Complaint Review: KIA of WOODBRIDGE VIRGINIA - Woodbridge Virginia

Kudos to service manager Dave who is knowledgeable, honest, courteous and helpful. 

Overall, this dealership merits not even one star (but we are required to designate at least one to publish) based solely on Manager John Fee and PR rep Tracie Mongold. We responded to our first post-service survey, and both Fee and Mongold went ballistic with defamatory emails (we retained a copy as proof) and vitriolic telephone calls (we started recording the call with notice as proof) within 24 hours due to the negative feedback we provided. 

SEE ALL THE COMPLAINTS AGAINST FEE IN YELP.

Some examples:

Their waiting room is filthy, with things all over the floor that got into our hair, our clothes, our hands, our feet, our shoes, you name it. They attempted to deny by claiming that we caused the filth. When we said that we have at least two witnesses who were sitting in the waiting room before our arrival who were the first ones to point out such filth to us, they said they have witnesses who could claim that we made a mess. We provided the first names of our witnesses, and said they could contact them. Naturally, they refused to provide us with first names of their witnesses or similar corroborating evidence and rather cowed out by saying that they did not want to go "tit for tat."

That is BLATANT DISHONESTY.

Another example: they have a small table and chairs for children -- yet nothing works. The chairs are broken, and the table is empty with nothing to do while seated there. The kids cannot even color or draw or write because it is not even a complete table -- the entire middle of the table (3/4) drops down into a bag. Obviously, this is meant as some sort of toy table and the attachments or toys are all missing. It would be meaningful if we could at least use the table for some purpose but, when the entire mid portion collapses so that you cannot place anything on it -- it is useless.

Another example: they have an easel for kids with markers. All of the markers are completely dried and not working. There are no writing or any other utensils in the entire waiting room for the kids to use on the easel. A rep named Heather approached us and offered to print out some coloring papers and to bring us crayons -- that was the only unsolicited offer of customer service during our prolonged, excessive wait. She later lied to Mongold and others about the unsolicited nature of such act.

Another example: they have a popcorn machine with no popcorn. We have never seen popcorn any of the times we have visited in the past TWO YEARS, yet they claim they make popcorn every Saturday (when asked during this most recent visit). ANOTHER LIE. We typically visit Saturdays and we have never seen it. And, if you are going to have an abnormal policy of providing popcorn only one day of the week yet you display a popcorn stand every single day -- give notice. Folks will have advance notice of policy. When we asked the man seated at the front desk to make popcorn, he said "I don't make popcorn." We finally located the help of another rep named Alan who kindly made popcorn for us.

We were only one of MANY customers who then partook of the popcorn and they all said the same thing: they wished the machine was full during their visits, and that they typically saw it empty. The popcorn machine was empty even after we provided both email and tel notice that our kids would be with us, and to ensure that the popcorn stand (since it is religiously empty) was full. At the very least, someone could have let us know before we arrived or kindly put up a sign saying popcorn only on Saturdays. Simple enough for a business to do rather than intentionally misleading customers in such a (non-family friendly, non-customer friendly) manner.

After we submitted our online survey, we did not expect to have to take further action. Whether or not the problems were remedied would not be an issue, but we were able to provide feedback that was explicitly solicited via email by corporate. However, all that changed when we received an unprovoked defamatory email from rep Mongold. Again, not only was the manager Fee totally unprofessional in how he chose to address said email, but he hung up the telephone (again, we gave notice that we would commence recording once he launched into a tirade, and within minutes he simply hung up) when we called to complain about the rep Mongold's defamatory email. That act alone justifies termination or demotion.

NOTE: The above constitutes just some examples of both the service and the setting. We would be spending far too much time on this review than we have during the Friday after Thanksgiving itinerary with guests, cleanup and tons of Xmas shopping before us.

We intend to raise all of this with the corporate office, and LET THERE BE DISCIPLINE.

Give your business to any other Kia dealership -- they are franchises -- before you give a cent to any place managed by Fee or represented by Mongold.