ComplaintsforKMA Auto

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought a car a couple years ago, go to get serviced at same location regularly. This time they changed my tires, but there was an issue with a corroded valve so I paid extra to have it fixed, but they didn’t do it correctly which set off an alarm in my dash, I returned to them to have them fix the problem, they then lied to me and said it was a bad sensor and they were charging me even more money. I paid and left and left a bad review bc I know they didn’t fix the sensor bc that part has to be ordered. They lied to me, and charged me extra. I had my mechanic friend look at the sensor and it wasn’t replaced recently. Then when I left a bad review for them, they proceeded to bully me and act like I don’t pay for my stuff, my mom does. I don’t even know how to react to that. It’s strange to be a grown adult running a business and act like a 6th grade bully. The customer service department is extremely rude, TIM and JENNIFER are the two rudest people who work there, and I do believe it was JENNIFER doing the online bullying.

  Business response

  07/07/2022

  Tim-KMA Service Manager
  Starting to replace the tires, found that one of the rear tires had a valve stem that was corroded inside.
  Informed the customer that he needed new valve stem or new sensor. Gave customer prices on both options. When we go the tire off the valve stem was not serviceable. Let the customer know that we would have to put sensor in the tire. Completed the job and programmed the sensor. Customer left. A couple of hours later customer called back and said tire sensor light was on. While on the phone with the customer had the customer verify that none of the tires were low. Told the customer to come back and we would take care of it if it was something we did like a calibration issue. Upon arrival found that the other rear tire sensor wasn't reading. Had mechanic remove tire from wheel and the service manager inspected it for damage from tire install. Informed customer that he needed another new tire sensor, which we keep in stock. Customer approved replacing sensor in tire. Re-test drove and everything was ok. The old sensors are metal the new sensors are rubber. We are willing to have customer come back in so we can dismantle the tire to show the customer that our sensor is the one in his tire. The only way to see the sensor is to take the tire off the wheel.
  
  Jennifer-KMA Service Advisor 
  I received a call from the customer asking about tire prices. I priced out a few different tires and he chose a set and said to order a set of 4 tires. Scheduled an appointment at that time to install tires. He cancelled that appointment later on. Then called back to reschedule a second time for tires to be installed. When he came in for the appointment, he added an oil change and asked if we could install the same brand of tires on the car currently. I explained to him that we ordered the tires he picked over the phone and I did not know what tires were on his car currently. Explained to him where the waiting room was so he could be comfortable while waiting. When the vehicle was done, I went to the waiting area to inform him his car was done. He had his mother give me the card information over the phone for payment. She was on speaker. and requested that I not give him the information and it best not print the full card number anywhere. I reassured her that her information is not  saved and won't print the full number. He heard her comment and said "I'm not sure why she does that." I replied that "l have a mom too so I know how funny they can be!" Finalized the bill and gave him a receipt and explained where to find the vehicle. He thanked me and walked away.
  
  Customer returned with dash marks on the tire display where air pressure reading should be. Greeted him  politely. Took his keys and reminded him of the waiting area. He went to the waiting area. When the vehicle  was done I called him up to the counter and his mom was on speaker phone. I took the payment over the phone again. Finalized the paperwork , gave him his receipt and told him where to find his vehicle. He was  happy when he left and thanked me for getting it back in so quickly. I did not have any contact or communication with this customer other than these times.

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