Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:27/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21348058
  
  I am rejecting this response because:

  Their narrative is completely FALSE! The facts are being ignored;

  They sold us a faulty vehicle that was releasing smoke on the inside. 

  They took the car back to fix it and kept it for over 60 days.

   They then returned the car claiming to have fixed it with a used repair part, and the car had mould in the trunk (clearly untouched for the 61 days)

  We asked to return the car because it was still smoking and they came back with the 30 day customer guarantee period is over and that they could trade it for us for half the amount we purchased it from them! Unbelievable! 
  

  It is a scam, taking back faulty cars and waiting until the 30 day period elapses to then throw the responsibility back onto the customer with an undrivable vehicle.

  Not acceptable!
  
  Sincerely,
  
  Zak Mudoba

  in value.We were forced to sell the car on auction recently making a $9000 loss and we want KIA West to reimburse that money back.

  Business Response

  Date: 15/03/2024

  Hello,
  We had the vehicle safety all done prior to selling the car. Unfortunately there was an issue after their purchase, we got the car back - provided them with a loaner vehicle and the part was back ordered for a long time and this was priority for us in getting their car repaired and back to them - when they came in to pick up the car they were considering trading in the vehicle for a minivan. The van was on clearance price, below our cost and did the very best to make that happen.
  
  

  Business Response

  Date: 19/03/2024

  Hello,

   

  We ordered the part from gm December 5th and it was on backorder, early January we rechecked and it was still on back order with gm and they could not provide an eta- So we were able to find an aftermarket part from altrom.

   

  There would be no benefit in keeping the customer car here if we could have it fixed and returned to them. 

  Customer Answer

  Date: 20/03/2024

   
  Complaint: 21348058
  
  I am rejecting this response because:

  once again the point is being missed.

  KIA West duped ** into purchasing a vehicle that was not inspected and drivable, they admitted that by taking the car to be repaired for two months. The problem persisted after the fact, and they wouldnt take the car back at full price stating it had passed the *********************************************************************** their possession. They offered to buy the car back for more than half of what it was sold, unbelievable!

  What is KIA west going to do to fix this?
  
  Sincerely,
  
  Zak Mudoba

• Initial Complaint

  Date:12/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business pressured me from buying from their specific dealership and ******* to put a refundable deposit on a car that I wasnt completely sure about. After finding a better fit, they told me that they would not refund the deposit despite saying it was refundable. There was no buy/sell contract in place and they are not following up with me now that they have my deposit. * ******* **** **** **** ******** ***** ******* *** ******* ** ***** ** *** *********** **** **** **** ***** **** *** **** ** * ******* ******* ** * ******* ****** ** **** ********* ** * *********

  Business Response

  Date: 14/12/2023

  Good Evening ********

  We had received a deposit from ********* initially on an in stock New Vehicle. Prior to coming in for delivery she requested a different color which we acquired from a dealership out of town. We incurred transport charges for her vehicle. Upon the vehicle arriving she decided not to purchase the vehicle and requested her deposit back. We had advised her the reason why we were holding the deposit for the transport charge.

  We have since sold that vehicle to another customer. I will absorb the charges and will be refunding her deposit on Friday December 15th. I will have my assistant manager contact her and facilitate the refund.

  Pls let me know should you require any more information from me.

  Regards,

  MO ******

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* and i bought a brand new 2017 *** ******** back in 2016. I was happy with the vehicle and everything was going great until April 11, 2023 when on my way home from work, the car engine died on me while coasting down from patullo bridge in surrey. On pulling over to the shoulder, I saw a trail oil on the path i came from and the car just refused to even crank. Since the dealership was closed at the time it happened, we got the car towed to the dealership next day for the reps to have a look. On inspection they realized that it was due to the known engine cease-failure whose lawsuit has just been settled last year for engine replacement. The reps got on to the car right away to get the engine changed, we had some parts replaced which the service advisor advised us to with the new engine. We got the car on Wed May 3rd, 2023 and noticed visible scratches on the hood of the car and front right of the bumper which was reported to Jeremy right away and he promised to get them repaired sometime in the future along with a missing plastic piece from gear selector base. while I was on my way to work, the check engine light was on just 30 mins after picking up the car. I went back while missing work and got it fixed as I was told the car needed a software update. Again yesterday, the check engine light came back on again and I was advised to bring the car in, but I cannot miss my work anymore so the rep said they will come pick the car up, but nobody showed up and I haven't heard from anyone yet. I am really frustrated with the car now to a point where I don't want this car anymore. Firstly the engine issue and the way issues keep arising since engine fix is not what is expected from Kia. Secondly, the dealership can do way better in dealing with this known issue than they are doing right now keeping in mind the service they have given me all these years. Thirdly, the clean car was returned to me in a very dirty state.

  Business Response

  Date: 05/05/2023

  Mr. *****,
  
  We have been going back and forth with you today in regards to the issues you have had. We replaced the engine under warranty and while we were in the process of doing this we went over other maintenance items that needed to be done at your cost in which you agreed to and understood that these would be charged to you. After receiving your vehicle the check engine light came on again so we offered a loaner vehicle free of charge while we looked further into what may be causing it to come on. After this all happened was when you were not happy with the charges you paid for the maintenance that you agreed to have done at your cost so we met in the middle with you and covered all labor costs.  You also mentioned we scratched your vehicle which is in an area that no one worked on so this indeed was not caused by us, however we have agreed to try to buff them out for you at no additional cost.
  
  Please let us know how we can fix this situation for you, if it is at all possible, we would like to complete it in one visit rather than multiple times.
  
  

• Initial Complaint

  Date:23/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did not think that all the cars showed and driven (*** **** **** ** Premium and the e-Golf) were all Certified Pre-Owned Vehicles, so I was not confused and as explained before, this was corroborated by the sales person a couple of times during the sales process. This was brought up constantly during the initial view of the ****, I just don't understand why would you think that I could confuse something that was stated by the Sales person, corroborated by myself on your website, and then, corroborated again by your sales person when I showed him the website.

  Unfortunately, I think the problem here is that the sales department does not know what they are selling or what they have in stock, on the initial talk with the sales person I saw him going into your website on his phone to check which Hybrids/PHEVs/Electrics they had and they rely on the website as much as the people that browse a car on the web like me. While the sales person was mentioning all the features that the car had, he was reading them from the car's ad. This is how much they rely on the website. The sales person even mentioned that he was surprise of how come the car was still in the lot after 2 weeks as these cars were so on demand that they were not able to keep them for long.

  If the images that I have are from June 2022 when the vehicle was sold as a certified Pre-Owned and the Dealership just admitted in writing that the website updates the VIN information automatically, I am very surprised that all of the other information was updated properly, like the kms for example, which shows a difference of 30 kms from when I bought the car, which means that someone had to update the website to reflect accurate information manually. Based on the fact that the sign that says Kia Certified Pre-Owned is not part of the original image, that means that this was manually entered as well. Please review the screenshot attached.

  I would still like to have the contract void and a FULL REFUND on ALL my purchase, including the 500 CAD that I left for a pre-order on a new *** **** **** as I do not want to have any more business with Kia West after all this.
  

  
  
  
  Sincerely,
  
  
  
  ****** ******

  e rest of the car to which I expressed my concern and was told that it was a "touch up for minor damage", which was not visible until the paint on the car was polished and treated as part of the 3 way protection. I complaint about the situation and asked for an exchange on the car as I was not sure about the real damage behind this "minor damage". that was not communicated to me or reported in the ******. Since the car was Kia Certified Pre-Owned the Dealership should offer a replacement under their 30-day/2,000 km exchange privilege which is now denied because I did not sign the paperwork that says that it was a Certified car and the Dealership says now that it never was! I have been in touch with the Sales Manager, the VP of Group Sales and the Customer Service Manager explaining that the car was misrepresented and under legal warranty I am entitled for a refund of the car with no resolution after more than 1 month. This has been the worst sales experience I had since I moved to Canada

  Business Response

  Date: 23/03/2023

  Hi,

  ****** purchased a Pre Owned 2020 *** **** **** from our dealership on Feb. 11th, 2023

  Upon picking up the vehicle after applying the protection package they noticed a color variance on one of the doors compared to the rest of the vehicle. With every Pre Owned vehicle we sell, we perform safety inspection and recondition if required. There were minor blemishes on the door which we had the door painted. This is normal practice on minor cosmetic items to have the cars cleaned and reconditioned.

  We did offer our clients to have the door repainted and have the color matched to the best of our ability, however they declined that offer.

  At the time of purchase the customers were considering a couple pre owned options, one being a 2018 *** ****** ****** which was a Certified Pre Owned Vehicle. The vehicle they chose and purchased was not a Certified Pre Owned Vehicle. Had this been a Certified Pre Owned vehicle, the CPO Registration including the CPO Benefits would be applicable to the customer and copies of the same would be signed by the customer and would receive a copy.

  As attached by ****** you can see the email correspondence between us, we have offered our assistance in ensuring we get the door paint to match.

   

  Regards,

  Business Response

  Date: 24/03/2023

  Hello,

  We understand the frustration this causes, are would never misrepresent a vehicle, while the customer was here they were looking at  a few other vehicles that were cpo units, it is possible he thought they were all cpo's? 

   

  The images the customer is showing are from June 2022, when the vehicle was cpo'd and bought and then returned to our dealer (traded back in). Unfortunately when it was traded back in the trade in is "vindicated" and any previous information we have had on the VIN will get pulled to our website. 

   

  We have the files with the date stamp we can share if requested.

   

  Business Response

  Date: 27/03/2023

  Hello,

  Yes those pictures are from the previous time we sold the vehicle, we have no reason to create that story. These pictures were pulled when this vehicle reentered our system, the mileage is updated as the trade is stocked back in our system, with the new stock number etc. and since pictures were available under this vin they were pulled immediately to the website. Again, we have no reason to create a story, it wastes your time and our time and clearly causes issues. This was not a certified pre owned vehicle as it is not stated on any of the paperwork etc.

  The truck behind the vehicle in the photos you are sharing has not been here for several months, that's originally how we realized they were old photos, because we do not have that truck. 

   

  Again, we respect your business and have been doing this long enough we would not gain any value by tricking people into buying fake cpo's.  We are more than happy to have the paint looked at and matched as we have promised we would do. We want to earn and gain your business and we do not try doing that by lying to our customers. 

   

  Complaint: ********

  
  I am rejecting this response because:
  I did not think that all the cars showed and driven (*** **** **** ** Premium and the e-Golf) were all Certified Pre-Owned Vehicles, so I was not confused and as explained before, this was corroborated by the sales person a couple of times during the sales process. This was brought up constantly during the initial view of the ****, I just don't understand why would you think that I could confuse something that was stated by the Sales person, corroborated by myself on your website, and then, corroborated again by your sales person when I showed him the website.
  Unfortunately, I think the problem here is that the sales department does not know what they are selling or what they have in stock, on the initial talk with the sales person I saw him going into your website on his phone to check which Hybrids/PHEVs/Electrics they had and they rely on the website as much as the people that browse a car on the web like me. While the sales person was mentioning all the features that the car had, he was reading them from the car's ad. This is how much they rely on the website. The sales person even mentioned that he was surprise of how come the car was still in the lot after 2 weeks as these cars were so on demand that they were not able to keep them for long.
  If the images that I have are from June 2022 when the vehicle was sold as a certified Pre-Owned and the Dealership just admitted in writing that the website updates the VIN information automatically, I am very surprised that all of the other information was updated properly, like the kms for example, which shows a difference of 30 kms from when I bought the car, which means that someone had to update the website to reflect accurate information manually. Based on the fact that the sign that says Kia Certified Pre-Owned is not part of the original image, that means that this was manually entered as well. Please review the screenshot attached.
  I would still like to have the contract void and a FULL REFUND on ALL my purchase, including the 500 CAD that I left for a pre-order on a new *** **** **** as I do not want to have any more business with Kia West after all this.
  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 28/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I understand if this is a waste of your time but to me it is a waste of my time and my money as I am paying (with interest) for a car that I don’t want due to all the different surprises that have come with it after the non-disclosed “touch up” came up.
  Clearly, I am not making my point across, I am aware and agree that the pictures were not taking even near the time of my purchase. As I said before, the car was advertised as a Certified Pre-Owned vehicle on the website, your sales representative said that several times during the test drive and the negotiations, confirmed by me after looking at your website and then confirmed again when we arrived at the location and showed it to the sales person, he even said, yes, that is the car when I showed it to him. I work in IT so believe me, I know how a website works and these was clearly a mistake on your part, if someone updated the milage, and obtained a new stock number and all as you mentioned was done manually, the clearly visible Certified Pre-Owned sign would of have been updated as well manually, which means that this information is entered as a check box on your system or something else and this was not done, this website has an embedded header that sends/reads requests and obtains the information based on a database that YOU should be maintaining and keeping updated with REAL information. If your salesperson and the rest of the people that I talked to during the sales process represented the vehicle with that information on hand even in your system, you can clearly see that I was misled to believe that this car was covered under it, after the door damage came up and after waiting for about 1 month, I asked about why 30 day / 2000 kms this was not offered and then, it was brought up, the Customer Service Manager offered to exchange the car 5 days after I purchased it, because the car was still on the website, not marked as sold and with the Certified Pre-Owned sign and he relied on the information there too. After I declined to have it exchange and have my money back, I was asked to come on another day and that option was removed from the table and the website advertisement as well.
  
  Unfortunately, I was not aware that I should have demanded to have a specific piece of paper stating this information as it was explained and confirmed several times and I would imagine their Sales representative and all the people involved would know what they are doing and know which papers need to be signed for the things that YOU as the dealership is offering/promising. I was even offered a copy and review of the ****** (which was not given at the end) when signing the contract with finance person since the sales representative did not even showed this to me, he just stated that it was clear and no major accidents were reported other than the windshield (which again, he saw on the website by clicking on the ****** link), the process itself was rushed after we agree to buy the car and we left the dealership after 8 pm well outside of business hours and with the car.
  I would still like to have the contract void and a FULL REFUND on ALL my purchase, including the 500 CAD that I left for a pre-order on a new *** **** **** as I do not want to have any more business with Kia West after all this.
  “We want to earn and gain your business and we do not try doing that by lying to our customers. “ then, why do I feel ripped off?

   

  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 28/03/2023

  We can provide you with the ****** that was signed by you at the time of purchase.  Our customer service manager would not be able to authorize a vehicle exchange. 

   

  We are not sure why you now feel ripped off? 1 door is not matching the rest, we are happy to have the paint matched. This is a great vehicle you purchased. 

   

   

  I understand if this is a waste of your time but to me it is a waste of my time and my money as I am paying (with interest) for a car that I don’t want due to all the different surprises that have come with it after the non-disclosed “touch up” came up.
  Clearly, I am not making my point across, I am aware and agree that the pictures were not taking even near the time of my purchase. As I said before, the car was advertised as a Certified Pre-Owned vehicle on the website, your sales representative said that several times during the test drive and the negotiations, confirmed by me after looking at your website and then confirmed again when we arrived at the location and showed it to the sales person, he even said, yes, that is the car when I showed it to him. I work in IT so believe me, I know how a website works and these was clearly a mistake on your part, if someone updated the milage, and obtained a new stock number and all as you mentioned was done manually, the clearly visible Certified Pre-Owned sign would of have been updated as well manually, which means that this information is entered as a check box on your system or something else and this was not done, this website has an embedded header that sends/reads requests and obtains the information based on a database that YOU should be maintaining and keeping updated with REAL information. If your salesperson and the rest of the people that I talked to during the sales process represented the vehicle with that information on hand even in your system, you can clearly see that I was misled to believe that this car was covered under it, after the door damage came up and after waiting for about 1 month, I asked about why 30 day / 2000 kms this was not offered and then, it was brought up, the Customer Service Manager offered to exchange the car 5 days after I purchased it, because the car was still on the website, not marked as sold and with the Certified Pre-Owned sign and he relied on the information there too. After I declined to have it exchange and have my money back, I was asked to come on another day and that option was removed from the table and the website advertisement as well.
  
  Unfortunately, I was not aware that I should have demanded to have a specific piece of paper stating this information as it was explained and confirmed several times and I would imagine their Sales representative and all the people involved would know what they are doing and know which papers need to be signed for the things that YOU as the dealership is offering/promising. I was even offered a copy and review of the ****** (which was not given at the end) when signing the contract with finance person since the sales representative did not even showed this to me, he just stated that it was clear and no major accidents were reported other than the windshield (which again, he saw on the website by clicking on the ****** link), the process itself was rushed after we agree to buy the car and we left the dealership after 8 pm well outside of business hours and with the car.
  I would still like to have the contract void and a FULL REFUND on ALL my purchase, including the 500 CAD that I left for a pre-order on a new *** **** **** as I do not want to have any more business with Kia West after all this.
  “We want to earn and gain your business and we do not try doing that by lying to our customers. “ then, why do I feel ripped off?Tell us why here...

  Customer Answer

  Date: 28/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Since I noticed that if I provide a lot of information your answers get shorter and not addressing all the questions, I will try to simplify this for you.
  
  ·      ****** was signed right before signing the Finance agreement because the salesperson forgot to show that to us, even your finance guy was surprised this was not done (I never said we did not sign or ask for evidence of this).
  ·      I am not sure why your customer service manager suggested for me to have a brand-New Kia Seltos when I said I did not want the car after getting the treatment done.
  ·      I feel ripped off, because I was told I was buying a car that did not have any “touch ups” after confirming with the salesperson all the cosmetic damage that the car had and this “touch up” was not mentioned once and to be honest, I would still be in the unknown if it wasn’t for the treatment that you offered and applied to the car. I have showed you enough evidence that the car was always presented to me as a Certified Pre-Owned.
  ·      It seems that now it is my mistake that I believed in all the evidence and decided to buy the car, even though my first concern was the kms and your salesperson said that I should not be worried since it was covered under the Certified Pre-Owned warranty for the first year and that they had options to extend this coverage. 

  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 29/03/2023

  Thank you,

  The vehicle was never cpo'd when it returned to our inventory, we decided with the mileage it has we will not cpo the unit. There is a regular safety inspection and then a seperate cpo inspection. No cpo insepction was done, because this was not slotted for cpo status.

   

  All of our cpo units are tagged in our system, allowing our business office to sell it as such. We don't leave it to chance. This was not tagged, therefore no paper work would have been offered or completed as a cpo vehicle in the deal. 

  Customer Answer

  Date: 29/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I want to seek clarification from the Dealership on this:

  
  - The screenshot took by me of the website ad was done on February 11th, 2023
  - Per the Dealership’s reply on March 24th 2023. “The images the customer is showing are from June 2022, when the vehicle was cpo'd and bought and then returned to our dealer (traded back in). Unfortunately when it was traded back in the trade in is "vindicated" and any previous information we have had on the VIN will get pulled to our website.“
  - To clarify, the pictures are old (June 2022) but, the information on the ad was updated “manually” to reflect the actual milage and new #stock number.
  - The Certified Pre-Owned sign is not part of the picture, is a completely different element that was left “on” the website because the information was “automatically” pulled by the website
  

  Are we on the same page about this?

  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 29/03/2023

  The vehicle gets traded in. It gets a new stock number, it gets the mileage updated(recorded when it is being traded in)

   

  That is entered into our DMS.(dealer management system) And becomes an available unit with the new stock number and mileage(manually entered) 

   

  Our website pulls from our DMS, with it having pictures from this VIN(in the history) is automatically attached them to the unit. (the system does account that this has been traded back in, has a new stock number, different mileage and automatically puts pictures it has already for this same VIN).

   

   

   

  Customer Answer

  Date: 31/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I find it hard to believe that you claim to be a respected and professional dealership with many years of experience, you are still failing to put yourself in the customer’s shoes. We went to the dealership and trusted in your reputation and sales representative to show us a car that would fit our needs and we took for granted that all the information that was shared with us at all times was true, that indeed the car that was sold to us as a Certified Pre-Owned vehicle with no major damage (at least not reported to **** or for more than 2000 cad) was indeed that. As I explained in person to Sale Managers and Customer Service at the dealership, we did not buy some random cheap car at a random dealership and we were really happy to the car, you can ask your sales rep for the pictures that he took when we were about to drove home on February 11th, unfortunately, everything changed when the dealership suggested the color of 1 door not matching the rest of the car was not a big deal.
  
  Unfortunately, a couple of weeks back, a rock hit our windshield while driving on the highway and we had to put a claim with **** to have it replaced. When we picked the car at the body shop, after the person showing us the work that was done, I asked if he could tell me in his professional experience if that was done as a “touch up” for a small scratch because that is what the dealership told me when I saw this after a paint treatment that was done to the car. He explained and showed me that both of the doors on the driver’s side were painted and why the result was like that, how more than likely the damage was not small because of the big marks on the fender and quarter panel flares (which were not replaced as part of the “touch up”), how the moulding on both doors seemed to have been replaced and that the more than likely the dent started light on the driver’s door and ended bigger on the back passenger door, explaining why the paint/color blending was more visible in the front than the back. After hearing this, I decided to take it to a nearby body shop and asked for a second opinion, in the same way, the answer was practically the same and they added that this can be more than 2000 cad and that you could not report this to **** so it does not appear in the ******. I would like to invite the dealership to come with me and take the car to a random Authorized **** body shop to have a 3rd party to check the “touch up” that was done since the Dealership has failed to show me pictures of the before and after the “touch up”.
  
  Please let me know how you would like to proceed as I am currently drafting my complaint with the ******* ***** ********* of British Columbia based on my whole experience with this dealership as well as the new information I just shared.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:24/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 2017, I bought a new Kia **** & extended warranty (EW) (****** **) from Kia West. I have had no issues with this vehicle until ****** **. There were never reports from the dealership that the oil was low during the regular oil changes. At ****** **, I found that the oil was very low, down 2-3 litres. I topped up the oil, and too the car to a nearby independent shop. No leaks were noted, so an oil change was completed. At ****** **, I brought it in to the dealer for the next oil change & reported the change in oil consumption. The oil was changed again and oil consumption monitoring was arranged. Over a couple of visits, the oil consumption was determined to be 1 litre per ******. Right at the limit of normal, per the Kia ************** Below that is seen as out of limits. I have continued topping up the oil but am finding that the consumption is accelerating. The check engine light recently came on, and the engine went into limp home mode. I brought the car to the dealership to investigate. They checked the bearing clearances and determined they are fine. They also tested the cylinder compression, and found the wall of cylinder #3 is scored & compression is below spec. I have submitted a claim to the *** and Kia ******* because this car is no longer reliable and has virtually no value on the used car market. My EW claim was denied, because "the problem seems to have occurred after ****** **" but I have evidence showing this problem would have started before ********. A car doesn't suddenly start consuming oil at this rate, it has been happening for a while without my knowledge.I am looking to have Kia West/Kia ****** work with me on a repair of the engine. I should have to buy a new engine for a 5 year old car that isn't even paid off yet. ******** *** *** ****** ******* **********

  Business Response

  Date: 24/02/2023

  Hello,

  We will submit this to Kia ****** for a goodwill warrantty approval. It will be up to Kia ****** to approve the engine repair.

   

  We will update the customer with ***'s response. Most likely Tuesday or Wednesday next week. 

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  Complaint: ********
  
  I am rejecting this response because:

  Kia West did not repair the chipped paints and the Nano Ceramic Coating is not applied as promised, there are debris under the coating and now it is not possible to fix their errors as ************* (Sales Manager) and **** ***************** Manager). My car is now worth less than before.

  They did not do what the email says and made my car look worse than before. I want them to fix this and Appearance Protection to be applied to my warranty. ************ is Nano Cermaic Coating, and I emailed the details of it to ******************* when it was given to me by **************** when the car was purchased, they are just making up things.
  
  Sincerely,
  
  ***********************

  er, general manager and even tried to reach out to owner but was unsuccessful. I am seeking for them to correct this mistake ***** * *** ******* ***** ** **** *****. I have been paying every month for something that is not even on contract. I was also told to pay more if I want to add the paint protection and after few emails, I agreed to it, and they are still not willing to take care of this issue.

  Business Response

  Date: 07/12/2022

  We will reach out to customer, determine if he is able to provide us the emails confirming paint protection was going to be added to the plan. 

  Business Response

  Date: 24/01/2023

  Hello,

   

  We did agree to add ceramic coating at our expense, instead of the appearance package. We applied the ceramic coating. 

  There was no agreement to paint any chips. If we can kindly get photos of the paint chips we will look to see what the cost would look like and possibly split with the customer.

  We have been done what we have said we would do this far,  we want customers to be happy and return to us for business. 

  Customer Answer

  Date: 27/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  please check attached email received from ******************* explaining the 3 steps prior taking my car for 2nd treatment, and please also check attached photos and see if Kia West really did what it was promised and what I had paid them for, there is smudge on windshield now and makes it really hard to see when it rains in the dark, I have more photos and will attach them with next messages.

   

  
  *******************;<*********************************************************************;
  *********************************
  **** *** *** **** ** ***** **
  **** ******* ****** 
  
  *** ******* ******* ******* ** **** * ******* ****** ***** ***** ** *** *** ***** ********** *** **** ** *** *** ** ** **** ** ******* ** * ************* ******** ***************** ** * ***** ** ********* *** **** ********** ** ******* ******** ** *** ***** *** **** ***** **** ********** ** *** **** ***** 
  
  ** **** * ****** *********** ******* *** *** ******* ******** 
  
  ** **** **** **** ** *** ******** ** *** ******* 
  ** ** **** ** **** *** *** *** ****** *** *** ** **** **** **** ** *** *** ************* **** *** ** *** ****** 
  ******* *** **** ********** *** *** **** *** ** ******
  
  * **** **** **** **** **** *** **** **** ******* **** ** ******* ******* ** ***** ** *** *** ** **** **** ** *** ** **** ** *** *** ***** ********** ** *** ********** ********** ************* ** **** ***** **** ** ***** ** *** ******** ******* **** ***** ** ** ************ ****** ** *** ****** *** ***** ***** ** **** ** **** **** **** ***** *** ***** ** *** ****** *** ***** ******* **** **** ** ** ****** *** *** ****** *** ***** **** *** ***** ********** **** **** *** ************ *** ****** ** *** ******** **** ** ******* ****** 
  
  **** * *** ** ** **** **** ** *** ******* ******* *** *** *** ************* ** *** ***** ***** **** *** ***** **** ** **** ** *** *** ***** ********** ** *** ******** *** *** ***** ****** *** ******** **** *** **** *** ******* ****** *** *** ****** **** *** ***** *********** ** ********* **** ******* * ****** ******* ***** *** **** ** **** ***** ******** 
  
  *** ** **** *** *** ***** **** ** **** ******** 
  
  **** ********
  
  **** ******** *******
  
  --
  *******************; 
  ******* ***** *******
  
  ******* **************
  **** ************ ********* ** *** ***
  
  

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:15/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is a total lie by Kia west…they are one of the biggest companies in the tri cities, *** **** ***** ***** ************** 
  
  
  
  Sincerely,
  
  
  ***** *********

  Business Response

  Date: 28/11/2022

  ****l had come in a couple of times for service, mentioned his light was out, we replaced the headlight, confirmed it was working. He came back October 28th. saying his headlight was out again, the bulb was good, the connection we repaired.
  
  
  We did not charge him for the second visit for the light bulb.
  
  
  We did our follow up.(he mentioned how great his advisor was) 
  
  
  He  has never contacted us, or informed us of any further issues after his return visit. 

   

  When called to discuss the matter in service, he was quick to say he does not have car any longer and that he sold it and has a new one. 

   

  We have no problem refunding him for the headlight bulb of $47.77 if that helps with this matter. 

   

  Let us know how we can proceed. 

   

  Business Response

  Date: 19/01/2023

  *****,

  
  

  We want to know how to proceed to make this right for you. We value you as a customer and want to repair this relationship with you.  Would you like us to refund you for the fees paid in Service or a service credit for the full amount?  Please let us know as we want to make sure you are happy.

  
  

  *************************

  -General Manager

• Initial Complaint

  Date:01/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 22, 2022 made a deposit of $1000 for a preorder of a vehicle. Over the phone (text), dealer claimed that it will be FULLY REFUNDABLE at any time. On Aug 30, decided to cancel the order. Requested the refund - to which they stopped replying to my text.

  Business Response

  Date: 12/09/2022

  Hi there, our records show that this deposit was refunded September 1st the day after requested. Usually it takes 24 hrs to show up on certain cards. This matter has already been resolved. Our deposits are 100% refundable.