The customer service I received from the Berlin City Kia service department was the most…read morefrustrating experience I've ever had with any kind of dealer or auto shop.
We brought our 2018 Niro here in the middle of a road trip. The car went into limp home mode with a transmission-related issue. Since the car has a 10-year, 100,000 mile powertrain warranty, we wanted to take it to a Kia dealership. 700 miles from home in Vermont, our choices were far and few between. I knew this wasn't going to be a quick fix so we rented a car and drove home after double checking the service department had my phone number correct.
A week later, I hadn't heard anything so I called. They couldn't find my service record since the phone number was wrong. No big deal; they updated it. They hadn't looked at the car yet. Again, not a huge deal.
A few days later, I called again. They couldn't find my phone number in their system. They 'fixed' it again. The tech had looked at the car and had ordered a new part. Since they ordered a part without talking to me, I assumed it was a powertrain warranty claim. I asked about that; they did confirm it would be covered by the 10-year, 100,000 mile warranty (we've owned the car since new and it has 75,000 miles).
A few days later, no updates so I called again. "The part is on order; we should get it tomorrow or the next day."
A few days later, still no updates so I called again. "The part is on order; we should get it tomorrow."
A few days later, still (!!!!) no updates, so I called again. "We have the part, the tech should be able to install it in the next day or two. The shop is really busy installing winter tires for other customers." Oh great, happy to have my car fall down the priority list for no good reason. They also updated my phone number again since it was wrong.
A few days later, no updates. I call again. "He hasn't got to it yet, should be in the next day or two."
A few days later, I get a call. "The tech is ready to work on it, but I just went and double and triple checked the warranty. Turns out the gear actuator part isn't covered by the powertrain warranty, so you'll need to pay $2300 or we could return the part and give you your vehicle back in its current condition."
Holy cow, what I rug pull! I did think about buying the part off of Berlin City Kia and getting my car towed to a competent shop for the install. But this would be hard to organize 700 miles away so I authorized the work after taking a few deep breaths. My car was at day 18 of sitting at the shop at this point.
From this point on, I don't have additional complaints. The work was done quickly after this point, the price I paid was fair/expected for installing a new gear actuator assembly, and they even worked with me for an after-hours pickup. The car is running great so far.
If I had known this wasn't warranty work from the beginning, I would have happily had my car towed elsewhere. I usually only go to dealerships if I have to. Why would they order a part, without authorization from me, and tell me it's warranty work, only to change their mind later?
As a longtime Kia owner, this three-week experience has soured me so bad that I'm not likely to buy another one again. I really like the Niro and it's been a great car, but places like Berlin City Kia ruin the experience of owning one. I can't tell if they are being shady or are just incompetent or both.
