Complaints

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2021 **** q5 from the koons dealership on February 26, 2024 with 49066 miles on the vehicle at the time of purchase. As of July 16, 2024 the vehicle has 52623 miles on the vehicle and I have experienced transmission issues. The vehicle does not drive out of 2nd gear, the steering wheel shakes when turning and the car stops stops suddenly and without warning while driving. I a, 7 ,o the pregnant and this is a major safety concern for myself and my unborn child. I took my vehicle to koons and they said they cannot help because they do not have the tools to fix an ****. This raises red flags for me due to the car being sold from a dealership who is not equipped to support any problems. This reality makes me question the initial inspection of the vehicle and how thorough the inspection was from the beginning. I am at the point where I need to purchase am entirely new vehicle due to the lackluster inspection and lack of due diligence from koons when properly selling vehicles. My goal is to come to an agreement about the car or have koons buy the defective car back

  Business response

  07/17/2024

  We warranty every vehicle we sell for 30 days or 1,000 miles on all Maryland State Inspection items.  Ms. **** has an extended service plan that is good at any **** store in the U.S., covering her vehicle for 24 months or 24,000 miles - whichever occurs first - with a $250 deductible.  A vehicle's transmission or engine can fail, even on brand new vehicles with less than 100 miles on them.  When that happens, the repair is covered by the manufacturer's warranty.  This is why we sell extended service plans, and fortunately Ms. **** purchased a vehicle service plan to protect her investment.  

  We cannot take a vehicle back almost 5 months of its delivery date.  My recommendation is that Ms. **** gets the vehicle towed to a local **** store for repair.  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 28th I purchased a used 2012 Honda Civic. The company never supplied me with the title to my vehicle. I have now moved to Virginia and need the title to acquire my new tags. The MVA sent me a letter explaining that they couldn’t generate a title for me as Koons hadn’t sent them the most recent title. I have called Koons over 15 times asking them to resolve the situation. I’ve even spoken to Shanti on 7/20, who assured me they would take care of it. Its been over a month and a half since that call, and I have gotten no closer to getting my title. Now the Customer Service Manager is refusing to answer or respond to my call. I was able to contact Shanti once again on 9/27, and was told they would reach out to me in 15 minutes while they looked into it. They never reached back out, and did not answer any of the three calls I made to them.

  Business response

  09/28/2023

  This account is Koons Volvo Cars of White Marsh. This buyer purchased their vehicle at Koons Kia of Owings Mills. These are two separate entities. I have spoken to the people at the Owings Mills location. They also have an open BBB Case from this person and are working through it. Please close.

  Business response

  09/28/2023

  Left a message for the customer - tag and title will be completed in or around 10 business days.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is regarding a recall (06/2022) on a 2015 Kia Cadenza for front windshield looseness. 08/2022 parts were ordered. Many conversations were had with Kia of Owings Mills inquiring when the vehicle would be fixed. The result was the parts were on order. 09/2022 I took the Kia to a different Authorized Kia Dealership for an oil change and inquired if they could fix the recall. That location checked to see what they could do and stated the system shows the service completed so I just had to go back to get any corrections done there. I stated the work was never done. Additional conversations with Owings Mill produced no success. 12/2022 The vehicle was in a garage to sit for repair. Rain entering the vehicle become so severe until safety was a demand. 02/2023 the vehicle was in running order but was towed to Owings Mills for action. The safety issues of mold and the smell of electrical burning were stated and requested to be inspected and corrected as they wait for the parts to fix the recall. 5 days later the recall was completed. However, the safety checks required an RO which to date has not been processed. Yet, 3/10/22 I was called and told a shorted out alternator was the problem and was 1429.53 to fix and they could take payments if needed. I asked about the safety issues. I heard a quick conversation in the background and those complaints were stated to have been done. I asked for a report showing safety checks that resulted in their find which to dated-not received. 3/15/22 I came in to address the issues in person. 3/16/22 I returned Kia’s loaner. I attempted to sort all details and correct the language of the paperwork. The Cadenza now has no power and was towed to a business to check the alternator and was reported working and the only problem was a “fuse was blown possibly from jump starting vehicle backwards”. I sorted paperwork (2 different work orders which was 1 job) I now see this is to appear as the recall completed. This Kia is not safe to drive.

  Business response

  03/23/2023

  Emailed and left message for customer to resolve

  Customer response

  03/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Mr ******

       I prefer your proposed resolution to this claim be addressed through the BBB complaint process. All future communication can be completed in this manner. I am forwarding this to the BBB. 

       Thank you for handling the issue through this resource. 

  
  Sincerely,
  
  **** *****

  Business response

  03/29/2023

  ****,

  I'm willing to check the car over for mold and the burning smell you stated in your complaint and of course at no charge.  We're not mold experts however and I'm not sure if we'd be able to identify any potential damage so I'd suggest letting us outsource that part of it.  Let me know when you'd like to schedule something up.

  Thanks,

  Ron

  Customer response

  03/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  Hello **** 

       This is in detail what I want from Kia. I believe it is reasonable and fair. I know you cannot enforce anything. I just want this as a part of the file. While we wait for their suggested resolution.        

       Reimbursement for having the alternator checked. A tow from my home (where the vehicle is located to the shop it will be fixed). As well as paid transportation to pick up vehicle upon completion. Request the vehicle be taken to an authorized dealer other than Koon’s Kia of Owings Mills and physically inspected for (and cleaned) of mold. All interior and exterior wiring checked for damage and replaced. The car inspected and restored to working order this includes finish fixing the other recall with parts that were ordered through Koon’s Kia of Owings Mills dealership to include any attachments or adjacent parts needed. Thoroughly clean and detail the car. And provide the completed documentation of all work done. Then I am asking for this work to be checked by another authorized company for my safety (if work must be completed through Koon’s Kia of Owings Mills). And have all of this done with no charge to the owner or myself. 

       All of this is to ensure we have closed out our dealings completely from this one incident.

  Thank you again for your assistance.

  **** ***** 

  
  Sincerely,
  
  **** *****

  Business response

  04/03/2023

  1. Reimbursement for having alternator checked - The alternator tested low, 4-5 volts less than what it should be.  We feel that replacing the battery and terminal fuse(which looks like ********* **** completed last month based on documents provided) is a temporary fix.  I don't feel a reimbursement is fair.  Has the car stopped running again?

  2. Mold - we visually inspected the vehicle for mold previously and did not see any evidence of mold - I'm willing to have a water/mold company come out and do a more thorough search which we will pay for.  If mold is found however, this will not be at Koons Kia's fault - this will be an issue that customer will have to address with the manufacturer themselves as it would be related to the manufacturers recall. 

  3. Wiring - We have already visually inspected wires and found none damaged or melted.

  4. We have already ordered the other recall parts, since we ordered the part we would have to be the service center that does the work.  If you'd like I can cancel the order and customer can re-order parts with another Kia dealer and have them installed there.

  5. Detail - I will detail the car at free of charge.

  Let me know how you'd like to proceed.

  Customer response

  04/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1.Reimbursement for having alternator checked – I went to ********* **** to verify I needed an alternator (like I was told by your dealership). This was covered under a warranty I had and since it was not the alternator, I had a choice to pay for the damaged battery and terminal or a diagnostic service. I paid for a diagnostic service which did not show any problem with the alternator. When the vehicle was sent to Kia (February 16, 2023) both the car remote and vehicle worked. When I went to pick up the vehicle (March 16, 2023) neither the remote nor the vehicle were operational and no measures have been taken to correct this as safety is still a concern regarding mold and likely damaged wiring due to the excessive water that entered and pooled in the vehicle during the loose windshield recall, untimely repair of said recall, and uncontrollable weather conditions. I still request reimbursement for the alternator check documented as a diagnostic service. 

  
  

  2.Mold – Yes, I would like your dealership to get and pay for a water/mold company to come do a more thorough search as this service was originally requested and I was assured it was going to be done.

       If mold is found, I will request Koons Kia pay because of the inadequate handling of the recall service. The handling of repairing the loose windshield has taken well over one year (this was months prior to the recall being issued). The communication between your dealership was less than adequate when explaining why the windshield and later official recall was not completed. Documentation of two different orders for the windshield and parts were made. Misinformation as to the status of the repair parts were given. Information stating the recall was completed or fixed was noted on this vehicle. Several attempts to work with both your Corporate office and your dealership were made with no resolve to this simple recall. And finally, after months with no assistance and then the torrential rains, the vehicle was waterlogged and thereby towed to your location. 

  
  

  3.Wiring-a physical check of the wiring was also one of the original request made on February 16, 2023 due to the excessive amount of water that entered the vehicle through the top of the loose windshield. One of the areas the water ran into was the rear view mirror. A thorough check of the wiring was also requested which required removing panels. This is still a request I would like completed. 

  
  

  4.Additional recall- because of the constant contradictions in the information provided throughout this process, I would like to get the molding and wiring services completed first, then revisit the specifics of the other recall.

  
  

  Detail – I would like the car detailed after the mold and wiring is checked, and detailed again if the other recall is done with your location.  I was already assured in the second service invoice write-up “part 2” dated March 7-16, 2023  that your dealership would detail the vehicle, because the vehicle was returned to me dirty inside and out. I was told because the vehicle did not work, it could not be cleaned. 

  
  
  Sincerely,
  
  **** *****

  Business response

  04/20/2023

  Better Business Bureau:

  I will check her car for mold, check the wiring, have it detailed as requested.  Can the customer please call me to set up

  I would like to reject the offer of Mediation for complaint ID ********.

  Thank you.

  Business response

  11/23/2024

  Hello.  I'm the new GM a Koons Kia.  If there still a pending issue with your vehicle, please call me at ************ and we will address it with our service department.  Thank you.

  Dennis K********

• Initial Complaint

  01/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my *** 2022 Telluride on July 16, 2022. *** stated that they give military discounts in the amount of ****** to military personnel. The sales agent and I filled out the paperwork for the discount to be applied towards the coast of the vehicle. Upon final paperwork and payment I was told that I would have to pay the additional ****** out of my pocket and that I would be reimburse. I have made several attempts reaching out to the *** of Koons Kia of Owings Mills ***********************************, Owings Mills, ** ***** and customer service and I'm still getting the run around.All I'm asking for, is what is due to me and that is the ******.

  Business response

  01/09/2023

  ************** was reimbursed the $300 on 01/09/2023

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2014 Kia Soul Feb 2022. Engine went up May 2022. Took to Koa for service. Koa offered 150.00 for car. Had extended warranty, couldn't use due to multiple recalls. Kia took over 2 months to determine if recalls would cover repairs. Lia spas recalls would cover repairs July 10, 2022. Still solid not give me a date car would be completed. Refused to give me a loaner, refused rental reimbursement. I'm out 2000 in Uber for work. Kia tells me my cost will be 2100 after stating recall would cover repairs. Contacted Kia national customer Service July 20. Didn't receive a call back until 29 July 2022. Customer service rep stated that he'd call back Monday Aug 1 with information about Uber reimbursement and other financial assistance. He never called back. Called him Tuesday, he said he'd call back Thursday Aug 4, still no call. Got notification car is ready. First invoice 1500, service agent called vs l to say invoice really 1900. This is the worst customer service ever. Despicable. Kia should be ashamed. Also they offered my a loan for the 2100 at 35% interest. I can't imagine a worst customer service experience all around. Customer complaint case number XXXXXXXX

  Business response

  09/16/2022

  Business Response /* (1000, 7, 2022/08/12) */ Customer bought car from non Kia dealer, recalls were never completed which is why Kia wasn't initially covering the repair. We finally got Kia to agree to put a new motor in under warranty(when vehicle arrived it was disabled). After putting engine in we discovered the car then needed a new computer which were not aware of because the car wasn't running. This item is not under warranty and customer paid. The customer was also offered a rental vehicle where Kia would cover $35 a day. Customer denied a rental vehicle and decided to Uber instead. Consumer Response /* (3000, 9, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dealership first offered to steal my daughters car at 500.00 It took 1.5 months to offer rental coverage Then the dealership offered my daughter a loan at 35% interest for the 2100.00 repair part Then the dealership stated her wheel bearing was damaged and attempted to charge 1200.00 for the left wheel bearing. Which cost us 310.00 total at a repair shop to complete The customer service was horrible from beginning to end. Poor and rude communication and exorbitant price gouging st every opportunity. I see why some socioeconomic demographics cannot get aged with companies like Kia to rely on

*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. ↩