Group 1 Kia Tomball

An oil change will usually take you about 4 hours. Staff doesn’t provide updates in person or over the messaging interface. In general staff isn’t very friendly. Staff doesn’t provide updates in person or over the messaging interface. In general staff isn’t very friendly. More

I am extremely disappointed and frustrated with my experience with the service department at Kia. At this point, it is not just the A/C issue itself—it is the way I have been treated as a customer try experience with the service department at Kia. At this point, it is not just the A/C issue itself—it is the way I have been treated as a customer trying to get the problem resolved. I purchased a used 2023 Kia Sportage Hybrid and have had ongoing issues with the A/C. I was previously told that the A/C compressor had been replaced, yet I am now dealing with the A/C not blowing cold air again. I contacted the service department expecting help and reasonable customer service. Instead, when I spoke with my service advisor, Nick, I was informed that the **Service Advisor Director Elais, specifically told him that because I do not have an extended warranty, I would NOT be provided with a loaner vehicle for the inconvenience. Also stated that they needed to check to see what the issue by doing another diagnostic test that will take TWO days meanwhile no loaner will be given. Keep in mind my vehicle was serviced for the A/C compressor so I WAS TOLD in April and July! That response is extremely disappointing. I am not asking for special treatment. I am asking for reasonable consideration as a customer who purchased a vehicle from your dealership and is now having to deal with a recurring A/C problem. The fact that the dealership’s response is essentially, “You don’t have an extended warranty, so you’re on your own when it comes to transportation,” speaks volumes about the customer service I have received. What makes this even more frustrating is that I was previously told I had an extended warranty, only to later find out that the coverage I actually had was limited to powertrain and tires. This was information that was discussed with me BEFORE I signed my paperwork, so naturally I had an expectation that I had additional protection. I have tried to handle this professionally and give the dealership an opportunity to make things right. Unfortunately, I continue to feel dismissed and inconvenienced. A vehicle with A/C problems is not a minor inconvenience, especially in Texas heat!! Customers should not have to beg for basic consideration when their vehicle is being serviced. Kia needs to do better. The issue is not simply whether a loaner is technically “covered” by a warranty. It’s about customer service, accountability, communication, and how you treat someone who purchased a vehicle from your dealership. I strongly encourage management to review this situation, including my conversations with the service department, and ask themselves whether this is truly how they want customers to be treated after purchasing a vehicle from their dealership. Very disappointed. I expected much better from Kia More

Salesman did not take adequate time explaining options, data screen, etc. Need info regarding AWD...ETC. data screen, etc. Need info regarding AWD...ETC. More