2 Hours Away, Kia Dealership Sent a Person to Pick Up My EV6, Gave Me a GT-Line With 300ish Miles on It, and Just Made One Request When They Returned

In the fast-paced transition to electric vehicles (EVs), many automakers are racing to keep pace—not only with technology but also with the service expectations of new EV owners. Kia, with its sleek and futuristic EV6, has been applauded for engineering innovation, but feedback on dealership service and support reveals a mixed bag. A recent conversation in the KIA EV6 Owners USA Facebook group lays bare these divided experiences.

Jay Green’s Story: A Model of Outstanding Support

Jay Green, a Kia EV6 owner, posted a glowing account that shows what EV ownership should look like when supported by a responsive dealership. He wrote:

“My dealership that's 2 hours away sent a person to pick up my EV6 when my brake rotor had a huge gouge in it. I got a GT-line with 300ish miles on it for a loaner. They also drove my car back and picked up the loaner, and just asked me to charge it up to 100% so the porter could make it back without being nervous. Best service experience I've ever had (Shout out to Seeyle Kia of Kalamazoo!)”

Jay’s story stands out because it directly contrasts with many other ownership experiences we’ve seen shared online. Not only did Seeyle Kia of Kalamazoo resolve his issue quickly, but they also removed the logistical headache altogether, delivering a virtually new GT-line loaner to his door and retrieving it afterward.

Not Everyone Feels the Same About Kia Support

This experience was in response to another post in the same group from Alfred Shum, who voiced his frustrations with the automaker’s support infrastructure:

“I’ve owned my Kia EV6 GT-line 2 for one year and one month with 22,510km. No real troubles except for a dead 12v battery. The biggest problem is Kia support. Hyundai gets everything first and has better after-sales support. I don’t think I’m ever gonna buy from Kia again.”

That sentiment struck a nerve with others. For example, Ceit Geva chimed in:

“Yep I am right there with you in never buying a Kia again. The way they have handled the ICCU failures is awful. I have no confidence in them. I understand that failures happen, but the way Kia treats affected customers is abhorrent.”

Unfortunately, Ceit is far from alone. In a detailed ownership log, one EV6 driver describes how they were left stranded while awaiting instructions for what to do with their vehicle, writing: "Here We Go: 3rd Battery and 4,500 Miles in My 2024 EV6. I'm Waiting for Kia to Tell Me Where to Dump It". It’s a grim title that says a lot.

Kia’s Service: Why It Varies So Wildly

The wide range of dealership support quality has raised important questions. Why can some owners, like Jay, receive white-glove treatment while others struggle just to get a recall handled?

This inconsistency is partly a function of Kia's dealership network—dealerships are independently owned and operated, and while Kia provides policies and support, execution can vary dramatically. Unfortunately, this makes EV6 ownership a bit of a lottery depending on where you live.

For example, another EV6 owner shared that their car sat at a dealership for 55 days due to a recall before they were finally able to retrieve it: "I Finally Got Back My Kia EV6 From the Local Dealership After 55 Days Due to a Recall".

When Service Goes Right—And Why It Matters

What makes Jay Green’s story even more meaningful is that his dealership is two hours away. They didn’t just meet expectations—they exceeded them with trust, proactive service, and transparency.

As more first-time EV buyers take on the Kia EV6—many of whom are not accustomed to the quirks of EV maintenance—dealership responsiveness becomes even more critical. A recent first-time EV6 owner review points out that while the car is engaging and fun to drive, there are “lots of nits to pick,” many of which stem from service expectations that are not yet aligned with the realities of EV ownership.

Understanding the ICCU Problem

At the heart of much of the frustration is the Integrated Charging Control Unit (ICCU)—a component that manages charging and the 12V battery. Failures can cause the car to shut down, stranding drivers. Kia has acknowledged the issue and issued recalls, but the uneven handling of these problems by dealerships has left some owners deeply dissatisfied.

And yet, some owners say they wouldn’t drive anything else. One long-term review titled "After 8 Months, This Kia EV6 Owner Says It's Perfect" showcases how rewarding the car can be when everything goes right. From software to range and comfort, the EV6 ticks a lot of boxes. But that only makes the service experience that much more important—it needs to keep up with the car itself.

Setting Expectations: How to Work With Your Dealership

Here are some tips to help ensure your dealership experience goes more like Jay Green’s and less like Alfred Shum’s:

1. Build a Relationship Early

When you purchase the car, get to know the service team. Exchange direct contacts—sometimes having one go-to person makes all the difference.

2. Be Thorough and Clear

Explain symptoms in detail. Take videos or photos when possible. The more information your service team has, the faster they can isolate and fix the issue.

3. Know Your Rights

Familiarize yourself with the terms of your Kia warranty. Don’t be afraid to escalate politely if your issue isn’t resolved.

4. Ask for a Loaner Upfront

If the repair might take more than a day or two, request a loaner vehicle. In Jay’s case, receiving a nearly brand-new GT-line was part of what made the experience memorable.

5. Request Documentation

Always get a written summary of the diagnosis and repair. It could be useful in case of repeat issues or if escalation becomes necessary.

Kia’s EV6: Is the Car Itself Still Worth It?

The service conversation shouldn’t overshadow the car. The EV6 GT-line and GT trims remain some of the most compelling electric crossovers on the market today. If you’re wondering what really sets these trims apart, check out this in-depth piece: “What Makes the 2023 EV6 GT Special”.

Similarly, the newer models are pushing the envelope. For instance, the 2024 EV6 GT builds on an already solid foundation. Learn how it's evolving in our article: “2024 Kia EV6 GT Review: Power, Style, and Substance”.

As the EV6 continues to impress on the road, the stakes rise for Kia to streamline its service experience across the board. A vehicle this good deserves consistently great support—everywhere.

Jay Green’s story is a reminder that some Kia dealerships are getting it right. But for every Seeyle Kia of Kalamazoo, there seems to be another store still playing catch-up.

As EVs like the EV6 become mainstream, the service experience must evolve just as fast as the technology. And until there’s consistency, owners will continue to rely on each other—through forums, groups, and articles like this—to share what’s working and what isn’t.

Now We Want to Hear From You:

💬 Have you experienced a dealership that went above and beyond like Jay Green’s?

💬 Or have you struggled with service delays, warranty coverage, or communication breakdowns?

Share your story in the comments below. Your insight could help other EV6 owners—and maybe even catch Kia’s attention where it matters most.

Image source: ChatGPT.

Armen Hareyan is the founder and Editor-in-Chief of Torque News. He founded TorqueNews.com in 2010, which since then has been publishing expert news and analysis about the automotive industry. He can be reached at Torque News Twitter, Facebook, Linkedin, and Youtube. He has more than a decade of expertise in the automotive industry with a special interest in Tesla and electric vehicles.