Ray Skillman Northeast Kia: Service Department, JB &
Mitch, this is for you:
About September 22nd or so I took my 2023 Kia Sportage into Ray Skillman Northeast Kia. When I woke up that morning to dri
Mitch, this is for you:
About September 22nd or so I took my 2023 Kia Sportage into Ray Skillman Northeast Kia. When I woke up that morning to drive it, it began stuttering when stepping on the accelerator, it struggled to accelerate. This should not be typical, especially in a brand new car. I took it to Ray Skillman immediately and they've had it since; today is November 29th, 2023.
I've specifically been working with JB. Today, I found out JB has been lying to me. I've been trying to keep communication with service, not them with me smh. He said they had a tech line ticket opened with Kia for MY vehicle so that they can troubleshoot back and forth. Turns out, according to Kia, that tech line ticket for MY vehicle has been closed since September 28th. According to Ray Skillman, that ticket has been closed since October 14th. Regardless, the ticket is closed and not open and being worked on. I was then informed by JB that Kia did not open a tech line ticket specifically for MY car because they had other cars their with similar issues and a tech line ticket was already opened with one of them, so they were just streamlining their processes. (insert straight face emoji)
In a world where we are all overworked and underpaid, this would be understandable. EXCEPT, it's 2023. When things go wrong, people want a paper trail, a chronological timeline of events and happenings. Especially in the car industry! My example was "If something goes wrong with my car, the first thing you're going to ask me for is a record of my oil changes, to ensure they were done on time, and repairs." This is simple.
As time continued to pass and I had no car, I decided to contact Kia, directly, just to see what information they had or if they had anything I could do since Ray Skillman wasn't getting anywhere by troubleshooting issues.
I submitted a request for Kia Manufacturer to essentially buy back the lemon that they sold me, or switch me out for something of equal value. To my surprise, the request was denied, in partial, due to there being no paper trail. No evidence in the form of a tech line ticket for MY vehicle to Kia Manufacturer.
At this point I was more than disappointed. My last 5 cars I've purchased directly from this dealership and now I'm essentially about to be screwed because service wanted to be lazy and didn't want to copy/paste the same issue 3x.
Well, call me Karen because now, I need to speak to the manager.
I was able to speak to the manager, Mitch.
Mitch did not take ownership, for anything. In fact, he pointed the blame at Kia and their workers. He stated they didn't know what they were talking about etc. When I asked him the bottom line question of why, he had no answer nor an apology. He stated that a water pump would arrive today, be put on today, and they hope it will fix MY car, since that's what the tech line ticket told them to do for the other vehicles in their inventory with this same issue. He then tells me that he's been in service for 6 years (IDC) and has never seen a field tech come to the location. I then informed him that I didn't care what he saw or didn't see but that Kia could NOT send a field tech to their dealership to service MY car because he and his associates failed to have an open tech line ticket for it that contained documentation of everything they were trying and troubleshooting. Mitch says "we made phone calls." I told him it was 2023 and there should be a paper trail, documentation, uploading, follow up in writing of ANY verbal conversation had. Mitch didn't like me saying that too much.
Ray Skillman Service, do better. Acknowledge your wrong. Learn to communicate.
Mitch, if you're not versed in Kia's buy back / swap out policy in allll of your 6 years, then maybe you should pick up a book and get versed in it. Especially if a requirement is that service do their part so that Kia and the vehicle owner can do theirs.