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:09/11/2024

  Type:Service or Repair 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.

  My car 2013 *** SOUL purchased at Koons *** July 16, 2013, VIN *****************. All maintenance performed at *** Owings Mills until *** closed. Then all maintenance was done at Nationwide *** Timonium. Koons *** Owings Mills reopened. Returned for a Recall notice Dec 2023. Parts to be ordered. Never got call for recall parts. Symbol on recall notice showing on my dashboard. Stopped by Koons *** on 03/13/24. Part was in but not labeled as to who it was ordered for. Recall part installed. Dec 2023 and maintenance ($1,942.05 for 6 service visits). Service needs divided in order that I could afford the cost. 06/11/2024 service visit identified need for Valve Cover Gasket Kit (VCGK) for leaks, Engine Oil Pan Leaking, Spark Plugs and numerous other things. VCGK/ FUSE Kit not done but all other services $628.82. Visit on 06/28/24 Valve Cover Gasket Kit ordered. When I came back on 07/05/24 was told Valve Cover Gasket Kit not in yet. 07/17/24 told Valve Cover Gasket Kit is in and installed. 08/28/24 warning light flashing on dashboard. Called ****************** on 08/29/24 to report problem and car to be towed to Koons. My car has been at Koons Service since 08/29/24. T/C from Service on 09/03/24 to report need for another evaluation to determine oil leak. I thought that was already determined and repaired. Service stopped returning my calls. My nephew visited on 09/09/24 becaused we called and was left on the line for 30 minutes. No one returned to the line. I called on 09/10/24 to talk to the service manager because he shared with my nephew that he would try to get a loaner for me to drive while my car is still there. Today 09/10/24. Line just rang about 9:30 am. I called *** ******** ******** Service needs were repeats of services already done. My nephew visited again but was told no loaners available. Please help me.

  Customer Answer

  Date: 09/16/2024

  I visited KOONS *** Owings Mills, MD on Friday Sept 13, 2024 for an update on the repair of my car. I talked to ******* Manager. Koons *** uses very deceptive practices. The service Manager explained that my car needs spark plugs and the valve cover gasket. I showed the invoice dated 06/11/2024 which shows 4 spark plugs changed at $29.00 each for $116.00 and ********** plug $2.40 changed.. Along with other service performed the cost to me was $628.82. My next visit on 06/28/2024, the valve cover gasket was ordered to cost $478.00 for the parts.  Koons *** checked my car again on July 5, 2024 because I was concerned that a warning light was still showing on my dashboard, that I was told would go out after the parts were installed due to the Recall Notice. My concern also was that no washer fluid was coming out when I turned the k*** to release the fluid. After checking my car it was explained that i needed something to be sealed to correct that. That work was done. ******* on 07i/05/2024 cost $82.36. I left after service was completed and went to the ********** next door. It started raining and I tried to squirt washer fluid but it didn't work. No washer fluid came out. I drove back to the service department and the service advisor came out to my car to check this concern with me. The mechanic checked my care again. I asked how could the mechanic repair something and not check to see if it worked? Then I was told that my car needs the washer motor. All parts to be ordered would arrive at Koons in 2 or 3 days.  That was 07/05/2024. I called on Monday 07/15/24 to see if the parts were in. I was told all parts are in and the next appointment was scheduled for July 17, 2024. I often discussed with the service advisor that since my car is 11 years old, and I want to keep my car because I don't want a car payment, I would get all work done that my car needs. However, I needed the work done at affordable intervals. When I arrived for my appointment on July 17th, I stated that all of the remaining work we discussed could be done - valve cover gasket, washer motor, oxygen sensor. I was expecting all the work to be done. I waited as I always do in the waiting area. This time from about 9 am until about 2 pm when I was told the service is completed. This cost was $736.31. Since Dec 23, 2023 to date I have paid $1942.05. ******* always puts the sticker on the windshield to alert me when to call to schedule service. That date and mileage had not come. I was very surprised when my oil symbol warning light flashed 3 times on Wednesday 08.28.24, while in route to a friend's home who lives about 4 miles from my home. When I got to her home on Wednesday 08/28/24, her husband checked and said there is no oil on the dipstick. We had a scheduled appointment; therefore I left my car and rode in my friend's car. By the time we returned, I left my car and my friend took me home. I called Koons ******* on Thursday 08/29/24 at about 7:30 am. I talked to Kent, explained the problem and that I was having my car towed to Koons *** ******* *********** When I arrived the service advisor that I talked to said he didn't know I was coming today. I waited in the waiting area. He came to explain there are 29 scheduled appointments for that day and 23 scheduled appointments on Friday. They couldn't get to my car until Tuesday or Wednesday after the holiday and did I want to leave my car. I reminded him that I had my car towed there and I couldn't drive my car with no oil in it. Yes, I will leave it. He checked my address and explained they don't transport customers who live over 7 miles away. I live 10 miles I would need to get my own ride and they don't have loaner cars.  I did get a friend to pick me up. On Tuesday 09/03/24 ***, the service advisor who generally helps me called to report, the seals that were put on are good, they were going to do a diagnostic test to see what's causing the oil consumption. I agreed to the test and discussed, that this is the 3 diagnostic test. I don't understand why all the service needs have not been identified. Didn't receive a call on Wednesday. I know that *** is off on Thursdays. I called on Friday 09/06/24. *** was with another customer and will call me back. I called on Monday 09/09/24 and *** was away from her desk and will call my back. On about 09/06/2024 I called *** ******** ******* ************** to get help. I was directed to email all of my invoices to an email that was sent to me. I was able to email the invoices after getting directions as to how to do that. *** ******** *******. *** ******** ******* explained they contacted ********************** ******* several times and no one got back to them from Koons. Monday 09/09/24, my nephew visited Koons *** Owings Mills, MD and talked to the service manager to get an update on my car and to request the use of a loaner car for me.  My nephew called me on the phone to hear the conversation between him and the service manager. It appeared that service needs were still not determined. I talked to *** ******** ******* on the 800 number on 09/11/24. It was explained that *** Owings Mills had not followed up. I asked what happens when they don't follow up. It was explained that they go to the next level. The district manager has been contacted and if they still don't follow up the regional manager would be contacted. My nephew went to *** Owings Mills on the 11th again. I was on his phone listening. My nephew suggested to the service manager to follow up with *** ******** *******. The service manager checked and said that he sees the email and will follow up. On 09/12/2024 I received an email from *** ******** ******* explaining *** ******************************************* suggest the service needs have been explained and if the need is resolved they will close my case. I visited *** Owings Mills on Friday 09/13/2024 and met with the service manager. The service manager explained that the parts -value cover gasket - have been paid for and I will need to pay the cost of labor. I explained that I paid $736.31 on my last visit on 07/17/2024 when it was my understanding that all those services were performed. The service manager explained other services were performed. I explained that I don't understand why the primary service that I came for that my car need was not done. That doesn't make sense to me. I feel uncomfortable to trust *** ******* Owings Mills to do any more work on my car. I don't know whether the work would actually be done. I asked for the paid parts. Then the service manager said, I didn't actually pay for the parts. It would cost $550 for parts and labor; however, he would give me a discount of $400 to do the work. I asked for that in writing. I explained that I couldn't trust *** ******* Owings Mills to do any more work on my car because their practices are deceptive. I had my car towed from *** Owings Mills to Dynamic Repair *******s. Repair for parts and label for the valve cover gasket is $280 and I would like this outcome to be that *** ******* Owings Mills reimburse me for that service. Thank you in advance for your help. 

   

  Business Response

  Date: 11/23/2024

  Hello.  I'm the new General Manager at Koons Kia of Owings Mills.  If you're still experiencing concerns about your vehicle, please call me at your earliest convenience at ***********.  

  Business Response

  Date: 11/25/2024

  Hello.  I'm the new General Manager at Koons Kia of Owings Mills.  If you're still experiencing concerns about your vehicle, please call me at your earliest convenience at ***********.  

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair 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.

  My vehicle was initially serviced at Koons Kia of Owings Mills on 6/8/24 for front wheel bearing repair which I paid $417.77. I spoke with my service advisor ******** directly on 7/15/24 who scheduled an appointment for 7/16/24 and stated I would be reimbursed for towing. On 7/16/24, my vehicle was towed back to Koons *** for the same issue which became worse, causing more damage to my vehicle about $3,000 worth as stated by ********. I was initially told my vehicle would take 5 days to repair and I would receive a loaner vehicle. No one contacted me back to pick up a loaner, therefore I went to the service center in person. **** spoke with manager *** who authorized the ***** Rental. I kept the rental that i was responsible for paying the daily damage protection of $30/day and $50 deposit totaling $361.13. I have attempted multiple methods of communication, even visiting the service center in person when no one called back and have not received any concrete answer on when I will receive my vehicle back. My service advisor ******** does not return calls and no one Ive spoken with will allow me to speak with the service manager *** as requested more than once. I last spoke with another female service advisor on 8/5/24 who told me there were other cars here before you. It has been 27 days, I still do not have my vehicle. Ive explained multiple times that I cannot be without transportation, yet there is no sense of urgency considering this issue is Koons ***s fault.

  Business Response

  Date: 11/23/2024

  Hello.  I'm the new GM here at Koons Kia of Owings Mills, and I will be happy to assist you with your vehicle if you still have concerns.  Please contact me at your convenience at ************.

  Business Response

  Date: 11/25/2024

  Hello.  I'm the new GM here at Koons Kia of Owings Mills, and I will be happy to assist you with your vehicle if you still have concerns.  Please contact me at your convenience at ************.

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service 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.

  Took my car in for a scheduled appointment on 6/24/24 for an oil consumption test due to engine burning oil. Test was completed and I was presented with an estimated list of things to be done to repair vehicle. I was previously advised that my 2014 ********** had a recall for its engine. I was told by dealership that there was no recall. I confirmed with *** **************** that there was in fact a recall at the engine has a lifetime warranty and that a case would be opened for me because ultimately the engine will fail. The reason for this complaint is that I scheduled a subsequent appointment to bring vehicle in at or before 1000 miles to see if oil was still being consumed. That appointment was for 8/8/24. On 8/7/24, I received a voicemail stating that if I was not having the repair done, not to bother bringing vehicle in and to speak with the customer care advisor. I attempted to reach that person only to b placed on hold for an extended period, ultimately disconnected, transferred to multiple people and ended up getting the voicemailbox of some other individual.

  Business Response

  Date: 08/26/2024

  My apologies for the late response.  The BBB complaint had gone to my spam folder.

  In speaking to our service manager, *** *******, Ms. ************* authorized the cost of the consumption test.  When our tech checked out the vehicle, he determined it needed the timing cover resealed, as it was leaking.  That's where the leak was coming from, and until that was addressed, we couldn't determine if there was another oil leak. 

  Ms. ************* can certainly speak to Mr. ******* if she has any questions.  He is available at ***********************,  

  Customer Answer

  Date: 08/26/2024

  Thank you for your response from KIA.  I was wondering why it was taking so long to get a reply.  I attempted to contact service manager at the number and extension provided.  The information provided is satisfactory, however, I want to know if the part(s) to repair the car are available.  They were to be ordered and I was to be notified when I could have the repair done.  How long will the repair take? I work in the school system, so I will need transportation if it will take more than a day. I was also informed by *** **************** that the engine was under warranty. Will this be honored or will I have to incur expense?

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22117560
  
  I am rejecting this response because:  Thank you for your response from KIA.  I was wondering why it was taking so long to get a reply.  I attempted to contact service manager at the number and extension provided.  The information provided is satisfactory, however, I want to know if the part(s) to repair the car are available.  They were to be ordered and I was to be notified when I could have the repair done.  How long will the repair take? I work in the school system, so I will need transportation if it will take more than a day. I was also informed by *** **************** that the engine was under warranty. Will this be honored or will I have to incur expense?
  
  Sincerely,
  
  ****** *****-*******

  Customer Answer

  Date: 09/13/2024

  I have been calling the service manager at the number on his response for almost three weeks to see if they have materials to fix the leak. I have left at least five messages at various times during business hours with no return call. When I was last there I was told they had to order the parts. I never got a call about that and trying to reach someone is impossible.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair 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.

  I HAD MY CAR TOWED INTO THE SHOP 7/29/24 FOR MY MONDAY MORNING 7AM MYCAR DID NOT GET LOOKED AT UNTIL WEDNESDAY OF COURSE I AM UPSET MY CAR IS MY LIVELYHOOD AND THEY DRAGGED THEIR FEET WHEN I CALLED A WOMAN NAMED LYDIA OR JILL WAS SO RUDE THAT I KINDLY RECIPROCATED ONCE *** MY ADVISOR FINALLY CAME TO THE PHONE HE WAS RUDE BEFORE I OPENED MY MOUTH THEY WRE SO COLD AN UNPROFESSIONAL I ASKED ABOUT A RENTAL RIGHT AWAY NO WE DONT HAV ANY YOU CAN CALL THIS 800NUMBER TOI GET REUMBURSED STILL NO REFUND IM WORKING ON IT AND I WILL BE BACK TO DO ANOTHER AFTER I DONT GET IT THEY HAD MY CAR FROM 7/1/24-7/19-20/24. KNOWING I COULD NOT AFFORD A RENTAL THEY TOOK THEIR TIME THEY HUNG UP ON ME LEFTB ME ON HOLD WHNEN I FINALLY GOT TO SPEAK WITHN *** HE SAYS HE TELLS ME SOMETHING ABOUT REPLACING MY ENGINE BUT YOUR COVERED I THOUGHT THAT WAS FRAUD MY GAP INSURANCE NEEDS TO LOOK INTO IT THE TOLF ME WHOEVER DID MY OIL CHANGE LAST TIGHTENED IT TOO HARD AND CAUSE THEY CRACKED THE PAN AND I HAD TO PAY $500 FOR SOMETHING THAT WAS NOT MY FAULT KOONS OF BALTIMORE WAS THE LAST ONE TO CHANGE MY OIL I CALLED THEM AND THEY WERE RUDE AND NO HELP JUST A DEAL WITHIT ATTITUDE HIS NAME WAS DENNIS OR BOB NO HELP AT ALL NEVER EVEN CALLED ME BACK SO KIA OF OWINGS MILLS HAD MY CAR ALL THOSE LONG DAYS NEVER GOT ME A RENTAL PROMISED THE 800# HE GAVE ME WOUD PAY FOR MY RENTAL THEY HAVENT I FEEL LIKE THERE HAS BEEN A LEMON LAW BROKEN I PICK UP MY CAR AND MY AIR CONDITIONING DOESNT WORK MY CAR OVER HEATS MY CAR HAD GOOD COOL AIR NOW ITS HOT MY CAR HAS NEVER HAD ANY ISSUES UNITL THEY WANNTED TO CLEAN DIRT OFF MY BRAKES THESE PEOPLE HAVE SCAMED ME FROM THE TIME I BROUGHT THAT CAR THEY KNEW IT WAS GONNA START HAVING PROBLEMS THEYNSCAMMED ME INTO GETTING GAP INSURANCE I NEVER HAVE HAD GAP INS I AM NOW ON DAY 5 ANY CAR IS OVERHEATING MY AIR CONDITIONING DOES NOT WORK I HAVE REACHED OUT TO THE DEALER EVERYDAY SINCE PICKING UP MY CAR WITH NO RESOLUTION

• Initial Complaint

  Date:07/17/2024

  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.

  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

  Date: 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

  Date:02/21/2024

  Type:Billing 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.

  In November 2023, I purchased a new Kia Rio from the business. Upon payment, my ******** ******* credit card was refused. The manager of Koons told me they place a limit of $3,000 for all credit card transactions at the business. I was told by the manager the transaction fee would be too costly to them to allow me to use my credit card. When I consulted ******** Express, they stated that my complaint should be filed through BBB. Koons Kia of Owings Mills refused payment with a credit card they are under contractual agreement to accept. This refusal cost me at least $220, due to loss of financial incentive from my credit card.

  Business Response

  Date: 11/23/2024

  Hello.  My name is Dennis ********* and I'm the new General Manager at Koons Kia of Owings Mills.  Please call me at your earliest convenience to discuss a resolution of your complaint. ###-###-####.

  Customer Answer

  Date: 11/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: on my first attempt to call ###-###-####, the number provided in the response, I received the automated reply stating the number was not in service.  On my second attempt to call the number, it rang for an extended period of time without an option to leave a message. 
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 01/02/2025

  I spoke to Mr. ***** today and he told me the issue was resolved by our service manager Mr. Matthew *********.  I asked Mr. ***** if he was completely satisfied and he told me that he was.  Mr. ***** knows that he can call me at Koons Kia or Koons Ford should he need further assistance in the future. 

  Business Response

  Date: 01/02/2025

  I spoke to Mr. ***** today and he told me the issue was resolved by our service manager Mr. Matthew *********.  I asked Mr. ***** if he was completely satisfied and he told me that he was.  Mr. ***** knows that he can call me at Koons Kia or Koons Ford should he need further assistance in the future.

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair 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 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

  Date: 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

  Date: 09/28/2023

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

• Initial Complaint

  Date:08/10/2023

  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.

  Date of transaction: May 13, 2023 Amount paid : $33807 Koons *** committed to ***air my vehicle within the 30day warranty ********* issues with this dealership stem from the lack of communication and action after I purchased this vehicle on May 13th, 2023. I have tried ***eatedly to contact my sales *** along with any other personal to help with the braking issues on this car. I finally decided to schedule a service appt online July 12th, 2023 to only have the service department call me the day of to say that they are not familiar with this vehicle and may not be able to service it. After some conversation I was told to bring the vehicle in and they would take a look, however that didnt work and the problem still persists today. I have reached out to this dealership with calls, voicemails and emails almost daily. Listed below are the dates of the calls made some I forgot to note.6/10 - lft message called to ***ort & schedule an service appt 6/11 -lft message (sales ********************* sent email and lft message (sales ************************ voice mail & was transfred to the service **** to schedule appt, no answer 6/19-called no answer 6/20-called lft voice mail (sale ****)6/21-spoke w/******* said he would have the service department call me to schedule/no call bk 6/22-spoke w/ ******* still no call bk to schedule service appt 6/23- called no answer vm 6/26-called spoke with someone in sales left message 6/27-called spoke with ****** left detailed message no call back 6/28-called spoke with someone in sales no call back 6/29 called didnt leave a message 7/3 called left vm 7/5 went online made service appt online due to lack of response 7/6 sent email to finance 7/12 appt 7/17 car still having issues I called back/ no response 7/18 called spoke to someone in sales/ no call back 7/24 called lft mesage 7/27 called no response 8/1 called lft message w/some in sales 8/2 called lft message 8/7 called no answer vm 8/8 mess general manager

  Customer Answer

  Date: 08/10/2023

  I spoke with *** general manager ****** ****** on Tuesday August 8th, and was told that he would connect with another service department in order to fix my vehicle.   The problem I have now is that the 60-day period in which I can return the vehicle for a full refund ends on August 13th in accordance with Maryland lemon law on used cars. I would really appreciate a solution before then so that i can make a decision on whether to return the vehicle. 

  Business Response

  Date: 08/21/2023

  **** has an appointment at a Masserati dealership in ************* VA on Aug 30, 2023

  Customer Answer

  Date: 08/21/2023

   
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/28/2023

  Type:Customer Service 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.

  I purchased a new ******************************************************************************** bringing my car to their service department for scheduled service and this could affect the warranty on my car. This was wrong I did bring the car in for scheduled service. I called the customer service number several times and no one answered the phone. Then I left a message and never received a reply. I mailed the General Manager *** ****** a letter describing the problem and never heard nothing from him. Again on 7-27-23 I called the service department because I am having a problem with the sterring wheel U Type frame. I called at 11 a.m received no answer. I called again at 12 noon received no answer. Then I called at 2 P.M. and for the third time received no answer so I left a message. Once again no one returned my call. Once you buy the car from this dealership they no longer have an interest in you. I would never buy a car from this dealership again. To expect a phone call to address my problem is not asking to much.

  Business Response

  Date: 08/21/2023

  Called ******* and left a message - we did his first service for free in February.  Had an appointment scheduled on August 14th for his steering wheel repair but didn't show

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20387196
  
  I am rejecting this response because: This information that KOONS *** gave you is incorrect.  I showed up for the 10 A.M. appointment on August 14, 2023 at 9:30 A.M.  The service advisor, ***,  informed me that 3 men called in sick and they were totally backed up.  He told me that my car only had ***** miles on it and it was to soon to have maintenance.  He told me to come back when the car had ***** miles on it.  I also told *** the service advisor about the steering wheel. His reply was we will look at it when you have ***** miles on the car.   This is the most unorangized business I have ever had the horror to deal with.  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/05/2023

  customer has an appointment tomorrow

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair 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.

  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

  Date: 03/23/2023

  Emailed and left message for customer to resolve

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date: 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********