DC_20181026

Kia Motors America, Inc.
Corporate Headquarters
111 Peters Canyon Road, Irvine, CA 92606-1790 USA
RECENT KIA MEDIA REPORTS
October 26, 2018 Update
Dear Kia Retailer,
We wrote to you in late August to provide you with an update regarding news reports regarding noncollision fires in Kia vehicles and NHTSA’s announcement of the opening of a Defect Petition for fire
cases involving the 2011-14 Sorento and Optima vehicles. Since that time, we have been working
cooperatively with NHTSA to analyze the safety performance of these and all Kia vehicles and added
additional resources to quickly and effectively address any incidents.
Recently, a non-profit consumer advocacy group called the Center for Automotive Safety (CAS) has
asked for a recall of Kia vehicles for fire risk and members of the Senate Commerce Committee have
asked Kia for additional information related to non-collision fires in Kia vehicles. These actions have
generated additional media reports so we are providing you with additional information to assist you
and your teams in addressing customer concerns.
Let me assure you again that at Kia, customer safety is paramount and we are investing significant
resource and effort to ensure we are taking the appropriate actions to address this matter:

Fire Investigation: All automobiles contain combustible materials and a vehicle fire may be a
result of any number of complex factors which must be carefully evaluated by trained
technicians. KMA is using third party fire-investigation companies to increase our ability to
investigate all fire events on a high-priority basis. Additionally, KMA has engaged an
independent fire expert to evaluate the results of such fire event investigations and provide
guidance to the organization on an ongoing basis. KMA is also consulting with a recent former
head of NHTSA’s Office of Defects Investigation to evaluate the organization’s response to these
incidents.

Engine Recall SC147: The vehicles mentioned in the media reports align closely with vehicles
already included in Kia’s safety recall SC147 (NHTSA 17V-224) launched in June 2017 to
address a manufacturing defect which could lead to engine failure. In some instances, an engine
failure can lead to the breaking of a connecting rod. When a connecting rod breaks, it is
possible for it to puncture the engine block, allowing oil to escape and, in some cases, for the oil
to contact hot engine surfaces and potentially catch fire. Significant progress has been made in
the completion of this recall but KMA is also initiating re-notification efforts to contact customers
whose vehicles have not yet had the recall conducted to encourage them to have it completed
as soon as possible.

Cooperative Work Effort with Governmental Entities: KMA will continue to voluntarily cooperate
with both NHTSA and the Senate Commerce Committee to analyze all relevant information
associated with any fire or other safety-related matters and take any necessary corrective action
in a timely manner.

Customer Care: KMA has and is continuing to enhance its customer support processes,
including covering the cost of any necessary alternate transportation for affected customers until
investigations are completed, regardless of the result of those investigations.
As a Kia Retailer, you and your teams can take the following actions to help assure the safety of Kia
vehicles:
1. Ensure that all safety recalls are completed for vehicles coming in for service;
2. Implement follow-up processes with your customers to encourage the completion of any open
safety recalls;
3. Remind customers that they can go to the Owners section of www.kia.com to check for open
safety recalls by clicking on “Recalls” or they can also verify this information at NHTSA’s
website: www.safercar.gov.
4. Should a customer make any allegation or bring forth a claim alleging a Kia product is
responsible for a situation that has resulted or could result in an accident, injury or fire, you and
your staff should immediately report the situation to your District Parts & Service Manager and
advise the customer to report it to the Kia Consumer Assistance Center at 800.333.4Kia (4542);
do not perform any repairs before receiving authorization from KMA so that we have an
opportunity to investigate.
As always, please direct any media inquiries to your field contacts or directly to Kia’s Corporate
Communications Department (James Bell ([email protected]) or James Hope ([email protected]).
To assist you with customer inquiries, attached are Frequently-Asked Questions and
Answers for reference by you and your team.
Kia shares the vehicle safety goals of government regulators and consumer advocates and is committed
to the safety of all its customers and their passengers and we are taking appropriate action. Thank you
once again for your valued support of the Kia brand.
Sincerely,
Greg Silvestri
Vice President, Service & Aftersale Operations
FREQUENTLY-ASKED QUESTIONS
Fire-Related Media Reports
Q1.
I’ve seen on the news about Kia vehicles catching on fire – should I be
concerned?
A1.
Kia is proud of its strong safety record and the integrity of our products and all Kia
vehicles sold in the United States meet or exceed all federal government vehicle safety
standards.
A vehicle fire can occur due to any number of complex factors which must be carefully
evaluated by trained technicians to determine its cause. At Kia, any claims involving
damage to a Kia vehicle, including fires, are reviewed on a case-by-case basis to
determinate appropriate action. When the result of any fire is due to a vehicle design or
manufacturing issue, KMA promptly notifies NHTSA and conducts a voluntary recall.
Customers can also go to the Owners section of www.kia.com to check for open safety
recalls at any time now or in the future by clicking on “Recalls” or they can also verify
this information at NHTSA’s website: www.safercar.gov. If there is an open safety
recall, customers are encouraged to have it completed as soon as possible.
Q2.
I’ve seen news reports about Kia vehicle fires and want to know what Kia is
doing about this?
A2.
Kia is absolutely committed to the safety of all Kia vehicle owners. Automobile fires
may be the result of any number of complex reasons requiring investigation by fire
investigation experts. Kia has added additional resources to investigate any Kia vehicle
fires.
Kia is also working cooperatively with all governmental entities to report and analyze
safety-related data. When the result of any fire is due to a vehicle design or
manufacturing issue, KMA promptly notifies NHTSA and conducts a voluntary recall.
Q3.
I think I smell burning when I drive my vehicle – in light of the recent news
reports, what should I do?
A3.
If there is a knocking noise from the engine or the engine warning or oil pressure
warning lamps are illuminated, safely pull over and inspect your vehicle to ensure it is
operating normally. If necessary, contact Kia’s Roadside Assistance at 800.333.4Kia
(4542) to request the vehicle be towed to the nearest Kia dealer for inspection.
Should a customer have a concern related to any aspect of the operation or safety of
their vehicle, they are encouraged to schedule an appointment with their authorized Kia
dealer for vehicle inspection as soon as possible. Kia Consumer Assistance
Representatives are available to provide assistance by phoning 800.333.4Kia(4542) or
online in the Owner’s section of www.kia.com.