Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Kia ********* Upon delivery and driving off the lot, I heard some squeaking and rattling associated with the trunk closure and one of the third row seats (when in the upright position). I immediately voiced my concern. The dealer scheduled an appointment soon thereafter to correct the issue. They stated it was all corrected and fixed, only for me to drive off the lot and get home for the issues to arise again. I continued to complain and have them look at the issue to get it resolved. Sometimes they would return the vehicle stating they heard no such noise, only for me to take the vehicle and continue to hear the noise. Other times they would take a ride with me and verify that they hear the noise and will fix it. Then to continue to have the vehicle returned with the noises still present. I even most recently reached out to the manager of the dealership via their web site email page and was told that I would receive a call back to get the issue fixed. I have yet to hear back. The dealer has not been able to correct this issue for over a year. I have not been treated right as there were times where the service department would not even take my complaints seriously and push it back to me and say there was nothing else they could do. I would like the vehicle issues fixed.

  Customer Answer

  Date: 03/26/2024

  I purchased the vehicle in October of 2023. It does still have manufacturers bumper to bumper warranty. I last brought this in for this issue on December 21, 2023. I last received any communication from them on January 25, 2024 regarding this issue. I was told by a manager at the dealership that they would investigate this and get back to me. I have not heard anything since.

  Business Response

  Date: 04/17/2024

  The customer came in yesterday and went for a test drive with the manager and technician.  Two noises were found.  One has been fixed and they are working on the other one.  Customer is in a loaner vehicle.

  Customer Answer

  Date: 04/22/2024

   
  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. They were able to rectify the noise issue with both items in the vehicle. They have asked me to monitor things and let them know immediately if the noises arise again. They will work to fix it if it does come up again.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/19/23, we went to Wagner Kia to purchase a car a 2024 Sportage Ex AWD. We were told by the Edwin C********, General Sales Manager, that the price was $34,390 retail and we negotiated around this retail price in good faith and put down a 500.00 deposit. When we got home we realized that we never got a copy of the window sticker and requested that it be emailed to us. When the window sticker was sent to us on 10/20 from Joe D****, Sale Manger, we were shocked that the retail price was listed as 32, 390 and immediately emailed back to inquire about the $2000 difference, but never received a reply. When we called to speak with Mr. C******** about this, he said that we would speak about it when we came in. When we came in on 10/26/23 to speak with Mr. C********* and showed him the window sticker and why we were mislead about the price, he stated that its their profit and admitted that he didn't share this with us. When we stated that this would not work for us and we wanted to renegotiate based on the MSRP LISTED 32, 390, Edwin came back with another deal, but it wasn't going to work with us. When it was clear that we were not going to be able to reach an agreement and we requested our deposit back, Edwin told us "No and said good luck getting it back! When we requested to speak with the owner, he stated that he was the only one around and gave us a business card with the owner's name. We negotiated in good faith with Kia and truly wanted to purchase the EX but based on these actions ,we no longer have faith in Wagner Kia and see that their refusal to return our deposit is continuing in the same vein as stating the retail price was 2000 over the sticker ( 34,000). We signed in good faith, but Kia did not.

  Business Response

  Date: 10/27/2023

  On October 19th, 2023, ************** entered into a binding contract on a 2024 Kia Sportage.  The visit lasted well over 4 hours as all numbers were discussed and agreed upon. ************** was informed of the Dealer Adjustment of $2k over MSRP multiple times throughout the process.  As a local customer and a neighbor, we did agree on a $1,790 .discount off of the adjusted price of $34,390. 
  
  Seven (7) days after the initial visit and a $500 Nonrefundable Partial payment, as stated in the POS ************** requested to re-negotiate the deal to MSRP pricing which in good faith, we agreed to as to not lose their business over the remaining $210.
  

   

   

  Customer Answer

  Date: 10/30/2023

   
  Complaint: ********
  
  I am rejecting this response because: We spoke with the owner, Mr. W****** and we hope that he will follow through with what we spoke about Friday (10/27).

  Mr. C*********** should be reminded that we also spent  hours at the dealership and we aren't paid employees.  I believe this is his  job.

  When we called Mr. C******************* before we came in, why did he NOT state that we were told? What he did state was that we would discuss it when we came in. Summarizing again,  Mr. C***************** miss stated the retail price for the ******** as 34,390.  In good faith, we negotiated, the price, believing what Mr. C***************** stated was true and left a deposit  of $500. After receiving the sticker  from the dealership, we gained knowledge  that the retail price was 2000  less than stated.  Mr. C****************** refused to negotiate retail sticker price of 32, 390 and only wanted take off 210, which made it the price that we should of been originally negotiating. When we stated the offer was not acceptable to us,  Mr. C****************** refused to return our deposit. Its unfortunate that this situation has turned out as it has, I'm sure Mr. C******************* is a nice person, but his frustration made him behave badly towards Mr.W********************'s customers. We aren't only out our 500.00, but a vehicle that was desperately needed by our family.  

  We hope to speak with Mr. W******************** again this week regarding this situation. 

   

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

  Business Response

  Date: 11/09/2023

  BBB Spoke with the consumer and they advised that they received the $500 refund check from the business.

  Business Response

  Date: 11/16/2023

  The was issued a refund check approximately 2 weeks ago.  If he needs further assistance, please contact me. at this email address.

  Thank you

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2023 Kia Sorento from Wagner Kia. The P&L listed the vehicle as "new" at the time of the signing of the sale. A few davs later we started receiving "Certified preowned" membership cards in the mail from Kia with the same membership activation date of 2/15/2023 as listed on the P&L. We pulled the CarFax report to find that the car was sold on 2/15/2023 to us as a "certified pre owned" vehicle and the date also matched the same date we signed the P&L. When we approached the Wagner GSM Edwin C about the discrepancy he was very dismissive, tried to offer us a "wrap" warranty and stated it was better than a "new" factory warranty, and was trying to rush us off the phone and make the issue go away. When I requested money back from Wagner as they sold us a "certified pre owned" vehicle and not a "new" vehicle as stated on P&L he got defensive and stated that "by the letter of the law in MA the vehicle is a new vehicle as it was sold on 11/15 to a customer who walked away from the deal and that the vehicle was never titled which gave Wagner the right to retain that customers deposit and sell it as "new". P&L and the letters from Kia deem the car as "certified preowned". We filed a complaint with *** Corporate and have been advised to file a complaint with the AG as well as the BBB. We have many emails and documentation of Wagner trying to cover up this mistake to including Wagner calling CarFax to change the designation back to a "new" car. I tried uploading the P&L but the file was too big. I am happy to share via email or a thumb drive. The email on 5/18/2023 has a lot of detail thanks to my relative *** who is in the car industry. Wagner staff has been a nightmare to deal with. They have been very disrespectful, deceptive, and misleading right from the start with out giving any guidance to resolve this issue which they said was "impossible to do". It took ** chasing down *** Corporate who called Edwin 5/18/2023 for him to start "unwinding" the deal

  Customer Answer

  Date: 05/19/2023

  At the time of sale the vehicle was listed as "new" on the purchase and sale. 

  Shortly after the sale we started receiving notification that the "new" vehicle was actually "certified pre-owned" 

  Dealership refused to refund us any money as we paid 2k over sticker thinking we were buying a "new" car.  

  We are seeking compensation to off set the balance of "new" versus "used". 

  $2,000 for the amount we paid over sticker. $6,000  for depreciation. $2,000 for the time and effort we made to work with the dealership to be ethical over the past 3 months which fell on deaf ears. 

  The P&L is too large of a file to attached but I would be more than happy to mail a copy or drive a copy to your office. 

  Customer Answer

  Date: 05/22/2023

  That works for me. 

  We made multiple requests over a three month period to Wagner to fix the complaint but Wagner GSM said "it couldn't happen" because he couldn't "unwind" the deal. 

  We requested $45 for the three month of XM that comes with the purchase of a "new" vehicle with proof from Wagner that they "unwound" the deal and within the Kia portal that the vehicle is "new" in the eyes of Kia but that never happened and was told it couldn't happen by the GSM.

  My biggest issue is that the Wagner GSM knowingly sold us a "certified pre-owned" as "new" which is illegal in the letter of the law in the state of MA. 

  In order to "certify" a vehicle there is a process a dealership has to go through and that GSM sold us a used car when he 100% knew it was used and not "new". 

  We are also pursuing this issue with the AG in hopes that they pursue the issue further. 

  Thank you for your time! I am happy to download and share all correspondences we have via email with Wagner to help solidify our displeasure with Wagner. 

  Thanks,

  *********;

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

  Business Response

  Date: 06/08/2023

  We have worked with the customer, try to be flexible, and explained the vehicle was sold as a new car under the state law (1st owner on a CO with less than 100 miles).
  Because of the Kia RDR Program we provided additional certified warranty to consumer to provide equal or more warranty coverage.
  We also contacted Carfax and removed the Used Certified status from the vehicle.
  We have worked with Kia ******** ***; they fixed the warranty description internally which now reflect this customer as 1st owner and customer concerns are now at ease.
  
  ll us why here...

  Customer Answer

  Date: 06/08/2023

  Complaint: ************

  
  I am rejecting this response because:

  We have yet to receive formal notification from Wagner Kia or Kia Corp that the car's "new car warranty" has been reinstated back to the date of purchase, 2/15/2023.  

  I also want to know the date that Wagner Kia "certified" the vehicle as "pre owned" through the OEM's inspection and check list process, there has to be paperwork as to when that inspection took place to then change the vehicle status within the OEM's portal from "new / used" to "certified pre-owned", I want to see that documentation. 

  If Wagner Kia had the car inspected and certified as "pre owned" prior to when we bought the car on 2/15/2023, than at the time of the sale the car was not "new" based off of the OEM's portal and should never have been marketed or sold as "new". That was verified by *** corporate on 5/18/2023 when I called them to check on the status of the vehicle, I spoke with Hanna ************** # ******** on a recorded line. 

  If the car was in fact "new" why is Wagner Kia only able to offer us a "certified pre-owner" warranty on a "new" car. 

  I would like the documentation and the following questions answered:

  1) At the time of the sale on 2/15/2023 was the vehicle "new" or "certified pre-owned" in the eyes of Kia / OEM and CarFax?

  2) Please provide the date, with documentation as back up, when the vehicle received it's inspection to change it's status within the Kia portal to "certified pre-owned". 

  3) Why did we receive mail from Kia Corp that the car was "certified pre-owned" with a date starting for a "certified pre-owned warranty" matching the date we signed the purchase and sale (P&L) of 2/15/2023? 

  The status of the vehicle in the eye's of the ********************** is irrelevant as mentioned in previous communication coming from myself and my relative *********************** who has been our consultant regarding this issue and has been in the Auto Industry in Edwin's same position (GSM) and higher (GM). 

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

  Business Response

  Date: 06/14/2023

  Please find attached a formal notification on the Warranty Coverage details showing ************************* as the First owner of the 2023 Kia Sorento *****************.

  Please note as requested by the customer the "new car warranty has been reinstated by Kia to the purchase date of 15^th of February, 2023. The Certified Warranty (CPO) was replaced and canceled on the same date. As stated, before ******************* Purchased a NEW UNTITLED vehicle from Wagner Kia as a 1^st owner with less than 100 miles. Once again this satisfies the customers request on the warranty label. 

   

  Thank you,

   

   

   

  *****************************
  General Sales Manager

  Customer Answer

  Date: 06/16/2023

  Complaint: **************

  I am rejecting this response because:

  I received a call from Mark W today. 

  Mark is going to review with the GM Joe C Monday 6/19 and give me a call back. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/17/2023

  BBB spoke directly with the consumer and he advised that he has been in touch with Mark W and his issue has been resolved with the business.  

  Customer Answer

  Date: 07/17/2023

   
  Better Business Bureau:
  
  Mark W called me on 7/17/2023 at 10:43am. 

  He offered to take our current vehicle back and replace it with a new vehicle. 

  If Mark W does not deliver on the promise I'll be in contact with BBB and reopen the case. 

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