Hendrick Kia Service of Cary

Alec Pescaro

★★★★★

a year ago

Had to get my 2014 Optima engine replaced because of the engine knock recall. Tammi was very helpful with the process of getting set up with another car to use while mine was being serviced. Glad to be able to drive my Optima again.

Jack Deinhart

★☆☆☆☆

2 years ago

Consistently terrible customer experience over multiple months. I had a car whose engine broke down but was covered under a recall and took it here for service. The amount of times I had to call and aggressively pester for any sort of updates on when the car was even going to be diagnosed was ridiculous. And then more so to get any sort of updates on when it was going to be fixed and how to get a rental car through the dealership as they stated they would provide. This entire process took multiple months of me calling multiple times a week and getting no response from my assigned service rep. After the install finally takes place there are some issues with how the car is running so I take it back there hoping it was just the one case manager who was unresponsive, but that was not the case. It was the same story with the second different person I worked with. They seemed to never be in the office or available to be reached, but if you got stern and insisted you were going to stay on the line as long as necessary until you talk to someone they would magically become available within a minute or two. No one would ever return my calls no matter how many times they said they would leave an urgent message to immediately call me back, except when they discovered that we needed new brakes and then they called me two or three times a day for a few days when they saw the opportunity to get money out of me. And even then, the quote they had for brake replacement was over twice the cost at other repair shops. None of the case managers seem to even work there by how impossible it is to get a hold of anyone and get a simple sentence of information on what is happening with your vehicle.

Sean Fitzgerald

★☆☆☆☆

a year ago

The final straw. I have had mixed feelings and mixed encounters with the service department for some time now. It does seem that over the past year or so the service has gotten consistently worse. Yesterday I had John Sullivan as an advisor and he told me if I did not hear from them about my car to be there at 4pm to pick it up. Well I got a text saying the car was ready at 3:45 rushed over and arrived to a deserted service office BEFORE CLOSE at 4pm. It seems my advisor left early for the day and neglected to mention anything to myself. I walked around looking for someone for 10 minutes, no one in sales made eye contact with me but I happened to find someone in parts. Ryan Barrus stopped everything he was doing to try and help me the best he could. He and Lexi stayed after their shifts to ensure that I received my vehicle. That is true customer service! John Sullivan on the other hand left early, claimed to have called me about a balance (which he never did) and then left me to search for my car on my own. All in all it took over 30 minutes for something that should have taken 2 minutes. I will never be using the service department again even though I still have free oil changes. Its just not worth it. But I know if I ever need a part, Ryan Barrus will be the first person I look for!

Sonia Leon

★☆☆☆☆

a year ago

Absolutely the worst quality of service I have ever experienced at a dealership! First oil change in a brand new Sorento. Three hours and 200 miles later, finally pulled into my destination when a burning smell that was terrible. Opened the hood to find the dip stick halfway out and motor oil everywhere. Not only was the engine bay absolutely covered with oil, but all under the car, right left front wheel had oil all over it, the right front fender and door, even the rear bumper and window was covered in oil. Made several phone calls, but none of the people I spoke to seemed concerned at all. Not a single question about how much oil was left in the engine, and no offer to send a tow truck. Show up at the dealership first thing in the morning, no one seemed to care, just another day in the office. Waited for the manager, John Kirkpatrick, who didn’t ask any questions and acted like this happens everyday. He didn’t even apologize once for what happened to me. They kept my vehicle all day, didn’t ask about loss of oil, which the car had lost over a quart, didn’t redo the oil change, didn’t wash it well AT ALL! Extremely unprofessional! I can’t believe this dealership is under the Hendrick network of dealerships. I will never go back, and I will make sure I tell everyone about my horrible experience. This is my fourth Kia vehicle. Never ever have I had an experience like this They also said that a tire rotation was completed which was never done. Date of service 5/25/24 and then had to go back 5/28 Response to the dealers response: I never said or gave the impression that I was satisfied, I simply said thank you, and left the dealership. To be completely honest, I was dissatisfied the minute I got to the dealership that morning and you guys didn’t seem very concerned about the situation. When I got home and was able to throughly inspect what was done, that’s when I realized that it was not a good job at all. The padding under the hood, which I was told didn’t need changing because “they were able to clean it and get all the oil”, was still as bad as when I took it there. Not cleaned at all. I have pictures and videos of the “exceptional” job that was done. Such a joke. By the way, I am still waiting for the review link that was supposed to be sent after the oil change. I will be taking the car to a different Hendrick dealership in Concord in about a week to get this resolved.

Kirsten Nicholas

★★★★★

a year ago

Another great service with Hendrick Kia of Cary. I go there for all my Kia work and have found them to he helpful and competent. John was super helpful today. Got my car in and out as promised with about an hour wait time and offered me a free Lyft ride if I didn’t want to wait. Always appreciate the car they give to the customers.

Achaia Joi

★★★☆☆

a year ago

Today, I had a frustrating customer service experience waiting for my car to be serviced at this dealership. I had a 8:45am appt scheduled and showed up on time. I was greeted and once my keys were taken, I was told I could wait for my service. What I could not have predicted was a 3.5 hour wait. From what I could see there were a few (3-4) people ahead of me so my car was out in queue when I arrived, no issue there. My issue comes from the total lack of transparency throughout the servicing of my vehicle. I have had several services done on my vehicles over the years and have waited plenty of time and I cannot recall one service experience that I had to wait 3.5 hours, especially with no warning, for some of the most simple services offered. I checked on my car over the course of the 3.5 hour wait, about once every hour: 1st update around 10am: I alerted a clerk that I needed to be at work by noon so i’d prefer if I could be out by 11am. She assured me that my car was next in the queue and if they couldn’t get me out by 11am, it wouldn’t be much longer after 11. 2nd update around 10:45am/10:50am: I shared more specifically that I was a therapist and had a session at 12, so if they couldn’t get me out soon, I needed to push the session back. I was updated by another clerk, Tammi, that my car was currently being looked at and I should have an answer fairly soon but she shared a buffer period of time would be helpful. I had my client’s session pushed back to 1pm to accommodate. 3rd update around 12pm: I was told that my servicing was complete and being pulled around. As I waited, I heard mention of my car going through the car wash (a service that was not requested, nor helpful with my already tight and adjusted time crunch). By the time I left it was 12:15pm and I was still late to arrive to my client’s session. I want to be very clear that none of the staff was rude or difficult to work with at any point. (why this is 3 stars and not 2) Tammi was especially attentive and seemed to be very busy the entire time handling customers and service updates. And if I can recall correctly, the other clerk had at one point been asked explicitly by Tammi, to check on the status of my vehicle (the 2nd update). I stood waiting for ~5 minutes before Tammi had another customer come up to ask for a status update, where she (Tammi) then saw me still waiting and went to check on both of our statuses at the same time. The other clerk at no point assisted Tammi in getting any further updates, despite her request. I have a rich background in customer service and while I don’t blindly buy into “the customer is always right”, I do believe there are some ways to minimize customer frustration. Any reasonable consumer is not expecting a perfect customer service experience, and most people who have sat to have their car serviced, know about various wait times, costs of parts and labor, etc. We rational folk understand that there may be uncontrollable circumstances of short staffing, issues with orders or machinery etc., even a schedule back-up here and there- AND- the one thing you, as a service provider can absolutely control, is how transparent, attentive and communicative you are with your customers. I scheduled early, so I could work the rest of my day around this appointment. Had I been told when the appt was scheduled or even while I was waiting, that the DIAGNOSTIC servicing would take 2-4 hours- I could have been better prepared and not inconvenienced other people in the process. A piece of constructive feedback that you all could implement immediately is better communication and transparency. It’s better to over deliver than under perform and you can save a lot of face and consumer frustration if you let folks know in advance about general wait times for any servicing, alongside honest updates when people approach to check the status on their paid services.

Melissa Beach

★★★★★

a year ago

I have had many, many experiences here with the Hendrick Kia Service Department. Many!!! Everyone has indeed tried to care for my vehicle, my safety, and my needs and concerns. My past few scheduled service appointments, I have been served by Tammi Worden, Service Advisor. She has been so attentive and thorough with me and makes me feel so much better when I leave as I know that what I communicate to her will be shared with the technicians. She updates her clients throughout the service process and most importantly is just kind and friendly. I'm thankful for her and the role she performs so very well!

Chris P

★★★★★

a year ago

I had my second scheduled service stop last week with Kaitlin. She was fast, friendly, and professional. The car was done ahead of schedule, and she kept me updated all the way. She is a great addition to the team and I appreciate her assistance. I would def recommend working with her when you need your vehicle serviced. 💪

Paulette Pekera

★★★★★

11 months ago

I own two Kia's from Hendrick Kia of Cary; a 2024 Kia Telluride and our daughter has a 2021 Kia Seltos that we bought used from Hendrick last April. Since Kaitlyn Bremer has become our tech, we never worry about getting a straight answer and excellent customer service. You pair that up with fantastic communication and that's the secret sauce. She genuinely cares about her customers and gets to know them. I feel confident that if I send my 17 year old daughter in there by herself, that Kaitlyn will make sure that her car and her experience is the same as if it was me there.

Barbara Serrano

★★★★★

a year ago

I have recently had my car in for service for a new engine. To be honest I was terrified of the process and the length of time it was going to take. Thankfully Kaitlyn was there for me every step of the way! She kept me up to date on everything that was going on and time lines. She's so easy to talk to as well! Definitely one of the best experiences I've had with any service department and I've dealt with quite a few. I'll definitely be back if I ever need anything done. 10/10 for sure!

Frank Lloyd

★★☆☆☆

2 months ago

They used to be so good... what happened? They had my car since Saturday morning, I got it back a half hour before they closed. For an oil change and state inspection.

Jennifer Trabulsi

★☆☆☆☆

5 months ago

In the past we have had excellent service with Kia; however that has all changed once our engine started to fail. They replaced on of the camshafts were told we probably need a new engine. Initially they were very helpful. Kia has contacted the service department for our records and told us what needs to be done. The service center has not yet replied to Kia’s requests. My husband has left numerous messages with our “point” person in the service department. She has not returned his calls. We have left a message with the service manager. This has been going on for the last 4 months. I have waited to post this trying to give them the benefit of the doubt but they have been unresponsive. Stay away from Kia Hendrick!

Anthony Swenson

★★☆☆☆

4 months ago

Our car has had a multiple step repair and on the first couple repairs the customer service rep Blake did a great job. He's the only reason this is 2 starts instead of 1. But this most recent time with someone else was horrible. We were told the repair on our shocks would only take a couple hours so I waited at the dealership cause I live about an hour away. The repair, which I dropped off at 0810, took OVER 8 HOURS! I wasted an entire day with little to no updates and having to buy lunch, that I could have driven home and done literally anything else than sit in their waiting area. The only thing they did to even try to compensate was a few car wash (which was canceled out by having to buy lunch) and filling my half full gas tank. HORRIBLE.

Juman Takeddin

★☆☆☆☆

2 months ago

A month after motor oil change we thought there's an oil leak, turns out oil was spilled during the service. Also the local tire shop recommended new tires and they did not pick that up during maintenance, and when we asked they said yes it needs new tires we should have mentioned it?

ashante H

★★★★★

2 weeks ago

Amber is amazing! She helped me resolve an issue that another dealership created. She communicated efficiently through the whole process.

Nicole McCarthy

★☆☆☆☆

Edited 3 months ago

Updated to add that they didnt even fix the issue. The noise is still occurring. The service at Hendrick Kia is awful. They need to really improve their communication because of they need to keep your car overnight or for a few days, you will NOT hear from them unless you call for an update. Even then, you may not get an update! I was gaslit that there was no issue with my car because they didnt hear the noise I was hearing. This is for my Niro hybrid. Sent me home and kept my car to try to see if they could hear it. They never heard it. I kept hearing it and took a video for proof and sent it to the service advisor I was working with. He said to bring it back, so I did. They said "it sounds like the noise a hybrid makes'.... I said "absolutely not, this is NOT normal. It sounded like a fog horn!! They kept it and said I'd get it back within 24 hrs. They kept it FOUR days and still had no idea what was wrong. When I told them I wanted to pick up the car and go to Fred Anderson to see if they can fix it, they miracously fixed the issue! Apparently this was a HUGE communication issue because they needed to wait on Kia to tell them how to proceed. This was never communicated to me until I complained how awful my experience was. AVOID HENDRICK and save yourself a headache! Again, would give zero stars if I could. (See my dealership review for Hendrick Kia)

Yusuf Celikbag

★☆☆☆☆

2 months ago

I brought my Carnival to this Kia service center in December for routine maintenance. They performed an oil change and tire rotation. In January, I got a nail in one of the tires and took the car to a local tire shop. They told me the tires were in very poor condition, with almost no tread left, and needed immediate replacement. They also noticed what appeared to be an oil leak. I then brought the car back to Kia for inspection. I was told there was no oil leak and that some oil had simply been spilled during the oil change. They also acknowledged that the tires should have been recommended for replacement. This is where the issue lies: during the December visit, the tires were rotated. The technicians clearly saw the condition of the tires and said nothing. No recommendation, no warning. This is about trust and safety. I carry my family in this car. What would have happened if I had a blowout on the highway with my kids in the vehicle? Routine maintenance isn’t just about completing tasks — it’s about identifying safety concerns and communicating them clearly. Unfortunately, that trust was broken here.