ComplaintsforNalley Kia

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 *** **** was a part of an engine consumption test to see if the engine needed to be replaced. My car needed the engine replaced and *** replaced it in February 2023 at no charge to me. Almost immediately after getting the engine replaced, I took it back because the car was not running right. They looked at the car and drove the car and told me there was nothing wrong with it. Overtime, I felt that the problem was getting progressively worse and kept taking my car back to *** only to be told it was nothing wrong with it. About two weeks ago I took it again because its the worst that its ever been And was told the motor mounts needed to be replaced. I was never told that and have been driving the car over a year and now they want to charge me $1800 to replace the motor mounts. In my opinion when they replaced the engine on a 2016 car , they shouldve changed the motor mounts. Not to mention all the times Im taking this car in and theyve told me its nothing wrong with it. They have driven it as well as put it up on the lift and still told me nothing was wrong with the car. I dont have $1800 to pay *** for something. I think that they shouldve replaced when they put the engine in. Or at the very least told me that was an issue. I feel that this is an effort to get money one way or the other. They didnt charge me for the engine but now they want to charge me for devices to keep the engine in place. Im retired and on Social Security. I do not have the money to repair this car. I have never taken care of a car like I have taken care of this car. Ive done all the schedule maintenance at the dealer and Im no better for it. Now I have a car that Im scared to drive but dont have the money to fix. I was told the motor mounts werent covered when they put the engine in. I feel that kids are not cars that you can pass down to family members like Hondas. I bought a disposable car.

  

  Business response

  08/05/2024

  ****** Motion this is ************************* Im sorry to hear you are having issues with your vehicle please reach out to me at ************ to try and resolve the issue Thanks and have a great day.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 5, 2024, I purchased a vehicle (2020 Kia ***** at Nalley Kia located at **************************************. I paid a down payment of ******* and also paid 2 car payment of ******. Approximately 3 week after purchasing the vehicle, the vehicle became problematic-it was constantly cutting off and I would have to call roadside assistant for them to jump my battery. After the 4th jump, I took the car to the dealership for them to check the battery. I was told by someone in emissions that the wrong battery was put in the car and they was supposed to have corrected the problem.May 5, 2024, my vehicle broke down in a dangerous in which I could have been killed if it had not been for 3 Good Samaritans who took control of the situation by controlling the traffic and moving my vehicle to a safe location. I called roadside assistant for them to pick up my car The car was picked up and taking to the dealership for repairs. On Monday March 6, I called 1 of the sale representative and explained my situation. I was told to come in and I would be put into a new vehicle. I reported to the dealership Tuesday May 7, and 1 of the sales persons had me to sign some papers work. After signing the paper work, the salesperson stepped out of the office and came back and told me that I didn't qualify for a new vehicle. I was also told by the ******************* that I would have to pay for the repairs for my car which is going to cost ******* (I was told that I could pay ***** approximately) for a fuel pump. I explained to the salesperson that I only had this car for 2 months and it shouldn't be giving me these many problems. I was then told to come in on Thursday and speak with the head boss. I called in instead due to lack of transportation and was told that there was nothing they can do for **** am a retired Army veteran that need help. I've called corporate, the head bossed of Kia *********************** and the financing company and no one seem to want to help me.

  

  Business response

  06/18/2024

  Dear *********************,

  We are sorry that you are having trouble with your car. As I understand, you purchased a 2020 Kia **** with ******************************************************************************************************** the finance office? This *** might help with the expense of repairing your car. It looks like your car came back on May 6th with ***** miles on it, is that correct? Unfortunately, when dealing with cars that have higher miles and are out of manufacturers warranty it is difficult to know when something will go wrong. No one can know when a component will fail, that is why we offer this additional coverage.   

  I will look into the repairs that will be required to get your car running and I will speak to the service manager to see what gesture of goodwill we can offer as a discount towards your repairs, but please understand that maintenance of a vehicle is the responsibility of the vehicle owner. I will follow up with you by Friday.

   

  Sincerely 

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

   

   

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June of 2022 I bought a brand new car off the Lot of Nalley Kia with a down payment. Of November 2023 I had to take my car back to Nalley Kia because of loss of power steering. I was told that my car would not be repaired for about a month or two months going in however they could not provide me with a loaner car at that time although I have a premium insurance that states that I should be giving a car to drive if necessary. At the moment I proceeded to take my car and just try and drive it which was definitely not drivable or safe, but I did take my car back with me at that moment. Or end up taking my car back and ever since my car has been with *** since December 2023 up until May 7 of 2024, so almost 4 1/2 almost 5 months. Ive paid for rental car expenses for a month and finally received a loan car after a month. They have been working on leading to another, not knowing what the issue was. I have been patient and waiting. Ive gone to talk to the ** twice about trading the car out buying the car back and no one help me not even *** corporate. The ** told me that I would have to pay $8000 down payment in order to get in another car which was least expensive than the car that is being dealt with and at this point I did not want the car because I felt that the car is unsafe after the second month of trying to figure out what was going on. Long story short in between me being patient I finally got a call on May 7, 2004 saying that my car was ready. I proceeded to pick up my car that evening almost at closing time I walked around the car with one of the service managers and took a picture of a couple of dings on my car, and I noticed several other things After driving away. On May 9, 2024 I got a call stating if Im going to make a really bad review then just dont do it at all. I was told that I could possibly possibly be giving a $100 gift card for my convenience by the ** and this to me was very insulting and unethical. The way that I was treated Was not right.

  

  Business response

  05/13/2024

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

  We are sorry for the amount of time that it took Nalley Kia to diagnose your cars repairs. We were unaware that the car had been in a accident and that it had been repaired at a body shop. Some of that repair work was sub par and cause the water intrusion that effected the electrical systems which complicated the diagnosis. Once we became aware of the extensive damage, we realized that there was additional damage that had not been repaired in the steering gearbox. This repair will remedy the drivability concerns of the car. 

  We are happy to let you know that the punch list that you went over with our service manager will be complete on the 28th of this month, which includes the molding and the scratches. We expect that your car will be good working order and that the remaining punch list will complete and we hope that you have no further problems.

   

  Sincerely 

  Nalley Kia

   

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates are listed on uploaded receipts.Dear *** Customer Service,I hope this message finds you well. I am writing to express my deep dissatisfaction with the service I have received at your dealership regarding my vehicle, and to bring to your attention a persisting issue that has caused both inconvenience and financial strain.I have brought my vehicle to your service department on multiple occasions to address the recurring engine light issue. Unfortunately, each time I've taken my vehicle in for service, the problem has not been adequately addressed, as indicated by the service receipts. This lack of resolution has been a source of frustration and disappointment.Upon consultation with Diamond, I was informed that the parts repaired during my previous visits were the likely culprits triggering the engine warning light. It is disheartening to discover that the documented repairs did not effectively resolve the issue/neither was it related to the engine light, leading to an unnecessary expenditure of time and money on my part. Furthermore, I would like to inquire about the standard pricing for labor and parts at your facility. Knowing the standard rates will enable me to make informed decisions about future services and repairs, ensuring that I have a clear understanding of the expected costs.Regrettably, I find myself in the same predicament yet again, as the engine light has reappeared just a month after the most recent service. This recurring problem not only undermines my confidence in the service department's capabilities but also places an additional burden on my schedule and finances.I understand that occasional issues *** arise, but the consistent inability to rectify the problem despite multiple visits raises concerns about the effectiveness of the service provided. As a loyal Kia ********* I expected a higher level of expertise and commitment to customer satisfaction.I kindly request that you investigate this matter thoroughly and take the necessary steps to ensure that the root cause of the engine light issue is identified and permanently resolved. Additionally, I would appreciate any assistance you can provide in mitigating the inconvenience and financial strain caused by these ongoing service errors.I Spoke with the manager (*****); whom was very argumentative and refused to accept accountability due to his employees negligence.While I appreciate the efforts of your service department in attempting to address the recurring engine light issue, I am uncertain about the accuracy and transparency of the charges associated with the service. As a valued ********* I believe it is my right to understand the breakdown of costs, including labor and parts, to ensure fair and transparent pricing.Could you please provide me with a detailed invoice or breakdown of the charges for the recent service on my vehicle? Specifically, I am interested in understanding the costs associated with labor and the individual parts replaced or repaired. Having this information will help me assess the reasonableness of the charges and address any discrepancies that *** exist.Furthermore, I would like to inquire about the standard pricing for labor and parts at your facility. Knowing the standard rates will enable me to make informed decisions about future services and repairs, ensuring that I have a clear understanding of the expected costs.I believe that transparency in pricing is crucial for maintaining trust and satisfaction among customers, and I hope you can provide the necessary information to address my concerns.Thank you for your prompt attention to this matter. I look forward to receiving the requested details and gaining a better understanding of the charges associated with the recent service on my vehicle.

  

  Business response

  01/13/2024

  Dear ******,

  I am happy to research your complaint about your 2018 ***********. I will look at the work that was preformed and the suggested work that was not preformed and see if we can find some resolution for you. Just so I am correct, your most recent concern since the axle replacement on 12/9/2023 is the car is shaking tremendously, and you were last here 12/11/2023? Have you done any other maintenance to the car since it left our dealership? Please let me know and in the meantime I will be researching your complaint.

   

  Sincerely 

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

   

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped my car off at 9am on nov 9,2023 my appointment was set for 2:30pm, I called Monday nov 13 2023 for an update, I was told they are behind so I left a msg, called Tuesday spoke with diamond she ask me to give her til Wednesday she will have an update for me, called her Thursday and she put me on hold for over 30 minutes never coming back to the phone so I called back and was given a voicemail now every time I call I get a voicemail and I still dont know what is going on with my vehicle

  

  Business response

  11/18/2023

  Good Morning *******,

  Your vehicle was towed in for what appears to be a repair to the window, the steering shroud and key cylinder. We have assigned a technician to your car to further diagnose your car. As ******* had expressed to you when your car was towed in, we are 2 to 3 weeks out on this diagnostic work, but I have moved you forward in the schedule to hopefully get your car done sooner. We will follow up this Wednesday 11/22/2023.

   

  Sincerely 

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

   

   

   

  Customer response

  11/18/2023

   
  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.
  However ******* only said she would update me but never did and did not say company was 2-3 weeks out, had I known I would have choose to go somewhere else,who wants to be without a vehicle for over a month.
  Sincerely,
  
  *************************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my father's 2019 *********** still under warranty to Nalley Kia to repair a car seat. They approved the warranty but did not complete the repair claiming the part had to be ordered. 2 weeks later and counting, there was a refusal to communicate as to the part status, and by default refusing warranty service. My father had to have the same repair done at an independent mechanic. I am seeking to be reimbursed for the cost of the repair. A faulty car seat is not safe and must be repaired.

  

  Business response

  10/26/2023

  Dear *****,

   

  Would you please provide me with some more information and the car so I can research this complaint. Please provide the vin# of the 2019 Sorento? I do not have enough information to look up the guest.

   

  Thanks 

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

  Customer response

  10/27/2023

   
  Complaint: 20782576
  
  I am rejecting this response because:

  Hello Nalley Kia

  I have decided to pursue this further with either BBB Auto Line or small claims court. I believe Nalley Kia's failure to communicate/respond in fixing the car seat in a timely manner amounts to a refusal in executing ***'s car warranty.  I assume *** will be contact with you in regards to the car's VIN ID.

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

  

  Business response

  11/06/2023

  I represent Nalley Kia.  I am in receipt of a complaint submitted to the BBB by ******************  ********************:

  "I took my father's 2019 *********** still under warranty to Nalley Kia to repair a car seat. They approved the warranty but did not complete the repair claiming the part had to be ordered. 2 weeks later and counting, there was a refusal to communicate as to the part status, and by default refusing warranty service. My father had to have the same repair done at an independent mechanic. I am seeking to be reimbursed for the cost of the repair. A faulty car seat is not safe and must be repaired."

  As an initial matter, Nalley notes that it does not have a "*****************" listed in its service records.  Accordingly, Nalley requested on October 27 that ********** provide the *** for the vehicle so that Nalley could properly identify the vehicle without the necessity of having to review information for every person with the surname "***" in its records.  ********** refused to cooperate with this simple request.

  Regarding the substance of ************** complaint, Nalley believes it has identified the correct vehicle.  Assuming that Nalley's assumption is correct, ************** demand is meritless.  According to Nalley's records, the vehicle was delivered to Nalley on October 4, 2023.  Nalley informed the customer that it did not have the part in stock and that it would need to be ordered.  Nalley ordered the part but by the time the part had arrived, ********** had already picked up the vehicle -- in ****************** picked up the vehicle on October 9, five days after he delivered it.  ************** claim that his father waited two weeks is false.

  In short, ********** voluntarily opted to have the vehicle repaired at an independent dealer even though he could have left the vehicle at Nalley.  Alternatively, he could have visited another authorized Kia ******* where the repair would have been performed for free.  Nalley is not responsible for ************** decision to repair the vehicle elsewhere.

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

  Associate General Counsel/ABG

  On behalf of Nalley Kia

   

   

   

   

  Customer response

  11/06/2023

   
  Complaint: 20782576
  
  I am rejecting this response because:

  The facts of the response is untrue. Since I (*****************) brought the vehicle in on Oct 4th for the first time, a service record with my name, email and phone number was recorded by Nalley Kia. Communication on the same day was sent to my phone and email. The claim that my name is not on their record is an error on their part.

  The claim that I picked up the vehicle on Oct 9th is also untrue. The car was picked up on Oct 4th(afternoon) and I was told the part needed to be ordered and thus the car seat was not repaired. Subsequent requests to find out when the part would arrive was unanswered from 10/4 to present. Nalley has never responded to this request and therefore the car was not repaired.

  Due to the safety issue, the car had to be fixed at an independent mechanic. Nalley's failure to communicate failed to execute ***'s warranty. 

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

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Certified Pre ************************ on the evening of 10/3/2023. I was told the car was in good working condition and upon leaving the dealership was under the impression that it was. I noticed while I was driving the vehicle home that the fuel tank mileage did not go down at all, even though the car was driven 20 miles home. There was also a sound coming from the driver side of the door when it was driven over 55 mph. I also noticed the steering wheel was making a noise. Upon arriving home I parked the vehicle in the garage and planned to call about the issue in the morning (they were closed for the evening when I arrived home). When I went to the vehicle in the morning there was a strong gas smell coming from the vehicle that was magnified by being stored in the garage. I called right away and told them the problems with the vehicle, and the salesman said to bring it in, and that they would take care of it, especially since I had just purchased the car. I brought the vehicle in on 10/7/2023 (the first day I could get to the dealership as it is an hour away from where we live) at 8:15am. I was not given any information as to the status of my vehicle and what was wrong/in need of repair until Monday, 10/9/2023 at 6:15pm. I was told that they will not pay to repair the fuel issue because they believe it was caused by impact to the vehicle and believe that I caused the damage. Even though the issue was present when I left the lot. I am being charged $1,700.00 to repair an issue with the car that they missed before I drove it off the lot. They have also found an issue with the steering wheel, that I also noted was not caught by the technician when giving me the vehicle when I purchased it. They are refusing to repair the vehicle without me paying for repairs that I did not cause. I would like the vehicle repaired at no cost, which is what should be done when I unknowingly purchased a faulty vehicle.

  

  Business response

  10/12/2023

  Good Morning,

  We currently have the fuel tank on order and we are good willing the repair. The steering repair is under warranty and the parts are on order with no cost implications. The customer is in a loaner while the repairs are being made. We will expedite the repairs once all parts are received. 

   

  Sincerely

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

   

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had taken in my car for service on 9/29 and to get the driver's side rear taillight bulb changed. After paying and before I left I asked to check and make sure the light was working. Upon inspection I noticed the light was broken. The service representative (*******) supposedly had taken a picture and said "she was sending this to the service manager and I should hear back from him on tomorrow." Well not only have I not heard from him but I called twice on Saturday and was told he or Diamond would call me back and there was no notes on my file about the light. I called on Monday and was told the same thing. Plus I found out the calls were being routed through a call center because they were "too busy." Needless to say I am not happy with the results thus far. If need be I will continue to pursue further action against the company.

  

  Business response

  10/05/2023

  Hey *******************

  Please let me look into your complaint about your tail lamp. I am sure we can come to some kind of resolution.

   

  Sincerely 

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

  General Manager

  ************ cell

   

  Customer response

  10/05/2023

   
  Complaint: 20693654
  
  I am rejecting this response because:  I was promised the same thing on 9/29/23 after discovering the broken taillight and no one has reached out to me as of yet.  I made Diamond aware of the problem before leaving the business on that date and the service manager still hasn't reached out to me yet.  It seems the idea of looking into the matter doesn't come to any type of realization.  
  
  Sincerely,
  
  *******************************

  Customer response

  10/17/2023

   
  Complaint: 20693654
  
  I am rejecting this response because: I have tried reaching out to the service manager on more than one occasion and no one has returned my call.  As a matter fact my phone number is on file at Nalley Kia if you really wanted to resolve this matter to give me a call.  
  
  Sincerely,
  
  *******************************

  

  Business response

  10/18/2023

  Dear ********

   

  I have reviewed your case and I do concede that we may have damaged your drivers side rear tail lamp. I would be happy to repair it or issue you a check for the amount of the replacement value. Which ever you prefer. The replacement value is $150.00. See attachment.

  Please feel free to contact me directly with your decision. ************

  Sincerely

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

  General Manager Nalley Kia

   

   

  Customer response

  10/19/2023

   
  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

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an 2018 *** ***** bought it with only ****** miles shortly about 6 months there was a recall on the engine, which was in the shop for about 2 weeks *** did provide a rental. Fast forward in 2023 in March we received an oil change and other little minor work, I always bring my car to *** ********************** we spent about ****** dollars So now in May our car was shaking badly and was not drivable, we went to *** and they diagnosed the car and said it was the motor Mont and fuel injection and cracked head casket. Ok so I told them to fix everything and about a week and half later they called me saying my motor went was bad now, after they did all the work, which they should have known before doing the work and costing me more money. ********************** the general manager said they would go through good will to get a motor approved since we are loyal customers. So we waited about a month and the motor finally came In for them to say they put the wrong motor in, now this is 3rd month in a rental which is about ********. Still to this day *** has not called to update me on anything, I am single mother and have a lot going on to have to keep spending money on *** mistakes. I need help getting some of my money back and to top it off they still trying to charge me 1400dollars. This is crazy and if I need to get my lawyer involved I will do so. I have talked to the general manager and still there is nothing been done. Please help. I have all the supporting documents but they are in the vehicle at the *** **********************

  

  Business response

  07/05/2023

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

  I understand that you have talked to Diamond and that you are picking up your car on Friday of this week. So glad that we could get you the Good Will from *** for that engine.

   

  Sincerely 

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

   

  Customer response

  07/05/2023

  Good day yes I spoke with ****** and hopefully the car will be fixed, but they are still trying to charge me money, and I still would like reimbursement for my rental, because it was not our fault kia ***** the wrong motor and we had to continue renting out rentals  

  

  Business response

  07/12/2023

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

  When we spoke in my office, was the day I offered to use our influence to get you goodwill for your engine. I did that, and that resulted in you getting a new ******* engine from **** We are also absorbing the injector harness ($780.00) that was installed. We ordered the engine from *** with the Vin # to your car. *** would have known which engine to send. That error was ***'s, not Nalley's. Maybe if you submit the rental invoices to them, they will reimburse you. Nalley has extended a large amount of goodwill to you. I hope to see you back in your car.

   

  Sincerely 

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

  Customer response

  07/12/2023

   
  Complaint: 20274729
  
  I am rejecting this response because: I have already submitted invoices to you and diamond.  I did not know there was a difference between *** and nalley. So who I am supposed to send my invoices to?
  
  Sincerely,
  
  **********************

  

  Business response

  07/13/2023

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

  We just finished speaking. We will submit your rental invoices to *** when we submit your Goodwill claim to ***. I am not sure what they will reimburse, usually 5 day rental, but you may get more based on *** sending the wrong engine. 

   

  Thank You

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

  Customer response

  07/19/2023

   
  Complaint: 20274729
  
  I am rejecting this response because I still do not have my vehicle and no communication with ***** *** since last week. Again when I went up there last week and they assured me my car will be finished by Friday and here it is almost a week later Again and no communication.  These is ridiculous and unacceptable. I am tired of going to the dealership missing money from work, missing my education to try to resolve this situation but this is getting out of hand.
  
  Sincerely,
  
  **********************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 2016 *** ******** with Platinum Warranty from Nalley KIA at ******************************************** **************). I am in compliance with regular maintenance, the vehicle ran hot one week after a regular maintenance service. On March 23, 2023, vehicle was taken for *** for diagnostics. I am using my mother's vehicle because a rental will not be given until the issue with car has been identified. On 4/24/23, I spoke with Nalley KIA, **** stated that "we are waiting on engine". I reached out *****************, the Rep stated "I do not know how they could be waiting on an engine when they have not provide the information needed". Also, that Nalley did not call them about the vehicle until 4/12/23. For (4) months with no resolution. On June 12, 2023, per Nalley, they were given authorization on the short block which she will get ordered. On June 23, 2023, we did not hear anything from Nalley so went to the dealership to check on the vehicle. We were told, its ready. When Porsches father started the car up. The airbag light was on. The airbag light was not on when the car was dropped off on 3/23/23. This is a huge safety issue. ***** said, yes was on. Porsche told ***** no, the airbag light was not on- I just had a maintenance check week before in March 2023. We picked-up the car on (June 23, 2023) and on Monday Morning (3/26/23), the car ran hot while going to work. On June 28, 2023, I was notified that the radiator and thermostat was authorized and ordered. Hoping to get your car back to you by Friday (6/30/23). On today, Monday (7/3/23), My dad went to the dealership and was told that ***** is off until Wednesday (7/5/23). The car is not ready. I have not been offered a rental. Contacted Fidelity, who stated that Nalley have not reported the airbag being on; the warranty was checked and the airbag is not covered by the warranty. I am at a lost of what on what to do please advise on next steps of matter.

  

  Business response

  07/05/2023

  Dear ******************,

  I am sorry to hear that you had addition troubles with you 2016 Sorento. The airbag would be a concern for me as well. We are currently waiting on the thermostat for your car, but it should be here tomorrow and we will expedite you getting your car back. The airbag light came on when they removed your bumper to put in the engine and that sensor is now operating correctly. I will check tomorrow to see that your part came in and get the technician to complete the work so you can have your car back.

  Sincerely 

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

   

   

  Customer response

  07/06/2023

   
  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,
  
  Porsche *****

*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. ↩