ComplaintsforGreenway KIA of Riverchase

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good afternoon, I don't know exactly how to file this complaint on *** of Riverchase in *********. But I will try.. in Febuary my car started acting up I contacted my gap insurance and was recommended a few places to take it too.. one could not do anything with it because it's a hybrid the other told me to bring it to the dealership because it was the engine that was bad and on a recall.. I stated this upon bringing the car to them and they kept my car for nearly a month and I finally got an email back stating "A new battery will fix everything " I paid nearly $400 and 28 days later my car was doing the exact same thing it had been doing..on March 23, 2024 I brought my car back into the shop and was told they would look at it the following Monday it never happened I contacted the Kia ******** service representative through the 1800 number and filed a complaint.. I have missed work had to rent a car and pay to borrow someones car when I could afford to do so..as well as taking lyft and uber. my kids have missed school I spoke to them last Wednesday and they stated "It should be ready Friday but now magically $700 dollars in additional repairs have popped up that I refused to their services for..why didn't they see these last time? I have fallen behind on my car payments due to all of this.. as of last Wednesday they have yet to put the new engine in and when I contacted them again my "technician " was missing in action on the 23rd it will be two months. PLEASE HELP
  
  

  

  Business response

  05/22/2024

  This customer has possession of their vehicle. The customer did not come out of pocket for any expenses repair work performed. Warranty (*****************) covered their engine replacement.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 29, 2024 I went to ************************ located at ******************************************** *************. I had been talking with them for several days prior about trading my 2017 ***** Trax in with them - I fully explained my situation, that I was upside down in my car payments. There sales person, *****, told me to bring the car in that he could get me into a new car - he also said that he could not find where my current Lien-holder was reporting my payments to any of the credit places - We made a deal on a 2024 Kia ****** he had me to follow him in my Trax to a near by ******* and leave the Trax there, he took the tag off that car , we drove back to the dealership and he told me that when the lien-holder called about that car tell them where the car was and to come pick it up. This was now over ************************************* saying I needed to return the **** today they are telling me if I do not they will proceed with legal action. I have no idea what to do ?

  

  Business response

  05/01/2024

  ***************,

  Hello, this is ******************* (GM) the manager that assisted you with your tag refund.  We briefly spoke on this matter before.  Not sure what you are trying to accomplish here but I will assist in any way possible.  Please email me at ************************** to further discuss.  Thanks

  Customer response

  05/03/2024

   
  Complaint: 21576363
  
  I am rejecting this response because:
  
  I entered into a business deal with them in good faith. I was verbally informed by there sales person to perform actions that would result in me losing this car. I feel like the company owes me something other than those words. Yes, they did refund me my payment but does not make up the time and money, and embarrassment I felt because of what happened. I have contacted the State of Alabama Attorney General about this issue also.  At first I questioned if there was a case, I have been told I do. 
  Sincerely,
  
  ***********************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to this ***'s website and signed up for $5000 over blue book value on my trade in. At the same time they had listed a *** sportage hybrid for $29790. When i got to the dealership they said they had to raise the price to the original price of ***** because they were giving me a deal on my trade in. They used the bait and switch. Wasting my time and energy. They should be held to their original online deal!

  

  Business response

  05/01/2024

  *******,

  My name is ***************** and I am the owner operator of the dealership.  I'm getting a different story from my staff.  Would you be available to come in/have a conference call with me?  If so, my email address is **************************.  I want to schedule a meeting with you, so we have this matter resolved.  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 23 of 2024, I had my 2021 Kia **** towed to this dealer. I Requested diagnosis and repair. It was initialy diagnosed as needing "spark plugs and an oil treatment". I agreed and requested that it be completed as soon as possible. After repair, I was told by ******* Writer that oil and plugs were not the issue and that the motor had "jumped time." *********** Writer became very difficult to reach by phone. *********** Manager would never accept my calls and would never return my calls. I have since found out that two ******* Writers were fired and one of them was assigned to my car. I was not notified and so my car sat ouside unattended until I was finally able to talk to the Asst. ******* Mgr. by showing up in person on a Saturday. I tried multiple times to speak with the General Manager, but was always sent in another direction. In February of 2024, I was told that the repair is covered by warranty, but no parts had been ordered. The Asst. ******* Mgr. and ******* Mgr. assured me that the parts would be ordered and the repair completed ASAP. (I was finally able to get them on the phone.) I am writing this on March 23, 2024. I have been forced to use my Mother's vehicle which requires constant maintenance and is in terrible shape. It has broken down on multiple occasions, but I can't get it repaired as we have nothing else to drive. The customer service for the ****************** has been terrible and they should be ashamed for having someones vehicle for 3 months to complete a warranty repair.

  

  Business response

  04/08/2024

  The customer has an ongoing case with Kia ***** ******* in regard to the issues with the vehicle. We are following all the recommended information on repairing their vehicle. At the moment we are awaiting information from Kia ***** *******. Hopefully we will have another update from them within ***** hrs. As soon as we have new information, we will update the customer promptly . 

  Customer response

  04/09/2024

   
  Complaint: 21475268
  
  I am rejecting this response because: The origins of this case have not been addressed. Due to their negligence this case has continued way past an acceptable resolution. I have been without a vehicle for four months. I need your dealership to provide a vehicle I can use until this case is resolved. As I have already accepted the costs of your employees negligence to this point, I believe it only fair that you provide a vehicle for my use until the repair is complete.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchase a used 2018 Camaro from Greenway Riverchase Kia on 11/20/2023 and it broke down severely over this past weekend. Nobody from the dealership would call me back so I had no choice but to take it to a local shop. I need 3 new fuel injectors and it will cost about $1400. It hasnt even been 90 days since the purchase of this vehicle. The vehicle had a blinking engine light on since I test drove it and I bought this to multiple peoples attention. They said it was due to an aftermarket exhaust and it was fine. I even bought the car there for an oil change maybe a month ago and asked again about the engine light and was assured that nothing was wrong. When I came in to shop for a new car, I was in the market for a *** and they bought around a Camaro. It seems like they knew the problem and just wanted the car off of their lot. They are very shady.Im supposed to be hearing back from ******** today and if they dont offer to pay for the repair, I would like to pursue all legal action possible. I doubt they will call as it takes 5 days to talk to anyone who actually knows whats going on.************************* is the sales rep and ***** was the sales manager at the time of sale and still currently is. They both assured me that the engine light was nothing to worry about multiple times and then my car breaks down in the middle of the road on a busy street in the middle of the day. They also said they would throw in free maintenance for a year and upon reviewing paperwork, they added that service for $1500 without my knowledge. The total cost of this transaction was just over $23K They need to pay for the cost of this repair now that the vehicle is at another shop.

  

  Business response

  05/01/2024

  ******,

  My name is ******************* and I am the owner operator of the dealership.  I will be more than happy to assist you with this matter.  Please email me at your earliest convenience so we can schedule a time to meet and resolve this matter. 

   

  **************************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are 2nd or 3rd owner of 2014 ***************** LX - bought for my step-daughter.While driving home from work the engine started knocking. Took it to ************ who told us that we need to take it to the nearest KIA ********** because there was a recall/settlement and we needed to get the knock sensor or something to that effect installed before we hit ******* miles. This was the first we heard about the recall/settlement since we are not the original owners and have not received any communications from **** So, we took it to Riverchase KIA in Birmingham AL, and told them about the engine knocking and that we needed the knock sensor installed if not already done - this was end of July 2023. Would call them every other week to check on the progress and was told every time that they are short staffed and give them another week or 2. On August 22, called and asked to speak to ************ Manager. Was told she was not in town, so we spoke with **** who said he would check and let us know something by end of the day. Never heard back from him, so we called the following day (8/23/23) and spoke with **** again. He says they are behind but he would try and get it in by that Friday. Never heard back so we called again 8/29/2023 and asked to speak with the ************ Manager. Was told she was on vacation now. So, we talked with ***** this time. He asked for the *** and verified that the vehicle WAS covered under the recall/settlement and he would put a claim in to *** for it. Said he would let us know what *** says. Waited a couple of weeks and never heard back, so we called again on 9/6/2023 and left a voicemail for *****. Waited another week and no response. Called again on 9/14/2023 and spoke with ***** again. He said he would have someone bring the car around to the shop so they could get all the information needed for *** and would call us back in a day or two. Never heard back.Finally, on the 22nd of September, *******, the Service Advisor calls and tells us there are multiple codes being thrown and they need to do further diagnosis which we have to pay them for (the estimate was $400). I told him I should not have to pay for that since all we want is to know if the knock sensor was installed and if not then install it since it is covered by the recall. He refused to do anything unless we paid him $400. My daughter needs the car for work/groceries/doctor visits/etc and has already been without for right at 2 months, so I agreed to pay the $400. The next thing I hear from ******* is that the *** is bad and they need me to pay $3,000 to fix that before the can verify if the knock sensor is installed. I told him no, I wanted another ********** to look at it and that my daughter would be there the following day to pick the car up. The following day, my daughter goes to pick it up and is told the car is not drivable (won't start...nothing) due to the ***. She advised them that the car was working when we brought it in. They really had no response to that other than they are sorry and will be happy to fix it if we pay them the $3,000.

  

  Business response

  10/04/2023

  Initial inspection observed no communication with ECU. Further inspection found ECU to be faulty.
  Informed service writer and now awaiting instructions. --Customer declines all repairs-- The vehicle will not communicate with the ***** Vehicle needs ECU replaced before we can perform any recalls or further diagnostics. All work declined by the customer.

  On 9/22/23 @ ****** the (daughter) customer stated they would return with a tow truck to pick up their vehicle and pay diagnostic fees on 9/23/23 before closing. Customer was told that they have 3 days to pick up the vehicle or approve repair work. After the 3 days, the customer would owe storage fees. The daughter acknowledged that she understood. As of today 10/4/23 @ 5:15PM the vehicle is still here at the dealership. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brand new *** ******** x-pro purchased on 12/30/2022. Check AWD/4WD light came on. Dropped off at Riverchase Greenway *** on 8/29/23 (has currently been in their service department for 3 weeks) with light on and less than **** miles. ******** system is faulty, electrical system has malfunctioned, the car has been deemed unsafe to drive by Riverchase Kia and they dont know how to fix it. Instead of telling me that they cant fix it, they parked it on a hill up from the dealership by the ***** that looks like a junk yard. The car is still under manufacturer warranty. Had an appointment with sales manager ************************* today and instead of offering me the buyback that we discussed over the phone, he proceeds to tell me that they can only do a trade-in. This dealership sold me a lemon and is aware of this. Instead of doing the lawfully right thing, they chose to try and take more money from me as if I didnt know what my options are. Very dishonest individuals and criminals. I wouldnt recommend this dealership or the *** ***** to anyone.

  

  Business response

  10/04/2023

  The assumption that the dealership does not know how to fix the vehicle is incorrect. Riverchase Kia diagnosed vehicle and we are waiting for the part to arrive. The part was put on order and is due to arrive on 10/12/23. When part arrives, the vehicle will be first priority on repairs. 

  Customer response

  10/05/2023

   
  Complaint: 20623952
  
  I am rejecting this response because: Its not an assumption. I have the service records. After the original service advisor ****** quit (which I was not notified), the car was finally handed over to another service advisor. The current service advisor has been diagnosing the vehicle. I received a call from the current service advisor on 9/28 letting me know that the entire coupling system would be replaced. He stated the parts would be ordered and would not be received until the middle of the first week of October. He also stated they would have to assign a technician to my car as they havent even had a technician to have to replace a coupling system on a new sportage. I have no date or timeframe on when I will even possibly receive the car back. At this point, this brand new SUV has been in the Riverchase Kia service department since 8/29. 
  
  Sincerely,
  
  Keaura Looney

  

  Business response

  10/20/2023

  10/20/23 Customer was contacted and updated with a new estimated time of part arrival. The new date per ********** base is 10/24/23 to arrive in ATL. After the depot receives the part they will then ************* at Riverchase Kia. The part should hopefully arrive by the end of next week. Again, as soon as we receive the part we will make this vehicle a priority. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They had a my car for 4 weeks and then lied that the car was ready. 1 person quit so apparently no one else can work on my car. Their company shouldnt be reliant on 1 person.

  

  Business response

  07/06/2023

  Riverchase Kia had the vehicle from 6/13-6/30. The customer already has possession of their vehicle. She picked up on 6/30/23 and the Service Director apologized for the delay in parts. Customer had other issues with her vehicle other than the original diagnostic, which is what caused the delay in repairs. The customer received a major discount and full tank of gas before they picked up. 

  Customer response

  07/07/2023

   
  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

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sportage in August and the car has had a *** part that needs replaced. It has been going on for over a month now. I cannot get service to perform this and repair the car so it can be used. I cannot get anyone in service to pay attention and work this issue, so I am sending this in hopes someone will help me. If not, I will have to visit the dealership and ask to speak to the owner and/general manager.At this point, there are 3 options:1. Find the *** somewhere and get my car fixed within 14 days.2. I will bring the car to dealership and you can pull a *** from a car you are trying to sell and you can let yours sit around and not move until you can replace that ***.3. I will bring the car to the dealership and drop it off and you can give me the same, new car with no issues.If I cannot get something figured out shortly, I will be forced to start legal inquiries and also ask local media to cover my story of the awful service experience I have here. And I am a customer that has purchased two vehicles from you because the initial experience was great. Had I known then, that your service **** and commitment to servicing a bad product you sold me, I would never have purchased either car from you.

  

  Business response

  07/13/2023

  We have advised the customer on multiple occasions that we need to be able to verify the customer's concerns before replacing any parts. Replacing parts without confirming a fault or bad part could be considered warranty fraud.  Every time the customer has come in, we could not duplicate the issue. We have advised the customer to try and record the issue safely if possible. Until we can verify the issue, unfortunately we cannot make any repairs. 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2018 Kia ******* from Riverchase Kia in July of 2022. 8 days after purchase we contacted our salesman because the car had a puddle of fluid where it was parked, the ** was not working correctly, a headlight was out, and the oil lamp light on the dash kept going on and off. The dealership agreed to diagnose and fix the car or if it had engine issues they would take the car back. Several days later I received a message from our salesman that the car was cleared from any engine issues and ready for pick-up. The service department told ** the car needed and oil system clean out (which the preformed), they said the ** did not malfunction while they had it and they could not find a source for the leaking oil. Fast forward 8 months to March of 2023 and the knock sensor goes out on the car. We attempted to have it repaired at Riverchase Kia but they could not look at the car for 13 days. Over the next 7 weeks the knock sensor disables the car 2 more times. On Thursday, May 4th 2023, the car is taken back to Riverchase Kia and left for diagnostics and they tell ** it needs an oil system clean out. I inform them that service was done by them 10 months ago and if my vehicle is leaking oil they need to diagnose it and not throw a bandage on an engine problem. I have 2 warranties on this engine so that should not have been an issue. The service department then tells me there is no documentation for the services done on my car in July of 2022 and the service advisor that had my car was fired for not documenting work done and/or not doing the work. They finally agreed to appropriately diagnose the car at no cost to me. On May 11, 2023 the service department informs me that the car is leaking oil from the valve cover gasket and it will cost $800 to fix. They also told me the knock sensor issue is because it has been leaking oil this entire time and the engine is sending out a false reading. They are still insisting that we are responsible for these repairs.

  

  Business response

  05/26/2023

  Customer's concerns have been addressed. The customer purchased a used vehicle on July ******* and then had a oil leak numerous months later. Riverchase Kia paid for the customer's oil leak (gasket replacments) for customer satisfaction. The customer has possession of the vehicle at this time. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩