ComplaintsforGerald Kia of North Aurora

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My father and I purchased a 2022 *** ** back in 2022. Last month I traded in this vehicle at another dealership. Ive been trying to get in contact with someone at Gerald *** for several weeks now to cancel the extended warranty, gap, and dent protection plan to get my refund. Ive called several times, left voicemails, even sent a email and no one will contact me back about this. I had to reach out directly to the warranty company myself to begin this process and they state the dealership will be the one to send us the refund check but since they never returned any communication back to me I am worried they will not send us the refund check at all or in a timely manner.

  

  Business response

  06/07/2024

  Spoke with ****** this morning. She talked to our Finance Manager yesterday and we are getting her handled. Because she purchased at another dealership, we need a payoff letter from the lending institution to process the cancellations. She will contact when she receives them and get handled asap.  She is happy.  Our apologies in the delayed response  

   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I initially said that I wanted the Gerald Protection Package. However, when I took off the $999 package, the total didn't come down as low as it should have. Apparently, ******** of the finance team thought it would be a good idea to include his $6 service warranty on the battery, wipers, and a few other parts at that moment. Later, he attempted to sell me this warranty. I expressly told ******** at that time that I DID NOT want this, yet he had ALREADY CHARGED ME FOR IT and did not remove it at that point. The math wasn't adding up in my head, but I took him at his word and assumed the $999 off didn't come as low as I was expecting. I was unaware of this service package being included, and it is terribly unprofessional and seemingly illegal to sweep it under the rug. I believe Gerald Kia of North Aurora are rectifying this situation by compensating me the $216 plus tax I will have lost, but I certainly want this recorded in writing. It is also unfortunate that I must wait until I am able to sign documents in person, as it seems like I should be able to use DocuSign or another virtual program to complete this or get compensation refunded to my credit card (as they are not going to be able to cut down my monthly cost anyway, just issue some sort of reimbursement).

  

  Business response

  01/19/2024

  I spoke with *** today, and the amount of the refund is $499, not the $216 that he had been told.  I am sending a check directly to his parents here in ********, as he is in *******.  *** was pleased with the resolution.

  Customer response

  01/29/2024

   
  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. The check was sent and has been cashed. I appreciate how the company resolved this complaint. I am only disappointed that it took this mechanism to rectify the situation. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2020 Kia **** PHEV at the time of sale I asked if it had a remote start I was told no but can be added for $1,000, I agreed to this and the protection for rust, tears, and paint. I told the sales man that I did not want the Gerald protection plan and that my payments would be 334 a month. I am transgender and went through a legal name change and had supporting documents. I was told that I was "lucky" the bank would accept this and I should have to use my deadname because my preferred name doesn't have credit despite my SS number and everything being legally changed. I was talked down to by the finance manager stating things like its stupid or dumb not to add another warranty. That there is no point in getting the car if I can't afford to add the warranty. My sales price was increased and I was not given an itemized bill of sale stating which *******s I had purchased. After 6 hours of being there financing was complete the Kia **** had half tank of gas, no electric charge or my transferred plates. I had to clean out my trade in car in the rain while they tried to get the plates off. They were unable to and said I'd have to come back, I also did not receive my spare key. I relooked at the paperwork and crunched numbers once I called the finance manager back he said that the sales person had add the extra ******* I denied and lied about not having the remote start. Now I am unable to get a call back from anyone at this *** so I have not received the "extras" from the *******s that I paid for yet. (remote start, the Gerald Kia ******* with special tire locks and air..ect or plates).

  

  Business response

  01/05/2024

  This is actually a complaint on the Gerald *** of ******** store.  We apologize for the additional charge and the time it took to complete the entire transaction.  We refunded the customer the $2499 charge to the lending institution.  As far as the lending institutions, yes, the Banks are very cautious and time consuming in approving loans when it comes to the situation described by the customer.  With all the Bank Fraud and Identity Theft, they will do this type of investigation.  We find this with recent marriages, moves back into the country, names and addresses not matching, etc...  Again, we apologize for the amount of time to process the deal, and the charge the customer didn't want.

  Customer response

  01/13/2024

   
  Complaint: 21084428
  
  I am rejecting this response because: I have received NO refund. I was told Id receive a check in the mail never did. My trade in cars loan is still not paid off Ive had to make payments to them still. Listed above theres remote start-$999, Gerald protection-$999 and the Premium Plus Corrosion| $2,499 I was told that I HAD to have that package in order to get the remote start. So the total is more than you offered. Plus your contacted company never called me to even attempt to set up an appointment. I live two hours away and its not worth it to go all the way back anymore. 
  
  Sincerely,
  
  ***********************

  

  Business response

  01/18/2024

  The $2499 check that was agreed upon with the customer still had not cleared the bank this morning.  We stopped payment on the check and have issued another check to the customer, for the $2499 plus tax, and are overnighting the check to the customer at the address provided.  The other 2 options that the customer purchased at the time of sale are not cancelable, nor were they originally discussed.  The remote start can be done where the customer lives, and ********************** would be happy to pay for the installation per the amount the customer paid.  Please contact the Manager at ************* to arrange payment to the vendor.  We thank the customer for their patience on the original check.

  Customer response

  01/19/2024

   
  Complaint: 21084428
  
  I am rejecting this response because: I have not recieved the pruducts form the either package (Gerald or The undercoat, seats,ect). And as stated previously I didn't want the remote start because already has a remote starter installed through its app. Your sales rep did not disclose. I live in ********* none of your locations are close to me. I have also reached out to your GM to recived itemizied bill of sale with the sale BASE PRICE to reflect the cost of just the car becaue it is needed to collect the tax credit. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/22/22 I purchased two brand new vehicles from Gerald Kia of North Aurora, a Telluride and a Carnival. Almost immediately after the purchase I began to notice that the rear power liftgate on the ********* was not operational. The rear door would unlatch but it would not open. I have brought the ********* to Gerald Kia of North Aurora on multiple occasions, at least 4, and they have attempted to fix it multiple times, at least 3. This problem has persisted and actually gotten worse over time. Most recently I brought my ********* to this dealership on 8/1/23 because, not only would the tailgate cease to open but, now the dashboard has an audible and visual alarm indicating that the tailgate is open when it is not. I have video proof of this. This alarm is intensely distracting while driving and the vehicle is basically not driveable due to this. I have attempted to requested that the dealership allow to select a comparable ********* to the one I purchased so, after 8 months, I didn't have to deal with it anymore. I spoke to the *** ************************* and he said they could not do this and that I would have to deal with *** directly. *** has denied my request and I still do not have my ********* back as of the writing of this complaint. Now I am being told that a *** ***** technician will diagnose my vehicle on 9/11/23. This will be 9 months after my initial purchase and initial occurrence of the problem and 6 weeks since I last saw my vehicle. *** is offering to assist me by refunding a car payment but this is not even close to what I am seeking. How can it be possible that I spend nearly $100,000.00 on vehicles from this dealership and they are not willing to accept the ********* back and give me a comparable vehicle?

  

  Business response

  08/28/2023

  We apologize to **********************; we know he is very frustrated.  This is a *** ******** issue that we have been trying to handle and fix for him.  Unfortunately, up until now, the fixes that *** have said to do, have not worked!  Currently, we have installed a new part per ***, and are testing the vehicle to make sure that the part will in fact fix the issue.  So good so far.  We took the customer a loaner car to his work, which he still has.  In addition, we are working some number for him on a new *********, in the event that *** is unable to resolve the problem.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/29/23 About ******. This business involved some very shady and sneaky tactics to squeeze more money out of me for a vehicle. The whole time we talked about taking some money off the price of the current vehicle with the salesman even saying "we can take a couple hundred off the price but not in the thousands" yet they took advantage of closing time and being in a rush and glided over the sales papers that showed not only that we were paying full sticker price, but they even added a 400 dealer markup to the sticker price! They were supposed to be taking some money off not adding even more money on top of it. And the way they kept steering ** to focus on the financed amount instead of full purchase price. They took full advantage of our naivety instead of being honest and helpful.

  

  Business response

  05/11/2023

  We have spoken to the customer and apologized for the misunderstanding. We have agreed to cut him a check for $500 for the misunderstanding and the customer is happy with the outcome. 

  Customer response

  05/12/2023

   
  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, although I'm still awaiting an actual check.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dec 2022, I leased a *** ******* PHEV from Gerald **** I recently took my vehicle to *********** because EV charging cable stopped working. It was at this time they informed me it was because I have the wrong cable. This was the cable Gerald *** gave me when I leased the vehicle. They are now saying because it has been over a year they won't replace it. Told me to call *** ******** service. I did call and all numbers go to roadside assistance. Cannot talk to a human. How does *** expect me as the consumer to know I had the wrong cable all this time. This was a mistake at the dealer, but the dealer won't replace it at no charge. All I want is the correct cable for my PHEV *******. The cable that came with my vehicle was made for a *** ***** Basically, Gerald *** wants me to prove they gave me the wrong cable.

  

  Business response

  04/24/2023

  Spoke with ******************* this morning, and it appears that we gave her the charging cable for a Niro, not her Sorento.  We are overnighting her the correct charging cable for her vehicle.  We apologize for her inconvenience.

  Customer response

  04/24/2023

   
  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

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased our new car 2023 Kia ********* on Tuesday night 12-13-22. As I drove the car with the sales man ****** before making the purchase we told him that the display was glitching (not working properly). He told us "don't worry too much; Bring it in in a few days and we'll fix it". My wife made an appointment the very next day Wednesday 12-14-22 for Friday 12-16-22. I took our car back to the dealer on Friday morning 12-16-22. They first said that we didn't have an appointment, but that if I left it they could see it some time that the techs are free. I asked if they can give me a car for the inconvenience, and they said no. I was VERY FRUSTRATED at this point and asked to get some time to think about what to do. I talked to my wife, over the phone, and when I came back they told me that they had a car for us to use in the meantime. Now it's been almost three weeks that they have our BRAND NEW CAR, and it's still NOT FIXED. They've tried various things to repair it and they still don't have the display working as it should.

  

  Business response

  01/10/2023

  We apologize for the wait and delay from ********** warranted part, which is the head unit.  The part has been sourced and we should receive shipment soon.  We spoke with the customer yesterday and gave them the update.  Originally the car was drivable, in which case a loaner would not be approved by Kia.  Once we diagnosed the problem as the head unit, we gave the customer a loaner as it is a warranted repair.  Again, we appreciate the customers patience and business.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 30th 2022 I went to the Gerald Kia ********** of North Aurora with intent to purchase a vehicle. I provided the sales agent, ***********************, with my drivers license, latest pay stubs, insurance information, and my Social Security Number for the use to run a credit check for a loan on the car. On May 31st, I received a message from my credit card company, *********** that a charge to my credit card was declined for insufficient funds. Purchase was attempted to be made to Fan Duel in the amount of $500.00. I did NOT make this charge. I locked my 2 credit cards and the ********** was contacted where management said to open a BBB claim. On June 2nd I received an email from my credit card company, ***********, that a charge was declined due to my card being locked, in the amount of ****** with a company called Adorama. I also did not make that purchase. My belief is that someone who had access to my personal information at the Gerald Kia of North Aurora has stolen my details to access my accounts and make these purchases.

  

  Business response

  06/03/2022

  We are very sorry that you have had this experience.  Based on the information that you provided to us and the fact that your down payment was in cash, we never had your credit card number in order for a member of our team to use the credit card for random purchases.  Although we did a credit inquiry with the signed credit application that you presented, the bureau inquiry does not provide us, or anyone in our organization, with your credit card account number, security code, or expiration date.

   

  Again, we are sorry that you have had this experience, but we think this is a coincidence in the timing of your vehicle purchase and the fraudulent activity on your credit card.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They have owed me a refund check since December 2021. Every time I contact them, they it's going out. As of this date, I still have not received my refund.

  

  Business response

  05/13/2022

  Our apologies.  The check for $191 was mailed by me yesterday.  No idea what happened to the previous check request.  Please call me directly if you don't receive it next week.  **********

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in for an oil change that was scheduled for that morning. I dropped it off at night to pick it up the next afternoon. When I dropped it off my car had not been washed as I had no bumper due to being rearended and I had a chip in my windshield, I knew the pressure could make it worse, you could see the chip. When I picked my car up I looked and the dealership brought my car through the car wash causing the chip to spread across the windshield. Because I needed to get my car to its scheduled appointment to be fixed from the accident I didnt turn around. But documented that it spread. When I called the dealership I received no phone call back. I then called again and the manager argued because I couldnt bring back the car when it was not in my possession anymore since it was getting fixed for the damage caused from the accident, he said he wouldnt do anything because i didnt call right away and when I told him I had a before picture and after picture I was told to send them, I did and was supposed to hear back from the other manager and I still have not. This is not acceptable I had to replace my whole windshield because they brought my car through the car wash and made it spread.

  

  Business response

  05/09/2022

  In response to ************************ complaint; the windshield was broken prior to being dropped off at the dealership. (Attachment 1)  The picture provided by the customer shows this.  It had snowed the night the car was dropped off, and had damage on the vehicle from a previous accident when we pulled the car in the next morning.  The customer states that we washed the car after servicing the vehicle, thus causing the windshield to further crack.  We do not wash cars when there is inclement weather, or if a vehicle is already damaged, as the car wash *** further damage the vehicle, or the damage on the vehicle will damage the car wash itself!    And had we made the damage worse, we would have thought the customer would have come back into the ****************** to point out the damage to the Manager, or at the very least immediately called to complain and set a time to come in to discuss; neither of these happened.  In fact, the customer took pictures some time later, not even on the dealership lot and had the windshield repaired by an outside vendor!?

  We accept no responsibility for the broken windshield cracking further, as a defroster or heater can immediately cause this to occur in cold weather. 

  Customer response

  05/09/2022

   
  Complaint: 17127171
  
  I am rejecting this response because:
  As stated in my complaint, there was a chip and there was damage to the bumper because of an accident caused from being rear ended. I brought the car in for an oil change, it did snow that night which means there was snow and salt all over my car. When I came to pick my car up the car was clean, in fact it was spotless, floor was vaccummed and no spots. How would I wash my own car if it was at the dealership? I tried calling the dealership multiple times to talk to them about the windshield prior  but they did not return my calls, in fact I am still waiting for them to call me back. I was not able to take it back to the dealership right away because I had an appointment that I had to get to as the car was getting fixed by the person who had rear-ended me.

  
  

  The dealership is lying about bringing my car through the car wash because it was clean as can be when I picked it up, and that is the frustrating part. I spent money on a full windshield because I needed to get it fixed so it can stop interfering with my vision as I was driving and because it took them so long to reply, I did not have the money to fix the windshield having to pay for a full windshield over the fill in for the chip and the dealership completly taking no blame at all is uncalled for. They do not care about their customers.
  Sincerely,
  
  *********************************

  

  Business response

  05/12/2022

    As stated before, the windshield was broken prior to the customer dropping the car off and a windshield fill only works on small stone chips.  The customer didn't come back in to bring to our attention, nor did the customer take the picture of the windshield on the lot when she first saw it; rather some other time and place at a later date!  We would have been happy to help the customer with the replacement, and saved her money, but were never given the opportunity!  We want our customers to be happy, and would be happy to take care of her next 3 oil changes, but can accept no responsibility for the complaint, nor never having any opportunity to help with the repair!

  Customer response

  05/12/2022

   
  Complaint: 17127171
  
  I am rejecting this response because:

  I could not bring my car right back, I had an appointment that I had to get to right away as stated before. I am not sure what is confusing about that. I tried calling the dealership with no response from anyone. I was told I was going to hear back from them last week, I am still waiting.

   Also as shown in the before picture there was a small chip, NOT A CRACK. I am not accepting the next three oil changes for free as they are already included in my package, and I lease the car so they would not be fully used. Try better because I AM NOT A HAPPY COSTUMER. I will settle for half the money back on my windshield replacement. 
  
  Sincerely,
  
  *********************************

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