ComplaintsforAndy Mohr Kia

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our 2015 *********** died due to a faulty engine, which needs replaced for the car to function. It was looked at by another mechanic, who thought it may be covered by the extended warranty offered bc of a class action lawsuit against *** for this problem. A phone call to *** revealed that they had to examine the car themselves to honor the warranty. We paid to have the car towed to their location, where they examined it and told us it would not be covered by the warranty. Then they charged us $207 for looking at it. We already knew it needed a new engine and what was wrong from ************'s assessment. We should not have had to pay the $207 for *** to look at it because they required it to consider the warranty. They should be replacing the faulty engine, but at the very least should refund the $207 bogus service fee. They are further profiting off of the desperate situation they have us in because their engines die prematurely.

  Business response

  02/13/2024

  Any customer that comes in with a concern that needs diagnosed requires a customer approval of a diagnostic fee. Warranty coverage for any type of repair can not be assumed or gauranteed until a vehicle is properly diagnosed by a ************************* The vehicle was diagnosed by ************** to determine the vehicles failure. This diagnostic requires the technicians time and equipment to inspect the vehicle which have costs associated with both. Once the diagnostic is complete it is reviewed for any potential warranty coverage. In this case there was not warranty coverage available for this repair. Had there been warranty coverage *** would have paid the diagnostic fee. Since there was no coverage ************ was responsible for the diagnosic fee. No refund will be offered at this time.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment with ********************** on Oct 11 23 for an alignment on my 2011 ***********. The total cost was $160 plus taxes. Because my car pulled to the left while driving.I returned the next day because my car still pulled to the left, which is the original reason I bought my car in for an alignment.I was told by the customer service representative that I may have hit a bump and thats what threw off the alignment. I live across the street from Andy Mohr Kia of ***** I only crossed the street and traveled 3 blocks to my home. I did not run over any holes on this very, veryshort trip to my house. They would not issue a refund.

  Business response

  12/13/2023

  Customer came in on 10/11 for 4 wheel alignment that was requested by customer. The alignment was completed as requested and based on the alignment results a recommendation was made to the customer for suspension work to be able get his vehicles alignment back into factory specifications. The estimate was sent to and viewed by the customer. According to our system the customer reviewed the recommendations multiple times based on the attached timeline. No further work was approved or completed by the customer. 

  On 10/17 the customer returned for further diagnosis on his car pulling left. At that time a ********** Technician inspected his vehicle and made several more recommendations based on alignment results, perfomance and condition of vehicle. Customer declined any recommendations at this time to perform any repairs that would correct his alignment issue. 

  Customer response

  01/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisf with this resolution.]

  On 10/11/23 I told an Andy Mohr Kia  representative that my car was pulling to the left , he gave the car to *******************. He  performed a Kia ******* multi point inspection report. And verbally stated to me that an alignment would solve the problem. They performed the alignment and I believe test drove it and said everything was working fine. I live  across the street from the dealership I drove across US 36 into my respective neighborhood the next morning when I drove the auto it was again pulling to the left, as if the alignment had never been done took it back to the dealership the next day and told them the alignment failed. they said they did a multi port inspection and I needed thousands of dollars worth of work done on it before they could align it., if I needed extra work to be done on my vehicle before the alignment, they should have told me ahead of time they did the (multi point inspection)  before they performed the alignment then after the fact they wish to  do it again and said now I need  thousands of dollars worth of work done before they can  ****************** they shouldve told me (this fact in the first place ) and I wouldve had the choice of doing the alignment or not..but they said nothing... I insist they need to refund my $160 for the first faulty alignment on the attachment you can see they performed a multi point inspection and they still did the original alignment 
  
  Regards,
  
  *****************************

  
  

  Business response

  01/04/2024

  As stated in the previous response the customer was made aware of suspension issues as a result of the alignment. The customer was made aware and reviewed the recommendation based on the alignment results. Alignment adjustments are made in tenths of a degree and issues found during alignments are usually not able to be visually seen. Only when adjustments are made to there maximum adjustments and the vehicle is still out of factory specifications does it indicate a part issue. In this case the front struts were recommended.

  The customer returned to have further evaluations on the suspension in which a ********** Technician fully analyzed the vehicle suspension. At that time the technician made recommendations based on the items identified in the alignment, condition of parts, and future needs based on condition. Another alignment would need to be completed after this work is completed.

  Andy Mohr Kia would be willing to wave the charges for the post repair alignment if the customer decides to have repairs completed at Andy Mohr Kia.

  Customer response

  01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  I have paid another ************ for my alignmentI only wanted my money back for an alignment that did not work. (160.00) 

  I stand by my previous statements  they lied and continue to lie. Its not worth me, taking them to small claims court. I will also let this be known on other media outlets such as Next Door and various Veterans Publications also  Kias Home Office.

  I do wish to thank the BBB for their service as far as I am concerned this issue has not been resolved, but its not worth my time to  continue.
  
  *****************************

  
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/21/2023 I had been shopping for a minivan due to just having our 3rd child. Went to Andy Mohr Kia (with my husband and our newborn) to test drive a Certified pre-owned 2021 *** ****** listed for $26k. The salesman distracted me the whole test drive, but the van itself drove well. I mentioned to ***** (my salesman) that I wanted a warranty because I do not buy used without one. He then told me the *** extended powertrain warranty would cost $1400. Little did I know that certified pre-owned vehicles already came with the extended powertrain warranty and also a 12 month platinum warranty. So in all the newborn chaos I asked them to settle on $27k (taking $400 off warranty price - that was already included in the price). The ** came out with the salesman and acted like my request was INSANE but said ok let's do it. I put 7k down and went to leave with the van and the passenger sliding door locked shut and would not open. Someone came out and fixed it and said if it happens again to call and it would be fixed no questions asked. As I spent more time in the van the next day, I noticed water marks on the headliner - maybe water damage - above all 4 windows, a sunshade was broken, the lift gate does not shut properly every time and will set the panic alarm off, and the passenger door locks shut about every 5th time you close it. A vehicle with these issues should not have been "certified" in the first place. I contacted the dealer to return the vehicle 16 hours after the purchase and *** said that was not in their "policy." They offered to fix my concerns or trade me into a different vehicle only to pay MORE money. They would not negotiate a different van with me to trade evenly with a warranty as I had already purchased. So the **, ***, looked me dead in the eyes and sold me a $1000 powertrain warranty that was ALREADY configured into the sales price of the vehicle. Since then, my salesman mysteriously no longer works there anymore. They did not give me any paperwork stating I purchased an extra warranty. So on paper, it looks like I walked into a dealership and offered them $1,000 more than what they were asking. I have requested my $1000 back with no reply. They also told me the **** $299 fee was not optional, which I have found IS optional. I since left a ****** review of my experience and the General Manager contacted me to tell me he was no longer willing to fix the issues with my vehicle.

  Business response

  08/09/2023

  After discovering that ************* was not happy with the purchase she made, we offered to trade her out of the van into a different van or address her concerns on the current van.  We offered her $27000 for the van as a trade, and she paid $27000 for the van.  The second van was slightly more expensive and did not have the option to add a certification because it was a Chrysler product.  We offered her the same payment on the second van but were not able to include a warranty at the same payment.  All the terms were fully disclosed and ************* agreed to the terms.  

  After completing the purchase, she mentioned stains on the headliner, a broken retractable sunshade in the second row, and an issue with the door.  When she came back to look at the second van we showed her how the doors worked and there were no issues.  We also agreed to remedy the headliner stains and replace the sunshade at our expense. 

  After offering to pay her what she paid for the first van or to address her concerns with the current van she purchased, ************* proceeded to leave very negative reviews online and mentioned exploring legal options.  At that time we chose to stick with the original agreement we made.  

  We are willing to refund ************* for the Etch charge of $299 in hopes of resolving this complaint.

  Customer response

  08/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I agreed to purchase the van for $26,000 with an added warranty of $1000 because I was unaware that CPO vehicles already came with the warranty. I was taken advantage of. The van they wanted to trade me into was listed for $26,000 and they wanted to trade even. I respectfully declined. They then offered to fix my issues with the original van. I then discovered I over payed for the vehicle ($1000) and expressed my concerns to the *** He did not provide me with any receipts for the $1000 warranty I bought (because it was already included with the vehicle). I then wrote a review of my honest experience with the dealership. The ** saw my review and then refused to fix my vehicle or have any other contact with me. This is wrong on his behalf. My van's rear sliding door still gets locked shut and will not open (of course it did not present itself while at the dealership the second time). At this point, I do not trust to take my vehicle to this dealership to have them fix my concerns. I would like my $1000 back from the "warranty" I purchased as well as the **** fee.
  
  Regards,
  
  *******************
  

  Business response

  08/11/2023

  I've attached the communication between myself and **************   We clearly attempted to address her concerns with the van she purchased.  We also went to get a van from our Chrysler store for her to look at as a possible replacement (see email #7-10).  We offered ************* $27000 for the van as a trade, and she paid $27000 including the Certification.  Everything was going smooth until she was notified that we were not able to sell her the second van for the exact same payment and include a service contract (see email #**).  She then became hung up on $1000 for the warranty that she paid for on the first van (see email #**.  My repeated question to her was how is she losing that $1000 when we are paying her $27000 for the van.  I am sorry we were not able to work something out as we made good effort to come to an agreeable and fair solution.  

  Customer response

  08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The point is that the van I purchased was advertised as already certified for $26,000. They then sold me a CPO "warranty" for $1000 that was already included in the advertised price. I would not have agreed to the terms if I had been informed of this. I was cheated out of $1000 and a fair decision to purchase the vehicle. I was not willing to pay more money for a different van because the original van was already out of my price range. Deciding to not fix the safety concerns, at least, because of an honest review is wrong. I would like the $299 ETCH fee to be refunded and to be rid of this awful experience.
  
  Regards,
  
  *******************
  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new 2023 Kia ***** from Andy Mohr Kia on Monday, June 12. Later that evening after looking at my purchase agreement and financial documents, I noticed a $299 ETCH fee that I was unaware of what this was and why I was charged for it. After looking at my documents, I noticed an anti-theft warranty for $299 was sneakily added to my purchase price without my knowledge. Now while I did find this $299 warranty document among my signed documents during my meeting with the finance manager, this warranty was never specifically explained to me at any point during the buying process as I would have declined it if it was. I emailed the sales manage, *******************, the following day (Tuesday) and he called me back. He tried to tell me that this fee is added to all cars at all ***************** dealerships. I then asked him why it could be declined as that is an option? He told me that he was unaware that the warranty could be declined. I told him that if I was told what this warranty was, I would have definitely declined it. At this point, I asked him to cancel the warranty and refund my money. He said that was not possible. He then said he would have to call me back. After calling me back, the only resolution he offered was for me to return the purchased vehicle and get a refund. I said is that the only option at this point? He said it was. I said I would think about it this evening and let him know if I was going to return it. I wasn't going to after paying over $24,000 for the car.

  Business response

  06/23/2023

  ************* was presented a price of $22110 plus $199 Doc, Etch, Tax, and Title which came to $24221.81.  The store agreed absorb the cost of floor mats at these figures.  ************ called back a day or two later questioning the figures most specifically the $299 etch charge.  At that time we offered ************ to bring the vehicle back for a full refund if he was not happy with the overall deal.  ************ was supposed to call us back and let us know what he decided to do.  He did not call back but instead filed this complaint.  I've made a couple phone calls and sent an email to *************  I am awaiting his return phone call to see what we can get resolved on this.

  Customer response

  06/26/2023

  Better Business Bureau:

  I received a check in the mail today from Andy Mohr Kia dated 6/23 in the amount of $319.93 which is a refund of the etch fee and sales tax. This is the resolution I was seeking as it was a deceptive practice to add on the etch fee without making me aware of this charge and explaining to me that I had the option to decline this unnecessary warranty coverage. Also, the floor mats were not a condition of the sale with the etch fee. I was willing to walk out of the dealership and told them I would take a couple of days to consider the offer. Of course, they started their sales strategy after this and the sale manager tried his what is it going to take to get you to buy this car today routine common with car dealerships. That is when I said that since it has no floor mats as a standard option that if they added them, I would purchase the car. Although I am greatly unsatisfied with this company's business ethics and deceptive sales techniques, I chose to keep the car as it was my son's first car and I was not going to disappoint him by telling him that we had to return the car to the dealership. However, since the dealer has refunded the warranty to me, I consider this issue resolved to my satisfaction. In the future, Andy Mohr Kia and all ***************** dealerships need to properly disclose this unnecessary warranty coverage to potential customers and explain to them in detail that this can be declined and it is not a prerequisite to purchasing a car. Thank you for your assistance.

  Regards,

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

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new 2022 kia ********* from ***************** in July 2022. I have a ******* mile warranty. I currently have ****** miles on the vehicle. About 3 weeks ago the wireless charger in the vehicle stopped working and charging my phone. I made an appointment to have it repaired. I get to the dealership and was told it would be $160 for a diagnostic. For a vehicle that is covered under warranty I should not have to pay anything out of pocket for anything that stops working in a brand new car. I've had 7 brand new vehicles and have never had to pay for them to diagnose the issue.

  Business response

  04/21/2023

  We have to notify customers of a possible diagnosis fee.  There are instances where the issue the customer is having will not fall under warranty.  These cases are rare, however we try to communicate all possible outcomes upfront.  We will reach back out to our customer and provide further clarification.

  Thank you

  Customer response

  04/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I would like to know how to obtain a copy of the warranty. I'm not willing to pay for an electrical issue on a brand new car. Furthermore I waa not made aware of the $160 charge when the appointment was made. It wasn't until I got to the dealer that I waa told this. So that was not upfront. 
  
  Regards,
  
  *****************************

  
  

  Business response

  04/25/2023

  If this issue is deemed by *** to be a warrantied repair the customer will have 0 out of pocket expense and the repair will be completed.  If the repair is deemed by *** NOT to be a warrantied repair, Andy Mohr Kia will cover the diagnosis charge of $160 and the cost for the repair will be the customers responsibility.  

  Instances where the warranty will not pay for the repair include but are not limited to, damage resulting from impact, rodent damage, water damage etc. 

  We do not expect to have any issues with this being covered under warranty but we have no way to know until we have the vehicle and diagnose the issue.  

  Warranty information is available at kia.com

  We really hope this resolves this complaint and we can move forward with diagnosis.

  Thank you!

  Customer response

  04/26/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see Attachment *Velsoter

  Business response

  04/18/2023

  This issue was not present when ****************** purchased this vehicle.  Even though the vehicle was sold "AS-IS" we paid for a good portion of the repair suggested by ************************  Customers purchasing vehicles this old with this many miles have to assume risk when they decline to purchase a service contract.  We are willing to try and trade ****************** into a more reliable vehicle but we are not able to provide him a full refund.

  I have attached documents showing the vehicle was clearly sold AS-IS along with his signature declining service contract coverage on the vehicle.

   

   

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jan 5th looked at 2016 ***** Premier finding the engine oil was 12 percent life n was told the oil would be changed prior to purchase even though changed two weeks prior to me looking at it. I then proceeded to open the hood to check the oil n noticed an oil spray over the plastic cover and brown residual oil staining covering cable covers. Checking the oil it was low n dark n I was told that there's a to do sheet where my concerns would be fixed prior to purchasing. I pursued to look under the vehicle noticing alot of oil on the oil pan n stated well hopefully not an engine issue like a gasket but maybe the oil plug is the culprit stating that Id like this also to be addressed that if the oil spray above is due to anything like a gasket Id need it repaired but hopefully thats not the case. I stated many times of the concern of the low ********* spray over the top of the engine during the paperwork n with my salesman that there definitely is something wrong with the engine stating that's not normal having low oil or oil on top of the cover and if a gasket or piston rings being repaired is a big ********* be like new again so why not purcahse ****** was again being assured that it'd be diagnosed n fixed even during signing being assured the to dos will get done. Jan 9th delivered n 6 pm I started the vehicle approximately 10 min n noticed smoke coming from the muffler I called sales ******* explaining and gave videos. He stated that I was out of the vehicle and later stated not to be surprised if the money comes out of your account but that you'd be refunded directly. Now Jan 15th and no need for car and was demanded from ******* money for delivery even though web says **** to your door 150 miles. Im 66. I give him 50 n argues 120 for delivery of car that smoked and then days after that calling management finding the title could be in my name! The car even now is in their possession and still no response from anyone on my refund!

  Business response

  01/31/2023

  *************** was refunded in full.  The refund check was cashed and cleared our bank on 1-25-23.

  Tell us why here...

  Customer response

  02/01/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  09/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/18/22 I went to ******** in **** to purchase and sign paperwork on a new car the dealership called me and told me they had ready for me. I showed ** in between the hours of 5;30-7pm on 8-18-22 and signed paperwork then drove off with my new car and left my old car as a trade in. I went to the *** to register my car a week later and they told me they have not received anything regarding a car for me. Well I waited to go back and went back to *** and they said they still had nothing. Now a month has passed and my 1st car payment is due on 9/19/22. Ive called the dealership over 4 times and no one answered on 9/17/22. So after no answer I showed ** in person. I told them I cant make the payment because I cant find it - I even called *** financial before showing ** in person and the customer service lady from *** finance said there is no new car or loan on record for my SS# and that they paid off my trade in. In person on 9/17/22 The finance manager told me the contract just got there on Saturday and the contract didnt go through. They didnt leave a reason why it didnt go through. He said its a normal thing and not to worry about it. He told mehe will call to get it fixed on 9/19/22. He said this happens all the time and they can collect my payment before the contract gets approved so Im covered and they will apply my payment after the loan gets approved. Well they already paid off my trade in car, then gave me this new car. However did not give me a temporary paper plate and now the contract didnt go through before I even sold them my car and drove off the lot with a new car? It doesnt sound right to me.. my old car wasnt even on the lot anymore. Now I have a new car I will probably have to give back and be stuck with nothing. Im a single parent with 2 kids and gambling with the thought of no transportation next week. It does not sit easy in my head that this is happening and Im nervous. I hope no one else has gone through this before.

  Business response

  09/20/2022

  We spoke with the lender and the loan is being processed.  We also spoke with ****** and the issue has been resolved.  

  Thank you

   

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last July, our vehicle was not properly diagnosed the first time we took it to the Andy Mohr Kia about the overheating and loss of antifreeze into the exhaust system along with a gurgling noise behind the dash. The next month, we took it back another time for the same thing. This time, and weeks later, they diagnosed it with a damaged block. It had to get a new engine. It was a manufacturer's warranty item, so first we were told they aren't manufacturing our engine any longer, then we were told that the engine that came in was a short block. Everyone preferred that a long block be installed. Eventually, and nearly 8 months later, the long block for a 2 wheel drive and not the all wheel drive vehicle like our 2015 Sorento came in. They assured us that the engine parts for the 2 wheel drive and all wheel drive were identical, so they installed it We were without our vehicle or a rental for more than 7 months. We finally got a rental the last month. Please see the attached letter to get further details and copies of all of our receipts for expenditures as a result of our *** not being operable and in the repair shop for this extended period of time. We would like our expenses to be reimbursed and our new engine to be warranted through a bumper to bumper warranty extension of 3 yr/36000 miles.

  Business response

  05/10/2022

  After the vehicle was diagnosed and parts were ordered there was a lengthy backorder of parts from **** Backordered parts were upgraded to the highest level through **** The parts supply chain issue is not a problem that Andy Mohr Kia is able to resolve. Repair was completely covered under ***** powertrain warranty and there was no charge to the customer for any repairs related to the failed engine. After the customer spoke to the service manager about an alternative transportation a rental was arranged through *** and provided for the customer at no charge. Rental vehicles from *** are not guaranteed to be provided to customers as part of warranty repairs. The service manager worked with *** in obtaining correct parts for the vehicle to resolve the issue as quickly as possible. Ultimately a part resolution was found and a new engine was emergency ordered from *** and installed in the vehicle upon arrival. 
  

   

  The delays are unfortunate, but Andy Mohr Kia is not responsible for any of the customers obligations on their vehicle while it is in the shop for repairs.

  Customer response

  06/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  

   

  There are two issues.  The first is that when the service representative was asked about a loaner or a rental vehicle the second week the vehicle was in the shop, he said that they did not have any loaner cars and that warranty would only cover a 5 day rental which at that time was apparent would not cover the extent of the time needed to complete the repair.  It seemed pointless to get a rental for only 5 days. It took weeks to get a diagnosis.  After that, at no point did the representative inform me to contact the Service Manager or anyone else to arrange what appears to be permitted by *** ******* approximately $40/day for a rental for the duration of the time needed to complete the repair.  As a result of not getting a loaner or a rental car, an alternative vehicle had to be used, repaired, and maintained for the duration of approximately 9 MONTHS putting nearly ****** miles on that vehicle.  At the point they diagnosed the issue, someone should have directed us to contact the Service Manager or ******************** again, however, when they had been contacted prior, they directed us back to the dealer to check on the status of a loaner or rental.  We felt like each was passing the buck and neither addressed the issue until nearly 7 months into this repair when I physically went in to the dealership and demanded assistance.  Perhaps it is not the dealership who should be making this right, but they certainly contributed to this scenario by informing us of only a 5 day rental which was NOT TRUE. Once I demanded assistance, I learned that *** would pay up to $44/day for a rental.  *********** Manager did help get the rental car set up for the final month or so of the repair.  The dealership has the ability to help resolve this or to at least influence the manufacturer to make things right and compensate us for the amount that they would have otherwise been paying in rental fees or reimbursing us for our actual expenses incurred on the alternative vehicle we had to use while our *** ******* sat outside in the weather on the dealership lot the entire winter with nothing under its hood.  

  The 2nd issue is that they should be warranting the new ****** they installed beyond the 10 yr/100,000 mile bumper to bumper warranty we purchased at the time we purchased the vehicle.  Again, I have seen class action lawsuits now regarding the *** ****** issues where *** is providing lifetime warranty on the new ******s being installed.  It would be appreciated if they would consider at minimum 3 yr./36000 mile bumper to bumper coverage which they sell right there at the dealership.

  Regards,
  
  *************************

  
  

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************** SOLD ME A VEHICLE THAT DID NOT HAVE A PRODUCT IMPROVEMENT CAMPAIGN #**** UNDER CALSS ACTION SETTLEMENT DONE ON MY VEHICLE. IT WAS ***************** RESPONSIBILITY TO ADD THIS TO THIS VEHICLE IN 2018 OR THEY WERE AWARE THIS MAINTENANCE HAD NOT BE PERFORM, SO ***************** SERVICE DID THE MAINTENANCE IN MAY OF 2020 AND SOLD ME THIS VEHICLE IN JUNE OF 2020. THE REASON I AM FILING MY COMPLAINT NOW IS DUE TO ME JUST FINDING OUT ABOUT THE OIL CONSUMPTION ISSUES. WHEN MY VEHICLE STARTED CONSUMING IMMEDIATELY AFTER MY REGULAR OIL CHANGES MY VEHICLE BEGIN TO BURN EXCESSIVE OIL TO THE POINT I NEEDED OIL CHANGES BETWEEN OIL. I CHANGES. *** ******** ************** MY CASE#******** ARE AWARE OF THIS ISSUE, BUT CHOOSES TO NOT DO ANYTHING TO HELP THE CUSTOMERS THEY HAVE SCREWED OVER. I WOULD LIKE THIS INFORMATION TO GET OUT TO PEOPLE AND STOP DEALERSHIPS FROM SELLING THESE DEFECTIVE VEHICLES TO CUSTOMERS. OVER THE WEEKEND MY CAR SHUT DOWN. I WAS TOLD IT WAS MY ENGINE. I HAD MY VEHICLE TOWED TO ***************** AND THEY TOLD ME THEY WILL NOT BE ALBE TO GET TO MY VEHICLE UNTIL MAY 1ST 2022. I AM WITHOUT A CAR NOT WAY TO GET TO WORK OR MY DAUGHTER TO SCHOOL ***************** REFUSES TO GIVE ME A ***** WHEN THIS IS NOT MY ISSUE. THIS IS ***S AND ***************** ISSUE FOR STILL SELLING THESE VEHICLES TO CUSTOMERS. *** ******** ****** THEY WILL PUT A NEW ENGINE IN THE 2017 *** SPORTAGE, BUT NOT UNTIL THE ENGINE LOCKS. WHICH DOESNT MAKE SENSE, BECAUSE I HAVE BEEN ASKING TO HAVE MY ENGINE REPLACED BEFORE THEN. *********** ON ************* ************, ** IS AWARE OF MY OIL ISSUES, BECAUSE THIS IS WHERE I GET MY REGULAR OIL CHANGE. THEY EVEN SENT AN EMAIL TO *** ******** ASKING THAT THE ENGINE BE REPLACE AS GOOD FAITH AND *** ********S DECLINE STATED IT WAS OUT OF WARRANTY. MY CAR IS OUT OF WARRANTY, BUT NOT THE 150,OOOMILES WARRANTY FOR *** TO REPLACE MY ENGINE WITH A NEW ENGINE. I PURCHASED THE VEHICLE FROM *****************, BUT I HAVE ALL MY OIL CHANGES DONE AT RAYSKILLMAN WHICH IS CLOSE TO MY HOME.

  Business response

  05/24/2022

  I am not seeing a customer in my database by the name of *********************************.  I, therefore, cannot look up the information regarding her complaint.  Is it possible that it may be in somebody else's name?

   

  Please advise.

   

  Respectfully,

   

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

  General Manager

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

  Customer response

  05/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  My complaint is against Andy Mohr Kia in ********.  Could you forward th complaint to ANDY Mohr Kia for a response.  Im not sure why this went to the  *********************************.  I purchased my vehicle from Andy Mohr Kia.  I own a Kia *******************************************************************************

  Business response

  05/27/2022

  Prior to the customer purchasing the 2017 *** ******** in June 2020 all recalls were checked and completed, including Product Improvement PI1802 that was completed on May 27, 2020. PI1802 is a campaign by *** that activates an engine ******** extension for main bearing failure. The ********* ******** extension that was activated does not cover oil consumption. Currently there are no ******** extensions or recalls for oil consumption. Unfortunately, loaner cars are not available at this time due to vehicle shortages. If a repair is covered under a *** ******** or recall *** will provide a rental car to the customer but only after it is diagnosed. 
  At this time we would need the vehicle here to perform further diagnosis. If *** determines the vehicles failure is because of main bearing failure then engine replacement would be covered under the ******** extension.

  Customer response

  06/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I do not agree with Andy Mohr Kias response.  ***************** should never have sold me this vehicle.  As I mentioned when I contacted *** ******** regarding the oil consumption issue and my engine failing.  Their response to me was I did not get the product improvement campaign #**** which came out in July of 2018 done to my vehicle until May of 2020 which was explained to me had something to do with the ***s engine issue.  I explained to the *** representative at that time I did not own the 2017 *** ******** vehicle until June of 2020 when ***************** passed the engine issues on to the customer (me)!
  The 2017 *** ******** I purchased from Andy Mohr Kia was in operation from 2018 until May of 2020 without the product improvement campaign#**** completed on this vehicle. ***************** mentioned this had nothing to do with the oil consumption or the engine failing issue, but it had everything to do with the issues which is why *** ******** notified all *** dealerships in July of 2018 of The class action settlement to help the performance of the engines!

  Im not concerned with the way Andy Mohr Kia treats their customers by not giving out rentals for issues with the vehicles they sell to their customers.  Theres a quick resolution for this to not purchase from ***************** again.  Word of mouth serves a lot of purpose when dealing with businesses like this!

  Regards,
  
  *********************************

  
  

  Business response

  06/03/2022

  To whom it may concern,

   

  We have given all of the guidance we are able to provide at this point.  All recalls were performed when the vehicle was in our possession.  We are not responsible for any maintenance on a vehicle prior to us owning and selling it.  The vehicle was inspected and performed as it should for well over a year while in Mrs. ******* possession.  The issues she is experiencing were not present at the time of purchase.

   

   

  Customer response

  06/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ***************** have not given all the guidance they could give.  They are avoiding responsibility as they has always done! All the recalls were not perform while the vehicle were in their possession.  The product improvement campaign #**** were sent out in July of 2018 ***************** DID NOT performed this product improvement (engine control unit upgrade) until May of 2020 right before they sold this vehicle to me in June of 2020. As I mentioned before the vehicle they sold to me had been in operation from July of 2018 until May of 2020! I'm not sure where ***************** is getting their information that my vehicle was inspected and performed as it should for well over a year as it should, but that a LIE!  This vehicle has never performed well, but any issues I had when I would call ***************** were always told this is the way the vehicle runs.  The issue I'm experiencing were always present it just got worse.  Again ***************** and any other *** dealerships SHOULD NOT be allowed to sell the 2017 *** ******** that are under the class action lawsuit settlement to AT ALL! It's a disservice to the public to do this!  *** was and is aware of the oil consumption issues with the vehicles!  They were aware of this issue when the vehicle was sold to me!  As I mentioned there were small issues that were connected that led up to the issues of the oil consumption and engine failure!  There is nothing ***************** can say to make me think they were not aware this vehicle were not showing early signs of engine malfunctioning and oil issues! Which make even more sense why they never produced the carfax at time of purchase. My issue is I trust dealerships at their word and I have never had any issues with any one lying to me until now. ***************** is refusing to take responsibility for selling me a POS! I'm going to hold ***************** and *************** accountable for continuing to sell these defective vehicles to customers!  I am not satisfied with ***************** response!
  
  Regards,
  
  *********************************
  

  Business response

  06/07/2022

  The 2017 Kia ******** referenced in this complaint was purchased at auction by Andy Mohr Kia on 5/18/2020 and offered for sale on 5/22/2020.  I've attached the Carfax that confirms this.  The Carfax also shows the maintenance performed on 5/27/2022.  In addition to the Carfax, I have also attached the records of the recalls being performed on 5/27/2020.  ***************** services her vehicle at a different Kia ********** not owned by *****************.  I suggest she direct future complaints to the company that has done the maintenance and service on the vehicle for the past two years.  She can also take this up with the manufacturer of the vehicle by calling ************. 

  The accusations ***************** is making against Andy Mohr Kia are not valid and are misdirected.  

   

  Thank you

  Customer response

  06/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Now ***************** has a carfax, but when I was purchasing the vehicle there was no carfax available. I dont have anything to do with where ***************** purchased this vehicle.  The July 2018 class action settlement engine control unit upgrade was NOT done on this vehicle until ***************** received it in May 2020. Again this vehicle was in operation from July of 2018 until May of 2020 without product improvement campaign #**** engine control unit upgrade done! Im not sure what maintenance performance ***************** is referring to that was done on 5/20/22.

  There is *************** that says a customer has to take their vehicle to be service only where they purchased the vehicle.  It doesnt matter where I take my vehicle to be service after you sold me this POS! It is still a Kia *********** They only reason ***************** is now bringing up that I take my vehicle to a different dealership to be serviced is to shift blame to another dealership that had absolutely nothing to do with the vehicle ***************** sold to  me!

  I dont need ***************** giving me any advice on who to file a complaint against! ***************** needs to take responsibility they sold me this lemon and stop trying to blame others. Why would I file a complaint against the manufacture or the dealership who was changing my oil?  It makes no sense! Im not making any accusations against ***************** these are ***** and the ***** are directed appropriately that ***************** knowingly sold me a lemon with early signs of engine issues.  ***************** needs to stop selling 2017 Kia ********* to its customer. Its a disservice to customers and ***************** has no loyalty to its customers. I stand behind my complaint against *****************! 

  
  
  Regards,
  
  *********************************

  
  

  Business response

  06/13/2022

  *****************,

   

  If you can get your vehicle to our service department, we can diagnose it and quote you what it will cost you to fix it.   We can also appraise it, and provide you with an offer to sell or trade it.  

  Customer response

  06/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ***************** has gone back and forth with me about a vehicle I purchased that is under a class action settlement!  ***************** sold me this vehicle in June 2020 knowing the Performed engine control unit upgrade was not done in July 2018, because the did the upgrade in may of 2020. As I already mentioned numerous times this vehicle was in operation from July of 2018 until May of 2020 without this upgrade completed  which *************** has sent out a notification to ALL dealerships regarding this in July of 2018.  The predicament I have been put him has financially drained me waiting around on ***************** and/or *************** to take responsibility for their issue!

  I do not want ***************** to diagnosis this vehicle they sold to me then pass the repair **** on to me to pay. When I purchased this vehicle from ***************** I had no ideal there were an engine issue with this vehicle consuming oil that would ultimately lead to engine failure, but Andy ************* aware (the notifications received from ***************), because ***************** quickly completed the upgrade in May 2020 then sold the issue to me!

  I do not want ***************** to appraise my vehicle and give me an $8000.00 appraisal when I owe $14,000 on this vehicle. I would not and do not trust this vehicle even if ***************** decided to pay for the repairs (I know there is no chance ***************** would ever pay for the repairs) , because replacing or patching up an engine only leads to other mechanical issues I don't want to deal with! I've been through enough trying to get ***************** and/or *************** to take responsibility for this vehicle!  can buy back this vehicle, because I need a reliable vehicle I can trust transporting my family in.  The car sales market is horrible and purchasing a new or fairly new vehicle is very costly! 

  So I would need for ***************** to buy back this POS vehicle they sold me and not with an appraisal, but the $14,000 owed, pay for the 10% **** up that are on vehicles and give me back the money I have paid into this vehicle to put toward another reliably vehicle.  I need to be put back in the position I would be in today had this vehicle engine not failed! I had planned on refinancing my home and paying this 2017 Kia ***************** this year!  My plans have changed since the engine failed, because I don't want to pay off a vehicle that will definitely have future mechanical issues I will not be able to afford to have repaired.  This engine failing has put me in a financial bind, had my under mental and physical stress, this has basically altered my future plans dealing with ***************** and ***************s problem!

   

   Regards,
  
  *********************************

  
  

  Business response

  06/17/2022

  We are sorry that ***************** is declining any avenue we have offered to help her navigate this situation.  Tell us why here...

  Customer response

  06/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The BBB is stating they are sorry ***************** is declining any avenue ***************** have offered to help navigate this situation, but BBB is not mentioning also that ***************** is declining any avenue I have requested to help navigate this situation.  The only avenue ***************** is offering is I pay for the repairs for my vehicle.  My original complaint was ***************** sold me a vehicle that was under a class action settlement started in July 2018. ***************** did not perform the engine control unit upgrade in July of 2018 when *************** sent out the notices, but performed this upgrade to the engine in May of 2020, so this vehicle had been in operation from July 2018 without the required maintenance needed for the vehicle to perform at its best. When ***************** sold me the vehicle in June of 2020 the engine issues were passed onto me the customer.  The engine failed ***************** refuse to take responsibility on repairing the vehicle, but wants me the customer to be financially be responsible for the repairs to their vehicle issues. ***************** offered to appraise my vehicle for what? so they can offer me a low ball appraisal lower than the amount owed on my vehicle.  This is not my issue it is ***************** and Kias issues. The 2017 Kia ******** needs to be taken off the market, so this will not keep happening to customers.  This is not fair to customers who are being sold these defective vehicles and then being left financially responsible for the repairs.  Please add my comment on your web page along with the comment you are putting in favor of *****************.  ***************** declined all offers I submitted to help resolve this resolution as well.  ***************** was not willing to resolve this issue, but at the expense of the customer which is not fair, because this engine issues is Andy Mohr Kia and *************** issues!

  BBB when you put in you resolution can you make sure you let the public know that ***************** declined all my offers for a resolution to their issues not just mentioning I was declining all their offers, because they declined all of my offers as well.  I know the BBB have businesses that donate (charity) and I hope this is not influencing your decision to close my case and mentioned in favor of the business.
  
  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. ↩