ComplaintsforCourtesy Kia

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, I was sent your email to follow up about my dads car a *** ****** (turbo) 2013. I must say I am stepping in because I feel my father is completely being taken advantage of. This is the fifth engine replacement!!! I cannot express in words how the 2nd, 3rd, 4th and now 5th replacements how much in fear for their lives we are for them to drive this vehicle!! Each breakdown happened in dangerous places to be broken down. In 2016, My family almost lost our parents in ********, ** in 80 mph traffic on highway 5, on the first engine replacement. The fact that I have witnessed *** employees refusing to confirm the vehicle is safe to drive and being extremely ***** about fixing the issues that arise with engine replacement; turbo, hoses, axels, has me very interested in legal representation. The last two engines the service center refused to replace the turbo, while doing it for the first three. Industry standards state that the turbo should have been replaced with each engine replacement. Both ***** and Courtesy Kia have been unwilling to assist, keep trying to upsell other services that should be connected to the engine repair. Example the axel needs replacing; we know you must take the axel out to replace the engine, but you present a price that shows this would be overlapping labor. A rental while being fixed was like pulling teeth to get and had to be given up even though the car is still at Courtesy!!! Make it make sense! At Courtesy, the latest *** mechanic salesman (*******) has continued to use verbiage that everything HE is doing is a courtesy. Warranty and courtesy are two completely different things. I suggest some training to the young man on customer contact is required. My father has been without a car for two months now and we have no communication on when it will be fixed and returned. He has spent and spent on this vehicle and **** is making a ton of money to get him around!

  

  Business response

  08/21/2024

  *****************
  2013 *** ********** VIN: *****************
  Current Mileage: *******
  History Recap:
  June 23, 2021 (Mileage: 160,852)
  The vehicle was brought in with the concern, Vehicle died while driving. Upon inspection, it was found that the engine had seized due to a connecting rod failure. The engine was replaced under warranty.
  July 10, 2021 (Mileage: 160,879)
  The vehicle was returned with a check engine light. We found a bad connection at the throttle position sensor, which was secured. The valves were reset, and the vehicle was road-tested.
  There was no further record of the vehicle being brought in until July 3, 2024.
  Current Repair Order:
  July 3, 2024 (Mileage: *******): The vehicle was towed in with a locked-up engine. Our inspection confirmed the engine had seized, and it was approved by *** for replacement under warranty.
  During our multipoint inspection, we recommended replacing several items including both front control arms, both outer tie rods, the passenger side axle, 3 engine mounts, hood struts, transmission fluid, brake fluid, hoses, tires, and alignment. However, these recommendations were declined.
  After the engine installation, an under-boost fault was detected in the turbo. We reached out to *** and secured approval to replace the turbo under a campaign-related goodwill initiative. The necessary parts arrived on August 21, 2024, and the repairs were completed the same day.
  The vehicle was thoroughly road-tested, and the customer was informed that it was ready for pick-up.
  We understand the challenges ************ and his family have faced with this vehicle and acknowledge their concerns. Safety is always our top priority, and we are committed to ensuring that all necessary repairs are performed according to the highest standards. We appreciate the patience shown during this process and remain available for any additional questions or support.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had horrible experience with this dealership. First it was with me getting my plates. It took almost two months those I had call the multiple times getting the run around. Spoke with CHANCE who just told me false so I would stop calling then I spoke with General manager ***** who helped me and also told me to call if needed anything. That was false as well, because I had another with tinting on my Vehicle. Which I was charged more for when buying the car. I noticed that the tint was Is pilling off. So once again I tried to get help and I was transferred from sales to service department and one could help me. I'm still waiting for someone to help me with this matter. The only good experience I had with this dealership was working with ***************** he was amazing. But this dealership is horrible. I'm a first time buyer and I'm pretty sure this treatment is not normal. Hopefully someone will see this.

  

  Business response

  05/31/2024

  Thank you for bringing Mr. ******** concerns to our attention. We sincerely apologize for the difficulties ****************** encountered in getting his plates and the issues with the window tinting on his vehicle. His experience does not reflect the level of service we strive to provide, especially for first-time buyers.
  We regret the misinformation and lack of assistance received from our team members, and we appreciate the patience and persistence. We're glad to hear that ***************** provided you with a positive experience, and we will ensure that his excellent service is recognized.
  We have since spoken with ****************** regarding the problems faced. To address the inconvenience and frustration endured, we have agreed to refund the cost of the window tinting, and ***************** agreed that is a good solution at this time.  
  Thank you, Should you have any further concerns or need additional assistance, please do not hesitate to contact us.

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

  General Manager

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Car purchase invoice date was 1/18/24.We expected challenging negotiations, we didnt anticipate having to purchase worthless mandatory dealer add-ons, deceptive trade practices and fraud. The dealership wouldnt sell the vehicle without the astronomically marked-up add-ons (*************, Lifetime ****************** & Protect). We were forced to purchase these add-ons and the dealership refused to provide us with the ****************** / Agreement/Contract for those add-ons. We didnt receive the purchase paperwork until we picked the vehicle up which was several days after the credit union check was signed over to the dealership. When we bought the car the finance officer said he would email the electronic purchase documents to us. We never received that email. The purchase agreement was buried in the middle of a stapled sheaf of papers. It wasnt until we got home that we realized the dealership added an additional 3 Years ***************** for an additional $476.69 on the invoice without our consent and knowledge. Attempts to amicably resolve these issues with the dealership were met with indifference, stalling and non-communication.

  

  Business response

  02/17/2024

  Dear Sir or Madam,
  
  I am writing to address the complaint filed against our dealership by *************************************

  In response to the specific issues raised in the complaint:

  Dealer Add-Ons: All dealer add-ons were presented transparently, and **************** signed the necessary documents acknowledging the terms and pricing.

  Paperwork:  The delay in document provision arises from the customer's deferred acceptance of the vehicle delivery. Standard operating procedure dictates the issuance of pertinent paperwork upon the customer's receipt of the purchased vehicle. In accordance with established transactional protocols, the consummation of the transaction is contingent upon the customer taking possession of the vehicle.Given that this crucial step had not transpired at the time the customer executed all requisite documents and elected a postponed delivery, the associated paperwork was securely retained alongside other essential materials,such as owner's manuals and keys, until the customer took physical possession of the purchase and contracted unit.

  Unauthorized Charge: **************** had initially opted to purchase the 3 Year Connect & Protect coverage. However, understanding their change of heart and desire to cancel the coverage, we promptly processed the cancellation without hesitancy or delay. Therefore, we acknowledge their request for a refund of $476.69, and we initiated the refund process immediately.  A check request was sent to our accounting office on January 31, ****, and a check was cut and overnighted to this lien holder, Navy Federal on February 2, ****.

  Our commitment to customer satisfaction remains unwavering,and we are open to resolving any outstanding concerns.
  

  Customer response

  02/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I consider this complaint resolved.  Thank you so much for your help in this matter
  
  Regards,
  
  *************************

   

  
  
   

  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  starting I think September/October of 2023 my car died (engine, oil and battery light came on) and we got it towed to *** where they diagnosed it to be the engine and approved the work under warranty. It was done they said Car runs great. fast forward to a week or 2 later engine light came on and I took it back they advised it was a history code for a random misfire they reset it and then gave my car back a week later my car died engine, oil, and battery lights came on I took it back and they said it was something about the fuel and computer thing and they had to reset the timing of something gave the car back and said it ran great another week or 2 went by and it died again, in the same way, they advised it was the Fuel Injectors they said as a one-time goodwill they would fix it for free they gave it back and said it ran great another week went by and it died again. I brought it back and a couple of days later they called and said it was the high pressured fuel pump and that it would cost ******* to fix I told them to hold off and that I wanted a second opinion but I ultimately decided to have them fix it again because if it died again it would be on them and I asked if it happens again do I get a refund and he said we will cross that bridge if we have to and said the tech said he was CERTAIN that this was the issue. I picked up the car and they told me it runs great. A week later On Fri the 19th My car died again this time, in the middle of the road with my kids (ages 11 & 3) in the car. Luckily I got it started after a few times of trying and a panic attack, as it was the 4th time it died that Morning in a 10 min time-frame and got it in the parking lot and got a tow to the *** ********** that was 4 min away from where I was and I wouldn't have made it. At this point, I feel like they are guessing what the issue is, which I had expressed to them at the time they advised me it was the high-pressure fuel pump. I never had this issue until the engine died.

  

  Business response

  01/30/2024

  We would like to extend our sincerest apologies for the inconvenience you experienced during your recent / current visit to Courtesy Kia. Your feedback is invaluable to us,and we deeply regret that we have not met your expectations on this occasion.
  
  We are currently working with *** engineering and a Field Technical Specialist to diagnosis and find the root cause of the vehicle malfunction. During our testing the vehicle has been operating as design, so we are trying to pin-point an intermittent failure. We will continue testing the vehicle until we can duplicate and verify the failure.  Once we determine what is causing the vehicle to stall, we will take into consideration the money that you have already invested in the repairs and look at the repair options.
  
  We appreciate your cooperation and understanding during this repair / diagnosis process. We extend our apologies for the inconvenience you faced, and we thank you for giving us the opportunity to make it right. Our primary goal is to ensure the satisfaction and safety of our valued customers.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 1/7/2024 my spouse and I purchased a vehicle from this dealership. The finance manager (******) told us in order to get a more reasonable rate, we had to purchase a service contract and finance through Kia ******** The finance manager claimed our credit union we do business with would only offer us a rate that was 2 points higher than theirs, even though we already had a pre-approval through our credit union at a lower rate than he disclosed. In 1/17/2024 our local credit union called and asked why we did not do business with them when they were offering a rate lower than the one we ended up receiving from Kia ******** The manager made it a point to tell us he gave us a rate discount because we were rate conscious. The finance manager claimed he couldve charged us 1.5 points higher than he did but decided to help us. The finance manager claimed he was giving a law enforcement discount on points and service contract pricing.

  

  Business response

  01/22/2024

  Dear Sir or Madam,
  
  Thank you for bringing additional details to our attention. We appreciate the opportunity to address the concerns comprehensively brought forth to the BBB of ******* by our customer ******************************************. After further investigation, we would like to provide more information regarding the specifics of our customers vehicle financing:
  
  We acknowledge that our customer did have an approval through ***************************** approved a loan amount of $24,907.00, which was $981.33 short of the vehicle's purchase price. While we understand this discrepancy, it's important to note that **************** worked diligently to secure the necessary financing to cover the full cost of his chosen vehicle.  *************************** was very adamant that he did not want to put any money down towards the financing of his **** **************, with that in mind, our ****************** made it their goal to obtain competitive financing terms without the stipulation of cash down to gain a full approval.  ****************-Laress credit union approved a loan at ****% for 84 months, while ********* Finance offered an interest rate of ****% for the same loan duration. To provide him with the most favorable terms, he, with his knowledge and consent, opted for financing through ********* Finance. This decision was based on the lower interest rate and the absence of a cash down payment requirement, aligning with his initial preference.  It was made very clear to *************************** at the time of sale and signing that the purchase of additional coverage, as suggested by our finance manager, was not a prerequisite for obtaining the better loan terms. It was made clear to him that such coverage was optional, and our primary goal was to secure financing that met your preferences.

  If you have any further questions or concerns, please do not hesitate to contact *******************,General Manager or *************************, Finance Director. We are here to assist you and address any remaining issues.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my husband take our car in because we got a nail in our back driver side tire. I advised them that I had used fix a flat because the tire would not hold air making it unable to be patched. They changed the tire on my back passenger side. When my husband drove off the indicator light came on advising the back *********** was at 18psi. My husband brought the car back asking if they forgot to put air in it after changing it. They advised him they thought it was the back passenger tire and changed that one that they found a nail in that tire that we were unaware of because the tire was having no issues holding air. They then took the tire with a nail from my passenger side and placed it on my driver side. You can never rotate a tire from left to right only front to back or you risk blowing the tire out. Not only did they not pay attention to the paperwork on what side the flat was on they didn't notice the tire they removed had no fix a flat in it when it was clearly stated on the paperwork. They then did a lazy job of fixing their mistake that can put my family at risk

  

  Business response

  01/18/2024

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

  We would like to extend our sincerest apologies for the inconvenience and oversight you experienced during your recent visit to Courtesy Kia. Your feedback is invaluable to us, and we deeply regret that we did not meet your expectations on this occasion.  Upon reviewing the details of your complaint, it is clear that ************** made an error in not properly reading the work order and mistakenly replaced the passenger rear tire instead of addressing the nail in the back driver side tire. This oversight was a lapse in our usual standard of service, and we acknowledge the frustration it must have caused you.
  After receiving your BBB complaint, we promptly reached out to you and spoke with ***** on the morning of January 18, ****. During our conversation, we expressed our apologies and offered to rectify the situation. As a goodwill gesture, we requested that you bring the vehicle back to our facility, and we committed to replacing the driver rear tire at no cost to you.
  We appreciate your cooperation and understanding in promptly bringing the vehicle back to us at 8:44 AM on the same day. Our team swiftly replaced the correct tire as needed, ensuring your safety and peace of mind. We are grateful for your business and would like to reassure you that such oversights are not reflective of our usual high standards of service.
  Once again, we extend our apologies for the inconvenience you faced, and we thank you for giving us the opportunity to make it right. Our primary goal is to ensure the satisfaction and safety of our valued customers, and we will use this incident as a learning experience to enhance our processes and prevent similar issues in the future.
  If you have any further concerns or questions, please do not hesitate to reach out to us. We value your feedback and your trust in Courtesy Kia.
  Thank you for your understanding and continued support.
  Sincerely,

  Courtesy Kia

  Customer response

  01/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from this ******** dealership recently. I am from ********** and I asked multiple times about the logistics of registration, asking "do I need to do anything to register the car in **********, or do you handle that?" I was brushed off my the sales person, who treated me in a very condescending manner. But finally I got him to tell me clearly that I didn't need to do anything and my plates would come in the mail. So I waited for my permanent plates and my title for a while. After waiting for about a month, I call the dealer and they told me, actually no registration is all my responsibility. So I call my auto lender (USAA) to get my title to register the car in **********. But the dealership never even gave USAA the title. USAA requested the title from AZ DMV, but it can take up to 6 weeks. Meanwhile my temporary plates are going to expire, and I cannot register the car in ********** without my title. So I tried getting a hold of the dealership again to see if they can extend my temporary plates. Now the dealer appears to be ghosting me. I have left 4 different messages over the past week and a half, with both the finance department and the general manager, and no one has returned my calls. I need an extension of my temporary plates, and I would also really appreciate some assistance with the late registration fees that will be imposed once I am able to finally register my car in **********.

  

  Business response

  05/26/2023

  Dear *** or Madam,

  Thank you for bringing this to our attention.  Our finance director has reached out to assist in any late fees that *** accrue, and finding a solution to the expiring temporary plate.  We are working towards a solution with ******************

  Thank you

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 ****** ******** from Courtesy Kia on Black Friday. They sold this vehicle AS IS. however, they neglected to mention there was a transmission issue. When I drove the car it was fine. The day after I went for a drive and I felt something I didn't notice during the test drive. I took the car to my mechanic and He stated there were codes that popped up and the transmission was bad. How do you sell a car like that? We work hard for our money and don't have the cash to throw away like that. I would love it if Courtesy to make this right and fix it or meet me halfway./ and help with the repairs. Never again and I am going to tell all the people I know about this dealership and how they did me. Who knows who else this has happened to during their Black Friday sale.

  

  Business response

  11/30/2022

  Dear Sir or Madam:
  
     Please let me start off by thanking the Better Business Bureau for bringing ****************** concerns with our dealership to our attention.  In reviewing the complaint made by ******************, we can appreciate any frustrations that have incurred with the purchase of the 2013 pathfinder.  ****************** came in and met with General Manager ******************* and they came to the solution of letting ****************** return the vehicle as requested.  This case should be close at this time.  Thank you.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my Jeep Grand Cherokee at courtesy Kia on July 12 of 2022. I got the 12 month ****** miles covered for warranty. On the 16th of September 2022 my engine light came on. I called to set up an appointment with courtesy Kia and they told me I would have to bring it in to courtesy jeep dodge ram to have it inspected, because they didnt have a Service specialist for jeep to look at the vehicle at courtesy Kia. I called courtesy Jeep Dodge ram and got a appointment to bring my jeep in on the 22nd of September 2022. I got a loaner vehicle from *** that same day. I then got a call on Tuesday the 27th of September that the parts were not covered under my warranty. I have a leak in a pipe dealing with the start and stop of the engine meaning its the pipe that tells my engine to turn on and turn off. Its going to coast me $816.20 to fix this problem. I have had this vehicle for three months, and courtesy Kia is telling me my warranty does not cover something to do with the engine. I called courtesy Kia on Tuesday the 27th and spoke to the finance manager and he was going to look into it. And call me back later that night. I never received a call back from him, I called then on Wednesday the 28th and left a voicemail and didnt receive any call back. So I called the 29th which is Thursday and today, and I talked to the sales manager , *********** manager, and the finance manager and all of them keep wanting to say well its not actually the engine so its not covered. Even though my warranty covers the engine and parts with the engine.

  

  Business response

  09/29/2022

  Dear Sir or Madam:
  
     Please let me start off by thanking the Better Business Bureau for bringing *********************** concerns with our dealership to our attention.  In reviewing the complaint made by ***********************, we can appreciate any frustrations that have incurred while trying to get her vehicle repaired under warranty.  The failing component is not covered by the 12 month ****** mile limited warranty that is on the vehicle.
  
    *********************** was offered and declined the extended warranty coverage that would have covered this repair at the time of sale.  With that said, Courtesy Kia management staff has offered *********************** for us to cover 50% of the $816.20 cost to repair the Jeep component that is not covered by her limited warranty. ********************** has accepted this offer of $408.10 as a satisfactory resolution.
  
    Courtesy **************** has been in business for over sixty years striving for excellence every day.
  We thank for your time in helping to resolve the matter with *********************** and Courtesy Kia.
  
  With Courtesy,
  
  
  *******************
  General Manager

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from Courtesy KIA. Salesman ************************* forged my initials on a document and Tyler ******** billed me for items that I had no knowledge of. He explained to what I was signing was about. He neglected to tell me that I would be billed for $3,365.00 for a service contact and $935.00 for a maintenance plan. That is also not my signature initial. I was sent a document from ************************* that I had never seen with my signature on it. Every signature and initials that I did was done on a pad.

*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. ↩