Customer ReviewsforBarnett Chrysler Jeep Kia

Worst dealership that I have ever had to inner act with. No need to say more bad bad car dealership. The whole upper management has no people skills. I think it’s time for a Dale Carnegie how to win friends and influence people course. Just bad people! Tom G.

We are not sure what prompted this review at this time since Mr. G****** has not been in our dealership for a year or so. There was a delay in completing his repair while awaiting approval from his insurance company but this was resolved as quickly as possible. Our dealership is a third generation family business that has served the Twin Cities since 1949 and we take pride in providing excellent customer service, which is why we have endured for so many years in a very competitive business. 

It took 3 months for my KIA to be serviced after an engine failure that was covered under warranty. It took a month for someone to look at it...then a promise of another month to get fixed and then another month due to missing parts. I was excited to get the call that my car was finally ready… but dismayed when I got my service paperwork detailing that the anti theft recall software was installed. I had never asked for or authorized this because of issues folks had with remote starts after this install. My vehicle is equipped with an aftermarket remote start. When I went to drive the vehicle off the lot, I immediately found that the remote for my remote start/and doors was not working. I walked right into the service department and spoke with Tony who told me the glitch was only with KIA remote starts … and then presumed to question if I was using my remote back in August when the car was delivered. Yes…Because it’s the fob I also use for my keyless entry. There is also a blue light attached to the rearview mirror (part of the remote start) that lights up when car is parked. That was no longer working…. And it was working when my car was parked in the back lot of the facility because I drove by many a times to see if it was still sitting to be worked on. I declined to take my vehicle home that day until the remote start issue was resolved. That next day I was left a voicemail basically telling me that everything was hooked up correctly, aftermarket remote starts were not affected, and I can pick up my car any time. (But your remote start still isn't working) Something happened while my car was being worked on. The anti- theft software was installed without my knowledge or permission! I want someone to take ownership of this. I want compensation if I need to put in a new remote start. It's disheartening to wait 3 months to get a vehicle repaired and then find out the one thing that worked great prior to its arrival at your dealership is now broken.

It is true that the repair to this vehicle took a very long time. Most of the delay was related to the well-documented issues that have plagued the supply chain related to many industries. While we certainly understand how this was frustrating, back-ordered parts are something we simply cannot control. With respect to the theft deterrent software, we were not advised that Ms. ******* did not want this update performed. Nor were we aware that there was an aftermarket remote starter on this vehicle as the key left with the vehicle did not include that fob. However, in the interest of customer satisfaction, we have reached out to Ms. ******* and will assist in getting her a working remote start.

Dan ****** the Barnett Chrysler Service Manager needs to go to de-escalation training. He was condescending, loud, aggressive, challenging and unprofessional. We were both worked up a bit. I tried a couple times to de-escalate things. He kept bating us until we finally just stood up to leave with ****** walking behind us aggressively bating and challenging us. I tried a couple times to de-escalate things, but he wouldn't back down, in fact he increased his aggressiveness. I called his cell phone after leaving to own my side of the meeting, apologizing for how we parted company. The issue was a howling/growling noise in an under-warranty 2022 Chrysler, which Dan blamed on the tires. I asked if they could take tires and wheels off a new identical van on their lot, put them on ours just to see if the condition disappeared to 100% verify it was a tire issue. He told us to leave and never come back. Customer servie rates a ZER), I'd even put it in a negative manner if at all possible. Caveat Emptor folks....

This vehicle was brought to us with the customer complaining of a noise. Our technician found that tires had been compromised because the vehicle had been driven with wheels out of alignment. When the alignment was corrected, the noise remained, due to the damaged tires. The vehicle was then taken to another service facility, which diagnosed the noise as faulty wheel bearings, erroneously relying on a technical service bulletin that, in fact, did not apply to this vehicle. Nonetheless, at the customer’s insistence, we replaced wheel bearings. The noise remained. Again we citied the damaged tires and here is where communication broke down. After 12 months of ownership, tires are not warranted by the automobile manufacturer and when this was explained to our customer, she became angry and vulgar. With respect to rudeness, we are happy to provide our customer with a copy of the recording of that phone call as a reminder of just how the communication broke down.

Today I spoke with someone at Barnett Kia. I scheduled an appt to go look and buy the car. I did an online application got a preapproval. When I showed up for my appointment, the owner came over and told me they just sold the car I was coming in for. It is beyond unprofessional to do this and especially not to notify me. We left immediately. When we call the owner to explain our frustration, he hung up on us because he didn’t like what we had to say.

We did receive an application for credit pre-approval from ************** and scheduled an appointment for him to see and test drive the vehicle. And it is also correct that before he arrived for his appointment the vehicle was purchased by another customer. As we explained, that purchase occurred just moments before he arrived or we certainly would have notified him. There was no commitment from either party regarding this vehicle. In fact, in a text to our sales agent he stated would have to see the vehicle before he could decide to purchase it. It is also true that we did not like the loud and profane language used on the phone call but we did not hang up.

Since late last year I have made 5-7 inquiries to your company about the upcoming EV9 SUV, looking to get really any and all information that your staff may have on this vehicle. The majority of my interactions with your sales staff has been confusingly and surprisingly hostile, condescending, and curt with no obvious provocation on my part. Your staff clearly demonstrated that in many cases they were not even listening to my very straight forward questions. Not to mention that on several occasions the info they did give me was blatantly false. I say that the tone, demeanor, volume level, and aggressiveness of your staff was confusing and surprising because the topic of conversation was not even remotely contentious (Do you have any details on the trim level, cost, availability, reservation process, warranty, etc. . . ). I wasn’t calling to complain or ask for anything unreasonable - I just was looking for info. Unfortunately for everyone involved, I will not be traveling the 3.6 miles from my home to your dealership to spend 6 figures on Kia vehicles, because you have lost this customer before I have even walked in your door. Given that I didn’t have my experience once from one person but multiple times from multiple people over multiple months. I have a strong suspicion that my experiences with your staff is not a “one-off”. Looking at other negative reviews of Barnett Kia, White Bear Lake this seems to be a systemic culture/training issue. I ask for no action or reaction from you or your staff based on this feedback, because it would be moot point as there is no reconciliation possible, but more importantly this feedback is NOT about me – it’s about YOUR dealership and YOUR staff. Given the high customer acquisition cost of new customers in your industry and the fact that I WILL actively give honest negative feedback on my experience at your dealership to all my family’s local WBL friends, family and acquaintances

We are surprised that our lack of specific information regarding this vehicle that has not yet been produced was perceived as rude and more surprised that our tone was considered condescending. While our manufacturer has provided us with the same preliminary information as was released to the media, we have not received any more data than that.  This is not uncommon with new vehicle launches. Ours is a very competitive industry and specific data, especially pricing, is always kept confidential until vehicles are ready for the showroom. In fact, even today, while we have some preliminary information on standard and optional equipment, including some common trim packages, we also know these are subject to change.  We still do not have pricing.  We understand that calling several times and receiving the same lack of information can be off-putting. We regret that our inability to provide the information you were seeking provided such a negative experience for you.  We share your strong interest in this vehicle and look forward to having them on our showfloor during  the coming model year.  

I thought my feedback on my interaction with your sales team was clear, but it was not so let me try again: The fact that your sales staff was unable to give me information that simply wasnt available to anyone or confidential to the public was NOT in any way, shape or form the source of my negative experience. It has NOTHING to do with any lack of information. You cant give me data you dont have I get that. My Negative experience was due to the hostile, condescending, and **** tone and words with several sales people over several months examples:Sounding like my phone call asking basic questions is a burden to deal with Quick, loud, and aggressive snapping back conversational style Gave me the clear impression that they wanted to get off the phone with me ASAP In one particular case last week, misinformation about timeline on when a model will be available to view in any *** ******** in **. (I was told there was no timeline and they didnt expect it to be anytime soon a quick ****** to KIAs website said that they would be available at 4 different *** dealerships in the Twin City Area) Hopefully this clears up any confusion on my negative experience in short the source of my negative experience was communicating with your sales staff and not any lack of information

They will not even answer the phone. It is frightening that we are stuck in a lease with a business this unprofessional and unethical.

As we have explained to ********************** the order of names on a joint lease has no hierarchy or significance.  Obviously,when two names are listed one will be first. They are designated as "co-lesee", meaning equal.  Both the buyers order and the lease agreement list ******* name first and both those documents are signed by both.  If a different order had been requested we certainly would have prepared the lease agreement in that manner.  At no time during the discussions with our sales staff or our finance staff was the name order ever mentioned.  When the documents were completed and presented for signature, if the customers had objected we would, of course,have modified the document.  This lease agreement is confidential, viewed only by the lender, the customer and our staff.  Ironically  by posting her dissatisfaction on social media, Ms. has made this information public. ************************** assertion that we do not answer our phones is false. I was in our sales manager's office when he reviewed this transaction on the phone with her.  

I appreciate Barnetts cryptic, nonsensical, and unapologetic response. It helps support my initial review.

Made an appointment for service repair and dropped off on Feb 10. Two weeks later I still don’t have my car and they can’t even tell me when will be done. What’s the point of making an appointment? Told me got the parts last week so not waiting on that. The service guy I talked to was kinda rude when I said been there two weeks. He said other cars here way longer.

As we have informed our customer, this repair has been completed. It is covered by a 3rd party warranty company that has authorized the repair but has not sent payment. We have explained that we are unable to release the vehicle without payment. Either the warranty company can pay us or the customer can pay us and wait for reimbursement from her warranty company.

*** entire response not true. Not sure why a business like this would lie. I contacted *** and they told me had the parts just didnt have time to get to my car. Said other cars come in that need work. I said whats the point of making appt then. I would have brought my car somewhere else if knew take this long!!! Every person *** told about this said they will never buy a *** because of my experience. Then they say waiting of payment from my warranty place. Called them and said just received request for payment and sent over right away. Today payment was sent over at 10:00 am so hope I can get my car back since been almost a month. Every car repair place talked to said no reason should take this long. Im sure still waiting if I didnt call 2-3 times a week. Worst company ever!!! Again whats the point of waiting two weeks for appt?