ComplaintsforThe Kia Store

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  bought a 2019 *** Sorento in November of 2023 paid 20 k for it. The motor went out on in June 2024. I took it back to *** thinking they would help me fix it since i bought it there. It was the complete opposite. It took them 6 weeks to send in the information for my warranty. I had to rent a rental car for these six weeks at 400 a week. They would not help me with any of that. I had to call them every day i even went up there twice. I got a hold of the service manager he was no help. l got a hold of the general manager he was no help. I pretty much had to get all of the info and send it in myself the only thing i could not get was the KID report. I even had to tell their advisor i needed a work order to sign because that was one of the things on the list that the warranty place required. After six weeks they finally sent in the KID report to my warranty. They erased the data before they sent it in. I feel like they did this on purpose so i could not see the motor was already ruined when they sold it too me. The warranty place had to send their own inspector out to inspect it. They did not cover it because they said the damage was there before i bought it. The *** store tried to charge me for the work the warranty place did i refused to pay it. They still charged me 175 dollars for my car to sit on there lot for 6 weeks. they quoted me 11,000 dollars to fix it. I took it to a different dealer ship had the work done for 5,000 and it was complete in 1 week. One of the times i went up there trying to get them to send in the info to the warranty place i was told this vehicle had a mile long list of problems and had been worked on lots there. That told me they were tired of working on it and did not want to mess with it anymore. Of course i was not told about this when it was sold to me. I was told it had been maintained well and a good running car. Now i have 25 K in a vehicle thats only worth about 8. i was out another 2400 on a rental care they should of payed for.

  Business response

  09/12/2024

  *** *******
  I am sorry to hear that the outside warranty you purchased through ******* did not cover your claim. I can assure you we tried to get your claim processed in a timely manner. The vehicle was not under warranty at the time of purchase. The 10-year/100,000-mile powertrain warranty is reduced to a 5-year/60,000-mile warranty when the car is sold used, and the remaining coverage is transferred to the new owner. I researched ******* your extended warranty company and they seem to have a history of denying claims. 
  I fielded your call personally and met with my team on your vehicle on July 12th. On July 8th you had called in and you were still getting records the company had requested. On 17th of July, ******* your warranty company stated to our Service Advisor they had all the documents they needed. On July 22nd you called the Service Advisor stating ******* had some other requirements they needed fulfilled. On July 23rd those items had been satisfied. On July 24th ******* said we would have an answer in 24 hours. On July 26th they still had no answer. On July 30th they said they were sending an inspector out. On August 7th they denied your claim.
  Kia on Preston did not erase data. The typical tear down of an engine so an inspector can come out and look at is $750. As you stated you would not pay so we in good faith covered this in anticipation your repair would be covered by Merritt. The vehicle had no problems when sold to you and yes the majority of maintenance was done at our store.
  I am sorry you had to go elsewhere for a motor. I am not sure what type you received new, used or refurbished but there are some huge swings in cost and warranties that come with them.
  I would be happy to try to absorb some of the inequity you have accumulated on your vehicle and find a vehicle new or used under warranty as an attempt to restore faith in our dealership.
  Sincerely,
  ******* *******
  General Manager
  The KIA Store

  Customer response

  09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  **** *** *******
  This is not about the warranty not covering the work. This matter is about how I was over charged, ignored, lied too, and out a lot of money because I could not get your business to send the necessary information to my warranty in a timely manner. I would love it if you were able to absorb some of the inequity I have accumulated. I have attached my full response with dates along with the, the estimate kia gave me and a copy of the paperwork i got from kia when i picked up my vehicle stating what was done.  I tried to attach the emaiI Chain from the warranty place but it would not let me. If the better business bureau would like it i can email it. I could not fit everything in this little box so i have attached it all.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/23/2024, I took my car to get an oil change at 330p; I picked it up at 530p. I drove to my sisters 10 mins away. By the time I got to my sisters all the oil was out of my car. I called kia and they did give me a loaner vehicle to drive. They towed my car on 8/24, then called me & told me it would take the entire weekend to finish my car because they was gonna clean the car (which they barely did). I picked up my car on Monday, 8/26/24. I noticed on 8/27/2024, that mine and my husbands sunglasses and my fanny pack was all missing. My husband attempted to call and was given the run around every single time. I just want my sunglasses or the money for them. They were 200$ total.

  Business response

  09/04/2024

  **** *******

  Thank you for bringing to my attention. I am sorry for your experience and would like to make sure we detail your vehicle correctly. Please reach out to me at ************* The vehicle when received from the Tow Company did not have the items in it that are missing. I am happy to send you a check for the $140 for your inconvenience in this situation. I will make sure you will have the $140 by the end of the month. Hopefully we can gain back your business in the future.

   

  Sincerely,

   

  ******* ******* ******* ******* *** *** *****

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an SUV KIA Sportage from KIA on Preston and have had them do all service maintenance over the last several years. Last October I took it in to have an oil change and replace the air and cabin filter. Neither were done as I attached pictures to show proof. I have tried several times to contact and left messages to Manager *** and ***** and to the rep that always took care of me, ****. No one will return my call. I even reached out to another KIA and no response. On the day I picked up SUV from service I paid 194.79 and was assured all was done. As I drove off I noticed my wheel locks in the passenger seat, not thinking much about it I put them away like they had always been done before. Drove to I65 South and immediately pulled off to the emergency lane as my hood popped up. It had not been secured. Again I did not think too much about it. Over the next few days I noticed my air conditioner felt as if it had went out. Then it would work the next time. I also noticed oil leaking heavily. I took it back in and they stated, "It was loose where they did not tighten it enough." I thought it was fixed and never put it all together so that it could be anything else. During this time I lost my sister and was handling all the affairs with her children and this was not on the forefront of my mind. At the end of October, we took a trip to GA during this trip the car overheated and stopped blowing air and we had to pull off and start looking to see what was going on. As we soon discovered the filters were never replaced that I had paid for in cabin and under the hood. (Pictures to show attached) We had to find a store that had what we needed and replace what should have already been done. After this was done and returned home we started watching the oil pretty close and refilling it as it was low. As I mentioned I tried to reach out several times with no response. After all I started questioning if anything I had done was ever done. I have a hx of all services.

  Business response

  06/21/2024

  ******* 

  I have reached out to you on your phone to resolve this complaint. Please give ma a call.

  ************

  ******* *******

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a vehicle from the Kia store, within the first couple weeks of having the vehicle a part under my car fell apart causing it now to run with a loud noise from the exhaust. I've been calling the Kia store for them to take care of it, and it's been a delay after a delay every time that I call up to the lot to get an answer no one answers the phone when transferred to the service center. I recently went up to the lot it's self and witnessed the phones ringing off the hook, the lobby empty and no workers answering the phone. I originally was sold the vehicle with 2 things that had to be fixed already (the passenger grab bar, and glove box), me and the guy that sold me the vehicle agreed that I can bring the vehicle up after making the purchase and they would cover the cost and repair them. I ended up fixing the give box myself while waiting for a response on when I can come back in for them to replace the grab bar (still waiting on that as well they ordered the handle but not the screws). long story short, my vehicle started to fall apart before I even made my first payment and it's been a circus trying to get someone to give me a correct answer on when, and how it will be covered and fixed. I've called multiple times and have not gotten anywhere

  Business response

  03/15/2023

  General Manager of dealership spoke with the customer on 3/15/23 to update him on the progress of resolving his concerns.  Customer and dealer discussed action plan to resolve issues in a timely manner.   Dealership considers this case resolved.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  "April 25th, as I was driving, my vehicle turned off completely and began smoking from under the hood. From that point on I was no longer able to start my vehicle, the dashboard lights and radio worked, but it would not turn over. I had my vehicle towed to a mechanic for an observation and he determined my engine died and I would need a new one. Since this was a rather newer vehicle, I was current on my oil change and no warning lights indicated any issues, I contacted Kia to try to find a solution. I spoke with a representative named ***** from the Kia corporate office and was advised that there were two recalls on my vehicle and that I should have my vehicle towed to the Kia store to have my vehicle repaired free of charge and a loaner car until the repairs were complete. I will attach the email from *****. June 3rd, I had my vehicle towed to the Kia store so that they could begin the repairs. I received a call mid June advising that they were not able to repair my vehicle under the recall or the warranty, with no real explanation as to why. My service advisor at the Kia store, *****, quoted $5,900 to repair my vehicle. Since then, communication with the service department at the Kia store has been extremely difficult. I could call multiple times a day and get no answer or return call, even after leaving a voicemail. When my ****** finally spoke with the service advisor he was told that they were able to get the price for the repair under $5000. This past Tuesday, the 7th, ***** quoted me $6990.74. Obviously confused, my ****** followed up and was told the price was approx. $4,800. I have paid the $2,500 deposit for the repair, however I've recently learned from another Kia employee, who'd rather remain anonymous, that my vehicle actually did qualify for the recall and the process given to me by *****, the corporate rep, was in fact correct. Being a huge Kia supporter, this has been very inconvenient and unacceptable. Please assist with a resolution.

  Business response

  09/15/2022

  Dealership followed all necessary diagnosis and claim submittal to attempt to get repair covered under manufacturer warranty extension.

  Customer's engine replacement was denied under the manufacturer warranty extension because two recall campaigns were not completed prior to the engine failure.

  The customer's attached email states on May 16 what recalls were applicable to her vehicle at that time. 

  Customer was given this explanation, provided dealership the required down payment to order and authorized replacement with a Kia Remanufactured Engine.

  At the time the engine replacement was performed, both recalls stated in here complaint were performed at that time. 

  This now qualifies customer's new engine for the warranty extension. 

  If a Kia employee were to do a warranty inquiry now, they would see that the required recalls were performed in June 2022 after the failure of her engine. 

  Customer's repairs have been completed and her vehicle is ready to be released to her upon final payment for repairs.   

   

  Dealership considers this issue resolved as customer has been given reasonable explanations throughout the process and was explained as to why the claim was denied.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2018 Kia Optima, from **** ***** ***** in December of 2020. I have always taken care of my car, doing oil changes and tire rotations at my mechanic as well as at home. July 28th of 2022, my Kia locked up in the middle of an intersection and showed several different lights on my dashboard including an engine light, all of which were not on before hand. I had my car towed to Kia of ********** on ******* where it has now been setting for over a month. When the car was purchased i bought an extended warranty that i would be more than happy to supply. After weeks of being in the shop we were informed my car needs a new engine and turbo, & this is because of an “update” that was sent out the same year the car was built, 2018. An “update”, not a recall. Because of this we have been going back and forth with Kia about who is going to cover this. They requested all of my paperwork about car maintenance, and i did supply them with what I had. After reviewing that for a week, i was then told i would need to pay $400 for an engine tear down, to which they would then decide if they were going to cover replacing everything or not. If they decide not to cover it, i will then have to pay to have the broken engine put back together and either pay 10-15k out of pocket to have the car fixed, or towed back to my home where it will sit while i continue to pay it off. I genuinely feel as if the KIA store is trying to get out of covering it over an update they sent out after discovering the issue. This to me seems as if it’s a KIA issue and something that was not preventable on my end. So I’m very curious on why I’m having to fork the money and lots of time without a car, for Kia’s mistake. I also did not mention before that I was not made aware of the “update” when buying the car, and that the information was sent to the original owner this year, 2022. The car is completely in my name, so me not receiving the letter was not my fault. Not sure if i just need to get a lawyer.

  Business response

  09/23/2022

  Dealership has reviewed complaint and has reached out the the customer.  Dealership will continue to work with the customer regarding complaint.  Currently awaiting authorization for tear down for customer's  extended warranty company.  Kia Motor Manufacturer makes determinations of the warranty extended coverage not the dealership.  The process and resulting decisions have been explained to customer.  Dealership will continue to assist in any way we can to help resolve customer complaint.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello my name is ****** ****. The Kia Store has been having my car, 2008 Kia *******, since 6/20/2022 to do repairs. While doing the repairs they see it also has a factory recall on the ABS system. After removing the damaged part from my vehicle they say they no longer make the part nor can they find one old/ new or used. I'm having to pay for a rental car each week in order to get back and forth to work or do things I need to do. When I call the Kia Service department I just get the run around. I have called the Corporate office many times . They were telling me is that they don't offer a "loaner car" service and that they are doing everything to find the part. Now they are saying that the car is past warranty and they no longer make that part. But that part was a "factory recall"I don't see what it has to do with the warranty, when it was the manufacturer's problem. I have paid over $2000.00 already in rental fees and I also paid the Kia store $2000.00 of $4063.00 to fix what I was asking to have done initially. At this point I am being avoided or put on long hold, I guess hoping that I’d just hang up. The car was left to me by deceased ****** and the only problems the vehicle had was normal wear and tear. She had all the the maintenance work done on the vehicle at the Kia store service department. I trusted these people to do the repairs that I needed to have done and to be able to drive my car from there. Now I have nothing, but growing debt and no vehicle. This is absolutely unacceptable ! I would greatly appreciate it this matter could be resolved and I am compensated for my vehicle and my money spent on a rental while they gave me the unnecessary run around !

  Business response

  09/01/2022

  Dealership is in communication with the Customer as well as the manufacturer to find a more equitable solution to the parts availability concern that the customer has expressed.  General Manager has reached out to the customer to find a solution that will best fit her concern and current need for a vehicle.  Dealership considers this complaint to be moving toward a solution working directly with the customer and the manufacturer and parts providers.

  Customer response

  09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ***** ************* *** ** **** *** ******** ** ********* ** ***** ****

  The general manager called me and over a week ago and told me he would get back with me and I haven't heard from him since and I believe the only reason why he contacted me it was because he got something from the better business bureau, but he hasn't done anything yet. ..."
  
  Regards,
  
  ****** ****

  Business response

  09/12/2022

  Dealership General Manager worked with customer and Kia Motor Company on a resolution.  As of 9/12/2022 Consumer issue has been resolved between both parties.  Consumer has purchased a replacement vehicle.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Not responding to issue me my gap and vehicle service warranty refund. When the car is paid off.And all warranty are canceled. Keep giving me the run around. Trying to get my refund.

  Business response

  07/23/2022

  The stated refunds were processed in a timely manner when received.  Dealership had to wait until all documentation and final settlement of complainants account had been settled in full with the lender and the appropriate product providers.  This final settlement was confirmed just recently and refund has been issued.  Dealership considers this matter resolved. 

• Initial Complaint

  03/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased two 2021 Kia Forte and at the time they didn’t have the floor mats, spare tire and cargo tray for the car in them and was promised they would get them as we were charged for the above items in our car loans. We have spoke to so many people and keep getting told they’re working on getting them. We have purchased the cars back in Oct 2021 and still haven’t had a resolution besides they want us to purchase the item after market and then they’ll reimburse us which we will not do as you need to either provide what our cars should have or send a refund check to us.

  Business response

  04/11/2022

  Have attempted to contact the customer to schedule a time to have their accessories installed.  Parts were originally on backorder and have arrived, dealership considers this complaint to be resolved.  They will receive their accessories once the installation time and date has been scheduled.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The engine on my Kia Sorento seized up back in August, 2021, due to a manufacturer's defect. After waiting two months, Kia Store Preston finally replaced my engine for free. However, although my air conditioning worked perfectly when I took the car in, it did not work after I picked it up. I scheduled an appointment for them to fix it because it had to be, in my opinion, something they did while replacing the engine. Once I got the car there, they told me that it was nothing that they did and that I had a slow leak of freon. It just amazes me that all of this occurred after they replaced the engine. They' then informed me that they would be charging me $180 to diagnose the leak, as they could not find it visibly. That of course would not include the cost of repairing whatever imaginary leak they could find. It is my belief, since I never had an issue with my air conditioning before they took her possession of my car, that they are the ones responsible for the air conditioning no longer working. Needless to say, I am not going to have them waste more of my money trying to diagnose a phantom problem. I will have it taken to my personal mechanic. I really would like to have your help resolving this issue. I would like for Kia Store Preston to pay whatever it takes me to get this problem fixed by my own mechanic. Thank you, ******* ******

  Business response

  04/09/2022

  Customer provided a evac / recharge to his AC issue that resolved issue on 3/22/2022 at no charge.  Customer was followed up with on 4/9/2022, issues remains to be resolved.  Dealership consider this case to be resolved.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩