PUBLIC CONSUMER ALERT: FOWLER KIA…read more
A Disappointing Experience After Years of Trust
I am sharing my recent experience with Fowler Kia as a warning to other vehicle owners and as a reminder of the importance of honesty, accountability, and customer service.
On Monday, I took my Kia Telluride to Fowler Kia for its scheduled 90,000-mile maintenance service. I purchased my SUV from this dealership in 2021 and have trusted them with its care and maintenance ever since.
Unfortunately, that trust has now been broken.
After my service appointment, I discovered damage to my vehicle that I firmly believe occurred while it was in the dealership's care. What makes this situation particularly upsetting is that the damaged area appeared to have been buffed in an attempt to conceal or correct it. Unfortunately, the buffing also appears to have caused additional damage to the plastic bumper, which should not have been treated in that manner.
Let me be very clear: I understand that accidents happen. I do not expect perfection from anyone, including automotive technicians. What I do expect is honesty, professionalism, and accountability when something goes wrong.
Had someone simply approached me, explained what happened, and apologized, this would have been an entirely different situation.
Instead, when I brought the damage to the dealership's attention, I was met with denial and blame.
During my conversation with James, I was repeatedly told that I was responsible for the damage to my own vehicle. His dismissive attitude and the manner in which my concerns were handled only added to my disappointment.
My question is simple: If I had caused this damage myself, why would the affected area already show signs of an attempted buffing or repair?
I cannot say with certainty who was responsible for the damage, who may have attempted to correct it, or whether management was aware of the situation. I also recognize that the technician or customer service representatives may not have been the individuals making the final decisions.
However, what I can speak to is my personal experience and the way I was treated when I raised a legitimate concern.
Rather than offering to investigate, review what happened, or even acknowledge my frustration, the response I received was to place responsibility squarely on me.
That is not the level of customer service, professionalism, or integrity I expect from a dealership I have trusted for years.
As a small business owner myself, I understand how important a reputation is. I also understand that mistakes happen. But when they do, I believe the right thing to do is acknowledge them, take responsibility, and make every reasonable effort to correct the situation.
I hold myself to those standards with every customer I serve. I would never knowingly shift blame to someone else simply to avoid accepting responsibility.
Trust is earned through actions, and unfortunately, this experience has caused me to seriously question the trust I placed in Fowler Kia.
My Advice to Other Fowler Kia Customers
If you choose to have your vehicle serviced at Fowler Kia, I strongly encourage you to:
- Take clear, dated photographs of your vehicle before dropping it off.
- Document the condition of your vehicle, including the bumpers, doors, wheels, and painted surfaces.
- Carefully inspect your vehicle before leaving the dealership.
- Immediately report and document any damage or concerns you discover.
I wish I had taken these precautions myself.
Fowler Kia, this was an opportunity to demonstrate integrity, accountability, and respect for a longtime customer. Instead, I walked away feeling dismissed, blamed, and deeply disappointed.
I am not asking for special treatment. I am asking for the same honesty, respect, and accountability that every paying customer deserves.
After years of loyalty, I expected better.
I am sharing my experience because I do not want another customer to find themselves in this same situation.
Accidents happen. Mistakes can be corrected. But once trust is broken, it is much harder to repair.
And as someone who strongly believes in treating others the way I would want to be treated, I also believe that, eventually, our actions speak for themselves.
Integrity is not about what you do when someone is watching. It is about what you choose to do when no one is.
