Kia My Service

Jeffery Cagle went above and beyond with the service I received at Kia

I have owned Kia vehicles since 2013. This is the second experience I have had with having anything wrong with my vehicle. I am extremely unsatisfied with being told by multiple people different information. For example, the diagnosis I was told 3 separate people completely different times frames. I understand they have many people to diagnose that is not my issue. The problem is consistency. I need to plan my life around not having a car so I expect consistency with what I’m being told. I was also told I would be able to have a rental when and if it was diagnosed and it was covered under warranty. When my car was diagnosed. When my car was diagnosed on a Thursday I was told I could get a rental for 2 days and the car would not be finished until Monday. My car was not finished Monday. Manager had to be called and was finally given a loaner vehicle. I am very upset about the situation. Michael from when understand was sick and I received no update unless I called Kia myself. I have never had a problem with Michael he has always give. Great customer service with me specifically. I do however have a huge problem with your system.

I believe you need assistance with your customer service. I had an appointment at 3 o’clock. I walked in to your service department and was not greeted. I was looked at and no one said a word to me. I had to ask for help then I was told well your service provider is not available. I sat and waited. They finally tried to call her on a walkie-talkie and she was doing something with snacks then at some point finally one of the service providers tried to start helping me and kept calling the server that was supposed to help me because obviously he did not want to once they finally did help told me my car would be ready in two hours dropped off the car at 3 PM. No one called me. No one text me by 7 PM I called and was told not sure where your car is at but if you get down here, I’m sure we’ll have it ready for you? I don’t know about you, but that’s not very good customer service.

All very well.

Everything good except I have to return to get my master lock after the tire rotation

I was very disappointed in my service. I received a video from the tech department. Music was blasting so loud and he was talking so fast. I have no idea what he was saying except that he couldn’t put the filter in because I hadn’t left the key. No one contacted me to say they needed a key in order to do it, but I called and said then do it however no one let me know it was over $100 more no contact showed up to get my car and was told I owed instead of 317 442 very unprofessional technician should never call a customer with blasting music and talk to a lot that you can’t even understand what they’re saying. Will not continue to do service with Covina Kia

The service was good. The one recommendation I would make is when I called for an appointment. They said a 10:00 AM at 11:15 AM. They brought their car in to start the service. In my opinion that is too long to wait before the car is taken. It would be better to somehow figure out how to make appointments that don’t let people just sit for an hour before anything even begins to happen.

Always a great experience.

It would be nice to see the video or photos of the stuff in the car before and after any changes

Well done!!

No comments, everything ok

George was able to service my vehicle as directed by Mike, the service manager

I requested shuttle service. When I was ready to pick up my car the shuttle was not available. I was told it was going to be an hour which I was ok with it. However it was hard to get a hold of Michelle to get update on pick up time. Car was ready at 12:30. I was not picked up until 2:30. I was ok waiting however not getting updates from Michelle was frustrating. Calling the actual store the service line was always busy. The operator didn’t answer. Finally I had to talk to parts to get to Michelle. Overall Michelle is nice however she needs to get better at getting back to her customers. I heard another customer having the same problem. Very unhappy and frustrating

Excellent

Great service, Thank you

Excellent job!

Eric is the best. He's very attentive and goes above and beyond. I always get the best service with him. He is a great employee!

Job well done

He communicated great with me and completed my complaints. Thank you George ????

I was very pleased and satisfied by the customer service I received and the professionalism displayed by Matt Park. I came in to get my less than 1 year old car serviced due to several recalls and I was not looking forward to my appointment, because my first experience with the service department when I had an issue with my vehicle just 3 months after purchasing was very frustrating. Prior to my appointment, I already felt that Kia in general has was one of the worst service department experiences I had ever encountered. I came into the appointment thinking that I was going to have to put up a fight and walk out in frustration. However, to my surprise within a few minutes of the appointment, Matt pleasantly explained to me the services needed that day and immediately assured me that the service would be completed on the same day, and I would have my car back by the end of the day. He also took the time to ask me if I needed anything else or had questions about my service appointment. Matt did not look like he didnt want to be there, and didnt look or act like he was miserable. I did not feel as if I was being a **** or annoyance for being there, but rather, I was a valued customer. I receieved my car a couple hours earlier than expected, which was a pleasant surprise, and Matt even offered to take off the plastic cover that was left behind on my drivers seat for me as I was leaving. I can tell that Matt is enthusiastic about his job, is customer oriented, very competent and knowledgeable, and is a shining example of what it means to work in a service department. Matt is an asset to Covina Kia, and deserves to be recognized for his effort. I really hope that every associate at Covina Kia will strive to emulate in future appointments the top notch customer service I received from Matt. Thank you Matt for restoring my confidence again with Covina Kia's service department.