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:05/02/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *******have an excellent credit score and could buy a new car if proper trade in value was presented. This was proposal was never made they are hoping this problem disappears. Why would they not try to help me with a solution like buying a new vehicle and trading the other car? Horrible service.

  Business Response

  Date: 05/08/2025

  Dear Ms. ***************** you for allowing Monroeville Kia the opportunity to inspect and service your 2016 Sorento. We understand
  your frustration and want to ensure that all facts are clearly outlined and acknowledged.
  Your Sorento, originally purchased in March 2018 as a non-certified pre-owned vehicle from an independent
  dealer (CarShop), carried only the balance of a 5-year/60,000-mile limited powertrain warranty at the time of
  purchase. Monroeville Kia had not serviced the vehicle at any point in the 6+ years prior to July 22, 2024, when it
  was brought in with ****** miles and several concerns including an oil leak, faulty tail lamp, brake inspection,
  and two open campaigns (SC249 and CS230). These concerns were addressed, and except for brake and light bulb
  replacement, all applicable work was completed properly and under warranty. Please refer to Repair Order
  #****** for full details.
  Your vehicle was next brought in with ****** miles on January 22, 2025, approximately 6 months and 5,734
  miles later, with a check engine light. Diagnosis showed no leak or oil level issues, but a history code (P0018) was
  present. After clearing the code, there were no drivability issues or warning lights during our test drive. We advised
  returning if the light reappeared and additional work was performed at no charge. (Repair Order #******)
  On April 3, 2025, the vehicle was returned with ******* miles and the check engine light active and a reported oil
  leak. Upon further inspection, the P0018 code was again stored, and data suggested camshaft/CVVT timing chain
  wear. Due to the age, mileage, and component wear, we recommended engine replacement. We filed a claim on
  your behalf with your third-party warranty company, *********, but the claim was denied due to documented
  gaps in required maintenance history. (Repair Order #******)
  We genuinely empathize with your disappointment. That said, the engine failure appears to be the result of longterm wear potentially compounded by inconsistent maintenance, not the result of any workmanship or fault on the
  part of Monroeville Kia. We did not sell you this vehicle, have no record of servicing it over the last six years, and
  did not sell the extended warranty policy in question.
  While we cannot reverse the decision of your warranty provider or the current condition of the vehicle, we remain
  committed to assisting you. We are happy to offer a fair market trade-in evaluation for your Sorento based on its
  current condition and help you find a vehicle that better suits your needs going forward or an additional discount on
  the repairs
  We are also aware of the recent posts on social media. While we respect every customers right to share their
  experience, we believe some of the content shared does not reflect the full scope or facts of this case.
  Monroeville Kia remains committed to fairness, transparency, and professionalism. We are here to help even in
  difficult situations like this. Ive attached all repair orders, most current Carfax, review, and complaint.
  We apologize for the delay as we were without power at Monroeville Kia since Tuesday the 29th thru the 5th
  .
  Sincerely,
  Monroeville Kia

  Customer Answer

  Date: 05/12/2025

  From: ****** ***** <*********************************>
  Date: Fri, May 9, 2025 at 6:38 AM
  Subject: Re: You have a new message from the BBB serving ******************** regarding complaint #********.
  To: Better Business Bureau <*******************************************************************************>
  
  
  Good morning, I was unable to add a comment when denying ***s response. I only saw an opportunity to add an attachment. The reason why I would like my written response via email to be reviewed and recorded is because what *** wrote is not completely accurate. 
  
  Although I can appreciate the well written response I still stand firm that on the service date of 7/31/24 oil being the main issue, the service department did not recommend or perform an oil change. This is a fail.
  
  Additionally I requested the tail lamp to be further diagnosed and the main issue to be fixed. Giving my consent to correct. It was never fixed on multiple visits. This is not even that main concern just a small detail and because it was emphasized on ***s response I will explain further. I received the same line over and over someone touched the end of the bulb with greasy fingers causing it to burn out this was a repeat issue and required to be looked into but was not. The bulb wasnt even replaced. My Sorento sat at your dealership from April 2nd- 19th pending the warranty claim. There was a full opportunity to fix the tail lamp and address the recall for the multifunction switch which I was made aware of but no action taken. To my knowledge is a major concern because dealerships must not only inform you of recalls but address them. 
  
  Lastly the claim with endurance was denied because they could not verify miles. Not due to lack of maintenance. Specifically, during an oil change at ********* on March 30th 2025 they recorded my miles wrong. I had it corrected on carfax but they did not accept the correction and stated the miles would have to be listed on the original invoice. They also stated the dealership said my car was driven to the lot but in fact it was towed. So the conflict of information also helped the warranty company deny the claim because they couldnt verify miles. This was also frustrating and disappointing and not my fault. I was able to provide all oil changes and the ONLY gap in maintenance is when Monroeville Kia worked on my car. 
  
  I would also have to correct you on you referencing a social media post. I only posted a ****** review which is public and there for a purpose. People read reviews to make educated decisions before doing business. People should know the truth. There are things I have observed that I did not even list in these reviews because I am only sticking to whats relevant to the vehicle and my service. Thank you for your response but this does not change my position in dissatisfaction. I had to go to the Better Business Bureau for *** to offer to trade my car for a new one. No thanks I have taken my business elsewhere. 

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  From: ****** ***** <***********************************************************************************************************************>
  Date: Fri, May 9, 2025 at 6:38 AM
  Subject: Re: You have a new message from the BBB serving ******************** regarding complaint #********.
  To: Better Business Bureau <***********************************************************************************************************************************************************>
  

  Good morning, I was unable to add a comment when denying ***s response. I only saw an opportunity to add an attachment. The reason why I would like my written response via email to be reviewed and recorded is because what *** wrote is not completely accurate. 

  
  

  Although I can appreciate the well written response I still stand firm that on the service date of 7/31/24 oil being the main issue, the service department did not recommend or perform an oil change. This is a fail.

  
  

  Additionally I requested the tail lamp to be further diagnosed and the main issue to be fixed. Giving my consent to correct. It was never fixed on multiple visits. This is not even that main concern just a small detail and because it was emphasized on ***s response I will explain further. I received the same line over and over someone touched the end of the bulb with greasy fingers causing it to burn out this was a repeat issue and required to be looked into but was not. The bulb wasnt even replaced. My Sorento sat at your dealership from April 2nd- 19th pending the warranty claim. There was a full opportunity to fix the tail lamp and address the recall for the multifunction switch which I was made aware of but no action taken. To my knowledge is a major concern because dealerships must not only inform you of recalls but address them. 

  
  

  Lastly the claim with endurance was denied because they could not verify miles. Not due to lack of maintenance. Specifically, during an oil change at ********* on March 30th 2025 they recorded my miles wrong. I had it corrected on carfax but they did not accept the correction and stated the miles would have to be listed on the original invoice. They also stated the dealership said my car was driven to the lot but in fact it was towed. So the conflict of information also helped the warranty company deny the claim because they couldnt verify miles. This was also frustrating and disappointing and not my fault. I was able to provide all oil changes and the ONLY gap in maintenance is when Monroeville Kia worked on my car. 

  
  

  I would also have to correct you on you referencing a social media post. I only posted a ****** review which is public and there for a purpose. People read reviews to make educated decisions before doing business. People should know the truth. There are things I have observed that I did not even list in these reviews because I am only sticking to whats relevant to the vehicle and my service. Thank you for your response but this does not change my position in dissatisfaction. I had to go to the Better Business Bureau for *** to offer to trade my car for a new one. No thanks I have taken my business elsewhere. 

  Business Response

  Date: 05/12/2025

  Dear Ms. ***************** you for your detailed follow-up. I truly regret that your experience at our dealership left you feeling unheard and dissatisfied. Please know that your concerns have been taken seriously and have been reviewed thoroughly.
  While we respectfully maintain our position based on the documented repair history and the steps taken during each visit, we also acknowledge your frustration particularly regarding the tail lamp concern, the recall, and your experience with the extended warranty provider. It is unfortunate that there were discrepancies related to mileage reporting and how that impacted your claim with Endurance. While we cannot control third-party decisions, we understand how disappointing that outcome must have been for you.
  As for the ****** review, we recognize your right to share your experience publicly. Transparency and honest feedback are essential, and we welcome them even when critical as they help us grow and improve.
  We understand that you have chosen to take your business elsewhere and respect your decision. Though we may not agree on every point, we truly wish you the best with your vehicle and appreciate the time you took to communicate your concerns.

  Sincerely,

  Monroeville Kia

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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,
  
  
  
  *** *****ou should probably train your employees to NOT blatantly lie to customers. You’ll be hearing from our Attorney!!!

  Business Response

  Date: 05/15/2024

  To whom it may concern,

  We attempted to reach out to *** ***** to resolve his problem on a tracked/recorded line and he hung up twice on the assistant service manager. We notified the Executive General Manager / Partner he too reached out to *** ***** to help resolve his problem and has yet to hear back. We offered to fix a very small smudge on his headliner. That offer stands if he wishes to cooperate. If not, he indicated in his 1 star Google review and BBB complaint which was the same as the Google review, that we would be hearing from his attorney. We are a full service dealer and have the ability to resolve almost any automotive problem. The General Manager would prefer *** ***** to work directly through him and be his only point of contact. We really would like to help *** ***** and value him as a Monroeville Kia customer. We don't believe that we need to get our legal team involved at this point.

  Monroeville Kia

• Initial Complaint

  Date:05/14/2024

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  to add; we have NEVER smoked in the cars we had As neither of us smoke anything at all:  The business on several occasions have thanked us for keeping the vehicles clean , since they said  many who use the courtesy vehicles bring them back in horrible condition. (Also if they were suspicious of “smoking “ in the vehicle they wouldn’t have continued to lend us vehicles during this whole ordeal months later ).  this is just another way for them to lie and get out of being responsible for the endless unprofessional service they have given us with no end in sight. We haven’t had a courtesy vehicle in about 2 weeks and have never heard about any of this so this is definitely just a retaliation obviously on their part. I  have heard of several stories from Monroeville Kia doing this to other customers as well. They have lied to us over and over again through this entire process . The car  is still under warranty and we never hear updates; and have never gotten a reason as to what’s wrong with the car and why they continually can’t fix it: we get it back and it sounds worse and worse every time. Every time we have been in there , there is someone else dealing with the same things. I don’t know about anyone else but if I ask a professional what is wrong with my car and they say “I don’t know “ and walk away then that’s a problem. It’s to the point when and if we ever do see our car again we won’t feel safe to drive it because of the dishonesty and distrust we have been shown. 

  
  Regards,
  
  
  
  

  ve to come back and forth every time the light comes on which is anytime we get the vehicle back. We have been lied to and ridiculed constantly from this business . We’ve lost hours at work having to go back and forth as well: when we ask what’s wrong with the car they always say “we don’t know “. One Time they said they have done too much to the car that they made it worse but then that was never resolved. Now they want to keep our vehicle and take away our courtesy vehicle and make us pay for rentals which we can’t afford, plus this being their fault we should never have to . It’s all been unprofessional and if it’s happening to us I can’t imagine how many others are driving dangerous Kia vehicles around: (fyi our mileage is only at 77K )

  Business Response

  Date: 05/15/2024

  Good afternoon,

  In response to this complaint, we have in fact had this vehicle for quite some time.  We originally sold the vehicle in September 2016.  The vehicle did not return for any service until 7/14/2022 and again on 7/29/2022.  The vehicle returned again in November 2023 and has been down several times since.  Below is an itemized list of the repairs.

  RO: ****** - Timing Chain/CVVT/Cam shaft replacement, Electronic Control Unit (ECU), Coolant Sensor

  RO* ****** - KIA Field Tech advised us to replace CVVT under Parts Warranty

  RO: ****** - KIA Field Tech advised us to replace the Head sub assembly, gaskets and bolts.  Additional repair requested to replace the engine harness under warranty to rule out an electric issue triggering any codes.  

  RO: ****** * KIA Field Tech advised us to replace the Electronic Control Unit, again, under parts warranty.

  RO: ****** - KIA Field Tech (FTS) advised us to replace oil control valve and reseal oil pan.

  All repairs are driven three drive cycles totaling between 30-40 miles.  At the completion of ******, the customer came back within 5 minutes and said the Check Engine Light (CEL) was back on.  Scanned and the code was a ***** code but the vehicle drove fine.  We replaced the ECU on ******, and test drove and gave the car back to the customer.  Same scenario, within 5 minutes the customer returns with the same code.  We then replaced the OCV and resealed the oil pan for quality assurance and test drove three drive cycles.  We called and left a message and said that the vehicle was ready.  The customer showed up, collected keys, and came back 5 minutes later and said that the CEL was on.  While we were scanning, the surveillance cameras were reviewed and it was recorded that the customer went behind the building got in the car, never moved it, and came back in 6 minutes later stating the CEL has come back on.  We called KIA and they have the FTS coming back this Friday, 5/15/2024. 

  On Monday, we were doing another preliminary diagnosis prior to FTS arrival, we noticed a device in the passenger side door panel, that is specifically designed to plug into the OBD port in a car.  Pins match the same tools we use to scan cars.  It has a mobile provider on the device but this could be a signal disruptor or something that could be causing a disruption or failing the computer of the vehicle.  I have attached two pictures of the device.

  To address the secondary transportation.  The customer has been provided secondary transportation all most the entire time of all repairs, either by Monroeville KIA or KIA USA.  Unfortunately, the customer elected to break Monroeville KIA's Loaner agreement and smoke in our vehicle.  I have attached pictures of the air filter of the vehicle they used, that has under 3,000 miles on it.  They will be being billed for the detail and ozonating of the vehicle.  As far as KIA USA providing transportation, we set up a reservations based on what the manufacturer authorizes.  There are no statements in an Owner's Manual that transportation MUST be provided.      

  Lastly, we are not able to perform an inspection on the vehicle as PA State guidelines require a Check Engine Light to be recorded off in a vehicle for a period of miles in order to pass inspection. 

  I have also added a current Carfax to this complaint for verification of my statements.  Please let me know if you require any additional documentation.

  Kind regards,

  John U**

  Service Manager

   

   

• Initial Complaint

  Date:02/02/2024

  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.

  - Prior to receiving my car Jason (service manager) was adamant that my car would not be covered under KIA warranty or Silverrock warranty. Once the car was received, 11/2/2023, Jason again informed me that the repair is not covered under either warranty company and even if it was the engine would give out in 6 months.
  - repairs were never called into Silverrock
  - 11/27/2023 I called KIA dealership and begged John (to call the repairs into Silverrock. I also informed him that Jason was adamant that the repairs were not covered under either warranty company and he told me he should not have said that. He apologized and said he would call. By this time my car was sitting at KIA for 3.5 weeks.
  - 12/4/2023 KIA called to let me know Silverrock would cover a new engine and that it would take 4-5 months to repair. I told John (service manager) about the inconvenience of being lied to and my car sitting there for 3.5 weeks for nothing. He then put me on hold. Once he returned he promised 8 weeks or sooner instead of the 4-5 months.
  - On 1/25/2024 Advocate from Macedonia Church called KIA dealership on my behalf and Jason informed her that the timeline for my car is mid – end of February. Even though on 12/4/2023 I was told it would only take 8 weeks or less to repair my car. She again noted the cockiness and unprofessionalism displayed by Jason
  - On 1/30 KIA corporate informed me that Jason said that my car is up for repossession and that someone from my bank came to take the car. They left the car so it could be repaired and would return after the car was fixed to repossess my car. He also said that my friend called and said that they were going to give me the money for my car payment. It was all false. Bridgecrest (my loan provider) informed me that my car is not up for repossession and no one was sent to the location.
  - to this day the business does not answer the phone or return my calls
  - their customer service is deplorable and unacceptable

  Business Response

  Date: 02/03/2024

  ** ******

  RO open day: 11/02/2023

   

  Good morning,

  In response to this claim, the vehicle came to us and was having engine issues.  We were advised that there was an extended warranty through Silverrock Warranty Company.  *** ***** authorized the diagnosis.  We diagnosed it needing an engine replacement through KIA USA's warranty extension.  We gave her a timeframe of 7-10 weeks due to the volume of engines we replace on a weekly basis.  

  We were contacted one week after diagnosis by her lender (Bridgecrest) and asked to confirm that her vehicle (via VIN number) was there.  We said it was, and they stated that they were coming to take the vehicle and they will have documentation available upon pickup.  At that point, there were several weeks of communication between the customer, Bridgecrest, and Monroeville KIA to determine what was the vehicles status.  Parts were not ordered as there was no confirmation from either party what we were repairing with the vehicle.

  I spoke to *** ***** yesterday, and all has been confirmed.  The engine is on order and barring no other secondary issues, or transportation delays; we should complete the repair in the next 7-10 days.

  Please feel free to reach out to me directly if you have any questions or require additional information.

  Carfax attached.

   

  John U** 

  ************ **** ****

  ***********************

• Initial Complaint

  Date:11/24/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  rom: **** ***** ***********************>
  

  Date: Tue, Nov 28, 2023 at 12:58?PM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  Hi.  Thank you for sending.  I am not surprised they lied about refunding me and I have no problem not returning there.  Not sure what they mean about providing my own part?  Definitely somewhere to stay away from!  Thank you for the assistance. 

  Regards,
  

  
  
  
  ****** *****

  Jeff called me back and I explained what happened. He said the same thing as the assistant service manager and I told him, "that is not what your sign says". I then told him that the assistant service manager was very rude. He said he would look into the situation via cameras there and also said he would issue a credit to my VISA, which has not happened.
  
  A week later on November 21, I called again since no one had called back. Instead of putting me through to him, I was put through to Dale, a manager in Chrysler, not Kia. After I explained the situation to him anyways, he said he would see what he could do and call me back. No call as of yet from anyone there.
  
  I also spoke with the operator there to try to get the owner's email or phone number, but the operator said she did not know it.
  
  I think this falls under deceptive advertising and should be reimbursed the extra labor charges.

  Business Response

  Date: 11/28/2023

  Good morning,

  I apologize for the delay in responding as I had some time off during the holiday.  *** ***** has been here two times, once for factory recalls and once for this repair/complaint (both Repair Orders are attached).  The repair she asked us to complete is a job that was quoted as a flat rate job where the technician quoted and 3 hours and the customer approved.  The technician was able to complete the job in an little under two hours.  Despite having the charges explained to her by the advisor and Assistant Manager, *** ***** wasn't understanding that the job is flat rate and not a listed service, like an oil change or tire rotation.  If you Google flat rate technician the following comes up.

  - What is flat rate job description?
                   A flat rate is tied to a particular job. For example, Job X will take a good tech two hours to complete. If the tech finishes the job in one hour, they still get paid for two hours. The opposite is true, too: if the job takes four hours, the tech is still paid for two hours.

  We do post that our "flat rate" hourly rate is $145.00, which is the lowest price in our KIA district, however *** ***** feels that the charges should only apply when the vehicle is being worked on.  She spoke to the General Manager in my absence, and he asked me to review when I returned.  My staff said that *** ***** was combative as we would not accept outside parts, due to us not being able to warranty the part, thus the work.  She was using profanity while here, not towards my staff, but about the situation in general, which made my staff uncomfortable.  Due to her overall interaction with my staff and the clear pattern of frequent returns to other service centers based on her Carfax report (copy attached, please review 2020-2022), we are opting to decline any refunds or credits for the work performed and recommend using a different KIA service center moving forward. 

  Kind regards,

  John U** 

  Service Manager

  ************ *** ****

• Initial Complaint

  Date:11/09/2023

  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.

  Purchase vehicle 9/5/20. Brought the car back the next morning due to the (TPMS) tire pressure light stayed on along with engine not starting. At this time, the sales rep recommend I bring it back to be serviced immediately as I did for months after. The light is currently still on.
  
  I have brought my car back to KIA dealer and service department less than three to six months since I had the vehicle from leakage of oil to engine light staying on and work on the motor along with replaced spark plugs and coils.
  
  Replace oil pan and valve cover gaskets. Serpentine belt. Sensor Assy-knock continually. Vehicle would have loss of power on occasion with me having to have it towed by AAA. I was told every time I took my vehicle in for service, I would need an engine replace under KIA warranty recall.
  
  Due to a recall. I have asked about this on several occasions and was told when my car would be sluggish and hard to drive with engine light on this would be the time to have this changed engine. Never wanted to assist me with a loaner car being this is my only vehicle. This car has been a total inconvenience since I purchase if from the lot. From the salesperson and the loan officer. from where I live with my child and not being able to use for the purpose of my only means of transportation to in from work and taking my daughter to school. My vehicle is still now at KIA dealer service department and the manager John and Jason Shook, Now my car the oil is leaking into the engine. Service department recommend that I not drive my car due the engine loss and danger to drive. They are now charging me for replacing spark plugs again which was just done in Jan 2023. Now I don’t have a vehicle which I’m responsible to continue to pay car loan and insurance on the for car that not only is not drivable since I purchase the vehicle. I would ask for a loaner while my car was there being worked on for weeks at a time and was told no by the service department supervisors John and Jason. I have spoke with the sales department one day and never heard anything back as of today.

  Business Response

  Date: 11/10/2023

  In response to this most recent complaint.  *** ****** has had some recent issues with her vehicle, however, some of her timeline's are skewed.  I have attached a Carfax to validate services here and will be happy to provide any supporting documents at your request.
  
  9/5/2020 - Vehicle purchased
  9/25/2020 - RO ******* TPMS light flashing - Cleared codes and relearned wheel sensors (Warranty)
  10/10/2020 - RO ******: Vehicle no Start - Battery needed replaced
  12/3/2020 - RO ******: Oil Change and Tire Rotation
  7/2/2021 - RO ******* Performed Recall ****** *Warranty) and Customer States the vehicle is leaking oil, whereas her oil pan was leaking and needed replaced.
  12/15/2021 - RO ******: Oil Change and Tire Rotation
  10/27/2022 - RO ******* Customer states the vehicle is losing power.  We performed a timing change repair to the vehicle (Warranty)
  11/16/2022 - RO ******* Customer states vehicle leaking fluid post repair.  Confirmed faulty seal and replaced. (No Charge)
  1/27/2023 - RO ******* Customer states Check Engine Light is on.  Verified concern that there were cylinder misfires requiring replacement spark plugs (customer pay) and coils (warranty).
  1/31/2023 - RO ******* Customer states Check Engine Light is on again.  Verified found residual oil burn from present from previous repair in cylinder 2. Cleaned out and repaired, (No Charge)
  4/21/2023 - RO ******* Customer states Check Engine Light is flashing.  Verified PI1326 code and replaced knock sensor. (Warranty) Performed SC249B Recall
  6/16/2023 - Customer states vehicle is leaking fluid.  Verified Water Pump was leaking antifreeze and replaced under extended warranty. (Warranty) Verified that the vehicle had oil seeping from the around the valve cover and residue around the drain plug area.
  In order to help *** ****** as she had continued issues with the vehicle, we replaced 4 seals at no charge.  Approximately, $300.00 in repairs.

  Current RO ****** * Customer states vehicle is running rough.  Verified concern cylinder misfire replace coil (Parts warranty) and replace spark plugs as they were soaked in oil.
  

  We believe tha* ** ******** vehicle may be burning oil and we advised her to perform a combustion chamber cleaning in her cylinders to attempt to remedy the misfire issue, of which she authorized.
  Her vehicle was completed on 10/26/2023 but has refused to pick up the vehicle and did a request to try and trade out of the vehicle.  She has refused to come in and go through the sales process in selecting a potential replacement.  Her vehicle has damage to most panels (pictures attached), including the unrepaired accident from 6/8/2023, which after reviewing may likely be the cause of her mechanical failures on 6/16/2023.
  
  Also, I need to point out that the mechanical issues started around the time that she used a local Valvoline in May and July of 2022.  We would have no way of knowing if the incorrect oil or filters were used at that time, and that could have begun a slow-moving catastrophic failure over the course of the next few months.
  
  In closing, *** ****** will have a reduction in value for the current cosmetic condition of her vehicle.  We would gladly work with her to try and get her in another vehicle, but to be fair, the vehicle is in fair to poor condition due to the number of major impacts to the exterior of the vehicle.
  
  If she elects to keep the vehicle, we can monitor it for oil consumption and try to work with the manufacturer for future resolution but that is a 4 step 4,000-mile process, that may incur some out-of-pocket expense.  She is also able to get a second opinion from another KIA dealer or go to another dealer if there is a future issue.           
  
  *** ******** vehicle has been complete since 10/26/2023, we will give her until 11/26/2023 to pick up the completed work and pay the authorized work.  After that, we will be forced to have the vehicle removed as we have very limited customer space.  Monroeville KIA is also not responsible for any failures to the vehicle from it sitting on our lot for an extended period of time.
  
  Please let me know if you have any questions or require the Repair Orders.  I can get you the newer ones fairly quickly but the older ones will need brought up from our archives.
  
  Kind regards,
  
  
  John U**
  
  Service Manager
  Monroeville KIA

   

  PLEASE SEE ALL ATTACHMENTS

• Initial Complaint

  Date:08/30/2023

  Type:Product 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 2016 KIA Optima (in 2019) based upon the trust in their advertised KIA promise of a 10 year warranty on 100,000 miles or 10 years on the powertrain. The car's transmission broke down in 2020, with diagnosed transmission failure. The transmission was replaced under warranty but it broke down again in 2023 despite being less than 10 years old and under 100,000 miles.  A replacement should have atleast lasted until 2026 or 100,000 miles. I have taken good care of my car and despite being less than 10 years old and less than 100,000 miles on the car, the replaced transmission broke down again. I took it to my local dealership at less than 100,000 miles, they refused to replace the transmission, and wanted to charge full price of $9,000. It is my assumption that the replaced transmission was rebuilt and was faulty and defective, instead of a new transmission which caused it to prematurely fail. This is why they only gave a 12 month warranty which they did not make clear or to my understanding as the advertised warranty is 100,000 miles or 10 years. I've had sufficient and proper  maintenance, accident and collision free, regular oil changes and tire rotation, and I have not used any contaminated or low quality fuel. 

  Business Response

  Date: 08/30/2023

  To who it may concern,

  When a Kia warranty is transferred to a second owner, the vehicle's 10-year/100,000-mile limited powertrain warranty is swapped for a 5-year/60,000-mile limited powertrain warranty. This warranty provides coverage for vital powertrain components like the engine, transmission, axles, and driveshafts. *** ***** did not purchase this vehicle from Monroeville Kia nor do the records show she purchase a Certified Pre-Owned Kia from an authorized Kia Dealer. We are not aware of any other extended service contracts since we were not the selling dealer. *** ***** may want to check here original records to see if she purchased any additional coverages. I've attached a current Carfax and Warranty Coverage Details from Kia. I recommend she return to the dealership who either installed the transmission or the original selling dealer. 

  In response to this BBB case.  *** ***** came in on 8/23/2023 stating that the transmission is slipping.  The customer approved diagnosis and it was determined that she in fact needs a transmission replacement.  She has an Optima 1.6 liter Turbo that has a dual-clutch transmission, which is very expensive part.  
  
  
  According to the Carfax, she purchased the vehicle in 2019 from a KIA dealer in New York state.  If the vehicle was purchased as a known Certified Pre-owned, it takes the powertrain warranty from 10 years/ 100,000 miles to 5 years / 60,000 miles, unless the customer elects to purchase an aftermarket warranty.  We are not aware if she did purchase any additional coverage.  I cannot comment if she was misled at the time of purchase from wherever she purchased the vehicle from.  
  
  
  She may want to contact the dealer she purchased the vehicle from and verify the terms of her agreement or being the fact that she does maintain her vehicle mostly at KIA dealers in our area, we would advise her to reach out to KIA Consumer Affairs and see if the manufacturer would consider supporting.    

  Happy to help!

  Monroeville Kia
  

• Initial Complaint

  Date:05/25/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** *****y thousands of dollars in transportation until my vehicle is finished again. That is more than six months of being out of a car for a reason that is not my fault. I think that is extremely unfair and inconvenient for a paying customer. I have a small child and I need to be able to get back and forth from work and doctor appointments and to provide food and care for my child and I believe something more should be done to accommodate me because KIA put bad engines in everyone’s car.

  Business Response

  Date: 06/05/2023

  Good morning,

  In response to *** ******* recent BBB complaint, to confirm the vehicle is here and towed in on 5/7/2023.  The vehicle is in-operative due to engine failure under the PI1802 campaign, which extends warranty coverage (parts and labor) for rod bearing failure, past the manufacturer's original warranty regardless of ownership (Repair order attached).  The vehicle was here one other occasion and that was to duplicate key (repair order attached).  I cannot comment on behalf of any other down time of his vehicle at another shop or dealer.  Our process under this campaign, is to extend a 10 day courtesy rental to the consumer in an effort to help them make arrangements.  Any additional expenses would be filed through the KIA Engine Settlement portal, as we are just the dealer assigned to repair and replace (R&R) engine based off geographical/failure location.

  Any additional expense coverage, throughout the R&R process would have to come from KIA USA, and we will provide any supporting documentation at their request.

  I have attached a copy of the Carfax, for prior service verification.  If you require any further documentation, please let me know.

  Regards,

  John U**

  Service Manager 

  ************ **** ****

• Initial Complaint

  Date:12/03/2022

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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,
  
  
  **** *****

  Business Response

  Date: 12/07/2022

  To whom it may concern,

  Sorry to hear that you are having trouble getting through on our direct line. We do experience over the holidays an increased call volume. Our accounting office hours are Monday thru Friday from 9 to 5 and the direct number *************

   

  Sincerely,

  Monroeville Kia