Nalley Kia

Nalley Kia responded

We are truly sorry to hear about the hardship you've experienced and the emotional weight this situation has carried. Your vehicle, especially given its significance as a gift from your grandfather, deserves care and attention, and we understand how upsetting this has been for you. We would like to respectfully clarify a few important details regarding your concerns. When your vehicle was in for repairs following the 2024 theft, it was serviced by Nalley Collision Center, not Nalley Kia's service department. Because of this, the anti-theft software update issued by Kia was not performed — the recall applies specifically within the Kia dealership network’s service process, and unfortunately, that update is not handled during body repair work at our collision center. Your most recent visit to Nalley Kia was following the subsequent theft. Upon inspection, our service team submitted all relevant documentation to Kia regarding the engine damage. After a thorough review, Kia determined that the failure was due to outside influence and advised that it is not a warrantable repair. Additionally, we contacted JMA, your extended warranty provider, who confirmed that the contract had expired based on mileage and is therefore no longer in effect. We also understand your insurance coverage is liability-only, which limits your ability to recover the cost of the engine replacement through a claim. We know this outcome is extremely disappointing, and we sincerely wish the circumstances were different. Our team has worked to exhaust every possible channel for support on your behalf, and we regret that no coverage is available through warranty or insurance at this time. We empathize with your frustration and the financial burden this places on you. If there is anything more we can do to help explain the situation or assist with future next steps, we are here for you. Doug Wells, General Manager, 770-547-5586

Slim responded

I appreciate the acknowledgment, but I need to clarify a few critical points as a Kia customer who has now had their vehicle stolen three times — each time due to the well-documented security vulnerability in certain Kia models. I did not bring my vehicle to some unaffiliated shop — I brought it to Nalley Kia, your branded dealership location, for assistance after thefts had already occurred. Whether the vehicle was routed through Nalley Collision or your service department is not something I, or any other customer, would clearly understand or control. From my perspective, I brought my stolen car to a Kia dealership for help. And yet, at no point was I told that the anti-theft software recall wouldn’t be applied — or even mentioned at all. The vehicle being in your possession following a theft should have triggered an automatic check for the anti-theft update. That is basic accountability. This wasn’t a routine maintenance visit — it was in your hands because it had just been stolen. And then it happened again. You claim all “possible channels were exhausted.” But I have to ask: • Why didn’t anyone notify me the anti-theft software update wasn’t applied? • Why didn’t your team initiate it — especially since the car was there because of theft? • Why was I left completely unaware that the recall fix — which was supposed to prevent repeat theft — was never installed? The result? My vehicle was stolen yet again, sustained engine damage, and now I’m being told there’s no warranty, no coverage, no assistance — just sympathy. This vehicle was a gift from my grandfather. It now sits undrivable and nearly worthless. Not because of my choices — but because Kia and Nalley failed to act when given multiple opportunities. I’ve filed complaints with the Better Business Bureau, the Attorney General’s Consumer Protection Division, and will continue doing everything I can to make sure this isn’t swept under the rug.

Nalley Kia responded

Raul, Thank you for taking the time to share your experience. We understand your frustration. It was recommended that your vehicle needs new tires and an alignment because the thread level is now. This recommendation is based on tire wear and thread level. We would be happy to answer any questions you may have. We will be contacting you, but if you haven’t heard from us yet, please contact me. Doug Wells, General Manager, 770-547-5586