Matthews Kia of Schenectady

Don't bring your car to the shop! Our Sportage has been sitting in the service parking lot for over 2 months and they haven't touched it. It's our only vehicle and thought it would be a quick fix. Every time we contact them about it we get xxxxxx around and get told they would get started on it immediately. We've gotten our last 6 vehicles from here, but after this experience we will be done. At this point we have no idea what we need to do to get our car fixed, we've even paid them already for the work.

The service department is an absolute nightmare. They have had my vehicle since the first week of September 2025. It is now mid-November 2025 and they still have my vehicle. The service guy told me "it's a transmission issue and will be covered under warranty we just have to get the manufacturers approval". That was over 7 weeks ago. Still no progress. Still without a vehicle. I have to call weekly at this point for an update because God forbid they call me. The only thing they tell me is to "call back in one week and we'll have an update". Except they never do have an update. Every week it's the same story - "I have no update, call back in one week". I've asked for a rental several times and they said they'd get me one and they'd call me right back but they never do. At this point - I'm considering getting a lawyer and going for the lemon law AND reporting them to the BBB. Additionally, I've asked multiple times to speak to someone in upper management but even that they can't do. They should be ashamed.

Another disappointing interaction with the service department. A year after I purchased my 2023 sorrento hybrid I needed to replace the infotainment system because it wasn’t working properly. Now 1 1/2 years later I’m having another issue with with the replacement and they want to charge me $175 for diagnosing it in case there is something that would void the warranty such as “critters” chewing the wires(it’s still working so I don’t think there are any chewed wires). There is obviously something wrong that I have had 2 systems that have stopped working correctly but I shouldn’t need to pay for it to be diagnosed when the car is only 2 years old. In addition to this I am questioning the Matthews reward program. I’m supposed to be getting 50% off oil changes and the discount this time was the same as when I was in 6 months ago and the cost of the oil change was more this time. Also, I needed to go back in to ask if the maintenance reminder should still be coming up because they “forgot to reset it”. This wasn’t as bad as when they didn’t tighten the oil plug on my 1st oil change and all the oil came out 300 miles from home. This is my third Kia in the past 30 years and it hurts me that I’m seriously thinking of leaving Kia when I was actually thinking of buying a new one.