Complaints

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• Initial Complaint

  Date:11/16/2022

  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.

  I took my 2015 Kia ****** to this dealership to have a recall part replaced. (Recall *****) They stated that they checked wiring and that it was fine but I need a new Hydrolic Electric Control Unit (HECU) and that it would cost me $1800.00 to have this replaced. I then asked why I would have to pay this due to the fact that this is the exact part that is being recalled. They cannot give me am exact answer and they end up just talking in circles. I am under the impression that if anything is wrong with a part that is on the recall list that it should be replaced at there expense. I have never had an issue with this car and the one time that something happens with the car it just so happens to be the one part that is on the recall list. I just don't see that being a coincidence.

  Business Response

  Date: 11/30/2022

  November 29, 2022 
  Dear *** *****: 
  We have reviewed complaint # ******** regarding the KIA America Recall HECU/ABS Module Parasitic Current Draw Test & Replacement & Multi-Fuse Replacement (*****) with respect to the customer's 2015 KIA ******, mileage 105,260. As with all manufacturer recalls, the scope of what is covered and under what diagnostic circumstances is determined by the manufacturer and the National Highway Traffic Safety Administration (NHTSA). 
  The ***** requires all KIA dealers to access a specific multi-fuse and measure the draw; if the draw value is below 70uA dealers are to proceed with the replacement of the multi-fuse with one supplied by KIA in a service kit for the recall. The customer's vehicle measured 29.6uA which was well below the maximum threshold. The recall was completed as per KIA specifications. This information was discussed with the customer and he strongly stated that the brake issues he was experiencing were specifically related to this recall. We suggested that he contact KIA Consumer Affairs to discuss the recall as no further action could be taken by the dealership under the recall guidelines. 
  At the time the customer scheduled the appointment for the recall, our service advisor recorded "Customer states the brakes for the vehicle barely work. Customer had the master cylinder and calipers replaced and the brakes still do not work. Will be having towed into Outten KIA." This complaint was recorded as a separate concern. 
  Our technician did check the brake pedal, which went to the floor. His experience led him to believe that the system was air-bound. There were no obvious leaks found; the system was bled - though the brake pedal stayed the same. Our recommendation to the customer was to block off the two lines from (the customer replaced or independent repair facility replaced) master cylinder leading to the HECU to determine if there was a defect in the brake parts the customer had installed. The customer refused to pay for any diagnostics performed, including our recommended diagnostic to isolate the cause of the brake issue. If the master cylinder was not to be found as the fault, then the HECU would be the probable cause. Outten KIA absorbed the technicians cost as a goodwill gesture for the diagnostics we did perform; the vehicle was removed from the premises with a known, undiagnosed brake concern. 
  To reiterate, we did advise the customer to contact KIA Consumer Affairs at **************, option *, option * to discuss his concerns regarding the recall. KIA Motors America is the only entity that can authorize an HECU replacement under Goodwill as the vehicle did pass the established recall protocols. 
  Thank you for this opportunity to address the customer's concerns. If I may be of further assistance, please do not hesitate in contacting me directly. 
  Sincerely, 
  Kathryn C******* 
  Fixed Operations Manager