Hi all. I just finished my estimated 10th call with Kia Finance Lease End customer service. It’s the most baffling customer service experience I’ve ever had, and it’s so bad it’s almost funny. Here’s the full story, so grab your popcorn.
My 2 year lease on my EV9 GT Line was set to end Sept 17, 2026. I genuinely like the car. I’m under my 20K mileage allowance and it’s in good shape, so I wasn’t worried about fees. My problem isn’t the car. It’s that Kia is secretly three companies (the manufacturer, the finance arm, and the dealers) that act like divorced parents fighting over custody of me (to get rid of me).
July 2026: I get the normal lease end mailer and some emails. Boring. Great.
August 2026: A new mailer says Kia Finance is offering bonus cash toward a buyout, but I have to call to confirm eligibility. The car dropped a lot in value, so I planned to turn it in, but saving money gets my attention.
Late August: I call, expecting a simple answer. Their systems “haven’t been updated yet” and they can’t tell me anything. Call back in September. Okay, a little strange since the mailer was sent out, but sure...I'll wait.
Early September: I call back. Good news, my VIN qualifies for a range of bonus cash. Bad news, they can’t tell me the amount and I have to get it from a dealer. Why not just do this in the Kia Finance portal? One would think the math is simple. Residual value from my contract, minus bonus cash, equals new buyout. But that would be too logical.
I call Kia of Attleboro, MA, where I leased the car. The people I worked with are gone, and the finance department tells me the program has ended. I read them the flyer, which says the program runs through Nov 2, 2026 for leases ending by Sept 30. They say they’ve never heard of it. I ask how we can fix that. The person gets frustrated that I won’t take no for an answer, laughs at me when I ask for help again, and then hangs up on me. Truly professional.
I call Kia Finance Lease End team again. A very friendly rep offers to call the dealer with me on the line. The dealer picks up and admits they DO know about the program. They just refuse to honor it because they don’t trust Kia Finance to reimburse them. So the person who told me they’d never heard of it was lying. They also told the Kia Finance rep they won’t help an active customer. I was on the call for all of it listening. The dealer was rude the whole way through and clearly doesn’t care if I ever come back.
The Kia Finance rep says she’ll look into it and update me in a few days. I mention my timeline is almost up and ask about the 2 month extension. She says she’ll add an “internal extension or similar.” I have no idea what that is.
Late September: No update from the Kia Finance Lease End customer service rep. I call back and they see notes but can’t help. They suggest trying other dealers. I’m now nervous about having nothing in writing, so I enter the official 2 month extension, which pushes my lease end to Nov 17.
October 2026: I spend weeks calling and visiting Kia dealers. I got a greatest hits album of answers.
- “We don’t support that program.”
- “We only do it for customers who leased here.”
- “We can’t help with it.”
- “Why doesn’t Kia Finance just let you do it in the portal?” (I ask myself this daily.)
- “We can, but the doc fee is basically equal to the bonus cash.”
Oct 19: I call Lease End again and explain that I’ve tried everything. They tell me, unfortunately, that taking the extension means my car no longer qualifies. The extension I took because of the earlier calls. Cool. Cool. This is awesome!
I’m now furious about the hours I’ve spent just to learn about the program, find my amount, find dealers, and wait on callbacks. Lease End tells me to call Kia (the manufacturer) to get a case number, and assures me they’ll review all the notes from my previous calls.
So I call the manufacturer and tell the whole saga. The rep is very kind and says he’ll report it. I ask what happens next. He says Kia can’t talk to Kia Finance because they’re “different companies” with “privacy concerns.”
And that’s where my journey ends. Three branches of one brand, structured so nobody can talk to each other, and a simple problem nobody can solve.
Unless Kia reaches out with a real interest in fixing this, I’ll drive the car for the next month until the lease is done. After that, they’ve lost me as a customer for good, and I’ll be telling this story to anyone who asks.
Sorry if you need to see this on other subreddits, but the world needs to know.