ComplaintsforMoritz Kia of Hurst

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had my car at *** on the 14th of Oct, looked at it on the 18th they changed the oil and rotated tires but didn't hear the groan I complained about and the diagnostic didn't show anything, but they found a a/c leak and had to call warranty to see if it was covered, it was had to wait for part, got car back on Wed. the 25th. Then on Nov. Dropped my car off on the 1st of Nov.,because the engine light came on, one week to the day I got it back. ***** the service advisor called me at 422 Thursday and told me they did the diagnostic and it showed that it was spark plug #3 causing the problem and he would call to see if it was covered under warranty, then called me at 831 Friday the 3rd and said it wasn't covered and I asked how much he said it would be 280, I said we will do it ourselves he said it would be 186 for the diagnostic and I said so with the plugs it would be around 300 he said yes I said ok, then he called me back 5 min later left a message saying it wasn't the spark plug it was the ignition coil and he would have to call to see if it was covered under warranty, I called a couple times left a message for the status he called me about 445 and said it wasn't covered I said ok, how much he said we did the plugs and with the coil it will be ****** (my thought then was why the plugs) after he called and said it was ready I asked why they did the plugs since it wasn't the plugs he said I approved it, I said well you called back in 5 min. and said it wasn't the plugs and it takes longer than that to change them he kept avoiding the response. Then I called ****** he called me back said he had to talk to ***** to find out what the issue was. Then ***** called I said I will be there in 15 min., I kept asking why they did the plugs he kept making excuses ( I have on the message it wasn't the plugs), I left the car after arguing then he called me at 405 the 6th and we argued and he said the coil was a recommend, I said not once did you say that, so I don't believe any.

  Business response

  11/08/2023

  After investigating the customer's dispute of charges I did find there was a misinterpretation of the technician's findings of the actual cause of failure.
  
  
  The actual cause of failure was the ignition coil and not the spark plugs. Customer was misled between recommendations ( spark plugs ) and the actual cause of failure ( ignition coil ) customer was quoted spark plugs and an ignition coil. Customer had not yet taken possession nor had they paid the invoice. The customers repair order was adjusted by removing the spark plug replacement charges  and discounted the remaining charges of the ignition coil. We reviewed findings with the customer and they were satisfied with our resolution and will return to the dealer to complete the transaction.

  Customer response

  11/08/2023

  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.
  
  Regards,
  
  *************************

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