Ivy Velez

This dealership should be absolutely ashamed the way they treat customers!! They sold me an unsafe car that I was driving around in with my 2 children for months waiting on a loaner car/diagnosis from them s treat customers!! They sold me an unsafe car that I was driving around in with my 2 children for months waiting on a loaner car/diagnosis from them still 5 MONTHS LATER!! Another Kia dealership got me a loaner in a week! They made me wait and drive my car unsafe in snow and ice with “SUMMER” tires they sold me the car with, NOT the all season it was supposed to have!! They should be ashamed!! I was searching for a car and ultimately found one at Gary Rome and made an appointment to see the car the next day. My appointment was confirmed by someone at the dealership and my family and I went the next day (an hour away) to see/drive the vehicle. Upon arriving we learned that management was driving the vehicle as a personal car and was dirty with multiple car seats in it. I could not fit my family for a test drive and now had wasted my time driving all the way there. I was actually baffled and extremely disappointed. I was then given an option to test drive another vehicle. Long story short I had a new salesman that gave me wildly incorrect information who I had to chase down to ultimately purchase a used car from (2021 Sorento with 31,000) miles from Gary Rome Kia. QUICKLY, I started noticing SEVERAL THINGS going wrong with the vehicle. The shifter getting stuck multiple times, I would put it in drive and it would roll back, put it in reverse and it would go forward, then ultimately putting it in drive and it NOT moving!!! Also, extremely frustrating when pushing the pedal to accelerate the gears were not appropriately shifting as well. Then the brakes were “supposedly new” and new front calipers put on before purchasing the car which ended up not being the truth since the brakes were failing. Lastly, there is a cold start banging in my tires when I make a hard turn with the steering wheel to make 3 point turns. Car being incredibly inferior husband emails and calls the sales manager and ZERO RESPONSE! He now takes a day and drives there. Management not wanting to hear any of it directs him to the service department where the car was diagnosed with faulty brakes, and they had to recalibrate the computer. I had to return to have them fix the breaks, but then had to return AGAIN to have them diagnose the banging. After taking another day off from work and returning a third time I Insisted to speak to sales manager who refused to speak to me and told us to find someone else since he was in a meeting. I needed a loaner car since this is a cold start problem they couldn’t hear after driving an hour to get there. How am was 18 on the loaner car list, just purchasing this car! Its March and I still am on the “Loaner List”. Tristan and Ivy in the service department messaged me January 28th that I was at the top, STILL NOTHING!! I didn’t want to leave with this vehicle YET AGAIN NOT FIXED OR DIAGNOSED! I wanted to leave it until it was fixed, and NOBODY could or would help me. A sales manager did speak to me and the service manager who then tried to brush me off to another kia dealer closer to me. I understand this is frustrating for the service department, they are trying to resolve the issues, but 3 visits later and I still have to return! What about me, the customer who trusted Gary Rome to buy a car that was supposed to be inspected before selling it to me?! Purchasing the car a month prior sales also should be assisting with this issue. I drive two children around in this UNSAFE vehicle that I just made my first car payment on! I actually told them I do not want this car if in the 30+ days I have owned it this much is wrong with it!!! The manager looked at me and said it depreciated the second I drove it off the lot. WHAT KIND OF CUSTOMER SERVICE IS THIS?!!! How do they get away with how they treat customers! Overall this car should NOT have this many issues a month later…PERIOD!!!!! DO NOT PURCHASE FROM GARY ROME….PERIOD! Go to other Kia dealership! More

by NotGaryRome Verified Customer Verified Customer

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