Hendrick Kia Service of Cary

"I've noticed that a few 5-star reviews, many without comments, seem to show up whenever there are negative reviews to make sure their over-all star rating stays over 4 stars. I have a recall on my Kia and TWICE in 2018 I took time off work to have the recall repair done, and both times they told me when I got there that they "had to order the parts" - even though my appointments were made weeks in advance. If Dory is still the service manager there, RUN, don't walk, from getting any services done here. When I refinanced my leased Kia to buy it outright, I was sold a package of free oil changes, but even though I'd arrive when they opened, I would still be sitting there two hours later, while several other people came and went. The sales people were great - but I will never let the service department touch my vehicle. As for the recall, I never got the repair done because Hendrick Kia Service Dept, quite frankly, sucks."

"Always a great experience with the service department. John Sullivan has been extremely helpful to work with. Always a pleasant experience from scheduling to quick turn around service time."

"Consistently terrible customer experience over multiple months. I had a car whose engine broke down but was covered under a recall and took it here for service. The amount of times I had to call and aggressively pester for any sort of updates on when the car was even going to be diagnosed was ridiculous. And then more so to get any sort of updates on when it was going to be fixed and how to get a rental car through the dealership as they stated they would provide. This entire process took multiple months of me calling multiple times a week and getting no response from my assigned service rep. After the install finally takes place there are some issues with how the car is running so I take it back there hoping it was just the one case manager who was unresponsive, but that was not the case. It was the same story with the second different person I worked with. They seemed to never be in the office or available to be reached, but if you got stern and insisted you were going to stay on the line as long as necessary until you talk to someone they would magically become available within a minute or two. No one would ever return my calls no matter how many times they said they would leave an urgent message to immediately call me back, except when they discovered that we needed new brakes and then they called me two or three times a day for a few days when they saw the opportunity to get money out of me. And even then, the quote they had for brake replacement was over twice the cost at other repair shops. None of the case managers seem to even work there by how impossible it is to get a hold of anyone and get a simple sentence of information on what is happening with your vehicle."

"I had to stop in quickly for tire inflation. I had injured my back and could not get out of vehicle. John Sullivan was on it immediately and had a tech inflate all tires. Great service Thanks."

"John Sullivan is an asset to the team. He is sincere in his approach and that's just not common nowadays so I appreciate his "above & beyond" customer service. There was an issue with my car and it wasn't being detected in the scan thing they do. He never gave up until it was finally fixed. They had an idea what it was but I said no, then we got confirmation that he was correct. I will be going here from now on. Thank you John and team!"