Elgin Kia

I don't normally do this, but I feel like I need to. .. For those that don't know, I purchased a new Kia K5 last January from Gerald Kia in North Aurora. The sales process there was great. The salesman .. For those that don't know, I purchased a new Kia K5 last January from Gerald Kia in North Aurora. The sales process there was great. The salesman was great. 0 complaints about Gerald Kia. Little did I know that would be the beginning of the end with my relationship with Kia. Just 6 weeks into my ownership, I started having issues with the electronics pertaining to the safety (lane detection system and crash avoidance system). I brought the car in to Elgin Kia, as that is the closest Kia dealer to me. That was my first mistake. The care was in the shop for 3 MONTHS. During that time, the service manager texted me a picture of my car. This was no longer a new car! They had stipped the entire interior. No dash, no carpet, not headliner, no seats... I got a phone call saying that the electrical problem was solved, but they were waiting for the hail damage to be fixed. WHAT HAIL DAMAGE? No one ever called me to tell me that my car had suffered hail damage from a storm. Yes, the original reason why I brought the car in was due to a defect in the car, but the customer service in the service department at Elgin Kia was terrible. After I got my car back, I immediately had to bring it back in, as either the steering wheel wasn't put back on right, or it needed an alignment, because to keep the car going straight, I had to keep the wheel turned about 3 degrees to the left! It's evident that no one test drove the car after fixing it, or they could have easily seen and fixed that issue. I finally got my car back, and in working with Kia customer service, the only thing I could get from them was a maintenance plan. That meant I had to either go back to Elgin Kia, or drive 20 miles out of the way to go to another dealer. Through the rest of 2023, things were OK. I still feel it's not quite the same car I had purchased, but it was good enough. I don't expect it to be the same car, based on the state it was in. Then comes January, 2024. I was out at a store, got back in my car and headed home, only to find out that my GPS in the car wasn't tracking with me any longer. I brought the car back in to Elgin Kia yet again. I was told this would be an easy fix, as it was just a computer update. I got a phone call later that day, and instead of "your car is ready", I got "Your car didn't accept the update. We tried 3 times, and now all that's on the screen is the Kia logo." And of course, the new radio they had to order was on back order, so there's another 3+ weeks of me not having my car. I get the car back only to find out that the navigation doesn't work any longer. Again, no one tried out the car after the repairs! Come to find out that in order to use the Navigation in a Kia, you have to pay for their Kia connect service. My 1 year free trial (didn't know I had a free trial) ran out on me while it was in for service. Fast forward to this weekend. The car finally needs it's first oil change. I scheduled the oil change at Elgin Kia for 1:00 this afternoon. At 9:30 this morning, I get a phone call from one of the service advisors telling me that the owner of Elgin Kia no longer wants to do business with me!!!! Apparently, when you get those customer service surveys, they mean something. I was honest on those surveys, so much so that I have rated them a total of 172 points out of 1000 on my last 5 surveys. There is money tied to those surveys, and it is no longer financially viable from the owner of Elgin Kia to do business with me! I was speechless. When I asked to speak to the owner, I was told the he probably wouldn't speak with me! I can't even... So, I am DONE with Kia. I am DONE with Elgin Kia, and I strongly encourage everyone with a Kia to avoid this dealership. Rather than addressing the issues they have, they choose to cut ties with the honest customers that have had sub-par experiences. How is that customer service? More

The service department/customer service here is awful. I have been waiting over a week for my car’s tires and rims to be replaced on my car. The service advisor I’ve been in contact with, James, stated my I have been waiting over a week for my car’s tires and rims to be replaced on my car. The service advisor I’ve been in contact with, James, stated my car would be done Monday. I called Monday, then he said it’d be ready Thursday. Today is Thursday, James is off and whoever is in today has no idea when my car is going to be finished. And James didn’t even bother calling me yesterday to let me know my car wouldn’t be done when he said it would. And to top all of this off the dealership has no loaners available. I work a full time job and I do not live close to this dealership. I need my car. I need communication about what’s going on. This dealership was recommended to me and I loved it when I purchased my vehicle. Dinco, Allan, and Carly knocked it out of the park with my buying experience but this experience with the service department has me wishing I took my business elsewhere. I also had a bad experience at the Elgin Hyundai and I’m disappointed I’m having a bad experience again. More

Elgin Kia did not put oil in our 2022 Carnival after an oil change and destroyed the engine on May 14, 2023. As of today, August 6, 2023, we are still waiting for a new engine to be put in. They assured us oil change and destroyed the engine on May 14, 2023. As of today, August 6, 2023, we are still waiting for a new engine to be put in. They assured us it would take 2-3 weeks. They admit that they “destroyed the engine” but have not been truthful about the cause. We have been told every single week since early June that it will be ready by the “end of the week”, but when that time comes, they push us back one week. Then, when the next week comes, they tell us the same thing. Because we can’t take the loaner out of state, we have cancelled multiple trips we’ve had planned for this summer. They promise to keep us updated but the only time anyone ever tells us anything is when I call them- and I have to call the sales department and have them transfer me because the won’t answer my calls. I have asked 5 times for the manager or general manager to call me, yet they have never done so. This is a pretty poor reflection imo. They provided an inferior loaner car that does not work for our family, does not work for our mobility requirements, and have literally no idea when the work will be completed, and I can’t get anyone to give me any actual answers. I’ve never experienced anything like this. We just want the car back with a new engine! More

Great experience from both Kyle and John your service department! Very very helpful! Thank you! I have purchased two cars from you, with my second Kia am currently having problems with oil consumption an department! Very very helpful! Thank you! I have purchased two cars from you, with my second Kia am currently having problems with oil consumption and they have made me feel confident that Kia will stand by their product. Thanks again….I’ll be back! More

Their service department sucks. Took them two weeks to replace a transmission on a 2121 Kia Forte. The service manager is never there. Spiny not let them work on my bicycle replace a transmission on a 2121 Kia Forte. The service manager is never there. Spiny not let them work on my bicycle More

We came a few weeks ago and wanted to trade in a Toyota Camry we asked the girl if we could test drive a telluride and she was very hesitant... after we explained we wanted to trade in the car and had mone Camry we asked the girl if we could test drive a telluride and she was very hesitant... after we explained we wanted to trade in the car and had money down she went and told us it was not doable.. since the telluride was over the price range we asked if we could see the new Kia Sorento and she said no that they were more expensive. I was really bothered they turned us away not even giving us a chance to check our credit or test drive the car. Yesterday we went to a different Kia location where we were able to test drive the cars and they were Able to get us into a new Kia Sorento without any hesitation! With all that being said this place is trash and horrible at doing business!!! Would not recommend!! More

Napleton Kia in Elgin is a trustworthy dealership. Staff is very friendly and willing to work with you, though they are a bit pushy (but which car salesman isn't?). I've gotten a routine oil change through is very friendly and willing to work with you, though they are a bit pushy (but which car salesman isn't?). I've gotten a routine oil change through the dealership since I bought my Optima and while my very first experience was not the best, the rest of my visits have been perfect. Service was quick and efficient. More importantly, I would like to thank John for always keeping contact with me to remind me of quarterly service checkups. He has made my last few visits very nice and easy. Friendly, communicative, and trustworthy. When I see him behind the desk when I pull into the garage, I know the service will be quick and painless. He provides you with great advice on maintenance but never makes you feel pressured. We need more people like John!! More

Terrible Experience with Service Son bought a used car in Jan of 18. Feb the alternator stopped. Towing and time off to help $300. They said they would have it repaired in 4 days. Two Son bought a used car in Jan of 18. Feb the alternator stopped. Towing and time off to help $300. They said they would have it repaired in 4 days. Two weeks later my son and I went to pick it up. There were scratches in the front side were the mechanic's belt rubbed and they agreed. There was a great deal of grease on the floorboard and they agreed. They were going to hand it back to us as is - that didn't happen. Couple month later the car dies again and needs jumped from Lisle to St. Charles 15 times. Then towed back to Napleton. - cost another $300-400 lost income and towing. They said the car will be done 2-3 days later , then 5 days, then 10 days, now another 5 days. They have the part! I am sitting in their lobby in protest. Just put the xxxx thing in! The Service Manger John, Steve and Ramous (I think) all three don't care enough to support what they sell. Didn't want to do this , but I must. I have been waiting for the GM Steve Napleton for an hours now. At first they said I just missed him and he went to lunch - will be back in 20-30 mins. I drove up. It has now been 90 mins and no sight. They last lied again saying that he was in a meeting with NIssan - I hope they take his dealership away because the lost time misery index is OFF THE CHARTS! I agree with Ron's review and others, don't think I'm wrong. It will be a timely mistake. I agree with Chris B., Rob M., Ryan G., Allison B., R.W. and more now on Yelp. 1 STAR... One time is not a statistic but many times is - RUN!!! More

Unreliable new car and unprofessional GM In September, when my husband and I bought our new 2018 Kia Sportage from Napleton Kia Elgin we had a great experience. Well fast forward 6 months and In September, when my husband and I bought our new 2018 Kia Sportage from Napleton Kia Elgin we had a great experience. Well fast forward 6 months and we have had nothing but a nightmare. The brand new car we bought has more that 9 separate issues, some minor and some more concerning like it not starting properly. I have been patiently in and out of the dealership for weeks and have a claim filed with Kia corporate. Steve Napleton, the GM of this dealership has a lack of concern or respect for his loyal customers and doesn’t stand behind his product. When my husband and I first met with him about our options with getting rid of this new car that is broken, he tells us he has no control and pushes us off to somewhere else. Weeks continue and I have more problems and I continue to contact Steve. While they were very helpful in providing a loaner for me( which they should) their attitude and communication is horrendous. After picking my car up AGAIN the other day, I find that my invoice papers are incorrect. The dates are off and over 100 miles difference on their papers versus my odometer. They had put 230 miles on my car. Yes, I approved them driving it to test it, but 230 miles!! Ridiculous! I immediately called and talked to Steve Napleton to express my concern. Once again he tells me I just need to call back tomorrow to speak to service manager. NEVER an “I’m sorry this is so frustrating for you, I will look into this”. Nope! Just acts like this is no big deal. I explain to him that this is unacceptable and he needs to have more awareness of this things going on at HIS dealership. His response.. He tells me I am RUDE and disrespectful and that if I want to talk to him I need to treat him like a human and not like dirt on the bottomed of my shoe. That is a quote! WHAT!! At this point I am in tears and in SHOCK! First off, I’m not yelling or swearing and I have EVERY right as the consumer to be frustrated. Since when is the GM the victim? Not only did the car they sell me not work, but then they don’t help you and actually scold you for THEIR issues. This is the WORST customer service and absolutely the worst management I have ever dealt with in my life! I will NEVER go back here nor to any other Napleton. Beware! This dealership is full of disrespect, crooks! More

B.S. Extended Warranty.... Bought a car in April of 2017, brought it to my local mechanic said it needed to have some hoses replaced. Brought it back Kia of Elgin and not even a Bought a car in April of 2017, brought it to my local mechanic said it needed to have some hoses replaced. Brought it back Kia of Elgin and not even a week later and they charged me for fixing it. Now it is November had my oil changed as I should and then my engine light came on and I brought it into a dealership near me. Said that I have 4 different leaks and my extended warranty that I purchased with the car does not cover anything. I should have returned the car within that 1st week! I would not recommend purchasing any used cars from Napleton kiya elder him More