Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 10, 2025, I brought my KIA in for scheduled maintenance for a tune-up, for which I arranged an appointment approximately two weeks prior. So today was the appointment and the agent informed me that I must return it in three weeks, as the parts had not been ordered. I was quite distressed. You were allotted two weeks to prepare my vehicle the tune-up. I am 88 years of age, and the weather is cold and damp. I had been observing my automobile parked in the open for approximately one hour. Repair teamed return to inform me that I must buy parts upfront and pay for the vehicle repairs in advance, despite my car not being repaired yet. I was already upset about the $430 charges for a tune-up which appeared excessive. I contacted my daughters, who subsequently reached out to management. Management arrived shortly and provided me with my keys explaining that my car had been fixed and that there had been a misunderstanding. However, I feel that my car was never fixed my car has never been housed in a garage and had remained outdoors awaiting service. I feel that I was scammed by the dealership as an elder of 88

  Business response

  01/15/2025

  Mrs. ********* was provided an estimate one week prior to the repair on January 3.  Repairs, to the dollar estimate, were performed on January 10 while she waited.  She was mislead briefly by a service advisor (since fired) but then the Service Manager quickly intervened and made the situation right.  The car was fixed in a timely fashion.  My Service Manager told me that Mrs. ********* hugged him on the way out.

  $438 for a tune-up on a 2017 Soul is very reasonable.  The tax is $43.

  In regards to the charge of elder abuse, I have been a dealer in Lake Charles since 2008 and never heard that one before. Out of politeness, no further comment.

  Mrs. ********* has only brought her vehicle in for repairs approximately 3 times at extended intervals.  The tune up was needed and the technician will testify to that.

  An estimate was provided ahead of time and Mrs. ********* knew what the charge would be.  She chose to proceed with the repairs and the services were rendered.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/20/24, while my daughter was driving my 2023 Kia Sportage Hybrid (approx. 16K miles), there was a sudden loss of power with a message of “Check Hybrid System-Stop Safely” warning. The vehicle went into limp mode only traveling up to 13mph posing a serious safety risk. After towing to Kia of Lake Charles, where it was purchased, my daughter left her contact information in the dealership’s drop box as I was out of state with limited cell service. After receiving no communication from the dealership for several days, my daughter contacted Kia Customer Service on 10/24/24 who reached out to the Kia of Lake Charles on multiple days to get an update. On 10/31/24-my daughter contacted Kia Customer Service which still had no response from Kia of Lake Charles from thier inquiries made on 10/24. 10/25, and 10/30. Once I returned to Louisiana, we visited the dealership. ******* from the service department could not locate the vehicle in the system. The Service Manager, ****** *********, overheard the conversation and then retrieved the envelope my daughter dropped off and attempted to hand the keys back without service being done to a vehicle that would not start once the vehicle is cut off. The vehicle remained unattended and unserviced for 10 days without any communication by email or phone to myself, my daughter, or Kia Customer Service. It arrived on 10/20/24 and was not checked in until 10/31/24.

  Business response

  11/07/2024

  The vehicle was not purchased here.  It was purchased in San Angelo, TX.  Kia of Lake Charles serviced the vehicle in the past.  Subsequent to that servicing, the customer has initiated litigation with Kia Motors, America and Kia of Lake Charles.  Kia of Lake Charles will not conduct business with someone who is suing us.

  Customer response

  11/08/2024

  
   I am rejecting this response because:

  Kia of Lake Charles' response is not factual. 

  Part one of their response-

  "The vehicle was not purchased here.  It was purchased in San Angelo, TX.  Kia of Lake Charles serviced the vehicle in the past."
  Please see attached  paperwork showing the vehicle VIN #  ***************** that was towed into Kia of Lake Charles on 10/20/24 and was not serviced until 10/31/24- whic* was 10 days later was my vehicle that I purchased from Kia of Lake Charles on 5-25-2022  and *** ***** was the salesman on the attached purchase agreement.

  Action: Requesting documentation to this claim and requesting again that Kia of Lake Charles respond to the initial complaint referring to the vehicle that was purchased from them -Explanation of lack of action of not servicing the car purchased from the dealership for 10 days and reason the dealership did not respond to Kia America in thier 3 attempts on 10/24/24, 10/25/24, and 10/30/24 to get an update on the vehicle.
  
  Part two of their response-

  "Subsequent to that servicing, the customer has initiated litigation wit* Kia Motors, America and Kia of Lake Charles.  Kia of Lake Charles will not conduct business wit* someone who is suing us"
  I have not initiated any litigation wit* Kia Motors, America and Kia of Lake Charles. 

  Action: Requesting documentation to this claim and requesting again that Kia of Lake Charles respond to the initial complaint referring to the vehicle that was purchased from them.

  Additional info for BBB: 

  My daughter’s vehicle  (VIN # *****************)  was purchased from Kia of San Angelo and has the same safety issues and that vehicle has been in the service department 4 different occasions for the same issue.  
  There have been some letters back and fort* however there is no current and/or past litigation. She is currently working on a resolution wit* the BBB Auto Line for closure.  Case # **********. 

  It appears at the beginning of this situation, Kia of Lake Charles accidentally mistaken my car for my daughter’s vehicle. Now it seems they are purposefully mixing them up. Bot* responses are inaccurate and I request that they respond and reference only this vehicle only and not referencing the vehicle purchased from Kia of San Angelo.

  Attached: 

  Service Visit at Kia of Lake Charles when they checked in the vehicle 10-31-2024- VIN # *****************.
  Documentation showing myself and my wife as owner of the Sportage purchase from Kia of Lake Charles on 5-25-2022 wit* VIN # *****************.
  Documentation of  title of the vehicle in the names of *****  and ******** * ******.  
  
  Documentation showing my daughter is the owner of the Sportage purchased from Kia of San Angelo, Texas on 5-21-2022 wit* VIN # *****************.
  Documentation of current status of claim working wit* BBB auto Line for a resolution  wit* VIN # *****************.  
  

  Business response

  11/12/2024

  Mr. ******** Kia Sportage was towed into Kia of Lake Charles and the tow company envelope that accompanied the vehicle had "******* ******" written on it.  This is the same ******* ****** with whom Kia of Lake Charles is currently in litigation initiated by her.  ******* ****** is suing Kia of Lake Charles, in part, under The Texas Deceptive Trade Practice Act.
  

  Note:  Kia of Lake Charles did not sell ******* ****** her Sportage.  We merely attempted to repair under the very close supervision of Kia Motors America.

  Unfortunately, and to nobody's realization or knowledge in the Service Department, the towed vehicle was not owned by ******* ******, but rather, her father, Mr. ******.  It just to happens that they both own white, late model Sportages that are nearly identical.
  
  My apologies to Mr. ****** and we will service your vehicle.  Honest mistake and we hold no misgivings or ill feelings.  Likewise to his daughter, we just won't service her vehicle due to the pending litigation.
  

  If that litigation has been terminated, nobody has bothered to inform me.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have 2023 Kia sportage. I brought my vehicle to the dealership for a oil change on 04/02/2024, I showed the tech and spoke to the service department clerk about the paint around my LED headlights. The paint looks to have a haze on it that can not wipe off. Both workers stated that they would have to email the district manager of the complaint and see what to do. Since April 2024, I have called around 10 times. No one will return my phone call, the Service Manager, ******, is never free to talk to anyone. I always leave a message for him to call me. I emailed pictures of the vehicle on 05/20/2024 to one of the service department clerks and she was going to give them to the manager. Now the clear coat around one light is starting to pill off. I would like to know what I could do next to get this problem fixed before it gets worst.

  Business response

  06/07/2024

  Customer's photos were going to the spam folder.  Customer has been contacted today (6/7/24) and this situation is being handled.  I apologize about the delay.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  .1.) dropped car off at kia and was assured it was the engine and it would be fixed (life time warranty on engine recall 2.) weeks passed without hearing from them, so i reach out... they advise me my catalytic converter and exhaust are damaged and need replacing. $7000 is what they were asking for repair. I let them know that i cannot afford that and I could just replace myself, EVEN THOUGH THOSE PROBLEMS ARE A DIRECT RESULT TO THE FAULTY ENGINE. 3.) i change the exhaust on my car and bring my car back along with the old exhaust to show them that it was in fact not clogged at all... so they were trying to charge me for something they did not accurately check. They tell me that they will now work on the engine.4.) weeks past again without hearing from them, so i call. They tell me that because I changed the exhaust myself, they will not work on it, they want $2700 to change the exhaust AGAIN. when I asked why, they said it was because it needed to be a kia part and changed by a kia dealer. PLEASE KEEP IN MIND THEY NEVER TOLD ME THIS WHEN I PICKED UP THE CAR TO CHANGE IT OR WHEN I BROUGHT IT BACK. 5.) why aren't we fixing this engine that is causing these problems? They want me to give them money for things I shouldn't have to fix (if that even truly need to be fixed, since they didn't accurately check my exhaust) a direct result of a faulty engine. My engine should be replaced, it is under a lifetime warranty due to the recall, and then I can choose who will fix the rest, because at this point, I do not trust this dealership to fix anything but the recalled engine.

  Business response

  09/14/2023

  Note:  The following is our response per our Service Manager.  Vehicle had 110,902 miles on it when it was brought in on this date.
  1.) On 05/03/23 customers boyfriend, ***** *******, brought the vehicle in stating the vehicle shut down after leaving the driveway and will not go over 40 mph.
  Vehicle was diagnosed and found multiple misfires from Cylinders 1 and 4. The O2 sensor data was erratic. Removed top, or upstream O2 sensor and visually confirmed Exhaust Manifold Catalytic Convertor deteriorated internally and clogged. Removed front pipe for inspection of center Muffler Catalytic Convertor. Found also deteriorated internally and clogged. With the O2 sensor still removed ran the vehicle and watching the data on the scan tool, confirmed misfires were no longer present.
  Due to deterioration and internal clogging of both Catalytic Convertors, recommended and quoted replacement of both Catalytic Convertors.
  Customer refused repairs and took possession of the vehicle.
  2.) On 06/26/23 ***** ******* brought vehicle in stating Cylinder 1 has a misfire.
  Vehicle was given to a second Technician for diagnosis. The second Technician found that the customer had removed the center Muffler Catalytic Convertor. Technician followed the same procedures as the first Technician and determined that Exhaust Manifold Catalytic Convertor was deteriorated internally and clogged.
  Due to deterioration and internal clogging of Catalytic Convertor, recommended and quoted replacement of Catalytic Convertor.
  Customer refused repairs and took possession of vehicle.
  3.) On 07/06/23 ***** ******* brought vehicle in stating vehicle still has misfire and no power.
  Vehicle was given to the second Technician that diagnosed it on 06/26/23. It was found that the customer had replaced the Exhaust Manifold Catalytic Convertor with an after-market part and that the rest of the exhaust was not with the vehicle. After contacting customer, he brought the rest of the exhaust to Kia of Lake Charles and approved an hour of labor to install the exhaust. Exhaust was installed and it was determined that all of the exhaust hangers had been cut. The vehicle was then started and the after-market Exhaust Manifold Catalytic Convertor that was installed by the customer reached over 600° within seconds of running. Picture of Exhaust Manifold Catalytic Convertor attached. It was determined that the after-market Exhaust Manifold Catalytic Convertor was not sufficient and that the Muffler Catalytic Convertor was still in a deficient state for proper operation.
  Customer was notified that the after-market part was deficient and recommend that OE parts be used to repair the exhaust issue so that the engine can be diagnosed for determination if the engine was having an issue related to the recall. 
  The exhaust system has to be operating within specifications to determine if this vehicle has an engine issue as it has been determined that both Catalytic Convertors are causing the misfire. If the exhaust is not working properly, the engine cannot work efficiently or properly.
  Customer has not paid the monies due or taken possession of the vehicle.
  

*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. ↩