Car Pros Kia Glendale — Attraction in Glendale

Awful experience, will never do business with this dealership again. I wish I'd have read some of the reviews before buying from this dealership. The ones about horrific customer service are absolutely accurate! My story, (and apologies for the length, I never usually write reviews but this experience was so bad I felt that I needed to) I leased a new car there last week. Picked it up at night. Drove it home and parked it in my driveway. The next day, in daylight, I noticed a small chip/dent on the front corner of the car. Looks like a "door ding", likely caused by being parked next to other cars on their lot.. someone possibly opened a door on another vehicle and hit the front corner of "my" car. I immediately called and notified the salesperson who sold me the car. He asked me to send him pictures, which I did immediately. He said he would talk to his Manager and get back to me asap regarding next steps for them to repair it. I didn't hear back from him. I called him again and he said he would talk to their service/repair guy and get back to me. He calls me a day later and said the service/repair guy is available on Tuesday and Thursday, what day would I like to bring the car in. I said Tuesday. He said "ok, let me see if the repair guy is available then and get back to you". Didn't he just tell me he was available on Tuesday and Thursday?? Anyway, another day passes.. no call back. I text him for status. He calls me back and says based on the pictures, their repair guy is not sure he can fix it, it might have to be sent to the body shop because the "entire door might need to be replaced". He also tells me the repair guy is out until Thursday so I won't get an update until at least then. Back to the "door". I remind him that there is nothing wrong with the door, the dent is near the front of the car, not on the door. I remind him to look at the pictures again. He tells me that he and his Manager will both be off for the next two days, but that he spoke with his Manager who said he will call me tomorrow to discuss. No call from the Manager for the next two days. Today (now almost a full week since I first reported the issue) I call and text my salesperson, no response. I call into the dealership to try and reach the Sales Manager, they put me on hold 4 times, for over 5 minutes each time, and then it disconnects me each time. Anyway, to cap all this off.. the Sales Manager finally picks up the phone. No apology for not calling me the previous two days, or for all of my difficulties in reaching him, etc. Instead, he tells me "you should have stayed on hold, it's your fault because you kept hanging up".He also tells me he told my salesperson two days ago to tell me that he wasn't going to call me until he was back in the office on Thursday.. now they're blaming each other. He then talks to me like he doesn't know who I am ("what can i help you with"). I remind him, he then says yes, I know, there's nothing we can do for you regarding a repair. He tells me that on the night I picked up the car, the person who washed the car right before they gave it to me, does a thorough checklist, apparently as their washing the car, at night, and that person didn't note any type of ding/dent, so as far as they're concerned the dent is my fault, they have no obligation to fix it. I said, are you serious, you're literally not going to help me get this fixed/resolved in any way?I'm a first time customer, this is my first experience with you and you're not going to do anything for me? He responded, yes, that's what i'm telling you. I said that's awful, I will never buy another vehicle from your dealership again, and I will let my friends/family know of this awful experience as well. His response to me.. "ok brother" (a phrase he used several times). I guess that sums up this awful dealerships whole philosophy toward...

My journey with Glendale Kia was a rollercoaster of a couple of a highs and too many lows. I am happy with my car, but frustrated with the process. Here's a breakdown of my experience:

What Went Well: (kind of)

Email communication: From the onset, I was impressed by the prompt and reassuring email communication. It was clear to me that Glendale Kia was committed to ensuring a satisfying experience. (unfortunately their reassurance was not followed)

Personal touch during our meeting: I had the pleasure of working with Inzira. Our discussions and the test drive were particularly enjoyable. Your ability to add a personal touch and your easygoing nature made it easy to communicate with you. It's evident you're skilled in your role, and I'm glad to have worked with you.

Vehicle selection: The car itself met all my expectations, and I appreciate that your dealership prioritized my interest in it, especially after my previous experiences of losing out on vehicles.

Areas for improvement:

Multiple points of contact: At one stage, I found myself corresponding with five different team members, receiving varied responses. This made the process somewhat confusing and less streamlined than it could have been. Please get on the same page.

Scheduling and communication: Despite having an appointment, I experienced a significant delay upon arrival due to a lack of communication about my presence, which was disappointing. I was scheduled for 1:30pm, was told to sit at a table as someone was getting the staff to work with me. After 50 minutes of waiting, I was emailed by their staff asking when I would be coming into the dealership. Time is important to people!

Vehicle condition: The Carfax report indicated that the vehicle had been detailed and inspected on 2/15/24. However, upon my visit on 2/29/24, the car was not on-site, was extremely dirty, and contained the previous owner's trash and belongings, contradicting the report's claims. My conclusion is this carfax was falsified. (RED FLAG)

Post-purchase cleanliness: After purchasing the vehicle and transferring my belongings, I discovered the car was still in a poor state of cleanliness. The following day there was a noticeable odor and leftover trash and food from the previous owner. The back pockets in the seats were full of used napkins, baby wipes, and toddler shoes and clothes. The middle console had a custom cutout covering the bottom. After pulling that out, there was more trash and old food. This necessitated an additional $200 detailing service to rectify. When making a big purchase, please do what you advertise. At the very least, tell the client that you need more time to prepare the car.

-After bringing it to my mechanic, I was told some fluids had not been replaced, particularly the coolant fluid.

-Processing of Trade-in Paperwork: After trading in my previous car, the paperwork took over a month to process. This delay resulted in harassment from my previous loan holder for missed payments, potentially affecting my credit score.

-Lack of Response to Emails: My emails regarding my finance company were ignored, leaving me in the dark until a month later when I finally received a letter about my car buying assistance.

Conclusion:

While my experience with my Glendale Kia staff member Inzira was pleasurable and I am happy with my car, there are several areas require significant improvement. I have to be honest that if I had to go through this process again, I would avoid this dealership. The unfortunate truth (like most dealerships) is they only care about the bottom line. It seems obvious, the better the experience, the better the reviews and more business your company...

I made an appointment for this location two days ago to have a check engine light serviced. I pulled up to the service center and stood by my car for a few minutes, multiple people were being checked in, not once did anyone acknowledge me. So I walked inside and stood inside for a few minutes where I was also ignore. Finally a representative asked me what I needed. They checked my appointment and said I was scheduled with Adrian Avedissian. Once I met Adrian he let me know the internet in the building was down so they were having some issues. Which I understood. So he wrote a quote of more than $400 on the back of a blank paper and asked for my name and phone number. He let me know they would have to keep it overnight for the check engine light. When he went to inspect the car he said "you have a lot of lights on, you should trade it in" I let him know I just bought it from the previous owner and his response was "was it cheap?" I assume implying the car is bad. Which should have been my first sign to just leave. But left my car because I was afraid to drive it if something was really wrong with it. The next day I called the service center around 4:20pm to see if there was an update on my car. No answer. So I called back 5 mins later and was told Adrian was busy and would call me back. He did not. I called this morning around 9:30am and was told Adrian was not at his desk and that they will leave a message so he could call me back. He didn't. So I called again about an hour and a half later to let them know I'm canceling the service and taking my car elsewhere. When I arrived I was yet again not acknowledged by anyone in the building. Adrian was with another customer who also sounded unhappy with the service. They both left the building. I went to speak to someone else for help when Arian returned. I explained I was frustrated with the non communication and when I asked what's going on the with car he said "It needs a new engine. I'll get the paperwork if you want to just take the car" I was shocked and told him I just want my car back. So he left the building and came back with some paperwork. He didn't say anything else to me. His demeanor changed when I had my boyfriend standing with me. He just started to type on the computer and he told someone to bring my car around. He handed over whatever paperwork, he had me sign and when I was trying to see what I was signing he kept saying "it's the same paperwork, it's the same" and I said "well I want to see what I'm signing. Which was odd. Then the person who went to get my car basically said they didn't know where my key was. So went to stand outside to get some air because I was extremely angry at this point. I watched them go back and forth between my car and where I assume my key should have been. They finally found my key and Adrian drove the car over, got out left the car running and blew past me to go back inside. No apology or explanation of anything. So disrespectful and rude. When I got home I took a look at the paperwork I was given, nothing on it even mentions the engine. There's items on here that were never discussed and never agreed to, but stated parts were ordered. For example "sunroof headliner plates" I don't know much about cars, but what does that have to do with the check engine light I came in for? Or a "stoplamp switch" nothing is wrong with the brake lights. I will obviously never be back here and I'll make sure no one I know ever steps foot in this location. I also understand this review will mean nothing to them because they didn't get any money from me. But I hope this will help someone else not get scammed or be treated so...