2017 Buick Encore 1.4 Essence Auto

I came in to what I thought was a scheduled appointment. But when I arrived I was told I did not have an appointment. I explain to the young lady I was there because something was hanging from the front of my truck underneath it. I could not remember the name they called it when I took it end at first. The young lady scheduled me in anyway. So I waited about 45 - 50 minutes to be told there was nothing wrong with my truck. I proceeded to go where the young lady was and asked her how would they know anything if no one ever came to ask me where was thins thing hanging from. It just did not make sense. So they kept my truck from 45- 50 minutes to say nothing was wrong when I was told when I brought it in that it was the absorber hanging to low. The lady said schedule me right away. So this young lady who fitted me in when I went back because again she said I had no appointment. I asked her to come look at my truck to show her what I was talking about. She said she did not know what it was but she knew they did not do that work there. So she sent me around the corner to collisions where a mechanic was ask to take a look at my truck to see what was hanging. That's when he said it was the absorber and that my whole front grill would have to come off. I am just feeling like why wouldn't Southern Kia have the truck inspected be fore selling me a truck with the absorber hanging low. I did not have an accident and do not feel like this is satisfactory. Furthermore I have not heard from anyone since I went there on 2/28/24. First because I was sent to the Collison place with no order or paperwork. I'm sure they feel like they are doing their job and their own job to have to call them to send over the paperwork. I just do not understand none of this. Should I be going through this after buying a new 2023 Kia Sorento to be taken apart and get unsatisfactory service for something that never should have been in the first place. Think about this this is so not any kind of way to treat anybody when it comes to buying a vehicle with no inspections. Why did no one know that this truck had a low hanging absorber. Would you buy a truck knowing this to have your whole grill taken off? I need this taken care of in the manner that it should be. Very unsatisfied and disappointed. This needs to be taken care of immediately!!! Ok so I talked to the managers there and was scheduled another appointment to go back and have everything taken care of. There were still some frustration as to how the communication was not relayed to the administrative persons who check you in because I was to get a loaner without charges which I did but the staff were going to try and charge me if I did not let them know the loaner was a loaner until my truck was ready, not suppose to be the charged.This was a factory default, but I will say my truck was taken care of and I am satisfied and hope that everyone just communicate better with each other and the customer. Communication is key, you cannot satisfy a customer without proper communication. I will add two more stars because they made it right. And I am now a satisfied customer. Thank you for making it right!

They say they are committed to delivering a customer experience second to none... I say Miss Becky Meile and her huckleberry Christiana went above and beyond for me and my truck! My first impression with the company was pretty sour over a 48 hr period when dealing with the service center rep (whose name I'll leave out). She was quite literally no where to be found when I called numerous times in the afternoon to get an update for an 8am scheduled appointment! She never returned my calls and when I finally got her on the phone she began to gaslight me and became snarky with every excuse known, as to why my vehicle hadn't been even looked at yet. I kept cool and professional and was lucky enough to have the two wonderful people mentioned above take action to get me what was needed. They did a wonderful job of customer service and every promise they made came true! They even gave me a ride home one day and filled my gas tank free of charge after all of the ruckus I dealt with initially. Thanks!!! I'll be a return customer for sure.

Katie Stafford was very helpful on finding a truck we weren’t initially looking at in the first place. I had my heart set on a Tundra, test drove a Ram but she introduce us to a Sierra and couldn’t be happily with the purchase. Thank you Katie. Rashan the finance manager was helpful in explaining the warranty plans to protect this new beauty of a truck!