Customer Reviews of Gene Messer Kia
Review type:
KIA Telluride 2024
No communication
by Texasrattler on 06/21/2024I had an oil leak and took my car to a discount lube stop who told me that it was a rear main seal failure. I then took it to Kia who told me that they didn’t know where the oil was coming from and added a dye and told me to drive it around… for several hundred miles. Upon returning to the dealership I was alerted via automated text message that it was a rear main seal leak. This was a Thursday. I approved the repair and heard nothing else. At the end of the day, I had determined that I guess I just wasn’t gonna get my car back. The following day (Friday) I finally called them because nobody had called me and was informed that a part needed to be ordered, took 2 days and that my vehicle would not be ready until the following week. To their credit, they told me I could come get it, but very carefully monitor the oil as it was an active leak. I ended up having to cancel a road trip plan for that weekend that I would’ve been able to cancel much sooner and made alternative plans for if somebody had told me on Thursday what the problem was and that I wouldn’t be getting a repaired vehicle back. I gave them permission to keep it over the weekend and waited until the following Monday. Guess what? Still no call from the dealership. On Tuesday, I finally called and asked what the progress was. I was told that it was being repaired that day and would be available the following day. Wednesday morning I show up to the dealership expecting to pick up my car. Again, nobody had contacted me advising me that my vehicle was either ready or was not ready. When I showed up, I was informed that the repairs were not actually made on schedule, but were being made currently using a glue or seal that needed an overnight set time. Associate at the desk agreed with me that I was lied to about my completion date. He had a great attitude and he was very repentant, but he shouldn’t have had to have been. I finally received a text message on Thursday, confirming that my vehicle was ready. TLDR: My car needed extensive repairs, but I was not kept in the loop about How long the repairs would take and even when I finally got a guaranteed timeline, it was broken and was false information. This will be my very last Kia. Not having a reliable local dealership and also the USB car theft issue has made me swear off of Kia from now on. I am now having trouble even getting insurance for the car so I definitely will not be making another purchase.Thank you for informing us about your experience. We deeply apologize for the lack of communication and the inconvenience you experienced when servicing your vehicle with us. We are escalating this to our senior management to take immediate action. (Response posted internal – Laura V.)
Great customer service
by DanUte11 on 06/04/2024Booked online, arrived with easy check in. Was told a couple hours but they were done in about an hour and 20.Hi, we really appreciate your feedback! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!
Beware
by Jose Jose on 05/15/2024Very dissatisfied with service dept. Took vehicle in for diagnostic of engine light on, car was in shop for 10 days. They did not initiate any calls to let us know what the progress was. We had to contact them. They did a 2 hr. diagnostic… in a matter of 10 days with no resolution to the problem but they did slap us with almost $420.00 diagnostic charge. Decided to pick up car and take somewhere else. Would not recommend!Thank you for your feedback, please know that we are looking into your concerns and will reply back to you soon.
Thank you for your feedback about the lack of communication and the inconvenience you experienced during your service visit with us because that should not have happened. I need to use your case as a learning opportunity, so we can fix the issue in the future. Could you please contact me so I can learn more? Matt Baugher, General Manager mbaugher@GeneMesser.com
KIA Telluride 2024
by Klein family on 05/14/2024It was excellent. Honest and upfront. Chase was great!We're delighted to learn about your positive experience and the great assistance provided by Chase! Your satisfaction is our ultimate goal, and we truly value your business. We look forward to assisting you again in the future.
Courteous and Professional Service
by irodriguez on 05/07/2024Brought my car in and dropped it off in the morning, Alexander handed it back off to me later in the day and was very kind and helpful.We're glad to hear that Alexander provided you with kind and helpful service! Thank you for choosing us!
Multi Point
by Jasmine on 04/27/2024Everyone was super nice and i felt taken care of!We are thrilled to hear that you had a great experience! Our ultimate goal is your satisfaction! We appreciate your business. We look forward to assisting you in the future.
Service
by Kory Nicole on 04/24/2024Excellent service. Friendly staff.We are thrilled to hear that you had an excellent experience! Our ultimate goal is your satisfaction! We appreciate your business. We look forward to assisting you in the future.
New car purchase
by Gbjm1991 on 04/23/2024This was one of the easiest car purchases I have made. Chase did a great job of getting things done in a quick manner.Congratulations on your new vehicle! We're thrilled that Chase provided you with an easy sales experience. Your satisfaction is our ultimate goal, and we eagerly anticipate assisting you in the future.
Great experience!
by EastonA on 04/17/2024Extremely warm and inviting atmosphere! Everyone was extremely friendly and made me feel like family. Definitely the BEST car buying experience I’ve ever had!We are thrilled to hear that you had a great experience! Our ultimate goal is your satisfaction! We appreciate your business. We look forward to assisting you in the future.
Amazing
by Satisfied on 04/10/2024We had an amazing experience!! It was the fastest we have ever bought a brand new car. It took no more than 3hrs. Bear experience ever!!That's fantastic to hear! A quick and smooth car-buying experience can make a difference. Enjoy your new vehicle!
2024 Telluride
by Brooke C on 03/29/2024I had an amazing experience with Gene Messer Kia in Lubbock. I had Ruben as my sales consultant and he was so patient over the two weeks we were in contact. I was out of state so most everything was done via email, text and phone but was so… easy despite that. Although I didn’t end up with the vehicle I originally intended getting; I am absolutely happy with what I got! Thank you!Thank you for your kind words! We are very happy to hear that we were able to provide you with an enjoyable experience!
Gene Messer Kia
by Claudia on 03/29/2024Loved my experience at Gene Messer Kia. Very friendly staff, knowledgeable & attentive. Definitely recommend.We are thrilled to hear that you had a great experience! Our ultimate goal is your satisfaction! We appreciate your business. We look forward to assisting you in the future.
Oil change
by Wyndell on 03/15/2024Did a great job. Adjusted my hatch and didn’t charge for itThat's excellent to hear! We're glad that we could assist you with adjusting your hatch and that you had a positive experience with us. We're here to ensure your satisfaction with our services!
Great serive by Kyle Havens
by Lubbock on 03/14/2024I brought my Telluride from the San Antonio, Texas area because the Gene Messer Kia dealership has always been polite, professional and taken care of our needs. Kyle Havens is a great service advisor and I will drive back to Lubbock because… of his dedication and ability to resolve or advise on any issue.We're thrilled to hear about your positive experience with Kyle at Gene Messer Kia! Providing polite, professional, and dedicated service is what we aim for, and we're glad that Kyle has consistently met your expectations. Thank you for choosing our dealership, and for making the trip back to Lubbock because of Kyle's exceptional service. We're here to assist you and look forward to serving you again in the future!
Service
by Txchic610 on 02/03/2024The service center at Kia always makes sure my vehicle is taken care of.Thank you for choosing our Kia service center! We're here for all your vehicle needs.
Extremely Slow Service
by Wes Hanna on 01/23/2024My car was in the shop for nearly 3 months for a recall repair. I wish there was another Kia shop in my town, but this is my only option. I know I am not alone too, a lady I work with also had her car in their shop for nearly 3 months for a… different type of repair. Worst of all, there is no communication from the service department. You just have to keep calling to see if your car is close to done.Wes Hanna, Thank you for your feedback about this because this should not have happened and I apologize for any inconvenience you faced. Your concerns will be shared with our team to address and prevent similar situations in the future. If there is anything I can do to regain your trust, I would appreciate it if you would reach out to me, so that I can learn more about what took place in this situation. Matt Baugher Gene Messer Kia mbaugher@GeneMesser.com
Job well done
by Cheripoe on 12/12/2023Gene messer Kia handled my service appointment with great professionalism.We are thrilled to hear that you had a professional experience! Our ultimate goal is your satisfaction! We appreciate your business. We look forward to assisting you in the future.
Oil Change
by KiaService on 11/14/2023Went in for an oil change which was scheduled, vehicle was returned and the service interval was not reset along with the tires not checked. Makes me wonder what else they missed , and here I thought those things came standard instead they… tried to upsell me on a needed “coolant and transmission” service that would have ran upwards of $250 dollars combined. I had a scheduled service but it still took over an hour and a half. They marked that my brake lines needed flushed in the report but didn’t offer to upsell that, that is something I saw later. Overall this service reminded me of an old 20/20 episode where oil change places engaged in shady practices, my car will not be going back to this dealership for service unless absolutely needed. I do not recommend.Kia
by Treytes on 11/08/2023Quick and fast, friendly.Thank you for being our customer, we appreciate your kind words!
Repeated Un-Fixed Repair 2021 Telluride
by CNewton on 10/16/2023This is a summary of my repeated issue with Gene Messer Kia Service Department in Lubbock, TX. I scheduled an appointment to repair my back dome light fixture located in the rear ceiling. The fixture is hanging from the roof and rattles… loudly when driving. This is a reoccurring issue and the 8th time to have the repair scheduled to be fixed. I am a single mother, without any other way of transportation. And I use my vehicle for work. Therefore, each time I schedule an appointment, I have to rearrange my entire day to accommodate not having my vehicle. However, on multiple occasions (including my two recent appointments) I have scheduled an appointment, taken my daughter to school early, dropped my vehicle off at the dealership at 7:30am, accommodated my work schedule, found a ride to work, and found someone to pick up my daughter after school. Only to be called later in the day to ask if I can leave my vehicle overnight because they need to send it to another shop in in town and “they’re backed up.” The first time this incident occurred, I did agree to leave it overnight because I was promised it would be ready “early the next morning.” But when I called at 11am, they had only begun to “replace my shocks.” A repair that I was NOT aware of. A repair that was NOT the reason I brought my vehicle into the service center. A repair that did NOT repair the dome light in the rear roof. Thus, my dome light has yet to be fixed, and I have been asked to reschedule yet AGAIN. I made an appointment earlier this week. I accommodated mine and my daughter’s schedule. I dropped my vehicle off at the service center at 7:30am. But I was called once AGAIN to leave my vehicle overnight. This is issue represents a disregard for customer satisfaction, bad management, and overall negligence. I will therefore be filing a lemon law complaint and the Gene Messer Service Department will be reported to the Texas Department of Motor Vehicles.Thank you for bringing this to my attention. I apologize for the inconvenience you experienced during your service visit with us. I would like an opportunity to address your concerns and to earn your business, please contact me at mbaugher@GeneMesser.com. I look forward to speaking with you. Matt Baugher, General Manager
Oil change and tire rotation
by Apereira on 08/26/2023Fast friendly service, everything you'd want and expect from a quality dealershipThank you for the Five Star review and for choosing Gene Messer Kia. We were pleased to hear that we provided you with an excellent service experience. We appreciate your business and look forward to serving you again.
Among the many things drivers notice and appreciate about our new Kia lineup, is its diversity. That said, there are a few resounding favorites, such as the Forte, Optima, Sorento, Soul and Sportage. To see what all of the fuss is about, simply drop by Gene Messer Kia of Lubbock and take a spin, or give us a call at (888) 419-3017.
Of course, Gene Messer Kia Lubbock also has an extensive assortment of well-maintained used cars showcased at our Lubbock showroom. These include Kia models, as well as those made by other reputable automakers. If you find it here, you know it's backed by integrity.
- Instant Financing
- Complimentary Coffee
- Cable Television
- Collision Repair/Body Shop
- Customer Lounge Area
We're delighted to learn about your positive experience and the great assistance provided by Chase! Your satisfaction is our ultimate goal, and we truly value your business. We look forward to assisting you again in the future.
by Sara Thurston on 05/14/2024