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  • In March 2011, my wife and I purchased a 2011 Kia Sorento from Courtesy Imports in Henderson, NV. We negotiated five (5) oil changes as part of our purchase. Our salesman was Sergio Brooks. At the time of the sale, we asked Mr. Brooks if there was something we needed to redeem the oil changes and he said no, that they would be reflected in the service department's computer. When we returned for our first oil change, the service person said that he had no record of the included oil changes but performed it free of charge anyway, suggesting that we follow up with Mr. Brooks. We called Mr. Brooks twice and each time, he said we indeed should have received some vouchers in the mail (exactly opposite what he said at the time of the sale) and he would check on the status of them. However, after two phone calls and an e-mail, we did not hear back from him. We also never received any vouchers. I contacted the General Manager, Harold Drezner, in an attempt to resolve the issue. Mr. Drezner was very short with me and said he would ask Mr. Brooks if he remembered agreeing to the oil changes. He said if Brooks remembered, he would honor them. If he did not, there was nothing he could do. When I followed up with Mr. Drezner (he did not call me back), he said Mr. Brooks did not remember. He said, however, that he would "give [me] a couple oil changes to keep me happy." First, a "couple" oil changes would not keep me happy, since they owed me four (4) oil changes. Second, his dismissive tone was off-putting. Rather than put this new agreement for "a couple" oil changes in writing like I asked, he said I should just call him whenever I needed an oil change. I resolved to get as much of my bargain as I could before I complained further, since it was clear Mr. Drezner was not interested in honoring the agreement. I received my second oil change free (the service there has always been absolutely top-notch). However, the service person told me she asked Mr. Drezner about the free oil changes and he said this was the last one (so much for the "couple" to make me happy). Though the three oil changes I did not get do not seem like much, it is a big deal to me because it demonstrates that this dealership cannot be trusted. If Mr. Drezner even bothered asking him (which I doubt he actually did), and if Mr. Brooks said he does not remember, then I believe that Mr. Brooks is a liar. The oil changes were a very prominent part of our negotiations and in both telephone calls with him, he indicated that he remembered the oil changes and that there must have been a glitch in us receiving vouchers. Mr. Drezner, for his part, is just a jerk. He was curt, dismissive, and uninterested in "customer satisfaction." I submitted a complaint to Kia, who took note of it but said there was nothing they could do since oil changes were an issue that had to be resolved at the dealership level. I am very happy with my Kia Sorento. I am pleased with the price I paid. The service department is fantastic. But I will never patronize this dealership again. I tell every person I can to avoid it. I intend to post my opinion on every public forum I can find. Theirs is simply not the way to do business.
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