NHTSA Complaint #11423211 — 2015 KIA SORENTO

On May 10th 2021 the engine ceased on my 2015 Kia Sorento. The car was towed by AAA to Grand Prairie, Texas. Note, the cadillac converter was stolen at this location and Christian Brothers did replace it. They notified us that the engine needed to be replaced. I then had it towed on May 19, 2021 to my local mechanic at in Richardson, Texas. I have used this mechanic for several years. It was confirmed that the engine needed to be replaced. I then had the car towed on May 20, 2021 to Kia in Plano, Texas. On May 27, 2021 Kia called me and said the motor needed to be replaced and they are contacting Kia to see how this will be taken care of. I did not receive a return call for several day and I was assuming the vehicle was being taken care of. On June 8, 2021 I called for an update. I received a return call from the Kia service man who then informed me that the computer engine was not updated in 2019 and Kia was not going to uphold their recall on the engine because of this. There is no notification given on the vehicle that this was coming due or even past due. Kia has now refused to replace the motor that is in a current recall due to the motor ceasing. On June 9, 2021 I contacted my finance company and insurance for advice. June 10, 2021 I called to talk to service department at 9:45am was told they would return my call. At 3:50 I called again since service mailbox is full and I can’t leave a message. I called again at 5:00pm and was told the service manager will call me June 11th Friday morning. I did not receive a call from her in the morning. I called at 1:10pm June 11, 2021. I was directed to two mailboxes that were full. I called a third time and was told they will have the service manager call me. Emely returned my call and said I need to talk to Kia Consumer Affairs. Consumer Affairs at Kia again said the letter was enough notification. I went to Kia on June 12, 2021 and they wanted me to trade it in.