Kendall Kia

I have a 2015 Kia Sorento and my daughter has a 2015 Kia Sportage. Both of these were purchased online, on Zoom.com. We received recall notices on both vehicles regarding the anti-theft system, and the ABS module/fuse kit. I scheduled my Sorento to be serviced for these last Thursday, 8/31, 10:15a. I arrived on time, and there was nowhere to park. I had to park in a striped slot in the parking lot. I went to check in, and the guy next to Wes was the one who checked me in. I told him I was there for the recalls, and I asked about the extended warranty on my airbag system; my airbag dash light has been coming on and going off for several weeks now, and it no longer goes off. I looked around on the internet and consulted our mechanic, and found there was an extended warranty that would cover the clockspring in the steering column. So I fully-well expected to have all three problems addressed and fixed that day. But the guy who checked me in had other plans ... I told him why I was there and asked about having the clockspring fixed as well. He informed me that just to have that diagnosed was going to cost me $185/hour. Of course, that did not sound right, and believe it or not, I know a thing or two about vehicles. My Sorento is paid for, so I take immaculate care of it. I did not understand why it was going to cost me money just to have your technician tell me whether or not the clockspring was defective. Of course, IF it was, it would be covered by the extended warranty ... however, I was still going to be charged the $185 service fee just to tell me. Knowing how dealerships are, and being that we never buy from a dealership, I was a little surprised, and asked him to clarify. A second time, he told me the cost would be mine just to diagnose it. I replied "well, someone sure makes good money here, and he replied, with a shrug, "that's the going rate." I was standing there knowing full well he had to be wrong, but I had no options. I texted my husband, who called our mechanic, and both said my clockspring problem should be covered, unquestioned, by the dealership, and I should have to pay nothing. So as I stood there pressured, I felt bullied into having to make a decision then and there, so I asked a THIRD time if I was going to have to pay just to find out whether or not it was the clockspring, and he said confidently, yes ... the technicians had to be paid. So I decided not to have your dealership look at it and would instead take it to our mechanic and bill it back to Kia. I sat in your freezing cold lobby from 10:30a to 3:15p, and I knew full well I was being flat-out lied to. My guess is that this service representative knew the day was overbooked, so he didn't want my clockspring problem to be added to the long list of cars to be serviced. I went out and sat in the sunshine on your golf cart, and got madder and madder because I knew I was being lied to. When my car was ready, this guy (not Wes) was going over the paperwork, and condescendingly showed me where I "declined" having your service department look at my clockspring. It stands to reason that if there is an issue with the clockspring device in 2015 Kia Sorentos, mine would certainly be included. So I have no idea why he intimidated me into thinking I would have to incur an expense just to have it diagnosed. But he certainly did. I neither declined, not opted out, of having it looked at. What customer in their right mind, driving a vehicle with a known airbag problem, who has the airbag alarm dash light on, would CHOOSE not to have it looked at? When I was checking out, WES looked at me very caringly, but I felt like he couldn't step into his colleague's business with me. But he DID meet me outside the door and kindly told me it would have been no cost to me to have had it looked at. I looked at him in disbelief and asked "are you telling me I could be leaving here today with ALL THREE problems FIXED? But now not only do I have to return, I need to bring my daughter's Sportage in as well for her recalls?? I sat in the icebox lobby for hours and would have to return now not once, but twice more? I told Wes I'd rather take my cars all the way to Boise not to have to ever have to be treated like I was that day, and that there was nothing in how I was treated that would make me EVER come buy a Kia from your dealership, and I would recommend that nobody I know do it, either. I left there last Thursday with a migraine headache, nauseous, and livid. So you have a compassionate, honest man at your service counter who needs a raise, and another one who needs to be relocated out of the service business. I am a server in a winery. I deal with unkind, entitled, mean customers every single shift .I still do my best job to represent my employer and give them the best service I possibly can. And sometimes it's not easy. But I still do it, because it's my job, and it's who I am. I'm appalled at the way I was treated and how your service department was represented to me. And I'm not really sure where I should go from here, because I do not ever want to come to your dealership again. But my freaking clockspring STILL needs to be fixed, and my daughter's Sportage needs the recalls done. We live in Parma; it's not like I can get a ride all the way back home and then back to pick up the car. I'm still reeling at being flat-out lied to. But let it be understood that I knew I was being lied to; I am not stupid.