Casey Kia - Service Center

I purchased a used 2011 Kia Sorrento from another dealership and it is still under the 60, 000 mile warranty. Casey isthe only Kia dealership in my area, so when my breaks started acting up I took it dealership and it is still under the 60, 000 mile warranty. Casey isthe only Kia dealership in my area, so when my breaks started acting up I took it there. I have had two interactions at that dealership, neither worth bragging about. The first time, I was talking to the service rep and let him know my infant daughter was asleep in the back of the vehicle and to let me know when to take her out. There were other cars in front of mine, so when he said he was going to test my brakes (to see that you can push the pedal to the floor) I figured he was going to sit in my car and press the brake to thefloor. Instead he drove around the other cars in the garage and took my car off the lot with my daughter still in the car. I tried chasing after the car and waving him down but he was too fast. Then when he finally got back, the best the general manager could tell me was they were getting iPads for the Waiting area. On the second visit, they asked what time i wanted to bring my car in for the followup and I asked for the earliest appointment. They said that was at 7 am, and I got there, was told a mechanic doesnt come in till 730 at the earliest andthat they stilstill had to finish from the day before . They didn't start my car until 815 and I was there until almost 11. With both times, I was told that my brakes are just fine, but no one should be able to push the brake pedal to the ground when stopped at a light. This is by far the worst experience I've ever had with a dealership and i would have never purchased a Kia had i know this would be the situation!! More

I went in for a oil change on a service plan I'd purchased when I started the lease on my Kia Soul. Unbeknownst to Casey Auto Group, I'd had a terrible experience with another Kia dealership a year purchased when I started the lease on my Kia Soul. Unbeknownst to Casey Auto Group, I'd had a terrible experience with another Kia dealership a year ago. It turned out that when I purchased the service plan, the jerk who sold it to me pocketed the money and then never signed me up for the service plan. Worse, when I learned of this, it took two weeks of screaming, raving madness to convince the people at the other Kia dealership that I'd been wronged, and it involved threats of litigation, profanity, and intense arguments. It was, by far, the worst encounter with any organization I'd ever had, and I am an AT&T customer, so that's a profound statement. So when I went into Casey Kia, I was probably what I would call a "Problem Customer." Viewing all Kia Dealerships as an evil, incompetent, nightmare, I was tense from the moment I walked in the door. Service Adviser Christine Allen was kind and polite, and put me at ease... until something went wrong. It turned out my service plan had been erroneously cancelled, and I was going to be charged the $45 for the oil change. While that may not seem like much, I immediately had flashbacks of my previous encounters, and was furious that I'd been wronged once again. At this point, I was irrationally enraged, and ready to begin screaming, cursing, flailing my arms and generally behaving like a psychopath until burly mechanics were forced to toss me out of the garage. I approached Christine, who did what so few people in customer service fields can: she listened. She acknowledged I had been wronged and sympathized. She began to helpfully try to solve the problem. She went above and beyond, looking up numbers and expertly navigating through the dense maze of Kia's corporate structure, trying to find out what had happened. She was willing to get on a three-way phone call with me and the other Kia dealership, and helped me to find the problem. I then went out into the parking lot and shouted a bit at the people who had messed up, but I no longer associated them with Casey Kia. By her professional demeanor and competence, she'd in one fell swoop turned my opinion of Kia Dealerships around. Walking back in, I handed her the phone and she quickly set right what had been wrong, reinstating my plan. My car had already been serviced by this point, and I was free to go. So not only did Christine provide excellent customer service, she did so in every customer service professional's worst nightmare: an irrational customer enraged by something the agent had no control over. So thanks a lot to Christine Allen, for her patience and professionalism. I would definitely go to Casey Kia again. More

On 10/22/12 I went to the dealership to get a second key for my Kia Rio...being kind of in the market for a new car to replace my Ford Expedition...my wife stumbled upon the Kia Sorento. This is when Pam sa for my Kia Rio...being kind of in the market for a new car to replace my Ford Expedition...my wife stumbled upon the Kia Sorento. This is when Pam saw us and explained everything about the Sorento. Her knowledge of the vehicle and ability to work with me as far as the bottom line is concerned was awesome. Her knowledge of Certified Pre-Owned cars and the Kia Warranty was fantastic + the history of the vehicle pretty much sold me and my wife before walking into the dealership! She was by far the best car sales person I have ever purchased a car from and will most likely (if I'm in the market for a Kia again) be a repeat customer. More