Complaints

• Initial Complaint

  16/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I have recently moved from Canada to the USA. I received a compliance letter from Kia Canada as I intended to import my 2020 Kia Soul. I was refused this at the border when I crossed. I then drove to the local Customs and Border Patrol who informed me the letter provided by Kia Canada was not sufficient. It needed to state that the car was US DOT compliant, or if not, list what was not compliant. Kia Canada have refused to provide a letter confirming this and said they cannot modify the compliance letter they provide. However, they provided a modified letter for our second Kia vehicle, a Sportage. Said letter informed that the car was mostly compliant. This is not enough to permanently import the car. Kia Canada is refusing to comment as to why this letter was modified and are refusing to confirm who the VP responsible for Customer Service is. My requests are being ignored. We now have to drive our two Kias back to Canada and sell them. **** ***** ******* *** *** **** **** ****** **** ***** 

  Business response

  20/02/2024

  The letters you received are the only letters that Kia Canada can provide.
  The vehicles were manufactured for import and sale in Canada. The vehicle meets C.M.V.S.S in Canada, Canadian environmental regulations, and EPA standards in the United States.
  Kia Canada can’t attest that the vehicles meet F.M.V.S.S in the US.

  Customer response

  20/02/2024

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

  Kia Canada has not explained why the letter provided for the Kia Sportage was modified to state that the vehicle "is mostly compliant with US DOT regulations." This modification clearly indicates that they have knowledge as to what makes a vehicle US DOT compliant. 

  Kia Canada has failed to adequately explain why no one at Kia Canada is able to review the requirements for a US Kia vehicle. Why is this?

  Kia Canada has also failed to confirm who the Senior Executive is who has responsibility for Customer Service.

  We now have to drive two vehicles back from the United States to Canada to sell them. ** *** ****** *** **** **** ****** ** ***** **** **** **** ***** ** ******* ******* ******** ******** ********* ** * ******** **** ** ******** ********

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

• Initial Complaint

  20/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2023- 2015 Kia Soul with 130000km engine light comes on, oil lights are flashing, car can not pick up speed, and remains in low gears. Took car in to local garage, noted it was burning oil and low, also noted P1326 code. Cleared the code, oil change completed, ran well for 48 hrs and happened again. Brought it back to local garage, they noted an awful lot of engine knocking, same code showing, was sent to another garage for second opinion. Second garage agreed in saying there were engine issues and could need a knocks sensor and suggested I bring to KIA. July 2023 brought to ****** Kia, they stated it needed a knocks sensor and replaced it at no cost and performed a system update. Brought vehicle home and within 2 weeks it was doing the same thing. KIA kept my vehicle for over a week, I have email documentation stating that the cause of this was because an after market Oil filer was used and it was recommended that original KIA filter be used. Engine videos were also sent to KIA canada. BCT test passed update was done. Returned car and within 3 months with next oil change done, with KIA filter and oil same P1326 code. Brought to *** KIA as ****** said do not drive if engine light flashing and this location was 5 km away. I was told it needed a system update, I said it needs more then a system update, they disagreed and sent me home, 2 days later in the same predicament. They did tests and inform me that there is pending code for an engine they are trying to make it active for KIA to cover engine replacement. 1 wk later they inform me KIA will not cover engine as it passes tests yet there is no resolution to my problem, I was informed by KIA canada to take this up with GM, I escalated this and they said there is nothing I can do, I have attempted several times to escalate this within KIA canada, no one will speak to me. No one returns calls, you know there is a problem, you know what the issue is, yet no one is offering a resolution.

  Business response

  15/01/2024

  If this concern remains outstanding please contact Kia Canada Customer Experience:

  ###-###-####

  ********@***.ca

  ****************
  

  Customer response

  15/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: as stated I have been turned away every time I have attempted to reach out to KIA Canada. They have told me the dealership needs to contact them. The dealership has been back and forth for over a month and no resolution. This is completely unacceptable customer service hence why I have been forced to involve BBB, and I have no issues escalating it further if required. I am not being unreasonable with my request 
  
  Sincerely,
  
  ***** *********

  Business response

  23/01/2024

  If you wish to discuss your case file, you will be required to contact Kia Canada Customer Experience.

  Provide your VIN or a Case Number (********) 

  Toll free ###-###-####

  ********@***.ca

  visit kia.ca: select "UpdateExisting Case." ****************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Kia canada had a recall on the 2015 kia rondo we took it into the dealership to do the update since the update we have been looseing oil I contacted kia canada when this was noticed they never replied back moved to New province and car started to get worse took back to the dealership and they tell me that I just need a new caydiltic converter and new flex pipe asked him why the caydiltic converter was plugged he then told me that the oil is getting into the caydiltic converter and pluging it up told him that I am adding a liter of oil in everytime I put gas into the car dealership advisor suggested that I stop adding oil and let the motor seize that was very unexpected and shocking news .kia canad has said over and over that this is normal well being in a automobile industry all my life I know better I also do my research and found out that the car has many engine problems and also fire problems my concern is that the car catches on fire with 2 little girls in it very unsafe kia canada will not do anything about it the problem with the engine is loss of oil and engine will seize up causing the crankshaft problems my problem is I maintain my car and if there is no oil leaks where is my oil going with the cost of products for example oil at over 10 dollars per liter plus gas it is getting out of hand 120 per 2 weeks gas plus 20 dollars for oil just to watch it run into my exhaust system and cause my caydiltic converter to plug up again kind of sounds like chasing my tail over and over .I have seen so many lawsuits against kia canada for the same problems that I am going through this is very bad business and putting peoples lives in danger it is so bad that my spouse refuses to drive the car and she is a professional driver something is wrong here

  Business response

  10/05/2023

  Case ********

  Dear *****,

  A representative from Kia Canada Customer Experience will respond to your concerns directly.

   

   

  Customer response

  10/05/2023

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

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Kia Seltos from *** *********’s Kia on June 4 2022 waited 10 months (and had to settle for a different colour) and received the car April 8 2023. At 700km in (April 29), the car started making a ticking noise when the engine was running. I explained this to ******** Kia and scheduled an appointment to have the car looked at. Car was looked at on May 5 and I was told that there is cylinder wall scuffing inside the engine and now the whole engine needs to be replaced. This whole process has been extremely frustrating and painful. I have received awful customer service from *** *********’s Kia over the 10 months that I had to deal with them. Horrible communication on providing updates when I was waiting for my car. They ******* me and **** by telling me I would get the car in a couple months from purchased date but instead it took 10 months. And then I had to settle for a different colour because it was available and I was tired of waiting. Fast forward a few weeks and now I’m being told I need a new engine in my car. And while the engine is being installed for approximately 1/2 weeks as told by the service manager, said I won’t be receiving a replacement car within that time. This is not a good showcase of Kia Canada and my experience buying a car from them. Please help I just want a working Kia Seltos.

  Business response

  10/05/2023

  Case ********

  Dear *******, 

  Please be advised your complaint has been forwarded to a Customer Experience Representative. Any future communication specific to your compliant will be managed by Kia Canada Customer Experience. 

  Following investigating your concerns, you will be contacted by Customer Experience directly. 

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have not been compensated. 
  
  Sincerely,
  
  ******* *****

  Business response

  17/05/2023

  Please note you received a response from Kia Canada Customer Experience May 10, 2023

   

  From: Consumer Affairs [KCA] 
  Sent: May 10, 2023 5:17 PM
  To: *********
  Subject: 2023 SELTOS 
  
  Dear Mr. *****,
  
  We received your email regarding your feedback and the circumstances surrounding your sales experience at Kia of St Catharines and the circumstances surrounding your 2023 Seltos.
  
  We would like to extend our apologies for the problems you encountered, and the inconvenience that may have resulted. 
  
  Please note all Kia Dealerships are independently owned and operated and as a result Kia Canada is unable to intervene in matters related to sales issues, paperwork/ contractual agreement issues, etc. between an independently Dealership and their customers. In addition, Dealer employees are not employees of Kia Canada Inc.; as such we are unable to provide coaching or conduct performance management discussions with employees of a Dealership. Kia Canada Inc. also recommends that you please contact the Dealer Principal or General Manager of the dealership to provide them with your complaints as he will be in the best position to assist you further.   Since a Kia owner’s relationship is with their local dealership staff & management, we prefer to allow them the opportunity to engage directly with their customers to resolve any concerns. 
  
  As part of our commitment to customer satisfaction Kia Canada provides a comprehensive warranty of 5 years OR 100,000 kilometers, whichever occurs first from the original warranty start date on all Kia vehicles. Please be assured that Kia Canada is prepared to honour all obligations outlined in our Warranty and Consumer Information Manual.  Kia‘s warranty mandate is to repair or replace defective components due to a manufacturer’s defect at no charge to the customer.
  
  Mr. *****, in order to have your concern addressed we took the liberty of contacted the Management Team of ******** Kia to advise them of your communication to Kia Canada.  We have been advised by service manager Matthew that they performed an inspection on your vehicle on May 5th and advised you of the findings and notified you that they will be submitting a claim (this was end of day Friday). He advised you to leave vehicle due to its condition, however, you refused to leave your vehicle with them and took it home until further notice. When he followed up with you this morning you notified him that you had a no start condition and towed your vehicle to St Catherines Kia where you purchased it and that they will be performing repairs.
  
  Please note there are no offices within Kia Canada that can provide technical information to customers; your local Kia dealerships are our certified and trained Technicians. As Kia dealerships represent Kia Canada on site to perform an inspection and diagnosis on Kia vehicles, we rely on their professional expertise, they are in the best position to examine your vehicle to determine the cause of the concern.    
  
  I have shared your feedback with the appropriate internal Departments to ensure your feedback has been documented.    
  
  Thank you for contacting Kia Canada Inc.
  
  Respectfully, 
  
  
    
  Paulette
  CRM
  Customer Experience Representative

  E   [email protected]   
  T   1877-542-2886
  M  www.kia.ca 
  
  
  

• Initial Complaint

  21/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  2019 Kia **** **  12V battery failure The *** 12V battery is prone to failure during cold weather conditions within 100,000km or 3 years. When outside temperatures drop to -5°C, the battery voltage will drop to 5-6 volts which means that the car will not turn on without being boosted. Attempts to recharge the battery using a smart battery charger will provide a few days of trouble-free use. The replacement battery which Kia sells for $367 is of the same design and will likely fail the same way. Kia did not present a solution for this fault.

• Initial Complaint

  16/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2016 bought a new Kia rondo. The last few months the paint is peeling off leaving the primer intact. This usually due to the top coat not bonding properly to the primer. Main reason when this happens is temperature, moisture or not curing at time of painting. There are several kia vehicles doing this. Vehicle has lost several thousands of dollars in value due to this issue. Kias response was warrenty is over.

  Business response

  11/04/2023

  We apologize for the delay in responding to your contact about ***** *******’s concern for the paint peeling off on her vehicle.

   

  We have contacted the customer to confirm our position.

   

  Thank you for your contact with Kia Canada

  Customer response

  11/04/2023

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

  Most paint failures are caused by not curing properly, not compatible or contamination between coats. Not of these can occur after the car leaves factory.

  Car is worth less because of peeling paint. Car should be repainted at kia expense, or compensated for lost value.

  Paint on a car should last longer.

  It appears to be a common problem as there is a class action trying to be started in the United States.

  Can not take car back to original dealer as we have moved and dealer is over 1000 miles away.
  
  Sincerely,
  
  ***** *******

  Business response

  18/04/2023

  Please note that recalls are vehicle specific based on VIN, make, model, date and location of production, etc. Kia Canada will advise Transport Canada of a potential recall based on the amount and make of vehicle affected, the definition of the recall and what Kia Canada will do to complete the recall. Kia Customers are then advised of a recall affecting their specific vehicle, on an individual basis. 

  The vehicle must be inspected at an authorized Kia Dealership for an inspection, however be advised that paint warranty is limited to 3 years OR 60,000KM from the original warranty start date. The model year of your vehicle would suggest the overall comprehensive warranty has expired.

  As a result there will be no financialassistance towards the cost of the required repair.

• Initial Complaint

  28/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had purchased a kia niro hybrid from kia of newmarket who ********** upsold me rust proofing being fully aware of a bulletin issued by kia canada stating they do not recommend nor support rust proofing. They damaged the rear seats, paint *** ******* ** ******* ******* ** **** ******* ******* *** ******* ** ******* When confronted, they denied everything, reneged on fixing the issues agreed upon and banned me from their location. Approximately 2 weeks ago I requested clarification from kia canada regarding a rust proofing bulletin they confirmed in an email **** ********* as they also provided a letter stating my warranty was active **** *********, however, 'active' means nothing as everyone's warranty is active until the date of expiration, the question is if there is anything compromising/affecting the warranty *** *** ****** ** ********** ********** **** ************ A consumer has a right to know if anything is affecting their warranty/the vehicle that relates to the dealership or manufacturer. kia canada governs the warranty for all kia vehicles and are, therefore, the only ones that can confirm or provide direction regarding the warranty. That said, kia canada's response to my request was, "Kia Canada is unable to provide the confirmation you seek in respect of rust proofing because it is an aftermarket component and not a Kia product. Further, as we are not present during the application or at the time of sale we cannot comment." I have indicated it has nothing to do with the sale of the vehicle but the warranty itself and the rust proofing kia of newmarket ********** upsold me and installed. According to kia canada's bulletin, this has severely impacted my warranty to the point that all issues with my vehicle can be relative to this rust proofing, therefore, I believe my request is 'fair and reasonable'. **** **** *** ****** *** ******* ** ****** *** **** ***** ** ********* ** ********** ********** I would like to deal with this matter through the BBB.

*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. ↩