Matthews Kia of Schenectady - Service Center

I brought my Telluride there for a recall repair on 8/2/24. While they were doing the repair, the front radar stopped working and they weren’t able to finish the software update. They didn’t know why 8/2/24. While they were doing the repair, the front radar stopped working and they weren’t able to finish the software update. They didn’t know why or how to fix it, so they sent me home and said they’d call me back the next week once they put a ticket into the main KIA support line. Nobody ever called me back and my front radar has not worked since I brought it there. It did work before then without any problems. I drove 60 miles on the highway using cruise control to bring the car to the dealership when I brought it there on 8/2/24. It worked when I left I there but it has not worked since. After several weeks and several phone calls I finally was able to get it back in to be told that they found damage to the radar and that it must have been in a collision. It has never been in a collision. It have never “bumped” it into anything. I told them this and they replied “well maybe somebody backed into it while it was parked?” Maybe! And maybe it was damaged by you while it was in your lot or in the garage. It worked when I left it in your parking lot, so if there was damage it occurred while it was in your possession so you should fix it and not charge me the $2000 that they quoted me. The customer service throughout all of this has been terrible almost every time I’ve called. (There was one person who was helpful, everybody else did not make any effort to help me find a solution.) I left my keys in the Dropbox the night before the appointment (because my son was home sick from school on the day of the appointment and I didn’t want to be stuck there all day with a sick kid… again, 60 mile drive!). They emailed me the next day at noon, saying I had missed my 9 AM appointment. I called them to let them know the car was in their parking lot and the keys were in their Dropbox. I got a callback about 10 minutes later to let me know that they hadn’t been able to figure out why the radar wasn’t working yet so it might need to stay longer than just one day. I wish I had never brought it to them! More

Not valued as a long time Fucillo customer. The Mathews group end this service center?YesNo Your Review • 15 Word Minimumpurchased the store from the Fucillo group. We had a pre-paid maintenan The Mathews group end this service center?YesNo Your Review • 15 Word Minimumpurchased the store from the Fucillo group. We had a pre-paid maintenance program from Fucillo with two maintenance left. 1) Tried to schedule an oil change and they had nothing within a month. 2) Tried later to schedule the change and they said we could get in within a week if we were Mathhews preferred. Otherwise it's a month and a half. 3) At the change wouldn't honor the pre-paid maintenance. 4) I asked for a one time comp to help b/c I lost out in the changeover and will remain a customer... manager refused 5) I said fine, do the recall only and I'll go somewhere else. 6) They did recall AND the maintenance and tried to charge me for it. 7) Ultimately did get the charge removed because I didn't authorize the work. 8) When I picked up the car, counter person tried to tell me the maintenance was free as a one time courtesy because we had the pre-paid. 9) I said that is not true and left with my car. Not returning. More

The service for this dealership is horrible! If I could give them no stars I would. My car was brought to them in for an engine replacement. I ended up getting it approved for a free replacement If I could give them no stars I would. My car was brought to them in for an engine replacement. I ended up getting it approved for a free replacement which was great. But my car is still sitting in their lot to this day!! The service advisors continue to give me false information and every week they push the completion date farther. I understand the shop may be busy but do not accept cars if it would take you almost 2 months to fix. Especially if the original time frame you give your customer is 3-4 weeks. They are unorganized, unethical and they will literally play in your face about your vehicle that you work hard for. Don’t waste your time. More

Not only did they make an appointment 2 weeks in advance,Traveled there waited, said you have to come back don't have your part,that is reason for recall..They had car in front on them still,ordered advance,Traveled there waited, said you have to come back don't have your part,that is reason for recall..They had car in front on them still,ordered parts for a car we don't have!!!!!!What a lousy place. More

2023 vehicle in for issues. Going on second week, no vehicle to use. Matthew's has no record of me bringing in shortly after purchasing brand new vehicle from Fuccillo for the s Going on second week, no vehicle to use. Matthew's has no record of me bringing in shortly after purchasing brand new vehicle from Fuccillo for the same issues.They don't help at all. You are told to call Hertz. Then all you can do is hope you get reimbursed. When I try to explain, they cut me off. I don't now if because I m a woman, I feel talked down too. When I brought it in I didn't get a chance to completely explain and they are saying if it's this problem it won't be covered by warranty. I felt Fuccillo was much better, that's why I bought a second vehicle from Fuccillo. Now I am left with no customer service. More

Hands down the worst experience I've ever had at a dealership Service Dept. I am in the area for the summer and a recurring issue had popped up with my Kia. I googled and found this to be the closes dealership Service Dept. I am in the area for the summer and a recurring issue had popped up with my Kia. I googled and found this to be the closest dealership. I spoke with them and scheduled and appt for Fri at 8:15am. After not hearing from them all day, I called late in the afternoon to be told by Ken that they had driven it but couldn't recreate the problem. (I had left explicit instructions on how to easily recreate, which they were able to do after following them.) Ken said the master tech could not look at it until Monday, but assured me if I left it over the weekend (inconvenient) he would be sure to get to it. Monday came and went with no call back. I called on Tuesday to be told the master tech had 30+ cars to work on and it might be better to take it to Destination Kia in Albany if I needed it serviced. When I reminded him that he promised me about leaving it over the weekend, etc we again promised that a master tech would look at it. I also asked if they had even popped the hood to see if it was the clamp that my hometown dealership had tightened to correct it the first time. They had not. Called on Wednesday afternoon (after always being promised that Ken would be calling me with a status but never getting a call) to be told the master tech didn't arrive until 1pm, etc, etc. More excuses. But they had run diagnostics and not found anything (I know - my dealership did the same) and contacted Kia and had no outstanding issues that they were aware of. Called Thursday at 3:30pm to be promised the master tech would drive it and look at the clamp and Ken would call me back within the hour. Crickets. I called from 4:30-5pm, either going to silence (no hold music or any indicators to know whether you are in queue or just being ignored forever) or getting a message saying that extension isn't picking up. Finally got upset enough after calling back numerous times to ask the operator to transfer me to the sales manager on duty. He listened to my problem, promised to walk back to service and find out what was going on and call me back within 10 minutes. Finally some customer service! Well, Ken called me back within 10 minutes (and so did the sales guy to make sure someone had called me back) to say they had adjusted the clamp and it made no difference. And it will be weeks before they can do any type of deep diagnosis on it, so again suggested taking it to another dealership. I was done and agreed I'd just come and pick it up. A week completely lost! The icing on the cake was the explanation on the invoice / paperwork I received. "FOUND NO CODES. RAN ENGINE. ROADTESTED. FOUND PERFORMANCE TO BE NORMAL. NO UNUSUAL NOISES FROM THE ENGINE COMPARTMENT. VEHICLE IS OPERATING AS DESIGNED AT THIS TIME." After Ken admitted they were still hearing the noise. More lies. Can't wait to get the survey from Kia! More