ComplaintsforKIA of Des Moines

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recieved a notice that my vehicle had a major recall so i brought it into the dealership as instructed. Following the recall updates/my car is not driveable - it has been 6 days and no resolution from *** or decision as to if they will cover the problem they made and how they will address- meanwhile i am a single mom working 3 jobs and am in the process of moving and this is my only means of transport. I happen to have an interlock ignition device installed in my car and the car dealership refuses to work on my vehicle unless i am there with it, they dont want me to leave it there so i have to keep getting it back to them and stay with it - which is not safe at this point to do. They also cannot/will not give me a loaner at this point and are asking me to uninstall the ignition interlock device (more $) if they are deciding to cover the repairs needed. I am not able to afford that right now or to lose what I have done to get my license back in november. I'm completely at a loss as to what to do if i'm not able to keep my jobs do to this issue. My car was perfectly fine before they did this maintenance.

  

  Business response

  04/18/2024

  We are still waiting for *** *****line "next-step" in fixing car.  We are truly sorry you don't qualify for a service loaner or rental due to your current driver's license restrictions.  We have sent everything over to *** corporate that we can to expedite your car car being fixed.

  Customer response

  04/18/2024

   
  Complaint: 21582761
  
  I am rejecting this response because: there is no timeframe for resolution 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  car is currently in shop, they refuse to provide a loaner car or a rental car, even though i have insurance and a license its been in the shop more than 3 times now. its been 3 weeks without a vehicle, i want a loaner car, and for my vehicle to have a new engine because its under warranty.

  

  Business response

  12/18/2023

  We will not be granting a service loaner as the customer had been given one in the past and hit a deer with no insurance in given service loaner.  We are currently waiting for tech-line response in regards to his repairs.

  Customer response

  12/18/2023

   
  Complaint: 21018386
  
  I am rejecting this response because: the car had insurance, and also dealer insurance. You are to provide a vehicle in regards to warranty work. Seems to me you are doing this because the way I went about this.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 10th 2023 was the start of awful ongoing experience with Kia of Des Moines. I have been on the phone several times, I have gotten 4 different diagnosis and still nothing has been done. It's usually a week before I hear from them. One week its something and the next week they call with something different. I have attached a document with all my interactions with Kia of Des Moines.

  

  Business response

  12/04/2023

  As the ** that spoke with the customer, I know for a fact that it was NEVER stated that her warranty would cover any and all engine issues.  We are not the warranty company.  We assist in the claims and then do the work.  The initial claim was denied.  Customer is the one that has to request it be re-opened.  We are now waiting for an inspector from the warranty company.  We will let customer know when that is complete and what their findings are.

  Customer response

  12/07/2023

   
  Complaint: 20946246
  
  I am rejecting this response because: It's not just about getting my car fixed. Its the run around on what is actually wrong, getting 5 different diagnoses. The lack of knowing where my car is or who is working on it. Lack of help if your "rep" is out no one wants to help you and you are expected to wait a week till they return. Texting someone to tell them their car was declined on the warranty plan and just giving a number to call another company, instead to talking to you. Over a 2 month process when you have to wait a week at a time for anything to happen. They are not standing behind their produce and taking advantage of people. 
  
  Sincerely,
  
  *******************

  

  Business response

  12/07/2023

  While we understand the consumers frustration with communication, it does not change the fact that the warranty company has rejected the claim TWO times now.  Our service advisor has offered several options to the consumer.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my ****** toed to them on Monday October 15th to have warranty work done. I got the runaround for a couple days trying to figure out how to get the warranty work started and my car just sat there. According to the service department the vehicle wasn't actually checked in until the 19th. They have repeatedly told me that they are "just getting the car in" for days now. I called them again this morning, Tuesday October 24th and was told yet again that they are "just getting it in." I've been lied to lead on for almost a week now and nothing seems to be getting done. I need my vehicle back or at least a loaner but they have yet to be straight forward with me or even mention a loaner.

  

  Business response

  10/24/2023

  This is not a "warranty" issue.  This is a service contract issue.  Van was purchased at a different dealer.  Van was towed to us, then towed to *****, then re-towed to ** on the 19th.  This is a service contract provider that is not backed by our store so any "loaner" would have to be handled through the dealer he purchased the car through.  It is slated to be diagnosed by weeks end but there are numerous electrical problems, so the "fix" might take some time.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a plug-in hybrid, which I brought to the dealership repair center to inspect a battery problem. Battery is still under warranty. After 4 hours of waiting, one of the service representatives told me they needed to keep the car overnight for tests. I wasn't able to leave my car at the time, and the dealership didn't have a loaner available. They said to return in a few days. That night, I noticed that my headlights no longer worked. The lights had definitely worked before I brought my car in, as I had driven it the night before.When I brought my car back, I pointed out that they must have bumped something that knocked the headlights out while they were working on the car's electrical. The service manager said no, the bulbs must have burnt out on their own. I do not believe that both lightbulbs would, by total coincidence, burn out at the SAME time and on the EXACT day that my car was in the shop. I protested, but they refused to accept responsibility.They kept my car to perform more tests on the battery. They gave me a loaner, but they kept my car for 2 weeks! When I inquired, they kept saying they needed to do more tests. They were not transparent about what was going on. When I finally got my car back, they informed me that the manufacturer did not accept this problem as covered under warranty. The dealership charged me $203.25 for running tests but didn't give me full results to take to the manufacturer.I had to pay $201.65 to repair my headlights. I also saw that my side mirror had been cracked. It was NOT cracked when I brought the car in. I know they broke it while the car was on the lot, but I didn't take pictures before I dropped it off, so I couldn't prove it. But again, they refused to take responsibility.The dealership's security camera footage of when I brought the car in will prove that my lights were working and my mirror was intact. They should reimburse me for the costs of repairing the headlights & mirror.

  

  Business response

  03/06/2023

  As you can see on the enclosed documents we ran all appropriate battery tests and they fell within the guidelines of ********** warranty.  If you look on the 3rd page of the documents our tech noted that the ** mirror was cracked when it was brought to us.  The car was purchased used, from an out of state dealer so we do not know the history of vehicle with the exception of an oil change on 9-6-22 with ***** miles on it.  We will 100% fix anything we break but this is a case where it was broke before it came to us.

  Customer response

  03/09/2023

   
  Complaint: 19542475
  
  I am rejecting this response because:

  Anyone can write anything on a piece of paper.  For what it's worth, the car was in excellent condition when I bought it, but that was last June, and we are talking about January, of course.

  If you check the security camera footage from Jan 10, it will prove that my mirror was not cracked when I brought it in. And my headlights were not broken before Jan 5th when I brought it in the first time. (Since it was morning, I don't know if the headlights would be on when I pulled into the shop, but it's worth looking. I keep my headlights on "auto," so maybe when I pulled into the garage they might have clicked on.)
  

  Thank you for the more detailed printout of what was checked on the ** battery. I will be checking with the manufacturer, but that part is probably out of your hands at this point.
  
  Sincerely,
  
  *************************

  

  Business response

  03/09/2023

  Unfortunately my cameras only go back 28 days...I truly am sorry for this happening to your car.  I am willing to refund you the ****** for the headlights.  If this is agreeable let me know and I will have a check cut and mailed.

  Customer response

  03/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I obtain a car loan through this company. When covid hit I was under stress to continue to make payments. This loan has defaulted. When I made inquiries on the options and amount owed it didnt make sense to me. So I looked at my contract. I then noticed that I had two different slips one from them and another that said Kia Of Des Moines. So I was confused and then even more confused when they called them selves ******* Gabus *** on my credit report. So it did t sound right then I ask to send all documentation to me so I could understand what took place. Then I noticed that there was more than one business involved. I then did some reading on government websites and saw some things about how consumer credit transactions should provide full disclosure, and that I should consent to a third party being involved.Then it hit me that they had a third party involved and didnt fully disclose what was taking place. They gave me one contract and then had me sign another that tricked me out of my proceeds and made me pay the finance charge as well. They never disclosed that the finance charge was the sum of all charges.I realized after the fact that I assigned my proceeds to a third party. This was unfair and deceptive. There are regulations in place for this and they skip right past them. They also over charged me in the process. They told me I had to give a down payment. They failed to fully disclose every aspect of the consumer transaction. Then to make matters worse. When I defaulted I asked if I could allow my sister in law to take over the payments they said yes. So she showed up and signed some papers and they redid the registration. Instead they should have said no and I would have just turned the car in due to the hardship. She made made a few payments and skipped town. Now they are saying that I owe the money after the fact. I would have never let her have the car after talking with them and then oking the situation if I would have been liable.

  

  Business response

  10/24/2022

  This is ******* Gabus ***** This complaint should have gone to KIA of Des Moines. It clearly states Kia of Des Moines on the contract.

  

  Business response

  10/24/2022

  The fact remains that an **** Vehicle Retail Installment Contract was signed by ******* as well as all legally required paperwork.  We have been more than lenient seeing how ******* has not made a payment since August of 2020 and does not know where the collateral, a 2013 Chrysler 200, currently is.  We have not pursued her with legal action as of yet and have tried numerous times to set up payment plans.  At this time we will be writing off this account and its losses but there will be NO refunds.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 26, 2022 Kia of Des Moines replaced the short block on my daughters car under the extended warranty coverage of ******** at a cost of close to $6000, On August 15th it had to be towed back to them because the head gasket blew and left her stranded on the interstate. with just under 700 miles on the repair the they determined that the cylinder head had warped because of overheating. I explained to them that when the head gasket that they installed blows and oil escaped all over the interstate that that would cause it to overheat and warp other parts. They proceeded to deny that they were at fault and quoted us nearly $4800 to fix the vehicle. After several conversations we agreed to send the head to be inspected and spilt the cost of that procedure. It was able to be repaired and they proceed to reassemble everything without getting permission to a cost of approximately $1700. Their mechanic did poor work the first time and I did not want the same shoddy workmanship that resulted in the engine blowing up last time to be completed again. My daughter is going to pay the $1700 to get her vehicle back but we feel that their first repair caused the need for the second repair and that it should be corrected at their cost and not ours.

  

  Business response

  10/05/2022

  I, *********************, am aware of your situation.  We did exactly what ******** allowed under the service contract and the tech assured me that at the time of ************ there was nothing wrong with cylinder head.  ******************* has already cut the repair bill from over $3400 to $1700 as a gesture of goodwill.  I feel that we have been more than fair in this resolution.  Understand this is the only time this car has been in our shop so we are trying to be as fair as possible.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/12/2022 vehicle purchase. 2014 ************************ LTZ. I paid $5000 down payment on a vehicle that was fraudulently listed without mechanical issues. My paperwork is either not completed not filed out at all or missing entire sheets. I was never given the car fax until a month later. I was ignored for a month which put us outside of the limit to return or negotiate. The vehicle was listed over price, there is several thousand dollars worth of immediate repairs needed, the routine maintenance was not preformed at last scheduled date. The extent of body damage was knowingly misrepresented. The finance terms were completely different than advertised. Some of the mechanical repairs have now been done but it was simply bare necessities and that also shows that they knew they did this or why would you pay in the first place without any blow back. The computer was reset purposefully hiding error codes that were serious and could have been deadly. And to top it all off we were told we would be financed through Greenstate credit union but my wife and i both have received over 8 different packets from different loan handlers harassing us and damaging our credit. This has turned into a nightmare and we feel taken advantage of and lied to on so many fronts. Actually the state and federal laws for falsifying the odometer reading actually dictates huge fines and jail time, couple that with the buyers guide not being displayed and the gross negligence of allowing someone to clear fault codes of a serious nature and we are looking at a very serious situation that i will not stand for. Nor will i allow my family and myself be robbed by *** and placed in danger due to purposeful neglect and incompetence. I have also attached screen shots of the ****** blue book evaluation based on the truthful information of the vehicle proving that this impala was exceedingly over priced.

  

  Business response

  03/21/2022

  Enclosed is the original used car inspection and work that was done.  We then okayed the repairs after ******************** purchased the car at no expense to him.  We also sell cars at market value which was ***** at time of purchase.   We did have to send the loan to several different banks to find an approval. 

  Customer response

  03/22/2022

   
  Complaint: 16911193
  
  I am rejecting this response because: the blue book value is not reflected in the asking price. There is still mechanical issues that should have been taken care of. Also I asked specifically about some of these issues and was told they were not there. The typical used car dealer response if as far as I know wasnt even used to absolve the dealer from liability I was told no there is no issue. I wouldve happily entered onto a repair agreement with *** for the body work as well but was told they dont even offer such a thing. This is a nationally recognized brand and I was under the impression that this sort of business practice wouldnt have been an issue. The original asking price was based off of erroneous information. In the ************* this is fraud. In ***************** this is also fraud. I have brought my concerns to *** and was ignored by the gentlemen I spoke with. None of my paper work is filled out and one or two documents are literally incomplete missing multiple pages. This is not right, and they need to lower this asking price. I purchased this vehicle under the impression these things were not wrong with it and then the mileage was lied about on the paper work as well. I havent been provided with a title or my registration yet either as well as allowing me to drive off the lot without proof of insurance. So this entire situation was rushed and lied about. I as a consumer am incurring the cost of a deceptive and fraudulent sale of this vehicle. 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/22/2022

  We do not use kbb as a pricing guide.  We are done with this matter.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2020 Kia ******* in to get what they said would be a minor fix completed on Nov.21st. I still dont have my vehicle back. Every time I call them they tell me they broke something else trying to fix it and now need to wait for a new part to be shipped and then replaced. They wont give me a loaner.

  

  Business response

  12/14/2021

  We have issued a service loaner even though we are out of inventory.  Part for steering column should be here Friday...we are terribly sorry for the inconvenience.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2021 I was involved in a motor vehicle accident and as a result my vehicle was taken to ***************** located at ********************************************************. ***************** sent my vehicle to Kia of Des Moines to recalibrate the sensors, but Kia of Des Moines failed to do so and sent the vehicle back to ***************** with the sensors not working properly. ***************** then took the vehicle back to Kia of Des Moines for a second time to have the sensors recalibrated. After the repairs, I was driving the vehicle and it became apparent that there was a problem with the blind spot system, as the button designed to enable and disable the blind spot system was not functioning at all. ***************** who informed me that I would need to contact Kia of Des Moines to have the blind spot system fixed. I contacted *** of DSM and spoke with a service advisor named Whinny. She stated I would need to drop off my vehicle at their business so testing may be done to correct the electrical issue. *** of DSM replaced the button that enables/disables the blind spot system, but the electrical issue was not fixed. Kia of Des Moines then notified me that they would be attempting to replace the harnesses in the vehicle's rear bumper and stated that the replacement would be covered as a warranty claim, but after replacing the harnesses, the button controlling the blind spot system still did not function properly. Nationwide had provided me a rental vehicle as the motor vehicle accident I was involved in was the result of another driver's negligence. Nationwide then notified me that they would no longer pay for a rental vehicle as Kia of Des Moines changed parts on the vehicle under a warranty claim. Kia of Des Moines has not provided a loaner vehicle and has not given a timeline of when my car will be fixed. *** of DSM has had my vehicle in their possession since October 29, 2021.

  

  Business response

  12/01/2021

  We are currently awaiting instruction from *** corporate as this is now under a warranty issue.  No fix has worked as of yet.  Due to current inventory issues we have a depleted amount of service loaners and she is currently 2nd on the list.  Our goal is to get a corrective repair and get her in a loaner ASAP.

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