I purchased the very first Kia minivan Dulles Motorcars - fields.mrv
I purchased the very first Kia minivan Dulles Motorcars sold in August 2001. For more than 25 years, I have purchased and serviced my vehicles with this dealership, which makes writing this review incredibly disappointing.
One service appointment did not destroy my trust. The dealership's response after acknowledging its own communication error did.
I scheduled my July 15, 2026 appointment for an oil change only. When I made the appointment with Rochelle Sabino, I specifically declined the recommended 70,000-mile service because my Sorento had only about 67,000 miles. I also explained that I had already replaced the cabin air filter after a recent mouse incident and had recently rotated my tires.
When I checked in that morning, Rochelle again confirmed I was there for an oil change only and asked for the best phone number to reach me. I provided my cell phone number.
The problems began before my vehicle was even checked in. The service department had been moved to a different location without notice, and after arriving at the new building, I wasn't checked in until about twenty minutes after my scheduled appointment.
When I returned that afternoon, Rochelle handed me an invoice for $1,360.63.
I was stunned. I had requested an oil change with an estimated cost of $93.57.
I had already declined the additional maintenance twice—once when scheduling the appointment and again during check-in—so I did not understand why those services were being presented for authorization at all.
When I questioned the charges, Rochelle acknowledged that the service recommendations had been sent to the wrong phone number. Instead of contacting me—the customer who scheduled and checked in the vehicle after providing my correct phone number—the dealership communicated with my husband instead.
Rather than addressing that communication error, I was repeatedly told that my husband had approved the work. Acting manager Elnaz Ahadi even stated several times that he would "feel more comfortable talking to my husband."
They completely missed the point.
I am the sole owner of the vehicle. The dealership acknowledged contacting the wrong person, yet continued to rely on that mistake to justify more than $1,200 in additional work. To make matters worse, I was charged $68 for a cabin air filter that I had specifically told Rochelle had already been replaced.
The dealership reduced my bill by $200, but that never addressed the real issue. My concern has never been the amount charged—it is that additional work was authorized after the dealership contacted the wrong person despite having my correct contact information.
Instead of immediately posting a negative review, I emailed General Manager Sam Hamdan to allow Dulles Motorcars to investigate and make things right. He promptly apologized and assured me he would speak with those involved and get back to me "first thing."
He never did.
After waiting a week, I sent a polite follow-up requesting an update. I never received a response.
That silence ultimately told me everything I needed to know.
Mistakes happen in every business. What defines a company is how it responds. Dulles Motorcars acknowledged contacting the wrong person, continued to rely on that mistake to justify unauthorized work, and then failed to honor management's promise to investigate and follow up.
After more than 25 years as a loyal customer, I have made the difficult decision that I will never purchase another vehicle from Dulles Motorcars or return there for service.
I never expected that a dealership I trusted for a quarter century would lose my business over a single oil change, but if this is how a customer of twenty-five years is treated when the dealership makes a mistake, I can no longer recommend Dulles Motorcars to anyone considering purchasing or servicing a vehicle there.
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