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:04/01/2025

  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 **** Kia ***** w/ 60k miles. Paid a diagnostic fee of $200 that was added to the total bill to repair car, $1452.17. A diagnostic fee shows everything wrong with a car. Theirs showed my car in good condition along with the other service records prior.
  *******-I Pick up my car and drive less than 3 miles home. The next day driving to work I notice my heat isn’t wor****. The very next business day ********: I had to get it towed a mile ($100) to the dealership because it shut off on me. Dashboard read “Check ESC”. Vaughn H*****, Service Supervisor, claims he has trust in his techs not to create a problem like that, but he’s “Do what he can to help”. After Vaughn insinuates my engineer was the problem for $6000 he asks if I’m the first owner. I told him YES. ********-I called Corporate Consumer Affairs regarding the issue and they made me aware of a Warranty I qualify for. I let them know that I was told I’d have to pay out of pocket and never told about a warranty. They said to look into it they’d have to contact Vaughn, to get the service report. Upon many attempts of requesting the reports from Vaughn and him blatantly sending the wrong info, on ******* I visited the dealership and was met with hostility from Dennis G*****, the General Manager who defended Vaughn claiming nobody from Affairs tried to contact them. Even though my case shows proof. He cursed at me on ******* saying to “Tow my B*tch out of there”. I had to bring my dad who calmly explained my side. Dennis tune changed and he said he’d give the info to TechLine himself.
  With no update , I called Affairs again on ******* to find out my case was denied due to “Lack of maintenance for 16k miles”. False. My reports show otherwise. Tech Line is loo**** at info that was falsified by the tech who worked on my car. I have proof.
  On *******, I went to Dennis as**** for paperwork explaining why I was denied warranty. He denied me paperwork saying he’s doing what he can. Very very shady business

  Business Response

  Date: 04/01/2025

  This customer brought the vehicle in for an ignition repair due to attempted theft. She was told a diagnostic fee would be charged if the repair was declined after diagnosis. The work was approved by the customer and the vehicle repaired. The customer was charged for the work performed. The car came back in two days later after being driven while running hot. The car is under warranty but the repair has been declined by KIA due to neglect. The dealership is currently appealing to KIA for help for the customer. The dealership is in no way responsible for the customer's lack of maintenance or that the vehicle is in need of repair. The dealership does not make warranty decisions as the manufacturer is the entity providing the warranty. 

  Customer Answer

  Date: 04/01/2025

  Complaint: ********
  
  I am rejecting this response because:
  When you buy a brand new Kia, does it not come with features or any warning that you may have a leak or Engine problem?Address this: Why in 2 days, after Kia “fixes” my vehicle do I need a brand new engine within 60k miles? 
  I should have been aware before paying nearly $1500 for a car that’ll just shut down on me 2 days later. I could’ve used that money towards a new car. To just take my money, curse at me, and not want to help or take responsibility in anyway is  dishonorable.My service repairs within the last year, did not once mention I lacked maintenance on my car or neglected it. My dashboard at the least would/should’ve alarmed me of any leaks. No engine light either. Only “Check ESC”. If Kia’s dealership is doing shady business like falsifying the mileage on my diagnostic report- then how do we as consumers ensure the Manufacturers have the correct info? Why wasn’t neglect shown in my initial visit or prior reports? Only after they worked on it. I was denied all contact by the General Manager, who again cursed at me in frustration even though I’M still without my car. He keeps threatening to tow my car “If I don’t trust him”. But, it’s been months. I’m paying a note with no car and ***** every day. Please help. They shouldn’t be able to just take my money and I’m still without a car.

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

  Business Response

  Date: 04/01/2025

  The design of the vehicle and any warning light design has nothing to do with the dealership. The dealership performed work on the ignition and nothing related to the engine cooling system. Warranty decisions are made solely by the manufacturer.

  Customer Answer

  Date: 04/03/2025

  Complaint: ********
  
  I am rejecting this response because: True, the dealership doesn’t decide warranty decisions, however the dealership has a lot of influence in how that case by case process goes. If the dealership is a diligent and careful business, the process may be smooth and efficient. However, If the dealership is biased and trying to retaliate against a car owner, it can be a huge hassle and just nonsensical back and forth. Meanwhile, the consumer is still in need of transportation and losing money in the process. So while the dealership alone doesn’t decide, they can be a big factor. Essentially, what this dealership is responding with is that they have nothing to do with the car features or how they work, but they’re ones who sold it to me and convinced me to buy it DUE to the so-called “great features”. Additionally, you were the last ones to work on my vehicle, that never had these issues before then. How are you not willing to help or take ANY responsibility for what I’ve been going through for months? & again was my car in that kind of shape BEFORE you all worked on it? Just please do the right thing. 

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

  Business Response

  Date: 04/03/2025

  This is completely irrelevant due to the fact that the decision by KIA to cover the repair has been changed from denied to approved. This is a result of the dealership appealing to upper level KIA management for help on the customer's behalf. It was communicated to the customer prior to this BBB complaint that the dealership was working to get help for the customer. The dealership did exactly that and it yielded as positive result. This conversation should not be happening.

  Customer Answer

  Date: 04/03/2025

  I was never made aware that decision to repair my car was approved. Again, the dealership NEGLECTS to reach out to the rightful consumer whom car it belongs to and who name it’s in. Why can’t the dealership do its due diligence in making sure that I receive this necessary information? & shouldn’t I have some sort of paperwork that says the warranty has been approved? Very sad I’ve had to go through this for months. Hopefully it at-least gets repaired in a timely manner. 

• Initial Complaint

  Date:02/24/2025

  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.

  Dealer Misrepresentation and Fraud; Saying a vehicle comes with certain options or features when it did not; dealer knew their representation was false or was ignorant of its truth, Purchased new KIA ** on **********. Negotiated model, options and price was based on image #1. Dealer provided auto in image #2 late in the evening after sunset. Contacted dealer via sales person. Dealer not willing to resolve.

  Business Response

  Date: 02/25/2025

  Mr. ********* did not pay for the requested equipment. He purchased the vehicle with VIN ***************** for a price of $36,325. Please see the attachments sent by Mr. *********. He took a photo of two different window stickers. He chose to purchase the less expensive vehicle. 

  Customer Answer

  Date: 02/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: when we completed
  price negotiations with our sales agent, we asked if we would be getting the
  car in the showroom floor (image #1) or one from the lot. The agent stated
  the vehicle would be one from the lot, but identical to the one we in the
  showroom floor.  We never saw the vehicle selected by the dealer until it
  was presented to us in the dark that evening.  The sticker for this car
  was not provided until several days later when I requested it.  This was certainly dealer misrepresentation whether on purpose or ignorance of the truth of the deal.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 02/25/2025

  Mr. ********* did not pay for any equipment that he didn't receive. 

  Business Response

  Date: 02/26/2025

  The customer bought the vehicle that was test driven. The other window sticker is from a vehicle that was located inside the showroom. If the customer paid for equipment not received we would be happy to correct the situation, however, that is NOT the case. 

  Customer Answer

  Date: 03/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The vehicle we test drove was black. We purchased a white car and all negotiations were made using the previously discussed image #1 and we never was this car until it was delivered at 7:30 in the evening when it was completely dark outside.  I understand that image #1 was the floor model, but were told the car off the lot would be identical to the one discussed during the pricing negotiations.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 03/05/2025

   We can continue the debate, however, the fact remains that this customer did not pay for the requested equipment. 

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  request was only for a copy of the sales invoice (attached).
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Customer Answer

  Date: 03/06/2025

  I am very disappointed in this dispute. In the eyes of the dealer, I didn't pay for the items in dispute. In my view, the items in dispute were paid for as negotiated with the sales agent and the dealer did not deliver said vehicle and switched the vehicles without notice. I wish I had a video of the negotiation to prove my position. However, I may pursue this issue in another manner. 
  

• Initial Complaint

  Date:02/09/2024

  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 had my car taken to kia on ****/2014 for my car to be repaired. My brakes was locking up on me and for motor to be check because it was getting hot. I never got it fix it's into weeks I just a got text saying come get my car. Wousont talk to me or tell me nothing to the warranty department. Then I find out from and brakes less when I had it towed there they messed up my brake line system.. They pour the wrong fluid in the master cycline. And I can't drive now. And not person there was nice enough to be honest I and tell what happen to met car just hid it what happened and I have no other car to drive

  Business Response

  Date: 03/01/2024

  ***** ***** had the vehicle towed to the dealership after it had sustained physical damage from a tire blowout or wreck. The ABS wires were secured with duct tape and the brakes were in need of repair. The repairs were not covered under warranty. The customer declined the service. The dealership did not repair the vehicle and she was not charged anything for the visit. 

  Customer Answer

  Date: 03/01/2024

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

  I did not decline for my brakes to be fix if you read the text they sent me and I text back. And no one have not answer e to this day. I decline the fixing of the tire sensor and tire wringing because that's came from a tire blow out. I sent my car back because my brakes was locking up on me like it was before I had a tire blow out last year before I even had tire blow out. But instead they try to repair my tire blow which is not my problem. If you pull my past report I have copy of. My car was taking there June of last year before I had a tire blow out because my brakes was applying pressure and they fix it. This year it started back applying pressure last month so I called them back to bring it in. And they concern about my damage of a tire blow out instead of brake applying pressure. I had just spoke with Nicole the day before the text came.  Went over price for my brakes which was 629.00 and she was ordering me two rotors because it wasn't in stock. The next morning I get a text to pick my car up. No one want speak to me tell me why. Want answer my text I have copies in my phone no replies. Finally someone told me the service manager said not to talk to me just come get my car. So I had a wreck to pick it up and take it to brakes for less they my witness they did a inspection on it. They said my master cylinder was open and the wrong  fluid was pour down there. And my brakes couldn't be fix I need a whole new brake line. And only body could do that's is inexperience person or they wasn't paying attention and he couldn't service my brakes. And he told his warranty they same findings he told me. And Nicole my advisor had told me they was working on my bakesa and and ordering my rotors and the next morning come get my car nobody want say a word to me. They didn't even charge me 200.00 dollars disnogic fee. Why because they messed my breaker lines up and want even tell me.How you treat a a kia customers like that? Nothing isn't fee not even that 200.00 disnogic fee because they messed up my brake like they wouldn't charge it which I would have to pay more to get a new brake line they want even take responsibility or his workers wrong doing their causing me more money. I wanted my motor to be check and brakes to stop breaking on their own but they wanted me to pay almost 3000 for a tire sensor and tire wring if you read their report nothing about my brake lines and I have two videos showing under my car talking about my brakes but nothing about my brakes so my next step will be lawsuit. Because they have responsibility to tell me what they did to my brake line and fix. So am tired of them being nasty am.goung to the court to file law suit I have enough evidences and witness to show my brakes was causing no problem to move my car from my yard .

  Business Response

  Date: 05/16/2024

  We have responded previously to this customer issue. Our position remains the same as we are not responsible for the current condition of her vehicle. 

• Initial Complaint

  Date:06/23/2023

  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.

  Sales rep didnt get my signature or permission to do multiple hard inquiries on my credit and i would like thwm removed
  Occured on *********

  Business Response

  Date: 06/24/2023

  Good afternoon,

   

  ******* ******* visited our dealership on *******. She provided us with the following information: Name, home address, home and work number, date of birth, social security number, email address, work history and current income. She gave us this information because her intent was to finance a vehicle through us. We tried all lenders that would consider her situation. None of that worked, she recommended we try the company she works for and we did. They approved the loan, however, the terms were not favorable to Ms. *******. We did the best with what we had to work with. We did offer some other suggestions that may improve the situation. We cannot remove the inquires.

   

  Thank you

• Initial Complaint

  Date:06/19/2023

  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 car was brought to Kia of Augusta now known as Stokes Hodges Kia for a broken tired rod on the driver side, while in possession my keys were lost & I had to pay for a replacement & the replacement key was also lost but also my front bumper was damaged while in their possession. My car has been at the dealership for 8 months waiting for them to fix my bumper they damaged using an outside tow company. I’ve called trying to get updated but all I’ve gotten is lies and unreturned called.

  Business Response

  Date: 06/23/2023

  The customer had the vehicle towed in them selves and the front fascia assembly was already damaged. The customer took months to get in touch with us about repairing the vehicle .When the customer finally got in touch with us the vehicle was repaired as requested by the customer. The vehicle sit many more weeks and when the customer came in they stated that the bumper was damaged by us, which it was not. The car had been in an accident before it came to us. The customer finally got back with me on ****/23 at 5:30 pm. We have agreed to repair the part of the bumper that is falling down in good faith for the customer, Even though the damage was not done here.

   

• Initial Complaint

  Date:05/08/2023

  Type:Order 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 April **** We Purchased A 2023 Kia *** from Kia of Augusta. I was listed as the co-signer and my wife was the primary. My previous vehicle was accepted as a trade-in, and although I protested the small vehicle because it couldn’t accommodate my * ****; I was told that this was the only vehicle they could offer. They stated that after 6 months, and on-time payments I could simply trade it in for something larger. Paperwork was signed and the monthly amount was agreed upon. We received NO notification that the dealership neglected to sign or properly document our paperwork so the financing company dropped us. We were told that the individual that caused this problem had been fired, however I’ve noticed this is a trend on many of the complaints regarding this company. I explained to the salesman during the original conversation on April **** that I authorize my credit to be ran a maximum of 4 times only. Without my knowledge or authorization they ran my credit numerous additional times and found a new financing company. The terms (payments, financing company, etc.) of the original deal were changed and increased because they removed my wife from the loan; stating her job reported she had only been there 6months. Her supervisor however, stated she never received any phone calls regarding employment verification. During the original conversation my wife provided pay stubs dating beyond 6months. At this point I would just like my trade-in back and they can have their vehicle back. Everything about this situation is wrong, unprofessional and unethical.

  Business Response

  Date: 05/09/2023

  Good afternoon,

  There were several inaccuracies in the information that the customer provided to us for a loan package. Because of this false information, the bank has rescinded their approval. We have cancelled this transaction and returned the trade in to the customer. If I can be of any further assistance please let me know.

   

  Thank you

• Initial Complaint

  Date:01/12/2023

  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.

  In june of 2022 I had my engine replaced under warranty on my 2014 kia ******. A month and a half later i get my vehicle back. During that time there was no communication from the server writer. I would call and be told to leave a message and she would call me back. Never happened. When i did get in touch with her she would tell me she would call me back in 5 minutes. Never happened. I get my car back and 4k miles later it has a major oil leak. Ive been an auto technician for 20 yrs. I checked the basics. I bring it back. 2 weeks later they said it was the oil pressure unit leaking. I told them i checked that and it was dry. That its coming from the front of the engine. They continued to argue it was the oil switch. I take my car and immediately notice the same major oil leak. I take it back the 2nd time. And tell them i need a rental as this is my only vehicle. I only speak to the service manager Vaughn H***** this time. He says he will take car of me and get me a rental. 2 weeks go by and he does give me a rental. 2 more weeks go by and i finally gear from them. It was my front cover and pressure switch again. I take my car and immediately notice the major oil leak is still there. I call mr H***** and tell him i still have the leak and cant bring my car until he has a rental ready for me. Two days ago the **** of January he tells me he has a rental to bring my car. I do. Then today i get a text from mr H***** saying i have to bring the rental back asap. Because my insurance doesn't cover rentals. I ask about him already gave me a rental the previous repair. He says he did it to be nice. And didnt check my insurance then. I tell him i have no vehicle and i waited for a rental to bring my car. He says its not his fault i only have liability. I ask can he get me a rental through **********. He says he isnt paying 35 a day for a rental. They should be responsible for getting me a rental, being the 3rd time ive been here for the same oil leak, and the time they take.

  Business Response

  Date: 01/16/2023

  Good morning,

  It's unfortunate we've had to see Mr. ********'s vehicle multiple times for this repair. That is no fault to Mr. ********. We're working with corporate to figure out what will fix the vehicle. Mr. ******** and my service manager have spoken just a couple of days ago and have a game plan....

  We're going to take care of Mr. ********!

  As far as the loaner, Mr. ******** does not have full coverage insurance to provide him with a loaner. If he's willing to upgrade his insurance, we have a loaner for him free of charge!

   

  Thank you

• Initial Complaint

  Date:01/12/2023

  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 purchased a 2019 ******** **** for $31,000.00. I could not take immediate possession of the vehicle because a headlight was out and they were going to repair it. This took way to long and I kept getting the run around only to discover that they have sold the car. I have a contract, financing and insurance. They sold the car and gave me back my trade in and refunded my deposit. However, I had financing and a credit ding that resulted in my score going from *** ** **** I need them to remove this from the credit reporting agencies and substantiate for me that they have done so. I also want to mention that I was there Tues. the **** of Jan when they told me they sold the car. However, the check they gave me was posted Dec **, 2022. So they knew they sold my car and did not bother to inform me, even when I would call to inquire about the repair completion.

  Business Response

  Date: 01/14/2023

  Good afternoon,

  Ms. ****** was un able to provide proof of her stated income. The bank would not finalize the loan without this proof. We gave Ms. ****** her down payment and trade back. 

   

  Thank you

• Initial Complaint

  Date:12/27/2022

  Type:Billing 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 vehicle(2021 Kia ** ***** on ***** ***** 2022. The exact amount of money on the loan was $46,346.67, on a term of 75 months. Both myself and my co-signer stated that we'd purchase the car under the agreement of 84 months, and no warranties which was agreed upon by the salesperson, ******** ************ who is no longer there due to the same type of misconduct as my situation. Upon looking at my paperwork months later, there is every warranty possible on my vehicle contract that I was both unaware of and did not want in the first place. The warranties equal a total of $5,743. I have attempted multiple times to reach out to the business, and when I went in person, I was told they would cut a check and it would reach me(originally) within 30-45 days. That was on October ****. I went back on December ******* **) and was told it would be 60 days until the check reached me. It is now day 66 and I have not received any word or check from the company. I was then told by a Sales Manager from a dealership I work with now that it's actually illegal to send a check due for a lienholder directly to the customer. Regardless, it has come neither to me, or off of my direct balance of the vehicle. My credit was ran multiple times when I only authorized it once to see what I may or may not have qualified for. The number on my Kia Finance account is **************

  Business Response

  Date: 01/07/2023

  Good afternoon,

   

    We have the customer coming in this Tuesday ******* **** to sign a cancellation form. We don't have one in the file to submit for cancellation. I'm also going to back date the cancellation request to ******** based on what the customer provided to maximize the refund amount for the client. I've also included several documents to show the products the customer purchased at time of delivery.

   

  Thank you

• Initial Complaint

  Date:12/09/2022

  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.

  ******** my 2015 Kia **** went into limp home mode (the check engine light started flashing, my car stopped accelerating & a noise was coming from under the hood) I stopped, turned my car off &had it towed home. After connecting my car to a scanner, I got 3 codes, P0011, P0014, and P1326. With no open recalls on my car, I scheduled a service appointment at Kia of Augusta which was on ******** @ 3:30pm. I paid to have my car towed to Kia of Augusta on the morning of the ****. My 1st attempt to get an update on my car was on ********. I left my service advisor (Chantel) a voicemail, & was told by the receptionist (LISA) that as soon as she saw Chantel she would tell her to call me. I didn't receive a callback. On ********, I called & the same occurred. I left a voicemail for Chantel, Lisa said she would tell Chantel to call me & I didn't receive a call. So, I paid for a ride to Kia of Augusta & was told by Chantel, the motor had been tested & was deemed a good motor, so the service techs needed more time to look @ my car & she would call me if not by 5pm that same day, then the morning of ******** for sure. ********, I called around 2pm since I still had not received a call, & was told by Lisa the system was down but she would tell Chantel to call me. That same day I got a call from a different advisor telling me my motor was no good, this would not be a cost for me & they already ordered a new motor. it takes a week to get to them and then I would have my car back two days afterwards. Chantel called me 30 minutes after that to tell me the same thing. While speaking with Chantel I requested a vehicle while they are repairing my car & she said they didn't have any available, but she would contact me as soon as there was one available or I could rent one & I would be reimbursed after my car is repaired. It is ******** I have called multiple times to get an update & request a vehicle & never get an answer or callback. All I have been requesting is a vehicle & an update.

  Business Response

  Date: 12/10/2022

  ******* **** *** ****** ****** ****** *** *******
  ******* ****** ************
  ******* ****** **********************
  
  THE CUSTOMER DROPPED OFF THE VEHICLE FOR THE ENGINE SPECIAL POLICY,THIS IS NOT A FACTORY RECALL, AND A RENTAL CAR IS NOT SUPPLIED. THE FACTORY WAS GRACIOUS ENOUGH TO PUT A WARRANTY EXTENSION ON THE ENGINE.WE ARE REPLACING THE ENTIRE ENGINE AT NO COST TO THE CUSTOMER .THERE IS A LONG PROCEDURE THAT HAS TO BE COMPLETED TO GET THE ENGINE COVERED IF IT IS A PROBLEM. WE ALSO TOLD THE CUSTOMER WE WERE AT LEAST A MONTH BEHIND WHEN THE VEHICLE WAS DROPPED OFF. WE GOT THE ENGINE COVERED FOR THE CUSTOMER AND THE ENGINE WAS ON NATIONAL BACK ORDER,WHICH WE CAN NOT HELP. THIS ISSUE IS NATION WIDE ON PARTS. JULIA P******** WHICH IS MY ASSISTANT MANAGER HAS TAKE OVER THE CUSTOMER REPAIR ODER. CHANTELL WHO WAS HANDLING THE REPAIR BUT IS NO LONGER HERE.THE ENGINE FINALLY CAME IN ******* AND WE CALLED THE CUSTOMER IMMEDIATELY TO LET THEM KNOW THE ENGINE WAS HERE, AND THAT THE ENGINE WILL BE INSTALLED AND READY FOR PICK UP AT THE END OF THE DAY *********