ComplaintsforTeam Gunther KIA

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On September 14, 2023, I traded in 2020 ********** Tiguan car and leased 2022 ID4 from Team Gunther.The sales team demonstrated unethical sales practices by not disclosing all relevant information to me to make a right decision. 1) Specifically, the sales team never mentioned to me that registration fee for the electric car is almost twice high. 2) Also, the sales team never told me that their dealership is not authorized to service electric cars. I just found out about it after the car displayed a warning that inspection has to be scheduled. 3) The sales team wrongfully told me that the car does not require any service for the duration of the lease.4) The sales team promised that I can charge the car at the dealership for free. However, after several attempts to charge the car, I found out that the charging station is not working. I would like to return the electric car to the dealer since I am spending more money and time to maintain this car.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 ************* back in March of 2023. When receiving the car, they advise me that the car was reviewed and looked over before purchasing the vehicle after driving at home that night, I noticed the shocks were completely not working and my driver side mirror was not working at all. Within ************************************************* that they would replace and fix what was wrong, they provided me the shocks but the shocks were not correct and they said that they would provide the correct shocks. They claim the shocks are on back order but we call around to other local kias and they have them in stock or could get the next day. Weve been in contact with the manager the owner anyone possible they continue to say that they would fix it and that they would get back to us, but they never call back and they never answer the phone. This has been going on for way too long and Im very upset at the fact that ** getting the worst customer service that Ive ever had in my life. All I want is my mirror to be fixed and the correct shocks to be placed in my car like they promised. Youre unable to reach anyone at this company for any problems that you are having.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a 2017 Kia ******* from this dealership on a holiday Monday (16 Jan 2023; banks closed) and was told by current financial ******** ****************** that I would need to pay for gap insurance to drive the vehicle off the lot. However, he also assured me that I could immediately cancel the insurance and get a complete refund once I got my own coverage through my current company (USAA) and gave me the cancellation paperwork before I left the dealership. On 23 Jan, I emailed ***************** my cancellation request with proof that I had obtained insurance on 18 January 2023. ************ advised that he processed the request and I would receive a refund shortly. I never did hear back so I sent follow-up emails to **** throughout January with no response. I called the dealership on 10 Mar 2023 and was told that *** **** no longer worked at the location; I was referred to his replacement (*************************). I sent her a couple of emails and forwarded my previous correspondence with ********************* to her as well. She has never responded to any of my emails. I have called multiple times to leave messages but have never received a return phone call from her. I have spoken to her on the phone three times when I've called and caught her at her desk. She has told me that (1) she "doesn't know what to do but she'll look into it", (2) she's referred it to a different department for review, and (3) there's "nothing we can do but wait". This has all been since ********************* emailed in January to say he'd already began the refund process. The refund/cancellation paperwork states that refunds are sent to the dealership and the dealership is responsible for refund to customer; so I can't contact anyone other than Team Gunther. I live in *********** but bought from this dealership in *******. I've left several messages but have never received a return response. No email response, no return phone calls. I don't have any recourse to resolve this issue to receive my $900+ refund.

  Business response

  05/22/2023

  Hello ******************, 

  I am sorry to hear that you have been given the run around. **** left our company in February. ****** isn't his replacement, so I apologize that she was unable to assist you. Will you please send me your original email with the cancellation information. I will get this resolved in a timely manner. My email is ************************************ If you would like to follow up by phone, please call ************ after 2:00pm. If I am unavailable, ask the receptionist to text me your message so I get it in real time. I hope aside from this, you are enjoying your vehicle. I look forward to hearing from you.

  Thank you, 

  ****** Gunther 

  Customer response

  05/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle July 9, 2022 with *** coverage for $900 from Team Gunther Kia. The finance manager(FM) told me I can return the *** at any time. On 7/25 I reached out to the FM to return the *** and he told me to come in to sign the paperwork. I was able to come in 8/15 to sign the cancellation and he told me it could take up to 3 weeks to receive the refund. On 9/15 I reached out to the FM via text to get the status on the refund with no reply. I visited *** on 9/24 to get my refund only to find out they had a new FM. I sent him the cancellation paperwork I signed on 8/15 via email and he informed me the accounting manager (AM) was out of town and he will follow up the following week. He called and left a VM on 9/26 and told me the refund was processed on 8/16 and advised me to call my Financial Institution (FI) to see if they received it. They did not. I called 10/6 and left a VM then followed up with an email to the FM at *** to find out when I'll get my refund. On 10/7 he responded and said the AM is out of town and he will follow up and that the refund can ***********-8 weeks to get. On 10/18 (9 weeks) I reached out again via email after my FI confirmed they have not received anything. On 10/24 the FM responded saying hes been busy with other customers and that the AM told him the check was sent to *** ******** On 11/8, (12 weeks) I emailed again asking for my refund to be expedited as my FI did not have it and I have not gotten anything in the mail. On 11/22 the FM finally responded saying the check was sent to my FI on 11/8. They do not have it. I want my money in full. I paid $900 and returned it after 1 month and 6 days of having it. I have been getting the run around from Team Gunther Kia. They originally "confirmed" my return was sent 8/16 then "confirmed" that it was sent 11/8. My FI does not have the money and I have not received anything from ***. Today marks 15 weeks and 5 days. I need proof of the check being cut and an expected delivery date.

  Business response

  12/06/2022

  To Whom It May ************************************* purchased GAP coverage with the vehicle she bought from us. She is looking for the refund check for the original purchase price. A check was sent from the third party who held the coverage to ********** in error. The check was deposited and cleared the issuers account. Details below. I cannot call ********** as I am not the customer. I have reached out to my rep to get a direct line to someone who can help with this matter. As soon as I hear back from ***** with a contact I will continue to try and resolve this. 

  Check # *******
  Accounting Number: 0101177922
  Account Name: ***************** & Associates
  Bank ID: *********
  Amount: $837.91
  Posted date: 8/30/2022
  Paid date: 8/30/2022
  

  
  

  Customer response

  12/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Saturday 05/21/2022 I've submitted a request to speak to a sales representative online. I've received a text message back on 05/22/2022 from a sales representative that stated the specific vehicle I was interested in was available. The sales representative also invited me in the store to look at the vehicle. The representative stated they're closed on Sunday, and shared we can take care of business in the morning of Monday 05/23/2022. I've requested for the wiring information to submit my down payment and a video call to inspect the vehicle as it was located in AL, I am currently residing in CA. I was contacted by **** a repetitive from Team Gunther. He asked if I had Google Duo for the video call but unfortunately I did not. **** requested **** another representative to help with the usage of an Iphone via FaceTime to support. I've waited from 8:40am to 9:16am Monday as **** stated " She's waiting on our owner to get here. They have the key locked up and we can't get in it. That is the only thing we're waiting on" At 12:16pm I still haven't received any calls or updates so I sent a message requesting information on the process of the inspection. **** reported that the car is no longer available and it is out of his hands. I've requested to speak to the General Manager or the Owner of the dealership to see why did this happen. During this process I've also ran my credit to ensure there wasn't any issues with me purchasing the car. I spent 4 hours of my day to be available for the Video call for the inspection of this vehicle. Unfortunately after 3 attempts of getting ahold of someone, all calls will hang up or go to voicemail. The car was available online and in person. I did my due diligence to ensure I was properly prepared to have a communicative and smooth transaction. I want to make sure this doesn't happen to other people as it may have the perception of price deception or the bait and switch method of selling vehicles.

  Business response

  06/29/2022

  First of all, there was no bait and switch tactic used when this one of its kind 2018 Nissan GTR was offered for sale. From the moment the listing went live on our website, our telephones and emails were flooded. The definition of bait and switch would be to offer a vehicle or product for sale to entice someone to come in, then switch them to something more expensive. There were 5 of these GTR's available at the time we listed it. Five. In the entire country, not on our lot. We had plenty of local interest in the vehicle. There aren't many around with such low miles, as this one had. I am sorry that it didn't work out for a customer who was across the country from our dealership. We require all transactions to be done in person, due to the risk of fraud. I also have other sales reps besides **** taking leads on any given vehicle. We do not hold vehicles due to the shortage of new car inventory - not to repeat myself, but this one was preowned and one of its kind. If I had 25 of them in stock, I'm pretty sure I could've sold them at the same time. The demand is high, the availability/inventory is low. Best of luck in your GTR search. I am sorry this didn't work out the way you wanted it to. 

  All the Best,

  ***********

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle for my daughter 3 months ago, she had the vehicle for 30 days and it was put in service for engine problems. They knowingly sold us a vehicle that was serviced by them and another dealership for the same problems. I have called numerous of times to only be to "they are waiting on a part. This was my daughters first car and they have had now for over a month in the service department. THIS WAS A CASH DEAL AND I Want a refund, are another vehicle. This is keeping my daughter from going to college and almost losing her job. I work as well so this is her transportation.

  Business response

  11/01/2021

  Business Response /* (1000, 5, 2021/10/18) */ Mrs. ********* purchased a vehicle from us that had excellent service records from the previous owner. We had no way of knowing her vehicle engine would fail/lock up a month -/+ after she purchased it. KIA assumed all costs associated with the replacement of the engine. The first engine that was sent to us failed after being driven 15 miles. This happened while road testing the vehicle after the engine was installed. We then had to order another replacement engine. Yes this caused a further delay, however once the replacement was put in, and the vehicle passed the road test, the customer left with a brand new engine in their preowned vehicle. There is a recall currently on some of the engines in certain models. Not all or every model has a faulty engine, but those that do have been taken in and diagnostic tests run to determine if the vehicle qualifies for the recall replacement. If meticulous service records were not provided, the recall is denied by KIA. It was unfortunate timing with the failure of the engine and the amount of time the customer was in possession of the vehicle. However, I am happy to announce that Mrs. ********* has already picked up her vehicle. If she wishes to trade it in, we are happy to offer her a trade in price. We do not offer refunds.

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