I purchased my Sedona in October 2016. It was a dealer vehicle that had 8,500 miles on it. I was told I would have the same warranty as if it was brand new. Now the paint on the roof is coming off. You can run your hand along the top and your hand will turn silver (the van is silver).
I took my van in for service on 2/26/19. Parts were ordered as they did not have them available. I had company so did not make a follow-up appointment until 3/25/19.
3/22/19 Texted my service advisor that I also wanted them to review my paint as it was coming off on the roof as well as a ticking noise in my engine. He stated that it would be addressed when I dropped it off on Monday.
3/25/19 I dropped my van off at noon. At that time, I was told that the body shop manager would look at the paint on the roof. I received a text on 3/28/19 regarding my paint. It was not covered under warranty. I asked if the 36 months was from the time I purchased, or they received it. I was told that it was 36 months OR 36,000 miles. I was never actually told one way or the other when the 36 months started.
The vehicle does not have 36,000 miles on it, so I am assuming the 36 months is from when THEY received it not when I purchased it. I was also told by my service advisor to contact Consumer Affairs which I did. I was told that the parts for the ticking noise were ordered and should be in on 4/3/19.
4/3/19 Was contacted by Consumer Affairs (Nikki). She was going to do some research and call me back.
On 4/4/19 I texted my service advisor again to find out the status of my van. Was told at that time that they had left me messages, but I received none of them. The engine was still making a noise, so the manager was having the master tech look at it. Was told it would be Friday or Monday.
4/5/19 Nikki called and left me a voice message. She called and talked to Pierre (the body shop manager) and explained that we needed an estimate to move forward. My service advisor texted that he would touch base with him (Pierre) that morning to ensure it was done.
Supposedly on 4/8/19 Pierre had the van and would have an estimate for me by 10:30. Was told by my advisor on 4/9/19 that my vehicle was there now and should have an estimate shortly.
On 4/10/19 I kept texting my service advisor with no response. I finally got ahold of a someone in service (Travis I think) and was told that Brandy was handling my vehicle and I would be called back. Brandy did not call back, so I called again at 5:28 and left another message.
On 4/11/19 I still did not receive a call so at 8:51 am I called again and talked with Brandy. At that time, she let me know that Johnny (my service advisor) was let go. She was shocked that Johnny had not offered me a loaner car. I explained that it was not supposed to take this long, and we had 2 vehicles. She was going to find out what was happening with my van and call me back.
4/12/19 Brandy did not call me so at 9:53 I called her. Was told at that time that the engine was still making noise and no estimate for the paint. Asked her to contact me and let me know an update. Left 2 voice mails asking for an update. Did not hear from Brandy so at 5:06 I called again. Was told I could have a loaner that would not cost me anything. Still, no estimate for pain.
4/13/19 Called Brandy at 8:12 and told her I would be there within an hour to get the loaner. Got there and had to wait almost 40 minutes. I did receive a loaner.
4/19/19 Left another message for Brandy asking for an update
4/20/19 Did not hear from Brandy so at 10:25 I called again. Did get ahold of Brandy. Was told that the body shop was extremely backed up and the estimate had still not been done.
4/30 Spoke with Brandy and she stated that the painting estimate was back. The body shop also found that the hood needed to be repainted. It would cost $2300 to repair. She had not heard from Kia Consumer Affairs.
5/6 Spoke with Jaimie at Kia Consumer Affairs. My claim was not approved so I would not be getting any assistance to repaint my van.
A D V E R T I S E M E N T S
I purchased my Sedona in October 2016. It was a dealer vehicle that had 8,500 miles on it. I was told I would have the same warranty as if it was brand new. Now the paint on the roof is coming off. You can run your hand along the top and your hand will turn silver (the van is silver). I took my van in for service on 2/26/19. Parts were ordered as they did not have them available. I had company so did not make a follow-up appointment until 3/25/19.
3/22/19 Texted my service advisor that I also wanted them to review my paint as it was coming off on the roof as well as a ticking noise in my engine. He stated that it would be addressed when I dropped it off on Monday.
3/25/19 I dropped my van off at noon. At that time, I was told that the body shop manager would look at the paint on the roof. I received a text on 3/28/19 regarding my paint. It was not covered under warranty. I asked if the 36 months was from the time I purchased, or they received it. I was told that it was 36 months OR 36,000 miles. I was never actually told one way or the other when the 36 months started. The vehicle does not have 36,000 miles on it, so I am assuming the 36 months is from when THEY received it not when I purchased it. I was also told by my service advisor to contact Consumer Affairs which I did. I was told that the parts for the ticking noise were ordered and should be in on 4/3/19.
4/3/19 Was contacted by Consumer Affairs (Nikki). She was going to do some research and call me back.
On 4/4/19 I texted my service advisor again to find out the status of my van. Was told at that time that they had left me messages, but I received none of them. The engine was still making a noise, so the manager was having the master tech look at it. Was told it would be Friday or Monday.
4/5/19 Nikki called and left me a voice message. She called and talked to Pierre (the body shop manager) and explained that we needed an estimate to move forward. My service advisor texted that he would touch base with him (Pierre) that morning to ensure it was done. Supposedly on 4/8/19 Pierre had the van and would have an estimate for me by 10:30. Was told by my advisor on 4/9/19 that my vehicle was there now and should have an estimate shortly.
On 4/10/19 I kept texting my service advisor with no response. I finally got ahold of a someone in service (Travis I think) and was told that Brandy was handling my vehicle and I would be called back. Brandy did not call back, so I called again at 5:28 and left another message.
On 4/11/19 I still did not receive a call so at 8:51 am I called again and talked with Brandy. At that time, she let me know that Johnny (my service advisor) was let go. She was shocked that Johnny had not offered me a loaner car. I explained that it was not supposed to take this long, and we had 2 vehicles. She was going to find out what was happening with my van and call me back.
4/12/19 Brandy did not call me so at 9:53 I called her. Was told at that time that the engine was still making noise and no estimate for the paint. Asked her to contact me and let me know an update. Left 2 voice mails asking for an update. Did not hear from Brandy so at 5:06 I called again. Was told I could have a loaner that would not cost me anything. Still, no estimate for pain.
4/13/19 Called Brandy at 8:12 and told her I would be there within an hour to get the loaner. Got there and had to wait almost 40 minutes. I did receive a loaner.
4/19/19 Left another message for Brandy asking for an update
4/20/19 Did not hear from Brandy so at 10:25 I called again. Did get ahold of Brandy. Was told that the body shop was extremely backed up and the estimate had still not been done.
4/30 Spoke with Brandy and she stated that the painting estimate was back. The body shop also found that the hood needed to be repainted. It would cost $2300 to repair. She had not heard from Kia Consumer Affairs. 5/6 Spoke with Jaimie at Kia Consumer Affairs. My claim was not approved so I would not be getting any assistance to repaint my van.
- Virginia W., Mesa, US