ComplaintsforFerguson Superstore

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, September 8, 2021, my 2016 Kia Optima was towed to the Ferguson Superstore due to the engine failing on me while driving. I was able to pull over safely without any accidents. When I purchased my car in 2017, I bought an extended warranty package- luckily, this is covering all of the car repairs. However, I have now gone almost 5 months without a vehicle. On top of not having my own car, I was not given a loaner car from the dealership. When I asked if I could receive a loaner car, I was told that they didn't have one available, with the following comment-- "I can't even get my own mother a loaner car..." When I call and asked to be transferred to the manager or a shop employee- no one picks up. I only receive text messages from someone about my car. I have called Kia corporate- but it has also resulted in a dead end. The last text message I have received from Ferguson Kia was on 1/5/2022 saying that the final part that they have been missing still does NOT show an ETA. They reached out to Kia for further answers, but they have failed to respond.

  

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/18) */ I just spoke with Ms. ***** and apologize for taking so long. The correct engine is here and her vehicle will be ready this afternoon. I researched what had happened and the previous engines sent to us were built with the wrong part number block so they had to be return. This happened a few times before KIA realize out what had happened. We also should have communicated better with both Ms. ***** and the manufacture. Our sincere apologizes.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2004 Subaru Outback H6 sedan to be serviced for a recall on the SRS airbags on April 14th 2021 and the mechanic left the hood open, and the hood came flying into my windshield, and caused damage to the hood, shattered my windshield and broke my sunroof. They took 3 months to fix the car, and returned it to me. The paint doesn't match, the sunroof goes up but not down, and all the inside plastic interior started falling off because they broke or left the clips off. I brought it back to service to have them fix the sunroof because it was stuck open. Service closed the sunroof and told me it was the motor to the sunroof and they don't have that part anymore so they were going to have to find the part. Two months went by and I never was contacted. I contacted them because all the plastic paneling between the front windshield and the door on the driver side started falling apart and I had accidentally opened my sunroof again and couldn't close it. Service still didn't have the part to fix my sunroof, and they would have to keep my vehicle for my sunroof to be serviced. I told them I just would like my sunroof to be closed again so it doesn't get water damage. This was on Dec 7th 2021 and they currently still have my vehicle they said it's waiting to be diagnosed. I went by there yesterday and they had it sitting in there lot and still have not touched it, the sunroof is still open. I use this car to work in making deliveries, cause I don't like putting the mileage on my new car and don't get good gas mileage which has been very costly. I also live two hours away from this dealership. It has been almost a year since I originally took it in for a recall to be done. I am really unsatisfied with service, I feel like they just put it all on the back burner when they should being trying to make it right it was there fault my hood got left opened.

  

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/18) */ I apologize for the issues and delays Ms ******* is having with her vehicle and us here at Ferguson. On April 4, 2021 when the vehicle was brought in for a recall, we also preformed a multi point inspection that noted Latch/Striker for the hood needed to be replaced along with 14 other items. After the damaged occurred and we had made the repairs that were noted. Several months later in September Ms. ******* brought the vehicle in and the Sunroof wouldn't close. We're not sure if its related to the hood coming up until we start removing old parts We will take care of the cost of this repair because of all of the inconveniences. These parts were not available to order new however we were able to find used parts and Ms ******* was notified that they will be here in the next day or so. We do apologize for the inconvenience we have caused. Consumer Response /* (3000, 7, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, the vehicle is still at the dealership being fixed, but I do appreciate that they have finally got the ball rolling and taken it off the back burner and got the parts to fix the sunroof, it has taken several months. I rely on this vehicle for transportation at work, and I just want it back fixed in a timely manner. Business Response /* (4000, 9, 2022/02/01) */ ******** our service manager spoke with Ms. ******* Friday afternoon and they agreed she would pick up the vehicle Saturday. As of this morning when I received this email, the vehicle was still here. I spoke with *** and he confirmed it was still here. He also explained that Ms. ******* was going to take the vehicle not working properly. He explained that it needs a switch and may not have been working properly when Ms ******* dropped it off for the recall because the sunshade was not the original and a different color. After further investigating and because of everything that has happened we ordered the switch and it will be here Thursday. *** communicated that to Ms *******. I know it's not ideal but with no other Sunroof issues it should be ready Thursday. This is something that normally would have been checked in the beginning but with the sunroof being damaged by the hood we assume that was the problem. I apologize for all of the inconveniences. Consumer Response /* (4200, 11, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) It comes down to this, the vehicle was serviced for a safety recall on the airbags not deploying. The complaint was filed due to the inadequate and unsatisfactory service I received after the vehicles hood smashed into my windshield while driving because it was not properly closed by their service tech. This is utterly outrageous and completely unacceptable. I am very disappointed from what happened, this is not the type of service I would have expected from a reputed company like yours. For the service manager to respond to this as an "investigation because of everything that has happened" and was able to take note that "the sunshade was not original and a different color and may not have been working properly" when I originally had it serviced for a recall back in April of last year. My question to the service advisor is, then why did you tell me for a month and half that it was the motor, but the sunroof opened just fine; common sense tells you it wasn't the motor because it then it wouldn't have opened either? Then I really start to question if their techs are even certified, I was also told that the whole sunroof assembly was being shipped; then why am I still waiting on the switch for the sunroof wouldn't that be part of the whole assembly? The time it has taken to diagnose a sunroof that won't close and the hassle it has been to get repaired, by certified techs is ridiculous. Enclosed with this letter are copies of all the recent text messages in reference to everything said. I did tell the service advisor I was coming to get my vehicle before they repaired the switch, because I'm done getting lied too, I finally have realized that they're not about costumer service when it's not in their favor.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 12th I spoke with the finance department **** and ***** and a *****. I requested to cancel my warranty. I was told by **** she would send me the paperwork to sign via email. It would then be processed by the warranty department and If there is a refund owed, they would let me know. I asked how is it that a refund could be owed. She put me on hold to look at my file then came back and said, the warranty is figured in at the time of purchase. You came back and paid via kiosk a day later to pay so you are due a refund. I received a copy of the paperwork showing the full amount was 3000 dollars and I was due 1300 for the refund. I signed and sent it back. A week went by and I realized that the debit card used was no longer available. I have a new one with that same bank. And I wanted to discuss how the payment was going to be distributed. **** called me on the 15th explaining she had been off work all week sick and apologized but said can you resend the signed paperwork cause the one sent had no signature. And as soon as she received it. I would receive payment. 2 additional days went passed. I spoke with ***** in warranty dept. She says there was a discrepancy with the amount owed but she just got the paperwork that day and was working on it. I asked about the discrepancy to which she replied, she's not at liberty to discuss it. I advised that its my warranty and she should be able. She referred me to the director of finance. I left a vm cause he was unavailable. The next day, ***** calls to say she had great news and my check was available at the front desk which included the payment they took out on the 16th after it should've been cancelled. When I arrived, I picked it up and saw it was only for the 175.25 payment. I called and Asked why its 1300 short. ***** said she was only aware of THAT amount. **** was on speaker and says the refund goes back to the company. I advised her that she explained how it worked on the 12th & already concluded a refund.

  

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/12/01) */ I just spoke with Ms. ******* and certainly apologized for all of the confusion as we did a terrible job communicating and cancelling her warranty. Ms. ******* is picking up her refund today. Thank you for your help! Stewart Brown Consumer Response /* (2000, 7, 2021/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted Mr.Brown's offer due to the financial dilemma I was in. I felt as though the BBB definitely assisted and if not, I would've NEVER heard from anyone pertaining to this matter. Although Mr. Brown said he wanted to be fair, he deducted some instead of honouring what should've been honored which was the full amount of 1321 instead of 1150. But either way, I accepted it and chose to move forward. Thank you BBB you guys are awesome in making businesses accountable! Wish this could work for the TPD and court systems as well�.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a vehicle on 8-11-21. On 10-1-2021 we noticed a problem with the car. I had it towed to a certified Hyundai dealership in Muskogee. After 2 weeks of trying to work with the warranty company I contacted Kia on 10-19-21 to let them know what was going on. The engine has to be replaced. Kia Ferguson is not returning phone calls and trying to have me have it towed to them. It is currently sitting at a certified mechanics with the engine tore down waiting to be fixed. I asked them to reach out to the warranty company and it seems they won't until they looked at it. I've been told there is a chance the dealership may have to buy it back and asked about that with no answer. I've also been told had they done a simple pressure test during their inspection of the car they would have known there was an issue with the engine.

  

  Business response

  11/22/2021

  Business Response /* (1000, 12, 2021/11/19) */ I am so sorry for the delay, but the complaint went to my email spam folder. We just called the Hyundai Dealer and they replaced the engine and was paid by the warranty company. I also called Ms ********* and left a message, just to make sure all was good with car. Again I apologize for the delayed response. Thank you, ******* Consumer Response /* (2000, 14, 2021/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩