It began with a simple tire pressure monitor system (TPMS) alert on my Kia EV6 in late June, prompting me to schedule a service appointment with my local dealer. The wait for an appointment was a few weeks, which was initially manageable. However, shortly after the TPMS warning, an “add coolant” alert appeared, signaling a more significant problem. Upon inspection, the coolant reservoir was indeed low. I topped it off, but the level dropped again within days, indicating a coolant leak. I contacted the dealer to include this new issue with my existing appointment. They agreed, and I brought my EV6 in for service on August 3rd, after having to add coolant for a third time.
Upon arrival for my scheduled appointment, the service department informed me that they couldn’t immediately locate the coolant leak and would need to keep the car overnight for further diagnosis. By the end of Friday, August 4th, the news was still not good. The dealer admitted they were unable to pinpoint the leak and would require a specialized tool to proceed with the repair. More concerningly, they deemed the vehicle unsafe to drive and suggested I contact Kia Customer Care to arrange a rental car. This was far from ideal, especially as it was already 5 PM on a Friday, leaving limited time to find a rental before weekend closures and transportation challenges from work.
Unfortunately, Kia Customer Care, like my dealership, operates on weekday hours, leaving me stranded without rental assistance over the weekend. It seemed loaner vehicles were not an option at the dealership either. First thing Monday morning, August 7th, I contacted Kia Customer Care to open a case, hoping the car would be swiftly repaired and a rental unnecessary.
On Tuesday, August 8th, a text message from the dealer offered a glimmer of hope, estimating the car would be ready by Thursday, August 10th. However, a follow-up text on the 9th went unanswered. Another text and a phone call on the 10th revealed the disappointing truth: the necessary tool had not yet arrived. At this point, I decided to rent a car, finally picking it up on Friday, August 11th, a full week after the initial dealer visit. I opted for a week-long rental, anticipating the repair would be completed within that timeframe and because a week rate was more economical. The reimbursement rate quoted by Kia Customer Care for warranty repairs was also less than the cost of even a subcompact rental, making me wary of incurring excessive out-of-pocket expenses.
The following week brought no communication from the dealership on Monday or Tuesday (August 14th and 15th). On Wednesday, August 16th, my text to the dealer again went unanswered, forcing another phone call. This time, the update was even more unsettling: the tool they had received might not even be the correct one. By Thursday, August 17th, after yet another call, I learned they had escalated the issue to Kia for guidance but were still awaiting a response. The technician was planning to try an alternative approach if no instructions were received by 5 PM that day. No update came that evening, and preemptively, I extended my rental for an additional five days.
Friday, August 18th, brought another disheartening call to the dealer at day’s end. They confessed they were at a complete loss, unable to proceed and facing radio silence from Kia regarding the next steps. When I asked for advice, they suggested I contact Kia Customer Care again and “beg” for assistance in helping the dealer. Following their advice, I called Kia Customer Care, only to be met with a dismissive response. They stated they were powerless to intervene, as it was a diagnostic issue for the dealer to resolve. Despite my pointing out that the dealer themselves had directed me to seek their help, the customer service representative simply reiterated their inability to assist and essentially washed their hands of the situation. Frustrated and angry, I ended the call.
Shortly after this unproductive call, I received an email from Kia Customer Care stating that my case was being escalated and someone would contact me soon. Hoping for a breakthrough, I sent a detailed email on Sunday, August 20th, summarizing the entire ordeal. Days turned into more days with no response. Emails sent on Monday the 21st, twice on Tuesday the 22nd, and again on Wednesday the 23rd were all met with silence. A call to the dealer on Wednesday revealed they were still in the dark, waiting for Kia’s instructions. Facing mounting rental costs and dwindling hope, I returned the rental car, taking a gamble that my car had to be fixed imminently, especially as I had taken a couple of days off work and we could manage with one vehicle temporarily.
Thursday, August 24th, brought another unanswered email and another call to the dealer, yielding no real progress. They had sent photos of the fittings and tool to Kia but had received no specific guidance in return. Finally, on Friday, August 25th, I received a call from someone at Kia Customer Care who sounded more proactive and promised to investigate. A boilerplate email confirmation followed our conversation. Later that day, a call to the dealer revealed they had still heard nothing. In response, I replied to the August 25th email, inquiring about the possibility of moving the car to a different dealer and urging them to expedite a resolution.
Predictably, my email received no reply. A call to the dealer on Monday, August 28th, revealed their continued despondency and helplessness, still awaiting any direction from Kia. Another call to Kia Customer Care connected me with the same representative from the previous week, who offered little more than before. I inquired about a loaner car or direct billing for a rental to Kia, hoping to avoid further out-of-pocket expenses pending uncertain reimbursement. He stated that loaners were at the dealer’s discretion and financial arrangements would only be addressed after the repair completion.
On the afternoon of Monday, August 28th, I sent a comprehensive reply email, including receipts totaling over $500 for the rental car thus far. As of approximately 5 PM on Tuesday, August 29th, there has been no response to yesterday’s email, no communication from the dealer today, and no further contact from Kia Customer Care.
In total, my Kia EV6 has been out of service for 27 days. The pervasive sense is that no one at Kia truly cares, leaving me feeling helpless and uncertain about what steps to take next. Another rental car is scheduled for tomorrow, but the duration remains unknown.
In conclusion, the entire experience has been defined by utterly inadequate Kia Customer Service. From delayed diagnostics to nonexistent communication and a complete lack of proactive problem-solving, Kia has demonstrated a profound disregard for customer satisfaction and a failure to support their own product and dealer network effectively. This ordeal serves as a stark warning to any potential Kia customer, particularly those considering an EV6 or relying on Kia’s warranty and customer service promises.
