Service Department at Ken Garff Kia Avondale

I am writing to formally express my extreme dissatisfaction with the service—and lack thereof—provided by your department over prior weeks. What began as a routine oil change and recall service on March 14 has devolved into a series of professional lapses, communication failures, and new mechanical issues caused while the vehicle was in your possession. Timeline of Events: • March 14–15: I dropped my car off for an oil change and two recalls. Upon pickup on Sunday the 15th, the oil had not been changed and the check engine light was now on. I immediately returned the keys to the Sales Department. • March 16–20: I received zero communication from the Service Department despite leaving multiple messages on Tuesday and calling throughout the week. • March 21: Only after reaching the Sales Department was I able to speak with anyone in Service, who claimed the car was ready. • March 22: Upon arrival, the check engine light was still on. I would like to recognize Emily Higuera in Sales for her professionalism and for providing a rental, as the Service Department was closed and the car remained unusable. • March 23–27: Again, I received no updates until Friday, March 27, when "DC Compton" texted regarding the return of the rental. • March 28: While the check engine light was finally addressed, I discovered upon pickup that the rear windows are now malfunctioning. My vehicle did not have any window malfunctions prior to being left in your care. These windows are rarely used and were fully functional and in the "up" position when I arrived on March 14. I am at a loss as to why the rear windows would have been lowered by the service department for a routine oil change and recall work. Upon my arrival on March 28, I found one window already down and unresponsive, and the other dropped immediately upon testing. It is unacceptable that I am being asked to take responsibility for mechanical failures that occurred while the vehicle was in your custody—especially for components that should not have been part of the requested service. • Basis of Complaint: My vehicle did not have any window malfunctions prior to being left in your care. I find it unacceptable that I am being asked to take responsibility for damages that occurred "on your watch." Furthermore, the contrast between the urgent, impatient communication regarding the return of your loaner vehicle and the total lack of communication regarding the status of my vehicle is unprofessional and disrespectful of my time. I’ve left several emails and text messages with the service department and the dealership management and still no response.

Nick and the service team at Ken Garff Kia took exceptional care of my vehicle. I scheduled service on a Saturday morning expecting to wait since Saturdays are typically busy. The service team got my vehicle into the service bay and completed the work in a timely manner, Nick even walked me to my car and checked my oil via the dipstick to provide me with peace of mind after completing the work my vehicle needed. I highly recommend Ken Garff Kia service and sales! If you are looking for a dealer that takes care of their customers this is the one!

***2 of 2*** Anyways, I was told to come in and work with DC, who handled the paperwork for the loaner. While DC was pleasant, it was very clear he was brought in to clean up a mess that management had failed to address. Just a nice guy that I assume people wouldn't get upset with. Mark did make a point to introduce himself in passing, but only said who he was and that was it. *Its also important to know that the loaner was dirty and had food on the floor in the back seats. I eventually got my car back in early December — only to discover that the A/C still was not working properly. My partner tried calling FOR OVER A WEEK about this, leaving numerous messages and could not get a call back from anyone. So I called one last time before just showing up. I was told a service manager would be calling me back, but it was Emmanuel who called me back (of course) and again said managers were “busy.” No apology. No surprise. Just “bring it back in.” On this day, I was getting ready for a wedding so driving without A/C wasn’t an option. Emmanuel arranged a loaner and my partner had to handle it because of timing, but how incredibly inconvenient and unacceptable. While I was given a newer vehicle, that does not undo weeks of inconvenience, poor communication, and complete lack of accountability. As of today, it has been another full week with no updates. Emmanuel — the rep who always knows just enough to tell me something, even when he doesn’t actually have all the information. It’d be nice to hear from you. Mark — the apparent middleman. Someone who SHOULD be equipped to handle situations like this and, unfortunately, seems to be the only one capable of filling in for Gabe since he’s perpetually “in meetings.” It’d also be nice to hear from you. And Mr. Gabe… at this point, I’m convinced you’re either not real or some kind of mythical dealership figure — spoken about often, desperately sought after, and never actually seen. A true legend. But I’m sure I’ll magically hear from you once this review lands on your desk and suddenly becomes worth attention. But don’t worry — I get it. One review won’t hurt the business. One frustrated customer won’t touch the bonus. Cue the corporate indifference. Still, maybe try being better because the untouchable, never-available dealership manager routine isn’t as impressive as you all thinks it is.. #JustBeLikeMatt Thanks for coming to my TED Talk. Looking forward to the sudden burst of concern.

My service provider was Lily. She was so sweet and gave me advice on all the recommendations on what services my car needed. She was clear and informative. I'm gonna be going back to get those services done because of it :)) they offer deals that help, so I do appreciate ken garff kia for all their service team

My kia is a 2024 and the frames from the doors are falling off, when i went the first time for my oil change they said they had to order parts then i kept calling and calling and no one knew anything about it, but was going to order part. Then called 2 months later and was told to come in, when i get there no parts had arrive, mind you I dropped my car off at 8am they didnt notify me about my part not being there till 3pm. Was left w/o a car for the whole day literally for nothing. No body was apologetic nor were they friendly and still charged me for going in. 3 mtgs later finally got it fixed, this car has had 3-4 recalls since, also was called to come in to get my “last oil change left” supposedly i had one more oil change and when I got there the girl said i did not and that I would have to pay. Again nobody was friendly or apologetic, like I have all the time in the world. I do not recommend them nor their cars! The frames are coming off again!! I dealt with Emmanuel and Destinee white.