Kia Of Puyallup

Complaint: [redacted] I am rejecting this response because: First of all when my vehicle was serviced at 59,miles I had complained to kia that my car every time it was filled up would sputter and sometimes conk out and was told then this service would take care of that problemI continued to have problems every time I filled up my car after this service and brought it in when it became so severe that every time I came to a stop sign it would conk outAdditionally as I stated earlier they incorrectly diagnosed my problem and replaced spark plugs and wires at 66,miles on a car that is advertised by them as needing this done at 105,milesThey also talk about good will and replacing a catalytic converter that was covered by warranty and that wasn't even the problem and then the emission system fuel canister/purge system that was actually the problem not being covered and good will on their part covering itHow is it good will on their part when I have spent $dollars worth of service done on my car and the problem was not my spark plugs misfiring but a fuel canister/purge system that was finally diagnosed after keeping my car over a weekThis problem should have been diagnosed back when I had my car serviced at 59,miles.Sincerely, [redacted]

While it's difficult for Kia of Puyallup to see how someone could drive a vehicle with the problem described for close to years between service visits Kia of Puyallup would be willing to reimburse Mr [redacted] $for the spark plugs, wires and diagnostics, because the root cause of the entire issue did not get revealed until the two other issues were repaired Please contact our Service Manager Tom E [redacted] if you wish to follow through on this

My name is Ryan S [redacted] and I am President of Kia of Puyallup We received a Revdex.com complaint via email on Friday July 24th, 2015.In the complaint [redacted] claims it is Kia of Puyallup's responsibility to pay the remainder of their car loan.The customer came into Kia of Puyallup and filled out cancelation paperwork for their vehicle that was a total loss At the time they only marked having a extended warranty on the cancelation form therefore that is what we cancelled A few days after filling out the cancelation form customer requested that the cancelation be expedited rather than waiting the 4-weeks it can normally take and clearly states on our cancelation form Because we had the cancelation form + total loss statement from the insurance company we refunded the money The refund went to the customer for a total amount of approx$1, At this point we assumed the customer had been taken care of Around the time the customer asked us to expedite the refund their GAP company (was not marked on the cancelation form) said they were not going to do a claim and that the cancelation of both products (GAP + extended warranty) would cover the remainder of the loan At this point we had spoken to the customer and refunded the GAP amount to the lender This left a loan balance of approx$1,which was the amount we had already sent to the customer The customer says because we did not tell them that was supposed to pay off their loan, they spent the money on personal items, and therefore we somehow are now responsible for their remaining car loan It is entirely the customers obligation to pay off the loan We have done what we are obligated to do, which is process the cancelation and refund the money The customer, in turn, is obligated to pay off the loan At no point does the customers payoff become our responsibility Our Accounting Department has told the customer this In addition we explained to them that they may be able to work out a payment plan with the lender or pay it back as a personal loan We think there are options out there, but just because we sent the customer the money and they spent it on personal items does not now make it our responsibility It's the customers responsibility work with their lender to know the status of their loan.Thank you for allowing us to explain our side in this matter

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I will accept this explanation, only because I am done with having to worry about this. Please ensure your accounting department that they shouldn't tell people they "assume" what is going on with peoples money. Because if it weren't for someone to tell me they had received the document stating the loan was paid off, and that's why she sent us the check instead, it wouldn't have been used for anything other than the loan. After all this, I am still hoping that no one has to go through what I had been through with you people. Mistakes can be made, but not something that customers will have to suffer fixing themselves. I learned my lesson and will avoid it in the future. Thank you [redacted]

My name is Ryan S [redacted] and I am President of Kia of Puyallup We received an email on Wednesday August 10th from the Revdex.com concerning a recent a experience you had at our dealership In this email it mentions we tried to pressure you and attempted some sort of bait and switch My investigation indicates that [redacted] visited our dealership on Sunday August 7th and spoke with one of our Sales Consultants named Bob in regards to a new Optima [redacted] again spoke to Bob on Monday the following day regarding an Optima That was followed by conversations with a different Sales Consultant named Steve on Wednesday It appears this was an unfortunate miss-communication on our part [redacted] worked with Bob on Sunday On Monday Bob looked for the Optima that was driven on Sunday He could not find it and assumed it was sold He found another Optima he thought was similar and gave [redacted] that stock number It turns out Bob was mistaken The Optima driven on Sunday was not sold In addition it turns out the similar Optima he found was not so similar The Optima driven on Sunday had more options/equipment on it than the second Optima stock number All of the new pricing that Bob had discussed on Monday was all based off the second Optima that had less equipment and was therefore less expensive Since Bob was off on Wednesday the second Sales Consultant, Steve, was simply going off the notes/instructions that Bob gave him He had no way of knowing that the stock number on Wednesday was any different than the car looked at on Sunday We are sorry for the mistakes, miss-communication and giving the impression that your time was not valuable to us We do not bait-and-switch customers and do not stand for that as a dealership These were simple mistakes on our part that have given a customer a poor impression of us I do not take that lightly and am sorry for that That was not Bob's intent, Steve's intent or anyone's intent Bob and Steve are good people While mistakes happen, this is going to be a teaching opportunity for all of our team to make sure we truly turn over ever stone to verify if a car is sold Also verify that just because a car might seem to be equipped the same way we need to check some of the smaller hard to see items In regards to the voicemail that was left one of our Sales Managers did receive a voicemail from a woman, but there was no name left or number given After reading the email from the Revdex.com and listening to the voicemail we can assume that is the voicemail in question Without a name or a number he was unable to call back He or Bob would be more than happy to call [redacted] back now that we know who it is Thank you for giving us the opportunity to explain our position on this matter We apologize for the miss-communication that took place and will work to make sure this does not happen again

My name is Ryan S*** and I am President of Kia of Puyallup *** *** purchased a Sorento from Kia of Puyallup years ago in We do not have any current service records on her vehicle
On August 16th *** brought in rear axle parts and asked us to remove the
bearings so new ones could be installed We did not see the car or diagnose the car Vehicle repairs were being performed by the customer or a third party We attempted to accomodate the customer using our special tool to remove the bearings Our tool broke and we were no longer able to perform this type of repair We took it upon ourselves to try and get this taken care for the customer by taking it to a machine shop They were unable to remove the bearings as well At that point we recommended they try a different Kia dealership or machine shop that had this special tool to perform the work We did not charge the customer anything We did not tell the customer that this was a bad design for the car We did not tell the customer that the only option was to buy a new rear end and we are under absolutly zero obligation to replace the rear end of this car
We would be more than happy to put the bearing back the way it was at no additional cost We did not do this to begin with because we were under the impression they were going to proceed with the bearing removal elsewhere
We have since checked with multiple Kia dealers in Washington While most do not have this special tool we have found one that does They are willing to let us use it if the customer wishes to return or if the customer would like to take the parts directly to that dealership If they are interested in this they can contact Tom E*** at 253-286-
Thank you for allowing us to discuss our position in this matter
Thank you

It took us multiple attempts to finally hear back from one Kia dealership in Western Washington that had the necessary tool
We request that the part is brought to us for inspection before Kia of Puyallup accepts any responsability for it

The 60,mile service and timing belt Mr*** references was done on June 28th, He vehicle had 59,miles There was no mention of his complaint at that time
Mr*** basic warranty expired on July 31st, or 60,miles (whichever occurred first)
Powertrain warranty is in effect until 100,miles or July 31st,
March 4th, Mr*** brought his vehicle in at 66,miles with the complaint of after filling with fuel and coming to a stop the vehicle conks out and dies, then it will restart This is the first record we have of servicing Mr*** vehicle since June The technician diagnosed and found the #cylinder misfiring and recommended to replace the spark plugs and wires Mr*** authorized the repairs The technician performed the repairs and test drove the vehicle and there was no issue Mr*** went to leave and the vehicle died again after driving away The technician diagnosed further and found that the catalytic converter had been damaged due to the misfiring When the vehicle got hot the exhaust flow got restricted and the vehicle would die This was not detected on the original diagnosis and it did not happen to the technician after the repair Luckily the catalytic converter is covered for years/80,miles and we were able to cover that under warranty The parts were ordered and the converter was replaced under warranty Once the catalytic converter was replaced the technician was double checking and making sure everything was OK and found that there was an issue with the fuel canister/purge system letting fuel leak into the evaporative emission system causing that system to get fuel fouled, misfire and die This actually was the root cause of the entire issue and is not a covered warranty item because the vehicle warranty was expired Theoretically, nothing should have been covered due to the circumstantial damage to the coverter because of the failure of a non-covered component None the less we covered the catalytic converter under warranty 100% We did a goodwill warranty three way split on the fuel tank repairs and Mr*** paid for his plugs and wires We believe we were more than fair to Mr*** in covering what we did on a vehicle that was out of basic warranty by 6,miles We were not obligated to pay for any of the repairs, yet we did so anyway out of goodwill Now Mr*** is asking that we pay even more for items for a vehicle who's warranty expired almost years ago nor are they our responsability to pay for We have already paid for some of Mr*** work and do not feel we are required to pay another $and $367.
Thank you for giving us the opportunity to explain our position in this matter. If you have any questions or if we can provide you with any additional information, please do not hesitate to contact me

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will accept this explanation, only because I am done with having to worry about this. Please ensure your accounting department that they shouldn't tell people they "assume" what is going on with peoples money. Because if it weren't for someone to tell me they had received the document stating the loan was paid off, and that's why she sent us the check instead, it wouldn't have been used for anything other than the loan. After all this, I am still hoping that no one has to go through what I had been through with you people. Mistakes can be made, but not something that customers will have to suffer fixing themselves. I learned my lesson and will avoid it in the future. Thank you[redacted]

Complaint: [redacted]I am rejecting this response because: First of all when my vehicle was serviced at 59,998 miles I had complained to kia that my car every time it was filled up would sputter and sometimes conk out and was told then this service would take care of that problem. I continued to have problems every time I filled up my car after this service and brought it in when it became so severe that every time I came to a stop sign it would conk out. Additionally as  I  stated earlier they incorrectly diagnosed my problem and replaced spark plugs and wires at 66,236 miles on a car that is advertised by them as needing this done at 105,000 miles. They also talk about good will and replacing a catalytic converter that was covered by warranty and that wasn't even the problem and then the emission system fuel canister/purge system that was actually the problem not being covered and good will on their part covering it. How is it good will on their part when I have spent $624 dollars worth of service done on my car and the problem was not my spark plugs misfiring but a fuel canister/purge system that was finally diagnosed after keeping my car over a week. This problem should have been diagnosed back when I had my car serviced at 59,998 miles.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Dear Mr. S[redacted], I believe you have your information wrong as to exactly what actually took place on this incident. When we initially called to ask about this work, we were told YES in fact you can perform the work. Kia was well aware we were bringing the parts only in for repair. An appt. was made to bring them in the next day. The next day the parts only were brought in. At some point during the day you attempted to perform the repairs which you were unable to complete. NO, you did not take these parts to another machine shop to try to have the repairs completed. You called me to come get the parts and told me to take it into NAPA in Tacoma, that they could do it. See attached receipt to document this. We took it into NAPA who also stated they could not perform the work. After multiple trips to different KIA shops as well as several different machine shops that each KIA dealer had told us to go to with no luck, I called Tom, the service manager in your service dept. Yes, Tom DID in fact tell me the this was a bad design on my car. When I asked what were our options at that point, yes he DID in fact tell me my only option would be to replace the whole rear end of my car. He said there was nothing he could do for me. The conversation I had with him I had documented very clearly. This is not something I made up as you seem to be implying. Later in the day I had called and asked to talk with the General Manager of KIA of Puyalllup, they took my info and said he would call me back. I received a call from Rick L[redacted] who said he was the General Sales manager. I explained to him what had transpired and asked him what I can do. Mr. L[redacted] advised me to call KIA Consumer Affairs and apologized for not being able to help me. My case # is [redacted]. I have been without the use of my car now for 4+ weeks. KIA has no fix for this. One machine shop tols us that KIA damaged the part when you broke it, partially pressing it out. It has been damaged beyond repair.
Sincerely,[redacted]

My name is Ryan S[redacted] and I am President of Kia of Puyallup.  We received an email on Wednesday August 10th from the Revdex.com concerning a recent a experience you had at our dealership.  In this email it mentions we tried to pressure you and attempted some sort of bait and switch.
My...

investigation indicates that [redacted] visited our dealership on Sunday August 7th and spoke with one of our Sales Consultants named Bob in regards to a new Optima.  [redacted] again spoke to Bob on Monday the following day regarding an Optima.  That was followed by conversations with a different Sales Consultant named Steve on Wednesday.
It appears this was an unfortunate miss-communication on our part.  [redacted] worked with Bob on Sunday.  On Monday Bob looked for the Optima that was driven on Sunday.  He could not find it and assumed it was sold.  He found another Optima he thought was similar and gave [redacted] that stock number.  It turns out Bob was mistaken.  The Optima driven on Sunday was not sold.  In addition it turns out the similar Optima he found was not so similar.  The Optima driven on Sunday had more options/equipment on it than the second Optima stock number.  All of the new pricing that Bob had discussed on Monday was all based off the second Optima that had less equipment and was therefore less expensive.  Since Bob was off on Wednesday the second Sales Consultant, Steve, was simply going off the notes/instructions that Bob gave him.  He had no way of knowing that the stock number on Wednesday was any different than the car looked at on Sunday.
We are sorry for the mistakes, miss-communication and giving the impression that your time was not valuable to us.  We do not bait-and-switch customers and do not stand for that as a dealership.  These were simple mistakes on our part that have given a customer a poor impression of us.  I do not take that lightly and am sorry for that.  That was not Bob's intent, Steve's intent or anyone's intent.  Bob and Steve are good people.  While mistakes happen, this is going to be a teaching opportunity for all of our team to make sure we truly turn over ever stone to verify if a car is sold.  Also verify that just because a car might seem to be equipped the same way we need to check some of the smaller hard to see items.  
In regards to the voicemail that was left one of our Sales Managers did receive a voicemail from a woman, but there was no name left or number given.  After reading the email from the Revdex.com and listening to the voicemail we can assume that is the voicemail in question.  Without a name or a number he was unable to call back.  He or Bob would be more than happy to call [redacted] back now that we know who it is.
Thank you for giving us the opportunity to explain our position on this matter.  We apologize for the miss-communication that took place and will work to make sure this does not happen again.

While it's difficult for Kia of Puyallup to see how someone could drive a vehicle with the problem described for close to 2 years between service visits Kia of Puyallup would be willing to reimburse Mr. [redacted] $366.88 for the spark plugs, wires and diagnostics, because the root cause of the entire issue did not get revealed until the two other issues were repaired.  Please contact our Service Manager Tom E[redacted] if you wish to follow through on this.

My name is Ryan S[redacted] and I am President of Kia of Puyallup.  We received a Revdex.com complaint via email on Friday July 24th, 2015.In the complaint [redacted] claims it is Kia of Puyallup's responsibility to pay the remainder of their car loan.The customer came into Kia of Puyallup and filled...

out cancelation paperwork for their vehicle that was a total loss.  At the time they only marked having a extended warranty on the cancelation form therefore that is what we cancelled.  A few days after filling out the cancelation form customer requested that the cancelation be expedited rather than waiting the 4-6 weeks it can normally take and clearly states on our cancelation form.  Because we had the cancelation form + total loss statement from the insurance company we refunded the money.  The refund went to the customer for a total amount of approx. $1,061.  At this point we assumed the customer had been taken care of.  Around the time the customer asked us to expedite the refund their GAP company (was not marked on the cancelation form) said they were not going to do a claim and that the cancelation of both products (GAP + extended warranty) would cover the remainder of the loan.  At this point we had spoken to the customer and refunded the GAP amount to the lender.  This left a loan balance of approx. $1,061 which was the amount we had already sent to the customer.  The customer says because we did not tell them that was supposed to pay off their loan, they spent the money on personal items, and therefore we somehow are now responsible for their remaining car loan.  It is entirely the customers obligation to pay off the loan.  We have done what we are obligated to do, which is process the cancelation and refund the money.  The customer, in turn, is obligated to pay off the loan.  At no point does the customers payoff become our responsibility.  Our Accounting Department has told the customer this.  In addition we explained to them that they may be able to work out a payment plan with the lender or pay it back as a personal loan.  We think there are options out there, but just because we sent the customer the money and they spent it on personal items does not now make it our responsibility.  It's the customers responsibility work with their lender to know the status of their loan.Thank you for allowing us to explain our side in this matter.

Complaint: [redacted]I am rejecting this response because:
Very upsetting that you are finally able to locate a tool to perform this function after I have made multiple trips over the last several weeks to KIA dealerships and machine shops, not to mention the hours spent on the phone trying to remedy this situation. At this point we have been told that the side you attempted to press out is damaged beyond repair and can not be used. It needs to be replaced. We have ordered the replacement part as recommended by a machine shop that we had finally found that can perform this work. Replacing the entire rear-end to my car that KIA had told me was my only option appears to not be the case. The new side we ordered was delivered to the machine shop today. We will update this complaint with the outcome and provide receipts for reimbursement. I have returned every  phone call/response I have received from KIA. I have been trying everything I can and have spent countless hours trying to get a solution to have my car repaired.
Sincerely,[redacted]