ComplaintsforVan Syckle Kia

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 dodge dart woth 67k miles from van syckle *** the first day owning the car the caliper bolt fell off going down the road. Day 2 bad motor mount they fixed these issues but took a month to fix. Then the throw out bearing started knocking after driving less than 500 miles. They refused to warranty the clutch because it's a wearable part. I refused to take the car they said they would fix it. The put shudder fix in the transmission overfill it causing it to blow out the gasket and never replaced the clutch.

  Business response

  12/26/2023

  In response to claim #********.

  
  The Dodge Dart did have a new clutch and Fly Wheel installed in August of this year.   The repair order,234112, does not show any additive being added to the transmission.   

  We cannot disagree that it took longer than we would have liked,  but since COVID we have been unable to secure parts like we could pre COVID. While every attempt is made to get parts as quickly as possible. 

  We have not seen the vehicle since August of this year.  If any further information is needed, please let me know.  Thank you. 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Car blew a rod on the interstate, straight into the oil pan, immediately seizing the motor and leaving me stranded an hour from home during our "hurricane". Called to have it towed via my insurance company to my house as it was after hours at the **********. Called the ********** that Monday and the chaos immediately began. First I was told "I don't know what to tell you. We can't look at it until mid ******* ****** seized 9/16/23) and that doesn't include diagnosing it. We don't have any loaners available either." Given my warranty and the ADDITIONAL warranty purchased at the sale of the car, this was not true. Managed to finally get a loaner. *** corporate deemed my car to be covered under warranty 9/29/23- *** ********** didn't bother to let me know this until the evening of 10/3/23. Sales manager then tried to say that they agreed to cover it despite missing documentation, again FALSE. All documentation was provided to *** ********** and corporate. 10/3/23 I am finally notified that the motor will be covered via text by ********** "master" tech. But they will not cover the additional things ruined as they do not fall under warranty (coolant, belts, sensor), per ********* again, this is FALSE. This should ALL be covered, minus a jug of coolant! I have since checked in weekly to both ********** and corp to no avail. No ETA on the engine, despite it being on "emergency order status" never mind the delivery of it to my ********** where my dead 2021 with 49K miles has now sat for 50+ days. Nor when the repair will actually be complete. I have made multiple payments on a car that I do not even have and have no idea when it will be in my possession and working, again.

  Customer response

  11/16/2023

  I have not heard from the business in response to my complaint.

  Business response

  11/22/2023

  When the customer had their vehicle towed into our shop, the service department was scheduling appointments out 2 to 3 weeks .  When a vehicle is left on our lot we are sometimes able to get the vehicle in earlier than the set appointment, as was the case with this vehicle.

  When we have a vehicle that has a major concern that *** be covered by a warranty, there are certain things the Warranty provider requires.  The maintenance records were needed to verify that the vehicles maintenance recommendations had been followed to validate any warranty coverage.  The records were requested by  ***s Tech Line, the authorizing agent for *** for necessary coverage.  They also had us provide them with a video of the vehicle.  Once all information was gathered and forwarded to ***, they agreed to cover the repair of the engine, even though this vehicle had an *************** filter installed. 

  The replacement engine is currently on Back order without an ETA.  As for the Belt, sensor and coolant, the belt and sensor are wear items that *** recommends being replaced at the time of engine replacement because of overlapping labor.  Meaning, that it is only the cost of parts to replace these items at this time, labor is included because we either reinstall the old parts or if the customer chooses we put new parts on (no charge labor to the customer).  The customer *** choose to have the old parts put back on if they wish.  As far as an alternate vehicle to use, it is not a requirement for us to supply, at no cost to our customers, an alternate vehicle.  We do this when one is available and as a benefit for doing service with us.  If the customer prefers, they *** rent a vehicle, pay for that rental, and then submit to *** for reimbursement.  There are guidelines and restrictions, but I believe that they will reimburse at the rate of up to $35 per day.  For any additional updates on service or parts, contact ***********************, Service Manager and *************,Parts Manager .They are both doing everything they can to expedite the parts necessary to repair this vehicle.

  Customer response

  11/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

  Since filing my complaint- I have only had communication with *** corporate. Van Syckle went almost ****************************** I finally received a text- when I was on hold with corporate and they called my dealership telling them they needed to reach out to me. Text indicated nothing new- no ETA on motor. Here we are, getting ready for payment number 4, week 12- and still NO eta. They finally respond to this complaint with the most generic, cookie cutter response- ever. Not to mention, I have a loaner- so if that doesnt show you how much this dealership as a whole, doesnt communicate- Im not sure what will. Hours upon hours have been spent on the phone. A job was lost, wages, numerous tows, life events missed etc. Explain to me how this place is still in business please when they are selling faulty vehicles, on the daily. And with illegal extended warranties? When will they be held accountable for their actions? If they cant be for my vehicle, surely someone can intervene and stop them from continuing to sell cars on the daily, to individuals, especially with families- knowing fully well they will NOT support them when their *** ***** the bed? And disrupts their entire lives for months on end- with no ETA. No one should have to endure what I am- not ever. 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased my vehicle from Van Syckle *** in Dec of 2018. the car had a paint recall which the dealership received money from corporate to re-paint. They chose the autobody shop, they delivered it, they paid, they received the car back. They then put pin stripes back on the car. I purchased the car off lease in Dec of 2021. I had realized that from the application of the pin striping, the dealership put many slices through my paint which is now causing bubbling and the beginning of rust all around the vehicle. I brought it to their attention to which I was told there's nothing they can do about it, "I need to take it up with the body shop who repainted the car".Some time later I was in the shop for work and noticed that I had a paint warranty that had expired by one thousand miles. I was upset that they never mentioned anything about this warranty to me until it had expired. Now it's just "sorry too bad". I now had realized I have a couple wheel ***** starting to bubble from rust beginnings, clear coat problems. Only certain parts of the vehicle were repainted and they are heavily fading and have become noticeable.There is another warranty that hasn't expired, perforation/corrosion warranty. They claim the bubbling wheel ***** do not qualify, while other industry professionals all claim it should be covered.I've now had enough, I opened up a claim with corporate *** for resolution, and a paint inspection was scheduled. I specifically had them put in their computer I wanted to be present for this. My vehicle was towed to the dealership for an un related matter 2 days before my appt. I then find out they did not wait for my appt date or inform me, they did the inspection without me and missed lots of spots. Who knows if the new info I had given them ever went anywhere, as I am convinced that certain personnel are fielding my complaints. My claim was denied for an uncommunicated reason and now I'm stuck with a $8k paint job myself.There's more to complain about.

  Business response

  09/13/2022

  Tell us why here...9/13/22
  Complaint # ********
  
  
  To the BBB in reference to the above listed complaint number:
  
  
  -The customer took part in pointing out areas of the vehicle that he wanted documented with our Service Manager.  We then provided the additional photos of the areas of concern to our *** District Parts & Service Manager (DPSM) along with the pictures that were taken previously of the vehicle. The *** DPSMs response was that the paint would not be covered under warranty due to outside influence. 
  -A complaint was also filed with *** Consumer Affairs by the customer. Consumer Affairs also determined that the repairs would not be covered by warranty. They attempted to contact the customer multiple times but had no voice mail option. 
  -The designated paint warranty from KMA is 3 years or ****** miles (whichever comes first) from the original in service date. This warranty ended on 10-31-2021. 
  As the customer stated, He was aware of the complete repaint job and was afforded considerable financial assistance when the vehicle was first obtained. 
  
  
  Thank you, 
  ***************************
  Sales Manager
  Van Syckle Kia
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Kia ******* at the beginning of May 2022. My current vehicle was at Van Syckle for recall issues and I was tired of being in a loaner car and decided I needed a different vehicle anyway. I purchased the vehicle for ****** or so, with ****** miles on it. I was told it went through the shop and didnt need any repairs (the owner had turned it in the day before). I trusted the company because I knew the workers and it seemed like a good business. However, I have had numerous issues with the vehicle that should never have been allowed to leave the service bays. The first were the horrible wear of the tires, sever cupping on the insides. I contacted them and they agreed to lower cost for new tires so I ended up paying $200 for those. Then upon having my mechanic inspect it at home, I found a big rust hole in the muffler. They checked out the vehicle and refused to fix it, stating it would cost $1100. Now I cannot shift from Park. I have to stick something down through a hole and push in order to shift out of gear. My trunk also only opens half the time, but they said theres nothing wrong with my trunk. Im not one to complain but Im paying $436 a month for this vehicle and it shouldve never been sold in this condition to me in the first place. My husband called the police who spoke to the dealership and told us they couldnt do anything on their end but they had heard of poor customer service from this particular company

  Business response

  08/22/2022

    Our Service Manager has been in contact with this consumer and, even though it has been **** miles since she purchased the pre-owned vehicle, as a goodwill gesture we have offered to take another look at her liftgate and also her shifting issue.  We also offered to have an aftermarket muffler installed.  At this time she has declined all assistance. 

  Customer response

  08/22/2022

  I do not wish to have the business check the trunk because they have done so two times in the past and have told me that there is no issue. My husband fixed the locked up shifting issue.

  In regards to my muffler - my husband has been a mechanic for over 30 years. He worked 14 of those years at a business named Midas. The same business that Van Syckle wanted to send me for an after market muffler. It would not fix the issue, and would most likely only last a year before needing to be replaced again. An after market muffler would result in the same loud noise Im currently dealing with, with a hole in my muffler. 
  Bottom line is my car shouldve been fixed appropriately before being sold to me. They refuse to do the right thing. They remain cheap in providing band aid solutions to real issues. I will never do business their again, and I most definitely will tell everyone I know about my experience with them. 
  

  ********

   

   

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried to purchase a new car had a pre approval from capitol one and when I spoke to ****** I informed him I had my own financing, he said we like to check with other lenders to get the best deal, I told him I would prefer not to do that and just use capitol one, he said that was fine, ********************* told me the exact same thing, as well as finance department. They run multiple lenders without informing me first that they were doing so. I was under the impression that they were going to honor and follow through with what was discussed with me . They ran multiple lender for my husband and I, without consent or even giving us a heads up they were doing so. I was told multiple times by multiple employees they would only do the one, but they did not so. Unethical if you ask me, my credit took a hit from it, leaving us with no options for us but to use our down payment we had and using it to fix a junk car we had sitting around.

  Customer response

  07/11/2022

  I have not heard from the business in response to my complaint.

  Business response

  07/15/2022

  On 7/1/2022 we were in contact with 700 Credit to see how to have the inquiries adjusted. On 7/5/2022 ********** sent an email to ********************* to have forms completed and returned.  As of 7/12/2022 ********** has not received anything back from them.  Once the forms are returned, ********** will reach out to us for additional information to hopefully have the inquiries adjusted.  We requested from ********** to have the forms resent to the Halletts via US Mail as well.  

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