ComplaintsforSunset Kia

• Initial Complaint

  12/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A reservation for a new **** Kia *** was made through kia.com and the Sunset Kia in Auburn chosen given their insistence on not charing a markup for vehicles they sell. Considering this is a new highly sought after model, we chose to use this dealer based on this premise.A week before the vehicle arriving, the dealership provided written documentation of how much they would pay for a trade in. Once arriving at the dealer to pick up the vehicle they lowered the trade in value by $5k as this is common practice among dealerships seeking markups. Instead of marking the car up $5k, they instead try to make that up by undervaluing our trade in. We refused this value and requested the trade to be removed from the deal so we could purchase the car outright without any trades. Given that this would eliminate any mark up they had come up with, they refused to sell the car to us. I'm certain they simply had already called someone else to buy it that they could exploit, and refused to honor the reservation made.

  Business response

  12/21/2023

  This customer reserved a EV9 via the *** online portal. We sell all of our online reservations at MSRP with no dealer mark up. The customer visited the store prior to the *********** to get a rough estimate of trade in figures and confirm that we are selling the vehicle at MSRP with no additional mark ***** notified the customer that the trade in value *** vary due to the fact that the market changes daily. When the EV9 arrived at the dealership we offered to sell the vehicle at MSRP as we promised and offered the customer the trade in value based on the current market. Unfortunately, the market value changed drastically since their first visit. We had clearly notified them that the trade in figures are subject to change and trade in values are based on the market at the time of purchase. I even offered them an additional $3k over the actual trade in value and they still refused. 

  *******************
  General Manager

  Customer response

  12/21/2023

  Their response is completely incorrect. They did not offer $3k over for the trade in, they sent documentation with trade in values listed a mere 7 days prior, I have documented text messages with their representatives outlining their offers were "conservative". This is a clear, and obvious ploy for them to gain a vehicle at a steep discount, so they could make their markups work. 

  As a customer, we returned to the dealership and asked for the trade ins to be excluded from the purchase so we could just buy the car, without any trade in requirements. At that point they refused to sell the vehicle, this is clearly due to the fact, all their profits from this deal had evaporated. 

  
  

  Customer response

  12/21/2023

   
  Complaint: 21015138
  
  I am rejecting this response because: The description of the interaction is completely wrong. $3k was not offered "over" the trade in value, the trades were requested to be removed from consideration and the vehicle to be purchased outright. After removing the trades, they refused to sell the vehicle, clearly seeing their potential profit evaporated by a person not accepting their lies and clear breach of ethics, given documentation was provided, and conversations been had about trade in values (in writing).

  We did not come "before" the vehicle arrived, even though it was never brought out to us. 
  
  Sincerely,
  
  *******************************

  Business response

  01/09/2024

  This customer was yelling at my sales rep on the showroom due to the fact that his trade in value had dropped because of a recent dip in the market. After chewing out my sales rep, the customer then threatened that he would contact *** corporate and requested for us to immediately refund his money before storming out and getting in his car. The customer then returned to the showroom after sitting in his car for about half an hour and asked us to do the deal with no trade in. At that point, I went out and politely declined to do business with him. 
  
  

  Customer response

  01/09/2024

   
  Complaint: 21015138
  
  I am rejecting this response because:
  

  I have written documentation proving the offered trade in value. Shady dealerships obviously trying to make money on less educated people, try to pull this "market dip" nonsense. 

  I again have written, shared by their own sales people proof of the values they offered for the cars and proceeded to refuse to award those in an effort to have me back out of a deal, so they could sell my reserved vehicle to someone else at a steep markup. 

  Yes I called *** of ******* to let them know this dealership is tarnishing their brand by doing everything is cliche about dealerships.

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

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********** had our *** for more than 30 days fixing our car through an insurance claim about our car being broken into and attempted theft. In September, our *** was towed into the repair shop. After getting the run around when the car would be fixed and thinking we would only have to pay a $500.00 deductible. On the day they called and said our vehicle was repaired only for them to tell us that we couldn't drive it home because our battery is shot. So we purchased a $250.00 battery that they put in no charge and then being told we can't drive our vehicle very far because the alternator is shot. Having been in there repair shop for more than thirty days and their decision to tell us right when our car is ready, *** repair shop responsibility I believe is to let customers know right away what is also going on with the car when arriving at their shop, they should be responsible in making sure the battery is charged in their care and the car is functioning the way it was when towed to the shop. When thinking everything is okay with the car other than the repairs done to get the car going after an attempted theft. Therefore they didn't take care of our car when in their possession, therefore should be refunding the battery cost and putting in an alternator free of charge.

  Business response

  11/06/2023

  
  After we got the vehicle in working and driving condition,we found the battery and alternator were needing to be replaced. We informed the customer that she should reach out to her insurance and let them know and we would get an estimate ready so we could submit it for approval. After working with the customer and her insurance we were able to overnight the alternator and get the battery and alternator replaced and paid for by her insurance. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership offered a dealer warrantee that does not actually cover the drive train repairs. They sent me to another service center and told me I'd be better off driving my car off cliff. They also told me my car is only worth 10k. I bought it for over 30k, only a year and a half ago and have taken care of it. They said depreciation.

  Business response

  10/11/2023

  *********************** brought us her vehicle on 9/1/23. We informed her we would send the vehicle for her to ***************** Dodge for the issues she was having on the vehicle being it was a Dodge, and they would be more equipped to handle it. They gave her an estimate for the repairs that exceeded what the warranty would pay due to there labor rate being so much higher and parts markup being higher. I spoke with ***** yesterday and let he know we would get the vehicle back to Sunset and we would perform the repairs at the cost the warranty will pay, and she would just be responsible for any maintenance items or her deductible if she has one. We will be getting the vehicle back as soon as it is ready at ***************** Dodge. 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Sunset Kia on 12/12/2022 around 12:00 pm interested in securing a 2023 Telluride and being able to view the interior and test drive. The sales agent that we spoke with over the phone told us they had a 2023 white SX model Telluride that was comporable or better in every aspect to our 2020 Kia ******** We negotiated a price based on the information provided by the sales agent and the details that were shared that we would not lose any features of our 2020 ******** The sales agent specifically asked what version my vehicle was and the engine that it had. We discussed that it was a SX version with a V6 engine and that it was AWD. At the time that we sat down for financing the finance manager asked if we realized the suv we were purchasing was in fact a FWD vehicle and much different than our AWD. We stopped the same immediately and have since been contacted by the ** who said that they admit that were were misinformed but will not honor what was promised to us and do not feel they need to stand behind their word. This is a bait and switch in my opinion and we want this to be escalated. We asked to speak with the owner of the dealership and were told that it was likely he wouldn't care to contact us and we simply want there to be accountability for this and reciprocity for pulling our credit and lying to us about what we would be driving away from the lot with at the price negotiated.

  Business response

  12/20/2022

  Had we contracted the customer on the vehicle we would have allowed the customer to unwind.  However, prior to contracting the customer was informed that the vehicle was a front wheel drive.  We will get the inquiry removed for the customers bureaus.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 KIA ******* in January 2017 from Auburn **** ********** extended & maintenance warranties. Next, Sunset Auto Family purchased *************** became Sunset KIA. They kept giving us problems honoring maintenance warranty and re**mmended I enroll in their Maintenance For Life warranty - $39.95/mo. New warranty included everything such as oil changes; tire rotation; brake inspection and adjustment; engine air filter; cabin air filter; transmission service; **olant system service 60k; wiper inserts; bulb replacement; differential service; spark plug replacement 100k; drive belt replacement; **mplete vehicle detail; key fob battery replacement; vehicle battery replacement; brake pad replacement; vehicle alignments; tire replacement, etc. My sister primarily drove the vehicle so she would drop off for service. We didnt have any major issues until July 2022 when my sister dropped the vehicle off for service maintenance, heated seats, sunroof, and rear hatch motor issues. Was informed the work was **mpleted & they needed 1 wk to work w/extended warranty ** to inspect, authorize payment then **mplete work. My sister and I talked and decided to ask for a loaner for that work and they put us on their loaner list. In August 2022 the headlight and key fog needed repair so my sister made an appointment to bring the vehicle back to dealership. She waited at the dealership that day. My sister was informed that the card was declined for Aug pymnt, She gave them my credit *********** said they would put on file for future pymnts. The pymnt processed on my card on 08/16/2022. In Oct vehicle broke down & towed to dealership &later learned they neglected to disclose all repairs needed in July and they removed my vehicle from maintenance plan to avoid repairing vehicle. I **ntacted them to resolve, kept receiving ************** tried to blame us for a few missed payments that we brought current earlier in 2022. Now they want us to pay for drive belt and alignment.

  Business response

  11/28/2022

  11/28/22
  
  
  To whom it may concern,
  In response to ********************* complaint, there are some simple facts that ************** is leaving out of her complaint. As a reputable auto service provider, Sunset KIA would never deny any type of service or benefit of service to a customer when they have paid for something at the time of service or in advance.************** had a maintenance agreement with the prior owners of Auburn **** which we honored, and that contract expired. We offered her a subscription maintenance plan, a Sunset exclusive, which is a monthly subscription plan that covers the cost of certain vehicle maintenance items as long as the subscription was active. This program is offered through and administered by a third party, ProCarma. ************** signed an agreement acknowledging the subscription will be terminated if a monthly payment is in default. 4 times since August of 2021, the subscription was unpaid due to her credit card declining. ************** and her sister kept rotating credit cards to use each time the card declined,and the account was in default. ************** has tried to pin this on ProCarma,however ProCarma has kept very detailed info on the account. ProCarma, despite the 30day cancellation policy, allowed her to make back payments, 3 previous times.  This is not how the monthly subscription works so her maintenance subscription has been terminated this 4th time. In the past, ****** sister, ******** (the account contact and primary driver of the vehicle) was notified by ProCarma via email, reminding her of the 30-day cancellation. Currently, ************** vehicle had a major engine failure.Her engine is being replaced at no charge by **** She was provided a loaner car by Sunset KIA as a goodwill gesture by us, something we are not required to do but we are trying to help her while her car is undergoing major repair. Her extended warranty company is paying for a new turbocharger and a heated seat repair. Since the subscription expired due to payment default since August 2022,it is her responsibility to pay for the new belt and alignment, if she so chooses.
  We try to provide good service and make sure customers get what they pay for. In this case, ************** has not paid for something she did not receive. She was delinquent on her subscription account and her subscription ended.
  
  Thank you,
  Sunset KIA management

  Customer response

  12/13/2022

  I would like to request to reopen this complaint because it is not resolved.  Furthermore,  Im rejecting the response because it doesnt fully address the root cause of my complaint which started on July 11, 2022 with the attached multi inspection report and is also about the unlawful cancellation of the attached new car maintenance plan + power train express purchased on April 10, 2022 in order  to discontinue covering repairs.  Furthermore, the dealership falsified the attached multi inspection reports dated August 16, 2022 and December 2, 2022 to cover up their neglect and they damaged my vehicle while it was at their shop from October 18, 2022 to December 2, 2022.  Ive been gathering all of my paperwork and waiting to receive my vehicle back from Sunset KIA to learn what was repaired, so that I may be able to state what remains unresolved as part of my complaint.  The following is what remains unresolved:  
  1. Sunset KIA failed to complete all of the repairs listed on the July 11, ************************************************************************************* particular, drive belts and alignment, when the vehicle was at the dealership in July and August 2022.
  2.  The dealership unlawfully cancelled the maintenance warranty contract #D0257589 (dated April 10, 2022 with no expiration date and no cancellation clause for the seller to cancel ).  I made 53 - $39.95 monthly payments ($2,117.35) and have been consistent over the past 4+ years in updating the credit card on file when cards have expired or bank accounts have closed.  The dealership was provided a credit card on 08/16/2022 ending in **** that they processed on that date, however they refused to put the card on file and used that as an excuse to cancel the warranty so that they could discontinue covering repair cost.  Not once did the dealership contact me or my sister after 08/16/2022 to inform us there was a problem processing the credit card and as soon as I learned they claimed to have had a problem they refused to accept any payments.  The contract language does not state that the customer cant change their credit cards and the dealership was fully aware that bank accounts were hacked several times resulting in credit cards being updated so there excuse that credit cards changed is not valid.
  4.  The dealership deceived me by changing the August 16, 2022 multi inspection report so that all repair items requiring immediate attention in July were deceitfully changed to green good on the August report and I learned in October that they never completed the work 5.  The Sunset KIA dealership changed the alignment from red in July to green in August and to ***** on December 2, 2022 and I took my vehicle to a different dealership, ************************************,  and they found the alignment values were not within specifications, and in fact required immediate attention along with the drive belts.  The repair work was finally completed by ************************************ 12/08/2022 and I was charged for repairs that should have been covered under the maintenance warranty that Sunset KIA cancelled.
  6.    The dealership damaged my vehicle while it was at their shop from October 18, 2022 to December 2, 2022 and Ive filed an insurance claim, because they were deceptive and didnt inform us of the damage when we picked up the vehicle but later stated they were aware of the damage. 
  7.   The dealership service manager, ******, failed to advocate for me and my sister.  He treated us in a disrespectful and demeaning manner and hung the phone up on us when we simply asked why they didnt complete the repairs requiring immediate attention in July and August and why they didnt use the last credit card ending in **** for the monthly payment following the August 16, 2022 payment that was processed.  He dismissed our questions and attempted to blame us for their deceitful and unlawful actions, and made inappropriate comments such as all you do is complain and you need to pay your bills.
  
  
  

  
  

  Business response

  01/11/2023

  1.  Sunset *** failed to complete all of the repairs listed on the July 11, ********************************************************************************************** particular, drive belts and alignment, when the vehicle was at the dealership in July and August 2022.
            When ******** didnt want to wait for the vehicle and had to go, we cant force the customer to wait. After leaving the facility it is her responsibility to make an appointment to reschedule and she never did that.

  
  2.  The dealership unlawfully cancelled the maintenance warranty contract #D0257589 (dated April 10, 2022 with no expiration date and no cancellation clause for the seller to cancel ).  I made 53 - $39.95 monthly payments ($2,117.35) and have been consistent over the past 4+ years in updating the credit card on file when cards have expired or bank accounts have closed.  The dealership was provided a credit card on 08/16/2022 ending in **** that they processed on that date, however they refused to put the card on file and used that as an excuse to cancel the warranty so that they could discontinue covering repair cost.  Not once did the dealership contact me or my sister after 08/16/2022 to inform us there was a problem processing the credit card and as soon as I learned they claimed to have had a problem they refused to accept any payments.  The contract language does not state that the customer cant change their credit cards and the dealership was fully aware that bank accounts were hacked several times resulting in credit cards being updated so there excuse that credit cards changed is not valid.

          This has been answered in the first complaint. ProCarma is the administrating company handling the subscription for Sunset. When ************** or ****** had a declined card the very first time, ******** was notified via email that the subscription is terminated if not caught up within 30 days. They were given an extension on that time frame multiple times. Due to the ongoing issue, the written agreement for termination stood.

  
  3.  The dealership deceived me by changing the August 16, 2022 multi inspection report so that all repair items requiring immediate attention in July were deceitfully changed to green good on the August report and I learned in        October that they never completed the work. The Sunset KIA dealership changed the alignment from red in July to green in August and to ***** on December 2, 2022 and I took my vehicle to a different dealership, **********************************************,  and they found the alignment values were not within specifications, and in fact required immediate attention along with the drive belts.  The repair work was finally completed by ***************************************** 12/08/2022 and I was charged for repairs that should have been covered under the maintenance warranty that Sunset KIA cancelled.
        Nothing was changed nor can be changed after the fact on our complimentary inspection forms. Two different technicians indicated a need for alignment differently during each visit. As noted in complaint #5 below, we were correct        about the alignment needs but ******** never rescheduled back then.

  
  6.    The dealership damaged my vehicle while it was at their shop from October 18, 2022 to December 2, 2022 and Ive filed an insurance claim, because they were deceptive and didnt inform us of the damage when we picked up the           vehicle but later stated they were aware of the damage. 
                 The dealer ship was blamed for damage that we documented was pre-existing on the vehicle. The employee who checked the vehicle in noted damage on the rear of the vehicle at write up. Our manager invited ************** to                   bring it by so he could look at it and she never showed up.

  
  7.   The dealership service manager, ******, failed to advocate for me and my sister.  He treated us in a disrespectful and demeaning manner and hung the phone up on us when we simply asked why they didnt complete the repairs        requiring immediate attention in July and August and why they didnt use the last credit card ending in **** for the monthly payment following the August 16, 2022 payment that was processed.  He dismissed our questions and attempted to blame us for their deceitful and unlawful actions, and made inappropriate comments such as all you do is complain and you need to pay your bills.
       ****** advocated as best he could. He explained the issue to our management team. He dealt with accusations as best he could. Each time ************** was given information about the termination of her service subscription, all of our       employees who engaged with her did so in a respectful manner despite the threats. ****** provided a loaner vehicle to ************** while her vehicle was in the shop having a warranty on her engine performed from October through       December 2022. ****** does not recall making such derogatory comments.
  
  Tell us why here...

  Customer response

  01/23/2023

   
  Complaint: 18438099
  
  I am rejecting this response because: the dealership is being disingenuous in all of their responses.  Again, they misled us to think repairs were completed that didnt get completed. Why would two different service technicians say repairs needed are red in July then we bring it back for repairs to be completed in August and the checklist goes from red to green and were told all major repairs like engine, alignment, etc are completed.  They are continuing to be disingenuous about the contract they illegally terminated. Why cant they produce one letter after August 16, 2022 payment? I have the photos from the tow truck company that towed the vehicle to Sunset KIA on 10/18/22 and it shows there was no damage on that date, yet Dealership acknowledges they found damage while in their care.  Dealership never asked us to return vehicle for them to inspect, which is another dishonest statement from them.  I submitted claim through my insurance and took vehicle to a different dealership to complete repairs and am requesting Sunset KIA return amounts paid on contract they illegally terminated and/or amount I paid to get work that was completed that was supposed to be covered under contract they illegally terminated.  Also, request KIA ********* my insurance company for damage (scratches all around).  We refuse to do business with a dealership that is deceitful, disugenuious, misleading, performs illegal terminations of contracts, devalues and talks to women of color with disabilities with such disrespect and disregard, takes no accountability for their actions, damages customers vehicles and is dishonest about it.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my *** into the shop to get oil put in it as a courtesy as my oil light was on, this was done on the afternoon of 9/15/2022. I was driving to ****** on 9/16/2022 and my car lost power, engine light flashed and broke down. I had to get my car towed back to WA the night of 9/16/22. The shop looked at my car and determined that the oil was overfilled by 1 quart, and I needed a new motor, my car only had ****** miles on it at the time. When I picked up my car after the new motor was put in, the oil was below the low line, and I told them to fill it up properly. I feel that their error caused my car to break down the next day. I am asking for reimbursement of the tow and the new motor. This was the worst experience. I never had any issues with my car until I took it to them.

  Business response

  10/13/2022

  To whom it may concern,
  
  ******************* came to Sunset Kia for the first time ever on 8/19/22 for an oil change, at the time the vehicle had ****** miles on it. She then returned on 9/15/22 at ****** miles. She came in because her oil light was coming on and off. We brought the vehicle in for her and inspected the vehicle for oil leaks and oil level check complimentary. We found no signs of a leak on the vehicle and found the vehicle oil was low. We then suggested an oil consumption test and let her know to come back after driving the vehicle ***** miles so we could see if the vehicle was consuming more than 1qt in ***** miles. ** the vehicle was consuming more than 1qt in ***** miles, the engine would need to be replaced. ***** then had the vehicle towed back to Sunset Kia on 9/19/22 with ****** miles on the vehicle. ***** stated the vehicle check engine light came on and the vehicle lost power. The tech verified concern scanned vehicle for codes and found 2 misfire codes 1 for active misfire on cylinder 1 and 1 pending misfire on cylinder 4. He checked the oil and found the vehicle 1qt over full. He removed the spark plugs and found them to have ash deposits on them indicating the vehicle was burning oil. He then performed a compression test and found 0 psi on cylinder 1, 190psi on cylinder 2, 150 psi on cylinder 3, 185 psi on cylinder 4. He then inspected the cylinder and found burnt valves due to the engine consuming oil. He found the vehicle would need a long block due to oil consumption and burn valves. He then replaced the engine with a *** remanufactured engine.  The vehicle was no longer in warranty,so the customer was responsible for the engine replacement.  ***** states the vehicle was over full and under full 1qt of oil at different times. That is true and we will make sure and correct that on are end. The vehicle engine would not burn valves and consume oil because it was over full or under full.The oil consumption is a sign of the engine failing. When *********************** the vehicle back to us we were able to get the part and the engine replacement done in 4 days. This issue was happening before we ever saw the vehicle. I spoke to ***** on 10/6/22 and left her know all this information and offered her a discount on her next service for our mistake for over and under filling her vehicle.

  Customer response

  10/17/2022

  On 9/15/2022 I took my *** ******* (****** miles on the car) to *** ********************** to have them look at my low oil, they said they filled it up and to come back after ***** miles for them to check if it was going through oil too fast. On 9/16/22 I left with my kids to drive from WA to **** ** for a wedding. We broke down on Mt. Hood OR around 6:30pm and had to have my car towed back to WA after paying $721. I had to wait until 9:30pm for a tow truck and family to come and get us. I had to get my car towed back to *** in ********************** on 9/19/22 and after they looked at it they said that the oil was overfilled by a quart and that I had a hole in my top cylinder and I had to choices to replace the cylinder for $5600 plus tax or a new motor for $6400 plus tax. I asked them for a car to use to get to work and they said they didn't have one each day I called. I had to borrow money from family for the tow and for the new motor so I could go to work. *** in ********************** told me they didn't know why the oil was overfilled. I went to pick up my car a week later and asked them to check the oil in front of me before I left, the oil was under the low indicator. I told them that was unacceptable and they took my car back to fill-up the oil. I am asking for *** to cover the cost of the tow and the repairs. The tow was $721 and the cost of the repairs was around $6200. At this point when I call customer service they say that someone will call me back, that doesn't happen and it could take 60 days for them to review. I don't have the time to sit on hold for 1.5 hours each call. If this doesn't get resolved then I will be speaking to a lawyer about this.

  Business response

  11/09/2022

  In response to ************** second request for a refund, Sunset KIA would like to reiterate our decision. As we stated previously, her vehicles engine failure had nothing to do with our mistake in over filling 1 quart of the engine oil. Her engine had an oil consumption issue showing signs of severe wear before she visited our service department. The engine was showing signs of failing when it started consuming oil before we ever saw the vehicle with that exact concern. We are a reputable dealership and take pride and responsibility when we do make a mistake. Her vehicles issue was pre-existing, which was not our mistake, and we expect that is why she took ownership of the issue and paid us for the repair.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off for services on 6/21 to be inspected for a brake issue. The car was braking on its own without me touching the brakes as I was driving and making an awful noise. I also received warnings on my dash. I had the car towed to the service department because I was afraid to drive it. **** from the service department called me and said that it just needed brakes and the transmission fluid needed to be flushed. I called my dad and told him what **** said and my dad said no and went to the service department at **** He explained to **** what was happening with the car and **** said that it wasn't the brakes and they would check into it. I called the service department a week later and spoke with **** and he told me that the car wasn't given them any messages and nothing was in history. I explained to him that I was afraid to drive the car and that something was wrong with it. He told me that I could come and get the car or I could leave it there and they would check it again. After I hung up I called Kia ********* and got a claim number(********).I called a couple days later and I was told that the service department had not been called and it would be taken care of. I called back on Thursday of last week and was put on hold and told that they were calling the service department but they couldn't get in touch with anyone. I explained to them that the I was afraid to drive the car and the car was braking on it's own. He said that it would be taken to a higher level and someone would call me within 3-5 days. 5 days were up on yesterday so I called corporate back and I was told that ******* was my contact person and she had gone home for the day and shewould call me back today. I am tired of messing around with this. My car has been at the service department since 6/21. I can not drive that car and get hurt or someone else gets hurt. The car is braking on its own and the wheels are locking. I need help please. Thank you for your time.

  Business response

  08/11/2022

  The customer decided to leave the vehicle with us for two more weeks and we drove the vehicle for over 200 miles and could never duplicate the customers concern. We opened a techline case with *** and they said if we could not duplicate the customers concern, we could not do anything to fix a concern. The customer elected to trade the vehicle in with us and purchase a brand-new Mitsubishi.Tell us why here...

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began to have car problems some months back. My car would drive and die while driving and then attempt to start again when I turned the key with a clicking sound. Eventually my car died in mid-driving traffic and I was able to push it to a budget battery near by. The budget battery employee put a fully charged battery in my car and my car wouldn't start. Learning that it was not the battery I then call a tow truck to take my car home because it would no longer start. I then called into the Auburn dealership service department and told them what happened and that my car would no longer start. I scheduled an appt for them to diagnoses the problem. They diagnosed the problem to be the starter and also told me that would need to replace the battery. I paid for the service of replacing the starter and purchased a brand new battery from ****** in puyallup. A short time later I now experienced the same problem as before. I called to the dealership to let them know I was bringing my car back to them via tow. They told me they would diagnose my car and report the issue. They informed me that I need a new alternator and battery. I then explained to them that I shouldn't have to pay for a new battery because I just paid purchased a new one. Also explained that I paid them for a diagnosis on the first service to find the root cause of why my car was dying and not starting. After paying almost $900 for them to diagnose the issue I expected they would fix what the issue was and not have the same problem so soon after. I feel they misdiagnosed my car originally. If it had been the starter I would still be driving safely on the road with no problem. Now understanding that the root cause being the alternator was not diagnosed correctly in the beginning my car is now experiencing the same issue. They replaced the starter and it did not fix the original issue. I now have to pay for a tow to get my car back home because I do not trust their service.

  Business response

  07/11/2022

  On 3/17/22 ***************************** came in for diagnosis on her 2012 kia ******* per the signed repair order, she stated that her vehicle intermittently wont start and that issue has become more frequent over the last couple of days (3/9/22-3/10/22) and currently it wouldnt start. Our technician performed the factory test sequence for the no start condition. We found her starter is turning but not engaging confirming that her starter had failed and we recommended replacing the starter. ******* approved the starter,we replaced it, verified the repair and her vehicle started. When the vehicle left, she had *******. On 7/8/22 ***************************** came back in with ******* miles on her vehicle and said that she was driving, and the vehicle shut down. Our technician confirmed there was no cranking and no start. He hooked into battery charger and performed vehicle test. Found alternator does not charge and battery cell shorted recommend replacing battery and alternator. She declined work at this time and had vehicle towed out.  When she originally dropped the vehicle off on 3/17/22 we have no information about the vehicle dying in flight. Just that the vehicle was not starting. Had the alternator been bad at this time the vehicle would not have kept running for ***** miles. *** battery would not have been able to charge, and the vehicle would not have started.
  
  Unfortunately, Lorettas KIA ******* had 2 different problems ( will not start  - verses - not starting after it died while driving). Had Sunset misdiagnosed her vehicle the first time (as she is assuming) there would be no way she could have driven the vehicle ***** miles.We provided a professional and accurate diagnoses each visit and we are sorry that we could not predict a different failure in the near future.
  
  If you have further questions, Please contact me at ************.
  
  Sincerely,
  
  *************************
  Service Manager
  Sunset KIA / Mitsubishi

  Customer response

  07/12/2022

   
  Complaint: 17541558
  
  I am rejecting this response because:

  When I made the phone appt. for my car and the issue of it stopping while driving months ago, I specifically said that it stopped in the middle of the road, and I had to push is to budget battery on pacific highway. It would not start after that and that's why I had it towed to them the next morning. I picked up my car at the main dealership side of the kia *** due to the service department being closed. There was no one from the service department there that I could talk too that could change what was written on the receipt to make it correct. I needed my car and had been without it for days because they said they had no time to get to it even with me having a set appt. I had to call in for them to even tell me the status of my car every day because nobody called to give me updates. The paperwork I signed ...now that I look closer at it was falsified as well. When I called to check the status of my vehicle the representative told me that he apologizes because the person working on my car broke my intake manifold by mistake trying the put the starter in my car. He told me he wouldn't charge me for the new part but for accounting purposes he would need the to deduct the cost of my diagnostic fee and add it to the cost of the total amount I needed to pay. That is what covered the cost of the new manifold.....(the missing amount of the diagnosis fee). 

  Now I know, it was "really" because they wanted to cover up their mistake of breaking my manifold. I have included were they falsely added that the manifold was brittle and aged which is a lie. I had just looked at my manifold the days before when the budget battery clerk helped me understand that the battery wasn't the cause of my car dying in the middle of the street. That paperwork is falsified and did not accurately record what I originally said the issue was over the phone making the original appointment. I understand they probably did not want to write a long-drawn-out description, but I at least expected for them to include in their notes, what I told them about why the car was no longer starting. There is absolutely no reason why my car should be having the same issue when I paid them for a diagnosis in the beginning.

  It is their job to find the problem and not have me return with the same issues soon after. The general manager that called me back this past weekend told me that I told them my car wouldn't start and that's why they fixed the starter. Which is crazy to me because why did you then charge me for a diagnose if you were just going to use the "shortened version" of what I told you as their source of trouble shooting. So, me saying my car doesn't start gives you the automatic assurance that it's the starter and you don't even test the alternator at all??? Thats crazy to me. Their diagnosis on the invoice 3/17/2022 dated receipt shows no proof of them even testing the alternator to see if that *** be the problem. Thats why it is a misdiagnosis because they did not check all the possible part that can cause my car to not start. I even called and asked them if they were sure that it wasn't the alternator and if they were sure, it was the starter. They said they were for sure because they checked the alternator. They misdiagnosed my car from the beginning because they tested it as a "no start" condition and not the issue I explained to them on the phone. My car kept intermittently not starting because it kept dying in mid-drive and I told the man that made my appt. over the phone.

  I would have never brought my car to this dealership if they weren't going to correctly troubleshoot the original issue. I have included the receipt that they falsified. I mean who doesn't charge you for a diagnosis? My receipt says 0.00-dollar amount because they broke my manifold and wanted to make it look good on their end. My manifold was nit old and brittle. It was perfectly fine until they broke it. They had no problem charging me for the most recent diagnosis that I shouldn't have been charged for because this was their wrongdoing. I will never bring my car here again and I hope others don't either their service is illegal, shows a *** of lack in training and deceitful coverups being made when they make mistakes. I have never experienced a general manager overtalking me and being disrespectful from the beginning of a phone like theirs did to me this past weekend. I could barely speak. I see why they have long exhausting lines and a lobby full of angry customers. 
  Sincerely,
  
  *****************************

  Business response

  08/05/2022

  On ******************** second attempt to blame us, the facts still tell the truth.
  
  It appears that ****************** has her facts confused. When ***************** dropped off her vehicle on 3/16/22 our service advisor documented on the repair order what ****************** explained as the problem she was having. We documented her concern on the repair order and then she signed the repair order. As you can see in the attachment, it explains in her words: customer states vehicle intermittently wont start and has become more frequent over the last couple days (3/9/22-3/10/22) CURRENTLY WONT START. Please check and advise.  Her signature confirms the vehicle concern and authorizes the diagnosis. There is nothing on the original repair order that she indicated to us that her vehicle died on the road.
  
  Again, had the alternator been misdiagnosed in March, she would not have been able to drive the vehicle for over 3 months and ***** miles.
  
  
  During the repair of the starter that was bad the technician damaged her manifold and we replaced it at no charge to the customer. We did not charger her labor on the repair of the starter to offset the cost of the manifold. We let her know that and she accepted and approved the billing along with signed for it at the time of pick up.
  
  It is unfortunate that her starter failed in March 2022 which kept the vehicle from starting. It is also unfortunate that her alternator failed in July 2022, **** miles later, which caused the vehicle to die while driving.
  
  
  Thank you
  *************************
  Service Manager
  Sunset Kia/Mitsubishi
  Tell us why here...

  Customer response

  08/14/2022

  
  

  
  Complaint: 17541558
  
  I am rejecting this response because: 

  On the receipt I previously submitted as evidence, it stated that the manifold was old and that's why they replaced it (which made no sense because why would a dealership offer to replace my manifold "no charge" if it wasn't their fault), Now in their most resent response, this dealership is finally admitting to damaging my manifold during the starter replacement.  I am thankful that they are now fessing up to the lie that was typed on my receipt. This is exactly why I will never trust coming to this dealership again. They are not trust worthy. To add, all they checked and diagnosed was the starter and did not further diagnose what the underlined issues could be. 

  A proper diagnoses is supposed to check all possible malfunctions with the vehicle BEFORE coming up with a solution. They did not do that. They checked the starter seen that it was not working and stopped there. They did not even try to inspect/diagnose the alternator and confirm if it was or wasn't the underlined issue. If an alternator is close to the time of it going out, it will cause the starter to be over worked and die. I'm pretty sure that's why my starter was dead upon bringing it to then at my first appt. I paid for a diagnostic and a service fee for nothing. Just to bring it back later and pay again for another diagnostic test, and then find out it's original problem (the alternator). They should have found this out at the first appt. This place is bad news and their service is not quality, nor do I believe they properly train their mechanics/technicians on how to correctly diagnose anything. If they did this would have NOT happened to my car. I do not except their response but I am glad they finally told the truth about when they broke my manifold. ...Again, not properly trained. My manifold was in excellent condition before they broke it and misdiagnosed my car.  
  

  
  Complaint: 17541558
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  
  
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a complete engine failure due to the poor engineering and manufacturing of our vehicles engine. I am aware that the engine itself should be under warranty and all that. I am however very concerned with all the misinformation we have received through the derived department and now the general manager ****** He claimed its not like it failed 5 seconds after leaving the lot. This truly shows their lack of give a **** for their customers that are experiencing. I know I am not alone. There are no loaner cars available and I now am on the hook for my car payment and insurance for a car I cannot drive for up to 6 months. I also have no other means of transportation. This is beyond ridiculous. The blame for everything cannot continue to be Covid, its an excuse for them to treat their customers like trash. I am beyond disappointed in the interactions of the general manager . I would expect a lot more professional approach to these issues and he basically couldnt give a **** less. Not impressive. Reading you reviews online it all makes sense. You can pay for my car payment for the duration of the repairs. After everything this business has done to make me never want to come back. I also want all repairs done to my vehicle to be provided in ******* clear documentation along with the other recalls the car has. You represent *** and have make a joke of their name. One way or another your business needs to compensate for the lack of preparedness.

  Business response

  01/12/2022

  While we sympathize with the inconvenience of having a broken vehicle, we do not have the authority to override the factory in regards to what they will pay for repairs. We also have no authorization to pay your car payment as the repair **** will be paid by ********** of *******.  We will provide you with all of the documentation in regards to the repair when available.  

  Customer response

  01/12/2022

   
  Complaint: 16427648
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle from Sunset Kia January 2020. The Salesperson "Vasily" told me he takes care of all the paperwork including report of sale for my Dodge Caravan. Early this year, I started getting calls from a towing company who had towed the vehicle from the *** *** December 2020. I called *** and was accused of fraudulent activity with the ex-sales representative "Vasily". They refused to pay for the towing fees even though they had knowledge of him driving the vehicle for personal use for 6 months. They need to acknowledge they had a crooked salesperson and pay the fines and fees associated with the towing company.

  Business response

  11/15/2021

  The ******************* does not allow the dealership to send in a seller report of sale for the customer as it is their responsibility.  The salesperson in question is no longer with the dealership.

  Customer response

  11/16/2021

   
  Complaint: 15894281
  
  I am rejecting this response because: The car lot had the car towed instead of letting me know what transpired. There was no attempt to contact me concerning the situation with the crooked salesperson. His co-workers witnessed him driving this vehicle for months without saying anything. Why should I have to pay for the towing when I had no knowledge of what was going on? This was my first dealership purchase and the salesperson was well aware of this. This does not excuse the lying and fraud.
  
  Sincerely,
  
  *********************

  Business response

  11/17/2021

  While we understand it is frustrating, ultimately it is the customers responsibility to report the vehicle sold to the dealership.  Until this is done, the vehicle is still register to the customer and any tickets or charges are the responsibility of the customer.  We are not permitted by the state to send the seller's report of sale in for the customer.  This is not fraud, the vehicle was still registered to ************.  At this point we are considering this complaint closed as it is well over a year old.

  Customer response

  11/18/2021

   
  Complaint: 15894281
  
  I am rejecting this response because:It is fraud to have your salesperson misrepresent facts with other workers being aware. The salesperson personally drove the vehicle for almost a year before abandoning it on your lot after he was fired. I was even accused of doing underhanded business by one of the employees. I do not consider this situation closed and will be reporting this to other authorities. This is faulty and irresponsible business practices.
  
  Sincerely,
  
  *********************

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