Complaints

• Initial Complaint

  27/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The dealership is refusing to sell a vehicle at the advertised price. They claim *ecause it is highly coveted, the consumer must *uy additional items like extra warranty...to make the deal "interesting on their end" They flat out refused to sell the *** ******** LX+ for the advertised price plus all standard add ons like delivery and dealership fees if we did not also agree to pay for at least one optional add on like, rust proofing, insurance or additional warranty. The salesman told us the make and model we wanted would arrive in max 6 weeks and we could lock it in today. This was all rejected *y the financial director *ecause we refused the optional add ons.

  Business response

  27/09/2024

  You told our sales reps that you purchased a ******** from another *** dealership.&n*sp; Is this accurate?&n*sp; If this is true your intention is to put your name on an incoming vehicle that will then *e reserved for you and cancel if you can get it from the other dealer.&n*sp; This removes our a*ility to sell to another guest if you cancel with us.&n*sp; This is not dealing in good faith and not how car deals work in Ontario.&n*sp; If you have purchased a vehicle from another dealer you should stay with that arrangement.&n*sp; That is called dealing in good faith.&n*sp; If you cancel the other deal and call me *ack with evidence that you have done so - then we can discuss the vehicle you are interested in.&n*sp; However there will *e a non-refunda*le deposit required.&n*sp; **** *, GM, ************.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  January 23, 2024. Donnelly Kia and the Kia Service Line.  My vehicle began experiencing serious issues, including the engine cutting out when stopped in traffic, a vehicle with less than 50,000km on it. On January 5, 2024, I reported this to the Kia Service Line, resulting in my car being transported to Donnelly Kia (490 Terry Fox Dr, Ottawa, ON K2T 1L3). Catalogue of Negligence: 1. Lack of Communication: Despite my car being at the dealership since January 5, there was a glaring lack of updates. My repeated calls from January 5th through January 10th  went unanswered no response to voicemails. The operator I dealt with arranged a tow truck to take my vehicle to Donnelly Kia and told me that I did not have to do anything else it would all be taken care of. When I finally connected with someone at Donnelly Kia, I was shocked to learn that my vehicle had been sitting unattended and unrecognized. 4. Delayed Diagnosis: It took nearly a week just to identify a crack in the engine.  I advised Donnelly Kia that service records may be in the glove compartment of the vehicle, and asked that they check. I have not had a response regarding this. I emailed a copy of the most recent service/oil change proof and have had no response. I have explained that the previous oil changes were completed at a small garage that is no longer in business. 5. I sent an email to *** ****** explaining my dissatisfaction with the entire situation. The response received boiled down to "Not Our Problem" I have to deal with Donnelly Kia and it has nothing to do with *** ******. 6. Ongoing Silence: As of today, January 23, 2024, continued lack of communication. This silence is disrespectful and indicative of a severe lapse in customer service. 7. No Timeline: No indication of when I might expect my vehicle to be returned.

  Business response

  20/02/2024

  It is true that the vehicle was dropped off here at the store and not attended to right away.  There was a communication error between the two company and the dealership.  Since the complaint the dealership has responded to this guest and denied warranty of the engine based on lack of maintenance.  I am very sorry this has happened.  I am the *** ***** ********** and can be reached at ************ ** ******************.

  Customer response

  26/02/2024

  
  Complaint: 21221006
  
  I am rejecting this response because: 3 oil changes were supplied. The first 2 were completed by a mechanic who is deceased. After supplying the original 2 which were difficult to obtain which was explained at length to the head of service I was told they did not contain enough information (although on Kia's own website it states that even receipts are acceptable as proof which would contain less information) and were not being considered. I was also told that I should have had 8 oil changes in the short time and low milage (46,000kms) while I owned the vehicle.  I went to collect the vehicle on Saturday and the service department has dismantled the engine and cannot put it back together as "some" components have been removed and disposed of so I cant even get a 2nd opinion.  The vehicle went in because it would occasionally stall, now because of Donnelly Kia's actions the vehicle is not drivable at all and I have no way to get a 2nd opinion.  The level of incompetence during this whole ordeal has made it impossible for me to have any faith in Donnelly Kia and I have lost all trust in their company.

  There is an active class action law suit regarding the same make, model and year as my vehicle regarding stalling issues, oil consumption and engine damage due to metal fragments being left in the engine during manufacture.  I will be contacting the representing lawyer regarding this. I have also contacted *** *********** to make other consumers aware of my situation, the ridiculous expectations that do not conform with every other vehicle manufacturer that deals in Canada and the extremely poor service that I have received from the very beginning of this situation.

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

  Business response

  26/02/2024

  The vehicle was towed into Donnelly Kia.  It was inspected and it was determined that the engine failed as a result of the lack of maintenance.  Maintenance records provided confirm the diagnosis.  *** ****** agrees with this decision.

  Guest became very abusive towards our service staff which is not acceptable.

  Customer response

  26/02/2024

  
  Complaint: 21221006
  
  I am rejecting this response because:

  I have just received another phone call from **** at Donnelly Kia.  My husband has left poor reviews of Donnelly Kia online detailing our experience. He said we were "blindsided" meaning that we did not expect to be told our engine had been torn apart and not put back together and the vehicle was now undriveable as they had removed components and had not put them back after we told them we did not want any further work done after being told warrantee would not cover the repair. He has also stated that our vehicle was not "towed" meaning the car hadnt broke down and required towing to the dealership.  I called Kia to report the minor stalling issue and they sent a truck to collect the car.
  
  **** informed me that in his opinion I am stating that I "can do no wrong" and because my husband walked to the end of the counter to throw his coffee cup in the garbage can during our exchange with the 3 employees that those actions do support entering an employee area and threatening the staff.  He "warned" me that by posting online he might have to take legal action against us and, in as many words,  my husband has no right to be putting any reviews online or be expressing his opinion on the situation.

  As explained to ****, the exchange did become heated. Partly because of the situation and partly due to the fact that we were being confronted by 3 staff members all interjecting opinions. We did not start this interaction heated. We did not ask to speak to *****. We wanted to pick up our vehicle and drive our car away, in the same condition as when it was delivered to Donnelly Kia on January 9th.  We were never told that the $400 we paid was only to dismantle the engine and not put it back as it was. The female service desk person went and got ***** when we said why we were there.  ***** worked on the vehicle so we would deal with *****. The female service person who was asked multiple times not to engage in the conversation as she brought ***** in, we were speaking to ***** and not her, continued to interject and give opinion. We were not threatening, we were not abusive. We were angry.  From January 9th 2024 this has been an absolute debacle not just on Donnelly Kia but on *** ******.  We have had to call multiple times and leave multiple messages with no response. We only started getting responses when we started emailing top brass at Kia and including *** ****** on emails.

  I have requested that I receive no more phone calls and that I would like all correspondence to be in writing so I have a written record of any further discussions and what is being said or implied as their story continues to change or be edited to suit their narrative of what has occurred.

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

• Initial Complaint

  21/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Sometime on or about June2021 I brought my 2012 KIA Optima Hybrid (**** *****************), to 417 KIA dealership, initial diagnosis determine that there is a recall on the engine, however they claim that Donnelly KIA (DK) are qualify for hybrid engine replacement, so we towed it to DK dealership in Kanata, ON. whom also diagnose resulted in the same engine failure and recall by *** ******, After several months of delays with multiples excuses, finally sometime in October 2021 they confirmed that they had received the engine replacement however they informed us again of delay until early december 2022. in late December they informed us that the car was ready for pickup. however when we went to pick up the vehicle, the service person informed us that there was an issue with the vehicle and that the ******* ******* (*******) would discuss it with me. ******* informed me that the car has another very loud sound coming and they determine that it was the torsional clutch after the installation of the new engine. none existed before the job, however the serviceman told me the cost would be$3090, I refused and suspected their workmanship in this regard, upon my refusal to do the job, they retaliated by stating that they lost the smart key to cause me more unwanted expenses for extra cost of towing my vehicle to another facility. when I press further to get my key in order to move my car the GM insulted me with name calling and confessed that his action is retaliatory to my ground standing of their UN-workmanship. in reality this is a bold conniving unprofessional exploitation for the sole purpose to rob me in a situation they themselves had created, looking for all monetary damages as result of this misconduct

*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. ↩