FYI KIA Finance Has NO Customer Service

[JaxTell]

I needed information to get my Tag. We have sent two emails to Kia Finance but only one response and the response was to call Kia Fiancial, they will not communicate by email at this time. Also the response came from Hyundai Capital in a secure email that required creating an account and password to open. It took me 30 minutes of research to figure out if it was a not a scam email. A secure email to tell be to call.

We had already called several times and after more than 20 minutes on hold were cut off without talking to anyone. I called again and after more than 20 minutes I talked to someone. I asked her to call me if we were cut off she said she could not make a call out. Finally she found the request from the DMV and told me KIA Finance would not deal with it and had been forwarded to the dealer. I was never contacted. Had I not followed up I would not have known the DMV was not getting information. The dealership is now trying to get it resolved.

After the call they sent me an email to take a survey. This thread is a summary of my comments. If I could I would rate communication and customer service with KIA Finance a zero.

 

[SVoigt]

I needed information to get my Tag. We have sent two emails to Kia Finance but only one response and the response was to call Kia Fiancial, they will not communicate by email at this time. Also the response came from Hyundai Capital in a secure email that required creating an account and password to open. It took me 30 minutes of research to figure out if it was a not a scam email. A secure email to tell be to call.

We had already called several times and after more than 20 minutes on hold were cut off without talking to anyone. I called again and after more than 20 minutes I talked to someone. I asked her to call me if we were cut off she said she could not make a call out. Finally she found the request from the DMV and told me KIA Finance would not deal with it and had been forwarded to the dealer. I was never contacted. Had I not followed up I would not have known the DMV was not getting information. The dealership is now trying to get it resolved.

After the call they sent me an email to take a survey. This thread is a summary of my comments. If I could I would rate communication and customer service with KIA Finance a zero.

The tags go to the dealer, should be someone in finance at the dealer itself that you would talk with. Have your sales guy ring their chime...

 

[JaxTell]

The tags go to the dealer, should be someone in finance at the dealer itself that you would talk with. Have your sales guy ring their chime...

Thanks for the reply. I bought the car in SD and had it hauled to FL. Florida DMV will register the vehicle and provide me the tag after they receive information from the lender, KIA Finance.

I posted this as after receiving an email from KIA Finance for a survey to determine my satisfaction with their customer service. A simple email directly from KIA Finance seconds after I got off the phone. Not a secure message, two days later, from another company that said call for service.

I hope someone at KIA Finance corrects their communication.

 

[jazzyone]

I needed information to get my Tag. We have sent two emails to Kia Finance but only one response and the response was to call Kia Fiancial, they will not communicate by email at this time. Also the response came from Hyundai Capital in a secure email that required creating an account and password to open. It took me 30 minutes of research to figure out if it was a not a scam email. A secure email to tell be to call.

We had already called several times and after more than 20 minutes on hold were cut off without talking to anyone. I called again and after more than 20 minutes I talked to someone. I asked her to call me if we were cut off she said she could not make a call out. Finally she found the request from the DMV and told me KIA Finance would not deal with it and had been forwarded to the dealer. I was never contacted. Had I not followed up I would not have known the DMV was not getting information. The dealership is now trying to get it resolved.

After the call they sent me an email to take a survey. This thread is a summary of my comments. If I could I would rate communication and customer service with KIA Finance a zero.

I've been trying to reach those bozos for 3 months. I never even get to the point of being placed on hold. It always tells me to call back later then hangs up on me! OMG? How the heck do you get a hold of these clowns?? They don't respond by email and they don't answer their phones!

Wondering how you were able to be placed on hold twice when I couldn't even get through to them even once in over 3 months! Did you call early in the morning? Since they don't advertise what time they open and what time zone the call center is located I have no idea.

What a low benchmark for customer service where being placed on hold is a major achievement!

______________________________

 

[Rpdc]

Seems strange to even get Kia finance involved no matter what state you purchased auto. The dealer finance and tag/title dept.should be able to provide everything you need. Op-Have you reached out to dealer? I have purchased many cars out of state and always used dealer tag/title for,any documents I needed for dmv.

 

[JaxTell]

I've been trying to reach those bozos for 3 months. I never even get to the point of being placed on hold. It always tells me to call back later then hangs up on me! OMG? How the heck do you get a hold of these clowns?? They don't respond by email and they don't answer their phones!

Wondering how you were able to be placed on hold twice when I couldn't even get through to them even once in over 3 months! Did you call early in the morning? Since they don't advertise what time they open and what time zone the call center is located I have no idea.

What a low benchmark for customer service where being placed on hold is a major achievement!

I guess I got lucky. I only

Seems strange to even get Kia finance involved no matter what state you purchased auto. The dealer finance and tag/title dept.should be able to provide everything you need. Op-Have you reached out to dealer? I have purchased many cars out of state and always used dealer tag/title for,any documents I needed for d

The tags go to the dealer, should be someone in finance at the dealer itself that you would talk with. Have your sales guy ring their chime...

Your right, the FL DMV sent me in the wrong direction, I need the dealership not KIA Finance.

My issue with KIA Finance are:

Not being able to answer an email.
I sent the email from the contact button after logging into my account at KIA Finance. I received an automated confirmation of the email that said I would get a reply within 2 business days. I never received an email from KIA Finance.

Hyundai Capital sending me a secure message. It looked like a scam. I spent time researching who they were and what mimecast was before creating an account to get my secure message. The message was that KIA Finance was not responding to email at this time and to call customer service.

Reaching KIA Finance by phone will test your patience. The first try ended after a long time on hold with an automated message to call back at another time. The second and third one just disconnected after 20 minutes.
The last time it took at least 20 minutes and I was told the DMV's faxed request had been forwarded to the dealership.

 

[JaxTell]

Seems strange to even get Kia finance involved no matter what state you purchased auto. The dealer finance and tag/title dept.should be able to provide everything you need. Op-Have you reached out to dealer? I have purchased many cars out of state and always used dealer tag/title for,any documents I needed for dmv.

Your right the DMV sent me in the wrong direction. I just hope I never have to communicate with KIA Finance again.

 

[DaveS]

I too have had nothing good to say about KIA customer service. Starting with waiting 5 months for a Telluride order that no one at KIA could ever give you a credible delivery date, only thru this forum using another members help was I able to find what I had been waiting for in another state. I bought the vehicle flew to another state the dealership could not have been better and so far the vehicle has been great. Round two with KIA customer service has to do with the finance side, I financed the vehicle to get the rebate and paid it off (90) days later as agreed. Since getting my payoff letter in early March I have been trying to get someone, anyone to respond on when and how do I get my title. You can call the number, can't get thru, won't take a message and hangs up on you. You can email them and open a case, no response other than call the number. You can go to the website and open a case that gets no response. Finally when you do get a response it comes in the form of a secure email that says if you want to file a formal complaint here is an address. You would think someone from KIA would call back.....no

______________________________

 

[ksyrah]

I too have had nothing good to say about KIA customer service. Starting with waiting 5 months for a Telluride order that no one at KIA could ever give you a credible delivery date, only thru this forum using another members help was I able to find what I had been waiting for in another state. I bought the vehicle flew to another state the dealership could not have been better and so far the vehicle has been great. Round two with KIA customer service has to do with the finance side, I financed the vehicle to get the rebate and paid it off (90) days later as agreed. Since getting my payoff letter in early March I have been trying to get someone, anyone to respond on when and how do I get my title. You can call the number, can't get thru, won't take a message and hangs up on you. You can email them and open a case, no response other than call the number. You can go to the website and open a case that gets no response. Finally when you do get a response it comes in the form of a secure email that says if you want to file a formal complaint here is an address. You would think someone from KIA would call back.....no

Title is a state issue. I did the same thing as you. Received my title from the state (took a while due to COVID). Got lien release from Kia in the mail. Submitted to the state. All good. If the dealer told you 90 days, they are full of it. I paid it off 2 weeks after financing to get the 1K rebate. No issues with Kia finance at all.

 

[sf77-2020Telly]

I have been trying to get in touch with Kia Finance using their phone numbers and getting no luck.
Get to their automated system and then press 1 or 0 to get to an agent, and it also gives me the 'call another time when we're not busy' and just hangs up.
What a joke. This kind of stuff really hurts their brand as they try to go up-market.

 

[JaxTell]

So to hear the have not improved. We were able to get what we needed through the dealer.

 

[Taketime]

The Telluride is a great vehicle but I agree Kia needs to step their game up based on the way the Telluride is selling. I called Kia finance today and got a recording that they were closed and to use their website. I am very concerned about taking my vehicle in for service. After picking my vehicle up in August and getting home I opened the hood to find the negative battery cover laying to the side. The positive cover was flipped up. I only had three valve stem caps. I asked for another and got one different from the other three. I ordered my own because the ones on the vehicle were too short anyway. After discovering the things I just mentioned, I want to take it somewhere else for the first service but not sure where just yet.

______________________________

 

[gman1868]

The only thing I ever use a dealer for is warranty service. You're much better off with a local mechanic you can trust.

 

[Taketime]

Hopefully I can find one here in the Richmond Va area.

 

[DaveS]

I got my payoff verification letter from KIA Finance March 13, 2020 and I have been trying to get a Title since then either thru them or my DMV in Florida. After months of trying to get thru to Kia Finance and actually getting thru to a human being at least (4) times after dozens of attempts ending with getting hung up on I still don't have a Title. Not only do the customer service people misinform you, some just out and out lie to you just to get rid of you. My two latest examples are on (8-3-2020) I spoke to Casandra and explained I have the payoff letter but I needed a Title, she told me to contact the Florida DMV, when I informed her I had and they could not help since KIA Finance still shows they have a lien on the electronic website. She seemed surprised since she has a copy of the release in front of her. Casandra then put me on hold and after a period of time came back and said it was all fixed she spoke with the Title dept. and they would issue the Title and I would have it in (2-3) weeks. Well after a month when no Title came I followed up with Jasmine on (9-3-2020) and she says they issued the payoff letter the first week of March and I agreed but went thru the whole story again and was told that is all they do. When I pushed back and told her I wanted to speak to a manager it was like she was trying to figure out a way to tell me no one like that exists. After putting me on hold several more times she promised me that absolutly positivly a manager would call me back by Tuesday (9-8-2020). No Call, like I said misinform and lie. Oh by the way I called the Florida DMV again today and after I told hem my story she says KIA Finance still has not updated their website and still shows a lien on the vehicle, she also told me I'm at least the fourth person she has talked to with this same problem with KIA, something to do with them not communicating with their (3rd) party vendor that clears the liens on an electronic website the states use to issue Titles

 

[jazzyone]

I got my payoff verification letter from KIA Finance March 13, 2020 and I have been trying to get a Title since then either thru them or my DMV in Florida. After months of trying to get thru to Kia Finance and actually getting thru to a human being at least (4) times after dozens of attempts ending with getting hung up on I still don't have a Title. Not only do the customer service people misinform you, some just out and out lie to you just to get rid of you. My two latest examples are on (8-3-2020) I spoke to Casandra and explained I have the payoff letter but I needed a Title, she told me to contact the Florida DMV, when I informed her I had and they could not help since KIA Finance still shows they have a lien on the electronic website. She seemed surprised since she has a copy of the release in front of her. Casandra then put me on hold and after a period of time came back and said it was all fixed she spoke with the Title dept. and they would issue the Title and I would have it in (2-3) weeks. Well after a month when no Title came I followed up with Jasmine on (9-3-2020) and she says they issued the payoff letter the first week of March and I agreed but went thru the whole story again and was told that is all they do. When I pushed back and told her I wanted to speak to a manager it was like she was trying to figure out a way to tell me no one like that exists. After putting me on hold several more times she promised me that absolutly positivly a manager would call me back by Tuesday (9-8-2020). No Call, like I said misinform and lie. Oh by the way I called the Florida DMV again today and after I told hem my story she says KIA Finance still has not updated their website and still shows a lien on the vehicle, she also told me I'm at least the fourth person she has talked to with this same problem with KIA, something to do with them not communicating with their (3rd) party vendor that clears the liens on an electronic website the states use to issue Titles

What is the "payoff verification letter? Does it have the statement saying they no longer have any interest in your vehicle that is signed and witnessed by a notary?

It may be different from state to state, but in my state, I've been told that the original title (with KIA as the lien holder) together with the lien release letter (received from KIA) clears the title. The state does not issue a new title with the lien holder removed.

______________________________

 

[DaveS]

Yes, it says that the letter is verification that KIA Finance no longer has any interest and is notarized.

 

[jazzyone]

Yes, it says that the letter is verification that KIA Finance no longer has any interest and is notarized.

You should check with your DMV or you can call a tag & title company (if you have those) to see what they say about issuing a lien released title if you have a lien release letter.

 

[DaveS]

Here in Florida the DMV goes thru some type of website it can access to see if the finance company has released the lien and apparently KIA isn't great at updating the list so....6 months later it doesn't matter if I have a Notarized Lien Release document or not. I have another call into the dealer I bought the Telluride from but 3 months ago they were not getting responses back from KIA Finance either

 

[PBeeman]

Don’t make a payment. Then, they’ll call you!