Here’s what I thought of my last service appointment...

[Revvdmedia]

Even though Kia sells base model Rio's for next to nothing doesn't mean they have to not put a little care into their service. Would it kill a tech to take his gloves off for the "clean" work? Little things (like any sane human does) like when removing something containing fluid, tilt it at an angle so it doesn't spill all over. Hell, I do this when removing the fuel nozzle when gassing up and guess how much gas is spilled on my paint? None.

I know exactly what the problem is, a mixture of mostly laziness and some incompetence. I have the same problem where I work. It is a manufacturing shop that uses grease and lubricants. I swear there is not a single surface in the shop that is clean (because laziness and incompetence). When I get paperwork back, I swear they used it as a rag! I try to make them feel bad about it and they don't care because laziness. Sure, it sounds like I'm the one complaining because I'm working in the office distributing the paperwork, but when I worked in the shop, when I was 18 and a stupid kid, I had a clean desk and/or clipboard to perform documentation on, and I always recorded on these papers with my GLOVES OFF with CLEAN HANDS. I was 18 and a stupid kid and I knew better!

Adults these days are the worst!

 

[MerlintheMad]

Adults these days are the worst!

Ah, you're making the assumption that it was in fact an "adult" that worked on his car.

@BertBert2019GT those scuff marks look light. They'll buff right out. If you have ceramic over the clear coat, you probably haven't even reached the clear coat yet. But still! Your fubar list is getting long.

 

[BertBert2019GT]

And here's a copy of the letter sent to GM


Good Morning Mr. Brown,

My name is Robert ************ and I am the owner of a new 2019 KIA Stinger GT.

Below is a list of issues and some photos illustrating the lack of quality in work I’ve come to expect from my first two service appointments at Ourisman KIA Chantilly.

Issues from first service (secondary concern):

- Red cotton fibers throughout the interior specifically in the glove box from cabin air filter R&R
- Oil fingerprints inside and outside of vehicle
- Oil smear on glove box

Issues from second service (primary concern):

- Oil dripping down the outside of the passenger side front fender
- Oil residue all over the engine cover
- Fuel additive dripping down the outside of the driver side rear fender from gas door
- Oil palm prints on both side mirror chrome covers
- Various oil fingerprints on exterior
- Scratches to driver side front door pillar
- Literally dirt inside of the glove box from cabin air filter R&R

I have been working with Jeremy. After the lack of attention to detail and mess experienced during my first service, I was contacted by Jeremy and instructed to inform him of my next service date. I kept Jeremy in the loop for my second service scheduled yesterday 6/25/2019

Jeremy met with me when I arrived then we inspected my Stinger together to review that aside from one scratch on the passenger door it was flawless but a little dirty. I told Jeremy it was imperative the technicians were neat as my Stinger cannot be washed except by hand because it has a ceramic coating installed.

After my service was completed I walked out to my car to find oil dripping down the front fender and oil residue all over the engine cover. I immediately brought this to Jeremy’s attention and he tried to remove the oil with a new microfiber cloth. This did not work and I would not let Jeremy attempt to clean the area with a shammy. I told Jeremy that I have special products for cleaning a ceramic coated vehicle at home that I would use. Jeremy informed me that he told the technician to be careful and I left without inspecting the rest of my vehicle to get home as fast as possible to wash everything by hand. After getting home to wash everything is when I found the remaining issues listed at the beginning of this email.

In case you're interested here is a link to the Stinger community forum thread where I have documented everything from the beginning including my initial letter to KIA written after my first service (the same letter that provoked Jeremy to reach out to me in the first place)

Here’s what I thought of my last service appointment...

 

[MerlintheMad]

And here's a copy of the letter sent to GM ...

Good work. This is a benefit to all of us. Kia GM will put pressure where it is needed to obtain increased customer satisfaction. That is the direction that Kia is moving. It is not their policy to blow us off.

 

[Revvdmedia]

Kia wins (some of) us over with the price advantage they offer and (many of) us are willing to understand and overlook the sales process is a nuisance regardless of how seamless it can be.

I also know that margins can be thin on new car sales, so the dealership must offer add-ons at the point of sale to pad the margins, but more importantly the dealer sees profit through the high margin service (oil changes, etc). Having superior customer service will keep us coming back for work and if it is exemplary, may even keep people coming back for service knowing the quality is there even after warranty has expired. Without exemplary (or even satisfactory) customer service, the dealerships will never see the profits they want if we keep walking away.

 

[Guardsred997]

Unacceptable.

I bought my Stinger last week, and am now officially scared of how the car will be treated in service. Living in DFW, I have many dealerships to choose from, so I need to do some research before committing to my first service appointment.

Coming from Porsche, I know to lower my expectations, but this is beyond the pale.

 

[MerlintheMad]

Unacceptable.

I bought my Stinger last week, and am now officially scared of how the car will be treated in service. Living in DFW, I have many dealerships to choose from, so I need to do some research before committing to my first service appointment.

Coming from Porsche, I know to lower my expectations, but this is beyond the pale.

I agree on checking online reviews, and getting recommendations if possible. But really, this is the "work" of a single pair of incompetent hands; there's no reason to get paranoid. I've been going to "my" dealer for over a year now and they've been nothing but professional; their facility is top notch. Look around and find a Kia service center that is new. Don't settle for a dingy old one. A new one will be part of changing Kia's image to more upscale.

 

[DistrictStinger]

To everyone here complaining about Kia dealers/service centers in VA, I bought my Stinger and took it for its first service at DARCARS Kia in Temple Hills MD, and thus far I've had a great experience. Definitely consider going there in the future if dealerships in VA are wasting your time and/or damaging your cars.

Tbh I've never had a good service experience with any dealership in VA no matter what brand I went with (bmw, mini, nissan, toyota). They're all owned and operated by the same lot of clowns, so they're the same crap.

 

[NoVAGT2]

@BertBert2019GT Just discovered this thread. So sorry this happened to you! Unacceptable. Keep us updated please.

I took my car into Oursman/Scott back in February and it was fine. Maybe the dashcam helped.

 

[MerlintheMad]

@BertBert2019GT Just discovered this thread. So sorry this happened to you! Unacceptable. Keep us updated please.

I took my car into Oursman/Scott back in February and it was fine. Maybe the dashcam helped.

I think he got nailed by a single crappy technician (if you can apply that word to what he did!?). Sort of like what happened to me last February when I took my car into a car wash to get the undercarriage sprayed off; and it just happened that the kid who put my Stinger into the tunnel had only started that day and had not been trained; the place was closing early because of weather and it was a perfect CF. The owner, when I showed him my two rashed left wheels, said that hadn't happened to any of his customers in over ten years. Bad luck when it happens to you.

 

[Mz B1ggz]

YES! It's like a damn rattle (but only half the time, or every time if nobody else is with me). It's taking all of me to (1) ignore it and (2) not disassemble the entire center console to find what's making the noise -- the car also came with two very small almost un-noticeable scratches in the center console base which in combination is tempting me to replace the entire center console with a new base, KDM cup holder and alcantara arm rest. And that's where I stop and remind myself I'm crazy. I love my stinger and if my only issues are sloppy technicians and center console qwerks, I consider myself very lucky.

Officially getting ZERO work done today.

When you get in your car, start a recording. If nothing happens, obviously delete it. Repeat until you can finally capture on video. I had a similar situation when I had my Sportage. Took several tries, but finally captured the sound. I kept my radio off and the speaker part of my phone as close to where I ket hearing the noise. Good luck with that!

 

[BertBert2019GT]

When you get in your car, start a recording. If nothing happens, obviously delete it. Repeat until you can finally capture on video. I had a similar situation when I had my Sportage. Took several tries, but finally captured the sound. I kept my radio off and the speaker part of my phone as close to where I ket hearing the noise. Good luck with that!

Done and done. Other stingers on display made a similar but less exaggerated noise. Because replacing it doesn’t guarantee a resolution I elected to live with it and I will replace it myself for an alcantara unit after the new-car-feeling has passed.

As far as Ourisman goes, I told the service manager I don’t want free service/parts I just want my stinger treated like it’s the flagship car for the brand. They assured me my next service visit will be different. I’ll update this thread after the next service (9k I’m now at 6.5k)

 

[Mz B1ggz]

Ah, I understand! I totally agree too with you on the service!! Don't blame you one bit!! You are going to have me listening to our Stinger now, ha. I am going to pay more attention and listen for a noise as well...

 

[Buzzrush]

What a crappy situation many of us are in. We buy this AMAZING car that a majority of us ABSOLUTELY LOVE (borderline obsess over)and in order to maintain our warranty, every few thousand miles, we have to hand it over to these heathens! I feel like I'm dropping my kid off at a Day Care that has a reallly bad reputation LOL. Having to bring her in for "Service" and saying "Sorry honey...this is gonna be a really bad day for you" TERRIBLE!

 

[DCBStingerGT]

What a crappy situation many of us are in. We buy this AMAZING car that a majority of us ABSOLUTELY LOVE (borderline obsess over)and in order to maintain our warranty, every few thousand miles, we have to hand it over to these heathens! I feel like I'm dropping my kid off at a Day Care that has a reallly bad reputation LOL. Having to bring her in for "Service" and saying "Sorry honey...this is gonna be a really bad day for you" TERRIBLE!

You definitely summed up how I would assume all us Stinger owners feel and experience it at time of service, it's the most anxious , worrying , maybe even scariest time leaving your Stinger in the hands of a Kia Service Department, I am less scared watching a horror movie at night alone, during a thunderstorm with lighting...

 

[ShannonC]

Get to know your service personnel, ask a lot of questions, observe if you can, and there shouldn't be an issue. I have nothing but praise for my Dealer and we have an excellent relationship.

 

[Revvdmedia]

My dealership is hit and miss depending what you want. They seems to be capable of doing simple oil changes and whatnot, but they are just inept for any complicated repair. The upside is they always offer a free loaner vehicle (even though it's always much less substantial than a Stinger GT) and they are otherwise very friendly. I will eventually have SOMETHING done about my sunroof, but I just can't see doing it there, I don't think they have the skill to complete the task well. Their best guy was in my car and he blamed the noises on squeaking leather, I told their advisors there's no point having him tear stuff apart if he has no idea what he's looking for. I'll need to find a better dealer to do the more complicated warranty repairs, but maybe this one can keep doing oil changes....lol.

 

[gilthanis1]

@Revvdmedia I just got a call back from the ABSOLUTE JOKE of a dealership near me.... I called the KIA VIP line and raised hell about the issues from my last 'appointment' to check the sunroof. Car smelled like an ash tray, tech was talking and texting on his phone while doing the 'test drive', shitty comments made about the color, etc.

So I don't get a call back from the service manager, oh no, just one of the service writers (idiots) to ask 'We heard you had some issues at your last visit'.......well...no sh*t captain obvious..... Of course he had absolutely no interest in trying to make it right, and to top it all off, they got the dam Tech Line case CLOSED because they told Kia "Oh we have 2 other Stingers on the lot (including the brand new GTS) with the same rattle so it's just how they are"............ W....T...F... So Kia won't help because apparently a rattle can sunroof on their $50k car is 'normal'. I am calling Kia back again today and stay on them. I am not letting this go and I will call and show my ass every day if I have too. You took my money for the car, I just want it fixed.

FYI, Jason from @KiaofMuncie is also trying to help me even though live 600 miles from them. I did purchase the car there, but they still try to do whatever they can and offer to help however they can. Definitely will be traveling back there for my next car. You can't pay for that kind of service after the sale. I just wish I lived closer to give them the service business also....

 

[Revvdmedia]

@Revvdmedia I just got a call back from the ABSOLUTE JOKE of a dealership near me.... I called the KIA VIP line and raised hell about the issues from my last 'appointment' to check the sunroof. Car smelled like an ash tray, tech was talking and texting on his phone while doing the 'test drive', shitty comments made about the color, etc.

So I don't get a call back from the service manager, oh no, just one of the service writers (idiots) to ask 'We heard you had some issues at your last visit'.......well...no sh*t captain obvious..... Of course he had absolutely no interest in trying to make it right, and to top it all off, they got the dam Tech Line case CLOSED because they told Kia "Oh we have 2 other Stingers on the lot (including the brand new GTS) with the same rattle so it's just how they are"............ W....T...F... So Kia won't help because apparently a rattle can sunroof on their $50k car is 'normal'. I am calling Kia back again today and stay on them. I am not letting this go and I will call and show my ass every day if I have too. You took my money for the car, I just want it fixed.

I'm really at a loss with the inconsistent treatment many of us get with these warranty repairs. Some of us, like you and I, get that bullshit excuse - from a corporate level no less - that because the other new cars on the lot are also CLEARLY defective, that must be the norm. Clearly the quality bar is not high if that's the image you're putting out there. There are others here with more ambitious dealers that are actively trying to rectify the situation, and then I recall one other who stated their dealer knew that a TSB was in the works. Maybe there is mistruth, but not sure in which direction.

I will start fighting them with mine come spring, since winter is already setting in, it's not going to make as much noise and the dealer will (as they have) fight me with the "cannot replicate the issue." Once it is loud all the time, I can fight them. Hopefully by then there will be some kind of documentation from Kia I can use to support my case? Who knows. In the meantime, all I can do is some calling around to get as much info as I can to come in full force next year. I'm also going to need a better dealer to do the work.

If it doesn't end up fixed next year, I'm probably dumping the car, and since the new Stingers on the lot also have rattling sunroofs, you can guess what I WON'T be trading it for. One of the most significant contributors to me buying the Stinger was the supposed "better treatment because it's a premium car for Kia," and the media claims of Kia's having good initial quality including JD Power. I honestly thought because this is Kia's "Halo" GT car, they would put in a genuine effort to rectify issues to maintain a quality image of the car. To me, a 5 year warranty isn't very useful if they won't fix defects, so no point owning a new car with warranty.

 

[gilthanis1]

I'm really at a loss with the inconsistent treatment many of us get with these warranty repairs.

Absolutely horrible is how most of us get treated, and it was the main concern by everyone when the Stinger was announced. Kia may have made a great car, but you still have to deal with their 'deallers'. You've got the same mouth-breathers trying to sell and service $50k+ cars that are used to the $15k-20k econo boxes and that just won't work. Now, I'm not saying that just because you picked up a Forte doesn't mean you should be treated like a 2nd class citizen, FAR from it. Walk into any other upmarket dealer and see the difference, I know we've all been there. It's night and day.... The good Kia dealers are WAY to few and few between, and I have a bad feeling that they will cause Kia to never do anything like the Stinger again or cause them to quit production after 4-5 years simply because we refuse to deal with them.

I have nothing but great things to say about the body shop at this dealer. They did my repaint, and I was VERY satisfied, but it is also a totally different group of people. These mouth breathers that work in the service department though seem like the clowns at a 'Quick Lube' joint but they just get paid better because they work at a dealership.....