Complaints

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my car into Kia Grimsby in Ontario to have work done on the engine recall that was told that because the warranty on the engine had passed. I would have to pay to have the diagnostic done so I did they did the work and after when the work was done I noticed that the gear shifter was super duper tight and it was hard to get into gear. I tried to drive it for a week and a half or so but then I started having problems with the car not starting and not being able to get it into gear. I also noticed some needle nose pliers which they had obviously left under the hood by the technician who worked on it. I called them to see if they could sort the problem out and they told me that they would fix it but they don't believe that they had anything to do with the problem that was now happening to the car. I told them I didn't have this problem with the car before I brought it in and after they had worked on the engine all of a sudden I have this problem with my gear shifter. They told me if I want it fixed I have to pay them $700. I said okay fix it because I need my car. However I do not agree that I should have to pay. I believe that this was damaged done by their company. That's basically the extent of my complaint

  Business response

  15/04/2024

  Good afternoon,

  We have reviewed your complaint.  The vehicle was in for what turned out to be a free (out of warranty) engine replacement, covered by Kia Canada.  A side from the diagnostics, this was a no charge repair.  The customer had complained shortly after that it was hard to start, and the shifter was difficult to move.  We brought them back in for an appointment to review.  We had confirmed the customers complaint.  We determined it to be a switch and cable, that had nothing to do with the engine recall, although it had to be separated from one another during repair.  These are also a common fault in this model.  For a vehicle with over 200,000kms and over nine years old, its unfortunate this happened.  We will acknowledge that our technician should have noted this after the free engine replacement, but it was not.  Due to this, we are willing to refund 25% of the customers repair invoice for the shift cable and switch.  

  Customer response

  15/04/2024

  I am rejecting this offer because there is a class action suit against Kia regarding my engine *** **** ******** My sister had a similar case where she had paid absolutely $0 regarding her engine. Also, she paid $1 including the diagnostic in regards to the work done on the shifter and the parts for it. *** ********** ********* **** **** ***** ***** *********** *** ****** *** ********* *** I would not had had to pay anything regarding this problem if they had done their job correctly after the job was finished. I noticed the rattling coming from the engine. After inspection I found a pair of needle nose pliers near the engine right? Where the replacement part was for the shifter. **** ************ ** ** * ************ ** *** **** ***** I am certain that I drove that car in functioning and left with it broken. Although I appreciate the offer of 25% recovery for the money and expense that I had to pay, it is not satisfying to me. I believe they're 100% responsible and I'm not willing to accept 25%. I believe they should pay me 100% of my losses regarding the shifter and also the diagnostic fee. If there was a recall on the vehicle, why do I need to pay a diagnostic fee? Thank you very much for all the work you are doing on my behalf
  Sincerely,
  
  **** *******

  Business response

  29/04/2024

  Kia Canada does not cover diagnostics, nor any consequential work required.  We have been generous at providing a 25% discount considering the situation.  This still stands for the time being, but we are not in a position or willing to do better than what has been previously offered.  

  Customer response

  11/05/2024

  
  Better Business Bureau: I must admit that I am not satisfied with this result. However, it does not seem like this business at Kia will go any further than this. ** **** *** **** **** **** *** ******* ** ** *** ***** ***** *** **** **** **** *** ********* ********* **** **** **** **** **** ******* *** *** ********* **** ************** ** ***** **** However, I suppose I am willing to accept this offer, ****** **** **** **** ********* ** ***** ********* ** ******* *** ******** ***** **** **** ******* ************** *** ** ** *** *******
  
  Sincerely,
  
  **** *******

*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. ↩