Complaints

This profile includes complaints for Crown Kia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crown Kia

  6500 US Highway 19 N St Petersburg, FL 33714

• 

  Crown Kia

  5500 34th St N Saint Petersburg, FL 33714-1829

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:05/19/2023

  Type:Sales and Advertising 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 attempted to purchase a Kia **** and a contract was initiated on May 8th. I paid a $2000 deposit. They did not have one in stock and were attempting to get one. The contract was due to expire on May 15th. I put $2,000 down, however, they have only returned $1,000. They were unable to get the car. I have made several phone calls, text messages, Etc and have not had any luck getting my additional $1,000 back. I want the $1000 returned to my ***** Fargo card immediately.

  Business Response

  Date: 05/25/2023

  Thank you for the opportunity to respond to Ms. ******** concern.
  In researching this transaction,it appears that the ****************** placed the initial $1,000 deposit in our online Fast Buy automated system.  She then placed a second $1,000 deposit. Unfortunately, Crown was unable to secure her desired vehicle and the request for deposit refund was submitted. The system refunded $1,000 to ****************** on May 13th but a problem with the Fast Buy system created an issue in refunding the second deposit.  This issue was corrected, and the second deposit was refunded on 5/18.
  
  We have spoken with ******************, and she has confirmed that she has received all her deposit money. 
  
  I would like to personally apologize to ****************** for the delay in the second refund.  We are working closely with our vendor to ensure this delay does not occur again.
  
  Sincerely,
  
  *****************************
  General Manager
  Crown Kia

• Initial Complaint

  Date:12/01/2022

  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 brought my 2020 *** ***** into the service center with ****** miles on it because it kept not starting without a jump start the day before. I also asked them to check because it appeared to be burning oil when I checked the oil level as there was burnt oil on the inside of the cap. I was told by the service center that there was a lot of sludge in my engine and that my engine would need to be replaced. I asked how that was possible as it was a 2020 and only had ****** miles on it. I then started doing research and found that there has been many recalls on *** engines for burning oil and oil consumption which will cause sludge in the engines. I was asked by *** to provide receipts for oil changes and I provided them receipts for an oil change at ****** miles in an oil change at ****** miles. *********** where I get my oil changes done changed ownership in March 2022 and advised me that the records from the previous owner which were all handwritten were destroyed and will write a letter a testing to that. Therefore I was unable to obtain my records prior to March 2022 but did perform all routine oil changes. The fact that there is a recall on engines for my model year car and a current class action suit against *** due to all of the bad manufactured engines I do not feel I should be responsible regardless of what records I can or cannot provide to pay for the engine replacement. I do not see how it is possible for them to without a doubt say that my engine was not bad from the manufacturer.

  Business Response

  Date: 12/14/2022

  Thank you for the opportunity to respond to ************** concern.
  ************ presented her 2020 KIA ***** with ****** miles on the odometer on or around November 8, 2022 with a concern of a dead battery.  The vehicle battery was tested and replaced under the battery warranty. ************** second concern was that she was told the oil cap had burnt oil on it and was concerned the vehicle was burning oil.  The Crown KIA ****************** (Crown)found the burnt oil on the cap and in the engine.  A repair case was opened with the KIA **** line which instructed Crown to remove the valve cover to inspect for sludge buildup.  Crown removed the valve cover and found a large amount of sludge in the cover and engine.  Crown was requested to also run a CarFax on the vehicle.  Crown forwarded pictures,video and the CarFax to the KIA **** line for further instructions.  The KIA **** line recommended the replacement of the engine but indicated the replacement would not be covered under KIA ******* warranty as it appeared the vehicle was not maintained according to the KIA *********** schedule.  Using the CarFax report, KIA **** line could not identify any oil changed prior to ****** miles.  ************, who purchase her vehicle new, could not produce any additional *********** records to support proper *********** of the vehicle to the KIA **** line.
  Crown was informed that ************ contacted ****************** (KMA) in which Crown was requested and forwarded the information provided to the KIA **** line.  Crown was later informed that KMA also declined the engine replacement based on all of the documents submitted.
  KMA stands ready to accept any additional documentation that could prove proper vehicle *********** and review their decision.  Unfortunately, Crown does not make the KIA ************ warranty decisions but remains to offer repair services to ************ on a customer pay basis.
  Thank you once again for the opportunity to respond to ************* concern.
  
  Sincerely,
  *************************
  General Manager
  Crown Kia

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18484158
  
  I am rejecting this response because: As I communicated with the technicians at the Kia ********** through no fault of my own I am unable to obtain those records prior to March 2022 because the business changed ownership and all previous records were destroyed. I did an oil change at ****** miles and one at ****** miles. ** I was not a person that did not keep up on oil changes why would I get another oil change **** miles after the ****** mile one. I believe this does show a pattern of getting oil changes every 6 to **** miles. *** suggested oil change for new cars now is every 7 to ****** miles so even if which is not true I had not gotten an oil change before ****** miles that means I wouldve only missed two oil changes and on a brand new car with only 34 miles on it at the time of purchase and only ****** miles on it now should not have built up that amount of sludge unless there was a manufacturer defect in the engine.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/16/2022

  Crown KIA (Crown) remains ready to help ************ with her concern but as an independently owned KIA ****** franchise we have to operate within the rules and decisions dictated by ****************** (***).  *** adjudicates and pays for all warranty repairs.  Crown possesses an intermediary role in these situations where we provide the requested information to *** and they render a decision as to whether the repair will be covered under the vehicles *** factory warranty.  In ************* case *** has not received the required proof of maintenance records for the vehicle back to the mileage at purchase. Crown has presented ************** argument that the maintenance facility has since closed/was sold and any prior records have been destroyed.  *** responded that it is the vehicle owners responsibility to obtain and archive copies of the vehicles maintenance records for inspection in cases where factory warranty reimbursement is requested.  *** denied factory warranty coverage for the engine replacement due to lack of physical maintenance documents proving the vehicle was maintained within the *** factory warranty requirement.
  Crown suggests ************ contact *** customer support center to explain her situation directly.  Once she is able to obtain ***s approval for the engine replacement payment under *** factory warranty Crown would be in a position to begin the repair process immediately. 

  
  I think it is extremely important to reiterate that Crown is an independently owned KIA ****** franchise and does not make factory warranty decisions nor do we pay factory warranty repairs.  Approval and payment are functions of the vehicle manufacturer, ***.  ************** BBB complaint with Crown is an issue that is beyond Crowns authority and control.  We would respectfully ask *********** to consider this distinct separation in her reply.  I believe that Crown has done everything within its power to communicate all of the information to *** for claim adjudication.  Crown has replaced ************* battery and remains available to correct her engine repair based on ************* and ***s payment decision.
  

  Thank you for the opportunity to respond to ************** concern.
  
  Kindest regards,
  
  *************************
  General Manager
  Crown Kia

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18484158
  
  I am rejecting this response because: I have asked many times for the direct number to the warranty department in order to get approval and I have not been provided a phone number. I have been provided only a phone number for Kia ******** care and they do not have the power to approve or deny warranty claims. I therefore need the correct number of who I need to contact that does have the authority to approve or deny. Lets be very clear that I need a direct number to whom ever has the authority to approve or deny. This vehicle was purchased at this dealership brand new  and even if I did mess to oil changes which is not the case it should not have caused such sludge in my engine. My next step will to be to file with the lemon law
  
  Sincerely,
  
  ***********************