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Discussion Starter #1
Any other K900 owners out there to commiserate with?
We bought a k900 March 9, 2015 at Larry H Miller Kia in Denver and its been in the shop 26 days at this point, more than 3 of 5 weeks we've owned the car. My husband is a 100% disabled vet and we searched a long time to find a car that doesn't aggravate his back and other combat injuries. We loved the K900 the few days we had it.

Soon after we took delivery, when in reverse and the steering wheel turning, there was a groan or a loud shudder that shook the entire car. After talking to about 10 people from Kia Roadside Assistance and being promised VIP treatment and KIA VIP coordinated with Cottonwood Kia in Albuquerque, we took the car to Cottonwood Kia, about 250 miles from us in the Las Cruces area. When we arrived, they seemed to have never heard we were coming in. They kept it two days and said nothing was wrong, so nothing was done. The GM drove the car home and couldn't duplicate the problem.

We had the same problem happen several more times in the next few weeks and so Kia Consumer Relations (note not anything close to Customer Care) had the car put on a flatbed to go back to Cottonwood Kia in Albuquerque. They had it a day before anyone called to say it had gotten there OK. After 10 days they drove it back to the Las Cruces area, 250 miles, and sent a Factory Rep/Mechanic from Phoenix over to drive with us. We duplicated the problem within minutes, the 2nd time we backed the car up. Apparently, the GM and service dept at Cottonwood Kia doesn't use the parking brake although that's required per the owners manual. The problem was/is the parking brake not releasing the rear wheel, which is why the car shudders like someone has hit you.

We were assured the car would be flatbedded back to Cottonwood Kia. It wasn't. Again, no communication for more than a week, then we were told the necessary part was ordered but was the wrong part so now the correct part was going to be overnighted. Once the part arrived, Chuck, the Service manager at Cottonwood Kia said the part was "really hemmed in" and would need days to repair.

Yesterday, they brought the car back to Las Cruces, almost 600 miles are on the car since we turned it over to the tow truck on April 6. My husband drove the car before accepting it yesterday, but with those soundproof windows and doors closed and in a race to get the rental car back before 6pm. (Chuck, at Cottonwood Kia misled us about the car leaving the dealership and the tow truck driver said he had to wait over 2 hours for someone to sign off on the car leaving the dealership.).

This morning, as he was pulling out, looking forward to driving the car, the rear passenger wheel grates like a disc being dragged. It grates forward and backward. I'll attach the video as soon as I figure that out.

This car surely had latent defects when we bought it and we now have a new $70,000. car that has disassembled and improperly reassembled in the service dept.

Anyone else?
 

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K900, Honda Ridgeline, Toyota Prius
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Discussion Starter #2
more on the k900 nightmare

Oh, and the car was returned from Cottonwood Kia with two deep one inch long gouges in the paint on the front of the hood, about a foot from the KIA emblem. The tow truck driver took pictures when Cottonwood Kia released the car to him, to protect his company.

This would all be unbelievable if it weren't all true and what we have been going through since buying the K900.

After talking to 17 people to get the failed repairs and abuse of our vehicle so far, our only contact is someone named Mandyjay Strauss, who's only other work experience is selling clothes at Nordstrom. Everyone from Kia calls with an "Unknown" or "No called ID".

We have asked repeatedly to speak to Ms. Straus' supervisor and she has refused. "I can't offer you another level." !!!

If you have any other high level contact at Kia, please advise.
 

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1985 Subaru Loyale (wagon), 2000 Kia Sephia (sedan), and 1969 Mercury Comet (coupé)
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K900, Honda Ridgeline, Toyota Prius
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Discussion Starter #4
Yep, agree we might have to do that. My husband has a lot of combat-related medical issues and this car was supposed to be something to help him be able to leave the house more comfortably. We're not wealthy and this was a stretch for us.
I'm hopeful we can get in touch with someone at Kia who can resolve this.
 

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K900, Honda Ridgeline, Toyota Prius
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Discussion Starter #5
K900 nightmare continues

We're waiting for the tow truck again. It was supposed to be here an hour ago but Kia Premium Roadside service apparently didnt make the correct order from our call yesterday. So, we're waiting another hour or so. Dealing with a K900 is getting to be like dealing with the Veterans Administration.

We took detailed pictures again, before the towing, and in addition to the paint gouges on the front down to the metal, which happened while in the care of Cottonwood Kia, we found interior trim left uninstalled and laying on the floor and wadded candy wrappers under the seat. Nice way to treat customers, Cottonwood Kia.

Any other K900 owners out there with similar experiences? I wouldnt wish this disaster of a car on anyone else, but I have to wonder if all K900 owners are treated the same?
 

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Any other K900 owners out there with similar experiences? I wouldnt wish this disaster of a car on anyone else, but I have to wonder if all K900 owners are treated the same?
I don't expect that this dealerships poor service is model specific.

You should make it clear to them what your expectations are, the time frame that you expect this, and that your next step will be Kia corp. - have them agree and follow up with an email stating the same to keep a written record.
 

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sincerest sympaties to you about your nightmare experience re k900. i drive an 08 amanti with a blower fan system that offers no fuse protection which results in blowing the field resistor ( 3 times), at 100 dols a pop. the dealer will do nothing but offers to change the blower motor for 750.00. it is a factory defect. in my experience, kia will listen but do nothing for you. they are very tough on their dealerships. they will only make improvements on next years model. good luck. BTW the k900 is a beautiful looking car.
 

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2015 Sorento
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...We took detailed pictures again, before the towing, and in addition to the paint gouges on the front down to the metal, which happened while in the care of Cottonwood Kia, we found interior trim left uninstalled and laying on the floor and wadded candy wrappers under the seat. Nice way to treat customers, Cottonwood Kia...
Your saying though the issue is with the back end outside the car, they took off unneeded interior trim left it off inside your car and then ate candy only to throw the wrappers under your seat...? This sounds soo weird.
 

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K900, Honda Ridgeline, Toyota Prius
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Discussion Starter #9 (Edited)
Yep, it's a beautiful and comfortable car - when the braking defect doesn't seem to be a safety hazard that might harm you or your family.

Well, that Cottonwood Kia dealership is the nearest K900 certified dealership so that's the one we gotta have it taken to unless we or they will take it even further away. Not all Kia dealers can sell or service a K900.

Eyeballface: I can't explain what they did to put over 600 miles on our car or why loose trim and candy wrappers were left in the car to fix a parking brake problem. It already feels like I work for Kia instead of enjoying the product we thought we bought and that is what's really weird, or maybe really outrageous.
 

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Discussion Starter #10
ron1004: thanks for your commiseration. We were glad it was going to Cottonwood Kia at first, based on reviews we'd seen. We would have bought this car from them if they had the color/package we wanted. Instead, even after KIA VIP line made the first service appointment with them, and we went over the problem in detail, and explained that we were dropping it off early AM for their convenience 'cause we had a tight schedule, it was like Keystone Cops when we arrived. Someone took the loaner out to get gas and was gone an hour while we waited. The first service rep we talked to was a tech, not the Manager, Chuck. We had talked to both of them the previous day but they didn't remember anything we discussed with KIA VIP on the 3-way call. Makes me wonder who is writing those reviews ...

We are trying to get resolution but with only verbal comm to the service dept, and days without a reply from our 'handler' in Irvine, Mandyjay Strauss, KIA seems going out of their way to make communication difficult.
 

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ron1004: thanks for your commiseration. We were glad it was going to Cottonwood Kia at first, based on reviews we'd seen. We would have bought this car from them if they had the color/package we wanted. Instead, even after KIA VIP line made the first service appointment with them, and we went over the problem in detail, and explained that we were dropping it off early AM for their convenience 'cause we had a tight schedule, it was like Keystone Cops when we arrived. Someone took the loaner out to get gas and was gone an hour while we waited. The first service rep we talked to was a tech, not the Manager, Chuck. We had talked to both of them the previous day but they didn't remember anything we discussed with KIA VIP on the 3-way call. Makes me wonder who is writing those reviews ...

We are trying to get resolution but with only verbal comm to the service dept, and days without a reply from our 'handler' in Irvine, Mandyjay Strauss, KIA seems going out of their way to make communication difficult.
I sure hope that you get it sorted to your satisfaction promptly, but in the event that it drags on, you would be in a much better position if you had written communications, and it would also be good to keep a diary/log.
 

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Discussion Starter #12
So we've had some written communications, but can't get a typical service order for the repairs ...

We had the car one day before it was towed back to Albuquerque. We couldn't drive it that day and were waiting for a reply from Consumer Affairs, Mandyjay Straus. The next week, May 4, Kia sent an FTR to look at the car and we were told, via email:

"During the installation of the electronic parking brake, it was determined that the rear brake backing should have been replaced.
The rear brake backing plate is being replaced and will be installed by our Field Technical Representative.

So, the car spent most of April (April 6-28) at Cottonwood Kia and they replaced the electronic parking brake AND noticed the rear brake backing plate should have been replaced but they did NOT do that brake repair as well. Given the new mileage, someone drove the car over 600 miles (RT Las Cruces to Cottonwood Kia plus joy rides) while the brake problem was partially repaired.

Next, we get an email from Mandyjay strays, "While our Field Technical Representative was performing the repairs, he noticed a missing linkage and a bent bracket underneath the vehicle. Although we have no way of knowing how or when this condition occurred, we have replaced the linkage and bracket."

This car has been in Kia possession for most of the two months we've owned it and more is wrong every time it goes in for repairs.

We said paint patches were unacceptable and we objected to any paint repairs but Mandyjay Straus sends us an email saying, "The body shop has picked up the vehicle to perform the paint repairs."

The car was brought back to the nearest Kia dealership, Jack Key Kia in Las Cruces, last Saturday. There is paint overspray on the rear window, on the driver rear tail lights, and on the gasket around the hood, where the scratches were after being released from Cottonwood Kia on April 28.

So, we go to pick up the car and there is NO service order, nothing saying what was actually done, nothing. At that point we learn Cottonwood Kia became Pitri Kia last Thursday, May, 7, 2015 while the car was in their possession. Just a name change because everyone is still there in the same roles. It took an hour or more and a service technician finally took a picture of mostly blank handwritten service order and used his personal phone to send us what there is of a mostly blank, handwritten service order. It says something on the suspension leveling was also repaired.

(Almost) Funny, there's a sign at Jack Key Kia that says, "the job isn't done until the paperwork is done." Our thoughts exactly.

Aren't we entitled to a service order tied to the VIN, days in/out, mileage in/out, and what was done? Anyone else getting this abysmal service on their K900?
 

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Aren't we entitled to a service order tied to the VIN, days in/out, mileage in/out, and what was done? Anyone else getting this abysmal service on their K900?
You need to insist on this type of thing, because if this becomes a Lemon Law case, this detail will be vital for your case.

They need to correct their shoddy paint job.

Shocking service that you've had from all Kia personnel that you've dealt with - you should really look at an alternate service place.

Let Consumer Affairs know that you've gone public here and plan to do so in other media forms.

It would also be wise to consult a lawyer.
 

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Hi. I don't have a k900, only a lowly forte ex, however, I went through the same type of situation. Similar treatment from dealership and ridiculous behavior overall.

Our brand new car was at the service department for literally months. They kept sending it back saying nothing was wrong. Meanwhile adding tons of miles to it "testing", and ruining one of my speakers by blasting music too loud (which they would inevitably forget to lower before returning it, as well as leaving the radio tuned to some EDM channel).

I told them when I first brought it in that I troubleshoot systems (from small computers to huge server racks and proprietary industrial controllers) for a living, and I can say I'm 95% sure it's a problem with the in-car computer, specifically it's I/O section. They disregarded that, telling me these new models are almost totally computer controlled and they haven't heard of one malfunctioning brand new like that.

Symptoms were very strange and spread across many components, which is why my computer diagnosis made sense. How often does a brand new vehicle have simultaneous issues with transmission (gears suddenly refuse to shift in automatic, causing car to run very high RPMs if you're not careful; also suddenly slipping out of ANY gear, so that the engine is just running with no traction) cabin lights, anti lock brakes (engaging in situations they shouldn't. Slowing down in a controlled manner, not ready to totally stop, and suddenly boom boom boom. U feel the ABS system engaging. Dangerous and scary) gas mileage abysmal (18mpg while driving in the "Eco" zone the whole time) and many other weird things.

So they jerked us around until I was really fed up. They finally got some tech guy from their Arizona (I believe that's the state) main facility, and they helped the local guys diagnose it. Now, in all, the car was in the shop for 4 months total, on and off, spanning 9 months! We took it in after 2 months of ownership (our daily commute is 4.7 miles So issues didn't seem chronic at first). After 9 months of nonsense they let me know they found the issue. BENT PINS ON A CONNECTOR LEADING INTO THE COMPUTER, causing sporadic contact etc.

Now they cleverly never put that in writing. In fact, a nice girl who worked there, and I had gotten to know, told me privately what the issue was. They tried to tell me it was something to do with a sensor that had to be replaced. I guided the conversation a certain way until I got the mechanic to admit the computer's port had a problem, likely from the factory. Had to be careful as I didn't want that girl to get in trouble.

Anyway they wanted us to just take the car back. After adding thousands of miles driven while the computer was making totally wrong calculations about lots of things. Who knows what damage was done. It certainly idled much louder and rougher than before and they also had BROKEN parts of the indoor TRIM. as well as lost part of the console cover, and scratched the outside in a few places.

They wouldn't help. So I researched lemon law in my state and found I actually could pursue that. But I decided to try the company first. Got ahold of several VP's email addresses (my wife's idea. Brilliant) and proceeded to tell them precisely what had happened to me. Especially focusing on vp of consumer relations, I believe the position was called. Anyway, after a month of emails and calls back and forth to a California office of theirs, they worked it out with the dealership to give us a brand new forte from the next years stock (it was their only choice. They were sold out of the color I had in that year's model, and I refused to take another color, and new cars delivered in 2 months from then).

So a couple months later we signed some papers, and I got a 2011 replacement forte and gave back my 2010 model. It has treated us very well for 5 years now. Well, this last year it developed a LOUD creaking and knocking sound related to the steering column/axle assembly or something related. I am not a car mechanic so don't know the terminology. But the engine etc has been excellent.

I still hesitate to go with Kia next time simply due to the substandard servicing and support we received. But it's hard to argue with the features per dollar that you get with Hyundai/Kia.
 

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No kidding. Here's what we got as a service record/receipt.
It's impossible to read those - the file size posted is way too small.
 

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sneef took the right approach. K900owner, you should definitely contact consumer relations at Kia corporate. I have a friend in consumer relations at a different company and would take care of situations like this when dealers were not responsive.
 
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