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.