If I could choose ZERO stars I would.
BUYER BEWARE: I had the worst possible experience buying a car from Coastal Kia of Wilmington. As a single mom with young kids and little time for
BUYER BEWARE: I had the worst possible experience buying a car from Coastal Kia of Wilmington. As a single mom with young kids and little time for shop due to an upcoming trip and current vehicle not reparable. I believe they took advantage of my circumstances along with many other mistreatments during the process.
I found a 2020 Kia Telluride at Coastal Kia, but after confirmation and I scheduled appt. it was sold when I arrived an hour later. Despite explaining my preferences and budget, It was suggested that I purchased a 2015 Honda Odyssey with over 120k miles, even being told by Uber "I know you are trying to get out of your mommy era", keep in mind that is what I was driving prior (which was a 2012 w/ 222k miles) and made it very clear I no longer wanted a Van. I was eventually shown a 2020 Kia Sorento, not listed on their site, but it had serious issues, including violent shaking during the test drive. The dealership pressured me to buy it immediately and take it home that night threatening it wouldn't be there if I didn't and waited for them to repair it. The assured me it was just a weight that had fell off the tire, offering IOU repairs but insisting I commit first. I left without buying the car due to the feeling of deceptiveness and fishy facts.
After further communication, I was told the car was repaired, It was not a weight but the front CV joints were broken. I agreed to test drive it again, there were still issues. On the test drive I drove it to a mechanic to confirm that the repair was completed correctly due to my uneasy feelings i was being lied to, he did confirm that the Axel and CV joints were repaired. I ended up purchasing the vehicle under pressure, with multiple price discrepancies, terrible communication and poor customer service. Immediately afterward, Like driving it home that same night I purchased it, I faced more issues with the vehicle, including brake and roof noises. I reported it first thing the next morning. When I reached out for help, I was met with disrespect and demeaning behavior from the dealership, further compounding my frustration and feelings of deception with this purchase.
I was denied promised paperwork from multi-point inspections to repair paperwork from service department for the axel and cv joints.
After agreeing to look at issues the service department advised me there is nothing wring with the breaking system and sent me on my way to an over 1400 mile trip to work it out and then bring back in if it did not correct itself. Only to be denied repairs or help upon my return.
I was also misled about financing options told I had no choice but in-house financing, charged daily interest in while I was trying to obtain the payoff letter to transfer to my bank, and had to fight to get the loan corrected which was put in my previous name not my legal name. The whole experience was deceptive, disrespectful, manipulative, and exhausting.
*Steven Kramer - Floor Sales Manager, initial contact not helpful and pushover
*Uber Hernandez- Finance Manager, intimidator and bully
*Jan Ramos - Product Specialist, withholder of financial information
*Chad Duke - Product Specialist, dismissive avoider
*Tyler Desmarest - Use car Manager, domineering, condescending, interruptive, overbearing and felt very misogynistic or even sexiest.
Should I have made this purchase probably NO, was I in a bad spot and needed something urgently for me and my family YES. Lesson learned. I hope no one has to deal with this dealership and these people like I did. Since the purchase I have received 6 emails requesting I leave a review. This is #5 of #6.
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by nancyelis13
Jul 09, 2025 -
Coastal Kia responded
Ms. Pospiech,
We pride ourselves on our customer service culture and reputation in our community. Your personal attacks on our team members are out of line. We replaced the axle with an OEM axle before you took delivery. Your mechanic was pleased that an OEM Kia axle was used as a replacement. The brakes were replaced by the previous owner 9000 miles ago as well as the rotors being resurfaced at the same time. The DMV inspector you called agreed that our service process was transparent. Upon your request, your personal mechanic inspected and approved the vehicle before your purchase. At your request we tightened the roof cross bars. Our team has been responsive and respectful with your requests. We apologize you still seem to be disappointed.
Jul 09, 2025 -
nancyelis13 responded
I want to make it very clear that what I shared and continue to share is not a personal attack on you or anyone named in my review. These are facts, based on my firsthand experience, and the language I’ve used simply reflects how I was treated and spoken to during this entire ordeal/process and continue to be.
Also, I have received 6 emails from YOU/KIA asking for this review, already knowing this was not a good transaction via email and verbal communication. Most recent email for a review was sent Friday 7/4/2025. It might have been different review if it was handled differently and without all of the above language described.
Lets Just keep adding to this debacle: I received a call yesterday from someone in your business department (on Market street) asking me if I still own this vehicle because he had a customer that wanted to buy it. He also stated he wanted to figure out how he can get me in for an appt and into a new vehicle. I've never experienced such a complete lack of coordination and communication across an entire business.
To respond to you: Yes, the axle was eventually replaced—but only after I was aggressively pressured to purchase and take the vehicle home before the repair was even made. I was told the issue was just a “weight missing on the tire,” which was VERY false and could have directly put me in harm’s way. Despite multiple attempts to convince me to buy the car before it was fixed—including threats that the vehicle wouldn’t be held for me and would sell quickly—I stood my ground. These threats and what felt as bullying continued even while the vehicle was in your service shop undergoing repairs and not even listed on your website yet.
Once the axle was fixed, I still felt deceived and chose to take the car to my own mechanic, but ONLY to confirm the axle had actually been repaired. He did not test drive the vehicle, nor did he inspect or approve anything beyond the axle itself. That step was for my peace of mind, not because I trusted your word after the way it was stated in a demeaning way "it was not a big deal" and was "only a missing tire weight".
You’ve also made assumptions about the DMV process. For the record, I did not call a DMV inspector. I submitted a form because your dealership repeatedly refused to provide me with paperwork I was promised and entitled to. The DMV inspector REACHED OUT TO ME and stated that situations like this happen far too often and he would handle it, and he specifically advised me to seek legal action.
More facts to note: your multi-point inspection that is done by "the top of the line mechanics in town" marked the line item for "Inspect axles/driveshaft(s)/U-joints/CV joints/boots" as "Green = inspected and results are good", which was apparently done prior to my first test drive. This was one of the documents that I was repeatedly denied of. To me and Im sure many others would agree, the reason for that was because It was not done correctly or accurately and not wanting to be discovered.
As for the issue with the brakes: the noise started immediately after the purchase and I left the dealership—five minutes after driving down Market Street. I called the very next morning and was met with the same dismissive, condescending, and frankly misogynistic responses. During the second test drive, the salesman acknowledged the flapping noise but again brushed it off as “just the plate placed on the back from the test drive.” And again the feeling of dismissiveness was felt. When it continued days later, I assumed and suggested tightening the cross bars—only because I lacked the proper tool. That request was met with attitude, as if it was a major inconvenience. For the record, the noise is still happening.
I was forced to use your in-house financing, even after I had a pre-approval letter from my financial institution prior to the purchase. I was told that I could have my financial institution pay off the loan the very next day. Another LIE and deceptive practice to get my signature. Come to find out that financial institutions cannot ever payoff a loan on the next day. This is a 10-20 day process, even if everything is correct on the in-house financing accounts. Well, in my process to have my bank payoff the in-house loan, I discovered your finance department failed to confirm with the in-house financial institute, TRUIST, that they put the loan information in the correct name....the actually put it in a name that is Not my CURRENT legal name. Again I was met with dismissive and pushover type responses..."there is nothing we can do about that".
Not only did your finance department know that I could not have my bank payoff the loan the next day, they ABSOLUTlELY knew that I would be charged a daily interest rate for those 10-20 days which have now turned into 30 days. So YES, withholder of financial information.
You cannot claim to be respectful or responsive when my concerns were repeatedly ignored, minimized, or met with hostility. I’m no longer just disappointed—I’m determined to speak out. Condescending apologies do not make this right. Being honest, upfront and fixing the problems do.
Other single women—and anyone vulnerable in a similar position—deserve to know how I was treated during this experience from all of Coastal Kia.
10/10, I can always appreciate one on one service when
I'm making such a big purchase.
I'm making such a big purchase.
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by awilly21
Verified Customer
Verified Customer
Apr 28, 2025 -
Coastal Kia responded
Thank you for the high marks. It was thoughtful of you to go online and rate your recent purchase experience. We appreciate your loyalty and kind words. Congratulations and enjoy!
Over all it was relly good, Steve was very helpful with
everything! Thank you for everything you did to get my new car!
everything! Thank you for everything you did to get my new car!
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by katbyrd62
Verified Customer
Verified Customer
Apr 17, 2025 -
Coastal Kia responded
Congratulations! We sincerely appreciate the five star review and compliments for our Product Specialist Steve Kramer. We strive to deliver a truly exceptional experience to every client during every visit. It was thoughtful of you to go online and rate your recent experience. Thank you for choosing Coastal Kia. Enjoy!
Have mostly had positive feelings about it.
This is our 3rd vehicle purchased at Coastal KIA.
This is our 3rd vehicle purchased at Coastal KIA.
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by JCTRAVELINGBEAR
Verified Customer
Verified Customer
Mar 24, 2025 -
Coastal Kia responded
Wonderful! Thank you! We sincerely appreciate the five star review. Your loyalty is greatly appreciated. 3rd vehicle. Wow!
Please do not hesitate to reach out if you need anything. Thank you for choosing Coastal Kia!
The staff was friendly, knowledgable and helpful.
They were a pleasure to work with. We would recommend purchasing a KIA here.
They were a pleasure to work with. We would recommend purchasing a KIA here.
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by Lady needs a new car
Verified Customer
Verified Customer
Other Employees Tagged:
Sarah Hodgson
Mar 04, 2025 -
Coastal Kia responded
Wonderful news! Thank you! We truly appreciate the five star review and compliments for our team. We love the feedback including, "the staff was friendly, knowledgeable and helpful." Thank you for the high recommendations as well. Congratulations and enjoy!
Dealership is clean.
People are welcoming. Cars are spread over several lots. Very few choices of medium priced Telluride
People are welcoming. Cars are spread over several lots. Very few choices of medium priced Telluride
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by georgekassler1556
Verified Customer
Verified Customer
Feb 24, 2025 -
Coastal Kia responded
We appreciate your review and helpful feedback. Thank you for the opportunity. We are here if you need us.
Clean and offered refreshments.
Cars scattered over several lots. Medium priced Telluride in short supply
Cars scattered over several lots. Medium priced Telluride in short supply
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by georgekassler1556
Verified Customer
Verified Customer
Feb 24, 2025 -
Coastal Kia responded
Thank you for the helpful feedback. We sincerely appreciate the opportunity. Please let us know if you need anything. Thanks again.
Amazing customer service!
Steve and Jan were the best! Couldn’t have had a better and smoother experience!
Steve and Jan were the best! Couldn’t have had a better and smoother experience!
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by schift629
Verified Customer
Verified Customer
Feb 11, 2025 -
Coastal Kia responded
Fantastic news! Thank you for the five star review. It was thoughtful of you to mention our Product Specialist, Steve Kramer, and our Business Manager, Jan Ramos, by name. We love the feedback including, "couldn't have had a better and smoother experience!" Please do not hesitate to reach out if you need us. Thanks again!
I have bought 3 cars from this dealership.
This was my fourth. They are the best to deal with.
This was my fourth. They are the best to deal with.
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by Judyhw13
Verified Customer
Verified Customer
Jan 28, 2025 -
Coastal Kia responded
Fourth car... wow! Thank you for the five star review. We appreciate your loyalty and high marks. It was thoughtful of you to go online and rate our Product Specialist, Steve Kramer, and our Business Manager, Jan Ramos, with five stars. Congratulations and enjoy!
We are here if you need us. Thanks again.
The car was just what I wanted and the salesperson was
very professional. The price could’ve been lower
very professional. The price could’ve been lower
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by andy.j.mcgowan
Verified Customer
Verified Customer
Jan 24, 2025 -
Coastal Kia responded
Thank you for the five star review. We appreciate you going online and sharing your recent purchase experience. Congratulations and enjoy! Please do not hesitate to reach out if you need us. Thanks again!
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