Bob Dempsey | Page 8

Terrible Service Experience We purchased a used 2015 Jeep Grand Cherokee Limited a few weeks ago. We purchased at night and noticed immediately the next morning that all four tir We purchased a used 2015 Jeep Grand Cherokee Limited a few weeks ago. We purchased at night and noticed immediately the next morning that all four tires were bald and down to the wear bars. We called our salesman, Jimmy, who immediately said he would take care of it and call us back. We didn't hear back within an hour or two so we drove in and had Jimmy look at the tires and he agreed that it shouldn't have passed pre-purchase inspection and that he would have service order four tires. We called service two days later to see if the tires had come in and service told us they had no idea what we were talking about. Bob from service said he would check with Jimmy and see what was going on and call us back. To no surprise no one ever called us back. We talked to Jimmy the next day who tracked down service and told us the tires would be in by Tuesday. I've never seen tires take so long to be ordered. Last week we get a call that the tires were in and we set up an appointment, but we were told by Carol that we needed to contact sales and have them get it in writing to service that the tires would be replaced at no cost to us. Why on earth should I have to be the go between for Sales and Service? Do your own departments not talk to each other? We dropped the car off at night for a next day service, today, 3/18. No one ever called us to tell us the car was ready, so my wife called Service around 4:30 and was told it was ready, there was no balance, and we requested they leave the key for us so we could pick it up. We got there just after service closed after 5:30, I saw the car and looked at the tires real quick. These were not brand new tires. They were used, different brands/makes, and only 3 had been replaced. The rear passenger tire was still down to the wear bears. I walked into the service area, despite them closing, they still helped look for the ticket, which no one could find. Not wanting to hold them up I said I would leave the car and call tomorrow morning. I went back out for one more look and the ticket was in the car. Sure enough the ticket says 4 tires were put on. If they did put 4 tires on and put one on that was that bald, then you should be ashamed of yourselves. Who puts different branded tires on a car that you claim you had to order?! I walked over to sales and spoke to Jimmy as no one was left in Service. Jimmy said he would handle it first thing tomorrow. I told him I was leaving the car there and not taking until this was sorted out. I'm not confident at all that this will get handled appropriately What started as a great Sales experience with Jimmy, has turned into the absolute worst experience I've ever had with a dealer thanks to this. UPDATE: 3/20/20: Yesterday, Danny, the sales manager called me to formally apologize on behalf of the company. I was told four new tires were ordered and I would be updated throughout the day with when they would be in etc. I received a call later in the afternoon that the car was just about ready and they were getting it washed. Picked it up and this time it had on four brand new tires. It's unfortunate that this was such a run around, but I'm thankful that the sales department was helpful in getting this worked out. Danny and Jimmy were both helpful in getting this solved. More

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This was my very first time going to Bridgewater Kia. It could not have been a better experience. The Service Dept.- Carol (and the Service Manager- didn’t catch his name) answered all of my questions in a could not have been a better experience. The Service Dept.- Carol (and the Service Manager- didn’t catch his name) answered all of my questions in a very friendly and professional manner. The team made the repairs. Carol and the Kia Service team kept me informed (cost & timing). The whole experience exceeded my expectations. I will definitely be bringing my 2017 Sportage to them for any future needs. Thanks again for making it easy. More

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Always satisfied Polite staff, they keep you informed of progress. Great experience buying a vehicle and with my continued service of my vehicle when it’s due for an o Polite staff, they keep you informed of progress. Great experience buying a vehicle and with my continued service of my vehicle when it’s due for an oil change ect. More

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Poor service. No loyalty Motor was replaced. Brought my car back for several problems Kia told me they could not find anything wrong until I insisted there was something wr Motor was replaced. Brought my car back for several problems Kia told me they could not find anything wrong until I insisted there was something wrong with my car. After 10,000 replacement motor they will not honor any warranty to fix my motor More

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Refused to honor their own coupon , dishonest and rude. Dishonest , rude scammers , and terrible customer service. I dropped my Kia off for a diagnostic scan / report due to a check engine light and recall. Dishonest , rude scammers , and terrible customer service. I dropped my Kia off for a diagnostic scan / report due to a check engine light and recall. I was told the cost for a diagnostic scan was $134, for which I signed. However , I found a coupon on Bridgewater Kia’s website for a FREE diagnosis scan test and report on any Kia vehicle with the presence of any warning light. I received a bill of $75.09 upon pickup of my vehicle. I presented the coupon and I was told that by Carol , my service coordinator, that she could not accept the coupon because an additional evac scan was performed. When I reminded her that nothing was authorized, she said , “Oh that’s what you signed for , up to $134 of diagnostic tests. “ I was never told about any differentiation between tests or scans. When I asked for Bob, the manager, he proceeded to say that he did not agree with me or the coupon - and was not waving any charge. Carol was rude and said, “ Technically, we are already charging you for a half hour of service, when we should be charging you for an hour.” Followed by , “ I could go ahead and charge you the full $134 , if you’d like?” So, tell me Bridgewater Kia... Was I charged for additional scan or for a half hour of service? They both tried to add that coupon should have been presented at write up, when it did not say that anywhere on the website or printed coupon. Thank God I took a screenshot of the original coupon yesterday because when I checked the website an hour or so after I left the dealership , surprise... it now says must be presented at time of write up. — Nice trying to cover yourselves. They tried to make excuses and it was clear that they did not want me to walk out of that dealership without paying anything. Bottom line, they did not honor a coupon provided on their website for the service stated , signed for and provided. I will be following up with the owner of the dealership and will never do service with them again!!! More

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Great Experience at this Friendly Dealership! A great experience from start to finish. All staff was friendly, knowledgeable, and helpful throughout the buying process. The dealership was clean an A great experience from start to finish. All staff was friendly, knowledgeable, and helpful throughout the buying process. The dealership was clean and modern, and I drove away feeling like I got a great deal on my brand new Stinger. Would highly recommend. More

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No Service Service Dept Brought my 2017 Sorent EX after Tripple A charged a dead battery. Dealership never called about status so I called day 2:00 pm and was told they were Brought my 2017 Sorent EX after Tripple A charged a dead battery. Dealership never called about status so I called day 2:00 pm and was told they were working on the car. Called again at 4:00 pm and was told the battery tested low but was good and was not eligible for a warranty replacement. I was then placed on hold for 10 minutes after I asked the price of a new battery since I didn't want to get stuck on the road. I called back and was told the Parts Dept hasn't responded to the their call. Only after I physically went to the dealership was I able to get a quote on a new battery that was then installed. The Service Dept seems to have new people who are brain dead with no regard for the customer or any concept of service. More

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Transmission Troubles Resolved I bought a new 2017 Sportage from Bridgewater Kia 18 months ago. About every 200 miles or so while driving the automatic transmission would slip into I bought a new 2017 Sportage from Bridgewater Kia 18 months ago. About every 200 miles or so while driving the automatic transmission would slip into neutral. The transmission would re-engage by taking my foot off the gas. Needless to say this was frightening and somewhat unnerving, especially when you were pulling into the fast lane on a highway doing 70 mph. They couldn't diagnose the problem even after they hooked me up with a "flight recorder" which monitored my engine conditions when this happened although the data captured by this device did show the engine racing when the transmission slipped into neutral. Kia authorized the installation of a new transmission. Bridgewate Kia let me have use of a courtesy car for the duration of the work. I went and picked up the car and as I was pulling out of the dealer lot I noticed two fractures in the windshield running parallel to one another from the dashboard up that looked like stress fractures that occurred when they put the new transmission in. I immediately drove back and with no questions asked they returned the courtesy car to me while they had a new windshield installed. I picked it up a few days later and within 24 hours the same problem occurred with the trannie popping into neutral. About a week later it happened again and I took it back. Bob, the Service Manager came out and took the car for a ride. Needless to say it didn't happen as it never does in those situations. When he got back to the lot he went and retrieved a Tablet from his office and after searching the Kia dealer website saw that just two days prior a new software update specifically for the transmission was available. He loaded it and I have drive 1600 miles now without a problem I want to thank Bob and Bryant, my Service Advisor for all of their prompt and courteous attention that led to this issue being resolved. They did everything that you could expect from a car dealership and I want to thank them. Hopefully they won't see me again for this issue. More

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Cannot Recommend I have some issues with my experience at Bridgewater Kia. First, I thought the payment situation was handled very poorly. Despite telling at least 3 e I have some issues with my experience at Bridgewater Kia. First, I thought the payment situation was handled very poorly. Despite telling at least 3 employees (Sales Manager Jim Kirchner and Sales Consultant Daniel Fernandez included) that I wanted a 72 month term they still tried to squeeze more money out of me by putting my term at 75 months on my contract without mentioning it. I thought that was very underhanded. It was only because I actually read everything thoroughly that I noticed. Second, my payments were set at $300/month. When the Finance manager (Michael Marceca?) tried to sell me on the protection plan/extended warranty I saw that that was included in my $300/month bringing the total from approximately $278 up to $300 that I asked for. When I asked for that to be removed my payment remained at $300/month rather than dropping to the pre-warranty price of $278. There was no explanation for that. Before leaving, I asked for the button on the center console to be fixed. After I was told the car was being serviced I came out to find not a thing was changed. This was not a big deal but I realized there must be a real problem with the service department or the service manager, Bob Dempsey about 2 weeks later. I parked at Autozone one day to get some microfiber towels and when I came back out to leave, the car would not start. I called AAA and they told me the battery was bad. I had the guys at Autozone check the battery and they also said it died. I know how I drive and I know how I treat my car. The battery was bad when I bought the car. I called Bridgewater Kia and they told me they would not reimburse me if I bought a battery at the Autozone and that I had to drive over an hour to their dealership to have it replaced. Also, being that the service department was closing in about 2 hours that meant I had to drop what I was doing, get a jump start and go immediately. I feel a service department that would let a car leave the lot with a bad battery is either incompetent, lazy or negligent. Lastly, I've been waiting nearly two months, at this point for my license plates to be transferred to the new car. A month ago I called and explained the situation to Daniel Fernandez and he said I would have to come get new temp plates. After the battery situation I said no. I told him they would have to be mailed to me. He said he would have to speak with the manager, Paul Kemper. I never heard back from him. I called a week ago and Daniel Wolf told me they would send out new temporary plates. Nothing. I called this week and was told the same. Let's see. I suppose this is how some dealerships operate but I've never been in a situation so distasteful. Believe me I have no intention of buying from Bridgewater Kia in the future and I will certainly tell anyone who will listen to steer clear. More

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First Pleasant buying experience Bought a car August 31st with salesman Maximus and I didn't feel like I was being taken advantage of it was a fair exchange Bought a car August 31st with salesman Maximus and I didn't feel like I was being taken advantage of it was a fair exchange More

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