Group 1 Automotive — Local services in Houston

I brought my vehicle to Shawnee Mission Kia (part of Group 1 Automotive) for warranty work, and the experience was nothing short of a nightmare. What I was told was a common repair and several done a month, turned into a drawn-out ordeal filled with deplorable communication, constant delays, and a complete lack of accountability. Despite multiple assurances from the service department, the work was not completed on time—or correctly. I had to follow up repeatedly just to get basic updates (very seldom did the dealership proactively provide updates), and each time I was met with vague responses, no idea of timing or told work was completed only to arrive at the dealership to find more issues each time! When I picked up my car for the final time, there were still two outstanding problems Shawnee Mission Kia refuses to make right. One is a safety issue that I’ve noted on sever occasions in voicemails and email to no avail. To make matters worse, the Service Director, Angela Baker, seemed completely indifferent to the situation. Rather than taking ownership or offering any real help, I was met with dismissiveness and excuses. Treating others like you’d like to be treated is clearly something she, and Shawnee Mission Kia, don’t believe in. This organization is proving proof customer service is dead! Brief outline of issues: Initial repair took over a month with poor communication on timing. Went to get vehicle only to find parts of it in the trunk and not reinstalled. When they drove it into the service shop, it started leaking fluids. – Again, I was told it was ready. On the second trip to receive my car I discovered the hood no longer fit correctly and bent the corner and chipped off paint as I opened it. I was assured they didn’t remove the hood, and it was that way when they got it meanwhile fresh paint chips were scattered about. Third time I was told the vehicle was ready, the hood corner was mangled and now discovered there were two very large (+12”) scratches, deep into the front bumper. Fourth attempt to pick it up, the hood still didn’t fit properly and now the center radio console (to include the backup camera) wasn’t/isn’t working. On the last trip to Shawnee Mission Kia, Angela Baker basically stated your car is old and stuff happens. Items of note: Shawnee Mission Kia has pictures of the car when it was first delivered, and they confirmed none of the body damage was present in the photos. The gap on the right side of the hood is still double the gap on the left. They confirmed the radio and backup camera were working when they last took it to the body shop but refuse to repair it. Nearly 90 days later I still haven’t been reimbursed over $1,000 for the rental car that is supposed to be covered during the warranty repair. I expected better from the Shawnee Mission Kia (Group 1 Automotive) dealership that represents a major brand. If you’re considering Shawnee Mission Kia for service—especially warranty work—do yourself a favor and...

I scheduled my 2020 TLX for inspection on two open recalls for the fuel pump and connecting rod with a live representative over the phone where I was advised that the service technicians would need the vehicle for the day and that I would need to have my own transportation to and from the dealership for drop-off and pick-up. No loaner vehicle option was offered. I live an hour and a half from Bob Howard Acura and made the scheduler aware. I made arrangements to be picked up in OKC, no problem. I dropped the vehicle off around 9 AM on Friday 06/14/2025 and asked if there was any opportunity for a loaner vehicle for the day. The representative I was checking in with indicated that those were typically reserved for warranty and recall work where the service would take multiple days to complete. I acknowledged and continued as planned to have someone pick me up for the day. As 5:30 PM approached, I had yet to receive any communication from my assigned service advisor on the status of my vehicle so I called up to the service department to find out when I needed to pick up my vehicle and to find out how the inspection and repairs went. The same service representative who I checked my vehicle in with proceeded to indicate that my car was not yet ready and with these two particular recalls, it is a multiple-day tear down to inspect the parts. Then, once the inspection is performed, the total time frame could be up to four days to complete the service. I inquired why I was not informed of these timing details by the scheduler when I made the appointment for the recall inspection and service or advised by the representative who took the vehicle in when dropped off. It was indicated they were apologetic for the lack of communication, but no remedy was available for providing me with any form of transportation or overnight stay without access to access to a loaner. I was also informed that my car would not be ready until the following Monday on 06/16/2025. I asked if they could get me into a rental with the nearest Enterprise. The response was that I may be able to file for reimbursement with Acura directly in order to recoup the the personal expense of a rental. This conversation was completed around 5:45 PM and Enterprise would close at 6 PM. I was fortunate enough that the closest Enterprise location's staff had the willingness to stay longer than their scheduled shift in order to get me into a vehicle so that I could return home. The cost was around $275 to rent a car until...

On September 9th, I purchased a 2021 Toyota Sienna from Toyota of North Austin, a dealership owned by Group 1 Automotive. At the time of purchase, I signed all required paperwork, made the down payment, and traded in my 2022 Honda Insight, which had an active loan through USAA. Since the transaction, I have encountered a number of serious issues. Multiple mechanical problems with the Sienna became apparent almost immediately after the sale. Despite repeated attempts to resolve these concerns, my experience with Toyota of North Austin — specifically with employees Efren Pulido and Neal Solcombe — has been frustrating and confrontational. Rather than assisting with these issues in good faith, their behavior has grown increasingly hostile, especially when I have questioned the dealership’s handling of the situation and raised concerns about apparent unethical business practices. Most concerning is the fact that, 22 days later, the dealership has still not submitted the loan payoff for my trade-in vehicle. As a result, I am being forced to continue making payments on a vehicle I no longer own — a vehicle that the dealership has already resold to another customer. This raises serious legal and ethical questions about how Toyota of North Austin, and by extension Group 1 Automotive, can transfer or sell a vehicle that has not been paid off or legally cleared of its lien. Additionally, I have not received my registration or license plates for the Sienna. According to the State of Texas, there is no record of the transaction on file, nor any indication that registration or tabs are being processed. Finally, I purchased an EFG MAP extended warranty at the time of sale. However, EFG has confirmed that they have no record of any transaction, and cannot activate my coverage without the necessary documentation from the dealership. At this point, I am demanding immediate action from Toyota of North Austin and Group 1 Automotive to resolve the following: Submit the loan payoff for my 2022 Honda Insight and provide proof that the lien has been satisfied. Process and provide confirmation of my vehicle registration and license plate issuance. Ensure that my EFG extended warranty is fully activated and all required paperwork has been submitted. These unresolved issues have caused significant stress and financial hardship. I expect immediate and transparent resolution, without further delay, obstruction,...