West Broad Kia

My Kia Optima broke down while I was driving home from a trip to New York. It broke down in the Richmond area. I live 4 hours south of Richmond. I had it towed to a local family owned mechanic that I found trip to New York. It broke down in the Richmond area. I live 4 hours south of Richmond. I had it towed to a local family owned mechanic that I found on Google. They told me it was engine failure and that it needed to go to a Kia dealership. West Broad Kia was the closest one. This happened on July 15th. West Broad Kia said my car couldn't be towed to their dealership until August 5th because that was the earliest appointment available and they wouldn't accept my car until then. Thank goodness the family mechanic shop didn't charge me for storing my car until it could be towed. When my car finally got towed to the Kia place, it took a WEEK for me to speak to anybody to even acknowledge that my car arrived at the dealership. I called repeatedly and left message after message for a WEEK and not a single person called me back. I had to call the sales department and ask them to talk to the service department to call me. I just wanted to know that they even had my car. I finally got a call back and was told they would call me after they have time to diagnose my car. When they called me back they confirmed that it needed a new engine and that it was under warranty but because there were 25 people ahead of me in line who also needed new engines, it would be early October before it was ready! They offered me a rental but said they could only offer me a rental for ONE week and I would have to drive the 4 hours up to them to pick up the rental from THEIR rental place. Where's the logic in that?! When it got close to October, I called and checked to see if it was close to being ready because I live so far away, I would need to take time off work to come and get it. Every week since the first week of October, I texted the service department and every week I got the same answer...they are running a little behind, it should be ready next week. That was all the information I ever got. Fast forward to last week, the middle of NOVEMBER and I finally decided to call the service manager instead of the tech I had been interacting with, who told me that they were dealing with having to install rusty engines into cars because they were coming in rusted from their supplier. I don't know if a rusty one was put in my car but I know some poor car owners ahead of me in line got rusty ones. This past Monday I got the call that they were finally starting to work on my car. Found out that the serpentine belt was cracked and needed to be replaced. I can't be sure but I'm thinking the defective engine probably cracked it in the first place, but whatever. I picked up my car today and let me say how absolutely disappointed I was with their in-person customer service. Keep in mind, they have had my car for almost 4 months with very little information along the way and the tech who gave me the paperwork today to sign, spent only about 5 minutes with me. He offered no information other than answers to the questions that I specifically had to ask. When I got in the car, there were brown smudges all over the dashboard that they couldn't be bothered to wipe off. They left the dirty, crumpled paper floor mat in there AND when I turned the car on, the tire pressure warning alert came on showing me that three of my tires were low on air. They didn't even put air in my tires! The paperwork I got says they did one of those multi-point inspections and yet they didn't put air in my tires?! They must have only inspected the parts that cost money because they told me I also needed a cabin air filter for $79! I plan on taking it to my family mechanic who doesn't charge nearly as much. My car made it the 4-hour drive back home just fine today, but my overall experience with the service department was absolutely terrible! I have already told everyone I can not to buy a Kia because this whole engine debacle, in addition to all the recalls before the engine failed, was insane and not worth it at all. More

We received a letter about recalls from Kia, one had to do with the steering column one had to do with the engine itself with the software, and one had to do with the airbag I believe. The car was operatin do with the steering column one had to do with the engine itself with the software, and one had to do with the airbag I believe. The car was operating fine until I took it in to West Broad Kia for the recall issues and then we got the car back. The car couldn’t accelerate properly. I took the car back the same day had them look at it they replaced the sensors again, next day I’m back up there for the same reason. They have now had the car for a month. The car has not been repaired, nor have they supplied me with a loaner or rental car for my wife to use in the meantime. And the communication has not been great. I went down to see the manager and he said they don’t give loaners. They do provide a rental when they determined there’s a problem. They determined that the engine needed to be replaced And I can’t even get an answer to if they’ve gotten the engine yet or started the repair. And they still have my car and I have no way for my wife to get around. Not very happy with the service. Not very happy with the communication. I will not buy it be buying any cars From Kia in the future, nor will I take my cars there for service. I believe the next phone call I make will be to my attorney. Do not take your car here. Very unhappy customer. More

I was very happy with the service center this morning. I took our Kia Rio in for a free fixing of a trunk release latch. The staff did a very good job. They were efficient, and I had a nice wait in their I took our Kia Rio in for a free fixing of a trunk release latch. The staff did a very good job. They were efficient, and I had a nice wait in their waiting room. The service person suggested other things that I could have done with the car, but I said that I would first check with my husband about that. He was not pushy or determined that I should make the repairs. More

Service I had a problem booking a service appointment with them. The on-line booking system said I would get a call back to set up the appointment, I did not. I had a problem booking a service appointment with them. The on-line booking system said I would get a call back to set up the appointment, I did not. I had to call to make the appointment. I am most disappointed that the dealership does not have a sufficient signage, a sign on a tent is not enough. I drove around quite a bit looking for PEARSON KIA. I had no idea that the dealership had been sold and had moved. I was VERY upset that the extended warranty and the special perks of PEARSON were gone....no free oil change, no free state inspection.....not even an offer of a small discount to welcome me to the service department. I really think the service team should alert all returning PEARSON customers when they call for an appointment of this change for this first year. I love my KIA, but will probably won't return for service at this dealership unless there is a recall. More

Great experience We had a great experience with everyone at Pearson Kia while looking for just the right used vehicle. Chad Curry was our salesman, and he was no press We had a great experience with everyone at Pearson Kia while looking for just the right used vehicle. Chad Curry was our salesman, and he was no pressure, extremely patient (I can be a little 'particular' about my vehicles), and he was great about keeping in touch and responding to my many, many emails. Toby Lefebvre was also very helpful and responsive to our needs and questions. We never felt pressured. I would highly recommend Chad, Toby, and Pearson Kia. More

Crooks!!!!!!!!!!!! Pricing and service would indicate the old bait and switch!!!!!!!!!! Not trustworthy and would not recommend to anyone. This is run by the villians, s Pricing and service would indicate the old bait and switch!!!!!!!!!! Not trustworthy and would not recommend to anyone. This is run by the villians, scroundrels, and crooks union!!!!!!!!!!! More

Excellent The quality of service was excellent. I was not meet with "pressure" sales. The sales associated let me ask questions he encouraged me to look arou The quality of service was excellent. I was not meet with "pressure" sales. The sales associated let me ask questions he encouraged me to look around. He let the quality of the vehicle and service stand out. I was impressed when I found out the sales associated was new. Mr. Johnson was more interested in helping me met my vehicle needs instead of just selling me a car. More

Great Service and Staff! Had a great experience with my visit all the staff were very friendly and helpful! And Toby was a big help! Very satisfied with the car and the servic Had a great experience with my visit all the staff were very friendly and helpful! And Toby was a big help! Very satisfied with the car and the service! More