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KIA Motors

KIA Motors review: Customer care and service

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8:48 am EDT
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I purchased my car, a 2023 KIA Sportage, in May of 2022. Beyond the Manufacturers warranty, I purchsed an extended warranty for bumper to bumper coverage for 100,000 miles. On April 8, my wife was driving my 6-month-old granddaughter home when the engine light started flickering on and off and the car kept stalling. We called Willowbrook KIA and brought it in for service. They claimed that bad gas was the problem and charged me approximately $1100 to remove the gas and replace plugs. Two days later, the same issue happened. They took the car back but could not identify the problem and said that the computer likely recycled the problem and all should be well. I picked up the car and the same problem occurred 3 blocks from the dealership. I returned it immediately, they connected the car to the scanner and said it was a fuel pump problem. This time they replaced the fuel pump and said they could get it under warranty.

On April 10, I stopped by my Gas Station (I only use 2) and they said they will start an investigation but no one else made any complaints. I recieved notification from them on April 30 that after investigation, the readings showed no bad gas and there were no other complaints.

Following is the timeline of every contact I have had with KIA Customer Care and the dealership.

Dealership- Willowbrook KIA

April 8- Original problem-Engine light flickering and car stalling and going.

April 10- Took car to Willowbrook Kia

April 11- Said car was done. Emptied tank, replaced spark plugs and charged $1100

April 15- Car bad again

April 18- After the tech drove it around and home, the light did not go on again. Was told it may have just been a repeating code.

April 18-Picked up car and the same problem 3 blocks from dealer. Turned around and brought it back. They connected to the computer and said it needed a new fuel pump. Said they would get it covered under warranty.

April 25- Picked up car.

April 28- Happened again. Said I can bring the car in on Monday the 29th.

April 30- Received message that Tech started a specialty case with KIA engineering due to current fault.

May 1- KIA had tech run tests and send results.

May 7- KIA tech line had them do a drive cycle recording. They did the recording and uploaded data.

May 15- After hearing nothing from Tech Line, the Area General Manager came in and contacted them about his disappointment. It was assigned to another agent and asked them to run another test.

May 17- General Manager called and said that KIA rejected everything. I asked for an estimate and he said they will get it together.

May 20- Called for estimate, our Customer Service tech was out. They said the Service Manager would call back. Never called.

Customer Care

May 1- Called KIA (spoke with Sandra) and got case escalated. #[protected]

May 3- Spoke with Monica. Told her we need answers about a rental car. She told me to rent a car and it will be covered.

May 8- Spoke with Monica- She said case has been escalated and I should hear from the case manager with 5-7 days of escalation.

5-13- Spoke with Shakira. She said the case was not given to a Case Manager until today (May 13)

5-13 Spoke with Ashely- She was very nice and told me she would try to push for a quicker call. Connected me to her manager, Brenda. Brenda talked with Maranda(Case Manager) and told me she would call by tomorrow (The 14th)

5-15- Called and spoke with Terry. He said it is usually 5-7 days after the manager has been assigned. Connected me with Brenda again who said she would try to push Maranda to call me.

5-17- Was told by the dealer that KIA denied all claims. I called Customer service and spoke with Rebecca. She said she would file a “did not call” ticket to try to move this along.

May 21- Spoke with Miranda, the Case Manager. She was very indifferent, almost patronizing, reading from a script telling me she is sorry that others in Customer Care told me incorrect information but they will not cover anything. She seemed to be a case manager who knew very little about my case.

I have worked with several Customer Care departments over the years and actually help to implement customer care software solutions, and KIA is far and away the worst experience I have ever had.

Claimed loss: As of now, $1100 for first repair and $690 for rental car.

Desired outcome: Compensation and fix my car.

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