Danielle Reid

Scheduled an oil change on my 2019 Sorento. Asked about a back up camera recall. Was told, yes, there is a recall and Jim butler would order the part to fix during the scheduled oil change. Dro Asked about a back up camera recall. Was told, yes, there is a recall and Jim butler would order the part to fix during the scheduled oil change. Dropped off car on scheduled day. Confirmed oil change and recall fix. Danielle said that she had that down. She said it would take an hour to an hour and a half. I had a ride so I left. She called 1 hour later letting me know they would not be doing the recall because they did not have the part. I told her that it was supposed to have been ordered when I made the appointment. She proceeded to tell me the recall was a 2 part process. First part is to bring in to evaluate. Then the customer had to bring in to get it done because they had to order the part. This was the very first time I had heard of this and told her so. She emphatically told me that it was in the details on the recall form. I told her I didn't read the fine print and no one mentioned it at the time of scheduling or the drop off. She was very non chalant as that's just the was it would be. When I asked why they didn't have any parts for this recall, as I was sure I wasn't the only one and she stated they just didn't have the warehouse/storage space. She then proceeded to try and upsell me with an engine filter and a 30,000 mile service. I said no. Just do the oil change and asked when the car would be ready, she stated a half hour. I arrived to pick the car up a half hour later and was told it wasn't ready yet. We disagreed, again, about the lack of customer service especially for a recall and she really acted like I was being unreasonable since I didnt read the recall form in it's entirety and it was my fault that I did not know the recall was a 2 part process and she was not customer service friendly whatsoever. She didn't even ask to schedule the 2nd of this apparent 2 part recall process. I went to pay and she then proceeded to tell me that using a credit was was an additional 2% surcharge. Really? Never had that happen in a successful dealership and, not knowing, I had not brought a debit card or check, so I paid the surcharge. The car was finally ready and when leaving, the other male service rep in the office told me to " try and have a good fourth" ( for the 4th of July holiday) like I was being an unreasonable customer. Bought 2 cars here, my daughter bought 2 cars here, used service for years. Will never return, will never buy another Kia and will be sure to share my experience. More

by lpowers27 Verified Customer Verified Customer

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