Poor Communication and Lack of Accountability
Rating: 0 - Neo5050
Poor Communication and Lack of Accountability
Rating: 0 / 5
I am beyond frustrated with the service department at Future Kia of Clovis. While I understand that complex repairs—especially EV battery replacements—take time and internal approvals, the complete lack of communication and professional follow-through is unacceptable.
We dropped our EV off on Monday, March 23rd, for a diagnosis. We were promised an update by Tuesday; we didn't hear anything until Wednesday. Once the diagnosis confirmed a full battery replacement was needed, the lack of transparency became a recurring theme:
Wednesday: The agent stated he needed manager approval within two hours. No call back.
Thursday: I had to initiate the call. I was told they now needed "Kia Engineer approval" and would have an answer by Friday. No call back.
Saturday: I called again. My agent was off, and the coworker I spoke with couldn't help because no notes had been updated in the system. No one knew the status of my vehicle.
Monday: I called again. The agent promised an update by 1:00 PM. Once again, no call back.
The core issue here is a total failure in customer service. I shouldn’t have to chase down an advisor for updates on a major repair. Even if the agent is waiting on third parties or engineers, a professional provides status updates. Being left in the dark for a week is not how you treat customers who have entrusted you with a high-value vehicle
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