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Gene Messer Kia
Lubbock, TX
235 Reviews
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Showing 235 reviews
December 01, 2020
I wish there were another KIA dealership in town so I would never have to go back. After having my car for four days (a day longer than promised) they still didn't do all of the services I asked them to, would never have to go back. After having my car for four days (a day longer than promised) they still didn't do all of the services I asked them to, and that's after I called on day 3 to ask why my car wasn't ready and verified all the service was done except one thing where they were waiting on the part. Guess the guy I talked to was misinformed or flat lied to me. Not only that but the service they did perform was poorly done. If I could attach pictures I would. I will have to go back to have them fix what they messed up, and believe me, the manager is going to get an earful about the terrible service. More
by KIAowner
Employees Worked With
I wasn't given names at pickup
September 26, 2020
I will never be back once we finally get all their mistakes corrected. My experience is with their service department- not sales. There’s a laundry list of problems with my recent visit. First, I fill mistakes corrected. My experience is with their service department- not sales. There’s a laundry list of problems with my recent visit. First, I filled out my appointment information online and input all the services I needed which included Inspection, Oil Change, Key Fob Battery Change, Paint Pen, and to check on a speaker that was rattling in the back of my vehicle. When I showed up, they had no record of my appointment, so all that time I spent filling out the details and setting a scheduled time was wasted, and I was no more than a walk-in customer. I ran through all of the reasons for my visit and then informed my service expert that I needed a ride because I was going to go back to work while they worked on my car. I waited in their wait area for over 15 minutes and was never acknowledged. Because I had to go through all the details of the appointment, I was well into missing about an hour of work at this point. Not to mention that I observed no service professionals in the shop wearing facemasks during the Covid pandemic. Not here to argue about mask efficacy of wearing a mask- that’s just a fact for anyone who cares and some may not. I finally gave up and told them I would call a rideshare because I had to get back to work. So over $30 dollars later when I arrived back after repairs and service had been completed, I was given my keys and walked out to my vehicle. I read through the paperwork and in order to address my speaker rattling they provided the following service note: “Bass on stereo was turned up high. Turned Bass down to see if that helps”. So instead of fixing or addressing the issue with me, they took it upon themselves to mess with my stereo settings and turn the bass down. That was their answer to the problem. I walked back in and was told to wait while they checked out 3 other customers before finally addressing my concern that the problem was not fixed or addressed. Finally, they got a manager to talk to me and we went out to my car, worked with the stereo and eventually landed on the answer being that: ‘my music has too much “deep bass” and so there’s nothing that would stop the rattling’. I was told it was going to rattle no matter what. So I guess this is a Kia design flaw? I was frustrated with this answer but moved on because I needed to get back to work. The next day, my phone began ringing and they informed me that they forgot to charge me and I would need to come back down to make payment. I went back down to the dealership at the next convenience, paid my bill and picked up my paint pen. I just got back home and was preparing to use it when I noticed the paint is the wrong color. So the saga continues. The whole experience has been terrible. I will not return and will, in future, either take my car to a auto shop for maintenance or drive 2 hours north to Pete’s Car Smart Kia where the facility is newer, better maintained, and the staff are much more efficient. More
by itsjustme223
Employees Worked With
Prefer not to disclose
June 26, 2019
Good Service! The service center worked on a minor problem with my 2019 Kia Optima S. They were polite and helpful. RC took care of getting my wife to work when the The service center worked on a minor problem with my 2019 Kia Optima S. They were polite and helpful. RC took care of getting my wife to work when they need to keep the car for the morning. Would have been 5 stars but the online scheduling of appointments is less than smooth even for the tech savvy. More
by Tech Wizard
Employees Worked With
Ramon Cortez
January 09, 2019
Was very good. Fixed problem. Very friendly and polite. Face to face on making appointments, they are great. Polite. Friendly. Helpful. Did good work on my Kia Soul and did it quickly!! My only compla Face to face on making appointments, they are great. Polite. Friendly. Helpful. Did good work on my Kia Soul and did it quickly!! My only complaint: Tried calling for appointment x2 and was told they would call me. Never did. Otherwise, great service.!! More
by Cotton girl
Employees Worked With
Daniel was only name I remember . Very nice guy.
October 18, 2018
HORRIBLE CUSTOMER SERVICE!! zero stars if I could---I do not recommend going to Gene Messer Kia Lubbock. Absolute worst customer service from salesmen (Jaxon) to the business man zero stars if I could---I do not recommend going to Gene Messer Kia Lubbock. Absolute worst customer service from salesmen (Jaxon) to the business manager (Shawn)to the new cars sales manager (Steve). Let me explain- First we had a scratch on the car and we told the new car manager before we ever left the lot. "yes ma'am we will call you and schedule that to be fixed no problem", he never called (Steve). Also we were NOT told that Kia vehicles do not come with a spare tire, so on day three of having our car we had a blow out and went to change it and there is NO TIRE (thank God I made it home)!!!! Kia says they will come to the house and tow the car and have the tire fixed. They did replace the tire and then Steve says oh yea that will be okay we will fix the scratch too (he only said that after I mentioned it again) and as soon as I left the parking lot and crossed a very busy access road the TRANSMISSION BLEW on my brand new 2018 Kia Optima (this car had less than 300 miles on it)! I immediately called my husband because I was in shock, the gun shot like sound from the engine scared me to death, I also had my 14 year old son with me and we were stuck in the middle of traffic. We coasted the car over to the side road. My husband is now on the phone with the Kia office and after yelling and screaming at them to come get me, they tell us to call road side assistance (what a joke) (p.s I can see the dealer from my rear view mirror) While I am waiting my husband calls my son because Kia tells him that they are on the phone with me, NO they sure weren't no one at Kia called me to check on me or to get my exact location at that time. Finally a Kia service man showed up 45 minutes later only after he decided to call me because no one in the office was competent enough to figure out my exact location, which again was across the street and directly in my rear view mirror (not safe for us to walk we had to wait for a ride). We talked to our sales rep Jaxon who assured us he would make this right and take care of everything! We called the following day to see what was exactly wrong with the car and low and behold it was still sitting on the side of the road where we broke down. No one at Kia called to tell us that we weren't a priority customer they just continuously showed us time and again. Finally close to 5 they decided to pick up the car after it sat all night and most of the following day. My husband had to call and then go up there yelling and screaming again to have anyone take us seriously and to get them to do anything about the car and the fact that we no longer had one that worked. So finally they get the car on the lift and confirm that the transmission is faulty and they will get us into another brand new car. The salesmen calls to tell us "we have one on the lot" only to turn around and tell us oh no we don't have it but we will have it soon". We go the next day to pick up the new car, paperwork was not ready, car was not cleaned and of course we were very upset yet again! We had multiple phone calls back and forth, my husband went up there multiple times, not because the car broke we understand that that was out of their hands but because there was no since of urgency or care to make sure we were taken care of. So disappointed in how we were treated and how the entire situation was handled. More
by cmiller
Employees Worked With
Jaxon, Shawn and Steve
July 02, 2018
Professional is NOT the word... Buy a Kia in Midland or San Angelo because the headache after purchase isn't worth it with these people. I'm not from Lubbock, so I made an appointmen Buy a Kia in Midland or San Angelo because the headache after purchase isn't worth it with these people. I'm not from Lubbock, so I made an appointment for a Saturday to go pick out a new vehicle. (My first one.) I kept in contact with the guy I made the appointment with up until the day of. My husband and I showed up and the gentleman neglected to tell me he had a wedding in the family he had to go to, so he left me with the internet salesman. It was quite obvious this kid was the internet salesman because he was awkward at best; ALWAYS shaking my hand and saying "I'm sorry". I'm here to buy a car, not attend a funeral. Needless to say, the guy let me leave the lot with NO inspection sticker on my vehicle. (How was I supposed to know that wasn't right, when it was my first new vehicle? Must've been his first sale too.) Needless to say I paid over $2500.00 for tax, title and license, but I couldn't get my real license plates until I paid for a state inspection on my car. Sound wrong? Well IT WAS. WAY long story short, I now have a ONE YEAR tag on my brand new 2018 Kia Sorento (which should've been for two years), and have been fighting tooth and nail for over a month to get reimbursed for the inspection I had to pay for and next year's inspection and tag. They offered me $72.00 for my troubles, yet one year of tags cost $74.00 alone. They still owe me $16.00, and I can't get a response from their General Manager unless I wait 24 hours and make sure to follow up. Customer service is a joke to them. They chalked my experience off as a learning tool, and wrote me off. Run fast and far away from there. I'm extremely sad I have to return to use their Service Department for my vehicle. I hope they're better than sales, but if they're anything like their General Manager, I'm scared. The reviews I've read about the Service Department don't look too promising... More
by mncabrwn
Employees Worked With
Ryan (General Manager), Steve (Sales Manager)
May 10, 2017
Highly professional My buying experience at at Gene Messer Kia was a very pleasant one, my salesman Ryshawn Davis was very professional. He was courteous and patient, he My buying experience at at Gene Messer Kia was a very pleasant one, my salesman Ryshawn Davis was very professional. He was courteous and patient, he took time to explain everything in detail. This is the third car that I have purchased with Gene Messer and each times I have been completely satisfied. Thanks to The Gene Messer Group! More
by Fordescapee
Employees Worked With
Ryshawn Davis
May 01, 2017
Waste of time We had the worst experience with service department. My husband left his vehicle for the week with them while he was out of town on business for a ste We had the worst experience with service department. My husband left his vehicle for the week with them while he was out of town on business for a steering noise. They could not verify. They did not keep him updated. They were annoyed when I called to check on status. Very quick to remind me that it was left for the week. I reminded the advisor, yes it was, but only professional to keep us updated? No? Then the conversation got very short. So they had the vehicle for a week. Didn't verify. Vehicle has less the 2000 miles on it. Pain in the neck to take it to the dealer that is 2 hours away. Picked up. They only put on paperwork that they could hear the aftermarket intake system. Cool? Complete waste of time. Next time we will listen to what everyone else says about this dealer. More
by Carmom1
Employees Worked With
Daniel Rubio
March 15, 2017
Service sucks! Got a new starter put in last year. Jan 26th. It cost $479. I Called this morning, they couldn't give me information on a warranty. They took a messag Got a new starter put in last year. Jan 26th. It cost $479. I Called this morning, they couldn't give me information on a warranty. They took a message and promised to call back. Over 5 hours passed without a return call. Called again, left a message. Finally When we got a response it was sorry. The warranty ended the end of January. They did not try to help in any way. Everyone mechanically inclined said it should have gone out already. Other professionals told me to go to the local dealership, they would probably try to help. Gene Messer offered nothing to help. I would expect a product/service to hold up better than it did when it cost close to $500. Completely disappointed and after missing a days work, the starter is still not fixed. More
by Catherinedaniellereid
Employees Worked With
.
January 11, 2017
Best experience ever I have bought many cars over the years and it's always a 4-6 hour all day experience. This was a two hour experience. I got a great deal and my salesm I have bought many cars over the years and it's always a 4-6 hour all day experience. This was a two hour experience. I got a great deal and my salesman Reshawn was awesome. Finance was great. The bumper to bumper warranty from Kia and gap insurance were very affordable. More
by jmills452
Employees Worked With
Reshawn
