Danielle Reid | Page 3

My car was logged in immediately. The waiting room is comfortable. My vehicle was serviced quickly. The waiting room is comfortable. My vehicle was serviced quickly. More

by pcgg44 Verified Customer Verified Customer

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I scheduled an 8:30 AM appointment and selected the “waiter” option. I arrived on time and was told there was only one vehicle ahead of me. I planned accordingly and understood the service could take 2 “waiter” option. I arrived on time and was told there was only one vehicle ahead of me. I planned accordingly and understood the service could take 2–3 hours. After waiting approximately three hours with zero communication, I had to approach Doug (who checked in my vehicle) to ask for an update. At that time, I was informed that my vehicle had not even been seen due to technician shortages and bay backlog. This information was never proactively communicated to me, despite staff repeatedly walking through the waiting area. At 8:33 AM, I received an automated text stating I could reply if I needed anything during my appointment. At 11:10 AM, I replied requesting a status update. I received no response. Later, I was told your team has “stopped responding” to those messages. If that is the case, the system should be disabled or customers should be informed. Inviting communication and then ignoring it is unacceptable. My frustration was not about the wait itself. It was about the complete lack of communication. A simple update acknowledging the delay would have prevented this entire situation. At checkout, when I explained this concern, Danielle repeatedly redirected the conversation to advising me to “drop the car off next time,” rather than addressing the communication failure. I was also asked if I was “understanding” what was being explained, which felt dismissive given that my concern had been clearly and calmly stated. Removing the shop fee does not resolve a customer service breakdown. The issue was not financial, it was procedural and interpersonal. Customers who schedule appointments and choose the waiter option deserve proactive updates, especially when their vehicles have not even been brought into service hours after their scheduled time. This experience fell significantly below basic customer service standards. I advised I would not be returning to this location at which point Danielle with a facial expression of (good luck with that) stated “we’re not the only location with long wait times” AGAIN missing the point. Thank you More

by cheleasa.b Verified Customer Verified Customer

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I always feel taken care of in the service dept. Very knowledgeable and explain what is necessary for my car! Very knowledgeable and explain what is necessary for my car! More

by cupajava4 Verified Customer Verified Customer

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Kept me informed. Very friendly and professional. She was very attentive to our needs and information Very friendly and professional. She was very attentive to our needs and information More

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Good people good prices recently usa stopped update why? Will purchase a another car when lease is up Will purchase a another car when lease is up More

by thumanm Verified Customer Verified Customer

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Great service! Paid for an uber to get lunch while we waited for our oil change! Paid for an uber to get lunch while we waited for our oil change! More

by annalt12 Verified Customer Verified Customer

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My Kia overheated and was towed to this location on a Thursday morning and they were aware it was coming. It wasn't until a full week later the next Thursday they worked my car in and completed diagnosti Thursday morning and they were aware it was coming. It wasn't until a full week later the next Thursday they worked my car in and completed diagnostics. Which then turned out to be something I could claim as comprehensive coverage on my insurance. The insurance adjuster called Kia at 8:04 AM that Friday leaving a voicemail as they needed pictures before approving an estimate. Kia did not provide pictures to my insurance until the following Monday. Insurance approved to cover the full amount, so then parts were ordered. My car finally was repaired and ready for pickup end of day Thursday. This was a total of 2 weeks! At pickup Doug gave me a stapled piece of paper with the total line amount. Because they charge 2% fee on credit cards I brought a check. I wrote the check out for the amount that was shown and a few minutes after leaving he called to say I wrote the wrong amount. My amount matched what was listed on the front page as total, but he then tells me I needed to flip all the way to the back page for the "true" total which he NEVER presented to me. So ended up having to use a card and pay $35 in fees. Next time they should be very clear on how much is owed especially when writing a check. I've never been to this location so if I ever need to be towed in the future I will most definitely go to a different Kia dealership. This was an unpleasant experience start to finish. More

by ABURGENER Verified Customer Verified Customer

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Communication was not good. In the very beginning when I was needing a tow, it was hard to get one. When I called to tell them it was coming, I let them know what was going on a In the very beginning when I was needing a tow, it was hard to get one. When I called to tell them it was coming, I let them know what was going on and that my car was there a week prior. I was told “they didn’t know that” (very rudely). I was told that my car would be ready up it could take up to 3 days. I was told someone would call and didn’t. When I called for update I was told my car didn’t have a ticket, called back and said there was one. I was talked to very poorly through the whole experience. Took over a week for just an update on the car. When it was returned (without a car wash), I noticed a small dent by the door handle. Can’t really prove it, but never saw it till I received my car back. Service experience was poor. I finally got a loaner after saying I wanted to talk to a manager. The loaner process took over an hour and a half and I had to wait for gas in it because it wasn’t full. The loaner smelled terrible and the seatbelt was very hard to manage because it was torn. More

by emkisling1992 Verified Customer Verified Customer

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Danielle, service tech was outstanding. Service was very busy during my visit and my appointment took longer than was originally estimated. Danielle communicated the status of my vehicle t Service was very busy during my visit and my appointment took longer than was originally estimated. Danielle communicated the status of my vehicle throughout the process, made sure I was OK in the waiting area and even offered a discount when it came time to check out. Great job! More

by penny Verified Customer Verified Customer

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Everyone at Jim Butler Kia are All-Stars! Love how hard everyone worked to get me on the road! Cheryl and Kenny put together a great deal and Tyler and Mary got me the funding I needed so bad Love how hard everyone worked to get me on the road! Cheryl and Kenny put together a great deal and Tyler and Mary got me the funding I needed so bad - don't know what I would have done without them! More

by jgallagher10 Verified Customer Verified Customer

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