Six months ago, I would have give the dealership a much higher rating, particularly the Service…read moreDepartment which has always been excellent. We were always greeted at our appointment with cordial, smiling service personnel: helpful, knowledgeable and instilled confidence in my expectation that I was going to receive excellent service for my 2020 Kia, AND enjoy the experience as well! We purchased our Kia new at this dealership and always returned for excellent service visits. Today, we showed up at our scheduled, and confirmed, standard service appointment. We drove to the reception bay... waited... waited longer. Finally got out of the car and stood, thinking this be helpful in getting someone's attention. Finally, a frenzied service representative told us that someone would be with us shortly. I found this odd as three other staffers were sitting at the service counter, avoiding eye contact with us. We were the only customers present. I looked around and noticed that there had been a complete staff turn-over since our last routine service. Concerning. A representative did assist us, though not in the same positive, friendly manner as in past visits: very to the point, almost robotic, only to be told that they had no record of our appointment, in spite of having a appointment confirmation number and having called to confirm several days earlier. Our representative plodded through computer screen prompts, no acknowledgment of any service history, records, past appointments etc. It was kind of surreal. No problem, we were told, we can conduct the routine service and be finished at approximately 6:00pm... it was about 11:30am. We refused and were told they would expedite for a 5:00pm completion time. During this process, I noticed a young lady hovering over the staff and repeatedly calling staffers into her office. It was a tense and uncomfortable atmosphere in the service area and I kept thinking that this was so unlike my previous visits. As we left to run errands to kill time, waiting for the return of our car, I noticed the same young lady apparently having a tense conversation with some of the mechanics... not a good scene. When we returned, we confirmed with the Sales Agent that sold us our car that this young lady was the the Manager of the Service Department, confirming a new manager and a completely new staff in less than 6 months. Not good indicators. We did explain our concerns to the new Service Manager. Sadly, from my observations during my visit, I believe the new Service Manager has, intentionally or not, completely destroyed this once fine Kia Service Department. WE WILL NOT BE RETURNING AND WILL PURCHASE OUR NEXT KIA ELSEWHERE. So sad... a once excellent Kia Dealership is now a mediocre point of frustration for its former happy customers.
