Lockwood Kia - Service Centre

Lockwood Kia responded

Hello Justin, Your wife and I had a long conversation regarding your experience. I believe we resolved the issue with your steering wheel for you. We provided you with a FREE alignment and also a FREE rental vehicle while your vehicle was here. Unfortunately your service history proves that lack of maintenance is the cause of your tire issues. We have not performed any routine maintenance on your vehicle for over 30,000 kms so I would suggest you contact your current mechanic for any issues regarding maintenance. You currently have over 80,000 kms on your vehicle and have never performed a wheel alignment. Feathered tires is a direct result of poor vehicle maintenance. I suggest bringing your vehicle to a certified Kia dealer regularly so that proper maintenance records can be kept and routine services can be performed. If you wish to discuss this matter further please contact me directly. Michael DeFreitas General Manager

Justin Hawes responded

These continuous service issues is exactly why we don't use your dealership for routine maintenance, rather an honest a fair mechanic who takes care of their customers. This vehicle has been routinely checked and service, with alignments along the way. All of which can be proven. The tires have been used for less than 2 summer seasons and were placed on the vehicle just a few weeks prior to your technicians doing work to our vehicle. These tires had 0 feathering until the work was done on my vehicle at KIA and my vehicle at that point became out of alignment. The damage was caused during the following weeks from your service. Not to mention my mechanic was able to confirm the tires 1 week prior were balanced, and 2 days after your service were unbalanced. I don't expect you to accept responsibility as it is clear you refuse to do so, but let it be know people will be sure know of how you treat them.

Justin Hawes responded

Also please keep in mind that every time your staff has asked us to complete one of your service packages 1 - 4 we have done so. Further review of your website indicates that the regularity of these services should be based off mileage which was never told, rather just the services offered while we were in shop but non the less we have completed each service at the time in which it was offered. Should you take the time to review the notes from those services at no time was additional work required or recommended. So with this being said and the work I have completed to my vehicle either through your dealership or my personal mechanic I do know the demage to my tires only took place after your service staff worked on my vehicle.

Justin Hawes responded

Please keep in mind as mentioned earlier alignments have been completed just not by KIA. All of which can be proven through service completion froms by other mechanics. Regardless, you will not accept fault and that is fine, but the work completed to repair the air bag light issue is not the concern, it's the 3 days it took troubleshooting. Seeing on average a clock spring repair is quoted at 2 hours labour what was going on for the other time. Diagnosing. I was told 3 different issues before your service reps said they knew exactly what the problem was. So during this time any number of things could have been done to the vehicle. You must understand the faith we have can not be expected to be very much when your tech couldn't even align the steering wheel. Again this conversation is irrelevant as you've made it very clear you will not be taking responsibility for what your service team has accomplished, but other people still need to be aware of the service your dealership offers post sale of a vehicle.

Lockwood Kia responded

Hi Justin, This is not a matter of "Big Shop" denying fault. We have no issues accepting fault where fault is made. That is why we provided you with a NO CHARGE rental and FREE alignment on your vehicle for your clock spring issue. Your tire feathering issue is a completely separate issue. There is no physical way that a clock spring replacement will cause your tires to feather. I urge you to get a second opinion on my comment from another mechanic. Your service 4 package was done is September of 2016 and over 30,000 kms ago. That's equivalent to 1 1/12 years of driving based on average drivers. You are a high km driver and your tires can feather very easily in 30,000 kms of driving. Our facility has no performed ANY maintenance on your vehicle since then ( 5 services should have been performed in this time ). You issue resides with your other mechanic NOT Lockwood Kia. If you wish to discuss this further please call me and I can easily explain this further. You do not have a valid reason to be De-faming our company publicly when your issue is a black and white case of POOR maintenance.