Complaint Review: Kia

My husband and I were, at first, estatic to buy and own a new Kia Sorento.  It was our very first SUV.  The salesman was very helpful, respectful, and seemingly honest.  We drove an hour from our town to buy a Sorento from this specific dealership. We thought we were being smart. The problem we now face is with the service department.

I'm not exactly sure when we received our first recall notice from the dealer.  It was a recall on something underneath the passenger seat.  It wasn't really a big deal, but we are the kind of people who take really good care of our cars.  We get our oil changed every 3,000 miles, our tires rotated on every other oil change, and if we get recalls in the mail, we promptly head to the dealership to get it fixed. 

Now, let me preface this next part with the fact that both my husband and I work.  I am teacher and work until at least 3:30 p.m.  He is a coal miner and works 5 a.m. to 5 p.m.  We LIVE and WORk an hour away. Now, on with the story.  When we received the recall letter, we promptly called the service department to make an appointment to have the recall done.  They inform us that they NEVER make appointments.  Ok, then we ask about Saturday hours. They are closed on the weekends.  Ok, so we tell them about this letter and they say to just bring the car in because they operate first come first serve.  So, my husband takes a PERSONAL day off of work, mind you he only gets 3 personal days a year, to take the Sorento to the service department.  Once he has driven that hour to get there, they tell thim that this recall takes too long to do and they do not have the time to do it this day. At this point, my husband explains that we both work, and live an hour away.  He asks the lady at the counter what the latest time is to bring it in.  She says 3:30.  He explains that it is impossible for us to get the car there by then because of our jobs and the distance.  He begs her to please allow us to make an appointment so if we need to take another day off work, and drive up there, they will be sure to fix it.  She refuses.  Then he asks if he could bring the car in around 4:00.  I could leave work a little early and get it there by then.  She then says that the mechanics leave at 4:00.  My husband turns around and points out the hours on the door that say 7:30 to 5:30.  WHY DO THE MECHANCIS LEAVE AT 4 IF THE HOURS SAY THEY ARE THERE UNTIL 5:30???????

We did not get that recall done until school ended this summer and I was able to go there without missing work.

Now we have another recall that needs fixed , so today, my last day of summer vacation, I arrived at Kia at approximately 10:30 asking if they can do the recall and maybe change my oil.  I still have 200 miles before the sticker says it's time, but I wanted to get it done early so I wouldn't have to miss a day of work.  The service department MANAGER was working the desk and informed me that it would be about 3 hours before he could get to my car.  I couldn't wait 3 hours, I had actual appointments to keep.  (Most businesses actually make appointments. It's more professional.)  He said the recall would only take about 15 minutes but there were other cars ahead of me.  I couldn't wait and I couldn't leave my car, because I don't live in that town.  He told me I could come back around 1:30, because they all take their lunch form 12:30 to 1:30.  I asked what would happen if I came back and there were more people ahead of me.  He said he didn't plan on taking any more customers that day.     IT WAS ONLY 10:30!!!! I was unable to come back later. I asked him what I could do to get the recall done if I work until 3:30 and live an hour away.  NOTHING.  I asked if I could bring it in at 4:00.  Once again, he said NO.  The mechanics leave at 4 and he leaves at 5.  I then asked why the hours on the door say 7:30-5:30.  He said, "The office is open until then."  I asked him what how other people who work 8 to 5 get their cars there.  He replied, "We have a courrier service for local customers."  WHAT ABOUT CUSTOMERS THAT AREN'T LOCAL??  I begged him to please make me appointment, and he refused. 

I don't know what to do.  How am I supposed to get recalls fixed on my car. And now, I'm thinking my car may be one of the ones recalled for a transmission issue, but how will even I know if I can't get it into their garage.  Am I really going to have to take a personal day as soon as school starts and be up there by 7:30 in hopes that if I'm there that early, they will fix my car?   I'm so sick of the service dept.  They are the reason I will NEVER buy another Kia.  They are also the reason I will tell everyone I know the difficulities I have had, and I've only had a year!  But int the meantime, I plan to call the corporate office to see if they can help me, but I fear they won't.  Even on their website it has a place to make a appointment, but when you get there, they refuse to do that.  And isn't it false advertising when the hours on the door say 7:30 to 5:30, when that isn't true. 

I would appreciate any advice or help on this matter.  My mom told me I may need to contact the Better Business Bureau or the State Attorney General's office.