I really wanted to find a KIA dealership where customer service was a top priority. I thought KIA West Edmonton was THE ONE, but I was wrong. After the terrible experience I had at Sherwood KIA in August of 2020, I was hoping it was limited to one location, but I've learnt it is the KIA culture.
My husband really liked the new 2021 KIA Sorento, so I had the task of deciding between KIA West Edmonton + Go KIA South. KIA West Edmonton started off amazing, Brandon & Frank were fantastic. Their customer service started off great and communication was quick. They brought the vehicle to us, which was important during this weird time and the price was unbeatable.
We ended up ordering the 2021 KIA Sorento EX+ and were told it would be about 8 weeks. The week of Sept 10th, (7-week mark) we were told it had arrived and would be ready within the next few days. We then spoke with Kathleen, on Sept 16th, who confirmed delivery on Saturday/Sunday (Sept 18-19). On Sept 17th I received a call from Shauntel who was trying to confirm a time for the vehicle delivery on Sept 20th – 21st. I explained that wouldn't work, as we just sold our 2nd vehicle, due to the conversation I had, had with Kathleen the day before. Shauntel was apologetic and ended up being able to confirm delivery for 11am on the 20th.
September 20th, I received a call at 9:30am, stating the driver was on their way. I had to remind Shauntel we planned for an 11am delivery and they would have to wait for that time due to a scheduling conflict. Jim was my delivery person (& really the only thing KIA has going for them). Upon delivery, I noticed none of the add-ons were installed; no bike rack, no hitch, and no mats. That is $1,700 in add-on's that they had over a week to install and just didn’t. At this time, Frank, our Sales guy was no longer responding to my messages. The only helpful person was Jim, the lovely man who was delivering the vehicle. He even offered to drop off the mats on his way home from work. If I could give Jim 5 stars, I would. Everyone else at KIA West Edmonton gets 0 stars.
When I spoke with the Sales Manager, AKA: General Manager, Goran the response was "I don’t know what your expecting, we have been busy." Completely disregarding the mistakes that were made, zero ownership was taken and everyone is "busy". Everyone is working through a pandemic, short-staffed, but the difference is everyone else is making it work. Delivering a vehicle that isn't ready and making the "we're busy" excuse for, it is completely laughable and completely unacceptable.
KIA West Edmonton also lost the NVIS to the vehicle (how responsible). They also weren't able to set up the registration on their end, so we had to wait even longer to get the UVOIntelligence App working. It doesn't matter how nice the Sorento's are. Save your money, your sanity and go ANYWHERE but a KIA, this one is definitely the worst.