Southern Kia - Greenbrier

I am writing to formally express my frustration with the service I received regarding a replacement key for my Kia Telluride. Last Thursday, I called and spoke with a representative who quoted me $279.99 service I received regarding a replacement key for my Kia Telluride. Last Thursday, I called and spoke with a representative who quoted me $279.99 for a key fob (without the physical key insert). At no point during that conversation was I informed of any additional “maintenance” or service fees. The following day, after my vehicle was dropped off, I received a call from Mariah stating there would be an additional $250 charge described as a maintenance fee. While this significantly increased the total, I accepted it since I needed the key and understood the situation would likely be more expensive than initially quoted. However, when I arrived to pick up my vehicle, I was told my total was $618. This was far beyond what I had been led to expect. When I reviewed the receipt, I noticed questionable charges, including: * $6.99 for “lube, gloves, eye protection” * $89.99 listed simply as “miscellaneous” When I asked staff to explain these charges, no one could provide a clear answer. I then requested to speak with a manager, as the pricing was inconsistent with what I had been told and lacked transparency. The manager approached me in an abrasive manner and asked, “What is it that you want?!” I calmly explained that I expected to pay the price quoted to me or, at minimum, receive a clear explanation of the added charges. Instead of addressing my concerns professionally, he instructed the front desk employee to “just give her what she wants.” Ultimately, my total was reduced to $540 after taxes, but the experience was unacceptable. The lack of transparency, unexplained charges, and unprofessional behavior made it feel as though I was being taken advantage of. As a customer—and a military service member—I expect honesty, clear communication, and respect. None of those expectations were met during this interaction. I am requesting: 1. A clear, written breakdown of all charges associated with my service 2. An explanation of the “miscellaneous” fee 3. Assurance that pricing practices will be communicated transparently to future customers I hope this issue will be taken seriously and addressed appropriately so that other customers do not have a similar experience. More

RUN away from the service department, don't walk! I brought my 2020 Kia in here because of some lights that came on my dash. The mechanic fixed one problem, for which I am grateful, but struggled to I brought my 2020 Kia in here because of some lights that came on my dash. The mechanic fixed one problem, for which I am grateful, but struggled to diagnose the other problem with the heat... or that is my understanding of it because they had my vehicle for a month with VERY LITTLE communication. Rebecca was as helpful as she could be given she isn't the one fixing the car, but communication across the board is terrible. I have never seen a business run like this! You cannot get a hold of David, the manager of the service department to save your life! Extremely unprofessional!! If you're thinking of getting your Kia serviced here, please reconsider and save yourself some time and sanity! Hey Kia, maybe you should consider getting rid of some of your useless employees and give Rebecca a promotion because at least she answers the phone and tries to help. Oh and surprise, the problem with my heat came back after being fixed 4 days ago. RUN away!!! More

Great service. Fast and much appreciated. Pleasant staff Waiting room was clean Really too much with the survey and words Fast and much appreciated. Pleasant staff Waiting room was clean Really too much with the survey and words More

The service department has cost them a customer. Can't answer the phones, don't call when service is delayed. Twice my experience has been that they over book their capacity. Once brought car in Can't answer the phones, don't call when service is delayed. Twice my experience has been that they over book their capacity. Once brought car in for a scheduled oil change, waited 3 hours past my scheduled time and still didn't take my car. Yesterday my wife dropped her car for a recall of which they already delayed on a previous visit. No call, called 5 times no call back to find out today they hadn't even started the car. again tried calling no less than three times this morning and could not get anyone to answer. Done with Southern. More

We have been dealing with this dealership since 2023 when we purchased our Telluride. The beginning was rocky when the first salesman told us he did not have any Tellerides in stock. Then we were given anoth we purchased our Telluride. The beginning was rocky when the first salesman told us he did not have any Tellerides in stock. Then we were given another salesman that did know what was in stock and I fell in love with my Telluride. Then, we had issues with the finance representative that became very upset when we wanted to go with our bank at a much lower interest. He threatened to stop the sale and make us leave. Our salesman stepped in and apologized for his actions and all was well. Then, the issues began again, when we had to take our car in for recall and warranty work. It took a long time to get in, extended time in the shop and no status notifications. Right now my car is still in the shop after 8 days with no idea when I may get my car back. They are having issues getting my car calibrated. We have called multiple times leaving messages, sending texts and just calling to talk with a human. The 2 times I could get someone to answer just tried to connect me with the service department and told me no one would answer. It's very infuriating to feel that they do not care, that it's alright to keep your car days on end without giving us a plan for fixing the car. They knew day 1 what the problem was! Today, still no calls or texts. I would not recommend them for any service needs. I feel ignored, management trying to blame me for "missing an appointment" when we changed it and telling me they are very busy, thus they do not have time to call. Please do not use them. More

No one in the service department will ever return a call. No updates are given about service issues. No updates are given about service issues. More

So glad to have express oil change and it was FREE! !!!. Polite associates-thumbs up !!!. Polite associates-thumbs up More

Great, fast, easy The service was fast, easy and smooth. Great communication It was great Great communication It was great More