ComplaintsforCarriage Kia of Woodstock

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I drove my vehicle to ********************* in December 2023. Ten business days later- the dealership called to tell me my vehicle was inoperable and needed multiple parts for repair. I was not satisfied with how my issue was being handled, especially since it was inoperable AFTER I DROVE IT to this dealership, so I had my truck towed to Carriage *** in Woodstock. Corporate *** agreed to pay for the parts on my vehicle, but I do not have an ETA on when they will be complete. One of the parts needed is a wiring harness. There was a harness on the way from ***** for a Sorento the first week of August- but I do not think it was for my vehicle. I am receiving 0 updates from the dealership for the repairs that are needed. I am now concerned that my tires will be dry rotted as well since my vehicle has been sitting for 9 months. In the time that my vehicle has been on the lot at ***- I have spent $4777.84 in car payments and $1272.62 on insurance for a vehicle I can't even drive. I was told if I place my truck as inoperable- I will have to re-register and pay taxes again on my truck whenever its finallyfixed. When I called on 7/30/2024- I was advised someone would reach outto me and that my case was being escalated. I have yet to receive any communicationfrom the corporation or the dealership. My family has purchased 8 vehicles from *** in the last 7 years, but we are truly considering trading in our current vehicles for other manufacturers and neverbuying from *** again based on the lack of communication and "customer service" we have received on this case.

  

  Business response

  09/11/2024

  KMA (Kia ****** of America) Has taken over this case and currently is looking into it. Once a resolution is available this case will be updated accordingly. Thank you for your understanding and patience in this matter.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,I purchased 2025 Kia ******** SX on July 10, 2024. I purchased it from Carriage Kia ********************** GA. My car was working fine for first week. One day it started having issue were the side door was not closing at all. finally after trying multiple times it closed. Then after few days I tried to turn on the vehicle when I came back from my trip. The vehicle did not start at all. At that point, (July23 late evening) I requested Roadside assistance to jump vehicle. The guy came and tried to jump multiple times and then said the car has issues with alternator and need to go to dealship. I towed it to dealship at *************************** ******* GA. The dealership got back to me after 2 days saying that the cost of repair is $8000. They said it is not covered under warranty. I PURCHASED THE VEHICLE ON JULY 10 and PAID THE DOWNPAYMENT AND NOT EVEN WITHIN A MONTH THEY ARE ASKING ME TO PAY $8000. I WANT CARRIAGE *** TO PURCHASE THIS BACK UNDER LEMON LAW OR COVER THE EXPENSE FOR THE REPAIR AND MY CAR RENTAL.

  

  Business response

  08/09/2024

  We, at Carriage **** would like to extend a heartfelt apology for the experience you have had. Following our conversation this morning, we have mutually decided to relocate your vehicle from its current location to our premises. I have already contacted ********** of America to address your issue, and we are fully equipped to handle this matter with the utmost professionalism and urgency. Please be assured that you are in capable hands. Rest assured; Carriage Kia of Woodstock will ensure the prompt return of your vehicle to its normal state.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car's battery would not charge after jump start. The car is a 2023 Kia ****** with ***** miles. *** the service Advisor ***********************************, it is under manufacturer's warranty. I dropped the car off on Wednesday July 31st for service. I reached out more than 6 times, but they kept telling me they are still charging the Battery. Battery was charged overnight on August 1 and still the advisor was not able to give me any clues on what's going on. The advisor directed me to *********************** and both parties have been pushing me around since then.

  

  Business response

  08/07/2024

  Firstly, we at Carriage Kia of Woodstock would like to issue an apology for the inconvenience caused. We would love to replace your battery as quickly as possible however, we are required by the manufacture to follow the guidelines for battery replacement. Unfortunately, your battery won't fail under normal replacement procedures requiring additional steps prior to replacement. We have reached out to the manufacture representative requesting additional steps prior to this case. Please rest assured we will handle this as quickly as possible. Once we get authorization to replace your battery, we will replace it as quickly as possible. Thank you for your patience in this matter. 

  Customer response

  08/07/2024

   
  Complaint: 22089117
  
  I am rejecting this response because:

  There is no time line given for the repair or replacement of this battery. This has caused an inconvenience in my commute to work. I would like to get specific time line about the issue.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/07/2024

  I fully understand you are frustrated and would like an answer of when this will be resolved as well as a specific date however, until the manufacture approves this claim unfortunately, I cannot provide that to you at this time. We should have approval no later than Friday this week 08/09/2024. The timeline goes as follows. Your vehicle arrived on 7/31/2024 in the afternoon. We tried to charge the battery per *** guidelines and were unsuccessful that day. The following day 08/01/24 we tried again with several different chargers but because the battery has a bad cell those chargers would not allow charging because it is a safety issue, and these (smart chargers) will detect that. After being unsuccessful for now 2 days we then reached out to our *** ***resentative asking for assistance. The *** *** requested that we open a technical assistance case in which at that time we did. *** responded on 08/03/2024 requesting additional documentation on Saturday. We are closed on Sunday, so we responded on Monday 08/05/2024 and are still waiting for their approval.    

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was taken to this dealership to be repaired on 7/8/24. The front windshield on the vehicle was not damaged upon drop off. When I picked the vehicle up on 7/17/24, my front windshield window was completely damage. There was a huge crack up under my driver side windshield, the cause a the window to crack on both sides. When I asked the service department what happened, they initially said they were unaware, and that the windshield was damage PRIOR to me leaving the vehicle with them. However, I showed the service manager photos I took of the car a few days before, and there were no cracks or chips on my windshield in that area. He then tried to shift the blame on the towing company. I reached out to the towing company, and received photos and video footage showing that the windshield was not cracked when they dropped the car off. I provided *** with those photos. However, *** is still refusing to repair my windshield, citing that the crack was cause by heat. And that a rock must have chipped that area while driving during the rain. I also took the car to windshield repair shop, and they inspected the damaged, and their findings was that an object was dropped in that area, and the crack happened upon impact. Even with me providing this information to ***'s service manager, he still says they are not liable for the damage done.

  

  Business response

  07/22/2024

  Dear ***************, following your concern of the windshield being cracked after servicing with us, we conducted a thorough investigation. Our on-site video surveillance system confirmed that the crack was not caused by us. Prior to servicing, there were no cracks in your windshield, only about a dozen other windshield chips. The origin of the crack was under your windshield wiper outside of our view. suggesting that it simply spread over time. We have reached out to *************** asking for more photos/videos and documentation however you declined to provide them to us. This chip that spread was preexisting and here is an article from the ********************* regarding this phenomenon (But why does it happen, and why doesn't it happen when we're around to watch? Apparently, the answer lies in the varying rate of expansion and contraction of different materials (known in loftier circles as the thermal coefficient of expansion). Once a blemish, such as a crack, has been made, stresses concentrate on the end of the crack, and further breakage is almost guaranteed to continue along that same line (faults producing earthquakes behave the same way). Here is another article form glass experts What are the causes of windshield cracks? However, there are several factors that can contribute to the spread of a crack, including: Temperature fluctuations: When the temperature changes, the glass in the windshield expands and contracts, which can cause cracks to spread. Vibrations: Vibrations from driving or other sources can cause cracks to spread over time. Pressure: Changes in air pressure, such as when driving through a tunnel or over a mountain pass, can cause cracks to spread.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was incorrectly charged for tired replacement when my tires were covered under warranty. They also didnt fix the tire completely and used a different tire.

  

  Business response

  01/12/2024

  First and foremost, I would like to extend our sincerest apologies for the inconvenience and confusion caused by the recent experience with your tire replacement. It has come to our attention that there was a mistake on our part, as your tires should have been covered under warranty.

  We understand how important it is to have trust in the services you receive, and we regret that we did not meet those expectations this time. To rectify this, we will be issuing a full refund for the tire replacement charge. Rest assured, this refund will be processed promptly, and you should see it reflected in your account shortly.

  Additionally, we are concerned to hear about the incomplete tire repair and the use of a different tire than expected. We take these matters seriously and would like to investigate further to ensure it does not happen again. Our team is committed to providing quality service and we would like to make this right.

  Your satisfaction is incredibly important to us, and we are grateful for the opportunity to resolve this issue. If there is anything more we can do to assist you or if you have any further questions, please do not hesitate to reach out to us directly.

  Thank you for bringing this to our attention, and once again, we apologize for any inconvenience this has caused. We value your trust and are dedicated to ensuring a better experience in the future.

   

  Customer response

  01/16/2024

  I have spoke with the business and chose to accept the refund. I would like to wait to closed the case until refund is received. 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this vehicle on 12/15/2020 for a total of $40,438. The vehicle came with a warranty as all new *** vehicles do. The dispute is that my window trim which is free of any impact has discoloration and fading. Every time it rains I have black all down my white vehicle and the trim is multi color now not black. this problem first occurred when my vehicle had ****** miles on it. I had taken it to the dealership and was told by the service advisor that they will not warranty it because *** quit paying them to repair the trim on these particular vehicles. Time went by and a few of us went to lunch and work and someone questioned me about my trim when I explained what the dealership had told me she said no it is under your warranty for ****** miles. ** the next advisor I had gotten I questioned her about it and she told me no they will not fix it even though it is under warranty that I needed to contact ********** Consumer Affairs. ** Nov 8th 2022 I contacted *** my case # is ********. They could never get an answer from the dealership so it was escalated to their escalation department on Jan 12th. I continue to call and see where they are at on this and all I get is the runaround. It is always that the dealership is not responding. On 2/20/2023 I was at the dealership and wanted to speak with *** the Service Manager but he was on the phone and I was told he would call me but of course never did.

  

  Business response

  03/08/2023

  After working extensively with the manufacturer and their warranty department we were able to get a special approval to have this part and customers complaint covered under warranty. Part is currently ordered and will be installed on customer vehicle once it arrives. We believe this complaint has been fully addressed and appreciate the patience of the customer while we worked through it.

  Customer response

  03/08/2023

   
  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

  08/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *** sold my girlfriend ********************* (I am making this on her behalf) a kia **** that had many issues including an engine recall without telling her. They made an agreement for ****** to trade it in for a kia **** This happened, but *** told her that she must make 1 more car payment of $295. *** said this payment will be reembersed within a week. However, *** lied and after a month only gave her $9.40. Their reasoning was that the money was used for her temporary rental car (A kia **** but this was not the agreement. *** specifically said that her rental car would be free because of all the trouble they put ****** through with the kia ****.I tried to call an attorney to see if ****** has any legal way to get her money back. However this hasn't worked out very well, so I am coming to you the Better Business Beureau. If there is any way for ****** to get her money back please respond to me in any way with any information you have. ************ or ********************** Thank you so much for everything you do.

  

  Business response

  08/30/2022

  We are unable to discuss details of this deal and transaction with someone who is not on the loan.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased GAP insurance through *** of Woodstock on a 2015 Lexus RX 350, car was paid off March 2022 LIENHOLDER was GM FINANCIAL, when I spoke with *************************** she stated per email that the refund check was sent to or will be sent to GM, GM Said no check was sent to them. I called Protection Asset Protection my contract was cancelled and my refund should be sent to me from the Dealership, so why would ********** tell me the check was sent to GM. I want my refund, it doesnt matter that it will take weeks to process stop running the consumers around

  

  Business response

  06/16/2022

  Customer will receive her check per the dealer agreement that she signed. The money is sent to the lienholder or if the customer can provide proof of payoff we will send check to customer. 

  Customer response

  06/17/2022

  Greetings BBB I had gave Carriage of Woodstock my PAYOFF information from GM but they insisted that my GAP INSURANCE monies to be return to the lienholder 

  

  Business response

  06/20/2022

  Check was mailed to customer 06/17/2022.

  Customer response

  06/20/2022

   
  Complaint: 17420196
  
  I am rejecting this response because: I already sent this BBB per Fax vital information which included verification that there is no balance on the car. Where is the information I sent BBB, fo I resend it
  
  Sincerely,
  
  ***********************************

  

  Business response

  06/20/2022

  Per our previous reply customers request for a refund has been processed and sent at this time. Unclear why response was rejected.

  Customer response

  06/20/2022

   
  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 only if I receive my refund as stated
  
  Sincerely,
  
  ***********************************

  

  Business response

  06/21/2022

  Customer is having refund sent to them. 

  Customer response

  06/23/2022

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

*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. ↩