ComplaintsforPremier Kia of Kenner

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/4/2023 me and my wife bought a 2011 ****** Prius for $6,425.00, which was on Labor Day weekend. We could not get our mechanic to come look at it, but we asked if there were any nonconformities, defects or malfunctions that would greatly affect the market value and substantially the use of the motor vehicle, and Premiere **** particularly our sales rep ****** disclosed no noncomformities. Under Louisiana Rev. ***** ***. 51:1941 et seq., they are required to disclose such nonconformities, otherwise repair or replace the ***** few days after driving off the lot, the battery of the car would not charge. This is an electric vehicle and cannot be operated without its battery working. The two mechanics we consulted said it is a very, very old battery and completely needs to be replaced. The battery cost a minimum of 3000, even from Premier themselves.On returning to Premier **** they refused to replace or repair the car for free, even though the nonconformity of a $3000 new battery replacement substantially affected its market value and ability to be used.The business said they can do nothing to do to repair the vehicle, and let us know we'd have to pay the $3000. Seeing that Premier also owns the only dealer around that can work with this battery, we ended up having to make the repair through THE SAME COMPANY THAT SOLD US THE ****** This is egregious.The company assured us the car was not a lemon, then sold us a lemon, then did not assist in repairing the lemon. This is unfair business practices in the state of *********, and it is bad customer service.Our salesman, ****** hid from us when we returned with questions about the vehicle's state, and the manager was very rude to my wife when she came to ask about repairs. If this is posted publicly; do not work with Premier. They are scammy.

  Business response

  07/15/2024

  ******

  Our records indicate no appointment was set  or serviced here at the dealership after the sale. Customer also test drove the vehicle and purchased the vehicle AS IS FOR PARTS ONLY and it was disclosed on the buyer's guide 3 times and on the WE OWE once. He will see on his purchase order where we collected no sales tax because of the as is  parts only sale. 

   

  Sincerely,

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

  Premier Automotive Corporate

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car sustained flood damage on April 10. ***** had my car towed to the service department of this dealership for an estimate as well as to complete the repairs. The dealership has been stringing me along without completing any repairs at projected times. Flash forward to last Thursday, I called the service technician and they told me my car would be ready on monday (today). I called back the next day (friday) and they asked me to complete a survey in exchange for 2 free oil changes. Today I started calling the dealership at 800am and left 2 messages after 10 calls and got no call back. At 1pm, finally got someone answered the phone and told me that the parts were "just received on today" and that it would be "a few days" until it was ready. I text messaged the mechanic directly and he told me something different than what the person on the phone dide. They promised to call back after talking to the manager. They did not call back. I want them to complete the job and give me my car bc I have run out of rental and have to pay out of pocket for them just to just act in bad faith and tell me any fake story while they do nothing.

  Business response

  06/24/2024

  ******

  The challenge we ran in to with this repair was the insurance company approved a LKQ engine but not a turbo charger, so after the engine was replaced, we had to call in a supplement for the turbo and of coarse wait for the part to arrive and get it installed whereas the part took some time to arrive. However, the car has been completed and the customer has possession. In addition, the service writer who handled the repair order is no longer with the company.

  Should you need any additional information please advise.

   

  Sincerely,

  *************************, Premier Automotive Corporate

• Initial Complaint

  11/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife took her car to premier *** for a recall. Upon receiving the car back a dent was noticed on the hood. The same day we called and the manager was to call us back, he never did. The next day (Saturday) we called again and no one called us back. Finally Monday we called and spoke to manager and he stated he would call us back. 2 days later he called and said surveillance showed no damage to the car and offered for us to view the footage, when we agreed to see the footage the manager stopped communicating. I have several emails to the manager that have gone unanswered. I even contacted *** cooperation and was told the district manager would call us.. no one has ever called us back to rectify this issue. Everytime we call *** we are told someone will call us back and no one ever does. My wife has emailed several managers and supervisors at *** only to get no response. My wife now has a dent in her hood that wasnt there before and *** is avoiding taking responsibility

  Business response

  02/26/2024

   ******

  The customer came in for a recall only, which was just a computer update. We did not open the hood when the recall was performed,  the Service Manager reviewed the cameras from the time the customer pulled on our lot until the time it left, and did not see any damage at all on the vehicle. The Service Manager called the customer back and told them we did not see any of the damage that they sent pictures of. The customer then stated they would review their cameras and get back to me. They never once said they wanted to come review our cameras therefore we did not save the footage.  This is the one and only time this vehicle has ever been in our service department. Please let me know if you need anymore information from me on this matter. 
  
  Thanks,

  *************************, Premier Corporate 

  Customer response

  02/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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.]
  Are they really seriously saying they never were never informed that we wanted to see the footage? I have several emails attached above to ********************* stating we would like to view the cameras and never got a response from him!!! Why? ** they never had any footage to begin with! How could they say this was the first time I brought my car there when they changed my intake manifold there the year prior. Just a bunch of liars 
  Regards,
  
  ***************************
  
   
  

  Business response

  03/11/2024

  ******,

   Premier Kia of Kenner stands in it's previous response.

   

  Sincerely,

  *************************,Premier Automotive Management

• Initial Complaint

  11/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This are advertising a credit pre qualification with no impact to credit score. Yet, this is not true. On the website it says it wont impact score, they even have a video that says it, but then they make you check a box and claim that allows them to run your credit score.. so it does impact your score. Beyond the first page there is a second step and it asks you ether if you want to submit to lenders or just keep internal, so it wont impact score, yet again, it does. Turns out, they dont actually prequalify you at all. While some companies (like *********** and ******) can run a pre qualification using a soft pull that doesnt impact credit. Premier claims that there is no such thing as a soft pull and that they can run it as many times as they want. They refuse to change the messaging on the website and 1) are not actually doing a real pre qualification, they are just using it to get people to submit info so they can get them in the sales pipeline and 2) its a bait and switch tactic that is illegal and violates lending/credit laws. When I told them that I already had financing and did not want them to run my credit and showed them the numerous pages the site says it wont impact my score, they told me that if I didnt like the business model to go elsewhere and stated they could legally run my credit as many times as they wanted despite the fact that all the materials says it doesnt impact score. They also refused to change this on the website or to change their practices. Further, I have dealt with premiere in the past and they have run my credit numerous times even after (sometimes with same company) I had a signed car deal and changed out my financing agreements without my approval. These guys engage in unethical and illegal financing, sales, and reporting practices. they also refused to correct the my credit report or to stop doing this to people. They say they can do what they want - This needs to stop ************************************************************

  Business response

  01/04/2024

  ******,

  The consumer did submit an application thru our website, and it did disclose that she was allowing us to pull her credit and submit for financing and bank approval.  There is a video on the same page that states we can check your score without affecting your credit , however there is an option to also click the submit button to allow us to pull credit for financing and when you do there is a disclosure advising by clicking the submit button that you are allowing that and it will affect credit. Premier apologizes for any confusion. We have relayed the information to Marketing and Management and advised they look in to alternate options as to avoid any misunderstandings.

   

  Sincerely,

  *************************, Premier Automotive Management

  Customer response

  01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  
  In several places the marketing materials specifically state that the prequalification will have no impact to the consumers credit score. This appears on the page when you get there UNDER THE RED BANNER IN A WRITTEN STATEMENT, as well as on the video, on the link that leads to that page, and after. Then when you input your info and get to the bottom when you submit the form, it does not say it is a hard pull. It does say they are accessing your report and reviewing it or sharing it, but it does not specifically say it will have an impact on your credit score. EVEN IF IT DID state that they were doing a hard pull at the bottom of the page, it would contradict multiple previous statements that it doesnt not, which is problematic art best.

   Many companies, like *********** and Carmax, are currently able to access consumer credit via a soft pull which does not have an impact on credit score. This is not what Premiere is doing. This is what Premiere is SAYING they are doing in order to remain competitive with others in the market. But it is not true. The only statement in writing on the pages of their websites in regards to credit score is a statement that specifically says in multiple locations on that webpage that it WILL NOT impact your credit score. Therefor, it is reasonable that a a consumer would think there is no impact to credit score as was previously stated on the same page in multiple locations. It is intentionally misleading language that is part of the sales pipeline which violates fair credit and consumer information laws.

  Premiere has admitted that they dont actually provide any pre qualification services or even do soft pulls AT ALL on credit as many other dealerships currently do. They admitted they ONLY pull they do is a hard pull which does impact your credit score. When this was brought to their attention they replied by telling me that as long as I checked that little box they could run my credit as much as they wanted and send it to other companies who would also run the credit and that there was nothing I could do about it. I was also told if I didnt like their lending practices I could go elsewhere but they werent going to change it.  

  ALL LANGUAGE ABOUT NO IMPACT TO CREDIT SCORE FOR PREQUALIFICATION needs to be IMMEDIATELY removed. They also need to notify consumers that they will be doing a hard pull on credit which WILL impact credit score, and that by circulating it to multiple lenders it may result in MULTIPLE hits to a consumers credit score. Claiming that the application does not impact your credit score is a flat out  intentional lie and predatory lending practice KNOWINGLY utilized by this company. This is intentional and is only 1 away in which premiere engages in unfair lending practices.  

  Other unfair lending practices we have compiled proof of include the following:

   1) Running the credit multiple times over multiple days with an unlimited amount of companies while telling customers it will only count as one hit on their credit report, even though they ran the credit over 12 times in art least one situation that spanned more than four days of inquiries (some resubmitted to the same lender multiple. times).

   2) Agreeing to a contract with a client, and then having the customer return several days later to fix something on the lending documents which results in a change of terms to the original agreement without disclosing the changes openly and honestly to the consumer.

  3) Continuing to shop the credit to additional lenders after a sales contract has been signed and then amending the contract in the dealerships favor after the sale. 

  4) Asking someone to submit info with no impact to credit score, then running the credit anyway, which becomes aa pressured sales tactic since the consumer is less likely to go to another dealership after their credit score has already taken a negative hit. 

  5) Not informing consumers on the impact of running a credit application. 

  ...and thats just the tip of the iceberg.

  I have multiple consumers and even previous staff who are willing to attest to these practices. We are just about ready to involve the ********** of ******* and file a class action lawsuit in the matter. Their legal team and management has refused to return phone calls or address these matters for years. 

  I have a letter from the previous owner apologizing for some of these same things nearly a DECADE ago. This is nothing new for Premier. This is part of a predatory sales pipeline that ***** hundreds of people in our community every month which has impacted many thousands of people over the years. This must stop.

  These changes have not been made and need to be. I am not the only person complaining. 

  At this point , if Premier dealerships do not change all language regarding their lending practices to something that clearly educates the consumer on the impact their lending inquiries will have on the consumer, specifically related to this complaint, or alternatively provide a soft pull credit solution with language modifications within 30 days from the date of this letter, January, 5, 2024,then we will be forced. to take further actions.

  These actions include asking that they provide a multichannel marketing campaign which includes consumer/advertising outreach over the next year to the general public via press releases, digital and print communications tactics which educate the consumers on their actual lending practices for no less than a period of one year upon acceptable resolution of this matter. The amount of that communications campaign should be determined as a % of overall sales from the least five years and a % of marketing dollars currently spent driving consumers to this specific webpage since its launch.

  It will also include a request for lists of consumers who filled. out these application, surveying of the consumers who filled it out by a third party. and damages where applicable. 

  Premiere is knowingly engaged in and admits to predatory lending practices which not only harm the consumer it limits their ability to shop elsewhere for fear of additional credit inquiries which are damaging to the consumers credit profile overall, and can impact their lives for years to come. 

  To do this while claiming otherwise is unacceptable. 

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

  
  

  Business response

  01/09/2024

  ******

  Premier Automotive stands in its previous response.

  Sincerely,

  *************************, Premier Automotive Corporate

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I leased a **** Kia ********* on 8/31/2023. I traded in my 2017 ****** Murano. It is now over a month later and my finance account has still not been created which I have now surpassed the due date for my first payment which can not be made due to there being no account created. I have called and spoke with the finance manager(who laughs at me) and he tells me I can make my first payment to the dealership. I called Kia ******* of America to make sure this was valid before paying the dealership my first payment and they instructed me to NOT do this and file a complaint with BBB. Also, since my account has still not been processed they have not paid off my ****** Murano which now has a late payment on and will affect MY credit, not theirs.

  Business response

  12/06/2023

  ******,

  The purchase is in ****** Tassins name and it was sold on 08/31/23. *** had to resign the customer which initially caused delays of processing the paperwork including the trade payoff. However the payoff to *********** was sent and the trade vehicle is paid off. The consumer should also be able to make their first payment on line directly to the lienholder.

  Please let me know if you need additional information.

   

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

  Premier Corporate

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On last Friday I was trying to get a car from the premier of Kia ********** in Kenner ********* I put a $400 deposit down to hold the car and I need that money back because I'm in a bad situation right now and I can't get anything done without this money I tried contacting the sales person and he unfortunately got coded I talked to the general manager and he got an attitude and told me that the *** wouldn't be concerned about a $400 deposit

  Business response

  12/07/2023

  ******,

   

  I have alerted the General Manager, *********************, and the consumer will be refunded. Please have him contact him via telephone or email *************************************

   

  Sincerely,

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

  Premier Automotive Corporate

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in ********* visiting my parents when my engine on my *** started making some clicking noise. So I called and made appointment with ***. My car was towed to *** at *********************************************************************, ********* ***** in April 2023 . I called for 2 weeks straight trying to find out about my car. *********** representative kept saying there is no car under my name at the ***. My mom had to go to the *********** Center to find out where my car was. When she gets there, they tell there is no car under my name. Then ***, the *********** representative, asked for the **** I gave her the *** and she found the car after 2 weeks of asking. She said my engine was the problem and she a new engine was ordered. My mom gave *** my correct name and contact information so they can call when the car is ready. The car was ready at the end of May 2023. I finally drive the car home and my car shuts down completely and would not start. I took my car to Precision Auto Repair and the gentleman, ***** says he will not work on my car because *** messed the timing belt and some other stuff on the car. I called my mom to go back to the *** in Kenner, ********* and she goes in there and the Service Representative says I dont know what to do and I should wait for the Service Manager to come in this afternoon. This is the ************* ever from a ***!

  Business response

  06/19/2023

  PLEASE SEE BELOW RESPONSE FROM THE SERVICE MANAGER, ***********************,  AT OUR KIA ********** -

   

  I spoke with the consumer on Tuesday. Initially this was dropped off after hours at night in drop box that was towed in with no information or phone number, the drop box envelope said check motor clicking with the vin # and no additional information.

  The Service Writer, *** located the car by pressing the panic button in the parking lot, wrote the car up by the name that came up after entering the vin. We had no idea that she had a co-signer, and she was the actual owner not the name that was in the system. ( The repair order was under *********************** name) So when the customer called, we did not show a *********************** so of course we had no information to give her.

  Her mom came up here and located the car and and explained to which then everything made sense. We pushed the vehicle in the shop and started the process to get the engine covered and ordered. Once the engine arrived, we installed it and called her for pick up. When the mom arrived to pick up the car she came right back and said the A/C was not working and it must be something we did. It was almost 7:00pm and all techs were gone so I went out and looked at it myself and discovered it was low on freon, I explained to the customer that we do not open the A/C system up and it is not related to the engine replacement, but in the interest of goodwill I had her leave the car until the next morning and charged the A/C for her at no charge.

  The customer picked up and was on her way back to *****. That was almost a month ago. Tuesday, the customer came in my office and put me on the phone with an aftermarket shop in ***** and the tech explained to me that there was a wrong pulley on the water pump and eventually chewed up the timing belt. (they meant drive belt I am assuming because the car is equipped with a chain not a belt) The pulley was not the correct pulley, but it was installed by *** when they remanufactured the engine. We have not run across this issue before. After looking at the pictures that she had with the defect and I realized it was not actually an error on our part, I explained to her she had a nation-wide warranty and could bring it to the closest *** ****** to her. I even googled the daughters location and found the ****** she needed to visit, then gave her instructions to call the ****** and explain the issue and if she had any issues at all to call my cell number that I provided her with. I did not hear back from her or her daughter, so I assumed it was being repaired and there were no other issues.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 **** Edge from Premier Kia of Kenner on September 25, 2021 and on April 7, 2023 the engine went out. I looked at my paperwork and I found out I supposed to have their Powertrain Warranty Coverage at no extra charge to me. In which the finance manager, service manager and a car salesman (which is not the person whos name is on my paperwork) told me that this warranty is only for newer cars and Im trying to figure out if this warranty is only for newer cars why was it given to me and I signed it. They dont want to honor this warranty. I keep getting the runaround and they is not returning my phone calls nor when I go to the dealership they dont have time to talk to me. Can someone help me out with this issue or point me in the right direction to speak to someone who can help me out with this problem.

  Business response

  06/07/2023

   In reviewing the documents with the General Manager, all the paperwork states as is no warranty on **************** purchase. There is a menu where we also presented extended warranties and the consumer declined the coverage. The paperwork she has is the lifetime warranty signed only by her and no other manager. This is not a binding contract . 

  Should you need any additional information please contact me at your convenience.

  *************************, Premier Automotive Management

   

  Customer response

  06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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.]
  I have signed paperwork stating that my vehicle is covered under their powertrain warranty in which they dont want to honor. I have included a photos of the paperwork that Im referring to.
  Regards,
  
  ***********************
  
   
  

  Business response

  06/07/2023

  Premier *** understands there is a copy of the warranty with the consumers signature but you will see in her provided copy there is no signature from the selling dealer as it was not included in her purchase. She was not charged for it and it was not included or processed. Should you need any additional information please contact me at your convenience.

  *************************, Premier Automotive Corporate

  Customer response

  06/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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.]
  So is it my fault that it wasnt signed neither processed 
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a new car here memorial day weekend 2021. One of its keys was missing, and we were promised a new key as part of the sale. We handed in the paperwork to get the new key immediately (they didn't give us a copy) and then never called us back with the key.We followed up with them every time we got the car serviced, and just never got a call about the key like we were told we'd get. Finally, today they told us "we waited too long" and they would not honor the original agreement that we'd have 2 keys as part of the original sale.

  Business response

  01/04/2023

  ******

  In reviewing the paperwork for any type of due slip or document showing another key is owed to the customer, I did not find one. The due slip documentation is normally honored for 30 days after the sale. It has been in excess of a year. However we don't show a due slip from the sale regardless.  Premier apologizes for the consumer's dissatisfaction but in following proper procedure we show nothing is due from the sale in May 2021. Should you need any additional information, please contact me at your convenience.

   

  Sincerely

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

  Premier Automotive Corporate

  Customer response

  01/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Clearly the original due slip we turned in the same week of the purchase got lost. This is likely why the key wasn't made in the first place. We didn't think to make our own copy of the slip, nor was one provided by the front desk when we turned it in. I understand that makes my claim unverifiable, but does not make me less upset at the situation.
  
  Regards,
  
  ***************************
  
   
  

  Business response

  01/05/2023

  ******

  Premier stands in its previous response.

   

  Sincerely

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

  Premier Automotive Corporate

• Initial Complaint

  10/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It's been a month now and I haven't got my license plate yet. They said it might take longer for it to come in. I need to know when my plate is going be in and I can't wait forever on this. I don't feel like change my temp tag every 5 days

  Business response

  11/14/2022

  ******

  This vehicle is registered to *************************** and has been ready for pick up at front receptionist desk at the dealership if the consumer ha not already done so.

   

  Sincerely,

  *************************, Premier Automotive Management

*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. ↩