Napoli Kia

Napoli Kia responded

Thank you for this feedback. We're very sorry to see that you didn't have the best experience at our dealership. Would you mind sending us a message with your contact information so we can learn more about your visit and address your concerns? While we're disappointed to learn that we didn't meet your expectations, we'd love to try to turn things around and make sure the same thing doesn't continue to happen. Scott Haverl, General Manager 203-877-5141 scotth@napolimotors.com

mike_and_jenn responded

Here's what happened. This is a new car, leased, with a lot of new technology. It's 100% battery-driven. This means there are fewer parts/pieces to have to worry about, but driving habits also must reflect the limitations of the technology. After a year, we're happy. Suddenly, the primary driver starts seeing error messages regarding the battery discharging due to external devices. We don't know what that means. There isn't much to look up regarding what this error message means. Using the internet, we learn some operators felt the cause was because of a software upgrade, or need for a software upgrade. Others had the car entirely die because the battery died. We erred on the side of caution and made an appointment with the service team, explaining the error message. We relayed that there are no devices, external or not, being used. No phones are plugged in to the UBS port, not that they draw a ton of wattage. No internal lights are on... Nothing. Next day, the car dies. Because the car is locked, we cannot unlock the door using the key fob. We use the physical key to unlock the door, giving us access to the cabin. We try to plug in the car to see if it's the larger batteries which operate the drive chain, but those were charged to over 90% prior to the car completely dying. We jumped the car, which got the car the respond again. We drove the car about 1.5 miles, from our home in Milford to the Milford Kia dealer and drop it off. The next day, the result of the service team inspecting the vehicle was a printout which shows the car's 12V battery is fully charged and operational. Regarding the error messages? Those aren't in the car's memory. No one had any ideas what those were referring to, or worse yet, what could have caused it, so we are unsure of when the messages will occur again. Our sentiment went from "we love the car and the dealer/company" to "we like the car but don't trust it, and the service team did little more than shrug their shoulders at us." Again, I get it. This is a new car and it includes new technology. But we felt like we were viewed as idiot customers who couldn't figure out an EV, or were trying to run a coffee pot and refrigerator off the car, or completely imagined the event. Had this happened while my wife was at work, we wouldn't have been able to jump it without driving an extra 40 miles to Darien. And the result of the shrugged shoulders for why it happened results in us carrying jumpers cables, because we haven't changed how we operate the vehicle but have to assume that, without changing anything, the car will fail again. I don't see this turning into a purchase of a leased vehicle when the lease is up, or quite possibly looking into another vehicle manufacturer when the lease is up. What would you do?

Napoli Kia responded

It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that we met your expectations. Thank you again for choosing Napoli Kia, we look forward to having you as one of our valued customers for many more years to come! Scott Haverl General Manager

Napoli Kia responded

We are very happy to have provided you with such a positive experience! We sincerely value your business and look forward to your next visit. Scott Haverl General Manager

Napoli Kia responded

Thank you so much for your kind words for Jen and Mike, and for taking the time to leave us this wonderful feedback! Scott Haverl General Manager

Napoli Kia responded

Thank you for taking the time to share your thoughts on working with Mike, Jennifer and our team. We're glad to hear we delivered such a great experience! Scott Haverl General Manager

Napoli Kia responded

It's great to hear that we were able to help you out. Our goal is to make sure everyone who walks through the door leaves happy. Thanks again for choosing Napoli Kia! Scott Haverl General Manager

Pitstopdog responded

Error, was your Nissan location Was there yesterday. Luis was great for my secong service.

Napoli Kia responded

It's great to hear that we were able to help you out. Our goal is to make sure everyone who walks through the door leaves happy. Thanks again for choosing Napoli Kia! Scott Haverl General Manager

Napoli Kia responded

Thank you for taking the time to write this review and let us know how we are doing. Our customers are our top priority and your feedback is greatly appreciated. Congratulations on your new car! All of us at Napoli Kia are glad to have you as a customer. Scott Haverl General Manager

Gary responded

Five star

Napoli Kia responded

Thank you for taking the time to share your feedback with us. We work hard to make sure our guests have an exceptional experience. We will share your comments with our team, and we look forward to working with you again. Scott Haverl General Manager