ComplaintsforKen Ganley Kia
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Complaint Details
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Initial Complaint
05/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car was dropped off at Ken Ganley Kia in ******, **** on December 14, 2022. The motor needed to be replaced. I waited for my car for over 5 months. Just got it back on Wednesday and the car shutters and the check engine light is on with 2 error codes.This was a warranty replacement. I did stop by multiple times over the last 5 months but there were always excuses as to why the car was not repaired right away.The car had leaves and other debris underneath the hood. Not sure if Ganley actually replaced the motor on my car. Would think that they could have ensured that the motor area was clean before doing mechanical work.Really need some form of resolution. This has been beyond frustrating.Business response
06/12/2023
[BBB transcription via phone call]
The business is requesting the consumer come back in and ask for ****. Would be happy to go over the repairs and schedule any needed repairs with the service department. Can contact **** directly at ************.
Initial Complaint
01/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
******* Fri, 01/20/23 4:51 am Ken Ganley auto ****** I went there looking for a vehicle I filled out the forms to complete a credit report for purchase of a vehicle they said the site was down I left with the understanding that my credit report was not being pulled on January 18 looking at my credit report this morning it is simple two times since I left there!Initial Complaint
01/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is regarding warranty service on a 2014 ***** Captiva through Ken Ganley Kia in Medina Oh. Vehicle was dropped off for diagnostic testing and associated service through a purchased warranty. Serviceman was disrespectful and highly neglectful, refusing to provide updates on the vehicles status. His avoidance seems purposeful as he has not returned any of our messages and is mysteriously not available the time that phone contact was made with the dealership. As of now, they are holding an asset of ours without providing any service updates or any communication at all. At this current time, the vehicle has been in their care for 8 days with a total of 7 calls without meaningful verbal contact.Business response
01/16/2023
****** I would love to assist you with this. I believe we previously spoke in regards to the situation. Pleas feel free to call me.
*********************************
General Sales manager
**************
Initial Complaint
10/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received an email offer from Ken Ganley KIA regarding a trade-in incentive on a vehicle I had previously purchased from them. When I arrived, I was initially told they would honor the incentive, but after spending nearly two hours at the dealership I was informed that they would not honor the offer and that they can 'charge whatever they want to' regardless of it. The trade in offer was for my 2020 Kia Soul EX, and was for a 2023 Kia Soul EX at $385 per month for a 72 month term. I was instead quoted over $400 for a 84 month term. When I questioned this, I was advised by someone claiming to be a manager that a mark-up of $6000-8000 is normal, and that the dealership can charge whatever they want to regardless of marketing. I would like the original offer honored.Business response
10/24/2022
I would be happy to look into this for you.
Please feel free to contact me.
******** ********
General Sales Manager
***** ********
Customer response
11/02/2022
I am rejecting this response because:
The business never replied to me; I attempted contact but never heard back.Business response
11/04/2022
I have already reached out to the customer and asked them come back to the dealership. If anything can be done I would be happy to help. Based upon the current inventory shortage issue, we currently don't have any souls on the ground. I do however have some in transit and one could be reserved.
******** ********
General Sales Manager
***** ********
Customer response
11/05/2022
I am rejecting this response because:
******** has not asked me to come back to the dealership; I have not been able to speak with him since the complaint was entered, and other 'General Managers' have not responded via email when I have contacted them. Please include an email address I can reach and receive a response from.Business response
11/12/2022
My email address is ************************Initial Complaint
09/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Ken Ganley Kia in ****** I bought a car from you July 29th, 2022. I took my truck into the Kia dealership to get my car seen by one of your advisors on August 16th, 2022 because the car seem wobbly and was informed that the repairs for struts, pins and tires would cost $3-4,000 none of which was listed on the car fax report. I have yet to receive assistance on how these critical repairs listed on my maintenance service request from August 16th will get resolved. I am paying over $835 for the car note, extended warranty and insurance. You want me to pay for my car but can’t provide repairs to the car I just got. ** I am a single mom asking for help!!! I wasn’t provided the best life growing up and all I want to do is do what is best for me and my two year old son! Please help spread the word that they just want to take your money. They didn’t properly inspect my vehicle and now they want me to pay for previous damages. Please find me a lawyer to help me!Business response
10/03/2022
Mrs. ***** I would be happy to assist you with this. Please feel free to call me. In the mean time I will do a little more investigation with our service department.
******** ********
General Sales Manager
***** ********
Customer response
10/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and since my car is currently with Ken Ganley Kia of ****** my response on this is pending. Since, my car wasn’t correctly inspected the first time once I get the truck back I will have an official **** dealership inspect the truck to insure there is nothing else that need to be fixed. If there is something else that need to be fixed I will follow up on this complaint.Initial Complaint
06/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
If I could give lower than a 1 star rating I would. I am the type of person who shops around for a car and basically knows what I want before I go to a dealership. I called and made an appointment to look at a vehicle at Ken Ganley Kia. Then I drove from two hours away for the appointment. Upon my arrival, the person I had the appointment with was "off" that day. I spoke to another salesman who sat me alone in his office for 40 minutes because he couldn't find the car I was interested in and the keys to the other car that I would have looked at as a backup could not be found either. Considering I had an appointment, and drove 2 hours to get to the appointment when gas is $5/gallon, I was more than a bit upset. They finally found the car I was interested in, but it was having an inspection and was not on the property. They found the keys to the "backup" car and it had pretty severe side panel damage that was not disclosed on the website or via the phone call when the appointment was made to look at these two specific vehicles. The manager could not be located to come speak with me. Definitely the worst experience Ive ever had at a dealership and I ***** would not recommend!Business response
06/27/2022
I am very sorry to hear you had a bad experience. I wish i could change your opinion of the dealership and shop with us in the future. Any suggestions would be greatly appreciated.
*********************************
General Sales Manager
**************
Initial Complaint
06/17/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
A service contract was cancelled for my car which was totaled in a accident. The company already took care of there part and sent *** a check. *** has bee holding on to this check and told me twice it was sent out yesterday. Last week and again this week. I just want the money they owe me. The car was paid off in full. I owed them no money.Business response
06/21/2022
I spoke with customer and explained that I would help her. I then contacted our office and spoke with DEE. She informed me that she would contact the customer and let her know that it is being handled with Kia..Initial Complaint
04/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am leasing a 2021 *** ******* (still under warranty) from Ken Ganley Kia. I took my ******* in for an oil change on 1/26/2022. While I was there, I told the service technicians that my media console was not working correctly. It would not connect to my phone sometimes, and when it did, it would randomly disconnect, making me drop calls, lose map directions, etc. In addition, the *** outlet does not work or connect my phone to the media display on my dashboard. A technician took my car for a drive to see what I was talking about and when he came back from a fie minute drive, he said he connected his phone, but it disconnected five times during his short test drive. *** would not take responsibility for the problem, but said they would look into it. After the oil change, I took a survey and told them how disappointed I was in their response. On 1/31/2022 I received an email stating, ********** Manager of Ken Ganley Kia, I am sorry to hear that you found service to be unsatisfactory. We are currently in talks with *** about the new Radio. Please feel free to reach out to me directly by responding to this message so I can ensure you are satisfied with your experience. I responded, Thank you, and never heard back from them. 4/1/2022, I emailed service manager asking if there was any update. I told him I was planning on buying the car at the end of the lease, but not if I did not have a functioning radio/media console, especially through no fault of my own. There was NO RESPONSE. 4/22/2022, called Ken Ganley Kia and spoke to an associate who said he was looking into the case and either the associate or service manager would call back. There was NO RESPONSE.4/25/2022 at 8:30am, I emailed service manager and two other managers. I told them I truly feel like they are discriminating against me because I am a woman. I told them they needed to respond back to me by noon today or I would call the BBB and make a complaint. NO RESPONSE. Called twice - NO RESPONSE.Business response
04/26/2022
I am sorry to hear you are having an issue with you radio and our service. I would be happy to assist you and get this resolved.
My number is **************
*********************************
General Sales Manager
Initial Complaint
01/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This business snuck in an extended warranty for $3995 which we didn’t notice until we signed papers and left dealership. We live in New York 6.5 hours from them so heading back to the dealership was out of the question. So the fine print said we could cancel without penalty within a short time frame. This occurred on 09/18/21. We called them 2 days later(as was a weekend) to request a cancel and our 3995 back. Numerous calls to them went unanswered but then we remembered we had the salesman cell number so called him. We were told they would send us a form to fill out and then once we sent it back they would be able to credit the loan but the payment would be the same per month as we had already signed. We said that was fine, we signed the form on 09/29/21 and sent it back via email(which we still have). They told us it could take a couple of months or more for the credit to show up. Then we sent 2 more emails over the next month and didn’t hear back. We have called at least 4 times and left messages as we never get to talk to anyone but an answering service…..seems fishy to me that I can’t speak to the actual dealership. The salesman we had called before no longer works for the dealership so he couldn’t help us. We have not received any money back and nothing has been credited to our loan. The dealership has ignored all of our calls/messages. We would simply like the $3995 that they owe us to be credited to our loan.Business response
01/24/2022
I left a message for the customer to call me back directly on my cell phone.Initial Complaint
01/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 10/26/21 I contacted Ken Ganley Kia (formerly **** ****** ***) about a GAP cancellation due to me selling my 2016 Kia Forte. I spoke with *** ****** (Finance Manager) and he said he would send over the GAP cancellation form over to me. On 10/27/21 I received the form and fill it out and sent it back to *** along with proof that the vehicle has been paid off (see attached). I have not heard anything back about my refund and it is now 1/7/22. 3 months later and still no check or anything, I have sent *** ****** multiple emails and have called several times in which I have not heard back. I would like the money that is owed to me sent out ASAP.Business response
01/10/2022
I am in communication with ***. ***** **** is handling the refund. *** called back and emailed his responses. He is doing everything necessary to help. The money comes from ***** ****.
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Customer Complaints Summary
14 total complaints in the last 3 years.
0 complaints closed in the last 12 months.