ComplaintsforCar Pros Kia Glendale

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new 2024 Kia ** from CarPros *** in Glendale, **. A month into buying it the car gave me issues. All the warning lights on the dash would come on and the odometer would stop working. The steering wheel would stiffin up and the check engine light also came on. I took the car to the *** ********** where I purchased to no avail. When I brought it in they said that the issue is most likely rodent repair. I heard this before but I knew that wasnt the case because I took it to the ********** near my home and they clarified that there was no rodent damage. A couple of hours go by and I return for a detail update. The service guy told me that the battery was loose and it was good to go. I drove the car home and the issue returned the next day. I returned the car to CarPros *** Glendale and they diagnosed that the car was in an accident. This is a clear lie. I bought the car brand new and I never had an accident. The car never had a fender ****** or any time of damage of any sort. I told them that it was impossible that we had a car accident and they held on to it. I told them that the other ********** cleared any accidents and had the video of all diagnostic test that they ran. I still have the videos. CarPros *** of Glendale is not to be trusted. They are not honest and they look to blame the consumer for damages that warranty is supposed to cover.

  Business response

  03/25/2024

  Dear *****************,

  Sorry you feel this way about our service department, Please feel free of contacting me at ************

  *** new car warranty is accepted by all *** dealerships and you are more than welcome to get a second opinion,

  You are more than welcome to stop by and we can review the diagnostics with you.

  Thank you,

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

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used ****** Ascent on 2-24-24 from Car Pros **** The car was dirty and still needed to be detailed and cleaned. They told me to bring the car back on 2-29-24 to get detailed, which I did. They called me and told me the car was cleaned and ready. When I arrived the exterior and interior were still dirty! I brought this to their attention and they told me to wait another hour and sent it back to get detailed for a second time. The interior of the car was STILL not cleaned (I have pictures). Therefore I negotiated with them to be reimbursed for an interior detailing from a company of my choice. We agreed to $160, I sent them the receipt on 3-3-24. I also had a concern about an oil stain on the headrest which I was told would come out in detailing. The stain did not come out from their detailing company or mine. On 3-7, I contacted the ** to confirm that my $160 was being reimbursed and to request that they replace the headrest since it was falsely promised that it would be cleaned. His assistant **** called me back and told me that they would expedite the check for $160 and he would look into getting the headrest replaced for me. He said he would get back to me the next day (3-8). I have never heard back from him. I texted him on 3-9 for an update, called and left a message on 3-11 and sent another text on 3-13.. They are ignoring me and not honoring their word to refund me the $160 (which I have in writing). They also owe me a new headrest.

  Business response

  03/25/2024

  Dear ***************************,

  Thank you for buying a car from **, the check was cut and mailed to you and you cashed it on 3/18/2024.

  If you need any further assistance, please feel free to contact me.

  Thank you,

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

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

   

  Customer response

  03/25/2024

   
  Complaint: 21430691
  
  I am rejecting this response because you still havent replaced the headrest. After all that I had to go through just to get my car cleaned you can at least replace the headrest. I know you can get it at cost and I was told that the detailing would clean it, which it didnt.
  This whole process has been awful and time consuming. You can at least do this one thing that technically should have been caught and done before the car was even sold. 
  
  Sincerely,
  
  ***************************

  Business response

  03/30/2024

  We ordered and mailed a new headrest to the client.

  Thank you.

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

  Customer response

  04/01/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: September 8, 2022 - Present The amount of money I paid the business: Car was leased from the dealership and voluntarily surrendered and returned to the dealership on September 8, 2022. $11,703.00 was paid to *************** ******* dba ********** ******* which is the financing company for the dealership. The 2019 ******** was voluntarily surrendered to *************************** on September 8, 2022. The car is currently valued at $17,549 - $24,165. I have not had the vehicle since September 8, 2022 when the car was towed and left at the dealership. The car tow receipt is attached as proof.What the nature of the dispute is: On September 8, 2022, the 2019 ******** that was leased from Car Pros Kia Glendale dealership was voluntarily surrendered to the dealership. The dealership has stated that the 2019 ******** was not towed to their car lot on September 8, 2022 to ******************************* at *************** ******* dba ********** *******. They refuse to return my calls to them since September 11, 2022. I have called repeatedly and talked to several different people, supervisors, salesmans, etc in different departments. None of my calls have been returned. Via phone on September 8, 2022, *************************** told me that he would mail the car return receipt to my home address regarding the voluntary surrender, the car would be held at the dealership for up to 21 days and then sold at auction after Kia ******* ******* picked up the vehicle and I would owe the remaining balance. The lease would be terminated and I would no longer make payments. Unfortunately, I have not seen the car since that day and I have not had the vehicle in my possession since that date. Now the car can not be located by *************** ******* dba ********** ******* which is the financing company and they are saying that I owe $20,571.00 to them. The dealership will not return any calls to me and they continue to say the car was never there.Account number: ********** VIN: *****************

  Business response

  12/18/2023

  We are sorry the client feels this way, when someone volunteer surrender a car it is owned by the bank. we only host the vehicle till the owner which is the bank pick it up and sell the car.

  we have no interest or charge for storage, the bank is the legal owner and that is a different entity than the dealership.

  feel free to contact me at ************ if you have any questions.

  Thank you,

  *******

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car with *** on july 26, 2023 and I brought it back because the car is used and they sold it like new and I ask the financial manager if the behicle was new and he say yes that they can not lease a used car but the car they lease me was a used car.

  Business response

  09/07/2023

  thank you for the review, since the complaint came from a third party who we didn't engage in doing business with i cannot share details for Privacy first and I cannot comment on the false accusations second without talking about private party information with a third party.

  I would love to help the person whose name is on the cancelled transaction, please feel free to contact me.

  Thank you,

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

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  I have attached a copy of BBB case number ********. This case was filed about ********** Finance. All of the relevant information for this complaint is in that document. My contracted lease payment of 12/14/2022 was $590.73. *** posted the account on or about 12/20/2022 with a payment of $594.79. This results in about a $200 overcharge for the 48-month lease. A sales manager named **** agreed to pay me $200 as compensation for the incorrect payment. As of today, ******* has not reimbursed me the $200. After more than 50 phone calls, 4 appearances at the dealership and 4 more written notifications I have received no adjustment nor $200 reimbursement. Please help me resolve this issue. I shall attach the payment page of the lease and the complaint filed with Kia ********************************

• Initial Complaint

  02/14/2023

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  I leased a 2023 *** **** EV Wind from ************ on 12/14/2022. The vehicle's VIN is *****************. The lease was through *** ******** I have leased/purchased numerous vehicles from ***/Hyundai ******** The lease agreement stated the payment to be $590.73 monthly for 48 months. The lease information became available on my finance account with *** on or about 12/20/2022. The payment was posted as $594.79 an increase of $4.03 per month. I contacted *** ******* and Car Pros *** in Glendale almost immediately. My communications were numerous by written methods and tens of phone calls for the last 60 days. Thus far, 3 payments of $596.79 have been made. Car pros *** agreed to pay me $200 for the payment error six weeks ago. I have attempted to reach Car Pros 3 to 4 times a week to collect the $200 and it is now at a point where Car Pros puts me on hold each time I call until an answering machine comes on. I leave a message and as always my calls are never, truly never, returned. Th is is a situation never, again never, experienced by me as I approach my 75th birthday. I have purchased or leased somewhere in the neighborhood of 100 vehicles and this situation is the first time a dealer and the finance arm of the dealer have modified my payment as well as the terms defined on the written lease agreement. The amount over 48 months is a loss to me of $193.44. Thus a check from Car Pros for $200 would be great or adjust the payment to $590.73 and send me check for the 3 months of over payment.Thanks, ***********************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  When deciding to buy out our KIA Sol at the end of term the buy out was confirmed via phone to be $14933.69 per written contract . When I sent in the above dollar amount the buy out was now escalated by over $3000.00. I have called and gone to the dealership numerous times to speak to MOHAMMAD the person in charge of settling disputes but he is always in a meeting or he will call you when he is available which never happens .I have all documents and records should you need

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Let me start by saying that I've leased 2 cars from this dealership. And recently purchased my 2021 ** last year in March. Since then the car as had radio issues. Just recently the sensors in my car started to act up. I brought the radio issue up to the dealer twice, and was going for a third time on Sunday 02/27/22. The first time I took it in, they reset the radio. The second time. **** told me I had to reset my radio every three months. Its a brand new car, why would I have to do that every three months!? Fast forward to 02/27/2022. I make an appointment for 8am. **** is alone and taking all the cars. Not asking for appointments. I wait 50mins after 8am. That's when **** tells me there is no computer Technician that can fix the issue. Mind you, I would've understood that, had that been communicated when I made the appointment. I live in *********, its not close to Glendale. The price of gas is going up. Not once did I get an apology. I'm so tired of dealing with this dealer. I reached out to ******* to explain my frustration and asked for help. I emailed him twice, before coming to the BBB, and got no response. But He'll email me at least twice a month to try to buy my car, or get me to get a new one. I don' t none of that! I want my car fixed!

  Business response

  07/07/2023

  I reached out to ********* to answer her questions and make her happy.

  she can reach me back directly at ************.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Let me start by saying I've been a Kia owner since 2015 and I've had good experiences for the most part. Unfortunately, this communication is regarding the worst sales and customer service experience I've ever had. When you walk into your ******************* location one can't help but see signs everywhere regarding the award ranking 5 star customer service status. This is very perplexing and challenging considering how I've personally been treated. On Sunday, October 24 I was at the dealership getting my car serviced when I received a call from ***** ******** She proceeded to tell me that they were buying back older model Stingers and putting people in the newer model. She said, "we can put you in a 2022 for little to no change in your payment." 6 hours later we were able to work out a deal and I was able to leave with the newer vehicle. Due to it being late in the evening and the sales person working with multiple clients the appropriate service experience was not received. There was no walk around of the vehicle or review of all of the features. ***** barely was able to connect my car to UVO and then said she would text or call me later. I then was given the keys and was able to leave and ***** she never ********* me. Once I got home I looked over the vehicle in the light and noticed that there were ********* everywhere. I immediately reached out to ****** my salesperson, to make her aware of my findings only to receive no response. After sending multiple communications to her I received silence. This gave me the impression that she just wanted the sale and once the sale was final I was no longer a priority. I brought the vehicle back to the dealership on ******* October 25 in the evening. When I expressed my reason for bringing the car in no one really wanted to assist me. When one of the managers, **, finally offered to help he gave the same spill that they weren't real ********* and that those were a result of the ******** that that the cars come in.

  Business response

  01/14/2022

  Business Response /* (1000, 8, 2021/12/31) */ I REACHED OUT TO THE CUSTOMER ON DEC 17TH AND EMAILED HER TODAY, WE WILL WAIT FOR HER RESPONSE TO MAKE SURE SHE IS A HAPPY CUSTOMER. Business Response /* (-10, 9, 2021/12/31) */ Business supplied email:******************** Use this address for any contact with the Better Business Bureau

*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. ↩