Chris H

Terrible Service

Absolutely diabolical service. Our Niro was taken here for a routine service on 21 Nov 2023, plus warranty items on clutch replacement and charging port door locking mechanism. It was finally returned on 06 Aug 2024 - 259 days later! We have used this garage intermittently for nearly 15 years and the experience has never been great to be honest, but used due to warranty. On 4 separate occasions the vehicle was returned to us in an unroadworthy state when Brayleys had said it was fixed, with battery exposed, multiple warning lights, cables strewn around the boot and steering pulling violently to the left due to lack of an alignment check when replacing tyres. The original service checklist was dishonestly completed, with a number of tasks, including rather importantly a road test, not being completed. Where parts were replaced, there was no check to see if issues had been effectively resolved before attempting to provide the vehicle back to us with multiple warning lights present. There was no quality control of work done. The technicians were unable to diagnose or fix the problem during the 8.5 months there without the help of an independent Master Technician who diagnosed the problem within 1 day and fitted and completed the part within 1 week. Their work on the charging port locking mechanism then seemed to cause a whole host of other error codes where they were seemingly replacing parts blindly in the hope of fixing it. The customer service team was aggressive at times and dismissive of my concerns. Communication was non-existent. The car was also returned with scratches across the paintwork from their pressure washer hose. On the original service they fitted incorrect tyres, despite acknowledging written requests for specific make and type, and they completely ignored the clutch issue, which was also provided in written format (with Kia Internal Service Bulletin) and inside the vehicle. Over the course of the 8.5 months the car was here, I received fewer than 10 phone calls with updates. We are now over 60 emails into this original service and subsequent complaint with no resolution in sight. There was no accountability for poor service or workmanship at this dealership, despite lengthy discussions around process issues and customer satisfaction. I would look elsewhere.