Gary Rome Kia

Could not believe that weather stripping was not covered under warranty in a leased vehicle with 30k. Parts Rep did not care about my concerns under warranty in a leased vehicle with 30k. Parts Rep did not care about my concerns More

Service department was welcoming and attentive upon my arrival. They explained what they we going to do, how long it would take to and answered my questions . I was able to get a coffee too. A salesperso arrival. They explained what they we going to do, how long it would take to and answered my questions . I was able to get a coffee too. A salesperson saw I was working on my computer and escorted me to a desk to use. The whole experience wrsd great! They even vacuumed and washed my car🙂 More

I recently purchase my new car from Gary Rome Kia, Brian was a great help and really showed me all the cool things my car has to offer. Even when there were some brake issues I brought it to the Audi deale was a great help and really showed me all the cool things my car has to offer. Even when there were some brake issues I brought it to the Audi dealer to get fixed a sense I purchased my Q8 at Gary Rome they took care of the cost with no problem. It was a great experience. More

Friendly, accommodating, and courteous. I appreciate that they were able to fix the issue I had quickly, and with great communication to me the entire process. I appreciate that they were able to fix the issue I had quickly, and with great communication to me the entire process. More

I purchased my THIRD vehicle from Gary Rome, this was at the Hyundai Holyoke location, about 2.5 years ago. A 2017 Kia Sorento, which I have loved. I purchased an extended warranty to cover the vehicle to 1 the Hyundai Holyoke location, about 2.5 years ago. A 2017 Kia Sorento, which I have loved. I purchased an extended warranty to cover the vehicle to 120K as I purchased it used with just over 50K already on it. My motor blew now going on a little over 3 weeks ago. I spoke to Gary Rome Hyundai in Holyoke who suggested I have the vehicle towed to Enfield, which I did. It was then that this whole experience took a very drastic turn. I was assigned Trisden Toccaline as my advisor. It took 3 voicemails and 2 days to receive my first call with any information on what was going on. At first he let me know that I need a new motor and it would 9K. I stated there was an extended manufacturer’s warranty on the motor as well as I had purchased the extended warranty. Dumbfounded, he told me he would call me back. When I did receive a call back a couple days later, he stated that “my vehicle did not make the right noises or have the right codes” and that it did not fall under the extended manufacturer's warranty. I then asked him about my extended warranty I purchased, and he said he would send it out and it would be 2-3 days to hear back. Fast forward to Monday October 2, Trisden called me to request maintenance records. I asked what that entailed, and he told me it would be oil changes. I told him I would have to gather them. I did speak with another dealership as well as two other mechanics who stated that it sounded like Gary Rome was taking me for a ride, no pun intended. They advised that I obtain a list of problems they found to conclude my motor truly did need to be replaced. It was at this time that I realized Trisden never actually told me what was wrong, what was failing, or any details at all. He always avoided this conversation. Tuesday October 3 shortly before 11 am, I called to asked for a list of what was found to be wrong. Trisden then got very defensive and asked why I was upset, and I blankly told him that I had spoken to a few other reputable people in the industry, and this is what they recommended I do. He did NOT want to tell me what was wrong with MY car. He proceeded to tell me that I did not have service records, which I am in the process of getting from the mechanics who completed them. He then told me “it sounds like you don’t trust us. I’m closing the file, come pick up your car.” Shortly after I called AAA and has the vehicle towed to another KIA dealership. People want to be informed and have communication open. Trisden did not want me to be informed. He did not want to explain. And he certainly did not care about me as a long-time customer of the Gary Rome family. Upon receiving the Sorento at the other KIA dealership yesterday, they did inform me that at 2:30 pm on Tuesday (hours AFTER the above incident) Trisden put in a report to KIA flagging my VIN that my car should not be covered by the manufacturer. This may be common business practice, which would make sense if it was submitted 2 weeks ago when the wrong code failed! Instead, it was a vindictive and malicious move. I spoke with the dealership again today who called to inform me that a report was filed yesterday to KIA letting them know that I do not have service records. ARE YOU KIDDING?!?! Not to mention this is false, BUT I had left, my business was done, I paid my cost. The dealership warned me that because of this action that KIA may not accept anything I submit now. I am an extremely hard-working mom with two kids, who lives on an extremely tight budget, who had a vehicle’s motor blow up when I still own 13K on it, and all Trisden wants to do is make is nearly impossible for me to actually use the warranty I purchased. I cannot wrap my mind around the type of person it takes to stick it to another person so badly. This is going to cripple my finances and leave me in very terrible situation. I am just quite literally at a loss and I do not know how I am going to recover from this. More

The dealership was easy to find. It’s a smaller location but has a good variety of vehicles. It’s a smaller location but has a good variety of vehicles. More

They were extremely professional & did a great job in delivering & explaining how everything works! Salesman was great! delivering & explaining how everything works! Salesman was great! More

We were not Gary Rome customers but needed some emergency help with a tire issue and engine check that our dealer could not do for several weeks. Gary Rome got us in quickly. All employees were polite and pr help with a tire issue and engine check that our dealer could not do for several weeks. Gary Rome got us in quickly. All employees were polite and professional. They were upfront about how our warrantee would work. Hector was great explaining everything. All was carefully checked. Our tire was repaired. I will definitely give them our business when I am able to in the future. More

Brian was very personable and fun to talk with. He knew his stuff on our new vehicle and even put in overtime to accommodate our late schedule. He knew his stuff on our new vehicle and even put in overtime to accommodate our late schedule. More

I thought that every thing was very good. However, there is always room for improvement. However, there is always room for improvement. More