ComplaintsforKia of East Syracuse

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  01-18-2024 date of transaction Amount: $1936.04 I was promised a repair. Brought my car in for an oil change in December 2023. One month after the warranty expired. In less than 30 miles, the instrument cluster wires shorted out, and blew out the whole dash cluster. Because the warranty had just expired, I had to pay to have it fixed. When I picked up the car the First time 1-04-2024, supposedly with a "new cluster", my mileage had 10,000 miles added to the odometer. This happened because they pulled a used cluster out of another car, that had 54,000 miles on it. So, I brought it back, they had to order a NEW one, when they put that in, they broke the ABS/LKA wires under the dash. Now, I'm lit up like a Christmas tree in the dash. They wouldn't redo the work. Mark the service guy told me to bring it back in 3 months, when I have more money, and they will do the job again. Yes, I have to pay for it again. In the meantime, and about a year now, every week, in my email, snail mail, and phone calls I keep getting from Kia because they want me to trade in my car, and buy another one. Which I cannot. I believe they purposely damaged my vehicle in order to get me to buy another one. R/O Number - *******/1

  Business response

  05/24/2024

  The consumer came to us with a vehicle out of warranty. We diagnosed the problem and need to put in a new instrument cluster. We ordered one directly from Kia, and the one they sent, was a used one.  We returned that cluster and Kia sent us a new one and all was fixed correctly. We did not break his ABS as he states. His original concern when he came to us was there was an issue relative to the ABS.  That is documented on the repair order.  Mark, the service advisor has had no contact until I received a very vulgar email from the consumer. At that time I asked Mark to contact the consumer and find out what is going on as Mark has had a very good rapport with the consumer.  Mark contacted the consumer and we have set an appointment for the consumer to come in on June 3rd, so that we may see what is happening to correct his problem.  We are here to help all of our customers as each one is important to the long term success of our business.  

  Thank you,

  Dan K*******

  Kia of East Syracuse

  Dealer Principal

  Customer response

  05/24/2024

  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.  Regards, ******* *******

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 18 meet with sales person Jason at the dealership he showed us a car 2023 *** **** said it was our put a sold sign on it and took 100 dollars as a deposit the a week later turn me over to Gary and when I call him (Gary) he wouldn't return any calls on the 31 of March Jason text and said he could get me in a car and would return my deposit but only issue check on Wednesday it now 19 of April and they keep telling the check is in the mail I 

  Business response

  04/21/2023

  To whom it may concern:  Mr. ******** refund for $100.00 was generated on 4/11/23. Check #*****.  It was put in the mail that same week.  Thank you. 

• Initial Complaint

  12/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a new *** hybrid in October 2022 with a 4 week projected lead time. It has now been almost 3 months and *** of America has not delivered the car along with many more to the dealer. I've called and emailed repeatedly with no answers from *** ******* only excuses that it's the ********* fault and I've contacted the ********* ** ************ who advised its the dealers fault now for not picking up the cars and the dealer indicated its the *** ** ********* fault. In the meantime I have not received my car or firm delivery date, only one that changes day by day. I need a response and resolution to these continuous delays and excuses. Thank you. **** ****** 

  Business response

  12/29/2022

  To whom it may concern: The consumer was told at the time of sale in October, that it could take up to 3 months for delivery as the vehicle was ordered.  The dealers have no control over when new vehicles arrive. The manufacturer has contractual agreements in place with several unions and transporters.  If dealers could pick up our own cars, we most certainly would. At this time due to weather issues many cars have been delayed.  As of 12/29/2022, the consumers vehicle has an ETA of 1/9/2023.  Again that is an estimated date to arrive at the dealer and is subject to change.  Thank you, Dan K******* Dealer Principal 

  Business response

  12/29/2022

  Please ask the consumer to review their purchase order as it states 1-3 months.  His purchase order is attached for his review.  If there was something we could do to expedite this issue we would, as there are thousands of consumers in the same position. Thank you! 

  Customer response

  12/30/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  **** *****  *** Customer Care Case#******** Inbox BBB based on the dealers limited control of the delivery, can you include *** ** ******* in the process? It seems that they are responsible for the vehicle delivery to to the dealer RECENT EMAIL FROM *** ** *******  **************************** Thu, Dec 29, 12:57 PM (18 hours ago)  to ************ Dear ******* *****, I do apologize I am not able to see how long it has been at the port.  Sincerely,  *** *******  *** ******** **** ************* Inbox **************************** Thu, Dec 29, 8:56 AM (22 hours ago) to ************ Dear ******* *****,  Good Morning, I show vehicle is at port with a ETA of 01/09/23. Sincerely, *** ******* 

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They have lied on multiple occasions. False promises and advertising. I went in initially after receiving a voucher that stated they'd give $4000 over *** value for my car. I went in for a scheduled appt to meet with someone and upon arrival they claimed to have no knowledge of this appt. I had gotten pre approval on a car advertised online as available and was told they could not help me because the car was not available. I was offered another car I did not want and then when I declined it was recommended I go to another dealership. I reviewed them online letting people know they will not honor the vouchers they provide About a month later they called me asking for another chance to make it right and get me the car I wanted. In speaking with the sales girl about my other experience she said "we do not have that incentive going on now but most people don't qualify for it anyway". They offered me a price now under *** for my cars trade in which I did accept and proceed with the transaction. I love my new car so this is not really about that it's just info needed to see the string of fraudulent practices. I then upon buying my car was told of a $100 incentive for referring friends or family to the dealership. My boyfriend was also buying a car and in fact was going to go through another dealer but I talked him into this one because of the warranty and the incentive. He bought his car from them 7/27/22. I have inquired many times about the incentive with many promises that it's coming but it's never been sent. The biggest selling point they have is the promise of an extended warranty of 20 years 200,000 miles. This far every single thing promised to bring us into that dealership has not been honored and we've only received lies and excuses. As both of our cars are new it is not something I can attest to but the biggest concern is this offered warranty will also not be honored based on the precedent set with literally every other shady practice they've had to date. 

  Business response

  10/17/2022

  As you can see from the consumers screenshot, I personally was involved via email handling her complaint on 9/26/2022.  At the time her salesperson was on vacation.  I told the consumer I would handle.  A check in the amount of $200.00 for her referrals was sent out on 10/12/2022 check #*****.  Our referral incentives go out once per month.  Unfortunately, her salesperson had left her request in another car deal.  We stand by everything we advertise!  The 20 year/200,000 mile warranty has already provided some consumers happiness as they did not have to worry about spending $7000-$8000 for a new engine. As a matter of fact last week we had a 2016 ****** ***** with a CVT transmission come in and customer was upset with it not operating appropriately.  To her happiness, she received a new transmission at no cost under the warranty. That would have normally cost close to $3,300. If the consumer does not get her check soon we can stop payment and she can come in and pick it up.  We also accept all local competitor coupons as long as they are presented at the time of service. Thank you, Dan K******* Dealer Principal

  Customer response

  10/18/2022

  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.   Regards,  ***** **** 

• Initial Complaint

  07/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

       On 1/17/2019 I lease a 2019 Kia Sorento the buy out was $16491.60 plus tax I was charge $18,553.00 plus tax doc fee $175.00 License and registration fee $190.00 which brings the price to $20,402.24. I send the papers when I ask about the amount they give me the pay off quote saying I extended my lease for six months I did not. I spoke to Kia Finance and got a different story.

       The sales person is Mark S***** the person I spoke to that give me the paper is Ila Y**** I also spoke to the manager Matt M*****

  Business response

  07/22/2022

  When a customer buys out their lease we must get a balance owed from the lender.  When we did, it was more money than what was stated on her contract.  She did extend her lease.  We have escalated this to upper management at Kia Finance.  They are reviewing and looking into, to understand what happened.  This is not an issue with Kia of East Syracuse, but rather Kia Finance.  As soon as I can get an answer the consumer will be notified as to getting a refund from Kia Finance or why she owed more than her original residual value on her contract. Thank you, Dan K*******  

  Customer response

  07/26/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I spoke with Kia Finance and they said that this is not an issue with them as they did not add any price. The dealer says I extended the lease, which I did not, and added 4 months to the amount and charged for registration and license which I did not need because I already have. Regards, ***** **************

  Business response

  07/26/2022

  Please let the customer know, they will need to contact Kia Finance directly.  The reason there was difference from her contract amount to the amount we paid off is that she deferred payments during COVID and still owed that money to Kia Finance.  I have spoken to the upper management at Kia Finance.  Please have the customer contact Kia Finance direct, as this is between Kia Finance and the customer. Thank you

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Renee the finance officer asking how to cancel the extended warranty on a vehicle that has been totaled. I was told by her and the warranty company they would pro-rate the refund amount but I had to go through the dealership I purchased it from. Since the end of January I have called to check on the status of that refund and I keep getting different answers or I have to check and call you back with no call back. I sent all needed documentation to Renee on January 31st 2022. When I spoke to her on March 17th she said she’d check and call me back and didn’t. I called today March 18th and she again said she had to check and this time to call her back. So I did two more times and each time I was told she was with a customer. I even reached out several times in February and she promised to call me back and hasn’t. It should not take over a month and a half for them to get my extended warranty cancelled and a pro-rated refund given back to me.

  Business response

  03/30/2022

  We apologize for any confusion on behalf of the customer. The warranty was cancelled and refund is awaiting for her to pickup as she requested. If she prefers to have it mailed to her instead, please supply is with address in needs to go to. Thank you for your communication.

  Customer response

  05/09/2022

  Consumer states that she received the refund.

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