Complaints

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2013 ****** into Kia on the ****, ******** Kia on 09/14/2022. I requested diagnostics for an unfamiliar intermittent noise and brakes along with routine maintenance and inspection. After hours of waiting, I was advised that the noise was coming from the idler pully and belt tensioner and needed to be replaced, along with 2 gaskets to repair an oil leak and light bulbs. I said ok to repairs and 6 hours later paid $855.83. The very next morning, I took the car back to the service department and advised them that the same noise was present. I also sent an email which is attached as well as a video of the noise. I requested to have more than one person inspect the noise, but they said that they did not hear it but suggested that it might be the alternator if it was the same noise that they did hear the day before. They asked me to bring the car back when it was making the noise for them to take a look at. I took the car back on 09/21/22, they confirmed that they heard the noise. They stated that the alternator would be more expensive than my total from 09/14/22 and offered to waive the diagnostic fee. (Which I had already paid for on 09/14/22). I explained that this should have been diagnosed properly and repaired on 09/14/22. They refused to take any responsibility for the misdiagnoses or the inconvenience of coming back 3 times. On November 28th while I was on my way to the homeless services building when my 2013 ****** broke down just before I got onto i95. It was a terrible metal clicking and clanking noise. I was able to drive a few blocks back to my brother's house. While trying to determine what the problem was I came across identical issues on *******. Thinking that this may be an engine warranty issue and I would be reimbursed, I rented a car for 1 week. I got the car towed to Sussman Kia, now **** ***** Kia of Abington, as I will never go back to ******** Kia on the ****. The car was dropped off overnight and *** in the service department called me on the morning of November 29th. He asked what was wrong with the car and I explained the situation and the noise. *** called me back about an hour later and stated that the problem was the engine and his engine tech is backed up until January. I called a few other dealerships who were also overwhelmed with engine and theft repairs. I asked the dealership if they would be able to provide a loaner vehicle but they stated that they no longer had loaner vehicles available. I called Kia, I waited on hold for hours, I spoke to several people, I was hung up on, I was rushed off the phone and treated as if I was a bother. No one was able to offer any solutions or assistance. I am a single mother. I have a 2-year-old who I drop off at daycare and a 6-year-old in kindergarten. Being a single mother during the holidays, I had to make it to work and had to sacrifice my children's Christmas. I was left with no other option but to rent another car under the impression that there was an engine problem. *** in the service department also pulled my service records from ****** and said that it was likely a warranty issue since the car had regular service. My car was at Sussman Kia now **** ***** Kia from November 29th, 2022 to December 29th, 2022. The entire time I was unable to reach anyone from the dealership by phone and had to go in to actually speak to anyone. I did go in and begged *** just to get the diagnosis so that the warranty would cover the rental cars I was obligated to use. *** called me to let me know that he was able to get an engine tech to look at my car and that it was not the engine. He stated that the car passed the bearing clearance test and that my alternator and my starter had to be replaced. My car sat at the dealership for 30 days when it could have been repaired in 2 days. Not to mention that it should have been repaired at ******** Kia on the **** when I went in September. *** gave me a quote and still advised that he would not be able to repair it in a timely manner. I was also charged another diagnosis fee. I was again forced into another rental and had to pay for the car to be towed to ***** Auto Repair, which was able to repair the car in only a few days. When ***** Auto Repair went over the car, I was informed that the repairs that I was charged for at ******** Kia in September, were never made. Oil was still leaking from the same gasket that was said to be replaced, and tag lights were still out. I called Kia corporate again to see if there was anything that could be done. They were unhelpful and went as far as to say my car was never at Sussman Kia. This is insane, I have been robbed of my time, my money, and my children's Christmas yet no one will take any responsibility.

  Business response

  03/20/2023

  This vehicle was repaired at ******** Kia in Philadelphia. Regarding the rental car relative to the engine repair, we had in our shop at any point in time 20-30 Kias in need of engines. The average wait time is approximately 60 days to get a new engine from Kia. The backlog for repairing these vehicles is enormous. We were finally able to look at the car and determine that it did not need an engine. There was nothing to be done to alleviate the backlog. I would be willing to help the customer with some percentage of reimbursement for her rental car bill. 
  

  
  

  Customer response

  03/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that a percentage of at least 90% is satisfactory to me. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I bought a new ********* on 12/17/22. Christmas night while visiting family we come out to a dead battery. Luckily it took a jump and we were able to get it home to get our other car to continue visiting other family. By the time we got back it wouldn’t start again. Hoping to be able to drive it in and get the battery replaced rather than getting it towed, we put a battery charger on it overnight. It took a charge, but now today 12/27, the Conshohocken, PA service department tells us it passed their test so they cannot replace it. He said next time just have it towed in and then they can replace it. There’s no way this battery is “fine” after dying only a week after we had it. I spoke to the sales manager Dan at Sussman Kia and he couldn’t have been more rude and unprofessional. I explained the situation and requested that I be able to buy a battery and get reimbursed for it. The sarcastic jerk goes on to ask me if the tires are fine too or do I want them replaced as well. I find it insulting that he would suggest I am making up stories to get a new battery if it really were fine. I don’t know who would opt to go through this hassle voluntarily. We bought a new car, and spent $50,000, to have piece of mind and a reliable car. A week later this car is already proving to be unreliable and Kia has no faith in their products if they aren’t willing to honor my request. I regret ever making this purchase.

  Business response

  03/20/2023

  I emailed *** ******** that we would reimburse him for a new battery if required and not covered by the vehicle warranty.

*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. ↩