Kia Downtown LA - Service Center

Very poor communication from this service center. My Kia Soul was taken in after the door lock and ignition were damaged. A Geico adjuster reviewed the car with service techs two days later, and then My Kia Soul was taken in after the door lock and ignition were damaged. A Geico adjuster reviewed the car with service techs two days later, and then the adjuster sent me an estimate and said the repair would take two days, provided the parts were available. However, over the next two days, technicians had to review my car again for other reasons that were never communicated to me because my service advisor was impossible to get a hold of. He wouldn't return my calls and was never available when I called. When he finally did call, he said the estimate was ready, but he needed the name of my insurance so he could touch base with my adjuster and they could start working on an estimate. I had to remind him my adjuster had already been there, and they had already exchanged emails. In this conversation, the service advisor warned me that with these repairs, Kia often sent over dummy keys that could not be programmed. But the service advisor assured me on this phone call that I would receive two new, programmed keys. The part wasn't available for about a week (which I understand), but in this time, it was difficult to get timely updates from the service department about the status of my car (which I needed so I could extend my rental car with my insurance). Once my car was ready, it took two hours to pick it up. No other work needed to be done, I was told. The advisor called me on a Friday afternoon, and told me it was ready for me to pick up the next morning. He simply had to finish the final paperwork before I arrived. However, the paperwork wasn't finished when I got there, so the advisor asked me to wait inside. After an hour of waiting, I walked back out, and the advisor was chatting with another advisor. He said, "Let's get you out of here, bro." It was only at this point that he printed out paperwork for me to sign. He said that he was actually waiting for the valet people to bring my car over, and that was the hold up. However, once he finally processed my paperwork and I paid, I went to the valet, and they hadn't even left to pick up my car yet. I waited another half hour before the car arrived. When I tested the keys, only one was programmed. Again, the service adviser had previously warned me this may be an issue because Kia sends dummy keys with the type of repair I needed, and again, he had previously assured me he would still give me two programmed keys. But then only one of the keys was programmed. The advisor then claimed he had only just learned about the dummy keys after we had spoken on the phone, even though he had already told me this before the repair had started. Even if this were true, he then should have called me and informed me that only one would be programmed, so that I could decide in advance to order a second programmed key. The only solution he could offer was to ask my insurance to pay for a second programmed keyfob. This service department is disorganized. I do not understand why it took two hours to just pick up my car if the work was already completed. At best, this service department lacks the ability to communicate effectively with its customers. At worst, it's dishonest. I would avoid going here again in the future unless absolutely necessary. More

Emelio was quick, efficient and very friendly he went out of his way to get me a discount of his way to get me a discount More

Customer service was OK but they were very disorganized and not timely at all with our repairs. It took four weeks for them to repair our car and communication was not good. and not timely at all with our repairs. It took four weeks for them to repair our car and communication was not good. More

Why you delete the comment? When the mechanic finish his work on my car I waited 35 minutes to get my car no paperwork been made is annoy When the mechanic finish his work on my car I waited 35 minutes to get my car no paperwork been made is annoy More