Complaints

This profile includes complaints for Quirk Chevrolet, Buick, GMC and Volkswagen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Quirk Chevrolet, Buick, GMC and Volkswagen

  1250 S Willow St Manchester, NH 03103-4040

  
• 

  Quirk Chevrolet, Buick, GMC and Volkswagen

  1300 S Porter St Ext Manchester, NH 03103-3176

  

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:04/21/2025

  Type:Sales and Advertising 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.

  I spoke with ***** ****** at Quirk Volkswagen about leasing a car at their dealership. I told him that I was waiting for my car to sell then I would be coming in with cash. I was waiting for the individual that looked at my car yesterday to give me his decision. ***** texted me this morning saying that he could give me 9000 for my vehicle. $5000 back to me and the rest for the down payment for the lease. I told him it didnt matter as long as I get $5000 and the lease payment is around $360 a month. He said he was there and when could we come in. I told ***** that Id apply online. We both knew from our previous conversation I was top tier credit. After I ran the credit pull ***** said it come back perfect 835+. At this time ***** notified me he had messed up the numbers and the payment would be 467 a month. I told him this was a bait and switch he said it was a mistake. At this point I just want the credit pull removed from my credit report.

  Business Response

  Date: 04/22/2025

  We appreciate the opportunity to respond to the customer's concerns and sincerely regret any confusion or frustration experienced during the leasing discussion.

  
  Upon review, it appears there was an error in the initial payment estimate provided to the customer. This was not intentional,but rather due to uncertainty surrounding the exact amount of equity the customer would be receiving back from their vehicle a key factor in finalizing accurate lease terms.

  
  We can confirm that the customer voluntarily submitted a credit application, which authorized the credit inquiry. As such, we are unable to remove the credit pull from their report.
  That said, we fully understand the importance of clear communication and expectations, and we are committed to making this right. A representative from our team will be reaching out directly to the customer to discuss a potential resolution and ensure their concerns are addressed thoroughly.

  
  We value our customers and take all feedback seriously as we continue to improve our processes and transparency.
  

  Sincerely,
  ***** ******
  General Manager
  Quirk Manchester

• Initial Complaint

  Date:04/14/2025

  Type:Product 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.

  Refusal to do engine recall based on findings from January. That are Directly Tied to a open engine recall

  Business Response

  Date: 04/22/2025

  The customer had the vehicle towed in with a concern of the engine cranking over but would not engage and start. We inspected the vehicle for the failure and found that the engine jumped time due to a camshaft alignment pin breaking. The vehicle does have an open recall for a piston oil ring failure, which does not apply to the failure this vehicle is experiencing. The customer did not pay ********************** of ********** for any repairs therefore there is no refund to be offered or warranted from the dealership.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23193107
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/13/2025

  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.

  Please see the attached document for full detail. Since November I have been trying to get *** Quirk of Manchester, and the manufacturer, to repair a recall that has caused my headlights to not function. The car is dangerous, unable to be driven in the dark, and they will not provide me with a complimentary rental. They also cannot give me a timeframe in which they will have the part to repair it. My car is almost due for inspection; however, is un-inspectable and not worth very much in the current condition.

  Business Response

  Date: 01/23/2025

  The vehicle has an open recall through **********, the part is on back order with **** *** will not cover a complimentary rental vehicle. This has nothing to do with us a dealer as the parts come directly from *** and they will not approve or cover the cost of alternate transportation. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22794714
  
  I do not accept the business's response as a resolution to my complaint because: I have contacted both the manufacturer and dealer. Both institutions are not addressing the recall and neither will offer a complimentary rental. My car is undriveable and uninspectable in the current state. Inspection is due in less than 30 days. Not other solutions have been proposed by either institution.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/28/2025

  We as a dealership have to work within the warranty guidelines set by the manufacture. *** has informed the customer they will not cover the cost of a rental vehicle while the parts are on back order. We as a dealer have done everything we can to perform the recall, the parts being on back order through *** motors is out of our control. The customer can contact *** consumer affairs to discuss this further or can take this complaint up with *** directly. 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22794714
  
  I do not accept the business's response as a resolution to my complaint because: the dealer keeps telling me this is the fault of the manufacturer while the manufacturer is blaming the dealer. This feels like a ploy so neither has to correct the issue. I have a complaint lodged for the manufacturer as well with no resolution from either side. My request for a temporary complimentary rental is a simple solution and reasonable. 
  

  NH state law requires working high beams to pass inspection. I have just a few weeks until I will be unable to drive my car.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/20/2024

  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.

  Brought my 2023 GMC Sierra ****** to quirk *********** on May 20 2024 for an electrical issue with check engine light illuminated which disables several features including air conditioning and tailgate function when vehicle is parked in warm weather (high 70s or above). At first they could not duplicate the issue and ordered a power distribution block to replace. Picked up the vehicle while part was on order with no time frame on part availability. Several weeks later part arrive and vehicle was dropped off for repair. Part was replaced and as soon I got in the truck the same issue occurred. I got the service advisor and had him come out to the truck to see the issue while it was occurring since they claimed they were unable to duplicate the issue. I had brought the vehicle back in for this same issue several times. The body control module was replaced, but still did not resolve the issue. I was told the vehicle may need wiring harnesses to be rewired. I left it with them for 3 weeks from early July to beginning of August where they claimed to finally solve the issue by replacing a pin in one of the wiring harnesses for the body control module. I picked up the vehicle and the problem appeared to be resolved for two weeks and then resumed, but this time without a check engine light or any diagnostic codes. I was told to bring it back in and they would continue where they left off. Two weeks went by and I called for an update. The service advisor said they had not been able to duplicate the issue and there are no diagnostic codes so they cannot work on it because they don't have a point to start from. Suddenly I am back at ********** where they won't work on the vehicle without duplicating the issue when it is the same issue they had already been working on. They have stated the pins in the wiring harness are expanding during warm weather. *** customer care is involved. Vehicle is still sitting. Vehicle has been there 4 or 5 weeks this time.

  Customer Answer

  Date: 09/23/2024

  Service manager reached out to me and discussed next steps.  I have agreed to pick up the truck and drive it to see if the issue reoccurs.  I am willing to continue working through this with the business at this time.  

  Business Response

  Date: 09/24/2024

  I have spoken with Mr. ******** and worked out an action plan with him.  It is true that his vehicle has been in several times for several weeks regarding his concerns.  The Service Engine Light has been on in the past but is not on now.  We haven't been able to duplicate the concerns.  The Service Engine Light isn't on, and the condition seems to occur when the outside temperature is above 70 degrees.  We have updated programming from a recall that may have an impact on his concerns.  The owner agreed to drive the vehicle and contact me immediately if any of the concerns return.  The vehicle is under the manufactures warranty for 18k more miles and roughly 18 more months.  I assured him we would involve the ** engineering and ************************* on his return.   

• Initial Complaint

  Date:08/15/2024

  Type:Product 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.

  Multiple defects with a new 2024 gmc terrain transmission has failed twice within 5 months dealer refused to take vehicle back. They expect me to take a loss on the vehicle.

  Business Response

  Date: 08/22/2024

  The 2024 GMC Terrain was in need of internal transmission repair at 525 miles after the vehicle was purchased.  The owner brought the vehicle to the service department for repairs.  The owner was supplied alternate courtesy transportation per ************** Policy and Procedure while the vehicle was under repair.  The vehicle was repaired per ************** Policy and Procedure.  All new GM parts were used in the repair.  The vehicle was repaired at no charge to the owner under the manufacturer's warranty.  The transmission had another issue at ***** miles.  The owner brought the vehicle to the service department for repairs.  The technician found another internal transmission issue.  The customer is currently in alternate courtesy transportation while the vehicle is repaired.  The dealership requested that the manufacturer authorize replacement of the entire transmission assembly instead of repairing due to the circumstances.  The request was approved.  We are currently waiting for delivery of the new transmission.  The transmission will be replaced per GM P&P upon arrival.  All steps taken by this service department and dealership follow the terms of the manufacturer warranty involving this vehicle.  All steps taken to honor the warranty have been done in accordance with ************** Policy and Procedure.  The dealership has acted expeditiously in the name of customer satisfaction while maintaining compliance with ************** Policies and Procedures.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22141884
  
  I do not accept the business's response as a resolution to my complaint because: [.]
  They have not made a reasonable solution to returning the vehicle. They are in breach of the contract. They have have the vehicle there for more than 30 days and I am not confident that this problem will not happen again and I am well within my right to to return this vehicle and get all of my money back   And the dealer will not do what they are bound to do by contact   

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

  Business Response

  Date: 08/30/2024

  The concerns listed above are understood but they are misdirected.  ************ has complied with ************** Policy and Procedure throughout the sale and service of this vehicle in accordance with all federal and state laws.  The owner's grievance should be directed toward manufacturer not this company.

• Initial Complaint

  Date:01/08/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  12/30/23 at the Quirk Chevrolet (Q). A Sales Manager (SM) showed me a demo truck (I was aware). He came over with the price for the truck it was almost more than $2,000 than was listed online. He said well, there’s EMT deals etc. I said no sir, it is on my phone, same as the (6) RST's same trim with no miles that have all sold. The Stock#, VIN# and sticker of all features tying it to that truck in the ad, Chev cash. Q Cash.$500 red tag rebate from Chevy. He just stared at me. I said so that price you are asking for it is wrong. He said no, this is the price,this truck is like gold right now, I don’t know why that’s on there, it shouldn’t be. And made a show of "matching" the ad price.We agreed on a price for the '23 demo Chev truck, and my trade value. I filled out ppwk so that my credit could be run for financing. I went and sat down, the SM sat down across from me and stated GM sends out surveys. He then I can only describe it (in my opinion) to darken in mood and asked how my experience was so far and was I going to give him a perfect score. I Candidly and truthfully answered that I didn’t know (It was not on my mind at that moment) He clearly and tersely said. “Then I won’t sell you the truck.” And sat back in his chair. To sum up as I'm limited by characters, he said it was ok to touch on the pad where his signature went. I signed the GM delivery checklist but all I'm aware he did from it was offer me to drive the truck and make me aware of the survey (negligence). But I signed or else I wasn't allowed to buy the truck I hammered out a deal on. Quirks says because I signed an area of the contract that's incorrectly/poorly written that states signing this supercedes everything that came previous. The illegal oral contract he made me agree to just turns to fairy dust. False. Good faith fair dealing is to be expected, he didn't deliver that. I was under duress, Yet to receive a true copy of contract. Was e-mailed editable PDF contract after I called and asked.

  Customer Answer

  Date: 01/12/2024

  Good afternoon, 

  Out of curiousity I ran the ****** on my "new" demo truck. It was previously titled in Mass in Auust of '23. They advertised it as new, they represented it as new, no used vehicle ppwk was on or in the vehicle, nor in my contract. They ran it through bank financing as a new vehicle (is that legal)? I checked the VIN's of all of the other "demo" trucks being sold as new and they are untitled and are actually "new" as they say. They don't however mention anything in the online advertisement that they are demo vehicles. Which I believe is againsty the law. Even after bringing this forward and attempting resolution their legal council stated (exact qoute after regarding me asking for a phonecall regarding resolution)

   

  ****** *
  Unfortunately, I’m not available tonight. I’m happy to talk briefly by phone at some point, but I do understand your various positions as set forth in your letters and emails and as stated in my initial letter in response, Quirk denies liability and declines to make an offer.
  
  Best,
  **********

  Business Response

  Date: 01/17/2024

  Please see attached correspondence on behalf of Quirk. Please contact me with any questions.

  Thank you,

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

  Customer Answer

  Date: 01/18/2024

  
  Complaint: ******75
  I RESOUNDLY do not accept the business's response as a resolution to my complaint for multiple reasons: Quirk Chevrolet and their attorney keeps glazing over the fact that Sales Manager ***** ****** twice tried to defraud me on the clearly advertised price in front of a witness. Claiming "He didn't know why that was on there" (Plenty of evidence shows/showed multiple RST trucks of the same trim at the same price as well, all with VIN#'s, not generic trucks) After I a showed him this information on my phone he a second time said they shouldn't be on there. I stood firm and he said he would "go ahead and match that price".  Sales Manager ***** ****** did not look me directly in the eyes and after asking me if I would give a perfect GM survey regarding our interaction while my credit was being run, I said I wasn't sure, the deal wasn't done yet.He then said POINT BLANK he would not sell me the truck. When I asked what? He said it's not worth it to us to possibly get a less than perfect score on or survey just to sell a truck. As I have stated many times not only is a vehicle buying experience stressful but I have severe panic attacks and anxiety. I only mention this because negotiating a car purchase is generally something that would be a stressor for anyone, but Mr. ******* took it to new heights. I had spent hours dealing with Mr. ******* )who stated "he can come off as abrasive") on the price of a product, and I liked the product represented to me, the product price and the trade in value for my Volvo car. I wanted the product. After I told Mr. ******* I would give a perfect GM survey he looked at me like you would if assessing someones character and said "I'll take you at your word" and "allowed the deal to move forward. That Ms. ******** would even bring up the product itself is immiterial. GM made a great truck. That has nothing to do with my complaint of breaking FTC and NH consumer laws, or intentional misrepresentation of the product in advertisement, presentation, sale, and what the represented to ** **** the financer. I will swear under oath to my above statements. If Mr. ******* claims otherwise... I don't even know what to say. 

  I beleive I took the correct next step and didn't contact the BBB, or anyone else. I called the GM dealership next door the next day to find out if what Mr. ******* did was legal (I didn't know at the time, and didn't want to stir the hornets nest over at the Chevrolet building), a female sales manager answered the phone and was horrified, said she'd transfer me to her boss, whom I later find out is the General Manager of both locations. When I told him the story he acknowledged my retelling of events but his rebuttel was, we can refuse the sale of a vehicle to anyone.The nuances are in my provided ppwk. 

  Regarding the survey I certainly did give 1's in regards to the dealership and high marks for the truck. Does Ms. ******** think that's relevant? A consumer can't give an honest opinion? The survey came after I've been in contact with a GM Executive Liason, after I found oud out the truck had been previously titled. Does she assert I should have stuck to the oral contract Mr. ******* offered me to buy the truck? The defense of this sounds even more odd when she hung her hat on the first response to my next correct step the demand letter. You signed below a statement, everything that was illegal previous doesn't matter. I would argue STRONGLY that a judge would allow this parol evidence especially given the circumstances moving forward. 

  Ms. ********s allegation that my claims regarding the GM New Delivery System form are meritless are easily batted away. There are 2 witnesses to that fact and the VERY least. The gentleman behind the computer that ran the financing, and my father in law. I hope I'm on camera through this experience. When we were signing the final documents the dealership was closing, lights were being shut off. People were leaving. From that list Mr. ******* did not perform the second, third, 4th, 6th, or 7th checkboxes on the list I can't say about number one. I don't know how technical the lawyer would get on showing the customer the interior is clean and damage free as he did open the dorr to the vehicle when he first brought it to the side of the dealership and I stuck my head in... maybe that counts? There is a pile of video evidence and I'm sure witnesses to prove that is a lie. A bold faced lie. Ask the Service department personell if I was introduced? Is there cameras there? I never even went to the service department. If he did do checkbox #1 then he'd have as they admitted saw that the vehicle had been previously titled. We did not do the checklist.

  The last argument Ms. ******** makes is "the vehicle qualifies as new, qualified for GM new car rebates, and has never been titled in the name of an individual customer."

  First of all in Ms. ********s statement she does not argue that the vehicle is not "used" under NH or federal law, I beleive she is again as they have from the beginning being a technical wordsmith and not acting with good faith and fair dealing. The word "qualifies" in that statement may very well be correct regarding GM rebates, I don't know the agreement they have with GM. It then goes on to say has never been titled in the name of an individual customer. OK? Again a true statement. But again irrellevant. It was a used vehicle in the eyes of NH and the Federal government. ***** ******** **** couldd have titled it and put it in a shop and never drove it and it's used. This was not disclosed in advertising, this was not disclosed in presentation, no used buyers guide papers were on the vehicle or in my contract, they sold it as 'NEW" and financed it as new. ** **** already agrees with me on this. They are not happy and were very glad I brought it to their attention. Is the Bank wrong in its assertion as well? This is intentional fraudulant misrepresentation of a contract. And even after material evidence is shown STILL beleive the dealed in good faith and fair dealing? I TWICE besides this BBB complaint have asked to negotiate a resolution. They refuse. They breached the implied covenant of good faith and fair dealing multiple times and again used that breach as any customer would not expect a busniss with good standing and ethics have to hang their hat on a paragraph over which they signed. 

  They present wanton conduct, disregard for me and the financial institurtion and have committed fraud and oppression. They have no care for the collatoral damage they caused. Is ** **** going to have to signa a title from it's previous owner? Or did they make that disappear? 

  To put it plainly. aside from laws. They have shown them selves to be the antithesis of what a "Better Business" is. I've read why BBB exists and what it expects. This is as I said just wanton disregard.

  They could have easily sold this truck in an ethical manner as certified pre owned. They could have easily when I first called the dealership asked ne to come in and get my story and tell theirs and come to a resolution before I found out about the titling on my own. They didn't. They/Ms. ******** could have easily responded to my first demand letter regarding Mr. Russells actions and said, "hey, lets'[s discuss this like adults and the fair and honest business we are." They didn't

  After my second letter of demand when I found out the truck was used Quirk Chevrolet/Ms. ******** could have said. "omg... how did this slip through the cracks... let's get this taken care of." They didn't. 

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

  Customer Answer

  Date: 01/23/2024

  Because of the lawyer continuing to tell me the truck I purchased qualifies as new and not really answering the question if it was intentionally misrepresented to me as a new vehicle.

  I have followed up with Quirks Lawyer ********* ********. I asked her directly if the truck I purchased 12/30/23 V***********1P1126686 was a used vehicle at the time of purchase. Yes, or No. She would not address the question.

  I have all of the e-mails if anyone wants to see them.

  To me the answer is simple. If I had happily drove away, and then went to my closer Chevy dealer for a manufacterer problem, and then it can't be fixed after 3 attempts can I use the NH lemon law that only applies to new vehicles? I think GM would say no, no engine replacement for you. Why a lawyer would misrepresent a material fact baffles me. It violates NH Bar Ethics. 

  Business Response

  Date: 01/29/2024

  Please see attached response to Mr* ********** recent letter dated 1/19/2024.

  Customer Answer

  Date: 01/30/2024

  
  Complaint: *****275
  
  I do not accept the business's response as a resolution to my complaint because: 

  Look. I was going to compose an e-mail talking about their attorneys response. You can tear the whole response to shreds but the best one is that I gave them 1's on the GM survey. First I did explain that I received the survey after I found out it was a used truck so... yeah, that coupled with the way I was treated I would have gave zero's if I could. What's the argument there exactly? The statement is literally saying I should have stuck to the illegal oral contract ***** ******* *he sales manager put in place as a stipulation or I couldn't buy the vehicle? WEIRD argument. Anyway, I'm not going to bother addressing the rest of the rebuttal because I spoke with the Attorney on the phone and she finally gets to a point where she says that I actually signed a piece of paper showing that I full well knew the vehicle was used. It was called a document so I wasn't ready for what was going to hit my e-mail inbox. 

  I click on the PDF and there is a Massachuessetts title that had apparently signed over to Quirk Chevrolet in NH according to a stamp. Various people have filled it out, someone was kind enough to fill out every bit of my address phone number print my name and this all supposedly happened the night I purchased the truck. 

  I didn't sign a title. I've never seen a Mass. vehicle title. I have bought MANY new and used vehicles over the years and if I saw a green title come out (which where was that stored?) Did ***** ******* go into a safe and pull the title? He didn't. There wasn't a woman present when we were closing our deal even. So. My guess is in a perfect world the forged title goes to ** ****, and because I never see it I still think it's a new vehicle, the sales manager gets to sell it with rebates becausse he's not acknowledging as used or he probably can't get the Chevy rebates and then theres no way I'm buying the used overpriced truck. 

  Title may have already been sent to Ohio... I assume it becomes a Federal crime as well at that point? 

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

• Initial Complaint

  Date:10/31/2023

  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.

  2013 Kia Optima SX: Vibration issue. Quirk Kia of Manchester. 1300 South Porter Street, Manchester, NH 03103 1. First visit- I was charged to rotate and balance my tires. This did not correct the problem but cost me $120.00 2. Second visit- I was told I needed to repair or replace two wheels that were pot-hole damaged. I replaced the wheels and even bought new tires. This did not fix the original problem but cost me $340.00 for wheels. (The tires were my choice and not Kia's responsibility) 3. Third visit- Kia dealership had the car for 1.5 days and told me to take it back to the tire place for a road-force tire balance on 1 tire. Can’t Kia do that at the dealership instead of sending back un-repaired again? I am now missing a hubcap and believe it should be replaced by Kia. I had the tire re-balanced, but Kia Service told me I had to have it replaced or they could not help me, so I went back and got the tire replaced before returning to the dealership.   4. Fourth visit- Kia dealership had the car 1.5 days; replaced the front driver side hub, bearing and retainer clip for over $800.00. This still did not correct the original problem. 5. Fifth visit- The Kia dealership had the car 5 days; they replaced two front brake calipers for $730.00. This finally reduced the problem vibration. Why would the previous attempts to fix the original problem not credited somehow? Why did I have to keep paying when the problem was not getting resolved? I don't believe it should be my responsibility to allow the factory trained professionals to keep trying things at my expense when they were not fixing the problem. I opened a case with Kia Customer Care (Case #15876145). After chasing the escalation technician assigned to my case, I was finally told he had reported the case to the dealership service manager and that was all he could do. I was told, after 3 visits for the same issue it was considered chronic, but no action was ever taken on my behalf.

  Business Response

  Date: 11/08/2023

  When customer originally came in we performed a road force and balance and all four tires were out of balance, that was on July 26th 2023. The Customer returned on August 2nd 2023 and we inspected and re-performed a road force and balance and found 2 wheels were bent and un able to balance out, the technician also found the left front wheel and hub bearing was faulty and in need of replacing. Customer returned to us on September 14th 2023 to have the wheel bearing replaced, after he had the wheels repaired at a repair shop. The wheel and hub bearing assembly was confirmed to have failed, and was recommended to replace as it could be causing the vibration, without having that replaced there was no way to determine if that was the cause of the vibration as it was an intermittent issue. Customer then returned on October 2nd stating the vibration concern was still there, it was determined that both front calipers were sticking and needing to be replaced. All repairs were necessary as the wheel bearing and calipers were failed items.

   

  Customer Answer

  Date: 11/08/2023

  
  Complaint: 2*******
  
  I do not accept the business's response as a resolution to my complaint because:  At no point was I ever informed that bringing my car in to have the vibration issue repaired meant that we were going to "guess" at what could be causing the problem (at my expense) and then return it, unrepaired. I rode with two different service managers, each was able to feel the problem within a very short  test driving distance. The second service manager even told me that the vibration was "ungodly" (his words exactly) and he did not know why the assigned technician had said he test drove the vehicle and it was working as expected.

  I understand the vehicle is older and some things need to be replaced but to have to bring in the car 5 times to get the original problem fixed is ridiculous. I brought the car in because I thought taking it to the Professional Factory Trained Mechanics would be the best option to get to the bottom of the problem and resolve it quickly without a run-around. This car is my only transportation and is required, in order to get to work and do my job.

  Apparently, I was wrong. I thought that I would be taken care of and treated respectfully by the place that I inadvertently trusted to get the job done right. I did everything that Kia suggested I do (every expense, every change), only to return the car each time, problem unresolved. Each time I returned the car for the same problem, it was re-diagnosed and billed/charged again even though the previous "repairs" did nothing to resolve the original problem.

  I have been in the service industry for over 40 years. If someone brought me a system and I did the approved work/replaced the approved parts and then they had to return it for the EXACT same problem, I would not be charging them more for whatever I had missed that did not resolve the problem in the first place. To do that is neither service or support and if I had done something like that, there is a really good chance that the customer would be filing some kind of complaint in an attempt to understand why they paid for something that did not resolve the problem.

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

  Business Response

  Date: 12/13/2023

  As noted in our previous response, all items that were recommended were items that need to be repaired/replaced in order to resolve the vibration issue. The shop foreman that worked on the vehicle noted that the damage that was done to the wheel and bearing was caused by some sort of physical incident and both items needed to be repaired / replaced in order to move forward. We also performed a resurfacing of the rotors at no charge to the customer which is something that would normally be $249.95 and up, we also road forced and balanced all four tires a second time at no charge to the customer. The final repair was the calipers and that as well needed to be replaced as the item had failed.

  Customer Answer

  Date: 12/13/2023

  
  Complaint: 20******
  
  I do not accept the business's response as a resolution to my complaint because: I totally disagree. I followed though with all the recommended repairs and replacement each time you "determined" it was necessary and each time I had to return to follow up on the EXACT SAME PROBLEM I ORIGINALLY BROUGHT THE CAR IN FOR in the first place. Not counting the my personal time and missed work, UBER rides to get to the dealership and back and the inability to get where I needed to be during the time you had my car incarcerated and not fixing the issue it was brought in for. 

  I did not need to replace the wheels, as they were not the cause of the problem. I paid by personal time, materials for a repair that was not completed and repeatedly cost me money. But it that is the way you want to be remembered, as a rip-off service department then so be it. I just hope the painful process I had to endure will help  other unsuspecting Kia owners to see the way you work and how you treat your customers. Clearly not with the customer in mind but your bottom line only. I hope the complaint stands on the BBB website for a long time and can help with curbing some of the business you generate by ripping off your customers in the future.

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

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchase a 2022 from Quirk VW March of 2022 I have has=d nothing but problems. The rear breaks have been replaced twice the low coolant light constanley comes on they tell me nothing is wrong, front drivers side and rear passenger side wheel lbearing are gone they said thet got to order the parts two week they will be in never recieved a call then its starts over heating they said head gasket needs to be replaced they got to order that should be in also in two weeks no call the car stats out in the mean time all lights come on had it towed to oVW it was their from 9/1-9/7 no call so I called and spoke with Logan. He couldn't tell me what was wrong with it but began to say he doen't know if i want to put this kind of money into it, i asked how much againcouldn't tell me. I asked id it ready for the junk yard and he said that s an option. I said are you kidding me a 2022 so I hung up. The service manager called his names Alex told me it wasn't ready for the junk yard again he couldn't tell me what was wrong but it wasn't covered under warrenty but he was going to ask vw to cover it under good cause. I call this moring after 3 week of it being their and no call to whats going on they said he was busy and they want to take my name and what i wanted him to answer i said i would hold they he was in a meeting he just got back from vacation so i couldn't hold what can i do?

  Business Response

  Date: 10/02/2023

  Unfortunately Volkswagen did deny the claim based off of the mileage but I have authorized a one time good will repair for the customer as she was in for the original diagnosis prior to the vehicle being over the warranty mileage limit. We have contact the customer to inform them that we will honor the warranty as originally diagnosed.

  Thank you.

  Customer Answer

  Date: 10/11/2023

  I received a phone call, my car is finished and ready for pick up. I am picking it up after work. If i have any further issues I will contact you. Thank you so much for your assistance without you I do believe I still would be without my car.

• Initial Complaint

  Date:08/28/2023

  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.

  Dealer unable to repair issue with new vehicle. Attempted to install incorrect part resulting in vehicle being deemed "unsafe to drive".

  Business Response

  Date: 09/07/2023

  To whom it may concern, 

  We are sorry to hear that *** ********* Ais dissatisfied with his experience. We diagnosed his vehicle with a faulty driver's side wheel bearing. It was deemed to be defective from the factory, exhibiting excess wear/play. The replacement bearing was not in stock and was ordered by our parts department. During the course of the follow-up visit for replacement, we discovered that the wheel bearing had been packaged wrong from the factory. We had been sent an all-wheel-drive model bearing, while *** *********' vehicle is rear-wheel drive. The technician noted some noise following replacement of the bearing, and consulted with VW, who were able to determine by stamping on the physical components that it had been mispackaged. We subsequently ordered, received and installed the correct part. The vehicle was then returned to *** ********* with all components operating as designed. Put plainly, this was Volkswagen's mistake. We tried our best to extend every courtesy available to *** ********* in an effort to resolve the problem as efficiently as possible, even offering him a complimentary loaner vehicle, which he declined. 

  With respect, 

  Alex ** B*******

  Service Manager, Quirk Volkswagen Manchester

• Initial Complaint

  Date:03/22/2023

  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.

  Bought a 2022 denali engine failed at 15k miles a known gmc crankshaft issue. Since them taking 2 months to replace the engine there have been nothing but issues from their incompetence. Truck wouldn't start multiple times standing me they made all these excuses about how I couldn't have headphones or anything with a battery in my center console and that's why it wouldn't start clear everything and it still stranded me turns out they didn't tighten a cable on the power module, then it's sputtering like it's in the wrong gear or has bad timing they try blaming the gas turns out it was a bad coil wire which they were super to have a vehicle waiting for me while they looked at my truck and instead had me wait 3 hours with my employee while they replaced a coil wire. Every time I brought it in I asked for the tires to be rotated they never did it. Today is hot so on turn on the ac surprise no ac now they expect me to take more time off work to come in so they can fix another mistake of theirs. They have cost me a lot of money at this point.

  Business Response

  Date: 03/23/2023

  We have offered to perform any necessary repairs the vehicle would need, at no charge to the customer as well as offered to pick up and deliver the vehicle back to the customer. We also offered a complimentary rental vehicle during the time the vehicle would be in the shop. 

  Customer Answer

  Date: 03/25/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because 

  1) this doesn't compensate me for the costs I have incurred as a result of their incompetence 

  2) the truck already fell under lemon law when they had it for 2 full months replacing the engine. The max is 30 days under the law. 

  3)I don't trust their technicians at this point as this will be the 3rd error they made while replacing the engine, at this point I don't trust the vehicle to not have catastrophic failure again. 
  
  Sincerely,
  
  ******* ******