CMA's Colonial Kia — Local services in Colonial Heights

I have had the absolute worst experiences with Colonial Kia on Walthall Center dating back to March of 2024.My warranty company advised me to take my car to Colonial Kia.Upon taking my car yo Colonial Kia, I encountered a gentleman by the name of Bruce.Bruce informed me that he would call the warranty company and start a claim.Once the problem is found he would contact me.There was no communication for several weeks.I reached out to Bruce for an update and he provided no update but promised to give me a call back and did not.I reached out to Bruce 4 days later for an update and to let him know that I had to return the rental car I had for 2 weeks.I also let him know that I was informed that he should have given me a loaner vehicle.( I was never offered or even made aware that it was an option).Enterprise rental car dropped me off at Colonial Kia at which time I was given a dirty loaner vehicle which had stained seats.In April 2024 I received a call from Bruce stating that upon their findings he needed to reach out to the warranty company and he would be in contact. In June 2024 received a call from someone identifying themselves as Ron the manager stating that Bruce left a message stating that the warranty company required them to take apart the engine and that my permission to start the process was needed.I agreed to allow them to start the process to get things started.1 month (July 2024 ) passed and I received another call from Ron stating he needed my permission to start the process so take the car apart.I explained to him that I had already given permission but that he had permission again.At this time during the conversation I asked once warranty company approves the work, when would my vehicle be available? I was told approximately 2-3 weeks(which would make it sometime in August 2024.Several months passed and I received an text man from Ron on October 15,2024 saying that my vehicle would be ready for pick up tomorrow morning. Also stating via text that he was able to get the warranty company to approve a new engine and not an old one.I thanked him and let him know that I would be there in the morning (Wednesday October 16,2024. I arrived to pick up my vehicle and I was told by Ron again that the car had a brand new engine and that the car sounded a little louder than normal and it was the alternator.When I drove off I called back to Colonial Kia spoke with Ron and explained to him that the car sounded horrible and that it was pulling to one side.Ron stated once the car was completed he drove it himself and was not aware of any issues.I called my warranty company and was informed that he should have never let me leave with the vehicle if it was still having issues.He could have placed a call to them and made them aware of any pending issues and they could have added it to the warranty to be resolved. When I called back to speak with Ron, he appeared to want to be argumentative, and he stated, you can bring the vehicle back and you can pay for us to replace the alternator or you can call your warranty company.On Thursday October 17,2024 I placed several calls to my warranty company inquiring about what I can do concerning the matter at hand.After speaking to the warranty company I was made aware that I was not given a new engine as Ron stated, but a remanufactured one.When I called Rob back he tried to say that he did not tell me that and attempted to be argumentative.I explained to him that I will not go back and forth, however I will be contacting my warranty company. October 18,2024 I woke up and drove to Colonial Kia at which time I was told that they could not give me a time as to when they could get to my car and that there was no loaner vehicle available.And I’m welcome to start a new claim.My question to him, why should I have to start and new claim when this is an existing issue.I let the customer service agent know that I can not still all day and to notify me when they can resolve the issue.I left.I feel as though my safety and satisfaction is not a concern to Ron or...

This is an added plus for my initial review. DONT PURCHASE KIA.

If I could leave less than one star I would. Please check the other reviews for other Consumers.

Unfortunately, this is the second negative review I’ve had to leave in less than a month regarding Colonial Kia and Kia’s service department. In that short time, my check engine light has come on twice, yet I have received no real accountability or permanent resolution from anyone—service management Ryan, the general manager, or The ceo Liza Borches.

My 2020 Kia Telluride has been plagued with repeated issues including excessive oil consumption, recurring check engine warnings, and ongoing engine concerns. Despite contacting multiple levels of leadership, I’ve only received one initial response and then complete silence, even after offering ample time for follow-up.

I have only owned this vehicle for three years, but the repeated breakdowns and lack of responsibility from Kia are unacceptable. What makes matters worse is that many other Telluride owners are experiencing these same problems, which shows this is not an isolated case.

If you’re considering purchasing a Kia—or trusting Kia service with your vehicle—please think twice. The lack of reliability and accountability I’ve experienced has completely eroded my trust in the brand. No customer should have to fight this hard just to get basic support for a vehicle that should be dependable.

I am writing to formally express my extreme dissatisfaction with the service I have received from your Kia service center in Colonial Heights, VA. This has been a prolonged and deeply frustrating experience spanning over a year, involving multiple visits, repeated dismissals of my concerns, and ultimately, a complete failure to properly diagnose and resolve an ongoing issue with my vehicle.

Recurring Issue Ignored and Misdiagnosed Since initially reporting an unusual noise coming from my vehicle, I have returned to your service center multiple times—each time being told that the issue could not be replicated. Despite my persistence and the growing severity of the noise, my concerns were consistently downplayed or outright dismissed by your service technicians.

It is now over a year later, and after enduring the inconvenience of having my vehicle towed to your location two to three times, I have just been informed that a component previously addressed—following several complaints—is once again in need of replacement. I find it both unacceptable and outrageous that I am now being asked to pay out of pocket all over again for an issue that was never properly resolved in the first place.

Thousands Spent Without Real Resolution To add insult to injury, I have already spent over $2,000 on various other repairs over the course of this ordeal. In hindsight, many of these charges now appear to have been either unnecessary or misdirected—costly band-aids that did nothing to address the root cause of the problem. I am left wondering whether proper diagnostic procedures were followed at all.

Lack of Communication and Accountability Perhaps most troubling is the consistent lack of communication and accountability. I have been waiting since Thursday of last week for a callback from both the service department and a manager. As of today—well past a reasonable timeframe—I have heard nothing. This lack of basic customer service only amplifies the frustration I feel, and it speaks volumes about the lack of regard for both customer satisfaction and Kia’s own service guarantees.

Complete Loss of Confidence in Kia After this experience, I can say with full certainty that I will never purchase another Kia vehicle again in my lifetime. This is not simply a mechanical failure; it is a systemic failure in your service process and customer care. As a paying customer, I expected professionalism, transparency, and a commitment to resolving issues—

Before you purchase a KIA visit the many FACEBOOK groups and follow the many issues that others are...

The service department at this location is terrible. I brought my 2022 Kia Soul in for a diagnosis test at 8:45am on Friday the 3rd. By 9:30, Jessica informed me the car was taken out for a test drive and wouldn’t start back up. I was shocked but glad I brought it in for service. Jessica informed me the car would be towed back to the service center to finish the evaluation. During this interaction I was told I should have someone pick me up and I would get a call on Tuesday, she was very short and agitated (I later found out they were short staffed and over booked). She did also ask if I needed anything from the car, I responded no. I did have someone coming later to get me but I never got the chance to say that. 1pm rolls around, my car is STILL on the side of the road. Other clients/ cars have been serviced, even some that came in after my appointment. I asked to speak to a manager or with Jessica as I am shocked. Why is my car being left on the road but the technician was picked up? When I spoke to Jessica, it was then communicated that they were busy & she told me I should have gotten a ride.. I asked about why I wouldn’t get a call until Tuesday and she THEN stated it could be before then. Her attitude was one of frustration, and not at me but at her busy situation at the shop on this day. The lack of communication( and detailed information) during this visit was ludacris. Whether I left the shop or not, it’s NOT okay to leave someone’s car unattended while in your care for hours. Of course something was wrong, or I wouldn’t have brought it in. The vehicle dying on the test drive isn’t my fault or theirs, but WHY was it to be placed at the bottom of the queue? When I expressed concerns, I was shrugged off and the business’ issues became my own. It makes no sense to service other vehicles while my car was in the queue first & left on the side of the road for multiple hours. The diagnosis test was never even performed due to the car having issues on the test drive but that now means I am at the bottom of the list? I have worked in the service industry, I understand being understaffed and over worked but that doesn’t mean you can treat customers anyway you choose and an exuberant amounts of “I apologize” with an attitude I didn’t even cause to be acceptable. The kicker for me was going to retrieve my own car later only to have a Kia technician, Chandler, to pull up behind me while waiting for AAA & being concerned about someone potentially stealing the vehicle. YOUR service center left my car unattended for hours, but now there is concern for the vehicle? I would not recommend this service center. I would not purchase a vehicle from CMA Colonial Kia. They do not care about their customers time, nor safety or value of the vehicles...