ComplaintsforRoyal Automotive Group

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2022 I bought a Kia Niro car, months after buying it I began to report that I had problems with the sound screen, it turns off, stops working, problems with the horn, the sound goes out. I made the first appointment in which I reported all the problems. When I arrived at my appointment after driving 25 minutes to the agency, they told me that they could not receive the car because there was not enough time to check it, and the person in charge of the workshop area also told me that they already had reports equal to the one for my car. I was very upset because they had the report I made to them, they could have called me and told me that. They shouldn't have waited for me to arrive, then I spoke to KIA and filed a complaint. They told me to take my car to another branch, I did, I took my car in March of this year I showed them videos that I took of the problems that my car presents (evidence) they kept my car for a whole day, then I They say that they did not find anything but what we could do is wait for a service car that they have at the agency to lend me and so they check my car more thoroughly, until today, August 11, at the agency they do not give me a solution to my problem . I sent them an email in July and they told me we would schedule an appointment if a car was received but I send them messages to ask them and they no longer answer me, I don't think that in five months they have not received any car to lend me and solve my problem.

  Business response

  08/17/2023

  August 17, 2023
  
  To Whom It May Concern:
  
  Re: Complaint ID: 20459619         
  
  On March 7th, 2023 Royal Kia inspected Ms. Castro’s 2022 Kia Niro VIN: KNDCB3LC4N5541349.  At that time the vehicle was found to be operating to Kia factory standards.  Our diagnostic tests found no fault codes stored, history or present.  All systems were found to be operating properly and the client’s concern of the radio screen turning off intermittently was unable to be replicated during the time provided by the client, the entirety of March 7th.  Intermittent concerns can be difficult to correct, especially if unable to duplicate.  Additional diagnostic time was requested from Ms. Castro to attempt to duplicate the concern.  Ms. Castro was unable to provide us additional time on March 7th and indicated she would attempt to return to the dealer she had purchased the vehicle from and who had also attempted to diagnose the vehicle initially.  Ms. Castro contacted Royal Kia again in late July 2023 to inform us that she would like to return for an extended diagnosis once we had schedule availability as well as a loaner vehicle.  At the time of receipt of this complaint we were in process of working toward a resolution (schedule, loaner and repair) for Ms. Castro.  Since receiving this complaint, we have contacted Ms. Castro and extended our availability of as early as August 21st, we are currently awaiting response from Ms. Castro as she was unable to commit to a day/time.   We are committed to a resolution for this client, regardless of where the vehicle was purchased or repaired before.  As always, we thank the BBB for its interest in helping resolve Ms. Castro’s concern.  Please contact me directly if I may be of any additional assistance.
  
  Kind regards,
  
  Matt Moore
  Service Manager
  Royal Kia
  520-320-3609

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second visit to the dealership located on 815 W Auto Mall Dr. The customer service support is awful. In my first visit, i had to wait three hours after job was completed. Assistant who was working with me that day did not bother come to inform me vehicle was ready to go. I was just ignored. Today, i had an appointment for oil change; honestly i could do this job myself, but because vehicle has a recall on seat belts!!! i did take it to the shop. My agreement was: i will drop off vehicle around 0715, they will have time to do an inspection on it and change oil, rotate tire, and they will let me use their shuttle to go to work. So, appointment scheduled for 0830, i was there at 0710. I asked assistant (it was the same guy i had bad experience with) told me: "Go and wait in your car until someone will come out to you". On my question "how long it will take" he says, maybe a minute, maybe a half hour, maybe an hour. I tried to tell him i am there to drop vehicle off, but he just walked away. And person, who supposed to be assisting me (his name on my email confirmation), was standing outside and chatting with another three employees. Nobody did come and ask why i am waiting in my car. I have tried to call to Anthony (who did book for me this appointment) but he did not pick up his phone. There were around ten cars, but nobody was told to wait in their car. I feel i was treated this way just because i am a woman, and they discriminated me. I have an experience in different dealerships, and none of them was like this.

  Business response

  07/05/2023

  
  
  Her initial appointment was set with Jay Rau at 8:30 on 6/28/23.  Ms. Muasseran attempted to drop her vehicle off that day initially at 7:10. When she pulled in, Jay was assisting customers with earlier appointment reservations. Jay had politely introduced himself and told her that he would be with her as soon as he finished up with his current customer.  This was witnessed by Ryan Verduzco. Before Jay had made it back to his office, Mrs. Muasseran started reversing out of the service drive and proceeded to leave.  Chuck McCoy received the complaint call that day and assigned it to Ryan to call and address her concerns. That day Ryan, another Royal Service Consultant, did reach out, and apologized for any miscommunication that may have taken place with Jay.  Especially if she was under the understanding that she could drop off early.  Ryan made arrangements with her to bring it back at her convenience which ended up being the next day, 6/29/23.  The day she dropped off Ryan was prepared and waiting for her on the service drive as she pulled in.  He proceeded to greet her with a “good morning” and introduced himself as the person she spoke with over the phone the previous day.  After starting the initial check-in process, he walked her back to his office and covered her concerns she had on the previous day.  One of which she had to be at work as soon as possible and that was the reason for the previous day’s attempt at an early drop off.  He again apologized for the inconvenience of returning for a second day and proceeded to explain what was involved in her service and recall visit.  He assured her that for the oil change, tire rotation and the recall, he would have it completed by late morning and that he would facilitate a Lyft ride for her to and from work.  She requested that when the vehicle was complete, that the sunshade be put up in the windshield.  He told her he would personally make this happen.  Her vehicle ended up being completed by noon.  At that point he reached out to her via phone call and set up a Lyft ride back.  This was the only hiccup in the experience as the first Lyft driver did not find her and we had to set a second driver for her.  During that 2nd request, Ryan verified that she was picked up prior to her arrival back at the dealership.  When arriving, he was available to let her know that as a courtesy to her for the inconvenience, we did not charge her for the oil and rotation service.  She said “thank you” to Ryan with a smile as she left.
  
  Chuck McCoy...

  Service Manager

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  on June 12, 2023 brought my 2019 cadillac XT5 in for an oil service. was told by service advisor I was due for additional services and since proper service is required for "warranty forever" I said ok and waited over 3 hours for completion. My bad was not paying attention to the bill that I paid by credit card. prior to filing the paper work I reviewed it and compared it to my vehicle manual and discovered that there were two procedures NOT required at this time! My oil change (even with a coupon) came to $945.81! went down to discuss this with them this morning and talked to the service advisor and it was obvious these were frivolous procedures. someone will call me back to discuss. I waited 4 hours and no call. I've since called three more times to speak to someone (preferable in charge) and still no one calls and my last call ended with a hang-up by the receptionist. my next action will be to dispute the charge with the cc company and royal and I will work it out from there unless you can provide any assistance.

  Customer response

  06/15/2023

  Hello BBB of Tucson
  
  I hope this is accepted as a letter (but if not, please let me know and where to send it).
  After I had pretty much given up hope of reaching a resolution, I decided to open this issue. Then, at 5PM yesterday evening I (finally) received a call from the service manager (Chuck McCoy) and we discussed my issue and reached a satisfactory resolution (refund of most of the charges). This complaint #20182288 should be closed as resolved.
  
  Thank you,
  
  Robert Owin

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 10, 2022 i had purchased a vehicle from royal gmc at the auto mall. Right from the beginning nothing was going right. The original vehicle that I wanted and actually was doing paperwork for was lent out to a customer. After realizing the vehicle was missing they offered another vehicle so i agreed. Well they didnt disclose that the vehicle was involved in an accident until i said something the next day. In the days after i was getting phone calls and text messages that they were missing some papers so i submitted them right away like they asked....well in the last few days ive been getting phone calls from the finance company (trade in vehicle) thinking the car was paid off. Well it wasn't... their excuse was that there was technical difficulties on the banking side and for me to just make a payment on the vehicle that i dont own anymore. Now my credit is going to take a tumble because of their neglect. I'm truly disappointed on how they handled everything. They did nothing to make it right, just advise me to make a payment on a vehicle i dont own anymore....

  Business response

  07/15/2022

  To Whom it May Concern; 
  In response to the complaint we received from Mr. ***** ****** on July 6th in regards to his vehicle purchase, we would like to share our facts and updates to this matter. 
  When Mr. ****** purchased his car from us on June 10th he did sign our Carfax acknowledgment form that day, please see attached. On our website on every car we sell there is a link to our free Carfax, as well as in the glove box, as well as this form we have signed at purchase completion to ensure full transparency to every consumer when it comes to the Carfax and vehicle history. 
  In regards to the payoff on his trade-in unit, when Mr. ****** traded in his car with us he already had a payment due for more than a week. We always encourage our customers to make that payment to avoid unfortunate situations just like this. It is our company policy that we do not send payoff for any trade-in until the new purchased vehicle has fully funded and finalized. In this case, with this specific lender, it did in-fact take some time to fund his new loan due to bank stipulations. As those items dragged on, including installing the banks required GPS system, so did the time to get his trade-in paid off. Hence we he was getting calls from his bank asking for a payment that was long overdue. 
  The moment we were funded, we sent high priority overnight FedEx the payoff check that was already cut and ready to go to his bank. Murphy's law, FedEx somehow "misplaced" our initial payoff check which Mr. ****** and I were tracking closely. Instead of waiting around to find out what was going on with our payoff check and trying to track it with FedEx, we immediately stopped payment on that check, cut a new check, and sent that fresh payoff via high priority FedEx again. This time with signature required. 
  His bank did in-fact receive and sign for our payoff check on Monday July 11th and as of today ( July 13th) they have processed our payoff check and his account should be paid in full. As a courtesy we did add an 
  extra $126 to the payoff check to ensure any/all accrued interest throughout this time was absorbed by us, not Mr. ******. 
  I have had many calls, texts and emails with Mr. ****** since receiving this complaint. Had he made his original due payment, which we even offered to reimburse him for, much of this would have been alleviated. Most importantly, the reason for all my direct follow-up with Mr. ****** was because we wanted him to know that we do care, we do appreciate his business, we apologized for any frustrations we may have inadvertently caused him and wanted him to know we would work hard to resolve this matter with extreme urgency. Which we have. 
  We hope we can all consider this matter closed now and that Mr. ****** may begin enjoying his new car which he says he absolutely loves. 
  Sincerely, 
  Kevin Cravo 
  General Sales Manager 
  Royal Automotive Group 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  LESS THAN A MONTH AGO I PURCHASED A 2017 RANGE ROVER SPORT FROM ROYALAUTOMOTIVE GROUP. UPON CHECKING THE VEHICLE OVER THE NEXT FEW DAYS I NOTICED A FEW THINGS THAT WERE NOT WORKING PROPERLY. NO BIG DEAL IT'S UNDER WARRANTY ILL HAVE IT LOOKED AT. WITHIN A WEEK OF DRIVING THE VEHICLE I FELT A SPUTTER AND MY CHECK ENGINE LIGHT STARTED TO FLASH. I IMMEDIATELY CALLED THE DEALER, ONLY TO BE TOLD THEY WERE BOOKED UP MONTHS OUT. I EXPLAINED THE SEVERITY BUT THEY COULD NOT GET ME IN. A COUPLE OF WEEKS PASSED AND IT HAPPENED AGAIN, THIS TIME I DROVE TO THE DEALERSHIP. THEY TRIED TO REFUSE ME TWICE. I SAID OK IF YOU CAN AT LEAST GIVE ME SOMETHING PRINTED OUT STATING I WAS HERE TODAY TO ADDRESS THIS PROBLEM. THE MANAGER APPEARED AND SOMEHOW FOUND A TECH TO LOOK AT MY RANGE, ONLY TO TELL ME 2 HOURS LATER THE CAR HAS THE SAME 3 MISFIRES IT HAD WHEN THEY TOOK IT IN ON TRADE!! AS OF TODAY THEY STILL HAVE NOT FIXED THIS ISSUE.

  Business response

  07/11/2022

  Our Service Manager Spoke with Mr. ******** on on Friday July 8 over phone. He expressed his frustration with not being able to get his recently purchased warranty forever 2017 Range Rover Sport in for a intermittent check engine light. I explained the challenges we are experiencing and he was understanding. I politely asked if wanted to stay in the vehicle and he responded yes. I explained the importance of building a  relationship and asked what we could do to accomplish that. He wanted his Range Rover diagnosed. I agreed with him and that we could do that. He asked when, I said now and that we would have a Loaner available For him. He then asked if he had not contacted the BBB would I have contacted him. I explained that I was not aware of his situation and that why we need to start building our relationship to avoid this type of situation in the future. He was pleased with the offer and said he would be down in an hour. We greeted Mr. ******** upon arrival and sat and discussed the pervious visits. He explained that he was told that the miss-fires where noted during inspection. I explained that I was not aware of that and it so we would of addressed it. We moved forward and noted that we would diagnose his Range Rover and report back. He was pleased and stated he would remove the BBB complaint.

• Initial Complaint

  04/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a car from Royal in July 2021, it was purchased in “excellent” condition and at the highest market value. At the time of purchase, I opted for the best warranty available. I was told that they had secured a loan with an interest rate of below 10%, and that all of the issues I found with the vehicle during my test drive would be taken care of. I paid a $2,000 non-refundable down payment and left believing that I would come back in a few days to pick up a Tahoe in “excellent” condition. Upon returning to the dealership, I was informed that my interest rate was now 28% (despite putting $11,000 down on a $15,500 vehicle)The 2007 Chevy Tahoe was priced at $15,500. I paid an additional $3,500 for a 3 year/30,000 mile warranty that Royal assumed me would “cover everything” aside from basic maintenance. There were several issues within days of leaving the dealership. None of the issues had been fixed. I took it in very soon after purchasing it, and it sat there for over a month- nothing was done. I took it back, and they had it for over a month, and I don’t know what was done because I never received any documentation. The dealership claimed that they spent $2700 on it. The warranty claims they spent over $3,000 on labor and parts- and yet my car was still not functional. And now they’ve had another 3 week They are aware that I now have nowhere to live in Az, and have told me time and time again that it will be just a few days. I have now spent over $6,000 in Airbnb and hotel’s. I am in desperate need of medical care and need to go to Michigan. I am not well. This is not okay. I have been blatantly lied to several times. They have apparently gone through an influx of top positions and I have been dealing with another man every other month- the recent ones blaming the past onesfor all of this. I am desperate to get to Michigan, where my family and medical care team is. I am not a wealthy person, and have gone into major debit over this fiasco.

  Business response

  04/11/2022

  BBB
  *****
  Date: 4/9/2022
  Purchase Date: 7/15/2021
  
  Purchase details
  Customer purchased a previously owned 2007 Tahoe, an “AS-IS” purchase in July.   Warranty was purchased, then cancelled with other contract issued after the purchase with effective date of November 3,2021. 
  Purchase rate offer
  The 10% interest rate shown originally was a preliminary rate based on the verbal facts gathered from the customer. After taking the deposit to hold the vehicle, we then pulled credit and began to work the loan with our lenders. It is always our goal to get the best possible loan thru our lender relationships based on that customers credit profile. In this case, our lenders found this loan to be very high risk due to various derogatory credit lines and slow pays. Once the customer returned to finalize the transaction, we simply laid out the best options we were able to provide thru our lenders allowing her to make the best decision for herself and if she should proceed with the purchase. She chose to move forward and buy the car.
  
  Timeline after purchase and gaps
  RO 5043190   Diagnosis and small customer accommodation repairs covered internally.
  The customer stated that within days of leaving the dealer there were several issues.
  Purchase date 7/15/2021 first RO opened after delivery was over two months.  Purchase date 7/15/2021 RO open 9/23/2021.  Customer request oil change and estimates for several mostly cosmetic repairs.  Other than cosmetic, brakes checked good and oil pressure switch estimate was provided.
  
  RO 5045056, all repairs covered under purchased contract.
  The customer returned a second time.  Customer second RO 5045056 was opened on 1/17/2022 and closed on 2/17/2022.  On this RO the only continued repair from previous visit was the oil pressure switch was now covered under the service contract now effective from the November date.  Other new issues: Rear mirror controls (unable to duplicate customer concerns), bearing noise (unable to duplicate customer concern), tailgate assist repaired, ride and front suspension concerns repaired.  Unable to account for the time delays in the customer return from the first work order closed in October to this visit in January. 
  
  RO 6202545 All repairs covered internally due to customer time constraints. 
  Contract requirements of current milage would have required waiting for gauge customer repair prior to any claims being started.  Out of the total of 17 business days open on this RO 14 days were waiting for the repair and return of gauge cluster.   Returning visit with new issues not on previous two visits.  New issues gauge cluster- sent out for rebuild and reinstalled, seat adjustments -intermittent replaced entire seat adjuster assembly, Dash AC concerns- replaced module and motor, heater concerns -addressed with AC concern, door handle chrome peeling- replaced door handle, suspension rides rough – replaced rear air ride shocks.  Most all concerns are all new and if any suspension issues were related to previous work order.  All six customer concerns were addressed and repaired at a cost to our organization in the interest of expediting the repairs to accommodate the customers needs to return
  to Michigan.  Furthermore, if we had waited for coverage determination form service contract and inspectors, many of these concerns may have been denied.  Coverage is generally determined by failed components, not intermittent, cosmetic, or leaking items. 
  
  
  Time delays
  The customer had pointed out the various time delays and we are not exempt from the conditions of our current work environment.  We have had opportunities with staff changes, covid, and unable to find support staff.   Our service department explained portions of this time had been accompanied by time delays in communicating with the customer.  Other delays had been the fact that the vehicle was purchased “AS-IS” and the expectations covered items.  In the final transaction with the customer our staff eliminated any delays possible and pulled off a turn of three days with all repairs less the 14-day delay in parts.
  
  In all the experience could had been better.  We do apologize for the delays.  We do intend and hope that you can believe we do and did have the best of intentions. 
  
  It was our best intentions to come to come to a resolution. We made attempts to contact you a couple of times on Thursday the 7th and again today the 9th prior to writing the response.  Being unable to contact you we need to respond to your request.  We have since then received emails responses stating you do not wish to speak to us. 
  
  In your request you are requesting reimbursement for lodging during in Arizona as you are from out of state.  In your provided BBB statement, you had a figure of $6000.   The attempts to contact you were in hopes we could discuss this and find an amicable resolution.  In the receipts submitted to us you have just over $3000 in payment receipts.  All these receipts were during the time of your last visit while the time delays were out of our control on parts orders and would be your account rather at our dealership or another due to mechanical failures.  Be that you are from out of state, this does complicate the issue.   We are unsure of the gaps between the service request and the time spent in Arizona. 
  Without the ability to communicate, we are unable to explain the almost $5000 in additional repair expense that our organization has spent on your vehicle.  Our organization has stepped up and covered these repairs knowing the vehicle was contracted and sold “AS-IS”.   In addition to money, we have already expensed in customer satisfaction repairs, to settle with you we are willing to send you an additional $2500 toward your satisfaction.
  Upon your acceptance, the check can be overnighted to your designated location. 
  
  
  
  
  

  Customer response

  04/18/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16977754, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****
  

  Current Mailing Address:

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

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

  *****
   

  
  

• Initial Complaint

  02/19/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I took my vehicle in for service at the Royal Land Rover dealership in Tucson, Arizona (oil change and tires rotated). I explicitly told the service writer to NOT wash my vehicle as the vehicle is black and has been professionally polished and ceramic coated at a cost to me of $1,500. The service writer noted this and appeared to write it on the service order. Upon picking up my vehicle, I paid for the service and the service writer proactively said don’t worry, we did not wash the vehicle. As I walked out to my vehicle, I noticed water spots which led me to realization that the vehicle had in fact been washed and upon closer inspection I saw that there were swirl marks and small scratches. In the past, I have been a professional detailer and the car is only washed in a professional manner to protect the paint. Now I am in contact with my car detailer professional who originally laid the ceramic coating and I have been quoted $2,090 to polish the scratches out and install a new ceramic coating. Had I known the is was going to be an issue, I would have driven to the Scottsdale dealership for service as I know they are aware of the specifics in protecting a vehicle’s paint with ceramic coating and would have abided by my request to not wash the vehicle. I am extremely disappointed in the fact that the dealer said that they felt bad and that he could take care of my service next time. I don’t want future services paid for, I will gladly exchange money for the agreed service. This is unacceptable as I have spent time and money to keep my vehicle protected. Not only will it cost $2,090 to have my vehicle corrected, but I also need to leave it with the professional for 4 days while the ceramic coating is installed.

  Business response

  02/28/2022

  BBB
  Date 2/28/2022
  
  JLR Customer experience information
  Desired Settlement:  Contact by the business
  
  We take customer satisfaction very seriously and are glad we could resolve this with you. 
  First, I would like to apologize for the frustration you have experienced from your recent visit.  We are honored that you selected us as a place of business and entrusted us with your vehicle.  Resolving this issue will allow us to grow as a company and solidify our relationship with you.
  
  Customer contact and agreement has been made.
  In leu of the concern, arrangements have been made at your detailer to have this addressed.  In your time of inconvenience, your transportation concerns have also been considered and addressed. 
  We are truly sorry for the inconvenience and frustration that this has caused.
  

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  !2/20/21 we bought a 2020 Buck Envision from Royal Buick GMC on Auto Mall road Tucson. Price was $32,280. It had a cracked wind shield. I asked them to replace the screen but I seem to be getting a run around and nothing is happening on getting it replaced. I have visited the dealer and spoke to the Sales manager and salesman but there is no help. Please help.

  Business response

  01/28/2022

  To Whom it May Concern:
  
     Mr. ******** is correct in that when he purchased to vehicle from us on 12/20/21 it did in fact have a minor crack in the windshield. We agreed to order him a new windshield at the time of sale. We tried ordering him a factory OEM windshield which unfortunately was on national back order which caused the delays and frustrations. We made calls to our General Motors headquarters trying to get this glass expedited to no avail.
  
  Our team did let Mr. ******** know it was on back order. After receiving this complaint, we decided it was best to put an after market windshield in which would expedite the process. We always try for OEM factory glass first but in this case, due to the urgency of the customers wishes, we decided after market would work best.
  
  
  We sent that company out to his home and had the windshield installed within a couple days of this notice.
  
  I spoke to Mr. ******** this morning before writing this ( 1/28/22) to ensure he was happy with the install and fully satisfied, he did express his satisfaction with the new windshield and his gratitude. He is taken care of and happy now.

   

  Respectufully, 

  Kevin Cravo 

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 30th 2021, I (****** ****) had taken my vehicle (2016 Kia Optima SXL) in for a turbo repair/replacement. Prior to taking my car to dealership (Royal Kia Tucson) I had my car serviced, brand new rotors, break pads and tires put on. After 8 long months I got my vehicle back on December 8th. I’ve been driving it slowly, practically babying the car to break turbo in. My beak pads have been squeaking since. I had brand new rotors and break pads placed in vehicle so it shouldn’t be squeaking. I drove in total a thousand miles and the turbo started making a ticking sound. Also smell of oil burning came from under hood. I took air filter off and found the blades on turbine were damaged. Have a video also. I took my car to Lawley’s Team Ford Kia and had vehicle looked at and was informed turbo did not look like it was replaced and to take car back to Royal Kia Tucson as initial repair was done there. I am very frustrated and tired hasn’t been taken care of after 8 months of not being able to drive it. I need this issue resolved immediately as it is my only support for transportation to work and picking up my kids and have no other type of transportation.

  Business response

  01/07/2022

  In response to BBB concern:
  
  To address the concerns the customer has addressed to the BBB I will clearly break them down by customer concern.
  
  The time frame that the customer vehicle was down during repair of approximately 8 months was confirmed. The extended down time resulted from manufacturer back ordered parts, supply chain and product delays.  Backordered parts from the manufacturer are out of the dealerships control.  In an effort to better serve the customer during this back order, the factory representative for our dealership was contacted to obtain the part (turbocharger) as quickly as possible.  Unfortunately, Kia was not able to provide the part any sooner than the 8-month time frame.  Had the part been made available to our dealership in a timelier manner, we would have been able to repair the vehicle and return it to the customer promptly.
  
  Our Service Manager did have the opportunity to speak the customer in person on the afternoon of 12/29/2021 at the Royal Kia dealership.  Regarding the brake squeak brought to our attention, we explained a process in which minor surface abrasion of the brake rotors and the brake pads may be required.  This is a process performed frequently after the exposed surface needs resurfacing from sitting immobile for prolonged periods of time. We offered to remove the brake pads and inspect the surfaces of both the brake pads and brake rotors.  We explained that the surface may have accumulation from exposure of moisture, dust and particulates between the surface of the brake pads and brake rotors creating the noise Mr. **** expressed as a concern.  In an effort to offer an immediate remedy to the situation we offered to remove and inspect the brakes.  We did inform Mr. **** that we would clean the surfaces, if necessary, at no cost and determine if any further attention would be needed for the brake squeak concern.
  
  Regarding the turbocharger noise concern, the customer opened his hood to show us that he had removed the aftermarket engine air filter system and aftermarket blow off valve.  Mr. **** explained that after reinstalling the factory components himself that there was a noise present from what he believed to be the turbocharger.  In conversation with Mr. ****, I reviewed the previous repair order where Royal Kia did replace his turbocharger, at no cost, due to impeller damage.  On the work order in question, we documented the repair would not be warranted due to the aftermarket components on the client’s vehicle.  Furthermore, complicating the accountability of the damages is the customer’s admission of work he himself performed after the vehicle had been repaired.  The work performed by the customer is in direct relationship to the turbocharger.  This stands to reason if the turbo had not been correctly installed by the dealership the result of damaging the turbo would have been immediate not after the mileage driven.  In the best interest of customer service, our Service Manager discussed that since we were not able to warrant the repair that we would be willing to offer a sizeable discount on the cost of the repair. 
  
  
  
  
  
  
  The customer and our Service Manager are under discussions attempting to resolve to this concern without further actions.  Our hope is that with reason and fairness we can come to an agreeable solution quickly. 
  
  
  
  Sincerely,
  
  
  Gordon Young
  Service Director
  

*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. ↩