The most horrific experience ever! - Susan.Ramos
I bought a brand new Kia Optima SXL limited edition vehicle in 2013 and a Kia Forte in 2015 from Berwyn Kia. The Optima came with a 100,000 mile bumper to bumper warranty. Since the car has failed me very unimaginably, including needing a new engine, starter, alternator, and audio system, there have been issues with the air conditioning system, overheating, and among many other concerns. Everytime I've brought it in for servicing, I have found myself needing to convince Berwyn Kia about such warranty. The matter has been truly exhausting, a total and complete nightmare!
Over a week ago I brought the car in to get yet another issue resolved, and to revisit prior very poor quality work. And yet again I was given the round around.
I found myself needing to make numerous attempts to escalate my issue but to no avail, because the owner Al also refused to take my calls,
The owner didn't care to listen to my iissues, to learn about the below standard job performance of some of his employees, in the area of basic customer service, due diligence, follow through, work ethic, follow through, a basic acceptable level of quality in their work.
Instead he called me to threaten me to remove my car from his premise, that he found it very disrespectful of me to have called to speak to a number of his employees, in my need for assistance with my matter, in my need to get a basic answers to do with my failing vehicle.
In his call he was rude, threatening, condescending, unapologetic, ungrateful and unprofessional, and like his employee, without letting me get a word in, after he finished threatening me that he would call the police to have me arrested if I ever stepped foot in the premise, hung up on me! Yes this after spending over 70,000 dollars in his facility!!
I had to call the Berwyn police department to escort me to the facility, to remove the Kia Optima Limited Edition 40,000 dollar failing vehicle, I purchased from him, which still had the visible bumper damage it sustained at the facility, damage they said, they would repair and later refused responsibility for.
I now understand why everytime I visit the facility I see different employees, why the phones ring off the hook when I call to schedule an appointment, why I have found myself needing to call the sales department to have my call redirected to the service area. Yes, they do answer their sales calls.
I now know why employee's such as Hector in the service department think it's okay to be rude and disrespectful to a customer, why they are argumentative, and why they feel so empowered to actually hang up on a customers, and talk to them in any unprofessional and disrespectful way, I understand why it is acceptable for this facility to take 3 days to diagnose a vehicle and why the follow through is so poor and unacceptable.
When a business owner fails to understand who is the bread and butter of the business, and how they impact the bottom line and also don't know what is the number one reason whybusinesses fail, they truly have no business being in business, this is my opinion.
I have never been treated so poorly in my life and in other business I have been treated way better for purchases I've made of a significantly lesser value!
I of coarse will never again purchase another vehicle from this facility, and most certainly and will definitely not recommend the product or the facility to anyone ever quite the contrary, for the reasons I just gave you!
I await to hear from the Corporate Kia Consumer Department. I hope they value my loyalty and business!
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