City KIA of Greater Orlando

On Tuesday 01/07/25, my wife called me while at work stating that her 2016 Kia Soul was having issues while driving and was unable to drive the car any further. We had the vehicle towed to "City Kia." T stating that her 2016 Kia Soul was having issues while driving and was unable to drive the car any further. We had the vehicle towed to "City Kia." They advised it should take a couple days before they diagnose the issue. My wife received a text same day at 1:58pm to review the inspection and approve the recommendations. In the inspection report there was 10 things to approve. 2 of 10 items was listed as "Needs immediate attention." Item 1 of 2 was Catalytic Converter and Gaskets: Catalytic Assy. Item 2 of 2 was Fuel Injector Replacement: Fuel Injectors all 4. Both 1 and 2 was highlighter in bold at the top saying, "Service was pre-approved." Items 3-10 said, "Needs immediate attention. All those items were: drive belt, brake job, transmission flush, etc. At the top of each item highlighted in bold said, "Recommended service." Kia is known for there 10yr/100,000 mile warranty and with the car only having 89,000 estimated miles at the time of service, myself and my wife assumed "Services pre-approved," meant they were pre-approved by the warranty department. So we agreed to deny services 3-10 that were recommend service and only approved, services 1-2. On 1/8/25 @ I spoke with Josh the service advisor to clarify on two things. The first thing was one of the services had a charge of $205.95 for "Related requested service," for anti-theft ignition protection. I asked if that charge was valid due to the vehicle having a recall and should be taken care of by Kia recall services. Josh clarified that those charges were initially for the diagnosis and should be taken care of if the vehicle was found to be serviced due to warranty issues and that the anti-theft will be taken care of in the recall service campaign. I also asked if items 1 and 2 were pre-approved and should not be charged. He also advised, yes and if that we denied services 3-10. We then received a text on Monday 1/13 that the vehicle was ready for pick up, but there was a total balance of $4153.93. I immediately called and asked how was there a balance if the services stated, "pre-approved." They basically told me the services were pre-approved by me and not by warranty department. The inspection report is misleading and they are going back on there word with the previous phone call conversation. So I proceeded to call Kia Customer Care to make a formal complaint on the dealership on how they were scamming me of $4153.93 when the vehicle should still be covered under warranty. I was going back n forth with Kia Customer Care and City Kia and they kept telling me that "Services Pre-approved," did not mean by warranty and that I didn't read the inspection report. After digging and doing my own research, I found that the specific vehicle had a recall on the catalytic converter and we took it in for service on 08/01/23 to fix the recall and had proof that the extension warranty should now be 15years/150,000 miles. After providing proof to the dealership, I magically received a phone call from Oscar Platt, apologizing to me that they mixed up the vehicle with another similar vehicle and crossed VIN numbers. And that my vehicle is still under warranty. Oscar Platt kept apologizing how they made a mistake and they will take care of the catalytic converter but not take care of the Fuel Injector's because they were out of warranty and stated that the "pre approval" meant we approved the diagnosis and not the warranty department. So basically, if I didn't do my own due diligent and had a copy of my previous service record, I would've been scammed out of $4153.93. This dealership is a scam and looking at previous comments it shows they should be investigated. They would've never caught the mistake and just taken the full payment and called it a day. Also, Oscar stated that all calls are recorded and when I asked to hear the initial recording between Josh and I he said no. I know they are lying and hiding the truth. More

Well I will tell you that the sales service is very good, they treated me very well but where they lose all their quality is in the maintenance service. I lived in Orlando and moved to Miami and I want to be they treated me very well but where they lose all their quality is in the maintenance service. I lived in Orlando and moved to Miami and I want to be a transfer of the service package that I am paying until 01/03/2028 and they won't let me, they say it is not allowed, then I wanted to cancel the service so that they do not charge me more and it is not allowed either and I cannot go every time I have maintenance to Orlando 🤷🏽‍♀️ in conclusion I am going to lose my money and I am going to lose my services that I am paying until 2028 that is why I am disappointed and sorry to have made my purchase with you, the truth is everything is a lie of you More

I am writing to express my deep indignation regarding my experience with the service department at Kia of Orlando. I arrived on time for my appointment at 11:00 a.m., and I was assisted by a young man na experience with the service department at Kia of Orlando. I arrived on time for my appointment at 11:00 a.m., and I was assisted by a young man named Franco, who explained that I had three free services available for the maintenance of my vehicle. However, I later learned that the maintenance included 5 steps, 2 of which were free and 3 were paid, something that was never disclosed to me when I bought the car. I felt completely deceived and extremely uncomfortable. When I refused to pay for a service that was supposedly free, the service representative became visibly upset and acted in a highly unprofessional manner. After waiting for over 2 hours, I approached Franco to ask for an update on the status of my car. His response was a shrug, as if he had no idea what was going on, and he simply told me that it would take at least 3 hours, showing no interest in finding out why the process was taking so long. It is inconceivable that, having owned several other vehicles from different brands, I have never experienced such negligence or such excessive waiting times as I did at Kia. This experience has made it clear that I will never return to a place where I was misled, where waiting times are endless, the customer service is appalling, and the waiting area is so small and depressing that I had to wait outside because there were no seats available. My outrage led me to speak directly with the service manager, Mr. Frank García, who kindly checked the status of my vehicle and, within a few minutes, had it ready for me. In the end, I had to endure a ridiculous wait of 4 hours and 5 minutes to get my car back, and without a wash—because if I had requested that, I would have had to wait another hour! I would definitely NOT recommend the service department at Kia of Orlando, not for price, nor for service, nor for the unbelievable waste of time. If I could rate this experience, I would give them a flat-out F. More

The service in this dealership is really bad with timing, I dropped off my vehicle yesterday 11/09/2024 for the regular oil change maintenance, the technician Ricardo Rosario told me that the process should I dropped off my vehicle yesterday 11/09/2024 for the regular oil change maintenance, the technician Ricardo Rosario told me that the process should take about 3 hours, but I never received the call, I tried to call them in the afternoon but no answer, I received a call this morning 11/10/2024 saying that I can not get my car back until Monday, 11/11/2024. That there is no other way to get my car back, the service department doesn’t work in a timely manner at all, they don’t respect the needs from customers, and they are making me loose my time. I don’t recommend this service center at all. More

I’ll bought a car from City Kia last year - the entire purchasing experience was lovely, my salesman was great, etc. When we purchased the car they went out of their way to tell us all about the warra purchasing experience was lovely, my salesman was great, etc. When we purchased the car they went out of their way to tell us all about the warranty they were giving us and how “everything” was covered. Fast forward to last weekend, I brought my car in for a regularly scheduled oil change. After being there for 5 hours (after being told it would take 2.5 hours - but I get it, thanks happen) they informed me I needed a new battery. I declined the service at the time since I’d been there so long but planned on getting it taken care of. As luck would have it, my battery died this week. My husband called to have an appointment made. At this time we double checked that this was “included” in our warranty. They asked for our VIN, when we purchased the car, and how many miles were on the car. After all those questions were answered, they confirmed that the battery would be covered. So imagine my surprise when I get an email letting me know they’ve done their diagnostics and we need a new battery and it will cost $311. We got on the phone and had the unpleasant experience of speaking to Mike who is apparently a manager in the service department. He was rude and nonchalant about the entire situation. I then spoke to another manager who offered me a “deal” of replacing the battery for $290. I declined the service for obvious reasons and my husband and I took and Uber to the dealership to pick up my car. There we spoke to Joe Manno - who was absolutely lovely. He is the only person we talked to in this situation that actually seemed to care and he’s also the only person who apologized for the miscommunication. He was nice enough to bring out the Operations Director, Preston. I wish I could say that Preston was helpful or helpful even friendly but he wasn’t. He came over and has a condescending attitude and again, failed to apologize. Keep in mind, I made it very clear when I spoke with Joe that I wasn’t looking for any free services, didn’t expect them to provide a free battery, etc. I just wanted to address the customer service aspect and for Preston to not even offer an apology is honestly outrageous and horrible customer service. Apparently the miscommunication happened when my husband called the schedule the appointment. Since we bought our car used, the warranty that convered the battery expired this summer. I understand that it things happen, I’m not upset with the representative who made the appointment, they just forgot to ask if the car was purchased new or used. I am upset with how this whole thing was handled, however. Aside from Joe, every person we spoke to was completely unbothered by the whole situation. And when Preston condescendingly tried to blame my husband and I for not knowing the warranty only applied to when the car was first bought new, he couldn’t answer my question about if it was my fault that his staff couldn’t figure out that a 2021 vehicle wasn’t purchased new in 2023. I really can’t stress enough that we weren’t asking for anything. Mistakes happen, we are humans and we understand. But I did expect an apology since the miscommunication came from their end. Overall, a really frustrating and frankly disappointing experience with every member of management we interacted with (except Joe!) 2 stars, one for Joe and one for the other staff members who are always friendly. More

I am extremely disappointed with the service I received at City KIA of Greater Orlando for my 2015 Kia Optima SXL. My experience was fraught with miscommunication, delays, and questionable practices that l at City KIA of Greater Orlando for my 2015 Kia Optima SXL. My experience was fraught with miscommunication, delays, and questionable practices that left me feeling frustrated and undervalued as a customer. Timeline of Events: 10/21/2024: I contacted City KIA after my vehicle’s navigation system indicated a service was needed, and the check engine light was on. I scheduled a service appointment for 10/24/2024, requesting a full diagnostics test, quoted at $205, and was informed of a recall that needed attention. 10/23/2024: The check engine light turned off, but I kept my appointment to ensure thorough diagnostics and address the recall. 10/24/2024: Upon arrival, I informed my service representative, Josh Farley, that the check engine light was no longer on. I was told my vehicle would be ready for pickup by 5:00 PM. However, at 6:00 PM, I learned the car was still not ready, and I was given a list of recommended repairs totaling over $2,000. I only approved the front brake service and expected the diagnostics fee to apply towards this. 10/25/2024: When I returned to pick up my vehicle, I was told it was still not ready. After speaking to a manager, I was finally able to pick it up, but not before being informed that the car was overheating, which had not been the case when I dropped it off. 10/26-30/2024: The saga continued with Josh claiming various repairs and diagnostics that were either incomplete or inconsistently documented. I was charged for repairs that did not resolve the overheating issue, and it became clear that proper diagnostics were never performed despite the initial fee. I also had several interactions with Oscar Platt, the Fixed Operations Director, who seemed to downplay my concerns and provided little support in resolving the issues. His dismissal of my frustrations added to the disappointment, as I felt that my situation was not being taken seriously. Throughout this ordeal, there were multiple work orders created with conflicting information, and I was denied a loaner vehicle due to my car being held for an extended period. This has caused significant stress and inconvenience for my family. In the end, I felt misled and pressured into unnecessary repairs. My original request for diagnostics was not fulfilled, and the service I received was inadequate and poorly communicated. Warning to Future Customers: I strongly advise anyone considering service at City KIA of Greater Orlando to think twice. My experience reflects a troubling pattern that exploits customers, and it appears that the staff may not have your best interests in mind. I hope for a swift resolution to my concerns and the prompt return of my vehicle. More

You can't leave zero stars fyi the positive reviews are managers looking to save their g@$$. This is the worst service center I've ever encountered. Don't EVERRRR get the tire warranty. They do everything managers looking to save their g@$$. This is the worst service center I've ever encountered. Don't EVERRRR get the tire warranty. They do everything not to honor it. They tell you it's not worn enough or overworn. I brought car in with a plug They did nothing. Asked to them to check air. Nothing. They suck so bad they didn't even ask me if I paid after oil change that was free under warranty, but didnt tell me it expired until it was done. I bought the car and after that...only contacted me for service and I drove miles to get tires checked before trip...nope. oil change with warranty left loose oil filter sooo leaked everywhere. Wrong. Hlad to pay to get replaced where I was when found it was messed up. Tried to get me to take down my reviews by fixing everything..and I would've...except, they messed that appt up too. I regret buying the car because i couldve saved money by getting a luxury car where they take care of you. For the cost of what I've paid to get their mistakes fixed. Yup thats right.. I regret the warranties. The service dept. The purchase. More

Worst service center I've ever been to. STAY AWAY! DON'T buy and services from here and save yourself the time and headache. It's been over 5 HOURS FOR AN OIL CHANGE AND IM STILL WAITIN STAY AWAY! DON'T buy and services from here and save yourself the time and headache. It's been over 5 HOURS FOR AN OIL CHANGE AND IM STILL WAITING!!!!!!!! A basic oil change that I made an appointment for 5 HOURS!! Nobody cares, explanation is they are overwhelmed. WORST More

Great experience with Salesmen, Carlos & Matthew. Very professional Thanks to your Finance Dept., Carlos Hernandez for all his help. Very professional Thanks to your Finance Dept., Carlos Hernandez for all his help. More