ComplaintsforFuture Kia

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Future Kia of Clovis, ********** has the worst service department of any make of car service that I have ever experienced. My *** ******** had an extended warranty for a fuel pump. My car smells like gas all the time and they had the nerve to tell me there was no appointments until March. One man told me just to not drive it, does that mean Im supposed to rent a car until next March? They are very rude when you talk to them. The only thing they keep telling you is bring it in and we hope we can get to it someday. I even offered to bring it in on October 1 2024 and pick it up on the 17th and he said there is no guarantee that they could get it to it during that time. I think the main problem is they dont get reimbursed for fixing it so they have no desire to fix it. Because it is a warranty issue they would much rather work on those who have to pay. I called corporate *** and they said they could not help me at all, I am so frustrated and feel I been given the runaround and I think this company should not have a B+. It should have an F. I am 75 with 3 adult daughter with Down Syndrome. I need my car.

  

  Business response

  09/05/2024

  ****** came in on Tuesday the 3rd of September, we provided we alternate transportation, her car has been inspected, the concerned is verified, the parts are ordered, upon their arrival we will install immediately.

  I wish I knew who she talked to, and did not tell her to bring the car in immediately? 

  *******************;

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

   

  Customer response

  09/06/2024

   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.

  I just want to add that they have been amazing and did not understand why they did not ask me to bring the car in immediately. I was told to work with *****, but he was not there Tuesday morning so I have been dealing with ****** who I had a year ago and is an amazing advisor. ****** has bent over backwards to help me. unfortunately there are no parts available but I have a beautiful loaner and Im quite happy with how *** has responded

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My care was stalling so I took it into dealership under warranty and after three weeks they stated they couldnt figure out the problem and then after after month and now going on over two months.I am unable to get any answers or resolutions to this matter.

  

  Business response

  08/27/2024

  We have been in contact with ********************************* and are in the process of going through the steps that *** of America is asking us to do to have the engine repaired under warranty. ********* is correct, the service advisor helping her was terminated and had dropped the ball on processing her claim. ***************** our service manage is helping ********* and will do so until the repairs are complete.

  Sincerely,

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

  General Manager

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

   

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My *************** 2012 experienced a check engine light with a knocking noise and losing power. I went to Future Kia for them to service the vehicle on 06/12/2024. *************************** the service advisor checked in my vehicle and said it would take two weeks for them to give me an diagnostic on the vehicle. On 6/24 at 4:47pm there was no answer. I called again at 4:58pm and talked to ****, he said that the diagnostic came back negative and that they needed to look at it further and they estimate $2700.00 to fix. I asked to let me know what specifically was wrong with the vehicle and why it was going to cost $2700.00. I asked him to also check to see what was covered under warranty because the vehicle is under warranty. He said he would get back to me. I received no call back or follow up. 07/01 at 10:03am no answer, 07/08 I called at 2:22pm and 3:43pm no answer. On 07/09 at 1:45pm and 3:39pm no answer, 07/10 10:40 spoke to **** who said it wasn't covered under warranty. I asked for a full report with itemization of what they thought was wrong with my vehicle. Said he would complete it in a couple of days. 07/12 at 11:00am went into the service center spoke with ****** the service advisor who informed me that **** was terminated and that their systems were down but he would investigate what was going on with my vehicle. 07/15 at 3:22pm spoke with ***** and left a message for ****** or any service manager to give me a progress report on my vehicle. Called on 07/18 at 11:18am no answer, called on 07/19 at 5:54pm no answer, 07/22 at 1:15 no answer. Escalated to ******** at 1:20 and 2:13pm spoke with **** who was going to escalate my complaint Ref # ********. Called on 07/24, 07/26, 07/31, 08/1, 08/02, 08/06 left message with ****'s Techs for progress. On 08/08 spoke with ******** ******* said my case was submitted 08/07 for escalation/ no escalation case # was not generated, I had to wait 5-10 business days. Called 08/07 Future Kia manager ***** had no idea about my car.

  

  Business response

  08/09/2024

  Long story short, **************** car was completed 3 weeks ago but she was never notified, the advisor helping her was no longer working here. She picked her car up yesterday 8/8/24 and we did not charge her for the repair. I asked the service manager how the battery was after sitting here for a month, he said that it was noted when the car came in that the battery was weak and would need replacement soon. The service manager called her, she will be coming in on Monday and we will be replacing her battery at no charge. 

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

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

  Customer response

  08/13/2024

   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.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought my vehicle two years ago. It has had a total of two recalls and Ive always been up-to-date on my service however, as of today it has been over a month and I cannot get the service department to answer their phone so I can get service done on my vehicle in one of them is a safety recall on my gas tank to me this is a refusal of service. This is a breach of contract that we had both signed two years ago when I bought this vehicle I have made multiple attempts to make contact with no return phone calls the amount of recalls Ive had on this vehicle in the short time and the electrical issues I am not happy with ************ At this point, you can buy the car back plus interest.

  

  Business response

  07/17/2024

  Dear ****,

   

  First of all I am very sorry it had to go this far for you to get an appointment, there are numerus mitigating factors, none of which should affect you. ***************** will call you today to set an appointment at your convivence and we will work you in.  My name is ******************* and my direct number is ************ if he does not call you or you need anything else please call my direct line, you will probably have to leave a message as we have 4 rooftops, but I return all of my calls.

  Thanks for your patience,

   

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

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2023 ************* for a misfire, they kept my vehicle. When I came to retrieve my vehicle. All my work tools were stolen and money out of the center console when I ask them about it. They told me that I was lying and that the tools and money were not in the vehicle. And that I didn't know what I was talking about. Basically I needed to replace him on my own At this time I can't afford the two thousand dollars in tools that were stolen

  

  Business response

  01/02/2024

  Below is the timeline for this customer, at no time was the car broken into, we did not see any action on our cameras, we have a 24 overnight security guard. All repairs orders written at all the new car dealerships have verbiage that states the dealer is not responsible for items left in customers cars.  ****

   

  Vehicle came in on 9.15.23 for a rough idle and struggles to accelerate at times. 
  -Vehicle was here for 2 days and verified a slight miss-fire.
  -******************* picked up vehicle 9.17.23 as it was intermittent concern. We needed more time for diagnoses and  rescheduled for the vehicle to come back.
  -Vehicle returned back to dealership 9.20.23.
  -Diagnosed,ordered a coil pack, and customer was put in a rental *******
  -SOP parts arrived 9.26.23
  -SOP parts installed 9.27.23
  -SOP parts did not fix the problem, further diagnoses needed.
  -During down time customer stated that his wife came in to grab stuff out from vehicle.
  -Vehicle was worked on 10.6.23 and 11.09.23 with *************************** and *** field rep.
  -Not too long afterwards ******************* came in to grab things out from his vehicle. Vehicle was locked at that time and     then noticed that their times were missing.
  -******************* came and picked up his vehicle 11.13.23

  Customer response

  01/02/2024

   I am rejecting this response because:
  
  For one, the tools were in the car. When I dropped the vehicle off. And the vehicle was unlocked when I came to get things out of the vehicle

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Worst car buying experience ever!!!!Got a call from **** telling me about theyre first time buyers program stating that I would be approved and they would put me in a reliable car for 8 to 9 months all I had to do was make every payment on time, then I could pick one of theyre more luxury vehicles.so I booked a appointment and came in,he gave me about 5 vehicles to choose from.I picked one didnt really care for any of the options but I picked what I thought may be the best option out of the 5 he came back with a monthly note plan and said my payment would be 750$ a month for a Kia **** 2022 and told me that after the 8 months my payment would go down and again I would be in a car that I actually wanted .so with the fact that it would only be 8 months I went ahead and did it WORST MISTAKE EVER!!! Once he took my money I didnt matter anymore and their word meant nothing!!!!they constantly gave me the run around especially after the 8 months. I made every payment on time actually early every single month not one late payment and they did not hold theyre end of the bargain. the only reason I got the car was because of this supposedly first time buyers program if it wasnt for **** lying to me about that program I would have never bought a car from them.So now what I was stuck with a car I never wanted from the beginning and a 750$ car payment. I had to do a voluntary repossession because I definitely was not going to keep paying 750 dollars a month for 76 months for a car thats only worth at the most ****** that I never wanted in the first place you do the math.???????So now Instead of having no credit I have the worst credit because of this stupid car lot annnnd I have to buy another car THANKS **** *********************** AND THANKS **** FURTURE **** *** YOU GUYS DID A GREAT JOB ??

  

  Business response

  12/26/2023

  **** is on vacation; I spoke to him last week by phone.  From what I understand she came back and was approved on a car she did not want. Financing is 100 % controlled by the lending institutions, the dealers do not have any control. the last 6-9 months have been volatile for lending institutions and their guidelines keep changing.   When **** gets back into the store, I will review the deal and her situation and see what we can do to make it better.

   

  *******************;

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Future KIA maintenance ***** in regards to my check engine light coming on. The same day in August 2023, the car then stopped working all together. Keep mind I purchased the car less than 2 years ago and had my engine replaced, after having it for less than a year. I was told that I had to wait 3 months, (schedule for November 8th, 2023)for someone to look at my vehicle. I have an Extended Warranty, not expecting to use it once again. I let them know I cant be without a vehicle. I care for my 6 grandsons, 3 of which have Special Needs, and a lot of doctors appointment. I was told thats the best they could do. I then contacted ******************** and was disconnected 3 times. Eventually I was given ***** **** extension, this was last week, but no return phone call. This is unacceptable I purchased what I thought was a good working vehicle . They need to fix this.

  

  Business response

  09/05/2023

  First of all, I don't blame **** for being upset. This is not our policy and we will deal with this on our end.  ***************** returned the call this morning, the call went to voice mail, the mailbox was full, ******************* was unable to leave a message. 

  ***** spoke to **** late this afternoon, she will be bringing her car in tomorrow.

  Thanks for heads up,

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

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

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’m on disability and I’ve been telling them that I felt that my car was using too much oil. They finally did an oil consumption test. This after the 2nd time telling them. The oil consumption test failed I was told that I had to pay 500.00 and leave it overnight. I called them back numerous times to see if they could help me by contacting Kia corporate for assistance no one ever called back I .notified ************ 2/3/ and 2/10 by email plus called on 22nd no return. Calls. I also left a message with Manager 2/23/23 no return.. Since all I was doing was getting the run around I called corporation of Kia they gave me a a case # ********.they said that they would send a email to Kia of clovis for a good well assist. I have never heard anything back from clovis or corporation now my car is at 100,000 miles which warranty is now ended . I assume that’s what they wanted . They wouldn’t have to assist me.. I have bought several vehicles through clovis Kia. I have done everything they have wanted . Since I needed help that was not going to happen . This is poor and unfair business. I want you and other consumers to be aware.

  

  Business response

  04/24/2023

  We have contacted the customer and the Kia Factory rep, our customer is coming in this week to continue the oil consumption test and we will work with her and the factory to get this issue resolved . I will update you as we go.

  Thank you,

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

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was in for scheduled emissions recall work but the service associate also added an oil change that I did not ask for. When I picked up the car and told them I did not request an oil change the associate said it was complimentary since it was their mistake. Three and a half hours later an associate calls me to tell me the manager ***** decided since I signed paperwork authorizing the work I needed to pay $50 for the oil change and if I don't I would not be able to have my vehicle serviced there again. My issue isn't with the an associate making the mistake of adding an oil change to the ticket or that after telling me it was complimentary (That was good customer service and I left feeling that they made up for the incompetence or mistake). My issue was the manager changing their minds after the fact and calling me when they are closing and telling that if I didn't pay $50 I would no longer be able to bring my vehicles there (That is poor management and bad customer service). I felt very disrespected. I returned the next morning to speak with the service center manager ***** and explained how I felt this was unprofessional and disrespectful. After several minutes of discussion with ***** where he kept blaming the associates for how it was relayed to me and failing to take ownership or apologize, I gave him $100 for the oil change and told him he was losing my future business of my three Kia vehicles as well as any future sales from the dealership. I have taken ownership of signing the authorization to compete work form without inspecting what service was being performed until after the fact. I understand employees make mistakes and erroneously added the oil change. What I take issue with is the manager, ***** having his employee call me and give me an ultimatum to pay or they will refuse to provide future service. Very poor customer service and bad management!

  

  Business response

  01/10/2023

  Dear BBB,

  
  

  Future Kia handled this situation poorly, after talking to the customer we refunded his money and apologize to him, prior to reading this complaint. 

  We can close this case.

  
  

  Sincerely, 

  
  

  **** *****

  
  

  GM

  Customer response

  01/13/2023

  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.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a used vehicle in 2018.p****ouowned. We also purchased a extended warranty to start as the manufacturer warranty expired in 2020. Now the extended warranty will not honor the warranty due to Kia filling out paperwork for extended warranty incorrect. I spoke to service manager harry cha. And T***** ******** who is responsible for extended warranty paperwork who had said the warranty covers 84 months or 100,000 miles from 2015 in service date. We did not own vehicle till 2018.

  

  Business response

  08/31/2022

  Dear BBB,

  I have enclosed a copy of the service contract Mr. ******* signed, it clearly states "The Service Contract expires by time from the vehicle in-service date, or when the odometer reads the mileage term selected, whichever comes first  .This is standard with all manufactures , when a used car is being sold that has remaining factory remaining , the car qualifies for the same service contract as if it was new. That means the service contract   starts the day the cars was originally sold. we have explained this to our customer.

  
  

  We would be willing to offer deep discounts to help them with their repairs.

  
  

  Thank you for your time,  

  
  

  **** s****

  General Manager

  Future Kia

  55***********

  

  Business response

  09/15/2022

  I responded to the initial complaint; every manufacture extended service contracts work the same way when purchasing a used car. You can get the same service contact as you would if the car was new, but the contract starts from the original in-service date. We can look at their car and offer a deep discount for any necessary repairs, but we cannot change the terms of a service contract.

   

  I’m sorry for the confusion with this customer.

  Customer response

  09/15/2022

   I am rejecting this response because:
  
  Like I said I researched with other dealers. Extended warranties start after manufacture warranty. 

  Here is a screen shot of the explaining extended warranty as to when it starts.as we were informed upon purchase of extended warranty 

  At purchase of vehicle.

  T***** ******** is explaining a new car extended  warranty. The warranty contract that he posted is titled new vehicle warranty that warranty is only valid for when you purchase the vehicle new. It shows that Kia filled out the paperwork wrong and they must fix that clerical error themselves. Which would honor the warranty from 2018 when manufacture warranty expires 84 months or 100,000 miles from the mileage vehicle was purchased. To remedy this situation I will accept Kia sending us a check for the 2015 year 2016 year 2017 year that we did not own the vehicle and  refund us that money or honor our contract from when the manufacture warranty expired .~84 months or 100,000 miles from when vehicle purchased.

  To remedy this situation

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