Lawrence Kia

We don't want your business! Today I was informed by General Manager, Chin Rajapaksha, that the Service Department in his dealership was refusing to do business with my son Sammy Today I was informed by General Manager, Chin Rajapaksha, that the Service Department in his dealership was refusing to do business with my son Sammy Cokeley for a brake replacements. Upon first blush this seems a bit bizarre! Turn back the calendar to May of this year. I left my 2008 Honda Ridgeline at this same service department for a routine timing belt replacement. A service this dealership had performed for me prior to this on other Honda vehicles I have owned. In fact, nearly all of the servicing be it oil changes, tire replacements, or other major mechanical needs have been provided to me by this service department. It is convenient and I trusted their Sr. Service Consultant Darrin Denning. I don't have an exact count nor total but I would estimate 10 different vehicles and tens of thousands of dollars have been spent by my family at this business. What started as routine took a quick turn for disaster when the technician didn't perform this service correctly compromising the original factory Honda motor. I received a call off business hours explaining that it was going to be taken to Ellena Honda to have the engine "overhauled" to return it to working order. There was no estimate on how long this would take nor any offer to lend me a car and no offer of a warranty. It was as if this should be a common mistake that I should have to live with. However, he did say I would be taken care of... To me this meant I would not be charged for said repairs and services due to the inconvenience and the compromise to my engine. Nearly three weeks after I dropped my vehicle off I was told I could pick it up. When I went to pick it up I was given a total cost that was much higher than any previous timing belt change I had ever had performed (I have owned Hondas since 1986 so this very common and an expected cost of owning a Honda.) I expressed that I was not expecting to have to pay for this repair gone bad. I was told if I didn't pay the stated amount that I could not take my vehicle. Darrin Denning was not available so I asked for the Service and Parts Director, Duane Roberts. He too was not in so I left my cell phone and requested a return call. I called the next day and left another message and still no return call. The weekend passed and I called Scott Duroe, one of the co-owners whom I thought I had a "great" relationship with due to outside connections. I got his message machine when I called the dealership on the system that would record the conversation but just seconds later got a return call from him on his cell phone. At first he acted like he had no idea why I would be calling him so I began to explain that I was very confused as to why I was going to be charged and why I was not offered alternative transportation nor a warranty on the work. He then lashed back at me and told me he was very aware of the situation and I quote "You need to get your xxx down here and pay your bill and take your truck!" Now I am completely in dismay and I attempted to reason with him to understand how any of this was my fault. He again repeated the demand and became even more angry with me before hanging up on me. At this time I contacted Pat Morrisey, majority owner, and left him a voice mail message. I also sent an email and txt to let him know what was happening. A half day later I got a call from Mr. Rajapaksha stating that I would not have to pay anything and to go back and pick up my vehicle. He was very apologetic and promised that this should not have ever happened but he was on vacation and please give him another chance, etc. I got a ride back to the Kia Service Center. While I was waiting a man approached me and asked me if I was Mr. Cokeley and I said yes. He introduced himself as Duane Roberts, Service Director. He said he was sorry about what had happened. He then got a stack of paperwork out and went over the repairs that were performed at their request by the Ellena Honda Service Department. He then asked me to sign a release. I asked him what I was releasing and he told me they were not responsible for my vehicle if anything was wrong with it or happened to the engine. I told him I was confused by this because Kia hired Honda to perform the work and my contract for repair was with Kia. I am pretty sure this makes Kia responsible and if there is a problem they would need to take the car to Honda. He became very, very belligerent and hostile telling me to sign the release or I wasn't getting my truck. I was now completely confused and bewildered so I told him I need to call the owners and see what I was missing. I left both of them messages and when I went back inside Mr. Roberts was in his office talking on his cell phone. I told him that I was sorry this went south but I was completely confused how he could be mad at me. His service department committed a mistake and had to remedy this but didn't want to warranty the work? He threatened me and told me he was going to call the police. I asked him what for and he said I was causing a scene?? He was the scene. He then made some false accusations and attacked me personally and came into my personal space in a threatening manner. It was the most incredible lack of professionalism I have ever witnessed. I left and a short while later I was called by Mr. Rajapaksha and told to pick my vehicle up at their USED CAR center. Yet another trip to Lawrence KIA! I met a salesman and got the keys. I started the Ridgeline and the Air Conditioning was not working... When it rains it pours! This was on a Saturday so I had to leave my vehicle over the weekend and pick it up on Monday. I was out of a vehicle for nearly one month!! I was told that Honda is warrantying the work but I have no paperwork backing this up. Mr Rajapaksha was very apologetic and insistent that I give them another chance and even offered to find me a newer model Ridgeline to trade me into. I told him I was going to have to think about it but that he was very professional and helpful so I asked him how that was to work since the Service Director and Minority Owner had berated me and not even offered to apologize. He told me to bring my service work to Mr. Denning. Yesterday my son called me and indicated that his brakes needed to be checked and possibly replaced. I contacted Mr. Denning by phone and text. My son dropped his 2003 Pilot off and left the keys with the service desk where he was told Mr. Denning would be calling me shortly. I got a text from Mr. Denning indicating that he was off that afternoon but would be working today so he would let me know what was needed. This morning I was called by Mr. Rajapaksha and told "This is nothing personal but they did not want to do business with me." This is the same guy who begged me to come back?? Nothing personal?? It is totally personal. I guess at this business customers are the problem and the lying and abusive personnel are not. I will be encourage all of my friends and relatives to avoid this business at ALL costs. I would suggest all who read this find the nearest KIA dealership or service center not in Lawrence. More

Best Car-Buying Experience... Ever! I would recommend this dealership a million times, to anyone and everyone! They ensure that their customers needs are met. Not only by choosing the ri I would recommend this dealership a million times, to anyone and everyone! They ensure that their customers needs are met. Not only by choosing the right vehicle, but by making sure it's the right price! Lawrence Kia went above and beyond for me. I found the car that I love, within my budget, and it's safety rating is one of the highest, which is crucial for my family. I can not thank my car salesman, Nick, along with all of the finance crew, AND the management, for putting me first, and making sure I left with the perfect vehicle! I will forever be grateful for all of their hard work! I will definitely be going to Lawrence Kia for future vehicle needs! Thanks, Lawrence Kia! More

Best Service Out There Kia was great with assesing my needs! I had the best customer service and I was able to leave with a new car the same day that fit my price range! Kia was great with assesing my needs! I had the best customer service and I was able to leave with a new car the same day that fit my price range! More

Very friendly! I was upside down horribly, other dealers made promises and didn't deliver. Ron did everything he said he could do and I drove home in my new Optima l I was upside down horribly, other dealers made promises and didn't deliver. Ron did everything he said he could do and I drove home in my new Optima last night! More

Great experience Chris had great knowledge of the features, worked with us on price, and was friendly, and was up front about all fees, etc. A very efficient car buyin Chris had great knowledge of the features, worked with us on price, and was friendly, and was up front about all fees, etc. A very efficient car buying experience overall. Thank you! More

A Great Help We purchased a 2017 Kia Sportage from Chris Pena. He was a great person to work with. He was very knowledgeable and made you feel very comfortabl when We purchased a 2017 Kia Sportage from Chris Pena. He was a great person to work with. He was very knowledgeable and made you feel very comfortabl when make a descion. When we got home we noticed brown spots on the car. After emailing the dealership we received a call from Chris and have taken the vehicle in to be looked at. They did a complete detail which didn't resolve the problem but we have another appointment with ano there person to get the problem resolved. I am just happy that they are not just ignoring the problem. More

Great, courteous service Chris Pena listened to our needs and wants. He was able to give us a great deal on our car with no hassle. We were able to also close the deal in a ve Chris Pena listened to our needs and wants. He was able to give us a great deal on our car with no hassle. We were able to also close the deal in a very efficient manner. More

nice dealership, salesman was great I have purchased many new vehicles and know the game, I can say the only thing that did not make me happy was pulling a customer into an Allstate Ins. I have purchased many new vehicles and know the game, I can say the only thing that did not make me happy was pulling a customer into an Allstate Ins. agent trying to sell you ins. located onsite. I came to buy a car and not ins. The proper way to handle this would have been to ask if I was interested in buying ins. I was under the impression that the person was the sales/finance manager and we were going to do some paperwork until I realized exactly what it was. Typical ads of displaying a price on internet and then only if you qualify for 100% of every rebate that is offered i.e. military,recent grad, uber etc etc.... This is the only reason for the 4 star "Dealer" rating. The salesman Nick Williams was great and all in all a great/smooth transaction. I guess call before and ask what are the details of the rebates/discounts. They still got me a good deal.. I do not normally get extended warranty because I build cars, but Jacob gave me an excellent deal. Oh and fill out this review the day after you get over your excitement of buying a new car. They ask you at the dealership and of course you are happy :) Its a psychological advantage for sure. More

Worked with me, as promised. I drove 58 miles because they promised they would work with me on financing. They kept their end of the bargain, and got me into a brand new car for l I drove 58 miles because they promised they would work with me on financing. They kept their end of the bargain, and got me into a brand new car for less money. Good job! Special thanks to Salesman Tank & friendly receptionist Amnesty. More

Our salesman was wonderful! Terry "Tank" was kind and personable. He was not pushy in any way and made us want to work with him. We appreciate his general all around willingness Terry "Tank" was kind and personable. He was not pushy in any way and made us want to work with him. We appreciate his general all around willingness and in understandingly what we wanted. He was a great sales person and we recommend him to everyone! More