accountability, and correction. I purchased a 2026 Kia Seltos from Kia of Bedford on October 23, 2025, and took delivery on October 24, 2025. At pickup, it was immediately discovered that Kia Connect Access did not function, and intermittently the dashboard lights failed as well. The Service Department acted as though this was an unfamiliar issue. However, Kia Connect Customer Support immediately identified the problem, specified the required parts (head unit and radio), and issued a case number. When I relayed this information to Kia of Bedford’s Service Department, I was told they do not communicate with Kia Connect and do not order parts through them—an explanation so dismissive it was compared to “talking to the Wizard of Oz.” Kia Connect subsequently informed me they emailed Kia of Bedford directly with instructions, yet confusion and inaction continued. After repeated back-and-forth, I was told on November 6 to bring the vehicle in for a diagnostic. Upon arrival, I was told no diagnostic was needed because the part had already been ordered. I continued driving a brand-new vehicle without advertised functionality. On November 12, I was informed the part had arrived and the repair would take approximately two hours. After waiting, I was told—without paperwork—that the wrong part had been ordered. I was sent via Lyft to a rental car facility and explicitly assured by both Kia of Bedford and the rental agency that I would incur no charges. On November 13, I was told my vehicle was fixed. It was not. Additionally, the vehicle had sustained a dent in the driver-side door while in Kia of Bedford’s possession. Video footage confirmed the damage did not exist when I brought the vehicle in. I was assured the damage would be repaired. On November 14, I was again told the vehicle was fixed—dent and all. When I asked whether anyone had tested Kia Connect by actually downloading the app, I was told no. Unsurprisingly, it still did not work. On November 19, Kia Consumer Affairs became involved and issued an additional case number. On December 5, I was notified my vehicle was ready for pickup. That same day, $125 was withdrawn from my checking account by the rental car company, directly contradicting repeated assurances that I would not be charged. Prior to pickup, I emailed multiple Kia of Bedford employees, including GM Contrell Alford, requesting to speak with him before collecting my vehicle. I was told he would contact me the morning of December 6. He did not. I ultimately picked up my vehicle on December 8 without ever hearing from him. Still seeking resolution and accountability, I asked to speak with the GM after pickup. What followed was the most unprofessional interaction I have experienced as a customer. From the outset, Mr. Alford was defensive, dismissive, and hostile. He repeatedly called me “crazy,” told me I should be “happy” that my car was fixed—even though it took six weeks, involved damage to my vehicle, and resulted in unauthorized charges. He mocked my concern over the $125 withdrawal (which I later disputed and was reimbursed) and stated he would instruct staff to block my number if I called again. When I asked whether he cared about the reputation of the dealership, he replied that he did not need to care because they are “number one”—a claim he repeated while continuing to insult me. For clarity: I purchased a brand-new vehicle, a 10-year/100,000-mile warranty, and a 60-month oil change service plan. I am not a casual or insignificant customer. Being spoken to in this manner—after weeks of documented failures—is indefensible. Someone needs to explain to Mr. Alford that retaining existing customers matters just as much as acquiring new More

Purchased my Kia in September and had an excellent experience, in an out in about an hour. Recently had my first oil change, which was free and similarly, was in and out timely. Everyone was friendly, experience, in an out in about an hour. Recently had my first oil change, which was free and similarly, was in and out timely. Everyone was friendly, amenities were comfortable and the staff is amazing. Ask for Alex D if you’re looking to buy a car. More

Purchased a 2018 Kia Optima in May with 60K miles with the extended warranty. This car has been leaking oil since day one. I spent $600 for a an oil consumption test. Took it back to Kia of Bedford aft the extended warranty. This car has been leaking oil since day one. I spent $600 for a an oil consumption test. Took it back to Kia of Bedford after another 1k miles to work on the engine just to tell me that they need approval to open the engine to see IF the extended warranty will cover the cost of the repair and tear down. NEVER purchase a used Kia vehicle from Kia. More

Denzel Richardson is the best salesman at Kia of Bedford, if you’re looking for a car go see Denzel Richardson. Make sure you tell a friend! if you’re looking for a car go see Denzel Richardson. Make sure you tell a friend! More