ComplaintsforKia of Amarillo

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Kia Sorento went limp mode with knocking engine on July 18. After contacting Kia I was instructed to take it to the nearest dealership since it is under warranty. I had it hauled to Kia of Amarillo myself since Kia quotes over 1300 for towing. Once the vehicle was accepted, I was told it would be a little bit before they could get to it. After 2 weeks I called and asked for any update, they had none and told me it could be 2 more weeks before it is seen. I then asked about being provided with a loaner vehicle since I would be looking at a month without a vehicle, and thelat was just for the diagnostic and not the repair. I was informed they don't do that and I could rent at my own expense. After that I contacted Kia customer care and they were informed that it could be another 6 weeks before my vehicle was seen. That was on Aug 6th. I have yet to hear any updates and they have had my car for over 6 weeks now.

  Business response

  10/01/2024

  We do apologize for any delay.  This was a very large repair (engine replacement).  The work on Ms. ******** vehicle has been completed.  We are waiting for her to get back from Oklahoma to pick her vehicle up.  I am unaware of any issues at this time.

  Customer response

  10/10/2024

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After speaking with a customer service rep at the Kia of Amarillo I was urged to drop my car off ASAP for diagnostic/engine replacement/recall update. I missed work arranged rides and got my car dropped off the morning of May 28th with a ten day expected wait. Below I will list dates I called and what I was told, again KIA as never reached out to me this was all me calling them June 20 "system was down" July 2 "still in diagnostic line" July 15 "we will call in half an hour" July 18 no answer @ service center July 19 "will leave message with mechanic" July 22 called twice no answer at service center July 23 "still in line for diagnostic" At this point I decided to give them ten more days (again) to get my car looked at. August 6th I called and FINALLY got a little clarity but the lady I spoke with did not even have my phone number on file, every single phone call I made my number was asked. They had incorrect info, and multiple "notes" on my account with different dates as to when I dropped off my car. I was then told it would be 2-6 weeks before they would even diagnose my car. At this point my car will likely be there 4 months (if I am lucky) meanwhile I am having to still pay payments and insurance on a car I am not driving.

  Business response

  09/18/2024

  I apologize for the delayed response.  We were not receiving any of the communications here at Kia of Amarillo.  We will get the contact list updated to prevent this from happening in the future.

  ******* *********, we apologize for the communication on our part.  If you have any questions or if there is anything that I can do for you directly, please call me at *************

  Thank you for your time.

  Joe ******* / General Manager / Kia of Amarillo

• Initial Complaint

  08/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ok. I bought a 2021 Kia Rio from a Volkswagen dealership back in January. I got a letter saying I had a recall in may 2024. The recall consisted of the immobilizer key issue. I called the Kia dealership made an appointment and went in. From the jump. The service department was rude. Didn’t try to help. I had to ask where to go and what to do. And they answered rude. Sat in the dealership for 3 hours for them to tell me they did not have the part and needed to order it. It has been 3 months since. And the dealership has not called me once. I called a couple times they told me I will get my part when I get my part and they don’t have it. During all this. The dealership sales people have contacted me multiple times trying to get me to trade in the car. I asked one of the sales people about the part no answer. Only communicating to make a sale. I contacted Hyundai dealership in Amarillo as well. And they never contacted me back. They just forward my info to the Kia dealership and a sales person tries to get me to buy a car. There not trying to help me. I would just like to get the recall fixed on my car. But at this point. I might just trade it In for another car.

  Business response

  09/18/2024

  I apologize for the delayed response.  We were not receiving any of the communications here at Kia of Amarillo.  We will get the contact list updated to prevent this from happening in the future.

  Mr. ******, from my understanding everything has been taken care of at this time.  I appreciate your patience with this matter.  If you need anything from us here at the dealership, please don't hesitate to call me directly at *************.  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  If I could give them zero stars I would but I can’t so that’s why I gave them 1. This is our first time to buy a brand new car off the lot. We purchased a 2023 Kia Sorento back in January. The car is great and I love driving it but I HATE their service department. It is a complete joke. The first 2 oil changes I took it in for the oil filter was not changed, the fluid were not topped off, the tires were not aired up and the oil maintenance light was not reset! The third oil change I had to watch them in the shop to make sure it was done correctly. The 4th oil change I made an appointment 3 weeks in advance and when we took it in I was told it would be a 2-3 hour wait because I made an appointment over the phone and the ones made online take precedence, which I have always made the appointment over the phone with no issues. I just took it in yesterday for the 5th oil change and they have a completely new staff so we were hoping it would go better but we were wrong. After getting the car home the oil cap was not tightened so it was leaking, none of the fluids were topped off and the oil was barely registering on the dip stick. So I took it back to get it all fixed. I tried to talk to the manager but he conveniently is never there so I guess this review will get to him first before I get a chance to talk to him face to face. It’s sad that you can’t trust the company to do a simple oil change that you are supposed to get for free for 2 years! I would never purchase another car from them! We will travel to Lubbock or anywhere else to purchase our next KIA!!

• Initial Complaint

  11/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On Friday, November 3rd, I received an advertisement from Kia of Amarillo in the mail. The advertisement is for their "Mega Markdown Blowout Event". On the back of this flyer is a scratch off ticket, which advertises the possibility of winning a prize. I won "$2,500 Instant Cash". Thinking this was too good to be true, I called Kia of Amarillo the morning of November 6th to confirm. It was confirmed that the advertisement was correct; however, the $2,500 would be put toward a car. I was confused by this as the fine print on the advertisement reads, "NO PURCHASE NECESSARY". So, as a broke college student drowning in debt, bills, etc, this money would have really helped me. Now, I am writing this frustrated! It is one thing if the fine print said, "With the purchase of a vehicle", but it didn't. It said no purchase was necessary. I hope something can be done. If anything, I want them to discontinue the advertising. Ideally, I would get the money they promised, but I know that may not be possible.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been with Kia service department since June 15th and I have received no updates or responses from them. They rarely answer the phone in their service department, usually I have to go in person to receive an update. They have not offered a loaner vehicle and I work full time. I have records of each time I’ve tried to call. In person they tell me that they are waiting to hear back from Kia who is behind.

  Business response

  08/10/2023

  Hello, 

  We are still waiting from Kia Corporate to determine whether they are going to approve repairs or not. The information has been sent, no timeline has been provided for decision.

  Thanks.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have dropped my car off to be serviced at the Kia service center two weeks ago due to it not starting and once jumped it would not go over 50mph and they have still yet to fix my car or stay in contact with me in order for me to be able to pick up my car. I have now missed days of work. I call daily for an update , they told me last week after having it for a week it was the battery and it would cost me $288 for them to put one in to see if that was the issue. I called again today 6x and was able to get someone to answer once and she told me that they still have not received the battery. I need my car back and for people to actually answer or return calls

  Business response

  07/12/2023

  Service department is handling this issue. There is a "back order" on Kia batteries. We will follow up with the customer once the parts are available.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We live 2 hrs away, dropped car off at dealer on June 3rd for safety recall. Told it would be ready on June 5th. Expected date arrives we call and no answer leave a message never got a call back. We drive the 2 hrs on June 10th and told not ready it will be ready following week. We call everyday no answer leave messages not one call back. Again we drive up June 17th still not ready. Called and they picked up finally on 21st of June but car still is not ready. Left a message for general manager to call us and never did. Still no car for almost a month and no communication from dealer.

  Business response

  07/20/2023

  The recall on this part has been on a national back order, we will communicate with customer when the service we be scheduled to be completed.

  Customer response

  07/20/2023

  I am rejecting this response because: Job was completed but in a very untimely manner. Kia of Amarillo failed to acknowledge their lack of communication skills. I want them to take this criticism and do better. My family and I were forced to keep driving back and forth over 200 miles every trip because they can't pick up a phone. 

  Business response

  07/21/2023

  We are currently working on a process which will make the customer more involved on what is going on with their vehicle in a more timely manner. Thank you for the feedback and we look to service your vehicle more efficiently in the future.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  t has been a nightmare. I purchased a vehicle December 22 before Christmas. I wasn’t able to drive it off the lot because they said it was getting inspected. In December 28 I messaged the salesman said they had to fix a brake caliper. The salesman provided me a vehicle. I had it a few weeks and the finance company ****** ******* kept calling.. I got my car finally. So one day they contacted me and said it was ready. I picked up my vehicle and a couple weeks later It quit.Jan 23 I took it back and they kept it to work on it. They were nice enough after a week to let me use a car for work. After a few weeks they called me I picked it up. They contacted said it was fixed. After a week the traction light and service light kept coming on and off. March 4 My jeep quit again and I had to pay to have it towed. My jeep has been sitting at a car dealership out of town. Now they say it needs an engine. I feel like I got a lemon. I understand that used cars quit but after paying over 3000 down I feel insulted. No one will call back or care . Now it’s my problem.

  Business response

  04/25/2023

  Mrs ****** purchased an extended warranty on this vehicle and the extended warranty company is who she needs to deal with on this vehicle.

   

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