Arapahoe Kia

Complaint: [redacted] I am rejecting this response because: so they ripped me off still I have leeks in my garage you can see on the engine so basically I am [redacted] that is so not fair I can't even drive my car far I am scared it will break down aim not happy with kia ! it is going to cost me a lot of money that I don't have not happy with kia at all Sincerely, [redacted]

Regarding the complaint by [redacted] First off, the vehicle was sold strictly "As Is - As Equipped" as signed on all documents including that there were no "verbal" promises madeI have included the signed documents The customer was informed that the vehicle went through a basic road-worthy check to ensure that it was safe to operate The customer called back to say that several days later to say that it had major oil leaks and the temperature gauge would fluctuate We set an appointment in service and inspected the vehicle and found no major oil leaks and the temperature gage was not acting up We performed this inspection free of charge The customer then called in January, to her salesperson, and stated that another mechanic said she had a blown head gasket We set an appointment and performed the following tests: - Tested the coolant system for leaks and pressure tested...the system passed - Performed a block test for head gasket and/or intake manifold leaks...the vehicle passed - Cleaned the undercarriage and added dye to check at a later date for any other leaks, informed the customer to call back and schedule an appointment if she saw any leaks - Road tested the vehicle and it never overheated and the temperature gage had operation All of this work was performed, free of charge, as a "good will" effort to help our customer We are not sure what this other mechanic is telling her but the vehicle was running properly at the time of test-drive and sale and it has not failed during our mechanic's inspections The mechanic gets paid no matter who pays for the work so it is in his best interest to find something wrongWith that said, we have gone above and beyond in the name of good customer service Sincerely, Dustin MPew, General Manager

To Whom It May Concern,In response to the complaint filed by [redacted] ***...we have processed the requested cancellation of the extended service contract in the full amount of the purchase price of $2,without charging any fees to do so We had no intentions of delaying, stalling or dismissing [redacted] ***'s cancellation Once we received the refund from the service contract company, we issued that check on 09/19/and sent it to the [redacted] address for refunds.As soon as she came in and brought to our attention that the refund had not been paid to her bank, we put a stop payment on the check issued last year for [redacted] ***, reissued a new check and sent it to the address requested by the customer This check has cleared our bank as of 03/22/and posted to her account Although the delays were beyond this dealerships control, we apologize for any inconvenience this may have caused.If you have any further questions you may contact us at [redacted] .Sincerely,Arapahoe Kia

Initial Business Response / [redacted] (1000, 10, 2015/11/27) */ Re: Complaint #XXXXXXXX Mrs***'s vehicle was dropped off the afternoon of October 28, to repair a transmission leak in which a seal was to be replacedOur Service Department did have an internal issue that delayed starting the repair to her vehicle, for which we offered her a rental vehicle at our expensePer company policy, we pay for rental expense onlyWe do not pay for fuel used nor any supplemental insurance the customer opts for, or any damages incurred to rental vehicle while customer is in possession of it When we did the repair to the customer's vehicle, the leak remained therefore causing us to take the transmission out againAt this point it was determined that the transmission was going to have to be replaced and the process for the replacement began which includes having to get pre-authorization from KIA technical support and our KIA district manager before the transmission can be orderedWe did so as quickly as possible and replaced the transmission I spoke with Mrs [redacted] on 11/20/about her issues with the length of time the vehicle was down and our issues that originally delayed the start of repairI explained that due to our corporate policy I could not refund her for the cost of the supplemental insurance she opted for with Enterprise, but that I would give her an in store credit to try to help out with this issueAs of 11/20/the customer has a $credit to be used in our service and/or parts departments David Greene - Service and Parts Director - Arapahoe Kia Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) My vehicle sat in the lot at Kia for 1/days before it was ever looked atIf it were not for the failings of Kia I would not have needed a rentalAlso if Kia and Enterprise had given me the information regarding "Corporate Policies" I would not have made the choice that I didSo, due to their failings I am financially impactedThats fair, right? NO! This is the second time I have been jerked with at this dealerMy "free" oil change cost me %bucksOh but I got a credit for that tooDO NOT GO TO ARAPAHOE KIA! They accept responsibility for nothing and issue credits so you are forced to return to themOn a previous experience I waited minutes just so they could hand me a fob that was already there and they waited days to call and say was inSeriously not a single good experience at this dealership

We are sorry for the lack of communication between the departments involved. Our service manager is dealing directly with the customer and Kia to expedite the repair. We will make every effort to ensure proper repair and communication on a very complicated electrical repair of this
Hybrid

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*** *** *** *** *** RE: Revdex.com Complaint ID: *** To Whom it may concern, In regards to complaint ID: ***, the vehicle was towed into Arapahoe
Kia Service Department on 1/08/with miles on the vehicle and the complaint of a engine head gasket leakingPrior to coming to our facility a Kia dealer in Racine, Wisconsin replaced the same head gasket and the intake manifold as well on 1/23/at milesThis prior repair was covered by the extended service contract the customer purchased from Fidelity WarrantyNormally there would be a month, 12,mile parts warranty on the repairs from Kia, but in this case there is a problem with the prior repair that nullifies thatIn the prior repair, the cylinder head bolts were not replaced, and according to Kia's repair procedure for this particular repair it is stated to "always replace cylinder head bolts"Initially when we received the vehicle, we began to check out the issue, and Fidelity was contacted We were advised that the customer had to approve tear down (which is practice) and we then contacted the customer to get approvalUpon approval from the customer, we began teardown and we contacted Fidelity again to let them know it was ready for their inspectionIn the meantime, I contacted our Kia representative to advise him as to what was going on with this customer's vehicle, and also contacted our Fidelity representative for this region to let him know of the situation and ask him for help with the situationThe inspector then came to look at the engine and requested further teardown of the engine because our technician told him he suspected that the lower end of the engine may have been damaged from the failure of the head gasket and that he did not feel comfortable repairing just the head gasket at this timeWe then disassembled the engine further and contacted them again for inspectionThe inspector came out and did his assessment and a short time later we were notified by Fidelity that they were not going to cover the repair as it should be covered under the 12/Kia parts warrantyAt that point I again contacted our Fidelity rep to ask for assistance and also contacted the other dealership to find out if there was any other repair history for this vehicleAt this point, Fidelity once again denied assistance, so I then started the procedure for getting the 12/warranty approved which first involves contacting technical support to get an approval for engine replacement and once that is completed, contacting our regional Kia rep for his approval for engine replacementWithin that process, Kia declined assistance due to the fact that the cylinder head bolts were not replaced when the original head gasket repair was completedAt this point, I contacted the customer and let her know the situation and advised her that she needed to contact the prior dealer as all parties involved at this point were placing the blame for the engine issues on them She did so, and also contact Kia and opened a consumer case with themAs of yesterday (2/16/2016) I was contacted by the General Manager from the prior dealership inquiring of the situation and what it would take to remedy the situationI have since tried to contact him yesterday afternoon and again today with the estimate for the engine replacement for the customer's vehicleI have also contacted the customer to update her of this as wellUnfortunately for the customer, she has been in a rental car since 1/8/and at this point has had no resolution to her issue with her vehicleAs far as Arapahoe Kia is concerned, I have vowed to take care of rental car expenses incurred for any time that we may have contributed to delaying her vehicle repairsI believe this entails about days or so for various reasonsAbove and beyond that, all other delays are due to the time it takes to go through the processes necessary for approval from Fidelity, Kia and the prior dealership involved in this situationI personally have been looking over this situation for some time and am doing everything in my power to expedite getting a resolution to the customer's situation David Greene Service and Parts Director Arapahoe Kia 303-874-

To Whom It May Concern,In response to the complaint filed by [redacted]...we have processed the requested cancellation of the extended service contract in the full amount of the purchase price of $2,212.00 without charging any fees to do so.  We had no intentions of delaying, stalling or...

dismissing [redacted]'s cancellation.  Once we received the refund from the service contract company, we issued that check on 09/19/16 and sent it to the normal [redacted] address for refunds.As soon as she came in and brought to our attention that the refund had not been paid to her bank, we put a stop payment on the check issued last year for [redacted], reissued a new check and sent it to the address requested by the customer.  This check has cleared our bank as of 03/22/17 and posted to her account.  Although the delays were beyond this dealerships control, we apologize for any inconvenience this may have caused.If you have any further questions you may contact us at [redacted].Sincerely,Arapahoe Kia

Initial Business Response /* (1000, 10, 2015/11/27) */
Re: Complaint #XXXXXXXX
Mrs. [redacted]'s vehicle was dropped off the afternoon of October 28, 2015 to repair a transmission leak in which a seal was to be replaced. Our Service Department did have an internal issue that delayed starting the...

repair to her vehicle, for which we offered her a rental vehicle at our expense. Per company policy, we pay for rental expense only. We do not pay for fuel used nor any supplemental insurance the customer opts for, or any damages incurred to rental vehicle while customer is in possession of it.
When we did the repair to the customer's vehicle, the leak remained therefore causing us to take the transmission out again. At this point it was determined that the transmission was going to have to be replaced and the process for the replacement began which includes having to get pre-authorization from KIA technical support and our KIA district manager before the transmission can be ordered. We did so as quickly as possible and replaced the transmission.
I spoke with Mrs. [redacted] on 11/20/15 about her issues with the length of time the vehicle was down and our issues that originally delayed the start of repair. I explained that due to our corporate policy I could not refund her for the cost of the supplemental insurance she opted for with Enterprise, but that I would give her an in store credit to try to help out with this issue. As of 11/20/15 the customer has a $210 credit to be used in our service and/or parts departments.
David Greene - Service and Parts Director - Arapahoe Kia
Initial Consumer Rebuttal /* (3000, 12, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My vehicle sat in the lot at Kia for 4 1/2 days before it was ever looked at. If it were not for the failings of Kia I would not have needed a rental. Also if Kia and Enterprise had given me the information regarding "Corporate Policies" I would not have made the choice that I did. So, due to their failings I am financially impacted. Thats fair, right? NO! This is the second time I have been jerked with at this dealer. My "free" oil change cost me %0 bucks. Oh but I got a credit for that too. DO NOT GO TO ARAPAHOE KIA! They accept responsibility for nothing and issue credits so you are forced to return to them. On a previous experience I waited 30 minutes just so they could hand me a fob that was already there and they waited 3 days to call and say was in. Seriously not a single good experience at this dealership.

Regarding the complaint by [redacted]...
First off, the vehicle was sold strictly "As Is - As Equipped" as signed on all documents including that there were no "verbal" promises made. I have included the signed documents.
The customer was informed that the vehicle went through a basic...

road-worthy check to ensure that it was safe to operate.  The customer called back to say that several days later to say that it had major oil leaks and the temperature gauge would fluctuate.  We set an appointment in service and inspected the vehicle and found no major oil leaks and the temperature gage was not acting up.  We performed this inspection free of charge.  The customer then called in January, to her salesperson, and stated that another mechanic said she had a blown head gasket.  We set an appointment and performed the following tests:
- Tested the coolant system for leaks and pressure tested...the system passed
- Performed a block test for head gasket and/or intake manifold leaks...the vehicle passed.
- Cleaned the undercarriage and added dye to check at a later date for any other leaks, informed the customer to call back and schedule an appointment if she saw any leaks.
- Road tested the vehicle and it never overheated and the temperature gage had normal operation.
All of this work was performed, free of charge, as a "good will" effort to help our customer.  We are not sure what this other mechanic is telling her but the vehicle was running properly at the time of test-drive and sale and it has not failed during our mechanic's inspections.  The mechanic gets paid no matter who pays for the work so it is in his best interest to find something wrong. With that said, we have gone above and beyond in the name of good customer service. 
Sincerely,
Dustin M. Pew, General Manager

Complaint: [redacted]
I am rejecting this response because: so they ripped me off still I have leeks in my garage you can see on the engine so basically I am [redacted] that is so not fair I can't even drive my car far I am scared it will break down aim not happy with kia ! it is going to cost me a lot of money that I don't have not happy with kia at all.
Sincerely,
[redacted]

In response to the complaint filed,The dealership has the documents that both parties signed.  The issue at the forefront of the complaint is untrue.  It was never stated that the accident was minor.  The customer signed a document, prior to signing final papers in finance, that the...

vehicle had an accident that was repaired by a body shop.  The dealership disclosed this even though the Carfax stated no issues.  Also, the customer signed that everything promised was in writing and that there were no other verbal promises made.The current Carfax shows accident damage and airbag deployment.  It does not show any frame damage.  The repairs were properly completed and the customer hasn't had or complained of any issues since delivery, over 3 years ago.  The customer states that her husband, who works at the dealership she tried to trade it said is worth nothing.  This is not true or accurate.The dealership properly disclosed the accident repair and the customer purchased the vehicle well below book values in consideration for the repaired accident.This has been relayed to the customer.  Nothing further is owed.  If the customer is seeking legal action, all further communications will proceed through our legal department. Arapahoe Kia