ComplaintsforHagerstown Kia/Honda

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was knowingly charged for a maintenance package knowing I lived over 2 hours away and would NEVER use their service center. I called Jacob the so called GSM of the store and all he could tell me was that Ethos was a "good warranty" and can be used anywhere. This isn't true since there is a tie-back to the dealership. Then they listed on my law contract that I had an Ethos VSC which I do not. upon calling Ethos, it was actually Honda Care that I bought which I prefer since it is a much better warranty and one I can take to any Honda dealership. This dealership is a complete ripoff and if I had to do it all again......I wouldn't.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/11/17) */ The maintenance contract was cancelled yesterday after our call and a refund was mailed. Consumer Response /* (2000, 7, 2021/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The motor in our car was replaced around 30,000 miles ago and now the same issue is happening again. They refuse to stand behind any of their work and they are extremely rude and disrespectful. I have had enough of this establishment. Please help.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2021/10/14) */ Our service center replaced the engine of this 2012 KIA Forte under warranty in September of 2018. At the time the vehicle had roughly 64,000 miles. This vehicle was not sold here nor had ever been here for an oil change or any other manufacturer recommended service. The engine replacement was completed by a factory trained technician and it operated within factory specifications when completed. Three years and 30,000 later, and not one maintenance visit, the owner brings the vehicle in to be looked at for a possible engine issue. The vehicle passed all engine tests and all warrantied items functioned as per manufacturer guidelines. When this information given to the owner they became noticeably upset and began to verbally abuse our staff. After the owner became aggressive and began to use profanity towards the service advisor and manager he was asked not to return. We take pride in taking care of our customers and we will do everything possible to help with their ownership experience. However, we do ask that our valued staff/family be treated with respect during the process. Thank you. Consumer Response /* (3000, 7, 2021/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) No where, anywhere is it stated that the car must be maintained through this company. I change the oil in my vehicles religiously, not everyone is a lazy idiot who relies on a shop to do there work. Also why was the motor that was out in my vehicle not warranted? Why was it missing parts? Why did it have parts from different engines on it? Why is the warranty tag removed from the motor? All of these things are very sketchy, my mechanic said he has never seen as shady of dealings as we have had with this establishment. I am not satisfied with that response my car needs fixed and I will be pursuing legal action unless this is resolved ASAP. Also as far as the "verbal abuse" if the staff at this location weren't so poorly trained it would be much easier to keep composed, the service manager Matt I do believe it was is the most condescending, rude person I have ever had the displeasure of conversing with. Business Response /* (4000, 9, 2021/10/20) */ This vehicles replacement engine was provided to us by the warranty company so we cannot control any placement of tags/stickers or if any of these types of labels are missing. We can assure you that no parts were missing at the time of replacement, three years and 30,000 miles ago. This would be required for us to be compensated through the warranty process for completing the work. As for the warranty on the replaced items, that follows the vin of the vehicle and not a tag or sticker on those items. The result of your vehicles most recent evaluation was that it passed all warrantied specifications. This doesn't mean that there aren't items that may need repaired or serviced it means that these items are not covered under the warranty. AS to the owner doing their own oil changes, providing maintenance history (proof of oil changes or receipts of oil and oil filters as well as proof of other required services) is a manufacturer policy for them to cover any items inside or outside of the vehicles warranty. Because the owner never did services at our facility we cannot speak for what services may or may not have been done on the vehicle. Only that none of them were done at our service center and when the owner was asked they were unable to provide receipts of those services. This is important because if customer can produce proof that all services were completed KIA Motors has been known to sometimes "Goodwill" certain repairs. Unfortunately without out this proof of service we are not able to pursue this.

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