Koons Kia of Owings Mills

I want to make a complaint about my experience with the service advisor team and customer service. I recently brought my vehicle in for a diagnostic appointment because the driver-side blinker was mal service advisor team and customer service. I recently brought my vehicle in for a diagnostic appointment because the driver-side blinker was malfunctioning. After the diagnostic, I was told that the dealership would need to keep my vehicle for approximately three days to “dig deeper” into the issue. I was also told that the repair will be covered because my vehicle is still under warranty. My main concern at that point was transportation while my vehicle was being serviced. I specifically asked about a loaner vehicle. The service advisor told me that before returning for my appointment to drop off the vehicle, I should call ahead to make sure a loaner was available so that I wouldn't waste my time coming to the dealership if one wasn't available. I followed those instructions and called this morning. After my 3rd attempt, I was placed on hold for approximately ten minutes. When I finally spoke with someone, I was told that the dealership does not provide loaner vehicles and that they only work with Enterprise. I was also told that there was no guarantee that the rental would be covered under my warranty. This is what is particularly upsetting to me. I was given very specific instructions by the service advisor to call ahead and confirm that a loaner was available. I did exactly what I was told, only to find out that the information I was given was not accurate. I understand that policies can exist regarding loaner vehicles and rental cars. What I don't understand is why I was told to confirm a loaner was available if the dealership doesn't actually provide loaners. Had I been given accurate information during my original appointment, I could have made other arrangements and avoided wasting my time. I also found the service team's response over the phone to be unhelpful and frustrating. I'm in the customer service industry, and they way I was treated over the phone is unacceptable. Because of this experience, I cancelled my appointment. I’m not making this complaint because I expect special treatment. I simply expect accurate information, good communication, and respect for my time. I would appreciate someone looking into what happened and addressing the communication issue with the service advisor team. More

We purchased a new Kia from Kia of Owings Mills on October 20, 2025. During the purchase, we were sold a four-year maintenance plan for $1,500 covering oil changes, tire rotations, and other routine m October 20, 2025. During the purchase, we were sold a four-year maintenance plan for $1,500 covering oil changes, tire rotations, and other routine maintenance. Before purchasing the plan, we specifically asked whether it could be used at any Kia dealership because we live about two hours away and would not be returning to Owings Mills for routine service. We were told that it could. When we took the vehicle to our local Kia dealership for its first scheduled maintenance on April 4, 2026, the service department could not locate the maintenance plan. After reviewing our paperwork, they informed us that the contract was actually for a Lincoln/Ford maintenance program, not a Kia program, and that they could not honor it. We had to pay $149.64 out of pocket for the first oil change. We contacted our salesperson, who tried to help but did not have the authority to resolve the issue. We then emailed the dealership's Manager, Assistant Manager, and Controller on April 5 and again on April 15, requesting either that the maintenance plan be converted to an equivalent Kia maintenance plan or that our $1,500 be refunded. We received no response. On April 16, we sent a certified letter outlining the issue and requesting a resolution. The dealership refused delivery, and the letter was returned to us unopened. After exhausting every reasonable attempt to resolve this matter directly, we filed a complaint with the Maryland Attorney General's Consumer Protection Division. Consumers should carefully review any maintenance or service contracts before signing and verify exactly which vehicles and dealerships are covered. Our experience has been extremely disappointing, not only because of the maintenance plan itself but because the dealership has chosen not to respond to repeated attempts to resolve the issue. More

What a Nightmare. .🤬 If I could give them (-⭐️) negative stars I still wouldn't give them any!.. I learned in my 17 years in Radio that communication is key 🔑.. Your .🤬 If I could give them (-⭐️) negative stars I still wouldn't give them any!.. I learned in my 17 years in Radio that communication is key 🔑.. Your not gonna get that at Owings Mills Kia Service Department! September 15th 2025 is when I towed my car there. As my engine had failed and my warranty covered a replacement. I had already informed Zurich where my car was. I received a call from Samantha and was told that I would receive an update in 24-48 hours and they do not offer loaner cars. After 3 days I tried calling the listed number in a text link sent..No Answer the whole day!.. I go on Google and tried that number..Got no answer?? I finally drive to the Dealership Service Department where Im greeted by Samantha.. I tell her my name and how I tried calling several times the day before. She says those are the wrong numbers and gives me her card .. She then says she will call me by end of business with updates cause she has to call my warranty company Zurich.. Im like cool.. I leave out of the service office and drive to leave the parking lot and notice my car is parked on the end of the lot.. (mental note) I go home and receive No Call.. No call the following day.. Not sure how long any of this is gonna take cause it's my first warranty engine experience.. I had received advice before, during and after this experience. Document everything, Rent a vehicle and Hire a Lawyer! (Great Advice) After 2 days of no communication I call and I am told Samantha is on a call and will call me back.. I don't hear from her until 9/25.. Where she mentioned they have still not called the warranty company or serviced my car.. Samantha started to sound like broken record, "Im gonna call them today and find out what they need from us".. She again states that she will call me back by end of business.. Of course again...No call.. Mind you again, Im still renting a car to work and pick up my kids.. 2 days go by (9/27) and I received a call from my warranty company asking had I heard from the service department.. I explained what I was told and asked is this normal practice.. They replied it depends on the work load and the efficiency of the service department.. Well I told them the communication has been bad so far.. No calls.. They said I should be updated and I should call.. So I called and No one answered the phone.. 2 hours later Samantha calls me and says she finally talked to Zurich and she knows what they need .. I mentioned to her that I just got off the phone with Zurich as well. Samantha said she would call me Monday 9/29 as the mechanic has already been assigned to do the work.. Of course Monday comes and goes no word from Samantha On Tuesday 9/30 I received a call from Zurich saying nothing has been sent in.. I then take a trip to the Dealership and Samantha tells me that the mechanic was out and they are behind.. I asked why wasn't this communicated to me.. She then stresses to me that they are under staffed .. I said to her, still communication is key .. I can understand, Just let me know what's going on. I leave out and as I'm driving I see 2 mechanics in the parking lot.. I tell them my situation and ask how backed up are you guys??? Let's just say I got an earful.. 10/2 I received a call from Zurich saying they haven't received any information and had I talked to Koons Kia Service.. I Updated them and said I would give them a call. I call and have to leave a message again.. I didn't expect a call back but surprisingly 10 minutes later I received a text from Samantha.. She apologized and again said she is alone in the service office and had 2 advisors quit unexpectedly. They have done all the steps Zurich asked, sent the files and she was gonna call now to follow up. I responded to her that tho I empathize, I need my car.. I only get information thru me calling or visiting.. This is not good customer service.. I've been patient and not knowing what's going on is unacceptable. She then sends me the 6 phot More