Ongoing Suspension Issue Ignored by Kia The Glen – Poor Service & Safety Negligence

I am extremely disappointed with the service we have received from Kia The Glen regarding our Kia Seltos.

We reported a knocking sound coming from the front left side of the vehicle as early as late 2024. At that time, the issue was dismissed as “dust.” The same issue was reported again when the car was brought in for its service in February 2025, yet no action was taken.

When we raised the issue again in May 2025, a technician accompanied us on a test drive and confirmed that the knocking sound was present. The vehicle was kept for inspection, and we were told that it just required “lubrication.” However, upon driving the car home, the knocking sound persisted.

We returned to Kia The Glen once again, where we were told a technical manager would do a follow-up test drive. He too confirmed the noise. After keeping the vehicle for another two days, we were informed that the shock absorber was faulty and needed replacement — but that it would not be covered under warranty, and we were now expected to pay R11,000 out of pocket.

We find this completely unacceptable. • We raised this issue multiple times and it was continuously dismissed. • Our safety was disregarded, as we were sent away multiple times with a faulty suspension system. • The lack of accountability and consistency in diagnosis is highly concerning. • We had to take time off work, use our own petrol, and were never offered shuttle services or any courtesy support. • The customer experience was consistently poor, and the responses from staff — including a comment that “there isn’t enough time allocated per car to address all issues” — are unacceptable for a brand like Kia.

We intend to escalate this matter further with the Motor Industry Ombudsman of South Africa (MIOSA), as we believe the warranty should cover this repair, and that Kia The Glen has failed in its duty of care and service delivery.

We expect a formal resolution, a full explanation, and warranty-based repair of this issue without any further delay or cost to us.