ComplaintsforCity Kia

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My check engine light came on two months ago, 2020 *** **** with about ****** miles. *** car is at City Kia. I purchased the car after Hurricane ***, 9/28/2022 flooded my home my ****** was declared totaled. Sports ****** South sold me the *** with a 10 yr/100,000 mi warranty (usually ****** for 2nd owner) and and additional warranty for ****** mi from Fidelity Warranty. *** car had approximately ****** mi at the time I purchased it. At City Kia I have spoken to ****, ******, *****, *****, *******. Many more details of these conversations and untruths, but bottom line is they state *** ******* is declining to fix my engine, under warranty. ***ir reasoning: the previous owner did not keep up the oil changes and this invalidates the warranty. I was given a warranty when I purchased the vehicle. If the selling dealer needs to be dealt with, that should be between *** ******* and them. ***y have had my car 2 months, are trying to charge me for inspection of the vehicle. I called before taking the car in. I was told it would be about $100 to put the car on a computer to diagnose the check engine light. That was not necessary as they found gunk in the engine and asked for about $450 to remove the valve cover gasket. I refused to pay for diagnosis work (text message). ***y now refuse to let me have the car until I give them money, and they also refuse to repair the vehicle. *** vehicle needs to be replaced because even if they fix it I will have NO WARRANTY and could not sell the vehicle. I am paying my car payment and insurance and this is over $800 per month for a loaner. I am 75 years old, retired, only have SS and a small pension from the school board. My home still needs a roof, a/c replacement, and other repairs from the hurricane. My house was gutted to prevent black mold and my savings was used for repairs. I need assistance in getting transportation and this issue resolved. Please help.

  Business response

  07/05/2024

  ********************** a vehicle from a none *** ****** they are trying to rectify their vehicle issues with her. She thought that the vehicle warranty would be in place if the vehicle was not properly maintained before her purchase. lucky she purchased an extended warranties which also proves her point that they should ( the Dealer she purchased from) help her with the issue that the manufacture will not warranty due to neglect not caused by her. *** and City KIA want to help but the ******ship she purchased from is working with her now to make it right as it should be. We have not charged her anything for our part in diagnosing her vehicle and  I hope the outcome of their (the Dealer she purchased from) efforts will help ****** with her vehicle.

   

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Im still trying to solve my problem with them for more than 2 months, with no answer from City Kia.I referred a friend for a referred program, that included a prize of $200 if the friend buy a car.He bought his car on March. And since then, Id trying to receive my check, the salesperson told me that I probably received my check in 2 weeks.And thats never happened.

  Business response

  06/18/2024

  I apologize for the confusion the referral purchased the vehicle in April. Referral Checks get distributed after the client purchasing the vehicle gets funded after that all items pending such as referral, Tags, and other items are then paid out. I would like to thank you ******* for his Referral I have cut his check and I am mailing it to him. 

  Customer response

  06/18/2024

   
  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

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Bought a 22 *** ********* put $20,000 down cash and my pay off amount is 43k. The **** on the vehicle was 42k and the markup was 11k making the vehicle a 53k vehicle be sure to look at the sticker on the window and check out the charge for $220 for floor mats and thousands of dollars added on for headlights. On top of this a 3 hour oil change in the service Department must be a record for these guys.I have filed a complaint with the BBB and will be looking at taking them to court if something isn't resolved.Filed a complaint with the BBB and the dealership didn't reply to it buy wanted to call and talk about it over the phone so it's not on record. I will now be going to a consumer attorney.6/15/23 Next problem a year later *** messed up my registration so now I have to go downtown and get it fixed I called them to see if they could fix it and they said there was nothing they could do to fix their mistake.7/14/23 I got here at the dealership at 1126am as of 400pm and completing Balancing the tires they can't find my car after working on it they have sent a ****** to go look for it and she's walking around the parking lot with the keys trying to find it 10/25/23 I show up for a oil change and no one wants to help me as ***** the advisor shakes his head And tells one guy to tell me he will be here to the end of the day for his oil change. Ever since the Camshaft position sensor has gone bad and *** refuses to fix the part under warranty

  Business response

  05/25/2024

  He signed for a vehicle and put ****** miles on it.  The dates that are mentioned in this complaint show that he was serving his vehicle at another KIA *********** *** Box Store, and other smaller location that do Oil Changes. All  of the service complaints are not with this store.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first time I took my car in for the electrical issue its having I was told the battery did not need to be replaced that it was faulty wiring issue and that it had been repaired. I receive a link for the cost of the repair for $90. I was relieved to find out my battery was ok. Then I received a text stating that I would still have to pay the diagnostic fee. The next day my battery was dead again. I was very upset to find out that my car was not worked on like I was told instead my car just sat there for 2 days and all they did was jump my battery. I received a link for $1200 bill which only stated that cost was to replace the 12volt start up battery. I was shocked and call to complaint. They stated that the bill was incorrect and that the cost of my repairs would only be $440. I had my vehicle for 2 days and once again my battery is dying. This tells me there was never anything wrong with my start up battery. My car is having some kind of electrical issue that is depleting my start up battery. $440 later my car is still having the exact same issue I dropped my vehicle of to have repair twice. I am sure my car was never sent to the satellite location as I was told. The car did not get properly diagnosed. It seems like all they did was replace my battery because I stated that I believed the battery needed to be replaced. Clearly, my car was never inspected or they would have realized my battery did not need to be replaced and the electrical problem causing my battery to deplete would have been detected. I am appalled by the complete lack of professionalism I have received from the City Kia service department. Its been 3 weeks and I cant get anyone to call me or respond to emails. On 05/13/24 I spend an hour at city Kia waiting to speak to the *** He never showed up. I was told I would get a call the next day. Im still waiting. My car battery dies everyday.

  Business response

  05/23/2024

  *** brought her vehicle in for diagnosis, and we performed several DTC scans but found no codes present or stored. We let the vehicle sit for hours as she had described, and also left it overnight, checking the 12v battery each time before attempting to start the vehicle. During her initial visit, we could not replicate the issue *** was experiencing.
  
  However, the next day after she left the our facility, she called to report the problem. We asked her to bring it in and provided a courtesy loaner so she could go to work and pick up her kids from school. During the second visit, the vehicle exhibited the issue, and we determined that it needed the Intelligent Battery Module. We quoted the customer for the *** but also credited her the diagnostic charge and provided a total of $200 credit along with a loaner at no charge. The Amount paid was not $440 it was $279.60. We recommend if the vehicle is having the same issue as stated, to please bring the vehicle back for us to verify and help with the repair as of right now this has been declined. If this changes and you would like us to help please call ********************* to arrange a time to look over the vehicle.   

  Customer response

  06/05/2024

   
  Complaint: 21718481
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 5/28/2024 5:42:44 PM
  My brother and I attempted contacting ********************* on multiple occasions. He refused to speak to my brother stated he needed to speak to me directly. I called and texted him on multiple occasions but he refused to speak to me stated he would just respond to BBA complaint. No resolution was ever offered to me. I have attached a copy of my receipt as evidence I did pay $440 as previously stated. An initial payment of $170 was made for when I was told there was nothing wrong with my battery only for my car to die next day. Then additional $280 payment was made when they supposedly fix my car for the second time. My car battery is still dying every day. 

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

  Business response

  06/12/2024

  As stated in my response and the resolution you requested we are happy to look at the vehicle to help with your concern. Please make an appointment and we will review the work done and the concern now.

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for a problem with my Hybrid System. I was Charged over $200 for a diagnostic and nothing was mentioned about the hybrid system. When questioned the service advisor could not provide an explanation. I took my car and decided to call a manager. The manager finally was able to explain that there is a recall for a fuse to my hybrid batter, he said part was ordered and it should be in within 3 days. This was March 12 and my car is still not fixed. Ive called and have been promised phone calls back and no one has called me. When I call there to check back I receive the run around as though they do not want to fix my car or allowing time to pass so that I have to pay again. I have spoken to several people I know that have a *** and *********** is the place closest to them for repairs and maintenance and they refuse to go because of how they are treated..the repair department does not care and I feel scammed out if $200 and I still cant drive my car

  Business response

  04/23/2024

  Customer vehicle is back in the shop since 4/10 we have ordered a charcoal canister and the customer will only pay for partial labor and the part to credit her back the $205 for the diagnostic she paid originally. Waiting on part since 4/19 if their are any question please call me at ************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/12/24, we brought our 2017 ************** in to get the warranty information corrected as it was showing wrong in the system when we (me and my boyfriend *****) attempted to get service at *****************. ********* at City Kia pulled up the information and said that we are fine on the warranty (10 yr/100k) and took us to meet ***** in the service department. Both said we were good on my 100k warranty as we were the original owner. They told me there would be a $200+ diagnostic charge which would be waived if we had any of the work done. We left the car, then get a quote for ignition coils and other work. Called and spoke to ******* who said that if we had the recommended coolant flush done, it would waive the diagnostic fee and I said it was okay to do. Got a text from **** reiterating this and we texted back saying the coolant flush was fine as long as it waived the diagnostic fee. Got a call from **** later who said the ignition coils would be under warranty and he would call back on Monday. When he called back, he again said my warranty was expired because I bought out my lease and that makes ***************** owner". Per *** themselves (at ********************************************************************************************************** and through a phone call to them), the original owner (my boyfriend *****) buying out the lease does NOT change my 10yr/100k warranty. **** keeps calling, ignoring the fact we sent this info to him, trying to negotiate a payment plan for us to pay for this work that should be under warranty, as well as still paying the diagnostic fee if I only do the coolant flush. It has been impossible to any straight answers from them, and nothing but lies when it comes to the warranty. At this point, they have done the coolant flush and expect us to pay for this AND the diagnostic charge, which should be waived, per discussion and through our texts. I expect that *** honors their warranty as published and repairs made.

  Business response

  03/25/2024

  Sorry for any misunderstanding or confusion you are going through at the moment I would like to help but I don't see the your contact information attach to a Lease Buyout (Did you buyout your lease at another location I see you mention another dealer Green *** West) and/or Service record please call me and I will assist immediately ************ also you can email me at **********************************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My wife and I bought two 2024 **************** from city Kia on 1-01-2024. The buying process was great and thought everything was done. I called to see if the loan had been paid off by *** from a truck that we traded in about a week after our deal. It had not and we had a payment coming up on the loan, Kias sale *********************** had told us check was already being processed and should be cleared anytime. When our payment was due the loan had still not been paid off so we made our payment of almost 700 dollars. I started calling every couple days and was being told by *** check was sent and should be paid off soon. About 1-15-2025 I called and asked why the loan was still not paid off and was told they do a 20 day payoff which meant the loan would not be paid off for up to 20 days from sale date. This was the first time I have heard of this. So I waited tell day ************************************************************** accounting and she said they needed a lien release on a car we had traded in on the other car we had bought from them which was provide to them at the time of sale but it should have glad nothing to do with my truck payoff being both cars where two separate transactions. I got her the lien release then she said she called and got the payoff for the truck loan which was less because we had made a payment cause they did not have the loan paid off and they sent a check to payoff the loan. I called *** and talked to the same lady who told me it was paid off which it was but when I told her our deal was made with the payoff amount before I had to make a extra payment on the loan. After going back and forth she said I would need to talk to the finance manager ***. It took me days to finally get *** on the phone just to be told he would have to look into it. Finally got a call back from *** 2 weeks later then he has been ignoring me sense.

  Business response

  03/06/2024

  I spoke to ***** about the the Buyer Order and the included amount of money in the deal to pay off the trade vehicle we gave the 36k from the Buyers Order an additional $189 dollar for the delay. We both went over the documents and now have clarity on what was to be paid to the ************ no additional funds are owed. 

  Customer response

  03/06/2024

   
  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

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Kia ****** as a certified pre-owned vehicle in 2020 ,I also purchased and extended warranty package. I have been back several times for things that needed fixed in the car which eventually were pushed through warranty and taken care of. In May 2023 I brought the car in due to some electrical issues with my a/c system. They replaced the blower motor and said it was fixed. It is now November 21st 2023, my car has been at the dealership for over 5 days because I began experiencing the same exact electrical issues. Now they are claiming that the wiring harness to the car has melted, but stating that it will not be covered. Even though it is clearly stated as a covered part under the extended warranty. I have had bad experience after bad experience with this company. They are trying to charge me over $3,000.00 for something that I purchased warranty to cover in the first place. Also to be noted , it is public information that these cars have had problems with the wiring harness since their early 2013 models. I was even told this by their own service director. So Im not understanding why it would need to be pushed through an extra warranty when *** should stand behind their car, and also be held accountable as their own dealership to correct the issue. I have not been shown one ounce of compassion or accountability by this company since becoming a customer 3 years ago.

  Business response

  12/19/2023

  Customers blower motor was replaced when vehicle was under warranty, she now has a harness that connects to the blower motor but electricity runs from wire to blower motor not the other way around, this is not related to the blower motor repair, the customer did have an extended warranty and the vehicle has been repaired and back with the customer, the dealership waived the $100 deductible and she had no cost associated with repair, we also offered the customer a loaner vehicle multiple times but she declined it and said that she did not need alternate transportation.

  Customer response

  12/19/2023

   
  Complaint: 20903623
  
  I am rejecting this response because: I was told many times over and over again that hands were tied when it came to a loaner vehicle. This is not the first inconvenience with City Kia and for someone who purchased all extra warranties and upgrades when I first purchased my car. I feel so disrespected and with City Kias response. 
  
  Sincerely,
  
  ***************************

  Business response

  12/19/2023

  We have repaired the Vehicle. And during the repair process we offered a  loaner after the warranty is approved by either *** or your extended warranty company. if you need any further assistance please call ******* ************.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Greetings. I made an appointment for 9/18 at City Kia to have the door handle replaced on my car (the keyless entry button has fallen off). When making the appointment, the phone agent shared that the service center would have to evaluate the issue to deem if the repair would be covered under warranty. I arrived for my appointment and the agent looked at the issue and told me that it would indeed be covered under warranty and that the repair would take two hours. I waited the two hours, asked about my car and was told the car wasn’t yet ready. I waited an additional hour and went back to inquire about the car’s status. The agent went and checked, then came back to tell me that they didn’t have the part in stock, and that the repair would not be covered under warranty. I spoke to the Service Manager, Manny, who apologized for the part not being in stock and that I’d waited for over three hours. He then stated that the repair should be covered under the warranty but he was going to go check. He came back to say that a ‘new policy’ excludes anything in the outside of the vehicle due to the possibility of environmental influence. I called the corporate office who investigated, but stated they would not honor yhe service center’s commitment to cover the cost of the repair under the warranty.

  Business response

  11/29/2023

  Mr *******

  Is correct we believed that the moldings would be covered. All items need to be reviewed by kia and they tell us what is covered and what is not. It is Kia who reviews the vehicle issue and determines what is a an outside influence aka “An act of God”, a defect or a covered item. We attempted to have this covered and even after submitting a pre work order it was declined, we explained to the Mr. Pierce that we would cover the labor which was the bigger portion of the repair and he would cover the part which he declined.

  Please contact the Oscar or Preston and we will honor and save him on the portion Promised 

  Customer response

  12/04/2023

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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife bought a car at that dealer in march 2023 and if she referred someone they would give her $100 per referral so i bought a car next day, in July i contacted Mr. Raul g***** store manager by email and according him mr. p***** or mr. p****** was going to communicate with me, which he has never done. As of today the problem has not been solved and there is always an excuse to make the payment of said referral.

  Business response

  10/04/2023

  City KIA and Edwin have reached an amicable resolution to the matter.

*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. ↩