NHTSA Complaint #11610163 — 2021 KIA SORENTO

Kuat notified me of a recall on this bike rack. I submitted a claim immediately after being notified, and they mailed me a part that arrived 2 weeks later. The part arrived with incomplete instructions, but I figured out how to remove the old part and install the new part. The new part is loose and rattling, making it look and sound less stable than the old part they claim was unstable. I am not confident using the rack with this new, inferior part. I have tried tightening it as much as possible with the included tools, but I am a [XXX] and hand-tightening the part is extremely difficult. I have asked them for a refund since i only bought the rack 4 months ago (denied because i bought it from a licensed retailer instead of directly from them). I have now asked them to send me a new rack with the part correctly installed, and I have not heard back on this request. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)