ComplaintsforRoper Kia

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have a new vehicle with less than 3500 miles. ****** vent broken. Took for warranty, denied, said it wasn't covered because it was scratched on inside. They refused saying it was purposely broken. It was not. I purchased additional warranty that obviously was a rip off. Want warranty honoured.

  Business response

  03/28/2024

  Firstly, we would like to say that we understand feeling this way with a car that is so new!

  We, of course, submitted the warranty claim to *** (corporate -- warranty decisions for any auto manufacturer are made at the manufacturer level, not the dealer level). They (*** corporate) denied the claim stating the reasons **************** reported. We communicated that decision, which was obviously not satisfactory. They stated the interior of the component was broken with signs that suggested to them that it was broken due to the manner in which it was used or operated. They did not consider it a manufacturer defect and therefore not covered by their warranty guidelines.

  The assistant service advisor, *****, did recommend checking with the dealership that sold **************** the car to see if they would be willing to either 1) Check with their DPSM (District Parts & Service Manager - works for *** ********** to see if he would be willing/able to try to get a "warranty exception." This was suggested because the chances of this being successful is always higher with the dealership that sold the car (vs Roper Kia). History suggests that DPSM look at things like (but of course not limited to) customer's activity at the dealership (sales & service) and loyalty to the brand overall to decide if they make an exception in good faith or not. 2) Check with that dealership to see if they would be willing/able to participate financially in replacing the part (since *** ********* declined). Of course that is a dealer level decision, to decide to assume the financial responsibility of anything the warranty declines.

  If not mentioned previously, I would recommend also attempting to reach out to *** Consumer Affairs (a branch of *** **********. They handle customer concerns, investigate them, and see if there is a better way forward for both parties. They exist outside of the dealership network and operate on the corporate level with authority and power in corporate, naturally. We've had many customers over the years have various resolutions to their concerns via this avenue. They can be reached at ************.

  A note about the extended warranty or vehicle service contract, as they are sometimes called that **************** said he purchased. Most of these warranties we see sold by dealers are good quality products that offer coverages well beyond manufacturer terms and mileages, however, they often do not supercede those manufacturer coverages. In other words, if the vehicle is still within manufacturer warranty period and eligible for coverage, the other policy is secondary (meaning it doesn't take into effect until the manufacturer coverage period ends via time or miles). If *** denied coverage during their period of coverage, the extended warranty company would not pick that up because they are an extension of original coverage. They can be great products that can protect a consumer well beyond the original warranty periods, which for many brands for "bumper to bumper" coverage are only 3yr, 36,000 miles or at best 5yr, 60,000 miles.

  This is an unfortunate position to be in with a consumer. We certainly do not enjoy telling a consumer that the manufacturer denied their claim -- it's a lose, lose. We don't get to take care of them like we would like to and the consumer leaves feeling not taken care of. With every warranty claim that is approved, it's a win, win! We get to take care of the consumer, they're happy it's covered and free, we get compensated by the warranty company, and everyone wins! Hopefully **************** can find success in one of the three options mentioned above.

  Business response

  03/28/2024

  Firstly, we would like to say that we understand feeling this way with a car that is so new!

  We, of course, submitted the warranty claim to *** (corporate -- warranty decisions for any auto manufacturer are made at the manufacturer level, not the dealer level). They (*** corporate) denied the claim stating the reasons **************** reported. We communicated that decision, which was obviously not satisfactory. They stated the interior of the component was broken with signs that suggested to them that it was broken due to the manner in which it was used or operated. They did not consider it a manufacturer defect and therefore not covered by their warranty guidelines.

  The assistant service advisor, *****, did recommend checking with the dealership that sold **************** the car to see if they would be willing to either 1) Check with their DPSM (District Parts & Service Manager - works for *** ********** to see if he would be willing/able to try to get a "warranty exception." This was suggested because the chances of this being successful is always higher with the dealership that sold the car (vs Roper Kia). History suggests that DPSM look at things like (but of course not limited to) customer's activity at the dealership (sales & service) and loyalty to the brand overall to decide if they make an exception in good faith or not. 2) Check with that dealership to see if they would be willing/able to participate financially in replacing the part (since *** ********* declined). Of course that is a dealer level decision, to decide to assume the financial responsibility of anything the warranty declines.

  If not mentioned previously, I would recommend also attempting to reach out to *** Consumer Affairs (a branch of *** **********. They handle customer concerns, investigate them, and see if there is a better way forward for both parties. They exist outside of the dealership network and operate on the corporate level with authority and power in corporate, naturally. We've had many customers over the years have various resolutions to their concerns via this avenue. They can be reached at ************.

  A note about the extended warranty or vehicle service contract, as they are sometimes called that **************** said he purchased. Most of these warranties we see sold by dealers are good quality products that offer coverages well beyond manufacturer terms and mileages, however, they often do not supercede those manufacturer coverages. In other words, if the vehicle is still within manufacturer warranty period and eligible for coverage, the other policy is secondary (meaning it doesn't take into effect until the manufacturer coverage period ends via time or miles). If *** denied coverage during their period of coverage, the extended warranty company would not pick that up because they are an extension of original coverage. They can be great products that can protect a consumer well beyond the original warranty periods, which for many brands for "bumper to bumper" coverage are only 3yr, 36,000 miles or at best 5yr, 60,000 miles.

  This is an unfortunate position to be in with a consumer. We certainly do not enjoy telling a consumer that the manufacturer denied their claim -- it's a lose, lose. We don't get to take care of them like we would like to and the consumer leaves feeling not taken care of. With every warranty claim that is approved, it's a win, win! We get to take care of the consumer, they're happy it's covered and free, we get compensated by the warranty company, and everyone wins! Hopefully **************** can find success in one of the three options mentioned above.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2022. We had traded my 2020 *** sportage that was financed through *** ******* for a 2020 *** ********* from Roper Kia. At the time of purchase, we were told to put all my paperwork from the sportage into the glove box of the telluride. We were not given any paperwork for the telluride on this day. We continued to call dealership once a week talking to a lady named *****. ***** stated the title was delayed because of Covid. For 4 weeks we were told this. Then we were told by another associate that this was a new trade in and the people who traded in the ********* was not approved so they had no title yet. After being pulled over by the police several times for no tags or proof we owned telluride. ********* was returned to dealership for failure to provide proof of ownership after 45 days. ********* sat at the dealership for 2 months until a towing company from ************** towed it to thier lot where it sat for 6 to 9months. No proof of ownership(paperwork) has ever been provided by Roper Kia. We were continuously lied to by Roper Kia,making the contract void fraud. Kia ******* was also made aware of this situation.

  Customer response

  02/21/2024

  May 29th 2021 was when we traded in our 2020 *** sportage for the 2020 *** ********** On July 28th 2021 the 2020 *** ********* was returned to the dealership. For failure to provide us the customer proof of ownership.

  Business response

  03/07/2024

  Our office department has extensive records on this transaction with date stamps. The vehicle was traded in on 5/28/21, the ******* purchased it the next day on 5/29/21. From the records, the office manager has described that ALL the paperwork was indeed not ready right away because Roper Kia was waiting on a lien release from ********* Finance or KMF, the bank for *** corporate. The records show several exchanges back & forth with KMF where we issued payments and requested the lien release so that it would complete the ******** paperwork packet. There are several smaller checks for payoff sent during this exchange, so it appears it might have been a "short pay off" situation, so Roper Kia kept sending the amounts KMF was stating we needed to to get the lien release.
  
  The office manager confirmed that at this time, KMF was switching to a different method of issuing lien releases and it was causing massive delays on top of all the delays caused by banks, DMV's, and the state level due to COVID work shortages. The office let them know what paperwork we had, what we were waiting on, and that they would pay any late fees or tickets incurred due to lack of registration for this delay -- while it was not because of Roper Kia, we wanted to help because of the delays at KMF.
  
  When we received the lien release, we were unable to get the ******* to answer correspondence to let them know the dealership had their paperwork ready. We also received a "termination for cause" letter from them when they dropped off their vehicle expressing desire that they no longer felt responsible to make payments to the bank and expected us to terminate that relationship on their behalf. We have no authority to nullify a promissory note between a customer and their banking institution, even KMF. We do not own, operate, or have any authority over KMF in any way. Had we had a chance to discuss this with the *******, the office would have strongly discouraged them not to do this and to call "*** Consumer Affairs" for help and advice since they are at the corporate level and have influence with corporate, KMF, and ask dealers to help facilitate.
  
  Unfortunately, we were not given that opportunity. As a result, the ******* forfeited their loan, KMF has since picked up the vehicle -- we can only assume as a repossession since payments were not made to them.
  
  The paperwork is still ready for pickup, but due to the actions and decisions of the *******, we can understand why they are now no longer interested in the paperwork.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to be repaired to H323034353838**37H. I had some warning dash lights coming on. I paid $250 to have it fixed. I paid for a diagnostic test and to fix a plug. That did not fix the problem. They said I would have to pay another $138 diagnostic test to try and find anther problem at another appointment. They know I need my car to get back and forth to the hospital, as I am sick. They again stated if that didn&#**;t find the problem, they would need to do another test for $138 until they find the problem. I already paid for the diagnostic test. I should not have to pay for the test again. I feel they are taking advantage of me since I am sick.

  Business response

  02/15/2024

  The service manager, ***********************, shared that this situation is not yet fully resolved.

  From his investigation, he determined the customer was ************************* informed in advance that there was a corroded connector in the fender area (note: the protective fender liner was missing) and that it would need replaced first, especially given it's purpose. It was communicated up front that this was a first step and not guaranteed to fully repair the issue. We didnt have a definitive way to know if anything else was also needing repaired in the circuit. At this point, further diagnosis expense is needed to isolate the next (and hopefully final, but not guaranteed) area of the circuit that needs repaired. The customer is acting like this wasnt communicated up front and clearly; however, it was.
  
  The tests we have already ran for the diagnosis expense are different than the additional tests that need to happen now Which is why it is necessary for them to approve another $134.99 for diagnosis. Just like additional tests are an additional expense in the medical field.

  Since we never change customers without their permission, we always want to be upfront when something may or may not fully resolve a concern -- partially when things are missing or broken, interconnected, and can affect each other. We also never want to run up a bill without someone's knowledge by assuming they are okay with guys continually digging into a complex concern.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck from them in the end of November with a full warranty. Was assured the truck was in good condition needed tires and brakes I agreed to replace the tires and I did. They replaced the brakes and also repaired a transmission issue I wasn’t told about l. End resulting in it needing the transmission replaced now do to a bad poor service with no actual repair. We have taken the vehicle to a different repair facility closer to us.Dodge certified to work on this truck, the local dealer referred us to this repair facility . And they refuse to pay for the repair, and can’t perform the repair at their facility. The warranty isn’t in place yet either, so it’s on the dealer to cover cost of this repair. We were called by two different managers one of witch made my wife cry. And told us to bring it back to them for repair they can’t do or refund and we were out all the money we put into it already. Tires , and alignment and down payment. Equalling another $4000.00 $2600 tires and alignment mount and balance. And $1400 down to Roper Kia.

  Business response

  12/15/2023

  We would never want anyone to have an experience with us like this. Our General Manager called the customer directly and had a honest conversation about what had transpired, the contents of the recorded phone calls, and how to find a solution moving forward. We put the customer in a loaner vehicle and vehicle is at the Ram dealership now. We could see that ****** (the warranty company) approved the work this week, so the dealership can move forward with the necessary repair they submitted for approval. We look forward to the vehicle being repaired and returned to the customer as quickly as possible. 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Nissan Pathfinder in February of 2023. I was ensured by the company that they would put this car through the shop and go through everything. I picked the vehicle up and the tires and front bumper clip that was supposed to be fixed were not. They said they would have someone come look at it. They did not. I left with the vehicle since it is my only means of transportation, getting the vehicle home it starts making a loud terrible noise that I recorded and sent back to Roper Kia. They asked for me to bring it in. The fan was not bolted in and had to be replaced which they did replace without charging me. Should not have been an issue had they looked at the vehicle to begin with. A few months down the road the vehicle left me stranded. I had it towed to Roper Kia. They informed me that they could not figure out what is wrong the vehicle and that I should take it Nissan. After Nissan looked at it they found that the air filters were put in backwards which caused the mass air flow sensor to quit working. This mistake by Roper Kia is now costing my $600.00 to get fixed. Had Roper Kia actually put the vehicle in the shop and gone through it like they assured me they did then this error could have been caught if not on the first time there then at least on the second or third time that I had taken the vehicle back. The negligence of Roper Kia's service department has caused this purchase to be a nightmare and after spending close to $20,000 on a vehicle then needing to put it in the shop three times without resolution in less than a year and costing me an additional $600.00 is extremely frustrating. Roper Kia should have to reimburse me for the money I had to put out for their negligence.

  Business response

  10/21/2023

  We are writing in response to a customer complaint regarding a vehicle purchase and subsequent service issues filed with the Better Business Bureau. We appreciate the opportunity to address the concerns raised by the customer and provide an overview of our actions in response to this matter.
  
  **Customer's Complaint:**
  
  The customer purchased a 2017 Nissan Pathfinder from Roper Kia in February 2023. They reported issues with the vehicle, including the condition of the tires and the front bumper clip upon delivery, as well as a subsequent mechanical issue causing a loud noise. The customer also experienced a running issue, which was ultimately diagnosed as being related to incorrectly installed air filters and a mass air flow sensor problem. They claim that our service department's negligence has resulted in additional expenses of $600.
  
  **Actions Taken by Roper Kia:**
  
  1. **Tires and Front Bumper Clip:** We acknowledge the initial concerns raised by the customer regarding the tires and front bumper clip. The vehicle was brought into our shop on 1/5/23 to address these issues. Subsequently, on 1/27/23, we replaced the fan that was causing the loud noise, performed an alignment, and worked on a window.
  
  2. **Air Filter and Mass Air Flow Sensor:** It is important to note that we did not replace the engine air filter; specifically concerning filters, our service was limited to addressing the cabin air filter. We are unable to confirm whether the engine air filter was serviced or replaced elsewhere during the eight-month period between January and October where the customer drove 19,309 miles. Neither Roper Kia nor ******** Nissan worked on the vehicle during this time. The diagnosis by Nissan revealed that the air filters were incorrectly installed, which they concluded lead to the mass air flow sensor issues. We did not install the engine air filter or the aftermarket mass air flow sensor that Nissan said was replaced recently.
  
  **Conclusion:**
  
  In light of the above information, we believe that we addressed the customer's concerns. However, we want to clarify that we did not install the engine air filter or the aftermarket mass air flow sensor, and therefore, we do not accept responsibility for the additional expense incurred by the customer. We can provide Service documents upon request showing the details we provided above.
  
  We value our customers and their satisfaction, and we remain committed to resolving this matter in a fair and equitable manner.
  
  We appreciate your attention to this matter and are available to provide any additional information or clarification as needed.

  Customer response

  10/23/2023

  Complaint: ********
  
  I am rejecting this response because:
  I bought the vehicle from Roper Kia and as they avoided in their response to admit responsibility of not addressing the initial issues of the bumper clip and tires they were in possession of the vehicle to diagnosis and fix the issue that turned out to be caused from an air filter being installed backwards. I did replace the mass air flow sensor myself when this issue first began which seem to fix the problem. The sensor was the only thing that was replaced. According to Nissan the replaced sensor failed due to an air filter being installed backwards. I do not know who installed the air filter. The point is I bought the car from Roper Kia and I did not touch that air filter while the car was in my possession. After the 3rd breakdown I had the car towed back to Roper Kia who said they could not figure out what was wrong and suggested that I had the vehicle towed to Nissan to be worked on. If they had put this vehicle through a full maintenance as they told me they would when I agreed to buy it then this should have been discovered and fixed at that time regardless if they installed it or not. This car was purchased off their back lot and had not yet been serviced. I was informed that if I purchased it then they would assure that they would go through the whole vehicle and make sure any issues were addressed at that time. As they stated they did not address the issues I found when I was called to pick it up with them saying that the vehicle had been processed through their maintenance department. When I had the vehicle towed there recently and agreed to have them run diagnostic on it, they informed they could not figure out the problem. Since I had never touched this air filter and they claimed they had put the vehicle through a through maintenance inspection then why was I sent somewhere else for them to fix the issue. What is going on with this company's maintenance department if they could not diagnosis and fix a backwards air filter? Had the initial maintenance been properly done then none of this would have been an issue to begin with. I feel that Roper Kia is responsible for this for not finding and addressing the issue before the car was ever released to me upon purchasing. 
  
  
  Sincerely,
  
  ******* ******

  Business response

  10/28/2023

  We are unwilling to accept responsibility for being the cause of a problem that has taken place 10 months and more importantly almost 20,000 miles later from purchase. The car shows one service in April on the CARFAX and based on mileage should have had at least one more service, most likely two additionally since the purchase date. During any of these services, someone other than the customer could have inspected the air filters and accidentally installed them incorrectly, there's no way to know or prove that. In the same way, we do not feel given the time and mileage that has transpired, that it is fair or reasonable for us to be solely identified as the certain cause of this issue when other factors could also be at play.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 8th I drove my 2016 Kia sportage into Roper Kia because the check engine light came on after my car randomly died once but restarted immediately. The car remained in their custody until I picked it up August 21st after they replaced the motor under warranty. When I got the car back immediately I noticed the clock wasnt working and quickly realized the a/c wasnt working. I called them and they made an appointment for me to come in today August 30th. When I got there they told me it would be a diagnostic fee of several hundred dollars just to look at things that broke while the car was sitting on their lot. Also the navigation and hands-free calling are messed up but I dont use those much. The lady was very rude when all I want is my car back to the way it was before the check engine light came on. I feel like they are retaliating for me getting a free engine.

  Business response

  09/01/2023

  The service manager *** ******** has since had correspondence with Miss *** about the situation. They communicated about her concerns and he explained his thoughts and what they did to investigate them as well. *** did apologize for her interaction with her service advisor and said he would have a discussion with her about it. He gave her his best recommendations based on the individual circumstances and also waived the diagnostic fees. He told her that if she wished to pursue more action, Kia corporate has a dedicated service line for these kind of situations and gave her the information for that if she decided to pursue that route.

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and I each purchased a vehicle (the same day) at Roper Kia in Joplin, MO. Love mine! We had to take hers back within a week for repairs, engine coolant. A week and a half later (so 3 weeks in) the car broke down and stalled in the middle of the road with my daughter and two grandbabies in the vehicle. WE had to pay to have the car towed back to Roper Kia in Joplin, MO, since that time, I’ve called daily for updates and still know nothing! I either get told that the right person isn’t there or that they “know nothing”. I don’t feel the first payment should be due, nor do I feel that we should pay for the car. We would be more than willing to exchange for something else at this point. HELP!!!

  Business response

  04/28/2023

  The situation that Mrs. ********* is describing is accurate to her description. Thankfully, when the correct individuals at the dealership got involved, we were able to collaborate with the ********* family to find a solution to their problem. We greatly appreciate their patience and willingness to work with us to figure it out. Their feedback also helped us identify ways to improve our interpersonal and interdepartmental communication so more people could be better help to someone with a problem rather than a select few.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Hyundai Tucson with 80,000 miles at the end of August of 2022. In the beginning of October I took my car in for service because it was driving rough (shaking and not going when pushing gas) they told me it was just my turbo engine and my vehicle was "a little low on oil" at the end of October I discovered there was a class action lawsuit against Hyundai for an oil consumption issue. I went back to the dealership to see what could be done and they told me I needed to take that up with Hyundai. I started the process they told me went to Hyundai got an oil change, less than 3 weeks after getting an oil change at Hyundai my engine blew. The shop I was able to get it to said my car had no oil in it at all but they did not see a leak. Because I bought this car with only 80,000 miles I had a full 20-year powertrain warranty. Roper Kia then informed me that it would not be covered under my warranty and I would have to buy a new motor out of pocket. I called the warranty company (******) directly and they stated it should cover but roper had put a wear and tear claws on my warranty. This company knew there was something wrong with this vehicle when they sold it to me, not only that but they put this clause in so that when it did break down it would not be their responsibility, but mine. However no motor under 80,000 miles that has been maintained blows due to normal wear and tear. If they do not replace I will be filing a lawsuit.

  Business response

  04/25/2023

  We have been investigating this situation with Hyundai Motors and ******. Mr. ***** has been in contact with one of our sales managers and has been very understanding as we gather information to see if there's any options on the warranty sides.

  Business response

  04/28/2023

  This week, Mr. and Mrs. ***** have been in communication with our GM to clarify what happened, organize timelines, and identify all third parties that were associated with the car to best answer questions any warranty company would need to know prior to covering a claim. The GM asked Mr. ***** for service records for the approximate 9,000 miles driven from the last oil change we performed at our facility to the engine failing. With any engine failure claim, warranty companies always request service records to ensure proper maintenance intervals were followed, etc. Mr. ***** graciously understood and was gathering up that information so we could best determine how to proceed.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Kia. It had not gone under an inspection prior. They did not give me the vehicle until at least a week later. The vehicle was delivered to me. The vehicle was dropped off with several cracks in the windshield and cracked bumper along with technology problems. I had asked my salesman the day PRIOR to them dropping it off about returning it. I was told on December 31 that the vehicle would be done and delivered. It wasn't until the fourth of January. I was also told the first payment would be 45 days after purchase, it is not. It was less than 30 days. I asked on January 3rd about issues with the car (before I had possession of the vehicle and about returning it!). It was delivered to me on January 4th. I did not drive it off the business parking lot. It was delivered. I wasn't happy with the delivery and legally in Missouri there are three days that I have to return it, because it was delivered. I took the vehicle back to the dealership several times saying I did not want it! They simply put me in a vehicle with several issues and one they knew I couldn't afford. They pressured me into getting a vehicle! Legally I had the right to return it in those three days and they would not accept it back. They went against my rights! I have been to the dealership or contacted someone almost every day since! I asked for a corporate number, and they refuse to provide me with one. I don't even need a vehicle, they just need to accept my return, legally, and pay off the loan!

  Business response

  02/02/2022

  To address the "3 day rule," I've attached a document from the MO attorney general that addresses this, it only applies to solicitations presented and made in the home. Since the papers were signed at the dealership in the finance office, this rule would not apply according to contacts at MADA (Missouri Auto Dealer's Association). The delivery of the vehicle does not change this.

  However, *****'s significant other visited us today and got more clarification on a few options moving forward from manager, ***** ******. She sat down with him and explained a few scenarios with several options. He was going to share these with ***** and figure out what they were going to do moving forward. ***** was under the impression that the conversation was helpful, respectful, and productive. We are hopeful that today's conversation was beneficial and are thankful that ***** was willing to spend time with the customer today.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repair of 2011 Kia Sorento SX ***************** – Purchased from Roper Kia in 2010
  Sent car down by AAA week of 8/3/2021 for appointment 8/3/2021.  Car was throwing code P0880 – TCM (transmission Control Module)  low input malfunction, per check from local O’Reilly Automotive. 
  Transmission jerking when car put in drive or reverse from park.  The car would not shift when driving from lower gear to higher gears.  It appeared to start and stay in 4th gear (limp mode).  Sometimes could shut car off and restart it and it would  be ok for a while.  This was told to the person that took my very first appointment.  I know he put this information on the ticket because he re-read the information, I gave him back to me.
  Service Dept Rep *****, called and left message for me to call him back on 8/4.  I attempted to return his call 5 times that day, leaving messages but no return call.  No return call again on 8/5/2021.  Called ***** again on 8/6/2021.  ***** told me he was not sure why my car was there.  They cleared the code and could not “duplicate any problem with it”.   I again explained what the car was doing and the code it was throwing when it was brought to Roper Kia.  ***** stated he would call when they had something more.  He called back that day and told me that it showed “a low voltage code so I needed a new battery.  I questioned him as I had never had a problem with the car starting and I felt it had nothing to do with the transmission problem I was having.  He stated that, this is what the code was showing, and it needed replaced.  The code it was throwing P0880 TCM (Transmission Control Module) low input malfunction, can only be cleared by the dealer, so they would “not charge me the 89.99 for the code read” (even though I had already told them the code it was throwing) if I allowed them to install new battery for $171.59.  I knew that if I took it home and the code mysteriously reappeared before I could replace the battery , then it would mean another trip to Joplin and a charge of 89.99 for code clearing, therefore I agreed to have them change the battery.   I picked the car up the evening of 8/6/2021.
  
  On 8/13/21 the car started doing the same thing, only worse.  It was not only jerking when putting it in drive or reverse from park, but when driving down the road at any speed, it would stall, stop like it was hitting a brick wall for a brief period.  I called Roper Kia to make an appointment to have it checked again on 8/16, they could not get it back in until 8/27/2021.   Within a couple of days, it had thrown the same P0880 code TCM (Transmission Control Module) low input malfunction.  I left the car in the driveway as I did not feel safe driving it and had it towed to Kia again by AAA on 8/26/21.  I called ***** on 8/27 and told him I had done some checking on my own and there were several things listed on forums that Kia owners were experiencing with the same problems that I wanted checked out.  I asked him to have them check the auto transmission solenoids and sensors, as it was a TCM (Transmission Control Module Code) that was malfunctioning.  I asked if there was any way they could test the voltage at different points of the communication circuit to see where it was losing communication to the transmission.  I also asked about the Traction control switch, the Throttle position sensor again these things had caused similar problems with 2011 Kia Sorento’s in the past.  I felt like he disregarded my request, disrespected me by not truly listening to my request and blew me off, more than likely because of the face I am a woman.  
  By 8/30 I had not heard from him again so attempted to contact him again, no answer and now no way to leave message on his cell phone.  He called me back on 9/1/21.  ***** told me that the transmission checked out ok, but the PCM Powertrain Control Module “the brain” was bad, the cost for them to replace it would be $1054.00.  I asked ***** if they checked the solenoids and sensors and other things that I asked him to check, and he said “there is no communication coming from the PCM to the vehicle, so it is the PCM.  A new PCM must be reprogramed by the dealer to each specific car.   I told him that I had found a place on the internet that took bad PCM’s and refurbished them for $200.00.  This way it would not have to be reprogramed by the dealer and it would cost me much less.  He told me that if I went that route and it messed anything up that there would be no guarantee or warranty from Roper Kia on that part.  If I had them replace it, it would have a warranty.  I had him call my son and he explained this to him also and we agreed due to the “warranty” this would be the way to go. 
  ***** said he would order the part and let me know he was going to be on vacation until 9/7.  As of 9/10, no word from him.  I called again 5 times that day, finally was able to speak to *****.  He stated that the part was ordered, but not in yet and he had his parts manager looking for it.  I asked if it had been ordered at all and he assured me it had.  No word from him by 9/13 so called him again.  He stated that the “It was decided while he was on vacation that the wrong part was ordered, and they had to reorder the correct part”.  As of 9/17/21, no word from *****.  I called and he stated he had his parts manager again looking for the part, he did not know where it was.  It was put on their supply list as being delivered twice but was not there. 
  On 9/20/21, no word so called ***** again. It had been to several places but not delivered to Joplin, Roper Kia, he assured me it would be there by Wednesday, he would call me.  Wednesday arrived, no call.  I called him and they are putting on the part he will call me in the a.m.  No call on 9/21, I called him.  He told me, “we are having problems it is not the PCM it could be a “solenoid”,  we have a call into the KIA tech department”.    I told him “then put my old one back on and I will come get the car.  I can not continue to THROW parts at it”.  He said, “we can’t, your PCM is burnt up and now the new one is too, but it is covered by our warranty and we will replace it”.  On 9/23/21, called ***** still waiting on KIA Tech to call back.  ***** called early a.m. 9/27, he left message that he had information on my car, but he was out of the office on that day, and he would call me back on 9/28.  On 9/28/2021, I called him.  He now tells me that it is the “Internal Harness in the transmission and it is going to cost me another $2,000.00 to fix it.”  I asked him if my car was still running, as it was before I brought it into the dealership for work.  He states it is, but still has the same problems it was having on day one with the hard shifting.  I asked if the solenoids were checked, he states they were.  I asked him to contact my son and he said he would.  He did not call him on 9/28.  My son called him on 9/29/21.  My son told him to put the “new warranted part in the front seat, we would come down and pay the $1,054.00 quoted and pick up the car”.  My son was told by ***** that no, we would not get a new part, that we would have to pay the $1,054.00 and would still have the “burnt up part” to be able to pick up my car.”  It is not warranted unless we “allow them to replace the transmission for an additional $2,000.00”. 
  I have attempted to contact the Manager of the service department Tim ********, I have left 2 messages for him to return my call over the last three weeks with no return call.  I was able to get ahold of him on 10/5/21 and told him I filed complaint with State of Missouri Attorney General’s office to ask about my consumer rights.  Mr. ********, did not offer any alternative or solution for the situation.
   I do think it is fair I should have to pay for a part that the dealership’s certified mechanic damaged while ATTEMPTING to fix my vehicle.  Their service rep told me the part would be warranted if I used their service department.  He did not tell me that I would have to continue to THROW parts at it, at their discretion until fixed, or I could not have my car back without paying for the parts they damaged.  They have me so confused, I don’t think I can trust them.  I don’t even know if those parts they replaced were bad, my battery was not showing signs of problems. 
  I feel like I am being discriminated against as a woman, as they are holding my car hostage and wanting money for a part that they damaged when servicing my vehicle.  It is fraudulent of their representative ***** to tell me the part would be under warranty and then tell me that it is not under warranty unless I allow them to throw another $2,000.00 part at my car.  No contract was signed.  What happens if it is not the transmission, and it is a $50.00 solenoid or sensor after replacing the transmission. 

  Business response

  10/18/2021

  Please see attachment.

  The customer is correct about the lack of proactive communication with her and the parts department making an error in ordering the correct part. We have already addressed those situations with the appropriate staff members responsible to improve our customer experience based on this feedback. Below we will attempt to explain the interwoven facts, how they played out for us, and “the why” in regards how they relate to Kia’s Warranty guidelines.

   

  We are unable to comply with the customer’s requested resolution due to corporate Kia warranty guidelines at applies to this situation. After replacing the clearly faulty original PCM, it was determined by Kia Corporate Techline that the cause of the faulty PCM(s) is/are shorted internal transmission solenoids and/or harness. The new PCM that was replaced, is under KIA parts warranty for 12 month/12,000 miles from 170,714 miles or 9/29/2021 whichever comes first. However, due to our dealer agreement with Kia Corporate and their warranty guidelines, a parts warranty claim requires replacement by a dealer factory-trained technician, we are not permitted to just exchange the part over the counter for a warranty claim. In other words, we cannot submit a Kia warranty claim unless a dealer factory-trained technician performs the work in its entirety for the warranty repair.

   

  Since the transmission and the harness itself are damaging the PCM’s, the transmission logically needs to be replaced first before replacing the PCM again, because the same thing will occur again. If the customer does not desire for Roper Kia to perform the transmission repair, the internal transmission issue can be resolved by any facility/technician of the customer’s choice. After that, the PCM warranty replacement will have to be performed if the customer desires to have it replaced under warranty — because those are the Kia Corporate warranty guidelines. It should also be noted that the balance of $1054.21 would be required to be paid before the vehicle can be picked up from our facility, if it is being taken elsewhere to be repaired.

   

  In summary, the solenoid circuit inside the transmission has caused both PCM’s to fail internally. Based on initial testing, the only thing that could be confirmed at the time was a faulty PCM. Until the PCM was replaced and also failed, we had no way of knowing that the transmission itself was the culprit. The new PCM that failed that is currently installed in the vehicle can be replaced again at no additional cost to the customer (covered by Kia warranty) as soon as the transmission repair (at any facility of the customer’s choice) is completed to ensure that another PCM is not damaged (like the first two).

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