Unfortunately, I did not have as pleasant experience as some of the other reviews would lead you to believe a person would. I made an online appointment for service at this location because my previous location, Kia of Ellicott City closed. Mind you this location is not close to where I live. My appointment was for 1p. I arrived early as I tend to do, waited until someone realized I was standing there and began to assist me. When I arrived there was a younger gentlemen assisting another customer who he got a little snippy with when the customer asked couldn't he just buy his own windshield wipers, the response, "it's up to you buddy, I don't care either way". Anyway, there was an older gentlemen that helped me. Checked me in and went over what service I was there to get. I then asked if someone could check some additional things, shaking and rattling in the car and to ensurer the breaks were good (a break inspection was included in my service anyway). The gentlemen told me that I should be out around 215-230p, let me know about their snacks, coffee and wi-fi and I went out to the waiting room (this was about 1240, the technicians were on lunch until 1p). I sat in the waiting room for about 15 minutes then received a phone call so I went outside to take it. I was on the phone for quit a while realizing that my car had not moved. There seemed to be a ton of appointments at 1p and they were taking in cars but not mine. During that time I was on the phone, the guy who helped me came outside and let me know there were factory recalls on the car which I was aware of and I told him that I knew but would schedule for those for another date since I know they will take some time. He said ok and went back in. I got off the phone around 1:45p and my car was still sitting in the parking lot. So I went to the service counter and asked the younger gentlemen who was already snippy to another person, when my car would be taken in. I was met with "well I don't know who you are or who has your car so I would have to check" not very customer service friendly. So I said ok and left out back to the waiting area. I sat there for another couple minutes and nothing, no follow up, nothing. I went back in to the service counter and spoke with the guy who initially checked me in and asked how much longer will it be before my car goes in seeing as though my appointment was at 1p and it was almost 2p. He precedes to tell me he didn't know and that they had to find a "certified" technician to look at all the additional things I asked them to look at that the other place I paid a lot of money too may have done wrong (I did tell him I had work on the car previously and not sure if it was done right). Wait, what? I figured since I was at the Kia dealer, the technicians were all certified. He was not nice about it when he said it. So I asked for my keys back and I let him know that at the very least, if my car was going to take a longer time, that could have been told to me while I was in the waiting area, when he came outside to ask about the factory recall or perhaps when I asked about the additional things, simple as ABC of customer service. He was unbothered, did not care that they just lost a customer and I pointed that out. I let him know that I see that they do a lot of business, probably because the one in Ellicott City closed and they seemingly do not care if one customer slips through the cracks. Again, he was unbothered. I asked who was the service manager, and I was told "Butch". I asked for contact information for "Butch" and was told "its the same number you called to make the appointment". Wow. Seeing as though we had already discussed that I made my appointment online, that was an uncalled for remark. I reminded him that I did not call I made the appointment online and he said just call the service number. Ok. Good luck getting in touch with "Butch". I called multiple times after I left and kept getting the "we are currently assisting other customers, please leave a message...." I left no message, no one seemed concerned about how I was treated because they couldn't even come to the waiting room to provide an update. So if that is the conduct of the employees, then it must be condoned by the boss. So thanks Butch! I have been to many Kia dealerships from North Carolina to now Maryland and this is by far the worst experience I have ever had with Kia. I plan to also send an email to the corporate office over this location because I think this is beyond substandard. I didn't ask for anything above typical customer service, after all without customers, you would not have a job. All of this could have been prevented had the guys who work the desk had a little more tact and a lot more customer service. How hard is it to say Ma'am we know your appointment is at 1p but we are behind or we know your appointment is at 1p but it is going to be a longer wait while we find the right technician to check the issues discussed...something. read more
