Kia of North Austin

Customer service was exceptional. Quick, very professional service managers, easy communication. Turnaround time for car service is also impeccable

Very poor experience with financing. During the loan process with our Finance Manager Chris, a $3,800 warranty was added to our contract without our consent. Chris casually stated that he had given us the warranty. I specifically asked what the catch was, and Chris assured us there was no catch. Based on that representation, we reasonably believed this was being provided at no cost. It was not until we reviewed our paperwork at home, which was missing several pages (including the page with the final financed amount), that we discovered the warranty had, in fact, been added to the deal and financed. When I went to the dealership the next day to correct this, Chris initially told us there was nothing he could do (which was ultimately another falsehood from Chris). Alarmingly, none of the other staff members we spoke with seemed surprised or concerned by the warranty being added without our consent, indicating to us that this is likely a common practice at the dealership. While the warranty was ultimately canceled, I had to spend several hours at the dealership the following day correcting a situation that should never have occurred. Only Hannah and Rapha issued any sort of apology or acknowledged how this was handled and for the inconvenience it caused. I had to push for any gesture of goodwill to be provided and the next day we were told that what your managers agreed to cannot be provided. We have had no other follow up despite having a signed form agreeing to provide us certain accessories. I’m sharing this feedback as we are concerned about the finance process and want assurance that this practice is reviewed. Specifically, we would appreciate confirmation that this situation will be reviewed internally and that steps are being taken to ensure add-on products are only included with clear, informed customer consent. We would appreciate accountability for this predatory and unethical practice as well as follow up about the accessories the dealership agreed to provide us. Multiple emails have been sent to the General Manager Ben Klein explaining our situation and asking for his assistance with no response or acknowledgement of receiving the emails. Although emails have been sent back to us from Sydney asking if our concerns have been addressed. After responding no, there has been no follow up by anyone.

Raphael was amazing! He is very easy to talk to and I can't thank him enough on all the help he was doing to get me into my Fiat 500. I love my car!! I really appreciate him