Nelson Kia

Excellent service and staff.
Bought my car there 19 months ago and i am so thankful I drove the extra miles to purchase from them. Recommend them to everyone and Subaru Forester is an excellent choice.

Nelson Kia service department is incompetent at best. They needed to drain fuel and replace a part. It took them two days to decide that they didn't have anything to drain the fuel into all while telling me I called "they are working on it now". My car pings me for every movement, so I knew that were not working on it. I was promised an overnight delivery of the needed part since my car is a 2025. It took 4 days to get an overnight part. Not once during this whole experience did anyone offer a loaner car. The whole repair time was less than 3 hours. I was given $50 credit for the inconvenience but then charged almost $20 because I used a credit card (what a ripoff).
I did speak with the customer care manager, Jack Norton. He stated he would return a call but never did. He was more concerned that the staff gave out his cellphone number that helping the customer.
My biggest concerns are 1. How does a dealership not have something to drain fuel into already onsite? 2) Don't continue to lie to a customer about "working on it" after you have already been called out for not doing anything. 3) If you promise something and it can't be accomplished, communicate with the customer to reach solutions. (The part needed sat in Charlottesville for 4 days. Someone else or even myself driven up to get it).
My advise: DON'T USE THIS DEALERSHIP, GO SOMEWHERE ELSE!!

LESSON LEARNED

I took my 2006 Forester in for an oil change and state inspection. The customer service by Marian was excellent as always! I appreciate the shuttle service and the free car wash immensely !

Good customer service and attentive to my car needs. Also, I was kept informed about my car service progress while I wait.

We had a very positive experience with Nelson Subaru in purchasing my Crosstrek. Our salesman Michael Roberts was very knowledgeable and helped us in deciding which car was best for us by providing his expertise in the Subaru and Kia brands. It actually was one of the more pleasant experience in purchasing a new car.

Such friendly and helpful staff at Nelson Subaru. Waiting area clean, stocked with water, snacks. I also like that they let you know status of work being done on your car. Highly recommend this dealership!

I took my Subaru ascent to Nelson to fix an issue with my tailgate and get my oil changed. They were great! Fixed everything for a reasonable price. The customer service was exceptional. And I got a free car wash!

As always great service at Nelson Subaru, Prompt, professional, and thorough service at an affordable price. The car wash at the end is a nice touch! Marion is a really great Service Manager!

Great customer service from Marian and Kailey as well as great service on my truck from Chad! Even washed my dirty truck! You guys Rock!

We bought our Telluride in October of this year. We were very impressed at the time with the sales team. Today we did our first oil change and tire rotation which was free. We were very impressed and pleased once again with their service. Reese Roberts really does go over and above in customer service.

I was car shopping and spoke with a nice sales representative. My car had been totaled in a deer accident and told him I should receive my payout in a day or so. I test drove and made an offer on a vehicle and told him I would get with him in a day or so. He was off on Thursday and I had to work so I told him I would be back in touch on Friday. I inquired how much I could leave as a deposit so the vehicle would not be sold and he said he would "hide" it. I wasn't worried and two days later I emailed them my final offer before 8 AM as I had taken a vacation day from work and was going to buy a vehicle the next day. I didn't hear back from them until near the end of the day and was told in an email that the car was sold that day. It would have been nice for them to have contacted me before selling it out from under me prior to making a deal with another customer! It would have been good business to have called me, since I was interested first and planned to come back on a certain day to finalize it, before making the sale to another customer. I guess they had more money or didn't try to get the best deal possible. It makes me wonder if I had put money down would they have done the same thing? Very poor business and customer relations. I will never set foot at their place again and I advise you to be aware of their poor ethics. They offered no warranty on the vehicle, none. I think I dodged a bullet. Bless their hearts!

Had an appointment for servicing. Nelson Kia reached out and said they could not honor it and had to reschedule. Showed up at the rescheduled time and no one acknowledged me when I first arrived. Stood in front of the service advisors desk for an awkward amount of time before she could be troubled to look up. After waiting over 2 hours for a simple oil change, they had put the wrong oil in my car. I brought it to their attention and they did correct it, but during this time I noticed they had filled out a customer satisfaction survey on my behalf without asking me anything from it. I questioned them about it and they didn’t really know what to say. When they brought me my keys the second time, they were rude as if I was the one who made the mistakes. Once I finally got back in my car it reeked of cigarette smoke. Next time I’ll stick to a Kwik Lube or find a Kia dealer in Roanoke.

I am highly disappointed with Nelson Kia/ Subaru. I bought my 2015 Forester from them in 2018 for my son to drive. Over the years I took it to them several times for oil leak problems which apparently were at least temporarily taken care of. However, my son would have sporadic low oil messages and low tire pressure messages to come on and he would add oil or air to fix the problem. When the AC quit on us in 2020 he decided not to take it in to be fixed because of the long wait times we had experienced in the past. The car has been pretty dependable for the past few years. The last week of this September, my son got an AT Oil message and an ABS message, both in yellow, to pop up on his dash. He drove it home, about two miles, and the next day I called a tow truck to take it in to Nelson Subaru, as a google search indicated that it could possibly be a transmission problem. It is October 21 today and to this point it has not been looked at or diagnosed and it has been over a month since Nelson has had it. The very nice service manager, Marian Ullrich, had told me that they were down three people in the service area due to death and illness and I am very sorry about that and know that produces a hardship. So I tried to be patient with the time frame. However, I am disappointed that no offer was made to me for a loaner car and no compensation was offered for the car I had to rent (from Nelson collision). I asked about both but no loaners were available and Ms. Ullrich said that reimbursement for rental vehicles was not something she dealt with and she evidently did not have time to contact anyone else or pursue any options for me. Meanwhile after several weeks of waiting, I managed to sell the Subaru, which Nelson would not allow to leave their lot until I paid the September towing bill, $85.
I know that businesses suffer unfortunate staff issues, but I truly felt that Nelson did not care about my car problems, or my significant inconvenience and expense. To have a car on the lot and not even diagnose it in a month's time is unacceptable. I hope that Nelson's service department will be able to get the staff they need and do better for other customers than it did for me.

I asked about getting a same day oil change and Marian managed to get me in there within an hour! The oil change and tire rotation on my Subaru was quick and efficient. In addition to a sparkling carwash, they cleaned my windows and mirrors inside and out! It felt like my car was new again!

Many thanks to the knowledgeable and professional staff at Nelson Subaru!

Kia replace my engine and done a great job they keep me informed and updated on the progress . I will say the service department at Nelson Kia is the best that I have experienced out of all the dealer. I have dealt with in the past. I want to give a shout out to Allen and his team

The service at nelson subaru was extraordinary. I was on the way to visit a very sick cousin and friend in athens georgia. I had several warning lights appear on the dash of my Subaru. I
thought they would stop on the way because I hD heard the check engine lightwould come on if the gas cap wasn't closed tight so I
closed the gas cap sufficiently. At any rate about an hour from home and the warning lights were still on. I was.
Happy to see a dealer and and pulled in to see if they would help. Even though they were quite busy , they took time t

o arrange a rental car for me to complete tmy trip to georgia. That was a blessing for me as I got to the hospital in iime to h ear the doctor explain the situation and possible risks. They had. my car fixed, cleaned and ready to go as soon as I returned the rental car.

I haven't had an issue with my 2019 Subaru Assent that wasn't addressed with the highest priority. A special shout out to Big Ed and his staff... Especially Marian who goes above and beyond to make all of the customers (not just me) in her charge feel like they are her only priority... CAC

Nelson Kia provides the best service in Henry County and the surrounding counties. They seek to give their customers the best prices. Also, they are attentive to details so their customers are safe and happy. Thank you!!!!!

Excellent customer service. We have been taking our Subaru’s to Nelson for 10 years and have purchased 3 Subarus from them over the years.

I want to thank Marian, our Service Advisor for her professionalism and attention to detail! That has always been my experience for the past 4+ years.

The older grumpy lady was very short and rude when i walked in. after waiting 15 minutes in the waiting room i walked back out to her desk and reminded her i was still waiting. i signed the paper and she immediately started walking out. i had to raise my voice and tell her “more needs checked” as she was writing it down she was acting irritated and doing the heavy exhale like i was a bother. the mechanic did his job then i got my paperwork and left feeling very irritated at the older grumpy lady at the first service desk.

Been using this dealerships service department ever since I've moved here and continues to be a standout. They are honest and determined to keep their customers. Service personnel are friendly and courteous, a good reason to buy a car from them.