I purchased a new 2015 Kia Optima at the Sarnia Kia Dealership and it was a "very pleasant experience", but when it came to servicing this vehicle, it is definitely is not the same feeling. That is what separates the "Average Kia Dealer" to a "Superior Kia Dealer". Lambton Kia are selling a lot of Kia cars but are unable to truly service the cars, and give good customer satisfaction with only having 3 bays to service the cars. Therefore they are cutting corners in servicing the customer's vehicle.
1.)Bought new snow tires, rims, and hub caps, paid for them that day, had to be scheduled to have
them install, I was promised a Kia insulated coffee mug once installed, by the time they scheduled
my car in, all the kia mugs were gone.
2.)Brought the car in for its scheduled oil change, when I got the car home I found black material all
over the front of my white car, I immediately returned to the dealer and showed customer
service, (I also have cell phone photos), I informed the service rep. that a lady had a kia soul in to
have her brakes checked the same time as my car was in for an oil change, and obviously when the
mechanic blew the brake dust off the brakes it was blown over onto my car. The service rep. went
and got cloth and tried wipe the material of the car, I asked her to stop as the material being
rubbed on the car would scratch the paint. I asked if they would wash the car to remove the
material, I was informed the wash bay was closed. I had to take the car and have it washed.
3.)Had water leaking from the air conditioner onto the passenger floor, brought the car in to have
this repaired, I informed the service tech that the winter floor pan would also need to be
removed and the carpeting below will need to be dried, They repaired the plugged drain tube
(spiders has plugged the tube) But never pulled the winter floor try I ended up pulled the tray and
dried the carpeting. I also found out that it was as simple as blowing air through the tube to unplug
the tube, a 10 min. job that cost me $60.00.
4.)Four weeks had past and I could smell something very foul in the car, it turned out the water was
not just running down on the floor it also filled my glove box, destroying all my Kia manuals, My
question is, Sarnia Kia knew this was a problem with this drain tube plugging on other kia models,
but did not inspect the glove box, just blew the line clear why because they were just to busy to
give "Quality Service". I cleaned up the mess again.
5.)Went to Sarnia Kia dealer to have the manuals replaced, guess what, "They Can't Get Them", am I
surprised ... "No".
I was getting to the point where I wish I had not bought a Kia, because there was "no service", even though they have one of the best warranty in the business.
I though I was stuck ... but now I take my car to "LALLY KIA in Chatham" it is farther to drive, but I experience the following.
-"That I am important to their dealership".
-"That I am a somebody".
-"That they do care".
-"If your not happy when you leave, ... they have not done their Job".
-It feels good again to go to the dealership.
It is the simple things.
-Free Bottle water left in your car, with a 10% discount of your next bill if you return the MT bottle.
-The Mechanical who worked on your car, leaves you his business card in your car.
-Everyone saying hello.
-Getting to meet the Kia Dealer Manager.
-Coffee, sweets, pop, juice, water all free.
"LALLY KIA in Chatham" is a "Superior Kia Dealer"