Napleton Kia of Fishers - Service Center

UPDATE Napleton Kia of Fishers stepped up and contacted me to discuss my recent experience. My thanks to Fritz and Jody for allowing me to share my concerns. Purchased a 2020 Kia Soul fro contacted me to discuss my recent experience. My thanks to Fritz and Jody for allowing me to share my concerns. Purchased a 2020 Kia Soul from this dealership a little over two years ago. Recently, I had to take the vehicle to the dealership as a check engine light came on. Was advised that the engine had to be replaced due to what was apparently, a warranty issue? The car was at the dealership for 31 days. During that time, received a few texts from the service advisor during the first nine days they had my car. The car was at the dealership for 31 days. During the remainder of those 31 days, the service department was virtually non-existent and non-communicative with respect to the status of repairs to my car. I left numerous messages both by text and vm with various members of their service department. All I got in return was silence. How is one supposed to interpret silence?!?! Simply put, the folks at Napleton Kia have little (if any) interest in answering the phone or returning messages (text or vm) after you buy a car from them!! I was the one who had to call / text them to get updates. Finally, I had to get the service manager on the phone to get a status report on my car. The service rep, Sean was nowhere to be found and did not return multiple messages (both phone and text). To be clear, I do NOT expect anyone to be sitting by their phone waiting for my call. I do however, believe it's fundamental courtesy (and good customer service) to follow-up on messages even if only to acknowledge receipt of the same and commit to getting back to the sender. For those outsiders reading this review, a couple of suggestions— If you really want to subject yourself to— The warm cozy feeling of not receiving any return communication whatsoever from service reps or the service manager after having contacted them by both phone and text numerous times; Enjoying a happy glow (or maybe it's severe gas?) while making your sixth phone call to the dealership in hopes of being able to connect with a live and talking employee so as to ask for information as to “when, oh when, will my car be ready?” Only then finding yourself being cast over the side into that dark bottomless void we all know as “voice-mail oblivion.” From there, having to suffer through the anguished and sickening feeling that Napleton Kia apparently has zero interest in speaking to their customers AFTER they’ve purchased one of their vehicles; and Building cherished memories of endless frustration while you’re sitting in a car you had to borrow from your son so that you can get to and from work AND wondering to yourself “WHEN WILL NAPLETON KIA OF FISHERS HAVE MY CAR READY?!?!” If one or more of above items are what you’ve been seeking, then look no further! Napleton Kia of Fishers is the dealership for you! In my opinion, they certainly exceed all expectations when it comes to delivering on the above bulleted items! Should your vehicle need regular service and/or warranty work, then RUN (don’t walk) to another Kia dealership! I don’t know if their service is any better than that of Napleton Kia of Fishers, but hey, there’s got to be something better than what I experienced with these folks! Hopefully, the other dealer(s) will be more communicative! Napleton Kia of Fishers, here are three suggestions for you— On the assumption that your employees are not required to check and/or even out of basic courtesy, follow-up on voicemail messages, then get rid of the service! From my vantage point, you're wasting money on something that your workers have no intention of using! In reviewing various feedback left on this website from more than a few 'less than satisfied' customers to your business, I’ve noted that you will often post a response which includes a request that they (the not-so-happy customer) call you (Napleton Kia of Fishers) so as to discuss their concerns and/or frustrations further. Please DON'T bother asking me to call you back! Since you’ve demonstrated to me no interest whatsoever in answering your phone or returning messages (i.e one, two or even six!!), then I certainly don’t want to waste any more of my time than what has already been spent. Assuming for even the briefest of moments, you would genuinely like to hear more about my concerns regarding this most recent experience, your representative is welcome to contact me based on information previously supplied to both you and your employees. Maybe give some thought to the applying the same values held by your owner, Mr. Edward Napleton. As indicated on the history page of the Ed Napleton corporate website (ed napleton dot com), he holds to the family values of customer first. Thank you to all for taking time to read this note. More

WARNING – DANGEROUS – DO NOT HAVE YOUR CAR SERVICED HERE! Since buying my Kia Sorento in 2016 I have always brought it to the Napleton Kia of Fishers for service. This has mostly been for oil changes HERE! Since buying my Kia Sorento in 2016 I have always brought it to the Napleton Kia of Fishers for service. This has mostly been for oil changes and tire rotations so far. However, in early September I had my breaks done (resurface rotors and new brake pads) which cost $927. The first time I drove my car after picking it up, there was a banging noise coming from the driver’s side front of the car. I discovered that the bolts were missing on the caliper and it was moving around freely. This is obviously very dangerous. I contacted the Service Advisor, Sean, and explained the situation. He arranged for a tow truck to come pick up my car. This happened around 10 am on Tuesday. I didn’t hear anything all day, so I contacted him at 6 pm. He said my car was fixed and he had somebody check the work. He told me he would drop my car off at my house at 9:30 am Wednesday morning and he would have the Service Director, Steve Williams, call me to discuss a refund. After not getting my car back or hearing anything by 11:50 am on Wednesday I texted Sean to ask what was going on. No response. I left a voicemail for the Service Director. No response. I texted Sean two more times. No response. I called again at 6 pm and talked to somebody at the front desk and they had Steve call me back. He said he would personally deliver my car Thursday morning first thing and process the paperwork for a partial refund (labor costs only). Thursday morning around 9:30 am a young man pulls up driving my car and almost backs it into another car in my driveway. The woman driving another car to pick him up was screaming at him to watch out for the car. (No Steve personally delivering my car, but I was just happy to get my car back at this point.) I kept checking my credit card for the refund that Steve said would show up in 2 – 3 days, and finally the following week I got a check in the mail for $520 ($99 short of the full labor cost). I will never again take my car to Napleton Kia of Fishers for any service after this experience. Throughout this process I was shocked at how dysfunctional their phone system is; most of the times I called I was routed to a random voicemail box or hung up on. I was also shocked by the lack of communication and apology from both Sean and Steve. I rarely write reviews, but I feel like I need to warn people about this place. More

I stopped to get my oil changed and tires rotated and I was in and out in 22 minutes!! I had some free popcorn and spoke with a couple of managers and their customer service was awesome! Def going to be de was in and out in 22 minutes!! I had some free popcorn and spoke with a couple of managers and their customer service was awesome! Def going to be dealing with them again! Thank you for a great experience. Mike Miller More

I am surprised of the high rating received for their service department. I purchased my second Kia here in 2016. Unfortunately, I have had bad experiences most of the time. The latest was that my car ne service department. I purchased my second Kia here in 2016. Unfortunately, I have had bad experiences most of the time. The latest was that my car needed a part due to a warning light showing up on my dashboard. I took it in on a Wednesday and was told that the part would be coming in on Monday or Tuesday. It is now Thursday, and I have yet to hear from them.The worst is that I have been calling their service department for the past 2 days and the phone just rings, and no message can be left. Today, I called and told the operator my situation as I asked to speak with a manager. I was transfered and again no answer, but fortunately this time I was able to leave a message. So far I have not been able to drive my car for more than a week. I have a compromised immune system and don't want to go in without an appointment. I usually wait for hours, as I have done so in the past. Last year I took in my car for a recall. As it was being serviced the mechanic broke a part in the interior of my car and they did not have that part at the time to replace it. It was placed on order. I had to drive for 6 months without interior lights because I never received a call back, nor had my messages returned. I finally had to go in personally to resolve the issue. Don't get me wrong, the staff are very friendly, but obviously overworked or understaffed or probably both. Now it's a waiting game to see if I hear from them. More