Valley-Hi Kia

Hi Bertha my name is *** *** I am the general manager at Valley Hi Kia, I did called the phone number and talk to a lady and explain that we are going to replace the Transmision as a goodwill, I made that decision before I get a letter from Revdex.com, currently the car is in our shop getting the
transmission replace *** ***

I am rejecting this response because:I am in a more respectable business than the car sales industry and if one of our managers spoke to a patient the way I was spoken to it would not be acceptable. Due to Kia's negligence on receiving the parts I needed for my car, I missed my appointment for my car smog and registration. Which in turn expired while my car was still at Kia, which led to me paying $more for my registration. For this reason I am seeking either the remainder part to my key @ no cost, or a partial refund for what I paid for my replacement key. I feel this is only fair due to the way I was treated AND the extra out of pocket expenses I had to cover for reasons that were not my fault but theirs.Thank You*** ***

Initial Business Response /* (1000, 5, 2016/08/05) */
Contact Name and Title: *** ***/Service Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@valleyhi.com
Valley Hi Kia will refund the consumer a total of $This is being done for customer satisfaction and retention
purposes
Initial Consumer Rebuttal /* (2000, 7, 2016/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After all the days of fighting for reimbursementThe dealership is willing to reimburse my full out of pocket expensesTheir final response to my complaint is satisfactory

The issue was taken care ofThe car was smog by our Nissan dealershipThere was some mechanical issues the customer had complained about , and we authorized the dealership to fix it and we took care of the bill

I am rejecting this response because: The car has been at the dealership for over two weeks and they keep saying they have not received the transmission My wife has been without a car for the whole two weeks .Every time I call to talk to a manager they give me the runaround; like today I called to ask for ***, they said he'll call you back after the meeting and then I called back they said he left for the day When I first dropped the car off *** told me it would be done within one days but then he told me the transmission he received from a third-party was bad that's why they have to get another oneI believe they are waisting my time and causing inconvenience for my wifeWe have four kids and we need a Van for transport Also, *** told me as soon as he receives approval from the general manager to fix the vehicle they would give me a vehicle to drive, and here we are two weeks later and I still didn't get the vehicle At this point I do not trust this dealer and I'm not sure if they will do anything wrong to my car

I am rejecting this response because: Valley Hi Kia of Victorville is lyingThey stated that the timing belt needed to be replaced for two reasons but when they called and gave us the diagnosis over the phone it was for one reason (because they would be taking off the timing belt casing and removing the timing belt to get to the sensor)They also stated they didn't know the history of my vehicle but they do they knew we were in the accident because we took the car to Kia for the allignemt we have the receiptLike every diagnosis they ask what's wrong with the vehicle and we told themThey said that they warmed up our vehicle and tested it and they said that the car was ran then why did it over heat the same day I picked it up When I picked up the car it was cold like no one ever test drove itThey also said they only drove a mile because it was dangerous because our tires were bald but why didn't they advise us to get tires They never actually walked through what was wrong with the car they just read from the receipt and had me pay*** also stated that the General Manager *** gave me the same offer on looking at our car but that too was a lie *** was more interested in trading our car in then fixing itAnd when I said my timing belt was under warranty all he wanted was for me to text him a copy of the warrantyAll we wanted was Kia to fix the sensor not make it worse then what it was. I didn't state in the first complaint that there was something sticking out of my hood after I got home Upon opening the hood is when I found one of their rags and a bolt(I still have the rag and bolt)And they also stated that the battery failed and that was a lieWe got the battery tested for replacement at Wal-Mart automotive with certified technicians and it came back a good batteryIt seems like their not trying to help in their best way possible it just looks like they want more money then fixing their own mistakesHow hard is it just to have my car fixed and know its going to be in good hands and not having to stress and suffer over Valley Hi Kia mistakeAll I wanted was the sensor to be fixed and not having a overheated car

*** *** Valley Hi Kia *** *** ***, CA *** 02/06/*** *** Revdex.com *** W*** *** ***, CA *** Dear *** ***: This letter is to respond to a *** complaint that was submitted 01/15/with the assigned ID# ***On
01/12/2018, the vehicle in question was towed into us under the name of *** ***At time of wright up, Mr*** informed us that he had lost the keys to the vehicle and that he wanted to purchase the remote (because the vehicle has smart start and only requires the remote to start the vehicle and allows keyless entry) and wanted us to program it as wellWe informed Mr*** that we did not have the remote in stock; however, tracking software indicated that another local Kia facility did have itSo it looked like it was a job that we could complete for him by 01/13/(Saturday)He agreed to the price and he left the vehicleUnfortunately, when we received the remote, it was not only used but defective out of the boxWe contacted Mr*** and informed him of the situation and informed him that the earliest that we could have a remote would be 01/16/(Tuesday)We apologized for the delayShortly after that, the advisor received a call from *** ***She clearly was very upset and started to berate the advisorThe advisor then informed me of what was happening and then I intervened and took over the callMs*** explained her frustration to me and I did apologize to her for the inconvenience and tried to explain to her that this is not a part that is often needed and that the only place we could get it is thru the Kia distribution centerShe then started to curse and yell and I informed her that was very disrespectful and asked that she continue the conversation without yellingShe then explained to me that if I didn’t get her vehicle repaired on 01/13/that she would come to the dealership and sit in front of my desk until it wasI informed her that if she did not stop being over aggressive and combative that we will ask her to remove hervehicle from our facilityShe then hung up on meMr*** then called and asked to speak with meI answered and he then apologized to me for the way Ms*** was speaking to us and asked that we just do the best we can to get the vehicle completed as quickly as possibleI informed Mr*** that our goal would be nothing short of that.Here at Valley Hi Kia our goal is to provide superior customer service to every customerIt is unfortunate that the loss of their key had further financial impact other than simply the cost of the new key; however, after investigating to see if our processes and procedures had caused any unnecessary delays; I found that was not the caseThank you for your time Sincerely, *** *** Service Manager Valley Hi Kia

I am writing this letter to respond to the complaint an ID of 12356841. First, let me start by thanking you for the opportunity of responding to the complaint. I understand being a third party charged with this duty can be difficult at times. So I will try to stick to the facts of the service...

visit. On 08/12/2017, the customer, [redacted], brought a 2004 Kia Sorento with VIN number K[redacted]0 into our facility. A work order, 102852, was created at 10:10am. The customer came in with the following complaint: Customer states the check engine light is on and the vehicle will not start anymore. When it did start, vehicle would shut down while in motion. Please check and advise. Diagnosis and repair is as follows: Technician inspected vehicle and verified concern. Scanned for DTC’s and found P0335 & P0301. Technician found that the crankshaft position sensor has no output. Sensor needs to be replaced. Service advisor then contacted customer and informed them of the needed repair. There was also            a recommendation to replace the timing belt for 2 reasons. In order to replace the crankshaft position sensor, you have to remove the timing cover and the timing belt is located behind the timing cover. The vehicle has 108,838 miles on it and Kia recommends the timing belt replacement every 5 years or 60k miles. By replacing the timing belt at this time would have saved the customer $500.00 because there would have been no additional labor charge since we were already in the area to replace the crankshaft position sensor. The other reason for replacing the timing belt at this time was because the timing belt was soaked in oil and coolant from the leaks present in the engine. Customer declined the recommendation. Once we completed the repair, we were only able to drive the vehicle approximately 1 mile. This was due to the front tires of the vehicle being completely bald and it was unsafe for my technician to perform a longer test drive. We did allow the vehicle to run for a while in the repair stall and the vehicle ran as normal. The customer did call me to let me know that the vehicle was overheating while driving and I extended them an invitation to bring the vehicle in and have it diagnosed at no charge. I did inform the customer that should the issue be directly due to our repair that we would take care of the issue at no charge. I also did inform the customer that if the issue is related to something else that we would charge for the repair. The customer became very agitated and very verbally combative and hung up the phone. They have called the General Manager and he also extended the same invitation. So far they have refused to accept. It is also important to note, this vehicle was towed in and our facility has very little history on this vehicle as far as what past services or repairs performed on the vehicle. Therefore we cannot attest to the running condition of the vehicle before it came to us. The overall condition of the vehicle is very poor. The vehicle has been in a front end collision at some point and there are signs of past repairs on various things such as coolant hoses and vacuum lines.  We have noted all of our findings on the work order in detail and customer was given a copy. In closing, I would like to refer to our mission statement. Our mission is to provide a great service experience for every customer every time. We still have an open invitation to the customer should they want us to diagnose the overheating situation as long as they agree to the terms and conditions aforementioned in this letter. Thank you again for your time.     [redacted]   Service Manager Valley-Hi Kia

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.