A year ago, I purchased my fully loaded 2025 Kia Sorento from Kia of Rockwall. At the time, the…read morebuying experience was great, and the customer service was one of the main reasons I chose this dealership.
Unfortunately, the level of service has drastically declined.
I've brought the same vehicle back to this dealership on two separate occasions to have it appraised for a potential sale or trade-in. Both times, I was given what appeared to be a random offer of $31,000 on a vehicle I purchased for $54,000 just a year ago. My Sorento is in excellent condition, yet I was never provided with a proper vehicle valuation, inspection report, or any paperwork explaining how they arrived at that number. As a customer, I expected transparency, but instead I was simply handed a number with no explanation.
To make matters worse, I spoke directly with a sales manager hoping to get some clarity or a resolution. He showed little concern, offered no meaningful explanation, and made no effort to address my concerns. It was clear that once the sale was made, customer satisfaction was no longer a priority.
I understand that vehicles depreciate, but customers deserve honesty, professionalism, and transparency throughout the process. If you're going to make an offer on someone's vehicle, you should be able to explain how you arrived at that figure and provide documentation to support it.
Based on my recent experiences, I would not recommend Kia of Rockwall. The customer service I experienced when purchasing my vehicle is not the same customer service they provide today. I also won't be purchasing another Kia after this experience.
I hope this review encourages the dealership to improve its customer service, communication, and transparency so future customers are treated with the respect they deserve.
