ComplaintsforWilson Kia

• Initial Complaint

  08/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I requested KIA to send me my purchase order form. They said that they would do so in 5-7 business days and it has been almost a month.

  

  Business response

  08/16/2024

  Ms. ***** has requested information from Kia Finance of America.  The attachments show this to be correct.
  She has not requested anything from Wilson Kia.  Her complaint would be with them, not Wilson Kia.  If we can do anything to help her, please have her contact our dealership finance department and perhaps they can help her.

  ****** *****

  CFO

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 1/3/24 I TOOK MY VEHICLE TO WILSON KIA FOR SERVICE. AFTER WAITING IN THE WAITING ROOM I WAS TOLD MY VEHICLE WAS READY. THIS WAS A WARRANTY AND RECALL. I COLLECTED THE PAPERWORK AND LEFT TH PROPERTY. I TURNED ONTO LAKELAND DR AND THE CHECK ENGINE LIGHT CAME ON AND THE VEHICLE BEGAN IDLING ROUGH ALONG WITH EXHAUST FUMES. SO I CALLED THE SERVICE DEPT. AND EXPLAINED WHAT HAPPENED AND COULD I BRING IT BACK FOR A RESCAN. I WAS TOLD THAT I WOULD BE CHARGED ANOTHER $198, I EXPLAINED MY SITUATION (DR. APPT) SO I CONTINUED ON ONLY TO CALL BACK LATER THAT DAY AND GOT NO ANSWER. I CALLED BACK AGAIN OVER THE NEXT COUPLE OF DAYS STILL NOY GETTING AN ANSWER. SUNDAY NIGHT 1/7/24 I HAD TO DEAL WITH A FAMILY EMERGENCY WHICH ENDED UP WITH AN ADMISSION IN THE HOSPITAL ICU FOR A WEEK. I AGAIN CALLED EVERY DAY EVEN TRIED THE SERVICE MANAGER AND GENERAL MANAGER AMD GOT NO RESPONSE, AFTER DEALING WITH THE EMERGENCY I CALLED THE KIA NATIONAL CUSTOMER SERVICE AND THEY TRIED THE SERVICE MANAGER AND GENERAL MANAGER ANDRECEIVED NO ANSWER. SEVERAL VOICE MAILS WERE LEFT AND NOT RESPONDED TO. OVER THE NEXT SEVERAL MONTHS THE VEHICLE GOT WORSE ANDREPEATED CALLS TO THE DEALER WENT UNANSWERED. HERE IT IS JUNE 2024 AND MY VEHICLE IS STILL NOT FIXED IT DIES IN THE MIDDLE OF THE ROAD, CHECK ENGINE LIGHT IS STILL ON, BAD EXHAUST FUMES, LOW IDLE. I AM DISABLED AND NEED MY VEHICLE FIXED. CANNO LEAVE TOWN FOR FEAR OF BREAKDOWN

  Customer response

  06/17/2024

  During the period from January 3 to around May 15 my vehicle constantly misfired, idled rough, produced exhaust fumes through the a/c and heater and the vehicle stalled on a few occasions. I hired a mechanic who determined the problem with my vehicle was the spark plugs and ignition coils which were replaced at a cost of $500 for parts and labor. My vehicle still idles rough, stalls and occasionally misfires. I am also unable to use the a/c or heat due to exhaust fumes.  

  

  Business response

  06/28/2024

  re:  ******* ************

  In response to Mr. ************'s complaint, I have attached the MPI report showing him all the issues we found with his vehicle when it was in our service department in January, 2024.  He declined all repairs except for the factory recalls that were paid by Kia.  He is not due a refund and we will be happy to repair his vehicle at his expense if they are not covered under warranty.  There are numerous things on the MPI that could be causing his issues.  These are not covered by warranty on a 2015 Kia with over 149,000 miles.

   

  Thank you,

  ****** *****

  CFO

   

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My KIA has a recall per the National Highway Traffic Safety and KIA states it not a recall its a extended warranty and I will have to pay $400 plus a tow to check and it may or may not be reimbursed!!!! The letter uploaded is the .ost recent recall there was just a service done for the last recall just 10/2023 now my car is having issues

  

  Business response

  04/12/2024

  Ms. *******'s vehicle is currently at our dealership waiting to be picked up by the customer.  The attached recall has no remedy available at this time as shown in the letter.  Per the letter, a new letter will be sent when a remedy is available for the recall shown in letter provided.

  Ms. *******'s vehicle was diagnosed by our Service Department correctly and she does not believe that the repairs we recommended will repair her vehicle.  We actually put a new part on her vehicle for testing purposes to confirm we were correct in our diagnosis, but due to customer not believing that is the fix to the vehicle she does not want to pay for repairs.  So, the new parts were removed and her old part was put back on her vehicle until the customer approves payment for repairs needed. At this time, the customer can either approve repairs, which are not covered by warranty and have nothing to do with this recall, to fix her vehicle and we will stand behind the work we perform or she can come and pick up her vehicle and at this point in time due to how irate she has been at our employees we are requesting she take her business elsewhere. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Wilson Kia's sales department in August 2022 regarding ordering a 2023 Kia Carnival and trading in my current vehicle. I was able to place an order and was told the current wait time was 8 weeks. At eight weeks I contacted my sales rep for an update and was told "nothing yet" and when I asked if they had an approximate ETA the answer was "no-hopefully soon." Two weeks later, again I reached out for an update - still no update. At 11 weeks, I spoke with the sale rep again for an update, and received a delivery date of 10/31/22. I was instructed to send photos of my potential trade and complete an online credit application. I did so. I followed up the next day to see if any additional information was needed (as I never received a response) and was told that the finance officer had not been able to look at it, but that they would let me know something tomorrow. I did not receive a call. I checked in a week later, and was told that the delivery date had been pushed back to 11/6. I inquired about the financial application, and was told it was too soon to work on it. I contacted the sales rep again on 11/3 to ask if the car would still be available 11/6 and was told that now the date was 11/20. On 11/15 I contacted the sales rep about the delivery date and she informed me that it had been delivered. She also explained that I would have negative equity on my trade and sent over a financial agreement with the potential figures. I explained that I was not interested in taking less than pay-off and requested a new purchase agreement without the trade. She stated the financial officer was "looking at credit now", but I never received an updated agreement. On 11/17 we drove 2 hours to Wilson Kia to complete the purchase. I was asked to complete the loan application again, because the previous one had expired. From there the loan officer had to run the credit and gather the paperwork. Which I was told had already been completed, but apparently hadn't. We arrived expecting to have everything ready to go based on our communication, however, it took almost four hours to complete the purchase because nothing had been started despite being told that it had been. A month after the purchase date, I contacted Kia and explained that I had not received my registration or plate information. I was told that they would have the the lady that handles that contact me. I was never contacted by her. Then I was told that she had been waiting on a title and that she will get it out. On 1/5, I called Wilson Kia and again explained that I have not received my registration or plate information. After looking up my purchase in the system, they informed me that they would send the information out the next day. On 1/11, I received a call from my local DMV, explaining that they received the information and a check, but that it was not the correct amount and that there was also a late fee. I contacted Wilson again and explained that the DMV said that I owe $746.35 to obtain my license. They said they could send a check for the late fee, but they were not responsible for the remaining amount. I then asked to speak with the manager and was transferred to him. I explained what a horrible purchasing experience this had been from the beginning and that according to the DMV, the check was short $746.35. He explained that they were responsible for the late fee, but the other fees were my responsibility because they do not have all of the specific fees available whenever they figure out the amount due. I explained that I felt that if there were unknown fees then those should have been disclosed. But we were never told that our purchase amount would not cover the total of the fees. Furthermore, based off the timeline of events, I am led to believe that the information would not have been submitted to the DMV had I not repeatedly inquired about it. Which I feel like is the responsibility of the company. The manager then stated that he could put me in contact with the person that deals with the registration. I explained that I had already spoke with her. He then stated that he did not understand why I was contacting him if I had already spoke with the person responsible for contacting the DMV. I explained that I was very disappointed with the entire experience and did not feel that I should be responsible for the remaining balance when his company 1. Did not submit the information in a timely manner, resulting in fees and 2. Did not communicate that their company would not pay the amount in full. I also wanted to notify him in the hopes that it was not the companies standard to provide such lousy service. He offered no attempt of restitution. Overall, this has been the most frustrating and unprofessional experience. I had to contact the dealership at every step to acquire information and ensure that the job was complete - which often it was not. I cannot recommend this business to anyone, in fact, I am inclined to warn others about the lack of professionalism, integrity, and thoroughness of this company.

  

  Business response

  01/13/2023

  We are very sorry that ****** did not have a good experience at Wilson Kia.  It is our mission to make every customer happy.  Kia Motor America has been unable to fulfill Carnival orders in a timely manner.  We have customers who have waited a year for their Carnival.  We require our sales consultants to reach out monthly to update customer on their ordered vehicle.  I am very sorry ***** did not communicate with you enough.  We have spoken with ***** and explained that customers should not need to call us consistently for updates and she will need to do a better job in the future updating her customers.  As far as giving an ETA on vehicle arrivals, this often changes.  I am very surprised that your vehicle was ordered in August and delivered by the end of October.  We have customers still waiting on their Carnivals to be manufactured.  Kia is currently not manufacturing anything above the LX package because the window parts are difficult to get.  Unfortunately, we are at he mercy of the manufacturer on these vehicles.  What we do have control over is how much we communicate with our customers.  I am very sorry we failed your expectations on that.

  Concerning the additional fees for your tag and title process.  We make every effort to charge the exact amount your tag office will be looking for, but more often than not, we fall short.  When we over collect, we refund the overages.  When we under collect, it is the customers responsibility to pay the difference.  This too should have been communicated with you in the finance office.  This has also been addressed.  We are very sorry that happened.

  We are also sorry that your paperwork was not sent in a timely manner.  Our title administrator was out with Covid and when she returned, it actually got overlooked.  We are responsible for the late fees incurred.  A check for those fees in the amount of $334.61 was sent to the tag office overnight delivery today.  It should be there waiting for you.

   

  Thank you,

   

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car been in shop since week of Christmas. Every time I call their excuse is they are waiting on Kia to tell them how to handle the problem. Can't hardly ever get them on phone. The car used 2 quarts of oil in 1300 miles after they said they had it fixed from last time it was in shop. This is the second time it has been in shop for same issue. I need the car fixed and returned as soon as possible. Huge inconvenience not having it we wasn't even offered something to drive for the last two months. Seems like they giving me the run around every time I call. This car is still under warranty. It only has around 85000 miles. Had this car since it was new and has always been serviced on time at this dealership.

  

  Business response

  03/28/2022

  I though we had already responded to this.  We took over the Kia store on February 8th 2022.  We have received an approval for Mr. ***********'s engine and have received the engine.  We hope to have the work completed by the end of this week.  Our General Manager has spoken to him on the phone concerning all this.

   

  Thank you,

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car have been at Kia in Flowood since the day before Thanksgiving. Prior to me having my car towed there from the *** **** ****** on I55 N. I was advised that they were behind with repairs etc, and it would be after the beginning of the month when they contact me. Fast Fwd, they contacted me on 1/18/22 I end up calling back the next day to check my status and they informed they had called. So, the ***** lady tells me my battery, end cables and something else is missing on my car that was there upon arrivial. Now, my car have set there almost 3months parts missing, and they basically told me they can't even run the diagnostic test to see was the motor covered under the warranty, because of the missing parts and said Im to replace them prior to moving ahead with repairs, saying its not their fault. Im emotionally drained at this point. This have been a ongoing situation on and off since November with my car. Plus im carless having to borrow people cars or uber around no rental. I just want my parts replaced that came up missing in their possession and also my motor replaced. And to mentioned, the ***** lady gave me a supervisor number to contact that same day. I have left at least 3different voicemails since I wnt up there and talked to ***** and looked at my car, no one have responded to me at all.

  

  Business response

  01/24/2022

  I have researched Ms. ****** complaint and have the following response.  Before Ms. ****** had her car towed in, it was already not running and would not crank.  Ms ****** had not been in our dealership for any service since July 2019 and the mileage at that time was 84,038 miles .  Since her complaint was that the car would not crank, there was no way to determine what the current mileage is on the vehicle.  Although Ms. ****** says the cables were cut and the battery was missing while in our possession, there is no way of knowing if that is correct or not.  It is possible it was vandalized while at *** **** ****** on I55 North or even while in her possession.  Since it would not crank and had no power upon arriving at our dealership, that would most definitely be a possibility.  Ms. ****** vehicle also has a branded title so therefore will not qualify for any warranty.  Therefore, if she wants the motor replaced, it will obviously be at her expense.  We would not just go into a vehicle and cut cables, nor would we take a battery out.  Thje vehicle was towed in by her and it had no power source when it arrived here.  Thank you.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My 2020 Hyundai Accent has been in at Wilson Hyundai in ridgeland since 11/9/2020… it’s now on it second engine repair.. the dealership is dragging on trying to fix my car. It’s been waiting for it’s 2nd engine repair since July 2021… they are now stating I only brought the car in April 2021 which is in true and they don’t when they will be able to fix it. The company went through a buy and sell and only gave me and others who had a loaner or rental car that we have 24 hours to bring rental car back due to this issue..now the new owners are not providing rental cars. There service advisors and management are rude and unwilling to help. I just want my car fixed!! ****** stated that when she had this issue she saved up the money to purchase the engine herself and had someone put in it and she found a way to get to work..etc..

  

  Business response

  01/12/2022

  I am sorry Ms. ***** is having issues with her vehicle.  Although I cannot speak for the new owners and how they are treating Ms. *****, i can give an explanation on what happened with Wilson Premier and her vehicle.  Ms. ***** owns a Hyundai Accent.  The motors for the Accents have been on National Backorder for well over a year.  The first motor we received and installed was faulty.  We were unable to acquire a 2nd motor before we sold the dealership.  During our ownership, we placed Ms. ***** in a rental vehicle.  Since we were closing down our operation, we could no longer be responsible for a rental.  That would fall under the leadership of Hallmark Hyundai North.  Based on what my records show, they should apply for what is called a PA (prior approval) to replace the engine since the Accent engines were not part of the engine recalls by Hyundai.  I cannot answer for what that company has or has not done since their takeover in December.  I would also recommend that Ms. ***** call Hyundai Consumer Affairs and request a vehicle buy back since her vehicle has been down so long due to lead times for a second engine.  i am sorry we are unable to help her any longer.  I do hope that Hallmark Hyundai North will be able to help her with her future needs.

  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. 

  Regards,

  ****** *****

   

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my 2016 Hyundai Tucson and I paid for a recall on the the abs 368.00. I want a refund back. I only had it 3 months.

  

  Business response

  12/16/2021

  Please be advised that the customer did NOT pay for the abs recall.  That was paid by the manufacturer.  What he paid for was for a defroster repair which is not covered by warranty.  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car broke down out of state on August 31st so car was taken to Wilson Hyundai to be worked on. I am covered under an extended warranty and I also have carsheild. No one at the dealership calls to update, he has text me since the car has been there. Even left a voicemail for the manager over service still no call back. My car is my livelihood. I have been without a job since September due to this.

  

  Business response

  12/15/2021

  Ms. *********'s vehicle is in the process of being completed now.  Her warranty company denied the claim, so in order to help her, we submitted it to the manufacturer to see if they would cover the repairs.  We finally did get the manufacturer to help with this claim, received our PA, got the parts in and we are now completing the work. ..

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