Complaints

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:04/22/2023

  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.

  Greetings,Today, on 4-22-23 I went to get my car serviced. I dropped my car off at 12:30 pm today. The reason for the visit was to get my ** checked as well as fix or address the recall, sent to me in the mail. The recall was for anti-theft protection software update. I presented a coupon to the service manager and he reluctantly honored the coupon issued by the dealer. Service informed me that it would take two hours to complete the service. I asked for a shuttle home. Around 4:00 pm I called to check status. The clerk was unable to reach my service manager ****** Junior *******. I waited about another 30 minutes, and I still had not received a follow-up phone call. I called around 4:45 pm and the issue had to be escalated. Finally, the service manager returned my call after 3 times of calling close to 5. He informed me that the machine that checks the ** was not working properly and that I would have to return it. He claimed that he fixed the recall. I am not exactly sure if my car was even looked at or if the recall was fix, but the lack of updates and care of my time and vehicle makes me unsure anything was addressed. The service manager stated that I would have to return the vehicle a separate day. I want to know why it took so long to inform me of status of the vehicle? At this time, I believe that I should not be charged for diagnostic due to poor customer service and at this time I would like to be offered a service discount if any repairs are needed. Please contact me as soon as possible. Best Regards,***************************

  

  Business Response

  Date: 04/26/2023

  **************** did arrive Saturday, 4/22/23 for recall and was told could take several hours. Recall could not be performed due to wifi being down & customer did not want to pay for A/C diag.  Communication does sound like it was lacking or delayed possibly due to volume that day, but that is not an excuse.  To assist **************** I will diagnosis A/C at no charge and will offer 15% discount parts & labor for needed repairs. We value all of our customers and always aim towards complete satisfaction. 

  Customer Answer

  Date: 04/30/2023

   
  Complaint: 19970738
  
  I am rejecting this response because: *** has confirmed that they did not perform the anti-theft upgrade, after the service manager stated that he did. Now, I have a distrust that my vehicle will be handled with care. Moreover, I did not refuse to pay. No services were rendered and the service manager stated that I did not have to pay. 15 percent is not significant for the lack of care, dishonesty, and wasting of my time. Also, I want assurance that the anti-theft software update will be performed and if there are any issues related to any repairs that *** will insure the work performed. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/04/2023

  We will take care of any available recalls as per factory guidelines.  There will be no distrust of vehicle handling.  I am adhering to original offer of no charge diagnosis and 15% off of any A/C repair which is a much **************** than most.  You can additionally contact ******************** if you do not like this offer.  Thank you & look forward to assisting you you if you choose to accept offer.   

  

  Business Response

  Date: 05/23/2023

  The customer wants to dictate terms and prices with no knowledge of cost of labor or parts.  *********** diagnosed customers vehicle at no charge as promised, when given cause and correction, customer took vehicle and questioned diagnosis.  *********** would recommend the customer use another service facility because the customers business posture concerning comments pertaining to race and gender.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 19970738
  
  I am rejecting this response because: I want a response directly from the corporate ****** of **** Highly disappointed.
  
  Sincerely,
  
  ***************************, Esq. 

• Initial Complaint

  Date:03/18/2023

  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.

  My *** was recalled for the motor that possibility would catch on fire. My car broke down and was having issues and they all fell under the scope of the recall. I went to Bev Smith Kia and talked to them and they checked my VIN and said that I could qualify for the FREE engine replacement. I had to have my car towed there which was also supposed to be covered under the recall. The recall states that any costs associated with the motor failure would be covered, from rental cars to tow truck fees, etc. Bev Smith Kia looked at my car 2 days after I had it towed there (which they were suppose to pay for but told me to pay first and would reimburse me) and after submitting the information to ***, I was approved for the engine replacement. Two days later *** Smith called me and said the Catalytic converter was bad and they needed to replace that and it was not covered under the recall. They now told me that I would be unable to replace the motor (that I was already approved for) unless I paid them to replace the catalytic converter. They told me that the part alone was $2600 and the labor would be $509 bringing the total to $3100. I told them that price was crazy high. The next day they magically lowered it to $2100. After having my car a week, they called back and said the 2 O2 sensors were bad and HAD to replace them for another $580 and there was now way around it. Now bringing my total to $2800. So my car went in for a Recall from *** that was supposed to be free but THIS dealership is trying to make money off of me and charging me $2800 for things they are saying had to be replaced and paid for out of my pocket otherwise they would not be able to replace my motor.

  

  Business Response

  Date: 03/21/2023

  *************** had his vehicle towed to shop, a certified technician found cat convertor separated / clogged (which possibly contributed to engine concern), oxygen sensors overheated.  The cat convertor and sensors were not covered on 2015 vehicle with 115k miles.  The engine assembly was covered by *** in full. When **************** told the Advisor he felt the price of the catalytic convertor was too expensive; the Advisor took his position to the **********. manager and obtained a discount for him then discounted the labor as well.  **************** also inquired about rental assistance, the company has submitted his case to *** for rental reimbursement. This is first visit of customer / vehicle here so I am not sure what maintenance was performed in the past.  

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19619901
  
  I am rejecting this response because:
    I went to Bev Smith Kia on 02/24. I spoke to ***, service manager about the problems my car was having with a loud knocking noise and no power. *** looked up my VIN to see if I was eligible for the motor replacement that *** had for these engines catching on fire. They saw that I had the Knock Sensor Update performed already, which meant I was eligible. *** told me that due to the recall that I could tow the car there and that I would even get a rental all covered under the recall. I did my own research as well and it clearly states all of that in the *** recall. *** sent me to **** to get all the paperwork started. **** gave me the name and number of the tow truck company they are partnered with, and said the tow would be covered. After getting home I called the *** Boys who told Me it would cost $96. I said that **** said it would be covered to have it towed there. They hung up and called *** Smith, who told them to have me pay now and they would reimburse me. On Monday 02/27 **** called and said that they looked over the car and that the Catalytic Converter was bad and that I had to replace it in order to get *** to replace the motor. **** told me the part alone was $2600 and with labor I was at $3100. I did tell him that was way too much for that. On ***s own website for  *** parts, the Cat says its $960. The next day 02/28 **** called back and said the cheapest they could go was $2100. They still had not submitted my claim for the recall unless I agreed to the Catalytic Converter. They said there was no way *** would replace the motor without doing it. Again they had not even submitted or tried to yet. On 03/02 **** called and said they submitted my claim as well as 3 others. On 03/03 **** called again and said it was approved by ***. **** told me that they would have a car ready for me to use on Monday. I picked up the rental car from *** on 03/06. **** called me again on 03/16 and said they now had a problem getting the old 02 sensors out and that they were rusted in there. **** said it would be an extra $580 for the 2 sensors and that there was no way around it. I had not approved the sensors or even had a chance to call him back, then on 03/18 **** called and said the car was finished and ready to be picked up. The total for everything was $2799. When I went to pick up the car and asked about my reimbursement for the townow they are acting like they never said that and are saying oh we have to file a seperate  claim for that. I have the receipt and it clearly shows that it says on the top authorized by Bev Smith Kia. I am getting in touch with *** directly to fight Bev Smith Kia on the the fact they said I had to replace the converter before even submitting the claim. I have voicemails saved from **** from all this, I have the receipts. *** Smith should have replaced the motor per ***s recall and if my catalytic converter was bad I could have taken it to my mechanic who would have replaced it for a lot less than $2100. The fact that they could lower their price by $1000 in one day shows how they are just taking advantage of their customers. The recall was to replace a faulty motor. Not hold my car hostage so that they could make money off of the recall. Now they are saying I requested a rental? No, *** said it was included in the recall, hence why they gave me a 2023 *** ******** to use for 2 weeks. They are not submitting a  claim for a rental now, that was just given to me. I want my tow reimbursed and I want the money for the repairs reimbursed as I should have had the right to get my motor replaced per recall warranty and had the chance to take it to my own mechanic.

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

  

  Business Response

  Date: 03/27/2023

  A check is in the mail totaling $116.00 for the full amount of towing, you were supplied with a rental at no charge so nothing to reimburse there. Catalytic converter needed to be replaced 1) New engine would not run with the condition of current converter. 2) *** would not authorize engine with condition of existing converter.  **** reduced the cost of both parts & labor for converter replacement not to mention did not charge labor for removal and installation of rusted / fused oxygen sensors, which reduced the price considerably as a courtesy.  You authorized repairs to be made, we performed everything we discussed on our end, you are now back on the road with a new engine.    

• Initial Complaint

  Date:02/10/2023

  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.

  On Tuesday, January 31, 2023 went to Bev Smith Kia of Fort Pierce, there was noise in front end of car when accelerating as we had told them and also stated that the alarm was no longer working when locking the car. They took and checked the vehicle out and said it was going to be $1600.00 out of pocket expenses for us even though we have an extended warranty with Fidelity. And also they said that it would take a couple days for them to fix the vehicle so we took and received a car from Enterprise Rent A Car which Fidelity paid for with the extended warranty that we have. On Wednesday February 1st *** had called and said that there were rats that chewed the wiring in the motor area and that it was gonna cost a little bit more to do the work and Fidelity was not gonna pay for it and so I said ok do it. So on Thursday February 2nd they had called late evening around 4:30 Pm and said the vehicle was complete and ready to be picked up. Living in ********** we weren't able to get there until Friday February 3rd at around 12 Pm to return the car to Enterprise Rent A Car. At our arrival at Bev Smith Kia our problems just started to begin ********************* said we now owed $2818.65. So my wife and I couldn't understand where they got the amount here it was $1600 now it jumped so after going back-and-forth with him saying to him that he was being dishonest and lying to us. In the time that we were there my wife and I went back to the car and checked out what work that they did on the car in regards to the rats that they said that chewed the wiring. We spoke to also the mechanic that repaired the wiring and in following us to our car and talking with him at under the hood of our vehicle he said that it had nothing to do with rats it had to do with being old and nothing to do with rats. So they made all that up to get more money from us regarding the amount that they were requesting. After arguing in going back-and-forth with ********************* he lowered the price down $950.00.

  

  Business Response

  Date: 02/14/2023

  This is the result of miscommunication and misunderstand. Vehicle dropped off for noise, we inspected vehicle & found multiple items in need of attention as this vehicle is a 2016 with 68k miles.  We addressed concern (covered under *****************) and proceeded to described other issues e.g. fluid exchanges, spark plug wires, drive belts etc. what **************** heard was ignition wires that were dry, an area that appeared to be slightly chewed (or just cracked) and should be replaced (see exhibit# 2).  Fidelity took care of the repair which coincidently cost $2805 and the remainder (maintenance items) would be the responsibility of the owner.  We value all of our customers & in the end removed an additional $750 from bill (see exhibit# 3) bringing it to what **************** thought he heard.  I would never allow any of my team to blatantly overcharge a customer.  Here at *** ********************** we are a small town family dealer for 40+ years.    

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19386156
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/16/2023

  **************** left here paying less than original amount (see screen shot).

  Labor - 2,652.60

  Parts - 2,479.73

  Sublet - 120.00

  Total - 5,252.33

  Warranty & discounts - $3,555.00

  customer total leaving shop - ******** + Fla tax for items not covered under warranty.  This was agreed to price for services rendered.  Not sure why **************** would be requesting refund?   

   

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19386156
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/24/2023

  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.

  My car was paid of in December 2022 on the 7th. My over payment to my loan after payoff ,I was $7 *****. that was sent to Auto approved by accident on December 29th 2022. I finally got hold of Auto approve, and ******** from Auto approve sent the check back to ********* Finance on January 13th. Of course ********* finance could not send me my money unless they received the check back from ******** at Auto approve. At first no one knew what was going on were the check was going who received it. It took numerous phone calls to get this straight. So right now I finally figured out where my payout tracks for my three contracts with fidelity, for Gap, key replacement, maintenance plan. Those checks $892.71, $777.84 and *******. **** at ********* finance was able to find those in the system I was so relieved after calling for 3 weeks to know what was going on. I've called **** *** and no one and no one would return my calls. Finally yesterday I got a hold of **** and finance, he was supposed to call me back at 9:30 this morning, but neglected to do so. I called and left a message at 10:30 a.m. to leave him a message. But to no avail no call back. I then called back around 11:30 a.m. and told the receptionist that it was important that I talked to **** he promised me that he would call me, I heard someone say ******** are you busy and they said they were, that's when I was transferred to the receptionist and told him this was very important I'm very frustrated this person was trying to call me back, then **** finally got on the phone finance and told me that ****** from *** ***** Finance had my checks. Unfortunately they're communication system and avoidance calling people back especially from the finance department I tried a few times and no one ever returned my call. I'm so happy with **** from *** ***** finance she deserve a race to be very knowledgeable understand the system and explain things to a detail. I have bought numerous cars from *** since ****.

  

  Business Response

  Date: 02/07/2023

  ******************* did come into our dealership and submitted the cancellations for the *** Insurance $777.84 and the cancellation of the Maintenance package $1,749.52. As well as the cancellation for the Refund of key & Sales Tax $892.71.
  Upon ******************* cancelling those items above she did not provide our dealership with proof of payoff or proof of refinancing. Therefore,when the cancellation was processed the funds were sent to Kia ******** instead of *******************.
  My cancellations Manager as well as my Finance Manager has told ******************* multiple times that she needs to contact *** ******** they would be the ones that can reimburse ******************* for the amounts listed. 

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18888672
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I did supply *** a confirmation of cancellation per text from my phone from the *** ******* Website and the ******* Person at Bev Smith Kia and he did did accept it as a payoff confirmation.

  The checks were mailed from Fidelity on January 17th and was told that the checks would be mailed to Bev Smith Kia and they would forward the checks to me.

  I talked to *** ******* where they processed my loan and they did receive the checks, but would not tell me  when, I would receive the checks.

  I've bought 5 cars from Bev Smith Kia, since ****. 

  Something happened the last 3 yrs and they have become very unprofessional and not very helpful at that dealership.and  their customers needs.

  There are too many people walking around and none of them really know what exactly ***************** means to their Company.

  I was just there on Friday the 02/03/2023.

  I had made an appointment, and the person said we're really busy now and can't promise when they can get to me.

  I worked in **************** for over 15 yrs. 

  I have letters from Doctor offices and billing agent for my extreme services and contacting them when their claim was processed. I never told them I was too busy to promised when I could get to them. I still have their letters. From some years ago.

  I can see if I put my Life in BSK , that they would get me to the Hospital in time before I died.

  I bought a KIa ******** **** from their letters trailer across the street where " Elivis " sold me my first *** **** I told him what I wanted, the color,the accessories and he delivered ?? percent. There were only 2 people working their at the time.

  My second card was 2016 *******, 3rd car a 2018 *** ***** , 4th Car 2022 *** **** 5th car a 2022 *** ***** lxs. I guess that's the end of my story.

  It was a circus trying to find my Refund Checks. I took my ********* because of their extremely poor customer services.

  The are too big and have too many people running around doing nothing to help their loyal customer.

  The day I came in to cancel my Gap, Maintenance and key replacement on December 12, 2022, after a serious foot infection, with no accomodations for an appointment, no one called me back after 3 phone calls. The person I finally talked to sound drunk and said my checks were with *** *******. So I had to come in while in treatment for a severe staff infection with no appointments. I text the ******* manager a screen print of the payoff and my letter came in a few days later. No one told me to get the letter first, because they were not listening to my request and the ******* manager there at *** was too busy to take my phone call or call me back.

  I had my last visit and hopefully my next visit will be to collect my checks.

  *** ******* told me before they could mail my check it had to go through audits.

  Unacceptable and unkind, that is not my problem, *** took my money and I need it back asap.They almost made me late on a car payment,but having one good friend I made my payment.

  Mrs ********************** could digged in his to give me back my$ ****. since he can hire some many useless employees 

  

  Business Response

  Date: 02/08/2023

  My Cancellations Manager ****** called Kia ******* this morning to find out more information about Mrs. ******** refund. They said they did in fact receive all three checks from JM&A, as well as the one from our dealership on January 19th 2023. They informed ****** ****************** needs to call Kia ******* as they will not release any more information on behalf of *******************. ******************* will need to call Kia *******, to verify if and when ******************* will receive the refunds. ************ (Kia ******* Phone Number)  

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 18888672
  
  I am rejecting this response because:

   

  There is still a check missing for ******, money due to me because my payout happened before my car payment.

  I called kia ************* and Bev Smith Kia, yesterday. 

  No answer.  Some has my check  ******** from Autoapproved received the check and sent it back to Kia ******* on January  13 and I talk to ki ************* and they were going to reissue  me my check. Where is this check? Bev Smith Kia ******* is avoiding my calls again.

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

• Initial Complaint

  Date:01/09/2023

  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.

  On January 7th, I sold my car to Bev Smith Kia. They asked I signed some blank papers. I refused and fill in some of the information, such as name address VIN ect. I was told they will ********** and I can have it ready on Monday along with the check. I go to pick up my check and it was $2000 less than I was told. Additionally, they refused to give me papers that were fully filled out. Wouldnt even sign papers that clearly states purchasers signature. They said, you got your check why does it matter? So I have nothing on their side that shows that they took the car. After getting no where my husband went in and also requested completed papers. The male employeee gave him an attitude and didnt understand the problem. They started arguing and my husband got asked to leave. So I still have nothing from the dealer showing I sold the car.

  

  Business Response

  Date: 01/10/2023

  Dear Better Business Bureau,  
  We are upset to hear that Mr. and ************************* did not have an excellent experience with our dealership. Our goal is to have 100% customer satisfaction.  
  We have contacted the customers and will be reversing the transaction.  Their vehicle is being delivered to their home where we will be picking up our check.
  Thank you,

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

  Customer Relations Manager

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would like it noted that the remarks from the dealer that they contacted us to reverse the deal was false. We only found out when we reached out to an employee about the paperwork that was still needed. We were told that you need to bring the check back and take your car my GM canceled the deal since you made a complaint to the BBB which feels it is retaliation.  We are glad the issue is done and we are happy to walk away from this business. The practices seen here has given us pause and will ensure to vet out any other interactions with dealers. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/06/2022

  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.

  Please see scanned complaint

  

  Business Response

  Date: 12/06/2022

  These statements have many fallacies included. This is a 2016 Kia ******** currently with *******+ miles which appear to be rougher than normal.  Spark plugs burnt, diode on end of one completely burnt off (never replaced), one coil not operating as designed (which can happen at ******* miles).  Batteries can go at almost anytime, under many conditions, if not proper amount of voltage a vehicle will act up in many different ways.  Brought in again 10/1/2022, we had master tech diag vehicle and did not charge customer. Vehicle needs accelerator position sensor, customer declined.  Customer did inquire / want new vehicle but after speaking with salesperson 2 or 3 times decided he did not want payments or could afford vehicle (not sure of entire story).  

  I believe we did everything possible and that could be done for customer and that nothing is owed.  

• Initial Complaint

  Date:11/09/2022

  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.

  On 10/19/22 I dropped my 2018 Kia *** to get recall fixed (hecu kit) I picked my car up few hours later once I got home I opened hood to see if I could tell what they did & noticed the negative battery terminal plastic cover was missing!! So I contacted dealership & had to leave a message for service advisor ***** in which I did.Was told he would give me a call back.10/20/22 I called again requesting to speak to ***** & was told he was busy and that my message from 10/19/22 had been delivered to him & that they would submit another message for him to please contact me . I recieved a survey asking me to rate the services I recieved from service **** I rated low & the reason for the low rating.within 30min a lady from dealership contacted me & set up an appt for me to bring my car back & said they would issue me a free complimentary oil change to satisfy me .However I live over 50miles away so round trip for me is 100miles or so I then asked if they could just send me my ********** sent me to speak with someone in service **** the guy I spoke with told me he could send the part by one of the employees that come to ********** few times a week but the 1st thing he had to do was to locate part or order new one .But that Monday or Tuesday of the following week someone from there would be contacting me or delivering my part he took address & made sure all info was correct .. On 10/23/22 I went to wash my car & noticed missing both valve stem caps on passenger side off front and rear tires Also I know for a fact they were there prior to my arrival at *** Smith they put the driver side back on but failed to put the passengers !! Ive recieved calls from *** Smith all to get my car appraised & get me into a new one but none to get my parts back to me or make it rite ! At this point all I want is the negative batt term cover.Not worried about the caps Ive already replaced them or the complimentary oil change.They have all my info & notes from where Ive called numerous time

  

  Business Response

  Date: 11/15/2022

  I just reviewed and discussed this with Drive Lane ******************* to see through & follow-up.  Advisor ***** is no longer with us.  We apologize for inconvenience and will ensure gets corrected.  

• Initial Complaint

  Date:11/04/2022

  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 recently purchased a vehicle on October 17, 2022. When purchasing the vehicle, I was told I would receive an alignment and a new battery. After the purchase I had the vehicle inspected at another shop and was informed a dust boot for the upper ball joint was bad thus requiring the control arm to be replaced as well as the battery tested bad. I went back to the dealership on October 24, 2022, to discuss the issues and the dealership agreed to alignment and battery however is refusing to replace ball joint. When the vehicle was being purchased, I was told about the 60-day 2k mile bumper to bumper warranty. I brought that up they then said it was for safety issues only. Upon reading the warranty it does in fact cover said ball joint/dust boot/control arm. I was told the battery was replaced when I went to pick up my vehicle on the October 24th and in fact it was not. I was told I would receive a call when battery arrived, and they would also do the alignment. They are now refusing those items as well with no Communcation at this point. I can provide picture of ball joint and a copy of the warranty provided by Bev smith kia. At this rate i would like to seek for these items to be rectified at a different facility and be reimbursed less the $50 deductible as the warranty describes herein.

  

  Business Response

  Date: 11/16/2022

  SPOKE WITH ****************** SCHEDULED HIM TO COME IN ON MONDAY 11/21/22 @8:30 AM TO DIAGNOSE THE VEHICLE FOR THE BATTERY AND CONTROL ARM ISSUES. 

• Initial Complaint

  Date:10/31/2022

  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.

  UNSCRUPULOUS BUSINESS PRACTICES - *** SMITH *******S ***** ******* MGR CUSTOMER RELATIONS MGR, ************************* ******* TECH .****************************THEY LIED TO FIDELITY INSURANCE. PERTAINING TO THE *** PASSEBGER REAR TIRE THAT HAD TO BE REPLACED.THEY REPLACED INSTEAD THE LEFT DRIVER REAR.THE WORK ORDER SPECIFICALLY INDICATES RT PASSENGER REAR.FIDELITY INSURANCE TOOK *** SMITH'S WORD & SAID *** LOW ( THE *** IS 32) NORMAL FOR THIS CAR.TIRE HAS FLAT.TIRE REPLACEMENT NOT COVERED.FALSE STATEMENTS.DEMAND $460.96 - OUT OF POCKET CHARGED TO CARD.REPLACEMENT OF THE ***** WHICH WAS NEVER REPLACED AT NO CHARGE INCL.NO CHARGE PARTS AND LABOR.IF *** SMITH REFUSES TO COMPLY, THEN FURTHER ACTION TO SEEK A SWIFT REMEDY.WE PURCHASED 8 CARS.NEVER HAD AN ISSUE WITH THE ******* *****FIRE THE ******* MSGR & THOSE THAT WENT ALONG WITH THE FALSE STATEMENTS & ******* PROCEDURE INITIATED BY THE ******* *****

  

  Business Response

  Date: 11/01/2022

  Customer came into dealer with with tire that was flat, clear customer ran with tire being low.  Customer has top rated road hazard coverage, called in to supply details and answers to all question ***************** asks, claim was denied due to sidewall degradation (I would never have one of my team lie about any condition).  We took care of customer as we normally would, customer brought in two coupons which we applied them to reduce by $30.00, customer needed battery replaced as well, retest ok.  

  We always attempt to take care of every customer, some do not feel they should pay & sometimes there are circumstances where they need to.  I will offer the customer a no charge oil & filter change on a future repair as goodwill in addition to coupon discounts already provided.  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18337942
  
  I am rejecting this response because:WE BROUGHT THE ***** IT WOULD  NOT START THE MORNING OF OCT.15, 2022.

  ABC TOWING COMPLETED THEIR DIAGNOSIS & DETERMINED THE BATTERY HAD TO BE REPLACED.

  *** SMITH SERVICE TECH *************************** HAD   WROTE WHAT THE ISSUE WAS THAT BEING THE BATTERY.WE ALSO BROUGHT TO HIS ATTENTION THE RIGHT PASSENGER REAR ****.HE SAW FOR HIMSELF THE CONDITION OF THE **** & PROMISED IT WILL BE TAKEN CARE OF.RE REVIEW THE SERVICE WORK ORDER- IT'S WRITTEN RIGHT THERE.WHICH IT WASN'T.THE ATTACHED IS VERIFIED  INDICATING THAT THIS BUSINESS IS DECEITFUL IN THEIR RESPONSE.WE HAVE DONE BUSINESS WITH BEV SMITH KIA SINCE 2016 IN BOTH SALES &;SERVICE.THIS IS THE FIRST TIME WE ENCOUNTERED A PROBLEM.

  THIS BUSINESS HAS TO BE  ACCOUNTABLE FOR THEIR  UNSCRUPULOUS PRACTICES & BLATANT DISREGARD.

  THERE HAS BEEN A MULTIPLE COMPLAINTS  AGAINST THE SERVICE ***** THE HONESTY, & INTEGRITY NO LONGER EXISTS.

  THE SERVICE MGR, CUSTOMER RELATIONS REP. ARE RESPONSIBLE FOR ENSURING THE MAINTENANCE HAS BEEN COMPLETED CORRECTLY.

  WE STAND BY OUR  STATEMENTS.

  VERIFICATION OF SAID STATEMENTS ARE ATTACHED.

  IF THIS BUSINESS HAS ALTERED THE PAPERWORK ON THEIR END OUT OF RETALIATION, THEN THAT WILL ONLY OPEN ANOTHER ISSUE.

   

   

   

   

   

   

   

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

  

  Business Response

  Date: 11/02/2022

  I previously addressed both issues and would recommend customer contacting ***************** ************ as previously stated we need to follow their direction on what is covered / reimbursed.  As for the battery, we tested & load tested battery, battery failed, we recommended to be replaced, it was approved, battery was replaced.  I will add a $50.00 credit to customers account to be used at a future service visit, I will offer this as we are a genuine business, not at all what was stated & wish to our customers return.  I will provide this as a goodwill gesture nothing more. 

   

  Customer Answer

  Date: 11/03/2022

   
  Complaint:

  REJECTION OF OFFER:

     THE POINT IS THAT WE WERE NOT NOTIFIED OF THE BATTERY WHEN WE WENT FOR THE ***** POINT ROUTINE MAINTENANCE  INSPECTION ON  SEPT. 23, 2022. IT WAS  NOT CHECKED ON THE WORK  ORDER.  WE HAVE DOCUMENTATION WHICH INDICATES THIS. PERIOD. THE *** WAS NOT BROUGHT IN DUE TO A BAD TIRE. AGAIN REVIEW YOUR WORK ORDER OF OCT. 15, 2022.  *** TOWING ARRIVED AT OUR HOME BECAUSE THE BATTERY WAS DEAD. PERIOD.  WE BROUGHT THIS TO  *************************** WHO ACKNOWLEDGED THE  DEAD BATTERY. " BATTERY STATE OF HEALTH"- NOT CHECKED OFF''- *** SMITH HAS TO SPECIFICALLY EXPLAIN WHY THIS WAS NOT ADDRESSED ON THE WORK ORDER.

   IT IS THE RESPONSIBILITY OF *** SMITH , NOT THE CUSTOMER TO CORRECT THE   ERRONEOUS INFORMATION WHICH WAS PROVIDED TO FIDELITY FROM *************************** ON OCT. 15, 2022.

  KEEP IN MIND THIS INFORMATION IS BEING SENT TO FIDELITY ATTN: ***********; ******-  FIDELITY  REP.
  

• Initial Complaint

  Date:10/28/2022

  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.

  The check engine light came on my 2021 Kia **** on 10/15/2022. I called Bev Smith Kia Fort Pierce on 10/15/2022 to drop my car off and was scheduled to drop off on 10/20/2022. I dropped off my car on 10/20/2022 at 2:00 PM. My wife received a call from an employee on 10/20/2022 that the 2021 Kia **** was inspected and is deemed to need a new engine and that they will call back to arrange a rental vehicle for us. That was the last call we received from Bev Smith Kia Fort Pierce. I have called their service department every day from 10/20/2022 to 10/28/2022 and have received no answer from someone in service, no call back or update on what is going on with the car. I have now gone eight days without a car, no arranges for a rental and not a single update. My wife and I purchased the car in June 2021 and the car currently has ****** miles.

  

  Business Response

  Date: 10/28/2022

  Hi my name is *************************, Service Director at Bev Smith Kia.  In response to this compliant I verified with Advisor ***** that he contacted you, he spoke to your Wife and has now left two (2) voice messages for you, one 3 days ago and another today at 3:220pm.  At this point we are awaiting further direction from ******************** are unable to process any rental / loaner vehicles until we have approval from ******************** will update again as soon as possible. 

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18327477
  
  I am rejecting this response because: I reached out to ***************** today, 11/01/2022, and was informed that there was no attempt to to escalate to ************* for approval. The representative informed me that the notes included unsuccessful repair attempts from Bev Smith Kia but no escalation to their technical team or to *** directly. The representative attempted to reach out multiple times, while I was on hold, and was not able to get ahold of anyone in service. I am being told I cannot receive a rental due to pending approval from *********** which is false according to *** ***************   

  Call log: 8:02 AM to 8:36 AM on 11/01/2022 with ********** Customer Care.

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

  

  Business Response

  Date: 11/01/2022

  I don't believe this a BB case as customer is not being treated unfairly or unreasonable & following factory guidelines.  Just checked with Techline, engine was approved & ordered yesterday, I updated warranty admin to contact customer once loaner is available. 

  Customer Answer

  Date: 11/02/2022

   
  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,
  
  *****************************