ComplaintsforKia of Orange Park

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September I have brou*ht a Kia Soul 2019 from this car dealership. For the past two months I have have brou*ht my car to this car dealership three times for oil issues. On May 30,2023 I have brou*ht my car to them a*ain because the check en*ine and oil li*ht is on. Each time I have brou*ht it to them they said my car is fine. Even after doin* an oil consumption test they said their is no issues with my car. I I have only taken my car to them for these issues and not has been resolved. At this point I would like them to *ive me another car similar to what I own now.

  

  Business response

  06/13/2023

  From: ****** ***** <**************************&*t;
  Sent: M****** **** *** **** **** **
  To: ******* ****** <********************&*t;
  Subject: RE: BBB Final Notice ** ********

   

  *ood afternoon.  ********* Soul is in our shop now *ettin* a replacement motor from KIA.  She is currently in a rental car.  I am confident that this will remedy her concerns.  Feel free to contact me directly at ************ with any further questions or concerns.

   

   

  ***** *****

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

  Kia of Oran*e Park

  Customer response

  06/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sendin* it.]

  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. 

  Re*ards,

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

   

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased at 2016 Dodge Grand Caravan from Kia of Orange Park in May 2022. It had 65k miles on it and in order to get us to to purchase this vehicle as opposed to at Carmax down the road who we had an offer with; they told us they did a 120-Point Inspection compared to Carnac’s 52-Point. Literally the next morning the electric system failed causing the radio to break in which it took 2-3 days to replace with an after market one due to not being able to fix the other one. 2 months later on august the temperature gauge valve broke. In November the car battery died. December 12th the check engine light came on and it was total engine and transmission failure. They kept our vehicle for over 30 days with very little communication. I had to call them every day to get any kind of answer with several days where no one gave any idea of what was happening. We drove over to the dealer and they didn’t even know where our vehicle was(turns out it was at another dealer). We told them we wanted out of this vehicle and their only solution was a car that was $10k more expensive. After 5 weeks transmission was replaced got our vehicle back. April 2023 last week check engine light again. Oil pressure sensor breaks; get that fixed. Less than 24 hours later light back on and the oil pump has died and the cam shaft has gone up as well. We have put thousands of dollars in repairs to the vehicle that only has 76k on it. Do NOT trust this dealer to give you a working vehicle.

  

  Business response

  05/10/2023

  We would be happy to try and trade the client into another vehicle.  Please contact me directly at *************

   

   

  ***** *****

  Customer response

  05/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  You guys already said you would do that and you tried to put us in a vehicle that is $10k more expensive and when we rejected that you still tied to put me in a brand new van costing $60k. I’m not spending anymore money with you. I want money back. And since I filed this complaint rd yet another thing happened with the van. 3 of 4 cam shafts broke causing the engine to break again. I want my money invested in this faulty vehicle that you sold me

  Regards,

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

  

  Business response

  07/05/2023

  I'll be happy to give a purchase value for the vehicle.  Please call me directly at ************* 

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I car 2019 kia rio from kia orange park. In May I took the car to be service for everything and get check for everything bc it was something with engine but did not know what and told them check everything. I also was told that a oil change was done everything they said that did not do and they did not put the oil change on the work order that they said that they did now they car is not working and I haven't had for a year. What I want to be resolved is give me another vehicle with same or less car payments.

  

  Business response

  02/22/2023

  This customer purchased the vehicle with 34333 miles on 2/7/22 from KIA of Orange Park.  At that time it had the remainder of the 5 year/60000 miles warranty.  The customer brought the vehicle in on 5/16/22 for an acceleration concern and it was addressed.  We have not serviced or seen the vehicle since.  The customer brought their vehicle to Southside KIA due to engine failure.  At that point in time the vehicle had approximately 64000 miles and is out of manufacturers warranty.  KIA (the manufacturer) would consider assistance it the customer could show records of the vehicle being serviced (oil changes etc) for the last 30000 miles.  From my understanding there is no such records.  If the customer can provide the information to Southside KIA there may be a remedy.  We have requested this from the customer but been unable to obtain said records.  Please feel free to contact me directly for any additional information at ************.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 Kia Carnival, December 2021. I’ve had at least 9 issues with the vehicle in addition to the dealership. The first issue was June 2022 with the software was never installed in the car , causing the rear entertainment system not to function. I Was told to call Kia connect & purchase additional equipment to install myself. I continue to have on going issues. I picked up the vehicle after an oil change to discover the horn doesn’t work while trying to use it during an emergency. This happened on more than 1 occasion. I returned to the dealership. The employees and managers were nonchalant. I was refused a loaner vehicle. I had to pay out of pocket over $400 to insure the rental car while they figure out the problems, order parts and get around to replacing the horn. I was told the horn would be replaced in 2 days. It took 3 weeks. After being told it was replaced I discover the sound of the horn was very low and obviously not the correct horn for the vehicle. During the same visit the vehicle was making a loud , roaring noise and would not accelerate. The dealership said it’s a V6 engine and suppose to have a loud sound. The real problem was that the parts were not installed properly during the oil change. The vehicle went back to normal sound after the parts were installed correctly. I went back for another oil change to discover the low sounding horn no longer worked. Again to be told they do not have a loaner car and I have to come out of pocket again for a rental car. Now the vehicle is unsafe to drive again In addition the trunk spring/hydraulic went out. It would just drop while open without warning. The trunk door hit me in the head as well as 1 of my kids. It took months to fix the truck. The dealership Never called me. I called them and was sarcastically told they have no control over when the part would be in. I was left with head injuries and a broken trunk door. During another visit I asked to have the battery checked. I was told the battery was perfect to soon find out that wasn’t true and now I have to pay for a battery because the warranty expired. I have spent many hours, days, and money at this dealership within a year. These are some of the issues plus more. At this point the vehicle and dealership has failed and put my family in great danger. I can no longer invest money , time or my family’s safety driving this vehicle. I would like this investigated and to sell this vehicle back to Kia. Please have someone from the corporate office contact me for resolution. The local managers and employees have not done so.

  

  Business response

  02/09/2023

  This customer is requesting a buy back from KIA.  The customer service phone number is ************. 

   

  We do apologize for the issues that have occurred and the delay from the manufacturer in regards to the parts.  Please contact me directly at ************ if I could be of any further assistance.

   

  Customer response

  02/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: my reimbursement has not been mentioned and I am requesting reimbursement for rental charges. It had nothing to do with the manufacture because each time I brought the van in the parts I was told was in. Just like I left my car there for a full day my last service and was told it would be ready just for me to get there and it was not ready even after coming in to check on the car because I was not given any follow up. I paid for a rental that day because I was refused a rental by Kia. At this point I have been patient and tried to reason with Kia and unfortunately I know the results. You can have the general contact me .

   

  Regards,

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

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I'm a very upset customer. I purchased a car from OP KIA in 2021. My car recently left me on the side of the road. After talking to  on 12/28/22, it was brought to my attention that my car has lifetime warranty and the engine my car needs will be covered. I had my car dropped off on Thursday afternoon 12/29. When I called around 4PM Bri advised my car was there and someone would look at it and call me. On 12/30 I called and spoke to **** who advised that they were behind and my car would be looked at that day and I will receive a call back. I called everyday and left messages to have someone call me as this is my only form of transportation and need to work to no avail no one returned my messages. I called today and was advised that I need an engine and it wasn't covered. My anxiety and PTSD went on high alert immediately because that's not what *** *old me. I called back and spoke to the finance manager to get info on the lifetime warranty. ********* didn't understand why I wouldn't be covered and advised he would have someone call me. About 15 minutes later **** from service called and advised that the engine would be covered and he was unaware. Had he had called me I could have told him instead discarding me like I don't have a need. I took a 2 week leave of absence from to work on getting my car fixed. Now I have to go back to work on 1/9 and my car isn't ready and work hasn't even begun and I have no way to get to work. This is the worst experience I've every had and I feel undervalued and unappreciated all because no one wanted to communicate. This has tarnished how feel about KIA as this is my second and last KIA vehicle purchase. For having my vehicle a week it should be done or close to done and not me being worried about how I'm going to get to work next week.

  

  Business response

  02/01/2023

  We definitely apologize for the delay.  There is a recall procedure with some KIA engines that takes some time to get approval.  This one was covered by the extended warranty that we provide.  The engine is currently at the head shop and should be ready within a few days.  For the inconvenience we will take care of the deductible for the customer.  If there are any more questions or concerns please feel free to contact me

   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband took my car to be repaired at Kia of Orange park on November 21, 2022. He paid $1285 for a repair that I was told by 4 different Kia dealerships that I didn’t need. The van has periodically not been cranking. I took it to Southside Kia on Feb 7 2022 and was told that everything was working as it should. The van wouldn’t crank again. On April 6th we took it to at Augustine Kia and were told the starter wasn’t an issue. The van wouldn’t crank again. The week of august 2 we left our car at Lake City Kia who also couldn’t find the problem. I paid diagnostic fees at several dealerships and eventually had to have the car towed because it died on me and my four kids in a public place. I will say ***** at Orange Park service was great- he took care of us and got it repaired quickly. But I don’t think it’s right for Kia to charge me so much after I did more than my due diligence driving to all the service departments in the region trying to get it fixed before it stranded me. The estimate we were given to repair the vehicle at orange park ended up being about $300 more than what we were told. I can’t get anyone in orange park service dept to answer the phone, and I haven’t gotten a response to my email I sent asking to speak with them about the service.

  

  Business response

  12/12/2022

  We have only serviced this vehicle.  Once for sway bars and once for the starter.  We replaced the starter and it has fixed the problem.  I cannot speak for the other three dealerships that did not diagnose correctly. 

   

  *****

  Customer response

  12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My past several visits there have been hell. It does no good to have appointment system. If a customer has an appointment at 11, then the customer's car should be going in the bay to be worked on at 11. My past several visits have been appointments. I was STILL there for 3-4 hours. That's ridiculous. That defeat the purpose for making appointments. Today, my appointment was 11. THERE WAS NO GREETER THERE. Rene told me the greeter was out. STILL, NO ONE GREETED ME. I SAT IN MY CAR FOR 15 MINUTES. About 3 different service employees walked past me on mulitiple occasions! I had to get out my car and walk inside the building before being helped!! Brian was no help. He was horrible as a durn manager. He brushed me off. I had to go to Rene. He wasn't any better. He initially told me my wait is 1 hr 45 minutes. I told him I had to be at woek at 3. He told me this at 11:30. I waited in wait area. At 2 pm. Rene give me update and said he coming right back. HE NEVER CAME BACK! I WAITED ANOTHER HOUR BEFORE GETTING UP TO LEAVE BECAUSE I TOLD HIM UPFRONT I HAD TO BE AT WORK AT 3! He offered paperwork but I declined because I had to leave. This was probably the worst experience out of all my bad experiences there. They need to do something!! If workers are calling out, then they need to offer some type of incentive for employees with great attendance. This is terribly pathetic. Please make sure *** ****** sees this!

  

  Business response

  11/16/2022

  This client has made several complaints in the past through the Better Business Bureau.  Today was the first time that he answered my phone call.  I have given him my personal cell phone and contact info and will personally take him through the service process when he chooses to do services with us.  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called my warranty company about work for my air conditioner covered and completed on June 02,2022 after paying my deductible of $251.00 to Kia of Orange Park for the repairs. Now the exact same problems are happeing with the car of the air conditioner not working properly. when driving its cool when idle the air blows warm. i I made an appopint ment with KIA OF ORANGE PARK for the repairs. After a 6 hour wait my car was disgnosed as saying IT NOW NEEDA A COOLING FAN FOR THE AIR CONDITIONER THAT WAS JUST REPALCED ON 06/02/20222 ALONG WITH A NEW THERMOSTAT. The warranty companyy paid for and covered this repair and the parts needed. Now its Ocotber and the exact same problems are happening again. I contact my warrany company who ON A RECORDED LINE STATED THAT I WOULD NOT HAVE TO PAY ANOTHER $215.00 . I was further told that there was no contact from KIA OF ORANGE PARK but to have them call in as this should have been repaired witht he rest of the air conditioner in June. KIA OF ORANGE PARK submits the ticket for new parts with no mention that this new fan is needed to make sure that the BRAND NEW AIR COMPRESSOR AND THERMOSTAT WILL STAY COOL otherwise the car can overheat. KIA OF ORANGE PARK submitted a tickect for new parts only.. There was not a detailed report of the car being in the shop with in 90 days of the replacements. Also there was not mention in the previous repair that the cooling fan was needed to keep the air compressor and thermostat working. I spoke with ******* of this is the exact same problem as before this time there was a problem with the fan whick keeps the compressor and a/c working. I am then given the run around for a request for superviors. I am being told there was no way the mechanic would know that a new fan would be need to keep the air compressor that was just replaced working. My warranty company paid $985.20 along with my decutible of $215.00 only to be back in less than 90 days and requested to pay an addtional $215.00 .

  

  Business response

  11/07/2022

  The customer has a warranty that she purchased from an outside company.  The deductibles are charged by her warranty company, not Kia of Orange Park.  We took care of her last complaint as goodwill but she needs get with her warranty to see if they can help her with the deductible that she agreed too when she purchased her warranty.  Please feel free to contact me directly with any questions.

   

  ***** *****

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

  

  Business response

  11/08/2022

  We tried to contact Ms. ****** three times yesterday with no response.  As I said before, the deductible is from the warranty company she purchased, not from KIA of Orange Park.  I am sorry that she feels we have not tried to remedy the situation but we cannot goodwill her deductible each time there is a warranty claim.  

  Customer response

  11/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I spoke with **** on yesterday the response is my true. esolved]
   Complaint: ********
  I am rejecting this response because: I have sent my complaint to ****** *** ****** for review of the policy of  customers having to pay deductibles multiple times to repair issues that could be repaired during the initial visits. Kia never took care of my deductibles bit was it was only discounted due to as today poor customer service. I was told that I should know that the car repair does NOT DUE A FULL DIAGNOSIS ONL VISUAL. I request that every invoice be submitted that shows this practice commission
  of partial repairs and also shows them Kia has never paid the full deductible for me. I have also contacted the ******* ***** **********  and ******* ********** ** ******** **********. They don’t care about their customers and only have addresses my concerns very rudely due to my complaint. I was basically told the car worked for what was fixed that day and not that the exact same issues are happening 90 days after $1158.00 was just paid June 02/2022

   

  Regards,

  **** ******

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this minivan through this company and we owned the vehicle over a month and a half and all of a sudden the so called bank wanted the vehicle back. The manager whose name is ****** is one of the rudest people ever. If you ever try to explain yourself to him instead of hearing what you have to say he is telling you to just bring the vehicle back. Never had this type of respect from a car dealership. I also paid 200 for an extra bumper to bumper coverage. Also they promised to pay off my old car loan which they never did and my car loan from that went into repo. It was 800 from that. I just want what was promised. Also I just want some kind of reimbursement and the manager to get in trouble for all the disrespect he gave me.

  

  Business response

  11/09/2022

  The customer never put any money down.  Unfortunately at the time of delivery the customer provided us a paystubs that was from a staffing agency.  We questioned them and they stated they they were temporary to permanent.  They could not provide the proper paperwork proving that they were temp to perm so we had to unwind the deal.  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around 1:30 pm 3-12-22 I called to schedule a maintenance appointment and ******* refused to give me an appointment & she did it in a rude and unprofessional man er. I asked for supervisor and she hung up on me. I called again at 3:38 & this female refuse to give me service also. She was also rude and unprofessional. I asked for her name several times and she refused. She needs to be fired. They don't understand the importance of car maintenance. I need maintenance on my car or it'll get broken. They were rude and unprofessional.

  

  Business response

  03/31/2022

  I have reached out to this customer and have not heard back.  

  Customer response

  04/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: 

  Consumer

  Most Recent Message

  Date Sent: 3/31/2022 6:37:49 PM
  THEY NEVER DID RESPOND. THEY ARE STILL LYING. THEY CANNOT CONTINUE TO TREAT CUSTOMERS THIS WAY. SOMETHING MUST BE DONE TO ******* AND THE OTHER REP OR OTHERWISE THEY WILL CONTINUE TO BE RUDE AND UNPROFESSIONAL

  Regards,

  ******* ****

  

  Business response

  04/01/2022

  There seems to be a disconnect.  The number we have on file is for *** ****.  I just tried to call again and just like last time unfortunately her mailbox is full and cannot receive messages.  Please call me directly at ************ to resolve your issue.

   

  ***** *****

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