By far, my experience with Stokes Kia was the worst - Erin B.
By far, my experience with Stokes Kia was the worst experience I have ever had with a car dealership/repair shop. On 9/11, my car was vandalized and due to the damage done my insurance company recommended that it was taken to a dealership for repair. It was towed to Stokes Kia and later that day Courtney in the service department called asking for some background info on the car. That was the last good experience I had with Courtney/Stokes Kia.
The following four weeks it took for them to complete the work on the car were filled with me, my husband, and my car insurance company (both my adjuster and the internal car rental team) essentially stalking Courtney’s voicemail, leaving multiple messages, asking for an update. It would take days for us to get a callback with vague status updates.
On 10/9, my husband won the lottery and actually got Courtney to pick up her phone, during this conversation she said that the car would be ready as early as the next day but no later than 10/15. My husband confirmed with Courtney that someone at Stokes Kia would call when the car was ready and Courtney said yes. On 10/13, I received a call from the car rental company saying that Stokes Kia called and terminated our rental on 10/11, stating that the car was done. I called Courtney and – shocker – left her a message, asking for the status on the car. She called back and left a message stating that it was done on 10/11, but that she wasn’t at work that day.
At this point, we just wanted the car back and to be done with Courtney and Stokes Kia. We drove up there and Courtney basically was like this whole experience was awful and it’s not my fault that no one called you. She then proceeded to shuffle through papers trying to figure out how much to charge us and then when figuring out a total, looked to us for the confirmation on the total, like somehow it was our responsibility to know. After paying, she gave us the car keys and pointed us to our car. The car, after sitting outside for a month, was FILTHY, with dirt and leaves caked on it (because it was sitting under a “shedding” tree as Courtney told us). I guess assuming that they might run it through the car wash after having it for a month was too much to assume of them.
Icing on the cake, because Courtney could not justify the length of time it took to fix the car and because no one called us on 10/11 when the car was ready, we are going to have to pay the car rental balance that my car insurance company won’t pick up, due to lack of a solid justification from the dealership as to why it took so long for them to fix it. My adjuster flat out told me that there was a week at the end of September that Courtney could not properly explain to them what exactly they were doing (or not doing) with the car.
All in all, literally the worst experience ever.
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