"Extremely poor customer follow up. "
serious mechanical issue with the car I bought only 6 weeks later.
Kia blames the make of my vehicle, telling me they don't like selling them because they know it's expensive to fix, and suggesting I blame the make, and not their lack of inspection.
Ensures me that a proper " safety" inspection was done, but then admits that the belt that broke, is not part of their inspection, because they " don't consider it to be a part of the safety inspection" (??)
( it was the A/C compressor belt, that also runs the water pump. I can understand them not considering the A/C to be a safety issue, but the water pump certainly is, and you cannot run the car without it)
I also found out during the repair of the above, that the back rear brakes needed not only pads, but rotors as well, as that the grooved condition of the rotors, meant that this was obviously not something that happened within 6 weeks. There is only 20% life left on the brakes.
Kia should have replaced those prior to the sale, as any other dealership would have done.
However their General manager told me " it passed our safety inspection"
When I asked him for the measurements, he said " well I don't have them at my fingertips, but I can assure you, it passed" I asked if it had been perhaps just a visual inspection, rather then an actual measurement, he could not answer that.
He not only refused to take responsibility for any of mechanical issues, but took a week just to simply call me back. I had left phone calls, and emails. ( I live out of town, and was not able to visit the dealership). Each time I was told he was either " not in the office", or had " left at noon", but assured my message was marked " urgent", and that he would respond. Only when I posted my complaint on social media, did someone reach out to me, and it still was not the General Manager, who Id been asking to speak to.
When Mehdi, the General manager finally called me, he was so condescending, and defensive, and he refused to except consideration that their inspection had been sub par.
Instead, insisted that the dealership who fixed my car, was only telling me that, to gather my business for future repairs. ( he also then went on to tell me that the reason my car was so expensive to fix, was because it was a Volvo, and that's in fact why they don't like to sell them, and try to have you buy extended warranty) And while extended warranties are never a bad idea, in this particular case, if an appropriate and proper safety inspection had been done, there would be no need for extended warranty for the type of repairs that were needed . I have now asked several times for his response in writing, so that I may escalate my complaint. I have yet to receive that, even tho I sent a follow up email to request yet again. When i spoke with him directly, and mentioned I would need this, and my reasons for it, he laughed, and said " well I don't know what type of escalation you think you can do, we will not be paying out for any repairs, do you think I'd honestly pay another dealership to fix your car?" His unprofessionalism, and lack of quality customer care is appalling. To take SO long to respond to a complaint, and then only do so because it was posted on social media, is such a poor showing of management skills, that I am actually curious how he is in the position he is. Never mind that once he finally replied, he was so abrasive, and condescending.
To laugh at someone who has just had to spend 2400$, on a repair, and is clearly upset at the fact that this would have been a non issue if they had done their due diligence, is inexcusable. He tells me they do the same point inspection that all dealerships do. That is not true, I have called several to inquire, and all have stated that belts and hoses are definitely part of safety inspection.
The way that dealership, and particularly this General manager has chosen to deal with this, and the time it took, is unforgivable. I would never recommend this dealership to anyone.
I don't know whether he hung up, or we were somehow disconnected, but the call ended abruptly. I tried to call right back, but to no avail.
This General manager needs to take a long hard look at his customer service skills. As even if he doesn't agree with the complaint, he has a long way to go in knowing how to deal with things respectfully, professionally, and in a timely manner