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CB Car Dealers KIA Motors Complaints #1522-1541
KIA Motors

KIA Motors review: service department

B
Author of the review
7:48 pm UTC
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Regarding NHTSA Recall Number: 13V114 Stop lamp switch repair. R/O Number 6170222/1
My wife, Anne, received a safety recall notice and called our local dealership (Citrus Kia Ontario Ca.) The service representative verified the part to be repaired was in stock and we scheduled an appointment for Saturday February 15, 2014, at 1 p.m. I arrived at the appointment and spoke with the service manager briefly (Richard Milbaue) about the recall item and he explained it was the stop lamp switch on the brake pedal area. I asked if he would match an oil change coupon I had for a local service station I usually go to. He said he would not, to which I was surprised since most service stations accept other service stations coupons on a regular basis. But I accepted this without argument as I am happy with my current service station, so I declined the oil change. I provided my phone number and he stated he would call me as soon as it was completed. I observed as another service person drove our Borrego into the service bay. Having dealt with the previous service department while it was at the Citrus Ford dealership (the Kia dealership was being constructed) and having a great experience with the Ford service technicians I felt we were in good hands. After two hours my wife called and spoke to a service representative who couldn't seem to find our vehicle's status. She left our number and was told we would be contacted shortly. I received a call from Cesar who said they didn't have the recall part in stock and had to order it. I explained to him we had called and verified the part was in stock as we were making our appointment for the recall. Cesar said he would have Richard call me. After waiting half an hour my wife dropped me off at the dealership and I waited for Richard, the service manager. After another thirty minutes he told me he was getting my paperwork together and would have it shortly. After another wait Richard said he ordered the part and should be in by the following Friday. I explained to Richard that when we previously called to make the recall appointment the service technician verified the part was in stock for our Borrego. Richard said there are several different switches and the technicians needed to see it to order it. I was not convinced of this but it may be probable. I then asked Richard if like many parts the VIN number would tell the technicians which part it would be. He stated it would. I then reminded Richard we had provided the VIN number at the time the appointment was made and as proof the technician on this day had a pre-printed work order with our correct VIN number. Richard only responded that there are several different switches and they didn't have it. There were no apologies offered, no show of remorse for our family's wasted time on a Saturday, and no "this won't happen again, I don't know how this happened."I do not make it a habit of writing complaint letters, but under the circumstances and the actions shown and demonstrated by Richard, I felt the need to share this terrible experience I had with Citrus Motors KIA. Why did Richard not tell me when I was dropping off my Borrego the parts were not in stock? Why did I not receive a phone call immediately after the service technician learned the part was not in stock? Instead I lost two and a half hours of my Saturday, not including travel time, and no recall repair.

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