Complaints

• Initial Complaint

  31/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment to have My 2014 Kia Sorento in for Struts and shock, complete set of brakes and a few other odds and ends. When I made the appointment I told the Service Rep that I wanted all Kia Parts and to use my Serial Number to make sure they were for my model. Each Kia model uses different struts and shocks for the ride purpose. The day it when in they did the service all that day, told me they didn`t have much in the shop so put 2 mechanics on it. That day when I picked it up I noticed the brakes were squealing when backing up and would sometime squeal going forwards, but figure their new and have to break in a bit, WRONG. I also noticed the ride was completely different from when I took it in, but driving log truck steady I figured it was just me, and since their new have to break in again. we took it for a ride to Nipigon Ontario 2 weeks later and the wife noticed it right away, the ride was ruff not the way it use to ride. I called Kia and Talked to Kevin F***** about the problem and he agreed with me that all the mode of Kia`s have `different strut`s under they, when he checked my work order he told me that they installed after market struts and shocks and rotors and the only Kia parts they put on were the brake pads,. I explained to him I told his service rep that I wanted only Kia parts he told me he would take care of the problem and get the proper parts, and I told him that if I wanted after market part I could have taken it to ******** **** or any garage and had that done, you take your vehicle to **** ** ** that what you get is their parts. I've tried getting a hold of Kevin for 3 weeks now and he will not return my calls or anything else. Performance Kia ******* up my vehicle and also charge me Kia prices for after market parts and I not to happy about it. They charged us $******* for **** parts and labor and think they don't have to do anything, ** ****** **** **** ****** *** **** ** **** ** **** * *** ***** ** ***** ****** 

  Business response

  14/08/2023

  After speaking with my staff, i'm told that at no point were OEM Kia parts were requested and if so they would've been ordered, priced and put on if accepted. This is Kevin F***** responding and I have not had any conversations with Mr *******. He may be confusing me for another employee? OEM parts can be priced for Mr ******* if he decides that's what he wants. Also, i'm told we have addressed the brake shimmy or squeak on last visit to our dealership. 

  Customer response

  15/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: * ***** ** ** ***** ****** **** *** * **** ******* I was talking to him about his new shop the same time we talked about the parts. And the women who took down the information when I booked my vehicle into Kia forgot to send the courtesy vehicle to pick me up and she did it herself. I have not been back to Performance Kia since the day they did the work on it. I called Kia 4 times and left messages for Mr ****** to call me and have not heard a word from him, also I know him personally. His people were told to use the VIN NUMBER to order the parts from KIA, *** * ****** **** ** * *** ***** **** ****** ** ***** *** **** ***** Also if I wanted after market parts on my Vehicle I would have taken it to ******** ****. So Monday morning I will be down to Small Claims Court so settle this matter. Thanks for your time.
  
  Sincerely,
  
  Robert *******

• Initial Complaint

  14/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Summary: We purchased a new Kia Rio 5 for my daughter Isabel at Performance Kia in Thunder Bay. Before purchasing we found a $*** Grad Program advertised on the Kia Canada website. After some research and discussions with the dealer, we provided to the dealer a Letter from the Registrar of ************* ******* advising of the program that Isabel was registered in and that she would be eligible to graduate and if successful would get her certificate June 9, 3023. On March 14 we paid a $*** deposit on the car and the $*** grad program rebate was included on the Offer to Purchase, also noting the amount due upon delivery. Shortly thereafter, the dealer contacted us to advise the car had arrived. On March 28 when we went to pick up the vehicle, we were advised that the $*** grad Program rebate was removed as she did not qualify. We disagreed with this, but did not want to begin an argument, and we wanted to purchase the vehicle. We did out best to insist that we get the $*** rebate but we were not successful. I asked that a note be placed on the bill of sale to advise that the $*** Grad rebate was pending proof of graduation. The Financial Manager at the dealer put a note in there but it was very vague. I advised her that we feel strongly that we qualify for the $*** rebate and that we would be back later with proof of graduation. Isabel later provided the graduation letter but they would not agree to fulfil it. My email response to Kia summarizes all of this. I have since (today) talked with John K****, Sales Manager of Performance Kia. He advises that they cannot offer this $*** rebate. I thoroughly went through the history of our purchase and Kia Canada Grad Program Ad as advertised on their website, and advised that I feel we qualify. He disagreed. I advised that I would be looking into this further. ******** *** ******* ******* ***

  Business response

  04/07/2023

  Hi Rod and Isabel, we have acknowledged your concern for the Grad rebate and would be very pleased to offer that to you in March on delivery of your new Kia Rio. However, the Grad form we received then in March is not the Grad form attached from June. The wording on Grad form from March delivery would not be accepted by Kia Canada and unfortunate it was worded as so. We can try sending the form from June that would've worked in March but highly unlikely it will be accepted. The Grad rebate has no expense on the dealership level and has no benefit to us not to include on your purchase. We will share the outcome of Kia Canadas decision with you when recieved usually within 45-60 days. Congratulations on the purchase of your new car and your recent graduation

  Kind Regards

  Customer response

  10/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: Your (Performance Kia) message is confusing. You state now in July that “… we would be pleased to offer the … Grad rebate to you in March on delivery of your new Kia Rio”. Well, if that is the case, why haven’t you? Also from your response, your note that “we can try sending the form from June that would’ve worked in March but unlikely it will be accepted”, is further confusing. I believe you (Performance Kia) are making this unnecessarily complicated. 

  We cannot comment on what forms you should send to Kia. Why did you not contact Kia Canada back in March if you had concerns or were not certain how to do deal with this Grad rebate program? The letters that my daughter Isabel provided are in line with the requirements of the Kia Grad offer.

  To summarize, Kia advertised a Grad Program to offer $*** towards the purchase of a new vehicle for “Canadian residents who have graduated in the past two years from the date of sale or who will be eligible to graduate in the next eight months”.
  In early March, Isabel provided a letter from ************* ******* Registrar’s office effectively stating that she would be eligible to graduate in June (well within the 8-month period). She paid to you a $*** deposit, and the Offer of Acceptance at that time included the $*** rebate for the Kia advertised Grad program. Later in March when we went to pick up the car and pay the balance owing, we were advised that the $*** rebate was removed from the bill of sale. We disagreed with that then, we advised you so, and we further advised that when she (Isabel) graduates in June we would be back for our $*** rebate. In June, Isabel provided to you, proof of her graduation.

  You mishandled this at the time of us picking up the car. We would appreciate it if you would make this right and honor the Grad Program rebate. Please follow through with whatever you have to do, to resolve this, and advise us of the status and outcome.

  I cannot believe this has dragged out for so long.        
  
  Sincerely,
  
  Rod *******

  Business response

  10/07/2023

  Sorry for the confusion. We know the Grad will be rejected by Kia Canada is why it was never sent in, we only stated we will send in so we can prove that point. Once that outcome comes back we will forward the Kia Canada decision.

   

  Regards

*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. ↩