Napoli Kia

It took almost 2 hours for a simple oil change. My appointment was at 7:30 and I did not leave the dealership to almost 930. I was told my tech came in 15 minutes late and couldn’t get a filter because the parts department doesn’t open until 8:00. I booked the appointment almost a week advance so they should’ve pulled the correct filter for my car to be able to do the oil change on that day. Even if he got the part at 8:00, it should not almost an 1 1/2 hours to do the oil change. So disappointed!

Dennis took such good care of us from start to finish. His pleasant happy smiling face made us feel so comfortable. Professional and efficient and went through everything on the app!! He’s an asset to Kia. Our finances were done so quickly. It was a great expert!

Excellent experience. Pleasant and professional staff. Took time to listen and help get vehicle that suited our needs. Absolutely recommend.

Great service experience. I was greeted upon arrival, updated on issue and returned to see my car fixed and washed from the muck and snow!

They were polite and respectful. They explained that the diagnosis would take a few hours.

It was good except they took too long to wait hope next time will be better

Very professional and customer focused, did exactly what they were supposed to do and informed me when the job was done

Service was fine, but I have been INUNDATED with emails and texts about this survey; they seemed desperate not to get less than 5 stars. They even sent an email to 87 people reminding us to fill it out (AGAIN!) but our email addresses were clearly visible to everyone else. A major privacy violation!

Service took 4 months and damaged my car further. My car was initially at the service center for 3 months. When I got it back, my tire was punctured and flat, my back bumper was damaged, my license plate was dented, and the license plate frame I purchased to put on my car years ago was completely destroyed. I brought my car back to fix the tire and inquire what happened to the rear of my car; the work I initially brought it in for was damage to the FRONT bumper. Jen Rios told me the damage to the back was there when I brought it in. However, the tow truck driver took photos of my vehicle after they dropped it off to Napoli and there was no damage to the rear of my car, license plate, or license plate frame. Since it took 3 months for the initial repair, I also went to Napoli to remove items still in my car after it had been at the Napoli for about 30 days. Those items were in the trunk of my car and there was no damage to the rear bumper, my license plate, or license plate frame at that time. Sadly, this was not the first abject lie I received from Jen Rios over the months she was supposed to communicate with me. The initial repair was quickly approved by my insurance company before Thanksgiving. My insurance covered 30 days of a rental. My rental was due to expire December 21, 2024 the day I was supposed to travel for the holiday. Jen knew this. She repeatedly moved the goal post on my repairs, saying where just waiting on the battery, then maybe the battery will come by the end of the week, then maybe the battery will come over the weekend. Jen did not notify me that my car would not be fixed before the holidays until December 20, 2024. I had to cancel client appointments at work to pick up a loan vehicle from the nearby Nissan dealership at the last minute before my holiday travel. I received no further communication from Jen Rios for a month until she sent me a text on January 21, 2025 saying the battery still had not shipped to fully repair my car. The next communication I received was on January 30, 2025 which said that the battery had shipped and would be either on the following Monday, February 3, or Tuesday, February 4. After I didn't hear from Jen, I sent a message on February 5, 2025 asking when my car would be completed. She did not respond until the afternoon of February 6, 2025 saying the battery had NOT arrived and was scheduled to arrive that week. I asked Jen to have a supervisor call me and she responded "I will ensure the supervisor calls you." The supervisor did not. I called Jen three different times throughout the week after. She dodged all my calls until Friday to say my car was available to pick up. She gave me no advanced notice to prepare to pick up my vehicle. And it was only after I told her a second time I wanted to speak with a supervisor that I received a call. In that call, Ruben confirmed he had not been alerted by Jen to call until that day. When I finally received my car, as I said before, the tire was flat, the back bumper was damaged, my license plate was dented, and my license plate frame was removed and replaced with Napoli advertising. I had to stop at the nearest gas station to inflate my tire that was at 15 psi. 5 days later the tire flat again. I drove to Napoli immediately to have it fixed. Marissa informed me that no technicians were available but scheduled me an early appointment two days later. Marissa also told me Jen would not be in the office during my appointment which I thanked her for because I said I no longer wanted to work with Jen. I had notified Jen of this weeks prior. However, the day of my appointment, Jen was in the office and immediately engaged with me. Instead of apologizing for the error, she was combative demanding why I had not called her before scheduling the appointment. She was yelling and more concerned about trying to win the argument than fixing my car. Horrible all around. Don't go to Napoli.

Excellent service and very timely. They were very polite and were straight to the point.