Castle Kia McHenry Service & Auto Repair

After having a terrible experience at another Kia service center North of Chicago with my brand new Sorento just under 3k miles, I was back home for the Thanksgiving holiday and brought my car here. Feeling defeated and frustrated - I was so thrilled that the service team here listened, didn’t brush off my concerns about a transmission light that kept coming up (but of course wouldn’t at the service centers), and even after they couldn’t get the light, they kept my car, got me a loaner so I could get back to the city/home before a snow storm, kept me updated throughout the week, continued to try to get the car to error, eventually being successful, and putting in a warranty claim and fixing it. I have closer dealers to me, but I’ll make sure I tell everyone to come here and bring mine as well. The effort alone, along with the loaner was leaps and bounds better than the first dealership I went to who was passive aggressive / non solution oriented (cough,cough Lincolnwood). Thank you again!

Absolutely horrendous. They said a repair would take 2 days. 8 days later I still don’t have my car back. The last time I talked to someone was on Saturday, when I was told the repair would for sure be completed on Monday. Now it’s Tuesday night, and they have ignored and not returned one very patient message yesterday, and two increasingly less patient messages today. My last 2 cars have been Kias. Because of this service experience, my next one will not be.

Matt G in the Kia service department is fantastic! We had problems with my 2022 sportage and with the roadside assistance, Matt was able to help us out and got us taken care of ASAP. What was supposed to take 2-3 business days and a weekend took 2 days! He kept in constant communication about my car status and was just great to deal with! Thank you Matt!!!!!

Unfortunately the overall experience was pretty disappointing. I was under the impression I would be working with Eva and/or Jerry based on my appointment confirmation. When we got there we were greeted by a gentleman (I don’t remember if he introduced himself) who kept saying “I’ll get Jerry” and “I’ll let them know you are here.” Next thing we knew this gentleman had pulled the car around for a test drive - I had to ask “oh will we be working with you?” because he never actually mentioned that he would be helping us. This gentleman was obviously very inexperienced, he didn’t have an answer to 99% of my questions about the car itself, the financing, the add-ons etc. My partner privately told me several times “I don’t think he knows what he’s talking about.” When it came time to talk price, the offer I was given (not including the additional add-ons) was around 2k more than the OTD quote I was sent via email 2 days prior.. I asked where this large difference came from and was told “our prices on the site are not accurate” even though it’s not the site pricing I was talking about but the personalized quote. I made a different offer, which this gentleman obviously thought was too low - I respect that. We were waiting for him to come back to make a counteroffer or at least continue talking about why it was priced the way it was, but he basically asked us to leave. The team made it pretty clear in our previous conversations that it would be worth my while to drive the hour down to McHenry and that they were ready to come to a deal, so we cleared our afternoon for this - the whole thing took about 10 minutes and turned out to be a waste of time & gas. I also want to note - there is a mandatory LoJack feature that is not listed anywhere on the site nor the quote I was sent via email. I was told there was a $495 fee to remove this feature, though it seemed pretty clear that the gentleman helping us just made up that number on the spot after I asked him for the fifth time to give me information about it and/or removing the feature. Unfortunately, I think with a more prepared or motivated salesperson, I may have gone home with a car. There pricing is by no means competitive though, so definitely shop around and do your research.

Problems returning calls, absolutely terrible, left messages for a guy and still have not returned my call.. terrible, if I could give ZERO stars