I have dealt with Dick Hannah Kia Of Vancouver on 2 separate occasions, specifically Service manager Devin Henry, and in both times they have managed to show their complete inability to service and assist their clientele. My first experience with Dick Hannah Kia Of Vancouver they managed to lose my keys only to accuse me of taking them with me, Shortly after I talked to a manager they were somehow found in less than 5 minutes. Unfortunately, due to the delay the car would not be ready when it was suppose to and I was forced to pay for a rental car for an additional day. The following day Dick Hannah Kia Of Vancouver informed me the ignition had been re keyed and the keys would not work both the door and the ignition. They had to be reordered and would delivered in 2 weeks. 13 months later I have yet to receive my keys or reimbursement for my rental car. After the 4th or 5th time of telling Devin Henry the same story I chalked it up to a loss and moved on.
Recently my air bag light came on, and with a road trip coming up, I thought it was a good time to service the Sorrento prior to the trip. I took the car in at 11:15am with the goal to have the sensor scanned, reset and fixed if needed. I was told the regular service would be needed and they would contact me if they discovered any other work was necessary. Several hours later I was called and told there was additional work needed and was told the car could be picked up the next day. The next day not being an option for me, I asked if the car could be picked up at 6:00pm, (closing of service). I was told 6pm would not work, but if I was able to get the car at 5:45pm (15 minutes earlier) it would be done.
When I arrived at 5:45 the car was still on the lift and continued to be worked on until 6:15. Clearly they did not want to stay until the posted hours of business. Once paid for I pulled onto the highway only to look down and see the air bag light was still on. The whole point, $900 later, was to get the air bag fixed which they failed to do! I turned, and 5 minutes later when I pulled back into the service lot everyone from the service team was gone. I was told I would need to come back the next day.
Having been in the service industry for some time I can say with total confidence there are multiple things wrong with how Dick Hannah Kia Of Vancouver does business. Not only is there a complete lack of follow-up by any of the employees, but when the customer has to follow up on their own, or make multiple attempts to get information, they get defensive and accuse the customer of being too demanding. Another issue that is apparent, is a massive bottle neck in the information chain. For some reason only the agent who checked you in can assist you. If they are gone nobody else can tell you anything about your car until that original “check-in” agent is back.
It has been way too difficult to get what I consider normal, relatively simple service for our car here. Going forward I will be taking my car to Ron Tonkin Kia in Gladstone even if it involves an additional hour drive. In the end, the service team of Dick Hannah Kia Of Vancouver is either incapable or incompetent neither of which are good.