Castle Kia McHenry — Local services in McHenry

After 180 days (no joke) I finally got my car back. Said farewell to Sam. Never got any acknowledgement, hi, thank you, sorry it took so long, etc from any other Castle management or any other employee. They had it six months and didn't even have the decency to vacuum it out or wipe the dust off the dash. Deplorable. Unexcusable and will make sure my experience is heard loud and far. By the way, in their reply, I did call the number and was told they couldnt transfer me to anyone in Kia that could help me...

Update: Its been I think 16 weeks now and just got a call from Castle that Koa doesn't recognize me as 1st owner since I leased it from Kia and bought it out so now they have to submit to third party warranty, Fidelity, to have an adjuster come out to do it. THIS WAS TOLD TO ME OVER A MONTH AGO AND WHAT I WAS WAITING ON....WHAT IN THE ACTUAL F IS GOING ON OVER THERE?! MY NEXT CALL IS A LAWYER!

Update: Its been 13 weeks and my car still hasnt been repaired. Communication and any sense or urgency is deplorable. The only thing saving my sanity is that they have given me now two loaners. Last I heard was they were "waiting on warranty company".

On my 4th Kia, 2020 Kia Sorento with 70k miles on it. In March, to avoid rising interest rates, I bought out my least on my Sorento. Labor Day weekend, engine shut off on me going 50mph. Never restarted. Had it towed to Castle and as of October 20th, they still have not proceeding with any type of formal diagnosis or conclusion. Two weeks ago I was told my service manager was recently in "customer service training" because of his lack of attention and follow up in regards to my experience and was told by his manager that he'd quickly get things up to par and get things going on it. Two weeks ago was the last I heard from him. The ONLY two reasons I give a 1 star is a.) I can't leave 0. and b.) They did give me a loaner car, a brand new car off the lot with less than 10 miles on it. I've since then put almost 3k miles on this loaner car, so I am not complaining.

OH...and the kicker. Kia won't honor manufacturer warranty on my car...I will have to deal with my extended warranty. Why, you might ask? I've been the only owner of this car, only driver since day 1. Well, because Kia was the title owner the 3 years I leased it...and warranties don't carry over to "new owner" and since I bought out the lease, the paperwork shows me as 2nd owner with a preowned car. What a joke! And that denial is all the way up the Kia chain. You want to experience worse customer service than the actual Kia dealership, Castle? Contact Kia directly, they are worse!

Over a decade with Kias, and actually have another 2020 Sorento in my driveway. I can't wait to get rid of both of them and go...

I took my Kia Optima into the KIA service department on a Friday morning due to a check engine light. On Monday afternoon, I called to check the status on my repair and was told they were just finishing up the paperwork, and I could pick it up that evening. When I arrived at 7:00pm, the ladies at the desk couldn't find my paperwork after an extensive search through all their files. I was told the service department was already closed for the day, and I needed to return the next day at 7:00am, when the paperwork and my car should be available for pickup. I called the service department at 6:45 on Tuesday to ensure the paperwork would indeed be at the cashier's desk by 7:00, as my wife and I had an 8:30 appointment 45 minutes away. The man who answered told me that he couldn't provide any information on the job, and I should call back at 8:00 when my service writer arrives. I told him it's ridiculous that nobody can provide information except my service writer, and I couldn't wait until 8:00 due to my 8:30 meeting commitment 45 minutes away. This convinced him to check into my job order. He returned after a while to inform me he had found the paperwork, which nobody had sent to the cashier in my service writer's absence on Monday. He told me he'd have the paperwork to the cashier in 10 to 15 minutes. I arrived at the dealership 15 minutes later, and the dealer's paperwork was there as promised, but the customer copy was missing. After some discussion, the cashier finally decided to make a copy of her paperwork for my records. She then paged for a porter to bring my car up. After a long wait, the cashier made a second attempt to call for a porter from her phone. After impatiently waiting quite a while, a man drove up with my copy of the paperwork, but my car still had not arrived. Another woman behind the desk then walked to the back of the service area to inquire about the porter who was supposed to bring my car. After waiting another period of time, my car was finally pulled up and a third copy of my paperwork was handed to me. Needless to say, the time I wasted at the cashier's desk for the missing paperwork and the final arrival of my car made my wife and myself fifteen minutes late to our meeting. So evidently if a service writer fails to come into work one day, nobody fills in for him and the whole job completion system...

Their prices are competitive. However, they definitely played games when I recently purchased an EV6. On phone and text, the salesperson indicated that the car (which had 4,400 miles and was used by the dealership as a loaner) had the 10 year / 120,000 mile factory powertrain warranty. They also indicated that the ICCU had been replaced and the required software update. When I got there it was discovered that the ICCU had not been replaced - only the software update. They also indicated that it did not have the 10 year powertrain warranty because it was considered a used car and the 10 year warranty didn't transfer. They indicated the only way to get the 10 year warranty was to pay $1,500 to go through the inspection process and get it "certified" as a certified used car. The finance guy then tried to sell me a more expensive third party extended warranty that covered 7 years. I told him I'd be better off with the 10 year warranty. He said the car already came with that because it was a new car since it was never titled to anyone. Long story short, they kept changing their story about whether it was considered new, used, or certified in order to sell me more products. Ultimately, they extorted me by saying they wouldn't give the 10 year factory powertrain warranty unless I bought the third party extended warranty (this is all on the finance guy's video/audio recording). I ended up buying the car and the extended warranty but the final sales contract said the car was "new" and they also gave me the certified pre-owned inspection dated 6 months prior - so they didn't do any new inspection to get it certified (it had been certified 6 months prior). Bottom line is that they clearly played games and were dishonest to force me into buying the extended warranty. I'd consider going back because their prices are competitive but beware of...