On a Wednesday January 2014, I was connected to Bob in the service department and relayed to him that I had ordered a remote start kit from the parts department, and it came in today. I explained I was calling, as suggested by the Parts Department, to schedule an appointment for installation. Bob took my personal and vehicle information, and scheduled me for the next Tuesday at 7:30am.
Bob then gave me a quote of $300+ over the remaining balance for which I had been previously been given by the parts department. I reasoned that maybe Bob may have still been under the impression that I had not pre-purchased the kit and he had somehow given me a sum total variation for kit purchase and installation, even though I had relayed I’d completed a pre-purchase to him twice. I explained again what I did and the parts department gave me a remaining balance of $yyy.yy.
Bob asked what total quote was I given for part purchase and installation? I provided him the $xxx.xx quote that was provided to me. At this point Bob became curt, rushed, dismissive, abrupt, and a bit agitated for my taste at the answer I gave him. His demeanor was not, in my opinion, an example of professionalism or a representation of excellent customer service. He stated that the price could not be right, that it is billed as a 6 hr job, and the going rate was something upwards of $300 to $400 than what I was quoted for my type of vehicle.
I tried to once again inform Bob, the price I received from the parts department was given to me on two separate occasions, once before Christmas and then again immediately after New Year’s day. The price given was the same each time for complete part purchase and installation. To my surprise Bob asked if I had gotten the price quote “in writing”, as to suggest that all customers who called into the service or parts departments to get a cost for a desired part or service, must receive it in writing over the phone, which would suggest to me that those who provide the information are not honorable or professional enough to know their job or are unable to find the true cost for services provided at the dealership. But before I could address this, Bob asked who I spoke to in the parts department. I said Ms. Mara. Bob said he would have to go and talk to her to find out where she came up with the price and verify it. He said he would call me right back.
When Bob did call a few moments later, He said that it was indeed the price I was given but that he had to speak to the service manager about doing it for that price, as it was not what the service department regularly charges. The manager was not in but he would speak to him and give me a call the next day, Thursday. He did not apologize for his demeanor nor for his suggestion that the information I was given was not as stated to me.
After not hearing back from anyone all day Thursday, I decided to go in Friday to speak to the Service Manager myself, Mr. Shane McIntyre, to see if he would honor the price given before I would arrive that following Tuesday for my scheduled appointment. When I met with Mr. McIntyre, I presented a copy of my phone records calling 17 auto electric businesses in the area (including the 4 local Kia dealerships) for remote engine start installation quotes. I also showed him my handwritten quote sheet from those businesses, my receipt of purchase of the remote start kit, and my printed appointment reminder for the planned installation. I explained all that had transpired before, informed him I did not get a call back concerning this issue the day previous and the manner in which it was handled by his advisor.
Mr. McIntyre first apologized for the confusion and expressed surprise that he was not made aware of the situation. He looked over the information I provided and asked who I had spoken to in the parts department. He then showed me a hand written sheet that had a breakdown of cost for remote engine start installation by vehicle type, which showed pricing higher than what I was quoted for my vehicle.
I explained I understand what he has but I reminded him that I received my quote not once but twice when calling on two separate occasions and bought it the same day it was last verified. Mr. McIntyre said he would go and speak to Ms. Mara to find out where that pricing came from. When he returned, He explained where the pricing came from, that I was given the wrong rate, but he would honor the price that was given to me. Needless to say I was pleased. Mr. McIntyre then made a notation in his computer to notate the conversation and verified the $yyy.yy installation remainder, so that when I came in, there would be no questions or issues. He also provided his card to me if I had any questions.
When I showed up on the following Tuesday for my appointment, Mr. McIntyre greeted me warmly at my vehicle, personally checked me in, routinely checked up on me while I was waiting and stood by while Bob explained the features to me after the installation was complete. My experience with the one particular service attendant, who I found to be quite surly, and addressed me in a dismissive and huffy manner, was more than enough for me to decide to no longer use the Southern Greenbrier Kia service department for any further automotive care concerning my vehicle.
However, Mr. McIntyre’s personal attentiveness, willingness to listen and reasonable assessment in verifying when and what was said made my experience a more bearable one. Mr. McIntyre appeared truly concerned, was very accommodating and treated me far more hospitably as one would come to expect a customer service oriented organization. This is especially true when one is paying for a service to be performed on one’s own vehicle and trusting that organization to proficiently do so while treating the customer in a fair and polite manner.
In all, Mr. McIntyre’s personal consideration during this occasion may very well have had me continue to consider Southern Greenbrier Kia Service Center as an option for any future needs concerning my 2013 Kia Optima SXL. Thank-you, Mr. McIntyre. I truly appreciated what you did and how you made the right thing it happen the right way.
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Bob then Service Manager Mr. McIntyre