On 5/25/2013 2:09:17 PM bdw2251 wrote:
Excellent experience, initial phone call with Kiera to the competence and friendliness of Rasberry - the sales person - was exceptional. I would highly recommend Riverchase Kia and any one of the sales team, friendliness runs rampant.
On 5/15/2013 12:29:58 AM DanZwerg wrote:
I bought my Jetta at this dealership in 2002. At that time the dealership appeared to be great and the people there prided themselves in a "5-star rating." Between then and now (2013), all the stars have burned out. Jetta timing belt replacement #1--mechanic took a shortcut and didn't replace the tensioner (included with the kit). 80K miles later the tensioner failed causing $4,000 worth of damage. Craig explained that it had been replaced but it apparently was bad part--highly unlikely. I accepted his explanation at the time and paid. Jetta timing belt replacement #2--mechanic did not tighten all the bolts to the water pump (the water pump is in the timing belt area toward the bottom of the engine). A bolt came loose and rattled around inside the timing belt cover damaging the belt, the cover and several pulleys. They repaired the damage but didn't have a replacement cover. Craig said he would send one to me (I would put it on). It never arrived. Later, he said he sent it back to the warehouse in error but that he would order it again and send it. It has never arrived. Passat hard-to-start problem--I drove this car to Dean McCrary asking them to diagnose the problem. This car was in their shop (or parked in the parking lot not being worked on) for more than 6 weeks. They explained that they didn't have the expertise to find the problem, but that I was on the hook for $1700 for the work they had done so far. The car was not drive-able. They had put on a brand new valve cover ($250 and not at all related to the problem) to trump up the bill. They replaced an injector at a cost of $750 (The old injector later was determined to be good). I had to get nasty with Craig about the bill. I insisted upon speaking to his boss, Vick. Vick agreed to waive the entire bill except for the cost of the replaced injector. If the injector turned out not to be necessary in the ultimate repair, they would refund the $750. I towed the car to another VW dealer where it was ultimately repaired. The mechanic gave me back the injector Dean McCrary installed so I could get a refund. Craig refused to issue a refund for it. Vick was "in a meeting" while I was there and could not be bothered to approve the refund. He never returned my calls about the matter. I still have the injector and was screwed out of the $750 by Dean McCrary and their poor customer service. I have come to the conclusion that they spend most of their energy on prepping new cars for sale and doing simple repairs on nearly new cars like oil changes and checking tire pressure. They have one VW mechanic who is under extreme pressure to do everything. One only has to sit in the waiting room and observe to see that they are completely overwhelmed by service issues, complaints, problems, missed deadlines, high repair costs being explained, etc. The dealership has too few mechanics and puts very little resources in the service department. The mechanics are pressured for time and therefore have incentive to cut corners. This is very bad for the customer and the health of the car.