Rosen Kia

Friendly and easy to work with. They also honored my requests on particular details about the service work and my car.

Service visit went fine up to the point where I was told that the actual part for the recall work hadn’t been ordered and wasn’t there. When I initially booked the service visit I asked and was told specifically that the recall part would be there. The service person at the desk worked with the parts department and eventually found the needed part, so that was a much appreciated. The general maintenance and recall service was completed in a timely manner that day and saved me from going on another trip to Rosen, which happens to be quite a distance from my home!

I am writing to file a formal complaint regarding a serious safety and service issue that occurred at your Kia Service Center on Wednesday, November 27th, 2025, during my visit for a routine oil change. I arrived that day specifically mentioning two concerns to the service advisor, Ivan: 1. My rear tire was losing air, and 2. There was a noise occurring with every tire rotation. Despite providing this information up front, the interaction that followed was highly concerning. 1. Attempted Upselling & Incorrect Information When my service was finished, Ivan immediately listed several “recommendations,” beginning with telling me I needed all four brake pads and rotors replaced. When I asked specifically about the tire losing air, he told me, “That’s your car telling you that you need new brakes.” This made no mechanical sense. I explained that if brakes were needed, my personal mechanic—who never upsells unnecessary work—would handle it. His explanation felt dismissive and more focused on upselling than addressing the actual problem I came in for. 2. Oil Change Plan Not in System I have a service plan that clearly states my oil changes are free for the entire length of my finance agreement, yet Ivan claimed this benefit was not showing in the system. I had to personally retrieve my original paperwork from my car and prove it. This is information your team should already have access to. It is unacceptable for a customer to have to “prove” what the dealership should know. 3. A Critical Safety Issue Was Ignored When I picked up my vehicle, my tire light was off, so I assumed the issue had been checked. A couple days later, I left for work during a snowstorm and saw my front passenger tire rapidly losing air, eventually dropping to 17 PSI after a 14-hour shift. I had to refill it in unsafe winter conditions just to drive home. When I reviewed the service paperwork, I discovered the technician had documented: “NAIL IN TIRE.” I was never told this. Not told there was a nail. Not told it required a simple $8 patch. Not told my vehicle was unsafe. This failure to communicate put me in serious danger and could have resulted in an accident in blizzard conditions. The technician did their job by documenting the issue. The service advisor failed to relay vital safety information. 4. Repeated Issues at This Location This is the second major issue I’ve experienced at this service center. Even with free oil changes, it is not worth the repeated stress, inconvenience, or risk. When Kia contacted me about upgrading my vehicle due to built equity, I declined—specifically because upgrading would tie me to this service department again. 5. Survey Feedback I wanted to give Ivan a high score, but due to the failure to communicate hazardous information, the inaccurate explanations, and the focus on upselling, I could not. ⸻ Requested Resolution I am not requesting an apology. The most meaningful “sorry” is ensuring that this never happens again—to me or to any other customer. What I am asking is: 1. That this issue be addressed with the service advisor involved. 2. That your team reinforce communication protocols so customers are always informed of safety-related findings. 3. Assurance that a customer will never leave your service center unaware of a dangerous condition documented on their vehicle. Thank you for your attention to this matter. I look forward to hearing how you intend to prevent incidents like this moving forward.