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VallKia Reviews (1)

I am writing this letter to respond to the complaint an ID of First, let me start by thanking you for the opportunity of responding to the complaintI understand being a third party charged with this duty can be difficult at timesSo I will try to stick to the facts of the service visitOn 08/12/2017, the customer, [redacted] , brought a Kia Sorento with VIN number K [redacted] into our facilityA work order, 102852, was created at 10:10amThe customer came in with the following complaint: Customer states the check engine light is on and the vehicle will not start anymoreWhen it did start, vehicle would shut down while in motionPlease check and adviseDiagnosis and repair is as follows: Technician inspected vehicle and verified concernScanned for DTC’s and found P& PTechnician found that the crankshaft position sensor has no outputSensor needs to be replacedService advisor then contacted customer and informed them of the needed repairThere was also a recommendation to replace the timing belt for reasonsIn order to replace the crankshaft position sensor, you have to remove the timing cover and the timing belt is located behind the timing coverThe vehicle has 108,miles on it and Kia recommends the timing belt replacement every years or 60k milesBy replacing the timing belt at this time would have saved the customer $because there would have been no additional labor charge since we were already in the area to replace the crankshaft position sensorThe 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 engineCustomer declined the recommendationOnce we completed the repair, we were only able to drive the vehicle approximately mileThis was due to the front tires of the vehicle being completely bald and it was unsafe for my technician to perform a longer test driveWe did allow the vehicle to run for a while in the repair stall and the vehicle ran as normalThe 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 chargeI did inform the customer that should the issue be directly due to our repair that we would take care of the issue at no chargeI also did inform the customer that if the issue is related to something else that we would charge for the repairThe customer became very agitated and very verbally combative and hung up the phoneThey have called the General Manager and he also extended the same invitationSo far they have refused to acceptIt 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 vehicleTherefore we cannot attest to the running condition of the vehicle before it came to usThe overall condition of the vehicle is very poorThe 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 copyIn closing, I would like to refer to our mission statementOur mission is to provide a great service experience for every customer every timeWe 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 letterThank you again for your time [redacted] Service Manager VallKia

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