Bellevue, WA 98005
In short, I will be taking my business elsewhere. After talking with the Lee Johnson employees for over 30 minutes, I called Chuck Olson Kia. They were more than happy to accommodate me with a loaner car so that I can get to work while the service technicians fix my car. I will be having my car serviced at Chuck Olson from now on. Plus, when it comes time to lease another $40,000 Sorrento (January 2019), I will be going to ANY dealership except Lee Johnson.
Be warned if you buy a vehicle from Lee Johnson, they have what has to be the worst customer service on the planet.
Puffy Chest, I'll show you...appears to be their customer service policy.
It's always the business's that spend the most time talking and advertising about how wonderful their customer service is that usually have the worst. Probably why they have to spend money on advertising it.
I recently had a problem related to the FREE car wash they offer as part of their buy from us. Let me warn you up front they are very protective about these car washes and if they think you are trying to get a FREE car wash...well that's when customer service goes completely out the window, all the way up to management and the ownership. Keep in mind this is over a car wash. Dick Durbin one of their sales managers was the first to try help me and his approach to customer service is the "Puffy Chest", I'll show you...he's probably never used customer and service in the same sentence before. This terrible "Puffy Chest" customer service approach obviously stems from the ownership because after Dick Durbin failed with his "I'll show you" customer service approach someone claiming to be one of the owners named Tom decided he was going to use the same "Puffy Chest" "I'll show you" approach. Neither Tom or Dick (no pun intended) cared the least bit about customer service and were willing to sacrifice that customer service for the sake of their precious FREE car wash
I actually had to call the POLICE to get my issue resolved because neither Tom or Dick cared enough about the customer service they so openly boast and advertise about.
So be prepared to call the POLICE if you buy a vehicle and have any problems. They have the WORST customer service and it starts with their management and ownership (Tom and Dick)
Also, be aware that management and the ownership at Lee Johnson think it is perfectly acceptable for their employees to reach in your vehicle and take out with force anything they want from your vehicle whenever they want.
Be prepared for "puffy chest" customer service if you need help and may need the help of the police to resolve basic customer service problems.
Thank you for allowing us to earn your business, Christopher. We're very happy to hear you had such a great experience, and we appreciate you letting us know. Congratulations!
I decided to go here and see what I could afford.
Richard hooked me up with a sweet 2015 Honda Civic that had only 13,000 miles on it for $330/mo (Including gap insurance)
Pretty happy!! Much appreciation!!
Thank you for the 5 star review, Jade. We appreciate having the opportunity to earn your business, and we're glad to hear everything went well. Congratulations!
Thank you for leaving us such a great review, Mikala. We truly value your business, and this is so nice to hear. Congratulations on your new car!
1) Acknowledge the multiple miscommunications on the residual and genuinely apologize for them rather than being dismissive.
2) Do not try to pass off the miscommunication with repeated lies:
- "The $16,375 residual was part of a lease offer that expired 12/1 and now its $14,900." - We know residual values are set by Kia and not dependent on a sale. Furthermore, Brian and team again told us multiple times in late January, well after the supposed 12/1 expiration, that the residual at 10k miles was $16,375.
- "Oh, the residual has no effect on your monthly payment." - we've leased before, we know it has a direct effect.
2) Do not accuse the customer of being a bully, inevitably escalating the situation. SERIOUSLY low class here. This was Brian's mistake and his solution was to blame the customer. Classy move.
3) Make good for the mistake by honoring the $16,375 residual or...something! We appreciate GSM Kenny Jakel calling us as we left to "apologize," but, don't repeat Brian's claims that residual has no impact on monthly payment or hide behind the "I'm sorry we're not perfect" defense. You're a General Sales Manager: propose a solution...any solution.
Brian and team made our decision to not do business with Lee Johnson Kia in Kirkland an extremely easy one. We packed up our two young boys, traveled to Kia Auburn and leased the same car, same day with a dealership that knows how to treat the customer like they're number one. Mistakes happen but actual people skills go a long way toward overcoming them.
My wife and I were blown away by the reciprocal knowledge and affability of both Jake Havens and Braulio Arias who assisted us.
We arrived narrowing our search to two cars and Jake Havens, who had been in email correspondence with my wife, knew our names and why we were there. He wasted no time offering both his down to earth customer service and his knowledge of the vehicles. (We ended up leasing a 2016 Kia Optima).
While Jake was assisting us, Braulio Arias assisted Jake and us as well and together we made the right purchase. Braulio had the same down to earth demeanor and frank joviality as he listened and presented our options.
Together both Jake and Braulio were a team and communicated in a way that was in no way disingenuous, misleading, or off subject. It's by far the best experience I've had at a car dealership. You can tell the sales associates are looking after you as you're their family.
That's refreshing. We look forward to contiuning our business relationship with them and highly recommend Lee Johnson Auto Family in Kirkland, Wa for all your needs.
Hi Francis. Thank you for taking the time to leave us such a wonderful review. We truly value your business, and this is so nice to hear. Congratulations on your new Kia Optima!