ComplaintsforGateway Kia

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Leased 2023 *** ** caught in flash flood. My insurance didnt total the car because it was fresh water and didnt damage the computers or wires. Replace engine with new OEM engine from *** and dry cleaned the interior that took on water. The new engine broke down twice. Car stopped on highway twice on two separate occasions: The car stopped on the highway and dumped all the oil out of the engine and was repaired. A month later the fan belt slipped off the drive pulley and was repaired We opened a case with *** Consumer Affairs. The leasing company declined to ending the lease and will not take back the car. *** Consumer Affairs said they cant do Anything else. Gateway Kia has done nothing to help us except push us over to *** Consumer Affairs My concern is that was are afraid of this car and dont feel safe in it. And it will also be labeled a flood car which will make the car unsellable I want out of the lease and be compensated for lease payments while the car was under repair.

  Business response

  03/20/2024

   

  The above-mentioned vehicle was in a flood while owned and operated by the listed owner- the vehicle was towed to Gateway Kia of *************** on 9/12/23.

  Vehicle was inspected by the client's insurance company and an estimate was created by them. We repaired vehicle per estimate which included replacing the engine and interior wiring harness. Vehicle was returned to the customer in good working order the week of 10/20/23. On 12/26 it returned with an oil leak from one of the gaskets that was previously replaced and treated as warranty. (failed gasket)- It then returned again on January 2^nd for the serpentine belt slipping off of the lower engine pulley. We found the pully to have failed and caused the alternator to stop charging, during this visit we supplied a loaner car due to our shop employees all getting the same illness and they were out for over 5 days. We replaced the pulley at no charge to customer and returned vehicle on 2/2/24.

  The client has since pursued Kia ********** *** ***************** (who also came and re-inspected it) and us for a replacement vehicle.

   

  Please let me know if any other info is needed.

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

  Gateway Kia

  Service Director

  Customer response

  03/21/2024

  
  Complaint: 21403835
  
  I am rejecting this response because: 

  Good evening,

   

  We told Gateway Kia we were afraid of the car and scared to drive it since it broke down twice on a busy highway with a brand new engine. They referred ** to ********************* who opened a case and sent it to Gateway Kia. The resolution was the leasing company would not buy back the car and we would have to pursue it with you (Better Business Bureau).

   

  The issue is that no one is taking ownership (responsibility) for a brand new engine breaking down twice due to no fault of our own. Our insurance company paid Gateway Kia $13,500 ($10,000 for the engine) to perform and restore the car back to its original safe condition. This has not happened and we are looking restitution. 

  
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My *** would not start 3 times going dead on me plus a burnt smell and they would not exchange the car, The smell get on my clothes and in my body, It smells a lot when the blue tube is connected and the air condition is on.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My wife and I purchased a 2023 ************ for 41 000 dollars the last week of march 2023 . after utilizing the vehicle for approx **** miles the display screen which basically controls all navigation radio and settings does not work . We fought the vehicle to service and we were told that it was a safety recall . I had to cancel a family vacation getaway because my wife was nervous about driving TBE vehicle . we were told to bring the vehicle on Monday which we did for an update . the update failed and they gave us the vehicle back advising is that they had to wait for another updaye. We were then called to bring the vehicle back which we did and the update failed a second time. My vehicle is now sitting in service with no answers except you'll get it back when there is a new update . this is unacceptable.

  Business response

  05/19/2023

  We understand the customers frustration with the repair time frame for the new Kia ******** We have corresponded directly with ***'s tech support staff and have been informed that a new system software update is being created and we will have immediate access to this update once it is available. As of today, May 19th we have not been given an availability date but *** does understand that this is a critical update for all cars involved. We will work closely and remain in ongoing communication with ***************** to get this issue resolved.

  Customer response

  05/19/2023

  
  Complaint: 20074074
  
  I am rejecting this response because:
  
  How does *** not have a release date of a critical update to a system but *** continues to sell *** ******** s without this update . The update is critical due to the distraction that the screen may cause drivers . The display screen flickers which causes a distraction to all drivers operating a ******** . I was at the dealership a few days ago and witnessed a salesman selling the ********. The backup camera is also not functioning properly due to the update as well as the na Agathos which can cause drivers to hold their phones while operating . 
  I do agree as of Monday , May 15,2023 , the new sales Manager, *****, is keeping close contact with me , but previous to ***** being hired , I was the only person staying in contact was me . This bbb response is still not solving the problem which *** should be responsible for . 
  
  Regards,
  
  *****************************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband and I purchased a 2023 ********** on 9/3/2022 from Gateway Kia. After we complete the sale, the salesperson hands us 2 mechanical keys and one smart key fob. When asked about the 2nd key fob they said that once the vehicle was listed as SOLD on their website that they would then receive the 2nd key fob and promised to have it shipped to our home. We are now in December and we have yet to receive the 2nd key fob. The initial complaint filed with the BBB (ID ********* was closed before there was ever any resolution. The last correspondence we received was from ***************************** of Gateway Kia, through the BBB, who said that earlier in the Summer of 2022, they (Gateway KIA) were informed that the 2023 Seltos would only be shipped with one key fob and that the 2nd key fob will be shipped directly from *** ******* when it arrived. So besides being lied to by the salesperson at *** we're being lied to again. I'll explain. My husband has spoken to reps. at *** several times since October and its been one excuse after another. Here is the kicker, my husband was able to order a key fob for the Seltos through Gateway Kia for $250.00. His appointment to program and collect the new key fob, with Gateway Kia, is on January 7, 2023 (Confirmation Code: X081JWTKNC). Why are we waiting for a key fob that we were able to easily order? Why do we have to pay for a key fob that is owed to us?? Is this a joke?? Is this how *** does business?? The only remedy to this issue is for Gateway KIA or *** ******* to take responsibility and make things right by issuing the 2nd key fob as promised - FREE OF CHARGE. We should not have to pay for a 2nd key fob.

  Business response

  12/12/2022

  Dear April:

   

  She's right!  It's ridiculous.  However, that's what they tell us to do, and they hold the purse strings.  That's the incredible stupidity of the people at *** that make these type of decisions.  So, trying to be reasonable and understanding of the problem, I will pay for her key fob.  As long as they understand that Gateway Kia did not make this decision and Gateway Kia did not make this particular call.  We did not lie, we did what we were told to do.  It's all *** (and unfortunately, probably most all manufacturers truly don't care about the buyer). I will have it set up with my parts and service department and please accept our apology on behalf of *** ************** Hopefully they will get things right soon enough.  

  Customer response

  12/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  Well bring this letter to our appt in January.  If Gateway Kia can process this request sooner it would be much appreciated.
  
  Regards,
  
  *******************************

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

• Initial Complaint

  11/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a 2023 ********** on 9/3/2022, after signing the paperwork the salesperson hands me two mechanical keys and one smart key fob. They promised that as soon as the vehicle was listed as sold on their website that they would then send me the second smart key fob. Two months later and I keep getting the run around as to why the second smart key fob is delayed. This is a inconvenience for me who shares this vehicle with my spouse. I want *** to live up to their end of the deal and send me the 2nd smart key fob as promised. Waiting a week or two is one thing but its been 2 months. *** expects on-time payments and I expect to be in receipt of the merchandise Im paying for. Please help resolve this matter. I want delivery of the 2nd smart key fob. Thank you.

  Business response

  11/18/2022

  Dear April:

   

  I apologize for not responding in a timely manner.  However, I was waiting for my reps from *** to get so I could respond intelligently and give the correct information.  Unfortunately, they were unable to give me anything new.  Earlier in the summer, we were informed that the Seltos model, which this gentleman purchased would only be shipped with one key fob.  The sales rep should have informed him of that at the time of delivery.  Consumer affairs should have also directed him of this information.  I have attached the bulletin for your information as well.  The key fob will be shipped directly from Kia ******* when it arrives and he should direct any future inquiries to them at **************.

  Thank you very much for your time and consideration in this regard.

   

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

  Gateway Kia

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

   

  file:///C:/Users/DV-JPB/Downloads/TSB%20GEN097%20Vehicles%20Shipped%20with%*****%20Smart%20Key%20FOB.pdf

   

   

• Initial Complaint

  07/20/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I first became a Kia ******* customer in 2019, have been thrilled up until 7/19/2022. 2 weeks ago I went in to review buyout options as my lease is coming to an end. I was offered a 2023 model rather than buying out, full agreement made and simply needed to wait for the exact car to be transported to the lot in 1 week. 2 weeks approach without receiving a single phone call. I inquire today and casually get told yes my car is there. Driving to the dealership, I pass the car on a test drive. Upon entering the dealership with a scheduled appointment, I have to sit and wait to find out if someone else was going to buy the car that was hand picked for me by manager ***************************. ******* fed me lies as he stated I am a loyal customer and they will take care of me. I wish it stopped there, as then my initial salesmen was on vacation and I am forced to start from scratch. My credit proceeds to be ran 3 times, rather than the once I was told. I explained in full detail what had been agreed upon with manager *******. Even told this deal was very beneficial for both parties. The salesman then approached ******* on the show room floor and says he would like what he was told and agreed on 2 weeks ago. Anthonys loud blatant response, yeah I probably lied. ******* approaches me with a higher monthly quote than initially agreed upon, tells me I need to put thousands more down or my monthly rate will become even higher. Mind you, 2 weeks ago I turned down a higher priced model for this lower model, once again, ******* hand picked for me. This is one of the worst business practices I have ever seen. I was absolutely and blatantly lied to throughout this entire process and ******* was heard admitting to it on the floor. I will never do business with this dealership again and will highly recommend friends and family steer clear of Gateway Kia and especially manager ***************************.

  Business response

  07/21/2022

  Dear April:

   

  Thanks for your help in this matter.  The customer is paying a monthly payment amount that we cannot get to because his credit apparently has lessened since he took the first loan.  Now, he comes back to get out of the first car and he wants a better model (higher trim level) and his payment is obviously higher.  So, we explain with his current credit, he should go to a lesser trim level (closer to what he currently has) and he leaves WITHOUT completing a deal.  We never had a deal.  When they leave, they leave and the deal that was presented is off the table.  We do not take deposits or hold cars.  Now, he comes back, saying we have a deal and we don't.   We would love to sell him a car.  He is a previous customer and he is driving our product.  However, he is accusing us of saying things we absolutely did not say ("yeah, I probably lied"), who says something like that?, and he is frustrated and disgusted because he is unable to get the deal he wanted.  He has to realize, there is a REAL car shortage and they go quickly (hence, why we can't hold cars for people) and there is a REAL finance problem; rates and deals don't stay around forever and when you see a deal you like you have to jump on it.  If someone decides to wait, which is fine, the deal, the car, the financing that they are walking away from may not be around 2 or 3 weeks from now (when the car manufacturers or the banks or lenders decide to change things).

   

  Thanks for your time

   

  Ed ********* 

  Gateway Kia of ***************

  Customer response

  07/21/2022

  
  Complaint: 17595019
  
  I am rejecting this response because:

  The dealership told me I had to wait! I have no idea who ** is; he wasnt even around for any of this. This statement is utterly and completely false. I went to the dealership NOT looking for a new car but to BUY OUT my current car. ******* created ALL of what I explained. Upon their request I had to wait for the car that THEY selected for me! ******* selected the model to meet my current monthly payments! This is a complete lie and I have a witness to everything. Including ******* stating he probably lied. The SALESMAN acknowledged it! Who buys a car that they cant sit in? I was told I had to wait one week until the car arrived on their lot. This is completely mind blowing. That is a terrible response from the business. 
  
  
  
  Regards,
  
  *********************

  Business response

  07/21/2022

  Dear April:

  I'm sorry that this customer is having such an issue with this situation.  He is correct, I was not there, however, the manager (*******) relates everything to me and my job is to put it into intelligible text.  Before I send it away, the manager involved checks the veracity of the verbiage.  We apologize he found our version of the events so awful.  He is also correct that he came in to buy out his car, but rejected that proposal over numbers/monthly payment.  After looking his comments over and re-evaluating the our offer to him, we may be able to assist him buying his vehicle.  If we can get him approved on his own vehicle and dropping our numbers somewhat, we could get him approximately where he is at currently.  We did a quick analysis and we believe this is where we would be; at least within $10-$15,  If he is interested we would be happy to engage in conversation with him.  We do not want any unhappy customers and look forward to giving everybody the best possible service.  Please ask him to call the dealership and we would welcome him regardless of his correspondence with the Bureau.

   

  Again, thank you for your patience in this matter.

   

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

  Gateway Kia of ***************

  Customer response

  07/22/2022

  
  Complaint: 17595019
  
  I am rejecting this response because: this has turned into a he said she said situation. Gateway offering to help me buy out my car (sounds like with their expert service), is nothing new. Ive already been told my monthly payments to buyout my car would be $10 less than what I pay now. They told me this at my first visit, which is why they said they could put me in a new vehicle for the same money. ******* said are you attached to the vehicle?, you can get a brand new one for the same money. Originally it was the XPro, which ******* stated would be $100 more per month. I said no and he hand picked the x line model for me in order to stay where I am monthly payment wise. This is what has lead us to where we are. I am willing to do business with Gateway only if they will honor what THEY offered ME. Also, I am curious as to where the papers that ******* wrote and circled the numbers and model and info on, went. Those papers magically could not be found upon return to dealership. 
  

  I have reached out to the BBB as a business has wronged me and come to find out, others as well. They are not treating people with decency and respect.

  
  
  
  Regards,
  
  *********************

*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. ↩