Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 *** ******* as a certified pre-owned vehicle from Metro *** on 8/21/2024. They offer a number of free oil changes with that purchase and I made an appointment for Friday, October ************************************************************************************************* line with the vehicle systems indicator. On the night before the scheduled service, the oil light flickered as I was arriving at home. The following morning, before leaving, I checked the oil and found the sick was completely dry, I added oil, and drove to the appointment where I shared my concern. After inspection, the technician indicated that the *** switch appears to have failed and the engine burned off all the oil, resulting in substantial sludge buildup. They have stated that this issue is not covered under the certified preowned commitment. When I was provided with a copy of the full service estimate, I also learned that the brakes needed substantial service. Per **** own preowned criteria, brakes must have 50% of wear remaining to qualify. The total repair cost is $2,950.08. They committed to reviewing this with senior management. As of now, there has been no response to my follow up questions. I have now paid $185.55 for the inspection and diagnostic. Friday will be seven days since they were made aware of my concerns.

  

  Business response

  10/17/2024

  Customer was confused by the recommended services after bringing the vehicle in. Agreed to cover the decarbonization we recommended for his engine maintenance as a one time good will. customer has agreed.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2017 Kia ******** with around ***** mile to this service department to address three concerns; engine oil consumption, replacement of a burned out brake light bulb and a rear window that would not roll down/function. The vehicle was taken to the service department on 02/01/2024.They wanted to charge over $1,000 to investigate the oil consumption so I declined that service. They charged a subtotal of $71.13 to change the brake light. This service was performed and the light is now fixed. The main issue is the non-functioning window. I was told they needed to replace the window motor and charged a total of $311.64 to order the replacement motor. The motor was to be replaced at a later date when the parts were received. When I received my car back after the diagnostic, the window worked as it should. I picked up the car on 02/03/2024 and have been trying to find out why the window now works when I was told it needed a new motor. There was no mention of any repairs done to the window on the paperwork I was given. I spoke to the service advisor once and he told me he was waiting on the notes from the technician. Since then, I have left multiple messages for the advisor without any response. Additionally, I was told the wiper blades needed to be replaced for over $100. I declined this service as the wipers currently function perfectly fine. I personally replaced all of the wipers prior to the inspection. The front wipers were ordered on 11/29/2023 and the rear wiper was ordered 01/13/2024. The rear wiper was only on the vehicle and used for a few weeks when I was told it needed to be replaced. All three wipers were replaced with brand new wipers. I am happy to provide a copy of the paperwork I was given. I can also provide the dates I called and left messages, if needed.

  

  Business response

  02/14/2024

  To whom it may concern,

  The vehicle was brought in on February 1st ****. The technician verified the concern with the window. It would not work at all. Upon tapping on the motor he was able to get the window to go back up and it did work up and down everytime after that. This however is not a fix as there is most likely corrosion in the motor and it will stop working again. When a customer agrees to a fix but is taking their vehicle, we do charge for the price of the part and the diagnosis fee before they can leave with the vehicle. The customer agreed to the fix of the motor and paid and took his vehicle. He was informed that the window was working at this time but would not last as it was just a "bandaid" for the time being. Our advisor did state that there was a message left for him by **** this morning and he had not gotten back to him yet. Unfortunately at this time we are down to one advisor and sometimes being able to respond to Voicemails during the day can be a huge challenge as there are live people in front of us that need attention with their appointments. I have addressed this issue with the advisor and we have come up with a plan that if he receives voicemails that he cannot respond to, that he pass them on to me and I will call back for him. We apologize for the customer not being responded to right away. If the customer is happy with the way the window is working now, we will be happy to refund what he paid for the part in advance. We want to strongly state that the window working now is just temporary and it will stop working again in the future as we have not completed the proper repair.

  Thank you,

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

  Metro Kia of Madison

  Customer response

  02/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for the response. I was never advised that the window was repaired or a temporary fix was put in place. I was very surprised to get my car back with the window working. There was zero mention of any type of repairs done on the paper work I was provided. I spoke to the advisor on 2/5 and he could not provide any specific details on why the window was now working. He said that he was waiting for the tech's notes and I said that was fine and would circle back with him later in the week. Since then, I have left either message for the advisor or a direct voicemail a total of 4 times on 2/8 2/9 2/12 and 2/13. Again, it was never disclosed to me that any sort of repair was done to the window. 
  
  Additionally, I would like to point out something in my original comments. It recommended to me to replace the wiper blades, which I find deceptive as I personally replaced all the blades recently. I personally ordered brand new replacement blades for the front window on 11/29/23 and a brand new replacement for the rear window on 1/13/24. The rear wiper blade was only on the vehicle for a few weeks and it was recommended I replace them. The wipers all function perfectly fine and as they should. 

  At this point, I would like a refund for the entire service costs of $603.38. This has not been a pleasant experience by any means and I feel like they were attempting to take advantage of me. 

  I finally did receive a return call from the service advisor tonight (2/14) which I do not plan on returning since I have this BBB case open.

  Regards,
  
  ***********************

  

  Business response

  02/15/2024

  We are happy to refund the cost of the parts that were ordered. As far as the wiper blade situation, the technician recommended the blades as during the multipoint inspection, he did find them to be streaking. When a technician does a multipoint inspection and finds anything that is not working up to the standards of the inspection, it is their job to recommend a fix. It is then up to the customer to decide if they want to complete that task. 

  We are sorry that you were not contacted by the Advisor after your Voicemails and we will be happy to help get this resolved by refunding your money of the parts that were ordered and paid for. We do not usually refund the cost of diagnosis as the customer is notified of what the cost is before the diagnosis is done and also the customer initials and signs for it. I have looked at the original Repair ordered that was presented by the Advisor while you were here and it does show that you signed and initialed for that diagnosis. The amount that we would be able to refund would be $326.85

  Customer response

  02/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for the response. I appreciate the offer to refund $326.85 for the parts ordered. Please proceed with the refund and I will consider this matter resolved once the refund is received. 

  Regards,
  
  ***********************

  Customer response

  02/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I wanted to let you know that Metro *** stopped by my house last week and gave me a refund check. 

  
  

  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my car towed to Metro *** on November 27th, 2023 and on November 29th , 2023 ****** Called me and said my HSG Belt had shredded. The belts were replaced and my car was picked up on December 7th, 2023. I paid $686 to get my car out of the shop. Not even a week later on December 13th, I heard a noise and my car started overheating the following Monday December 18th, my car was towed back to metro *** when I spoke to someone there before it got towed. ****** then told me that my drive belt had popped and the water pump belt due to my belt tensioner intermittently failing which what caused the belts to pop and it was going to be $1300 to fix it. When Metro Kia Of Madison had to mess with the tensioners in order to replace the belt. I then proceeded to get my car on Wednesday January 17th, ****. My car was snowed in because of the winter storm and my battery was dead . Me and my coworker had to dig my car out and I had to end up leaving it after trying for 1 hour in below zero degrees weather and i ended up getting frost nip on my fingers from trying to get my car. Yesterday Thursday I called and left both ****** and ******* a voicemail in regards to my car and never got a response. On Friday January 19, ****, I went to get my car and I got there at about 4:50. My car was still snowed in and ****** did ask for a technician to jump my car which he did. After my car was jumped I was still unable to move my car because it was snowed in. I had to go to the sales department and ask for a manager because no one was in service. The sales manager then walked with me to service and told **** that my car was snowed in and that I was trying to get out. He then proceeded to say that , I had to wait because he had customers when there was no one at the desk. Once I proceeded to drive my car I heard rattling which means the belt tensioners are not tight . Metro *** has not fixed my car but has only continued to mess my car up more.

  

  Business response

  01/23/2024

  To whom it may concern,

  ************************** brought her vehicle into Metro Kia of Madison originally on November 28th 2023 with her 2013 ****************** At that time the customer complaint was that "WHile driving down the road a message displayed stating there is a problem with the Hybrid system and to pull over immediately". The customer did pull over and had the vehicle towed to Metro **** ************** found the battery dead, the trunk release was inoperable so he had to manually open the trunk. He jump started the vehicle and code checked with KDS. Found P0A4C and P1A77 codes. He inspected and found the *** belt broken and recommended replacement of the belts and then to retest after replacement. The customer agreed to replacement of the belts and ************** replaced. Once replaced he road tested and verified the repair. The customer returned on December ********* with the complaint "They were driving and saw coolant temp warning light as well as the temp guage on high while driving and coolant boiling rapidly and smoking from the grill". The customer had vehicle towed again to **********************. ************** verified the concern and inspected and found the water pump belt missing and the drive belt damaged. He suspects the water pump belt broke off and fell while driving. He suspected that both drive belt tensioners were sticking and recommended replacement of both belt tensioners and both damaged and mising belts and to then retest. He also stated that the coolant level was low and the engine may have over heated but would not be able to tell until the repair was complete so he could inspect engine for any damage. The customer declined the recommended replacement of the belt tensioners and opted to just replace the belts again. The customer also signed the Repair order stating that they understood that they were risking this happening again and by just replacing belts and not the tensioners. The belts were replaced under the *** parts and labor warranty as the customer had not gone ****** miles and it had not been 12 months. We have not seen the car since it has been picked up to be able to address the new noise the customer is stating that they hear at this time.

  As far as the incident with not being able to get the car out, I have spoken with my Advisor and asked if what she said was true. She stated that nobody would help her get her car out from the snow. My Advisors both stated that they both asked if they could assist. They offered the help of our snow plow as well. The customer proceeded to yell and swear at them. She came back in and stated that her battery was dead. My advisors and a technician went out to help jump start the vehicle for the customer. They told her that they did need to be inside to assist the other customers that were waiting to be checked out as it was the end of the day, and that they would be more than happy to help her as soon as they were available. I have been told by them both that this would have been a wait of about ten minutes, maybe less. The customer was very angry and yelling and swearing at them despite their offers to help her.

  We are more than happy to take a look at her vehicle again if she is concerned about the noise that she is hearing. As stated above, she did sign off on a waiver acknowledging that by not completing the recommended repair of the belt tensioners, she may have more issues in the future. 

  Thank you for your time,

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

  Metro Kia of Madison

   

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  04/15/2023 A second *** key that was suppose to be given at time of purchase was never received.Metro Kia of Madison was contacted numerous times to resolve this issue but no response from the company. Email was sent to the General Manager, Sales Manager as well as the Service Manager but up to this time we have not received the *** key that was promised. Numerous issue came up prior to this as to pay off of our Trade in Vehicle that we have to pay additional month in order to avoid any affect on our credit score. Yet they have reposted that all service was completed on the 2023 KIA ****** that we Leased last 09-2022

  

  Business response

  12/06/2023

  To whom it may concern,

  After we received notice that this customer filed a complaint with the ********************, we did reach out to her right away to try and fix the issue. The customer was very receptive and understanding. We have ordered a new Key Fob and she has been assured that once the part comes in, she will be contacted and an appointment will be made to get the key fob programmed to the vehicle.

  Thank you,

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

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RO# *******/1 *** came on July 16, 2023 August 3, 2023 Questions presented to Metro ***,My *** came on and it was checked to be a knock senor wiring harness code P1326. This happened in ******** on the way home from a vacation. Home is in *********. A number of issues arose and I would like Metro *** to address them. They are listed in a numbered question format in the attachment. The General Manager, the Service Manager, and *** Consumer Affairs will not answer all questions with solutions or even respond to my persistent questioning by email. The towing could have been prevented and the hassle could have been prevented had Metro *** performed the update in the visit just weeks before. They claim a ridiculous policy to prevent updating software and now seem lacking in knowledge to answer what triggered the *** to come on, BUT IT COULD HAVE BEEN PREVENTED EASILY!

  

  Business response

  08/29/2023

  To whom it may concern,

  This customer called us when his vehicle was in ******** stating that he absolutely did not want to leave his vehicle there even after I explained to him that any Kia ********** could help him with anything that is still covered under Warranty. At that time he did not know what was wrong with the vehicle as he hadn't had it taken to a shop yet. His Check Engine Light was on and flashing and it was in Limp home mode. He was adamant that it be brought to Metro Kia of Madison. It was explained to him that it may be something as simple as the vehicle needed an update to the *** or it could be anything else and that the only way to know would be to have it towed to the nearest Kia **********. He was very certain he wanted it towed from Michigan to Madison *********. It was then explained to him then that he would need to contact *** Consumer Affairs to discuss a possible tow reimbursement. *** will reimburse for towing if whatever the fix to the vehicle is covered under Warranty, but the vehicle would have had to be towed to the nearest Kia ********** from the spot of the breakdown. I told him he needed to contact Consumer Affairs before he had it towed to a different state. 

  Once the vehicle arrived to Metro Kia of Madison it was found that the vehicle needed an update to the ***. The vehicle left our shop with the customer and to this day I have no knowledge of it having any other issues. The Update was performed after following a flowchart that is designed by ***. We are unsure why the *** was on other than the *** needed to be updated. The customer was upset that we didn't just perform this update at an appointment that he had here a few weeks before the trip to ********. I explained to the customer that the update was not a recall so we were unaware that his vehicle needed it. The only time we would know that anything is needed on a vehicle that isn't a maintenance item is if the vehicle is acting up and or the *** is on. At the time of the appointment before the trip there was nothing wrong with the vehicle. It was in for a routine oil change. 

  I have provided the customer with any and all information that I have as to why we performed the update. He is asking questions that we do not have the answers to as we are only following the flow chart that *** has provided for us and cannot do anymore unless something further goes wrong with the vehicle. 

  We do not feel that we should have to pay the customer for his choice of towing his vehicle from one state to another as he was given instructions to have it taken to a ********** closer to where the vehicle had it's issue. 

  We feel that we have answered every question that the customer has to the best of our ability.

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  8/29/23
  To whom it *** concern, (from Metro Kia of Madison)
  This customer called us when his vehicle was in ******** stating that he absolutely did not want to leave his vehicle there even after I explained to him that any *** ********** could help him with anything that is still covered under Warranty. At that time he did not know what was wrong with the vehicle as he hadn't had it taken to a shop yet.His Check Engine Light was on and flashing and it was in Limp home mode. He was adamant that it be brought to Metro Kia of Madison.
  (Customer response)
  Adamant is not a true description of my decision.  The car was taken to a nearby Autozone to get an *** reading and  a code P1326 was the result. I was told by the Metro *********** Manager that wherever I would begin warranty work my car would need to be finished by the same place and that this is a *** ************* I was also told that if the commonly known engine issue results in the engine needing replacement there could be a 6 week wait.  This would require my vehicle to stay in ********, two states away from our home in *********.  So there was a serious risk of major inconvenience.  Very concerned is a much more accurate description of the calamity my wife and I were now put in.  I had no choice but to believe that policy statement to be true, but it sure seemed very odd to me.
  (Metro ***)
  It was explained to him that it *** be something as simple as the vehicle needed an update to the *** or it could be anything else and that the only way to know would be to have it towed to the nearest *** **********.
  (Customer response)
  The two options of the issue,based on the *** code read at a nearby Autozone shortly after the *** was triggered on, were told to me by the Metro *********** Manager that the wiring harness could be bad or the engine bearing clearance could be out of tolerance and that the testing process was quite involved. I was also told by the ******** *** repair shop that if the wiring harness had been damaged by an animal then the warranty would not cover the repair and Metro *** confirmed this. It was later told to me that the software *** need updating.  Based on the first conversation with the Metro *********** Manager there were only the first two issues discussed, wiring harness and bearing clearance and this was because I informed the manager of the Autozone *** reading a code of P1326, labeled as Glow relay short circuit, and the most likely solution was to replace the knock sensor wiring harness.
  (Metro ***)
  He was very certain he wanted it towed from Michigan to Madison *********. It was then explained to him then that he would need to contact *** Consumer Affairs to discuss a possible tow reimbursement. *** will reimburse for towing if whatever the fix to the vehicle is covered under Warranty, but the vehicle would have had to be towed to the nearest *** ********** from the spot of the breakdown. I told him he needed to contact Consumer Affairs before he had it towed to a different state. 
  (Customer response)
  *** Consumer Affairs was contacted prior to towing and denied any towing options.  When contacted after the repair they said it was up to the dealer to cover any towing expenses.
  (Metro ***)
  Once the vehicle arrived to Metro Kia of Madison it was found that the vehicle needed an update to the ***. The vehicle left our shop with the customer and to this day I have no knowledge of it having any other issues. The Update was performed after following a flowchart that is designed by ***. We are unsure why the *** was on other than the *** needed to be updated. The customer was upset that we didn't just perform this update at an appointment that he had here a few weeks before the trip to ********. I explained to the customer that the update was not a recall so we were unaware that his vehicle needed it. The only time we would know that anything is needed on a vehicle that isn't a maintenance item is if the vehicle is acting up and or the *** is on. At the time of the appointment before the trip there was nothing wrong with the vehicle. It was in for a routine oil change. 
  (Customer response)
  To keep the record straight, the prior appointment of May 31, 2023 (RO6628756/1) was not for an oil change and no oil change took place, but rather to update a recall and to check for any other recalls that *** need to be performed.  I asked three times if they had ALL recalls taken care of, and the answer was yes.  For the *** update,  *** ******** PI1803 ******,
   *** is requesting the completion of this Product Improvement ******** on all affected vehicles. Before conducting the procedure, verify the vehicle is included in the list of affected VINs. Also, please have your KDS connected to the internet regularly to get the latest software updates available.
  
  WHY WOULD A KIA **** NOT CHECK FOR THE LATEST SOFTWARE UPDATES REGULARLY?  **** own campaign says to check regularly.
  
  Had the update been performed at the first visit this entire issue should have been nonexistent.  And, since the vehicle had not had a knock sensor issue before, why did it trigger a code but no part was found to need replacement?  This made me suspicious that the vehicle software had been tampered with.  If the software was not tampered with at the May 31 visit what triggered the software to require an update?  If Metro *** does not have the knowledge to answer that, then they should be in contact with *** or ******* engineers to get an answer.  Software doesnt just decide on its own that it needs an update.Something triggered it and turned on the *** and put the car in limp mode.
  Answering this question is more important to me than the *** upgrade and towing charges of $176.  Metro *** could be more resourceful and search for the answer to what triggered on the ***.  Someone in this world knows that answer and the fault lies in Metro ***s lap to be resourceful on this subject.
  
  What exactly does the latest software update do?  Does it become less sensitive to the engine or more sensitive? As an engine wears more it would stand to reason that software would need to be less sensitive to more clearance movement.
  What does it read differently now?
  Is the software programmable by technicians and can they reset dates or mileage to make the *** turn on at a later time?  Can this be verified when given a definite yes or no answer?
  
  (Metro ***)
  I have provided the customer with any and all information that I have as to why we performed the update. He is asking questions that we do not have the answers to as we are only following the flow chart that *** has provided for us and cannot do anymore unless something further goes wrong with the vehicle. 
  We do not feel that we should have to pay the customer for his choice of towing his vehicle from one state to another as he was given instructions to have it taken to a ********** closer to where the vehicle had it's issue. 
  We feel that we have answered every question that the customer has to the best of our ability.
  
  
  Regards,
  
  *****************************

  

  Business response

  08/30/2023

  The customer asks why we didn't perform the update to the *** at the first visit and the answer is this. We cannot perform an update that isn't in the form of a recall UNLESS the vehicle is in NEED of the update at that time. *** will not allow us to do so without an actual DTC that the vehicle is showing. At the time the vehicle was brought in there was no check engine light on in the vehicle that would have triggered the need for the update and there were no stored history codes stating that the update was needed. Any and all recalls were performed at the time of the appointment. It has been explained to the customer that there was no need for that update to be done at the time of service. 

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new *** ********* 2023 in 11/23. I purchased a tow package and wiring. I was not told that I would not be able to be a trailer hitch due to a recall (faulty wiring resulting in fire). I purchased thus car to tow. 4 months later no hitch or wiring is available and dealer with jot call me back. Manager told me to call ***. *** has no estimate of when parts will be available.The upholstry is coming up and the dealer said it was not under warranty and once again to call ***. *** has not been able to get dealership to respond as well.At this point I have a car I purchased to tow trailers and can't tow with defective upholstery. *** ********************** needs to make this right today or refund my purchase.

  

  Business response

  04/18/2023

  We fixed the upholstery on the customers seats. Even though it was caused by an aftermarket seat back installation. The customer had a hitch installed by ***** and we paid for the install of the hitch. Customer plans to have Uhaul install the wiring harness as well when they become available at Uhaul. Unless *** releases one sooner. The customer was told before purchasing that there was not a hitch currently available for the 2023 Telluride and that we had no idea when one would become available. He still chose to purchase the Telluride. Since then, the customer has been updated consistently with the fact that *** still has not released a hitch. I told customer I would update him as soon as *** releases a hitch for the Telluride or harness. Unfortunately, *** still has not released one or any information regarding getting one. Customer was in about one week ago when he brought me the receipt for ***** and seemed happy and understanding that we have no control over ***. Told me to call if *** releases one, or if ***** gets it first he would call me and let me know it was installed by them. 

  Thank you

  Customer response

  04/29/2023

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

  Customer response

  05/11/2023

  Basically, KIA ********************** has not contacted us and we are not ok with this as a resolution.  We can not tow with the vehicle.  We purchased it solely for this purpose.

  Customer response

  06/06/2023

  We have contacted them several times and they have not responded.  I filed a Lemon Law complaint against *** ****  I was received 4/27 and we have not heard from them as well.  Id appreciate your help- we bought this vehicle to tow and it cant do what it was made for.

  When I schedule routine oil changes *** ********************** will not document that I am asking for the wiring harness.  When I stop at the dealership to learn updates they will not put it in writing.  When I text there is no response.  When I email no response.  Really unhappy that this car can not tow and *** wont respond.  Please help us - we shouldnt be stuck with  a $64,000 investment that cant do what we paid for.  Our money should be refunded.

  Thank you.

  *** and ***************************

  

  Business response

  06/28/2023

  The customer was made aware of the fact that there was no hitch prior to purchasing their vehicle. I give them information any time they ask for it. I can send you email threads with the customer, and with *** Corporate asking for updates on the hitch and harness. The customer did have an aftermarket hitch installed by UHAUL and I gave them a check for the hitch even though that was not part of our deal, did it to be nice. The customer ruined their seat by an aftermarket seat cover that has Velcro on it, however our service department did fix it for them at no charge. I also agreed to pay for a wiring harness as soon as one becomes available. Unfortunately, it is out of the dealership control that *** has yet to release a hitch. I have other customers in the same situation, as well as myself. I have a 23 Telluride and need a hitch as well. The customer was told at purchase that the hitches were not available and we had no ETA on when they would be available. The customer is welcome to trade in their vehicle or sell the vehicle back to us. They have been driving it for months so just a refund is not really an option. The customer never paid for a hitch or harness during their purchase. Any questions please call! Thank you!

  Customer response

  06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  6/28/2023
  Case: *** ******************************* Complaint ID # *********
  
  Response to note of 6/28/23
  
  Thank you for letting ** respond to *** **********************s note.  There were several inaccuracies in that note. I will outline the issues below as the issue with the towing wiring harness is still not resolved.
  
  We were not told the wiring harness was not available when we purchased the ********* with the towing package November 7, 2022 for the increased towing ability.  We traded in our 2019 ****** to gain the ability to tow more weight.  We purchased a higher end model with greater towing ability and a towing package.  It is true that were told that a hitch was not available yet because it was a new model year and they had changed the bumper.  The salesman (****) told us that an OEM hitch and harness should be out within 2-3 months and that the dealership would contact us when it was available.  He also suggested that we could get an aftermarket hitch and harness installed at a place like U-Haul, but we told him that we had always had OEM hitches and we preferred to wait
  
  At no point did the dealership or ***  tell ** that *** had filed a report with the ***** that prior model years of ********** had a problem with the wiring harness that would cause a fire. (August 2022).  We did not find out about that until I called the Metro Kia of Madison January 23, 2023 to inquire about an OEM hitch and harness and was told that it was not available yet.  Following that I learned on the internet about the previous recalls due to fires.  We also learned that no aftermarket wiring harnesses are available that do not void the warranty. 
  
  We have NOT been updated consistently about the status of this wiring harness.  We need to go to the dealership in person or make multiple phone calls to get an update.
  
  It is true that *** ********************** did fix the upholstery and pay for a hitch and installation at UHAUL.  We are not disputing this. 
  
  The dealership has never reached out to us in writing or by email, or telephone.  They did not respond to the BBB for months, so I would appreciate seeing those memos the dealership mentioned.  We did this in the hope that when a wiring harness becomes available it will be relatively simple and quick to install the harness.  While we do appreciate this, without a *** wiring harness, we are still unable to tow anything.  If we were to use a non-*** wiring harness, we were told it would void our warranty.
  
  We are left with a vehicle that has the ability to tow but without the part to make that happen.  We can not tow with this vehicle, and are unable to move our trailers, boats, or camper.  We have been very patient for 7 months, working through the dealership and the ******************** as requested but neither is taking responsibility for this serious problem so we have turned to the Better Business Bureau. 
  
  As far as refunding  our car.  *** ********************** suggests that can not be done because we are driving it.  Yes, we bought a car, and we will drive to and from work.  We bought this specific car to tow.  We are unable to tow our boat, camper, or utility trailer.  *** offered to buy the car back at a $10,000 loss.  This is not a fair offer.  We would have accepted a fair offer. ***** Blue Book lists used *** ********** worth at much, much more than $54,000, especially those that have been well maintained. 
  
  We purchased this car in good faith that we could tow.  *** has not made this possible.  We should not have to suffer financial losses due to a failure on ***s part. We need this resolved or the car refunded.  We need to be able to tow.
  
  
  
  Respectfully,
  
  
  ***********************
  ******************************************
  
  Regards,
  
  ******************************************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dec. 31st I received an oil change on my 2022 *** ** car at Metro **** On Feb. 13th while driving the car shut off. I had no lights on dash or any indication anything was wrong with car. After getting to side of road I attempted to start car and it would not turn over so I opened hood. I looked at the battery connections and looked over motor but I am not a mechanic so I googled it. It suggested to check oil. I checked dip stick and it was dry. I paid for a tow to the closest *** ****** and they took a week to inspect. They told me the drain plug fell out and that it was laying in the oil pan cover. I asked for the pictures to be sent to me and I contacted Metro *** who did the oil which is what that *** ****** recommended. They told me I had to bring it up there for them to look at it. I asked if it was ok to drive and they said yes if I got an oil change which I did. Metro *** had it for 7 days and after several phone calls made and 5 Voice mails left they left me a Voicemail saying that we had a motor knock and we needed a new motor which there insurance wont cover. They said it would be $16100.00. They said it was denied because we drove the car **** miles and we should have noticed it leaking oil. All of the oil was on the side of the road where I pulled off and at least a quart sitting in the Oil pan cover which can be seen in the pictures sent to me from the shop I had it towed to. If this car was leaking oil we would have seen it in our garage where it parks everyday after A 7 mile commute to work everyday.

  

  Business response

  03/10/2023

  The oil change service was completed at Metro Kia of Madison (Our dealership) on 12/31/2022 at ******. The loss of oil was reported on 2/15/2023. This was 44 days and ***** miles after we serviced the vehicle. It is the opinion of our insurance provider, our legal counsel and ************** team, that if a drain plug was left loose the oil leak would have begun immediately and would have been immediately apparent, with oil dripping on the ground. This would have been readily apparent after being parked as well as a hot oil odor during and after the engine was running. The customer states that there were no signs of either of these until the day the vehicle broke down which is not possible. It is our opinion that something else happened to this vehicle service related after being at our dealership or the vehicle was possibly vandalized. We recommended that the customer submit a claim to their insurance company. 

  Customer response

  03/10/2023

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

  I refuse to accept the response.  My vehicle is only parked in 3 locations and all three have no oil present at all.  If it was leaking slow we would have got a light on dash or i would have noticed a smell.  The *** ****** i towed to sent me pictures of the oil pan cover with the plug laying in it with saturated oil everywhere under the car, if I or someone else messed with the plug it would have all leaked out at once and it wouldnt have been all over under the car.  The integrity of a business to say a threaded object cant just let loose does makes sense to the way we have been treated.   Absolutely a company trying to hedge a bet against me spending the money to litigate.   This was 100% fault of the oil plug either it was faulty or Metro *** did not install correctly.  I will guarantee this will happen to someone else.  
  
  Regards,
  
  *******************************

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/10/22, I brought my vehicle to this establishment for a 30k mile inspection. This included an oil change, and a multi-point inspection.After the inspection, a person from the service department called me and said that I urgently needed to have $1300 worth or work done on my brakes (full front and rear work, fluid flush). Their documentation said my from brakes were 1mm and 2mm, and that my rear were 3mm and 4mm. This vehicle was newly purchased from another establishment and that didnt seem right to me. I declined their service and took my vehicle to my local trusted mechanic for a second opinion. His findings were significantly different from that of Metro Kias. My front brakes were both 4mm, and my rear were both 5mm. He quoted me $340 for front brake work that he deemed not immediately necessary.Because this vehicle was purchased less than 30 days ago from a different establishment, they agreed to also do an inspection. Their inspection concurred with that of my mechanic. It is concerning that documentation was falsified in effort to sway me into $1300 worth of unnecessary work.

  

  Business response

  11/14/2022

  You brought your vehicle to us for a professional inspection by a Kia ********* technician at a Kia *********** As a Kia ****** we are going to look at vehicles with the focus of keeping them maintained to like new with original equipment *********** parts. The price you stated included front and rear brake pads and rotor replacement as well as servicing the caliper slides and pins, a brake fluid change and the ****** mile service interval service which we completed that day. When we inspected the brake system we found them wearing unevenly and the rotors rust pitted. In order to properly return the vehicle to original equipment status we quoted what was needed to do that. We do not use inferior aftermarket parts or non-manufacturer ********* labor. Those things do require a higher price point. We did not falsify any records or quote you anything that was not necessary to keep your vehicle properly maintained. What you are speaking of is a matter of opinion and you could take your vehicle to multiple different shops and get multiple opinions and prices. The difference in measurements you stated are the difference of approx. 1mm which could be a difference of where they measured it and with what type of measuring device.When our technicians recommend something, they are going to look at it as is this something that could cause a problem before the next ***** mile interval or could it become more costly if it is not acted upon at this visit. When you brought your vehicle in, you told the advisor that you had just purchased the vehicle recently elsewhere and when the advisor talked to you about the recommendations, he recommended to you that an option was to return to that ****** you purchased it from and ask them to address it since you had just purchased it. We offered you options and estimates that you could elect to do with as you wished. Your review is unfair and does not accurately describe what occurred. If you are upset with anyone it should be the ****** you purchased it from that did not correct the brakes condition prior to selling it to you. 

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been getting oil changes at *** since 2017 when we purchased our vehicle and recently things have been getting bad and I will not be returning. I had an oil change in May and was told my breaks needed to be done before the next oil change. I found this odd as they were not making noise so didn't do anything. This time when I went last Saturday everything looked good other then two filters they recommended getting changed. The good items included my breaks and the battery. Last night I went to start my car and the battery was completely dead. Nothing was left on so there was no reason in two days it should go from good to dead. The have raised the price to $70.90 and service has gotten worse. I had to pay $235 to replace the battery and miss the morning of work because they failed to actually tell me something wrong with my vehicle or actually told me something was good when it obviously was not. They completely try to take advantage of customers and is it not right.

  

  Business response

  08/02/2022

  To whom it may concern. I have looked into the Archives of the appointment of which states that the brakes needed immediate replacement. In the Archives, we scan the multi point inspection sheet that we use on every vehicle that we do oil changes on and it shows that a visual inspection was done of the brakes. Normally we will measure pad depth but the customer did not want a tire rotation at the time of appointment and so the brake inspection was a visual one. Our technician wrote on the Multi Point Inspection that the front brakes were good, and that the rear brakes were getting low. He even wrote on the inspection sheet that they are not needed now, but that they were starting to wear. We do these inspections so that the customer is aware of what is going on with the wear items of their vehicle. It is to show them that even if things arent in need of replacement at the time of inspection that they may need them soon or they may be looking great. In this case, the rear pads were starting to wear a bit so he noted that. Nowhere on that inspection sheet did it say that they needed to be replaced now.

  The battery is tested at every oil change appointment and noted if it needs replacement. Both appointments the customer had (March and July) the battery was testing fine. I am unsure why the battery then died on the customer. The only thing that would cause a failure that quickly would be if something was in fact left on or there was something plugged in that would drain the battery.

  We try to be very transparent with our customers and keep them up to speed on what is wrong, not wrong, and going to be something that needs attention in the near future at every appointment. I feel that possibly this was a miscommunication or maybe the customer misunderstood how to read the inspection sheet. I am sorry for the misunderstanding and will be communicating with my Advisors on how to explain these sheets better to our customers.

  Thank you

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/04/2022, my **************************************************************** ********* on my drive home from the holidays. After getting it towed, I come to find that the reason my engine stopped working was due to the lack of oil in my car. However, my car was not leaking or burning oil, and the oil light had never come on. When it got to Metro Kia of Madison, I was told that I would have to get every oil change receipt for my car to prove that it was maintained in order for the repair to be covered by warranty. *** has a ******* mile warranty, which I would still be covered under. In February my engine light came on and I immediately brought it in to get checked out. There was an issue with the timing chain that was under warranty so *** fixed that, and they also changed the oil pan that was under a recall and changed my car's oil. ***** miles and 5 months later, my car breaks down again, due to a lack of oil in my car. After ***'s tech line inspected it, they found that my car was not leaking oil so they concluded it must have been burning the oil, but I did not notice it and the oil light never came on. The manager I spoke with informed me that this incident was common among ***'s, which is the reason for the warranty existing in the first place. He said that it had nothing to do with the maintenance they performed on my car in February. When I asked if it was normal for the light to not go on, he told me that it wasn't. For *** to acknowledge their warranty, they forced me to prove that it has been maintained by providing oil change receipts and if I changed the oil myself, I would have to show that oil change supplies were purchased. Oil changes each must be within ****** miles of one another. I have been able to track down most of my oil changes, but there are 3 that I cannot locate. Regardless, I do not feel it should be up to me to prove that my car has been maintained and they should honor the warranty they promised when we bought the car 4 years ago

  

  Business response

  07/12/2022

  To whom it may concern.  When the vehicle was brought in for service on the 5th of July it was low on oil. Powertrain coverages require prior approval so our technician followed all protocol and procedure to fully diagnose the vehicle and send it on to the *** ******** reps to make their decision as to if the engine will be covered under Warranty or not. They requested maintenance records which the customer did provide, but due to the gaps in oil changes the engine was declined through **** Unfortunately this is now out of our hands. We are unable to change or alter the decision from *** once it has been made. We have recommended that the client call *** Consumer Affairs and have provided the proper phone number to her.

  Customer response

  07/12/2022

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

  Metro *** sold me a car that was covered under warranty under ******* miles as it was known to break down. They did a timing chain and oil pan repair on that car in February, less than ***** miles ago, and then later declined to warranty the car or their work as it recently broke down again due to no oil in the car, despite them being the last to work on the car and change the oil. Somehow, they are trying to put the fault and costs on me for it breaking down, although I had no problems with the car prior to bringing it in in February. 

  Regards,
  
  Madison ******

*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. ↩