Car Town Kia USA

A recall for my EV battery prompted my first visit to Car Town Kia USA. My first negative experience was with booking the service visit. Knowing that they probably don't get a lot of Kia Soul EV battery warr Town Kia USA. My first negative experience was with booking the service visit. Knowing that they probably don't get a lot of Kia Soul EV battery warranty visits (mine was, in fact, the first), I wanted to speak to someone. However, I got a robo-ceptionist. I selected "no" for communicate by text message (every single time I called) but that didn't matter, when Kelly (or whatever her name was) communicated with me, it was by text. Once she did call when I pointed out that I really wanted to explain things to an actual human, but that didn't accomplish much. As I noted on the service request (filled out on the website) and in my communications with Kelly (or whoever), I wanted them to confirm that they had all the parts in stock before I brought the vehicle in. This was even printed on my receipt. After several experiences with the "no I don't want a text message but I guess I'll text with you anyway" person, it was confirmed that they had all the parts they needed. Well, that assurance was about as effective as requesting no text messages. When I got there on time for my appointment, I got to wait several hours for someone to get to my car and then determine that there was a recall for it and they needed to order some parts. Who knew? (Here's a clue, check the original service request to see who knew.) Getting that information straight, no chaser, took several conversations with the porter (no one knew where my car actually was), the service advisors, the service manager, etc. They have a lot of people at Car Town Kia. They don't communicate well with each other in spite of (or because of) lots of computerization. (Although everything was printed out on paper, 3-4 copies each, for me to sign, so that every department could get its own copy of the service order that said I wanted to verify the parts were there before I brought it in.) So the car sat there for a while, Couple of weeks? They "discovered" that there had been a prior battery replacement. (A) I could have told them that. (B) Kia does (or should) have records of that replacement. So that seemed to gum up the works. Anyhow, I have no idea if the work was done well or poorly. The car ran just fine before the recall, and runs just fine now. Oh, and the receipt had printed out that the car would be washed "cleaner than when customer brought it in." It was not clean. Maybe it had been cleaned some, at some point. I wouldn't make a big deal about it but someone took the initiative to point out what a nice service might or might not have been performed for me at no charge. Press 1 for no car wash. Press 2 for a car wash. Thank you for pressing 1 (no matter what you pressed). I'm giving them 3 stars for not making things worse and not trying to charge me for recall service. The parts dept person was so excited to tell me there was no charge. That's great, Kia makes a car with a defective, unsafe part, fixes it, and I should be so glad that I wasn't charged for that service. Oh, and I was able to get a shuttle ride home (25 minutes), that was actually nice. (But I couldn't get a convenient pick-up shuttle.) I've had 1-star service before (lots of trips back to correct incomplete work) and my dealer back in Maryland was 5-star. So this rating reflects poor coordination but hopefully good service where it counts (inside the car). I think there's another Kia shop in the area. I'll give them a try if I need work done. But if I have to go to northern KY (like I do for our Hyundai, sigh), then I guess I'll give these folks another chance. Press 2 to send an insincere apology. More

Had to wait almost 3 hours for oil change and NEVER got an update. Felt like we were just supposed to just wait and wait on them with NO customer service an update. Felt like we were just supposed to just wait and wait on them with NO customer service More

Everything went well! Met several workers & was impressed by each…a blessing!! Would recommend to others.. Met several workers & was impressed by each…a blessing!! Would recommend to others.. More

Everyone from service to sales including finance managers have always been more than helpful and kind! I love dealing with the staff! have always been more than helpful and kind! I love dealing with the staff! More

I made an appointment to have the infotainment system software updated. After a couple of hours they called and said the car was done. But when I picked it up it was obvious nothing had been done. So I w software updated. After a couple of hours they called and said the car was done. But when I picked it up it was obvious nothing had been done. So I went back in and made another appointment for three days later to have it installed. This time they said they could not get it to work and it was up to me to install the software. I am not computer literate and I have no idea how to do this. Also, each trip to the dealer was a half hour with two cars. Car Town Kia service is VERY disappointing. More

We had our 2022 Telluride in for a routine oil change and multi point inspection. We arrived at 8:30 AM and spoke to a service advisor. We informed him we would leave our car and he informed me he would call multi point inspection. We arrived at 8:30 AM and spoke to a service advisor. We informed him we would leave our car and he informed me he would call ( he confirmed number), when the service was completed. We tried to reach the service department, left the requested text message as to if our car was ready. No response after waiting . Consequently, we decided then to just drive our other vehicle to the dealership to inquire if our Telluride was ready. Apparently, it had been for some time . We proceeded to pay and after going back home noticed that they did not include the multi point inspection report . Per Kia’s manual, customers are encouraged to keep their own records as to service. We then called and left a message as to not receiving the multi point inspection. We did receive a prompt call back stating we could simply return to the dealership and this report would be held in our name. As we returned to pick up this report, apparently a copy was not available. A service advisor had to reprint this report. Upon returning home, I compared this report to the previous one down 3 months ago and noted that several multi points were NOT checked. The above is the reason we only rated Car Town Kia a 3 star. More

I Love the great service! ! I was in and out in a very timely manner. Agents were professional and nice!! Love the atmosphere of lobby area!! ! I was in and out in a very timely manner. Agents were professional and nice!! Love the atmosphere of lobby area!! More

Service Department had a different vibe! All the staff looked sharp professionally, place was clean, everyone was hustling, yet very kind and nice. Richard was my initial contact and was ex All the staff looked sharp professionally, place was clean, everyone was hustling, yet very kind and nice. Richard was my initial contact and was extremely friendly, after asking a few questions, making sure I knew about the free car wash directed to me a very spacious and comfortable waiting room. My wait for the oil change was very quick, Richard came and got, explained the survey that had, walked me to my car, which was sparkling clean! A truly easy, pleasant and quick experience with our favorite dealership! More

Dealership was very busy, but they took their time to make sure we got what we came for. make sure we got what we came for. More

This is my 3rd Sorento from this dealership since 2010 and satisfied with all aspects. Chris with service was very courteous and helpful with questions I had. and satisfied with all aspects. Chris with service was very courteous and helpful with questions I had. More