Kia Service

My biggest challenge with the Kia Service of Carlsbad is their customer service. There are some things I cannot control such as how long it takes mechanics to fix my car, ordering parts, parts getting back ordered, etc. But when those things happen, I do expect a level of communication because of these delays. 8/10 times I can’t get a hold of a live representative. The only person that can give me an answer is my service consultant, Elizabeth. She is just 1 person but her team should be able to assist more than just say that they’ll “relay a message.” However even if I ask them to relay a message, I have no way of knowing if it has been told to Elizabeth. I have also asked for Elizabeth to call me before the end of the day and they didn’t happen either. I have had to physically go to the Kia location to get any answers when a short conversation over the phone would have sufficed, but again I can never get Elizabeth to get on the phone and her staff can’t give me an answer. It would be in management’s best interest to train their staff to be able to provide support to Elizabeth so that she is not the only one that can actually help me. Overall, the impression I have is that the service department simply do not care. I am at this level of frustration because of the last 8 months of needing to work with them, follow up constantly and continue to be disappointed. Part of their job is to communicate effectively, I have told them that this is my biggest complaint and I want to have updates. But that hasn’t happened yet. I have voiced my frustration to them and Elizabeth has made zero effort to do better, all in all it is exhausting to work with them and they are unreliable.

Oct 23, 2024 · Morgan Sandubrae

That service doesn't do their job properly. My car broke down in the middle of nowhere because they chance oil 10 days ago and didn't close it well. All the oil leaked for 10 days. Now i can't find anyone to talk because they said it is weekend. The other service wants me to pay the bill and tow. By the way car is 2 years old and under warranty. I have never go back that service

Sep 07, 2024 · Derya Ilerci

Fantasic experience! We were on vacation and our car window wouldn't roll up. They took a look (free of charge) and didnt have the parts to fix in stock and we needed to be home before they could get them in. They taped our window up for us and gave us the parts list to take to our local Kia dealership. Wish our local dealership was as great as this one!

Jul 20, 2024 · Dan Patchin

Absolutely stellar customer service experience. The gal who helped us (I'm that guy who forgets names, my bad. I wanna say Jennifer or Melissa but kinda hope that's way off and they know who it is because it's only one person I could be talking about) provided the best dealership service experience I've ever, well, you guessed it, experienced. Go there, not Kearney Mesa or Chula Vista (made us wait two hours for a safety recall part they didn't have in stock and then never called us afterward. They literally just held our car for 2 hours)

Feb 08, 2024 · Josh Williams

I have been going to this service center for years and always found the service to be good. However, as of my last visit 12/29, they have started charging a 3% fee for using a credit card. There was no warning there had been a change in policy, and Henry confirmed that they only started doing this 4 weeks prior to my appointment. Absurd. It cost $8 just to use my card. Unless they get rid of this, they’ve lost a long term customer.

Jan 01, 2024 · Christian Thompson

They take you on time and perform services in a very professional manner! I drive 45 minutes to get my Kia Sportage serviced here, despite other dealers being much closer. Very highly recommended!!

Mar 19, 2025 · James Bray