Timbrook Kia

‼️ Beware of Timbrook Kia’s service department in Cumberland, Maryland! A good service department is just as important as a sales department! This dealership’s is great at pushing for sales, which is Cumberland, Maryland! A good service department is just as important as a sales department! This dealership’s is great at pushing for sales, which is to be expected as they work off commission. The service department is a complete disaster! I opted to withhold my review until the out-of-town dealership finalized repairs on my 2019 Kia Optima SX, out of concern that General Manager Dina Wilson might potentially intervene with the dealership and disrupt proceedings. Despite confirming warranty-approved services with corporate and other dealerships, they conveniently dodged calls from their own corporate office. (5 corporate calls to be exact)! Corporate even showed me what page in the owner’s manual that shows what repairs was covered under the 100,000-mile powertrain warranty! The service representative/advisor (Andrew) at Timbrook told me that I could “take it up with Kia corporate all I wanted” because they are “only for customer relations and know nothing about warranty claims.” That same representative on the last visit (12/12/23) was unaware of the warranty policy stating that “nothing was covered” so I asked to speak with a manager. Keith, the service manager, said “oh, no! everything is fully covered with the gaskets” Andrew was misunderstanding and he apologized. He stated the only thing not covered was the turbo gasket, which I already knew. I just wanted clarification as each story was conflicting the other. When I went to schedule the appointment for the covered warranty repairs, they tried to tell me a fuel pipe needed to be removed to replace the parts covered under warranty, and I would have to pay for those parts out of pocket. I wanted a second opinion so I called other dealerships in the area. Shockingly, the next closest dealership confirmed all repairs were covered under the warranty, just as corporate said. They effortlessly resolved all warranty issues, provided a loaner vehicle, and covered all the costs under warranty. Timbrook Kia also neglected to check antifreeze levels during a multipoint inspection, dismissing my concerns with blatant lies saying “low is normal operating levels” Moreover, they falsely claimed to have completed recalls, jeopardizing my safety. The next closest dealership found so many issues with my vehicle, that I could not leave, as it was “not fit to drive”! This was astonishing because I have every record from Timbrook’s multipoint inspections, and none of these issues were ever found. General Manager Dina Wilson’s unprofessional responses only added fuel to the fire. Furthermore, the dealership that fixed all my issues revealed that many others have had very similar experiences, and switched from Timbrook Kia, as they didn’t complete recalls truthfully, or tried charging for warranty repairs! The service center at Timbrook Kia operates on a profit-driven model; being a small-town dealer, they purposely delay repairs to avoid losing bonuses. Recalls are low paying for the dealership so they will falsely claim recalls have been completed. I am sure a pitiful/lie response will be posted below this review trying to falsely put blame on the customer just like they continue to do time and time again! I am attaching a copy of the owner’s manual that the corporate sent showing that everything was covered! I will also attach copies showing all my repairs covered at an out of town dealer. Finally a copy of the report I sent to the Better Business Bureau so potential customers get an inside glimpse of this nightmare on Mount Savage Road. Avoid Timbrook Kia’s service department at all costs; your safety and your family’s safety are on the line trusting them!! ‼️ More

Lengthy review alert 🚩the absolute worst dealership. I regret to report a substandard experience with the service department at this dealership. The quality of service fell below expectations, and issue I regret to report a substandard experience with the service department at this dealership. The quality of service fell below expectations, and issues were not adequately addressed. I recommend considering alternative service providers for a more reliable and satisfactory experience. I’ve always used this dealership for oil changes and multi point inspections or what I thought was multi point. Every oil change I’ve added this service to ensure my car was well maintained. It wasn’t until recently my brother in law informed me that my turbo line gasket and valve cover gasket was leaking. How?! I get the multi point inspections every time I go! 12/12/23 I took my vehicle in for an oil change and let them know my antifreeze was low and told them what my brother in law noticed. After the oil change they confirmed what he had told me to be true. The service advisor explained that the valve cover gasket would be covered under the 10 year 100k mile warranty but the labor would not be because there was other parts that had to be removed so they could get to this part. I immediately took issue with this and he then got his manager to explain. His manager came out and told a complete different story. He told me that everything with the valve cover gasket would be covered, but the turbo gasket would not be. Okay. Fine. He then gave me the number to the corporate office to see if I could make a “goodwill” plea to see if they would cover the turbo gasket. I called the corporate office and the rep made the case and sent it in. Fast forward until today- I thought I would call to schedule the appointment to get the valve cover gasket work out of the way while I’m waiting to hear about the “goodwill” plea. The service advisor on the phone told me that the valve cover gasket would not be covered under the warranty and they have no records of anything. I’m sitting here looking at the paperwork knowing that’s a lie. I ask to speak with the manager and was put on hold. The rep then gets back on the phone and says that it’s not covered. I could hear the manager in the background refusing to get on the phone. I then tell them that I’m going to call the corporate office because it was confirmed that it was covered while I was talking with them making my goodwill claim for the turbo line gasket. The representative told me that “Kia corporate do not know what they are talking about they do not know all the regulations “ I then call back to corporate and explain the whole situation. The corporate office assigned me to a case manager to look into this situation. While waiting for the case manager to call me, i decided to call around to other dealerships in the area to see what they have to say. I spoke with one an hour away and he was perplexed as to why they are telling me it’s not covered. I currently have an appointment with them in less than a week to have the warranty work done. I would also like to note with these multi point inspections they are not checking anything at all. They are charging for services that they are not completing. On 12/12 when I took it in for an oil change I told them the antifreeze was low. Low and behold I leave there with all green check marks. I then called back right after to ask why they didn’t fill it and he told me that “it’s normal operating levels” and low was within the guides. So please tell me exactly what I’ve paid for these last 4 years of dealing with them? I would just like buyers and people who get their cars serviced to be aware of their shady business practices. If you live in the area it is well worth making that hour drive to go to a more honest reliable dealership. If they was checking these items like they was supposed to be doing my turbo gasket may have been covered under the 60k mile warranty. It could have been leaking at the first oil change for all I know because they was not doing their job. Avoid this place like the plague. More

Took our optima in for a warranty repair.. The engine needed replaced. They did the job in 8 hours after having the car for 3 weeks. They didn't hook the cooling fan up. So the car overheated on the ride needed replaced. They did the job in 8 hours after having the car for 3 weeks. They didn't hook the cooling fan up. So the car overheated on the ride home. They didn't latch 3 of the 4 coil pack connectors locks. They broke the o2 sensor plug that holds it to the block. They did not put any of the bolts back in the coil pack harness plastic bracket. And harnesses were zip tied tight as a banjo string.. Not to mention the service writers were anything but professional. Sitting around in a huddle on bar stools. And very unprofessional over the phone. Oh and we supplied a radiator that we were charged a hour to install. Which had to be removed while doing the engine swap. I guess there master tech needs a hour to take a radiator out of the box? More

I went in for an issue with my car, made another appointment for work to be done. Was just casually looking at other cars when Stephen came out, he quickly offered to run some numbers for us when we appointment for work to be done. Was just casually looking at other cars when Stephen came out, he quickly offered to run some numbers for us when we told him what we could do. Bottom line is we left with a brand new Kia Sorento, with a payment only $90 more than I was paying. I love my car! More

My 1st experience at Timbrook Kia was the best. Thanks to Stephen and his team. I have the 2017 Sorento I wanted. Thanks again. Loving my new ride Stephen and his team. I have the 2017 Sorento I wanted. Thanks again. Loving my new ride More

Very fast. Worked well with me. Very nice people. Great people to work with. Would come back again. Everything was done in a timely manner. 😊 people to work with. Would come back again. Everything was done in a timely manner. 😊 More