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:04/30/2025

  Type:Sales and Advertising 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.

  On March 20th, I went to Kia Parkside specifically looking to purchase an all wheel drive (AWD) vehicle due to the safety features the AWD possess and I’m a single mother of two small children and a nurse and must travel in icy/snowy conditions when present. I expressed this many times to the salesman. Upon test driving my current vehicle, the salesman told me many times the vehicle was indeed AWD. I saw a button marked with an “A” and asked the salesman if that was the AWD button to which he stated “yes”. I liked the vehicle and started the process of purchase. Again, I asked to make sure the vehicle was AWD and was told it was by the salesman. I signed all paperwork after the salesman and other Kia staffed discussed and explained to me. I did not read all the paperwork in great detail because I trusted the employees at Kia to tell me the truth. Not until paperwork was signed and last step was getting insurance coverage did I find out the vehicle was NOT AWD, it was front wheel drive (FWD). I obtained the VIN number from the salesman (which the first VIN he gave me was for the wrong vehicle - I had to contact him again to get the correct one) and the insurance agent is the one that informed me the vehicle was not AWD but in fact a FWD. I contacted the salesman to express my displeasure and disappointment in being lied too and wanted to see how to fix the situation. The salesman claimed he never stated the car was AWD. I then took the matter to the manager, to which he claimed the paperwork does not show AWD and only solution is to sell me an older model AWD for more money and higher payment and I must take out additional warranties. This made me question my contract. I’m looking over my paperwork, it appears 4 extra warranties/maintenance contracts were sold to me that I wasn’t fully explained and it appears they have added the amount they were going to give me on my trade in back into my total amount financed.

  

  Business Response

  Date: 04/30/2025

  We are sorry to hear Ms. ***** is unhappy with her experience. Multiple documents showing the vehicle was front wheel drive were shown to and signed by Ms. *****. All documents including the retail installment contract showing the additional products voluntarily purchased by the customer were disclosed, explained and signed by Ms. *****. Immediately after Ms. ****** notified us that she was interested in an AWD vehicle, every reasonable effort was made to trade her out of the vehicle she purchased over a month ago. We have always been committed to providing the highest level of customer service and transparency to our clients. Unfortunately, we could not reach an agreement to satisfy Ms. *****.

  ** ******

  General Manager

  Parkside KIA

  

  Business Response

  Date: 05/06/2025

  All cancellation fees have been waived. Perma plate cannot be cancelled. It was physically installed on the vehicle when Ms. ***** agreed to purchase it. 
  

  ** ******

  General Manager 

  Parkside KIA
  

  Customer Answer

  Date: 05/06/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23268975, and find that this resolution is satisfactory to me. Please provide documentation of proof of cancellation both please. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/04/2025

  Type:Billing 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 purchased a car March 1, and financed $11,237.07. The sales contract I was provided does not match the loan information provided to Huntington bank. The documents provided to the bank included a $235 origination fee that was not on the sales contract. I noticed the error when the fee was added to my loan information when I went to pay off my loan. I contacted Parkside kia and was told new loan documents would be drawn up. I went on March 12 (taking time off of work) to sign new documents and as I believed that paperwork would be provided to Huntington bank, I held off on paying off the loan while I waited for the paperwork to be corrected. It has been several weeks and despite calling and leaving messages I have not heard back from Parkside kia. As my intent was to pay off this loan, I want the loan to backed out and re-booked so that I am not on the hook to pay interest accrued while waiting for the loan to be booked, or for the dealership to pay the fee and any interest accrued to date.

  

  Business Response

  Date: 04/04/2025

  Ms. ****** loan with Huntington bank was corrected on the March12th. We have been waiting on the bank to update the information on their end. Unfortunately, we do not have any control over how long that process takes. Ms. ****** is welcome to bring us a cashier's check for the full amount by April 7th and we can cancel the loan with Huntington. Our sincere apologies for the inconvenience this has caused. 

   

  Best Regards,

   

  ** ******

  General Manager

  Parkside KIA

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

  Customer Answer

  Date: 04/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23160389, and find that this resolution is satisfactory to me. I took a certified check April 4, 2025 and left it with **** ******. Would have loved to resolve this without a complaint but as my phone calls, voicemails and email did not receive a response, opted to contact this bureau instead. I hope to receive better communication in the future. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/19/2024

  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.

  I had my car towed to Parkside Kia December 11, 2024 to have recall work done on the catalytic converter. I thought there had been previous diagnostics but I was mistaken. The mechanic put the computer on the car and took a video of the codes for reference and the car was sent to Parkside. Upon doing their recall work, they said they updated the software and the recall was completed. I received no communication other than texts from people at the time didn't even say their name and they refused to let me speak to a mechanic. I sent my son to the dealership where he spoke with the mechanic who agreed with my son that it is the cat but the codes are "cleared" so now they won't touch it. The car is completely undrivable and unsafe. They closed out the recall saying completed, where that absolutely did not happen correctly. I called Kia Corporate and filed a claim, they said to have Parkside run diagnostics. I talked to ********* and she said there were codes pending for the catalytic converter but the other codes had not came back yet and due to the fact that the recall was already "completed" and the codes were not "present " at the time- even though they have had the car the entire time. It has not left their lot. How did it have zero codes, to pending codes now but not all? I included the absolute ridiculous quote for the tires as well, I also have the video of the original codes upon request. I have asked multiple times, to multiple people to have this corrected. Today I was told to only speak to their GM and I've left a message that has not been returned. I am critically ill and this is my only car and I love it. I would like it fixed properly and to be safe. If I was to move it off the lot under its own power it would total the car. Are you able to please help me? Thank you for you time and consideration.

  

  Business Response

  Date: 12/19/2024

  Good evening,

  Ms.******* did bring her vehicle to us for a recall to be completed on 12/11/24. We followed KIA's guidelines on both recalls and completed per the manufacturer's instructions. One of the recalls is related to the vehicle's catalytic converter, the instructions state that if a trouble code of P0420 is set in the vehicles computer the catalytic converter needs to be replaced. If the code does not exist a reprogram is needed. There was not a P0420 stored in the vehicles computer so the reprogram was performed. Ms. ******* did bring the vehicle back with a drivability concern on 12/18/24, she stated another mechanic found a stored troubled code in the vehicle's computer showing P0420.

  Again, we retrieved the codes using KIA's diagnostic equipment as required and no P0420 existed. When we communicated to the customer by text to explain what we found Ms.******* advised us she would be securing an attorney. At that point the Service Department advised her all communications need to be directed to the General Manager which is standard procedure. Ms.******* did call to speak with me unfortunately I was with another customer. I did personally reach out to the customer 4 times today, each time the phone rang once and then went to voicemail which is full and a message cannot be left. The customer is requesting that we replace the catalytic converter at no cost to her. We would be happy to replace the catalytic converter under warranty for the client if her vehicle met the parameters specified by the manufacturer but unfortunately that is currently not the case. The recall is through the manufacture not the dealership and we cannot authorize the catalytic converter replacement on the manufacture's behalf. Ms.******* would need to contact KIA directly and request goodwill. If KIA authorizes the repair, we would be happy to assist.

  We sympathize with the customer in the current situation but unfortunately are required to follow the manufactures instructions per the dealer agreement.  I have attached a copy of the recall showing KIA's instructions. 

   

  ** ******

  General Manager

  Parkside KIA

  Customer Answer

  Date: 12/27/2024

  Their statement was a complete lie. I have a terminal illness and have been very very ill and did not see this email chain. Please review their footage. The car has never left their lot since December 11. Please help me ..... They are so inaccurate. The car has NEVER left them! This is what I deal with . Please help me.... I am

  

  Business Response

  Date: 01/28/2025

  Good morning,

  I just reached out once again to Ms. ******* ** ************. No one answered the phone and I could not leave a message because the mailbox was full. My direct number is ************* ***** ** ************************ 

• Initial Complaint

  Date:12/13/2024

  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.

  In August 2024 a claim was filed with Parkside Kia to receive money back for the unused extended warranty. Paperwork was submitted as required. I have had a difficult time getting responses to emails that have been sent. To date there has not been payment received for the unused extended warranty. I have reached out multiple times. If all the emails are needed I can provide all those.

  

  Business Response

  Date: 12/13/2024

  We have reached to the customer today to resolve. The warranty is through TWS and needs to be canceled by the customer however we are going to do everything we can to help. The lack of response on our part is unacceptable and has been addressed. Our sincere apologies for any inconvenience we have caused the customer. 

   

  RJ ******

  General Manager

  Parkside KIA

  Customer Answer

  Date: 12/18/2024

   
  Complaint: ********
  
  I am rejecting this response because: after filing the claim with BBB I received an email on 12/13/2024 from Justin that requested additional information. I replied to his email asking why this had not been addressed over the last 4 1/2 months that I have been emailing and getting nowhere. I also put a call into the General Manager requesting a call back. Justin did call on 12/13/2024 after I replied to his email. He was nice during the conversation. He expressed that he let the ball drop however this was not his job. I am the customer I don’t know who is to do what there. I expressed that to him. He then started talking about some solutions then stated well I need to check to make sure we can do that. Then turned around and stated he was going to Fed Ex paperwork or pay for my gas to and from Parkside Kia right after he told me he did not know if he could do that or not. I told him I would wait until I heard back from the General Manager to move forward since he told me during the conversation he would need to check with them to make sure he could do those things and then promised to do them. I did get a call back from the General Manager on 12/18/2024. I explained to him the situation. He apologized and understood my frustration. The General Manager than told me he was going to talk to the Financial Dept and get back to me today. At this time I am working on a resolution with the General Manager but have asked that this claim remain open until the claim is handled. 

  
  Sincerely,
  
  Diana *******

• Initial Complaint

  Date:09/23/2024

  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.

  Sold us a new vehicle, 9 months later, tires are destroyed because of vehicle being sold with obvious misalignment. BOTH back tires with extreme wear on inside of tires. We offered to buy tires but we expected them to fix the issue with the vehicle not charge us extra. That is literally selling a bad product and then making the customers pay extra to just get the product to work correctly (that is a factory defect). The part that bothers me the most about it however was the rude and unprofessional way that the kia service center treated my wife. They blamed her for damage to the tires (no physical damage) only damage was uneven wear on both rear tires. They claimed driving conditions and roads etc. We purchased 2 vehicles the same week, both EV's both SUV's and they are currently within 700 miles of use of each other, both driving the same roads and same conditions. The kia has 8/32 (1/4) tread on outsides and 1/32 on inside of 1st tire and 2/32 (1/16) on the other. (Not normal wear and tear for a new vehcile) The other vehicle has 9/32 and approx 8/32 on insides of all 4 tires (normal wear and tear) I'm not sure what gravel drive ways have to do with anything, but they said driving on gravel wears tires more as well. (Our driveway is asphalt) All 8 tires have less than 15000 miles on them. But only the back 2 on the kia have excessive wear. Realistically the combination of warranties including tire warranty through kia should have covered this, but at the very least, don't treat a female customer like she did something wrong and then try and make her pay for an obvious factory defect. New vehicles are not that far out of alignment in the firat 15000 miles from the factory without a accident or in this case a defect from the factory.

  

  Business Response

  Date: 09/23/2024

  Good morning,

   I don't show that the vehicle has been at our location since it was purchased. If the client has a concern, we would like the opportunity to inspect the vehicle to address any mechanical issue's regarding the tires. The owner's manual states the tires should be rotated and suspension be inspected every 8,000 miles in order to maintain the vehicle properly. I have attached a copy to this email for your review. If we could have inspected the vehicle at that time it's possible, we could have identified a problem and made corrections under the manufactures warranty. I noticed on the Carfax the first and only maintenance on 9-21-24 at 14,071 miles. Unfortunately, KIA's warranty on alignment adjustments is 12 months or 12,000 miles. We would be happy to inspect the vehicle at no cost to the customer however any reimbursement for tires or an alignment adjustment would be through the manufacture and not the dealership. I have personally reached out to the customer and left a voicemail per the phone number listed on the complaint to provide contact information for KIA customer service. I would also like to apologize if the customer felt we were placing blame, being rude or unprofessional. Our goal is to always provide the very best customer service and experience to all our clients no matter the circumstance. 

  Best Regards,

  ** ******

  General Manager

  Parkside KIA

  865-444-1247

  [email protected]

   

  Customer Answer

  Date: 09/26/2024

  
  Complaint: 22318448
  
  I am rejecting this response because: Parkside alias manager called Monday and offered the alignment be done at no cost but was unsure if they were able to since the other 4 places we spoke to Saturday were not able to including the other local Kia dealership. Promised to check and call me back but has not called back. 
  
  
  At this point with this being a known common issue with this vehicle and the local kia’s admitting to their inability to fix the vehicle at this time, we would like for Parkside KIA to purchase the vehicle back under the Tennessee Lemon Law. As we have taken the vehicle to both Kia dealers in knoxville. Jiffy Lube, Tire Discounters, Discount Tire and everyone says the same thing. That their machine cannot do the alignment on a EV9. Those are all honest attempts to get the vehicle fixed and if we continue to use the vehicle as is it will destroy the new tires we purchased the same as the last set. Those tires should have been provided by Kia as well as it is a factory defect and they cannot repair the vehicle that they sold to their customer.
  Sincerely,
  
  ***** ****** ******

  

  Business Response

  Date: 09/27/2024

  We do have the ability to perform an alignment on the customers vehicle and we did offer to perform at no cost. If the customer would like to have the alignment performed, they can schedule an appointment with our service department at 865-531-4000. As I stated in the previous email the tires and alignment are not covered under the manufactures warranty due to the current miles. Furthermore, the customer never gave us the opportunity to inspect the vehicle and the tires before replacement. Had the vehicle been brought to us at 8,000 for a tire rotation like the owner's manual states we could have identified any potential issue and had it corrected under warranty.  If the customer is seeking a repurchase under Lemon Law, they need to contact customer service at KIA USA. The warranty is provided by the manufacture not the dealership. The contact information for customer service is 1-800-333-4542, Monday through Friday 5am to 6pm PST. If the customer has any concerns moving forward, we are certainly happy to help. 

  Best Regards,

  ** ******

  General Manager

  Parkside KIA

• Initial Complaint

  Date:06/10/2024

  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.

  On October of last year called to have recalls fixed. They made an appointment and never did anything but charge me for diagnosing the car. I had told them not to and from what I understand I should not have been charged. Well another appointment in may nothing but another charge. Another appointment to have it fixed and I had been picked up and waited for hours. I finally called back at 530 bf closing and they said yea come get your car. Thought it was ready. Well another charge and nothing three times to have recalls an all I got is charged. I’m so furious with the service manager she was so rude and hateful she damanding they have to each time it’s just the way they do it. I was lied to

  

  Business Response

  Date: 06/10/2024

  Good afternoon,

  The repair order dated October 2, 2023 the customer was not charged for anything. The repair order dated May 10, 2024 the customer's vehicle came in with a check engine light on and requested we diagnose and advise. The customer was charged a diagnostic fee of $169.95 plus taxes and fees and signed the repair order authorizing the charge. I reached out to ***** ******* *oday by phone to explain and review the repair orders. I left a voicemail with my contact information. My direct number is 865-531-4000 and my email address is [email protected]. I have attached copy's of the repair orders and supporting documents. 

   

  ** ******

  General Manager

  Parkside KIA

   

   

• Initial Complaint

  Date:12/20/2023

  Type:Sales and Advertising 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.

  Sales rep changed 3 times throughout the process of ordering this vehicle. Then once it arrived we did not like the numbers cause they were being greedy. Charging $1,500 for floor mats, window tint, and mud guards that would have costed me at most $400. Sales rep rolled his eyes at my mother multiple times, raising voice, being sarcastic. No respect for their customers. This is the most atrocious car buying experience I have ever been through. I was promised a refund and have been ghosted.

  

  Business Response

  Date: 12/20/2023

  Please see attached signed buyer's order and correspondence with American Express. Customer decided to dispute with American Express. American Express determined this to be a valid charge based upon documents provided. Dealership will have no further communication with customer after multiple threats were made to staff members & our General Sales Manager on recorded lines. Once American Express deemed this a valid charge, we consider this matter closed. 

  Thank you

• Initial Complaint

  Date:09/28/2023

  Type:Delivery 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.

  Bought a new KIA in early June 2023. Still have not received my license plate. Have called the dealership 10-12 times. Have been told 10-12 times that I would receive a call back but the call back never happened. Have received 4-30 day tags but that’s not appropriate. Poor customer service is not what I deserve.

  

  Business Response

  Date: 10/10/2023

  Hello,

  I apologize for this inconvenience. We use a 3rd party for all out of state tag & title work called ATC. According to our records & the state of Georgia, Georgia has issued a title for the vehicle. All the customer needs to do is walk into the  local DMV with the receipt for title that was provided via email & they will issue plate and registration. 

  Thank you, 

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

  General Manager

  Parkside Kia

• Initial Complaint

  Date:08/30/2023

  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.

  I purchased a vehicle in November of 2022 from Parkside Kia the process was smooth and easy for me. My 2023 vehicle got a check engine light at 12,345 miles and it took over a month for me to get seen at the appointment I was told the issue might be fixed but they would need to keep my vehicle to make sure, I requested a loaner and they stated they don’t have any this was July 05,2023. My check engine light soon came back on and it took again another month to get in August 15,2023. My vehicle has been in the service department since and the communication has been very poor. There is not an estimated time of my vehicle getting fixed. I’m denied a loaner and told to get a rental at Enterprise for a good rate. Finally after learning that my vehicle issue is covered under warranty, I was told it would be a couple days but I was getting a loaner that has been over a week. No answers are being given about an estimated time for my vehicle to get fixed and I’m stranded without a vehicle, in this world not many can afford a rental vehicle and a car payment. I’m at a loss as for what to do. I need a loaner and have gotten one previously from them with a different vehicle in 2019. I know they have loaner vehicles and I don’t believe it is right to tell someone to get a rental car when there being services for a warranty issue.

  

  Business Response

  Date: 08/30/2023

  *********, I have looked into your concern, and we are still waiting on the parts needed to complete the repair on your vehicle. I have spoken with the advisor and he will be reaching out to you shortly with an update. I apologize for any confusion during the process. 

  Customer Answer

  Date: 08/31/2023

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

• Initial Complaint

  Date:07/31/2023

  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.

  Parkside Kia put a new engine in under a Kia recall. When they put in the new engine they cracked the catalytic converter and now it is loosing power. I have filed a complaint with corporate Kia and they told me to contact Parkside Kia. Parkside Kia is telling me I have to contact corporate, no one is helping me fix the damage they made and my vehicle is not operating correctly. All I want is them to fix the damage they did so my car will work correctly.

  

  Business Response

  Date: 08/07/2023

  Ms. ***** brought her 2014 Kia Sorento with 161,000 miles into Parkside Kia running poorly with check engine light flashing. After the technician performed a diagnosis it was determined that the engine had internal failure causing knock sensor codes to be stored and would require an engine replacement before any further diagnosis could be performed. This engine replacement was covered at no cost to the customer through Kia's warranty extension. When tech was removing the engine he found a crack in the catalytic converter and customer was advised of this along with other maintenance items that the vehicle needed due to poor maintenance of vehicle during the customer's time of ownership. Carfax shows the vehicle was not serviced during the 45k miles Ms. ***** owned the vehicle and the customer refused any additional repairs at the time of the engine replacement including the converter that was recommended. Customer contacted the dealer 3 weeks after the service to advise that the vehicle was lacking power, customer was advised to bring it in and Parkside Kia would perform a diagnosis free of charge to determine the cause of the issue. The shop foreman performed the second diagnosis using a bore scope was able to determine the issue the customer was having was the result of failure of the lower section of the main catalytic converter that was clogging the second catalytic converter. The customer was advised of the failure and quoted the repair as it was not related to the engine failure or its replacement. Customer was advised the poor vehicle maintenance over the last 45k miles could be the cause for the failure. Vehicle was test driven after engine replacement and customer drove vehicle for 3 weeks prior to their issue coming up and thinks the issue is related to the engine replacement. Customer was advised dealer would be happy to work with them on the price of the repair as an offer of goodwill but the dealer will not be replacing the converters at no charge to the customer. Customer has been extremely rude & verbally abused members of my staff. Ms. ***** has been advised they are no longer welcome at Parkside Kia for any service issues. 

  Please let me know if you require any additional information. 

  Thank you,

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

  General Manager

  Parkside Kia

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

  

  Business Response

  Date: 08/09/2023

  The recommendation was sent to the customer prior to engine being installed but after the engine was removed as is normal practice when inspecting items that cannot be viewed due to limited space and/or heat shielding that would not be removed during a standard inspection process, all other recommendations were sent upon completion of the standard inspection. It is the opinion of Parkside Kia and its Master Certified technicians that the case cracked while the customer was driving the vehicle in poor running condition causing excessive unburnt fuel and/or oil to enter converter and damage the internal material. The customer was aware of the poor condition their vehicle was in and by their own admission the husband is a "certified" mechanic, yet they chose to continue driving it causing additional damage not known until a visual inspection could be completed.  The customer also attempted prior to this complaint to accuse the dealership of spilling something on their paint which was obviously no truthful and at that time made no mention of drivability issue. As stated in the previous response Parkside Kia will not accept any liability for the customers issue but did offer at the time a discounted rate in an attempt to assist the customer in the repairs. This issue is considered resolved on the side of the dealership and no further action will be considered in this case. 

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

  General Manager 

  Parkside Kia

  Customer Answer

  Date: 08/09/2023

  I have the documents proof with date and time stamps.  And I can provide proof of service to my vehicle.  I thought if we couldn’t come to a resolution we would be sent to arbitration?