Tom Dolan's Reno KIA

We have had 9 Dolan dealership cars over the last 30+years so lots of experience with their service departments (Toyota, Lexus and now Kia). The Kia dealership has seemed to go way down hill in the last 8-9 years that we’ve had Kia cars. It takes 4-6 weeks to get in for an appointment- even if it’s a simple oil change.. if I call the service department with questions, I don’t get a person on the phone but rather ‘Stella’ the digital assistant. Our most recent appointment for service took the usual 4-5 weeks to get an appointment. When I showed up in the drive up, wasn’t greeted but any of the 3 service advisors sitting there - all 3 staring at their computers . Then it took 8 hours and 20 minutes to get notified of diagnostic findings! So obviously it’s close to 5pm and car isn’t going to be fixed today. (Leaky shock- but seriously it took over 8 hours to tell me that??) I got a video thru a text message of the issue and I responded back with a question. No call or text back. Kyle, service advisor responded back to me on different text (from when I checked in) and called me., only to tell me that my car is no longer under warranty as I’m 1,000 miles and change past 60,000 miles??? Well geez, if it didn’t take 5 weeks to get an appointment would I be under 60,000 miles? So we argued that point the next day.. another 6 hours goes by and no word from anyone . Later that afternoon, I send another text asking if there was any word back from warranty department.. well, yes there was.. but they would only replace one leaking shock- not the second one that was recommended to be done at the same time. I tell him at 230pm on day 2 (after receiving word from warranty department) to go ahead and replace the one under warranty. No word back from anyone. Going into day 3 the car is there and about 10am I text to ask for status on the car.. it hasn’t even been started??? Car has been there since Wednesday morning at 820am and nothing has been worked on at 1030 Friday morning .. I text back to get it ready for pick up as we will take it elsewhere! I do not recommend anyone to get a prepaid maintenance plan on new vehicles from Kia either as we had done on our telluride in 2022 because it takes multiple weeks to get an appointment for regular maintenance. Then when there is an issue, I can’t even get a phone to or from an actual person and have to communicate thru text message from various numbers. This is definitely the worst service experience we have had thru the Kia dealership and we own 3 Kia’s currently .. very very frustrating experience! I do not recommend them to anyone!

Clean environment , they let you know on video what they are doing when servicing your vehicle . Aaron is awesome !!!! I trust them with my car and trust is Very important.to me as a customer . Highly recommend .

I have been bringing my Mazdas there for a few years now and have always had excellent service. No complaints. They have answered all of my questions and gave me a clean car or gave me a charge for the plug in.