I purchased my Sedona in October 2016. It was a dealer vehicle that had 7,000 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. I was told that the parts for the ticking noise were ordered and should be in on 4/3/19.
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.
On 4/10/19 I kept texting my service advisor with no response. I finally got a hold 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. 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. Master tech was waiting to talk with Kia tech line about the noise.
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 a hold of Brandy. Was told that the body shop was extremely backed up and the estimate had still not been done. Was told that Kia Tech line did talk to the master tech and the noise in the engine was determined to be “normalâ€. I asked why it is doing that now when it was not before? Was told that the tech did say that it was louder than others, but it was normal and if they replaced the fuel pump again it would still make that noise. That was when my husband got on the phone. Was told the same thing. He asked to talk to the manager. Brandy offered to have him call us. My husband wanted his direct line. Brandy gave him the managers name and direct number
4/20/19 He left a message for Jim M at 10:31 to have him call.
4/20/19 Jim the Kia service manager did call back. He stated that the engine was still making a noise that he did not think was normal. He was going to talk with the rep for this district and see what could be done.
4/23 10:09 am Jim phoned and stated he had talked to his higher-ups and he explained that he did not agree with the tech's decision from Kia Tech Line. He was going to put another fuel pump on and see if that took care of the noise.
5/11 Rocky left a message for Brandy
5/11 Rocky spoke with Brandy. There is still noise, they have determined that it is coming from the back of the engine. They are now going to replace the engine.
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 7,000 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. I was told that the parts for the ticking noise were ordered and should be in on 4/3/19.
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.
On 4/10/19 I kept texting my service advisor with no response. I finally got a hold 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. 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. Master tech was waiting to talk with Kia tech line about the noise.
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 a hold of Brandy. Was told that the body shop was extremely backed up and the estimate had still not been done. Was told that Kia Tech line did talk to the master tech and the noise in the engine was determined to be “normalâ€. I asked why it is doing that now when it was not before? Was told that the tech did say that it was louder than others, but it was normal and if they replaced the fuel pump again it would still make that noise. That was when my husband got on the phone. Was told the same thing. He asked to talk to the manager. Brandy offered to have him call us. My husband wanted his direct line. Brandy gave him the managers name and direct number
4/20/19 He left a message for Jim M at 10:31 to have him call.
4/20/19 Jim the Kia service manager did call back. He stated that the engine was still making a noise that he did not think was normal. He was going to talk with the rep for this district and see what could be done.
4/23 10:09 am Jim phoned and stated he had talked to his higher-ups and he explained that he did not agree with the tech's decision from Kia Tech Line. He was going to put another fuel pump on and see if that took care of the noise.
5/11 Rocky left a message for Brandy
5/11 Rocky spoke with Brandy. There is still noise, they have determined that it is coming from the back of the engine. They are now going to replace the engine.
- Virginia W., Mesa, US