Complaints

This profile includes complaints for Citrus Motors Ontario, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Citrus Motors Ontario, Inc.

  1375 S Woodruff Way Ontario, CA 91761-2233

• 

  Citrus Motors Ontario, Inc.

  P.O. Box 4270 Ontario, CA 91761-8970

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hope this message finds you well. I am writing to express my concerns and request reimbursement for an issue I recently encountered with my *** ********** July 5, 2024, my car suddenly stopped working. The symptoms included the car not starting, various warning lights activating, and the power steering ceasing to function. I attempted to contact the service department at Citrus Motors **** but unfortunately, I was unable to reach anyone. Given the urgency of the situation, I had my car towed to ********* in ******, **********, where they were able to assist me promptly.Upon diagnosis, ********* notified me that the issue was due to faulty ******* cells and that the ******* would need to be replaced. It is important to note that I had recently replaced the ******* at Citrus Motors *** with an authentic *** ******* in December 2023. I visited Citrus Motors *** to verify the warranty status of my *******, and it was confirmed that the ******* was still under warranty. However, they were unable to accommodate my car for a significantly long time, leaving me without a functioning vehicle and no place to keep it.Given that the incident was due to a faulty *** ******* and that Citrus Motors *** was unable to provide timely assistance, I am requesting reimbursement for the cost of the ******* replacement performed by ********* in ******, **********.

  Business Response

  Date: 07/30/2024

  If a customer is seeking a warranty replacement of a **************** There is testing that first must be done to the ******* in order to determine warranty status. Since this customer went to a 3rd party repair facility not authorized to do *** work, Citrus Motors is unable to reimburse for the cost of the ******* that was replaced by *********. If the customer wants to replace the *** ******* with a new *** *******, per ***'s warranty procedures the vehicle would need to be brought to our store with the failed ******* installed so we can do testing. If the ******* is proven faulty, we would be able to replace the ******* with another *******. There is no monetary compensation that Citrus Motors is able to provide in this situation. We suggest the customer reaches out to ***************** ************.

  Customer Answer

  Date: 07/30/2024

   I am rejecting this response because:
  
  I contacted *** of America and their response was that they are not responsible for a replacement battery done at a dealership and to contact the dealership.

   

  see attached email.

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/28/23 I dropped my 2015 ************** at the service center for 5 recalls I was told by ********************************* needed to be performed on my car. Upon arrival, I explained to my service advisor that I would like a diagnostic done and explained to him that only 6 months prior I had extensive work done on my car and it was still experiencing issues. I had the ignition coils replaced, the spark plugs, and the fuel line cleaned. He was quick to tell me about the charge for the diagnostic and also that most of the recalls would not be performed on my car and I was wrongly advised that my car was still covered for these recalls. The following business day after not hearing from them for 24 hrs, I called and was told that all the work I just had done needed to be done again and that the car was misfiring on all cylinders. The advisor blamed the shop I took it to for using after-market parts. I agreed to pay over $4000 to have this work performed again and would take it up with the last mechanic shop and I needed the peace of mind. Picked up my car on 12/1/23 and was told it was perfect. On 1/30/24 I saw a car online I wanted to purchase from this dealership. Was given a trade-in offer of $5500 to be used toward my down payment, except once the service center inspected my car, all of sudden my engine was about to blow and my trade-in dropped to $2000. Was told that sales and service are separate and there is nothing they could do to help me. In addition, since selling my car to this dealership I have received 2 tickets from *****************. So apparently it was ok to drive with my plates still on the car in the express lane twice illegally.

• Initial Complaint

  Date:03/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my truck off on 12/06/2023 and when I picked it up it was scratched up the paint job was bad they had got over spray on everything and there was dried bubbles in it making **** ***** bumps popping out and there was what they called orange peel on all panels from over spray. The door panel was scratched up and weather seal was ripped inside door was chipped back rim chipped door pillar scratched multiple black plastic parts had deep scratches the inside was full of dust from the windows being down from sanding paint. I didnt notice at the moment I picked it up but called immediately once I stopped at home told them Im coming back right now notified my insurance and when I got there they proceeded to sand paper my door right in front of me and start scratching paint from over spray with a s**** driver. Never did they buff or wax or anything sand papered it and said hows it look now. I told them this is not how you do this job they left swirl marks all over it. I let them know I was unhappy with the work no body even reached out to me to try and fix anything until 3 weeks later but now at this point theyve all ready been give 2 tries to make this right and there work is so bad and they wont even look after my truck if I leave it under there supervision. They can not be trusted.

  Business Response

  Date: 03/07/2024

  We are so sorry for your troubles.  Can I ask that either, we pick up your vehicle and provide a rental to you- or, you can come to our location and we can provide a rental from here.  We will inspect the vehicls and make sure we repair it to your specifacations.

   

  Once again, We apologize for the inconvenience.

   

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

  General Manager

  Citrus Motors

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

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  dropped the car off early on 9/5/2023, because I had to work the following day. The car was checked in 9/7/2023. I did not hear from the advisor other than a text to give her a call. I tried to call no response my car did not give checked in until 9/9/23. The advisor lacks communication skills. The car was brought in for an ongoing issue with the electrical system in the car pertaining to the engine. The advisor ***** informed me that they are gonna have to run diagnostics codes again, and it was gonna cost me around $1000. I informed that this was already done in 7/2023, and that I should not be responsible to pay for an ongoing issue with this car. I have also filed a complain against ***************** with this ongoing issue with this vehicle.

  Business Response

  Date: 09/19/2023

  Customer brought their vehicle to ********************** Motor after being with another Kia ********** for service on their issue. We told the customer that we must perform our our diagnosis on the vehicle in order to come to a proper conclusion on the needed repair we can not piggy back on to another **********s diagnosis. Customer dropped their vehicle off days before their scheduled appointment. We diagnosed the issue needing repair on their vehicle as a faulty variable control motion module. Customer's vehicle is outside of the manufacturer's warranty. Customer has declined to get their vehicle repaired with us. 

  Customer Answer

  Date: 09/19/2023

   I am rejecting this response because:
  This is not true. I requested to speak to the service manager. I specifically asked to speak to the service manager. I called on Saturday 9/16/23 to speak with the service manager no one in the service department picked up the phone. The service advisor does not communicate effectively. I have to call her for information on the car. Not one person from the dealership has reached out to talk to me at all. I last spoke with the service advisor on Tuesday 9/12/23
  
  

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Full complaint in letter format included in attachments, along with text messages and Maintenace records. Timeline of events: 3/1/23-Vehicle had engine failure on the highway. 3/9/23-appointment for vehicle drop off at service center. 3/13/23-vehicle still pending diagnosis. 3/15/23- Service Advisor ******* ******, advised on diagnosis findings and they advised if I would like to authorize a $550 compression test to verify the engine failure. Test approved, after researching this diagnosis is under powertrain. 3/21/23 – Service tech ******* **** requested authorization for a $750 engine teardown for Kia to obtain evidence of maintenance neglect by vehicle owner to disqualify powertrain warranty. 3/22/23-Valvoline maintenance records provided to ******* ****** & ******* **** to submit to Kia techline. 3/27/23-cylinder heads (parts needed) ordered; ETA provided for parts 5 days. 3/29/23– vehicle parts received at the service center. 3/30/23–******* stated the cylinder heads will need to be sent out to be resurfaced by sublet, they did not have a precise ETA, but I was given the date of April 7, 2023. 4/7/23– vehicle tear down began, and cylinder heads removed. 4/12/23– cylinder heads have been sent to the sublet and ETA provided weas 4-5 days until they are returned. 4/20/23– ******* confirmed that they have received the cylinder heads back from sublet and repairs have begun, and ETA provided for pick up date was April 29th, 2023. 4/27/23– I received correspondence from ***** the service manager at citrus motors that their service technician has food poisoning, and the vehicle will not be ready for pick up by April 29th, 2023, and new date of pick up that was provided is May 3rd, 2023.

  Business Response

  Date: 05/02/2023

  This customer came to us with an engine concern. She has the complaint of Citrus Motors asking for authorization to tear down engine so we can find fault of failure. Every repair starts as a customer pay situation until we deem the cause of failure as something that is covered under the customer's warranty. We can not move forward with tear down inspection without customer authorization for the dollar amount requested because if the failure isn't cover by the customer's warranty, the customer will be responsible. The customer never comes out of pocket for this cost until we deem if the repair is covered under warranty or not. If the repair is covered under warranty, the customer will never pay the tear down fee. 

  As far as the entire engine vs a short block replacement, we can only do what Kia America's warranty allows us to do. Kia America authorized at short block repair for the vehicle, not a long block replacement. These warranty repairs come with rental coverage from the manufacturer. Kia America deems the amount of rentals days given to the customer for their repair. Citrus Motors is not responsible for covering rental car costs for customers while vehicles are in our shop. 

  It is well documented that there is a technician shortage in the auto industry at the moment. We are doing our best to move the repair along within our shop but we have other customer's to help as well. 

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took vehicle in for warranty repair earlier this month. Was given an estimate for tire replacement and other services. Declined services at the time. A few weeks later I received an email with an offer of 10% off of the services I had declined. I called set up the appointment, told the service advisor of the email and coupon and was told to forward the email so they could honor it. I dropped the vehicle off the night before and then the next day was told they couldn't give me an extra 10% off. After some back and forth was then told, the prices in the email was the discounted price. I finally authorized the tire replacement begrudgingly. After getting home reviewed my paperwork from the previous warranty work and realized the price was exactly the same as the previously quoted price. I would like a refund in the amount of the 10% off that was offered in the email.

  Business Response

  Date: 04/06/2023

  The customer, ***** ******, came to our store originally 2/28/2023 for an axel repair. During the visit, our multi point inspection indicated that the customer was in need of new tires due to low tire tread. The customer declined the repair at that time. We have promotions that are emailed to customers that declined services offering a discount to return to have the services completed.

   

  This customer returned to the store on 3/23/23 to have the tires replaced and wanted to use the promotion that we sent them via email. During the month of March, Kia runs a promotion of buy 3 tires, get the 4^th tire for $1. This promotion through Kia can not be used in conjunction with another promotion. This customer had the option to use the 10% off promotion Citrus Motors sent them or to use the buy 3 tires get the 4^th for $1 promotion through Kia America. The customer chose to use the Kia America promotion which can not be combined with any other promotion.

   

  There is no discount that is owed to the customer at this time.

   

  **** *****

  Service Director

  Citrus Motors Ford & Kia

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/10/22 my car was towed to Citrus Motors. It took until 6/22/22 for my car to be diagnosed and repaired. It was determined that the alternator needed to be replaced. The part was $630.42 and total cost was $1404.03. The car ran fine until Sunday 7/10/22. I was headed from CA to UT for vacation when my car started running bad and shut off at a gas station and wouldn't turn back on. I was more than 200 miles from home in the middle of the desert. I had the car towed to family in Henderson NV and found Aloha Automotive, a local shop the next day. I rented a car ($424.87) and headed on to UT. It was determined by Aloha that the alternator needed to be replaced costing $559.26 plus $50 core fee to get the bad Kia part back. I had to cut my vacation short and return to NV to pick up my car on Friday because Aloha is not open on the weekends. The service manager at Citrus advised that I could file a claim for reimbursement but needed to bring him the part to verify that the part Aloha took out was from Kia. On 7/19/22 the manager at Citrus received the part and filed a claim and told me it could take 4-6 weeks. After 6 weeks I started making daily calls to the manager to receive an update. Eight business days later on 9/8/22 my call was finally returned and I was advised that my claim was denied because they do not reimburse 3rd party work. I told him I wanted reimbursement for their bad part $630.42 and my car rental $424.87 not 3rd party work. He just reiterated they don't reimburse 3rd party work and told me there was nothing more he could do.

  Business Response

  Date: 11/21/2022

  Hi ******,
  
   
  
  This email is Citrus Motors’ response to BBB claim ********.
  
   
  
  The customer, ******** ******* had work done at citrus motors in June of 2022. We replaced the customer’s alternator. The repair was outside of the customer’s manufacturer warranty on their vehicle.
  
   
  
  The part installed by our shop was covered under warranty by Kia America for 12 months or 12,000 miles. Whichever comes first. If a warranty concern is present for the part, the concern must be taken care of at a certified Kia service department. If the work can not be done at a Kia service department (none in the area or the service department is closed) the customer can have the work done elsewhere and file for reimbursement for the work through Kia America.
  
   
  
  This customer’s vehicle was repaired in Henderson, NV on Friday July 15th at Aloha Automotive & Repair *** * ****** ** **** ********** ** *****. Towbin Kia is located 1.5 miles away at **** * ****** *** ********** ** ******
  
   
  
  Citrus Motors attempted to assist the customer in filing warranty assistance. Below is the response the Kia America gave us. Kia America chose to not warranty the part because a Kia service department was available that day to do the work on the vehicle.
  
   
  
  This is not a Citrus Motors concern. Poor workman shift was not the reason for the customer’s second repair. It was due to a faulty part from the manufacturer. The customer’s warranty on the part was denied by Kia America.
  
   
  **** *****
  
  Service Director
  
  Citrus Motors Ford & Kia

• Initial Complaint

  Date:09/23/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DATE OF TRANSACTION: September 11, 2022 AMOUNT REQUESTED: $28,952.22 BUSINESS COMMITMENT: KIA Citrus Motors of Ontario, CA promised to mail an overpayment refund within 30-days and we have not received a check to date. NATURE OF DISPUTE: KIA Finance of America was paid $25,941.04 and KIA Citrus Motors of Ontario was paid $28,665.56 for the same vehicle, 2020 Telluride KIA. September 16,2022 KIA Finance of America released and mailed a hard copy of the Title to Schools First Federal Credit Union. KIA Finance of America provided a letter stating the buyout information for the lease of a 2020 Telluride KIA and checks were initiated and sent to the parties listed on the letter. KIA Citrus Motors of Ontario, claimed the checks were sent to the wrong place, because KIA Citrus Motors and KIA Finance were separate companies and asked us to stop payment on check and have the checks reissued. Schools First Federal Credit Union attempted to place a stop payment on the original checks and sent KIA Citrus Motors an electronic check for $28,665.56. On August 16, 2022 KIA Finance of America cashed the check and about the same time KIA Citrus Motors received the electronic fund, resulting in the overpayment of the 2020 KIA Telluride. September 23, 2022 KIA Finance of America said they mailed a hard copy of the Title to Schools First Credit Union. TRIED TO RESOLVE: KIA Citrus Motors of Ontario have made many promises and requests to no end, and with no results in site; just getting the run-around. ACCCOUNTS: Account Number ************ VIN Number *****************  DESIRED RESOLUTION: Please help us retrieve our funds of $28,952.22 from KIA Citrus Motors of Ontario. The amount requested is a little more than the original check, because of an incentive fund fast track program between the dealer and lender.

  Business Response

  Date: 10/10/2022

  ******,
  
   
  
  Customer purchased a lease buyback through Citrus Motors.  The vehicle was previously financed thru Kia Finance.  The vehicle lease buyback purchase was financed thru the customer’s credit union.  Just like every finance contract done, the dealership required to payoff the vehicle, but this did not happen.  The customer’s credit union decided to get a payoff amount of their own from Kia Finance and pay off the lien directly with Kia Finance.  The customer in their own words said “I asked my credit union to stop payment on the check to Kia Finance, and they did not do this.”  This caused various issues including most importantly that Kia Finance collected the sales tax.  This put Citrus Motors in a bind because we are responsible to collect the sales tax.  The three options available were the following:
  
  Unwind the payoff thru Kia Finance.  This would have taken over 30 days because title would have to be returned to Kia Finance and a check would need to be issued to the credit union.
  Citrus Motors would have to send the sales tax payment to CTDTFA to show proof that taxes were paid.  Request the sales tax amount to be refunded to the credit union. This would have taken 30 days.
  Unwind the contract with Citrus Motors.  Customer would need to sign unwind paperwork.  This would be the fastest resolution.
   
  
  We decided on number 3 to unwind the contract and issue a refund to the credit union of the finance amount.
  
   
  
  To be clear, this issue was not the fault of Citrus Motors.  This was caused by the customer and their credit union.
  
   
  
   
  
   
  
  ***** ** ******

  Customer Answer

  Date: 10/12/2022

   I am rejecting this response because:
  
  This is a follow-up response to the October 10,2022 email from S**** ** ******, Citrus Motors, Ontario, Inc., regarding Claim Number ******** complaint.

  
  

  We followed all the instructions Citrus Motors sales rep and the person behind closed doors asked of us.  Also, if ***** *. ****** is going to quote me, he should quote my statement exactly; :KIA Citrus Motors of Ontario, claimed the checks were sent to the wrong place, because KIA Citrus Motors and KIA Finance were separate companies and asked us to stop payment on the check and have the checks reissued."  Again, we followed the instructions of Citrus Motors.

  
  

  Apparently, Citrus Motors and KIA Finance have internal issues, which brought this customer right in the middle.  It is also obvious Citrus Motors and I are not going to come to an agreement.  It is ashamed Citrus Motors takes absolutely on responsibility whatsoever, which should be a warning to all consumers.

  
  

  I received my overpayment/reimbursement check and consider this case closed.

  
  

  Sincerely grateful for the BBB services,

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

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a used 2016 Acura RDX (VIN *****************) vehicle on Monday May 30th 2022 and it was listed as "in great conditions", the sales person was ***** *****. The vehicle was paid in full and the sales person stated that the vehicle was going to be delivered via flat bed tow truck but instead the vehicle was driven to my address in ********** **. On Saturday June 18th 2022, I send a message to ***** ***** stating that I was having problems with the vehicle (RPMs bouncing up and down specially going up hills) I offer to take it in to an Acura dealer for inspection and my request was declined. He stated that his service department will contact me to set up an appointment, on July 2 2022 at 11:00 am I took my vehicle to the Citrus Motors Ford service and was helped by Service Advisor ***** *********** On July 15th 2022 I picked up my vehicle from the service department but I was advised that they only took the vehicle to an Acura dealer for software update and none of the other issued were address as normal wear. Now even when their own Multi-Point Inspection, Stated that the vehicle needs Shock Absorbers Replacement Front & Rear and also an Alignment (cost over $ 2,000). The Citrus Motors Kia Service Manager ******* **** refused to fixed the issues and make things right, since it was less than a month of my purchase of this vehicle. QS2- QUICK SERVICE DEPT Comments: Comments: while driving freeway speeds the rpm’s will bounce up and down around 2100 2200 vehicle will lose power will notice it this more when going on incline. QS3- QUICK SERVICE DEPT Comments: Comments: windshield chip wasn’t there when he purchased the vehicle customer was told the vehicle was going to be towed to his house but the vehicle was driven to his home. QS4- QUICK SERVICE DEPT Comments: Comments: vehicle bounces while driving freeway speeds QS- QUICK SERVICE DEPT Comments: Comments: while pushing the brake pedal down you will fill it in the transmission shifter

  Business Response

  Date: 08/11/2022

  Hi ******, 
  
  I apologize for the delay in getting back to you. We have researched this instance and will be repairing the recommended services that he is requesting. I have left him a voicemail as well as a text. 
  
  If you need any additional information from me please do not hesitate to reach out. 
  
  Thank you. 
  
  **** *******

• Initial Complaint

  Date:06/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2022 Kia Sorento in November of 2021. Since then I have taken it to Citrus motor Kia twice for break issues 2/17/22 & 3/30/22. They continually denied my claim of my break noise, stating breaks are naturally noisy. They’re service tech was rude and would not let me voice my concerns. On 3/30 they stated they submitted a claim with Kia and never did. The service manager would not answer or return my phone calls, which forced me to go to a different Kia dealership where my entire break system is now being replaced(6/24/22). Citrus motors is conducting shady business and not being responsible for what they are selling. Service men tell me I’m wrong about my issues & that I’m being “picky with my car”. They look at me and say “would you rather have warped breaks or squeaky breaks?”. Citrus motors was irresponsible and overlooked a very serious safety issue.

  Customer Answer

  Date: 07/12/2022

  Compensation of the loan or replacement/upgrade of the vehicle. Issue is still ongoing.

  Business Response

  Date: 07/20/2022

  Hi ******,
  
   
  
  My name is **** ****** I am the Service Manager at Citrus Motors Ford & Kia in Ontario, Ca. This email is in regard to complaint ID ******** (********) from ******* *****
   
  
  ******* brought her vehicle to us twice this year. Once on 2/17/2022 and another visit on 3/30/2022.
  
   
  
  During the first visit the customer had us inspect her brakes on her vehicle. The customer stated “hears speaking noise when stepping on the brakes. When rolling to a stop using the brakes hears the noise more”. Our technician was unable to verify her concern. Technician put notes on her repair order “Road test vehicle, unable to verify any abnormal noise. Some brake noise is normal. Brake fluid is full, no leaks. Front and rear brakes about 10mm. No excessive play in the wheel bearings”
  
   
  
  During the second visit on 3/30/2022 the customer was given a loaner vehicle by the dealership so we would be able to keep the vehicle overnight for a more in depth inspection. Again, we were unable to verify the concern of the customer.
  
   
  
  I spoke with the customer on the phone today. She informed me that the vehicle is now at Kia of ********. They have preformed a brake rotor resurface. The customer states that the vehicle is still having the same issue and the car is still with Kia of ********, unable to fix her concern.
  
   
  
  Citrus Motors is refunding the customer the cost of the brake inspections preformed on her vehicle.
  
   
  
   
  **** *****
  
  Service Manager
  
  Citrus Motors Ford & Kia