Complaints

The complaint text that is displayed might not represent all complaints filed with 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.

• Initial Complaint

  Date:14/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car 5 months ago, just shy of ** *** after almost ** *** in interest because of my credit it's been in the shops multiple times in the first 2 weeks I owned it.first long block assembly electronic brakes calipers now a **** dollar vaccume pump when I bought the car they gave me no paper work on the warranties nothing I had no choices in cars but this one they replaced tires 2 months ago now saying they are cracked and worn and need to be replaced. Now they are saying it's not under warranty anymore, I get cars break but I expect when I'm paying close to ** *** dollars my car will last more then 5 months without such major issues it is not just normal wear and tare and trying to get ahold of management they won't call me back. *** * ****** *** *** **** *** *** **** ** **********. I've asked to trade it in that was a dead end. No one called me back about it after doing another credit check

  Business Response

  Date: 19/06/2024

  Good afternoon,

  
     We have been working to help this customer since the beginning. We have had her in our loaner. Our Team has stayed late to help her and take time to explain everything going on. We want to help and after the conversation with **** our Service Manager. We thought the customer and our store were on the same page.
  From our end after that conversation, we are on the same page with this customer. 
  
  Thank you

  **** *****

• Initial Complaint

  Date:27/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2016 ******** *** from Kia saskatoon and 92 days in the motor locked up due to a broken bolt from torque converter jammed in the flywheel and locked up the engine When I called immediately the sales guy said nothing they can do *** * ****** ***** *** **** ******* ** *** ****** ** ***** *** **** *** ** **** **** ** ***** *** ****** **** ** **** ** ** ****  ***** ****** ***** ** *** ******  I just want my vehicle repair bill paid by them cause it’s ****$ *** ** **** ***** ******** ***** **** ****** ********* everytime I call for 2weeks I’ve got one call back and no resolution *** ******* ****** **** ** **** ** *** ********** * **** ********* **** ****** 

  Business Response

  Date: 28/05/2024

  Good Morning,
  
  We have talked numerus times about this and have discussed together what we could do to support you through this unfortunate and unforeseen engine problems. I chatted with your mechanic and was advised what happened was not preventable on our side. We have shown that we are willing to work with you and have stepped up to help with the bill. ** ** ***** ********** * ** ****** ***** *** *** ***** ******* **** *** **** ** ******** ** ****** **** ****. We will be in touch with your shop to let them know we will put ***** towards your bill.

  
  Thanks ,

  Customer Answer

  Date: 28/05/2024

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

  after I spend ******$ on vehicle and 92 days later I’m without a vehicle and stuck with *****$ repair 

  my paperwork on vehicle mileage says 63,000km

  currently it says 67,000km

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

  my rear door fell off a week later. There not fixing that

  they delivered it with bald tires they won’t do nothing about that either 

  salesman ***** ****** was driving the vehicle and stated it was a good vehicle 

• Initial Complaint

  Date:15/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  am a 69 year old female with a 68 year old partner with a heart condition. Stress is not conducive to a healthy lifestyle and can be very detrimental to my partner's overall health. In December 2022 at KIA of Saskatoon, I traded in my 2022 KIA Soul (purchased new, also had issues with servicing & faulty equipment, but ultimately traded in for a personal preference) for a used 2017 *** ******* ******. At the time of purchase the *** had 87,704 KM with a sticker price of $29,995.00. After taxes and the optional extended warranty that I was convinced to add, the total came to approx. $45,00.00. The extended warranty was sold to me by KIA but is apparently covered by a third party insurance company. The first night home, I went to plug it in (winter in Saskatchewan) and discovered that it did not have a block heater, which I had believed it had one. I went back to KIA to discuss the block heater and about a week later they installed one. Luckily they did not charge me for this. A couple of days after receiving the vehicle back, I noticed an issue with the audio system and the driver's window. It would go down, but not go back up. The same day, I went back to KIA and approx. two weeks later they had it in to fix the window motor and replace all the stereo speakers. The window was still not working properly after getting it back (technically it worked, but nowhere near as well as it should). This all happened within the first month after purchasing this vehicle. After the initial issue with the missing block heater I had asked the manager (***) to take the vehicle back and to return my trade in. He told me he was not authorized to make that decision and would have to talk to "the big boss" but he was away that week and would have to follow up when he returned. I never did hear back about this so I believe that conversation never took place. ********* ** **********

  Business Response

  Date: 16/08/2023

  Hello,
  
  We apologies for any inconvenience that has been caused due to waiting on coverage from warranty. Our Team has pushed this forward and we will be diligently following up with ** (third party extended warranty) to see where this coverage falls.
  

  If the diagnostic fee is not covered from ** we as a dealer will be covering the cost. Until we hear back from ** we will be in a holding pattern for next steps until then. 
  We do have the customer in a loaner for the time being and we will keep them in it until a resolution.

  
  Thank you so much for your time.
  
  
  Ruby 

  Business Response

  Date: 12/09/2023

  Good Morning,

   

  ***** picked up her vehicle from the shop it was at, dropped off our loaner she was driving and paid the $50 ticket that she had with our loaner. She the proceeded to make sure we did not order the engine for her vehicle and said she going to get the fix done elsewhere and does not want to deal with us or the other dealership she had her vehicle at.

   

  Thank you

   

  ****

  Customer Answer

  Date: 25/09/2023

  Do not consider this resolved as Kia did not take any responsibility for what happened to the car and totally left me with everything to pay for.

  Business Response

  Date: 26/09/2023

  Good Afternoon,

  We have offered the customer to trade in the vehicle, got the max coverage for the warranty claim and also given them well above trade value for their vehicle. 

  The customer advised they want to go elsewhere with their car and business. 

  We consider this case closed. 

   

  Thank you for your help in facilitation Jody.

   

  Ruby

• Initial Complaint

  Date:27/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a ******* Nov 2021 March of 2023 the transmission went I was told it was covered under warranty kept getting dates when the parts would be in but it’s been on back order. Warranty says they only covering 5000$ of work. Kia won’t answer their phones to get the transmission, getting the run around from them, they have had my suv since March it’s now June . I need help

  Business Response

  Date: 28/06/2023

  Good Morning,

  The customer had purchased third party warranty. The warranty covers $5000 of the repair. Kia Saskatoon management is working very hard to get this whole charge covered and have involved the third party warranty company. We are still working to get this all sorted and understand the customers frustration. We due need sometime to work on this and understand the customers urgency. We would like to continue to push this forward.

  Thank you

  **** 

  Customer Answer

  Date: 28/06/2023

  
  Complaint: ********
  
  I am rejecting this response because they know warranty isn’t covering the whole expense and still seems to be waiting around, the option to pay out of pocket the difference was never given to ***** and I. I went there yesterday and was told their service department is in a disary which isn’t my issue. They still haven’t given me the difference that’s owed so we can pay it and get my car back. 
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 10/07/2023

  
  Complaint: ********
  
  I am rejecting this response because Kia is telling me one thing and telling you something different: I was told on the 28th parts were ordered and it’s covered and someone would call with an eta. Still no call; went there on Wednesday and was told parts are in Vancouver and they hope I get my suv by end of month. they still don’t answer any phone calls nothing. I’d hope my suv is done way before end of July. I also would like them to speak to warranty as my suv has been sitting on their lot for months and I’ll be annoyed if my warranty expires and affected by the long wait. 

  
  
  Sincerely,
  
  Justyna Whitaker

  Business Response

  Date: 24/07/2023

  Good Afternoon,

  The transmission is installed and the customer picked up the vehicle. As per the warranty contract the customer paid the deductible $55.50, as per iA contract customer also responsible for fluids, and wheel alignment + taxes. The warranty company paid the rest of the charges $4,800. 

  The customer now has their vehicle.

  Thank you!

  ****

• Initial Complaint

  Date:26/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased a KIA Sportage in 2016 with their Diamond protect service that included windshield, paint etc protection. In the final month I received a cracked windshield. I called the toll free number, was given a case number. First, they tried to tell me it was not covered. I showed the documentation clearly showing it was. I had a claim number already! They told me it was back ordered. This was in 2021. For over 2 years I have tried to get this resolved. The service manager will not return my calls. The branch manager will not return my calls. There have been at least a dozen attempts. They also have a part I need to be replaced (actuator for heat/air) but I refuse to book unless both get fixed. Ffun group should be ashamed at this. They call me for booking service?? Just replace my windshield! It's warranty that pays! They aren't even on the hook for the cost. I am exhausted trying to track down an answer.

  Business Response

  Date: 22/07/2023

  Good Day,  

  We have finally got a response from the warranty company. They require us to submit the claim again due to the time period from the claim to now. 

  Our service team has sent them all the information and we are now awaiting the reply. 

  Thank you

   

  ****

  Customer Answer

  Date: 24/07/2023

  I will await response until this actually gets replaced.  

  Business Response

  Date: 29/08/2023

  Good Afternoon,

  *** approved the parts and labour. We are waiting for the windshield to arrive ETA  09/08/23.

  We will be in touch, everything is good to move forward for the customer. We apologies for the timing this took, but look forward to getting this sorted.

  Thank you!
  

   

  ****

  Customer Answer

  Date: 29/08/2023

  
  Complaint: ********
  
  the windshield was installed and the new manager was very polite and forthright.  I consider this closed.
  
  Thanks. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:13/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 ***** *** 1500 from Kia of Saskatoon being told of one accident involving a deer, come to find out that in fact my truck has been in six accidents, Kia claimed that the damage was on the passengers side and they repaired it, in fact there is no back cv axle boot on the back passengers side, making my 4x4 unusable. I purchased the truck for the purpose of the 4x4, my wife has MS and I wanted to make sure she would never be stuck. I put in a complaint to Kia of Saskatoon about my Driver's door not opening from the inside, which I feel is unsafe. They told me that I did it and they will not repair it without me paying over $500.

  Business Response

  Date: 19/06/2023

  Good Afternoon!

  We have had the customers vehicle in 2 times since the purchase last year. All Ro's add up to $555 with no charge to the customer. At no time the vehicle was in did the customer advise this other issue on the vehicle. The customer declined extended warranty for the vehicle. We have given the customer no charge the past two times in store. The company will no longer be paying for the customers repairs as this is not to the responsibility of the customer. 

  Please see attached documentation.

  Thank you!

  ****

  Business Response

  Date: 07/07/2023

  Good Morning,

  We have evaluated the situation and we understand that the customer would like something else to be fixed. We have evaluated the photo with out Journeyman. We as a company have paid for the customers repairs up to this point. At no time the vehicle was in did the customer advise this other issue on the vehicle. The customer declined extended warranty for the vehicle when purchased. The company will no longer be paying for the customers repairs as this is not to the responsibility of the customer. 

   Thank you!
  

  
  

• Initial Complaint

  Date:24/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently replaced my damaged key fob, but it would not work to start the car. I can use my remote start, but would like a working key fob. I phoned Kia Saskatoon and was told it was illegal for them to give me the key cut code and fob code for the car I own. I have proof of ownership, ID and the car itself. If I wanted it, I would have to pay Kia $565, which is something I can't afford in the current economy. I have found and contacted other dealerships who will give the codes with POP, ID and in person which I have attached. I cannot find any law stating it's illegal to give my the code for the car I can prove I own.

  Business Response

  Date: 13/06/2023

  Good Morning,

  
  Please see customers attachments as they are **** and not Kia Canada. The customer came into the dealership and our certified technician advised " KEY WAS NOT PROGRAMMED TO VEHICLE, TRIED TO PERFORM KEY LEARNING PROCEDURE AND INVALID KEY MESSAGE DISPLAYED. OPENED KEY FOB AND FOUND CORROSION ON CIRCUIT BOARD. VEHICLE WILL REQUIRE A NEW KIA KEY FOB AND PROGRAMMING. SOP TORONTO" 
  We do not give out this information due to KIA Canada's rules. 
  Please let me know if you need anymore information.
  
  Thank you!
  
  **** 

  Customer Answer

  Date: 13/06/2023

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

  The main focus is on the fact that Kia won’t give me the key code and fob code. I was told by the parts manager at Kia that it’s against privacy laws for them to release that information to me. If it’s against laws why do other dealerships release the codes with proof of ownership and proof of identification. The fact that they quoted me over $500 to sell me a programmed key fob and won’t allow me to shop around for a better price is ethically wrong. They are forcing me to spend my money at Kia. Holding my car hostage. 
  I would like a copy of the rule that is spoken of in Kia’s response.  I would like a copy of the privacy law that the manager spoke of. 
  Thank you 
  
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 14/06/2023

  Good Afternoon!

  KIA Canada has advised this is proprietary information we are not to give this out. We apologize for the inconvenience the situation may have caused and I have provided attached information in the last response for more clarification. 

  Thank you and have a good day.

  ****