ComplaintsforHilltop Ford KIA

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Mustang Mach-E from **** in February 2023, I've continue to had problems with the screen not properly working. I took it in to the dealership a couple of times, they had my car for days up to a week and half saying they are able to see through the car data that there was in fact a problem but could not help me since the problem is not occurring while the vehicle is at the dealership. I showed them all of the videos that I have of the screen lagging, freezing, not connecting. I sometimes have a hard time opening the doors as well. I tried to go through the buy back and they denied my request due to there not being any problem with the car, although I offered to present the videos I have saved. They said that I would need to contact the BBB in order to resolve this. I did not want to go through the BBB and wanted my car fixed. I took it to the **** dealership again because it was lagging way too much. They were able to see that it was not Properly working as ****, the store manager drove my car and was able to witness the screen lagging. He then took me to services and spoke with them telling them he witnessed it not working properly. I took my car in the next day. I told **** in services I just wanted my car to work properly. They gave it back to me almost a week later due to the holidays, no big deal. However, the car screen is still lagging. I have recorded additional videos since then. I no longer want this car at it is always lagging and are making it impossible for me to get rid of it. They said I could trade it in but would have to give another $5,000 as a down payment for another car. I do not want to give another down payment. I would like to get rid of this car as it does not properly work. Thank you for your time.

  Business response

  01/09/2024

  Our Service Director *(*********************)* spoke to *************************** regarding the issues with her MachE. We are going to set up alternative transportation for her while she leaves the car for us to inspect. ***** will be working with **** Directly to resolve her issues. The problems being reports are extremely intermittent and will require us to road test for several days and try to capture the Data with a recording.  

   

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a certified used 2019 *** ******* from Hilltop **** **** I told them I would not purchase if with only a ****** mile power train warranty (that was the *** they could offer). I left, they called me back and offered a **** ******* mile powertrain warranty. I said how can that be valid for a **** They assured me this dealership is a licensed owner of **** and *** and can do this warranty. I paid extra for it and bought the car. The car stopped accelerating at ****** miles. I took it in and the service **** took a week to review, and agreed this is a transmission issue and it falls under the warranty. For that week I paid for a rental car. The next week the dealership paid for a Hertz rental for 60 days.Month by month they said the transmission is on back order from ***. They say they have no control over this. They gave me a loaner and took it back, they still had my car now and its been 7 months. They now told me they cant do anything about it and still have my car! They gave me a different loaner when I returned one, and forcefully told me to return my new loaner two weeks later. I left work early to return it, and they had nothing for me. No loaner, no rental option, nothing. They took the key and tried to sell me a new car. I told them i want my car back. They didnt even offer to Uber me back home. Im left with no car, two little kids, and a job that doesnt allow me to work remotely. The dealership says my warranty is not valid anymore. They still have my car and its been 8 months, and no solution. There are some great employees there, and there are some who just say its out of their hands. When I paid extra for the warranty they told me it would cover anything under ******* miles and never told me theres a limit to the warranty. Its not my fault *** wont send the part. As a customer they need to honor the idea of The warranty they convinced me to purchase would cover me. Im paying monthly payments for 8 months. Refund the purchase

  Business response

  11/13/2023

  *** 2019 *** ******* was purchased used. *** warranty was 5years or ****** miles on the second owner. *** Vehicle extended service contract that was purchased is good from 5/29/2022 *(date of purchase)* until 5/29/2025 or ****** miles. *** coverage has a Rental provisions for 10 days only at $40.00 per day for a total of $400.00. *** coverage also has a $200.00 deductible upon any approved claims per visit. *** as declined any rental assistance do to the back order transmission. Hilltop **** / *** has paid $4,000 dollars in Hertz Rental bills that are not reimbursable by your **************** Plan. Hilltop **** / *** has also Paid for the Loaner Vehicles since July. We have exhausted every option and are fully committed to getting your vehicle back into your hands as soon as *** can produce the remanufactured transmission that is ordered for your vehicle. *** most resent ETA is the week of November 20th 2023. Our team will keep you up to date with the status as is becomes available.

  Our apologies for delays and hardship this may be causing.

  Thank you

  Management Team 

  Hilltop **** / ***

   

  Customer response

  11/18/2023

   
  Complaint: 20858493
  
  I am rejecting this response because: Your financial suffering you mentioned is a slap in the face the customer. You are a business with a huge balance sheet and can afford these expenses as insurance covers most of it.  Not to mention these expenses are due to something that the customer has NOTHING to do with.

  Your dealership sold me a faulty used car and thats why I said I wont buy it without a  100,000 mile power train warranty  I paid $1,250 extra for it under the impression it would be honored.

  one week after I brought my car in for the issue, you admitted its a transmission issue and its covered by warranty.  Those 7 days I paid for a rental out of pocket.  Also the $200 deductible was paid for by ME and I never received reimbursement that you said would happen with receipt that I provided.

  The car was brought in April 2023 and it is Nov 2023 and you still have it.  Ive paid my loan payment every month on the car.  The loaners you provided were after I begged for a form of transportation.  Not to mention, ********************* acted friendly but in the end threatened me to return the loaner or he would come to my house and take it from me.  When that threat happened, I left work early from ************ to speed over to Richmond before 6.  ********************* wasnt there, no one knew the situation.   I could have kept the car, but being an honest man I gave the Keys expecting another car.  Not only did they not give me a car, they didnt even offer me an Uber ride home at night time.  
  

  Instead, the ******* kid named B and **** both tried selling me ANOTHER car instead of actually helping the problem .  The only honest and helpful people there have been *****, *****, and ******.  
  

  it has been since April 2023 until current Nov 2023 they have my car and still have it.  And it has been since Nov 10 2023 until current (Nov 18) that they have provided me no transportation  while keeping my car.  I have two toddlers who i take and pick up to school as well as a 60 mile commute to work each way.

  This attitude of wiping their hands clean of a problem theyre responsible to fix is hurtful, negligent, and displays a fraudulent representation  of their service and commitment to honor their legally binding contracts.  Any thing mentioned in the response about specific amount of days are under the assumption that the car will be repaired in a REASONABLE amount of time.  Dont say sorry, provide a real solution.  Buy the car back and pay off the loan.  I want nothing else to do with this business.

  Sincerely,
  
  *****************************

  Business response

  11/28/2023

  11/24/20023 Dealership has been in contact with KIA ********* looking for any support with transportation during this prolonged process. Dealership has also been in contact with **************** during this entire process and he is aware we have been in contact with *** *********. The new ETA from *** as of this morning is December 1st to the distribution center. If this ETA holds up we should be receiving the transmission by Monday 4th or Tuesday the 5th.

  We will keep **************** updated as this process comes together.

   

  Thank you

  Customer response

  11/28/2023

   
  Complaint: 20858493
  
  I am rejecting this response because: Although I'm glad you're not denying this has been a long and arduous process, being in contact with the manufacture is something I've been doing since Early September.  They've given me a case number which has been escalated two times now to their superiors.  In this time, I'm paying for a car payment and not having a car to use.  8 months of not having a car you're paying for is really tough financially and mentally.  With a 60 mile commute each way for work, and two toddlers, the pressure and stress is overwhelming and wrong.

  All I've asked for is a car in the meantime, whether it be your cheapest loaner car or the cheapest rental car like previously offered through Hertz in the beginning of this ordeal.  I can't keep waiting for ETA's given by the manufacture that have been incorrect 7 times in a row.  History shows multiple ETA's that have not been fulfilled.  To use the argument that you provided me transportation for more than 10 days only makes sense if the repair was done in a reasonable amount of time.  This is a one-off case, a special circumstance, and as YOUR customer who paid extra for the warranty you provided, in which you said the problem falls under the warranty I purchased, the RIGHT thing to do would be to provide me with transportation until my car is repaired.  I dealt with Hilltop ********* not the manufacture, when I purchased this car.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is about my 2012 **** Escape Hybrid.A diagnosis by the non-**** mechanic had advised that vacuum pump replacement, that diagnosis was done due to a check-engine light.July 25, 2022: I took the car to Michael Stead Hilltop **** to have a Vacuum pump replaced. The assigned service advisor **** said that outside diagnosis is not something they go with, **** service shop will have to run their own diagnosis for $235. A couple of days later, they ran it, and called to inform me that the vacuum pump was not the reason for the check engine light, but there are other issues that need fixing and cost would be $4400 for the whole thing.I agreed. They "fixed" the car and I went and picked it up. However, one day later the check engine light came back on. I happened to be near by the dealership, so took the car back to them. ****, the service adviser, was surprised, he took a picture of the check engine light being on, kept the car and gave me a ride home. This was around August 2nd, 2022.A day or so later, I received a phone call from ****, informing me that the mistake was on their end. And that if they were to charge me it would be additional $1700, but since it was something they were responsible for, it would be Zero cost to me. I was assured that some part they need to order from the East Coast/Out of State, so it will take a few days and the car would be ready within a week or so. The following week, I went to follow up, Manager named ***** talked to me assuring it will be a couple more days and even offered a rental car as well. I decline the rental car, as it was going to be just 2-3 more days.Well, it's December now, the car is still there with Michael Stead ****. And I have been given the response that the required part has been ordered, there's not ETA on it, and hence they cannot tell me anything until they receive the part. For the last 6+ months, that is all I have heard from them, the staple response of "no ETA on the part"

  Business response

  12/23/2022

  To Whom It May ***************** response to the customer concern above, ********************** *************** team was able to obtain the needed parts to resolve the customers vehicle concern.  Hilltop *************** team has made several attempts to contact customer to inform him that his vehicle is completed and ready for pick up.

  Please reach out to me directly at ************ or ********************** should you need additional information and/or questions.

  Sincerely,

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

  Group Manager 

  Hilltop Ford 

   

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2013 Kia ******** at this dealership back in January 2017. It just came off a 3 year lease, or at least that is what I was told. I have been faithfully taking it in for oil changes, etc. ever since. The last couple of times I took it in, I noticed that the service **** people had changed and they were rude. But now I took my car in on November 11, since I had that day off, for an oil change & lube. Got the car back the same day and it ran like a champ. It has always been a great little SUV. But then, on November 17, I got in my car to go to ********* car didn't start right away & it had a hard time going up a hill. So I drove back home and called their service center. I was told that I couldn't get it in until November 23rd! I went on their website and there was an available appt on November 21, so I filled out online for that date. Friday, November 18 my car wouldn't start at all, tried several times. So I had AAA tow my car to the dealership on Monday, November 21. They didn't look at my car the entire week! I called every day and was told that there were several cars ahead of mine and will call me when they are able to look at it. I had to keep calling because I never rec'd a call back. Finally on Tuesday, November 29 I was told that I need a new engine. What!? How could this happen? Now I'm being told that a new engine will cost me $13,000 including labor! This is the craziest thing I've ever heard. I was told that they don't give rental cars, so I've been stuck at home. I don't have the $ to rent a car and definitely not for a new engine or a new car! How could they jerk me around like that after these past 6 years? I will be going in tomorrow and have my car towed back home. Will never ever buy a car from them or get service, which is non-existent here. I expect they are going to want me to pay in order to get my car back. Ha! They should pay me for all of this stress and for ripping me off!

  Business response

  12/05/2022

  Hilltop *** ********** team reached to ******** and offered to reinspect concern to determine best course of action, prior to towing vehicle off premises.  Customer appreciated ********** involvement and offer to assist.  Hilltop *** ********** team will contact *** ******** assistance center to request after-warranty assistance, once dealership has identified root cause and total estimate.  Management team provided tear down inspection of $2,395.00, which includes reassembly if ******** declines further repairs and/or *** declines any after-warranty assistance.  

  Please reach out to ************************* at ************ or ********************** should you have further questions.

  Sincerely,

   

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

  Hilltop ***

  **************** Group 

  Customer response

  12/11/2022

  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. ***** has been great and constantly checks in with me. I really appreciate all of his help!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car to be serviced at the dealership which cost around 10K for a new transmission and other services. So they car started to fail again with the transmission gears on my Grand Jeep Cherokee 2014. This car dealership, in which I wish I would of known, they had a bad rep for not fixing customers right. I paid cash and made payments to get my car fixed last year. The car shouldn't be failing me at all. Seeking for support in this matter, because now I'm out of a car again, and I sure don't have 10k to spend. Thank you, ***************************

  Business response

  11/23/2022

  To Whom It May Concern,

  Hilltop ***********************'s management team reached out to customer and invited customer to bring her vehicle to our dealership for a complete inspection and determination of what is wrong with her vehicle.  Customer appreciated follow-up call and will coordinate to bring vehicle in for inspection.  Hilltop *********************** will perform a no-charge inspection to better understand customers concern.  

   

  Please reach out to ************************* at ************ or ********************** should consumer need further assistance!

  Sincerely,

   

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

  Hilltop ***********************

  **************** Group

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took car (2018 **** Escape SUV) to above dealership for check engine light. They kept car from 4/22/22-4/25/22. I drove car with no problem until 5/23/22 when same thing happened again. They informed me they was going to order a new engine. This time they had my car from 5/23/22-6/30/22 at which time I picked the car up. Again I drove with no problem until 8/30/22 when that check engine light appeared again for the third time. Took the car back and they claim the engine they ordered must have been faulty. So now they say they have to order another engine. They still have my car since 8/30/22. This experience has been very stressful and frustrating. Ive been calling for updates its never ready. Constantly told its on back order. They provided a rental for 10 days (9/1/22-9/10/22) but refuse to provide more even though theyve had my car since 8/30/22.

  Business response

  10/24/2022

  To Whom It *** ************************** manager reached out to the customer and apologized for the lack of communication and overall experience to-date.  He provided customer with alternative transportation at no-charge and is working with the manufacturer to procure parts to resolve check engine light concern.  

  Michael Stead's Hilltop *************** team will continue to communicate with customer and be available to answer customers questions.

  Please contact ************************* at ************ or ********************** should you need additional information and/or questions.

  Sincerely,

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

  Group Manager 

  Hilltop ******************************* Group 

  Customer response

  10/28/2022

   
  Complaint: 18249546
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Even though it was explained to me I am paying car nots for three months for a car I have no access to. I am thankful for the rental 

  Business response

  11/01/2022

  The vehicle has been completed as of November 1, 2022.  Customer will pick up the vehicle on November 2, 2022, Hilltop ******************* team road tested vehicle 40 plus miles to ensure vehicle is fixed.  

  Please contact ************************* @ ************ or ********************** should you need additional information.

   

  Sincerely ,

   

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

  Group Manager 

   

  Customer response

  11/06/2022

   
  Complaint: 18249546
  
  I am rejecting this response because:
  My windshield was broken while at the dealership sometime between 8/30/22  and 11/2/22. Of course they deny it but the windshield was not broken when I dropped the car off.
  Sincerely,
  
  *************************

  Business response

  11/08/2022

  ************************* left ************** a voicemail to assist with replacing windshield.  ************** needs to reach out to me personally to address and resolve concern at ************ or **********************.

   

  Customer response

  11/09/2022

   
  Complaint: 18249546
  
  I am rejecting this response because:

  I spoke to Mr ******* who said theyre trying to work something out and I should expect a call from ********************* the  service and parts director. As of today I have not heard from *************. Still waiting. Situation has not been resolved.
  
  Sincerely,
  
  *************************

   

  Business response

  11/10/2022

  HILLTOP ******** HAS AGREED TO REPLACE WINDSHIELD AT NO-CHARGE TO CUSTOMER, SOLELY, AS A CUSTOMER GOODWILL GESTURE.   

  Customer response

  11/11/2022

  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

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They repaired my **** Escape in a faulty manner.They failed to repair my car in a timely matter.Ive waited over a month for my car.My parts arrived nearly 3 weeks ago and they do nothing.There is no customer service and my many phone calls to the manager *********** T have have been in vain.

  Business response

  07/13/2022

  Hello ********************,

  I have been on vacation, but I did reach out to my Service Manager to give you a call and to provide an update on your car. 
  Please let me know if I you have any further questions or concerns.

  Thank you,

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

   

  Customer response

  07/18/2022

  Hello

   

    They finally gave me my car back today. Thank you for your help.

   

   *****

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand spanking new **** Mustang GT Premium w/ the PP1 package aka track-ready. From the get-go I have been having overall mechanical issues including but not limited to transmission, engine stalling, electrical, etc.; all life threatening and requiring tow truck calls to get the vehicle towed back to the dealership. Each trip to the dealership service center cost me out of pocket rental vehicle expenses and loss of wages bc I needed to take (unpaid) time off to deal with the problems that should not be encountered in a BRAND NEW vehicle, especially at the caliber of a Mustang GT Premium. With this being said the longest Michael Stead had kept my vehicle has been THREE MONTHS. They tried to lie to me on what was going on, but, I documented EVERYTHING bc this is NOT my first rodeo dealing with sleazy car dealerships. Jsyk I like to give everyone the opportunity to mend their errors, but, when my kindness is taken for a fool, I do NOT appreciate the disrespect and being deceived aka fraud.

  Business response

  05/04/2022

  We had previously responded to this same complaint, and the complaint was closed by BBB.

  Customer purchased their vehicle from a different dealership, ************, and is currently working with an attorney to request ****************** to buy back her vehicle under ********** Lemon Law.  Hilltop ******** is unable to intervene with consumers request for buy back due to franchise guidelines. 

   

  Please feel free to contact ************************* at ************ or ********************** should you need additional information

   

  Best Regards,

   

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

  Michael Stead's Hilltop ********

   

   

  Customer response

  05/04/2022

  
  Complaint: 17134350
  
  I am rejecting this response because:
  
  Mr. ************************* needs to get his facts straight and get his head checked out, as he was present and assisted during the whole sale. I purchased my brand new 2020 Mustang GT Premium at said dealership from B (hes the salesperson). 
  Since driving the vehicle off the lot I have incurred serious mechanical and/or safety problems which I have patiently, diligently, and professionally tried to address to no avail.
  The worst being on Thanksgiving Day 2021, when the vehicle completely broke down and had to wait until the following morning for a tow truck to haul the vehicle to said dealership for service. 
  To make a long story short, the vehicle stayed for over THREE MONTHS! Not only did it stay at said dealership service center but it was also a transported to *****************; I was given cockamamie after cockamamie excuse, which I definitely did never bought; I simply did not say anything at the time due to the fact that I wanted to remain prudent and continue documenting to see how far Hilltop was going to keep up with their fraudulent behavior.
  I was given different excuses as to why my vehicle had been in their possession for such a ridiculous amount of time. FYI, after THREE MONTHS I was called to pick up the vehicle and to my dismay, the vehicle almost caught fire. Thankfully, it was in said dealerships possession, BUT IT COULD HAVE VERY WELL BEEN ME!Every time I drive the vehicle I am putting my life on the line. God forbid a fatality(ies) occurs due to the vehicle malfunctioning; the dead dont talk, you know. 
  I have documented all the interactions including but not limited to texts, calls, voicemail messages, etc.
  FYI, ***** sold me the brand new vehicle with cosmetic flaws which were also documented at the time of sale/purchase; I should have known that the flaws did not just end on cosmeticsThe vehicle is a ticking time bomb.
  
  I NEED, NOT WANT, MY ALL MONEY BACK FOR THE VEHICLE, INCLUDING BUT LIMITED TO REPAYMENTS ON ALL THE EXPENSES I HAVE INCURRED, ETC. 
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of 2019 Leased a 2017 Certified Pre-********** Edge Titanium with an extended warranty. Over the course of my lease I have brought the vehicle more than a dozen times 2 of these resulting in it being towed into the the dealerships ************* From issues ranging from it not starting on multiple occasions to the Break System failing due to a recall on the car. The most recent matter I am facing, I too my car in on 03/14/2022 to have ******* complete on my Emergency Break System and I was unexpectedly informed that the car will have to remain over night so I was provided a rental car through my warranty. I was then call 3 hours later advising my car was ready for pick up, at this time it was 4pm. Once I returned the rental car as instructed and arrived to the ******* center to retrieve my vehicle, I immediately headed home in an attempt to beat traffic. As I have hit the highway, I began to hear a faint buzzing like sound and attempted to call the dealership but the ******* Center was already closed. Calling at 7am today 3/15/2022 and arranging my car to be towed in, the entire day has passed and I am left with no car and no answers as to what is wrong yet again with my vehicle. Once my car arrived this morning it had been mentioned by the gentleman that called me that it was noted on the report yesterday, 3/14/2022 that a unknown sound was heard, but it was not reported to me.

  Business response

  03/18/2022

  As of today, Match 18, 2022, the above customer has been updated on the repair status and provided an estimated time of completion.  Customer has been provided a rental at no charge, and the dealership is covering her $100.00 deductible, solely, as a customer goodwill gesture.  In addition, customer has opened a Lemon Law case with ****************** to request **** to buy back her vehicle.  Please reach out to ************************* @ ************ or ********************** should you need additional information.  

  Sincerely,

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

  Group Manager 

  Hilltop ****/KIA

  **************** Group 

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my **** 2015 Focus on 11/30/15 from Hilltop ****. I was told at purchase that **** had fixed the transmission issues with the Focuses and I would not have any issues with purchasing a Focus. On 8/29/2017 I presented the Focus to Hilltop **** for being hard to shift gears even when cold, hesitation to accelerate and jerking/feeling like it wants to stall out. I was given a 2 page later dated 9/27/2012 Entitled PowerShift 6-Speed Transmission Operating Characteristics that stated all the issues such as trailer hitching were "normal." No repair was completed as the it was deemed "normal" for the Focus despite this not occurring when I initially bought it. About a year later I presented the Focus to ************************************* for maintenance and we mentioned the trailer hitching. I was called that day being told my car was 90% off from normal and besides needing the clutch replaced it needed to replace the fly wheel since I drove it so long like that due to Hilltop **** saying it was "normal." Approximately ****** miles later the transmission went out again requiring another clutch replacement. Then in the past few months the transmission has had to be reset twice and coded once before being reset. The battery corroded and had to be replaced despite the battery being in top condition otherwise. Then within two weeks after that repair the seals/gaskets started to leak requiring replacement 3 days after the end of my extended warranty. **** has determined that my year Focus is a lemon due to defective transmissions in these vehicles. Hilltop **** sold me a Lemon with proof they knew about it three years prior to selling me the car. I want to be refunded for all out of pocket expenses for repairs and cost of vehicle in the form a vehicle buy back/lemon law. To add insult to injury Hilltop For has continued to yearly email me on the anniversary of the sale and in 2020 changed my name to F U.

  Business response

  12/14/2021

  All concerns related to a "lemon" vehicle or requests for a buy-back or refunds for monies paid out on recalled transmission concerns must be directed to ****************** directly.
  

  They can be reached at ************.

*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. ↩