I am writing to express my dissatisfaction with the service I received at Kia Elk Grove…read more
On 09/14, I experienced mechanical issues with my vehicle that required it to be towed to Kia Elk Grove. Shortly after the vehicle arrived, I received a call from Austin confirming that the vehicle had been received and that the technicians would inspect it the following day. The next day, Austin informed me of the issue and advised that the repair would be covered under the vehicle's warranty. However, the required part was backordered, and he could not provide an estimated timeline for when the part would arrive or when my vehicle would be ready.
At that point, I asked whether Kia Elk Grove offered loaner vehicles, rental vehicles, or any type of rental vehicle reimbursement, given that my vehicle was undergoing a warranty repair. The response I received was simply, "No, we do not do that here." There was no effort to discuss alternatives, provide additional assistance, or even explore whether there were any options available to help us while we were without a vehicle. We were simply expected to accept the situation.
As the days went by, I repeatedly had to contact Austin myself for updates regarding the part and the status of my vehicle. Most of the time, there was no new information to provide. After approximately a week, I contacted another Kia dealership in Folsom and was surprised to learn that they offered options for loaner or rental vehicles, particularly when a vehicle was undergoing a warranty repair.
I contacted Austin again to ask why there were no options available after Kia Elk Grove had my vehicle for nearly two weeks. Again, the response was simply, "We don't offer loaners here." I then asked why another Kia dealership could provide rental reimbursement while Kia Elk Grove could not. His response was, "Our owners don't do that."
While I understand that different dealerships may have different policies, the way the situation was handled left a lot to be desired. At no point did I feel that anyone was making an effort to provide exceptional customer service or help find a reasonable solution. The communication throughout the process was largely reactive, requiring me to repeatedly reach out for updates.
Fortunately, later that day I was informed that the backordered part had arrived and that the repair should be completed the following week. The following week, I was notified that my vehicle was ready. I arrived, completed the paperwork, and received my vehicle. Unfortunately, after having my vehicle for more than two weeks, I was surprised to receive it back extremely dirty. Given the amount of time the dealership had the vehicle, I would have expected at least a basic wash or some consideration for the inconvenience.
I am not writing this review because I expect anything in return. I am not asking for a discount, compensation, or even an apology. I simply want to share my experience so others can make an informed decision about where they choose to have their vehicle serviced.
Kia Elk Grove is only about five minutes from my home, which would make it the most convenient dealership for me. However, based on this experience, I will be taking my vehicle to other Kia dealerships outside of Elk Grove in the future.
The warranty repair itself was ultimately completed, but the communication, customer service, and overall effort to assist a customer who was without a vehicle for more than two weeks fell well short of my expectations.
