Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 08/24/2024 Amount of money paid on date of transaction: $5935; $7,335 to date. Nature of the dispute is that Fred Anderson Kia committed to our terms of $350 monthly for a 24 month lease on paper and subsequently changed it to 36 months on the contract. I have attempted to reach Fred Anderson Kia (***** ******** II, Finance Manager) on numerous occasions since the transaction and was told by staff I would receive a call back. Ive even attempted twice this month and no response. Furthermore, I contacted *** corporate and filed case number: ********. I had to follow up due to no response from them or Fred Anderson Kia. I still have yet to receive a response from Fred Anderson Kia or corporate *** for that matter. Neither have tried to resolve the matter to date related to date. Im not only a current *** civilian but an Army veteran, dependent spouse of retired Army veteran, and a healthcare worker (first responder) who would like to resolve this matter as stated below.

  

  Business Response

  Date: 01/01/2025

  Dear BBB Representative,
  Thank you for bringing this matter to our attention. We take customer feedback very seriously, and I would like to provide a detailed response regarding the complaint filed by the customer concerning the lease terms on the vehicle purchased from Fred Anderson Kia of Raleigh.
  We have thoroughly reviewed the customers deal jacket, which was scanned directly from the lease documents associated with this transaction, dated August 24, 2024. Additionally, we conducted a detailed audit trail to assess all relevant information concerning the terms of the lease and communication with the customer.
  Upon inspection, we did not find any indication that an alternate lease term (such as a 24-month lease) was ever discussed, agreed upon, or documented in any of the signed paperwork. All documents, including disclosures and the lease agreement signed by the customer, clearly state a ******** lease term at a monthly payment of $350, which was the agreed-upon term. No amendments or revisions to this lease term were recorded in the deal jacket or the audit trail.
  The amount paid on the date of the transaction was $5,935, and to date, the total paid is $7,335. These payments were made in accordance with the terms outlined in the 36-month lease agreement.
  We have made several attempts to reach out to the customer through our Finance Manager, ***** ******** II, but we understand that communication has not been successful. We acknowledge the customers frustration and are committed to resolving the matter to the best of our ability. It is important to note that no documentation or communication from *** Corporate or our dealership indicates any change to the agreed-upon 36-month term.
  At Fred Anderson Kia of Raleigh, we pride ourselves on clear and transparent communication with our customers. Our records reflect that all required steps were taken, and the lease agreement was accurately documented and executed. We are happy to provide any supporting documents if needed. 
  
  Thank you for your time and attention.
  Sincerely,

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

   General Sales Manager 

  Fred Anderson Kia of Raleigh
  Direct: ************   
  Cell: ************
  Fred Anderson Kia of Raleigh
  ************************************************************************

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This Dealer is selling aftermarket maintenance plans and not telling the buyer. I paid almost 2K at purchase of a new Seltos, 2023 only to find out that I can't get any service taken care of except tire rotation at any dealer other than **** Anderson dealers. I recently moved from **** Anderson dealership area in Raleigh, went to get my oil changed at a *** dealer and found out I had to pay for it after paying almost 2k on these service plans. They are not telling buyers these are not *** service plans even though there are *** service plans available to purchase because they get better kickbacks from *************************** I cancelled effective yesterday for a partial refund but I lost quite a bit of money and I paid cash for the vehicle and the service plans. I am just so angry and will put negative reviews everywhere and also have contacted *** main offices. It just doesn't seem right that they are able to do this without making the customer aware. Most likely all of **** ********************** dealerships are doing this because of the kickbacks.

  

  Business Response

  Date: 11/19/2024

  We have agreed to give Mrs. ****** a refund of $827 which is the cost of the Maintenance plan. I have spoken to her several times today and worked diligently to rectify her complaint.

   

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

  Customer Experience Manager

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

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22447587
  
  I am rejecting this response because:

  The response is premature.  We discussed a resolution, but Fred Anderson Kia of Raleigh has not physically done anything.  I would have hoped they would wait until the agreement was completed and as of their response, it is not.
  
  Sincerely,
  
  *******.******

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2017 ****** Sentra on Tuesday May 21,2024. Salesman *** said that the Key fob needed a new battery and that the extra key fob was locked in the safe and they could not open it until the next day. He promised that they would replace the battery and give us the other key fob the next day. We just went in to get the extra key fob and to have the battery replaced on the key fob that we had with us. The key fob is still not working after they replaced the battery and they are stating that it needs to be reprogrammed, the second key fob is also not programmed and not working. They are stating that in order to have the key fob reprogramed we will have to pay $500 per key fob. They are refusing get at least one key fob reprogramed and working properly even though we were promised two functioning key fobs at the time of our purchase.

  

  Business Response

  Date: 07/01/2024

  The customer came in at the appointed time to get the new key fob and remotes programmed. The customer has both keys and fobs in their possession at this time. We were not made aware that the fobs weren't able to be programmed by the company that came and made the key fob for the customer. At the time of this complaint (today 7/1/2024) we reached out to the customer and offered to have our ****** store which is next door to us do the programming at no charge to them. We will schedule a day for them to come and get it taken care of.

  Customer Answer

  Date: 07/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We have scheduled an appointment to have the key fobs programmed at the ****** dealership.  Thank you. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had issue after issue first they allowed my husband to sign my name to all documents including bank documents because I was not available and I was needing to wait. I then had to go in and resign everything! Then they did not pay the bank for our trade in and it was added to our loan amount we then had to call and get them to write us a check for the amount of the trade to pay off the agreed amount and apply it to our loan. And now its over a month later and the at the time of purchase switched my old plates to new car and they still have not registered it and the bank is contacting us because they have not received title and my car is not registered also causing the *** to charge us because we took the insurance off our old car and they are fining is we have called several times!!! Its obsurd I am driving an unregistered vehicle and having to pay more!! And being fined because of their negligence! It is one thing after another costing us gas and miles on this car because we live an hour away! Yet it is not being resolved and been a hassle the whole time.

  

  Business Response

  Date: 01/10/2024

  The registration process could not be completed as initially intended due to a FS1 stop. At a certain point after the insurance didn't provide what the *********** needed we had to proceed with title only. At this point the customer has the tag and the taxes were paid. The tag fee of $53.75 was issued to the customer on 12/26/23. We are looking into the issue regarding the payoff that was listed to Navy Federal of $2475.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2022 Kia *** (VIN# *****************) was serviced at Fred Anderson Kia Of Raleigh on December 1, 2023.When I called to make the appointment, I specifically asked for the prices: 8K-mile services (tire *****************point inspection) were quoted for $24.99, and ** state safety inspection for $12.79 (no emission is required for electric vehicle).When I arrived for the appointment, the 8K-mile services (tire *****************point inspection) were now $29.99. I mentioned the discrepancy to the service advisor but there was a shrug on the shoulder (his response). I thought OK, its only $5 and I can take the hit. When I signed the pre-work agreement, there were 2 ****s - one for $29.99 and one for $12.79 so I signed.When my car was ready and I was ready to pay, there was an additional **** of "shop charges" of $8. Now my surprise charges have gone up from $5 ($24.99 to $29.99) to $13 ($5 + $8). When asked what the shop charges are about, I was quoted gloves, engine oil, etc. Mine is an electric vehicle and does not consume any engine oil. All my liquid levels were/are at the max **** (windshield fluid, coolant, and brake fluid), so I was essentially charged $8 for a pair of nitrile gloves. These shop charges were not mentioned to me when I made the appointment and signed the pre-work paperwork - I confirmed the prices on both occasions.I find the practice questionable (deceiving) and does not reflect the good mechanic work that is done by the mechanics from this dealership. I should be refunded the $13 in question.

  

  Business Response

  Date: 01/10/2024

  Shop fees and tax are a normal charge and sanctioned by the *********** under ** Statute 20-101.3. Regarding the change in price, I don't know where the price variance came from. The prices went up January 2023, well before his visit and the price has been ***** the entire year whether gas or electric.

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 20954816
  
  I am rejecting this response because: the business has not provided an acceptable explanation of the price shown to me before work was commenced (no shop fee was shown) and after work was completed (shop fee was added), in which case I consider the practice "deceptive".
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was diagnosed and I was told I needed a ECM for my 2013 Kia ******* I dropped the vehicle off August 2022. They called July 2023 said it was ready. After picking up the vehicle I informed the dealership the same problem is occurring. They diagnosed it again and said it was now something else. They never said it was any additional problems. Ive paid them $2000 and now theyre saying its something else and asking for more money. ********************* was my service representative and I honestly feel they let my car sit so long to where thats what causes additional problems. I had a new battery installed before dropping off the car. They are just telling me anything at this point to get more money out of me. I truly feel scammed and now stuck with my vehicle inoperable.

  

  Business Response

  Date: 08/09/2023

  Issued refund to customer in the amount of $1891.86

  Customer Answer

  Date: 08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Shatonia *****

• Initial Complaint

  Date:01/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my engine replaced April 2022 as a result of a Kia recall and paid to have the injectors cleaned, etc. (almost $300) Now here it is January 2023, all four injectors need to be replaced because they put the original injectors back on when they replaced the engine back in April. They want to charge me an additional $1300 to replace all four injectors and I have a new engine. From the moment my car arrived at the dealership, they were rude to me. They told me they could have it ready so I can take it to another mechanic but when I arrive to pick it up, they tell me to come back in an hour because they need to complete a safety recall. They had already had my car 3 days. I come back and the service rep cannot enter my credit card number and tells me I have an attitude and he is going to have me removed!!! It has not been a year since the engine was replaced. Why were the original parts put back on? Did they notice the fuel injectors were bad then and not say anything? Why did they recommend I have the engine clean with the injectors if they did not notice an issue back in April? What would have been the price if they would have replaced faulty injectors or subpar injectors when they replaced the engine? These are questions that I could not get answered because they treated me as if I didn't know what I was talking about or have a right to ask questions. They were dismissive & basically told me I could come and get my car. When I arrived to get my car, it was not ready and was told to come back. I came back and the service rep tried to gaslight me, which is unacceptable when you have someone else's property. I saw that my engine light was on (it was not on when dropped off), so I talked to a sales rep because I refused to deal with the service rep. He was trying to sell me a car (however he did step in and ask another service rep to help). She gave me a reasonable answer and I left. Charged me $186 to diagnose although I had a recall that they to do.

  

  Business Response

  Date: 01/30/2023

  Engine was replaced 4/28/22. Kia guidelines pertaining to engine replacement do not include replacement of fuel injectors. Several components are reused as only the engine long block is replaced.  All covered parts and seals falling under flow charts and procedures pertaining to Warranty Extension ****** were replaced in accordance with manufacturer guidelines. It would not have been possible at the time, or any time to predict injector failure based off of visual inspection. Injector failure occurs internally inside of the component, and the component is not able to be disassembled for inspection because it is a sealed assembly. Dealer recommends that customer open a case with Kia Consumer Affairs to inquire about the possibility of goodwill consideration. The dealer does not feel that any further action is needed in this matter.

  Customer Answer

  Date: 01/30/2023

  
  Complaint: ********
  I am rejecting this response because:

  - This information about the parts was not made available to me at the time of replacing my engine so that I could make an informed decision about what additional parts and/or services I should purchase.

  - I purchased, at a Service Technician's recommendation, a service to clean the fuel injectors, etc as a part of the engine replacement.  Why was this service recommended for an engine replacement?  It has not been a full year since the engine was replaced and now, I have to replace all four injectors.

  - My car had a recall related to the low-pressure fuel tube when it started stalling and would not accelerate.  You all dismissed this issue and stated that it was fuel injectors, yet you also replaced the fuel tube.  My research found that "The most common symptom of low fuel pressure is an unresponsive throttle or a stalling engine. You may also notice signs like difficulty starting the car, a check engine light on the dashboard, misfires, or low performance."  This is how my car is running now but supposedly it is not related to the current recall or a result of the engine replacement, etc.

  - When I asked to retrieve my car, I was told I could get it the next day and that the service department opened at 7 AM.  I arrived around 7:30 and was told that my car was not ready because a safety recall had to be completed.  This was after Kia had already had my car 3 days earlier.  I was told to return in an hour, which I did.

  -Upon returning I paid the $186 DIAGNOSTIC FEE even though Kia had to do the recall work anyway. As I gave the Service Technician my card, he informed me that he had to enter it manually instead of swiping.  Additionally, he asked for my zip code, which I provided.  He then proceeded to tell me that it was not working so I gave him an older address zip code.  I finally asked him to try my current zip code again. He confirmed that he eventually got it to work, and I asked him if he was deliberately trying to make me upset (leave/come back, claiming credit card not working, etc).  He then proceeded to tell me that I have an attitude and that he will have me removed from the premises. Later I find out that he charged me THREE times for the same invoice (see attached). I just looked at him and the customer behind and was like "Really....you are threatening violence because I want my car".  I never raised my voice or used profanity.  Quite honestly, I was in shock in the lack of common courtesy or empathy.

  This company has not acted in good faith and the Service Technician and associated management lacked professionalism and a sense of customer service when engaging with me. Although I originally purchased this car in 2014 from this location, I will never purchase or utilize services from this company again.

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I talk to the manager about a blue 2022 *** ******** ******** ** and he told me he wanted 75k but I ended up paying 68 but he switched cars on me and sold me a gray one with 15k more miles on it than the blue one had, I paid for the car anyway and I also paid 500 for shipping the car but later decided to drive there and pick up the car, I was told that they owed me the 500 for shipping and I was asked if I would take ten oil changes instead of giving me back my 500 dollars and I agreed. Getting my tag and title was a nightmare, first they sent the wrong tax amount and the second time they sent the right tax amount but did not sign the check, so again the tag and title was delayed, so some words was exchanged and he decided not to honor our deal on the ten oil changes, instead he sent my 500 dollars back.

  

  Business Response

  Date: 09/01/2022

  As Mr. ********** explained he was offered a either or type of offer as a solution not both. We cannot guarantee him what the price of 10 oil changes would be because he is out of state. We couldn't get him that anywhere else but here locally. As a resolution he was offered and accepted $500. The check was cashed.  We will not be sending any further compensation.

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to the Kia dealership on 02/18/2022. I advised that the reason for me coming was to fix the oil leak my vehicle was having out of the exhaust pipe. I was given a quote before leaving. Once I left I receive a call and they stated it would be an additional $163.97 to fix. This was the first red flag but I needed my vehicle fixed. By the end of the visit I paid $874.62. I was told to come back in 1000 miles to check on the vehicle. I did not even make it to 1000 miles before my vehicle stated it needed another oil change. I once again took my vehicle back and was told it needed a deep cleaning and this would definitely fix the problem. This time it would cost me $589.48. I regretful complied and yet the issue is still not fixed. ***** no longer return phone calls and to top it off I had to pay for certain parts that I paid for in the first “fix” again. So basically I’m paying for Fred Anderson to guess what’s wrong with my vehicle when I’m also being charged for a diagnostic! I have since paid over $600 to ********* who had to change my coils from dried oil that leaked on them. No I will not trade my car in to get another KIA and I will never do business with Fred Anderson Kia ever again! I’ve been getting maintenance and repairs done there since I’ve owned the vehicle. But I don’t have money to throw away just because their guessing. I’ve also seen other recalls for this matter but I’m receiving no assistance!

  

  Business Response

  Date: 08/08/2022

  Service performed on vehicle up to this point is based on TSB ENG222 to address oil consumption. Per the attachement in visit number one, we are tasked with checking the oil level and repairing any oil leaks on the vehicle. On this visit it was found that the valve cover gasket was leaking, and the customer opted to have this repair completed.. In addition to the valve cover gasket being replaced we recommended replacement of the PCV valve, which is built into the valve cover, which the customer also opted to replace. The customer was instructed to return in 1,000 miles to have us check the oil level and move on to next steps. The customer did not return until 3,458 miles later on 4/22/22. Since the customer failed to return in 1,000 miles we recommended performing an oil change, and to begin the consumption test again. The customer returned on 5/16/22 (1,542 miles later) at the time we found the engine was 3.5 quarts low on oil and recommended completion of the second step in the oil consumption test process, which is to perform a deep engine clean.  As the customer is no longer within warranty, these processes are at the customer's expense. I've attached a copy of  TSB ENG222 to this response for your review.. It does not appear that the customer has returned since May 16th 2022 to have the remaining portion of the consumption test (see visit 3) checked. I do not see a duplication of part replacements on this particular customer's vehicle as she states in the above complaint. We are happy to work out an refund with the customer for a portion of her service bills in good faith, but do not feel that we advised the customer improperly or acted outside of TSB guidelines for the specific complaint. The customer did not return at the mileage windows that were recommended, and put the shop in a position where it needed to restart the oil consumption test.

  Customer Answer

  Date: 08/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: We have came to an agreement on how to settle this matter which was agreed upon by both parties. However, the well written response to this complaint was not the reasoning given on why I received a refund. Upon speaking verbally to an agent from the facility I was advised that my issue can not be fixed without replacing the engine and I should keep filling my vehicle with oil until the engine goes which would then be covered by warranty. I was also told that during the time of my 1st visit KIA did not have much information regarding my issue but now multiple vehicles are having the same issue. Although I do agree that I did not bring the vehicle back in exactly 1000 miles, it does not negate the fact that their diagnostics or the lack there of costed me as a customer when they are guessing at issues and not fixing the problem. Whether I came back at 1000 miles or 5000 miles the next attempted repair would have been an expense I had to pay which ultimately has yet to fix my issue. I gratefully accept the resolution we were able to come to. But I will not be returning to this facility or purchasing a KIA ever again because of the way this matter was handled! 
  
  Sincerely,
  
  ********** ******

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2021 Kia Telluride EX-P Nightfall Purchased July 24,2020 Vehicle went into the shop on July 7th, 2022 for 30,000 mile maintenance and oil change. I noted to them it sounded like there was a noise coming from the car when I reached speeds over 40mph, like a bearing. The cited it was the transfer case/transmission. The transfer case was replaced a couple days later but the dealer stated the noise was still present and it was the transmission. I was told on Monday 7/18 there were NO transmissions available in the US. I reached out to another dealer a couple hours away and they had located one in New Jersey. I inquired about the transmission but was told they were still showing none in the US and the transmission was on backorder. after asking how that was possible, they came back and stated one was in Ohio but they would not contact them for "warranty reasons" I then spoke with another dealer who stated that was not true and they could in fact request that transmission. Fred Anderson Kia also informed me there were over 100 transmission orders ahead of mine. I have spoke with other dealers in the area and they said there is no way to check that information. I asked how they knew it was my transmission if the car was never driven by the technician. They got defensive and asked how I knew it wasn't driven. I stated the app through Kia lets me see everywhere my car has been and the car never left the lot nor did it reach speeds over 40mph. They dealer stated the lift the car and put it in gear and spin the tires. If the noise was over 40mph, they would not have ben able to hear it by rotating the tires. The next text I received, they found metal shavings in my transmission fluid, that was never discussed with me. Dealerships are supposed to submit a Consumer Affairs Case if the vehicle has been in the shop for over 5 days and this was not completed. the lies from the dealer are unprofessional and worrisome. Requesting replacement at MSRP or buyback at full purchase price

  

  Business Response

  Date: 07/20/2022

  To Whom it May Concern,

  Our dealership has been up front in communication with the customer since her stated complaint on her original repair order on July, 7th. We have provided transportation for the customer while her vehicle was awaiting repairs to her transfer case. After replacement of the transfer case it was noted that there was still additional noise present. Upon further inspection after replacement of one defective component we found that there was also internal noise to the transmission. In some instances a problem with one component can lead to issues with another. We have the transmission on upper order status with Kia, which is the highest level that we are able to place. Kia Motors America is responsible for parts fulfillment, shipment, and delivery to dealerships. Backordered parts are allocated essentially the same as a waiting list. We do not have a current ETA of part arrival for this particular customer. This customer also has an active case open with Kia, which also acts as the supply chain for our parts, to have her vehicle bought back. This vehicle is still covered under warranty, and any buyback considerations will be made by the manufacturer and are not the responsibility of the dealer or it's affiliates. The customer will be given the option to remain in the rental car while the transmission is on order, which is currently being paid for under factory warranty by Kia Motors America, or she is also welcome to return her rental car and pickup her vehicle to obtain a second opinion elsewhere. Should she choose to take her vehicle elsewhere we will cancel her current parts order.

  Customer Answer

  Date: 07/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: after speaking with the dealership today, there was no resolution. I asked them to stop lying to me about what was going on and the response i received was threatening and was stated that I needed to come get my car and take it somewhere else (after they have advised against driving it) and that "I will cancel your transmission order and call the rental company and cancel that too" This is a blatant threat against me. this is a very negative and unprofessional response to my inquiry.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 07/21/2022

  ******,

               Unfortunately we cant seem to get on the same page about your vehicle. If your not happy with the service we recommend taking it to another dealership. Diagnosis of your vehicle issues has been done already no drive test is necessary. All modern cars store codes that will allow us to diagnose the issue.  Your part is on national back order, there is nothing anyone can do at the store level this is a corporate chain supply issue. you are also requesting a buyback, this is the first time you have had a issue with the vehicle in 2 years of ownership it is not a lemon vehicle. If you want to do a buyback on a vehicle that request would again have to be processed with KIA consumer affairs not the store. There is a separation between the store and corporate when it comes to warranty claims, and unfortunately we cannot do the things you are requesting. If you don't like the service your warranty is valid at any KIA dealership in the nation and we welcome you to take it elsewhere but you will get the same answer because we order the part from the same place, it's on backorder. We have done all we can do. There is zero reason why we wouldn't want to fix your warranty claim in a timely fashion, KIA pays us to work on it. Delaying your repair would just cost us time and money. If you are interested in trading out of the vehicle for something different to get you a immediate resolution please contact Tim Evely the sales manager at ************ and he will be happy to look into your options. We will be happy to help, but there is only so much the store can do. We don't manufacture the vehicles, we are simply the retailer. 

  Customer Answer

  Date: 07/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  This a several part action to reach an agreement with the dealership. I accept the response in part. I want an apology from the dealership for the threat of canceling my transmission order AND rental car.. This was unprofessional and unnecessary. 

  I am intrested in a trade.. but on my terms. I feel this will be a good way for both parties to reach a solution. The trade will NOT take into consideration my transmission. The Trade will be as my car is fully functional. Next, I am intrested in the 2022 SX on the lot currently. But I will only pay MSRP on the vehicle which is at 47,530. 

  In doing both of these listed, I will drop the complaint with kia Consumer Affairs and resolve with the BBB. 

  Thank you
  Sincerely,
  
  ****** ****