ComplaintsforSuntrup Kia South

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a appt. on 01/06/2023 at 8:30am appt. I arrived at 8:10am. they did not get my care until 9:10am for the oil change. I watched them put the oil into my car they used a old blue gallon can nothing marked, I watched through ta window. They spilled a drop of oil on my engine and a drop of oil on my air filter. They did not wipe off of the engine, or air filter top. They called for payment and I paid ***** and it should have been *****. I would Like a refund of **** for overcharge of the oil change.

  

  Business response

  01/10/2023

  ***********,

  I am sorry your were not satisfied with your most recent visit. Your appointment was at 8:30. We had it completed by 9:43. We feel this is within the  allowable time for this service.We advise all customers with an appontment that we esimate 1.5 hours for the service & wash.As far as the price,  you did recieve  the service for the coupon price. The remander was tax an disposal fee charged on every repair order.

  If you have any other questions please feel free to contact me.

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

  Service manager 

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

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

   

   

  Customer response

  01/17/2023

  Complaint: 18714779
  
  I am rejecting this response because: He stated that he did to everyone but he did not do it to my last oil change.  I spoke to two People and they quoted the price of ***** and when I left with my receipt it showed 68.80.  
  
  
  
  Sincerely,
  
  ***********************

  

  Business response

  01/19/2023

  I am sorry but you were given the coupon price and the billing was done correctly on this oil change. 

  The last oil change was on 10/29/21. You were at that time given an oil change for $29.95 plus tax which was also a customer service adjustment.

  You have now filed with the BBB . Oil prices have risen.  I am going to again  adjust this for your obvious hardship and send you the $4.19 charged for your shop supplies.

  I just want to let you know this will not be done again going forward. Shop supplies are charged on all repair orders.

  I hope this helps.

  ***************** service director

   

  Customer response

  01/23/2023

  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

  12/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Double check all your paperwork before you walk out of office. We signed a paper with the sales person stating what was included in loan and what our payments would be with everything included. That is what we went into finance office expecting, signed papers expecting and walked out off dealership expecting. Over 30days later we did not receive a check we were supposed to get and come to find out the finance department didn’t even include this total in our loan!! So not only did they screw us over, we are out of pocket money and they are not taking ownership of the mistake and fixing it. Even the sales guy knows what was suppose to happen. And this is not the first time Suntrup Kia has messed up on someone’s loan. A friend put cash down and the dealership didn’t even include that!! So the customers had to go back to dealership and fight with them to get it fixed. Stay away from the Suntrup dealerships

  

  Business response

  12/29/2022

  We have reached out to ****** and we are currently working on a solution, sales tax was not including in the financing, but was spoken about with the client advisor.  

  We have been in contact with the finance company and we are able to include the sales included into the load.

   

   

  Signed

  ***** *****

  Sales Director
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been trying to get title to my car that I bought out since September. When I would call, no one would ever return my calls. I had to call multiple times and demand to speak to a manager. After everything was said and done I got a title sent to me with someone else’s information. This business switched my paperwork with another person and sent me an IL title with another persons name on it. I live in MO. No one told me about this mistake. And no one will return my call to get this fixed. I have never in my life dealt with a business with such incompetence and horrible customer service. They should be shut down.

  

  Business response

  12/28/2022

  This was a lease buy out. 

  We simply facilitate the customer buying they’re lease from Kia. 

  We cannot control the transaction with Kia and they’re titles.  
  We received the title from Hyundai Lease Titling Trust for ********* ****** lease buy out.

  The title was sent in error to another customer that also did a lease buyout.

   Once the state let us know that we issued the incorrect title to the other customer we had to wait to get it back from the State of Illinois so we could send it to  ********* ****.   Illinois went thru with the paperwork even though it was incorrect so we had to wait for the title to come from them before we could get ********* **** her title to her lease buy out. 

  After the state processed the title they omitted the incorrect sale to correct the mistake that we made.  Once we received the title back from the state of Illinois it was overnighted to ********* **** along with the paperwork to get her lease buyout registered.  She has all the paperwork she needs at this point. 

  This was not a vehicle suntrup had for sale, this is a customers lease with Kia that we help them with.  

  That being said we do appoligixe for the error and executed the correction to the best of our ability.
  
  --
  ***** *****
  Suntrup Automotive
  Sales Director
  ******************

  Customer response

  12/29/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  The incorrect title was still overnighted to me. No resolution has been made and this response just proves how much this business does not care about their customers. I want my correct title and no one will help me or call me back at Suntrup kia. 
  
  
  Sincerely,
  
  ********* ****

  

  Business response

  12/30/2022

  I am so glad we had a chance to speak today and we have a plan to finish up the registration.
    Suntrup did not communicate clearly with you about the paperwork that was sent out. For this and all other inconveince we are truley sorry.
    Has we discused Please  bring us the paperwork that was sent to You so that we can go to the DMV for You to get the vehicle registered and a new MO title issued. 
  Thanks in adavance for helping us make this right.
  ***** *****
  Sales Director

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2019 Kia optima sport in December of 2019, the car ran good for a while then the blower motor to the A/C and Heater quit working, I took my car into the dealership after waiting weeks for an appointment then had to argue with them over them standing good on the warranty to fix it, after almost 3 weeks of the having it they said my car was fixed and I could pick it up plus charging me service fees, it worked for 1 day and the blower motor was out again, I then called the other Kia dealership for them to fix my car and waited weeks for another appointment, finally got my car in and again had to argue for them to fix it and stand good on the warranty, after 2 more weeks of Kia having my car they finally said it's fixed but charged me service fees again, after picking up my car again the blower motor worked for 2 days and went out again, I called them and they said bring it in again I'm currently still waiting for my apt so I can take my car back to get it fixed, mind you I have a special needs child with severe health issues that I have now had to run to apts in a car that will barely even defrost in the winter and won't cool off in the summer. I have missed more work with them refusing me a loner vehicle both times this occurred and it's still occurring to this day, Kia refuses to stand behind getting this problem fixed or in a timely fashion, I have been told that my cars issues are not there problem, that If I'm not happy then just don't buy a car from them next time, I'm truly at my witts end with this and I think it's time I take them to court!

  

  Business response

  11/17/2022

  I am terribly sorry for the issue you are having with your vehicle.

  Yes we tried to repair it and the repair had worked for months, as soon has you called the first time we told you to come in and we would put you in a rental(as a coutesy) while it is fixed.

  You missed the appointment and did not even call.

  Now you call and expected us to get it in imediatly. We are at least three days out with other customers.

  The service manager was trying to be reasonable, but once you threatened us with the media we explained to you ,your warranty is good at any dealer and suggested you try to get it in sooner and closer to your home.

  Then you said you were calling a lawyer and hung up.

  Please call ****** ,the service manager if you would like to discuss this reasonably. If a lawyer is involved, I am sorry but we would have to decline any further coorspondance.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Suntrup Kia did not give me the title to the vehicle I bought until 4 months later, which caused me to be pulled over and ticketed. The car they sold me immediately had problems so they put me in a rental and the rental had a bad battery. This happened again when I was put in a rental when the car didn’t pass the safety and emissions test which was expired so I couldn’t get the car registered and received yet another ticket. All the while Suntrup Kia never returned my calls, or emails. It is now June I am stuck with a bad rental from them again and I am out a car, and money. I have late fees to pay now when I do register this car now because of the way suntrup Kia has chosen to do business.

  

  Business response

  06/02/2022

  The customer purchased on 2/10/22.

  Her paperwork was sent out  to her on 2/15/22 registered mail. It  was returned back to us 

  The finance manager is currently helping the customer resolve the issue.

   

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/15/21 I took my car in to them for an oil change and tire rotation. I also informed them I was hearing an unusual sound that I thought was coming from the engine noticeable at lower speeds. The two men checking me in for my service were unfriendly and rude as they kept me waiting to check in for a lengthy time without an apology. When my car was completed of the oil change and rotation, they told me they didn't have anyone there that could look into the engine sound. Understandable as it was late afternoon, but they didn't offer to keep my car overnight and give me a rental car as my car was under a year old. I told them this was a serious problem, and my car doesn't sound right. Four days later as I was driving my car, it started to stall and shake aggressively at stop lights. I was able to get it home on my driveway. As soon as i pulled on the driveway, the check oil light comes on. I checked the oil level, and it was bone dry. Then noticed a trail of oil in the street and driveway. That same evening, I tried getting a tow truck from Kia Road Assistance to come to my home. They refused me for some reason and told me I had to call my insurance company for a tow. After about a 3-hour process I finally was told they would have a tow truck at my home 6 am the next morning because my car was in a safe place. By 8 am, still no show from a tow truck. Around 9 am I finally get a call they will be at my residence within an hour. It wasn't until about noon they got here and towed my car to the dealership. Upon inspection, the oil leaked out because the technician cross-threaded the oil filter. After days of diagnosing the engine sound, it was found that pieces of metal were inside the transfer case of transmission. After two weeks of having a rental and repairing my car, the car is ready. I explained to manager that isn't good for car to be driven w/o oil. I asked for an extended warranty on the drivetrain. Told me he had to talk with his manger

  

  Business response

  01/14/2022

  As of today, I am told that you have spoken to our Service Manager.

  He did ,as promised.  reveiw your complaint with the service directer.

  I am told that you have been in contact about what he has offer to Ofcourse refund the money spent on the oil change, he has also offered a maintence package consisting of 3 oil chanes and 2 tire rotations (equivilent of approx # done in a year).

  We will  not extend your warranty beyond your factory warranty. 10yr/100k miles. I hope this helps to resolve  the inconveince you experienced.

  If you have any further issues please do not hesitate to call *** ****** ******* ******* ******* ***

  Customer response

  01/15/2022

  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

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased my leased vehicle from the dealership in November of 2021 for a selling price of $16,655. The dealership helped me arrange financing through ******* ***. Later in November, I got my loan information from ******* *** and I saw that I owed $19,000 plus. I immediately contacted the dealership and asked what was going on. I was told that I also purchased a $2,300 warranty. However, I was never made aware of this or came home with any paperwork showing the cost of the warranty and/or what company was providing the warranty. I NEVER wanted the extra warranty, but I wasn't asked. The Finance Manager explained how there were all these benefits to buying a car from them, but again, he NEVER mentioned that it was going to cost me an additional $2,300. I have bought many cars over the years. Usually when a dealer is trying to sell you a warranty, they will give you different options and coverage levels and you will see the prices for each. The way this was done was clearly deceptive. I guess they were hoping when I got my first bill from ******* ***, I wouldn't notice the additional money owed. They did agree to cancel the warranty and said I would get my money back ASAP. It is now January 6th and I have yet to see a refund. I wanted to refinance my loan, so I had lower payments, but I am still waiting for this to be resolved. I was told on 12/18, that a check had been cut to ******* *** and I would see the refund in 5-7 days, but still nothing. This is beyond ridiculous at this point!!

  

  Business response

  01/10/2022

  I am sorry for the delay in the refund of products purchased at sale. There are signed contracts for these items.

  I appologize that you felt misinformed of what you were signing . I can provide you copies of the signed contract if you would like.

  That being said we did get the cancellations authorised. There was a check sent to your lender. I have atached acopy for your records

  Again, We are very sorry for the delay or any inconveince it may have cause.

  Customer response

  01/12/2022

  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

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my vehicle 3 weeks ago and have since tried multiple times to get help from the dealership with getting partial refunds on my GAP coverage and extended warranty. I left 3 voicemails for a business manager and one for finance manager. All I need is someone to call me back and get these forms done so I can get my partial refunds.

  

  Business response

  12/02/2021

  *******,

  I am so sorry about the communication issue you have had. we are looking into that. We appriciate you bringing it to our attention.

  I belive you have spoken to our finance manager and he has helped to resolve the issue.

  I have attached copies of both the check and the tracking information.

  Please do not hesitate to call me if you have any other concerns now or in the future.

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

  Suntrup Automotive Group

  314.892.8200 ext 140

  *********@suntrup.com

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 2020 I purchased a vehicle. No later than 6 months I needed service/maintenance. After I explained my cars issues, it was then assessed. The waiting room was filled with other unfortunate people who have made the mistake I did purchasing a vehicle from them. The staff is unprofessional in handling car maintenance issues. I was told to find a toe truck as they didn't offer rentals. I live rural, so im an hour and a half away from my house. With out any remorse the owner said I could drive it home but it would catch fire. I said I do not feel safe traveling highway speeds at the time. They lack sympathy and safety for their clients. The maintenance guy said I can leave with his tool in order to potentially make it home. The service desk then refered me to the owner who then belittled my whole experience by yelling at me, saying take your vehicle and get it off my lot, I don't know what else to do. The whole injustice between customer and business aspect of the whole establishment is frail. From the backend, the telephone prompts, and being redirected for weeks at a time with no callback is very infuriating from the get go. I mentioned I would gladly return the car if I could. The car hasn't been a problem, but dealing with the dealership has been the vain of this whole process.

  

  Business response

  10/28/2021

  ****** ********,

  I am so sorry for your experience with your vehicle repair. Thank you for letting us know about the phone system. Hopefully we can resolve that going forward.

  You had your battery replaced. When you brought it to us the cable was damaged. This is a very unpressidented time for everyone.

  The part had to be ordered. The vehicle shortage is nation wide. We did not have a loaner vehicle to offer. The part is not a covered item.

  The manager overlooked the demands an abusive language you were using toward him and our staff, because he does infact have empathy for your situation.

  The sales manger even offered to pay for the cable. The cable is in and it is being installed today. 10/28/21. 

  We would completely understand if you would prefer to use another dealership closer to your home in the future.

   

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When i bought this car in 2016 i was given a life time power train warranty. I took the car in for routine service in Aug of 2021 and was told the 4x4 coupler was going out and needed to be replaced. I asked if this was part of the power train warranty and was told "it should be". The service dept called the warranty provider and after faxing and emailing over 30 pages of service records they were told it is not covered. They are upset that the car was bought under ****** **** (my maiden name) and now i am married and my name is ****** ******. I went thru kia home office to have this changed. Send documentation several times.

  

  Business response

  10/20/2021

  Mrs. ******,
  
  
             I personally contacted the  Loyalty Program manager for Premiere Warranty in California in regards to your vehicle needed repair.  Premiere Warranty
  states that the part needed for your vehicle, the Viscus coupler is not an internal lubricated part of the transmission or engine of the vehicle, and is not listed as a covered part on Section 4 (Covered Parts) on your Lifetime Powertrain Program Loyalty Certificate given to you when purchasing the vehicle.   I apologize that the advisor ***** gave any assumption prior to getting a solid answer from Premiere.  The repair normally would run $1020.00, I would be glad to offer the repair to you for a reduced cost of $775.00 parts/labor/tax included. 
  
  *** ***** 
  Suntrup Kia
  Service Manager

*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. ↩