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August 2024 by Jackie
Do not buy the extended warranty that uses Rock River as a repair shop. It takes three weeks to even get in for a diagnosis. They are overloaded with repairs.
My car had a light that came on at times and would stall while driving. Pretty scary because my power steering and brakes were very hard to operate while doing this. Couldnt even get an appointment for 3 weeks!! He said I could keep driving it, but to check the oil because that was why is was stalling. It was not my oil.
The finance department pushes this warranty and also the gap warranty. I specifically told them I didnt want the gap insurance, I just found out I have it. No paperwork with my original purchase.
So disappointed.
Rock River Service department is busting at the seams because of these extended warranties. Had another friend that her car sat for a month before being finished.
Not the workers fault but the upper management. I don't have an extra car to drive for a month!
I had to take my car to another shop that I got in the next day.
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August 2024 by Nitin Jain
Worst service had an airbag light so they gave me an appointment of 1 month later and then they ordered parts and they again said parts have arrived and but we have no appointments and they gave me an appointment of again next month of september 17 next month without thinking what an airbag can do in an accident pathetic service dont ever buy a car or service from them
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August 2024 by Ashley Holst
I cannot say enough good things about the service department! I had an urgent issue with my Kia Carnival and, despite being fully booked, they went above and beyond to fit me in today. From the moment I walked in, the staff was friendly and understanding, ensuring that I felt valued as a customer.
The service team worked diligently to assess my vehicle and kept me informed throughout the process. Their professionalism and commitment to customer satisfaction truly stood out. I was blown away by how they managed to accommodate me on such short notice without compromising on quality.
If you're looking for a service department that genuinely cares about its customers, look no further. Thank you, Rock River Kia service team for your exceptional service! I will definitely be returning for all my future car needs!
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August 2024 by Gordon Cable
I bought a used car online , I am in NC. Mitch and everyone has been most helpful, the was just as advertised. A pleasure doing business.
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August 2024 by Lydia Creviston
If I could give negative feedback and stars I would. How me and my husband were treated over a mistake that was their fault was ridiculous. When you check the wiring for a 2023 Kia that had spliced wires due to a Kia tech not finishing his job causing a sensor to mess up and caused our power train to act up and get told that it was our fault that we did something to the wires. I’m sorry, but if I’m paying you $3800 to fix something that should’ve already been fixed correctly the first time come on. Awful customer service didn’t even offer a loner vehicle to help my husband get to work and back. Also try to blame us for “modifications done to the car “let me remind you that no modifications were ever made besides two stickers that were on the tailgate in the back window and on top of it all telling us that your technician is only authorized to work on the left side of the vehicle. a vehicle electrician or anyone certified to do electrician work on a vehicle you’re certified to do all the work not sides. Drew, Justin and Josh are all Responsible for the work that was done to the car and caused the car to act up, with this being said I will never be taking my Kia back to this
Reply back to Kia:
Whatever Justin told you, isn’t the full story, I heard every phone call between the body shop and Kia, you guys took days to even answer or reply back after saying you would give the body shop a call after you got done talking to us The body shop at a point got sick of dealing with you guys and picked up the car. You all made excuse after excuse on why it couldn’t be done ( with us fully understanding we didn’t have an appointment it was an emergency let me remind you ) It wasn’t even a fuse that was replaced. It was the wiring issue to the power train that you guys didn’t attach the ground wire to the actual current wire. IT WAS PICKED UP LIKE THAT WHEN IT WAS REPAIRED THE FIRST TIME. When asked why it wasn’t done got told that we can bring it back to be fixed. Excuse me? Why wasn’t it fixed the first time? Telling us that we did “ modifications” because of how bad they were spliced together. I have invoices telling what was actually fixed and what parts they used to fix in great detail. For you to blame it on a fuse that blew is beyond me. I will never take my Kia here ever again because of how shitty the service was. The fact that you guys didn’t even offer a loaner car because of how long it was gonna be floors me. You made my husband lose his job because of your actions. I hope you guys have the day you don’t deserve.
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August 2024 by Thad Luxton
Had my car serviced there- outstanding customer service. Exceeded my expectations!
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August 2024 by Michael Muldowney
I have now worked this team on 4 service visits. This is the best auto service team I have worked with in my car owning life. Polite, thorough, and considerate of my time and finances when they offered options and recommendations.
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August 2024 by Larissa Vazquez
I can’t even begin to explain the amount of gratitude and how WONDERFUL and PLEASANT it was to purchase my first car at this dealership!!!
I came in a few months prior looking for a specific build of a K5. At the time, Michelle and Manager Ceaser were helpful and informative about the process. They were also genuinely very caring and honest with me. I had not felt a once of pressure from them making this entire experience very comfortable.
I came back when my brand new 2025 K5 arrived and I was excited to close this deal with Matt. He was very kind, patient, and thorough with this part of the process and made sure I had all my questions answered. I ended up having an awesome deal thanks to Ceaser and left not being able to feel any more happier with my new car!!!!
I am truly appreciative for everyone that went ABOVE AND BEYOND to make my first ever purchase amazing and memorable! THANK YOU! THANK YOU! THANK YOU MATT, MICHELLE, & CEASER!
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July 2024 by Darrell Dunlap
Informative. Not high pressure. Felt appreciated.
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June 2024 by Dante
The service department was very friendly and accommodating. Completed the repairs and communicated the whole way.
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June 2024 by Joel Hicke
They said the work that I had done would be approximately 4-5 hours while I waited, and it took only about 2 1/2 hours!! Great place and great people.
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May 2024 by Sharon Rossi
It's always a pleasure when I go to rock river Kia. I found them honest and helpful.
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May 2024 by Maurice Buffo
Pleasantly surprised how easy Usni was to work with. Great experience. Everyone was friendly and helpful. My wife and I never felt pressured.
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April 2024 by scott jacobson
This was the best experience we've ever had buying a car I have bought at least 50 cars and Earnest our salesman was not just the best person to sell a car but more like a best friend helping us in the right direction for this car we bought I am so glad we choose rock river kia
My wife still loves her kia soul and so much she is paying it off this week and wants to buy another kia but we live in Florida now and I was seriously considering flying back to Rockford just to buy her another kia
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April 2024 by Abigail Glendenning
AMAZING AMAZING AMAZING!!!! I have never had such a pleasant buying experience. Michelle greeted me and my friends with such kindness. She helped my friend through the whole process of buying her first car and with finding the specific car she wanted and was so patient and helpful!
I was simply along to help navigate this process and had no intention of even looking at any vehicles for myself, but the 2024 Sportage on the floor caught my eye. I had her do some rough calculations for me and ended up buying it from her! They worked with me on every request and gave me an amazing deal! Caesar is also a rockstar and went out of his way to make me happy and he did just that AND MORE!
They were never pushy on anything and made sure I walked away comfortable with my purchase and with the best deal possible. I can’t say thank you enough!
Michelle and Ceasar, you’re awesome! Thank you for making our experience so wonderful!
