Leased Kia Sportage 2020 - Engine Failure

ReubenD

I've had a leased Kia Sportage for 12 months and three weeks ago it got a check engine light on. After booking it in through Kia I took it to their local dealership at Arnold Clark. Initially I was told there's a serious engine issue and they need Kia technical to respond and it would take up to 4 days to get a response. They explained it was a failed part that needed replacing but the part that Kia had being replacing them with was now also failing.

I chased AC on day 3 and was told still no response and I should speak to Kia Customer Services. Kia told me they are responding to emails and had no record of AC getting in touch. Eventually it transpired that AC have one Kia engineer who wasn't in till that Tuesday so seemed I was being given false information from the dealership.

On day 6 I got given a small Kia Picanto as a courtesy car but with no further information on how long my vehicle would take to repair.

I am now on day 14 with no further progress. The garage say that they can't investigate the issues because another car is on the ramp (they only have one for Kia) and that car has been waiting on a part for the same issue for 9 weeks. They tell me mine will take 12 weeks to fix and I should speak to Kia and see if I can either get the car moved to another dealership or a larger like for like courtesy car.

Kia claim that they have asked the dealership to give them more information which they can't do until the car is on the ramp which could be several more weeks. Whilst all the while the leasing company shrug their shoulders and say it's Kia's problem and AC / Kia just blame each other to me with no communication between them. 

I have tried escalating a complaint only to have the person assigned to my complaint not call me back either. All quite frustrating for a relatively new car and even more so as it's a lease vehicle. Has anyone ever experienced a situation like this and could offer some advice on how to rectify it?

Grumpy_chap

The warranty on the car is probably down to Kia to resolve and not the lease company (who are only the finance vehicle).  
What outcome do you actually want?  Simply a larger courtesy car while yours is repaired?

ReubenD

There's two elements in that I'm not getting accurate information from the dealership and Kia. I don't think there's much I can do about that other than to keep pointing it out but then also yes to have a larger vehicle whilst this one is being repaired. The problem is that it may be several weeks more before the garage get the car on the ramp and respond to Kia. I am paying for the lease of a decent sized car (which I need for work and getting the kids around) but only have a very small courtesy vehicle which just doesn't do the job. I know a courtesy vehicle is just that but the situation just seems very unreasonable from both Kia and the garage. 

greyteam1959

Another car on the ramp ??
What a load of absolute rubbish !!
Somebody is taking you for a monkey.

Flight3287462

greyteam1959 said:

Another car on the ramp ??
What a load of absolute rubbish !!
Somebody is taking you for a monkey.

Aye but the way I read it, that car was in for the same issue?

AdrianC

A car that is in for an engine management light, but is driveable, is not taking up a ramp for two months. It CERTAINLY isn't taking up their only ramp for two months... They'd have to close the workshop...

m0bov

Get it to another dealer, not Arnold sharks.

flashg67

AdrianC said:

A car that is in for an engine management light, but is driveable, is not taking up a ramp for two months. It CERTAINLY isn't taking up their only ramp for two months... They'd have to close the workshop...

If it multi franchise, they'll  likely have allocated workshop space/ramps agreed for each manufacturer. I'd assume they had two, but are wanting to keep one free for 'easy' jobs
There are horrendous issues with parts supply at the moment - if the other car on the ramp has been stripped down then they'll be reluctant to move it until the parts arrive.
OP - worth asking Kia if they have a process to rent a car for you rather than just the courtesy car - many manufacturers do.