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November 2023 by Kathryn Sesser
(Long, but a cautionary tale.) ?My family and I spent five hours at this dealership on a Saturday, and we were left sad and surprised at the staff’s lack of professionalism. I came in prepared, knowing what I wanted, but after driving a Sportage X-Line, we decided to look at an EX at another dealership. The X-Line was more than we wanted to spend, with it being listed $5,000 above MSRP in addition to add-on options. We were told by the sales team leader that they would get it in our budget, and we spent hours going back and forth to make that happen.We finally agreed on terms, my husband signed a “contract” and they ran his credit report. They came back, told us congratulations and then went to get the car detailed so we could leave our trade-in and drive our new car off the lot. While waiting to sign the paperwork, it was nice to feel a sense of relief. It was the first new car we’ve purchased, and there were tears knowing we would be keeping our 10-year-old safer on the road. (The main reasons we wanted a new car are the modern safety features.)That feeling was short lived, once they “discovered” we still owed money on our trade-in, something we told THREE DIFFERENT SALESMEN in the first three hours we were there. Since this raised the monthly payment $150, we were handed back the keys to our trade-in, given a feeble apology, and told that they hoped another dealer could help us. We felt so dismissed in the moment, without even an offer to meet us somewhere in the middle after leading us on for hours.I am human, I understand error, and I give grace. So it was their attitude in the moment that I am struggling with. Had it not been so sudden and without real explanation, with the person we were working with walking out of the room without the slightest of discussion, we might have been able to negotiate a higher monthly payment. (Something I am both regretting, but also relishing, since I didn’t give them any of my money.)There have been a lot of tears of frustration over the weekend, and maybe even a little from loss. I fell for the car, and have pictured driving my family around in it since we rented a newer car while on vacation. My gut told me once driving both trim models to go for the EX, as it was more financially practical, but I let them convince me my ideal was possible. They would have saved us all stress and wasted time if they had just heard that important detail from the beginning.I’m researching comparable brands as an option, but do still see us leasing or buying a Sportage. It just won’t be from the Serra organization. In addition to a hard credit inquiry on our report, we can’t believe the lack of knowledge and accountability, plus the little care we were shown by KIA employees.
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October 2023 by Marisa G
Zero star if i could bad customer service all around.Yesterday I went in for a simple oil change and tire rotations . Appointment time 8:30 . I was told my car would be ready at 11:20 i didn’t leave until 11:40am . You would think in the almost 4 hrs they would rest oil life in my car. no solution when I called the same day the receptionist is giving me the run away about what time to come in and have them just push a few buttons . It very sad that I have to call another dealership to have them fix the problem because I would be interfering with their lunch time . It inconvenience to me to have to call and drive another dealership when this shouldn’t even be a problem.
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October 2023 by Shaclyya Morris
Horrible experience! A fuse had blown in my car because the air filter was dirty. I get my oil changed faithfully by them, and have been for over a year. They said I declined the service last time, so my warranty won’t cover it. Then, they turned around and said it was an engine filter that I declined. The thing is , I haven’t declined ANYTHING! Lacey had a disgusting attitude, unprofessional. Service manager didn’t even come out and apologize or talk to me. All they wanted to do is not put the free fuse they offered me on record, which is why we are in this position right now. No DOCUMENTATION! So if you decide to keep dealing with this dealership, check behind them! Because somebody is not doing their jobs! I won’t be returning even though the location is super convenient. They also said I’ve only been to their location 3 times when I’ve been there multiple times. Way more than three. If you decide to trust them, you better keep a close eye!
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September 2023 by Shimada Tremble
Christie Mason is an awesome salesperson who goes the extra mile to guarantee satisfaction and make the car buying experience smooth and hassle free. She’s very knowledgeable of what’s she’s doing, very informative about the process, friendly, and always takes every measure possible to place you into the vehicle that your heart desires. Such a ray of sunshine and always professional. Don’t hesitate to ask for Christie you’ll be very happy and satisfied that you did i guarantee it‼️
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August 2023 by Natalie Ferguson
I've been a loyal customer at Serra Kia for 7 years, and my previous review was full of praise. However, over the last 1-2 years, my experience has turned into a nightmare due to noticeable changes in their service department. I've encountered neglect, subpar work necessitating 3 return visits in just 60 days, and extremely unsatisfactory customer service. I've spent over $3k in less than 1 year on issues that seemed to arise out of nowhere after they suggested replacing an axle, that had previously not been an issue. I approved the replacement (it took 3 times to get right) but problems have persisted since then, even though I never had any prior issues as the car is still somewhat young and in great condition considering how long they typically last since they are well made.To make matters worse, they've misplaced items multiple times and seem to have improperly reattached and left off simple and integral parts to my car, leading to a potentially life-threatening situation. Despite being the only ones with access to those parts (which they agreed with), they have avoided taking responsibility and shown lack of concern. I’m my opinion, their lack of understanding of customer service is evident, and their claim of being faultless doesn't hold up given their factual shortcomings in organization, work quality, and previous oversights like lost items.I strongly advise against getting your car serviced at this location, even for basic tasks like oil changes. I've had to return three times in just 60 days for such a simple service. Instead, consider a locally owned repair shop where they truly value their customers and their reputation. The independent shops put in the effort to ensure accurate work and maintain transparency, building trust with their customers. The work and customer service quality that the Serra Kia department once possessed seems to have vanished, and unfortunately, they appear uninterested and not concerned in restoring it, which is quite disheartening.
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August 2023 by Carlee Nobles
Kim and Bubba Christian were the most wonderful sales team I have ever met. They were honest, kind, and kept in contact to ensure I was pleased with my purchase. Andrew, in finance was awesome as well. I can’t recommend them enough! So happy with our purchase.
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August 2023 by Reponsa Jones
Christie Mason is a great hardworking salesperson. I don’t have much credit but I left in a car that I loved. I’d definitely recommend anyone that’s looking for a new car to go check her out. You won’t be disappointed!!
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August 2023 by Aaliyah “Leah” Dillon
Jeremiah Dillon is hands down the BEST car salesman at this facility. He’s very hands-on, patient, factual & actual type of guy. I felt very comfortable throughout the buying process. He didn’t rush us or pressure us into buying anything that didn’t align with our interests/finances. He went the extra mile to make sure I left the lot with the most perfect vehicle. I truly appreciate his beautiful attitude. Most car salesmen only have 1 motive & that’s to make their money whether the customer is completely satisfied or not. I’m happy Jeremiah puts his customers first. I will refer him to everyone I know. If you’re ever in Gardendale, please ask for Jeremiah Dillon. You won’t be disappointed. What a stellar dude!!
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August 2023 by Cassandra Hodges
Christie Mason is the best! She was very determined to help me find the car I was looking for and she made the buying process really smooth. She went above and beyond to help me find the exact car I was looking for. Christie was very good at explaining the different features and warranties about the car. I really had a great experience with her on today.
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August 2023 by Living with Grayce
Was able to purchase my first car with the help of Kim and bubba, they were so helpful and all around amazing made the process super quick and easy especially with it being my first car!
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August 2023 by Foreign Kiddx
Christie Mason was an excellent sales person! She was very kind and extremely helpful. Christie saw me pull into the dealership and immediately started taking care of us. She helped me leave with my first car. I recommend if you come to Serra Kia in Gardendale,AL request her for the best service!
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August 2023 by Scott Ellis
Just wanted to take a minute and share my favorite New and Used car salesman and woman. Bubba and Kim Christian are the best. I’ll call Bubba up and tell him what I’m wanting and they both hit the ground running. I’ll drive up and my car is right there waiting for me. We all talk for a little catching up and talk a few numbers and just like that I’m riding down the road in my new ride. I would recommend Bubba and Kim for your next purchase at Serria Kia of Gardendale.
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July 2023 by Joe Kirsch
Went there yesterday to look at a new car. The salesman wanted to get a copy of my driver's license immediately. He said that for insurance purposes they would not be able to let me sit in a car without my personal info. I did not want to test drive a car, I just wanted to see how I would fit in it. They would not let me do that without personal info, so I went elsewhere. They lost a sale.
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June 2023 by Raymond “ReD” David Smith
Bought a 2015 dodge Durango here a couple months ago. Was my first time buying a car. They took full advantage of that and charge me more than the car was worth. A significant amount more. On top of that got the car home taking kids around town it had bad breaks and rotors on it all the way around. Went by there 3 times to see if they would make it right considering all the money I just spent there. They gave me the run around and tried to pass it from one person to the next till I finally gave up and paid it myself to keep my children safe. I'd never buy there again and wouldn't recommend them to anybody especially first time buyers. It was sitting in the mechanic for a week with there dealer tag on it. That ought to tell you everything you need to know.
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June 2023 by jacqueline horne
I would not be writing this review because I truthfully seriously don’t ever write reviews but this is a major purchase. I would not advise anyone to buy a vehicles here. My husband spontaneously surprised me with baby let’s go buy a new car. Mine was aging and you know the rest of the story. I was super hyped and excited, but what a complete let down. Promises promises promises just to end up loving my car but trying to make us purchase a blink taillight and extra equipment that was not standard on any vehicle for an insane amount of $1299.00 that’s plus interest etc. I did not ask for any of this . All the promises of this is your payment .NO NO NoWe even came in preapproved . I drove 2 hours to buy a used vehicle after having a mishap of the same type with another dealership. It has an issue that needs fixed as soon as we test drive. Why could you not fix this before listing this on your lot!???? Why not be upfront . I would have accepted it a lot better. All the promises broken. Only after me having to be the bad guy and call you out on it would you correct what you offered to me originally.Thanks for going the extra mile and making this a great experience. If I had known I would have gone elsewhere.