Mike Kelly Kia — Local services in Penn Township

I got a brand new 2023 Kia Sorento in March, 2023. The purchasing process was pretty easy and as pleasant as you can expect something as unpleasant as buying a car to be.

In July, 2023, my radio stopped working completely. I could only use Apple car play. I made a service appointment and took the car in in August 2023. I was told that the entire head unit needed to be replaced and that they were on back order with no expected ETA. I mostly took my car back to Kelly for service, but got 1-2 oil changes elsewhere. I checked every time I took the car in for service to see that the status was of the head unit arriving.

In Spring, 2024, maybe April, I took the car in for service and I was advised that the order was no longer in there but that they would put the order in again.

In August-September I called several times and left voicemails which were not returned.

On September 20, I spoke with Jordan and explained the whole circumstance to her. She seemed sympathetic and like she really wanted to help me figure out my problem. She stated that the head units were no longer on back order and that she would talk to someone in service about getting it ordered and that she would call me back.

It’s now September 26, and I haven’t received a call back.

I will happily update my review once this issue gets taken care of, but for now, my review is that the service department at Kia has completely dropped the ball and that I’ve gone over year in a brand new car with no radio. There is no excuse for ignoring voicemails and not calling customers back.

Edited to add… called again on 9/27/24 looking for the service manager that comments on all of the posts on this google thread. They weren’t available. I requested a call back and haven’t received one yet.

Edited to add… I called on 9/30 and finally got to talk to Lisa, the service manager that you see commenting on the google reviews. Lisa is a gem, to be honest. She acknowledged that they dropped the ball, confirmed that the unit is not on back order and ordered it for me. She stated that she would investigate and try to find out what happened on their end that caused me to go so long without having my issue fixed and she assured me I would not be charged and that I would be a priority as soon as the unit comes in. I’ll update again when the job is complete.

My last edit: On 10/15 after not hearing anything about the part, I went in to check the status and they had to put in a help ticket. They said they would call me back when they knew the resolution and didn’t.

On 10/18 they called me and told me that the radio had randomly showed up. We scheduled for the car to be in the shop on Tuesday. I was under the impression that the job would take one day. We dropped the car off Monday 10/21 before the close of business. Around 3:00 on Tuesday I called to get a status update and was told that my car was doing a software update and it takes an entire business day to do it. I told them I needed to get my car before 5 because my husband had to work at 6 or I couldn’t get it that day. They said they’d call me back and let me know and didn’t.

On Wednesday they called my husbands phone, which specifically wasn’t left as the callback number because he works on call and sleeps most daytime hours and left a message that it was done. I tried to call, not knowing it was done and John said he would transfer me to Connor who was handling my repair. It went to Connor’s voicemail. I called back immediately and they let the phone ring and didn’t answer it.

When I went to pick it up on Tuesday I found out that they only did a software update and that the radio didn’t need replaced after all. So basically I waited over a year for them to do a software update. I’m leaving this review at a one star because this whole...

I was recently at Mike Kelly Kia to have my 23 Forte looked at for a check engine light. Mind you, I bought the car new from them in February. So after waiting almost 3 weeks for my appointment, I have my wife drop the car off with specific written instructions for them to mount my snow tires and fill with nitro, of course troubleshoot the engine light and also top off the coolant. 3 hours later I get a call from them stating the engine light cause was from a dirty air filter. Mind you, it is the second time coming on in 2 months and I personally checked the filter when the light came on. So I went to pick it up and the half wit service manager tried telling me the engine light wasn’t on when the car came in, which was a lie. He said the air filter was missing pieces, also, another lie. So I walk to my car only to notice the wheels were covered with a white chalky substance. When my car went in it was spotless. That’s poor service in my opinion. After my experience with the engine light “mystery”, I wasn’t surprised and had low expectations from these clowns anyway. So I get home, pop the hood and, you guessed it, more disappointment. The morons left the battery terminal cover off and laying in the engine bay. When they were removing the air boot, they left a mess of lube overspray all over. A simple wipe with a rag would have done wonders. More signs of their utter incompetence. I also found the coolant to be still low. Fast forward to today, one month later. I’m changing my oil and look at the washer fluid reservoir to find it full of GREEN ANTIFREEZE!! Those derelicts put the coolant in the WRONG RESERVOIR!!!! I mean, the blue lid wasn’t enough to prevent this? From a “certified” technician!?!??? Come on. They will be getting a call from me. Complete morons. I wouldn’t let them wash my windows. Let alone touch my car ever again. My apologies for the long review, I just hope to save everyone the trouble they can certainly EXPECT from these totally incompetent idiots. And trust me, I know this won’t get me anywhere with Mike Kelly, as my expectations based on experience are nonexistent. Take your vehicle ANYWHERE but here! Monkeys could fix your car better than...

Ironically I purchased a Kia here because of a bad business dealing with one of my customers at Mike Kelly Kia. I operate and manage an autobody and service garage, I sublet some work out and sent my customer’s car to Kelly. They kept that vehicle for over 90 days, and failed to resolve the issue which they falsely claimed to have fixed. I ended up sitting with GM of Kelly Kia to discuss how awful the experience was for myself and my customer. During those 90+ days the service advisors at MK refused to return calls or emails. I actually had to send one of their parts delivery guys back to the dealership with a handwritten note begging an advisor to please contact me. The GM as an apology offered to take money off the purchase price of a new telluride. I took him up on that offer.

The belt moldings on all 4 doors fell off the car so we returned for warranty work. The appt, which took weeks to get because we tried to speak to an advisor first, (they never once returned any of the messages we left) was set for Fri 8/15. We dropped the car on the evening of 8/14. My wife informed the advisor that she needed her keys left unlocked in her car as we could only pick it up on Sunday 8/17. He went as far as to have her sign a release of liability for to be able to leave the keys in the car. We drove 45 minutes out of the way on Sunday to find a locked car. Not once did anyone communicate with us to even let us know the car was/wasn’t done. Now it’s Monday 8/18, I called and left a voicemail Sunday, I called and spoke to a receptionist at 8am and again at 11:15 am. Still no return call, no clue if the car is done, my wife had to miss work today, and it’s now 120 pm with zero answers. It’s unclear if we will get a call today to know if I can even pick up the car. Now it appears we may have to rent a car, or have my wife take another day off work. I’ve asked 3 times for them to deliver the car to me so I could avoid another wasted 1 hour round trip… no answers. If my service advisors/manager ever treated any client this way they would be terminated immediately. Shame on all involved. This place could be ran more efficiently by...