‼️ Beware of Timbrook Kia’s service department in - Bailey
‼️ Beware of Timbrook Kia’s service department in Cumberland, Maryland! A good service department is just as important as a sales department! This dealership’s is great at pushing for sales, which is to be expected as they work off commission. The service department is a complete disaster! I opted to withhold my review until the out-of-town dealership finalized repairs on my 2019 Kia Optima SX, out of concern that General Manager Dina Wilson might potentially intervene with the dealership and disrupt proceedings. Despite confirming warranty-approved services with corporate and other dealerships, they conveniently dodged calls from their own corporate office. (5 corporate calls to be exact)! Corporate even showed me what page in the owner’s manual that shows what repairs was covered under the 100,000-mile powertrain warranty! The service representative/advisor (Andrew) at Timbrook told me that I could “take it up with Kia corporate all I wanted” because they are “only for customer relations and know nothing about warranty claims.” That same representative on the last visit (12/12/23) was unaware of the warranty policy stating that “nothing was covered” so I asked to speak with a manager. Keith, the service manager, said “oh, no! everything is fully covered with the gaskets” Andrew was misunderstanding and he apologized. He stated the only thing not covered was the turbo gasket, which I already knew. I just wanted clarification as each story was conflicting the other. When I went to schedule the appointment for the covered warranty repairs, they tried to tell me a fuel pipe needed to be removed to replace the parts covered under warranty, and I would have to pay for those parts out of pocket. I wanted a second opinion so I called other dealerships in the area. Shockingly, the next closest dealership confirmed all repairs were covered under the warranty, just as corporate said. They effortlessly resolved all warranty issues, provided a loaner vehicle, and covered all the costs under warranty. Timbrook Kia also neglected to check antifreeze levels during a multipoint inspection, dismissing my concerns with blatant lies saying “low is normal operating levels” Moreover, they falsely claimed to have completed recalls, jeopardizing my safety. The next closest dealership found so many issues with my vehicle, that I could not leave, as it was “not fit to drive”! This was astonishing because I have every record from Timbrook’s multipoint inspections, and none of these issues were ever found. General Manager Dina Wilson’s unprofessional responses only added fuel to the fire. Furthermore, the dealership that fixed all my issues revealed that many others have had very similar experiences, and switched from Timbrook Kia, as they didn’t complete recalls truthfully, or tried charging for warranty repairs! The service center at Timbrook Kia operates on a profit-driven model; being a small-town dealer, they purposely delay repairs to avoid losing bonuses. Recalls are low paying for the dealership so they will falsely claim recalls have been completed. I am sure a pitiful/lie response will be posted below this review trying to falsely put blame on the customer just like they continue to do time and time again! I am attaching a copy of the owner’s manual that the corporate sent showing that everything was covered! I will also attach copies showing all my repairs covered at an out of town dealer. Finally a copy of the report I sent to the Better Business Bureau so potential customers get an inside glimpse of this nightmare on Mount Savage Road. Avoid Timbrook Kia’s service department at all costs; your safety and your family’s safety are on the line trusting them!! ‼️
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