Complaints

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kia Service Manager told me the work was under warranty and that it would be 100% covered and once the car was there and they called and said it was not warranty work that if the work was done I would be required to pay. Job was not done but want others to know that they cannot trust Kia to know their own policies.

  

  Business response

  06/15/2023

  Customer brought a 2013 Kia ******* with 137,886 miles into our Service Department with a check engine light on and acceleration issues. Ran tests and found a faulty intake manifold causing acceleration issues, which is not related to any sort of active warranty through Kia Motors due to an intake manifold having no correlation with internal engine rod bearing failure per PI2002 Campaign. This part would have been covered under Kia's Basic five year 60,000 Mile Warranty, which expired 11/13/2017 by time. Repair was priced to customer, and no repairs were made at this time and vehicle was returned to customer. I have attached a copy of the repair estimate given to customer at that time.

  Customer response

  06/15/2023

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

  The check engine light was NOT on and the ONLY reason we took it to Kia is because after a conversation with the female that answered the service phone I told her told exactly what the issue was and she said that it would be covered by warranty.  I understand now that this was not covered by warranty but if you are going to tell someone to bring it their car and that it is covered by warranty then you should honor what you told the customer and address the misinformation with the person who answered the phone and gave the customer misinformation.  Not only was I mislead but the staff onsite and over the phone after they received that car was incredibly **** and *************.  

  
  Sincerely,
  
  Meleanie *******

  

  Business response

  06/15/2023

  The ECU had a stored P200A intake manifold runner control (IMRC) system fault, which helped lead us to the conclusion that this mechanical issue was in fact not related to any open campaigns, therefor it is not covered under any warranty. We diagnosed the vehicle at no-charge, and also replaced burnt out left tail lamp bulb at no-charge. There is nothing more we will be doing for this matter.

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