ComplaintsforKia Of San Angelo

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Kia of San Angelo sold us a car that has a VIN # from Canada and we can't use the Kia Connect in USA due to the software been from Canada, also the Kia warranty for cars with Canada VIN # is not valid in USA only for Canada residents!! How in the world we're going to get our car fix if the Warranty won't cover in US? Be AWARE of their Pre Own and New cars, check the car door and if the VIN says is from Canada DON'T DO ANY BUSINESS with this people! 3 weeks of ignored emails and employees playing the "I DON'T KNOW CARD' for us to find out with Kia Canada that the car features won't be available for us in the US and NO warranty at all!!!! Kia Telluride VIN #5XYP5DHC6NGXXXXXX sold on May 2, 2022. They took advantage of us been stranded 1300 miles away from home when our previous Kia broke down and the repair was too much that we couldn't afford it. So they SCAM us with this Kia 2022 with all nice features that we're NOT able to use! My apologies for the delayed response, we have been discussing this matter with Kia USA. According to Michelle ******* - Kia USA Consumer Affairs & Warranty, the car has a 3rd party warranty. This wasn't explained to us, nor that the car has a VIN from Canada. She mentioned they have CarFax documents during the sales process but that wasn't explained to us at all. The Finance Manager never mentioned anything and she was with an iPad flipping through the documents very quickly saying "this is this and that" not giving time for us to properly read the documents. The only mentioned "As is" was the mileage, we thought it was ok because maybe they've used it for test drives a lot. They told us the car had that mileage because they drove it from another dealership not because it came from Canada. Also, Michelle mentioned something about a label on the car saying it was from Canada but there were no labels on the car's windshield and even if it was somewhere else, nobody mentioned it or pointed it out so we have no idea what label she's talking about. The sales person knew I wanted to use the Kia Connect, because I had mentioned it like 3 times and he said "just call the number and they'll help you". Michelle's only recommendation was to "TRY" a Canadian address to register the feature. Kia Canada mentioned the car features won't work in the US because the Kia Connect software on this car will only work in Canada. Even if we succeed to register the Kia Connect it won't work because as mentioned before we're not physically in Canada. Michelle ignored me when I mentioned this during our call. Kia Canada Case #XXXXXXXX, Malia is who recommended us to seek advice in this matter as we won't be able to use the Kia Connect & not be able to honor the Kia warranty in the US. We felt scammed because there was no transparency during the process, we didn't find out this car was from Canada until after we had arrived in Florida and encountered the issue to register the Kia Connect feature. Not even when I had called & emailed the dealer multiple times, this was not mentioned at all! Service Manager Chance ******* was clueless about what I needed to register the Kia Connect, aren't they supposed to know how to set up this service for the customers? They knew we wouldn't return to Texas, therefore they set us up during a difficult situation with a foreign car. If this information was disclosed during the sales we wouldn't have purchased a car that costs so much and we can't enjoy the fancy features because it won't work in the US. Also the warranty will be another hassle as she mentioned the Kia Service would have to call directly to this 3rd party insurance in order to honor the warranty. That wasn't explained until now a month later because we brought up the situation and escalated to get answers. Attached are the documents provided during the sale process, there's no evidence of the Canada VIN number mentioned in those, we don't have anything else. Please advise what we can do in this case as I'd like to pay for a car that I can actually enjoy all the features on and not have to go through all these steps to honor a warranty.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/06/13) */ We are currently working on getting the customers UVO activated. If we are unable to get this issue resolved , we would be happy to work using the customers current vehicle as a trade on a different unit. Consumer Response /* (3000, 7, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per conversation with Malia Case Manager XXX-XXX-XXXX from Kia Canada case #XXXXXXXX, the UVO Connect doesn't work in the US due to the software been exclusively from a vendor in Canada for Canada vehicles only. At this point we want the unit to be changed for same model, year & US VIN number with a valid KIA Warranty in the US and US software. Please provide a timeframe as to when the change & deliver to our house in Florida will occur? Business Response /* (4000, 9, 2022/06/15) */ We will reach out to you and see what we can come up with a trade and available options. Thank you Consumer Response /* (3000, 11, 2022/06/15) */ ***Document Attached*** Email communication from Kia Canada. Business Response /* (4000, 13, 2022/06/18) */ We need for you to get in contact with your sales rep in order to see if we can find you something to trade into. We are closing this case with the BBB Thank you Consumer Response /* (3000, 16, 2022/06/20) */ ***Document Attached*** Kia San Angelo Sales Associate contacted us over the weekend saying he didn't know what happened with the car and that the VIN number was from Canada. They've tried set us up with an older car 2021 Telluride with 46,000 miles on it. Our current car was New, even though they classified as "pre owned" you can't compare 500 miles of use versus what they're offering now. They've processed the credit without telling us how much was that car and the conditions inside out. Attached text conversation also the evidence he knew about us having issues with the car system since May 4, 2022.

*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. ↩