ComplaintsforMonroeville Kia

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Typical dealership!! They’re your best friend during the purchase. Once the ink dries, they no longer are concerned about you as a valued customer. My girlfriend called for our initial service and was told the oil filter was a Kia manufactured part, so it was recommended the oil be changed there. Lmao!! I found the filter on O’ Reilly’s website in 2 mins. Had my car in for service a second time. This time my panoramic roof was making a sound. They greased the track and told me there was nothing wrong with it. Same day, go to open my roof and what do I see? Grease on my interior! But wait there’s more. The guy tells me by the end of April my car could go in for detail and I would be put in a rental. Here we are middle of May. Still no call or scheduling for the damage. I call today & he tells me to just drop it off and can pick it up when it’s done. After I was told it had to be taken offsite to be cleaned and would be put in a rental. Your service dept is absolute clown shoes and you should probably train your employees to NOT blatantly lie to customers. You’ll be hearing from our Attorney!!!

  Business response

  05/15/2024

  To whom it may concern,

  We attempted to reach out to *** ***** to resolve his problem on a tracked/recorded line and he hung up twice on the assistant service manager. We notified the Executive General Manager / Partner he too reached out to *** ***** to help resolve his problem and has yet to hear back. We offered to fix a very small smudge on his headliner. That offer stands if he wishes to cooperate. If not, he indicated in his 1 star Google review and BBB complaint which was the same as the Google review, that we would be hearing from his attorney. We are a full service dealer and have the ability to resolve almost any automotive problem. The General Manager would prefer *** ***** to work directly through him and be his only point of contact. We really would like to help *** ***** and value him as a Monroeville Kia customer. We don't believe that we need to get our legal team involved at this point.

  Monroeville Kia

  Customer response

  05/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *** *****

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Kia brand new in 2016 and have the 100K power train warranty or 10 year warranty , whichever hits first; and 2 or so years ago it stopped working completely and they couldn’t figure it out. When they got it running the engine light would not go off which means they wouldn’t inspect it so we had to wait to bring it back to them and this time they have had the car since august . We have came up to get the car 5 Times and 2 times we didn’t leave the lot and the engine light came back on (even when they assured us our safety in the vehicle and that the light wouldn’t come on) . They keep saying it’s fixed and it never is. They won’t even inspect it for us because they know it’s not fixed . The reason they give us is bc it needs driven even tho they said they drove it 40 plus miles without the light coming on. Which is a complete lie: they refuse to actually help us and honor the fact we paid for this warranty and they still can’t fix the car: they said we will just have to come back and forth every time the light comes on which is anytime we get the vehicle back. We have been lied to and ridiculed constantly from this business . We’ve lost hours at work having to go back and forth as well: when we ask what’s wrong with the car they always say “we don’t know “. One Time they said they have done too much to the car that they made it worse but then that was never resolved. Now they want to keep our vehicle and take away our courtesy vehicle and make us pay for rentals which we can’t afford, plus this being their fault we should never have to . It’s all been unprofessional and if it’s happening to us I can’t imagine how many others are driving dangerous Kia vehicles around: (fyi our mileage is only at 77K )

  Business response

  05/15/2024

  Good afternoon,

  In response to this complaint, we have in fact had this vehicle for quite some time.  We originally sold the vehicle in September 2016.  The vehicle did not return for any service until 7/14/2022 and again on 7/29/2022.  The vehicle returned again in November 2023 and has been down several times since.  Below is an itemized list of the repairs.

  RO: ****** - Timing Chain/CVVT/Cam shaft replacement, Electronic Control Unit (ECU), Coolant Sensor

  RO* ****** - KIA Field Tech advised us to replace CVVT under Parts Warranty

  RO: ****** - KIA Field Tech advised us to replace the Head sub assembly, gaskets and bolts.  Additional repair requested to replace the engine harness under warranty to rule out an electric issue triggering any codes.  

  RO: ****** * KIA Field Tech advised us to replace the Electronic Control Unit, again, under parts warranty.

  RO: ****** - KIA Field Tech (FTS) advised us to replace oil control valve and reseal oil pan.

  All repairs are driven three drive cycles totaling between 30-40 miles.  At the completion of ******, the customer came back within 5 minutes and said the Check Engine Light (CEL) was back on.  Scanned and the code was a ***** code but the vehicle drove fine.  We replaced the ECU on ******, and test drove and gave the car back to the customer.  Same scenario, within 5 minutes the customer returns with the same code.  We then replaced the OCV and resealed the oil pan for quality assurance and test drove three drive cycles.  We called and left a message and said that the vehicle was ready.  The customer showed up, collected keys, and came back 5 minutes later and said that the CEL was on.  While we were scanning, the surveillance cameras were reviewed and it was recorded that the customer went behind the building got in the car, never moved it, and came back in 6 minutes later stating the CEL has come back on.  We called KIA and they have the FTS coming back this Friday, 5/15/2024. 

  On Monday, we were doing another preliminary diagnosis prior to FTS arrival, we noticed a device in the passenger side door panel, that is specifically designed to plug into the OBD port in a car.  Pins match the same tools we use to scan cars.  It has a mobile provider on the device but this could be a signal disruptor or something that could be causing a disruption or failing the computer of the vehicle.  I have attached two pictures of the device.

  To address the secondary transportation.  The customer has been provided secondary transportation all most the entire time of all repairs, either by Monroeville KIA or KIA USA.  Unfortunately, the customer elected to break Monroeville KIA's Loaner agreement and smoke in our vehicle.  I have attached pictures of the air filter of the vehicle they used, that has under 3,000 miles on it.  They will be being billed for the detail and ozonating of the vehicle.  As far as KIA USA providing transportation, we set up a reservations based on what the manufacturer authorizes.  There are no statements in an Owner's Manual that transportation MUST be provided.      

  Lastly, we are not able to perform an inspection on the vehicle as PA State guidelines require a Check Engine Light to be recorded off in a vehicle for a period of miles in order to pass inspection. 

  I have also added a current Carfax to this complaint for verification of my statements.  Please let me know if you require any additional documentation.

  Kind regards,

  John U**

  Service Manager

   

   

  Customer response

  05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  to add; we have NEVER smoked in the cars we had As neither of us smoke anything at all:  The business on several occasions have thanked us for keeping the vehicles clean , since they said  many who use the courtesy vehicles bring them back in horrible condition. (Also if they were suspicious of “smoking “ in the vehicle they wouldn’t have continued to lend us vehicles during this whole ordeal months later ).  this is just another way for them to lie and get out of being responsible for the endless unprofessional service they have given us with no end in sight. We haven’t had a courtesy vehicle in about 2 weeks and have never heard about any of this so this is definitely just a retaliation obviously on their part. I  have heard of several stories from Monroeville Kia doing this to other customers as well. They have lied to us over and over again through this entire process . The car  is still under warranty and we never hear updates; and have never gotten a reason as to what’s wrong with the car and why they continually can’t fix it: we get it back and it sounds worse and worse every time. Every time we have been in there , there is someone else dealing with the same things. I don’t know about anyone else but if I ask a professional what is wrong with my car and they say “I don’t know “ and walk away then that’s a problem. It’s to the point when and if we ever do see our car again we won’t feel safe to drive it because of the dishonesty and distrust we have been shown. 

  Regards,
  
  
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Prior to receiving my car Jason (service manager) was adamant that my car would not be covered under KIA warranty or Silverrock warranty. Once the car was received, 11/2/2023, Jason again informed me that the repair is not covered under either warranty company and even if it was the engine would give out in 6 months. - repairs were never called into Silverrock - 11/27/2023 I called KIA dealership and begged John (to call the repairs into Silverrock. I also informed him that Jason was adamant that the repairs were not covered under either warranty company and he told me he should not have said that. He apologized and said he would call. By this time my car was sitting at KIA for 3.5 weeks. - 12/4/2023 KIA called to let me know Silverrock would cover a new engine and that it would take 4-5 months to repair. I told John (service manager) about the inconvenience of being lied to and my car sitting there for 3.5 weeks for nothing. He then put me on hold. Once he returned he promised 8 weeks or sooner instead of the 4-5 months. - On 1/25/2024 Advocate from Macedonia Church called KIA dealership on my behalf and Jason informed her that the timeline for my car is mid – end of February. Even though on 12/4/2023 I was told it would only take 8 weeks or less to repair my car. She again noted the cockiness and unprofessionalism displayed by Jason - On 1/30 KIA corporate informed me that Jason said that my car is up for repossession and that someone from my bank came to take the car. They left the car so it could be repaired and would return after the car was fixed to repossess my car. He also said that my friend called and said that they were going to give me the money for my car payment. It was all false. Bridgecrest (my loan provider) informed me that my car is not up for repossession and no one was sent to the location. - to this day the business does not answer the phone or return my calls - their customer service is deplorable and unacceptable

  Business response

  02/03/2024

  ** ******

  RO open day: 11/02/2023

   

  Good morning,

  In response to this claim, the vehicle came to us and was having engine issues.  We were advised that there was an extended warranty through Silverrock Warranty Company.  *** ***** authorized the diagnosis.  We diagnosed it needing an engine replacement through KIA USA's warranty extension.  We gave her a timeframe of 7-10 weeks due to the volume of engines we replace on a weekly basis.  

  We were contacted one week after diagnosis by her lender (Bridgecrest) and asked to confirm that her vehicle (via VIN number) was there.  We said it was, and they stated that they were coming to take the vehicle and they will have documentation available upon pickup.  At that point, there were several weeks of communication between the customer, Bridgecrest, and Monroeville KIA to determine what was the vehicles status.  Parts were not ordered as there was no confirmation from either party what we were repairing with the vehicle.

  I spoke to *** ***** yesterday, and all has been confirmed.  The engine is on order and barring no other secondary issues, or transportation delays; we should complete the repair in the next 7-10 days.

  Please feel free to reach out to me directly if you have any questions or require additional information.

  Carfax attached.

   

  John U** 

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

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

• Initial Complaint

  11/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/6/2023, I went to Monroeville Kia and told them the cap to the radio antenna on the roof of the car had come loose. They gave me an estimate of $650 to repair it and explained they had to go through the roof for the wires and couldn't just glue it back on. I prepaid for the part that day, totalling $224.53. I went back 11/10/23 to have it repaired, and was charged $435.00 in labor when it only took 1 hour and 45 minutes for it to be fixed. I questioned that amount, as there is a sign on the wall saying "Labor is $145.00 per hour". The assistant manager could not have been more ignorant or rude to me with his response and tone: "It is by job, not by hour" he said. I said "that is not what your sign says" paid them and left. There were other charges on the final invoice for the job and I had a coupon to use as well, so total paid 11/10/23 was $427.69. I called on November 14 to speak to the Kia Service Manager and was put into voice mail. A man who said his name was Jeff called me back and I explained what happened. He said the same thing as the assistant service manager and I told him, "that is not what your sign says". I then told him that the assistant service manager was very rude. He said he would look into the situation via cameras there and also said he would issue a credit to my VISA, which has not happened. A week later on November 21, I called again since no one had called back. Instead of putting me through to him, I was put through to Dale, a manager in Chrysler, not Kia. After I explained the situation to him anyways, he said he would see what he could do and call me back. No call as of yet from anyone there. I also spoke with the operator there to try to get the owner's email or phone number, but the operator said she did not know it. I think this falls under deceptive advertising and should be reimbursed the extra labor charges.

  Business response

  11/28/2023

  Good morning,

  I apologize for the delay in responding as I had some time off during the holiday.  *** ***** has been here two times, once for factory recalls and once for this repair/complaint (both Repair Orders are attached).  The repair she asked us to complete is a job that was quoted as a flat rate job where the technician quoted and 3 hours and the customer approved.  The technician was able to complete the job in an little under two hours.  Despite having the charges explained to her by the advisor and Assistant Manager, *** ***** wasn't understanding that the job is flat rate and not a listed service, like an oil change or tire rotation.  If you Google flat rate technician the following comes up.

  - What is flat rate job description?
                   A flat rate is tied to a particular job. For example, Job X will take a good tech two hours to complete. If the tech finishes the job in one hour, they still get paid for two hours. The opposite is true, too: if the job takes four hours, the tech is still paid for two hours.

  We do post that our "flat rate" hourly rate is $145.00, which is the lowest price in our KIA district, however *** ***** feels that the charges should only apply when the vehicle is being worked on.  She spoke to the General Manager in my absence, and he asked me to review when I returned.  My staff said that *** ***** was combative as we would not accept outside parts, due to us not being able to warranty the part, thus the work.  She was using profanity while here, not towards my staff, but about the situation in general, which made my staff uncomfortable.  Due to her overall interaction with my staff and the clear pattern of frequent returns to other service centers based on her Carfax report (copy attached, please review 2020-2022), we are opting to decline any refunds or credits for the work performed and recommend using a different KIA service center moving forward. 

  Kind regards,

  John U** 

  Service Manager

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

  Customer response

  11/28/2023

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

  rom: **** ***** ***********************>
  

  Date: Tue, Nov 28, 2023 at 12:58?PM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  Hi.  Thank you for sending.  I am not surprised they lied about refunding me and I have no problem not returning there.  Not sure what they mean about providing my own part?  Definitely somewhere to stay away from!  Thank you for the assistance. 

  Regards,
  

  
  ****** *****

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase vehicle 9/5/20. Brought the car back the next morning due to the (TPMS) tire pressure light stayed on along with engine not starting. At this time, the sales rep recommend I bring it back to be serviced immediately as I did for months after. The light is currently still on. I have brought my car back to KIA dealer and service department less than three to six months since I had the vehicle from leakage of oil to engine light staying on and work on the motor along with replaced spark plugs and coils. Replace oil pan and valve cover gaskets. Serpentine belt. Sensor Assy-knock continually. Vehicle would have loss of power on occasion with me having to have it towed by AAA. I was told every time I took my vehicle in for service, I would need an engine replace under KIA warranty recall. Due to a recall. I have asked about this on several occasions and was told when my car would be sluggish and hard to drive with engine light on this would be the time to have this changed engine. Never wanted to assist me with a loaner car being this is my only vehicle. This car has been a total inconvenience since I purchase if from the lot. From the salesperson and the loan officer. from where I live with my child and not being able to use for the purpose of my only means of transportation to in from work and taking my daughter to school. My vehicle is still now at KIA dealer service department and the manager John and Jason Shook, Now my car the oil is leaking into the engine. Service department recommend that I not drive my car due the engine loss and danger to drive. They are now charging me for replacing spark plugs again which was just done in Jan 2023. Now I don’t have a vehicle which I’m responsible to continue to pay car loan and insurance on the for car that not only is not drivable since I purchase the vehicle. I would ask for a loaner while my car was there being worked on for weeks at a time and was told no by the service department supervisors John and Jason. I have spoke with the sales department one day and never heard anything back as of today.

  Business response

  11/10/2023

  In response to this most recent complaint.  *** ****** has had some recent issues with her vehicle, however, some of her timeline's are skewed.  I have attached a Carfax to validate services here and will be happy to provide any supporting documents at your request.
  
  9/5/2020 - Vehicle purchased
  9/25/2020 - RO ******* TPMS light flashing - Cleared codes and relearned wheel sensors (Warranty)
  10/10/2020 - RO ******: Vehicle no Start - Battery needed replaced
  12/3/2020 - RO ******: Oil Change and Tire Rotation
  7/2/2021 - RO ******* Performed Recall ****** *Warranty) and Customer States the vehicle is leaking oil, whereas her oil pan was leaking and needed replaced.
  12/15/2021 - RO ******: Oil Change and Tire Rotation
  10/27/2022 - RO ******* Customer states the vehicle is losing power.  We performed a timing change repair to the vehicle (Warranty)
  11/16/2022 - RO ******* Customer states vehicle leaking fluid post repair.  Confirmed faulty seal and replaced. (No Charge)
  1/27/2023 - RO ******* Customer states Check Engine Light is on.  Verified concern that there were cylinder misfires requiring replacement spark plugs (customer pay) and coils (warranty).
  1/31/2023 - RO ******* Customer states Check Engine Light is on again.  Verified found residual oil burn from present from previous repair in cylinder 2. Cleaned out and repaired, (No Charge)
  4/21/2023 - RO ******* Customer states Check Engine Light is flashing.  Verified PI1326 code and replaced knock sensor. (Warranty) Performed SC249B Recall
  6/16/2023 - Customer states vehicle is leaking fluid.  Verified Water Pump was leaking antifreeze and replaced under extended warranty. (Warranty) Verified that the vehicle had oil seeping from the around the valve cover and residue around the drain plug area.
  In order to help *** ****** as she had continued issues with the vehicle, we replaced 4 seals at no charge.  Approximately, $300.00 in repairs.

  Current RO ****** * Customer states vehicle is running rough.  Verified concern cylinder misfire replace coil (Parts warranty) and replace spark plugs as they were soaked in oil.
  

  We believe tha* ** ******** vehicle may be burning oil and we advised her to perform a combustion chamber cleaning in her cylinders to attempt to remedy the misfire issue, of which she authorized.
  Her vehicle was completed on 10/26/2023 but has refused to pick up the vehicle and did a request to try and trade out of the vehicle.  She has refused to come in and go through the sales process in selecting a potential replacement.  Her vehicle has damage to most panels (pictures attached), including the unrepaired accident from 6/8/2023, which after reviewing may likely be the cause of her mechanical failures on 6/16/2023.
  
  Also, I need to point out that the mechanical issues started around the time that she used a local Valvoline in May and July of 2022.  We would have no way of knowing if the incorrect oil or filters were used at that time, and that could have begun a slow-moving catastrophic failure over the course of the next few months.
  
  In closing, *** ****** will have a reduction in value for the current cosmetic condition of her vehicle.  We would gladly work with her to try and get her in another vehicle, but to be fair, the vehicle is in fair to poor condition due to the number of major impacts to the exterior of the vehicle.
  
  If she elects to keep the vehicle, we can monitor it for oil consumption and try to work with the manufacturer for future resolution but that is a 4 step 4,000-mile process, that may incur some out-of-pocket expense.  She is also able to get a second opinion from another KIA dealer or go to another dealer if there is a future issue.           
  
  *** ******** vehicle has been complete since 10/26/2023, we will give her until 11/26/2023 to pick up the completed work and pay the authorized work.  After that, we will be forced to have the vehicle removed as we have very limited customer space.  Monroeville KIA is also not responsible for any failures to the vehicle from it sitting on our lot for an extended period of time.
  
  Please let me know if you have any questions or require the Repair Orders.  I can get you the newer ones fairly quickly but the older ones will need brought up from our archives.
  
  Kind regards,
  
  
  John U**
  
  Service Manager
  Monroeville KIA

   

  PLEASE SEE ALL ATTACHMENTS

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2016 KIA Optima (in 2019) based upon the trust in their advertised KIA promise of a 10 year warranty on 100,000 miles or 10 years on the powertrain. The car's transmission broke down in 2020, with diagnosed transmission failure. The transmission was replaced under warranty but it broke down again in 2023 despite being less than 10 years old and under 100,000 miles.  A replacement should have atleast lasted until 2026 or 100,000 miles. I have taken good care of my car and despite being less than 10 years old and less than 100,000 miles on the car, the replaced transmission broke down again. I took it to my local dealership at less than 100,000 miles, they refused to replace the transmission, and wanted to charge full price of $9,000. It is my assumption that the replaced transmission was rebuilt and was faulty and defective, instead of a new transmission which caused it to prematurely fail. This is why they only gave a 12 month warranty which they did not make clear or to my understanding as the advertised warranty is 100,000 miles or 10 years. I've had sufficient and proper  maintenance, accident and collision free, regular oil changes and tire rotation, and I have not used any contaminated or low quality fuel. 

  Business response

  08/30/2023

  To who it may concern,

  When a Kia warranty is transferred to a second owner, the vehicle's 10-year/100,000-mile limited powertrain warranty is swapped for a 5-year/60,000-mile limited powertrain warranty. This warranty provides coverage for vital powertrain components like the engine, transmission, axles, and driveshafts. *** ***** did not purchase this vehicle from Monroeville Kia nor do the records show she purchase a Certified Pre-Owned Kia from an authorized Kia Dealer. We are not aware of any other extended service contracts since we were not the selling dealer. *** ***** may want to check here original records to see if she purchased any additional coverages. I've attached a current Carfax and Warranty Coverage Details from Kia. I recommend she return to the dealership who either installed the transmission or the original selling dealer. 

  In response to this BBB case.  *** ***** came in on 8/23/2023 stating that the transmission is slipping.  The customer approved diagnosis and it was determined that she in fact needs a transmission replacement.  She has an Optima 1.6 liter Turbo that has a dual-clutch transmission, which is very expensive part.  
  
  
  According to the Carfax, she purchased the vehicle in 2019 from a KIA dealer in New York state.  If the vehicle was purchased as a known Certified Pre-owned, it takes the powertrain warranty from 10 years/ 100,000 miles to 5 years / 60,000 miles, unless the customer elects to purchase an aftermarket warranty.  We are not aware if she did purchase any additional coverage.  I cannot comment if she was misled at the time of purchase from wherever she purchased the vehicle from.  
  
  
  She may want to contact the dealer she purchased the vehicle from and verify the terms of her agreement or being the fact that she does maintain her vehicle mostly at KIA dealers in our area, we would advise her to reach out to KIA Consumer Affairs and see if the manufacturer would consider supporting.    

  Happy to help!

  Monroeville Kia
  

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with a faulty engine in my Kia Optima for over a year now. Last year when my engine started acting up the first time I was out of a vehicle for over two months because my car was towed to the wrong dealership and could not be found. Once it was found I still had to wait a prolonged period for my vehicle to be serviced. I was not reimbursed for the thousands of dollars I spent on transportation. When I requested a loaner vehicle, I was told “we don’t have a loaner for that type of vehicle”. Fast forward to now and the same engine that was worked on before now needs a total engine replacement. I was told “All I have for you is a ten day rental after that you will have to cover the costs of a rental for 10-12 weeks.” When I requested a loaner I was told they don’t have any and that if I found another Kia dealership that could offer me a loaner I would have to pay back the money for the ten day rental they provided. So I am again to be without a vehicle for MONTHS or pay thousands of dollars in transportation until my vehicle is finished again. That is more than six months of being out of a car for a reason that is not my fault. I think that is extremely unfair and inconvenient for a paying customer. I have a small child and I need to be able to get back and forth from work and doctor appointments and to provide food and care for my child and I believe something more should be done to accommodate me because KIA put bad engines in everyone’s car.

  Business response

  06/05/2023

  Good morning,

  In response to *** ******* recent BBB complaint, to confirm the vehicle is here and towed in on 5/7/2023.  The vehicle is in-operative due to engine failure under the PI1802 campaign, which extends warranty coverage (parts and labor) for rod bearing failure, past the manufacturer's original warranty regardless of ownership (Repair order attached).  The vehicle was here one other occasion and that was to duplicate key (repair order attached).  I cannot comment on behalf of any other down time of his vehicle at another shop or dealer.  Our process under this campaign, is to extend a 10 day courtesy rental to the consumer in an effort to help them make arrangements.  Any additional expenses would be filed through the KIA Engine Settlement portal, as we are just the dealer assigned to repair and replace (R&R) engine based off geographical/failure location.

  Any additional expense coverage, throughout the R&R process would have to come from KIA USA, and we will provide any supporting documentation at their request.

  I have attached a copy of the Carfax, for prior service verification.  If you require any further documentation, please let me know.

  Regards,

  John U**

  Service Manager 

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

  Customer response

  06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****

• Initial Complaint

  12/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Unable to reach staff despite calling multiple times to get permanent registration. Staff either does not pick up or forwards call to a voice mail box. No one ever calls back. Appear to not care at all about their customers.

  Business response

  12/07/2022

  To whom it may concern,

  Sorry to hear that you are having trouble getting through on our direct line. We do experience over the holidays an increased call volume. Our accounting office hours are Monday thru Friday from 9 to 5 and the direct number *************

   

  Sincerely,

  Monroeville Kia

  Customer response

  12/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  **** *****

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is an engine issue w/ Kia Sorentos. Unfortunately, my Kia was affected by this and I am in need of a new engine. I had my car towed to Monroeville Kia (where I purchased it) on 5/20. They only authorized a rental for 10 days. When my 10 days were up, I was told I could submit and possibly be reimbursed $40/day for a rental. (Won't cover a rental). I called two weeks ago to see what the status of my car was. I was told it would be done by July 8. When I didn't hear anything on July 8, I called there around 3pm to get an update. I was told I was the first car to be done on Monday, July 11. I didn't hear anything Monday or Tuesday so I called Tuesday around 3 and was told the guy who was supposed to fix it was on vacation and that it would be started first thing Wednesday and would be finished by Thursday (today!). When I called for follow-up today, I was told I could use the service managers personal vehicle because mine would not be done until next week. Kia Corporate is of no help. I spoke to multiple people there.

  Business response

  07/14/2022

  To whom it may concern,

  Due to massive supply chain shortages across the world, parts and repairs can take several months. Kia America will only authorize 10 days of rental. Monroeville Kia will never give a customer their personal vehicle. Jason S***** who is handling the repair order has been in contact including today 7/14/22. My service hours are Monday -Thursday from 8 to 6 Friday 9-5 Saturday 9-3 and closed all Holidays. 

  We are making every to complete all repairs in a safe timely fashion. In addition Monroeville Kia follows All Covid-19 protocols based on the CDC and Allegheny county to protect our guests and team members. We are sorry for the delay. We also have reviewed our recorded phone calls and Carfax to *** ****** last service visit at Monroeville Kia was  October of 2020. We do recommend *** ****** to return to Monroeville Kia to have her Kia properly serviced by a Kia Certified Technician every 5000 miles or 6 months. 

   

  Sincerely,

  Monroeville Kia

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/10/2021 Kia performed a Filter-Air Cleaner/Cabin Air Filter-P on my 2016 Sorrento. After which the smell of antifreeze consumed the vehicle whenever the Air Conditioner was used. July they"fixed it?" Stating the mechanic didn't fully flush the system. The smell continued. They said it's probably burning off the excess. September the heater wouldn't work, the suv choked when driving. They said bring it on 10/23/2021. Pay $135 for a diagnostic, which found nothing. Pay $800 to take the engine apart to find the problem, which turned out to be the engine block. The engine needs to be replaced. The mechanic stated"It was in backwards".The short block top half of the motor. The parts are on back order, there's no estimated time on when they will have them. They have another vehicle there waiting on parts for about 45 days. I told them my family is driving out of state for a wedding on the 20th. They provided a rental through Enterprise for 10 days at $35 a day, which was extended to 17 days, after I called Kia Consumer Affairs, who said they will reimburse me for the days over the allotted 17 after the vehicle is completed. Enterprise met me there on 12/18/2021 with a crappy 4 cylinder Nissan Kick, that the 5 of us couldn't use for the trip, then on 12/17/2021 I received notification that my credit card was charged $666.44. Enterprise stated I had the vehicle 29 days, and they charged me for 12 days. That's $225.71 over my car note of $440.73! So far that's $1466.44 I'm required to pay because of mechanic, and manufacturing errors! I don't believe my credit, and my finances should have to take a hit. Kia, and all of their partners are at fault, and responsible for this. Not me! Their mechanic said the "flush rushed the problem."and another one said "the part was in backwards". Does that mean it would've happened once my 69k miles reached over there 100k mile warranty that I would be out ove of $1000s of more dollars, or our lives! How many others are affected!

  Business response

  12/20/2021

  To all parties,
  
  
  In response to this BBB complaint.  The ******** have been here 4 times in 2021, prior to the engine teardown on 10/25/2021 ***********.  Below are the following Repair Order's descriptions and attached are copies of the RO's, a copy of the vehicle Carfax, and the Parts backorder inquiry as of this morning.
  
  
     ****** (3/16/2021) - Customer scheduled: Oil Change, Tire Rotation, State Inspection and Emissions
  
  
     ****** (6/10/2021) - Customer scheduled: Oil Change, Air and Cabin Filter Replacement, Fuel Induction Service
  
  
     ****** (9/22/2021) - Customer scheduled: Oil Change and Cooling System Service
  
  
     ****** (9/28/2021) - Customer called stated: Temperature controls are not functioning correctly.  Dealership brought in their vehicle and bleed cooling system to confirm no air in the lines.  Problem fixed, customer was not charged.
  
  
     ****** (10/25/2021) - Customer called stated vehicle overheating.  Vehicle was brought in and scanned for codes and pressure was checked.  Vehicle was losing pressure, and we had to get KIA CPO/JMA (Certified Warranty) involved.  They requested the customer approve a teardown of four hours to further look at the failure.  Customer approved and upon teardown, it was determined that there was an internal, not external, coolant leak which was causing pressure to drop and coolant being back fed into the radiator causing head gasket failure, thus overheating the vehicle.  We ordered the engine that same day and it is on backorder, with no ETA set at this point.
  
  
     In regards to the "it was in backwards" comment, she was never told that anything was backwards.  I don't know if there is confusion between dealerships, as the customer appears to also do business with #1 Cochran KIA in Robinson.
  
  
    The loaner vehicle issue is between the customer and the extended warranty company.  I have no control over their arrangement(s) and can only facilitate them with information at their request.     
  
  
    We have explained to *** ****** multiple times that we will let her know when the engine gets an estimated ship date and we will expedite replacement as soon as possible. Please review the attached documents. We've included our parts order, repair orders and most recent Carfax. Please understand there are delays due to global supply chain issues due to Covid-19.

  
  
  Thanks,
  
  Monroeville Kia

  Customer response

  12/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  As Jason, my service representative with Monroeville stated in his response, "which I copied and attached below", I was told I had to sign the authorization they needed in order for them to tear down the engine to find the problem. Since opening up the engine revealed it to be an internal coolant leak, which was caused by their mechanic's inability to service the vehicle coolant flush properly is what caused and/or ignited the failure of the gasket.  Therefore, I should not be held liable for the $800.00 cost to tear down the engine. Kia created the problem, so they should be held liable for all of the cost affiliated with the repairs, including the upfront cost of my rental vehicle. 

   ****** (10/25/2021) - Customer called stated vehicle overheating.  Vehicle was brought in and scanned for codes and pressure was checked.  Vehicle was losing pressure, and we had to get KIA CPO/JMA (Certified Warranty) involved.  They requested the customer approve a teardown of four hours to further look at the failure.  Customer approved and upon teardown, it was determined that there was an internal, not external, coolant leak which was causing pressure to drop and coolant being back fed into the radiator causing head gasket failure, thus overheating the vehicle.  We ordered the engine that same day and it is on backorder, with no ETA set at this point.
  
  Regards,
  
  ******* ******

  Business response

  12/22/2021

  Please see our original response. We will keep ** ****** notified when her parts arrive. ONCE AGAIN THE ARE SHORTAGES OF VEHICLES, PARTS, FOOD, ALONG WITH OTHER GOODS AND SERVICES DUE TO THE GLOBAL PANDEMIC CAUSED BY COVID-19. In addition I'd to speak directly to John **** Service Manager ************ **** **** because based on this correspondence there appears to be a disconnect.  Happy Holiday's from Monroeville Kia!

   

  To all parties,
  
  
  In response to this BBB complaint.  The ******** have been here 4 times in 2021, prior to the engine teardown on 10/25/2021 (*********).  Below are the following Repair Order's descriptions and attached are copies of the RO's, a copy of the vehicle Carfax, and the Parts backorder inquiry as of this morning.
  
  
     135036 (3/16/2021) - Customer scheduled: Oil Change, Tire Rotation, State Inspection and Emissions
  
  
     136783 (6/10/2021) - Customer scheduled: Oil Change, Air and Cabin Filter Replacement, Fuel Induction Service
  
  
     ****** (9/22/2021) - Customer scheduled: Oil Change and Cooling System Service
  
  
     ****** (9/28/2021) - Customer called stated: Temperature controls are not functioning correctly.  Dealership brought in their vehicle and bleed cooling system to confirm no air in the lines.  Problem fixed, customer was not charged.
  
     ****** (10/25/2021) - Customer called stated vehicle overheating.  Vehicle was brought in and scanned for codes and pressure was checked.  Vehicle was losing pressure, and we had to get KIA CPO/JMA (Certified Warranty) involved.  They requested the customer approve a teardown of four hours to further look at the failure.  Customer approved and upon teardown, it was determined that there was an internal, not external, coolant leak which was causing pressure to drop and coolant being back fed into the radiator causing head gasket failure, thus overheating the vehicle.  We ordered the engine that same day and it is on backorder, with no ETA set at this point.
  
  
     In regards to the "it was in backwards" comment, she was never told that anything was backwards.  I don't know if there is confusion between dealerships, as the customer appears to also do business with #1 Cochran KIA in Robinson.
  
  
    The loaner vehicle issue is between the customer and the extended warranty company.  I have no control over their arrangement(s) and can only facilitate them with information at their request.     
  
  
    We have explained to *** ****** multiple times that we will let her know when the engine gets an estimated ship date and we will expedite replacement as soon as possible. Please review the attached documents. We've included our parts order, repair orders and most recent Carfax. Please understand there are delays due to global supply chain issues due to Covid-19.
  
  
  Thanks,
  
  Monroeville Kia

*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. ↩