Update by user Aug 02, 2020
Nothing has been resolved yet. I was sent a private email saying that they can't help me because of the status of my account. Well the status of my account is why I need help.
Original review posted by user Jul 02, 2020
Dear Sir's, My name is Maria Houff and I have been a customer since early 2017. The reason for this email is I am upset and outraged about how I have been treated in regards to my situations, account and the impact COVID-19 pandemic has affected and still is affecting me. Firstly I'd like to give you some insight about me (your customer) I have always prided myself as being a loyal customer by keeping my account current and paying on time. But since June of last year I have had unmitigated circumstances which caused me to have a lot of hardship in doing that. My hardships are as follows: 1) In June I had to have emergency surgery to prevent paralysis on C4 - C7 on my neck. My healing time on this is a year or more. 2) As a result of my surgery I had to go on medical leave with no pay. It was a new job and had only 1.1/2yrs so I had not benefits. 3) As I was preparing to try and return to work I broke my right ankle in 3 places and had emergency to put it back together. It was a no touchdown so I was bed ridded which added another year or more to my healing process. 4) Mid Feb this year I returned to work and 3 weeks after working had to stop due to COVID-19 outbreak and being HIGH RISK. I work VERY close with the public and was advised by my doctors to stay off work. 5) Now upon my last follow up on my ankle I find out I must have another surgery on my ankle. I am not telling you all of this for sympathy or pity. What I am doing is broadening your understanding of my own personal experiences as to why my payments have been late and irregular. Even with that I have always kept your company informed via customer service as to making payments/making payment arrangements and extensions. Late payments but few extensions. Now! .. This is where my anger issues come in. I was calling customer services probably around end of March or early April and could never get a Rep. What I got finally after several attempts was a recording directing your customers to your website stating that for for help due to COVID-19 there was a ling to apply and I did that with no further communications on my part thinking things were being done on your end for us customers. Whatever I thought that entailed. So? I waited. Wasn't getting any phone calls so I figured well I don't know what I figured. LOL But somewhere within this past week to 2 weeks. I got a letter of default which came to me at my new address before I got the chance to even call to update my account myself! But I guess that when I changed it at the DMV it updated you as well. Which I think was terrific! One less thing that I needed to do on top of everything else. Back to the point! I read the letter and immediately called customer service because I was confused and upset. The representative I got was INDESCRIBABLY INSULTING and RUDE in my opinion. I've been working in customer service for over 40 years myself and she was an experience unlike no other! She spoke to me like I was a liar and a thief and didn't deserve common and customer courtesy. Also made it almost impossible to resolve and be helped with this issue. I am going to relay the conversation as best I can with hopes of not confusing you. LOL I told the Rep what my concerns were. Which was about the 3 months of care notes due to be paid. I also explained to her that I had applied for the COVID relief program. Her: What program?! I told her 3 different times how I came to find out about it. I told her about the recording that directed me to the link and that I applied there. She was so busy trying to find fault in what I was saying so much so I was getting upset. I continued until she finally said did I apply. I told her yes Then she said to me where did you see it at. I told her again. Then she asked me what happened. I told her I nothing . That I followed the instructions and hit send. Her what type of response did you get? I told her again. None and that I had been waiting to here something and that I figured all was taken care of. Then I switched gears and asked what could be done to works things out and help me at the same time because I'm still not able to work. As I saw I was getting nowhere with her on the relief program. She started out by saying in order to qualify I'd have to have been affected by COVID-19. Well DUH!!! . Basically I went on to say let's do that. But then I thought about the conversation I had had with another Rep. maybe a week prior too who told me to call back once I made a payment a tell them I needed an extension and that I qualified for it. I mentioned that to her. What did I do that for? Now I'm confused again because she started making no sense. So now am I applying for relief from the COVID-19 relief program or a regular extension. Hmmm! Okay??? Now, . moving on. She's setting things up for me and telling me how the process is going to go. The question came up again about working and income. I told her that I hadn't worked since March. And that what I had was monthly income of before of about 700 dollars and before I finished talking she cuts me off and tells me I don't qualify because I had incoming income. I was like what the *** I stopped her and said that it was no longer active because of me working and that it would have to be reviewed again to see if I still qualify. Then she goes off on this tangent. You just told me you had incoming outcome not you saying you don't. As if I were here her child. I said again That I did but my case has to be reviewed so therefore I don't have any incoming income. Meanwhile I am becoming more and more irritated. Her... Well I'm going to put this in but it's not guarantee that will get it. Hmmm? then she asked me to verify my address. I'm thinking why is she all of a sudden asking me this now after all of this conversation when she hadn't before. Upsettingly told her I know you know that I have a new address and that you know what it was because I had received a letter. I obliged and gave it to her in a smart upset tone. Then this woman had the presumptuous mitigated gall to ask me if my car was at my residence! I said what type of question is that? And since when had this type of questioning started happening?! So she's proceeds to tell me it's always been like that. I said No! and that I had never ever encountered that anywhere I've ever purchased a car from the ages of 21 to 54 years of age, Where in the world did you all find this woman? I answered yes it is why wouldn't it be? Now I am pissed and insulted. Feeling threatened because she's planning to have my car repoed instead of helping me. What singed it she started telling me that she was going to put it in for one month. So... I dug deeper into that by asking her what she meant by 1 month. Then she says that it's segmented by 1.2.3 months etc. I asked why would she put it in for only 1 month when more time was available to me. Here is where I almost fell out of my seat. She says because all we can do it for is for 1 month. I said to her if that were true that it wouldn't be written up in format that way Lord have mercy! I'm at the end of my rope now! This is how she ended the conversation. I'm sending off all the information to be reviewed but it's not guaranteed that I would get it. I said is this how you are going to leave the conversation with me feeling unsure and un at ease about the situation. Wow! After my conversation I had to choose to pay rent on my car note, So I took part of my rent money and paid the car note that was due. She declined to stop/remove any late fees to help me. In fact she told me that they would continue no matter what. I asked even in the middle of a pandemic?! she said yes and that there's nothing we can do about it Wow!!! And come to think of it I still don't know if my extension has been approved or not This is not verbatim but it definitely the jist and the radicalness of our conversation. Now I'm thinking what type of company would treat there customers like this. What type of company would allow their customer to suffer during a pandemic and suffering from medical or any other unforeseeable/unexpected circumstances?! What company would take a persons vehicle during times of hardships to loyal customers who have paid on time consistently for 3 years due to reasons out of their control? Would it still be the case if a person was in a coma or in a hospital fighting for their lives?! What do you suggest I do about my now due car note? Should I put off my surgery and go to work against my Doctor's ( more than one Doctor ) Should we as customers just surrender our vehicles when we're faced with hardships knowing that there is nothing put in place for us Kia won't help us keep our vehicles rather than take them? I am really having a hard time wrapping my head around all of this! Sir's , I really don't want to think Kia is this uncaring. I don't want to think you'd rather take my vehicle after all these years even during a pandemic. I don't want to feel bad about the choice I made to buy a Kia. I don't want to be constantly reminded how Kia has treated me during my hardships every time I get into my car. I'd like to ask what exactly is there in place to help those of us who are seriously affected by COVIS-19 and/ or major medical issues? Is there any assistance from this company that I can get so that I may have my surgery? Is there any comfort in knowing that Kia cares about their customers? Does Kia only care about numbers rather keeping and helping their customers? Does Kia care about us as human beings? Don't get me wrong I do understand that this is a business. But does it have to be so inhumane? Thank you for taking the time to read my lengthy email. I just could not go another day with all of this in my head. I truly feel all of this needed to said and known so that you all may be made aware of things from customers points of view. I am so forward to hearing back from you concerning my questions along with your responses about this situation. Sincerely. Ms. Maria Houff Sent from Mail for Windows 10
User's recommendation: Better custumer service, better treatment of All customers, Things put in place to assist loyal long term customers during things such as a pandemic and severe and uncontrolable medical situations. Things like this reflects bad images on the company. I'm highly unlikely to recommend,refer or purchase again. I only purchased myself by word of mouth by friends and family. Hope this helpfull enough for you Kia.