Evans Halshaw - Kia Stourbridge Omdömen 

Very helpful staff but was short staffed on the desk and on the phone

I have an ongoing dispute with Evans Halshaw/Lithia's head office after purchasing a used vehicle from a Kia dealership. While the experience from the dealer was very good and I'm sorry this listed under them (but there is no option, on here, for their faceless head office), unfortunately the experience of dealing with the head office was the total opposite. This was in regards of the Premium Guarantee. Everything from misleading and contradictory information provided to spending months chasing them for a response to my formal complaint which they continued to ignore (even when sent by signed for denying they had received it despite a signature being provided!). At the end of it all they still believe they didn't do anything wrong and refused to issue compensation despite the loss of time, stress and financially. Thanks to their head office I will never purchase another vehicle from Evans Halshaw - AVOID!

Fantastic experience with Evans Halshaw Stourbridge.
My first contact was with Mark, business manager who answered all my questions with professionalism and honesty about a used car that had just arrived. Thereafter through the process of it being prepared for sale I Linda Collins -Sales Executive has supported me though every step until I drove my lovely car away today. Linda had been so professional, efficient, thorough and kind throughout the whole process and I have totally trusted her. I cannot recommend Linda highly enough - thank you.

Made appointment by phone,delivered car on due date,had a call to say it was ready for collection.
All staff friendly,car nice and clean.
Over all good service.
Thankyou.

Lin was very friendly and helpful. She made sure we were informed on all our options, she wasn’t pushy or overbearing. For a first time buyer from a dealership, it made for a great, easy experience.

Excellent service
Friendly & knowledgeable team

Alex Woolley was our sales person and he was very professional, helpful and supportive throughout the whole process. He was very knowledgeable and very cheerful! Thank you so much!

My wife and daughter completed a purchase of a Kia Xceed, unfortunately I could not be at the handover and this was the first time they had handled this themselves. Linda Collins did an excellent job looking after my girls, and although I did have a few queries afterwards, Linda cleared up my worries within 5 minutes the day after. True 5 star service. Thank you Linda.

Brilliant 8

Customer service is really good, the service they give is professional.

First-class service from start to finish. We met a few from the team who were all exceptional but Nathan was our main port of call and he was magnificent! He was friendly, professional, and made the whole process straightforward and stress-free.

We’re delighted with our new car and wouldn’t hesitate to recommend this dealership to anyone looking for excellent customer service and a great buying experience.

All staff were professional and helpful at all times .From beginning to end of my time at Kia Stourbridge.

Good service

Very friendly service and prompt attention.

My experience with the service department was disappointing.

Communication throughout the process was poor. As a customer, I was not clearly advised what to do if any issues arose during or after the service, and I was not kept informed about the progress of the work being carried out on my vehicle.

I also felt there was a noticeable difference in attitude once it became apparent that the vehicle was a lease car rather than a privately owned vehicle.

A courtesy car was not available despite me requesting one several times over a period of more than a month. This created significant inconvenience.

On the day of the service, I was required to wait approximately five hours. During this time, there was no offer of refreshments - coffee machine out of service, the Wi-Fi connection was poor, and I was repeatedly encouraged to wait elsewhere without a clear explanation as to why I could not remain in the customer area, the sites are not design to do any PC or office works or even take the meetings.

The overall customer care fell well below what I would expect from a main dealership. In all honesty, I have received better communication and customer service from many fast-food restaurants like Mcdonald's than I experienced here.

The sales department may be excellent, but based on this experience, the after sales and car service department requires significant improvement in customer communication, customer care, and overall service standards.

What could have improved my experience:

Better communication before, during and after the service.
Clear explanations of what work was being carried out.
Regular progress updates.
Availability of courtesy vehicles or better management of customer expectations.
Basic customer hospitality during long waits.
A more customer-focused approach from service advisors.

This is firm, factual, and difficult for them to dismiss as an emotional complaint. It also gives management specific areas to address.

Great service as always, and made to feel welcome, and car was cleaned inside and outside.

Reception staff very helpful and friendly.

From start to finish getting my son car was straight forward so helpful Ryan was amazing so easy to deal with and helpful
You done amazing with everything
Happy son happy mom

Thanks again