City KIA of Greater Orlando — Local services in Oak Ridge

Horrible service and customer service

I bought a 2015 KIA Optima about 3 months ago (not with them I bought somewhere else that I trust) well when I bought in had the Carfax report wich showed all of the previous services it had been performed in the past the car had 132k miles no previous issues or accidents this car I drove it round trip from Orlando to Cape Coral, drove it everyday for work and other things car worked perfectly no issues, so I still decide to take it to a KIA dealership which should be able to look at it in depth and let me know if there is anything wrong with it so I do that when I got there I told them to please check everything at depth and if there was something that needed replacement or fixing or anything to go ahead and do it in would pay for it no problem, I ended up paying 2k on that day Oct 4 24, after the car was there for around 7 hours they tell me there is a recall something about a valve I say go ahead do it and they said we dont have the part we have to order it and we will call you is it safe to drive the car like that, they said sure no problem so I drive the car hurricane milton came around I drive to miami with said car come back on October 17 to orlando and get a message telling me to go back for the the recall on Oct 19 I go on that day drop my car off at 9am my tech Jay says we'll take you home its gonna take a while we will call you, cool I go home I realize its 3:45pm and nobody has called me so I decide to call back since they close soon as my tech answers I ask what happened and he says to me "oh yeah I meant to call you, your car is dead we moved it to the other shop and the car won't turn on" I was like what are you talking about I gave you a working car with no issues this morning and now you're gonna tell me this right before you close what?" He yeah at least you're lucky it happend here and not to you, I'm just like what? So he says yeah we are gonna look into it so I drive right away to the place and when arrived I'm told not worry that there is some kind of extended warranty from a class settlement lawsuit that this would go into and that it should fall into that so ok less do it I say, after that october 19 2024 i had to call every single day myself because my tech didn't call me out of his own will and it was always the same "no answer from the factory" this went on for maybe one and a half week (BTW I never got a loaner or rental from them) I decide to go on a Saturday and not tell them I was going and asked for the manager from service he showed me a page from on their laptop of the factory asking for pictures of the engine and of the oil (which they themselves had changed on oct 4 when I got a supposedly "Premium engine check") the post was dated from that exact day at 8:35am so cool I said I guess we just have to wait I'll ask my tech about during the week, so this week I decided not to call just to see how long it was going to take so Monday goes by nothing tuesday nothing Wednesday nothing Thursday I CALLED AGAIN and my tench says to me "Nothing from the factory" I asked knowing that the factory had said something but no he said nothing. Next day I called again and he says oh yeah we got something we'll get to it another week and some days go by no call I'm the one calling until last friday when he actually called me to say that KIA had denied my claim because there was sludge in my engine ( wich bear in mind on oct 4 I had played them 2000$ for a supposed "Premium engine check wich later on when speaking to a manager was told that they just kind of check superficially on the outside that there was no way they could of noticed the sludge before) so I Had to pick up my car on monday.... and out of good faith they wont charge me storage and diagnostics fee !! Now I picked up my car wich btw they didn't put together completely attached pictures and nobody I taking any responsibility, horrible place btw Preston horrible manager I advise you never go here if you're...

Tl;dr They are crooks, liars and unprofessional and besides their bought reviews for free gas and other bullshit they suck.

Absolute trash for a sale experience as well as service experience. Starting with the sales experience they were charging for certifying my car and I asked for the service history to show that the thousands they were charging was put into the vehicle. They brought over paperwork for a car that not only didn't have the same mileage but also didn't have the same color on the paperwork, they told me it was from them rushing paperwork. After 6 hours of back and forth and we're finally talking to finance he states he was able to get a better rate but that we had to take the warranties as well as he was having my cosigner sign on the left side which I questioned but they stated I would still be primary and of which both were lies as now all my service and everything is under my cosigner as they are the primary.

Fast forward to now and bringing it in for the City Care oil change for the City Care package I had to buy that could not be removed, of which I never got the "welcome package" of. I was assigned Jay as my service center rep, they had recommended my cabin filter be replaced and I declined as I can do it for a lot cheaper and it's an easy maintenance. They also were doing a repair for an issue with the electronics that I had ongoing from day 1 with the car and so I dropped it off the second time as well as to deal with the new noise from where my cabin air filter was which apparently they left a leaf in there and Abel is doing the intake and I notice a nail in the tire which I ask if we can verify one of the warranties I bought covered it and if it did if it can be dealt with, which he said yes. So later during work I got a call from Jay who asked me why I won't swap out the cabin filter and do the A/C treatment. I told him I can swap it as I have experience for a lot less and I never saw the recommendation for the A/C treatment the last time but I would still decline. He then grills me about why I would do that and breathe in fungus and mold like anyone who goes in the car is being gas chambered basically was the level he was grilling me on. Neglecting the fact that apparently the certification process involves them cleaning it out and I have had the car only 5 months so definitely don't need it. I ask about the tire and he draws a blank, apparently as they are inspecting your car for exactly that thing and if tires need to be replaced Abel failed to mark it. I tell him if it is covered by my warranties to do the tire but if not to leave it alone as I'd shop for tires if not. He tells me towards the end of the day it is covered but the wheel is a special order that it'll be done tomorrow. He then calls me in the morning and tells me that the tire no longer is orderable and he would have to switch the brand so he will have the opposite one also swapped to the same brand which I end up agreeing to. No word all day I text and no answer, I text again 20 minutes later and I get sent an invoice for almost 600 dollars. I call the service center and she says she'll have him call and he ends up stating he had to leave and that I need to sign the invoice and I won't be charged they just had someone do the paperwork who didn't know how to do it. I tell him I won't sign something that doesn't reflect the service and outcome and we go back and forth until he finally says he will correct it. He calls me back and says it was fixed and when I'm trying to thank him for correcting it he hangs up on me. His demeanor was rude and antagonistic and I'll never go back again and hope you won't either if you read this long but still missing more bullshit review like how they tried to get me to resign to take more money from me after I already...

I am writing to express my deep frustration and disappointment with the experiences my family and I have had with your service department during our last two visits.

First Incident – May Visit

We brought our vehicle in due to an ongoing issue with the car shutting off when attempting to auto start while idle. Prior to the visit, we replaced the battery as recommended. We were assisted by Ricardo, who assured us that the vehicle would be thoroughly checked. He also helped us with two new tires and a rental car while your team investigated. However, we were later told that technicians could not replicate the issue and advised us to “get a new car” rather than pursue warranty coverage. This was not only dismissive but extremely unprofessional, and the problem has yet to be resolved—it continues to occur.

Second Incident – September 16 Visit

Today’s visit further damaged our confidence in your service department. We were assisted by Jonathan Cordoba when my wife brought the car in for the unresolved auto start issue and a new problem with the AC. I joined via speakerphone while working, and we were both shocked to learn from Jonathan that our prior auto start complaint was never documented in your system. Even the new tires we purchased in May were not recorded.

Jonathan repeatedly stated that he “isn’t responsible for what others do” and offered no solutions, empathy, or accountability for the company he works for when expressing our concerns & request. Despite our request for a courtesy vehicle—critical given we have three children and one was asleep in the car without AC during this time—he simply repeated the same dismissive responses. That was when I told my wife to request a manager as I could tell he was unwilling to help us by ringing someone with more experience than him in and also by his tone/quick answers.

When I later came in myself after taking time off work (about an hour later), he went over the same information the manager stated (which was having the car reviewed, getting a rental and following up). During getting this process started is when Jonathan informed me (only then) that our 48-month warranty had expired in June 2025 and there was nothing that can be done for the AC. This information could and should have been communicated when my wife was there earlier, saving us unnecessary stress and wasted time. It was at that time I requested my car and to scrap everything as I did not want to continue doing business with a company who operates this way. His response—that “we should also have these papers”—demonstrated a complete lack of ownership or care for customer experience. I would note, he was however extremely quick to show me additional charges and services totaling over $1300 when I pulled into the service lane (instead of focusing on the issues at hand).

Overall, the repeated lack of documentation, accountability, and basic customer service from your staff is unacceptable. Instead of solutions, we have received dismissive remarks, wasted time, and added stress. At this point, it is safe to say I would never do business with Kia again, nor would I recommend Kia to anyone I know.

I strongly urge you to review these incidents, hold your staff accountable, and address the systemic issues in your service department so that future customers do not endure the...