ComplaintsforPhil Smith Kia

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello, I purchased a 2013 ************** on July 2nd 2023. I was never given a copy of the contract of purchase. I have asked numerous times for it, and I don't get a reply. I feel they don't want to provide it because I was overcharged for the car. I truly regret buying from Phil Smith Kia.Thank you.

  Business response

  04/02/2024

  I spoke with the Sales Manager for the customer's transaction, and he confirmed that it is standard practice to provide copies of all documents signed by the customer at the time of purchase. He reviewed communications from the customer in the Dealership system and there were several communications between the customer and the salesperson / sales manager, including one in January 2024, however the first request for a copy of the contract appears to be on March 9, 2024. I believe the salesperson responded to that request; however, I have pulled the deal file and will email copies of the transaction documents to the customer at the email on file.

  If she has any additional concerns or questions, she can reach out to the General Manager or Sales Manager for assistance.

  Customer response

  04/06/2024

  Dear BBB,

  Thank you assisting me. I still haven't received the email from Phil Smith Kia with the information they said they sent. I was I overcharged for the car, that's the reason they are not sending the contract I signed when I purchased the car. They say it's their policy to always provide copies of purchase agreements then why wasn't I given one at the time of purchase. I'm rejecting their response. I asked for it to be mailed not emailed. They have my address.

  Thank you,

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

   

   

  Customer response

  04/06/2024

   
  Complaint: 21447536
  
  I am rejecting this response because: I still haven't received the copy of the contract I signed. 
  
  Sincerely,
  
  *************************

  Business response

  04/11/2024

  The documents related to the purchase of her vehicle have been sent to Ms. ****** today, with my apologies for the delay, due to unforeseen circumstances.

   

   

  Business response

  04/11/2024

  The documents have been sent to the customer, with my apologies for the delay.

   

  Customer response

  04/14/2024

   
  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

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/21 I purchased a 2021 *** **** from Phil Smith Kia and after a grueling 6 hours ended up financing with *** instead of my own credit union and added gap and extended warranty I did NOT want. On 12/26 the ** removed the extra charges amounting to $3000. and gave me a copy of the cancellation form. On 1/5 I was at the Gold Coast ******************** to refinance and when they asked *** for a payoff amount, the $3000. was still included! We sent a fax of the cancellation form and were told it would take 2-3 business days to reflect the change. On 1/10 we were given the same payoff figure, still including the $3000. I spent hours on the phone with *** finance who told me the Dealership must PAY them that amount first. This makes no sense. They connected me with consumer protection, allegedly, but was really part of their company and ******** said she would investigate and get back to me. Five minutes later she got back to me, saying they have 8 weeks to comply. I need the refinance ASAP and am seriously depressed by this whole business.

  Business response

  01/12/2024

  The General Manager of the Dealership spoke with the Customer as soon as we received the complaint and provided her with a copy of the cancellation request that had been submitted when she requested it. The General Manager advised her that there as a process to be followed by the cancellation department of the warranty and GAP company, but that he would contact them to request the cancellation be expedited and the refund issued to her finance company. He gave the customer his cell number to contact with any additional concerns, and that he would follow up constantly until the process was finalized, and she would then be able to refinance as she desired.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Send a letter to Phil Smith Kia General Manager *************************** that was sent via **** Certified Tracking# ****-0710-5270-0491-6377-75 mail requesting some information pertaining to a purchased vehicle that was purchased under my business SunFun Solution LLC. That information being the following: 1. Copy of the Retail Installment Contract 2. Copy of the Arbitration Agreement 3. Copy of any other documents I signed that day 4. Downpayment Receipt

  Business response

  11/30/2023

  Due to privacy and identity verification issues, the Dealership can provide the requested copies to the Customer upon confirmation of identity. The Customer should contact the dealership to arrange for confirmation of identity, at which time the requested documents can be provided.  I will reach out to the customer to initiate the communication. 

  Business response

  11/30/2023

  The customer was notified via email on November 9, 2023 of the need to verify identity, however I received no response to that email.

  Customer response

  12/05/2023

   
  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.
  
  Sincerely,
  
  ***** Green

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

  Customer response

  12/05/2023

  Welcome to call me at ************ and I can arrange to come up there and see ontainjng this information. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 6th, I visited Phil Smith Kia to test drive a 2010 ******** GLK350. During the test drive, I identified an issue with the motor mounts. The dealership confirmed this issue and stated it would be fixed prior to releasing the car. May 10th, I returned to finalize paperwork and pickup the car. The idle was still rough due to poor motor mounts. May 11th, the motor mounts were to be replaced and ************************* was to deliver the vehicle to my house the following day. The dealership called and I spoke with multiple managers including ***************************** (Sales Manager). I believe the other individual was the *** but I don't recall the name. All stated that the motor mounts had been repaired, but the shake remained and ******** had to adjust the idle. They stated the easiest way to fix the issue was for the vehicle to be delivered to me, I would need to take it to a ******** ********** to be repaired, and they would reimburse me for whatever repair was needed to correct the rough idle. The ******** dealership confirmed only 1 of the 2 motor mounts was ever replaced. They confirmed this was the issue, but did not have enough in stock. They repaired the transmission mount, with little impact on the shake. June 3rd I brought two motor mounts from ******** to Phil Smith Kia so they could complete the repair. This was a favor to them to save them money on the repair cost. I spent over 6 hours in the dealership waiting for the repair. They also confirmed only 1 motor mount had been changed originally. I brought the receipt for the 2 motor mounts, which as agreed upon previously, would be reimbursed. Total to be reimbursed = $453.68. July 21st, after weeks of back and forth, and limited response, I informed ******* that I would be filing a complaint with the BBB. ***** (finance) stated the check for $453.68 would be sent out that day. Response from ***** has ceased.I have wasted countless hours of my time and have been very accommodating. I expect reimbursement.

  Customer response

  08/15/2023

  The business has provided with the compensation I was seeking. This complaint may now be closed. Thank you very much for your assistance.

  Business response

  08/17/2023

  The refund check was issued and sent to the customer.  There had been a miscommunication between the sales department and accounting which caused the delay. The dealership is very sorry for the delay in issuing the refund. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/9/23 I traded in my 2021 ********** Outlander PHEV for a 2023 ********** Outlander PHEV with **** miles on it. Before making a 276 mile trip I aske for a list of options/Additional equipment on the vehicle. I was sent a picture of the window sticker listing such items. We agreed on price and trade in value. We decided to make a mini vacation out of the trip and loaded up the 2021 4chairs, beach umbrella, cooler, 2 carry on luggage and pillows. Before arrival we were told the vehicle would be fully charged and detailed. Upon arrival we discovered the vehicle had just over **** miles on it, was not fully charged and was going to detail. We decided to continue with the purchase and while we waited (3 hrs) the salesman transferred all of out items out of the 2021 into the 2023. Upon returning home and unpacking all of the items, we discovered the tonneau cover was missing. This was on the list of options. I called several times, sent several text messages and emails to the salesman. After 6 days I get a response that maybe detailed took the tonneua out and that he would check. After 4 days and no response to my text and emails I called the manager. His response was it is a used car and just because I was sent a photo of the window sticker and they represented that these items were on the vehicle, there was no guarantee that they would actual be on the vehicle. I asked him to drop ship me a tonneua cover and he refused.

  Business response

  07/10/2023

  The customer purchased the vehicle used, "as-is" with no dealer warranty,and nothing additional promised. The window sticker reviewed by the customer was a "snapshot" of the vehicle when new, not a guarantee of any specific accessories present at the time of the Customer's purchase.

  However,the General Manager / Operating Partner of the Dealership has offered to provide a replacement tonneau cover to the customer, as a goodwill gesture. the Dealership will reach out to the customer to arrange for delivery of the item.  

  Customer response

  07/11/2023

   
  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.  Please delete the complaint.

  Thank you
  
  Sincerely,
  
  ************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They advertised a used VW Touraeg as $5,000 then add on another $2,000. They delivered after a supposed safety check with a check engine light on and a light indicating a light is out on. And a broken mirror and faulty hatchback lift hydraulics that I know of. It took six weeks to fix. Car conked out in their driveway on a scheduled appointment that they said was a mistake. Had to have it towed to VW dealer to fix. They were totally non responsive. The worst customer experience ever. No loaner car.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2015 ***** suburban from Phil Smith Kia on February 18 of 2022. After a couple of weeks I noticed whenever it rained the car would leak on the the driver side floor. I contacted the dealer several times before they finally reached back out to me. As time went on the leak got worse and it caused damage to the carpets. After going back-and-forth with Phil Smith Kia for 2 1/2 to 3 months they finally agreed to repair the car. I had to rent a vehicle for a week cost me $1000 and then pay for the repair of the leak which cost me another thousand dollars. after they repair the vehicle a couple of weeks later, I noticed the leak was still there and it was damaging the carpets further. I went back-and-forth with them for another month or so. Finally, I decide to take it to a ***** dealer who repaired the car for another thousand dollars. Also, I had to rent a car for another week while they repaired it that was another thousand dollars. I contacted Phil Smith Kia and went back-and-forth with them speaking to several people over the next several months and they finally sent me a check for $600 and some change. This only cover the part. Nothing else. On November 15 of 2022 my liftgate stopped working. The rear liftgate got stuck in the up position while I was loading luggage and heading to the airport. I had to contact someone to come and dismantle the hydraulics on the rear liftgate just to close the door so I can be dropped so I could drive it safely. I contacted Phil Smith Kia several times I spoke with someone in finance named Mayor and he said he would get back to me within a few hours. He never did Ive been calling and leaving messages for the past 2 to 3 weeks now and no one is returning my call. In fact, they are avoiding my calls. I need to get this resolved. I put $6000 cash down on this car and the cost of the car was $30,000. After financing Im going to be paying almost $45,000 for this vehicle. I believe they should take care of anything that was wrong with the car before they sold it to me. I believe they knew these issues were there and they did not address them before they sold me the car. I will be satisfied if they repair the vehicle, the liftgate and replace the carpet. Or they could just settle with me for nothing less than $10,000.

  Business response

  02/06/2023

  The customer purchased a 2015 Chevrolet Suburban (****** miles) on 2/18/22.  The transaction was an as-is transaction with no dealer warranty. The customer acknowledged having inspected the vehicle and accepting it as-is and had the option to have the vehicle inspected by a third party of his choice, before purchasing.
  
  Three months after his purchase, on May 19, 2022, he came to the Dealership with a concern that the drivers side door was allowing water to get in. It appears the vehicle was returned to him that same day, after a multi-point inspection and oil change were completed. The dealership was unable to duplicate the concern (a leak) and the customer mentioned that he had someone else fix it. 

  He brought the vehicle in again on 6/10/22 with a request to have an antenna installed where it appears the vehicle was kept until 6/17/22. On or about October 10, 2022, the Dealership issued a refund in the amount of $600, the cost of the labor, representing a goodwill refund. 
  
  The customer did not provide any invoices or other evidence of the repairs at another dealership or the rental vehicle costs with this complaint, and to the best of my knowledge he has not presented any such evidence to the dealership.
  
  With respect to the liftgate,again this is nine months after an as-is sale from February 2022 where it appears the liftgate was working until November 15, 2022.  I dont see that the dealership has any liability or responsibility to address any issues.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife purchased a new car from this dealer. miles the cover for the gas cap fell off the car. nothing hi the car or the cover. it fell off whenhe pushed it as required to open it. The car is sold with a "bumper to bumpder warrany" a claim was ********************* pushing on h cove is considered an 'outsidd influene. Clearly it is a defective part and should be replaced

  Business response

  11/21/2022

  When the customer brought the vehicle to the dealership, the Service Manage determined that it apparently the customer had tried to force open the gas cover and physically broke it off, which is not a warrantable repair, per the manufacturer.

  The operating partner of the dealership has contacted the manufacturer to see if we can get some assistance for the customer to resolve their concerns.  The customer should contact the dealership to work out a mutually agreeable resolution.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sunday, November 6th $38K spent I was shopping alone at Phil Smith Kia in Lighthouse Point and was sold a CPO car that after I got home and researched found out it had been in a major accident during a test drive with multiple airbags deployed. How is this legal to CPO a car after that kind of wreck? If it is legal, slipping a Carfax into the rest of the paperwork is NOT how that car should be sold. I found out that *** allows the dealerships to certify the cars at the dealership I bet Kia ****** realize that they are selling CPO cars that have a history like this car. Is this happening because of low inventory restraints? They refused to return it and give me my Lexus trade in, forcing me to keep the car or buy another one from them. I have been physically sick from how much I was taken advantage of. Not sleeping and now have a LARGE car payment on a car that I settled on just to get out of the situation I was in.My big question is how can they sell a car that has been in a major accident with multiple airbags deployed as a CPO car in the first place. I can not believe that *** would allow this and if they do, that should be FULLY disclosed to the customer. Clearly I did not know or I would not have purchased it. I learned SO much with this terrible experience but I am sick, SICK about it and feel very taken advantage of. I just wanted a safe car for my family and 2 year old and what a disaster I got myself into. I hope you can help to at the least shine light on this happening so that others can be aware. I would like to know if *** is ok with this and this is how they want their brand represented.

  Business response

  11/10/2022

  Spoke to customer personally. She emailed me prior to this BBB complaint. Reviewed both deals we had with her and made adjustments on the new purchase to bring her finance total similar to what she originally had. Only difference is she chose a more expensive car the second time around. After speaking with her she thanked me for helping restore her confidence back with the purchase. 

  Customer response

  11/10/2022

   
  Complaint: 18381887
  
  I am rejecting this response because:

  This complaint was filed after I spoke to ***** the *** Although, I was thankful to finally have someone who was attempting to 'help me' I wanted the original car (*********) transaction to be revoked and to receive the $3 K downpayment and my TradeIn, 2020 Lexus RX back. When I entered into the second deal as mentioned (Sorento - more expensive vehicle) it was because of lack of other options as ************** was insistent that the first deal was funded and my Lexus was no longer on the lot as it had been sold. Both of those pieces of information were blatant lies as I spoke to **** of America that same day and the deal had not been funded and now my Lexus is for sale on their website listed here: https://www.philsmithkia.com/auto/used-2020-lexus-rx-350-lighthouse-point-fl/71288156/ . I was most definitely NOT leaving with another preowned vehicle so yes, I was basically left with few options other than to leave with the (more expensive vehicle - a new one not preowned) and a large monthly payment that I attempted to have lowered for multiple hours in the store speaking with *****.
  
  ***** the ** did not get involved until over 48hrs after this mess started and both deals were completed. I had asked ***** and others to please get me in touch with him earlier before this mess became more complicated. By the time I spoke to ******* was exhausted and felt defeated. I should not have a $620 payment on a $39K car when I arrived with $8-10K in equity on a pristine trade in and then put an additional $3K down. As I mentioned, ***** was able to assist me in lowering the payment from $680/m to $620 for the second vehicle (Sorento) however, it is in NOWHERE equivalent to my Lexus I arrived with. Essentially the dealership has now made money off 3 deals with me and Im left with a payment of over $620. I lost thousands of dollars on this deal. Stress, anxiety of this dragging into multiple days and not being able to focus at work and taking PTO to deal with this situation. If my Lexus had been returned as I originally BEGGED for, I would have been able to trade it in at Lexus for a much nicer car the the Sorento for less of a payment - thats a fact as I already had the pricing but I really wanted a Telluride when all of this started.
  
  Lastly, I do not want this back and forth to distract from the fact that the original car I was sold, the previous history was not disclosed to the fullest extent. IF it had been - we would not be in this situation at all. It *** and this dealership is ok with selling a car with multiple airbags deployed, in a wreck so bad a man was sent to the hospital then at the least - this should be fully disclosed on purchase! This has gotten out of hand at this point because of what I see as lack of accountability and morality on the side of Phil Smith Kia. The resolution I will be happy with is to return the Sorento that has not moved from my driveway other than to pick up the floor mats from the dealership and to have my Lexus and $3K back into my possession. That is how this should have been handled in the first place. 
  

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

  Business response

  11/13/2022

  I reviewed the two deal files for the Customer. As noted on 11/6/22 the Customer purchased a 2021 ************* from the Dealership. As part of that transaction, the Customer was provided with a CarFax which clearly disclosed the vehicle history, including the fact that there had been an accident and that the airbags had deployed.  She signed the CarFax acknowledging receipt of the document,right next to the History events affecting this vehicles value which included those 2 items.
  
  The decision to purchase the Telluride was made with knowledge of the history and the Customer indicated she was purchasing the maintenance and service contracts in part due to that history. The Telluride was also a certified pre-owned vehicle (CPO).
  
  However, when the customer contacted the dealership with her concerns about the Telluride, the Operating Partner immediately worked with her and her husband to find a replacement vehicle that they were happy with. On 11/7/22 the Customer signed contracts for the purchase of a new Kia ******* which was more expensive than the used Telluride. The operating partner of the dealership worked with them on the deal such that the payments for the new vehicle were $621.32 on a 72-month term of financing, compared to the $580.72 payment for the used vehicle on a 75-month term of financing, a difference of only $40.60.
  
  In summary, while the Dealership provided full disclosure of the Tellurides history to the Customer before her purchase, it wanted the Customer to be happy and comfortable with her vehicle and worked with her to make that happen.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car 10 months ago and never received a title. One of the managers that work there is very disrespectful. Selling a car with out a title is illegal!!

  Business response

  11/01/2022

  After reviewing the transaction it appears that when the vehicle that was eventually sold to the the Customer, was taken in on trade, the owner of the vehicle did not provide the sales department with the title. There was confusion as to where the vehicle was titled and it took far longer than expected to locate the title.  As soon as the Dealership determined where the title was (********),the dealership sent the transfer documentation to the *** in the *****************. Unfortunately, the ** *** was extremely backlogged, and the application for title sat there for over a month before it was even reviewed. At that time, the ** *** determined that the application was missing a form and it returned the paperwork to the Dealership. Instead of it simply sending it back to the ** *** for processing in the "usual" manner, the Dealership engaged a private titling agency that handles difficult and/or out of state titles, to process the application. The agency advised the Dealership last week that the title application was submitted and "in the queue" and should be processed in a week to 10 days. When processed, it will be printed and mailed to the Dealership. The Dealership has offered to provide a pre-printed overnight courier label to expedite the delivery once it is printed, unfortunately the ** *** advised that was not an option.

  We apologize to the customer for this unreasonable delay.  As soon as it is received we will contact the customer and arrange for immediate delivery of the title.

*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. ↩