| Address: Automotive Kia, Sector 20, Dwarka, New Delhi |
Subject: Complaint Regarding Repainted Bonnet Issue - Automotive Kia Dealership, Sector 20, Dwarka, New Delhi
Dear Kia Motors India,
Sharing my frustrating experience with the Automotive Kia dealership in Sector 20, Dwarka, New Delhi, which has shaken my trust in Kia's brand. Dissatisfaction with the service and lack of transparency, professionalism and commitment to customer satisfaction, encountered at the dealership.
Issue: I purchased a black Kia Seltos from Automotive Kia in February 2024, expecting a brand-new vehicle. However, a few months later, I noticed the bonnet colour fading to a greyish tone. Initially, I dismissed it, thinking a thorough cleaning would help. But in October, when I took my car to a PPF specialist, I was shocked to discover that the bonnet had been repainted. Naturally, I reached out to the dealership to understand why this information was not disclosed at the time of purchase.
Dealership’s Response and Handling: When I visited the dealership to discuss this, I was met with dismissive behaviour. They said that the car was delivered in “perfect condition” and that it was my responsibility to identify such issues upon delivery only and also raised a baseless point that you never told us earlier about this issue, you could have checked it on delivery. Seriously? how would a normal consumer know about it, since a normal consumer can’t identify it. I wouldn't have known about it if I hadn't taken my car to PPF.
An executive also told me that “peacocks” in their yard might have scratched the bonnet. He even told me not to mention his name, which raised further doubts, If he was supposedly unaware of the repaint, how could he make such a specific guess?
The dealership’s team eventually sent a third-party paint expert to check the paint from their expert, who initially refused to give the report directly to me but indirectly confirmed that the bonnet was indeed repainted later confirmed by the Manager. After that, Mr Nishant Rajput, Mr Devraj Dabas and CCM Pooja Upadhyay began ignoring my calls.
Failed Resolution and Unsatisfactory Options: Because of ignorance of calls we went physically to the dealership The Manager Paras Grover downplayed and reiterated the same stance of "You should have checked it on the time of delivery and now we are not responsible for this issue and cannot do anything in this" I found this response unfair, as it implied blame on me. If I had needed any repainting work, I would have naturally gone to the Kia workshop and used my insurance, then we met GM Sales, Mr Sachin Bhatt. He dismissed my concern and said the same thing that the Manager earlier said. I purchased a new car and never expected to be misled with a repainted vehicle.
After a long discussion, he offered us to do a solution. He suggested repainting the bonnet or offering accessories, neither of which I found acceptable since the car's resale value and integrity were already compromised as my car will still be repainted only and I have already applied all the basic accessories. I want to understand why this situation occurred in the first place and why I was not informed about it.
Conclusion: I spent ₹18 lakh on a Kia Seltos, expecting a brand-new vehicle with no prior repainting. The dealership's evasive behaviour, failure to communicate professionally, and refusal to provide an adequate solution have left me extremely dissatisfied.
I request Kia Motors to take immediate action against this dealership and ensure that I receive a resolution that respects my investment and restores my trust in your brand.
I have already mailed Kia regarding this complaint
Complaint No. vide SR 01411823
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