Cumberland Kia - Service Center

Dear [Kia Customer Service], I am writing this follow-up report regarding my recent experience with Kia customer service and the unresolved issue of paint delamination on my brand new Kia Sorento follow-up report regarding my recent experience with Kia customer service and the unresolved issue of paint delamination on my brand new Kia Sorento 2019. I believe it is crucial to document the events clearly for future reference, including the possibility of legal proceedings. I apologize for the length of this report, but I want to ensure all the relevant details are included. I contacted Kia's customer service department after discovering paint delamination on my pearl white Kia Sorento. Despite my vehicle being only a few years old, which I purchased brand new in 2019, the paint was already peeling and delaminating. Upon speaking to a representative from the consumer customer service department, I was informed that I needed to have my car inspected and obtain an estimate for the necessary repairs. If the report indicated a paint defect, there was a possibility that Kia would repaint the vehicle as a goodwill gesture. However, I was also told that my car was no longer under warranty. In accordance with the instructions given, I contacted Cumberland Kia to schedule an appointment. Unfortunately, my interaction with Suzy, the individual who answered the phone, was highly disappointing. From the beginning of the conversation, Suzy appeared busy and dissatisfied, and it was evident in her tone of voice. I felt apprehensive about sharing the details of my situation, as she seemed uninterested and unwilling to listen. Moreover, I was consistently interrupted during my attempts to explain the purpose of my call. Despite these obstacles, I persisted in expressing my concerns and emphasized that I needed to schedule an appointment, as instructed by the Kia Consumer Affairs representative. However, Suzy informed me that she was unable to assist me, as the person responsible for handling such matters would be out of town until the following month. She mentioned her inability to contact him and could not provide a definite appointment date. This indefinite postponement without a solution or alternative course of action was baffling to me. I conveyed my dissatisfaction, explaining that the lack of professionalism and the inability to secure an appointment were contrary to my previous experiences with Kia. After some reluctance, Suzy reluctantly took down my information, and I concluded the call with the expectation of receiving a callback. However, no callback was received, prompting me to follow up on my inquiry. To my surprise, Suzy informed me that due to my review and honest account of my previous experience, Cumberland Kia would no longer service my vehicle. She claimed that I had attacked her through the review and that she had already informed Kia's consumer department about my situation. Consequently, I was informed that I would need to seek assistance from a different Kia service center, located over an hour away, with whom I have no prior experience. It is essential to emphasize that my intention in posting the review was merely to share my honest experience, hoping that Kia would be made aware of the situation and take appropriate measures to address the issue. The paint delamination problem is not unique to my vehicle, as I was informed by the Consumer Affairs department. Numerous other Kia owners have reported similar issues with pearl white paint. It is disconcerting that instead of addressing the problem and providing satisfactory customer service, Suzy chose to respond by refusing service altogether. Throughout my interaction with Suzy, I experienced frequent interruptions, making it challenging to express myself fully. I felt unheard, disregarded, and my concerns were not given proper attention. It is regrettable that I have had to resort to involving my attorneys in such a matter, as this issue should have been resolved amicably and promptly due to its known defect. I kindly request that this report be documented accurately and included in my case file. More

The team is always so helpful. Needing a vehicle repair can be stressful. The team at Cumberland Kia always takes great care of me and my car. They are easy to work with and great Needing a vehicle repair can be stressful. The team at Cumberland Kia always takes great care of me and my car. They are easy to work with and great about answering any questions I have. More

Great jeep sales team! !!!! I can’t believe I have to write 15 words to submit the survey !!!! I can’t believe I have to write 15 words to submit the survey More

Suzy is rude and always looks and behaves like shes annoyed and miserable there. Excuses complaining instead of solutions and desire to help. Everyone else is very nice. annoyed and miserable there. Excuses complaining instead of solutions and desire to help. Everyone else is very nice. More

Great and friendly customer service! The staff were accommodating and very pleasant! Would return for services! The staff were accommodating and very pleasant! Would return for services! More

Excellent service, highly recommend this company , very professional people,did excellent job and returned vehicle in proper order professional people,did excellent job and returned vehicle in proper order More

The service was quick and the workers are all super nice and helpful! My favorite dealership to take my car to! and helpful! My favorite dealership to take my car to! More

Traveler from Kingston because of vehicle availability, and was blessed with excellent service and staff. Very straight forward on pricing (beat Knoxville!!), finance options, etc. Sales Consultant, Cody and was blessed with excellent service and staff. Very straight forward on pricing (beat Knoxville!!), finance options, etc. Sales Consultant, Cody Stout, has followed up with me as promised to answer any questions I have. Keep up the good work. More

Lucas is very professional and friendly, he always makes sure we are happy when we leave! sure we are happy when we leave! More

Suzie, Lucas and the team are always amazing! We have been loyal customers for years and will continue thanks to great customer service! We have been loyal customers for years and will continue thanks to great customer service! More