Service department is a nightmare to work with.
We purchased our 2014 Kia Optima in 2018 from Carmax. We purchased MaxCare incase we experienced any issues with the vehicle within 5 years of purcha
We purchased our 2014 Kia Optima in 2018 from Carmax. We purchased MaxCare incase we experienced any issues with the vehicle within 5 years of purchase, or 150,000 miles. We used the service department when the engine went out a couple months after purchase. Everything went great and we had an enjoyable experience. The past 2 times have been terrible. We had 2 mechanics tell us the bushings need to be replaced. We took it to Carmax to fix the bushing since we have MaxCare and they said to take it to Kia due to a general motors warranty with the vehicle. We dropped our Kia off on Monday April 11th. The technician sent us a video of his inspection on Wednesday, April 13th and stated it was the struts. We began calling Bob King Kia to see how long it would take to fix it and NOT include all of the extras they wanted to add on to the vehicle ($70 to install new windshield wiper blades??). We were not able to get a hold of anyone until Saturday, April 16 (the day before Easter). Our service advisor, Matt, said the struts were not covered under the warranty. We told him we had MaxCare and gave him all of the information he needed to verify the issue with them. We had called MaxCare at the same time to make sure this would be covered and they said yes. We called Matt several times that day and he said he could not get in touch with MaxCare. My husband needed the car to go to work on Monday and Tuesday. Matt and his supervisor agreed to let us take the car off the lot without paying a fee as long as we agreed to return it on Wednesday. He said he would spend Monday 4/18 getting our MaxCare covered and the parts ordered. We returned the car on Wednesday and Matt said he was having a hard time getting in touch with MaxCare. My husband called them and MaxCare said that was false. He was able to speak with someone in less than 10 minutes and MaxCare said they had not received anything from Kia, or a phone call. On Thursday, April 21st, Matt said he still couldn't get in touch with them. I called and spoke with his supervisor because my husband had to go to work the next day and work the long weekend. Matt finally called back 30 minutes after calling his supervisor and just like magic, he had called MaxCare, everything was covered and said our rental car (covered by MaxCare) would be at Bob King Kia that day for us to get. When we called later we were told it wouldn't be until Friday, April 22nd. My husband had to work that day. They said that they were "providing a luxury with the rental". We advised them that this was not a luxury because OUR insurance is paying for it, NOT them. They also had taken over a week to diagnose it and still didn't have parts ordered. My husband had to take Friday the 22nd off of work because he was without a car. We did get a rental car that day. We began calling every day, multiple times a day; no answer. I called Monday, April 25th and someone told us the struts were there and it would be ready that day. Called Matt around 4pm and he said the technician had not started on our Kia, but would start it first thing Tuesday morning. The car had been there for 2 weeks at this point for a 3 hour job. Guess what happened on Tuesday?? It wasn't ready. Couldn't get in touch with Matt, or any call back from the service department. No one would answer or call bad Wednesday, or Thursday either. FINALLY got a hold of them on Friday, April 29th and they said the technician hasn't been there since Monday and our car STILL hasn't been touched. We now have to get a new technician with them, fill out consent forms for them AGAIN, and then we're told it won't be ready until WEDNESDAY, May 4th!!!! Our car has been in the shop for 3 weeks now and communication is TERRIBLE. It is also VERY concerning because Matt has misplaced our key (he did find it), they left our car unlocked on the lot where anyone could have stole things out of it, or the vehicle, and they tell us one thing, but something different the next time we call. Our vehicle also had minor damage (my husband fixed quickly at home when we brought it back for a few days so he could use it to go to work over Easter). I know there are a lot of things going on with the economy after COVID, but we can't blame COVID on everything. Customer Service is AWFUL!! Departments don't communicate well with each other and then they don't communicate well with the customer. We are just trying to get our car back regardless if its finished or not (Carmax could have finished this 2 weeks ago). I do NOT recommend EVER shopping at this location, or using their service department!! You will have terrible communication, lies, rude behavior, possible damage to the vehicle that you might not find until later, and a long time without your car.