Southwest Kia of Rockwall - Service Center

Excellent Customer Services I took my Kia to this dealership and it was received by Mark Lilly, he helped me to understand the levels of maintenance my car was needed. I asked hi I took my Kia to this dealership and it was received by Mark Lilly, he helped me to understand the levels of maintenance my car was needed. I asked him to check additional items in need of attention. He went above and beyond to fix the extra things with extraordinary customer services. If you need this dealer to take care of your car seek for Mark Lilly, I know you will agree with me. Thank you, Mark, for all the attention to detail and your extraordinary in Customer Service in my Kia. I appreciate that. Claudia More

Above and Beyond We drove into the service center on a rainy Saturday two weeks ago when our tire blew out. Gary was awesome and helped us out - and we weren't drivin We drove into the service center on a rainy Saturday two weeks ago when our tire blew out. Gary was awesome and helped us out - and we weren't driving a KIA. They went above and beyond to get us a new tire, communicated everything needed, etc. The waiting area was clean and friendly, and Gary was great as a customer service rep. When I got another flat this week (lots of construction thru that area) - I pass my own dealership and went straight back to Gary and the KIA Service Department (including Milton). They had us back on the road in no time - and made the slight detour that day much better. Will definitely be back and be customers from now on! Great job, great staff, great service! Julie Beaver More

Nightmare using Southwest Kia of Rockwall's Service Dept I want to say that this review is 100% due to the way my wife and I were treated by Southwest Kia Rockwall's service department employees, including t I want to say that this review is 100% due to the way my wife and I were treated by Southwest Kia Rockwall's service department employees, including the service department manager. It's also important to note that we were never once belligerent, and treated everyone we dealt w/with at Southwest Kia with respect. Our 2014 Kia Forte's brake switch light would not turn off so the brake lights were always on. We noticed this when the car was dead one morning and after we jumped it, couldn't get the brake lights to turn off, which led to the dead battery. We took it to Southwest Kia of Rockwall and they were able to fix it quickly and I was in and out in 45 minutes or so. The very next day, the traction control began to malfunction and could not be de-activated which caused the car to basically brake itself at its own will. Thankfully when that happened, we were driving in our neighborhood and not on a highway. We drove the car into our driveway, turned it off, and let it sit a few minutes to see if the issue persisted. Upon turning the car back on, we could not switch the car out of park, it would not reverse or go forward. When we bought the car last year (from Southwest Kia Rockwall), it came with a Kia certified pre-owned warranty. We ended up having to have a tow truck come get our car and Kia covered the cost because it was under warranty still But, let me just emphasize that part again: OUR CAR HAD TO BE TOWED TO THE KIA DEALER (it's an important part of the story as you'll find out in a bit). Upon having the car towed there, we were given a loaner vehicle and told that we'd be contacted by them as soon as they knew what was going with the car. Later that same day, our service adviser called and told us that they could not duplicate the issue, the car was driving fine, and we needed to return the loaner vehicle. I told our service adviser that this isn't going to be acceptable as there was a serious safety issue with the vehicle and it was an issue that hadn't previously occurred prior to their service department repairing the brake switch light just the day before. Never mind the fact that we had to have the car towed there earlier that day. I requested they "escalate" the issue and asked if they'd contacted Kia or another Kia dealerships service dept and I also requested the contact info of the service manager. Upon getting the service manager's name and phone number, our service adviser told me the best time to contact the manager would be the following day from 8:30am to 9am. I called the service managers direct phone # just prior to 9am that day and went to voicemail. I left him a detailed message and requested he call me back at his earliest convenience. We then did not hear a thing for SIX FULL DAYS when our service adviser emailed us the following (and yes, his email was in all caps): GOOD MORNING, THIS IS xxx AT SOUTHWEST KIA. HOPE EVERYTHING IS OK, IVE CALLED MULTIPLE TIMES AND LEFT VOICEMAILS TO xxx-xxx-xxxx WHICH I THINK IS YOUR HUSBANDS PHONE NUMBER TO LET YOU KNOW YOUR CAR IS READY FOR PICK UP. After we got this email, I checked our phone's call logs with our provider. While I knew they hadn't "called multiple time" or "left voicemails", I wanted to validate we didn't miss something. And, as expected, we hadn't. Our service adviser BLATANTLY LIED about getting in touch with us. However, I can't much fault him considering his mgr doesn't even communicate with his customers. We had to insist there was an issue with our car, even after it had to be towed there. On the invoice, in the comments, it literally starts off by saying, "wife states that the car wouldnt run" (misogynist much?). They did not provide a complimentary car wash or for that matter make any attempt whatsoever at apologizing or providing some sort of appreciation for our business. Customer service at Southwest Kia does not exist. It's obvious their customer service philosophy is mis-aligned from the very top as we were treated extremely poorly by several front line employees in addition to a member of their very own management team. If anything, we hope that this review prevents someone from having a similar experience. We will not be using them again, not even to get our free oil changes for buying the car there. Use them with caution. More