Car Town Kia USA Service Department

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Linda Olson
5 months ago
I came in at 9 am for an oil change, was told it would be an hour and a half. The lady came over and told me the oil pan was loose and needed resealed, then changed it to a gasket, and also said the tires were severely dry rotted, but had only been changed a little over a year ago? Went to look at the tires and there was just a small amount of dry rot, so I told them just to rotate and replace the gasket. The sales lady promised it would be done by lunch, it's nowhere near being done, as now a lug nut didn't match the rest (how?) and it was lunch time and no other service techs were available. This is beyond absurd!

  David Strobbe
3 months ago
This dealership sold me a brand new Kia Telluride that has now been in the shop for over three weeks. I had it for only three weeks prior.They can t find what s wrong with it but said I might need a new engine. It s a brand new car.They aren t responding to my texts and they can t bother to call me and let me know. The salespeople are blaming the service department and vice versa. Nobody is taking responsibility.They basically sold me a lemon.Do not buy from this dealership. Do not buy a Kia.

  John D Wilson
6 months ago
A recall for my EV battery prompted my first visit to Car Town Kia USA. My first negative experience was with booking the service visit. Knowing that they probably don't get a lot of Kia Soul EV battery warranty visits (mine was, in fact, the first), I wanted to speak to someone. However, I got a robo-ceptionist. I selected "no" for communicate by text message (every single time I called) but that didn't matter, when Kelly (or whatever her name was) communicated with me, it was by text. Once she did call when I pointed out that I really wanted to explain things to an actual human, but that didn't accomplish much.As I noted on the service request (filled out on the website) and in my communications with Kelly (or whoever), I wanted them to confirm that they had all the parts in stock before I brought the vehicle in. This was even printed on my receipt. After several experiences with the "no I don't want a text message but I guess I'll text with you anyway" person, it was confirmed that they had all the parts they needed.Well, that assurance was about as effective as requesting no text messages. When I got there on time for my appointment, I got to wait several hours for someone to get to my car and then determine that there was a recall for it and they needed to order some parts. Who knew? (Here's a clue, check the original service request to see who knew.)Getting that information straight, no chaser, took several conversations with the porter (no one knew where my car actually was), the service advisors, the service manager, etc. They have a lot of people at Car Town Kia. They don't communicate well with each other in spite of (or because of) lots of computerization. (Although everything was printed out on paper, 3-4 copies each, for me to sign, so that every department could get its own copy of the service order that said I wanted to verify the parts were there before I brought it in.)So the car sat there for a while, Couple of weeks? They "discovered" that there had been a prior battery replacement. (A) I could have told them that. (B) Kia does (or should) have records of that replacement. So that seemed to gum up the works.Anyhow, I have no idea if the work was done well or poorly. The car ran just fine before the recall, and runs just fine now.Oh, and the receipt had printed out that the car would be washed "cleaner than when customer brought it in." It was not clean. Maybe it had been cleaned some, at some point. I wouldn't make a big deal about it but someone took the initiative to point out what a nice service might or might not have been performed for me at no charge. Press 1 for no car wash. Press 2 for a car wash. Thank you for pressing 1 (no matter what you pressed).I'm giving them 3 stars for not making things worse and not trying to charge me for recall service. The parts dept person was so excited to tell me there was no charge. That's great, Kia makes a car with a defective, unsafe part, fixes it, and I should be so glad that I wasn't charged for that service. Oh, and I was able to get a shuttle ride home (25 minutes), that was actually nice. (But I couldn't get a convenient pick-up shuttle.)I've had 1-star service before (lots of trips back to correct incomplete work) and my dealer back in Maryland was 5-star. So this rating reflects poor coordination but hopefully good service where it counts (inside the car).I think there's another Kia shop in the area. I'll give them a try if I need work done. But if I have to go to northern KY (like I do for our Hyundai, sigh), then I guess I'll give these folks another chance. Press 2 to send an insincere apology.

  zackd1983
7 months ago
A good oil change and a detailed multi-point inspection. But even with an appointment, I was there for almost 2 hours and 45 mins. I asked if this was normal for an appointment for an oil change, and they did inform me that this visit lasted about an hour more than normal. At least he was honest, so I am not going to ding that too much.

  Lindsay Rothenstine
3 months ago
Waited 2 hours and 45 mins for an oil change. Saw my car sitting in the bay for 30+ minutes. Absolutely terrible customer service.

  April Williams
5 months ago
I bought a Kia and my service was great. They was very helpful and even stayed late to complete our purchase. Great deal on my 2024 Kia.

  Sheri Trail
10 months ago
I bought a new Rio in 2021 and prepaid oil changes for several years. If I try to use the website to schedule a change, it tells me there are no appointments, even several months out. If I call I end up on phone mail, never a human. I actually have to drive there to make an appointment. Terrible customer service

  Nicole Simpson
7 months ago
The wait time for an appointment that you have to make weeks in advance is ridiculous. I waited almost 3 hours for an oil change. Kia do better!

  Patrice Muhammad
3 years ago
The bright and sunny disposition of Brett, was the saving grace that gave Car Town Service the extra star.I had to book my oil change appointment three weeks out because the schedule was full. When I arrived, it was unclear where to park and enter the building. The waiting area was packed. Other customers came and left before they finished my TWO HOUR oil change.Ridiculous waiting time and I was offered $5 off. Whose time is worth $5 an hour? Insulting! I would have refused it but Brett had already applied the discount and I was afraid I would lose more time giving it back.Do better, Car Town.

  JAY THOMSON
9 months ago
I am giving 2 stars because i got the service finally . Again I am giving only 2 stars because its not easy experience .Tip for Frustrated Kia car owners : calling directly to get an appointment for service and getting automated replies from service team, Better option is to take your car directly into the dealership (Walk in). It worked for me unless your car is in not in a driving condition .

  Jennifer Miller
8 months ago
Need more people to answer the phone in the service department. Once I arrived, the staff were very friendly and courteous. My vehicle was ready very quickly!

  Betty Clark
9 months ago
I called to schedule a oil change they are booked to July. I was told to take it to Walmart. So I was going to. I get to Walmart and they told me that it would void my warranty and they advised me to get it in writing. I called Chris and have left several messages and has never got a call back.Service: Oil changeService: Oil change

  William Nance
3 years ago
This is to do with Jennifer Hall account. 103 Reed avenue nicholasville. Since she bought the car the tire sensor light has been on which was approximately a year and a half ago. We just got time to bring the car in the other day finally after calling numerous times about getting it fixed. One person told us had to have an appointment and another told us we did not. We finally got it up to you and really take care of the car. While we was there at 1:00 I couldn't response to it took an hour and 45 minutes around to get that matter fixed. She has the tire protection on the car and while we was there at the service desk we asked if they could rotate the tires since they already had one off and was slow. We was told that they would have to charge us. I know under most circumstances that could be true but with snow and Kia being slow I would have thought that that would have been a problem.

  Beth Wickstrom
2 years ago
If you want to wait over 3 hours in the "express" department for an oil change and tire rotation only to be told 4 lug nuts and 1 bolt were stripped and this is the only place that had previously maintained my brand new car, so it was their bad workmanship, then this is the place for you. This was not my first bad experience here with the workmanship and terribly long wait, but it is my last.

  barbi maupin
a year ago
Not even giving 1 star,but since you have to I'm giving 1. Smdh needed a key made on a Sunday. Of course they weren't open. I left a message figuring that they'd get back with me on Monday. After waiting till 2 pm I called back and whoever answered was very unprofessional and rude. Also they wanted $125 more than I had ended up getting it done for. Next time I need something from the dealership I'm going to don Franklin kia and having them do it.

  Phillip Knipp
2 years ago
Found a 10,000ish dollar vehicle for my 68 year old mother on their website. She drove the 1.25 hours to get it. She took $4,000 with her and paid as a down payment. They somehow conned her into financing $12,800 more.These dealers are weasels who take advantage of and prey on the elderly.

  Cheryl.A
4 months ago
Looking for a Kia soul .or a couple of yrs old thanks Cheryl Bartlett

  Paul Hall
a year ago
Our salesman took good care of us he was the best. I hate that I can't remember his name though but he was awesome I would highly recommend this place

  Peggy Raines
2 years ago
Great car service. Polite worker's with a smile. Love the cars too

  Page Hamrick
2 years ago
Exceptional! They take care of customers like their cars take care of the people that drive them!

  Momma Bear LaRocca
a year ago
They really need outdoor benches for people waiting.

  Travis Rarden
2 years ago
They did great work and was fast about it

  Joe Reich
2 years ago
Good experience

  myron eldridge
a year ago
Overpriced