Frank Garcia

Jen Richardson

Sep 8, 2026

Google

The service department has been an absolute nightmare to deal with. Oscar does not respond to messages, texts, or phone calls. I have spent over 20 minutes on hold simply trying to locate someone who can assist me, only to eventually have to hang up and call back because no one answers. Frank Garcia has also been extremely unprofessional. He has shown very little concern for my situation and has made me feel as though my concerns are an inconvenience rather than something worth addressing. There has been no sense of urgency, communication, or genuine effort to help. It is extremely disappointing to see a company of this size being represented by employees who communicate so poorly and treat customers with such little regard. Customers should not have to repeatedly chase down employees just to get basic communication and assistance. This experience has been incredibly frustrating, and I strongly believe the service department needs to take a serious look at how customers are being treated and how these concerns are being handled.

Alberto Aponte

Sep 7, 2026

Google

The worst experience and the most frustrating service guy Franco… absolutely disgusted of how he’s trying to pad bills and then the manager Frank Garcia another character that just wants to pad a bill and try to make me pay for their wrong doing. Says an oil change comes with fuel and engine cleaner…. Just horrible business!!! Think again before getting service here.

Elise Rivera

Aug 26, 2026

Google

Extremely Disappointing Experience With City Kia’s Service Department I brought my 2022 Kia Telluride to City Kia because the A/C was clearly not working. This is Florida in August my kids and I were sweating in the vehicle, and the air coming from the vents was over 70°F. After keeping the vehicle overnight, City Kia told me nothing was wrong with the A/C, claimed it was blowing around 45°F, and sent me home after charging me approximately $500 for coolant and a diagnostic fee. Within 24 hours of picking up the vehicle, I took it to a different repair shop. Within one hour, they diagnosed the A/C compressor as faulty. I immediately sent photo proof of their findings to City Kia’s service advisor. Despite being provided that proof less than 24 hours after City Kia told me nothing was wrong, they refused to waive or refund the original diagnostic fee, claiming these were “two separate events.” In reality, it was the same A/C problem I originally brought the vehicle in for that they failed to properly diagnose. I returned to City Kia, and five days later they finally confirmed exactly what the other shop had diagnosed in an hour: the compressor was faulty. What makes this even more frustrating is that my Telluride had approximately 59,200 miles, and I was concerned about warranty coverage ending at 60,000 miles. Being told there was nothing wrong and sent away while the vehicle was still within that mileage window was extremely concerning. Frank (manager) was much nicer during my second visit, which I appreciated, but overall I felt dismissed rather than listened to. To top it off, I accidentally left my garage door opener and visor in the loaner vehicle. I fully acknowledge that was my mistake, but after three calls and multiple texts, I still cannot get anyone to call me back about retrieving my belongings!! A basic A/C issue that another shop identified within an hour turned into multiple visits, days without answers, roughly $500 in charges, and City Kia ultimately confirming the exact problem I told them existed from the beginning.

Anvixa LLC

Aug 19, 2026

Google

Service manager Frank is useless.

Crissel Torres

Aug 17, 2026

Google

City Kia Orlando’s Service Department has provided some of the worst customer service and communication I have ever experienced. Rafael Hernandez is our service advisor, and trying to communicate with him has been extremely frustrating. We have called repeatedly, have been hung up on, and have been told multiple times by the receptionist that he would call us back—only to never receive a call. Our emails have also gone unanswered. In addition, I spoke with Frank, who communicated with me in an extremely unprofessional and dismissive manner and ultimately hung up the phone on me. I have also repeatedly requested the opportunity to speak with a manager regarding this situation and have been refused the opportunity to speak with management instead of being allowed to escalate and resolve our concerns. Our vehicle repairs have already been completed. Progressive has confirmed that the covered portion of the repair has been approved and that the insurance payment was issued by check on 08/12/2026. Our Progressive representative has also confirmed that the necessary documentation was sent directly to Rafael. To be completely clear, both my husband and I fully understand that we are responsible for our deductible AND for any portion of the repairs that Progressive did not cover. We are not refusing or attempting to avoid paying any amount that is legitimately our responsibility. We are prepared to pay the dealership what we owe in order to retrieve our vehicle. The issue is that despite the insurance payment being issued and the documentation reportedly being provided to the dealership, we still cannot get a return call or clear communication regarding what is needed to finalize payment and release our vehicle. Meanwhile, our repaired vehicle remains at City Kia, and we continue paying out of pocket for a rental vehicle through Kia every additional day this goes unresolved. What makes this situation even more unacceptable is that we have actively tried to resolve it through the proper channels. We have called, emailed, contacted Progressive, asked for callbacks, and requested management involvement. Instead of receiving assistance, we have experienced unanswered communications, calls being disconnected, unprofessional treatment, and refusal to allow us to speak with a manager. Again, this is not a dispute about our financial responsibility. We understand what Progressive is covering, we understand that we must pay our deductible, and we understand that we are responsible for any remaining amount not covered by insurance. We simply need City Kia to communicate with us and Progressive, provide us with the final amount due from us, and allow us to complete payment and retrieve our vehicle. The repair itself is not the reason for this review. The complete lack of communication, unprofessional treatment, refusal to escalate our concerns to management, and additional rental expenses we continue to incur while our completed vehicle remains at the dealership are the reasons. I sincerely hope City Kia management sees this review and addresses this situation immediately. No customer should have to go through this much simply to get clear communication and retrieve their vehicle after repairs have been completed.