On June 6th, my mother—who has been a loyal Kia and - joesiar
On June 6th, my mother—who has been a loyal Kia and Hyundai customer for years—brought her vehicle in for service at this dealership.
We did not hear a single update until July 8th, when I called myself to check in. At that time, I was told the issue appeared to be a sensor problem that could be covered under warranty. My mother was asked to provide her license, registration, and maintenance records, which she submitted that same day after receiving a text message from the service department.
On July 9th, I followed up via text and voicemail—no response.
On July 16th, I called again and was told someone would reach out. Later that day, I finally received a call stating that the issue was now sludge in the engine, not a sensor. We were told documentation and photos would be sent over that day. The only thing we’ve received so far is a vague note saying there was “no oil on the dipstick” when the vehicle was brought in.
Since then:
• No one has followed up.
• No documentation or photos have been provided.
• I have called four times today and my mother has called twice, all with no response.
• A text sent on Saturday also went unanswered.
Timeline Summary:
1. June 6 – Vehicle dropped off.
2. June 6–July 8 – No contact or updates.
3. July 8 – Told it’s a sensor issue under possible warranty.
4. July 16 – Told it’s an engine sludge issue instead, despite full maintenance records.
5. No supporting documentation or photos have been provided.
6. Calls, emails, and texts have gone unanswered.
7. The vehicle has now been in the dealership’s possession for over 7 weeks.
8. A complaint has been filed with the Better Business Bureau.
This level of communication and service is unacceptable. At this point, we expect:
• A full written diagnosis with proper documentation and photos
• A clear explanation for the conflicting information we’ve received
• A concrete plan for resolution, including when and how the vehicle will be repaired or returned
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