This business declined warranty coverage, and sabotaged my wife's car, to the point of being stranded.
I am active duty military, and my wife and four kids is in Wichita falls, Texas to visit our family. My wife took our 2011 kia Sorrento here for a check engine light. The first time she went, they told her that the KIA guy wasn't there, and she would have to come back when he was. So she made an appointment and returned two days later.
On the next visit, she was told that she would have to leave the car there, and she would have to return later that day. Well I have the ten year 100k mile warranty, and was told that it would be covered.
Well later that day the service manager called me to tell me that the gas tank filler neck was damaged by driving over something, and that it would not be covered under the warranty, and that it would be 700$. I declined to have them fix it, because the only problem was the light, she was able to fuel it without any issue. We know because she fueled it because of the delay of the appointment. The service manager told me that the car was ready for pick-up.
My wife attempted to pick up the car, but it was on the lift. I am confused with this, I was told that the car was ready to pick up, Why was it back on the lift? My wife tried to put gas in the car, and now the car will not take fuel, it pours out on the ground. Before we took it to the dealer it would take fuel fine with no leakage, it just had the check engine light. So now my wife and four kids are stranded without their vehicle, because it is unable to accept fuel.
I am currently serving my country, and I am very disgusted with the way this business is conducting business. I feel like the saw the California licenses plates, and the female owner, and thought they could make a quick buck. I am also having two separate ASE certified techs look at the car, to write a report. If there was another Kia dealer in town I would take it there. I look forward to the ASE certified techs findings. I emailed the service department, and I am still awaiting a response.
I would like them to repair the defect under warranty at absolutely no cost to me, under the supervision of a person of my choosing.
Or I would like the car to get towed to another certified kia repair facility, to get the problem fixed with Genuine OEM parts, and a ASE certified technician performing the work, under the warranty, absolutely no cost to me.
Contact Name and Title: ****** ***** General Mana
Contact Phone: (XXX) XXX-XXXX
Contact Email: ******@pattersonauto.com
Our sincere apologies for the experience the ****** encountered at our store and to make up for it we are willing to split the cost of the repairs. unfortunately the damage wasn't covered under warranty which we don't get a penny if the customer declines the repairs so we would've rather it be covered under warranty so everyone wins. We did have a communication breakdown with our service advisor and technician on getting the vehicle off of the lift this is why I am willing to absorb half of the cost of repairs at this point.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a acceptable resolution, because the 2011 Kia Sorrento came to this service center in a perfectly working condition, as in it was 100 percent capable of taking fuel, with no fuel leakage. We know this to be fact because we fueled the car from the time the check engine light came on, until the service tech could become available three days later. The only reason it was brought to the dealer was a check engine light. Judging from the diagnostics preformed, and the part that was said to be defective, the code was likely to be an evaporative system leak. Now an evaporative system can be something as simple as the gas cap. When we received the 2011 Kia Sorrento back it was no longer able to take any fuel, as in it leaks all over the ground. As you probably know a car that leaks fuel is very serious situation, and very firm grounds for legal litigation. If a spark is lit in the vicinity of fuel it can result in a explosion, and place the occupants in very serious danger. No respectable car dealership service center would let a car leave in this condition. For the whole warranty discrepancy, if you look at the Kia schematics, there is no possible way that the gas tank filler neck can be struck by anything "by driving over something". The gas tank filler neck is located outside the fender well, well away from anything that could cause damage to the component. Lets say for arguments sake that it was located in a area that it could be damaged by driving over something, as I mentioned earlier this would be a recall by now, because if a fuel system component is struck by something, and it happens to spark it can cause your car to explode, this would be very bad business for a car maker such as Kia. Ford experienced this in the early 90s with the ford explorer.
So an acceptable resolution would be for the 2011 Kia Sorrento would be to Fix this discrepancy at absolutely no cost to me, we currently are unable to drive the car because of the hazardous condition our car was left in. It will require a tow from about 30 miles away. It will also require repairs, that I do not expect to pay for any of that, because of the gross negligence of you service department. The longer this takes, the more likely it will end up in litigation, due to the fact that a rental car of similar type and size is costing my family $54 per day.
Final Business Response
****** sorry for the delay in getting back to you. I am about to catch a plane to Virginia and will be out for a week, but I will repair the vehicle but will not pay to get it here or any rental fees.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
After jumping on a plane and looking at this damage myself, I believe this was caused by road damage. I wish to close this complaint. I would apologize, but I feel like this company still attempted to take advantage of us at the price of 700. I did the same repair 1 hour of work with a 250 dollar part to oem specs.