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Be aware of parts availability on new models

I purchased my 2020 Kia Soul LX on April 24th,but I only got to drive it for a few months. On October 4th, I had an unfortunate accident. I was driving on the highway when a raccoon ran out in front of my car. Swerving to avoid it was out of the question because of traffic. There was a car to the left and a deep ditch to the right. The raccoon went through the grill and damaged the radiator, condenser, and other parts. I pulled over as soon as it was safe to do so, as all of the antifreeze had poured out onto the road. I called AAA for a tow truck and began filling out an insurance claim as I sat on the shoulder of the road. Since I was not familiar with body shops in the area (Hutchinson, Kansas) I had my Kia towed to a garage where I knew it would be safe. In the morning I called my local Kia dealer (Lawrence, KS) because I was concerned about voiding warranties or causing myself problems since there is no Kia dealership in Hutchinson. I was assured that the body work could be completed at a body shop in Hutchinson and that it wouldnt affect me negatively in any way, with warranties or otherwise. I then had my car towed to a body shop with a stellar reputation and great reviews. After about two weeks, I got a phone call from the body shop. They called to inform me that the main parts that were damaged, the radiator and condenser, werent available at all. I was told to try to call around to see if I could possibly locate the parts needed. I called the parts desk at my local Kia dealer and eventually found out that the parts were on a nationwide backorder. In other words, there were absolutely none in the United States at all. Not only that, I couldnt even get a definite date of arrival. Supposedly, there was a container on its way to the US from Korea. Approximately a month later, I got another call from the body shop informing me that after repeated attempts to find parts, and repeated calls to Kia corporate, they no longer wanted to be responsible for my car sitting on their lot. I was asked to move it elsewhere. I towed it once more to my friend's garage where at least it was safe and out of the elements. I had been without a car this entire time, so I reached out to Kia consumer affairs. After telling my story, I was informed that they would not approve a loaner car or a rental for me. The reason? Because I hadnt taken it to a Kia dealership for repairs, although my local Kia dealer had told me that taking it to a dealer was unnecessary and wouldnt affect anything. It took a face to face meeting with the manager of my local Kia dealer, as well as a call placed by him, to finally get a rental approval. At least I now had something to drive while waiting. This manager has been as helpful as he could be throughout this whole process. After a short time, though, I started getting phone calls from Avis loss prevention. Some calls came from mainland China. Some were from the US, but were robocalls. I was informed that I had had the rental car for too long and that it needed to be returned. They threatened that if I didn't return the car, it would go to recovery and I would be hit with large fees. Eventually, I had to take the car back, pay out of pocket for the time that I had it, and re-rent the car. I have had 3 notices on my door for certified letters from Avis rental threatening repossession of my rental car. On January 9th I got a call from the second body shop I ended up taking my car to to tell me that my car is finally finished. But frankly I am poisoned against the brand at this point. This has been expensive. I have spent an exorbitant amount of time on the phone checking on parts, calling different Kia entities, and checking with body shops. I have used a lot of vacation time trying to deal with this due to the fact that the car accident occurred out of town. I was getting as many as six calls per day from Avis loss prevention about the rental car as well as threatening letters. I have used up the allowable tows that come with my AAA membership for the year. Basically if I were to have a problem requiring a tow I will be paying out of pocket until my membership reups. During all this time, I've still had to make timely payments on a car that isnt drivable. I started out as a happy customer. Now, however, Im regretting ever walking onto a Kia lot, and I'm thinking about the most convenient way to get myself into a car that I can have more confidence in.
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ID
#1758510 Review #1758510 is a subjective opinion of poster.
Service
Lawrence Kia Part Replacement
Pros
  • Manager has been helpful as he can be
Cons
  • Corporate customer service
  • Unavailability of parts to fix my car
Reason of review
Warranty issue
Preferred solution
Let the company propose a solution

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