ComplaintsforFiesta Kia

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 18, 2023 my sunroof on my 2023 Kia Sorento blew outward. I had purchased this vehicle in February of 2023. Kia refused to identify this issue even though it has occurred numerous times according to the website, and insisted I go through my insurance. The repair/replacement took approximately 1 month. During the replacement, the sunshade was damaged and they agreed to replace it. On April 23, 2024, I dropped my vehicle off for repair. Fiesta Kia Service Department did not communicate any issues until I inquired. During the replacement of the sunshade, the technician broke a part of the track. This was not reported to me for several weeks. On May 7, 2024, Fiesta Kia finally provided me with a loaner car (Kia Forte). This was not comparable to the Kia Sorento I had purchased. On September 4, 2024, I was instructed to return the loaner car and was given yet another Kia Forte. I requested to see my vehicle and it was in complete disarray. The headliner is completely torn out, the seats have been removed, the visors were on the dash along with the dash screen. There has been no progress done to my car. On September 4, 2024, I was given the option to trade the car in with a substantial down payment and they offered me $13K less for my trade to put me in a new vehicle(2024). I was told that the deal was only good for that day. They also offered me much less than I owe to take the vehicle back which would leave me with a continued payment for a car I would no longer own. I called on the September 5, 2024 with no answer and left a message with the Service Manager. As of September 6, 2024, I still have not had communication as to when my car will be repaired. Meanwhile, I have been paying uninterrupted payments on my 2023 Kia Sorento and driving a Kia Forte. The Dealership has been dishonest, rude and have taken advantage of me, trying to bully me to purchase a new vehicle without acknowledging their errors or showing remorse for poor service or lack of.

  Business response

  09/09/2024

  We are terribly sorry for the inconvenience and time taken to correct this problem. We do own up to the fact that we caused the issue. Unfortunately, parts delay has been a huge issue. We have given a rental vehicle the entire time the customers vehicle has been in our shop. Not once did we try to bully her into purchasing a new vehicle. In fact, we have a text message from the customer asking if she could just trade that car in for another. The car is actively being worked on as discuss with her and will update as soon as it is completed.  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Need a new motor? Get very mad when I call. Over one month in kia shop for repair. without help. Still under warranty.

  Business response

  08/19/2024

  As communicated with the customer, we have inspected the vehicle and found the engine faulty. Kia has approved replacement and engine was ordered. We will get the engine replaced as soon as possible. The customer has been placed in queue based on arrival date.

  Customer response

  08/26/2024

  Complaint: ********
  
  I am rejecting this response because: I would like a car to use while my vehicle is being repaired. 
  
  Regards,
  ****** ******

   

  Business response

  08/26/2024

  As explained to customer numerous times we will get his engine done as quick as possible. The constant harassment by the customer does not help. The only rude remarks were instigated by the customer with racial comments.  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cancelled Warranty contract around 1/26/2024. Waited 12 weeks per cancelation request paperwork. Called Kia and was told they could not do anything since I cancelled with **** auto group directly. Called viva auto and was told to handle with dealership. Talked with Abby 6/24/2024 and was told I would get a check in 2 weeks. Still waiting and unable to get in contact with ****. Left voicemails for callback.

  Business response

  08/12/2024

  This cancallation has already been processed.  The cancellation was processed on 6-25-24.  The refund money was sent to the lienholder,  Kia Finance America.  The cancellation process was not followed, by the customer,  therefore it did take longer than expected.   Once we heard of the issue, we Expedited the normal processing time of 8-12 weeks to help get the customer his refund.   Per policy all cancellation money is sent to the lienholder unless a payoff letter is included in the cancellation packet.  There was not a payoff letter, therefore the lienholder is the payee of all cancellation money.  Please contact Kia Finance America for any further updates.  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Vehicle purchased from Fiesta Mitsubishi on 09092022, , vehicle was traded on 01/12/2024 to Reliable Nissan, 9951 Coors Blvd NW, Albuquerque, NM 87114. A request to cancel this contract Service contract ********* and Theft Protection contract **********, was submitted for refund by/to Fiesta Mitsubishi on 02/14/2024, ****** ******* F&I Manager states it is up to DOWC to process the refund and DOWC states " all refunds are handled by the dealership and can take 30-90 days. If you have any questions or concerns regarding your refund". Neither one will process a refund on what I am owed.

  Business response

  06/13/2024

  The cancellation has been received and is currently being processed.  The customer should receive the refund check in 7-10 business days.  Please note that Theft Protection is a non-cancellable product, however the VSC is being processed.  We apologize for the delay.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I brought my Kia optima in November 2023 as it was in limp mode. The entire process since then has been a nightmare. The follow up from the service dept is practically non existent. I went in person a month ago only to be told the manufacturer is the issue on my repairs and to contact them. I did so, only to be told Fiesta Kia was non responsive to their attempts at a resolution. I’ve reached out repeatedly to the service dept at Fiesta Kia but never get any return phone calls. At this point I just want to know if the repair is covered by warranty or not. If not, I need to make arrangements to get my vehicle out of there. I’ve bought a number of vehicles here over the years and this lack of customer service has been disheartening.

  Business response

  04/23/2024

  I apologize for any misunderstanding. We have performed diagnosis and informed the customer that his car does not need an engine. It has passed the bearing clearance test required for possible engine failure. His car needs a tune up and that was recommended back in December. In fact, we assumed the car was abandoned and was about to have it towed off until her came in about a month ago. He is more than welcome to pick up his car with no charges. 

  Customer response

  04/24/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  I’ve tried to call repeatedly to tow the vehicle out of there.  No one ever calls me back.  I’m fine with moving it from the lot, I just need to know who to reach out to to arrange for this that will be responsive to my calls,

  
  Regards,
  
  **** *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  04/25/2024

  Please have the wrecker driver ask for **** ******* in the service department. Office number is ************. In my absence, any advisor can call me, and I will instruct them on what to do. 

  Customer response

  05/01/2024

  [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,
  
  **** *****

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of purchase 04/14/21 $21,741.31 Used 2017 Toyota Camry SE ********************* Dealership will not complete and submit Lien Release of Vehicle Title in order for Title to be in my name/possession Fiesta Kia has spoken words but not acted upon resolving their mistake Fiesta Kia can: 1. Contact Kia Motor Finance Bank and arrange/submit lien release to me 2. Email me a copy of the lien release ASAP so I can take it to the Texas DMV to get my title 3. Pay $2000 fee for inconveniences (borrowing money to purchase a replacement vehicle, denial of insurance company total loss payment while unemployed, loss of time on phone calls, voicemails, emails, filing BBB complaint, and stress) due to delay of finalizing and receiving lien release in a timely manner Fiesta Kia have not resolved in ~2.5 months

  Business response

  04/05/2024

  This has been handled.  The lien release has been received from Kia and the title has been processed.  

  Customer response

  04/05/2024

  [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,
  
  ******* ******

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2022 vehicle was towed there on 9/22. They claim they will not be able to look at the vehicle until Wednesday 9/27. I asked for a loaner vehicle and was told they do not have any. I have children who are going to be truant and babies who have missed medical appointments.

  Business response

  09/26/2023

  I have spoken with the customer a few times in the past 2 days. We are actively diagnosing the concern and have put her car ahead of others to try and help out. We currently do not have any available loaners and do not pull inventory off the line for such. Any reimbursement for out of pocket would be between the customer and Kia Consumer Affairs. We will notify the customer as soon as we have more information. 

  Customer response

  09/26/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The car has been being “looked at” since 9/25 at 10AM, two full days, and still no update. I was promised a call with an update this afternoon and nobody called. When I called before 5pm today, ****** in service said the manager & **** were both gone and he couldn’t get any information on my vehicle. I asked, “don’t you all use the same system—how can you not tell what is going on with my car?” I even asked, “so, if God forbid, **** were to die, I would never be able to find out what happened with my car!?” I am not expecting it to be repaired by now, just an update on the diagnosis, as well as a loaner vehicle or car rental coverage (not the measly $44/day suggested as not guaranteed but “possible reimbursement” when even the cheapest compact vehicle car rental costs twice that amount, not to mention the exact same size replacement vehicle to carry 8 passengers costs $800/week). The cheapest compact vehicle runs $80/day after a call to **********. 
  
  This when I called, I was threatened by the service manager, **** *******. He said he would be “taking pictures of the trash and an empty bottle of alcohol from the vehicle and thus I WOULD NOT be getting any loaner vehicle.”
  
  First of all, (not that it is any of his business) but we take all our glass bottles to the community recycle bins in our vehicle (when sometimes with 6-7 people in the vehicle, the bottles break through the plastic bags or fall out of the bags and slide under the vehicle seats). To then claim you are NOT going to offer a loaner vehicle based on your personal biased judgment, and threaten a customer, is COMPLETELY UNPROFESSIONAL. 
  
  Online reviews specifically mention repeated multiple complaints about abusive and inappropriate behavior from **** *******, the service manager. Obviously this is a pattern of behavior and Fiesta Kia needs to address this mentally unstable employee who should clearly not be working with the public.
  
  Kia Consumer affairs national contact center agreed this was unacceptable and that I might need to take my vehicle for a second opinion elsewhere when I brought up potential concerns of trust in Fiesta Kia about the work being done if the service manager is behaving this way. 
  
  The west side ***** *** service department (with different owners), mentioned they are backed up 3-4 weeks because of all the vehicles they are having to take from Fiesta Kia. He was not at all surprised when I mentioned abysmal customer service at Fiesta Kia. It is obviously a well-known fact and ***** *** has been picking up the slack for Fiesta Kia for some time now. ***** *** was very professional and explained everything honestly, whereas Fiesta Kia never answers the phone (even for Kia Consumer Affairs), and seems to not be honest or upfront about anything, just improperly judge and blame the customer with abusive unprofessional behavior.
  
  When customers purchase brand new cars, they expect them to be reliable. I didn’t realize having a year old car I needed to have a backup plan or some way to even get my children to school or medical appointments when my brand new only vehicle would be out of commission for weeks. I understand vehicle inventory is low, but when that is the case Kia should be covering 100% of a car rental, not a dismal portion of the car rental cost. 
  I have an infant with a possible UTI that I cannot even get in to see a doctor because of this. I have had to cancel multiple medical appointments already with no end in sight to even know when they can be rescheduled. 
  
  Regards,
  
  ********* *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  09/27/2023

  I am sorry for the lack of communication. When I spoke with Ms. *******, I confirmed that **** indicated it would be Wednesday before we looked at it. Fortunately, we were able to get it in the shop Monday but having difficulties diagnosing her concern. We were working diligently to troubleshoot in between other cars that were previously committed. During the conversation with Ms. *******, she was extremely upset and would not listen to what I was explaining. During which I did explain that we did not have any loaners available. I did indeed speak with Kia Consumer Affairs when they called and informed that I did not have a diagnosis and did not have a car to loaner her but if they wanted to reimburse her for rental that was at their discretion. The customer did have the Carnival towed off this morning. 
  
  
  

  Customer response

  10/02/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  After my vehicle being “up on the rack looked at for diagnosis” for THREE days at Fiesta Kia, there was still no diagnosis. ***** *** only took 6 HOURS to diagnose what Fiesta Kia could not or was being dishonest about. 
  

  Fiesta Kia service department is clearly unprofessional, not communicative, lacking properly trained mechanics, or dishonest. Maybe a combination of all? Either way, not a good way to run a business. 
  
  Regards,
  
  ********* *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/23/2023, I went looking for a truck. I had a 2017 Chrysler. I owed 11 ,000 on it. I went to Fiesta Auto Group to look for a truck. They exchanged my vehicle for a 2016 Dodge Ram 1500 which was advertised at 14,000. The brake light went out after two days. I took it in for the brake light; it took them a week or so to fix it. I showed them a crack on the bottom that was hidden by the windshield wiper. They said it was not their fault, and I let it slide. Then I found that the AC did not work the next day. They said it was my fault. I paid $200 and then $250 to have them fix the AC. They said they would pay for the other half of the AC repair, which would come to about $1000 or so. I had it a day and the engine light comes on. I have not had the car since then, which was about 2 weeks ago. They were going to sell me the vehicle for $14,000 and had 11 ,000 left to pay off my Chrysler. Then they said I would owe them about $30,000 because the bank added more to finance the truck. I have talked to the manager who said it would either be 15 days or 500 miles, and so the warranty would not cover the rest of the repairs. They said if I went through a lawyer, I would not have a chance. Yesterday morning, April 25, they said they were still waiting on a part which they said they would cover because it is part of the motor.

  Business response

  06/02/2023

  Customer vehicle has been repaired and returned to customer since 5-3-23

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our 2023 Kia Niro was involved in a minor accident in November 2022. Our insurance company Farmers Insurance approved the body shop ******* *********. Once ******* completed the body work in January of 2023, they sent the vehicle to Fiesta Kia because it needed some replacement parts. One of those parts is an oil pan with a sensor. That part has now been ordered 5 times by Fiesta Kia and every time they have received the wrong part. They have opened a claim with the main parts center for Kia in Korea, but have still been unable to get the right part to repair our vehicle. We have asked them to provide us a loaner car which they have declined, and when my wife went to the dealership a couple of weeks ago to retrieve some personal items from the vehicle, she observed that there is another new Kia Niro on the lot, that I assume has the part we need for our vehicle to be repaired. We purchased the car only several weeks before it was involved in the accident. And we are anxious to get our new vehicle back in working condition. Fiesta Kia and their North American consumer advocate group has not communicated well with us during this process. It is always up to us to call to get an update, no one there seems to care about our problem.

  Business response

  04/03/2023

  thanks for the email.  We are at the mercy of the manufacture for the correct part to fix the issue from the accident that the customer was in.  I am unable to provide a loaner to anyone at no charge and certainly can't take parts off a new car to fix a customer car.  The issues with the car are unfortunate but other than the repair from the crash damage that insurance would be paying for we can not assist further with a loaner or part from a new car.  We will work hard to communicate better with the customer on the status and repair to the vehicle.

  thanks  

  Customer response

  04/04/2023

  Complaint: ********
  I am rejecting this response because: I understand they are trying to get the right part and are at the mercy of the manufacturer, but at this point it seems unacceptable to sell us a vehicle that they can’t adequately repair. This is a brand new car that has not moved for over three months because Kia is for some reason unable to locate the correct part to repair it. We expect it to be fixed within the next couple of weeks or we will be looking into legal action. Is the BBB able to help us with pointing us in the right direction to an attorney that can assist with this?

  If you think this response is not appropriate, I would appreciate being informed and told why.

  Regards,  ***** *****

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint ID # ******** was sent to Kia America Inc. (Not to Fiesta Kia) I have a paid receipt from fiesta kia stating services were performed. These services were not performed. All attempts made to have fiesta kia rectify the error were ignored. I preordered a part that was not installed. I paid for an oil change that was not completed. $75.99 collected from *******, 4/27/2022. I had made two trips to this store $188 just in milage. The harm done goes beyond not performing the requested services - damage done includes efforts to rectify and correct all errors. refund should be issued to accommodate. customer #******

  Business response

  04/12/2023

  we have no reason to believe that the oil change was not preformed.  our records (the Repair Order) shows an oil change completed as requested. 

  Customer response

  04/14/2023

  Complaint: ********
  
  I am rejecting this response because:   My concerns were not addressed.  The company did not perform an oil change and did not perform the recall service.   This is documented by another dealer having to perform the same services.   I do not have a phone and do not conduct business over the phone.  I have informed this very dealership, corporate and other dealerships I do not have a phone contact do not request I call.   The fact that the company has no indication the work was not performed does not address the FACT the work was not performed or address the receipts of another dealership performing services Albuquerque dealership did not do.   **is a problem.   I did not get services requested completed in Albuquerque had to go to another dealership outside of this COUNTY  to be informed services not completed and given the documentation.  There has been a violation of my consumer rights - NM and Federal laws rules and regulations have been broken.  Fiesta KIA of Albuquerque is deceiving its consumers and/or documenting work NOT DONE- relying on such action is fraud.
  
  ******* *******

   

  Business response

  04/14/2023

  Sorry you feel that way.  It appears that the complaint is not resolved in the eyes of the customer and they should find another facility to preform services at moving forward.  

  Customer response

  04/14/2023

  Complaint: ********
  
  I am rejecting this response because: The response does not address the problem.  Services were not provided as I have disclosed the documentation.  the employee response tarnishes the Dealership reputation and indicates the fraudulent activities that are scamming the consumer.  NOT performing services on Brand new vehicles is unacceptable.  NOT going back to Fiesta Kia is a given.  Reporting this to the BBB and other regulatory agencies shall shed light on the wrongdoings and shady actions of Fiesta Kia Albuquerque employees.  In no way will 'moving forward' and/or not going back to Fiesta Kia Albuquerque rectify damage done to the brand new vehicle.
  
  
  
  Regards,
  
  ******* *******

  
  

*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. ↩