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Darlene H.

  • 1 Review
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Experience: Autos & Vehicles

Member since July 2019

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1 Review by Darlene

7/25/19
I have never dealt with such poor customer service in a company EVER. I gave them 1 star because a Mgr. finally assisted me and resolved my 4 month long issue.

I purchased my car in April 2019 sending overnight the check along with proper paper work per website directions. I received nothing for over a month and phoneD in May to be told that the site has incorrect information and I was not supposed to send the paper work with the check but needed to fax the paper work to a different department which I did. Waited. By June I had not yet received my car's title so I called again. I was told they had not received my transmission even though I received confirmation on my side that the transmission had been successful. So I resent the Fax and asked the customer service agent to please contact the dept. and verify it had been received, both my transmission receipt and she confirmed it had been received successfully and I should receive my Title in about 2-4 weeks.
Today is July 25th 2019 and I still have not received my Title. After overnighting all my information back in April it has still taken eight phone calls, two faxes, escalating to a supervisor and finally management just to get paper work submitted successfully for my Title. This was not user error. I am very experienced Account Manager who knows how to successfully send documentation.

Kia finance has serious customer service issues; the communication and follow-up with this company is HORRIBLE. They require you fax all paperwork (for security reasons) and have no other form of communication for escalations like mine. I asked if could forward my information to a Supv. and the Supv. told me they don't use email and have no way to receive proof of my submissions or the actual paper work and was just silent. Nothing after four months of trying to submit documents; he offered no resolve just to fax it again.
Finally, beyond frustrated, I escalated to a Mgr. he gave me a secure email which I sent my paper work through. Finally. Interestingly he conveyed that I needed to send the Odometer reading paperwork that didn't have any notes written on it regarding that it had been previously sent ....that would have been one of three docs I Faxed the second time that they said had not been received. HMM??
There is a lot of room for improvement with this part of KIA. While I love my KIA knowing what I do of their Customer Service, which is who you work with once you purchase a vehicle, I would suggest you use an outside financing company (state employee credit union) and save yourself a lot of frustration.

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