KIA Heidelburg Gauteng - Gavin Lloyd - No Integrity

KIA Heidelburg Gauteng - Gavin Lloyd - No Integrity

I normally visit Kia to confirm when my vehicle (Kia Rio) needs to be serviced as I know that my vehicle was been serviced in September 2018. I visited the Kia branch in Heidelberg, end of September 2019 as I relocated to Heidelberg end of September.

The service consultant Lettia assisted me that day and advised me that I will only qualify for the service when the vehicle has 30 000 km. The fact that she had my service plan booklet in her hands “confirming” on the “system” and gave me the confirmation to came back when the vehicle has 30 000 km, you expect peace of mind.

On Monday the 9th of December 2019 I visited Kia Heidelberg to book my service for the 11th of December 2019. Lettia assisted with the booking, I gave her my service plan booklet which has all details. She confirmed my booking for the 11th of December with no restrictions or comments.

On the 11th of December 2019 I took the vehicle for its service as per the advised I received that the vehicle can only be serviced at 30 000 km. The consultant that assisted me the morning of the 11th of December notified me that Liquid Capital rejected the claim. The reason; I am servicing the vehicle later than what the vehicle needed to be serviced therefore the claim was rejected. When I asked Lettia why she advised me at the time to bring the vehicle for a service at 30 000 km, she blatantly said she can not recall assisting me at all!

I took the matter up with the KIA Heidelburg Gauteng Dealership Principal - Gavin Lloyd and explained what has happened. I expected that he would at least have the integrity to call Lettia to his office to discuss the issue together with me in the office and even investigate the matter and advise me on the outcome. I would respect the outcome - positive or negative as long as there was an investigation; for example, verifying system record –confirming system dates when was there an inquiry into the system with user name information and vehicle information. Lettia my advice to; people do make mistakes as long as you acknowledge your mistake and apologize to the customer - it is acceptable, no one is perfect!

You see Mr. Lloyd a negative customer experience is influential and memorable when evaluating vehicle purchasing options and services. Why did you simply advise me to call Customer Care and that you cannot do anything? I suggest Kia South Africa nominates you for a Customer Services Training Course to assist you in your career as a dealership principal in how to handle and resolve Bad Customer Service / advise experiences and turn a bad customer service into a positive customer service experience.

I did contact Liquid Capital Customer Care as per Mr Lloyd’s advise and the telephone number that was given by one of the service consultants. Liquid Capital did respond by stating that they were not at fault but KIA Heidelburg Gauteng for the advise I received.