I purchased a Kia Sorrento from Hollywood Kia on 1/16/11. The salesman who greeted me was only there 5 days and had very little knowledge or personality, but thats beside the point. It was closing time; however they stayed open to make the sale. I worked with a GM named, Frank Sanchez, who was knowledgeable and personable. After 3 hours, I happily went home with my new car, but that happiness didnt last. While signing the paperwork, they had the car washed for me, but like I said it was late, we didnt leave the dealership until 8:30pm that Sunday. Monday morning, I noticed that there were bird poop stains on the paint, from not washing off the vehicle and letting the poop bake in the sun. I email Frank immediately and asked when I could bring the car in to see about having it detailed again, since I figured it was dark and they didnt notice this the previous evening. He said bring it in tomorrow, Tuesday. So Tuesday my boyfriend brought the car in. They got out a few of the marks, but there were two spots that wouldnt come out. They took the car down to a detail place and 20 minutes later brought it back, the stains werent coming out. I told Frank I wanted a new vehicle either off their lot or another dealerships. I purchased a new car and wasnt going to have the paint buffed out any more and risk getting those circle marks. I was told the door could be painted by 3 different people who called me regarding my car that Wednesday and Thursday. I insisted I did not want my brand new car in a body shop being painted. I bought a new car straight from the factory, I didnt want this, nor did I want to have any problems in the future with the paint job or with trying to sell it, should this repair be listed on car fax. On Wednesday I was contacted by one of the Owners, Joe, who I was told also owns a body shop, where my car would be taken. He told me there was a chemical process to extract the stain out of the paint and that he wasnt going to paint it. I again insisted on a new vehicle. It was back and forth with Frank and Joe. At this point I am NOT happy and feeling trapped, however I said FINE you can do whatever you want to it, but when I see it and I dont like it, I want a new vehicle! I reluctantly agreed and was pretty much talked into by Frank Sanchez, to just let them try. So I was told to bring in my car that Monday, Jan 24th. I was greeted by Joe, who couldnt seem to look me in the eye, was dress unprofessionally in jean shorts and a t-shirt. I was handed loaner car keys he shook my boyfriends hand, who was not the buyer, I was!! Disrespectful!!! The car stunk like cigarettes and the gas light was on. Beyond annoyed at this point, I went back into the dealership, said There is no gas and Joe replied Oh, I didnt look. Its too early for this. Not I am sorry, nothing. He took out $20 and was trying to find someone to take the car to the gas station to fill it up. I had to be at work, I told him I would do it. I grabbed the $20 and left. I returned to get my car Wed, the 26th, I was greeted by who wanted to show me the car. I said NO, Im not taking it. Ive never heard of a chemical process, I had done research since and no one has ever heard of that He threw up his hands at me, talking over me saying I needed to speak to Frank about the legality of it, that that wasnt his department, apparently neither was customer service. Frank came in at 9am to meet me, he said right away youre not going to be happy. THEY PAINTED THE CAR AND had drip marks down the door handle, I was lied to my face by the d**n owner. After an hour of speaking to frank and explaining how I felt, he ASSURED me I would get a new car by that Friday. I was to call him on Friday, which I thought was weird, why should I have to call him, but he was the only one on my side at this point. He also insisted I take the Sorrento for the next two days, which I also thought was very weird. Why would he want me to put more miles on the vehicle? Needless to say I was just happy that after a week and a half of arguing and going down to the dealership I would finally get my new car. I called Franks cell Friday morning, no answer. I called again.. I emailed. I then called the dealership asking for him. The receptionists response was Frank no longer works here. I was now livid!! Right then I knew why he wanted me to wait until Friday, because he was planning on quitting. I had at this point been in contact with Kia Corporate, because I couldnt get anyone to call me back, not even the finance woman who I was calling because I had a simple question about the payoff of my old loan on the car I traded in. Back and forth with corporate and the finally with Kia, I cant tell you many conversations I had with corporate, documenting my situation. I was finally put in touch with Josh Levy, another owner and brother of Joe Levy. In the end I was not going to be offered a new vehicle, I was offered accessories, which was crap. I scheduled to have my Accessories put on, brought the car down there. A serviceman drove us to my work, he complained the entire time about the dealership and how it was run, so you can imagine we had something to talk about. A few hours later they came to pick us up in MY, not to mention the serviceman was filthy dirty and sitting on my seat. No paper, no nothing. I was again livid!! I told my boyfriend (Jon) to drive my car back which meant serviceman was now sitting in my passenger seat. At this point we both blew up and to top it off the service man asked Jon to drive him to the dealership and drop him off instead of the service center!!! Jon went into service station, Josh Levy happened to be there and Jon let him have it. We had been calm this entire time. That was done, but still After 5 weeks, my loan hadnt been paid off and I was owed $400. I couldnt get anyone to call me back, so after 4 days of calling Josh, I called up Kia corporate. They were able to get Josh on the phone with me, he says he didnt receive my messages. The 14 I left him along with emails so it was all in writing. I received a check a few days later.
It is now May 20th, 2011; Ive had my car for 4 months, which I love. Its time for an oil change. I was told when I bought the car and several times after that my first oil change was FREE. So this morning I went to my appointment at the service center. I get in and I am asked where my paperwork is for the free oil change. I didnt receive anything, I was just told, and I thought this was policy and would be in the system. But NO of course it isnt. I dealt with once again the service manager Danny, we got into it, he told me as a courtesy for everything he would give me the oil change for free without the paper,but would have to charge me for the rotation and something else. HELL no was I paying this dealership a dime and would never be back after this. I told Danny this and he said why would I give you a free oil change if youre never coming back. I said why would I come back, its been an awful experience and this isnt pleasant either???? We went back and forth and nothingNeedless to say I grabbed my keys back and walked out. This is the most horrendous customer service I have ever experienced. They have an F rating on the better business bureau and youll find a ton more negative reviews. PLEASE DO NOT GO HERE!!! I have never written a review, but yet I always look online for reviews and trust what other people say. I hope you will do the same.