KIA PICANTO ND19VTFHello ElaineAs per our telephone conversation this morning.On 2 January I telephoned to arrange the usual yearly service and MOT for my wife's car. A date and time of Wednesday, 11th March was agreed at 9.15am. I received the usual text confirmation of this booking at 10.10am quoting the reference 25053. I was quoted an MOT price of £54.25 and a service price of £167.44Yesterday afternoon my wife phoned to enquire how long the car would be with you on Wednesday to be told you had no record of the booking and no spare time on that day for a replacement. No explanation was offered as to why this error on your part had occurred.If my wife had not phoned we would have turned up on the day to be told then her car would not be attended to!Given that the current MOT expires on 31 March a replacement booking date of 25 March was offered and accepted, again at 9.15am. A text was received at 3.59pm confirming the appointment but this time without containing a reference number.A photo of the text messages is attached.My wife and I had other plans for last week in March which we will now have to change. Given this inconvenience I believe a reduction in the service price of 50% is fully justified.Will you please acknowledge receipt of this email as offered? A full reply would be appreciated as quickly as possible.Thank youIan Farrier

I have complained on two occasions now about the experience I had in arranging a service and have had no formal reply from you. I consider this further evidence of a lack of professionalism or concern about customer care.I am going to seek a resolution via the ombudsman or small claims court as you have had ample time to respond.

I got my car serviced and now when I open the driver door it beeps constantly and when the lights are on there is a orange light bulb in the dashboard that wasn't there before

please see scanned complaint in attachments

Good afternoon,I hope you are well!I’m writing to you to request a full service history report of my car Kia Ceed, registration number NA23RYT.I purchased the car in 2023 and one of the requirements I had was that there will be a service conducted before I pick up the car to make sure everything is in order.Today, I did a service at SG Petch and they informed me that there is no trace of the service in my service book nor anywhere else. They said that if I didn’t have the service done by March 2024, it’d affect my warranty.I contacted Lookers Kia Newcastle multiple times about this issue and it was never resolved. I was advised to contact your GDPR help team, I did that, but I’ve never heard back.I was reassured when purchasing the car that it won’t be the case and I need to conduct the service in November 2024, which I did. Could you please send me the proof of service from November 2023, so I could attach it to my service book and not stress about my warranty?Thank you in advance for your help and please let me know if I could be of further assistance.Kind regards,Piotr Boiwka

Dear Kia Customer Services,I am writing further to my previous complaint regarding my service appointment booked for 10 March.I have contacted Kia again today to chase confirmation about the courtesy car, as this is essential for me due to work commitments and the fact that I require an automatic vehicle.During this call, I was informed that the garage had not been notified that I require a courtesy car at all. This is concerning, as the need for a courtesy vehicle was discussed during my earlier contact when arranging the appointment.Given the ongoing confusion surrounding my booking, I would appreciate confirmation that the dealership has now been informed that I require a courtesy car and that an automatic vehicle will be available on the day of my appointment.I look forward to your response.Thank you.Hope Beauman.On 3 Mar 2026, at 17:02, Hope Beaumanwrote:Dear Kia Customer Services,I am writing to raise a formal complaint regarding my ongoing attempts to arrange a service appointment and the poor customer service I have experienced throughout this process.I first contacted Kia in October 2025 after an engine warning light appeared on my vehicle. At that time, I was advised that all appointments were fully booked until December and was told to contact the garage again then. When I contacted Kia in December, I was advised to call back in January instead.I subsequently called on 5 January 2026 and was finally booked in for a service appointment on 10 March 2026 at 10:40am. I was clearly advised that this appointment would take place at the new Kia garage in Gateshead, and this was the address provided to me.Today, I contacted Kia to ask whether my appointment could be moved to an earlier date and to confirm that the courtesy car provided would be automatic, as I am unable to drive a manual vehicle. The advisor I spoke to, who appeared to be part of a call centre rather than the dealership itself, was dismissive and unhelpful. I was told that I would not know whether the courtesy car was automatic until the day of the appointment.This is not acceptable, as I work full time and cannot travel to Gateshead only to discover that I cannot use the courtesy vehicle and therefore cannot leave my own car for servicing.I was then transferred to Kia Newcastle, where I was informed that my booking was actually showing as Newcastle rather than Gateshead. During this conversation, I was told the courtesy car would be automatic and was a Skoda, which added further confusion given my booking was originally confirmed for Gateshead.After being placed on hold for a transfer, I disconnected and called back via the main call centre, where I was advised the booking had now been changed back to Gateshead and that someone would attempt to confirm whether an automatic courtesy car would be available. While I appreciate this effort, I was given no timeframe for confirmation. This leaves me unable to plan around work commitments or make alternative arrangements should the appointment need to be rescheduled.To add to my frustration, when I asked how to raise a complaint, I was provided with a Newcastle branch telephone number (0191 2981425), which turned out to be incorrect. Fortunately, the individual who answered that number was extremely helpful and professional, in stark contrast to my earlier experience.Overall, this process has involved repeated delays since October 2025, conflicting information, poor communication, and unnecessary inconvenience. I would like Kia to investigate:• The excessive delays in arranging an appointment for an engine warning light.• The incorrect and inconsistent information regarding my booking location.• The inability to confirm essential courtesy car requirements in advance.• The unacceptable customer service received from the call centre.• Being provided with incorrect contact information when attempting to make a complaint.•I would appreciate confirmation of my correct booking location, assurance that an automatic courtesy vehicle will be available, and clarification of how Kia intends to prevent similar issues for customers in future.I look forward to your response.Thank you,Hope Beauman

I submitted a complaint to you 2 weeks ago and I've had no response. Ticket 86041251Lookers Kia had my car for 19 days and it has still not been fixed. I complained to you and no response. I'm starting to think that Lookers is sadly lacking in it's understanding of good customer service. Can you please tell me when I might expect a response?

see this emailDear Rob DudleyWe are in receipt of your complaint.We are sorry that we have not met your expectations and that you are not happy with our service. By making a complaint, you are giving us the opportunity to investigate and improve our services for you and for everyone. we investigate the issues you have raised, and you will be contacted within 14 days to discuss your complaint.If we are unable to meet this service level agreement, we will contact you again to explain why this is. If following discussions you remain dissatisfied please review the Lookers complaints policy by visiting… https://www.lookers.co.uk/complaints.Please note that if you are acting on behalf of someone else, we will need to be furnished with a valid letter of authority (LOA) or a consent form signed by the individual, which confirms that they give you permission to access any personal data on their behalf.Yours sincerely,Lookers Customer Service & Complaint Resolution Team Lookers Limited Lookers Kia Gateshead Lookers Kia GatesheadDue Date: Feb 15, 2026 at 4:01 AMLocation Name: Lookers Kia Gateshead (1155I have not received any contact from yourselves and it is now at the 14 days threshold.Accordingly I am letting you know that am going to seek a review by the ombudsman for help in taking this matter forwards.I remain deeply dissatisfied with the way I have been treated, and consider it unprofessional and a breach of the agreement that was made about the servicing.Yours faithfullyRob Dudley

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.