Nalley Kia — Local services in Stonecrest

If I could give 0 stars, I would. I have a bitter taste from my experience with this dealership. They have major turnover in shop floor management and their technicians don't know their butt from a hole in the ground.

I want to share my experience with Nalley Kia. I bought a Kia Sorento from a private seller that ended up being a lemon car. Car overheated then basically found out that I had a blown heads. I saved up money to take to Nalley Kia after getting quotes from other mechanics of the root issue. I took it to Nalley Kia which they did a full diagnostic to determine it was a blown heads on the car and a few other things. I approved for a complete motor replacement instead of replacement of the heads. The shop floor manager gave me a quote of almost $7,000 to replace the engine stating I needed a short-block engine. Couple days later, he calls me with bad news. The manager's pricing team misquoted me and now said I need a long-block engine which is an additional $3,000. I hesitated at first because that is a big mistake from pricing. That money doesn't come easy to me and my family but I knew I would have to succumb to getting it fixed instead of paying for a new car. I approved it and during the engine swap, they told me of other issues. Not sure why it wasn't addressed during the initial diagnostic (by the way, it is $175 for each issue to diagnose). I get my car back and take it to get new tires at another place because Nalley Kia wanted almost $1,000 just to replace the tires, not including wheel alignment. Mavis tires all in price of new tires and alignment was under $900. Fast forward 2 months, my car begins to act funny during driving and I can hear my radiator reservoir bubbling. Engine light comes on and instantly become angry and worried. I call Kia to state that I believe they didn't fix the issue because my engine light comes on and reservoir is bubbling. They told me to bring it in and they will look at it. I get a call and quote from them couple days later and to my shock, they listed a lot of problems with my car; thermostat (Kia quoted $600 replacement), knock sensor (Kia quoted $700 replacement), spark plug replacement (Kia quoted $800 replacement),new tires and wheel alignment ($1,000 quoted). Then they had the audacity to want to charge me $350 for 2 diagnostics which was for two issues; engine light then for the radiator reservoir diagnostic. I was livid because I spent $10,000 for an engine replacement and I was under the assumption they would have found these issues during the engine replacement but they told me with long-block engine replacement they only replace the engine and take old components to put back on the car. I immediately escalated this issue and said I am not paying for any diagnostic charges and I do not want them to replace anything. They said I need new tires because my tread was below the limit which was not true. I only drove the car 1,000 miles in a few months. I bought new spark plugs and thermostat from RockAuto which totaled to $60. Nalley Kia rips their customers off and I have proof. When I was in the process of removing my thermostat, I found the unthinkable; The thermostat in my car was non-existent. It was missing the entire bulb of the thermostat so the temperature of the engine would not alert my car to release flow of the coolant because it would give full flow to the engine masking the problem. Spark plugs in my car where nearly brand new, I even checked the coil packs which show no oil or residue on them. DO NOT GO TO NALLEY KIA! They sucker you in to fix these issues and charge you astronomically for the work. I think they need to be investigated from BBB because I have seen first hand how they handle their customers from the top...

Me and my son has had the worst experience ever at this particular Nalley Kia dealership at Stonecrest, located near the mall.

My son brought his car in due to concerns of his cylinder being cracked and low air pressure from a Pep Boys certified technician but was told that in order to get that fixed which would be covered up under his extended warranty plan, that he would need to magically get his fuel injector replaced. We truly do not believe there was nothing wrong with his fuel injector and that the dealership was trying to make a sale and or take advantage of my son since he’s a first time car buyer. We received 3 different diagnostic results which we believe only 1 was correct which is pertaining to his cracked cylinder. Unfortunately, we paid $800 to have the fuel injector replaced only to find out from the service manager whom advised us before making this purchase that the part was in stock, meaning in the shop ((found out someone put a fuel injector into a wrong box inside of the shop)) which it wasn’t and that the part would need to be ordered which would take 3 days to come in. We received no apology, no compensation for this error on the service manager/service department not even a free oil change which is ridiculous!

Mind you me and my son have been paying out of pocket for a rental car in which tomorrow would make 7 days that his car has been in the shop, the dealership is not willing to reimburse for the rental car fees nor do they give out loaner cars!

We are highly disappointed and feel that the service manager, Shaun is unprofessional and hard to deal with, Diamond one of the service representatives was hard to deal with, and also another older service representative whom ignored and refused to assist my son when he stepped up to her desk. We had to make several phone calls in order to reach Diamond, was told she was the ONLY person that could assist us and when we finally did reach her she promised to reach out to the extended warranty company for more detail information and return our call within a 20 minute timeframe which she never called us back….SMH….The service department has went down hill ever since the best representative that they had employed there, Cassandra parted ways from the company.

This dealership is independently owned and operated which I found out when I called the customer service department to file a complaint, ask how I could reach Kia headquarters and ask about rental car assistance. And according to the customer service department they stated that this dealership can make their own rules when it comes to assisting customers which explains the rudeness, lies, multiple phone calls made, lack of rental car reimbursement and unprofessional issues.

My advice to potential future Kia customers/buyers please shop elsewhere when it comes to looking to buy a Kia car/truck/SUV at a dealership, avoid the Stonecrest dealership by any means necessary!

Me and my son are still having issues out of this dealership even tho they have hired a new service manager by the name of Kristen. This time it was so bad that I had to reach out to Clark Howard from channel 2 for assistance. Luckily that was the right choice to make I because one of his assistants advised me to reach out to a couple of Kia chief executives via email which I did and they were able to basically to handle our issues asap!

Great place to buy a car but worse service...

With this being my first kia vehicle and first service on my kia vehicle, I had a very unpleasant experience and I won’t be returning, matter fact I won’t be returning nor will I refer anyone. So let’s start with my service advisor by the name of Tiffany. Highly don’t recommend her either. I don’t know if she doesn’t know how to do the job, still in training or she’s just a worker that’s all over the damn place. I made a service appointment with her for Thursday February 27th @ 9:30. When I first arrived I was greeted by someone totally different because I was told that Tiffany was speaking with a manager, okay that’s cool. So the porter who helped me went over a visualization of my vehicle with me and told me to go have a seat and that Tiffany would be with me once she wrote up another RO and cashed out her other customer so I said okay and proceeded to wait in the sales department tables. Mind you i’m sitting there 9:45 comes no Tiffany, 10:00 comes no Tiffany, Tiffany didn’t call my name until 10:25 to be exact. She asked me where my vehicle was I told her you tell me y’all took the keys from me, strike one. Then she complains about how busy it is, while she’s acting like she’s so out of breath from walking around and apologizes so i’m like it’s cool, she asked me about what services I needed I told her I just got the car in December so I really only needed a oil change and alignment. We go back inside so first I did agree to the alignment and tire rotation so I asked her for a time frame, she tells me 12:30-1:00. I instantly got pissed off because one you didn’t even know much about my vehicle or what you’re doing, then I was waiting in the waiting area for 50 minutes when I had an appointment scheduled, if that was the case I could’ve been a walk in. All of this just for you to turn around and say another 2 hours so I told her no I don’t want the alignment nor tire rotation. If I wanted service like this I would’ve went by Southlake mall. I drove all the way from Marietta willingly ready to spend money on my vehicle and pick a further location for better service and yall service was awful, but when you get somebody who doesn’t know what their doing and just gives excuses instead of trying to make things happen I won’t spend another penny with yall. I had to go up to the desk to ask her for an update on my vehicle TWO times. When Nalley Kia finally finished with ONLY my oil change it was 1oclock. MIND YOU it took the technician 3 hours and 30 minutes to do an oil change that’s RIDICULOUS. If Tiffany knew what customer service was she could’ve got everything done in a decent amount of time and I probably wouldn’t have realized the 2 hours wait time but instead she’s giving excuses about how you all are backed up and etc. which I totally understand but when you already had me here waiting then you come with excuses who wants to hear that when they been sitting there waiting for hours on something they made an appointment for. Hopefully you all can make it better for the...