Texas Vehicle Inspection Station In Austin

Speaking only about the service department; Repair itself seems appropriate, more so disappointed with the lack of communication and clarity during the entirety of the process. Vehicle was dropped off after hours on a Tuesday, called Wednesday to make sure it was received. Was told it wasn’t checked in yet and a service advisor would contact me once it was, and to expect 3-5 days for it to be diagnosed. That was alarming but I get they may be understaffed or overwhelmed. Confusing though, as I had booked an appointment for the drop off, which would lead one to believe they had the ability to inspect the vehicle sooner than 3-5 days later. Anyway, no call or messages, so I call again Friday afternoon approx 3:30p. I’m assured the service manager will call be back before closing time at 6p. No call. Saturday afternoon I get a text alert that it’s been diagnosed and requesting approval for repairs. I call again and ask for a call back, and approve the main repair via the automated text system. No call back still. Monday afternoon I finally receive the first call from a service advisor since the vehicle was dropped off- 6 days. It took 6 days and 4-5 phone calls/requests for a return call before someone finally contacted me. It’s not the worst experience at a dealership, but enough that I will try a different one for maintenance and service issues before I go back to Group 1.

Set up a appointment 4 days before dropping off vehicle for oil and eng diagnostic ck. So when dropped off car 2 days past and got info for other services needed. So I picked one more service. And they said that a service or someone at the desk will contact me. No did after I called for 2 days and was told the someone will call you back shortly never happened so now one week since dropped off I called one person said no car was not ready, then put me on hold and said oh yes it is so went today to dealership payed and they mentioned that I declined other services and I said yes because I didn't want my car in shop for another week just for a transmission flush and brake fluid flush. It was about the price it was the customer treatment and no feedback.

Our car was towed in Tuesday because all lights on the dashboard were on and it would not drive. On Wednesday we were told it would be 3 to 4 days and that it would be covered by warranty. I asked them to double check because the issue with my car 2 months ago was not covered and they said they would double check the system. They confirmed that it would be covered under warranty. On Thursday I got notification that my car had been unlocked, so I called again for an update. The person said that the car was currently in progress and the technician on my car would call me with an update. I did not receive a call so I called the Service Center again on Saturday. The gentleman today said that my had NOT been checked yet and that based on the queue it wouldn't even be looked at until Tuesday, a week after it was towed in. When we asked why we were told that progress had started he said he didn't know but that there be no update until probably Tuesday. We did express the hardship that this causing our family and that the changing timeline is causing hardships for us. There seems to be no recourse for the disorganization and what seems like outright dishonesty. We were told a manger would call, but we received an email from the assistant manager the next day. Moving forward I kept all communication in writing due to the earlier issues. On top of the time frame, it took almost a month to get my vehicle back, there were surprise fees that were not communicated to me until the pick up of the car totaling over $500. When I expressed my confusion I was told either pay $500 or don’t get my car back. This was on top of a $3000 radiator issue that was not covered under warranty. In a little under 2 months there was over $9,000 in needed repairs. The customer service was by far the worst I have ever experienced and will never purchase another Kia. If I had been told of the additional amount up front I would have had my car towed to somewhere else that was quicker and cost less money. In contrast I’ve had my 2015 Honda Pilot for 11 years and had minimal repairs that my husband could fix. Before that I had a used a used Hyundai Elantra for over 7 years with no need to go to the mechanic. My 2023 Kia Sorrento has needed more work than any vehicle I have ever owned, it’s neither safe nor reliable.