First, let me say, the Kia Optima is a great car. No complaints at all with the car. The dealership, however, is an entirely different story.
I chose to lease a car from Midwest Kia. After signing all the paperwork, I had to wait a few days while they did a dealer trade for the car I had purchased. No big deal. They gave me a car off the lot, and less than two days of driving it, it died in the middle of the road...never to be started again. I called the dealership, and the only person to answer the phone was the girl at the front desk, who could do absolutely nothing to help me. She kept transferring me to different people in the dealership, and I got voicemail every time. I explained to her that I was in their car, in the middle of the road, unable to go anywhere. After nearly an hour, she was finally able to find someone to help me. They said they'd send a tow truck and another car that I could drive until I took delivery of my car. Tow truck came and went. Then, my new loaner car shows up. Only one guy. No way for him to get back to the office. I wasted an entire morning trying to make contact with someone at Kia who could help me, waiting for a tow truck and then getting a new loaner car.
I later got a call that there was an error in my paperwork, and I needed to sign a new lease agreement. No big deal. Happy to do it. I asked if they could send someone to me at home or work, so I didn't have to waste 1+ hours of my day to make up for their mistake. Of course, they said. It took them nearly two weeks to finally get someone to bring me the new paperwork.
One week before my first payment was to be due, I still had not received any paperwork (statement) from Kia. My trade in had also not been paid off. I called the dealership to determine what the issue was and to find out how I was supposed to make a payment and when I could expect my trade in to be paid off. Again, no one answers their phones. I left voicemails with four different individuals over a week-long period. Not one call back. I finally drove to the dealership on my lunch break and was again told that the new paperwork I had signed had an issue. I had to sign a third lease agreement.
Kia had gotten a new GM during this period, and he was very apologetic and promised to help. He committed to making my first car payment as consolation and because I had yet to receive a statement w/ account info to make a payment against.
Nearly three weeks pass, and still none of the issues are resolved. I called and talked to the GM again, who told me that my trade in would be paid off the very next day and that paperwork was on the way. Okay, great. After two days when my trade in had still not been paid off, I called back to talk to the new GM. I was informed that he was no longer with Midwest Kia.
Given my history with the rest of the sales and finance staff at Midwest Kia, I opted to call the GM at Rusty Eck, who owns the Kia dealership as well. Talked to him and was assured it would be resolved soon. He was helpful, but as soon as he passed the responsibility back over to the folks at Kia, the same issues keep occurring. No resolution to issues, no one answering their phones, and no one returning voicemails.
Fast forward to today. I have made two payments against the vehicle I traded in. I finally got a statement from Kia, so have also made a payment against the new car. My trade in was finally paid off less than one week ago, but I still have not been returned the difference in my trade after making two payments for nearly $650 total. My temporary tag expires in three days, and I still have not received a title from Kia, so I cannot register the new vehicle, which means I will have to go back to Kia (UGH!) to get another temporary tag while I wait for my title to arrive. But, hey. I did get someone to answer their phone today, so there's that...