Liona G

Disheartening service and treatment of customers

Honestly if I could give Kia Edenvale no rating, I would. I am writing to formally express my disappointment with the service I received from Kia Edenvale (Johannesburg) during the process of trading in my vehicle to purchase a Kia Seltos. Please note that I have attached the quotations provided to me, which reflect differing prices. Throughout this process, I dealt with Tumelo (Sales Representative) and Monique (F&I Manager). Additionally I have provided the screenshot of which the Sales Rep has advised that it was his error. I was scheduled to collect the vehicle this afternoon and had already taken out insurance for the new vehicle in preparation for delivery. However, a few hours prior to collection, I received a call from an individual named Vinny, whom I had not previously interacted with, stating that he was from Kia Edenvale. During this call, Vinny advised that the deposit amount reflected from my trade-in was incorrect due to a “human error” and that this would result in a higher monthly instalment for me. While I understand that mistakes can happen, I believe it is unreasonable for the full impact of this error to be placed on me as the customer. I am an individual who works hard for my income, and every cent matters. I am not a business, nor do I earn commission, and I expected the same level of consideration and fairness that is often requested of customers. Additionally, the treatment my partner and I received when visiting the dealership today was cold, dismissive, and extremely frustrating. This experience raises serious concerns about customer service standards at the dealership. It also leaves me questioning how employees themselves are treated if this is the level of service extended to customers. Overall, Kia Edenvale has made what should have been an exciting milestone—purchasing a new vehicle—an unnecessarily stressful and traumatic experience.