TL;DR: Good luck if you have an issue with Mark Kia. They damaged my car and promised my rental car would be covered. They reimbursed me for neither. They lied to me and flat out ignored me for five months. There is never a check on Monday. They'd rather call the police on anyone dissatisfied with their service than provide actual customer service. They've even threatened me with physical violence, heckled and sworn at me, and made false claims about me to Scottsdale police in attempt to have me falsely arrested. Avoid Mark Kia at all costs.
In June, the service department damaged a brand new starter on my vehicle when it was in to have the engine replaced. Jose, one of the managers in the service department, promised that if my work was covered under warranty, they would cover my rental car. Three weeks later Jose denies the charges and rental car ends up on my credit card I left for incidentals. When I go to talk to someone about it, Jose and his manager, Harry, tell me that the rental car doesn't come under the warranty and if I don't like it "that's [my] fault for signing the contract." They also suggest "maybe the tow truck burnt the starter. We don't know. It was like that when it got here," even though there was no documentation of a burnt starter on the intake description. I was only notified of the burnt starter after it was at the dealership for 6 days. The engine issue directly impacts the starter, which is why I had a new one put in in the first place, so I know the inept service techs they employ were in there pushing buttons and burnt the starter out again.
After being brushed aside by Harry and Jose, who never forwarded me to the District Service Manager as they said they would, and didn't call me back for a month, I go in search of the manager for the whole dealership. I ask for the general manager and keep being given sales managers. Each one apologizes for my issue, admits that Kia owes me some sort of compensation, and says they will personally work on my issue. One "manager" (they have 11, go figure) Bryce, stated that they had changed the rental/loaner car policy, and that it has made it harder on customers so he understands my frustration and will try to help. I have heard that Bryce no longer works for Mark Kia, surely because he is too honest.
I spoke with Jack Belsanti the most, as he is the General Sales Manager, and was the highest ranking official in the dealership when I came in. Josh, the GM, is never there. Nor is the finance department to cut checks for reimbursements. Jack gave me his personal phone number and told me to text him on Monday and he'd get a check ready for me. Monday came, and so did the excuses. He was off the next day, but he would have Blake, another manager, look into it. I got one text from Blake and that was it. I was heading out of town a few times in the coming weeks so I was not able to follow up, and Jack made no attempt to reach me.
Now, in November, I have time off school and work and I go down to address the issue again. Jack is there and he assures me that he thought it had been handled ("I'm so sorry man I don't usually cross anything off my list unless it's taken care of"). He promises to have a check for me on Monday. Monday comes, no check. Jack reads my text, doesn't respond. I text on Wednesday, and he responds, saying he's still working on it. He texts me on Thursday saying he's getting stories from all involved and tells me Jose says he never told me the rental car would be covered. Jose had previously (July) said that he didn't remember what he told me. Good to see his memory is coming back at a convenient time. This was the last I heard from Jack.
I came down to the dealership on Saturday, and was told Jack would be in at noon. I speak to Alberto Jasso, at his desk in his office, and he makes copies of my information, and says he will submit it to Blake, his manager. I came back at noon and waited over an hour, no sign of Jack. Eventually, apparently upset that I was lingering around customers, Jacob Delaney came out of the office and asks me to take a walk with him. He says he's the day-to-day operations manager. We walk and I explain my story to him. It's clear he isn't listening and cuts me off saying "Well it sounds like your problem is with service, we're sales, you're just wasting your time down there." I explain that I'm looking for the GM and the service department is completely dishonest and I will no longer deal with them. He walks over to the service department, ducks into someone's office for less than a minute, and then comes out, gets in my face and says "I talked to service and we're not liable for anything you're asking for. We don't owe you anything, I suggest you leave." He actually said, in response to the starter being destroyed on their watch and battery being burnt out by the engine, "You need to take responsibility for your own engine. That's not Kia's fault. Maybe you should talk to your other mechanic because he didn't fix the problem." Apparently he doesn't understand what a warranty is and what the term "liable" means. I say "So this is how you do business, huh?" to which he replies "Yeah, I guess so."
I come back on Sunday, this time with my father, as his name is on the title and he was in town for the holiday. We go in, ask for a manager, and are told Jacob is too busy to talk to us and they want us to wait in the conference room (away from customers). We stay in the show room, and are explaining why we are upset. They tried to give us the "Josh isn't here but we can get something worked out tomorrow" routine again. Being upset after five months of being led on and lied to, the discussion got loud. Hearing this, Jacob is magically less busy and comes out. He says we're disrespecting his showroom and won't talk to us. He has the receptionist call the police on us. The police arrive, take statements, and tell us we haven't done anything wrong but that Mark Kia has requested that we be remove from the sales area. They assure us we can protest on the sidewalk if we choose to. We leave, come back with signs, and stand on the sidewalk. Management comes out, saying they will have an answer for us by noon the next day. We don't trust this, but we cooperate and leave. As we're leaving we are approached by the police again, who again say we have done nothing wrong.
Monday comes and the answer we get from management is "We can do anything for you, corporate Kia takes care of those issues." Corporate Kia had previously told me reimbursements are on the dealer. So we're out there again on Tuesday night. "Managers" come out, one asks who we've talked to and I list Jose, Harry, Bryce, Blake, Jack, Alberto, and Jacob, to which one of them (who isn't Blake) says "You didn't talk to Blake, I'm Blake," while laughing. Apparently lying to customers is a fun game to them. They ask what our story is so I tell them to ask Alberto. Alberto comes and says he's never seen me before. When I say I spoke to him in his office on Saturday, "Blake" says "he doesn't even have an office."
We are there again on Wednesday morning. After our protest, apparently, drove away a sale, one of the salespeople, Abdul, comes over. Abdul gestures at his genitals, screaming "this is you, this is you, I'll kick your a** m***********. You're a piece of s***. Meet me at the Fry's parking lot," then jangles his keys at us. He comes back for a repeat of his threats of violence later. The management staff, including Jacob and another dealership official that they called in to deal with the issue, stand outside heckling us, yelling things like "Your sign should say 'loser needs a job.'" Professional. After that, they have the nerve to call the police on us, and claim that WE threatened THEM. The police, for a third time, say that nothing we're doing is wrong, and remind the dealership staff that threats of physical violence are illegal.
I still have not received any compensation. Save yourself and do not buy or have your car serviced at Mark Kia.