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:02/29/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 *** ****** had an electrical failure. I had it towed by AAA to Horne Kia for a diagnostic and repair. I left my key fab in the cup holder for them. When I called they told me that my car was fine and the failure was due to an after market alarm that was installed. I am the original owner and I never had an after market alarm installed. When I tried to explain that the service manager, ****** blocked my number. I had to call from work to get him on the phone. He told me to take my car back to where I bought it from!! When I picked up my car my key fab was missing. They denied losing it. I contacted *** corporate which proved useless. They were rude and strung me along for a month stating they would help resolve this issue. During that time I contacted the dealership that I purchased my car from. They had no idea what I was talking about when I asked if an after market alarm had been installed. I also took my car to a local mechanic who verified that I had the original alarm that came with the car. Horne not only lied about the diagnostic but they lost my key fab and refused to replace it. My daughter placed several calls to the dealership requesting to speak with ****, the ** and he never returned a call. I want a replacement of my key fab they lost and a refund on the bogus diagnostic

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On November 16th 2023 at 9:00pm I was watching the Tosh.0 show on the Tosh.0 channel of the ******** online streaming service when I saw a commercial for a local car dealership (Horne Kia). The advertisement stated I can buy Any New *** for just $5 a day. This price seamed like a good deal so I did the math.$5 x 365 days = $1,825 per year Typically car terms are 5-7 years 5 years $9,125 - 7 years $12,775 This sounded like a great deal but I was skeptical because most car commercials have small text at the bottom with the qualifying terms of the deal or a fast talking person at the end. I got my phone ready to take a video so I could listen to the fast talk or read the small text. The commercial came back on at 9:20pm and I recorded the screen. To my surprise not small text or fast talk was in the commercial.The next day I felt compelled to rush to the dealership to take advantage of the deal. When I got there I was not greeted buy a sales person or anyone so I started looking at cars and signage explaining the deal I saw on tv the night before. No signs or flyers were available. I found a couple EV cars I liked so I found a sales person (*****) who showed me a couple cars and informed me they dont have the **** EV9 on site yet but It can be ordered (emphasizing on the long wait time)I felt pressure to act now on the deal so I picked one of the cars on-site to test drive. The car was good and I new my wife would love it so I said I would take the white one on the show room floor. He said awesome how would you like to finance it to which I replied I would like to take advantage of the $5 a day deal he told me cool but I dont know how that works and proceeded to get his manager. The manager came over (I dont recall his name) I told him I wanted the car for the $5 a day he said I would need $30,000 down and a trade in to get that deal and it only applies to specific VINs. I said that was not stated in the commercial. The manager then began to explain how sometimes ads are used to get people to the store then are given other options. He got his phone out and said this is the truth and showed me the car on the company website. The payment was over $1000 per month. I said thats fraud and illegal . He then said he would go talk to the boss leaving me with ***** for 30+min. The manager started talking to other customers making deals. I asked ***** what was going on and he informed me he was told to let it go. Irritated I was being blown off I found the manager and asked what is going on. He said we cant do that deal. I asked him to get his boss so I can understand the situation better.The Boss came out and I told him the situation to which he said that was an old at and they cant do that deal. I explained I saw it on tv the night before and I even recorded it. I asked if I could talk to the owner or the General Manager. He said they are not here. I asked for a number or card he said they dont have any. I then asked if I would talk to the HR person or get in touch with the legal department to see if the advertisement was legitimate. He then said if you are threatening to *** you need to leave. I said are you serious!? You are kicking me off the property? He said Yes and I said Ok have a good day then left the property.I have since proposed the situation to the *** and the AGs office.

  Business Response

  Date: 01/30/2024

  JANUARY 30, 2024
  
  HORNE KIA
  1465 ****************
  Gilbert, ** 85297
  
  RE: CIC 23-015826 / *********************************
  
  To whom it may concern,

  
  Horne KIA produces advertisements approved by the manufacturer and compliant with the laws of the ****************.
  Complainant references an approved advertisement in which a consumer may purchase a vehicle at Horne KIA for $5.00 (five dollars) a day
  on approved credit with consideration of the cost of the vehicle and down payment required to reach the desired monthly payment.
  Comes now Complainant with unfounded basis for remedy.
  

  Sincerely,
  
  *************************
  Horne Kia
  
  

  Customer Answer

  Date: 02/06/2024

  I'm contesting the business's response based on the violation of the ******* Act, specifically the false advertising clause. None of the details mentioned in Horne Kia's reply were part of the advertised offer. Furthermore, during my visit, I was informed that the promotion wasn't targeted at me due to my income level. This deliberate exclusion of information by Horne Kia aims to mislead consumers. I request that Horne Kia honor the terms of the advertised deal and sell me the vehicle as promoted. I have copies of the advertisement available for review, and I can provide a link since I can't upload them through this email.
  

  
  

  Business Response

  Date: 02/07/2024

  To whom it may concern,

  We will be more than happy to honor the advertisement in question.

  Please schedule an appointment with ******************* at ***************************************

  Sincerely,

  Horne KIA

  Customer Answer

  Date: 02/14/2024

  I contacted **** as stipulated in your response. **** was not aware of our conversations and was not willing to make a deal based on the terms of the advertisement.. I would be willing to accept your offer of honouring the advertisement, but I need to have communication available with an individual who knows and understands the situation. 

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Ok so where do I start with this vehicle that was sold to me! I came in to the dealer interested at looking into a used Kia ******* on 6/1/22. The sales *********************************** sold me on the used 2015 ******* on the lot, **** expressed to me how great of a vehicle this was going to be and how it would be so reliable and safe for my 3 children and would provide me with many years of trouble free service. Needless to say I purchased the vehicle and the issues began immediately! When I went to leave the dealer I noticed the A/C was not blowing cold, I went in and grabbed **** and he told me that for the A/C to work the car needed airflow and had to be driven. This sounded odd me to but I went with it as I didn't know any better. Needless to say driving the car did not make the A/C cold. 4 days after purchase (6/5/22) I noticed the transmission was shifting really hard. I contacted **** and he told me to bring it on in to have it looked at, unknown to me I showed up for my appointment and **** had not booked me in for the service department to have the problem inspected but he had rather made an "appointment" with himself, the service department told me they had no availability and could not look at the car. **** proceeded to tell me that these are performance cars and a hard shift is normal. The following week around 6/18/22 I was backing out of a parking spot and when I placed the car into "D" it did nothing and went no where. I called the dealer and basically got told to kick rocks cause I was outside of my "15 day window so it's as-is" if you ask me this feels like I was purposely delayed till the vehicle was no longer in it's return window of 15 days or 500 miles. I bit the bullet and had the transmission replaced, less than 4 weeks later it went out again! The car is on its 3rd transmission now and we began to have engine issues, took the car into a local shop I trust and they found the head gasket is blown and found evidence of head gasket sealer in the coolant!

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Date of Purchase: 11/04/2023 2018 Chevrolet Camaro,Stability track light on 11/07/2023 took it back to Kia ********************** and *********************** sat in the car and returned the car to me 10 minutes later without having it check by the service center. 11/14/2023 Contacted **** to tell him about overheating issue, gave me the run around all day, his manager **** called me I told him the camaro was overheating and I was stranded on the side of the road. Then manager **** told me figure out how to get the Camaro to Kia ********************** because they did not provide tow truck service. I tried calling ****, he blocked my phone as I was immediately redirected to his voicemail. I returned the car to Kia ********************** for service from 11/14/2023 - 11/22/2023 for overheating issue. ***************************** and ***** both stated that the camaros coolant system had been inspected and they performed maintenance by flushing the coolant system which is not stated in the receipt.The coolant system was obviously not inspected because 8 days later I am having the same issue. ***************************** and Manager ***** both stated they would have the coolant system inspected.The camaro was at the service center 11/14/2023 - 11/22/2023 which ***************************** from the ************** stated they did not find any issues with the camaro other than low coolant. ***** got on the phone and stated that the car had a 90 warranty for what they had check out which was the coolant system and the issue with the camaro overheating. However on 11/30/2023 I am filling the coolant reservoirs. I was told by ***************************** and by ***** the coolant system was inspected obviously that is not true. I was also told by *********************** the camaro was inspected thoroughly before I purchased it obviously this is not true either. The issue with the camaro is within the 15 day grace ********** I want is for the car I purchased in full to be fixed correctly.I have attached the receipt and my statement because there is not enough room to state all the unprofessionalism.

  Business Response

  Date: 12/06/2023

  To whom it may concern,

  Horne KIA is compliant with the laws in the **************** regarding the sale and repair of pre-owned vehicles.  

  Complainant should schedule an appointment with the service department as soon as possible to address any

  repairs related to the State implied warranty for drivability (15 days or 500 miles).

  Sincerely,

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

  Horne KIA

  Customer Answer

  Date: 12/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:10/11/2023

  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.

  My car insurance went up **** per yr due to the high theft of the Kia ***** which *** is well aware of but doing nothing to help the drivers of these vehicle. *** is responsible for this issue since the design of the vehicle is flawed.

  Business Response

  Date: 10/12/2023

  To Whom it may concern

  The issue regarding auto insurance is between the consumer and his/her insurance company and KIA ********************** OF *******.  Horne KIA is not a party to this complaint.

  Most Sincerely

   

  Horne KIA

• Initial Complaint

  Date:09/25/2023

  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.

  We purchased a 2018 ****** Versa from this dealership in July 2022. Although they didn't offer a warranty, they assured us they had thoroughly inspected the vehicle and it passed on all counts. Three days after we bought it a "check engine" light came on. We took it back to the dealer and they refused to fix it or even examine it. We couldn't afford to fix it right away but we finally had to do something so it would pass the annual emissions test. That's when we found out that it had a faulty fuel pump, which cost us over $1,000 to replace. They have refused to reimburse us or otherwise take any responsibility even though the mechanic who fixed it said they had to know it was faulty when they sold us the car. Repeated requests for a refund or reimbursement have gone unanswered.

  Business Response

  Date: 10/03/2023

  To whom it may concern,

  Horne KIA has no record of the Complainant's request for assistance after the sale. 

  Horne KIA is indemnified from liability as the Complainant used a mechanic other than Horne KIA for said repairs.

  It has been over a year since Complainant purchased the vehicle from Horne KIA.  Comes now Complainant for compensation with unfounded basis.

   Sincerely,

  Horne KIA

• Initial Complaint

  Date:05/11/2023

  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.

  I purchased a brand new Kia Sorento in February 2022. In the 15 months I have owned the vehicle,I have had to have the rotors resurfaced 5 times and the rotors replaced. I was told by multiple Horne Kia employees (most recently *******) that the 2022 Sorento has a KNOWN issue with the rotors getting warped quickly. I have had to take my vehicle in over 6 times for this specific issue alone, not counting the MANY other issues I had. I bought this car brand new so I had something reliable for my newborn baby. Each time I have taken it in, I have been without my vehicle for days at a time, just recently this week. I took my car in on the 8th, and was finally able to pick it up on the 10th after 4pm. It is extremely inconvenient to be without a car with a baby and a loaner was not offered. It is also a 40 min drive one way to the dealership. Up until now, the cost to repair or replace the rotors has been covered, but I am now being told in the future they will not. I do not understand how a vehicle can have a known issue, a safety issue, and it not be continually covered. I have had to bring it in every couple months to get fixed. I am already wasting my time, gas, taking off work and being without a car and now they want me to pay in the future for the known issue. The issue will happen again, just like it has 6 other times, but why should I be responsible? I was sold a vehicle that has a defect, and I am continually inconvenienced and out money. I have had other MAJOR issues with this company and sales rep Jennie texting me from her personal phone being extremely unprofessional. So unprofessional the VP of sales contacted me, came and picked up my car to fix the issue and promised me things to make up for it, and now he no longer works there and no one else can help. They can pull the records to see how many times I have had to bring my car in for issues, even just a couple months after purchasing it. I added a timeline of events and screen shots.

  Business Response

  Date: 05/19/2023

  Complainant ****** ***** aka ****** ********** comes now by way of BBB complaint demanding "lifetime" rotors for her vehicle.  

  The Horne KIA Service Department assisted the customer above and beyond with re-surfacing and replacement of rotors for her 2022 KIA Sorento despite extreme wear to the equipment attributed to driver's behavior.

  Rotors are a wearable item and therefore cannot be warrantied for life as Complainant demands.  

  Complainant's demand is therefore unreasonable, and the BBB complaint is unfounded.

  KIA MOTORS CONSUMER AFFAIRS is available to discuss the issue with Complainant and can be reached by telephone at 1-800-333-4542.

   

  Customer Answer

  Date: 05/19/2023

  I do not accept. Multiple employees, some who have quit and some that still work there, have admitted the rotor issues are a known issue with the 2022 Sorento. The amount of times they have had to be fixed or replaced is insane. The first time was LESS THAN TWO MONTHS. After it was purchased brand new. The vehicle has 25k miles and has had the rotors replaced or resurfaced 6+ times in 15 months of owning it. Terrible business practices. 

• Initial Complaint

  Date:04/10/2023

  Type:Sales and Advertising 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.

  I recently purchased a used car from Horne Kia in Gilbert ******* on 3/25/23.At the time, the salesman (*******************) told me that the "Dealer accessories package" added to the cost were non-negotiable and came with the car so I HAD TO accept them. The cost of these add-ons came to $1,497. ($299 protection plan, $299 theft protection, $899 SmartSheild). He also mentioned ************* which I told him I don't want either.Four hours later when I got to the finance guy (***********************) I signed a pile of printed out documents. However, for the 3 "Dealer accessories package" documents, he instead brought out an ipad to sign. It only displayed what it was for with no details. He also tried to add ************* back in by sliding me three sheets of paper stacked, only showing the signature line. I had to look to see he added $990 ************* back in. I had him remove this.The next day after the deal was done, I received the actual 3 print-outs for the ipad parts I signed. On each print out it was clearly stated YOU UNDERSTAND THAT THE PURCHASE OF THIS SERVICE CONTRACT IS OPTIONAL, IS NOT REQUIRED IN ORDER TO OBTAIN FINANCING OR TO PURCHASE OR LEASE THIS VEHICLE. They hid this information from me. I would like these canceled, and my $1497 refunded to me.Thank you.

  Business Response

  Date: 04/17/2023

  To whom it may concern,
  
  Horne KIA is a franchised dealer in good standing and abides by all state and federal laws including those regarding discrimination.
  
  Horne KIAs management staff is more than happy to meet and review all paperwork with the consumer face-to-face to make sure there is no misunderstandings.
  
  An appointment to meet can be scheduled via email at **********************************.
  
  Sincerely,
  
  *************************
  Horne KIA

  Customer Answer

  Date: 04/20/2023

   I emailed them. I did not hear back from them.

  Business Response

  Date: 04/21/2023

  Horne KIA is a franchised dealer in good standing and abides by all state and federal laws including those regarding discrimination and fraud.
  
  Complainant has failed to come in or schedule an appointment to thoroughly go through ones paperwork together with the management staff.
  
  Horne KIAs management staff is more than happy to meet and review all paperwork with the consumer face-to-face to make sure there is no misunderstandings.
  
  If the customer would like to cancel any of the insurance products purchased by choice at time of purchase, one would need to come into the dealership to do so.
  
  An appointment to meet can be scheduled via email at **********************************.
  
  Sincerely,
  
  *************************
  Horne Kia
  ************
  **********************************
  

• Initial Complaint

  Date:03/21/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  According to my calculations Horne Kia overcharged me $801 for a vehicle I purchased on December 17, 2022. I contacted 6 people at Horne Kia. Each person referred me to another member of the sales or finance team. I kept going back and forth between sales and finance with no resolution. I've attached the retail purchase agreement from finance. I've attached a proposal that was emailed to me by my salesperson. I've attached a spreadsheet which lists the **** and all the add-on's to the vehicle which I obtained from the retail purchase agreement and the proposal. Some of the add-on's were listed on both documents. The spreadsheet contains all the add-on's with no duplicates. Per my calculations the cash price of the vehicle should be $18,543 not $19,344. I'm requesting a refund of $801 credited back to my loan with Desert *********************** I do not see an add-on listed on either document that warrants an additional charge of $801.

  Business Response

  Date: 03/24/2023

  ********,

   

  We would be more than happy to correct any issues you may have with your paperwork from your transaction. When are you available to come to the dealership to review your paperwork with us so we can further assist you?

   

  Sincerely,

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

  General Sales Manager

  Customer Answer

  Date: 03/27/2023

  Better Business Bureau:
  
  I've reviewed the response made by ************************;in reference to complaint ID ********. Can you please send ***** the message below? Once I make an appointment and meet with the correct person who can assist me with my request I'll consider this complaint resolved.

  --------

  *****,

  I can come into the dealership. My goal is to speak with the correct person who can resolve my request. Can you please provide me with the name of the person I will be speaking with, their work schedule and email address so I can make an appointment to come in when they are available?

  Thanks,
  *******************************
  
   

  
  

  Customer Answer

  Date: 04/17/2023

  I've provided copies of the documents that show I should receive a refund of $801. 
  

  I'd prefer a phone call from a person who can resolve my refund request. 

  I don't want to be passed back and forth between representatives from the sales and finance departments like I was before. 

  My phone number is ************. During the phone call we can go over the documents I provided.

  If I need to sign a document I would prefer that Horne Kia email me a copy of the document which I can sign and email back.

  Business Response

  Date: 04/17/2023

  To whom it may concern,
  
  Horne KIA is a franchised dealer in good standing and abides by all state and federal laws including those regarding discrimination.
  
  Horne KIAs management staff is more than happy to meet and review all paperwork with the consumer face-to-face to make sure there is no misunderstandings.
  
  An appointment to meet can be scheduled via email at **********************************.
  
  Sincerely,
  
  *************************
  Horne KIA

  Customer Answer

  Date: 04/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:03/20/2023

  Type:Sales and Advertising 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.

  On Nov. 29, 2022 my 2017 Kia Sorrento was brought to Horne Kia in Gilbert, AZ for an oil change. There were a few items that needed to be fixed under warranty(engine mounts collapsed, lower control arms). Oil change and warranty items were completed and I received my vehicle back on Dec. 7, 2022. On Dec. 18, 2022 my vehicle died when exiting the freeway and check engine light came one. On Dec. 19, 2022 I had my vehicle towed by my auto insurance to Horne Kia. With very minimal communication and me having to reach out constantly to get updates. Many test were preformed and on January 23, 2023 my vehicle was finally approved for a new engine. My vehicle has been with Horne Kia this entire time. On January 31 the supposed repairs were completed and according to my service advisor, **** *****, everything passed inspection. Upon picking up my vehicle I did notice minor wall damage on the inside back panel of the vehicle. I mentioned this to the service advisor who brushed it off and walked away. I completed a survey based on my experience being less that satisfactory and was called by **** ***** and SVC Mgr, *** where they did not seem to care about my concerns. After some time driving the vehicle and things not sounding right. I wanted a second opinion and another set of eyes to look over the work. On March 8, 2023 I took it to another authorized Kia Dealership where they found many things not completed, bolts missing, nuts not tightened, engine manifold bracket missing, splash guard missing and a destroyed serpentine belt that should have been replaced with the new engine. I have sent several emails to Kia SVC Manager, SVC director and General Manager and have had no response. I am seeking my money back for the repairs as well as time lost from work due to no vehicle or sitting at the dealership. All things i shouldre not have had to do if the work would have been done correct the first time. Not to mention the safety hazard that they placed my family under.

  Business Response

  Date: 03/23/2023

  To whom it may concern,

   

  We apologize for the delay,  as you know it takes time
  to perform due diligence and investigate the allegations.
  
  These are our findings based on your claims and pictures.
  
  This is unfortunate that you took your vehicle for repairs
  to be completed to another mechanic shop other than Horne KIA first. 
  
  Arizona State law indemnifies Horne KIA from all repair
  work, prior and subsequent if not remedied by the original repair facility
  first.
  
  In other words, the claim that Horne KIA should compensate
  for repairs performed by another mechanic shop is made without basis and is
  therefore unfounded since Horne KIA did not have the opportunity to inspect the
  claims before the vehicle was taken to another repair shop.  This action
  creates a new contract in which Horne KIA is not a party.
  
  We hope that this legally clarifies any confusion that you
  may have for future service.

   

  Sincerely,

  Horne KIA

  Customer Answer

  Date: 03/23/2023

  Horne Kia had already failed me once when I took it for an oil changed and a week later it needed a new engine. They had the vehicle for two months which was plenty of time to make sure all work was completely efficiently. It was very large things that were not done. They failed to give us back a vehicle that was safe. We needed another set of eyes to look the vehicle over and make sure it was safe to have my family in. We found that it was VERY UNSAFE. I do not trust Horne Kia would have been honest and said what was wrong. I also should not have to pay for the charges incurred due to their lack of care and due diligence. 

   

  I am not accepting their response and feel they need to repay me. I have no problems taking this to small claims court as well as 3 on your side. It will end up costing them a lot more money in the long run from not only me but loss of business from anyone I know and the negative reviews and publicity they will have on their name.