Complaints

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2016 *** ******* Over the past year, I've taken my car to three different *** **********s with engine concerns. My car has a history of engine problems, resulting in a replacement in 2021/2022 due to a knocking noise and excessive oil burning. Despite regular maintenance, I was shocked by the oil consumption. After repeated complaints, *** replaced my engine. This year, I'm experiencing the same issues, with added shaking when accelerating. A few months ago, the engine light would intermittently turn on and off. I assumed it was a faulty sensor until a voice alert advised me to visit a *** ********** due to a "suspected engine condition." When I took my car in, the engine light was off. The technician couldnt pull any codes without the light on, which seemed odd. He advised me to return when the light was on again, but it never did.Last month, I brought my car to *** in Alliance. They said my car would have to wait until they could "get to it," with no estimated time. I had to rent a car for the week, costing me $500. I told the service rep about the shaking at 40 mph and the knocking noise, and requested they check the engine mounts and perform an oil consumption test. They only performed a bearing clearance test, which my car passed. They found my oil was a quart and a half low, and just topped it off. My car had only ***** miles since the last oil change. I was advised to check my oil every time I get gas, and if low, to top it off. Which is not normal.The rep claimed my car "drove like a dream," but on my way home, it was still shaking and making noises. It seems either he lied about driving my car or didn't drive it properly. Now, the engine light is on again with the same automated voice advising service. I am frustrated and disappointed with ***'s handling of this issue. When will my case be taken seriously? Does my engine have to fail while driving for *** to act? This is irresponsible and poor customer care on ***'s part.

  Business response

  07/30/2024

  ************ presented her car today for a check engine light as a walk in, we did pull codes as a courtesy to "see if the engine was going bad" as requested by the advisor. (engine light is on for a thermostat issue)
  The last visit here was June 27th 2024 and was brought in for a shaking/knocking noise around 40mph. No problems were found at that time, no codes stored, no lights on, and no problem found while driving. 
  We have a total of 8 repair orders for this car dating back to 2017 the first four of them have been purged from our system as they are too old. 
  I have attached three of the remaining four, two from this year (including today) one from 2022 for some brake work. The fourth and final one is from 2019 with ***** miles for an oil change and a recall but is too old to print.
  The bulk of this complaint appears to be dealing with other than Moritz dealerships.
  Today's visit she was offered to drop it off for us to diagnose the engine light within 4-5 days or schedule an appointment that would allow a diagnosis the same day.
  She chose to schedule that appointment for the first week of September.
  
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/11/23 we traded in a Genisis GV-80 at the Moritz Kia ********** for a new **** There was an exsiting loan through ***** ********** (Loan #**********). In the sales agreement Mortiz was to pay off the old loan, and we took out a new one from **** On 8/14 we called them as the loan was not paid off, and were told that they failed to get a 10-day pay-off and only got a 1-day pay-off. They wanted us to come pay more money, and we declined explaining that this was not our mistake and that we had entered into the agreement in good faith.On 8/16 I spoke with a directer there ************* who agreed to pay the full amount as stipulated in our agreement. On 8/16 the loan was still open. Further reviews and calls were made on 8/23 and on 9/1 each time telling us not to worry it would be paid any-day.The loan was partially paid on 9/11 leaving an open balance now. I have tried to contact the dealerhship and left multiple messges but have not received a call back. This is a clear example of UDAAP where harm has been caused to a consumer in a manner that was unavoidable to us. I need help in getting this remedied and fixed so that the ***** Fargo loan is paid in full and so that our credit is not impacted by the business practices at Moritz.

  Business response

  09/12/2023

  We are aware of the situation and have reached out to the customer to apologize for our oversight. We will have a check overnighted to ***** Fargo to payoff the balance owed  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a recall done on my 2013 *** **** on October 26, 2022. I was just told the recall was done and nothing was wrong by ****** in service at *** of alliance. I went home and on November 7, 2022 I went to take my kids to school and the car was driving "funny". I took it to brakes plus which was the closest option. ***y told me I had holes in my engine and looked up the recall 19V120000 and the consequence of the recall states "a broken connecting rod may puncture the engine block allowing oil to escape." And the solution "a new engine if needed free of charge" I then got the car towed to *** of alliance to which they informed me I was 10k over mileage and nobody would help to even attempt to cover costs. I later found out by my wife that ****** from service on october 26th confirmed seeing the damage but did not tell me that day! *** damage also could've resulted in a fire and would've killed me and my family! Corporate also stated today, specifically ****** from consumer affairs said, "you can tell me whatever you would like the decision will remain." I need my car fixed you did the recall at my mileage of ****** when from what I am told wasn't allowed and should've been worked on at 150k miles. *** car was fine until it was touched by ***. I need my engine fixed and an apology for the rude way I was talked to especially after their negligence and almost killing my family and self.

  Business response

  11/10/2022

  We are aware of this situation and understand that the customer is in a difficult position but *** ******* has denied this claim and we can not make repairs under warranty unless *** gives approval. The customer was made aware that they would be responsible for the tow bill if the repair was not covered by *** prior to the vehicle being towed. Here are the details of the recalls and timeline:

  There were two recalls on this vehicle, PI2002A and SC176.
  PI2002A covers connecting rod failure and adds through an *** update a knock sensor detection feature, *** provided a warranty extension for this type of failure up to ******* miles.
  SC176 covers a catalytic converter failure as well as engine replacement if certain conditions are met that were caused by a catalytic converter failure. Anything more than an update requires codes to be set (P0420 catalytic failure,  P030X must also be present for any type of engine replacement)
  On 10/26/22 we performed two *** updates according to ***'s procedures, at that time there were NO codes set in the *** so the Flow chart simply has us perform the *** update.
  On 11/7/22 we performed a diagnostic as requested for "Engine stopped while driving" upon that inspection we found a code pending for P1326 (this codes states we have a engine knock detected and *** forces "limp mode" to prevent connecting rod breaking apart and creating a hole in the block  This code is related to the PI2002A)
  Both times we looked at this vehicle the code P0420 has not been present therefore engine related damage is not caused by a failed catalytic convertor that could eventually lead to engine misfires and subsequent engine damage.
  This vehicle has a rod bearing failure that was covered by a warranty extension up to ******* miles but only after the PI2002A was performed. (this update was performed at ******* miles)
  Warranty coverage has expired for engine replacement under the PI2002A, and *** has declined any goodwill assistance.
  Coverage under the SC176 is not applicable due to lack of converter failure.
  The damage that was discovered on the 11/7/22 visit is a crack in the lower oil pan from what appears to be an impact from something that was hit or ran over.
  I have attached the recall SC176 flow chart and pictures of all code scans done on both visits, also attached is a picture of the crack in the lower oil pan that was mentioned during the 11/7/22 visit.

  We will help out in any way we can but need approval from *** ******* to begin work.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled a warranty I purchased not even 3 days after I purchased my vehicle the same way I just called and canceled it for the 2nd time; via telephone without signing a single cancellation document. The warranty was not canceled when I originally asked for it to be done so and I did not find out until I recently reached out to the Loan Company to get a pay off quote and was told that my balance was more than what I thought. I reached out to the dealership and basically **** the Finance Manager basically tried to make it seem like I failed to take care of my business and that there was no way that his Staff did not drop the ball. Me knowing that the Finance Department make money off these loans I was not hearing it. I asked for his Manager which was **** and after 3 weeks there still was no return call so I called **** myself. The way **** tried to cover ****** the person that sold the warranty is how **** was trying to cover **** stating, "his (****) staff is always on top of getting back to customers" , but once I told him I have the emails to prove I was waiting on his follow-up call about the situation he wanted to just make sure the warranty was canceled as of that particular conversation, but could not fix the situation. So I asked for his boss info that I was not given, but Mr. **** was kind to call me. Now by the time we talked it was like I was up against the dealership. This warranty was never used simply because it was supposed to be canceled. **** informed me that he would pay me for services I got done to the car outside of the warranty, but I declined. Paying me a few hundred does not cover the price of the warrant $4000 some-dollars. I just want them to refund my loan like I originally asked. I know it could have been done without me signing anything because it was recently done by ****, **** and **** without me lifting a finger. This is the second time I have had an issue with Moritz of Hurst and I am just tired of fighting to be treated right!

  Business response

  09/26/2022

  Customer purchased vehicle on 4/29/21. First reached out to ***** (handles cancellations) on 8/5/22 to cancel her extended warranty. ***** emailed the customer the cancellation request but we have not received the signed cancellation form back from the customer that is needed to authorize the cancellation. Once we receive the signed request from the customer, we will proceed with the cancellation. The cancellation will be pro-rated and the customer will receive a refund of the unused portion of the contract. We have no record of a cancellation request other than the one on 8/5/22. This is a screen shot of the email sent to the customer on 8/5/22:

  On Friday, August 5, 2022 at 03:49:30 PM CDT, ***** **** <*****.*******************> wrote:
  
  
  
  
  Good afternoon *******,
  
  Thanks for taking a moment to speak with me today. I would be happy to assist with your Service Contract warranty cancellation request for your 2016 BMW.
  
  I've attached our cancellation form for you to sign and return. A digital signature is also acceptable if you do not have access to print/scan. The warranty refund will be issued to your lienholder, TD Auto Finance, and they will apply the refund to the principal balance on your loan. Just a reminder your monthly payments will stay the same.
  
  
  Our Finance Director, **** ******, is also copied on this email. He will be reaching out to you on Saturday to go over the refund process.
  
  Please reach out if you have any questions. I look forward to hearing from you. 
  
  
  --
  Regards,
  ***** ****
  Finance Administrator
  Moritz Kia of Hurst
  
  --

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new Kia Sportage from this dealership 2 months ago. Today, I went in for my oil change at 10am. It is currently 4:36 pm and my brand new car is now back in the service department. From 10am until now, my car lost all of its oil and I was out shopping and left stranded. I was unable to pick my children up for school and we have also had to cancel our anniversary plans out of town that we have spent a lot of money on. No manager was there, or willing to speak to me. I’m not going to settle for “I’m sorry ma’am, we think it’s going to be ok” they will lie and say it’s not damaged, when I know that an engine without oil WILL NOT SURVIVE. As of now, I have no car to drive. They said “I can get you a Kia Forte as a rental - which is a complete downgrade and is not large enough to facilitate my family anyways. I am disgusted. They can provide me with another brand new vehicle, or I will NOT settle. This is absolutely inexcusable.

  Business response

  08/30/2022

  An oil filter cartridge o'ring came out of place. Within minutes of the customer notifying us of a problem a member of management (our shop foreman) along with a technician grabbed necessary supplies and went to the customers house where her car was parked.
  They identified the issue with oil leaking and made the repair topped off with oil and offered a loaner car as alternate transportation while we inspected her car for other damage.
  The car was driven back to our shop and a complete and thorough inspection was completed, oil change was redone all leaking oil was cleaned from under car, test drive was performed to verify no problem with vehicle and then car was completely cleaned filled with fuel and returned to the customers house before close of business on the very same day.
  Customer was also given two free services for the inconvenience.
  Service Manager reached out to the customer first thing on Monday to ensure all was ok, no return call has been received.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am leasing a 2022 Kia Sorento that I got from Moritz Kia Alliance in Ft Worth TX. I took the vehicle to get checked under warranty because is been having issues as I start taking off from a full stop, when it is going to shift gears from 1st to 2nd and to 3rd, it stays like in like neutral and it stays accelerated. To the point that it did it to me in the middle of an intersection and I almost caused an accident. It doesn't do this all the time. Because the dealer drove it for about 13 minutes and the issue didn't replicate, as I told them it does it once in a while not constantly, they told me they would need to keep the vehicle for an indefinite time, I asked for a loaner vehicle since it will take an indefinite amount of time to try and duplicate the issue, and they don't have vehicles to loan. I have my vehicle for 3 months and it had less than 3k miles when it started this issue. I see fit that they loan a vehicle to me as it might take a while. I contacted Kia USA and their ansqer was to leave the car at the dealer, rent a car and submit for reimbursment. I told them I don't have the means to go renting a car, I'm paying enough on this brand new vehicle. There are many Kia owners complaining about the same issue and Kia USA doesn't do anything to find a fix to the problem other than what they answered me. I believe the dealer should privide me with a loaner while they try to diagnose the issue, tjis is a brand new vehicle and tjis is not the 1st issue I have with it, it also has a slight vibration on the steering while on higher tgan 60 mph but again, they can't replicate the issue. I've had a few Kias since 2004 and this is the 1st time I have issues and the dealer and KIA USA response are very unsatisfactory in my opinion. I can understand if my car was older and they didn't provide a loaner, but is a brand new vehicle is completly unfair, besides is the only vehicle I have.

  Business response

  08/23/2022

  We have contacted the customer and have made arrangements for a loaner vehicle when the vehicle is brought back in. 

  Customer response

  08/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17753387, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ******* ******

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well, when i bought my Kia, they told me and its in the contract that i get free roadside service AND free towing to the nearest Kia dealer. I tried this morning and they are trying to charge me $194. Why does companies do this, i was even told the same, when i called 1 time and they said they could tow me to the nearest dealer for free and now its something totally different!!

  Business response

  07/18/2022

  Vehicle was purchased 1/13/21 as a new car. All new Kias have 5 years or 60,000 miles of complimentary roadside assistance. The phone number for Kia roadside assistance is *************. This coverage is provided by Kia Motors and not sure why they would charge $194 without more detail.

  Customer response

  07/19/2022

  Complaint: 17578913
  
  I am rejecting this response because: my car still needs to be towed
  
  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. ↩