Is Kia the worst car company you've ever dealt with?

[mckinnej36]

So, I love my new NF Telly, its an amazing SUV and makes me happy every time I see it. But, Kia as a whole has been a horrible experience since receiving my car.

Their customer service is still pending a ticket I put in the day I got my Telly and no one responds to my calls or emails. I paid to have additional addons during the building stage of my Telly... it comes with NONE of the things I requested and the dealer says "ahhh yeah they must not have seen your upgrades"... hahaha WHAT??? To make matters worse they say "we can put those addons into your Telly right now.... but its going to be $700 more than it was while you were building" Okay well you suck...

The service depts (in Ohio) are booked out for 2 months on service from what I have seen. I'm still waiting for my appt to get my cluster gauge recall fixed... how long will I be force to drive with a black screen in my dashboard?

Aside from this I go to pickup my license plates and while talking to the manager about my outstanding Kia ticket they had a kid go out to put the plates on... I specifically requested no license plate be put in the front of the car but again Kia never listens well. They put the license plate on the front and created a big hole on the right side screw that is very noticeable. I walked right back in and said something to the manager and he walks out, looks at it, and says "ahhh no one will notice that"...... again WHAT??????

All in all, this will be my last Kia ever. I hope everyone else is having a much better experience than I am. Unfortunately coming from Mercedes and being spoiled by 5-Star customer service for so long I think I am now expecting too much.. but if I'm being honest the things I mentioned above are not crazy to me, please tell me if I am wrong and I will stop complaining about Kia.

 

[keg]

I'm sorry your experience has started off badly. I think part of the problem is the high demand for the vehicle and the willingness to pay any price for one. The dealers don't care if they irritate a customer because the next one in the door will give them even more money! I hope things improve for you. My experience has been the opposite, so far. I bought a 2021-S off the lot in July 2021 without any true issues with the dealership (also in Ohio). We did let the finance guy talk us into spending too much on the extended warranty, but I've resolved that. I have had my Telluride in for service three times (different dealerships) without any complaints. I can't honestly say I dislike the company or the dealerships at this point. I hope your issues are resolved soon!

 

[whatthewhat]

Dealers are independent franchises. It sounds like you have issues with your local franchise dealer. If it was me, I would definitely speak with the dealer's management about the bumper issue. If that did not resolve anything, I would try to raise the issues with the local dealer to Kia corporate.

Did you get a Kdealer/KFOS order sheet from your dealer showing that they actually ordered the accessories you requested? Based on your issues with your local dealer, I would not be surprised if they screwed up the order entry. There are specific codes that are supposed to be entered into the ordering system.

Separately though, it seems a bit unfair to expect Mercedes level service at a Kia price. A GLS starts at $76k whereas a Telluride tops out in the $mid-50k. The built-in profit margins on Mercedes are higher and Mercedes can spend on the nice frills. Service costs and parts costs are also elevated for Mercedes, so dealers can make a larger profit on the back end. Do I expect espresso at the BMW and Ducati dealer? Yes. But I don't at Honda.

I'm not saying that Kia dealers aren't subpar, but I am saying that Kia dealers have always serviced budget minded consumers and their staff are paid as such. Margins are thinner, and it is simply a higher volume game--with lower facetime per customer--to get the same profitability. Either way, complain where you're unhappy but make sure you're clear as to who is at fault between the franchise dealer and corporate.

 

[Indy Dick]

Why do you keep saying Kia this and Kia that. You problem is you are dealing with a HS dealer.

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[mckinnej36]

Why do you keep saying Kia this and Kia that. You problem is you are dealing with a HS dealer.

Because, “Kia” customer service has actually responded to my complaints less than my bad dealer has. So, to me, “Kia” is also a bit of an issue here.

 

[mckinnej36]

Dealers are independent franchises. It sounds like you have issues with your local franchise dealer. If it was me, I would definitely speak with the dealer's management about the bumper issue. If that did not resolve anything, I would try to raise the issues with the local dealer to Kia corporate.

Did you get a Kdealer/KFOS order sheet from your dealer showing that they actually ordered the accessories you requested? Based on your issues with your local dealer, I would not be surprised if they screwed up the order entry. There are specific codes that are supposed to be entered into the ordering system.

Separately though, it seems a bit unfair to expect Mercedes level service at a Kia price. A GLS starts at $76k whereas a Telluride tops out in the $mid-50k. The built-in profit margins on Mercedes are higher and Mercedes can spend on the nice frills. Service costs and parts costs are also elevated for Mercedes, so dealers can make a larger profit on the back end. Do I expect espresso at the BMW and Ducati dealer? Yes. But I don't at Honda.

I'm not saying that Kia dealers aren't subpar, but I am saying that Kia dealers have always serviced budget minded consumers and their staff are paid as such. Margins are thinner, and it is simply a higher volume game--with lower facetime per customer--to get the same profitability. Either way, complain where you're unhappy but make sure you're clear as to who is at fault between the franchise dealer and corporate.

Completely agree with you about the difference in brands customer service. That’s why I said I think I was spoiled for too long and am currently expecting too much. But, my issues seemed pretty cut and dry in my opinion. Jsut wanted others perspective.

Initially I put a $2k deposit down for the car and signed off on a paper that stated my add on selections. 1 month later the car comes in and they didn’t tell me the add ons were missing until 25 mins after I got there to sign real papers.

I appreciate your response and have already escalated the bumper issue. Waiting to hear back.

 

[whatthewhat]

Completely agree with you about the difference in brands customer service. That’s why I said I think I was spoiled for too long and am currently expecting too much. But, my issues seemed pretty cut and dry in my opinion. Jsut wanted others perspective.

Initially I put a $2k deposit down for the car and signed off on a paper that stated my add on selections. 1 month later the car comes in and they didn’t tell me the add ons were missing until 25 mins after I got there to sign real papers.

I appreciate your response and have already escalated the bumper issue. Waiting to hear back.

It may be long gone by now, but your dealer's original order entered into Kdealer/WebDCS looks like:

Order Codes

Our order juts got picked for a '22 and I had a question about the order codes. I searched around on the forum but the link I think I wanted was broken... so I was wondering if someone could help me out... My wife has been going back and forth from Gravity Grey to Wolf Grey. I was able to find...

tellurideforum.org

Under PIO, that's the area where accessories would be listed. The PIO options are:

2025 Kia Telluride 3.8L GDI V6 SX 4-Door FWD SUV Options

2025 Kia Telluride 3.8L GDI V6 SX 4-Door FWD SUV Free Price Quote.

www.group1auto.com

Basically, if it wasn't on the order sheet, it was a dealer screw up.

P.S. If your car indeed came in one month later, it almost assuredly was not a custom order. They likely just matched you with a similar order. Between Kia accepting the order placed by the dealership to arrival at the dealership was two months for my car. Kia did not even issue a VIN number for my order until a month after accepting the order.

 

[Socal949]

It may be long gone by now, but your dealer's original order entered into Kdealer/WebDCS looks like:

Order Codes

Our order juts got picked for a '22 and I had a question about the order codes. I searched around on the forum but the link I think I wanted was broken... so I was wondering if someone could help me out... My wife has been going back and forth from Gravity Grey to Wolf Grey. I was able to find...

tellurideforum.org

Under PIO, that's the area where accessories would be listed. The PIO options are:

2025 Kia Telluride 3.8L GDI V6 SX 4-Door FWD SUV Options

2025 Kia Telluride 3.8L GDI V6 SX 4-Door FWD SUV Free Price Quote.

www.group1auto.com

Basically, if it wasn't on the order sheet, it was a dealer screw up.

Have a feeling dealer screwed up the order or they had something similar coming in that they could just give to you and pass on as hey your order came in earlier than expected.

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[stbentoak]

Its really about attn to detail and following instructions and checking the order sheet. Before you go into the finance office, the vehicle must be inspected to meet every ordered specification and dealer installed option done correctly before any money is exchanged. Of course this SHOULD be done for you by the dealer before arrival, but ultimately it’s on you as you are the one to take it home.

Employees in many service businesses are absolutely ambivalent to customer wants and needs and satisfaction…. employers need them so badly they will put up with crappy performance because they just need a live body. Price pressures are up, but sadly, many public facing people frankly just don’t really care if customers are happy or not….A sad sign of the times….

 

[User99]

I mostly owned Hondas and Nissans and a BMW for a short while but KIA ‘s dealers got a long way to go.

I was pissed too on both occasions at two different dealers.

 

[PittPa]

I've had my car for almost a year and KIA has been alright for me. Other than a windshield that was replaced by KIA, I have had none of the issues posted here with problems. The dealership has been downright cheap (22500 service and state and emissions, $130). I actually own 2 since I just got a Sportage for my daughter. Currently trying to convince my other daughter that leases a Mini to consider a Korean car for her next one. They aren't perfect, but I have had issues with BMW and Audi also.

 

[byscott]

I'm too new to Kia to have an opinion based on good/bad experience. I will, however, note that I am coming from a 2012 Acura MDX. A couple (*ahem*) interactions with the local Acura dealer led to my doing most of my own servicing on the MDX for the last several years that I owned it. The dealer experience was the main reason why I didn't even look at another Acura -- the car itself was well-made and dead-solid reliable.

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[PittPa]

I'm too new to Kia to have an opinion based on good/bad experience. I will, however, note that I am coming from a 2012 Acura MDX. A couple (*ahem*) interactions with the local Acura dealer led to my doing most of my own servicing on the MDX for the last several years that I owned it. The dealer experience was the main reason why I didn't even look at another Acura -- the car itself was well-made and dead-solid reliable.

I just traded in a 2007 Mdx with 140k that all my kids drove to high school. The shock tower's rusting was the final death blow but a great car. Gas mileage was bad

 

[byscott]

I just traded in a 2007 Mdx with 140k that all my kids drove to high school. The shock tower's rusting was the final death blow but a great car. Gas mileage was bad

I believe it ... the only car I ever trusted enough to sell to a friend was a 2006 Pilot. Last I knew it had survived a couple accidents (not mine), had space shuttle miles on it, and was still going. Good point about the MDX, though -- I don't miss the lousy premium-fuel gas mileage of my 2012.

 

[stbentoak]

I had 2 MDX's 03 and 08. By far the most reliable and capable ever owned. Pickup and delivery for all service. ( only used once for both vehicles.) Other than drinking Premium, not a bad word can be said...

 

[WhiteSX]

Agree, as other posters have noted, this appears to be a dealer issue. One of the key reasons I purchased from my Kia dealer in 2019 was the fact that the Service GM also had responsibility for the service experiences at the dealer group's Audi, BMW and Merc franchises. They've gone above and beyond over the past 20 yrs to provide the best experience possible with the Audi's I've owned. (even if I didn't purchase the vehicle from them) True to form, they've done the same with my Kia experience so far. They've always been my advocate, taking the customer is always right approach.

Keep on them while exploring options with other Kia stores if possible.

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[mckinnej36]

It may be long gone by now, but your dealer's original order entered into Kdealer/WebDCS looks like:

Order Codes

Our order juts got picked for a '22 and I had a question about the order codes. I searched around on the forum but the link I think I wanted was broken... so I was wondering if someone could help me out... My wife has been going back and forth from Gravity Grey to Wolf Grey. I was able to find...

tellurideforum.org

Under PIO, that's the area where accessories would be listed. The PIO options are:

2025 Kia Telluride 3.8L GDI V6 SX 4-Door FWD SUV Options

2025 Kia Telluride 3.8L GDI V6 SX 4-Door FWD SUV Free Price Quote.

www.group1auto.com

Basically, if it wasn't on the order sheet, it was a dealer screw up.

P.S. If your car indeed came in one month later, it almost assuredly was not a custom order. They likely just matched you with a similar order. Between Kia accepting the order placed by the dealership to arrival at the dealership was two months for my car. Kia did not even issue a VIN number for my order until a month after accepting the order.

For sure, I was originally told 4 months waiting time for my NF. So, naturally I was so excited when only a month went by and they had my car ready.

The paperwork I began looking over in the office did not have any of my add ons listed. Other than the initial deposit paperwork I signed I didn't see my additions anywhere.

Seems like the 2 dealers I have gone to here in Cincinnati are not the best, even though their reviews say otherwise.

 

[mckinnej36]

Just wanted to update this post because of a misunderstanding... I realize the dealerships are not "Kia" and that most of my issues stem from a bad dealership.

But, I take issue with "Kia" the brand when I reach out to their global customer service multiple times and can't even get a simple answer back. My so call bad dealer has at least tried to help me with getting my ticket escalated but still haven't heard back.

I submitted my first ticket with Kia customer service on July 13th and another ticket on July 22nd. Still have not received a call about either and to me that is just not acceptable coming from Kia. It's more than just frustrating at this point.

 

[STLKia]

Kia sent out a notice saying that at their discretion they are holding off on port installed options (most of the options get installed at port, not the factory itself). We ordered a Telluride with some options and Kia choose not to add them. We did take the loss and install the accessories at the price Kia would have charged on the Monroney Label though

 

[whatthewhat]

Kia sent out a notice saying that at their discretion they are holding off on port installed options (most of the options get installed at port, not the factory itself). We ordered a Telluride with some options and Kia choose not to add them. We did take the loss and install the accessories at the price Kia would have charged on the Monroney Label though

Can you provide a copy of this notice?

The Telluride is not a standard PIO vehicle, as it is produced in the US in Georgia. There is no port transit situation, where options would be installed at port on import from overseas. The usage of the PIO line for options ordering is a semantics issue for the Telluride; as far as I understand, they are factory installed. For any dealer that says otherwise, I would ask where the port is located that installed the floor mats that are listed on the window sticker. Floor mats are a "PIO" option.