Originally I had a great experience at Kia Richmond, the previous service advisors were exceptionally great, including (Katherine) and Tony Ma,
Both took the time to address my concerns and were very patient
Had great customer service experience, only until I had to deal with Gil Laureano,
Gil often lied to me about the actual cost of warranty covered repairs, often exaggerating repairs by multiples, example: "ball joint repair, was quoted almost $300 to warranty" used this as an excuse to upsell me brake pads and brake rotors/ transmission flush/ and recommended me to buy new 4 set of wheels due to my low traction, which was false.
Did not address my concern about inaccurate steering and torn ball joint, both of which were a huge safety concern for me and my family.
Brought my car in for these safety concerns and everytime he would try to upsell me something or charge me for work that needed to be done, such as a wheel alignment, which was done 2 months prior.
ALBEIT all this bad experience with this service advisor Gil Laureno,
The General Manager Tom Richardson was exceptional in his decisions to turn this matter into a better one. He resolved this situation for my safety concerns effectively and easily, saving me time and a headache,
I applaud the great work of the General Manager Tom Richardson,