Southwest Kia of Rockwall - Service Center

For the third time, the wait for service was too long. I scheduled an appt for an oil change. I arrive early for the appt but the oil change took 2 hrs. The time before, the oil change took 3.5 hrs. I thoug scheduled an appt for an oil change. I arrive early for the appt but the oil change took 2 hrs. The time before, the oil change took 3.5 hrs. I thought that they would have improved but I was wrong. I will be going elsewhere. More

Management is improving and they are making things right. Would recommend for any car buyers. right. Would recommend for any car buyers. More

Took my 2021 Telluride in for normal maintenance. Was met at car by service advisor, asked what I was there for and politely shown where waiting room was at. PM was done in a timely manner and checked met at car by service advisor, asked what I was there for and politely shown where waiting room was at. PM was done in a timely manner and checked out without any issues. Quick and courteous....the way things should be!!! More

Friendly and communicative, finished at promised time with a car wash and oil light reset and tires set to correct psi with a car wash and oil light reset and tires set to correct psi More

Good customer service. Communicated on progress of work being performed. Friendly staff .Maintenance was done in timely manner. being performed. Friendly staff .Maintenance was done in timely manner. More

I usually receive great service but this last time it wasn't as good. Car was dropped off Monday morning and I never got word of what was being done. I called Tuesday afternoon to speak with the rep but wasn't as good. Car was dropped off Monday morning and I never got word of what was being done. I called Tuesday afternoon to speak with the rep but found out it was his day off. My husband called late Wednesday morning only to find that the car was being looked at for the first time. Didn't get the car back till Thursday. There was a big lack of communication on their part that hadn't happened before. More

Was apprehensive when I arrived but, such good service followed and I am so pleased I brought my car there followed and I am so pleased I brought my car there More

Service advisor jacked the price up because I had a coupon so it came out to be full price. Then tells me that I need to replace the brake fluid every 20k miles, claims that it's in the manual. Wants t coupon so it came out to be full price. Then tells me that I need to replace the brake fluid every 20k miles, claims that it's in the manual. Wants to charge me $165 for that line of BS. He just cost them a customer. I will never purchase a vehicle or take one to be serviced there. I will drive 45 minutes to another dealership if it has to go to a dealer for service. More

This time was very poor quality and service. Price was $300 higher too. No call backs with status and it took 5 days. $300 higher too. No call backs with status and it took 5 days. More

Southwest KIA has the worst customer service I have ever experienced, in addition to the worst engine repairs I have ever seen. My most recent experience started on AUGUST 12, 2021, trying to get a rear cra experienced, in addition to the worst engine repairs I have ever seen. My most recent experience started on AUGUST 12, 2021, trying to get a rear crankshaft deformed seal repaired in my KIA Soul. Warranty work was not finished until SEPTEMBER 22, 2021. Always had to make numerous attempts to call service department to get updates. Service department did not call with updates nor returned phone calls. No loaner or rental vehicle provided for 1st visit. Had to rent vehicle at personal expense due to work responsibilities. After Southwest KIA returned the vehicle, I again found oil leaking from the engine block. Had to call another dealership location to get the service department in Rockwall to return my call regarding the failed repairs. Sent an e-mail to Ron Bailey the general manger at Southwest Rockwall – never received a reply. Returned the vehicle a second time for warranty repairs. Southwest Rockwall provided a rental car for the return visit. While the rental representative was assisting me at the Ford dealership a man in a KIA polo shirt and black pants interrupted us demanding questions regarding an incident report another rental representative was making regarding a scene the KIA employee had caused earlier at the Ford dealership because a customer was not allowed to rent a vehicle due to a previous broken windshield. A loyal customer should never have to witness this kind of infighting and dysfunction. Continued to receive no updates from service department on second visit. Always had to make numerous attempts to contact service department before getting updates on vehicle. After a week with no updates, I reached the service manager and was told I would need to contact the new management team. I was told at the car rental location that this was the second time that Southwest KIA had fired the management team. Sent an e-mail to Bryan Hall the new general manager at Southwest Rockwall – never received a reply. Picked up the vehicle the last time on SEPTEMBER 22, 2021. I was told they repaired an oil galley plug the second time. When I picked up the vehicle it had not been washed and a dirty yellow towel was found in the front passenger seat. Southwest KIA, if you are reading this, please immediately restore the respect and regard you once had for your customers, starting with improving your communications with them. Oh, and after keeping my car for well over a month, and forcing me to rent a vehicle at my own expense, you may want to pick up the tab for that. That act would be worth noting on a future survey in return. More