I know my car religiously inside and out. If theres something out of sorts I know right away, as I take good care of it keeping it clean and tidy. I noticed over the summer there was a small yellow dot neat the sunroof on the headliner. I called kia and made note of it, and they told me to follow up with a dealership in my area. I went to a dealer close to my work so they could check it out and see if it was something they could just clean off or something more serious like a leaking sunroof. Mind you the dot wasnt big but it was yellow so I figured something either got wet and bled through, or something was wrong with the headliner itself, and I for sure would have noticed something like this if it wasnt new. So I take my vehicle in to the dealer who will remain nameless at this time. They told me they would have someone take a look at it and see if they could clean it. I come back to the dealer to pick up my car later that afternoon, and to my surprise my headliner is MUCH worse than when I left it earlier. The person who tried to "repair" my headliner basically just rubbed the spot until it disappeared and called it a day. The headliner as you all know is a waffle weave kinda pattern. My headliner now has a big fuzzy discolored spot where the "professional" "fixed" the original problem. I expressed my concern to one of the service writers and he said sorry its probably just still setting up, and if you arent satisfied we can certainly see if we can have it replaced under warranty, but you have to wait a month until out regional manager comes out to approve or disapprove. Needless to say I was NOT happy.
So today I called their service manager who I tried to contact on friday, but it was friday and I wasnt expecting a super fast call back. The service manager get in touch with me today and I explain to him I feel the quality of work is unacceptable and that I want it taken care of, not by their people because I obviously dont trust them after seeing what they call "factory matched repair" Our conversation began to get a little heated, as he kept trying to press the issue that the headliner was already ruined when I brought it in, and that they simply tried to fix it, and I explained they only made it worse. He then gave me a holier than thou attitude and began to tell me that I am wrong and they can replace it under warranty but I will have to wait until a regional person approves it. I then explained to him that, if their vendor ruined my headliner, and they utilize this vendor, why would they make Kia pay for the screw up of that vendor. (In my opinion this seems shady and a bit on the fraudulent side) He then got very loud and began to tell me that hes been doing this for so long and he knows how it works, and that he was trying to make it right, but he obviously cant satisfy me. I told him that I dont trust their ability to replace my headliner after seeing their choice in judgement regarding the repairs, and what if then they do further damage to my vehicle scratching and possibly cracking my dash and pillars. He then proceeded to tell me he wasnt getting anywhere with me and that I better take it back to the dealer I bought it from and let them deal with it, I then calmly apologized for wasting his time and hung up the phone. Needless to say I AM FURIOUS! Can anyone have some input as to what the next step should be to resolve my issue? Honestly I want them to pay for me to have it replaced by a professional and not the people they have working for them, they screwed it up, they should pay to have it fixed, not pass the bill to kia!
Here are some pics of the "repair" and what the other side looks like, which is what the other side should look like, I feel like an idiot not taking a before picture, but that shouldnt make a difference seeing how bad this thing looks.
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So today I called their service manager who I tried to contact on friday, but it was friday and I wasnt expecting a super fast call back. The service manager get in touch with me today and I explain to him I feel the quality of work is unacceptable and that I want it taken care of, not by their people because I obviously dont trust them after seeing what they call "factory matched repair" Our conversation began to get a little heated, as he kept trying to press the issue that the headliner was already ruined when I brought it in, and that they simply tried to fix it, and I explained they only made it worse. He then gave me a holier than thou attitude and began to tell me that I am wrong and they can replace it under warranty but I will have to wait until a regional person approves it. I then explained to him that, if their vendor ruined my headliner, and they utilize this vendor, why would they make Kia pay for the screw up of that vendor. (In my opinion this seems shady and a bit on the fraudulent side) He then got very loud and began to tell me that hes been doing this for so long and he knows how it works, and that he was trying to make it right, but he obviously cant satisfy me. I told him that I dont trust their ability to replace my headliner after seeing their choice in judgement regarding the repairs, and what if then they do further damage to my vehicle scratching and possibly cracking my dash and pillars. He then proceeded to tell me he wasnt getting anywhere with me and that I better take it back to the dealer I bought it from and let them deal with it, I then calmly apologized for wasting his time and hung up the phone. Needless to say I AM FURIOUS! Can anyone have some input as to what the next step should be to resolve my issue? Honestly I want them to pay for me to have it replaced by a professional and not the people they have working for them, they screwed it up, they should pay to have it fixed, not pass the bill to kia!
Here are some pics of the "repair" and what the other side looks like, which is what the other side should look like, I feel like an idiot not taking a before picture, but that shouldnt make a difference seeing how bad this thing looks.
