Complaints

This profile includes complaints for Taylor Kia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Taylor Kia

  6300 W Central Ave Toledo, OH 43615-1743

  
• 

  Taylor Kia

  PO Box 351750 Toledo, OH 43635-1750

  
• 

  Taylor Kia

  12002 County Road 99 Findlay, OH 45840-8794

  

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:01/29/2025

  Type:Customer Service 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 had vehicle service on January 27th 2025 with an appointment at 10am. When they finished my free wash I it cane back out with scratches all over the side of my vehicle. They denied workers doing so and they all laughed as walking back down the hall. Man said they would see if they can fix it and it was never resolved and I'm left with a brand new car that's scraped everywhere. I can not upload video because it it bigger than the file. I do a video and the time is below when taken and what day

  

  Business Response

  Date: 02/04/2025

  [BBB transcribed via email]

  Thank you for bringing the concerns of our valued customer, ***** *******, to our attention. I have now had the opportunity to review the complaint with the individuals familiar with this transaction.

  Taylor Kia Findlay, Assistant Store Manager, ******* ********, advises as follows:

  "When the car was pulled up to check out, I was cashing the customer out and when her boyfriend started looking at the car. I went over and he started pointing out the different scratches towards the top of the vehicle. The scratches did not appear new so I went back to the ****** bay to talk to ******, ***** about it. I grabbed the washing tool and brought ***** up with me to talk to the customer. I showed them what we used and explained how this tool could not have scratched their vehicle because it is specifically designed to prevent it. ***** explained the same thing and stated the scratches were not caused by us. Manager ***** also walked out, inspected the vehicle and said the same thing. 

  As a gesture of good will, Ia asked ***** if he thought the rubbing compound might be able to take out some of the scratches. ***** said it might so I asked if he could grab someone to give it a try. I explained to the boyfriend that as a courtesy, we were going to try and get some of them out for them even though we were going to try. Porters, ***** and **** used the rubbing compound but it did not take out all of the scratches." I informed the customer and her boyfriend of this and they left with no further complaints.

  I hope this helps to fully address the customers important concerns.
  

   

• Initial Complaint

  Date:01/16/2025

  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.

  Hi, my name is ******** ***** and my complaint is against Taylor Kia in Toledo Ohio off of **************. I took my *** ******** into shop on Thursday because my check engine light was on to be checked out. I spoke to *** ******, the advisor and the mechanic said it was a spark plugs and wrong filter was put on when I got my oil changed. I picked up my car on Friday the next day and when I in my car, the check engine light was still on. I went to *** before leaving *** and told him that my service engine light on. I had asked him shouldnt it be off if everything is fixed? *** asked if it is blinking or if its solid. I told him it was solid. He said its safe to drive. You can ahead and go. Because of my car I missed a day at work. Saturday I had to go to work in ***********. I drove up there. I was down a country road, and then all of a sudden my gas pedal not go past 45 mph. I kept driving until I saw a gas station. I pulled into the gas station and called my husband *****. He were gonna have to get it towed to Taylor Kia of a **************. my husband called Taylor Kia and told *** we are going to have it towed to them and *** said OK.Since this happened on the weekend Monday morning *** called me to talk about my car. I explained the situation to him and I told him that I should not pay for a diagnostic fee since it was just there. He agreed. I received a phone call later that afternoon stating that the problem was, I believe something with the crankshaft. And the cost to repair it was$3400. I told him that I feel that *** should be responsible for this cause. Im not sure if this problem happened or something they did when they repaired it the first time? I spoke to *** the manager in person and he at first was very nice and then he became upset. I feel that Taylor Kia should be responsible for the repairs for my car. I want them to pay for the repairs and the **** from tiffin to Taylor Kia! It was there mistake. They need to do what is right!

  

  Business Response

  Date: 01/22/2025

  [BBB Transcription via Email]

  Thank you for bringing the concerns of our valued customer, ******** *****, to our attention. I have now has the opportunity to review the complaint with the individuals familiar with this transaction.

  Service Manager, *** *****, advised that the vehicle was in service for a check engine light diagnosis. The codes the vehicle generated suggested looking at both the timing system (which is oil pressure driven) and spark plug condition.

  The customer was advised that the diagnosis needed to start with replacement of the aftermarket oil filter and spark plug replacement because the vehicle was overdue for replacement. The customer authorized those repairs for $935.

  The Service Technician performed those repairs, then closed the stored codes and test drove vehicle. After o concerns or new trouble codes were observed, the vehicle was released to the customer.

  On Saturday, January 11, 2025, the customer reported that vehicle started running rough after driving the vehicle to ******, **. The customer was not advised by anybody at the dealership service department to have vehicle towed back to Taylor Kia from Tiffin on Saturday. *** was the only service personnel working on Saturday and nobody spoke to *** on that day.

  The vehicle was towed in over the weekend and on Monday was diagnosed as still having the same timing codes. The ****************** recommended additional repairs, but the customer declined the recommended repairs. The customer insisted that ********************** should pay for towing back to the dealership and should also pay for the additional $3,400 in additional repairs. 

  Mr. ***** met with the customer at the beginning of the week and again she was adamant on those two things happening. Mr. ***** informed the customer the dealership would not be participating in paying for those additional repairs. Manager ***** would however speak to his boss about the tow bill and the possibility of any good will assistance. 

  The customer was to return to the dealership on the 14th of January to meet with Manger ***** but she called and said she would not be able to come in until January 15th. Manager Kreuz states that the customer did not show up on the 15th to discuss, ad scheduled, and has not been contacted by her since.

  I hope this fully helps to address the customers important concerns.
  

   

  Customer Answer

  Date: 01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because Taylor Kia's responses have a number of factual inaccuracies and are not taking any responsibility for the issues they caused.  The first issue is regarding my observation that the check engine light was never rectified.  Second, is their complaint about whether or not they "authorized the tow".  Finally, is there discussion about their attempts to meet with me.

  First, I do not see that they addressed one of my major complaints/concerns which was the fact that I identified the check engine light as still being on when I went to pick up the vehicle initially and was told by the *** representative that the vehicle was fine and safe to drive.  This was not accurate as evidenced by the issue that occurred when my vehicle broke down on the way to Tiffin.  A general denial is not satisfactory in my eyes.  I want them to take responsibility for this error and had they done the right thing in the beginning we wouldn't be here today.

  Second, I'd like to address the towing of the vehicle to their dealership and the fact that they "did not authorize it". I have phone records showing that my husband placed a call to their number on the same day that the vehicle was towed, indicating that we would be towing the vehicle there.  It is reasonable that a vehicle that was just serviced and was authorized as safe to drive that then breaks down immediately that one would have the vehicle sent back to the place of original repair.  There was no indication that they would refuse or not authorize such a tow, and in fact they did NOT reject the vehicle when it was towed to their location.  Further, I believe this is evidence of them not wanting to take responsibility for their negligence. 

  Finally, regarding the attempts to meet with me, I did not feel comfortable meeting with them in person after the way that I was treated by this organization.  The service manager was verbally hostile and accusatory.  Instead, I sought the advice of an attorney who recommended that I reach out to the better business bureau as a more appropriate first attempt at resolving our dispute.  

  Taylor Kia should reimburse me for lost work, the initial diagnostic fee (which was clearly faulty) and the cost of the tow, totaling ($440 + $200  $521.50) $1,161.50.  I now have my vehicle at another mechanic who has verbally indicated that it is inappropriate and not standard practice to release a vehicle with as many error codes as were present.  

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

• Initial Complaint

  Date:01/06/2025

  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.

  On Friday January 3, 2025 we took my daughters 2018 *** ***** into the service department at Taylor Kia on **************************************. We were asked to approve a $236 diagnostics fee that morning which we reluctantly did, at that time we also asked for the car warranty companies phone number. We called and were told our repairs would be covered. Later in the afternoon we needed some items out of the car and we were told we could come now and collect them. Upon arrival we were told that the car was ready to go. When asked the cost of the warranty deductible we were told and I quote " We weren't able to get the car to act up so we did not make any repairs". We had previously taken the car to two other shops and had the same diagnostic tests run and repair quotes given for repair work. We did this because in the past Taylor Kia has said work was needed that was not in order to get money from us for unnecessary repairs. This was verified by a different auto shop at the time . My husband and I firmly believe that Taylor Kia did not want to make the repairs because they were covered by the warranty and would not be able to take thousands of dollars from us. The work that needs done is essential to having a safe vehicle and because of their negligence and unwillingness to do the work put my family at serious risk should something happen while the car is being driven. It is very VERY disturbing that they would claim lose objects would make noises comparable to the sound of serious repairs needed.

  

  Business Response

  Date: 01/08/2025

  [BBB Transcription via Email] It is noted that the complaint is made on behalf of the daughter by her mother. Presumably, the mother has written consent to act on behalf of her daughter. As no private information will be disclosed in this response please be advised of the following.

  The Service Manager for Taylor Kia Toledo, *** *****, has reviewed the complaint and is familiar with this matter.

  The statement that somehow Taylor Kia is unwilling to diagnose a problem with the vehicle and make the repair is because Taylor Kia would not be paid for warranty work is puzzling and incorrect. A large portion of service work at dealerships is performed on warranty repairs both through manufacturers warranties as well as third party vehicle service contract. The ****************** of a dealership is well compensated for performing authorized warranty work.

  Taylor Kia's ****************** always strives to perform the highest standard of work. This includes diagnosing and discovering any problem raised by the customer whether or not it is covered by warranty work, customer pay, or even if the customer is not in a postion to pay fir the repair. The dealership will always do its best to provide an accurate diagnosis. Again, if Taylor Kia could replicate the customers complaint and find a problem that needs to be repaired it would be reimbursed by the warranty company once such repair work is authorized.

  Manager, *** *****, said the customer was advised to bring the vehicle back without the many loose objects which were making excessive noise which may have masked the noise complained of by the customer. 

  The customer needs to call the dealership and schedule a new appointment and make sure that the vehicle is empty of all items that could cause extraneous noise. Certainly, if the noise the customer complained of can be replicated and a problem that requires repiar discovered Taylor Kia will be more than happy to perform the necessary repair once it is authorized by the consumer's warranty company.

  I hope this helps to fully address the issue.

   

  Customer Answer

  Date: 01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because: the idea of loose objects making a noise  interfering with your diagnosing anything is an absolute joke. There are no loose objects that can replicate the very loud thumping noises that everyone but the service members at *** can hear and diagnose. As stated previously, this is not the first time your service department has been incompetent or purposely misdiagnosed something with this exact same vehicle. I will not be bringing the vehicle back unless I have a guarantee that repairs will be made WITHOUT your outrageous $236 diagnostic fee. The repairs are covered per the warranty company. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/18/2024

  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 purchased a vehicle from Taylor Kia, 2023 ****** Rav 4 and discovered that the vehicle had been repainted in the full passenger and across the back door. Paint does not match the original black ***** ***** paint on driver side. This was not disclosed to me at time of purchase. The dealership has not returned my repeated calls to discuss.

  

  Business Response

  Date: 10/25/2024

  [BBB Transcription via Attachment]

  your request for an additional reply to the consumers response was reviewed by our General Manager, at the dealership location, ***** *****. Manager ***** advises the following facts:

  If this used 2023 ****** had been repainted in an accident this was not known by the individuals involved with this transaction. Please see a copy of the attached Auto Check vehicle history report which does not show a history of any previous accident.

  I hope this helps to address the customer's remaining concerns.

  Very truly yours,

  Taylor ****************
  

• Initial Complaint

  Date:08/06/2024

  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 purchased a used vehicle that was sold as is but I barely had the registration completed and the car blew a head gasket . The shop that diagnosed it said there was wire added in the hose and clamps left loose to release pressure and cover up a blown head gasket. This should have never been sold. They missed it during their inspection and I want reimbursed the amount of repair or a similar vehicle to replace it.

  

  Business Response

  Date: 09/20/2024

  [BBB Transcription via Attachment]

  Thank you very much for bringing the concerns of valued customer ***** ****** to our 
  I have now had the opportunity to receive a response from our General Sales Manager, *** ****** regarding the facts of this situation. I am informed of the following: 
  A used 2015 Jeep Compass was sold to ****** and ***** ****** in January 2024. The vehicle was sold with out any warranty. A review of Taylor Kia of Findlay's records indicate that the vehicle has not been back for service of any kind since the date of purchase. Manager *** ***** is not aware of any complaints or issues with the vehicle. 
  Certainly, if there is any additional information that the customer can provide *** ***** will be happy to review it with the Service Department. 
  I hope this helps to address this situation. As always, should you or the customer have any 
  questions please do not hesitate to let us know. 
  

  
  

  Customer Answer

  Date: 09/20/2024

  
  Complaint: 22098191
  
  I am rejecting this response because:
  I called the salesman and he talked to someone at the dealership and was told there was nothing that could be done. I did not have the money to pay out of pocket so I took it to a family mechanic who does few diagnostic test he confirmed blown head gasket with a pressure test and emission gas test on coolant reservoir. The dealership was aware of the situation.
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/15/2024

  Type:Customer Service 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 visited this location on 5/6 to test drive a car. Upon showing interest, the sales rep (named ****) went to go get pricing. The price sheet was pretty inflated, and when I reacted negatively to it, he involved his Sales Manager. I unfortunately don't recall the Sales Manager's name, but he was extremely rude and condescending. When asking about the pricing, the manager made statements such as "Haven't you heard of supply and demand?" and then when I said that the markup they were asking was extremely unrealistic (even by gouging standards); he said "Well what do YOU do for a job?"; indicating either I was an idiot unfamiliar with business or that he knew better than me etc. At that point I didn't want to make a deal with them regardless because I was so offended by the Sales Manager's comments. I mean to say stuff like that to my face with a nasty tone was kind of shocking. The sales associate (****) eventually came back out and was polite enough and advised that we couldn't reach an agreement, which was fine, but I still can't get over the Sales Manager's comments and attitude. I think this is a poor representation of the Kia brand, and he shouldn't be anywhere near a public-facing service role if he thinks those kind of statements and behaviors are appropriate. I don't think ****'s behaviors were out of line and I think he was mostly beholden to his manager's direction.

  

  Business Response

  Date: 07/09/2024

  Thank you very much for bringing the concerns or *** ******** to our attention. I have now had the chance to hear from the individuals familiar with this transaction review Mr. ********'s complaint and I am advised of the following.

  General Manager ***** ***** has reviewed the concerns of the customer relative to how the  customer felt and was treated by several of the employees at Taylor Kia Toledo.

  Mr. ***** further advises that this was in fact a vehicle that was in high demand and was routinely selling for more than the MSRP. Mr. ***** further advises that since the customer stated that he drove in from Columbus, Ohio that the dealership would even be willing to sell this vehicle at the MSRP. The customer was not interested in the offer and left.

  I hope that this helps to address Mr. ********'s concerns.
  

  Customer Answer

  Date: 07/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: Unfortunately the response from the business is inaccurate. The claim they offered the vehicle has MSRP is false as not one but 2 employees (including the sales manager) literally said the line “Sorry we can’t do this at MSRP” before sending me on my way. The fact I did travel to visit the dealership I believe is explicitly why they tried to take advantage of a customer with a $20,000 mark up. There’s realistic mark ups and there’s comical ones; and that amount is comical and punitive. The fact the sales manager was rude and combative was the inexcusable piece though. The sales associate assisting me was polite enough, but the sales manager, if that represents their view of the customer and how to treat them, shows a lack of respect that is astonishing. The fact they chose to lie in their response to the BBB demonstrates a continued lack of respect (or their sales manager lied to whoever replied on the business’s behalf). 
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:05/10/2024

  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.

  My 2020 Kia Telluride began flashing every single dash light at the same time and power steering went out along with the speedometer. I initially took it to Yark on 5/7/2024 because that’s where the Kia and warranty was purchased. They did a diagnostic test and a bunch of codes came back and they referred me to the Kia dealership. So later that day 5/7/2024 I took it to Kia. They said they would look at it the following day. The service guy Bob rudely declined to look or acknowledge what Yark had found but stated that they have seen this problem before. I was made aware that the diagnostic test would cost $235 and that it could potentially be covered by my warranty company. Well the warranty had actually expired. The following day 5/8/2024 the technician took a look at my car and shortly after I received a call from Bob asking for two more additional hours at $235 an hour to figure out the issue, totally over $700. This cost would not go towards the repair of the car. They were extremely rude and nasty from the very beginning. I declined for them to proceed and said I would be there around 5pm to pick up my vehicle and take it somewhere else. A few hours later, Bob calls me to tell me they lost the key to my vehicle!!! On my Kia app, I can see where they practically had to break into my car. They did offer to replace my key but was extremely nonchalant on how they were going to proceed because I was out of a vehicle for the night with 4kids& they didnt have a key in stock & would have to overnight one. Finally they agreed to get me a loaner, which they refused to do the very first day and I had to pay for a rental car. Not only did they lose my key & replaced it with a USED key, they still charged me the diagnostic fee of $235 without giving me a diagnosis. I asked another worker if he could give me a list of what was done in the one hour of the diagnostic test and he proceeded to defensively argue with me about taking it somewhere else. Unprofessional & reckless.

  

  Business Response

  Date: 06/03/2024

  Thank you very much for bringing the concerns of our valued customer to the attention of Taylor Kia Toledo. I have now had the have Ms. *********'s concern reviewed by individuals familiar with this matter including the Service Manager, *** *****. 
  I am advised of the following information. Ms. ********* purchased a used 2020 Kia from Yark Automotive. The vehicle apparently developed an issue all the warning lights on the dash board flashing, power steering not working, as well as, the speed odometer. Apparently, Yark Automotive was not able to assist her and referred her to Taylor Kia of Toledo. 
  Ms. ********* was provided a quote for a diagnostic evaluation of $235.00 which she authorized. When during the extensive diagnostic testing a problem could not be identified so as to determine a potential solution Ms. ********* was informed there would be an additional diagnostic fee as more time would need to be spent. Ms. ********* declined to authorize to have this additional diagnostic work performed. 
  Manager ***** advises that as soon as the dealership realized that the customers key could not be located, she was provided with a complementary service loaner to use. Unfortunately, the authorized repair for the diagnostic evaluation could not be covered warranty as the manufactures warranty had expired, as well as, the third-party warranty that she had purchased thru Yark Automotive. 
  Service Manager, ****** *****, advises that this is the first he has learned that MS. ********* felt that some of his employees may have not been professional and potentially rude with her. Manager *** ***** will speak with the individuals involved to see if this matter could have been handled in a better fashion. 
  I hope that the above helps to fully address the concerns raised by Ms. *********. 
  

  
  

• Initial Complaint

  Date:03/06/2024

  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.

  We bought a car 2015 Chevy Cruise in April 2023. Car has been in shop since day 2 of owning the vehicle. The cars engine has been replaced twice by dealership and we still don't have our car. This car is a lemon. **** ********** salesman has not returned phone calls. Can't get an answer from service. No one returns phone calls. We were there 3/5/2024 for four hours and still no resolution. We both are in palliative care and need reliable transportation just for prescription pick ups and doctors visits. This has been going on since the day we bought it. The car has been in service more than 5 months and we have only had the car since April 2023. Our car is in Toledo being repaired and all the paperwork is in the car.

  

  Business Response

  Date: 04/02/2024

  [BBB Transcription via Attachment]

   

  Dear Ms. ********: 
  Thank you for bringing the concerns of our customer ***** *********, to our attention. I have now had the opportunity to have had the opportunity to hear back from the Sales Person with this transaction **** ********, and I am advised of the following information. 
  In April of 2023 the customer purchased a used 2015 Chevrolet Cruz. **** ******** is a very experienced Sales Person and has a long list of loyal customers. **** advises that he did in fact return any phone messages that he received from the customer. 
  In an attempt to resolve the concerns received by ***** and his partner ****, a meeting was set up with General Manager *** ***** on March 5th, 2024. The customer looked ta trading in his Chevrolet Cruz for a different vehicle. They decided not to trade in the vehicle when they realized that this would cause their monthly payment to go up, as a result of purchasing a more expensive vehicle. The Chevrolet Cruz is being repaired at the Toledo Service department. Every time that the customers vehicle has been in for service, he has been provided with a complimentary service loaner vehicle. 
  I hope the above helps to address the customer's concerns made by Mr. ***** *********. If you should require any additional information, please do not hesitate to contact me. 
  Very truly yours, 
  TAYLOR AUTOMOTIVE GROUP 
  

  
  

  Customer Answer

  Date: 04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The car still is in service over 6 months and Taylor turned us down for another car due to credit issues.  We did NOT have the opportunity to get another car because of this.  This car is a lemon.  They would not give us another car to replace this lemon.  Yes, they have provided us a loaner car but have stuck us with the lemon car that they have put two new engines in the car.  **** the salesman was rude and we had an appointment with him and he serviced other customers before us.  We waited over 4 hours.  We do not want to trade in for another car.  We want a full refund for the lemon car.  We are both disabled and the car has been in their shop 2 days after we bought the car.  I am tired of arguing with **** and the sales manager.  They sold us a lemon car and I won't trade it in because to them so they can make another commission on a second sale.  We are not paying for 2 commissions for a car that still hasn't been fixed.  We want a full refund including the maintenance agreement.  
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/02/2024

  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.

  I purchased a vehicle in October for over $30,000 upon getting home with the vehicle. I noticed there was a scratch in the tailgate. I noted that in my report on the survey that was sent to me. I then went on a two week vacation in which the car was sitting in the garage, and upon returning from vacation, I went to have windows tinted. The company that was tinting the windows put the passenger window tint on only to find out that the window was scratched on the exterior. It turns out it’s scratched on the exterior on the driver and passenger side contacted the dealership salesman said he’s never seen that before the tent company removed the window tint for me, circled the scratches and soap, and I drove to dealership , one of the managers at the dealership told me they will take care of the scratch but they will not do anything about the windows. I don’t think that paying over $30,000 for a car that you should have scratches in your windows when I contacted Kia customer service the representative stated why did they not offer to replace the windows it’s a new car which didn’t even have 500 miles on it , they contacted dealership dealerships and will repair the scratch but we will not do anything for the windows. The car had not been to any car washes or anything nor has anything done to it to where the window should’ve been scratched. The scratches are not noticeable that’s why I didn’t see them when I brought the car home , I would like my windows replaced without having it be an expense to me I don’t feel that paying over $30,000 for a car. You should have scratches in your windows.

  

  Business Response

  Date: 02/09/2024

  [BBB Transcription via Attachment]

  Dear Ms. ********: 
  Taylor Automotive strives to meet and if possible, exceed the expectations of our loyal customers. I am pleased that the tailgate scratch issue was satisfactorily resolved. 
  Relative to the alleged scratches on the windows I am advised by General Manager, ***** *****, at our Taylor Kia of Toledo store of the following: 
  Although, the dealership has no indication that it has any responsibility for the scratches to the windows, as a gesture of good will, the dealership is willing to replace the scratched glass. On the front two windows. Manager ***** advises that in January he reached out to the customer on at least two occasions to see how the dealership could assist him but has not yet received a return call. 
  I would ask that if you have had more success in reaching Mr. ****** that you could ask that he reach out directly to General Manager ***** ***** at (************ ext. **** so that this matter can be resolved to everyone's satisfaction. 
  

  
  

• Initial Complaint

  Date:11/21/2023

  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.

  To Whom It May Concern, I am writing to file a formal complaint against Taylor Kia regarding the purchase of a Kia Soul on October 17th, 2023. My wife and I visited the dealership and were shown two versions of the Soul, one priced at $21,990 and the other at $24,990. Throughout the entire transaction, we were under the impression that we were purchasing the $24,990 version, and this is reflected in the title that was provided to us. However, upon returning home and inspecting the vehicle, we discovered that the sticker displayed on the outside of the car indicated it was the $21,990 version. Perplexed by this discrepancy, I immediately returned to the dealership seeking clarification. Upon discussing this matter with the dealership representative, *****, I was informed that I had purchased the $21,990 version and that it was sold to me at a $3,000 markup over the Manufacturer's Suggested Retail Price (MSRP). This contradicts the understanding my wife and I had during the entire negotiation process. I believe there has been a misrepresentation of the vehicle's pricing and a misunderstanding during the sale, leading to an erroneous transaction. Despite presenting evidence of the agreed-upon price and the discrepancy in the vehicle's labeling, the dealership refuses to acknowledge the mistake or offer any resolution. I kindly request your assistance in investigating this matter and facilitating a fair resolution. I seek a correction to this error, either by providing the vehicle agreed upon at the price stated during the transaction or by reimbursing the overcharge. Thank you for your attention to this matter. I trust that the BBB will assist in addressing this issue promptly and fairly. I would either like the correct version or for the dealership the void the transaction and return the car I traded-in. Sincerely, ************ ****

  

  Business Response

  Date: 01/03/2024

  [BBB Transcription via Attachment]

  We are in receipt of complaint of concerns forwarded to our attention customer Mr. ************ ****. 
  I have now had the opportunity to receive a response from individuals familiar with this transaction and I am advised by Manager ***** ****** of the following: 
  The vehicle which the customer purchased was the only vehicle that he test drove that date. This was because this was the only model of this type available on the lot at that time. I am further informed that the customer was advised and knew at the time of purchase that this vehicle was selling for over the MSRP because of its current market value and inventory shortage. In addition, the window addendum sticker and website provided that the vehicle could be sold for over the suggested manufactures retail price. 
  I hope that this information helps to fully address the concerns raised by Mr. ****. 
  

  
  

  Customer Answer

  Date: 01/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The heart of the matter is that, despite my explicit choice and agreement to purchase a Kia Soul with more features during the initial transaction, I discovered upon leaving the dealership that I had been given a model with fewer features.
  During our discussion, I distinctly remember two Kia Souls on the lot—one with additional features and another with fewer features. We went over the pricing difference with the salesman, and everything seemed clear. However, upon taking possession of the vehicle, I realized it didn't match the features we initially agreed upon.
  I want to stress that, at the time of purchase, there were undeniably two models available. My intention was to buy the higher-costing model. Yet, when I got home, I noticed the MSRP sticker in the back seat indicated the lower-end model, causing a significant discrepancy between our agreement and the delivered vehicle.
  I kindly request a quick and thorough investigation, using the dealership's records and inventory stock list to confirm the availability of both models on the purchase day. This situation has left me quite inconvenienced and dissatisfied. I appreciate your attention to this matter and look forward to resolving it amicably.
  
  Sincerely,
  
  ************ ****