Central Kia of Plano

Reviews

• MB

  Madeleine Boulos

  2 days ago
  1.0
  This was the most painful repair process I could have imagined. I assumed all dealerships were like this, but when I took my van to Kia of Carrolton, they communicated well. The difference was huge. Our car was towed to Clay Cooley Kia on June 4, 2026 for a repair covered by a Geico claim. We didn't get it back until August 6, about 9 weeks later. - No proactive updates: I texted on June 13 and got no reply. I then called seven times between June 17 and July 31 just to learn the status. The answers kept changing: "just starting repairs," "waiting on parts," "done by the middle of next week," and then "I thought the right part was in, but it wasn't." After 56 days the car still wasn't done. - No rental help: Geico stopped covering our rental near the end. The service desk said the rental waitlist was 2-3 weeks and couldn't connect me with anyone who could help. - Surprises: On July 31 I was told they needed our spare key, and no one had told us before then. When I dropped it off, I learned the battery had died, which was also news to us. - Failed escalation: The service desk offered only to email my advisor's manager, and I don't think they sent it. I got a callback only after I called again and was transferred to another staff member. - Billing mix-up: On August 5 they said the car was ready but they were still waiting on payment from Geico. Geico told me they had already paid Kia $2,371.71. On August 6 I was told I still owed $4,025.27, and Geico said the dealership never sent them a supplemental request. I paid out of pocket to get our car back. Kia sent Geico the paperwork only after I raised it, and Geico then reimbursed me. Recommendation for improvements (this is for Clay Cooley leadership): - there should be an automatic system update each time there is progress on a repair or if something is needed from a customer, similar to how Kia of Carrolton manages the repairs. Clay Cooley leadership should make this a priority in order to improve the customer experience. Otherwise, the customer is fully reliant on human beings to receive updates, which is a very fallible and unreliable process. Until Clay Cooley adapts some of their peer dealership’s processes in communication with customers, I would not recommend the Clay Cooley service department for any type of extended repair
• MT

  Mich T

  Oct 4, 2026
  1.0
  Last Saturday I took my car for its 15,000 miles check up, for them to only change Gasket oil plug (1), cost 1.00 , Filter air cleaner (1) cost 31.60; Battery term cleaner(1) 20.00 , and kit-oil filter(1) 11.50 then they gave me a recommendation which consists of replace four tires, but they never gave me a wheel rotation, recommendation to replace my front windshield blades, to replace the cabin air filter, and then they put battery replacement. This was Saturday during the week. My car stopped yesterday. It was supposed to be towed back to the dealership. The guy jumped it and told me I’ll be fine. Discontinue to drive me where I was going place my car in the garage and now it’s dead as a door now. Not happy with Kia at this location.
• SM

  Syed Mohsin

  Oct 2, 2026
  5.0
  Outstanding experience at Clay Cooley Plano! I recently purchased my vehicle here, and I couldn’t be happier with the experience. Justin and Alex were absolutely incredible — professional, patient, honest, and genuinely caring throughout the entire process. They went above and beyond to make sure everything was smooth and stress-free. I never felt pressured, and they made me feel like more than just another customer. Justin and Alex, thank you for making this such a great experience! I truly appreciate everything you both did. If you’re looking for a vehicle, I highly recommend seeing these two!
• AI

  amaan inamdar

  Oct 2, 2026
  1.0
  Very disappointed with the service. When I dropped off my car for diagnosis on Thursday, I was told it would be diagnosed by Saturday. Instead, I didn’t get the car back until two weeks later. During this entire time, I received no calls or updates from the service department. I had to call repeatedly—sometimes 5–6 times a day—just to hear that there were still no updates. On one occasion, I waited on hold for almost 10 minutes just to speak with the service representative, only for the call to become disconnected. If I had been given regular updates and clear communication, the delay would have been much easier to understand. Unfortunately, the lack of communication and follow-up made the experience extremely frustrating. Highly disappointed with the service and communication.
• AY

  Amarnath Yadlapati

  Sep 18, 2026
  1.0
  Extremely disappointing service experience — avoid if you value your time. I had a confirmed 5:30 PM appointment at Clay Cooley Kia Plano for an oil change and recall service. The appointment was booked through their own scheduling system, so I drove to the dealership expecting the service to be completed. When I arrived, the service advisor refused to honor the appointment, saying 5:30 PM was too late for an oil change and recalls are only handled in the morning. When I asked why their system allowed me to book that time, instead of taking responsibility for the scheduling issue, he questioned how I booked it and told me I should have called the service center. What made the experience even worse was when he questioned why I came to Clay Cooley when I could have gone to Frisco. That was completely unnecessary and extremely unprofessional. I understand that dealerships have operating hours and procedures, but customers should not be blamed for using the dealership’s own appointment system. At minimum, I expected an apology and a reasonable solution. Instead, I was simply told to leave and try booking another appointment later. Very poor communication, customer service, and accountability. I wasted my time driving there for an appointment the dealership itself allowed me to schedule. Management should seriously review how appointments are scheduled and how customers are treated when the dealership makes a scheduling mistake. This was one of the worst dealership service experiences I’ve had.