ComplaintsforGermain Kia of Columbus

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car in to have warranty repaired on the windshield seal was deteriorating. They had to remove my tint and remove my dashcam camera. I been trying to get a hold of someone about it but no response. Kia has told me it Germian responsible for it. All I want is to have my car tint and my dashcam reinstall and they cover the cost to have it done.

  Business response

  04/25/2024

  ********,

  Sorry for the inconvenience.  Unfortunately, the manufacture does not cover any aftermarket components or cost when a manufacture warranty work is being completed.  We have reached out to our Kia District Parts and Service Manager to see if we can get an exception.  **** ***** our Service director will be reaching out to you.

   

   

  Customer response

  04/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21613904
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** *****

  It's not my fault that the part failure. I shouldn't be responsible. I spoke to kia and they are saying that you are responsible for the cost to tint my windshield and for my dashcam. I think Germain kia should make a one time exception for a loyal customer and cover the cost to get my windshield tint and for my dashcam to be reinstall. 

  Business response

  04/30/2024

  ********,

  Thanks again for your patience and understanding in this matter, I am surprised that Kia manufacture is recommending you collect from the dealership, as I've never experienced that before, as a good faith 1 time payment we would be willing to split the cost of repairing/replacing the aftermarket components 50% with you.  Based off your receipts that you have provided that would come to $259.06. Please let us know if this would satisfy your BBB complaint.

   

  ***** ****

  Customer response

  05/06/2024

  [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 accept the business's response to resolve this complaint. Wish they would cover it all. But 50% is better than nothing.
  
  Regards,
  
  ******** *****

• Initial Complaint

  03/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  During service, was approached to trade in vehicle. After saying no a number of times, they continued to adjust the offer, but my other requirement was the new vehicle would a specific lane safety feature which was the most important feature for me. The car I was trading in had the feature, and I was told the new car had the same feature (after an $1,800 package add on). Put simply, without the representation that this feature was on the new car, no trade in would have been made. Once I took the car and noticed the lane safety feature did not operate as advertised or as it did on the other vehicles wit that feature, I made the dealer aware. At first I was told there was nothing they could do, but finally got them to recalibrate the vehicle. The feature continued to not function properly, so it was then taken back into service to explore further. At first, I was given no updates and no loaner vehicle and was without a car for 2 weeks. After reaching out to the dealer a couple of times, I did finally receive a loaner vehicle. My car was in the shop for nearly 2 months and upon receiving it I was told that the manufacturer stated the car was functioning properly. I had the service tech take a test drive with me of my vehicle and another vehicle with the feature to show the difference, and he asked to keep it longer to check further. A few days later I was asked to take the vehicle home, with it's functionality still falling well short of the advertised lane safety feature, especially in comparison to other models with the same feature. I have been told by the sales manager that there isn't a reason the features should function differently on different models, but this is clearly the case. Whether intentional or not, I believe this is a clear misrepresentation of the vehicle features and false advertising of its capability. The only solution offered by the dealer was for me to purchase a new vehicle from them that also had the feature, which costs thousands more.

  Business response

  03/23/2024

  *****,

  Sorry for you experience you've had, and that the Rio is not meeting your expectations. The Rio you purchased does have the Lane Keeping Assist, Lane Following Assist, Lane Departure and Driver Attention Warning as well as a few other safety features included in the Technology Package.  Per conversations with Kia Motors of America it is their stance that these features are functioning properly and with conversations you have had with our service department a driver should never remove their hands from the steering wheel while operating a motor vehicle.  If you still do not think the safety features are working as they should, please take the Rio to another service department for a second opinion.  Also here is the contact number to KMA consumer affairs ###-###-#### to see if these issues would classify as a lemon law buy back.

  Customer response

  03/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21462317
  
  I am rejecting this response because: 

  The response ignores the assertion of misrepresentation of features. The fact the dealer and Kia both say it functions properly is precisely the misrepresentation I am seeking resolution over. The feature does not function as the feature is advertised, described, or asserted by the dealer and Kia. I have also brought the matter forward to Kia, but as an agent of Kia and as the seller of the vehicle, you are still subject to abide by Ohio Consumer Protection laws under ORC Chapter 1345 and Ohio Administrative Code 109:4. As such, I am entitled to pursue litigation and/or seek recovery of damages from you as the seller. In addition, the Ohio Attorney General has the right to conduct investigations of sales practices and representations of services and features. All routes will be pursued to achieve resolution as none has been offered by the seller.
  
  Regards,
  
  ***** *****

  Business response

  04/25/2024

  We have agreed to send ***** a check for $585 to get this complaint resolved.  

   

  ***** ****

  Customer response

  05/03/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *****

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the past 5 years we have purchased 4 vehicles cash from Germain. Our most recent purchase Feb 14 was a 2020 Kicks. Germain Kia only offered trade-in value of $1,000 for a 2018 Santa Fe & $500 for a 2009 Journey even though they were advertising $3,500 for any trade-in. How fair is that? The Santa Fe was in the service Dept at Germain Hyundai. We were told Germain Kia and Germain Hyundai were sister companies and they had worked out the trade-in allowance for the Santa Fe. It was then our understanding the total amount due after both trade-in allowances would be $15,994.04. Kia demanded we wired the funds right away which we did. Again, it was our understanding as soon as the funds were wired it was considered a done deal. However, when we arrived to pick up the Kicks they were holding it hostage stating we still owed $408.34. They adamantly refused to release the Kicks until we paid the $408.34. What were we to do? They had our cash of $15,994.04 and were refusing to release the Kicks. By now, our cash funds had been exhausted so we had to use a credit card to pay the additional $408.34. We need this amount refunded to us as we feel, for the second time, Germain took advantage of us. We were deceived (maybe even tricked) into believing the total amount due for the Kicks was $15,994.04, the amount of the wire they demanded so quickly. We believe it was dishonest what Germain did to us. We have been loyal customers and feel we deserve to be treated with dignity, respect and most importantly honesty.

  Business response

  02/20/2024

  Just spoke to ******* on the phone and we are sending her a check for $238 to offset the service cost.

  ***** ****

   

   

  Customer response

  02/22/2024

  [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:
  
  We accept the business's response to resolve this complaint.
  
  Their kind consideration has been appreciated.

  Sincerely, ******* ******* & ***** ******

  Business response

  03/11/2024

  How much have you received? and I will check on the rest for you.

  Customer response

  03/12/2024

  [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 received Germain Kia's refund check yesterday.  Matter is now resolved.

  Your assistance is appreciated.

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

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brand new 2023 Kia Sportage from Germain Kia of Columbus, Ohio in September 2022. I've experienced multiple problems with this vehicle beginning as early as December 2022. The first thing that happened was that a faulty oil change was done and I was told by their service department that when they performed an oil change for me, the oil filter was pinched which caused all of the oil to leak out. Because to my surprise, after having my first oil change done when the car barely had 4,000 miles on it, I waa driving and a warning light came on in my vehicle stating low oil and I had just had the oil changed in the vehicle two weeks prior and hadn't driven it very far. After this happened, the vehicle began to jerk and stall out in the middle of traffic (Frightening to say the least), then the gears wouldn't shift anymore. The vehicle had to be towed to service department at Germain Kia in Columbus, Ohio at Auto mall drive, and after having the vehicle for two weeks, a new transmission had to be put in my new car. Then I reported problems with the braking system in the car, because the car wasn't stopping properly and was told that the brakes were operating fine and the brakes and rotors were in good shape. Now the vehicle has a knocking sound when you turn the steering wheel and it has been checked and diagnosed as needing a new steering column. The part just came in yesterday and I can't get in for my appointment for this work to be done until August 28, 2023. My vehicle will be a year old next month and all these things have happened with this vehicle. I get nervous driving it, because I'm always wondering what's going to happen next. The vehicle has been nothing but a problem. This is the first time that Ihave ever purchased a Kia and it will be the last time. Because I have never experienced any problems like this with any vehicles that I have ever purchased. I have asked for Kia consumer affairs to let me out of this vehicle but they have not helped.

  Business response

  08/17/2023

  ********,

  I am so sorry for the continued issues you are having with your Kia Sportage and the delay for getting your vehicle in for service and having the Steering Column replaced.  All issues have been unrelated so I don't think it will qualify under the lemon law, but here is the phone number to Kia Consumer Affairs as they are the only ones to authorize a lemon law buy back 800-333-4542.  

  As for the steering column replacement, I will have service director **** ***** reach out to you today and squeeze you in on Saturday the 19th if that works for you.  

   

  ***** ****

  Customer response

  08/29/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20476156
  
  I am rejecting this response because: The vehicle has had many issues literally since I bought it. My very first service which was only an oil change but two weeks after getting the oil change, I get a warning light in my car that my oil is low. Upon my boyfriend checking the oil stick it was dry. I had to take my vehicle back to the dealership and they kept my car for approximately 2 1/2 days and told me that it was ready. Upon picking my vehicle up, I was informed by a worker in the service department, that when the oil change was done they left a small pinch in the oil filter which caused all the oil to leak out. Immediately after picking the vehicle up, I didn’t get a mile or two down the road before me and my boyfriend felt the first jerk from the vehicle . The dealership was closing so I was unable to take it back that evening. But the very next day I drove it to work and made it ok but went on my lunch break and drove the car, and it was jerking, stalling out, then not wanting to go even with the pedal being pushed all the way down, then it would rev up and start jerking again. So I called the dealership and spoke to **** Gibbs, the service manager and told him what was going on with my vehicle. His first response to me was, “Well it’s not anything we done.” I was like I didn’t call to debate, I called to get my vehicle back in to the service department to be checked out. He said to bring my vehicle up there that day. Well after I got off work and started driving the vehicle home, the vehicle starts jerking again and the engine was revving up all on its own, then it would periodically not want to get up and go and literately stalled in the middle of traffic which scared me because I could’ve been killed if I had gotten hit because there was a lot of traffic on the road. By the grace of God, I made it to my apartment to pick my boyfriend up to take my car to Germain service department because I was a nervous wreck because of this car. He and I experienced the vehicle jerking, revving up, stalling out and we had to pull over into a parking lot not far from my house because the vehicle wasn’t going to make it. Upon trying to put my vehicle in park, the gears didn’t want to shift from drive to park and it is an automatic. Needless to say, my vehicle had to be towed to their service department and I was told the next day that they were running diagnostics on the vehicle and the final outcome was that my vehicle needed a new transmission. At this point, I’m like all of this happened in a sequence which all started after the faulty oil change. They had the vehicle for 10 days. Then I got it back and it did okay for a little while, now it seems like the gears are getting tough to shift again. And currently my vehicle is in the shop for a steering wheel column replacement, because all the sudden, when I would turn my wheel, I was hearing a popping/knocking sound. My vehicle has been in the shop for two days. So I do not accept what ***** **** is saying because, the issues prior to this all started right after the faulty oil change within two weeks once all the oil leaked out of my car. Also, this car has had one problem after another and isn’t even a year old. I have never purchased a Kia before this and with the experience I have had with what was supposed to be a good experience since I purchased a brand new car, a 2023 Kia Sportage, it has been the opposite. It has been the most frustrating, saddening, disappointing, and frightening experience that I’ve ever had in my life with any vehicle. Because my anxiety shoots up to an all time high, every time I have to drive this vehicle, because I’m always wondering what’s going to happen next. Germain Kia refuses to take any accountability for any of the problems even early on, and want to just use the excuse that things like this happen sometimes per ***** ****, the general manager. He knows just like I know, the sequence of events with my car happened back to back and prior to the oil change, my vehicle was driving perfectly fine. I had no issues whatsoever. The vehicle is a lemon and it is dangerous. I am highly dissatisfied with my complaints with this vehicle being minimized and swept under the rug. I want out of this vehicle contract so I can get me another car, that is dependable, reliable, and safe. And unfortunately the vehicle I purchased from Germain is none of this. It is a DEATH TRAP. I DO NOT FEEL SAFE DRIVING THIS VEHICLE AND I WANT THE DEALERSHIP TO BUY IT BACK OR LET ME TRADE THIS VEHICLE WITH NO ROLLOVER AMOUNT (AS A LAST RESORT) AND BUY ANOTHER VEHICLE IF I HAVE TO FROM THEM BUT ONLY AS A LAST RESORT. MY ULTIMATE GOAL IS TO HAVE THEM TAKE THE VEHICLE BACK AND LET ME OUT OF MY CONTRACT ON THIS VEHICLE.
  
  Regards,
  
  ******** ******

  Business response

  08/30/2023

  ********,

  **** stated he spoked with you and would be contacting Kia consumer affairs 800-333-4542 to start the lemon law/buy back process. Have you heard back from them?  If not I can attempt to get our Kia District Parts and Service Manager involved as being deemed a lemon is going to be the only option for a buy back.

  Please let us know. 

  ***** ****

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On approximately june 6th my car was broken into in my complex. On june 28th I took my car to Germain Kia of Columbus to be repaired. I was called on July 10th and informed that my car had been completed on the 8th but because the tech was leaving early that day so they didn’t let me know. Instead the tech guy left my car in the parking lot at this dealership over the weekend where it was broken into and the same thing had happened to it. Only now the damages are worse than before and they are claiming they aren’t responsible for the damages cuz they have signs everywhere saying not to leave vehicles in the lot. However the tech **** ****** made that choice for me. I was never told by car had been finished or id have picked it up within an hour. The tech took that choice from me and now I’m stuck with a vehicle they cannot even prove was fixed in the first place. They claim they have no cameras, they claim there’s no information to give me. My car is still sitting in their parking lot. Beware of this place.

  Business response

  07/27/2023

  ******

  We are truly sorry that you are going through this.  For the past year we have a night security guard that patrols the Germain lots in the automall to deter an attempted thefts, but it has not stopped them all.  What information would you like us to provide, as you stated "there's no information to give me"?   Also our IT team is currently working with our surveillance company attempting to get the camera's back online, hopefully we can retrieve the footage of the attempted theft once that's completed.  

  We are definitely here to help.  Have you contacted your insurance company on the second theft attempt?  Our service director **** ***** or **** ******* will reach out to you tomorrow to go over details.  

  ***** ****

• Initial Complaint

  03/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I sold my yellow 2016 Kia Rio on January 28, 2023 to Germain Kia for $4,000.00. We were told once they received the title from the lender it would take 10-15 business days before we could be paid for the car. After calling into the finance and accounting department 5 times and having to leave 5 voicemails without being responded to, we stopped in on Saturday March 4 in person to see if someone could help us. We were told there was no one there to talk to on a Saturday who could help us, so someone from the front desk took my information and told me that someone from accounting would call by the end of the day on Monday March 7. It is now 8:30 PM on March 7 and I have yet to hear from anyone from Kia. This is starting to get ridiculous as I have a letter from my lender saying that the car was paid off and the title was released on February 8th. It has been plenty enough time and this needs resolved ASAP as they have been giving us the run around for over a month. I would not recommend buying from or selling to any car dealership with Germain in the title as it seems customer service is last on their list of worries.

  Business response

  03/07/2023

  ***** I'm so sorry for the lack of follow up and follow through on our part.  **** **** said he just spoke with you, the check is ready and can be picked up from now until 8pm tonight.  If you cannot make it in tonight I can have one of our staff members bring it to you first thing tomorrow.

   

  ***** ****

  Customer response

  03/07/2023

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ***** *****

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had a horrible experience here and at this point I'm not sure what else to do and I'm hoping to get some help. I live in Kentucky but was in Columbus, OH for work when my 2017 Sorento suddenly, and surprisingly, died (twice) - apparently a known kia issue with oil loss. I had my car towed here after calling to make sure they could look at it. This was December 17. Since then, I've called and called and left messages but no calls returned. I've emailed and afterwards got one missed call from them with no voicemail. I got a ride to stop in last Tuesday to try to sort this out in person since no one would talk to me. I thought everything would be sorted. Got an automated text message. It's been a week since then and I've called and texted and have received complete silence. It has now been over four weeks I've been without a car and I, unfortunately, drive my car for a living. I'm desperate for a resolution. I've spent so much on rentals already this is turning into a major situation.

  Business response

  01/21/2023

  *****,

   

  So sorry for the lack of communication.  **** ***** has informed me that you two have spoken and you also have his cell phone number for any future correspondence.  Please let us know if you need anything else.

   

  ***** ****

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle 8/27/22 at Kia of Columbus. The day after purchasing the car it would not turn off without displaying a shift to park message. I reached out to the dealership which we purchased the vehicle and they could not give me a loaner vehicle while our car was being repaired. I then took it to another GMC dealership in which they told me the part isn't covered under any of my warranties and I would have to pay for this issue. I call the dealership which purchased they said they would pay half and that it was my fault that this occurred and everything is technically sold as is. I believe that I deserve a full refund, and have yet to receive a check for half. I have reached out to the sales manager at Columbus of Kia ******* **** who I spoke with about paying half of the purchase. He now has yet to return my calls and emails. For someone who has served in the military this has been the worst service I have dealt with. I have been ignored time and time again and want this resolved as soon as possible.

  Business response

  10/15/2022

  **** **** should be in contact with you to get his billed paid as a one time good will fix, any future repairs and or fixes will 100% be your responsibility.  Sorry for any inconvenience it has caused.

  Business response

  10/17/2022

  ******,

  **** said he spoke to you over an hour ago to let you know that we are paying it.  He is going to call you back to hopefully clarify.

   

  Customer response

  10/18/2022

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ****** *****

• Initial Complaint

  07/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On may 25th 2022 my girlfriend and I bought a used 2014 Chevrolet Camaro from germain Kia in Columbus. We financed the car for 48 months. We were told by the finance manager that we would receive the title and other paperwork needed to register the car and obtain a plate in Pennsylvania mailed to our address. 40 days after the sale I began to contact the dealership by phone and email since we hadn’t received anything in the mail and our temporary tag was expiring. 58 days after the sale and no response from Germain kia, I sent a complaint to the dealership from a customer satisfaction survey email. Brian F, the sales manager responded explaining that a title was sent to the lender (not myself as the finance manager explained) and I would have to get it from them and that there was nothing that could be done but if I wanted to keep driving my Camaro I could and the dealership would cover any fees or fines for driving without a registration. I explained I would not drive my car illegally without a plate or registration. I was offered a gas card for my inconvenience. I was told it was a Pennsylvania title by multiple people from the dealership and a title search shows it as an Ohio title.

  Business response

  07/28/2022

  Good morning ****.  I do apologize for the miscommunication with the title, but I do show the replacement title arrived to you yesterday with fedex overnight tracking # ************.  It is in fact an Ohio title as PA is a non-reciprocal state with Ohio and you will need that title to pay your taxes and register your vehicle in PA.   As we offered before we will be happy to send a $50 gas card for the inconvenience. 

  Customer response

  07/28/2022

  I am rejecting this response because: I did receive the Ohio Title yesterday after being told multiple times by the dealer it was a PA title. $50 gas card does not cover the 20 days I could not legally drive my car due to the dealership dropping the ball. 
  

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Just paid Payment number six on a certified used car from Germain Kia Grove city Ohio. I had my oil changed a few days ago and they would not rotate my tires when I was getting my oil changed at Tuffy because they said the tires on the back were so bad that it would make my car vibrator. Tires are one of the inspection points required on a certified used car the two back tires are so bad they’re basically without tread on the inside of the tire and they’re very rounded and there’s metal showing in the tread. I went to the dealer several times about driving the car when I first got it in the snow and how it was sliding so bad going 5 miles an hour they said it was due to the traction and the way the car was built I don’t believe that I think they left the car with horrible tires on it which is now going to cost me about $600 to put new tires on this car. Also we just found out that the car did not have a spare tire or a jack apparently they didn’t check out the car well enough and I trusted them that this was a certified well checked over used car at Kia it Is a 2017 Kia Sportage. They tried to tell me when I put on the brakes and it grinds that it’s the way the car was built the more I think about this the more upset I am that they did not check this car out well and I wanna know what they’re going to do about it

  Business response

  03/29/2022

  Spoke with Ms. ***** Today and she will be bringing in her vehicle this Friday (4/1) to inspect the tires and we will assess. 

*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. ↩