ComplaintsforH & H Kia

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1/24/24 purchased a 2021 kia forte that i was leasing, i did the extended warranty , was told it could be canceled anytime if i sell the car, i also purchased maintenance package , i had told them about the poor service i had received before they said that was before some new shop was built? so i tried it . i call the dealer the next week to get all the details and time/millage on warranty work, left messages, i did get text back1/30 and 2/6 they will call me as of 2/14/24 no call , 2/8/24 made a service request on line it took 2 days to get a call back in which they could not get it in for 2 weeks for a oil change so i feel they just talked crap just to get the service sales, i cand get any info or a call back i want to cancel these extended warranty and maintenance, how will i even know if somthing is covered if they dont call me back , when i said i was buying the lease they call then when there was a saile involed

  Customer response

  02/15/2024

  i did recieved a call back from h and h kia they sent a refund form to fill out , it has been filled out and sent back they advised i would not see the credit on the auto loan for about 6 weeks

  

  Business response

  02/24/2024

  Dear ***** 
  
  Thank you for your patience and understanding during our recent conversation about the warranty cancellations.  I would like to sincerely apologize for the poor communication and our inability to return your call promptly.  Your feedback is important to us.
  

  I appreciate the effective and constructive manner in which you communicated with me during the resolution process.  To recap, we helped get your warranty, select 3, and maintenance coverage cancelled with a total refund of $5,175.  Your check has been expedited and already mailed.  I’ve also attached a copy of the check to your BBB file.   Also, my goodwill offer of a paid membership to the Shine Shop car wash off 370 & I-80 still stands if you change your mind.
  

  I want to reiterate my sincerest apologies for the challenges you experienced.  I am grateful for your patience and understanding as we worked towards a resolution.  If you ever need assistance in the future, please feel free to contact me directly on my personal ****** ****** ** *************  * ** **** ** **** *** ***** 
  S********* **** ********* ******* ******* *** *** 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I came away from a service appointment at H&H Kia for a free vehicle safety recall with a bill from a debt collector for $*********. The service I came in for was not done in a timely manner, no timeframe was given initially for the service so I wasted almost 2 hours waiting only to be told parts were not in stock and nothing was done. I rescheduled another time to come in and was then given a loaner vehicle (which I didn't ask for and previously declined). I was not properly briefed about the ramifications of the loaner vehicle, which was loaned to me likely against internal company policy by a very young, very inexperienced worker. The service was again not completed in the timeframe I was told (one day). My car was kept over the weekend, even after I tried to reach out and cancel a speaker diagnostic I had also requested to get my own car back faster. The following day, the loaner vehicle was stolen and wrecked (see attached police report). Car was locked. My vehicle has an immobilizer, the loaner did not. Would've prevented this theft. **** **** **** ******* ****** ********** *** ** *** *** **** ***** ***** *********** ******* ** ***** ********* ******* **** ****** ** *** ** **** ******* 2012-2021 Kias lack an immobilizer. It is an incredibly negligent practice by the dealership to loan vehicles without proper security hardware, and to not offer optional wheel locks like Kia has been offering for consumer vehicles. Received very rude and dismissive service when arriving back to notify the dealership of the situation. A claim was filed on my insurance by H&H without any notice given to me, which was denied. After two months of almost zero communication from the dealership, I receive a debt collections notice out of the blue for $*********. Zero communication back from H&H Kia when trying to contact them for support. Please read the full story I attached. This is a nightmare I can't seem to wake up from and I pray that someone with a heart does the right thing.

  

  Business response

  05/09/2023

  May 8, 2023
  
  Dear Jake,
  
  Thank you for taking the time to speak with me the other day.  As we discussed, H&H Kia has informed our insurance company that we are no longer pursuing compensation for our vehicle that was stolen while in your possession.  We appreciate your willingness to continue our relationship so we can resume doing business together. 
  As we confirmed on the phone, you have my cell phone and email address.  If you have anyone contact you about this situation, please get their name, number, what company they represent and then let me know.  We will then contact the appropriate people, so that they will cease. 
  Thank you again for working with us to come to a reasonable resolution.  We know this situation has been difficult for you and we are happy to help bring it to an end.  Again, please don’t hesitate to call me if I can assist you in the future. 
  
  Andy *********
  General Manager
  H+H Kia 
  Email; *******************
  Mobile: ************
  
  

  Customer response

  05/09/2023

  
  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,
  
  Jake *******

*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. ↩