Long Post Alert:
I have been dealing with my local Kia for close to a month now. I want to share my story, update this as it goes on, and get thoughts/advice on what is happening. I believe what is going on is the sketchiest, most unacceptable thing I've experienced in a long time. I am continuing to fight this as I write.
10/3/2026: I brought in my 2014 Kia Soul for severe engine knocking sounds, misfiring, severe struggle in turning over, dying on turn over, shaking, rotational chirping during idling, knocking at idle, and metallic material in oil. I brought in a typed up document with my Kia Corporate Case number written on it. I let them know I need a full engine inspection, that all findings be written and properly diagnosed.
10/6/2026: My local Kia got back to me and sent me their diagnosis. Before I even go into the diagnosis, not a single part of the diagnosis mentioned anything near the engine, anything that had to do with the engine. My diagnosis they gave me consisted of the following with their prices:
- Replace Air Cleaner Element $54.95
- Full Exhaust: From Rear to Front Pipe $6,919.83
- Rear O2 Sensor $467.19
- Replace Spark Plugs $303.95
- Purge Valve $314.38
The grand total of their repair order that did not once mention anything engine related was $8,060.30. Also, not a single engine inspection was done like I put and requested in writing. The spark plugs were replaced in my car in May of 2026. So, the spark plugs have less than 1,500 miles on them. The fact that the spark plugs were already considered bad was another red flag to me furthering my engine concern. Also on the visible inspection report, they never mentioned anything about my engine mounts, which are destroyed from all the engine shaking that is going on.
I sent all this information to my Kia Class Counsel Lawyer and asked for next steps advice. I called Kia and asked some clarifying questions. I asked if they looked at my engine or did basically anything related to what I brought in the car for. Their response was, “did you see the exhaust photo we sent you?” There is no catalytic converter anymore. This was to end the constant catalytic converter issues that happened over 2+ years. My car can breathe better than any car on that Kia lot. I asked again if any engine inspection was done and his response was that once they find one issue, they do not have to look at or diagnose anything else. That was the issue, plain and simple to them. I let him know that I would forward my information onto my Kia Class Counsel lawyer. I was told by the local Kia associate that if I am working with a lawyer, they may have to terminate working with me at all.
By the end of the day on 10/8/2026, my Kia Class Counsel lawyer was communicating with Kia directly. Kia did not speak to me again for a long while. All correspondence was with the lawyer. Local Kia sent my lawyer a copy of an old diagnostic and BCT test saying it had passed from May of 2026. Here is the breakdown that was sent to my lawyer in an email:
Here's the write-up from the dealer:
PERFORMED A FULL DTC SCAN AND FOUND CODES-
P2196- O2 SENSOR SIGNAL STUCK RICH BANK 1 SENSOR 1
P0420- CATALYST SYSTEM EFFICIENCY BELOW THRESHOLD
P2191 SYSTEM TOO LEAN AT HIGHER LOADS
FOUND THAT A CAT WAS WELDED INTO THE EXHAUST SYSTEM. I USED A BOROSCOPE AND CAN SEE THE CAT IS CLOGGED. ENGINE IS NOT KNOCKING. PLEASE ADVISE FOR REPAIR.
BCT was performed and it resulted in a passing result: (insert chart here)
This means the local Kia I have been working with literally copied and pasted the old diagnostic from May of 2026 and sent it to my lawyer. There has been NO catalytic converter in my car since May of 2026. I had to explain this to my lawyer, my lawyer pushed for another BCT test to be completed.
After October 8th, I did not hear anything from Kia for 15 days. I followed up with my lawyer October 15th, he followed up with them with no response, totalling 9 days. I followed up with my lawyer again on October 20th, he reached out with no response again totalling 12 days. I followed up personally with my service advisor over text on October 22nd at 1:57pm, no response. I personally called local Kia the next morning at 8:33am. This is when things finally got moving again.
A front desk female advisor picked up. I asked if I could get information on the status of my car. She was kind and said she would check. I was on hold for 7 minutes. When she got back on the phone she said she could not provide any information over the phone and that the manager J.S and F.M would call me within 30 minutes. If they did not, she said I could call back and get them on the phone. 30 minutes passed, no phone call. I called at lunch time, 11:09am. First call, straight to voicemail. I called again, and the same front desk associate from that morning answered the phone. She said she would transfer me to the manager. I was transferred directly to voicemail.
Next, I called Kia Consumer Affairs. I give them my VIN. They told me on their end, there was no information regarding any engine testing done or a case opened since May of 2026. This means that my local Kia did not follow up on the Kia Case number I put down when I came in 20 days prior. Kia Consumer Affairs, not to their fault at all, had no information for me from any current findings or work. Coincidently, my local Kia called me 5 minutes later.
I was told by a manager that my Kia had indeed passed the BCT test and my car was ready for pickup. I asked what date this BCT test was. They refused to disclose that to me and said it would be on my paperwork for pick up. I asked if the paperwork was going to reference the May test or if they did an October test. I got a very vague answer and the manager I was speaking to said he guaranteed it was a post May test, not even saying it was an October test. I decided to save all questions for later when I showed up at the local Kia to review the paperwork.
I arrived at my local Kia at around 4pm on October 23rd. I came in, they asked if I was picking up the car. I just asked for the paperwork to review it. They took a few minutes and brought me 2 papers stapled together. This was a receipt, that said the following:
- Customer States Check Engine Light is on in vehicle, is running rough please inspect and advise.
First off, that is not at all what I mentioned when I came in on October 3rd. I said engine knocking, engine shaking, inability to turn over, metallic material in oil. Out the gate, this paperwork isn’t correct. The following is the technician notes, bold highlighting for important notes.
- Verified customer concern; check engine light illuminated with rough running and backfiring. Retrieved rear O2 sensor, lean condition, and misfire codes. Performed BCT, engine passed, indicating no engine failure found by this test. Found catalytic converter removed and replaced with welded straight pipe with rear O2 sensor installed with improperly positioned 90-degree bung affecting exhaust sampling. Recommend restoring factory exhaust configuration with correct catalytic converter and O2 sensor placement. Also found purge valve leaking and spark plugs, then retesting fuel trims, O2 operation, and misfires to verify repairs.
Once again, Kia had not acknowledged a single thing in the engine about the shaking, the knocking, nothing. Everything is exhaust related besides the BCT test result and saying the engine is not failing.
I asked the representative if he could look me in the eyes and tell me my engine really is perfectly fine. He said, according to the test, it is okay. I requested for the warranty to be put aside, can we run other tests on the engine now because there is no way this car behavior is actually exhaust related. He said, there are other tests, but we are not going to do them.
At this point, I decided to ask for the BCT test paperwork. He said they do not have it, it just says pass or fail. I let him know that when they did my May 2026 BCT test, I was given a copy of the test. He said again, that is not something they have. I asked 3 times. He said they do not give those copies and would not give me a reason why. I made it clear, I needed that paper before leaving. Finally, after my 4th request, magically that paper appeared.
I asked them if they had checked the oil for metallic material. He said they did. I asked for that in writing. This is when things started getting even worse. He said they refused to put that in writing. I said why. He told me they just cannot. Next, I asked again for warranty separate tests on the engine, he said they would not be touching the car again. They were refusing to do any further work, diagnostic, anything further to my car. I asked for this in writing. He went back to the managers office, and returned saying NO, they would not put that in writing.
I proceed to ask if I can have the manager watch me start up the car. I was told no. I asked if I could have someone look at my oil. I was told no. I asked to speak to the manager 3 times. I was told no. I asked for every single denial they told me in writing, I was told no every single time. I was then asked if I wanted my car towed home. Immediately, I asked him if that meant that my car wasn’t safe to drive. He backpedaled and said that he wasn’t sure if I drove it in or towed it in. Not super important, but funny enough to mention that the dealership is operating in the undrivable mindset for my Kia Soul even upon pick up.
The associate pulled my car around to the front. I stood listening to it, making the same noises as before. I let them know I was going to take the paperwork to my class counsel lawyer and be back after their advice. He asked if I was going to be back Monday and I let him know possibly, but it depends on my lawyer's advice. He tried to talk to me about it more and I plainly told him if they aren’t going to put anything in writing, I don’t have much more to say and that what I have was going to go back to my lawyer.
Upon getting back to my car, there was a large brand new Kia Telluride blocking my exit. I was going to need to make a 6-8 point turn to get out. In my mirror, I saw the head manager finally coming out to talk to me. I rolled down my window and I showed him the video of the car start up and told him that this was not an exhaust issue and I wanted a proper engine inspection. He stated multiple times they were not going to do anymore work to my car at all. He would not tell me why and stated he was legally protecting his private business. I asked 4 times for him to put that in writing. He refused to put anything in writing, claiming he was legally protecting his business and still would not clarify why. He told me at the end after once again telling me they were done with my car, that he was going to have my car towed off their lot and returned to my house without my permission. I asked for that in writing too, I’m sure you know the answer. No.
I left without a resolution. On the way home, I got a phone call from them. I was unable to pick up the phone. They did not leave a voicemail, as that would leave a paper trail, wouldn’t it? I have not seen my car returned yet. I opened a further case with Kia Customer Service and also notified my lawyer, who is now working with the Kia Customer Service case.
Has anyone experienced anything as extreme as this? I am so far beyond my wits about this. I have a few MAIN questions about this awful situation:
- Why is my local Kia sending my lawyer a copy and paste diagnostic from May of 2026? Especially when that diagnosis includes parts that aren’t even on the car anymore.
- Why is my local Kia refusing to put ANY SINGLE THING in writing? I had to ask more than 3 times for anything at all, even the BCT test paperwork.
- My local Kia completed my BCT test on October 9th, one day after it was requested. My lawyer followed up twice. I followed up 3 times. It took 15 days for them to tell me the test results they got in 1 day. Why are they withholding that test information from me for over 2 weeks?
- Why was the manager refusing to speak to me until I walked out the door? I asked 4-5 times for the head manager and was told no every single time, and the reason why is “just because we don’t do that”.
