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Complaint Details
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Initial Complaint
02/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a brand new 2023 KIA ********* SX X-Line AWD on December 10, 2022 from Friendly KIA in *********************, **. On December 27th, 2022, my windshield cracked while I was driving. I called the Dealership immediately to make a service appointment to get it fixed because of the great warranty I thought I had. However, they referred me to an outside glass replacement specialist instead. I submitted all the paperwork and also contacted our insurance company per their instructions. They told us it take a week or so. After weeks passed and numerous reasons why there was no glass, we decided to contact our insurance again to get a different glass replacement provider. We went with Safelite. We again waited months for windshield that never came in. I finally contacted ******************** on Feb 10th and they basically told me it is backordered "indefinitely" and that all I could do is wait. They explained that the manufacturer is experiencing a supply shortage and they don't know when it will come. In the meantime I am expected to drive my family and carpool in an unsafe brand new damaged vehicle while I continue to make monthly car payments and insurance. I asked the Friendly KIA Dealership to provide me with a loaner vehicle while the part comes in and they refused. They are selling so many brand new vehicles that it is impossible for me to believe that they can not find a replacement windshield or a loaner for me to use. Today is February 10, 2023 and it has been months since the windshield cracked. I need assistance in finding a new windshield and also getting a loaner vehicle to use while they locate one and repair the damage. Your help is greatly appreciated.
Business response
02/13/2023
Friendly Kia agrees and certainly understands how this customer feels. However, we are the selling dealer and want to do everything possible to take care of our customer but we can't do anything if the windshield is on back order from the manufacturer. There are many supply constraints on parts with all manufacturer's at this time. We can only wait for the windshield to come in. I wish I could do more and have a better answer but this is a supply chain issue from **** Respectfully ******************* GM Friendly Kia ************ cell.Customer response
02/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. ***********************, General Manager of Friendly Kia has been assisting me tremendously to find a resolution to this issue. We are in process of getting my windshield repaired and it could not happen without his help. He has been very instrumental in every aspect of the repair and took a direct role in coordinating all of the steps. His assistance is greatly appreciated. I am very happy with the level of customer care and support from ********************** and especially with ***********************. THANK YOU!!
Sincerely,
***************************Initial Complaint
01/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My 2017 Sorrento was towed to this dealership by Kias 24 hour service after Electronic Brake failure. ***** in service told me that the diagnostic fee was $90, which was fine. He then told me the entire assembly needed to be replaced and did I give him permission to order the parts. I said yes. AT NO TIME DID HE MENTION ANY PENALTY FOR CANCELLATION OF THE WORK AND ORDER, SUCH AS A RESTOCK FEE. I had a really bad feeling about using this dealer, so I called the dealer I bought from and ultimately, had my car towed to that location. Friendly Kia charged me $200 restocking fee FOR PARTS THEY DIDN'T EVEN HAVE IN STOCK YET! They were coming from 3 different locations and were on route. These parts can be used on any other Sorrento, and will be as I know this issue is a common one, after having done some research. So basically, my car was held hostage until I paid the restocking fee! $200 FOR NOTHING. They did NOTHING, it cost them NOTHING, but I'm getting screwed out of $200 in the middle of a resession. I don't mind paying the diagnostic fee, that is fine, but its incredibly dishonest and unethical to charge $200 for NOTHING! I'm not able to upload documents at this time, they still have my car, as I haven't paid the invoice yet.Business response
01/24/2023
The $200 re stocking fee was waived and customer is aware. If I can further help please let me know. ******************* GM Friendly Kia ************ cell.Customer response
01/26/2023
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,
*********************************
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