My 2024 Kia Seltos has been experiencing an intermittent issue where the vehicle grinds and…read moreshudders while turning. This exact issue previously occurred and was resolved through a recall update, but it has now returned.
Since the vehicle is still under warranty, I scheduled an early morning service appointment with Valley Kia. Near the end of the day, I received a call stating they "could not replicate the issue" and therefore could not proceed with repairs unless they kept the vehicle for several more days to continue driving it.
After checking the Kia app, I discovered that only 5 miles had been put on my vehicle the entire day. In other words, despite having my car for hours with an early appointment, only about 10 minutes appears to have been spent attempting to diagnose the problem.
My service advisor, Robert, was professional and advocated for me to receive a loaner vehicle so the dealership could continue evaluating the issue. That request was denied by management. I cannot realistically be without my vehicle for multiple days when so little effort was made to investigate the concern during the scheduled appointment.
When I arrived to pick up my car, I spoke with the service manager, John, about my frustration. Rather than addressing my concerns professionally, he responded in a dismissive and condescending manner, stating: "I just suppose you would rather us pay someone to drive your car around all day until we find a problem."
I explained that my vehicle is under warranty and that I was concerned about continuing to drive a vehicle with a known issue until it potentially becomes a larger mechanical failure. His response was simply: "It's not on us if it's not under warranty."
At that point, I informed him I would not be returning to this dealership for service, to which he replied, "That's fine by me."
The only positive part of this experience was Robert, who treated me with professionalism and kindness throughout the interaction and even walked me to my car after seeing how upset I was. Any redeeming quality from this visit was because of him.
I purchased my vehicle from Kia Country in Manteca and only came to Valley Kia because it was closer. Going forward, I will gladly make the longer drive to Kia Country, where customers are treated with respect and their concerns are taken seriously.
My 2024 Kia Seltos has been experiencing an intermittent issue where the vehicle grinds and shudders while turning. This exact issue previously occurred and was resolved through a recall update, but it has now returned.
Since the vehicle is still under warranty, I scheduled an early morning service appointment with Valley Kia. Near the end of the day, I received a call stating they "could not replicate the issue" and therefore could not proceed with repairs unless they kept the vehicle for several more days to continue driving it.
After checking the Kia app, I discovered that only 5 miles had been put on my vehicle the entire day. In other words, despite having my car for hours with an early appointment, only about 10 minutes appears to have been spent attempting to diagnose the problem.
My service advisor, Robert, was professional and advocated for me to receive a loaner vehicle so the dealership could continue evaluating the issue. That request was denied by management. I cannot realistically be without my vehicle for multiple days when so little effort was made to investigate the concern during the scheduled appointment.
When I arrived to pick up my car, I spoke with the service manager, John, about my frustration. Rather than addressing my concerns professionally, he responded in a dismissive and condescending manner, stating: "I just suppose you would rather us pay someone to drive your car around all day until we find a problem."
I explained that my vehicle is under warranty and that I was concerned about continuing to drive a vehicle with a known issue until it potentially becomes a larger mechanical failure. His response was simply: "It's not on us if it's not under warranty."
At that point, I informed him I would not be returning to this dealership for service, to which he replied, "That's fine by me."
The only positive part of this experience was Robert, who treated me with professionalism and kindness throughout the interaction and even walked me to my car after seeing how upset I was. Any redeeming quality from this visit was because of him.
I purchased my vehicle from Kia Country in Manteca and only came to Valley Kia because it was closer. Going forward, I will gladly make the longer drive to Kia Country, where customers are treated with respect and their concerns are taken seriously.
