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POOR CUSTOMER SERVICE ---- TRAINING NEEDED - magdi
I don't usually take my car in for service, but had to do it for Recall work and scheduled an appt. I arrived and was "greeted" by a young man Howard? (that was the name on my paperwork). About 5'10, brown hair, tattoos on left arm. He only said "I'll be with you in a minute" and kept looking at his computer no eye contact. I waited over 20 mins standing there, while several other Service people stood around chit chatting and never offered to help. On two occasions while I was there, a young man from the garage area came in with keys/tags and would ask Howard questions, and Howard was rude and condescending to the employee. Asked him why he would have asked him those questions. Basically embarrassed the employee in front of me. I couldn't believe he was treating him like that in front of me. The customer before me needed a lot ofadditional help and I was trying to be patient. I kept watching other customers pulingl into the garage, so I eventually interrupted Howard and ask if I was supposed to have pulled into the garage. He told me Yes and I told him I couldn't understand why he let me stand there all that time and NOT tell me to pull my car into the garage. I then pulled my car into the garage, was scanned in and walked back in -- and there was another customer that had just walked in. Immediately, the service people that had been chit chatting called over to them to assist them so they wouldn't have to wait. WHAT??? They watched me standing there all that time and didn't offer to help!! Howard starts finally checking me in and then proceeds to start upselling me on service. At that point -- NO WAY -- you've just aggravated me (and you know it) so don't pitch me for additional service. When I returned later that day to pick up my car, Howard greets me again and tells me I have to go back to the cashier -- to which I respond "Where's the cashier?". He offers to walk me back (at which point I'm thinking to myself -- he must realize that he didn't deliver good service earlier today and he's trying to make up for ). He approaches the cashier's desk and tells the young lady that I'm there to pick up my car. The young lady grabs paperwork that was already sitting on the counter in front of her (which is not my paperwork) and Howard abruptly tells her that's not my paperwork. And in a very short, condescending tone tells the young lady "Just get her her paperwork!" and storms away! This young man needs some customer service training and an attitude adjustment!! He's arrogant and condescending to his coworkers -- and he's doing it in front of customers!!! And just when I thought this very unpleasant experience at Matt-Blatt-Kia was over -- I get into my car -- only to discover that the repair person left his small empty Deer Park water bottle in my car -- ewww! Disgusting!! Now I'm cleaning up the repair person's trash! NO THANKS!!
Unprofessional - Doug
My dealer was very short with me and sold me a vehicle above its value. The vehicle needed an oil change and they didnt even detail it before I signed the papers. I was told it would be done after I brought it back in to get two new back tires on it but they failed to keep their end of the promise made. Hunter, my dealer at RK Kia, failed to contact me when the tires had came in. I contacted the service manager for weeks before my appointment was scheduled. When I walked into the dealership Hunter said he left 2 voicemails and lied about that. His attitude is poor and needs to be addressed. Bad for business.
3hrs & 15mins later they still failed to fully clean the markings out of the car.