I got a new Kia Niro EV earlier this year via a lease deal through Lex. Sutton Park were the supplying dealer. They knowingly put a new car on the road, whilst aware of a known fault called "Zombie Mode" which renders the car useless, undriveable becase while it turns on it can't be put into drive. I inviestigated the problem and there was no fix, so this dealer supplier a can that, if it were to present this fault, couldn't be fixed at that time because Kia were working on an update. This fault was also on the EV6 & had been a problem for over a year. Check out You Tube to see over what period exactly. So because I'd been stranded a few times, once 40 miles from home late a night in the freezing cold, I rejected the car as being unfit for purpose. Sutton Park requested that I returned the car to my local Kia dealership & Kia themselves monitored this, while ignoring all my attempts to contact them. They gave me a couple of days to return the car and also find myself a replacement car because they were looking to cancel the deal not help me out because of their incompetance and willingness to put faulty cars on the road. Because of the situation with vehicle availablity I had no option but to buy another car outright as there was no stock & Sutton Park wouldn't offer me a replacement vehicle or a loaner. In fact on raising this question they just skipped over it. So I had to get £30k together and buy a car & of course as soon as I did this the used market for EV's started to suffer, so I'm now many £1,000's out of pocket in a relatively short time. It seems that the car went to the only Kia owned dealership in the UK, sat there for sale for some time and then sold for almost the price of a new car, so no great loss for them. So I was shafted by this stealership & am now in a very negative situation with the value of my replacement car. They wouldn't even pay for my time, or my train ticket back from my local dealership. Nor did they cover the expense of me travelling nearly 100 miles by train then taxi to buy my replacement. So while the motor industry is changing, ie the cars are more like computers on wheels the stealerships like Sutton Park are still behaving like back street car traders. My advice; do not use this company, they just want your money.

Unorganised complaint system. Lack of high quality customer care FAULTY CAR SIX months unresolved Rude staff members In my opinion I have received horrendous customer service from the Sutton park group The Kia ceed that I brought is in an awful drivable condition below a satisfactory quality, which was the case BEFORE point of sale. After purchasing the car, I have visited the Kia Sutton park group garage FIVE times to investigate and repair this issue. After being told after each visit the issue as resolved but it clearly never was. I sought a second and third opinion from a mechanic who highlighted issues. I informed Kia on all occasion but no repairs where made. This issue has been ongoing since November 2021. I wasn’t seen to with the straightforward and speedy complaints system that your code of practice progresses. I had waited now six months, made six monthly instalments on a car that is UNSAFE to drive.

I have today collected my used vehicle from the Tamworth branch. The staff were helpful and friendly. They even said that another car had been prepared and valeted by mistake, but mine was now ready. Although clean on the outside and hoovered, nothing else had been cleaned. There were the same dirty marks on the seats and visors as I saw on the test drive and the console was grubby. I’m happy with the sales staff but driving home in a dirty car took the shine off my purchase.

Sadly the salesman we had was of the old school variety. Prepared to take every last possible penny from us with every trick in the book. We are still finding out the ways the extras were hidden, things were mis sold and information mis represented. It seems they would rather take you for a few hundred than have a happy customer who would come back time and time again. Very disappointed.