ComplaintsforCoastal Kia

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty in Sept of 2019 from Coastal Kia for my 2016 Kia Sorrento. I was told that the warranty was a 5yr unlimited mileage warranty and would cover everything as if the car were purchased new. I paid nearly $3,000 for this extended warranty thinking it was through Kia so it would be legit and they would honor the repairs I've just received a call from Kia that the $4,000 in repairs that Kia staff verified and stated were covered by warranty have now been denied. Now I'm stuck to foot the bill and my $3,000 warranty isn't worth the paper it was written on.

  Business response

  09/21/2023

  Mr. ***** spoke with our Service Director **** ******.
  His concerns were addressed and parts have been ordered
  for a warranty repair.  A service appointment has been set
  for his 2016 Kia Sorento in reference to Mr. *****’s concerns our
  technicians were able to duplicate.
  Mr. ***** expressed satisfaction with
  the resolution and is aware of the applicable deductible.
  Please contact our office if any additional information is requested.

  Thank you,

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

   

  Customer response

  09/22/2023

  
  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.  I believe this was a misunderstanding and that I made my complaint without giving them time to contact me and explain why some of my repairs were rejected. 
  
  Sincerely,
  
  Jeff Poole

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased a new vehicle 9/3/2022. There were $4,995.00 in extra charges for: splash guards, lifetime car washes and local pick up and delivery within Wilmington zip codes with scheduled service. We indicated many times that we are not in a Wilmington zip code and if the car wash was a free car wash at a Wilmington location we wouldn't use it either. They didn't remove it. The finance person explained it to my husband, Bruce, basically saying it was because they need to make a profit on vehicles, and then told him if he didn't like it to bring the car back knowing it couldn't be brought back, we wouldn't have brought it back anyway. We don't need to hear the same explanation over and over. This is something specifically listed that would not apply to us since we don't live in Wilmington. The salesman told us they delivered a vehicle to the Chicago, IL area, was that charge on that vehicle because he didn't live in Wilmington, NC? If something is being charged for, it should be something the buyers can use, not just a way to add an upcharge. Also it's highly unlikely that the car washes and pick up and delivery would add up to as much as listed. People should not have to pay for something they can't use.

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/10/03) */ As the complaint points out; we discussed pricing with Mr. and Mrs. **** during the time of the sale after they inquired specifically about the charge. They elected to proceed with the purchase with full knowledge at their sole discretion. After the purchase and further communication regarding this charge we gave Mr. and Mrs. **** the option to return the vehicle and reverse the purchase if they were not completely satisfied. They declined the offer and chose to keep the 2023 Kia Sportage. As a "goodwill" gesture we offer to provide a $1000.00 credit that may be applied towards accessories or future vehicle service needs or a cash payment in that amount. We regret that this customer feels dissatisfied and truly desire to rectify this situation as offered if possible. Again; Mr. And Mrs. **** had every opportunity for full disclosure of costs and additions and freely elected to purchase this vehicle, declining the generous opportunity to reverse the transaction. Please contact our Operations Manager Peggy R****** at XXX-XXX-XXXX with any concerns or questions. Thank you Consumer Response /* (2000, 7, 2022/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June 21st I purchased an ATV from coastal Kia of Wilmington for just over $5200 the manufacture is kandi. It is meant to be an all-terrain vehicle and go off-road or in the sand within the first time of driving it the front suspension we noticed was facing outwards and that the tire had gone bald within 10 minutes. They came and picked up the vehicle and replace the tires at that time it took almost 2 weeks. We finally got a vehicle back and within five days started having ignition issues and realized that again the tires were going flat and facing outwards something did not feel right with the suspension. On multiple occasions we had tried to call them and let them know that there were still problems to which we never got return phone calls finally we ended up showing up there at that point we were treated extremely rude by a sales associate name Uber at that point in time we were accused of being somewhat hostile which we were not I asked them to please look at their cameras and we were ordered to follow people into their offices. During the first go round we were offered $120 reimbursement for the time out of the vehicle however that did not even cover the first payment in which we have already had to pay and not had the vehicle in our possession again for the second time more than two weeks. I was then told that they tried to call us put on the wrong number we got our very first call the second time of them keeping the vehicle on Friday August 5th. We've actually only had the vehicle a total of about 11 days in our possession which to no avail we still have problems I was told today that they were going to dump the vehicle on our lawn when we in fact do not have keys as 1 of the issues was the ignition switch needing to be replaced. I explained we would be able to check out the vehicle tomorrow and talk about trading it back when I was told we were just bringing it and dropping in your yard. I'm Being told I cannot check it out or sign anything approving it.

  Business response

  11/01/2022

  Business Response /* (1000, 5, 2022/08/17) */ Note to BBB: This case was posted to Coastal Kia. The comments reflect concerns with a Go Cart purchased from Coastal Powersports We appreciate you and Mrs. ***** coming in to discuss your concerns. Your patience is appreciated as well. As you are aware the service concerns you mentioned were addressed at no charge to you before this case number XXXXXXXX posted. Your Go Cart was delivered back to your home as requested. Please reach out to our Service Director whom you have been working with if you have additional concerns - John Wigger XXX-XXX-XXXX ext **** Thank you

*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. ↩