Service & Parts Center - Germain Kia

Service writer was great. Tech im guessing but so great. Big smear on front end that wife wiped off. Abd on bumper and chrome area around headlight. Scratch on headlight lense. Almost looks like they dropped something on the front end. None of this was here before going. Not sure if I'll go back. Previous experience was not so great either. Left in waiting area about 4 hrs for an oil change. Then they couldn't find my keys for almost another hour. Car was done for about 3hrs before I asked about it.

Had an appointment to get my car serviced this morning. Braden greeted me the moment I arrived. He had me checked in and in the waiting room in no time. My car was ready within the time promised. Braden came to the waiting room and walked me to my car. He had me checked out in no time! And my car looked beautiful!!! Braden had it washed! It looked like new! Braden is extremely nice and has an amazing smile!! He is a great asset to Gremain Kia. Thank you, Braden 😊

Very frustrating to have my car basically held hostage for days because no one could get my key. After dropping my car off someone called me to tell me the issue, I told them I didn’t want to get it fixed and he said he was leaving for the day but that I could come the following day. I called in the morning and tried to get my car and was told it was locked and I would have to wait until Tuesday (this was Saturday). As I had to work on Tuesday, I got in touch with the person who called me Friday and told him I would not be arriving until close to 6 but told him I would for sure be there and he said that was fine. When I arrived my key was again locked away and I had to wait. I also was told on the phone I’d be charged $169 for the diagnostic fee but for some reason had an additional $25 charge listed as “misc” that I have no idea what it was for 🤷🏻‍♀️ overall it was a frustrating experience.

I truly have never had a worse customer service experience at a car dealership. I had a small problem with my vehicle and it took over a year and seven visits for them to figure it out. Often they said they fixed it when they hadn’t, wrong parts were ordered, and they even kept my car for a month and still could not figure anything out. I called the service manager five different times, and he only got back to me one time. Finally, I had to escalate my complaint to Kia Corporate and after four months they were finally able to help me resolve the problem. I will say that my last visit, when they fix the problem was good, but nothing should take a year to fix, and it shouldn’t be driven by the customer to get it done. I had previously only owned Hondas and I’m not certain that I’ll ever own a Kia again with this experience. I certainly will be moving onto a different dealership for service in the future. I’d always heard the Germaine brand was very good, but in this instance it has not. Very disappointing.

Upon arrival to my service appointment, I was initially concerned that I was billed (as I was told the package/warranty I chose when I first purchased the vehicle included complete coverage for my first two service visits). The sales manager (Charlie) followed up with a phone call to rectify the situation and was kind, understanding and genuine. His customer service really stood out, as it is often not seen in the world of car sales. In regards to the service itself, Eric was overall helpful and communicated well. Timing of the service was as promised. Overall, I was satisfied with my experience.