Rick Case Kia Duluth

“I scheduled a regular maintenance appointment online and clearly mentioned that my USB-A port was not working properly, causing Android Auto to disconnect repeatedly. When I arrived, I was told that the note about the USB issue “didn’t transfer” and that no technician was available to look at it. I was given another appointment 1.5 months later and reassured that it was under warranty, so “no worries.” I came back today for that appointment, and suddenly the story changed. The same advisor said that since I purchased the car used, the repair may or may not be covered because it could fall under a 36,000-mile “radio warranty.” My vehicle has 40,000 miles. When I asked if they could at least diagnose it to confirm warranty coverage, I was told that if it’s not covered, it would cost me $250 just to diagnose. After I asked to speak with a manager, the advisor went inside and returned saying it is “definitely under radio,” so it would cost me — yet they still couldn’t provide any repair estimate. This makes no sense. A faulty USB port being categorized as “radio repair” is questionable at best, and the inability to provide even a basic estimate is unacceptable. This is now the third Kia dealership that has avoided addressing this USB port issue in one way or another. The problem is widely documented online for the EV6, yet dealerships continue to dodge responsibility. The biggest issue here isn’t even the warranty coverage — it’s the constant change in information and complete lack of transparency. I’ve wasted months because of inconsistent answers and poor communication. Extremely disappointing experience.”

“I dropped off my car at 10:00 AM for an oil change, filter replacement, and tire rotation. The service took 4 hours, which felt much too long for such a routine job. Charles provided excellent, polite and friendly customer service — thank you to him. However, the organization and planning were poor, leading to unnecessary delays. It seems there may be issues with staffing or management. I hope you can improve turnaround times soon. I’d like to return if things run more efficiently.”

“My experience in this case was by far the worst car service experience I have ever had. Dealership or otherwise. The primary reason for that was lack of communication/response from the service department. Throughout my service, there were weeks that I called multiple times a day. Both to the direct line in my service advisor's email signature, as well as to the main number to be forwarded to the service center. I cannot recall my call ever being answered by a service advisor. Or even a manager when asking for one. I would instead be told each time that they will leave a message with my information and the advisor would call me back. I got my call back only one time if memory serves. I asked my advisor on that call if he had received my messages and he communicated that the number in his email signature does not go to him nor does he get those messages. This conflicts with what I was told by the operator on the main line. My car was in service for nearly 2 months for warranty engine replacement. At a critical juncture leading up to Thanksgiving, I was trying to reach my advisor to clarify my transportation options for either a loaner vehicle and/or reimbursable transportation. After a week of being ignored, I had to drive an hour each way to speak with my advisor in person to get the answers I needed. I submitted my request for reimbursement for the transportation services that I paid for out of pocket ahead of getting my loaner vehicle. Being without that nearly $500 during the holiday season was stressful. I only just now have received my reimbursement and only just over $300 was approved. This experience was incredibly frustrating. I am actively researching selling my Kia and buying another brand to avoid ever having to deal with Kia ever again.”

“Picked up my son’s vehicle yesterday and the repairs were only HALF done. They replaced a window but left off the tint, claiming insurance doesn’t cover it—despite the car being sold to me brand new with tinted windows. Now every window is tinted except one. Completely unacceptable. On top of that, the driver’s door handle cover wasn’t replaced. How does that get missed when you have to open the driver’s door? This is the SECOND time I’ve used this dealership for repairs, and once again they dropped the ball. This will absolutely be the last time I use them. There are plenty of cheaper repair shops that do better work. You expect a dealership to get it right, but they miss something every single time. Now we’re being told we have to bring the vehicle back—an hour away—after already returning the rental. So now transportation is an issue too.”

“Thank you Rick Case Kia for saving me 4500$ on my 16 Optima for the engine replacement. Shout out to Edwin he’s an awesome service advisor, he provided outstanding communication and service. Bring your vehicle here if you want it done in a timely manner with frequent updates.”