Complaint Regarding poor experience with Kia Pietermaritzburg service department

Formal Complaint Regarding Recurring Issues with Kia Picanto and Poor Service Experience To: Kia South Africa Date: 23 June 2025 Dear Kia South Africa Customer Service, I am writing to formally lodge a complaint regarding recurring electrical issues with my Kia Picanto, as well as the unsatisfactory service I have received from your dealership team. My experience over the past year has been extremely frustrating, and I am seeking urgent intervention to resolve these ongoing problems. First Incident – 16 April 2024 On 16 April 2024, my Kia Picanto experienced a critical issue where all the emergency lights illuminated and the car began losing power. I contacted Kia Roadside Assistance, and my vehicle was towed to Kia PMB. After inspection, I was informed that the battery was faulty and a new battery was installed at a cost of R2400. I requested a written report from the receptionist Nompi, but she refused and only offered to print it, which she did not do.

Second Incident – 30 July 2024 On 30 July 2024, I followed the same procedure as before by calling Kia Roadside Assistance, and the car was towed to Kia PMB. After inspecting the vehicle, I was informed that the issue was due to faulty tracker wiring. The staff then disconnected the tracker entirely. This was extremely unsafe and highly unprofessional on their part. I requested a written report from Nompi the receptionist, but she refused and only offered to print the invoice of which she did not do. I was told I could bring the car in anytime if I encountered the same problem again.

Third Incident – October 2024 The third incident occurred in October 2024, when the car was also due for service. I took the car to Kia Springfield, where it was checked and serviced, and I was told there were no faults. The car was collected on the 27th of October 2024 and functioned without issues until the 19th of June 2025, when the same electrical problem recurred. Fourth Incident – 19 June 2025 After experiencing the same electrical issue on 19 June 2025, I followed the same procedure: I called Kia Roadside Assistance, and the car was towed to Kia PMB. Once again, I was told the problem was due to the tracker wiring connection. This explanation was baffling and concerning, as I was previously informed during the second incident that the tracker wiring had already been disconnected. To verify, I took the car to Nestar Tracking Company, where they confirmed that the tracker was already disconnected. This means that when I sent the car in during the second incident, the tracker wiring was supposedly disconnected, yet Kia is now claiming the issue is still with the tracker wiring. This repeated and inconsistent explanation is highly suspicious and unprofessional, and it raises serious concerns about the accuracy and integrity of the diagnostics and repairs performed on my vehicle

Unacceptable and ***ist Treatment by Kia Service manager. When I called Kia PMB to inform them of the situation and requested a written report, I spoke with the receptionist, Nompi, who referred me to the service manager. The service manager, an Indian man, was extremely rude, ***ist, and unprofessional. He made me feel completely disrespected and belittled as a woman. His tone was aggressive and vulgar, and he did not speak to me with the respect due to a customer. When I expressed my concerns about the inconsistent explanations I had received from different staff members, he was cynical, condescending, and denied everything I said. He then said, “Don’t pull that bull**** with me,” when I tried to explain my suspicions and after I had told him is he speaking to me in this manner because I am a lady. When I told him I wanted to escalate the matter, he rep****, “You can take this up, even with ombudsman,” and then dropped the call. This level of disrespect and verbal abuse is absolutely unacceptable and has left me feeling deeply insulted and unsafe as a customer.

Given the extremely unprofessional, ***ist, and hostile treatment I received from the service manager at Kia PMB, I no longer feel safe or comfortable bringing my car back to this dealership for any future services or repairs. The manager’s behavior has left me feeling intimidated and deeply disrespected, and I am genuinely concerned for my well-being should I have to interact with him again. I strongly urge Kia South Africa to address this matter urgently, as no customer should ever feel unsafe or unwelcome at any of your service center.