Scott m Ibc
map-marker Rochester, New York

Just reached out to James Bell at Media relations by email

James Bell Director, Corporate Communications & Social Office: (949) 468-**** Cell: (949) 344-**** jbell@***.com Good Afternoon Mr. Bell, I have been trying to get the attention of KIA to resolve an issue of customer service. I am a public educator and usually take the high road but this situation is relatively minor and should easily have been mitigated by basic customer service protocols. However; I am resorting to this; random emailing until I at least get a response and acknowledgment that KIA is aware of the poor management and failings of these customer service related items! Sending 1 email to 1 individuals on the corporate website a day till response. I hope you can pass this along to help me achieve clarity on the lack of response to date! Thank you for your time and consideration. Sincerely
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Reason of review:
Poor customer service
Scott m Ibc
map-marker Burlington, New Jersey

Attack for honest review by Ryan service advisor

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Dec 04, 2018

November 29, 2018(new complaint due to lack of response from KIA customer service complaint with Christina 1 80* *** **** ext. 27160 case (#1294****)I am writing this out of utter disappointment and astonishment with regard to my treatment and lack of response by Dealership staff and KIA customer service support.With mindfulness of magnitude and perspective; I believe this is not a life altering series of events. I do however feel the lack of professionalism and competence perpetrated by Burlington KIA and KIA customer service is a failure that any employer would want to avoid!

Original review Nov 27, 2018
I received a call from Ryan the service manager. Ryan was upset at my review and rather than focusing on solving the issue he proceeded to tell me" I feel like your review is a punch in the stomach; you gave us a 350 out of 1000 on your survey. This is how we get payed" This was while he continued to speak over me cutting me off verbally. He even stated that if I was not happy with his service department perhaps I should go to Cherry Hill KIA. I I was taken back; that the survey I submitted was my genuine experience... non-embellished experience! I finally raised my voice and said "If he called me to yell at me and continue to speak over my attempts to speak, the conversation was going to be terminated"! He apologized; and allowed me to speak. I told him that I had a service appointment that afternoon at 3 and at the completion of that service, if all work was completed properly I would gladly revise the service questions to reflect the satisfactory work completed. I did use his words against him and said "perhaps your correct; I should go to another dealer since the 3 previous attempts to fix this windshield replacement have failed. You may not be my best choice!" He said it was my prerogative to shop where I like. I had long pause and was about to hangup when he stated "we can agree to disagree but he wanted to fix my vehicle". I told him again that I would be there at there at 3 pm. He said he was unaware of my appointment! He placed me on a brief hold and came back to tell me I did not have an appointment. He went on to tell me I had not called back his service adviser "MATT". I responded to tell him that I did last Friday and had confirmation in my voice mail from Matt. Ryan proceeded to tell me I did not make the appointment and if I had he would be able to find record of it and I must be mistaken! I told him I was sure I did and I could check to confirm. He cut me off to tell me that he checked with Matt and they where sure I failed to respond. I assured Ryan that I was not mistaken and did not feel this accusation was appropriate! Ryan continued to state he could do nothing for me that I needed set another appointment and that he would personally ensure the service would be completed. I was to call Ryan directly and we would set that date. I told Ryan I needed to address daycare pick up as I had the previous dates and I would call him back with a date as quickly as possible! I did in-fact confirm my Mother in law could pick my daughter. I called Ryan back within 20 minutes of our conversation's completion and received his voicemail I left a message for him to call me back. I have the voice mail from Matt I have saved and forwarded it to my email and would like to share it with anyone at KIA so that you may use it to ensure the highest level of customer service! I wanted to speak directly to him(Ryan) so there would be no miscommunication. I called back 2 more times; (only 15 minutes apart) no answer (I can also provide call log) and I am still awaiting a response! I called your Customer service (800-333-****) filed a service notice with "Christina" before I went home that day!Case # (1294****) It has been almost 48 hours since that case was opened and voice mail to Ryan and this message is in response to the follow up email automated from the previous survey? I would not have addressed this in this manner if this follow up was not submitted to me! While writing out this narrative has crystallized this in my mind I am again upset! Upset at no fault of my own! I did also fail to note the price I was quoted $437.00 has now been updated to almost $1000.00 and I to proceed have failed a claim with Progressive and I have been told that I will need to pay out of pocket and submit to insurance for reimbursement. I have a $500 deductible and that is what it is, but this situation has been so poorly handled from service ordering wrong glass multiple times to lack of customer service it has truly soured my feelings towards a vehicle I enjoy and have bragged to other about the value and enjoyment of creature comforts! I switched from a Lincoln MKX into this vehicle. I will no longer suggest others to look at KIA's as I can not recommend a brand that fails to provide quality of service! I am actually so upset I have started paying attention to car ads. It would be a shame that as you raise your marque and your dealership has banners claiming your customer service virtues; I am left feeling so disappointed! Sincerely Scott Munro
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  • Kia and burlington kia and the total failure to follow up
  • Burlington kia service fail
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment

Kia stinks

map-marker Millville, Pennsylvania

2012 kia sorento paid 30,000.00+

Bought a 2012 kia sorento and have been having problems with the a/c. You would think that a brand new car doesnt have any problems. I bought it for over 30,000.00 with a super high apr beacause I don't have perfect credit. Anyway not five days go. By and the cars a/c breaks down!!! You would think that customer service would take care of me with some type of complimentary such as a car wash / gas filled up/ maybe a keyless remote entry starter package installed for losing time from work and family. Something were talking about a company that grosses over a billion dollars in sales a year.. No customer service for the middle class hard worker busting his but to make payments way over budget for a brand new vehicle that does'nt work... Ahhhhhhhhj.....
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