Monroeville Kia Service Center

Scheduled a 9:30am inspection. Dropped it off at 9:30, they said it would likely take 3 hours. Finally got a call from them at 2:30 (5 hours later). Quoted about $1,000 for two new brake pads, a tie rod, alignment and labor. After expressing concern over the price, they said that was an error because they factored in rotors, too. (Which I never agreed to.) Nothing was printed out for me to review until I requested it. Then I got a portion of the work to be done, and the labor fees had to be written in. Then I signed it. Total would be about $750. I agreed to leave it overnight, although the service advisor said it would likely be done by 7pm. She even said I could pay over the phone and they'd leave the keys with sales so I could pick it up that night. I said no thanks. No calls the next day until I called twice. I finally got through to my service advisor at 12:45pm. She said car would be ready by 2pm. I showed up at 2, car was ready and the bill was $880. I questioned them on the higher price. The service advisor said that additional labor wasn't factored in and that the "total" she gave me the day before was not the grand total. She said labor performed during the inspection needed to be added. What?? The inspection was free but I'd be charged labor? She came up with ways to justify the higher price instead of simply checking with her manager to see why the price was higher. Well, she finally did after I told her I was frustrated and would not pay that price. They came back after about 10 minutes and admitted that the price was wrong and incorrectly added rotors and/or labor for putting on new rotors. The new, correct price was $700. She then defended herself and said she's been in service for 9 years. I simply said I was right to be frustrated, for the mere fact that the price was wrong, inconsistent with what was quoted to me the day before, and that she blatantly made up an excuse as to why the total was correct at the $880 price. I will never go back to this service center unless a repair is covered by my warranty.

Why all the lies? I dropped my car off on a Thursday evening so they could do a diagnostic Friday. I was very clear the sound only happens on 1st thing in the morning cold start. I also have an intermittent heat issue. I was very clear that the heat works perfectly fine while idling of you're not driving, it only stops working while actively driving and coming to a stop (even with autostop off). On Friday evening, I called them to find out what was going on, Chris the service advisor stating that his tech wasn't able to recreate the issues and he would need to keep it until Monday so they would have the opportunity to start it and drive it again over the weekend and Monday. He told me it was run for hours and the heat was working. I was very clear the heat was only an issue when I drive and therefore wouldn't be an issue just running it parked. He said he also took it for an extensive drive. He said he would give me a call Monday morning. No one called Monday and when I called I was told the tech was off today. I asked if that meant nothing had been done on it and I was assured again by Chris that there was another tech that worked on it and drove it but wasn't able to recreate the issues so they just needed 1 more day and he would call 1st thing Tuesday. Tuesday afternoon comes along with no call. I call to ask what's going on and I'm told it's next in line. At this point it's warm and the window for the cold start has passed. They call me back and tell me they have run the vehicle for hours and driven miles and restarted it each day to try and recreate the noise and they're simply unable to diagnose it at this time so I can come pick it up. The paperwork I was provided stated the the tech was able to recreate the sound for only a minute and by the time he went to open the hood it stopped and when he tried to restart it, it didn't happen again...that is exactly what I explained would happen, the reason I had to drop it off the night before was so they could start it with the hood up ready to listen. It also said the car was run for 2 hours with the heat on and it worked the whole time. They said it reached over 100 degrees. Again, I explained that it is only an issue while driving. They just wasted my gas for 2 hours. It also said they took it on a 32 mile road test. The vehicle was dropped off on 1/1. The initial diagnostic attempt was on 1/2. They had the car until 1/6 supposedly trying to recreate the issues and test driving it Saturday, Monday and Tuesday. I have the Kia app. The car had not moved since the initial poor attempt at diagnostics on 1/2. On 1/2 it was on for over 2 hours with a total of 3.11 miles driven, an average speed of 1mph. They had it 4 additional days and didn't touch it. It never moved. When Chris was caught in all the lies because I pulled out the evidence, he called in the tech "TT" and had him explain what all he had done. He admitted everything had been done Friday, nothing done Saturday, he was not there Monday, he tried starting it once on Tuesday late afternoon when it was 50 degrees and that was it. So all of the updates Chris gave along the way and all the extra time they needed, nothing was done. I was just left without a vehicle and told they don't know as if any real attempt at diagnostics had been made. If I was told on Friday that they really didn't have time to look at it again, i would've picked up my car. To just keep lying and telling me what you think I want to hear, lying makes everything worse. All these new cars have the app. I can see it wasn't driven for the entirety of the additional 4 days they said they needed in order to preform the diagnostics.... the app and the paperwork are not adding up.

If I could give 0 starts I absolutely would. DO NOT GO TO THIS PLACE IF YOU WANT YOUR CAR BACK IN A TIMELY MANNAR AND GOOD SERVICE. The level of incompetence, lack of communication with costumers, and dedication to their vehicles is something I’ve never had to deal with in my entire life. They had my car in the shop for two weeks and gave it back to me with a broken door trying to say it was “poor timing” and wanted to keep it as if I’d ever let them work on my car anymore. The front desk never knows anything that’s going on and apparently the mechanic knows nothing about cars considering I left with mine more screwed up than when I brought it in. The amount of calls WE had to make (because they lack communication skills) and the disrespectful things they tried to gaslight us with is unbelievable. This should have and could have been an 8 hour service and I was left with nothing but a waste of time and less brain cells. TRUST THE BAD REVIEWS THAT WERE HERE BEFORE MINE, I wish I would’ve.

I brought my car to this service center because it broke down. They said they would check it in three days and tell me what the problem was. I called every day and asked when they would check my car, and they always said they would check it tomorrow, but they never did. After two weeks, they finally told me they would check my car, but my car wouldn't start, so they would check it differently and wanted an additional $400. I towed my car back there. Absolutely do not go to this service center. They will not help you in any way. I paid for a tow truck twice and a lot of rental car fees because of them. I will complain to them and get all the expenses reimbursed.

I just wanted to say thank you. I had some service done today and appreciate the staff. From the front counter to the techs in the back, everyone was friendly and helpful.