Complaints

This profile includes complaints for Pinehurst Auto Investors, II, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pinehurst Auto Investors, II, LLC

  10910 S US Highway 15 501 Southern Pines, NC 28387-5151

• 

  Pinehurst Auto Investors, II, LLC

  PO Box 1359 Southern Pines, NC 28388-1359

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:05/05/2023

  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 28 April 2023 I took my 2020 ************* to Southern Pines KIA, with an appointment. The appointment was to drop my car off, with an open insurance claim due to their being a dead animal in my vehicle. The stench had been growing for the week prior, and nuts were located in my cabin air filter, clear evidence of an animal. *** the service manager assured me he would work with ***** and their estimte and get it taken care of. *** has never once called me, I have called him daily due to no updates and no information provided. *** repeatedly tells me they just can't find the smell. Prior to taking my car to a *** ****** who I thought worked on ***s and should be able to help, I took it to a local shop. The local shop put it on the racks dropped the skid plate and could not locate the animal, indicating it was inside the dashboard which would need to be removed. I provided this information to *** at drop-off. He has yet to actually attempt to do that work and locate the animal. Southern Pines KIA is refusing to assist me in any way. They have had my car for a week. This is being paid by insurance and they still won't do the work. I have asked to get my car on Monday morning and I will find someone who can do the work on it. This is unbelievably poor customer service. My insurance should have the right to go after *** for the rental car they have been paying for while *** has done nothing to fix the problem with my vehicle.

  Business Response

  Date: 05/22/2023

  The vehicle arrived here on 4/28 with the concern of a dead animal type smell in the car. although we could smell it  we are unable to locate the source. The customer stated there was nuts in the cabin filter and they had already been removed. We did remove the blower motor to check for an animal. Nothing was found. we checked the dash vents, under the dash as well as under the car an we are unable to locate the source of the smell. We did run the ozone generator in the vehicle in an attempt to reduce the odor. As the doors were opened and we were looking at the car the smell dissipated to a point we could not smell it. We would have to let the car sit for a few hours to build up again to try to locate it.  i will also note that we did spend time looking for the source of the smell the customer was not charged for any of it. 

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20023165
  
  I am rejecting this response because:
  

  I think the fair resolution is for reimbursement for the week of a rental car I incurred as a result of the business refusing to do anything more than the few items they stated. I informed *** very clearly at drop off that the car was already looked at with no immediate signs of an animal and the dash needed removed. He never once made an effort to do that or get the authorization from geico to do so. A week of my time and money was wasted. And a "we tried" isn't a resolution to that. Several dead mice were located and removed. The proof can be found in the attached work receipt from the dealership who did the work and corrected the problem. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/02/2023

  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.

  -Date of Transaction: 08 FEB 2022.-Amount Paid: $3645.07.-*** was supposed to fix vehicle front end noises.-*** did not fix the problem correctly. Vehicle parts were installed incorrectly causing more damage to the vehicle and requires more services to repair.-Telephonic contact was made to *** in the months of January and February 2022. The manager and owner were either not available, or choose not to discuss the issue. Email was sent to ***************************************** who I was told is the owner and I have not received a response. The business has not offered to correct the problem at this time. -The invoice Number for the work is ******, and the service representative was **********************Details:Our van began making creaking noises in the front end of the vehicle. Still being under the factory warranty in the event something needed to be replaced, we brought it to get official *** ********* maintenance. The service department told us the noises were caused by the front strut assemblies and they needed to be replaced. We additionally agreed to get the rear shocks replaced as well as brake rotor resurfacing that we were told may have been contributing to the noises. Unfortunately, the noises came back within the month. I would have taken the van back to your shop but we moved out of the state shortly after picking up the van after all the repairs were made.Once again we began taking the van to a *********** center where we currently live in ********* in an effort to identify the source of the noises. Finally after various appointments and inspections it was discovered one of the front struts were incorrectly installed. The incorrect instillation has caused further damage to my van and needs to be replaced. I have documentation from our current dealership stating the incorrect installation of the parts and are open to being contacted. Due to being out of state, the complete lack of confidence in the Southern Pines Kia, and waisted time I would like a refund.

  Business Response

  Date: 05/18/2023

  I reached out to the customer to discuss their concerns and a possible resolution. On 5/17 i called the phone number provided to us on the complaint details. I called again on  5/18. as well as texted and send an email to the address provided. As of the writing of this i have not heard back from the customer. if the customer contacts us i will update again at that time.  

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20006212
  
  I am rejecting this response because: I the customer have a full time job and was contacted during work hours. I called the service department and talked to *** 19 May. I was supposed to get a response on Monday 22 May and failed to get one. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/24/2023

  I spoke with ******************** on 5/24   we agreed to pay for the repairs at the other dealership ( the estimate provided was ******* ). He advised me that there may be a short delay in bringing the vehicle in. once the car arrives to call and we would provide the dealership a credit card. 

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The Engine was replaced under warranty as a result there has been an oil leak due to either a faulty main primary front seal - this was done originally at this place of business we are now back in out home state and the dealership we are going to now is requesting us to pay for this repair - this should be a warrantty repair not a pay repair

• Initial Complaint

  Date:06/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 vehicle from Southern Pines Kia around May 20, 2022. During the test drive, I heard a noise that did not sound right but it's not constant. The dealer tried to pretend that he could not hear it at first but I immediately learned what to do to make the noise happen to where he had to acknowledge it. The car seemed fine outside of the noise. The dealer agreed to repair it. I have had to miss days of work. I work an hour and 20 min away and gas is at almost $5 a gallon. I also make $25 an hour on my job. I sat there one day for over 7 hours because they were trying to find out what the issue was. I was advised it was the struts. They replaced them. After getting home the noise was still there. Took it back and was told it was loose lug nuts which could have been my life. I drove the car to ****** and realized the noise was still there. I took it back and was but at this time I also told them about a skip that the vehicle had and the AC was not cooling. They recharged the AC and the young guy in the service dept stated that they recommended replacing both struts but they were authorized to replace only 1. I was still holding the check for the car which is why they were trying to fix the issue. The last time I took it to them, I gave them the check and They replaced calibers but the sound and skip are still there. Now that they have the check, the GM will not return or answer my calls. I am a woman so didn't know to look under the hood. A friend popped the hood and i immediately took scheduled an appt with a different Nissan dealer. The dealer stated that he had been there 18 years and that he strongly felt the vehicle had been submerged in water for quite some time because it is a 2018 and the battery should not have rust like that or water stains in the tray it sits in. He pointed out water stains and fingers prints on the roof of the vehicle where he thinks someone tried to do something with the water that was in the car. There is so much more.