ComplaintsforKia of Muncie

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I dropped off my 2017 Kia ******** for service on March 30. Since then, I have never received a call from the service department with an update on my car. I have had to call several times to receive vague information and that I would receive a call back with more information. Due to no response from service, on April 10, 2024, I emailed the sales person who sold me the car and he was helpful at getting someone to contact me the next day. This was on Thursday, April 11, 2024. That individual (****) apologized and said he would look into it and get back with me same day. However, I never received a call later in the day or the next day.Three weeks later, I still have no car and no one has contacted me regarding the service repair.

  Business response

  04/18/2024

   

  Our Sales Associate, *****, brought this to my attention on Monday and we were able to reach out to our customer with an update.

  She was very kind and simply wants to get ongoing updates. We assured her this would happen.

  Thanks,

  *****

  Customer response

  04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I appreciate the business response, however, I have been assured of frequent communication multiple times. And, while ***** did alert the service team on Monday, April 15th, I still did not receive a call until after the complaint was filed. And, when ***** intervened before, I still received one pacifying call with zero follow-up. I am in the same position as I was before filing the complaint.
  

  Therefore, I am not confident that Kia of Muncie will continue to apprise me of updates and would like to keep this process open until we have a diagnoses and approved service plan. Thank you. 
  
  Regards,
  
  *************************

  
  

  Business response

  04/18/2024

  The vehicle is in need of a new engine most likely.

  The next step is getting the required maintenance records from the customer. We have requested these items.

  Her extended warranty company will not move forward without the documentation.

  The warranty company wants to make sure the vehicle has had the proper maintenance performed before they will allow us to take the next step.

  I apologize for the incorrect information on my previous response earlier today. I was misinformed.

  Thanks,

  *****

   

  Customer response

  04/19/2024

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

   

  I sent maintenance records yesterday April 18th at 912 am. The response I received indicates they have not received it. It has been sent. I will await further instructions from *** and still am not satisfied until I have full communication, diagnoses, and repair remedy. Im afraid once I close the complaint, poor communication will resume. 
  
  Regards,
  
  *************************

  
  

  Business response

  04/24/2024

  We're attempting to get approval from a **************** to do the repairs per the ****************'s processes. We don't make the rules... we have to follow them.

  We did get the maintenance records on the 18th and sent them to the **************** for review and approval to proceed.

  This is not a customer pay job and we want to make sure that the customer doesn't have to pay if it's covered by warranty. So we're doing our best to protect the customer from unwanted expenses by following the proper channels.

  We want to work on the car and finish the job. That's how we get paid. 

  Thanks

  Customer response

  04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have not heard from anyone since Friday April 26th and  I was promised daily updates. My car has been there a month now. Although the engagement is better, I am hesitant to close the complaint until I have an approved diagnoses and remedy. All I have now are reports that we have to wait for *** to validate a warranty and still slow communication. This is still unresolved. 
  
  Regards,
  
  *************************
  

  Customer response

  05/14/2024

  Hello,

  I have not had a response from this company since April 26, 2024, through  the Better Business Bureau. What I have had from the company is the same response one week apart that my engine needs to be torn down before they can proceed. Two weeks later, the engine still is not torn down and I have been without my car since March 30. Completely unacceptable. I have bought five cars from Kia of Muncie, and believe me, I will no longer. This experience has been ridiculous. 

  Business response

  05/15/2024

  We're waiting for her approval to do the tear down on the engine. This requires her to acknowledge that she's responsible for the tear down costs if the warranty company denies the claim.

  She was sent an email yesterday evening again requesting the permission. 

  Thanks

  Business response

  05/15/2024

  I understand **************** doesn't want to incur costs if the engine isn't under warranty. In order for us to proceed we have to have her authorization that she will in fact pay for said costs if the warranty company declines the claim.

  I think the best avenue at this time is for **************** to deal directly with the warranty company.

  Kia Muncie is not willing to tear the engine down to point of failure without an approval from ****************.

  Business response

  05/15/2024

  We're waiting for her approval to do the tear down on the engine. This requires her to acknowledge that she's responsible for the tear down costs if the warranty company denies the claim.

  She was sent an email yesterday evening again requesting the permission. 

  I understand **************** doesn't want to incur costs if the engine isn't under warranty. In order for us to proceed we have to have her authorization that she will in fact pay for said costs if the warranty company declines the claim.

  I think the best avenue at this time is for **************** to deal directly with the warranty company.

  Kia Muncie is not willing to tear the engine down to point of failure without an approval from ****************.

   

  Customer response

  05/15/2024

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

  No one has contacted me at all, at any time, to ask me to pay to tear down the engine to the point of failure. Although ****************** indicates I have been sent a email asking for tear down costs, no such email exists. What I do have are emails indicating that they do not have an available mechanic to do the tear down  but that there will be NO COST TO ME. That is what the emails from ******************* directly state. Either *** is lying to me, or ******************* with service and ************************* are not being honest with each other regarding what they tell me and what is directly stated on emails. I  will go to *** in the next few days and address formally with  all parties. And, ***** never called me today and I was told that he would.  

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

  
  

  Customer response

  05/15/2024

  Hello,

  I actually spoke with someone at the national headquarters of *** and they have explained things to me much better than anyone at Kia of Muncie ever has. What I was explained by the national headquarters of Kia ******** service is that ******************** is trying to get third-party approval to waive the tear down so that the engine can be replaced. The reason for the third-party approval is because the warranty is through another entity, not directly through **** from what I understand. If the teardown is not waived, then I would have to pay for the tear down. So the representative indicated that Kia **********************  is working to save me money on the front end by trying to get the teardown waived. This was never fully explained to me, but now that it is, I completely understand and will await the outcome. Thank you. . 

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