Greenway Kia West Service — Local services in Orlando

By far the worst service I have ever had from a dealership. I leased a new car from this dealership a few months ago. My first Kia; a brand new, shiny EV9.

Sales Process: The purchase process was fine...not great but no more deceit or inconvenience than I would typically expect from a consumer dealership negotiation...My salesperson David was actually quite a pleasure to deal with.

License Plate & Registration: The dealership never called me when my license plate and registration were ready. I kept following up and finally got a message back telling me the license plate was ready for pickup from my finance manager. I scheduled a time to come by, showed up at the allotted time, but they still had me wait for well over an hour. Then when I was finally called back into the finance manager's office, he acted like he had never heard of this situation, literally yelled at me that I had done something wrong, and then proceeded to berate his staff for calling me...all because he could not find the license plate on his desk. Then it turned out the day before he had given it to my salesman and just forgot. Dude has serious anger management issues.

Recall Service 1: I got numerous messages for critical safety recalls. Pursuant to the instructions, I called ahead to make an appointment and confirmed that the technician who can handle the recalls would be there. Again I showed up at my allotted time. My assigned service manager told me "it wasn't busy" and would "take less than 2 hours at most" so I decided to wait for the service to be complete. 2 hours went by, and they had not started on it...they told me ok they would get to me next. Another hour goes by, and only then did they tell me the appropriate technician actually was not even there. They told me to take another afternoon off from work and come back the next day! When I complained, they said ok ok actually they could do this work and they would do it "next". Another 2 hours went by and I had to get my wife and kids; needed my car. They got me the car, only half of the recall work actually complete, after 6 hrs of sitting around!

Service Issue 2: I got an error message on my BRAND NEW EV9, with less than 5000 miles on it, that the battery had an issue and I had to bring it in immediately because it would not charge. This time I knew better, and just dropped off the car. It has been in the shop now for 5 days, they STILL won't explain to me exactly what the issue is and how long it might take to repair, and when I call and text for updates the updates don't actually come; never actually get a call back. I finally got a secretary to tell me that they don't know anything about the car or how long it would take, that I should wait for them to call me, and that I should feel grateful that they are paying for me to have a janky-ass small rental car while I pay $900/month for my brand new top-line Ev9 to sit there for who knows what...

Seriously, after this experience I am not sure I will ever buy a Kia again. And if I do, it sure won't be from kia Greenway West.

Please note: I have NEVER written a bad review for anyone on the internet before. I am an affable guy and never have conflict with customer service. This place is...

This is my second time working with Marti and hopefully the last. My first interaction with Marti was when he tried to charge me $300 for them to diagnose why my wiper fluid wasn’t coming out and he even went out to say that “we use the blue wiper fluid and yours is green so you MUSTVE put the wrong wiper fluid which caused it to clog”, so FYI folks make sure you call any service center and verify the color wiper fluid they use so you don’t get clogged lines 😂

Today, I came in with issues regarding my window and lock button on the passenger door not working and my service interval not resetting after getting an oil change. Minor things that barely take any time. Last time my service interval wasn’t resetting Julio had me in and out of the dealership in less than 30 minutes. I come in today with an appointment at 10 and dropped it at 930 am…I was quoted 7 hours for my vehicle to be serviced. You read that right. Marti told me it wouldn’t be ready until 5 pm the earliest. Luckily I was off from work and had time to wait. After 5 hours and no communication from Marti I go and get an update. He then tells me that the buttons were fine they were just “stuck” and the problem was fixed….yes folks, it took 5 hours to “unstuck” my window/lock button and if i didn’t go check for an update who knows how much longer he would’ve had me waiting there as my car was sitting in their lot across the street since 10:40, thanks to my Kia app i can track its location and movement and that was the only trip recorded. Suspicious right? He also made it seem like he was doing me a favor by not charging me for this. Interesting right? How much would one charge to “unstuck buttons”??

At the end of the service, I then asked if the two recalls on my car were checked on and he confidently said there’s no recalls on my car when in fact I have a voicemail from an associate telling me my part that they ordered for me was available for me and a second recall was alerted to me via a letter which i had with me. I offered to play the voicemail and show Marti the letter. He didn’t care. He didn’t bother to check the letter or hear the voicemail. He just said “there’s no recall with this vehicle” and wanted to send me on my way. The lack of Custumer service this person has, is comical. Thankfully Elizabeth, another advisor saw my frustration and took the time to look at the letter, look into my car history, verify that the parts were in fact ordered but the recall is no longer. She even went as far as speaking to a manager and calling one to see what she can do to assist. Beyond anything even remotely close to what Marti offered to do which was absolutely nothing. I had no problem leaving without the recall work being done on my car because she took the time to verify with me why there’s no recalls being done versus just telling me shut up there’s no recall get out of here. PLEASE WORK WITH ELIZABETH SHES AN HONEST AND CARING...

I finally decided to raise my star rating for Greenway KIA West up to a four after a ton had to be done within the passed 2/3 weeks.

[objective] I worked with a sales person named Mario Pinilla. As a sales person he worked really well with me when it came to the purchase of the vehicle, the model that I wanted and the trim that I wanted as well without trying to push too heavily on other options and I definitely appreciated that. So, in the end I ended up picking up the vehicle through Mario and was satisfied with the purchase portion.

After the purchase portion, things got a little rocky. The replies got shorter and he wasn't responding as quickly as he was before. There were additional pieces I wanted installed onto the vehicle as well that could not be done that day so I made it clear that I wanted help with those parts after the purchase. After some working it out with people here and there, Mario finally pulled through and got the parts that I needed with some additional help as well along with setting up the install portion of those parts and as of today most if not all of it is done and again, I do appreciate him for doing that.

[subjective] Though throughout the entire process after the purchase I was told that "I have so many other customers" or "I talk to so many people per day" and even to setup the install he'd told me, "I have a customer waiting but talk to this person and he can work with you." Though he was completely correct and I was able to get things situated it did really hamper the experience to know that he was always in a rush to someone else and probably for the obvious reason of me no longer being a big source of income.

I understand that they're at work and need to do what they do for their money but I do hope as time goes on I feel more as a priority than an afterthought in future transactions/purchases/conversations. I was told by Mario himself that I would be prioritized and helped througout anything relating to the vehicle and the office but that didn't really show well after the purchase was done up until I pushed a little harder to get things going. However, he did actually pull through and I do appreciate him keeping his word for that despite the extra effort I needed to do to get that.

Eventually I'll have to do maintenence at the dealer itself and I hope that process is seamless as well along with having my vehicle taken care of whenever there's work to be done on it. The sales portion went really well and in the end I have the vehicle I want and I'm customizing it to make it my own but as always make sure to hold your salespeople to their word in any way you can as to avoid any slowdowns after the fact.

I'm hoping the rest of my time at Greenway KIA West goes well but I am very glad I'm in a...