Napleton's Mid Rivers Kia

I bought my used sorento three years ago, the sales experience was fine, nothing spectacular, but not bad. It’s the service department that needs to work on customer service and communication skills. I experience was fine, nothing spectacular, but not bad. It’s the service department that needs to work on customer service and communication skills. I’ve been to the service center three times in the three years I’ve had the car. The first time was because my speakers stopped working. When the service was done they said they unplugged my battery and plugged it back in and my speakers started working. They said the diagnostic fee was $130, my jaw dropped. I said no one told me that was your fee for diagnosing the issue, if you told me that I wouldn’t have let you diagnose it. They said since unplugging the battery can’t be charged to the warranty company I have to pay the 130 diagnostic fee. I have a mechanic that would do that for free. I just thought the speakers were under warranty, that is the only reason I brought it there. They finally agreed to not charge me the fee, but commented that it will be coming out of their personal paycheck. Really, guilting the customer? I would have paid it if you were up front with me about the fee and I still chose to use you, but you didn’t tell me until after the fact. The second time I took my car in, was this past Jan 2020 and the bill was $115, they replaced The rear camera and fixed the hatch back. We had them look at a couple things since it was being taken in and I knew at least one thing would be covered under warranty so I wouldn’t get charged the diagnostic fee. That was an easy pleasant experience and I was not charged that fee. Today, was the third time I dealt with the service center and they charged me the deductible and diagnostic fee and when I spoke to Jake he said we are charged two diagnostic fees, one that is covered under warranty and one that wasn’t. I did not understand that, two diagnostic fees. They said it’s because we heard a noise that we weren’t sure was from the motor or brakes and because they diagnosed that we had brake issues, that isn’t under warranty, so we had to pay the fee. I said, why because we did have something that fell under the warranty. I said in Jan you didn’t charge that fee after looking at more than one issues, but you are charging this time? Ugh, I can’t stand the inconsistencies. Jake’s response this time was, well, I can go ahead and charge you the diagnostic fee from January. I said, “is that really what you are saying to a customer”? He said it’s just a joke. Later the same afternoon, Chris, the service manager called and I started off nice, but in the end was no help. He did tell me that it’s true that when they do reverse fees that it comes out of their checks. WTH!! No wonder we have an antagonist relationship and why they work sooo hard to blame the customer for the “miscommunication” and refuse to have customer service. Also, I asked about how many diagnostic fees can you charge me in one visit and Chris said their was no limit. I said so, you can charge me $156 10x or more in one visit and he said yes because different parts of the car get a diagnostic fee. Since one of my issues today was inside my car and one was outside, two diagnostic fees because they aren’t in the same “family”. Long story short, I won’t be buying anymore cars from there and I have bought 5 over the years. No matter how good the sales people are, if I have to deal with such garbage, slimy, dishonest mechanics. No thank you! More

Just bought a car today. Chris C showed us around and patiently answered all questions. The staff was friendly and the test drive vehicles were warmed and ready to go! So far so good. Would recommend. patiently answered all questions. The staff was friendly and the test drive vehicles were warmed and ready to go! So far so good. Would recommend. More

The guys helping us were friendly and did a good job working out a price, price could be better but hey we bought the car! working out a price, price could be better but hey we bought the car! More

As a first time car buyer Ed Napleton Kia made the experience super easy. I got the privilege of working with Joshua and Ben and they were very easy to talk to and made me very comfortable. Not once d experience super easy. I got the privilege of working with Joshua and Ben and they were very easy to talk to and made me very comfortable. Not once did I feel rushed or pressured to purchase anything. Highly recommend. More

Called and spoke multiple times about a 2020 kia forte lsx that we wanted to buy, everyone told us it was brand new and ready to go. Filled out the credit application and had everything set up to buy it a lsx that we wanted to buy, everyone told us it was brand new and ready to go. Filled out the credit application and had everything set up to buy it and an appointment made to see it only to get there and the car is filthy as xxxx, covered in dirt, paint messed up, gum all over the car, interior is stained/trashed/filthy and come to find out it wasnt a brand new car but a rental they use and never clean apparently and to make it all worse, the lady we had an appointment with never even came to talk to us, she sent someone else so she can go sell a more expensive car we were told and the manager had no care in the world that we were lied to or treated that way. Im happy to say instead of buying a 15k car from them, we went next door and bought a 22k car from st charles nissan that came with a 200k mile warranty and was treated great there. Ill never even consider napleton again for any car purchases More

The staff at this destination are very rude. I had a flat tire and had it towed to the service department. I was told that my tire was 5 days out of warranty, so I would have to pay for a new tire,service,et tire and had it towed to the service department. I was told that my tire was 5 days out of warranty, so I would have to pay for a new tire,service,etc. I was upset that they weren’t willing to work with me at all considering I was just 5 days out of warranty. The worse part is the customer service I received from the service manager Chris. Very unprofessional,rude,not knowledgeable and zero customer service/communication skills. Chris told me he would put the spare tire on and I could take my car somewhere else. Chris refused to give me the information I requested when I asked to speak to his manager. I asked multiple times and each time he said “you can talk to me”. After approx 5 minutes he transferred me to the receptionist who said I can’t give his info, he doesn’t have a VM, but she would leave him a message. I received nothing but the run around while dealing with their service department. I have purchased several brand new cars from this dealership,but after dealing with Chris I will not buy another one there nor have any service done there. I would recommend going somewhere else if you need service and want to be treated right More

i had the best experience was here only two hours and left with a brand new car😊 They are living and they made sure that i was comfortable. Thankyou soo much! left with a brand new car😊 They are living and they made sure that i was comfortable. Thankyou soo much! More

Chris Cayce has been our salesperson for a number of years. This experience was the same as the other 4; professional, easy and stress free . years. This experience was the same as the other 4; professional, easy and stress free . More

If I could give this place 0 stars I would. I am so If I could give this place 0 stars I would. I am so exhausted from dealing with them for the past month. My engine stopped working suddenly and no li If I could give this place 0 stars I would. I am so exhausted from dealing with them for the past month. My engine stopped working suddenly and no lights or anything in my car ever turned on until it slowly started dying on the highway. I had a warranty and Kia charged me $1500 to take apart my engine for the warranty company. Well my coverage was denied and napletons actually blamed me. They said my lights “must have turned on.” What happened to the customer is always right? After all of that, I finally get my car towed back to where I live so I can sell it. Well... when I get my car back it’s not put back together. The car won’t start, it won’t lock, the exhaust is missing and bungee chorded back together. I turned in a car that wouldn’t start but was fine one every other way and what was returned to me is a piece of junk that doesn’t work at all and is missing parts and not put back together properly. I am waiting to hear back from Napletons about this issue but overall, DO NOT SHOP HERE. The service department will leave you hanging for days without a rental and you will have to call everyday asking if they have one. The service department will charge you for random things without any explanation or having you sign anything. I will NEVER return to a Napletons. Blessed to have bought a new car somewhere else that actually cares about the customer. If you are in your 20s to 30s Napletons will treat you like you don’t matter. Let me also add that I had to have my car towed back to my home because Kia refused to purchase my car. They said if I didn’t want to buy from them then they had no interest. Well that’s their loss because MANY other dealerships would be happy to have a car for parts. More

Rex and Darwin are amazing! I live in Ohio and they were super accommodating with my purchase experience. Everything was done virtually and my car was ready to go as soon as I got to town. Definitely coming super accommodating with my purchase experience. Everything was done virtually and my car was ready to go as soon as I got to town. Definitely coming back for any future purchases! More