Displeased with customer care service

I am extremely disappointed with my experience purchasing a demo vehicle from Kia.

I was in the market for a new vehicle and was offered a demo that was presented as being in excellent, like-new condition. During the test drive and inspection, there was no visible damage to the vehicle, including no major marks or chips on the windscreen. Throughout the finance approval and purchasing process, the vehicle remained in good condition.

However, on the day we traded in our old vehicle and collected the new one, multiple issues were discovered after the DEKRA inspection and roadworthy conducted on 5 November 2025. These included:

Damage to the front bumper

Several paint chips on the bonnet

Two chips on the windscreen

A tear in the rear seat belt behind the driver’s side (missed during inspection as it was tuck behind the back seat when you fold it down)

Because we did not want the windscreen chips to worsen and turn into cracks, we paid out of our own pocket to repair them.

We were assured that the front bumper damage would be rectified within a week of collecting the vehicle. This has still not been done.

For the past three months, we have been going back and forth with the salesperson with no resolution. We were then told to wait 30 days before using the dent and scratch insurance — to fix damage that existed before we even took delivery of the vehicle. We are now expected to pay an insurance excess for damage we did not cause, which is completely unfair.

We have been patient and attempted to resolve this through Kia directly, especially since DEKRA was used for the inspection. Unfortunately, this matter remains unresolved, and the lack of accountability and follow-through has been extremely frustrating.

I expected far better service and responsibility from a brand like Kia.