Robert Brogden's Olathe Kia Service Department 130 North Fir Street, Olathe, KS 66061

"Brought my EV6 in for 2 different services. They are near my office in Olathe. Had a bad experience at Oakes Kia. Was pleasantly surprised that Robert Brogden does wjat they say they will. Have been able to get appts on short notice"

"#3 Survey After taking our KIA Telluride home, we were blasted at least 6 times that we can remember with filling out the survey and receive $100 gift card to our favorite restaurant. My wife and I chuckled at eat time, as even though they were trying to buy our survey which is actually true because in each of the reminders stated "give us a perfect score and receive a $100 gift card." After all the issues with car #1, car #2 process, people and finances, there was no way I was given them a perfect score. I didn't even want to fill it out, just be done with them, and wipe my hands. Then it became time to actually get my tag for the second vehicle. Remember when I said on #1 where Paul stated we would take care of it. What he meant was they would process it but we would still need to pay the taxes on the first vehicle, then get a credit when it was turned back in for the 2nd. Yep, NO! After repeatedly trying to get a hold of Paul or finance, I was frustrated. The phone system was messed up and the # directed you to which departments wouldn't work. They wouldn't call you back and the receptionist was all over the place with transferring and writing down the information. However, I probably will defend the receptionist as she was trying and basically has been set up to fail in that environment. Finally got a hold of finance and Paul and explained to them in plain terms, I wasn't paying another dollar. They said they would pay, I've paid and over paid, therefore take it out of that money and if its more than $1000 I would pay the difference. It wasn't, it was like $600 and change. Long story short, I didn't pay anther dollar because they already made a boat load from me. The car was registered without issue. Then I wanted to cancel that extended warranty for "digital" events. $2100 or something. Again, it was a nightmare trying to get a hold of someone or having them call me back but finally did. Finance told me what to do and I asked several questions. 1) Will my payment go back to it was on the first one once the extra cost is removed? YES, was my answer. 2). How long will it take. Probably start looking at 2 weeks but then up to a month. 3) How much am I getting back...it's based on mileage and time therefore I don't dispute the calculation. I sent all the paperwork and received confirmation of receipt. three to four weeks later, received my payment and nothing changed. I sent a follow-on email to the confirmation email to the same person, Roger. No response. Over 8 days and four emails I didn't receive a response. Customer First. LOL Then I have to go through the painful process of the phone call. The receptionist took my information, very polite as they were with someone. I was called back within 30 minutes, and I believe they let it ring three times before hanging up and not leaving a voice message. I couldn't pull it out of my pocket soon enough as I was in the middle of a task. I called them back, and my patience was done. The receptionist transferred me to service after saying my name. I then called back again, and she when and got the manager who was apparently a newer employee. He unfortunately had to take the brunt of this entire disaster. During the call I looked at my email and Roger response after 8 days, 3 calls and escalation to the property manager was and I quote: "My system states that the protections have been cancelled on my end, Mr Handlin. No apologies nothing about we should have been quicker to respond. Nothing. Takeaways: 1) Avoid this dealership at all costs, because it will cost you. 2) If you go there, I strongly advise you to not go into their trade program 3) Expect poor customer service, you are not priority, but your wallet is. 4) There are other options to buy a KIA, search for them. Look for #4 didn't have room"

"#2. We finally had all of our paperwork, exhausted and left for back home. The only nice thing about the experience was we loved the KIA Telluride. So what else could happen. Remember the "up to 3 months" for the ordered vehicle. 30 days later I received a call. Mr. Handlin your vehicle is here. WHAT? That would mean it was already in the USA at some port. I understand they wouldn't have direct account for which vehicle was being assigned when I was in there, however it was assigned soon after for the shipping to fulfill their order. They knew there were so many in the country, they knew when it was assigned. What makes me extremely upset is I would have waited on not entered in the program which cost me $4K+ more for 30 days. Customer first right? We told them we would be up that evening to pick it up. Paul stated he would put it in service and have it ready for us. He asked if we had it tagged. NO because I had a 45 day temp tag, and it was supposed to take UP TO 3 MONTHS. He stated they would tag it and just have me sign something. When we got there, the vehicle was out front. You would have thought the paperwork would have been waiting. NOPE. We waited. Paul was up to his best friends forever approach. I wasn't in the mood. My wife didn't even want to be there. What an atmosphere to create for the vehicle buyer. Finally was directed into the finance office and it just fell off the rails. I questioned several of the charges. Remember the warranty transferred 1 to 1. no problem. However they were wanting to charge me all the "admin" charges for buying a new car. You know the money they get from us to use templates, fill out a couple of lines. That was another $1000. Then some additional fees for the new vehicle. Remember in #1 where I said you enter the program then you are supposed to trade...the trade was MRSP to MRSP only...they don't tell you about the hidden costs. I paid to get into the program, therefore I shouldn't be paying to buy the second car. I already bought the second car. If there was a difference in MRSP yes, I get that. Then Paul was called in because something happened on the finance screen that prompted him. He came in and began to pitch another warranty. After a 20 minute discussion and push back I got it. I wanted to get out so bad. My wife's anxiety was through the roof and she had to leave the room. I signed, extremely upset. Remember #1 on the process for set up that was in question. Well it was in question again. Same person came out on his leisure (we were ready) to set up our phones to the car so we waited and had some weird small talk. That was done and finally I could drive away with my vehicle. Again the only great thing about the day. We finally had our vehicle and we were done with that dealership, so we thought. On the way home, we notice an incredible amount of protective stickers still on the trim, mirrors and we found trash, actual snacks trash under the seats of this brand new vehicle. Remember they had over 6 hours again to have our car ready. Nothing hardly was done. Remember, customer's first. So what could happen now? Read #3."

"Service writer tells me to get an oil change for a knocking engine. Then couldn’t get anyone to answer or return call when I found out the engine was bad. Finally got it in. Took two weeks to get the ok for new engine then gave me a dirty loaner that didn’t run right. Took it back to get another. Tried giving me another loaner that the dash was covered in sticky stuff and hair. Thought this place was getting better but doesn’t seem to be."

"I love this dealership! They have the greatest people! Ask for Paul, he helps me every time."