Jen
Reimbursement with warrenty should not take an annoying 8 + months
Overall - it took 8+ months (250 days) with constant calling in for a status updates on my reimbursement with my extended warranty. This long review is to share the not so great experience I had. Use Control F to find key words if you want to skip the long read. Knock sensor issue on 6/5/22, during business trip to a wedding. I had to get a tow truck, cancel the predestined hotel, get a hotel at a higher rate last minute, get a transportation service to rent a vehicle. My case was started 6/17/22 and check was finally issued 2/22/23 and received March 2. Extended warranty on my Kia Forte5 EX 2017 (which I adore) saying I get reimbursed for these issues. Once home, I called the Kia 1800 # and got info to starting a claim via the website. Something happened where I had two claims? Later (June) I submitted in my list costs in detail with receipts. I received a voicemail from Veronica 7/7/22, saying they can not include the hotel stay with the warranty type I had. Fine. I call about a month later wondering what has happened. I was told it would take about 30 days. I called another month later, this time I was told it takes about 60 days. During these calls there was no status updates except they “see it in the system”. Each call is ~ hour with horrible loud waiting music and continuous interruptions telling me my wait is longer than 5 minutes. DO NOT use the option to get a call back while keeping your place in line - I'm still, to this day, waiting on a call back. Some representatives seem not high enough tier to answer questions. Causing a wait, an added 15+ minutes, while they research/ ask someone else. I'm not sure why some of those service staff members answer calls if they are not able to provide information on cases. Also, understandably a lot of these are work from home or call centers, but the connection has a habit of being muffled or static filled with a delay making it very hard for both parties to understand each other especially either are fast talkers. When I apologize for not being able to understand the other person, I get ( to what I assume to be ) a very rude tone during the repeat - but I set that aside because I have been on both sides of the line. S month or two later I call, being told it can take 90 days - so at this point I ask if there is information missing or something I can do to help push this along now that it is October/ November. Something has to be wrong and begged for the case worker to investigate further this time. I was told it these cases were closed for some reason. During the last few months of calling, no one else mentioned/ noticed this, hence the complaint of adequacy of some representatives. Randy was able to get everything “sorted and expedited” for me after the mess its has become. This is where I get new information about the rental allowance. Randy informed me that the rental car limit is only $39 a day. So, if you are in this situation - see if you are able to talk to the rental company into charging this daily amount (even if they have to pretend to "extend your dates of vehicle usage"). I was told if the amount is over their allotted, it can slow the process. Though it wasn’t mentioned that it was part of the cause of delay in my case. 12/28, I received an email stating my amount and processing will take 45-60 days. Processing is a vague word, I'm not sure if they meant to be approved, issued, mailed, received…etc. I call 7/17 (~50 days) and get ambiguous information that it has been “expedited”. Hindsight of course is not asking for more from kia ; The stress, missing a day of work/pay, difference in hotel costs and the time to call once a month for their errors. I am now opening multiple sites like this to hopefully shed light on my experience and what to expect when you are misinformed, practically lied to, about the process / time frame.