Graff Kia

I would like to formally express my disappointment in my recent experience with Graff Kia regarding a denied warranty claim for my 2020 Kia Sportage. After my engine failed in September 2025, a warranty recent experience with Graff Kia regarding a denied warranty claim for my 2020 Kia Sportage. After my engine failed in September 2025, a warranty claim was submitted per the manufacturer’s guidelines. Corporate customer support was responsive and proactive, even reaching out to the dealership on my behalf. However, despite their involvement, the dealership ultimately denied my claim. The denial was based on the absence of maintenance records for 2022–2023, which I was unfortunately unable to provide. While I understand the importance of documentation, the diagnostic testing conducted by the dealership did not definitively link the engine failure to any neglect or issue during that undocumented period. No evidence was presented that proved a direct correlation between the lack of those specific records and the current engine failure. I was further disappointed that the dealership was unwilling to consider the full context of the situation, including: The fact that maintenance was performed, but records are missing (possibly due to lost receipts or third-party service providers). The previous visits leading up to the engine failure and my concerns at that time, which were dismissed. The engine failure occurred suddenly and without warning and was promptly towed to the dealership at that time. The diagnostics were inconclusive, yet the warranty was voided outright. While I appreciate the efforts of corporate support, the dealership’s lack of flexibility, empathy, or consideration of customer loyalty left me extremely dissatisfied. I hope this feedback encourages a review of how similar claims are handled in the future, particularly when diagnostics don't clearly assign blame to a maintenance lapse. More

While the issues of the vehicle I have are at no fault of the dealership, I will have to return my vehicle for service two unnecessary times due to a technician scratching my dash. I was not notified of this the dealership, I will have to return my vehicle for service two unnecessary times due to a technician scratching my dash. I was not notified of this before taking my vehicle home and had to notice it on my own the next day. When I informed the dealership of the damage I was told “it is common with that technician”. They have been very accommodating during the service repairs and now the repair of the dash, but I am disappointed that my vehicle was damaged to begin with. More

Crazy experience for all. Austin and Angela were great. All done! They definitely stayed with the problem. Austin and Angela were great. All done! They definitely stayed with the problem. More