ComplaintsforRay Skillman Southside Kia

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my Kia ****** to Ray Skillman service department for answers to a noise it was making. The gentleman I spoke with (****) said they would let me know what they find, he thought he knew, but would text me the details. What I needed was a new engine. And it would cost *****. That was in January. I still dont have my car. Four and a half months! Ive called and theyre waiting on this or that, always something different. Ive made 4 car payments and paid my insurance on a car I havent seen for months. Please help me! I dont know what to do, or actions I can take. Thank you,*******************

  Business response

  05/21/2024

  ****************' has an engine that has been on back order for an extended period of time.  We have been expediting this engine and now have it.  We are in the process of installing it and will have this complete this week.  We will advise **************** of this scheduled completion.  We appreciate her patience throughout this repair.

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  

  Customer response

  05/21/2024

  Message sent to me on 2-6-24.  Hey ***, my technician just came and spoke with my and we actually have a few engines in stock for your vehicle. If you wanted to approve the work prior to insurance reaching out, because let's be honest, it is taking way longer than I think it should be haha! If you approved it, I could have your vehicle ready for pickup by the end of the day tomorrow :)

  Business response

  05/28/2024

  The vehicle is complete, and the customer has been advised that it is ready for pick up.  The customer has not scheduled to pick up the vehicle.

  Customer response

  06/17/2024

  I was given *****. Credit for my cars repairs. I am more than satisfied with your help and the response I got from Ray Skillman ****

  Thank you!

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/28/24, we purchased a brand new *** ********* from Ray Skillman. While signing the paperwork, Finance Manager ***** asked if we wanted to buy an extended ********. We declined and advised we have never purchased one and we were buying a *** because of the outstanding ********. He said that *** does have a good ******** but this was an even better extended *** ******** and since we keep our vehicles so long, it would be a good investment. We advised we did not know a lot about the product and did not want to have regrets once we got home and then wish we didn't buy the ********. ***** advised we could cancel at anytime. We declined again. After his persistence that we could read the contract when we get home and if we change our mind could cancel the product, we agreed to do so with the understanding we had the option to cancel.After reviewing the product, we discovered it was not a *** ******** It was an after-market product with less than favorable reviews. At no time would we ever put after-market parts on our vehicle so we reached out to AAGI to cancel. **** told us (verbally and in writing) to contact *** Skillman and let them know we wanted to cancel. Ray Skillman would advise them (AAGI) and they would process the cancellation within 3 days.We have contacted Skillman on two occasions and they have yet to acknowledge our request, let alone process it.Please help us to cancel this product as we were advised by ***** we could do "with no problem". ***** was very nice during the transaction but given his lack of contact after our request to cancel, it appears he was just trying to take advantage of some senior citizens.

  Business response

  04/10/2024

  In response to complaint 21519785:

  ******************* the finance manager was on vacation during the time **************** emailed him. The proper paperwork was filled out and filed for the cancelation as of 4/10/24. **************** should see the refund in the mail within 30 days. We consider this issue resolved. 

   

  Thanks

  Customer response

  04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I just need a little bit of clarification so that we can close out this matter.  The response states that we will receive a refund in the mail within 30 days.  Can you please confirm an actual check is being sent to us.  ***** made it sound as if a check is being sent to the lien holder (even though I paid cash for the warranty and $17,500 overall towards the vehicle).

  Also, I think we all know the response is inaccurate in that ***** was not gone for over 2 weeks.  Mistakes happen and it would have just been nice to apologize for the delay and issue the refund.  A multi-million dollar corporation is not going to have email without an automated out of office reply or backup system.  I would like to give a shout out to the warranty provider (****) and ********************* with the dealership.  This matter actually got resolved after I sent a complaint to AAGI on April 9.  **** responded immediately with an apology and said they would reach out to their contact at the dealership (which was ****************).  **************** immediately emailed me after being notified by ****.  He apologized for the delays and inconvenience and filled out the cancellation form for me to return and sign (which I did same day).  That was perfect and I'm not sure why the business just didn't state that on the reply versus making it seem legit (uh, the only person who can handle it was gone for a couple weeks) as to why they were not responding previously to someone trying to get a hold of them and cancel a warranty.

  
  
  
  Regards,
  
  ***********************

  
  

  Business response

  04/12/2024

  We apologize for this not being handled when the request was sent. The request was sent directly to ******************* which like stated was on vacation or we would have handled immediately. In regards to the warranty being cancelled it was financed in the loan and $17,500 was put down on the loan. The cancellation money will be sent to the lender who holds the loan and it will come off the loan balance. We consider this matter closed. Thanks

  Customer response

  04/17/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to call and let them know that there were two problems with the delivery of the vehicle. I left messages. They have proof of at least one message. I never received a call back from them and felt I was likely outside the window where they would do something. I honestly felt that this is how they got around taking care of things. I had the vehicle repaired at a local dealership and called and kindly asked them to compromise and cover possibly even just the parts. They were unwilling to compromise despite proof that I had called and tried to resolve the issue in a very timely manner.

  Business response

  04/10/2024

  In response to complaint 21505527:

  I talked to ******************* about a week ago and she stated that there was a service issue with her vehicle that she purchased August 24, 2023. ***** purchased the vehicle as-is this is a 2015 sienna with ****** miles when sold.  There was nothing in the deal for a we-owe of any sort and no notes in the *** stating we owed ***** anything. The first time to my knowledge we heard from her with an issue was a week ago. We do not cover issues that come up months after the sale. If this was a day after the sale we would goodwill the issue but this is outside of tolerance.

  Thanks

   

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently went online to file an online application to get a car with *** Skillman; a gentleman by the name of ************************* called to and began the beginning process of me trying to get a car the conversation started out very fast ****** started out talking over me and not allowing me to speak, telling me what could be done and not be done I explain to him that I needed to do the majority of my process via email/phone I was trying to tell him that I live and work far and if its possible to email my stuff or possibbly over the phone, ****** began raising his voice and talking over me telling that its not his fault that I can't get to the dealership and that most people take ubers, ride the bus and that I needed to do what I needed to do? I ended that conversation and said Thank you and disconnected the conversation. I called back and asked to speak with a different sales rep as I was speaking with someone else ************************* texted me telling me in all caps stating have a good night maim and good luck with my buying process how unprofessional is it for a business to text a comment and statement as such because you are mad that I hung up on him why should I spend my money with a company that treats people this way.

  Business response

  01/03/2024

  To whom it may concern, 

  One of our Managers *********************** followed up with ***** and apologized.  We do not want anyone feeling like they were talked to in a rude or derogatory way. We did let ***** know that we would be more than happy to try and help her out and *********************** would help her she does not have to work with *************************. We consider this matter to be closed. 

  Thanks, 

  *************************;

   

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2016 Kia **** and the motor went out in it 8 months after purchase! Spoke with *** that had a recall on the engine and stated that it expired due to the dealership not doing it and the dealership is saying its on **** This vehicle was for our ten age daughter that is now in college without a vehicle and want them to be responsible for engine failure. All lights just came on and vehicle shut completely down.

  Business response

  07/20/2023

  Talked to ****** who told me the vehicle has never been brought into a *** ******* department to be looked at or submitted to *** for any type of repairs. *** hasn't declined an engine repair at any facility. The vehicle broke down in September of 2022 and has not brought to any ******* departments. We consider this complaint to be concluded. 

   

  Thanks, 

  *************************;

  Customer response

  07/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

• Initial Complaint

  11/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a 2014 VW golf early April of 2022. When I purchased this vehicle I paid for the extended warrenty that covers bumper to bumper. I later had problems with some sensors on the car and was told about an axel that needs replaced, a wheel hub, the wheel sensor, and an oil consumption problem. They said they talked to my warrenty provider and that only the hub was covered. Was later told the oil problem might be but I'd have to drive 1k miles to be able to tell. They sent me out with no oil for them to check later. They then said the engine might not be covered so I'd have to pay for tear down and rebuild if not. They never did my wheel hub I paid for. I was never called about any information while they had my vehicle. My warrenty company also said they were not contacted by them about my car. I have had a very disappointing experience with the company and would like a refund on my vehicle so I can buy a different one from a different dealership.

  Business response

  11/15/2022

  After reviewing our system, I can find no record of a VW Golf being bought by ********************  I would be happy to review further but would need more information relating to this complaint.

  Customer response

  11/16/2022

  I brought in a 2014 vw golf gti, it is in my grandfather's name, *******************. I brought it to here multiple times but there was no work done any of those times. I had to resign my contract because the first contract Ray Skillman gave me had three different prices on it and didn't make mathematical sense. My new contract that we have now states a higher price for the car. It was listed at ***** but I paid ***** plus tax and 2.9% Apr. The car has been subpar from what I was told about it. I would like some sort of compensation or to return and refund the car

  Business response

  11/28/2022

  Customer declined repairs/deductible for concerns with the car, after being told the issue was likely to be covered under the extended warranty, as it covers internally lubricated parts.  Customer paid for diagnosis only on 7/26.  Regarding axle boot and hub,customer stated they wanted no further work done until they returned for engine work.  As for the price of the vehicle,the customer was sold this vehicle for $14,182.00 plus tax, title, doc and aftermarket products.

  Customer response

  11/29/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took care in for diagnostics and repairs. Was quoted 8100$ to replace the engine due to build up of metal in the engine. Refused to give a loaner car, stating they have no cars on the lot. I call BS, they have cars on the lot. They just don't have any they want to use as a loaner. So I had to get my own rental car. Got the car back, the very next day the check engine light comes back on. Can't get to the car till after the weekend. Then we take it back in and now they want another 1400$ to replace the catalytic converter stating that the engine oil with metal in it damaged the catalytic converter. Have to order part won't be ready till Wed. Still no LOANER car available. Spending nearly 10$ on repairs and they can't offer a loaner vehicle????????Not to mention after talking to other mechanics they believe this is a scam repair. That the issue could have been fixed for far less and that the catalytic converter wouldn't have had this issue due to problem they stated the engine needed replaced for. Would like reimbursed for rental car due to job not being completed properly the first time and refusal to provide a loaner car. (572$)

  Business response

  03/31/2022

  ****************** came in 3/10/22(attachment #1) with a check engine light concern, and running poorly. Upon diagnosis, it was found that due to negligence of not changing oil, internal damage to engine had occurred and needed to be replaced to repair. As per attached *** estimate, ****************** agreed to repairs and work was completed. After quality controlling work, no further concerns were noted at that time. Customer returned 4 days later, and stated check engine light was on again. Diagnosis found that due to initial engine failure, it had caused damage to the convertor system, and would need to be replaced. *** ******************* #2) shows that the repair is $2041.12. As a goodwill, we replaced the converter, at ********************** approval, at a discounted price, and did not charge any labor to perform the repair. His total came to $1444.40, $596.72 less than *** pricing. As for ********************** requests for a loaner car, there are no loaner cars to be given due to the shortage of vehicles in inventory, due to chip shortage, etc. It is true that there are vehicles on the lot, all for sale to retail customers, and not to be used as loaners. ****************** was not obligated to a loaner/rental, as he did not have a warranty that would cover this item, hence why it was not pursued further. The savings of goodwill on the converter are greater than the rental that ****************** is requesting. His choice to be put in a rental was done on his own, and no participation further will be given by Ray Skillman ***, due to this.

  Customer response

  04/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  First off it was NOT 4 days later that we reported the issue.  It was the very NEXT day we called and reported the issue in which we were told RAY SKILLMAN could NOT work on the vehicle until Monday.   This left us without a car again for 4 DAYS; NOT that WE waited 4 days to report.    As for warranty and why further pursuit of a loaner was not completed; our previous service issues with Ray Skillman when dealing with our Outlander we were GUARANTEED a loaner the next time we brought a car in for service.  Since that time we traded the Outlander in to Ray Skillman and purchased the Kia.  This was the first service needed and yet again NO LOANER (even though our previous interactions we were told we would be guaranteed a loaner) vehicle offered or provided.   However, we get phone calls asking if a LOANER was offered and if we were satisfied with the LOANER.   REALLY how disrespectful and poor customer experience.   

  
  

  The discount for the catalytic converter was for the poor QA and testing of repairs completed in the first attempt.   If this is the quality of repairs and QA process to expect for 8100$ that leaves a LOT to be desired.   Then to be told we can't assist you for 4 days, NOT because we couldn't get the car to the service team but by the CHOICE of Ray Skillman which was caused due to **** poor QA process which is NOT our fault but Ray Skillman's.    I'm sure you're going to say that this was due to the service department being closed on the weekend or other vehicles already being serviced.  Again, 8100$ repair with no priority given for the **** POOR service to begin with.   

  
  

  If the repairs had been completed the first time or had the car worked on the very same day we called and reported the check engine light coming back on I wouldn't have asked for any more compensation.    In fact I should have argued that since the repair was incomplete in the first place that any additional repairs be covered completely by Ray Skillman for their **** poor work and what would appear to be just a scam to get more money from a customer.  

  
  

  
  

  
  

  
  

  
  

  Regards,
  
  ***********************
  

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a 2020 *** ******* in January 2021 with ************** We traded this vehicle in August 2021 and notified the dealer of the trade in writing in September. We are due a Gap refund of roughly $800 and some change. Weve contact *** ******* about this issue and were referred back to Ray Skillman. Ray Skillman referred us back to *** *******, however *** ******* ****** Ray Skillman has yet to release the funds to them to be sent. Ive attempted to resolve this with Ray Skillman on several occasions and left a message for the ******* Manager and spoken to the secondary finance manager only to be told *** has to release the money to me. Again On 11/8 I called Ray Skillman and was told *** had to release the money to me, and then called *** and was told Ray Skillman has to send them the money first. This is the second time Ray Skillman has waited months to send money to *** for release to me. The last time took 9 months to get my refund. I would like to receive the money that I am owed for the refund on my ************* and I do not want to wait 9 months to get it. Ray Skillman ******* is not returning my calls at this point, which is fine, but I still want the money that is legally owed to me to be sent immediately.

  Business response

  11/23/2021

  This customer is waiting on a refund of GAP premiums.  In *******, the refund will come from Kia ******************** Please see the attached letter from Kia ******* to the customer.  If there are questions, the customer should reach out to Kia ******* directly at the numbers listed in the letter.  Please let me know if there are any additional questions.

  Customer response

  11/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have contacted Kia ******* and they have directed me back to you. Im getting the run around from Ray Skillman and Kia. 
  
  Regards,
  
  *******************************
  

*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. ↩