Ourisman Chantilly Kia - Ourisman Chantilly Kia - Horrible Customer Service

Posted on Friday, January 17th, 2014 at 10:07pm CST by Chris H.

Product: Auto Dealer

Company: Ourisman Chantilly Kia

Location: 4105 Auto Park Circle
CHANTILLY, VA, 20151, US

URL: http://www.ourismankia.net/

Category: Cars, Motorcycles, Boats, Vehicles

HORRIBLE, HORRIBLE Customer Service by General Manager

We were very interested in an AWD SUV, so paid a visit to Ourisman Kia to trade in my cherished 2007 Corvette Z06 for a Sorrento. I was instructed to leave my Vette with them for appraisal and take their Sorrento home to show my wife. Fast forward approximately 6 hours and we unfortunately could not come to terms on the price they were willing to give me for my trade-in (I was working with Purcell Johnson). I then walked out to my Vette and discovered that it would not start. Even worse, after the car was jump started by Kia personnel, a "Service Engine" light registered on the dash indicating a low voltage problem. Evidently when the vehicle was brought to the service dept for inspection/appraisal, someone left a door ajar, the hatch open, or similar.

When I brought this to the attention of the Service Manager, he told me that I would have to take the vehicle to a Chevy dealership to reset the code to remove the "Service Engine" light. Disappointed in the level of service provided thus far, I had no choice but to take the car to the Chevy dealership to both reset the code and recharge the battery, resulting in two hours of my time and a cost of $63.

I returned to the Kia dealership two days later and requested that they do the honorable thing by reimbursing me the $63. This is where Mr. Billy Brown, General Manager, informed me that he would not reimburse me. In fact, in the middle of our conversation, he actually turned around and walked away from me in mid-sentence. What a Professional! What a Manager! Additionally, Mr. Purcell Johnson, a Sales Manager, literally stood by and watched and allowed this to happen. Based on both Managers' lack of accountability for correcting a problem that occurred while my vehicle was in their care and possession, coupled with the unprofessional manner in the way Mr. Brown dealt with this issue, I would not recommend bringing your business to this dealership. If such a small issue as this cannot be rectified, what might happen if assistance for larger, more complex problems is needed? It clearly appears that business ethics takes a back seat to profit margin.

I reported this incident to Kia Customer Support with no success, with the reason given that each dealership is privately owned, so all Kia Corp can do is strongly recommend corrective action. Again, if the corporation will not support their customers in matters of dealership negligence, what level of support do you think you will get if you feel that you have been wronged by one of their dealerships?

Kia has lost a customer for life. I strongly encourage folks interested in Kias to exercise extreme caution when Billy Brown enters the negotiating room.


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