ComplaintsforSpitzer Kia

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  November 2022. I bought a car. They added a service contract without me knowing. They didn’t give me paperwork. They gave me a blank thumb drive. The fiancé manager sent me copies per email. You can see where they had used white out

  Business response

  05/23/2024

  The customer signed the paperwork? Everything was discussed & explained to the customer. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 8th 2024 our 2022 Kia Telluride was taken into Spitzer Kia where the trim on the vehicle was put under warranty due to the discoloration happening. Once it was replaced the tech that performed the job destroyed the inside and outside of our vehicle which caused it having to be sent to a detailer on behalf of Kia because of how awful it was. Fast forward to April I went back in as a piece wasnt correct - still hasn't been corrected. Today 5.21.24 was in a car wash where the trim started to fall off the vehicle. I drove straight to Spitzer Kia where I was refused to be spoken to my Service Manager Kim - the ONLY person in house that would even try to help has always been James ****** in service but at this point his hands have been tied until Kim decides she would like to do her job. When I was in today she literally walked right past me and smiled refused to even walk out and look at the vehicle.

  Business response

  05/31/2024

  THE CUSTOMER WAS NOT IGNORED AND KIM OUR SERVICE MANAGER DID NOT REFUSE TO SPEAK TO HER.  SHE WAS NOT AVAILABLE TO TALK TO HER WHEN SHE CAME IN,  THE CUSTOMER WAS TOLD THAT WE NEED TO TAKE THE PICTURES AND SEND THEM TO KIA AS TRIM AND GLASS HAS TO BE AUTHORIZED BY THE DPSM.  PICTURES WERE TAKEN AND PARTS WERE ORDERED. JAMES AND STEVEN WERE ALL INVOLVED WITH THIS AND ARE ALL AWARE OF WHAT NEEDED TO HAPPEN AND THEY PRFORMED AS NEEDED.

  Customer response

  06/01/2024

  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.
  
  She actually had plenty of time to speak to me as she hid in her office for a good portion of the time until James told her I wanted her to physically look at the vehicle herself as she is the SERVICE DIRECTOR - that cleary is awful at her job.

  When she did come out of her office she went into the show room walked right past me smiling. I have even told the sales managers, the operations manager, the girls sitting at the cashier window to have the General Manager, Owner, & whatever other higher ups there are to watch them and they will see she did absolutely nothing to help the situation. She actually hasn't helped at all since this all began in February. It's pathetic that a $55,000 brand new 2022 Kia Telluride is literally falling apart. The 1st time the trim work was warrantied by Kia the tech they had do it DESTROYED the inside and outside of my vehicle to the point they had to send it to an outside detailer to correct the situation & now that tech is no longer with the company.

  Which is what should happen with Kim as well - I wasn't the only customer there that had an issue that she refused to talk to because "she was to busy walking around or hiding"

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle in November of 2021. I was told it had a brand new transmission. In April of 2023 I had to replace the ORIGINAL transmission. I was told my service plan did not apply because I moved out of state. I later found out this was also not true. I have been speaking with a finance manager since January who has approved a refund of the $2000 I spent on the extended warranty. As of today it is still not processed. Every time I ask he says it will be done by the end of the week

  Business response

  04/30/2024

  We are in the process of getting your cancellation processed. You'll be probated for what you didnt use. Thank you! 

  Customer response

  04/30/2024

  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 needed work done to the vehicle and tried to utilize this service plan. I was told multiple times that unless I could bring the vehicle back to Cleveland I could not get work done and apply it to the extended service plan. This was later discovered to be incorrect information. Since I paid over $4000 to have work done that should have been covered I expect a refund of the full amount at least]
  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Dodge Ram from Spitzer CDJR in Brookpark. OH 44142. I have also had warranty for this vehicle which I have brought in for service 3 times for the vehicle not starting up all the time. Each time they sent me on my way stating everything is great and nothing is wrong. 2 days ago the same issue happened again and now the Dealership says I have to pay 900.00 in repairs. How?!? When it was in the shop for the same reason as it is today. This seems to be an electrical problem and a starter issue from the first time it was in the service center. Doesn’t seem fair as I just want my truck fixed. I love my truck but I shouldn’t be paying for something that was clearly misdiagnosed the first couple times at the service center. I know a little something about cars and I can tell this isn’t right. I’m in the service industry as a ****** ******* and you have to make it right for customers if it’s right. Spitzer sold me a lemon and knew it had problems and now downs want to fix it. They want to take money from consumers and not own up to the things they did wrong. Someone help me please. ******** **** **** ****** **** ** ************* ** ***** ********** All I want is my truck fixed and Spitzer Cleveland to hold the word of helping fix a problem they should not fixed from the start.

  Business response

  02/15/2024

  His last visit was in August of 2023. We charged his battery that was low and could not duplicate his issue. When he was back in a few days ago, which has now been 6 months later which clearly suggests our battery charge worked for 6 months, he now has a corroded starter wire and a bad starter. This WAS NOT the reason he was in 6 months ago, and if those same components would have been bad at that time, he would have had issues before way before now. With this being said, we are contacting the customer and informing him we will goodwill his repair for a $100 deductible.
  
  

  Customer response

  02/16/2024

  [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. 
  
  Regards,
  ******** ****
  
  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered by staff LO Consumer purchased her vehicle on 6/9/23. The vehicle has been in and out of this shop for the last 3 months. They told her they replaced the transmission but when she got it back it was worse. They keep telling her they can't find anything wrong with the vehicle. She took the car back on 1/3/23, they let her know they found some issues with the vehicle on 1/11/23 but did not let her know how they were going to fix them. She also asked if she could get a loaner on 1/12/23, they told her they would get back to her but no one has. She has been calling them everyday for an update but she cannot reach anyone, she only gets voicemail.

  Business response

  01/17/2024

  We sold her a new cat yesterday. 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When we bought our used 2016 Kia sorento, we bought the extended warranty on the car for up to 125000 miles. Our car is now in the shop with less than 100,000 miles and it needs a new motor due to the oil consumption issues. Spitzer is now saying they need oil change receipts. We buy our filters from them. They do not keep any of the invoices from us purchasing them. They are not willing to help fix the issue yet they want us to spend 6400 dollars on a new motor. We have already paid for the extended warranty that can only be used through them. This Spitzer is completely useless. We took the car there this summer and they refused to diagnose it (you know before the motor went out) unless we paid 500+ dollars they kept the car all day when we finally were able to pick it up they broke our key and scratched the car. They did fix the key after an argument about it. Do not buy their spitzer Guarantee because they know that they will not actually cover anything. I called other dealerships that I purchased the filters from and they had no issues emailing me invoices. This is the only dealership that says that they do not keep them and coincidentally it’s the only one our warranty can be covered at.

  Business response

  01/02/2024

  Our service manager looked up the history with the car fax, the customer does have gaps in the records.  The customer states that she has bought filters from the dealership.  Justin in parts called the customer and got the phone numbers and/or names that the receipts could be under.  The outcome was that we could find 1 receipt with a total of 5 filters purchased.  The numbers ************ and ************ came up with no receipts. The only phone number with any record was the ************ and that was the only receipt that was on file.  Justin has attempted to call the customer back but has not been given any reply at this time.  I will put the claim through with what we have and wait for an answer.

  Customer response

  01/09/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  

  I’m assuming your response was prior to them finding 11 different filters that were purchased through you.? Because they did in fact find them.  

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

  Business response

  01/09/2024

  Our service Mgr did put through what they had stated before and she received the authorization today for the engine replacement. Kim talked to the customer, and they are in a loaner car as of today. Repairs will be completed next week.

  Customer response

  01/12/2024

  [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. 
  
  Regards,
  
  ***** ******
  
  
  

• Initial Complaint

  08/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We did not have a good experience. We made an appointment to test drive a specific vehicle. The request was very specific - i had to click on the specific car in order to “see if it was in stock” and then someone from the dealership contacted me. The dealership confirmed the vehicle was present the day before our appointment. When my husband and I arrived, we were told the vehicle had been taken home by someone … but they had a comparable car to test drive. We test drove the “comparable” car but we were then told it was several thousands more expensive than the car we made the appointment to test drive. After we refused the more expensive car, it turns out that the car we went there to test drive was actually there. Honestly we should have just left - but the car was what we wanted. After we paid for the car and we were walking out, literally at the front doors, we were told there was only one key. Nothing in our paperwork we were given said there was only one key. We obviously had to get another key (who has only one when they need special ordered and specially programmed) and it was around $600. We asked the dealership to reimburse us as it was unlikely we would have bought the car knowing we needed to spend another $600 right away (it’s a 2022) and they have ignored our requests. I would not recommend this dealership. I know we will not be back. And we want reimbursed for the key.

  Business response

  08/29/2023

  When we received the initial notice of the customer being upset I called the client right away. Originally when the client called to the store, we told them the car was here and available. Once the client arrived, we were showing the vehicle and trying to sell to a different client since we work off a first come first serve basis. We offered a second vehicle for them to look at, while the other people were checking out that original vehicle. The original vehicle then became available and Amy moved forward with the purchase and took ownership. Our Spitzer certified vehicles do not all come with a second key only Kia certified vehicles do. The client did not at the time make this a issue or say that it was a deal breaker.

  Payten S******
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a used vehicle by this dealership without knowledge of the frame damage. The entire frame is rusted and part of the frame is rotted out. I had no knowledge of this when I financed this car in July of 2020 until just recently in April of 2023 when my car started making noise while driving over bumps and pulling into driveways. I contacted the dealership who said they wanted to work with me to only call me in to sell me a brand new 2023 vehicle and said there was nothing they could do about the damaged vehicle they sold me. I want the dealership to pay for the repair costs or I will proceed with filing a lawsuit because this dealership sold me a vehicle that was in unsafe conditions and will request they pay all my money back.

  Business response

  07/26/2023

  The customer purchased a 2013 Equinox with 65 thousand miles. The vehicle went through whole state inspection. It did have service rust but nothing that made the car not pass inspection. Since her purchase in 2020 she has put 35 thousand. It seems that within that time frame has rotten, our suggestion is reach out to Chevy to see if they can recall the frame.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have dryrotted tires from Kia dealership. I called Kumo tires and got a claim number. I had the car check on good Friday. They confirmed that the tires are dryrotted. I have yet to get a result or any answers from Kia. I contacted the GM. Freddie M****** ************. No one will respond to my issues. It's a dangerous condition and I really just want them replaced. I am really afraid to drive my car. I have talked to Kumo tires and they said to go to the dealership and get them replaced. I can't get anything done.

  Business response

  05/25/2023

  From our service manager - FROM THE INFORMATION THAT I CAN GATHER THE CUSTOMER CAME IN WITH THE ISSUE OF DRY ROTTED TIRES. THE ISSUE IS WITH THE MANUFACTURER NOT THE DEALER. LOOKING AT HE REPAIR ORDER IT DOES NOT LOOK LIKE ANY TIRES HAVE BEEN REPLACED.  THE USUAL PROCESS IS THAT THE CUSTOMER PURCHESE NEW TIRES AND THE TIRES IN QUESTION ARE SENT TO THE MANUFACTURER FOR INSPECTION AND THEN THE CUSTOMER WOULD RECEIVE THE PRORATED PAYMENT IN THE MAIL.  THE CUSTOMER DOES HAVE A CLAIM WITH KUHMO TIRES #37159 I ATTEMPTED TO CALL THEM BUT DID NOT GET AN ANSWER I LEFT A VOICEMAIL.

  Customer response

  05/31/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ************
  
  
  
  
   

• Initial Complaint

  02/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 2-13-23 I called Spitzer Kia about a 2023 Kia Telluride they had in stock. I asked if the vehicle price listed was the price I would pay for the vehicle. I explained to the employee I asked this question because I lived to far away to drive there and have the price changed when I arrived. The employee stated " no we only charge MSRP". That night my wife and I drove to Spitzer Kia and test drove a telluride which we decided to purchase. We sat down with the salesman and we were told they would be adding $6000.00 to the MSRP for "market adjustment" or I could purchase a side package which includes a tracker being installed in the vehicle or paint protection. I explained to the salesman and the sales manager that I called earlier in the day and asked if the dealership was charging this "market increase" over MSRP to which I was told " no we only charge MSRP". I explained I wouldnt have driven there if I wasnt lied to about them falsely advertising the price of the vehicle. I explained I did not want a tracker or paint protection and I only wished to pay MSRP for the vehicle like I was told over the phone earlier that day. The sales manager ignorantly said "it's not gunna happen ". I asked if the phone calls are recorded when customers call in to which he said "yes". I said I will be contacting the BBB because I'm willing to pay the advertised MSRP like I was told on the phone is the price being asked which matched the advertised price until I decided to buy.

  Business response

  02/28/2023

  There was a miscommunication on pricing. We offered msrp and customer declined. 
  

  Customer response

  03/03/2023

  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.
  
  

  Hi *******, I denied the response because it says there was miscommunication the night of the incident. The sales manager said that night "it isnt gunna happen, you wont find that vehicle for MSRP" which shows they are marking vehicles up from the advertised price on purpose when people walk in the door and it wasnt miscommunication. That is false advertisement which is the second part of the claim I asked to be fixed. My time was wasted that night. What does selling me a MSRP do for me at this point? That's what I tried to do that day and was treated like trash. 

  
  

  
  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. ↩