ComplaintsforSuntrup Kia South

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a ceramic coating and they called me and set up a appointment for me to drop it off. When I arrived they tried to charge me for it and said I had not purchased it. If I hadnt why would they have called me?

  

  Business response

  05/08/2024

  I am sorry sorry for the confusion and the inconvenience of today's visit.

  After looking over the paperwork we do not show the purchase of the cilajet(ceramic coating). We actually have a signed paper of the decline.

  That being said, there are a lot of things said and offered for purchase on the closing of the car deal. 

  You did take some valuable assets to protect your vehicle.

  You also purchased the maintenance  program to continue  to patronize our business, So per our conversation today we will pay for  you to acquire the   cilajet .

  We will also provide you with something to drive for the day. I am sorry for the extra visit . Thank you for letting us make this right for you.

  Look forward to our continued relationship going forward.

  Sincerely

  *********************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment for April 16th so I dropped the car off on the 15th. I called at 3:03pm call went to voicemail all 6 times I called. Then ************** finally called he stated my truck was still being looked at and no loaner vehicle was available. April 17th Bill called to state it was I will need a new engine and it is no longer under warranty. So I went o get my truck and my battery light was on. I texted **** with no response. I let my neighbor who is a certified mechanic look at my truck. The first thing he notice was the serpent belt was missing and the ** compressor wheel was loose. I did not need a new engine I needed a ** compressor and new serpent belt. Thats $600 vs $300O. Since they tried sell me something i dont need after 9 years of good service. i am shocked by ****.

  

  Business response

  05/07/2024

  ******************** came in with an engine knock and wanted to know if it would be covered . The technician verified the knock . He then performed the necessary bearing clearance test to determine any warranty assistance. It passed that test. meaning it would not be covered under any warranty. At that point an engine tear down would be necessary. It is a several $1000 dollar procedure so the customer was contacted and he declined further work on the engine. If there was anything else going on with the vehicle associated with that knock our technician would have reported it. A missing serpent belt would have been noticed and reported and there would have been other symptoms. 
  Please reach out  if you would like to discuss this further. He would be happy to review any of this with you .
  We very much appreciate your business. however I see no way those two repairs can possibly be related.

  That being said ,due to the customer status I will offer to split the diagnostic with the customer.

  Please reach out to ******** ************************************ or ********************.

  Thank you 

  ***********************;

  Suntrup *********** Manager

   

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them on 8/4/23 with a price of $13,495. I put $6000 down on the vehicle. I realized after the fact that my loan amount ended up being $10,552 which does not add up. Looking on the retail buyers order they gave me I saw I was charged for a value owed on a trade in. I did not have a trade in. I first noticed this and brought this to the salesman I worked with attention on 9/6/23. They have since admitted to overcharging me but have yet to refund me the money owed.

  

  Business response

  11/21/2023

  We are so sorry for the confusion.

  I am so glad that you and the finance manager were able to meet and get everything explained.

  Thank you for letting us resolve this positively for you.

  Enjoy  your purchase & thanks for choosing Suntrup !

   

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2021 Kia Sorento to Suntrup Kia 08/09/2023 at 11:20 am. The desired service was an oil change and tire rotation. 1 week later I have discovered they have failed to put all parts back on to the vehicle as it seems to be leaking oil. This is not the first time I have experienced this issue as the first time I was 7 months pregnant with my daughter. When I discovered the huge amount of oil leaking from my vehicle we were leaving the doctors office for my daughter. I paid for an oil change , and now I have had to rent a car to get back and forth to work because when I called Kia they told me the earliest time I could bring my vehicle in was September 11th. How can someone drive a vehicle without oil ? This risks possibly ruining the engine or transmission. Kia had no regard for the safety of myself and my daughter. I have wrote reviews , and the company has been silent. No efforts to reach out have occurred. I paid for a service so this is unacceptable.

  

  Business response

  08/23/2023

  We are very sorry that our service department failed you. We have since towed the vehicle back to our shop at our expense and found the drain plug gasket was not seated properly causing the leak. We replaced the drain plug gasket and filled the engine with oil. We degreased underneath the vehicle and spoke with ******** when he picked it up and apologized for the inconvenience. We also gave him a free oil change voucher to be used on his next visit. ******** seemed satisfied with the response and gesture and gave us a good survey from KIA.

  If you have any further concerns please contact me 

  ****** ****

  Service director

  ************ ***** ****

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe I’ve been sold a Lemon car. I’ve had the P1326 code running on and off since March. I took my car to Suntrup Kia for help 3 times, first time told I had to pay for the part that was supposed to be under warrenty. Second time to be told the software update was covered by warrant even though my car is over 150,000 miles. The third time I took it up there I was told it was not covered under warranty when 2 months ago the problem was. I’ve had this issue consistently and the dealership service is giving me a run around waiting to see if they can fix the issue they already “fixed” twice before.

  

  Business response

  08/14/2023

   

  ***** *********

  When the car was brought in for the first time to be diagnosed we did confirm that the engine was in need of replacement and we completed that repair under warranty.

  At that time the vehicle already had 142 thousand miles on it.

  The vehicle came back 6 months and 10k miles later the knock sensor was defective which we replaced.

  At this point the engine warranty extension expired.

  There were other problems with the vehicle at that time which were declined. 

  When the vehicle came back 139 miles later we were able to get *** to cover the manual update of the computer system.

  The vehicle now has a problem that per KIA is no longer under warranty which means they will not pay for it.

  The diagnosis at this point has found that it is not an engine issue and further diagnosis at your expense would be needed to diagnose and repair the problem. We suspect there is an internal transmission concern because it is making noise internally.

  Unfortunately, this is not a warrantable condition and is not related to the original problems with the vehicle. We will be more than happy to diagnose the problem with the vehicle with a $189 diagnostic charge for one of our master technicians to diagnose it.

  If you have an issue with the product and the warranty your complaint is with Kia corporation. Consumer affairs for Kia Corporation is 800.333-4542.

  Suntrup merly services the warranties we do not issue them or make decisions concerning them.

  ****** *****

  Suntrup Automotive Service Manager

  Customer response

  08/16/2023

  Complaint: ********
  
  I am rejecting this response because:
  This is the same trouble code from the first two times the car was brought in AFTER the engine was replaced. Still not understanding why it can’t be covered under warranty when it’s the same code that y’all covered my last visit for the same issue. 
  
  
  Sincerely,
  
  ***** ********

  

  Business response

  08/21/2023

  We have the same response as the initial complaint.

  The manufacturers warranty is expired . That is per *** ***********.

  Suntrup Automotive does not decide that.

  We charge an hourly fee to diagnoise the issue. The customer did not want to pay it.

  There is no other information here that would change our intial rersponse.

   

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Suntrup Kia refuses to update the security issue on our Kia Soul that has not been serviced there before. There is a nation wide security issue with Kias and they have put out a fix but the dealerships will not take care of this problem.

  

  Business response

  08/04/2023

  We apologize for any inconvenience we may cause, however at this time  we are unable to take any new customers for service work. We are doing everything we can to provide excellent service for our current customers that have either purchased a vehicle or have used our facility for their repair needs. We hope in the future we will be able to accommodate new customers.
  
  --
  ****** **** ******* ******** ******* ********** ***** *************

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife purchased a used vehicle in early March and the check engine light is on, it's leaking gas and after repeated attempts to contact the manager, sales associate who sold the vehicle and the service department; the front desk staff will not answer my phone calls and simply sends me straight to voicemail. I have not gotten a call back regarding these issues. I have not received the title for the vehicle. Nor have I received the mechanical report of what work was done to the vehicle by Suntrup Kia prior to the purchase. The vehicle is a Kia Soul. I have already filed a review w Suntrup Kia and still have not gotten a response via phone, email or text.

  

  Business response

  04/19/2023

  We are sorry for all of the issues you have had.  We have verified that your lienholder has cashed the check for the cancellation.  Please let us know if there is anything else we can do for you.  
  

  

  Business response

  04/19/2023

  The BBB has recently changes their system we have codes now to put in and then the screen pulled up is in very small print. I fear I have responded to another complaint on my last responce.

  The following was your response from ****** , the service mamager. Again I am sorry for the communication issues . Please call ****** ***** of the service department should you have future concerns,

  We are very sorry for any communication issues that had occurred while trying to resolve this issue. We do have an appointment set for you on May 1st and as discussed in our phone conversation if you are able to drop the vehicle on Thursday April 20th or Thursday April 27th we can get your vehicle diagnosed.
  
  
  Thank you for your time,

  ****** *****

  Customer response

  04/27/2023

  I apologize for the delay. Yes, we are taking the vehicle in on Monday for repair. 
  

  Thank you for your assistance.

  

  Business response

  05/04/2023

  This customer was offered 3 different appointment times . The customer took the one for May 1st(furthest out).

  The customer missed the appointment. We cannot fix /diagnoise  any issues when the customer refuses to bring the vehicle in.

  Please contact us when you are able to bring the vehicle in.

  ***** ***** ***** ******** ******************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  the location is Suntrup Kia South-**** ** ********* ***** *** ****** *** ***** I I purchased a car in November 07, 2022, it is a 2019 Kia *******. my engine came on in December 2022. I took my car to the dealership and I did not receive my car until 01/2023 a little over twenty days they had my car. I get my back and I had called them I felt like my brakes were going out. I returned the car on 02/23/2023. I received a text with a video, stating my tracks on light comes on intermittingly, also it was mentioned oil leaking. they also recommended me getting the housing change before getting the oil change. The cost of that service is $350.66., brakes and brake pads, I have spent 2500.00 down on the car. I have constantly been putting money into the car. I would like another Vehicle or cover the cost of the car getting repaired.

  

  Business response

  03/01/2023

   ********, I am glad we had a chance to speak while your vehicle was still in my service department.

  As discussed we have taken care of the oil leak your car developed at no cost to you and we look forward to assisting you for your future service needs.
  
  Thanks for allowing us the opportunity to assit you.

  ****** *****

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the owner of a 2014 Kia Sorento with 128,000 miles on it. It has a 3.3L GDI engine. On Jan. 21st, 2023 my car started to make a funny noise. On Jan. 22nd the check engine light came on and the vehicle notified me that there was potential issues with the engine. I brought my car to my normal mechanic the morning of Jan. 23rd, 2023 to diagnose the check engine light. Upon looking at the vehicle they told me That there was only a half quart of oil in it (oil consumption issue). My mechanic told me That Kia had known issues with their engines over consuming oil and told me to call the dealership. After the dealership in my area refused to help I contacted Suntrup Kia. It was our understanding that after many phone calls and questions that my engine should be covered under the extended warranty for the oil pressure switch. I spent $400 to have my car towed to St Louis to be told this is not the case and nothing was covered by the extended warranty. I was quoted $3500 plus tax to fix the timing chains (bandaid). My mechanic told me he would be able to do it for approximately $1500. I was able to hire someone to bring my car back down to me (another $225).I was assured through text message on Feb. 17th that my car was still running, but when the driver got to Suntrup it was not in running condition. Someone had apparently removed the timing chain without any consent from me. Not only have they taken my car apart without my knowledge, but they are extremely difficult to get to return any sort of phone call. We have left numerous voicemails since my car got there on Feb 1st that have gone unanswered for days.

  

  Business response

  03/02/2023

   *****,

  we do apologize for any inconvenience of having the vehicle brought here and not being able to get it covered under warranty.

  The symptoms needed to be able to get the oil pressure switch and wiring covered under warranty are not present, therefore, KIA will not authorize the repairs. The oil pressure switch failure is caused by internal leakage of the sensor which will trigger the oil pressure light to come on. The oil pressure light was not on. The problem with the timing components is due to lack of lubrication(low oil condition) and pieces of the timing components have come apart. This was due to a low oil condition

  . Unfortunately, there is no coverage for this concern at the present mileage. We did offer discounts for the service and did not charge for any diagnosis of the vehicle which was authorized on February 1st, 2023 at approx 2:30pm.

  We do apologize for any miscommunication and would love to be able to get KIA to assist with the repairs but they will not.

  I understand you are getting the vehicle towed back to your hometown and will have your local mechanic repair your vehicle. 
  

  ****** *****

  Service Manager

  *********** ******************

  
  

• Initial Complaint

  01/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a car in July of 2022 and it is now sitting in my driveway because I can’t drive it due to not having any paperwork on the car whatsoever. I called a bunch of times since July and I’m always directed to voice mail and never receive a call back. I have been to the dealer a couple times to try to resolve the problem. Finally In December my wife was able to get ahold of a salesmen that was able to help us. They have given me one of their rental cars to drive and are telling me that the car title is finally on its way.I contacted a lawyer and another car dealer and they tell me that Suntrup is in breach of contract and should take the car back so that I can go buy one elsewhere. At this point I just want this resolved because I am paying for a car I can’t drive.

  

  Business response

  02/07/2023

  This complaint was handled early January. 

  We provided a *** for the plates to be overnighted from ******;s to the customer.

  If furth assistance is needed please call me.

  ******* ****** ************ *******

   

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