ComplaintsforRenn Kirby Automotive, LLC

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a car (BMW X2 2018) on 1/31/2024. Signed the contract 2 times because they said there was a mistake with the first one. Got a temporary tag with expiration date on 04/01/2024. Never got my permanent tag so I called the dealership and asked what was going on. I was told that they were behind on their process and would get me my permanent tag soon. So since my temporary tag was about to expire they went and sent me a second temporary tag with expiration date on 5/1/2024 which is about to expire. I called my DMV and asked if the dealership had started the process and was told that they were not able to process my permanent tag because there was a mistake with the documentation that the dealership sent to the dmv. Tried contacting the dealership probably around 40 times. No one wants to answer the phone or help me with my problem.

  Business response

  04/29/2024

  Thee reason there was a delay was due to customer also having a insurance violation.  When this happens it puts everything on hold until it is cleared up.  

  Customer response

  04/29/2024

  
  Complaint: 21624205
  
  I am rejecting this response because:
  There was never a violation on my insurance. The DMV in WV has explicitly told me that the dealership made a mistake when sending documents over.

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

  Business response

  05/09/2024

  This customer has received there tags.

  Customer response

  05/09/2024

  
  Better Business Bureau:
  
  I have resolved the problem with the local DMV and not with the help of the dealership. But yes, the problem was solved

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

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, We purchased a car from Renn Kirby Mitsubishi on 8/12/23 and worked with CLAY ********** (Salesman) and DUSTIN ***** (GM) Dustin promised us a second Subaru Key Fob as a contingent of the deal. We purchased the car and to this day still do not have the key that was promised. I even reached out to SEAN KIRBY on the other numerous issues with the purchase. The dealership was grossly disorganized forgot to have us sign important papers that once we received had to spend our time running around town getting them notarized and sent back. Then had an issue with the tires within 30 days of purchase and the GM DUSTIN was a real jerk about it. The car purchased is an AWD car and the tread depth was all jacked up around the car causing me to have to purchase 3 new tires. They did reimburse me for 2 of the 3 tires (WHICH WAS FAIR) now they are ignoring us on the key. Also when key promised I was told it would be an easy program at any Subaru dealership, but come to find out that will cost us over $100. This dealership is lying and deceiving people. ALL I WANT IS A WORKING KEY WE WERE PROMISED. If the working promised key isn't produced I will have no choice but to file a complaint with the attorney general of MD and follow that with any and every means availible to me to share this disgusting experience with as many people as possible. Treating people like this is not good.

  Business response

  10/30/2023

  In this case we did all we could to help Ryan.  When he came to the store to purchase we did lower our sales price and at the time of sale he requested a oil change and tire rotation. We also did tell him we would provide a key fob and as he stated we let him know he would need to have programmed at a local Subaru store since he lives a few states away.  Also I was contacted by Ryan about his tires.  They were not (jacked up) they passed Maryland state inspection.  They were two different brands.  When we had the vehicle in our shop 2 tires were wore and 2 were new.  The good years were already on the vehicle and we installed 2 delanti brand.  Ryan then ran over a nail and demanded that I replace 3 good year tires. We were nice enough to cover half of his cost even though we were not at fault for the nail.  He was even offered tire and wheel protection at time of sale and decline any additional coverage for his vehicle.   I was not a jerk at all and when I was contacted that he had not received a key yet I made sure that it was ordered the nice day.  I covered a cost for tires that were not damaged at time of sale nor was there any issues brought up about the tires until Ryan drove over a nail.  I have a very good history of customer service because I do care about my customers and sometimes things get missed such as ordering a key and I apologize for that.  But to continue to want more and more and to go online and tarnish my name and this business name is wrong.  We have done what we promised and went above and beyond.  Again lowered price at sale, did oil change and rotation at time of sale,  gave second key on used car and mentioned would need to be programmed.  Even on we owe we gave Ryan it states we will provided a (Key Fob), we covered half cost of 3 tires after Ryan ran over a nail.  At what point does this end?

  Customer response

  11/20/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID 20781201.  These guys work in a way that is just disgraceful.  Liars.  I finally got notice of the key fob ordered to my local Subaru dealer.  I will be picking up key this week.  Big problem is it took 3+ mo. Second issue is they agreed to provide a key in my opinion that means FUNCTIONAL KEY, however it doesn't.  Subaru quoted $180 to program the key something I was never told when I accepted this as part of the negotiation to purchase the car.  So I am not satisfied what so ever.  I spoke to my cousin a lawyer in Maryland and this is simple when the dealership offered the second key in the negotiation process that is a FUNCTIONAL key.  I really do not want to get a lawyer involved but if Dustin thinks I am going away before this key is made usable he is wrong.  I expect people to honor their word period.  Once I get the reimbursement to make the key fob functional only then will I consider this over.  So Dustin knows how to reach me if I do not hear from him he will be receiving a formal letter from my attorney.  

  Regards,

  **** ******

• Initial Complaint

  09/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2/24/2023 The Sales manager Dustin ***** gave verbal and written agreement that all weather (weather tech) floor mats for the interior of our new car would be sent to our home. Its been 7 months!! We have called him and our salesman Clay ********** and made them both aware of this problem many times.

  Business response

  10/10/2023

  we have sent the floor mats and also a extra cargo cover for our mistake

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