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:24/05/2024

  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.

  I purchased my 2019 *** **** from H313037303839333*3631H on June 1*, 2019.I had all regular maintenance done at that dealership until I moved to ********** in October 2022.On April 10, ******************************* the open position. After trying to see if there was debris in the tracks blocking it, I took my car to a local shop (M&T Auto) to see if they could close the sunroof. When I arrived, they called Kelowna *** to see if it was under warranty. To my surprise, they were told no, my warranty had run out January 31, 2024.They were unable to close the sunroof but sealed plastic over it to protect from the weather. I paid them $116.12.On April 11, 2024 I took my car to Kelowna ***. They gave me a copy of the *** Inquiry showing the registration for my car started on January 31, 2019, not June 1*, 2019. Either I was sold a new car with a used car warranty or a used car at a new car price. My sales receipt shows the odometer at 12 km.Kelowna *** took the roof apart & found that the foot piece on the left rear of the sunroof is worn out, outer tracks have no lube causing parts to wear out.***** (service **** ************ said it would be covered under the *** * yr bumper to bumper warranty but I would have to talk to H313037303839333*3631H about why my warranty ran out in January.*********** gave me an estimate of over $1600 to repair the roof. I asked them to close it manually. They did & charged me $217.12.The roof is now closed however the wind whistles through & there is an almost constant rattle. I have not been caught in any rainstorms but feel, confident that when I do, I will be getting wet.Since April 11, 2014 I have been dealing by ************ with **************************** Canada with no resolution.On May 3, 2024, I tried sending an email to Global Consumer Matters for assistance but have not heard back. I also ccd H313037303839333*3631H the email.I have not heard from them since.I dont know where to turn next & need help. I have supporting documents.Sincerely,***

  Business Response

  Date: 17/06/2024

  Hello,

  This is ************************* the General Manager at Kamloops KIA.  I took over the position with all new Management and staff in November 2023.  We pulled this file to see what the terms were, and we found this unit had been RDR to the manufacturer in January prior to the purchase.  When a unit is RDR the warranty date starts from there.  As far as I can see this was all disclosed at the time.  As it was not anyone that is currently on staff here, I'm unable to speak to the why but can provide the facts as I see them in the file. I hope this clears it up, although it's an undesirable answer as this unit is out of warranty that is what happened.

  Customer Answer

  Date: 18/06/2024

   
  Complaint: 21727680
  
  I am rejecting this response because:

  ******* states that she checked the file & the *** was sent in January & As far as I can see this was disclosed at the time.

  I did not receive Warranty documents or the Vehicle History Report at time of purchase. With this being my car & my file it seems reasonable that the paperwork in it is also mine. I made a request of the dealership for these papers to be emailed to me on May 28 & May 30 2024 without success.

  As the paperwork that ******* is referring to is being withheld, I can only assume that ******* does not want something to be seen. 
  This renders her response as invalid.

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

  Business Response

  Date: 28/06/2024

  Hello ******,

  
  I am writing in response to your recent BBB complaint regarding the warranty claim for your 2019 *** **** and the discrepancy in the warranty start date.
  
  First and foremost, I would like to express our sincerest apologies for any inconvenience or frustration this situation may have caused. We understand how important it is for our customers to have their vehicles properly serviced under warranty, and we are committed to ensuring that they receive the support they deserve.
  
  To address the concerns, allow me to clarify the situation:
  
  Warranty Start Date Discrepancy: The *** **** was indeed sold to as a new vehicle on July 15, 2019, with an odometer reading of 12 kilometers. However, the *** (Retail Delivery Report) date, which triggers the start of the warranty, was recorded as January 1, 2019. This discrepancy has effectively shortened her warranty period by six months. We acknowledge that this should not have been the case, and it is certainly not a reflection of our commitment to transparency and customer satisfaction.  This took place in 2019 and no current staff that worked here then works here now so we dont understand why this happened other than to hit a manufactures target (which is common).  Since there are only 12 kms on the unit, this tells me no one even drove it as a demo.
  
  Actions Taken: Upon discovering this issue, we promptly reached out to *** ****** to seek clarification and support. They confirmed their willingness to assist with any repairs that would have been covered under warranty, had the full warranty period been applicable. We regret that this process took some time as we needed to coordinate with both Kelowna *** and *** ****** to determine the appropriate steps, as you were servicing your vehicle in ******* which added additional time to this investigation.
  
  Sunroof Repair Issue: According to the diagnostic report from Kelowna ***, the sunroof repair in question was not covered under warranty, irrespective of the warranty start date. While we regret that this may not be the resolution you were   hoping for, it is important to note that the diagnosis determined that the repair fell outside the warranty terms.  Kamloops KIA agreed to support any further claims for the 6-month period that might arise as a sign of good faith however they must be warrantable claims. 
  
  Supporting Documentation: We have attached a copy of the bill of sale to reaffirm that your vehicle was purchased new. We have also included a text feed between our General Sales Manager and ******, which illustrates our commitment to assisting with the warranty process and finally a copy of the *** ****** portal with the Date of purchase/*** date as per the official reporting portal.
  
  Resolution and Follow-Up: It is reassuring to hear that ******* *** was able to address the issue with your sunroof, and this was possible due to our joint effort with *** ******. We appreciate your patience during the time it took for us to gather the necessary information.  We are not withholding any documentation as per your allegation we are in fact trying to accommodate your concerns and support you. 
  
  Sincerely, 
  *************************
  General Manager
  Kamloops KIA

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21727680
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/05/2024

  Type:Customer Service 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.

  I bought a car from them in 2021 and no longer have it and they keep calling and texting me to try to get me to buy another car and I have asked to be taken off of the call list several times i don't want to here at all from these guys but the call or text at least once a month I've asked several times to be taken off the list and even have a text from one of there salesman saying im off the list 2 months ago im tried of asking to be removed from the list hence this complaint to the BBB

  Business Response

  Date: 10/05/2024

  I want to extend a sincere apology for the oversight that led to continued communications after your request to be removed from our contact list. It was never our intention to cause any inconvenience.

  I have personally ensured that your details have now been removed from our system.
  

  Thank you for bringing this to my attention, and please accept our apologies for any disturbance caused. Should there be anything further you need from our side to resolve this matter to your satisfaction, do not hesitate to let me know.

  Thank you for your patience and understanding.
  

  Warm regards,
  *************************, General Manager

  Customer Answer

  Date: 10/05/2024

   
  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

  Date:01/11/2022

  Type:Product 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.

  On June 18 my 2011 Kia optima engine cut out while driving. On that same day, I took it to Kia Kamloops and the engine would need to be replaced. This was covered under warranty. The next week I called Kia to get an update on the car and I was told that I could get a rental car from ****** while I was waiting for my car. The staff at ****** informed me that I would not be charged as Kia was picking up the bill. I would be charged if I did not bring the rental car back on the same day that my car was ready for pick up.
  I followed up with Kia weekly with updates on my car. On the third week of July, I spoke with a service department employee, his name was Andy, and explained that I would be going away on a vacation the following week. I was wondering if my car would be completed during this time because I was aware if my car was ready for pick up and I did not return the ****** car, I would be charged. Andy told me this would not be an issue and that they could work around that if my car was completed while I was away. I went on vacation and did not receive a call from Kia Kamloops while I was away.
  On August 2 I called Kia to get an update on my car and I was told it was ready the previous week. They apologized no one had contacted me. That same day i picked up my car. I dropped off the ****** rental car at Kia as ****** would come down and pick it up. While I was picking up my car, I spoke to the service staff as I was concerned I would be charged for the days I had the rental car as my car had been ready since July 24. They assured me that they would take care of this as it was their mistake.
  I have been charged $407 by ****** as Kia will not pay this. ****** has been putting off charging me for the last eight weeks. As they are trying to work with Kia to get them to pay the bill. Kia has refused and now I am forced to pay this bill. Multiple calls to Kia have either not been returned or I was told they would look into it and call me back. They don’t call bac

• Initial Complaint

  Date:02/09/2022

  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.

  July tried to contact the dealership about repairing the car I got from them which they did a cheap electrical tape fix for * ******** * ******* issue but they ignored texts etc an wouldn't get back to me about repairing it , only got back to me after I signed a release form for the financial business an dropped the car off in the dealership lot , I refuse to pay for a car that has issues right away on top of the lack of communication with the salesman etc