August 16, 2019

SALES VISIT - USED

Extremely poor customer follow up. serious mechanical issue with the car I bought only 6 weeks later. Kia blames the make of my vehicle, telling me they don't like selling them because serious mechanical issue with the car I bought only 6 weeks later. Kia blames the make of my vehicle, telling me they don't like selling them because they know it's expensive to fix, and suggesting I blame the make, and not their lack of inspection. Ensures me that a proper " safety" inspection was done, but then admits that the belt that broke, is not part of their inspection, because they " don't consider it to be a part of the safety inspection" (??) ( it was the A/C compressor belt, that also runs the water pump. I can understand them not considering the A/C to be a safety issue, but the water pump certainly is, and you cannot run the car without it) I also found out during the repair of the above, that the back rear brakes needed not only pads, but rotors as well, as that the grooved condition of the rotors, meant that this was obviously not something that happened within 6 weeks. There is only 20% life left on the brakes. Kia should have replaced those prior to the sale, as any other dealership would have done. However their General manager told me " it passed our safety inspection" When I asked him for the measurements, he said " well I don't have them at my fingertips, but I can assure you, it passed" I asked if it had been perhaps just a visual inspection, rather then an actual measurement, he could not answer that. He not only refused to take responsibility for any of mechanical issues, but took a week just to simply call me back. I had left phone calls, and emails. ( I live out of town, and was not able to visit the dealership). Each time I was told he was either " not in the office", or had " left at noon", but assured my message was marked " urgent", and that he would respond. Only when I posted my complaint on social media, did someone reach out to me, and it still was not the General Manager, who Id been asking to speak to. When Mehdi, the General manager finally called me, he was so condescending, and defensive, and he refused to except consideration that their inspection had been sub par. Instead, insisted that the dealership who fixed my car, was only telling me that, to gather my business for future repairs. ( he also then went on to tell me that the reason my car was so expensive to fix, was because it was a Volvo, and that's in fact why they don't like to sell them, and try to have you buy extended warranty) And while extended warranties are never a bad idea, in this particular case, if an appropriate and proper safety inspection had been done, there would be no need for extended warranty for the type of repairs that were needed . I have now asked several times for his response in writing, so that I may escalate my complaint. I have yet to receive that, even tho I sent a follow up email to request yet again. When i spoke with him directly, and mentioned I would need this, and my reasons for it, he laughed, and said " well I don't know what type of escalation you think you can do, we will not be paying out for any repairs, do you think I'd honestly pay another dealership to fix your car?" His unprofessionalism, and lack of quality customer care is appalling. To take SO long to respond to a complaint, and then only do so because it was posted on social media, is such a poor showing of management skills, that I am actually curious how he is in the position he is. Never mind that once he finally replied, he was so abrasive, and condescending. To laugh at someone who has just had to spend 2400$, on a repair, and is clearly upset at the fact that this would have been a non issue if they had done their due diligence, is inexcusable. He tells me they do the same point inspection that all dealerships do. That is not true, I have called several to inquire, and all have stated that belts and hoses are definitely part of safety inspection. The way that dealership, and particularly this General manager has chosen to deal with this, and the time it took, is unforgivable. I would never recommend this dealership to anyone. I don't know whether he hung up, or we were somehow disconnected, but the call ended abruptly. I tried to call right back, but to no avail. This General manager needs to take a long hard look at his customer service skills. As even if he doesn't agree with the complaint, he has a long way to go in knowing how to deal with things respectfully, professionally, and in a timely manner More

by appalled

Customer Service

Quality Of Work

Friendliness

Price

Recommend Dealer

No

Employees Worked With

Mehdi Moghareh, James Green, Cody Francoeur

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Aug 18, 2019 -

Kia Richmond responded

It is always a difficult conversation and situation when a vehicle has a repair. Especially European import cars that often have a larger cost of repair than other automobiles in the market. I totally understand your frustration being that you had the car for 6 weeks and drove approximately 4,000 kilometers in those 6 weeks. I hope you can understand that the average driver would take almost 3 months to put 4,000 km worth of travel on a vehicle. I would ask you to consider this when you are assessing this situation. With regards to a proper safety inspection. Every client who purchases a pre-owned vehicle from Kia Richmond receives a vehicle that has had a full inspection ensuring safety and functionality. Your 2012 Volvo with less than 90,000 km was no different. Tires, and brakes, were measured, and the vehicle was inspected. Yes, with any pre-owned car a dealer has an option to replace all kinds of items such as brake pads, rotors, tires etc.... Where I want to be clear to hep us get on the same page is as follows: You came from out of town to our destination location to see a pre-owned vehicle. you came because you love Volvo, and because we had an attractive price. You bought because we negotiated the price to well under market value and sold to you at a wholesale price. Be aware when a dealer makes a statement that "they would have Replaced Brakes and Rotors" if they sold the vehicle may very well be true. However, the price you would have paid for the vehicle would have been much higher as a vehicle with brand-new brakes and brand-new rotors would cost more than a vehicle without. There was no smoke and mirrors in your purchase, as you were provided with an inspection report that indicated the wear of the brakes, and this amount of brakes remaining was enough to satisfy passing safety. You confirmed in your email and review that you were provided with this document at the point of sale and that you shared it with Volvo. You had a repair on your vehicle and that is unfortunate. In the pre-owned car business, no one has the ability to predict what will and will not fail in the future. We simply have the option to address what requires immediate resolution, and make sure documents are provided as such. The part that failed on your Volvo was viewed during inspection with no signs of undue wear or cracking on the auxiliary belt and no sounds from the engine to indicate trouble. Yes, we did ask you if you had in fact questioned Volvo as to how one of their top model flagship SUV's would have such a failure at only 93,000km. I would think that you would want some explanation if this is a common issue or not. I would also be curious if you have researched the history of this failure online, as you did choose to tow your vehicle to them instead of to us, the shop you purchased from (the car did break down here on the mainland aprox 40 km away). We totally understand you live out of town and bringing your vehicle to us is not convenient, unfortunately any help we could ever offer in this respect would be service provided in our shop. I think that makes sense. You did have the option to call us before proceeding with the repairs and inquire what our cost would be and if we had any resolution to offer. You elected not to. Having a mechanical break down on a long weekend is not an ideal situation. I would like to offer you some insight into how it took some time to get back to you. During this August long weekend holiday both your Sales associate and the General Sales Manager had scheduled some of their annual vacation time (these were the people you chose to reach out to). With respect to our GSM, any of the times he was in the building during those days were simply one-off visits to address specific issues during his vacation. I accept that our communication time back to you was delayed. I also suggest that if you have an urgent matter that requires immediate attention describing your needs to our reception would have landed you on the Phone with a sales manager whose role and responsibility is to deal with these situations. Please accept that if the dealership is open there is always someone available in a leadership role to assist clients. This would have been immediately resolved had you have considered raising your concern with the manager on duty. This is in fact how and why James Green reached out to you in response to your social media review. Any further delay was subject to your dialogue that implied you were seeking resolution from the VSA. This type of complaint requires a different level of response, and you decided to pursue this before even notifying us there was any issue at all with your Volvo. From your initial communication to us it was apparent your vehicle was back on the road, and that your desire was to fast track and seek assistance from the VSA. This, as mentioned above puts your request for communication into a more delicate category due to your choice to involve the VSA. Every business has a process regarding how they deal with resolutions. I understand your choice was to request to speak to the General Sales Manager. Our dealership has a path of escalation, and the General Sales Manager is not the first point of contact. This is the same with most business as you have a front-line team trained to deal with situations and only once this is exhausted should things be escalated to senior supervisory individuals. Any choice to circumvent this process, will result in delays. We did ask you to provide any documentation you have to support the measured brake pads and rotors completed by Volvo. We asked for this to be clear in showing exactly what the findings are, to validate the findings, and to specify front and or rear. You indicated this is all verbal communication with the service department at Volvo. I am sure you can understand why such claims would have to be validated in writing. Unfortunately, you could not produce this in writing or in any formal manor. The reason we asked you to provide documentation was to politely make you aware that if the dealer is not giving you this in writing you may want to exercise some degree of skepticism. Officially I want you to know we sold this car in good health with no issues. We did our due diligence, and in responding to your claim that there is some way to have predicted this failure through an inspection is not logical. I do not think you will be able to find even one licensed mechanic to provide an official documented opinion that this failure could have some how been predicted. you yourself even indicated that with no warning signs the vehicle suddenly began to smoke with an awful smell. Further more you drove over 4,000 km on your Volvo in a short time period, and in doing so there would be brake wear as well as daily wear and tear on the components of the vehicle. Any number of factors can impact this such as and not limited to, towing, to extremely lengthy road trips, running the vehicle in extreme Summer heat and so on. You did indicate you reached out to the VSA to resolve this complaint. You are correct that you must reach us in writing first. However, you do have to also request in your writing exactly what it is you are asking for to satisfy your resolve. I will Save you the back and forth and be clear the Kia Richmond will not pay to you any monies or costs incurred from the repairs performed to your Volvo surrounding this incident.

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Aug 20, 2019 -

Kia Richmond responded

We have received and responded to your experience. We did try several times to reach you and had a tough time to reach you on the phone. When the call was disconnected we did try to reach back to you unsuccessfully. You do have the official written response you requested. We ask that should you require further assistance for this matter or any other that you request the available sales manager on duty and reference that you have been dealing with James Green. All of our Sales Managers are empowered to resolve client issues and immediate response is available 7 days per week.

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June 28, 2019

SALES VISIT - NEW

Good buying experience The staff at this dealership were very friendly and helpful. There wasn't a lot of waiting around to get the deal done. Financing was a breeze. The staff at this dealership were very friendly and helpful. There wasn't a lot of waiting around to get the deal done. Financing was a breeze. More

by newcar Bernie123

Customer Service

Quality Of Work

Friendliness

Price

Recommend Dealer

Yes

Employees Worked With

Cody Francoeur

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May 01, 2019

SALES VISIT - NEW

Excellent customer service My experience with Winson was good. Very friendly and he was always open to help with anything that was needed. Was very clear with matters regardi My experience with Winson was good. Very friendly and he was always open to help with anything that was needed. Was very clear with matters regarding a new vehicle that he was trying to sell and with a lower interest rate. Good conversation as well during the test drive I had. He is very personable and presentable while maintaining professionalism. I would recommend Winson for a salesperson because he is clear and friendly as well as helpful. Also shoutout to Mehdi and all of the Kia team in Richmond very great customer service. Have been dealing with them for about 1 year. More

by Laselecta

Customer Service

Quality Of Work

Friendliness

Price

Recommend Dealer

Yes

Employees Worked With

Mehdi Moghareh, Winson Li

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April 24, 2019

SALES VISIT - USED

Danny was the only breath of fresh air in a sea of lies Danny (which I rated 5 stars) attempted to diffuse a horrible situation, but was ultimately hand-cuffed by the impotent, greedy, and irresponsible gen Danny (which I rated 5 stars) attempted to diffuse a horrible situation, but was ultimately hand-cuffed by the impotent, greedy, and irresponsible general manager, Mehdi Mogareh. The dealership management I dealt with (Mehdi Moghareh, Patrick Namuco, & Jimmy Chang), besides Danny, outright lied to me, took my money and then sold the vehicle out from under me for a better profit to them, and then tried to up-sell me after the occurrence. My advice to Danny is to move forward and find a more competent, honest, and responsible dealership to work for. More

by Robert

Customer Service

Quality Of Work

Friendliness

Price

Recommend Dealer

No

Employees Worked With

Jimmy Chang- zero stars, Mehdi Moghareh, Danny Motahari, Patrick Namuco

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April 15, 2019

SALES VISIT - USED

They did what vancouver kia failed to do Remember the jingle, "?The end of the runaround, at Downtown Toyota..?"? Well this was, '?Only the runaround, at Vancouver Kia..?" I found a 2015 Remember the jingle, "?The end of the runaround, at Downtown Toyota..?"? Well this was, '?Only the runaround, at Vancouver Kia..?" I found a 2015 Sorento SX Thursday on Craigslist posted by Donald (AKA: Qui Dong, salesperson for Vancouver Kia) for $19988, Contacted Donald and after a few back and forths he said the $19988 was a special price (?), and it had gone back up to $22988, I was obviously concerned by this price increase, and hesitant to move forward but he asked if I would come look at it "today" if he could offer the $19988 special price..I told him I had work right through till Sunday, and he assured me I could come in to take a look at it Sunday, as long as I put a $500 refundable deposit down with a credit card to show I was Interested. He satated if the car wasn't to my liking the deposit was fully refunadable, so I gave them my AmEx#. Saturday night at 5:53pm Donald texted me to let me know the car 'was being detailed at Richmond Kia and they couldn't get it over for me to see Sunday'.. was I available Monday or Tuesday..? I replied that it didn't matter if it was vacuumed or not, I just wanted to test drive it.. I stated that it's been listed for almost a month, and if it wasn't detailed yet, something was wrong. Donald agreed to the original meeting time on Sunday, said the vehicle would be there, and special price would be honoured since I put down the deposit. Sunday comes, we show up at kia marine drive, wait about 45 minutes for Donald to finish with other customers and he comes over to let me know that the vehicle isn't there.. he says they share stock with their sister dealership in richmond, he would drive us over to take a look at it.. I press the matter, ask why suddenly there's changes to the promise the vehicle would be at Vancouver kia, he lets me in on the fact that Richmond wouldn't let the car come over for the test drive. I thank him for his time, let him know I wouldn't be wasting any of his, and we leave. My friend and I drive over to Richmond Kia, we walk in the front door and spot a fellow in a suit and say, Are you a salesperson? He looks kinda weirded out but says, "Yes?".. I ask, "Do you wanna make a sale today?" He looks way less weirded out and says, "Yes!:)" (yes, his voice felt like it had a happy emoji in it!:) This was Winson Li (he was an awesome sales advisor, btw!) He mentioned that everyone else had balked at the silver racing stripes on the hood - whilst I had started to like them.. I was personally invested in this xxxx vehicle!! My friend and I do the test drive of the vehicle, telling Winson all about the jerking around Donald gave us, and after a short test drive (car was almost out of gas, so really couldn't get out to hwy 99..:( we came back to the dealership and got through the whole sales back and forthing (I had pre-qualified with my credit union @ 4.48% and Kia Richmond offered me 4.99 + $795 finance fee so no thank you:) then the sales manager, Patrick Namuco, came over and gave me a 23988 price with no trade, cash price (which is $1000 more than it is currently listed for on Craigslist after donald jacked it up from the 'special price', so even though I have a feeling that was their first "best offer".. I had had more than enough screwing around, I thanked them for their time and left before I got absolutely fed up and lost it with the screwing around. So Patrick- if it languishes for a while and you are able to sell it for the original $19988, Winson has my email, name, drivers license.. and everything else.. I really liked it- call me maybe:) More

by strutin

Customer Service

Friendliness

Price

Recommend Dealer

Yes

Employees Worked With

Winson Li

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November 22, 2018

SALES VISIT - NEW

Almost Like Family Came in there after just crashing the first car I bought from them almost a year ago. They were extremely helpful in helping me navigate the process o Came in there after just crashing the first car I bought from them almost a year ago. They were extremely helpful in helping me navigate the process of getting a new car (like REALLY brand new I walked out with a KIA 2019 Forte EX). They helped with everything from getting financing for the new car, dealing with what was left of the loan of the old car shout especially to Liam and Chris who had to deal with me for a good 4 hours to help me through everything. My Mom and I have been going to them for years (shes bought 3 cars from them in total) and I don't think we could ever change. More

by RLagdameo

Customer Service

Quality Of Work

Friendliness

Price

Recommend Dealer

Yes

Employees Worked With

Chris Haverland, Liam Pidsosny

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November 20, 2018

SALES VISIT - NEW

First Car Buying Experience Currently a new owner/buyer of KIA. I bought an Optima from KIA Richmond and it was a very smooth process. Though it was the last one, the KIA team ma Currently a new owner/buyer of KIA. I bought an Optima from KIA Richmond and it was a very smooth process. Though it was the last one, the KIA team made sure it was under my ownership. I was treated very well from James and Kong as well as the additional team members who assisted me when both of them were absent. Credits to Liam and Kamran for providing that assistance. If its your first time at KIA Richmond, I highly recommend any of the names I have mentioned above to help you find your vehicle. Additionally, the entire team is very interactive and respectful and wants to do their best to provide our needs. For a step by step process, James was very engaging when I first entered into KIA and provided me with excellent customer service and allowed me to try the cars I needed. Additionally followed up with Kong who provided me excellent communication via email and phone (even when he was not working he continually assisted me with my questions). Kamran stepped in on the day that Kong was absent, to help answer the questions I needed. After the vehicle was bought, Liam gave me excellent information on how to work with the technology in the vehicle and gave me great insights on how to keep the car in good shape. Overall, I recommend this team for your future KIA purchase! More

by jkwfong

Customer Service

Quality Of Work

Friendliness

Price

Recommend Dealer

Yes

Employees Worked With

James Wu, Liam Pidsosny, Kong Vu, Kamnran Sobhani

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November 15, 2018

SALES VISIT - NEW

Kia Richmond gets Top Rating First class treatment from start to finish. June was our knowledgeable and friendly sales person. Kamnran greeted us at the door and professionally an First class treatment from start to finish. June was our knowledgeable and friendly sales person. Kamnran greeted us at the door and professionally and fairly walked us through our purchase. Gerald, in service, patiently researched and made price comparisons for us. Best car buying experience we’ve ever had. More

by Soulpatch

Customer Service

Quality Of Work

Friendliness

Price

Recommend Dealer

Yes

Employees Worked With

Jasmine, Gerald Kalanuk, June Leung, Kamnran Sobhani

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October 12, 2018

SALES VISIT - NEW

New Vehicle Bought a new vehicle last month. Was very happy and pleased with the service and attention. Credit goes to the dealership and staff, especially ADAM Bought a new vehicle last month. Was very happy and pleased with the service and attention. Credit goes to the dealership and staff, especially ADAM, KATHERINE and LIAM. Very hands-on and made sure everything went smoothly. We have owned many KIA vehicles and will definitely buy another one, if the opportunity arises. More

by Macy

Customer Service

Quality Of Work

Friendliness

Recommend Dealer

Yes

Employees Worked With

Katherine Morin, Liam Pidsosny, Adam Buckley

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August 26, 2018

SALES VISIT - NEW

Buying experience I bought a 2019 Kia Sedona Lx+ today at Richmond Kia today. Paul was very friend and helpful. Chris explains the new car protection plans and extened I bought a 2019 Kia Sedona Lx+ today at Richmond Kia today. Paul was very friend and helpful. Chris explains the new car protection plans and extened warranty very clearly. More

by carloslam4

Customer Service

Quality Of Work

Friendliness

Price

Recommend Dealer

Yes

Employees Worked With

Chris Haverland, Paul Xie

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