ComplaintsforFort Collins Kia

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle from Fort Collins Kia on Sept 23, 2023. As part of the sale, I also purchased an extended service contract (ESC) and a theft protection warranty (TPW) through the dealership. After completing the purchase, I discovered that the ESC company (First Extended Service Corporation) had very poor reviews with many consumers reporting that warranty claims were denied. I looked into the TPW company (Royal Guard) and found many consumers describing it as a fraud and scam. I learned that ESC's and TPW's can typically be cancelled for at least a partial refund. I didn't know how to pursue this cancellation or the deadlines for cancelling as I was never provided with copies of the contracts by the dealership. On Nov 20, 2023, I sent an e-mail to the sales rep for my car purchase and requested a cancellation of the ESC. I received a call that afternoon from Rocky, the finance manager. I explained my reasons for cancelling, and Rocky said he would process the ESC cancellation. I asked him about the TPW, and he told me I couldn't cancel that warranty. He e-mailed later that day with a copy of the ESC cancellation form. I requested he meet any necessary filing deadlines for the ESC refund as I didn't know what they were since I never received a copy of the ESC contract. I also asked him to confirm that the TPW could not be cancelled for refund as I had never received a copy of that contract either. He provided me with copies of the ESC and TPW contracts. Both include terms to cancel for a refund. I submitted the ESC and TPW cancellation forms on Nov 20, 2023 and was told they could take up to 8-10 weeks to process. I followed up at 10 weeks on Jan 29 and was told on Feb 2 that a check had been issued to my lender for the TPW (aka VTR) on Jan 31. As of Feb 15, 2024 (over 12 weeks since cancelling), I have not received the refunds. I called my lender on Feb 15 and confirmed they have not received anything either.

  Business response

  02/17/2024

  Good Morning,

  I have attached the copy of the check for the ESC cancellation.  We sent it out yesterday to Kia Motor Finance.  We have touched base with our Kia rep to make sure both checks for ESC and TPW cancellation get applied to Chris Haley's account ASAP.  

  I apologize about his process taking so long, but we will make sure it gets handled.  

  Please let me know if there is anything else you need from us.

   

  Thanks,

  Mike Marzolf

  General Manager

  Fort Collins Kia

  Customer response

  02/28/2024

  Complaint: 21300532
  
  I am rejecting this response because: The company replied to my BBB compliant on Feb 19 that a check had been issued and sent the previous day (Feb 18) to my loan provider, Kia Finance America, for this refund. I understand there could be some time for my loan provider to process the check, but I called the loan provider this morning, Feb 28, to check the status. I talked with customer service representative Tasha. She confirmed that Kia Finance America has not yet received check 24440 that is part of this complaint. It has been 10 days since the dealership says they mailed the check. It should have arrived by now.
  
  Regards,
  
  Chris Haley

  Business response

  02/28/2024

  Good Afternoon,

  We did send the check out and I have attached the copy.  We sent it regular mail due to the address being a PO Box.  I know once they receive the check it takes a handful of days to process it.   I have reached out to our Kia Finance rep today to help expedite the process and look into it for us.  I will reach out with any further information.

  Thanks,

  Mike Marzolf

  General Manger

  Fort Collins Kia

   

   

  Customer response

  03/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business. My loan account has been credited for the cancelled contracts, and I find that this resolution is satisfactory to me.
  
  Regards,
  
  Chris Haley

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My concern is with their service department. At the time (the service was provided on December 28.2022), I needed an oil change quickly. I also just received a coupon from Kia to get $20 off for an oil change. I called around a few Kia dealerships near Fort Collins and got pretty much the same answers: synthetic oil change (with filter change with all fees and labor) will be around $80-85 for my model and year, including Fort Collins Kia. When I arrived for my appointment and dropped off my vehicle, I even double-checked and asked how much it would be. I was told around $80. Only when I picked up the vehicle the price was magically increased to $113.58. It is more than a 40% or about $35 increase in price from the price I called before the appointment and when I dropped off the vehicle. I reminded the person that when I dropped off the vehicle, I was told it would be around $80. He said he was not aware that the price had increased, and the current price is $114 with tax and fees. I still get a $20 off coupon applied to it (well, obviously, as I presented it at the time I dropped the vehicle off), but the ending final cost with the coupon is $93.58, significantly above the original quoted (quoted twice, when I called to make an appointment and before I dropped off the vehicle) price of $80-$20 coupon=$60. I have been in management and owned businesses. Now, I provide consulting to management and small businesses. It is always surprising to me that this type of behavior only drives (no pun intended) the customers away. In fact, I have purchased five new Kia vehicles from another dealership, even though I have to drive an hour out of town. I think Kia makes a great vehicle, and this dealership is putting mud on Kia's name with very short-sided revenue-generating practices. I don't know if these practices are directed by the owner/management or if high pressure to generate revenue is driving these practices. Whatever the case, it is very unfortunate.

  Business response

  09/25/2023

  Good Morning,

  I left a message with Denny to get this resolved.  I am happy to refund $33.58 which would mean the price for the oil change is $60 with the $20 coupon.

  Please feel free to call me at (719)205-3828.

  Thanks,

  Mike Marzolf

  Fort Collin Kia

  Customer response

  09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Denny Otsuga

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was being repaired in their facility and it got stolen out of the parking lot and they are trying to make my insurance liable for the claim and my insurance told me that since it was stolen off their property its their dealerships insurances liability. So neither party wanted to help me pay for the damages and I couldn't afford to fix it. I had to sign the title of my car over to the dealership because I couldn't afford to get it fixed after it got stolen from them. I now have to pay off the remainder of my loan in the form of a signature loan. So I basically have been trying to find anyone to help me with this problem. It was a 2015 kia optima with 85000 miles on it. It was thefted because of the Kia Boys tik tok trend where people steal cars without a key. I've tried filing under the class action lawsuit that they have available but I've heard nothing back from anyone about it. This pretty much ruined many aspects of my life in this past year and it has caused me huge amounts of stress.

  Business response

  09/19/2023

  The vehicle was initially towed to our dealership on 12/19/22 after being stolen from a different location.  Parts were on back order for initial repairs.  On 5/26/23 we informed Mr. Haas and local police department that it was possibly stolen again.  It was recovered on 6/1/23 and  Mr. Haas approved for the vehicle to be towed back to Fort Collins Kia.   On 6/22/23 we informed him that his insurance company would not be covering the repairs because there was limited/no coverage on the vehicle.   We let Mr. Haas know we need to know by 7/6/23 if he wanted to complete the repairs.  The title was not signed over to us due to there being a loan on the vehicle.   We are due money for the towing and the repairs he approved.  The vehicle has been at our store for 9 months.  He is welcome to come pick it up with no fees or charges due.  

   

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The KIA mechanics & company are milking me for money and I have no more milk to give. Meanwhile my car still has the same problems, shaking rattling, and feels like it's going to fall apart. The problems my car is having are even worse now. The KIA in Greeley, Loveland and Ft. Collins have all been involved in this situation. I have been misled, taken advantage of, very stressed, lied to and much more. I had to pay over $1,300 when I should only pay my deductible of $100 twice for car repairs. The first person I dealt with was here in Greeley, he told me my car needed a new engine. He said called KIA and checked that the KIA company yes, would pay for it, this what I was told. He said the man on the phone at KIA said they are 'familiar with the problem". I ended up in Loveland then Ft. Collins and that's where I was ripped off the most. I ended up having to pay over $1,300 and KIA covered zero of it. That is just a small piece of this story. I am on Social Security, I can barely afford my bills and yet, I was duped for the money I was saving for years. It will take long to save that again on my income. These Car dealer mechanics and large companies keep doing this to people and getting away with it. It's not right, someone needs to shed some light on the fact that, we, the struggling little people, are being robbed of our survival money. We cannot afford be drained for our survival money. This is ******** ********** and my daughter Irene ********** is writing this letter for me as I cannot read or write well due to personal reasons. I really hope you could help me as I have no one else to turn to and I am so frustrated and….. broke. Sincerely, ******** ********** ***** ******** ******************* * ** ******* ********** ****** *********************** *** ****** 

  Business response

  09/13/2022

  To Whom It May Concern:

  We researched what has happened on our end.  We aren't sure where the $1300 figure is coming from.  We are not in the business to rip people off.  We provide a service and that service cost money.  We tried to have you bring it back in to look at the vehicle around 9/8/22.  If you would like us to take a look at it again we would be happy to do so.  Please see below with what we found on our end.  Thanks.

   

  Looks like Greeley VW / Nissan looked at it on 08-09-2022  52161 miles where they purchased the vehicle.
  

  RO# ******* 
  Line 1 The vehicle makes a cracking noise when you turn the steering wheel sounds like the outside of the vehicle. No problem found.
  Line 2 C/S the vehicle is burning oil it looks as if there is fresh oil on the exhaust tip she is not seeing a leak but has noticed the oil level is low. 
  Line 3 C/S service engine soon light is on. Found cylinder 4 misfire removed spark plugs and found it fouled. did a cylinder leak down and found cylinder 4 leaking into the crankcase.
  they told the customer that it needs an engine replacement. 
  She was charged $170.86 in Diag
  
  
  They brought it to us(Fort Collins Kia) on 08-18-22 
  
  
  RO# ******* 08-18-22 52174 miles
  Line 1 C/S vehicle is running rough vehicle shakes and making noise. Checked and found code P0304 cylinder 4 miss fire. Checked the coil and is ok. Replaced spark plugs and performed a fuel induction service to clean up injectors and carbon in cylinders. Recheck and misfire is gone and no more code. The vehicle is running as designed.
  Line 2 C/S noise when parking. Could not duplicate the issue at this time.
  Line 5 OCR 4 full synthetic oil and filter change with complimentary tire rotation.
  Tune-up is not covered by customers' first extended warranty. the customer paid $768.23 for a tune-up and oil change.
  I Tracy M******(Service Manager-Fort Collins Kia) test drove the vehicle with the customer when she picked it up. The vehicle was running well, and the customer was able to duplicate the noise from the steering wheel. Found the upper strut mounts popping. 
  
  
  The customer returned to have upper strut mounts replaced under their extended warranty with a $100 deductible.
  RO# ******* 08-23-22 52433 miles
  Line 1 C/S clunking noise heard from the front end when turning. 
  Replaced RH and LH upper front strut mounts.
  test drove the vehicle and is running well and has no noise when turning. The vehicle is working as designed. 
  The customer paid a $100 deductible and the extended warranty paid $593.09
  
  
  A friend or family member called on ******* behalf on 09-8-22. He stated the vehicle is still running bad and that we were giving her the runaround. They want a new motor installed in the vehicle.
  We tried to schedule them back in so we could double-check the work performed.  They did not want to bring it back in. KIA has an unlimited warranty on the engine's lower bearings, but it did not have any of the parameters for the lower engine replacement.

*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. ↩