NHTSA Complaint #11426467 — 2019 KIA FORTE

On June 18, 2021 our vehicle was taken to the West Hills Kia located in Bremerton, WA for routine maintenance. During this visit, we reported a sound coming from the steering wheel and indicated that the sound was loud and wanted it inspected. The technician reported this as follows: MR 10DIAG: Diagnose Customer Concern Customer states when turning the steering wheel, it sounds like something is being wound up. The Technician, Michael Moore (102) verified the noise confirming that it was coming from the Output Shaft Bearing area of the Steering Column Housing. The Technician also indicated that this issue required a tech line case with Kia for approval. I have called West Hills Kia's Service Department on: June 25th, 2021, June 30th, 2021, July 7th, 2021, July 22nd, 2021 and again today, July 26th, 2021 to check on the status of this approval to no avail. On June 30th, 2021 and July 22nd, 2021, I left 2 voice messages for their Service Department Manager, Jay also without a return call. I have called Kia Consumer directly on July 5th, 2021, July 6th, 2021 and July 7th, 2021. Each time, the wait times have been greater than 30 minutes and after holding, I have been hung up on. Today, on my drive home, the steering wheel locked up and would not let me turn the steering wheel. Considering that the vehicle is still under warranty and an issue like this could cause an accident or even irreparable damage, we do not feel safe driving this vehicle. We would like this matter resolved ASAP.