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This the story of why I will never again buy a Kia.
In June 2006 I did a great deal of research while looking for a new car. When I looked at and
drove a Kia Optima I was sold. I left with it that day!
I loved that car, so much I went and got a second Kia in
Feb 2007 ( a Kia Rio) from the same dealer. I even bought
a 10 year 100,000 mile extended warratny from the dealer
on the Kia Optima (spoiler alert - that is a waste of money).
Both are great cars, but only one problem.
The Kia Optima has a paint issue.
Paint started to peel off the fender in 2008
and a paint bubble on the roof is rusting.
These things happen, but hay! I have 10
year 100,000 mile bumper to bumper
warranty! No worries.
So I called Kia well within the 36,000 base warrenty period, but work, etc.. never allowed me
to make the appointments. But it was recorded that a defect was found!I Finally got it to the
dealer in May 2009.
It was agreed the damage happened well within the 36 month/36,000 base warranty period,
but I did not bring it in until after the car was at 40,000 miles (but hay, why worry;- I have a
100,000 mile 10 year bumper to bumper warranty from the dealer. Everything should be ok.
Well, no. Turns out the extended warranty does not cover paint. When I asked to speak to
the manager/owner of the dealership (a very nice man) he told me, “oh that was sold to you
by the previous owners”; However I could talk to a Kia corp. representative when he comes
to town in 6-8 weeks.
About 8 days later I received a call from the dealership. The Kia rep would be in Huntsville
and was given an appointment for 2PM a few days later. I arrived and waited for about 15
min while the rep worked on his computer. When he came out and introduced himself. It
took him all of 1 min to tell me No. He stated the paint bubble was due to “environmental
damage” like bird poop. I said no, I keep my cars clean. He told me I would have to prove
that was not the cause. I told him as an engineer who works for NASA, unless Kia paint is
water based that could not be. He then looked at the bumper and said “no” again.
He summed it up by saying yes he agreed the damage occurred within the 1st 36,000 miles
but the warranty said no coverage. He then walked over and opened the glove box and
looked inside until he found the users guide/warranty book and showed me 3 years/36,000
mile (I never gave him permission to rummage in my glove box - gross). I told him the
warranty was not in dispute, the extended warranty and reporting the problem within 3 years
is. He then opened the hood and looked an the engine. He said “it's dusty” What a dusty
engine has to do with a paint issue is beyond me. He asked who does my regular service
(rather personal). I told him I do.
It basically went down hill from that point. I told him (and the dealer rep) I bought two new
cars from you guys in a 7 month period, referred many people ( and 3 did buy a new Kia
based on my recommendation) . That did not register at all. I told them both I would never
again buy a Kia, then left.
I sent a consumer comment/complaint to Kia via the Kia website. Got a call/message within
3 days. Then called the rep back. That was a mistake.
To sum up our conversation:
1. Same dealership for last 5 years - I was lied to
2. The Kia rep looked at the engine to make the point I should use Kia
service.
3. The Kia does not control any extended warranty sold by a dealer (it's
between the dealership and me) - Kia takes no position.
4. It ended with her yelling at me.
OK, maybe it's me but a customer rep should never yell at a two time customer.
Call Carrie "the Kia rep" @ 1800-333-4542 X 45099 let her know you don't think it's OK.
To sum it up, Kia makes great cars, the customer services are terrible, I was a customer for
life but not any more.
drove a Kia Optima I was sold. I left with it that day!
I loved that car, so much I went and got a second Kia in
Feb 2007 ( a Kia Rio) from the same dealer. I even bought
a 10 year 100,000 mile extended warratny from the dealer
on the Kia Optima (spoiler alert - that is a waste of money).
Both are great cars, but only one problem.
The Kia Optima has a paint issue.
Paint started to peel off the fender in 2008
and a paint bubble on the roof is rusting.
These things happen, but hay! I have 10
year 100,000 mile bumper to bumper
warranty! No worries.
So I called Kia well within the 36,000 base warrenty period, but work, etc.. never allowed me
to make the appointments. But it was recorded that a defect was found!I Finally got it to the
dealer in May 2009.
It was agreed the damage happened well within the 36 month/36,000 base warranty period,
but I did not bring it in until after the car was at 40,000 miles (but hay, why worry;- I have a
100,000 mile 10 year bumper to bumper warranty from the dealer. Everything should be ok.
Well, no. Turns out the extended warranty does not cover paint. When I asked to speak to
the manager/owner of the dealership (a very nice man) he told me, “oh that was sold to you
by the previous owners”; However I could talk to a Kia corp. representative when he comes
to town in 6-8 weeks.
About 8 days later I received a call from the dealership. The Kia rep would be in Huntsville
and was given an appointment for 2PM a few days later. I arrived and waited for about 15
min while the rep worked on his computer. When he came out and introduced himself. It
took him all of 1 min to tell me No. He stated the paint bubble was due to “environmental
damage” like bird poop. I said no, I keep my cars clean. He told me I would have to prove
that was not the cause. I told him as an engineer who works for NASA, unless Kia paint is
water based that could not be. He then looked at the bumper and said “no” again.
He summed it up by saying yes he agreed the damage occurred within the 1st 36,000 miles
but the warranty said no coverage. He then walked over and opened the glove box and
looked inside until he found the users guide/warranty book and showed me 3 years/36,000
mile (I never gave him permission to rummage in my glove box - gross). I told him the
warranty was not in dispute, the extended warranty and reporting the problem within 3 years
is. He then opened the hood and looked an the engine. He said “it's dusty” What a dusty
engine has to do with a paint issue is beyond me. He asked who does my regular service
(rather personal). I told him I do.
It basically went down hill from that point. I told him (and the dealer rep) I bought two new
cars from you guys in a 7 month period, referred many people ( and 3 did buy a new Kia
based on my recommendation) . That did not register at all. I told them both I would never
again buy a Kia, then left.
I sent a consumer comment/complaint to Kia via the Kia website. Got a call/message within
3 days. Then called the rep back. That was a mistake.
To sum up our conversation:
1. Same dealership for last 5 years - I was lied to
2. The Kia rep looked at the engine to make the point I should use Kia
service.
3. The Kia does not control any extended warranty sold by a dealer (it's
between the dealership and me) - Kia takes no position.
4. It ended with her yelling at me.
OK, maybe it's me but a customer rep should never yell at a two time customer.
Call Carrie "the Kia rep" @ 1800-333-4542 X 45099 let her know you don't think it's OK.
To sum it up, Kia makes great cars, the customer services are terrible, I was a customer for
life but not any more.
