Sunset Kia

Attached is an account step by step of the customers visit to our facility from the service writer that wrote her repair order If you notice Donna, the service writer asked several times for service records and the customer could or would not produce the records It is very clear that [redacted] is trying to hide something It appears very suspicious that the customer takes her vehicle to Bremerton when their are other Kia dealerships within miles of her location Never the less, without service records warranty will not authorize any repairs and the only dealership to actually see the records did the repair under warranty in Bremerton Auburn Valley is not in fault because of the lack of information requested and the lack of corporation from the customer.Sincerely Yours, Kirk R [redacted] OwnerFebruary 21, 2017Regarding acct # ***Dean and [redacted] On 2-7- [redacted] did show up as stated with her car to have it checked out for check engine light on and rough running at stops, also an oil change Also she did rent a car as we had no loaners available The technician took the vehicle back and found multiple codes in system Pand p Engine oil level was ok but was badly slugged up By sticker/history almost 10,miles past due for oil change Technician stated lower end noise Technician stipulated engine needed replacement including new turbo I the Service writer (Donna) called the customer and informed her (Judy) of the findings and recommendations of the technician I asked her for service records since in our system we had only completed one prior, she said she did not have any I gave her an estimate for replacement of engineBased on Kia warranty protocol of lack of maintenance she was not eligible under standard warranty We then talked about the value of the car not being worth that and if she wanted to way her options with new or otherwise She said that she would be looking at that and it would be on hold till her husband got back in town I passed the info onto Jack in sales [redacted] called me back and told me “she had spoken to a friend of hers that worked at West Hills Kia warranty department and they told her “ It did not matter with the maintenance if it was under 60,miles and we had the warranty extension.” She said that they told her to take it to someone else I told her that was not my understanding on the warranty and I would find out and call our rep and get back to her [redacted] did bring up taking it to Car Pro’s Renton and I did tell her she would be better off to take to her friend if she was going to take it somewhere That we had heard of issues going on down at that locationI spoke to Todd and we put in at least calls to Mark W [redacted] our DPSM and finally got a response, which was that damage to an engine due to lack of maintenance is not covered under warranty, regardless of the warranty extension for premature rod bearing failureWithout proper maintenance records Kia typically requires us to obtain customer authorization to pull off the valve cover, to inspect and take pictures as proof that maintenance has been completed properly As the customer did not authorize this we were not able to proceed I did estimate about $ which would include tear down, re-assembly, a gasket and oil If we received warranty authorization, we would not charge the customer, it would then been covered as part of the repairIf declined by warranty customer would have to pay this Kia deems warranty coverage for engine replacements, we do not I did tell her I would love to do the job I just wanted her to be covered So I needed her authorization.I did tell her that we in fact did have engines that week on the optima that had gone bad thru the extended warranty and we had received authorization from Kia to replace[redacted] then called and declined any further tear down of her vehicleI did tell her we had not changed the oil in her vehicle yet do to the possibility of engine She told me to go ahead and change it which we did on the 8th she said she wouldn’t be picking it up till Friday, February 10th, So it was completed by the 8th and ready for pickup.The charges she was charged was for the check engine diagnostic $ and the oil change $ plus tax Only the original things she brought the vehicle in for She chose not to go any further and put off picking the vehicle up till Friday when her husband was going to be back in town.Sincerely,Donna H [redacted] Service Advisor

The customer came to us with a vehicle that was running poorly, piston engine knock We asked several times for the service records of the oil changes that where done According to our records the customer did not bring her car into our facility for any service The customer was not able to provide us any service records showing that oil changes were made and at what intervals Without the records warranty will not pay for any repairs and or diagnostics The customer towed her vehicle to a dealership over miles away because she claimed she knew someone in the service department The other dealership asked for the same service records and this time she provided them with the records that she would not provide to us They performed the diagnostic work and found the problem [redacted] called our dealership to ask for a reimbursement and we offered her the reimbursement based upon seeing the service records she provide the other dealership She refused and we stand behind the position that we were not given the proper information to process the warranty repair At this point in time we will not offer any reimbursement for the service she received at our service department

Complaint: ***
I am rejecting this response because it is inaccurate:1) We have nothing to hide. Our car is working perfectly and was fixed under warranty by a reputable Kia dealership.2) We were not asked for records on our vehicle until we decided to have it towed to another dealership and requested a refund.3) Of course we took our car to another dealership. Donna, from Auburn Kia Service told us we had two options: 1) buy a new car from your dealership, or 2) pay $11,for a new motor. This was so far fetched for a year old car, we wanted a second opinion.4) Of course we didn't take our car to another dealership closer to Auburn because your very own worker told us how "horrible they all are" and how you "get complaints about how bad they are all the time from customers". 5) Our only goal is to warn other potential Kia customers to avoid Auburn Valley Kia at all costs. It is worth the $you dishonestly took from us if several potential customers go to a different dealership and don't get taken advantage of by Donna and all of the people at Auburn Valley Kia
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The response from the Kia Dealership is filled with alternative facts/untruths. They NEVER asked for my oil change records prior to me towing my car to another dealership and requesting a reimbursement. My only two options with their dealership were to either buy a new car from them or pay them $11,for a new engine- end of story. Furthermore, I had one oil change on record with them because they performed it, so when he stated they had no records, that is absolutely falseOnce we paid for AAA to tow our car miles and paid for a rental car for a week, only to find out the small needed part was under warranty and my car was fixed, I requested reimbursementIt was only after I requested reimbursement that they wanted my records in exchange for the reimbursement. It made no sense that they would want my records after my car was already fixed by another dealership. Couple this odd requirement with their unethical ways of doing business and we decided...1) they had no need for my records, and 2) more importantly we didn't trust them to have our records
Sincerely,
*** ***

Attached is an account step by step of the customers visit to our facility from the service writer that wrote her repair order.  If you notice Donna, the service writer asked several times for service records and the customer could or would not produce the records.  It is very clear that [redacted] is trying to hide something.  It appears very suspicious that the customer takes her vehicle to Bremerton when their are 4 other Kia dealerships within 10 miles of her location.  Never the less, without service records warranty will not authorize any repairs and the only dealership to actually see the records did the repair under warranty in Bremerton.  Auburn Valley is not in fault because of the lack of information requested and the lack of corporation from the customer.Sincerely Yours, Kirk R[redacted] OwnerFebruary 21, 2017Regarding acct # [redacted]Dean and [redacted]On 2-7-17 [redacted] did show up as stated with her car to have it checked out for check engine light on and rough running at stops, also an oil change.  Also she did rent a car as we had no loaners available.  The technician took the vehicle back and found multiple codes in system P0014 and p0017.  Engine oil level was ok but was badly slugged up.  By sticker/history almost 10,000 miles past due for oil change.  Technician stated lower end noise.   Technician stipulated engine needed replacement including new turbo.  I the Service writer (Donna) called the customer and informed her (Judy) of the findings and recommendations of the technician.    I asked her for service records since in our system we had only completed one prior, she said she did not have any.   I gave her an estimate for replacement of engine. Based on Kia warranty protocol of lack of maintenance she was not eligible under standard warranty.   We then talked about the value of the car not being worth that and if she wanted to way her options with new or otherwise.  She said that she would be looking at that and it would be on hold till her husband got back in town.  I passed the info onto Jack in sales.  [redacted] called me back and told me “she had spoken to a friend of hers that worked at West Hills Kia warranty department and they told her “ It did not matter with the maintenance if it was under 60,000 miles and we had the warranty extension.”  She said that they told her to take it to someone else.  I told her that was not my understanding on the warranty and I would find out and call our rep and get back to her.  [redacted] did bring up taking it to Car Pro’s Renton and I did tell her she would be better off to take to her friend if she was going to take it somewhere.  That we had heard of issues going on down at that location. I spoke to Todd and we put in at least 3 calls to Mark W[redacted] our DPSM and finally got a response,  which was that damage to an engine due to lack of maintenance is not covered under warranty,  regardless of the warranty extension for premature rod bearing failure. Without proper maintenance records Kia typically requires us to obtain customer authorization to pull off the valve cover, to inspect and take pictures as proof that maintenance has been completed properly.   As the customer did not authorize this we were not able to proceed.  I did estimate about $ 300.00 which would include tear down, re-assembly, a gasket and oil.  If we received warranty authorization, we would not charge the customer, it would then been covered as part of the repair. If declined by warranty customer would have to pay this.    Kia deems warranty coverage for engine replacements, we do not.  I did tell her I would love to do the job.  I just wanted her to be covered.  So I needed her authorization.I did tell her that we in fact did have 3 engines that week on the optima that had gone bad thru the extended warranty and we had received authorization from Kia to replace.[redacted] then called and declined any further tear down of her vehicle. I did tell her we had not changed the oil in her vehicle yet do to the possibility of engine.  She told me to go ahead and change it which we did on the 8th she said she wouldn’t be picking it up till Friday, February 10th, 2017.  So it was completed by the 8th and ready for pickup.The charges she was charged was for the check engine diagnostic $ 125.00 and the oil change $ 39.99 plus tax.  Only the original things she brought the vehicle in for.  She chose not to go any further and put off picking the vehicle up till Friday when her husband was going to be back in town.Sincerely,Donna H[redacted]Service Advisor

The customer came to us with a vehicle that was running poorly, piston engine knock.  We asked several times for the service records of the oil changes that where done.  According to our records the customer did not bring her car into our facility for any service.  The customer was...

not able to provide us any service records showing that oil changes were made and at what intervals.  Without the records warranty will not pay for any repairs and or diagnostics.  The customer towed her vehicle to a dealership over 50 miles away because she claimed she knew someone in the service department.  The other dealership asked for the same service records and this time she provided them with the records that she would not provide to us.  They performed the diagnostic work and found the problem.  [redacted] called our dealership to ask for a reimbursement and we offered her the reimbursement based upon seeing the service records she provide the other dealership.  She refused and we stand behind the position that we were not given the proper information to process the warranty repair.  At this point in time we will not offer any reimbursement for the service she received at our service department.