Russ Darrow Kia of Wauwatosa

I had a pretty poor experience recently at this dealership. I lease a car from here and I had called about an error I was getting that caused my car to not start at an intersection more than once. dealership. I lease a car from here and I had called about an error I was getting that caused my car to not start at an intersection more than once. I was also due for a standard oil change. When I brought the car in I had brought it in for the oil change and the error issue. I was told I had a recall to my car and that was more than likely the issue I was facing. They had my care for two days and when I picked up the car, all was good. Until a week later I went to start my car and the same error occurred, this time leaving me with a dead car - it would not start. I was to be in Chicago this day, so I started googling what it could be. ( this was same error I had brought it in for) and one of the things was dead/low battery. So I called the dealership and has asked right off the bat when an oil change is done what is completed. The listed a few things and also stated running a battery test. Once I popped my hood I saw that my coolant and my washer fluid hadn't even look touched ( I took pictures of the results) and I was able to jump it and bring it in someplace else on a Sunday to get battery tested and it instantly failed. I then had the battery swapped and I haven't had any issues. I have since then ( the last 6 days) been trying to get ahold of any leadership and have yet been able to be called back. I have called every day with no results. I am HUGE on customer service and also trusting that when work is being done that all points are being done. The misses I experienced were controllable and inconvenient and for me More

Overall very disappointing experience. The only real positives I can say are the purchase process was expedited and easy. Now for the disappointment. It was agreed upon that my vehicle The only real positives I can say are the purchase process was expedited and easy. Now for the disappointment. It was agreed upon that my vehicle would be delivered to me and the tank would be full of fuel. A delivery fee had been discussed throughout the process. It's my understanding and opinion that if delivery has been agreed upon, then the vehicle should be delivered via a flatbed truck or a trailer. Instead, the dealership chose to have someone drive my brand new vehicle over a hundred miles to deliver it to me. This was never discussed throughout the process and was not something I approved. Once the vehicle had reached me, the fuel tank was not full as promised. Shortly after receiving the vehicle I noticed a small missing panel that covered the fuses in the cab. I had reached out to the dealership expressing my disappointment in how the vehicle was delivered and the fuel tank not being full. I also let it be known that I was missing a panel and I expected it to be sent to me. I was apologized to for the missing panel and for the fuel tank not being full. I was told that the panel would be sent to me promptly and that a fuel card would be sent to as resolution for the tank not being full. I waited over a week for the items to be sent to me and they hadn't arrived. At that point I completed the survey sent to me by Kia reflecting my experience and frustration. I had also called the corporate offices for this specific dealership leaving a voicemail expressing frustration as well. Within 24 hours of that voicemail, the general manager of the dealership called me. This gentleman was completely combative on the call. He did everything he could to talk his way out of accountability that should have been taken for the issues. Claiming that flatbed delivery was never agreed upon, even though delivery absolutely implies flatbed or trailer delivery. Claiming as well that fuel was never negotiated on the deal even though the dealership receives a stipend from Kia to make sure the fuel is full. Stating that if I would have come to the dealership myself that I ultimately would have put the same miles on the car as the dealership did. What and how I personally would have put miles on my vehicle is completely irrelevant. I purchased a brand new vehicle. That does not mean a vehicle with over a hundred miles put on it before I even laid eyes on it. Now the miles obviously can't be taken off and they're really isn't a resolution for that particular issue. But the missing panel and the fuel were in my opinion small issues that could have been resolved so much easier and faster than this dealership chose to do. Instead I have someone who is management in this location calling being combative and giving absolute attitude. That is beyond unacceptable. Ultimately, 4 days after the inappropriate phone call my panel finally arrived. Another two days after that, a $25 check arrived in the mail. That dollar amount was completely appropriate for the fuel that was missing. Had the dealership done the right thing immediately, that was something that would have never been an issue. As far as the panel goes, had the dealership done a proper inspection when they received the vehicle from Kia, that's another issue that would have been avoided. Small things that should not have turned into the difficulty that this has. A quick resolution and I would be giving positive review. The individual sales rep that I initially spoke to was good. He was doing his job to the best of his ability. It was those that were above him that caused the problems. All this being said, I couldn't in any sort of good conscience give a positive review or recommendation for this location. I will not recommend anyone go to that location and I have no intentions of having any further contact with them myself. More