Parkway Family Kia

December 30, 2015 Parkway Kia Managers: I called on December 17th and made an appointment for December 28th at 8:00 am for my car to have a recall matter handled. The letter from Kia stated that the repair would take an hour and the man on the phone said 1 ½ to 2 hours. On December 28th, I dropped the car off at about 7:45 am. When I entered the service department, 3 men were standing around chatting and another came as I was leaving. At the time of dropping off the car, none of them mentioned being way behind or any reason why my vehicle would not be serviced at the 8:00 am appointment time. At 10:30 that morning, my husband called to check on the vehicle to find that it hadn’t even been looked at. For the next hour, I tried to reach someone in the service department to tell me what was going on. I left 3 messages for the service manager, Greg Mosely, who has yet to call me back despite the fact that he was in the dealership that morning. I also had the unpleasant experience of speaking with Elizabeth in the service department who kept telling me she didn’t know anything and then refused to tell me her name the first 4 times that I asked her for it. After telling me many times that she hadn’t been who I dropped my car off with, she hung up on me when I insisted on speaking with someone who could answer my questions. After calling back yet again, I finally spoke with Noe who only wanted to make excuses as to why no one had looked at my car in the 3 ½ hours it had been there. He kept telling me that he didn’t make the appointments and that he had cars in the bay that had been there since Thursday and Friday. Considering that was Christmas Eve and Christmas Day, that it highly unlikely. There were also no cars in the bay when I dropped mine off that morning. If they really were that far behind on their service, perhaps I could suggest that they should have been working on things instead of standing around chatting. His solution was to give me a smaller loaner car that wouldn’t work for our trip to a basketball tournament for the next 3 days. His solution was then to give me my car back without being able to guarantee that it would be fixed by end of the week. I made an appointment for a reason and do not understand why my time as a customer is not at all valued. When I picked up my car I was told that the appointment time does not mean anything. I was told that a call center makes the appointments and they have no control over it. This sounds like a serious breakdown in communication somewhere. If the service department is that far behind, then the people making appointments need to know that they cannot schedule appointments until they have caught up. We bought this car at the Sterling Kia dealership in Bryan and never had bad service. This is the second time I have taken my car to Parkway Kia and have had terrible service both times. We have enjoyed both of our Kia vehicles and were considering a new one for our 16 year old daughter, but considering the lack of professionalism in the service department we won’t even consider purchasing a car from here. One of the most disturbing parts of this visit is that while I was told repeatedly that they were so far behind on their work, it didn’t stop them from rummaging through both my center console compartment and my glove box. There was absolutely no reason for that. When I picked up my vehicle, I was promised by Noe who took my email address that I would receive a survey so that I could let you know how they had done and how to file a complaint about Elizabeth’s lack of professionalism, but that too has not come. My complaints are valid and these issues need to be addressed. This dealership seriously needs to listen to the messages it plays while people are on hold. For the entire 25 minutes I was left on hold I was told repeatedly that this dealership does what they say they are going to do and how they have done business on a handshake and their good word for years. Obviously they haven’t seen their online reviews and I wish I had before I trusted them with my car.