Complaints

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:02/21/2025

  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.

  My 2022 *** seltos has been sitting st the yonkers service since December 11. 2024. I initially took it there before thanksgiving and was told the sensors were not covered under warranty due to the mileage. I then took it to my mechanic to have the work done. Next the engine light came on and the car was taken back to *** service in yonkers overnight drop. ***** called upon receipt of the car. Hours went by and i called. I was told we didnt know why it was here. Mind you i called the day i droppeded it off and left a message telling them I was dropping it off and left ny number where I could be reached. NOTHING! Through clenched teeth I repeated the problem with the engine light. A few days went by and nothing. No update no questions no call. I called several times and no answer. I called the sales office and they out me through and no answer. I called sales again and was told this is the sales department. Through clenched teeth once again in I explained I know this is the sales department but no one is answering in the service department. She out me on hold and then out me through and miraculously someone answered . First it was ****** who didnt seem knowledgeable about the situation even though he was assigned to my car.. He stated that they had to look at the car and see what was wrong with it. Then they would have to reach out to *** corporate to see if the part was covered. Then they would have to wait for approval to ***** the part . Then the part would get ordered. So you know its CHRISTMAS now and noone called and my car sat for 3 weeks. I asked ****** about a loaner car and his tesponse was we only provide one for the Tristate area. I was like this is the Tristate . I eventually got a loaner after asking someone else. Once i get their to get the loaner car i was told it was a $300 deposit. I was furious because ***** said any of that on the phone. They dont explain nothing!!!! Today is 2/19/25 they still have my car and have not provided an update!

  Business Response

  Date: 03/19/2025

  The issue was resolved a while back. Her vehicle was worked on from an outside shop. The outside shop damaged the cam shaft that we replaced under warranty. She also had aftermarket cam sensors replaced that need to be replaced with OEM parts. Since the repair. her car is running well. We had the customer return to do a full diagnosis to make sure there were no stored codes in the system. The customer is satisfied with her repair. 

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The issue was just resolved on 2/26 as *** ******** was also invoked due to lack of resolve. ***** the service manager was very sorry for the lack of service communication and professionalism that he told me to bring the car in for a full disgnostic.   My vehicle was worked on after I initially bought my car in and was told the sensors were not covered and that is what was fixed with after market not what the dealership initially said in their response The outside shop did not damage the cam shaft because they did not work on the cam shaft. Why would I pay for something if it was covered under warranty from the dealership?? Exactly I would not do that is a lie. the  fuel injector was replaced. The car dealership did not know what was wrong and was mad I out in a complaint with *** ******** due to their unprofessionalism and lack of knowledge of the repairs needed. ***** is the one who made sure it got better.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/24/2025

  The vehicle was returned to the customer and has been operating without issues. If the customer has an issue with *** Corporate Headquarters, this is not something Yonkers *** can address. The customer has been in contact with our service director ***** and he is personally making sure there are no other issues with this *** ****** the customer has. This will be the final response in regards to these issues to close out this case.

• Initial Complaint

  Date:02/18/2025

  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.

  Date of Purchase of Vehicle: January 12, 2024 Purchased the Vehicle from Yonkers *** ********************************************************************************* The vehicle was sold to me and *** installed the LoJack that was provided in the Car. The serial number of the LoJack device is SN: ************ *********** Agreement stated 72 months for this LoJack Term.This past January the LoJack subscription expired. I visited the *** dealership above on February 14, 2025, to try and rectify the issue with the dealership, and ****** ***** and the Finance person, **** **** , stated they no longer deal with ******, because this dealership was sold to a difference corporation and I need to take it up with them. They also claim they have none of my paperwork that I have.I was paid the $270 Dollars to renew the subscription because the car would not a secured system otherwise. I reviewed my paperwork, and it states in black and white the term of the subscription is 72 months, and the dealer will not honor the subscription after I paid for their lack of service. They referred me back to ****** although they are the ones who installed the device offering it upon sale of the vehicle and activated the subscription. I certainly dont believe if the dealership was sold, they are no longer responsible for the sale although they operate under *** Dealership, and now it is my issue to resolve. This is not a way to treat a loyal customer who has been a customer since 2017 and has bought 2 vehicles. The salesperson, ****** *****, and the finance person, **** ****, are very disrespectful toward me especially when he instructed his manager not to talk to me and let me go to court.

  Business Response

  Date: 03/04/2025

  Unfortunately the dealership was sold to another ********** in May of 2024. The new auto group does not have a contract with ****** and cannot assume responsibility for the old dealers practices. Reading the original complaint regarding the paperwork, this is completely true and the ********** purchased the dealership as an asset only purchase. This means that none of the old database/records were purchased, only the physical vehicles were purchased therefore we do not have access to any paperwork prior to May 2024. The old ownership is no longer in business and that entire ********** was dissolved. 

• Initial Complaint

  Date:10/24/2024

  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 purchased a new vehicle on oct 21 2019 I had so many issues going from a seize engine to a bad transmission which had to be replaced I currently have some issues which should be covered under warranty but they refuse to check the car instead want to charge me for each diagnostic $189 each I tried contacting the consumer and all they say is to go back to the dealer and that each dealer is own privately I need help please

  Business Response

  Date: 11/21/2024

  *** ******* good afternoon. I think there may be some confusion regarding your complaint that you submitted. It is very rare that a service department will turn away a customer or refuse to look at their vehicle. I believe you are meaning to say that they cannot check your concerns free of charge. When a vehicle is checked into the shop there is a $189 diagnostic fee that is charged to the consumer up front. If the repair is a warrantable repair, then that fee is waived and the repair is covered by the manufacturer. In this case **** If however the repair is NOT covered under the manufacturer's warranty, then that fee is charged to the customer and must be paid. I hope this information addresses your concerns.    

• Initial Complaint

  Date:08/02/2024

  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.

  I came in June 26,2024 with my 2021 rogue which was leased. My lease ends November of this year. I was currently looking to get out of my lease into finance and a bigger car. But because of my situation getting a bigger car was hard to get me approved for. Finally they were able to get me approved for a 2022 Kia ****** which they said they will pay off the rest of my lease. Its been 30 days and Im still waiting for them to pay off the car. Every time I text the finance manager he says its takes 30 day I replied back saying its been ******************************************************************************************* the deal which the guy him self shook my hand and told me they were going to pay for the car because I would have received a big bill. Im currently trying to work and fix my credit now and with them stalling not paying the rest of the car like they said! ****** will report late payments on my credit which is not helping my situation! They need to do what they said they would do.

  Business Response

  Date: 08/02/2024

  This payment was already sent out to ******************** credit. Unfortunately, all we can do is send out the payment has agreed. It takes time for the manufacturer/bank to process the payment. That is something that is completely out of our control and we cannot expedite. Most auto lending institutions do not report late credit payments until 60 days. But again, this is completely out of our control and not something we can handle. If the check is there and it is sitting in their system for 2 1/2 weeks and they did not process it, that is not the fault of our dealership that is just the process of the bank. 

• Initial Complaint

  Date:01/29/2024

  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.

  I received a call on 1/26 from the finance department at this business informing me that the sales contract (executed by both parties on or about August 2019) for my 2020 Kia **** had the incorrect *** number and if this wasn't resolved that day, *** would be taking my car. I've explained that I recently had a problem with this business and that I refuse to work with them because about two years ago this business fraudulently charged me for an engine swap while the vehicle was under warranty in which this business accused me of using bad fuel and billed me about $2,000. When I called *** *** they informed me that the issue was that there were metal scraps found inside my engine and the engine needed to be replaced which was covered under my warranty. It was also explained that it was up to the owner to not bill me, they attempted to intervene but the owner said no so I was charged about $2,000. This was the last time I ever went to this particular business for anything and hoped to never have to work with them again. Now they are requesting that I sign a new contract to correct the *** error they made on a sales contract from 4 years ago in order to avoid *** from taking a car that I have been making all of my payments on. I would like to resolve this issue but not directly with Kia ********************** due to the fraud which caused me financial harm a few years ago and due to the fact that they are negligent and unprofessional. I have explained this to the finance department, and also to *** **** I never want to associate myself with this particular business and seek intervention from the BBB.

  Business Response

  Date: 01/30/2024

  This customer brought in their vehicle due to having the gas tank filled up with E85 ( ************* and the engine not acting normal. Unfortunately the vehicle is not made to handle this type of fuel. As per the photo attached, the customer was not charged the nearly $2,000 they are claiming. As you can see the the customer was charged $693.52 in labor to clean the E85 ( incorrect fuel ) from the vehicle before the fuel pump and fuel injectors were damaged and perform the necessary steps to ensure proper function of the fuel. ********** ******* did in fact cover the engine replacement under warranty for a total of $3,643.59 which the customer was not charged for. I hope this addresses the customers concerns and clears up any miscommunication that *** have been experienced. 

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  That is a fabricated story. When I contacted *** *** to seek clarification about what the business was allergic regarding my fuel and they informed me that they had no reports about the fuel being bad. *** *** informed me that there were metal shavings found in my engine and it needed to be replaced which would be no cost to me as it was under warranty. The reality is that 2020 *** souls had faulty engines as evident in recall number ********** While it is probably true that *** paid for the engine replacement as it was under warranty, the employer also charged me, the customer with the bogus claim that I used bad fuel on my engine. Not only was this claim fraudulent, but it was also insulting as I never used E85 grade fuel, always used 87 or higher. At that time I attempted to get the owner to investigate the mishap made things right however the owner refused and charged me regardless. This made me lose all faith in ever returning to the business or to ever own another *** ******* in the future. Regardless, the issue at large still remains in that the same business has now harassed me to fix their error regarding the incorrect VIN number they listed on the retail instalment contract with an unreasonable deadline, and threats of *** seizing my ******* if I fail to comply. I ask that the BBB intervenes to resolve this issue since I have little faith in this business ability to resolve it in a manner that is ethical or non-negligent.

  See attachment for:

  A) The recall number on the 2020 *** **** engines.

  B) The retail instalment contract with incorrect VIN Number.

  C) The correct VIN number of the ******* in question.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/02/2023

  Type:Billing 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 went to Yonkers Kia on 8/24/2023 with my husband in hopes of buying a 2-3 year old German SUV. The salesman, ***********************, kept pushing the *** because, It comes with a 10 year/100,000 mile warranty. I kept this in mind. He showed us different types of *** SUVs, had ** sit in them, and told us all of the specs on each vehicle. After he got me to like the **** it came down to either the Sorento or Sportage. I eventually went with the Sorento. He told me if I took the green one it would be cheaper. I took it. I shouldve went on the *** website because when he told me the price of a 2023 ***********, $46K, my husband was not happy. I told them that I wanted to spend, at the most, 30K. But after getting me to love the car by telling me all the things it had, like LED interior lighting, auto lift tailgate, automatic adjusting seats, which none of these things it had. On the sales slip it said that its a new vehicle with only 5 miles on it, which is a lie, it had around 350 miles on it, and our insurance policy, that I had to put up 5K, just for the policy, states that its a used vehicle and only worth about $34K, new. I was charged 3K for a warranty that was supposed to be free, I was charged $500 for a rim and tire (new car), and also charged $1,208 for a key replacement, $1,000 for Lojack1, and almost 10% sales tax, $4,408.48. I should have only paid some of the sales tax, and the other things I never got. I have 2 different sales slips too! And they each say something different. I paid a grand total of $54,323.98, for an exact match on the website, brand new for $30,090 MSRP. Why did I pay 24K more then? I gave him 19K cash down, and financed the rest. I questioned our salesman but he assured me that I paid the right amount. I know that Im being duped, and I want back whats rightfully mine, at least 20K! They need to fix my altered sales receipt, fix our insurance policy that stated its a used car, valued new at $34,590. Or Im suing.

  Business Response

  Date: 10/30/2023

  *** consumer purchased a 2023 Kia ******* from Yonkers Kia on 8/24/2023. *** Vehicle Buyers Order, which is signed by the consumer, states that at the time of sale the vehicle was new and the odometer read 5 miles. *** Vehicle **voice, which is signed by the consumer, also states that the vehicle is new and had 5 miles on the odometer at the time of sale. *** consumer has not provided any evidence to the contrary. 

  Moreover, the time for the consumer to notify Yonkers Kia of a discrepancy regarding the odometer reading was at the time of delivery, not five weeks after the date of sale when the vehicle has presumably been driven many more miles. ** addition, even if there was such a discrepancy regarding the odometer reading at the time of sale, an odometer reading of 350 miles would still classify the vehicle as a ********* Vehicle. See Vehicle & Traffic Law 415(1)(h)(iii) (new motor vehicle means a motor vehicle classified as a passenger automobile . . . which has less than one thousand miles on the odometer.); 15 N.Y.C.R.R. 78.13(a)(a).
  *** business does not have access to the consumers auto insurance policy but notes that the insurance card issued at the time of sale states that the vehicle is new. *** business requests that the consumer provide a copy of the policy document valuing the vehicle at $34,000, though the business would surmise this amount reflects the lien holders security interest in the vehicle rather than the retail value of the vehicle at the time of sale. 

  *** agreed upon purchase price of the vehicle was $45,998.00. **cluded in this price are the manufacturers warranties listed on the window sticker of the vehicle, LoJack vehicle recovery service and key replacement service. *** consumer also purchased additional warranties through **************************** including a tire and wheel warranty contract ($500.00), and a mechanical service warranty contract ($3,000.00). *** consumer signed separate agreements for each product, and the cost of each is clearly listed on each warranty contract as well as the Vehicle Buyers Order, Vehicle **voice, and Retail **stallment Contract. *** dealer document fee for processing the consumers registration and title application is $175.00. *** total taxable amount was $49,673.00. *** transaction is subject to the combined ************** and ************* sales tax rate of 8.875% ($4,408.48). Non-taxable costs include the ************** inspection fee ($10.00), the ************** tire tax ($12.50) and the consumers ************** DMV registration fee ($220.00). *** total cost was $54,323.98. *** consumer made a down payment of $19,000.00. *** remaining balance of $35,323.98 was financed through Exeter Finance Corp. 
  
  *** consumer is not *********** a refund from the business. If additional explanation is required, please contact your Finance & **surance Manager.
  

  
  

• Initial Complaint

  Date:09/22/2023

  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.

  On or about July 5 2023 this place of business ran my credit for a purchase of a car without my permission or consent I never was at there place of business nor did I authorize anyone from the place of business to run my credit

  Business Response

  Date: 10/06/2023

  Attached, please find evidence of the consumer's authorization to obtain the consumer's credit information prior to July 5, 2023 for the purpose of shopping for an auto loan, as well as evidence of the consumer's physical presence at Yonkers Kia on 7/9/2023.

  Customer Answer

  Date: 10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I dont see no attachment of anything saying I was there at there place of business I never been there and never gave no one permission to run my credit 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/13/2023

  The consumer's reply does not warrant any further response from the business. The business has provided sufficient evidence of authorization to obtain the consumer's credit information for the permissible purpose.

  Customer Answer

  Date: 10/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  No where did it show I authorize my credit to be ran it shows a correspondence between me and a person who is not a licensed car dealer I am not satisfied 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:08/01/2023

  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.

  I purchased an extended warranty as part of my financing from Yonkers Kia. When I purchased my preowned 2016 Mini ****** from Yonkers Kia, the Finance Manager, ***************, told me that the bank required me to also include in my purchase an extended service plan on my car due to the cost of repairs. He had a chart in front of me with the various options and we selected one and it was rolled into my car loan. I have called and stopped in on numerous occasions to get a copy of the warranty and am given the run around (the file is at another location etc.). I now need to use the extended warranty for a pricey repair and I still cannot get any information from Yonkers Kia on who the company is, a contact number or even my warranty plan number. I call and am transferred or am told to call back. I need help resolving what I now believe is a complete scam on the part of the ****************** at Yonkers Kia.

  Business Response

  Date: 08/01/2023

  The business requests that this complaint be rejected because it does not meet the BBB's Complaint Acceptance Guidelines in that the consumer's marketplace transaction was in September 2019, more than 12 months from the date of the instant complaint.

  Notwithstanding the above, the business is searching its physical records for the deal folder which contains a copy of the consumer's warranty agreement(s). The business's electronic records only date back to 2020 at this time. Once the physical folder is located, the business will scan and upload a copy of the agreement(s) to the consumer via the BBB complaint intranet, or directly to the consumer via email.

• Initial Complaint

  Date:11/30/2022

  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.

  I on the 7th of november had an issue with my leased vehicle that left me on the side of the road. i got my car towed to the location i got my lease from. It needed a new transmission which i was told that following monday after a mechanic by the name of ****** reviewed my car. He mentioned the part was approved or transmission approved to order on the 9th and awaiting the part by mail. he said should take a few days to get here and shouldnt take more then a day to put transmission in. that was on the 9th. then that next monday the 14th of november he told me the part just got here after ignoring my voicemails and will put it in once he gets time.On the 16th my mother whos name is on the car also went to *** to see why this was taking so long and if i was lieing about the process..the mechanic told my mother that the part wasnt in yet and awaiting the part. the misinformation and the fact that this was my car to get to work was troubling because had i not had my brother taking me to work i would be without a job because they failed to update me on the a rental car availiable per my contract. had i been in a different situation i could of lost my job. now before thanskgiving after all the negligence.. i decided not to care about the lies and just focus on getting my car. He told me on the 22nd of november that he would have the car ready by saturday after mentioing to me about a loner car that would cost me $500... i said no and told him i would just pick up my car saturday but call friday to confirm. fridays comes and no answer all day. day after thanksgiving. i get it but still i was told a day when the car would be ready. i decided to give them another weekend to work on it or just get it monday with family being with me at the time. i come in monday and the car was on the side with other cars being fixed right in front of me/ the mechanic was not there and associates said to me just awaiting clearance to get the transmission put in. i just feel helpless.

  Business Response

  Date: 11/30/2022

  This consumer's vehicle arrived at Yonkers Kia's repair shop on 11/9/22 by tow truck. Kia **** line was contacted on 11/10/22 (case # ********). Transmission part # 48000 2h300r was ordered on 11/14/22 and delivered to Yonkers Kia on 11/19/22. The consumer's vehicle is next in line to go through the shop and our Director of Fixed Operations states that he expects the work to be completed by tomorrow, 12/01/22. 

• Initial Complaint

  Date:11/09/2022

  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.

  My 2016 Kia **** engine had been lagging so I took it to Service for it to be checked, this was back in August. After 3 or so ************** called my husband to inform that what needed to be changed was the Catalytic Converter. Our point of contact was ******. After that call, it was radio silence for about 2 or so weeks. My husband called the ****************** again but was told that ****** was on family leave and no one was able to know what was happening with my car. In my opinion if a staff member is out why not delegate the job/case/project to someone else. After various calls from my husband, and him having to become irate with staff over the phone, we finally got someone to take over ****** and give us some type of results. My husband has now been talking to ******** Who informed him that the Catalytic converter had to be changed and that the part would take about a week or two to arrive. He then mentioned that the car should be ready about a week after the part has been received. (This was said to us back in early October). Once again, we awaited a phone call from **** My husband calls again, he is then told that the service would cost about $900+ since now not only is the issue the Catalytic Converter but the Sensor and the Flex Pipe also have to be replaced. When we purchased the car, we were sold an extended warranty that would "pay for everything". My husband explains to ******* that we have this policy and that everything should be covered by it. ******* then goes on to tell my husband that our policy is not "platinum" therefore we have to come out of pocket. When we purchased the warranty we were never told about the other options available. I have now emailed and called the Service Manager, ******************* but he fails to return any of my calls or acknowledge my messages. I have continued to pay my monthly car note and insurance for a car I have not even been able to use since August.

  Business Response

  Date: 11/15/2022

  The business has been in contact with the consumer and understands this complaint to be resolved. Notwithstanding this, the consumer's ****************. contract number is **********