Kia of Daphne — Local services in Daphne

ABSOLUTE WORST SERVICE EVER!! 4/18/24: Arrived at KIA and asked if the two issues that I were reporting were covered by warranty and she said right away No. I mentioned that one of the ABS Sensors were replaced about 4 years ago and if it was the same one shouldn’t it be replaced at no charge. She got a tech from Service and he said was that “Since I am not the original owner of the vehicle the warranties on my vehicle did not carry over to me.” I told him I was the original owner so then he said none of my warranties are still active and that “People like me never read the fine print about warranties when purchasing a car. If I would have read the fine print then I would know that warranty coverage changes every day based on what KIA decides and the contract that I signed was irrelevant.” I told him that was absolutely absurd, I was told I would have an update on my vehicle by 5pm that day. Later I received an email with the consent forms attached and noticed that was not my signature in the Customer Signature boxes. At 4:58pm I sent a text asking for an update on vehicle and I received a text with a link to the estimate which totaled almost $1,000 and I responded via email. 4/19/24: Followed up on my email but no response. Called Cheyenne and she stated there would be no charge to fix the oil leak and I needed to approve the work to be done. I told her I was not approving anything that said I was going to have to pay for something that was covered by warranty so she accepted my verbal confirmation. 4/20/24: Cheyenne called letting me know the part had come in and I would have my car on Monday. 4/23/24:Sent text requesting update - No response. 4/24/24: Sent text requesting update and finally spoke to Cheyenne and AGAIN the part just came in and I would have my car back Thursday afternoon. 4/29/24: I received a call from Cheyenne letting me know the part had just come in, AGAIN and I my vehicle would be ready by end of the day on 4/30/24. 5/1/24: Called and sent text messages demanding an update but no response. I called and demanded to speak to a manager and I was transferred to Shaun. I gave Shaun a very quick rundown of my experience and he stated that my vehicle was actually ready on Tuesday, 4/30/24. When my husband and I arrived to pick up my vehicle we met with Shaun and I explained everything in detail about my experience, I told him I was holding off on my review until I received my vehicle. Shaun stated that if I would write a stellar review of him and the Service Department he would “make things right.” Excuse me, you provide the service(s) that makes this situation right and then I write the review. He gave us his Salesman pitch on how he was turning the place around and he did agree that I received horrible customer service and that he was going to replace the ABS Sensor at no charge, a rental car at no charge and my next two oil changes would be free as well as a free oil change for my husband’s Jeep. He then orders the ABS part, which would arrive by Monday and He would call me and schedule a date/time to replace the part. While driving home I noticed the car was still idling strange and I would mention to Shaun when he calls. 5/24/24: I sent an email to Shaun asking him about the part he ordered on 5/1/24 and what the status was on getting my car fixed. He immediately called me and said he was checking to see if the part ever came in and assured me I would receive an email shortly with an update on the part and scheduling my service. 5/28/24: Sent another email to Shaun asking for an update but never received a response. 6/6/24: As of today I have not heard from anyone regarding the ABS replacement and I am afraid to drive my car now because the idling is so bad. This has been the absolute worst service I have ever received from any company and even worse that the Service Manager never followed thru or kept his word about making the...

EDIT- (I was unable to find a way to respond to the owner’s reply so I had to delete the original and edit it) First, thank you for the reply and apology, Second, as a business owner I do know the frustrations and the need to become defensive to protect your team and business, however all of the things you listed other than the tires sensors was work your shop did before I had even contacted your dealership. When I did enquire about the vehicle I was sent a shop report of all those things that had been done. I never even got to see the vehicle until 4:45pm when they finished the tire sensors. That was the first time I had ever been shown the vehicle. By then I had been there for 5 hours, with little communication or urgency to help. When I did get the car, I drove off so irate that I didn’t want to speak to any of your staff for fear of saying the wrong things. So finally the next day we got to go over the vehicle and here is the list of things that did not work 1- Air Conditioner not working only the fan blew air and not cold but since it was night time and winter when I finally got to drive your vehicle home, there was no need for AC, so took it to a certified mechanic, he noted that the fuse to the compressor was missing, he replaced and it and it blew, states we needed new compressor (convenient) 2- Stow and Go seating, did not work, I saw the issues as the seats had come off the track so put it back on and it worked, until we went to put it back upright, and the seat back is broken so it does not return to its original position (convenient) 3- And this is a biggie, Sunroof did not work and noted by your shop the drains and seals needed replaced. So we could deal with out the sunroof but 2 weeks later we had a heavy rainfall and guess what, we had a waterfall inside while we were driving, water coming out of the sun visor, water coming out of the upper light console where the buttons are for the sunroof, literally had an inch of water in the floorboard. 4- To top it off when it rained that first time guess what, the windshield wipers didn’t work, yay for us (convenient) 5- Next is the Air Bag light came on after the rain so yippee. 6- And finally the piece de resistance, the glove box which was broken, and had been ordered, magically appeared in the mailbox 7 weeks after the deal, and conveniently 3 days after my review. So if I was wrong in my review about the work done, I apologize you are correct, the tire light has stayed off. However, it seems these other problems were not addressed and as your listing stated they were not functioning properly. I feel these issues were known and since I was from out of town and committed to paying I was duped. The previous owner , I feel duped your buyer when they traded it in but still your inspection team should have caught these obvious malfunctions and either fixed them or made them known to a new buyer. And to suggest that a vehicle is old and has 77k miles is my problem then this is why I posted my review. It had less than 10k per year, this is way below industry standard so it should have still been a reliable vehicle. I am sure your new cars are great but if you don’t take pride in all your vehicles especially the older used ones maybe you should just sell new cars. And lastly knowing full well I am 3 hours away, I am glad you offered to help but you know that is not probable but you have to make yourself look good for the public. So, I wish you the best and I hope whoever reads this can make their own...

Well, where to begin. Searched many KIA websites and found the vehicle we wanted to a tee. Located at Daphne KIA. Product says it's "in stock". Went to their location on 5/17/24. Talked to Connor. After looking around his lot, he found the vehicle as did we. Connor led us back to his office where we were given a price quote as well a value for our trade in. Complete with 400 miles on it and with someone's old coffee cup in the console holder. We were told that it is being driven by a sales rep at their dealer and is a service loaner. Connor went to his sales manager Hannah who told him that they can not sell the vehicle for six months per KIA rules as it must remain in their loaner fleet for that time. So the sales rep then askes us to consider vehicles of lesser caliber. I called the KIA dealer in both Mobile as well as Pensacola and spoke to both sales managers to inquire if there was such a "KIA rule". Turns out that there is NOT!! I even contacted KIA directly and spoke with Steve their factory direct customer support representative, who informed me that KIA does not even require that dealerships have ANY loaner cars at all. Hannah will not return our phone calls, so I called the dealership and asked to speck to the general manager. The receptionist told us that he was unavailable. I asked what his name is and she said "Craig". I asked her Craig who? The receptionist told me that they don't give out last names! I asked her why because she asked for my name and I gave her my FULL name. Then I told her to just hang on a second because the general managers name IN FULL is listed on their website. She obviously needs better training. So I called back and asked to speak to him. Craig Valenti, the general manager has not attempted to call me back at all since. From the reviews, he is more interested in responding to negative reviews than anything else including customer calls. I have lodged a complaint with KIA Corp about this dealer using what is clearly a "Bait and switch" tactic which is illegal. I have screen shots from their website as well as the purchase offer from them, in addition to KIA Corp confirming all the info that I have posted here. I will consider amending this review should they decide to sell the cars that they are offering and quoting. You would think a car dealer would want to sell cars but I think something else might be going on at this one. I will also be lodging a complaint with the BBB as well as contacting the states attorneys office about this "bait and switch" situation. So far I am highly offended about being outright lied to from the group. If you are considering a KIA product, go to another dealer. KIA has great products, but this dealer is putting a stain on the brand. My number has been recorded by the sales rep as well as the receptionist should they choose to reach out to me . The only reason I put that out there is because if you read the reviews, Craig always responds with "please reach out to directly and lets talk about how we can improve". I've already done so to no avail.

UPDATE 5/23/24. It now has been resolved that this was not a "bait and switch". The General manager Craig was able to pull this deal out the fire with his determination to satisfy this customer. There was some misunderstanding during the initial contacts with the sales rep and the sales manager but, hopefully they both have been informed on how to overcome unknown obstacles in the future. Thank you Craig for your commitment to customer...