I tried to email Steven Spurs but email bounced back.As discussed, I wanted to raise my concerns about a number of issues leading up to my collection of the above vehicle this afternoon.As you are aware, the vehicle has experienced a regular shudder which we believe is transmission-related, and has been evident since we took delivery last year. At first it was only happening when we pulled away but this began to worsen, so it was booked in for 3 June 2025. The problem was not corrected.As the frequency of the shudder extended to gear changes and when driving slowly in traffic, we booked it in on 23 October 2025. The problem was not corrected.At 13.30 on 2 December 2025 we booked the vehicle in again, speaking to Immy. The vehicle was booked in for 11 February. I asked for a courtesy car as the vehicle would be in for a week or longer. As it would be needed for the duration of the repair, that is why we had to wait over 2 months for an available vehicle.In January the service warning appeared, advising of mileage and due date of 9 February. On 20 January at 15.10 I spoke to Meryn and advised her that the mileage was +300 miles, due date 9 February, but that the vehicle was booked in for 11 February for potentially major repairs. I asked if the service could be completed at this time or whether I needed to bring it in sooner due to the additional mileage, and she advised that the mileage issue was fine as the vehicle had been booked in. She quoted £393.83 for service. I also asked for MOT to be completed as it was due then. She quoted £54.85.When I delivered the vehicle, Steven advised me that no MOT had been booked, and that the courtesy car had been booked for only one day. I explained that as I use my car for my business, I was unable to be without it for a week or more, so asked for the service and MOT to be completed as planned and Steven rebooked the transmission work for 9 March, as this was the earliest a courtesy car would be available. Not ideal but I had little choice.At 16.01 I called Steven for a progress update. He advised that as the service department was particularly busy they were unable to complete the service and it would have to be rebooked. I highlighted that the vehicle was now more than 1200 miles over service due. Steven told me that only 1000 miles is allowed and therefore there would be no warranty cover. I was very shocked, bearing in mind my conversation with Meryn on 20 January. I advised that if my warranty was voided due to an error on the part of Meryn, I would refer this to Kia UK and trading standards as a minimum. He subsequently asked me to keep the courtesy car and that the service and MOT would be completed the following morning. He later advised that he had acquired a petrol vehicle and we could therefore leave our car for the transmission work to be completed.Steven called me yesterday at 16.17 to advise that they were unable to identify a problem with the transmission and asked me to carry out a road test with one of the technicians - I arrived at 1pm to do so. The technician said he had driven the vehicle on 3 occasions and could not find a problem. We drove the vehicle for about 10 minutes where we experienced only one small shudder. As we returned to the garage however I slowed the vehicle down, and whilst in 1st gear travelling slowly, it began to shudder and did so for about 30 seconds. He asked me to rebook it and ensure it was warmed up on attendance as this seemed to be when it happened, he could then carry out another road test. I agreed to do so.My concerns are as follows:The problem has been going on for a year, and not corrected after 3 visits and a total of 8 days in your possession.The booking process has been poor. I have been misinformed and ill-advised by Kia staff. Steven has been helpful however. I have provided dates and times of calls and names of call handlers so you can verify from call recordings.I was told that my warranty could be voided, which is a serious concern when potential major repairs could be needed. I need to be reassured that my warranty remains intact please. Steven today advised that this would only have been for oil-related items which, as the service has now been completed, will no longer apply.I have received a feedback form for Google and Trustpilot, and would like to leave positive feedback. Your response to my email will decide just how positive this will be. I have to say that Steven has been very helpful, and I don't envy him having to rectify the mistakes of others.We had been loyal customers of Lookers Skoda for around 20 years before trying Lookers Kia at my family's recommendation. I would like to think that our faith can be restored quickly.I look forward to hearing from you.Antony Saunder

I am writing to formally raise a complaint regarding the handling of my recent Service and MOT appointment for my Kia Ceed GT-Line at Lookers Kia Gateshead. Unfortunately, this experience has been extremely disappointing and reflects a pattern of ongoing issues I have encountered with your service department.My vehicle was booked in for Service and MOT and dropped off on Saturday 24th January 2025. I was subsequently informed that additional work was required. I agreed to the work and proceeded with payment via your payment plan option, as it was a significant bill.Shortly after signing and agreeing to the work, I received a phone call thanking me for authorising the repairs, but I was then told the work could not be completed that day because the required brake parts were not in stock. I do not understand how payment could be processed for parts that were not available. As a result, my vehicle remained in your service yard until Tuesday, leaving me without transport for four days.When I attended to collect the vehicle on Tuesday, I was informed — without any prior telephone communication — that the tyres were not available. I was then booked in for tyre fitting on Saturday 14th February, three weeks later. I subsequently received a confirmation email dated 27th January confirming the booking for 14.2.2026.On the Friday prior to the scheduled appointment, I was contacted via email and asked to sign a form confirming my attendance. At no stage was I advised that there were any issues with tyre availability.I dropped the vehicle off at 8:00am on 14th February and was told the work would be carried out straight away. At 9:30am — just ninety minutes later — I received a phone call informing me that the tyres were not in stock.I am genuinely baffled as to how, after a three-week wait and a confirmed appointment, the tyres were still unavailable. Furthermore, I cannot understand why I was asked to confirm my attendance the day before, yet not informed of any stock issue.I was offered a courtesy car and told I was “very lucky” that one was available. I found this comment patronising. After waiting three weeks for tyres that should have been ordered in advance, ensuring their availability should have been the priority. Being told my vehicle would need to remain with you for three days simply to have tyres fitted is unreasonable. A routine tyre replacement should not require several days — especially when the appointment was booked well in advance — and the need for a courtesy car in these circumstances is unacceptable.In light of the repeated issues and the disruption caused, I believe it would have been reasonable to consider fitting another brand of tyre even at a premium and for the company to absorb the additional cost as a gesture of goodwill.I feel particularly frustrated because I have already committed to paying for this work via a payment plan. Had this not been the case, I would have taken my vehicle elsewhere three weeks ago and had the tyres replaced immediately. Instead, I feel trapped in a situation where I have paid for goods that repeatedly are not available.This is not an isolated incident. In the past, I have experienced:Bookings not being correctly loggedCourtesy cars not being available as promisedParts not in stockIncorrect pricing and billing errorsThese repeated issues previously led me to take my vehicle elsewhere for servicing, MOTs, and parts. However, following the relocation from Newcastle to Gateshead, I decided to give your service department another opportunity. Regrettably, I have been completely let down again.I love my car, but I am extremely dissatisfied with the service experience and the lack of communication, planning, and accountability demonstrated throughout this process.I would appreciate:A full written explanation as to why parts were not ordered and secured despite confirmed bookings and payment.Appropriate compensation for the repeated inconvenience and loss of use of my vehicle.Assurance of what steps will be taken to prevent this happening again.I look forward to your prompt response and a resolution to this matter.

After several attempts to book in with you to assess an issue on my car, I was finally able to get an appointment today at which point I was told I would need to pay an additional fee as the car was no longer within the warranty. This has only happened because you cancelled the appointment twice. I reported the issue 4 months ago and was logged in but the appointment was cancelled due to a shortage of technicians. When I challenged this, your staff were totally unhelpful and then lied to me about an issue on the car (saying the tread was below legal limit - 3 days after having my car serviced! ) and refused to release my car. I took my car immediately to another garage who confirmed the tyre was well within the legal limits. I have never encountered such poor customer service. You postponed the appointment twice due to your workload leaving me in the position where my car was no longer within warranty. This should have been fixed by you and I hope you will take this opportunity to resolve this issue before I escalate it to the ombudsman.

​Issue: Failure of Service and Warranty Breach – Kia Gateshead​Communication Failure: A warranty appointment was booked two months in advance (booked Dec 2025 for Feb 2026). Upon arrival, I discovered the dealership had relocated without any prior notification. This lack of communication caused significant personal disruption and wasted travel.​Unauthorised Cancellation: Despite a confirmed booking, I was informed on arrival that the appointment was cancelled. I was told a new slot would take another two months, totaling a four-month wait for a repair on a vehicle less than 15 months old.​Warranty Dispute: The vehicle suffered a misfire and engine management issue in Dec 2025. Kia Roadside Assistance (RAC) attended, resolved the misfire, but stated the GPF lamp required a dealership visit under warranty. The dealership is now attempting to charge for this repair despite the vehicle's age and the RAC's diagnosis.​Service Standards: Requests to speak with management were denied, no apology was provided, and no follow-up has been offered.​Required Outcome:Immediate priority booking for repair, confirmation that the work is covered under the manufacturer's warranty, and a formal explanation for the lack of notice regarding the site relocation.

HelloI am writing to complain about the service provided by Lookers Kia in Newcastle/GatesheadI called 16th December 2025 to book in a service, and was quoted £231.31 and the first available appointment was two months later on the 13th Feb. I waited as I wanted the car to be serviced by a main dealer and for some warranty work to be undertaken (boot does not lock).I was called yesterday to say that the wrong booking had been made and that the cost was now over £600.Given that I had waited for two months, and then had no time to make alternative arrangements I was left with little option but to proceed as my car is now well over the mileage between services and I want to ensure it is maintained and serviced regularly. I assumed that booking with a Kia garage would ensure that the correct service was booked. You are dealing with this every day of the week, and I am not in a position to know the correct services, and costs.Your customer advisor was very apologetic as I expressed that I was deeply unhappy and asked if a discount can be applied. She discussed with her manager and a 15% reduction was offered.If I had known back in December the cost of a service was over £600 I would have explored other options, but I feel trapped now and have little in the way of options.I am really angry about this situation and am proceeding with the service as I need my car to be serviced and reliable as I rely on it for my work and I cannot leave it any longer.However, I am making a formal complaint to you about the treatment received. It is not fair, and you quoted a cost nearly one third of the actual cost, made me wait months then informed me at the last moment of the change, and did not even inform me of the change of location of the garage. The online check in still says Railway street whereas I have to take the car to Dunston.All of this is poor customer service.I am very unimpressed. I chose to buy a Kia as I wanted a good warranty and customer service. I am disappointed in the customer service, and am going to seek advice from citizens advice about whether you are allowed to change the cost of the service at short notice in this way, as I suspect it is against consumer law.I am not happy at all with the way that this has been managed, and I think you are not fair in your dealing with me as a customer. I think you should be honouring the original quote for the service, as I in good faith accepted it and assumed it was the correct service as you are the Kia garage, and would be able to access my records, and let me know of the correct service interval and costs. I will see what citizens advice say about my rights as I think you have acted unfairly towards me.YoursRob Dudley

I’ve been trying to book an appointment to restore the network connection on my vehicle under warranty, which was lost at the start of December. I had originally booked for 27th Dec 2025 online, a date when I was off work, but received a call advising that the services were moving site and the earliest date they could book was 5th February. Annoying but understandable so I accepted the new date.I had made arrangements with work to start later, and sorted out the logistics of getting to/from work from KIA’s new site, however when I arrived to drop the car off this morning, I was advised that the system had the car in for 6th February (contrary to my confirmation email) and they couldn’t fit it in today. In addition, the details on the system were showing a different owner (despite the details I entered when making the online booking and being registered keeper of the car for almost a year) and that I’d need to bring the V5 registration document for GDPR reasons to proceed.The result was for me to leave and come back tomorrow.As it turns out, I can’t make tomorrow (maybe I could have made arrangements had I known the date had altered and that the name on system doesn’t match the name on the online booking).On rearranging I have been given an appointment in April! I have checked the online booking system and this is showing availability from 12 Feb - why am I being told April?I can understand the delays due to moving site, but what has me annoyed is the fact that I’ve made arrangements and turned up for my appointment to be turned away with the next suitable date being a further 2+ months wait.If I can get this issue sorted under warranty elsewhere then I’d be happy to book at a location that has capacity and no system/clerical issues. Is this something that is possible? Can you advise of another venue that is able to restore network connection/KiaConnect under warranty?

I have a Motability vehicle and have had a mechanical fault with the particulate filter becoming faulty. When I have visited the dealership I have found them to be dismissive and have been laughed at by receptionists. I have tried to raise a complaint with the dealer but they have referred me to Motability Operations. I would like to raise this complaint.

Customer Comments:Please look in attachments on REPS Complaint system for customer letter , as the letter was scanned and attached to email it will not copy on to complaint log. Customer is saying there has been lack of communication and delays in the repair of the vehilce please take a look and contact customer.