Complaints

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:12/28/2024

  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 sold them my dads car after he died, They showed me paperwork saying it was only worth 8 to 9k. and offered me 6k. a week later it was listed on there lot for $14,999. I have for years been trying to find out why they lied to me and ripped me off. they always say someone from management will call me back and no one ever dose, I get put on hold and no one ever picks ***** should be illegal to steal cars in this manor from people. Today i was on hold for 6 hours waiting for anyone to pick back up, This should be considered theft! to show paperwork saying the car is worth way less then it was to steal it from me and sell it for over double what they paid me is an evil business practice. I cant even write a review on ******** every time there adverts show in my news feed because they have blocked me from tellling people what they did from me. I want them to unblock me. and to make this situation right! They knew my dad had just died leaving me the car and took advantage of me using fake paperwork to do so.

  Business Response

  Date: 01/06/2025

  I called and left a message for ****** ****.  Mr. ****** complaint lacks sufficient detail for us to research Mr. ****** concerns.  We need to know the date of the transaction, the type of vehicle, and the last 6 of the vehicle identification number.  Mr. **** can call me at ************ 8-5 PST, or e-mail the requested information to *********************************************************************.

  Thank you-**** Kiefer, Dealer Principal

  Kiefer Kia

• Initial Complaint

  Date:12/12/2024

  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 bought my **** Explorer from Kiefer Kia in 2020.11/5/24 I called Kiefer to tell them my transmission needed to be looked at. They said since it's a **** they don't want to look at it & to take it to ****. 11/11 ****** **** diagnosed my car as needing a new transmission. The warranty I purchased from Kiefer when I bought the car states that since I live within 50 miles of their dealership, they either have to do the work (but they told me to take it to **** instead) or release themselves from the warranty. It took until 11/21 for Kiefer to return a call or email to the warranty company stating they would not release ************** had to take it there. Multiple attempts to reach the service manager were made by the warranty company, ****** and myself between 11/11 and 11/20.11/25 I took my car to Kiefer for them to diagnose. I had to call them repeatedly late in the day asking when they would come pick me back up from home to get my car. I was told they would not release it to me as it was unsafe to drive. ****** had said it was ok to drive until the work could be done. 12/4 I was told by ****** at Kiefer that the new transmission was in & my car should be done late Monday 12/9.12/10 I was finally able to get back in touch with ****** (no one else will talk about my vehicle) and she said one more day. 12/12 I just was able to speak with someone else in their service department as ****** is out and the work hasn't even been started on my vehicle. He did confirm the parts are there. I am a single parent and need my car! Dealing with them has been nothing but unreturned phone calls & flat out lies!

  Business Response

  Date: 12/13/2024

  To whom it may concern,
  
  Shawna's vehicle is currently in our shop and will be completed by the end of the day. I called her personally and gave her my personal cell number if any issues arise. 
  
  Professionally,
  
  Jacob Kiefer

  Operations Director

• Initial Complaint

  Date:11/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  -12/29/23 I purchased a car from Kiefer Kia. . We were helped by a "Newer" *************** ***** ********. I Made it extremely Clear that I am in no way interested in any warranty on the vehicle. I even made a joke about not wanting to get the " cars Extended Warranty is almost up" phone calls. She even showed the the slip that said "No dealer Warranty" to show there wasnt one. Now, months down the road, i have paid just shy of $10,000, and, we still owe the same amount for the vehicle. In examining the paperwork we received after the sale I found 2 documents I did not sign. 1 for a $3,500 Warranty. I reached out to them and spoke with a New guy named ****, who said the sales team is all new due to they had to fire a lot of people and that he has heard similar things, and he was happy to try and help us. when we called back, i got someone else, *******. Who told me that nobody would add something i didnt want. I forwarded documents with my signature that I DID sign, along side with documents that I Did not. It was for a warranty. Every one of my signatures look alike except the ones on these warranty documents. I emailed them to the Finance manager, who then had the service manager call me. I showed them that it Does not resemble ANY of my signatures, but it Does have the identical characteristics of The Signature of the "Dealer/Creditor" Its Blatantly obvious. The sales manager told me that they will cancel the Warranty and send the remainder to the lender. Would not give me contact info for someone not tied to this situation. The person i was talking with about this, happens to be the person who Signed the "Dealer/Creditor" Line. ******* is his name. They told me i will have to basically eat the cost, there was nothing they were going to be able to do. Only when I said I was calling the ********* and News, Did ***** Kiefer Reach out to me. I know That i DID NOT sign this and DID NOT know that it was added. You can clearly see the Signings match the dealers!!!

  Business Response

  Date: 11/27/2024

  To whom it may concern,
  
  ****** and I were able to have a discussion about how the signing process works at Kiefer Kia and e-signatures. *** and ***** ended up purchasing a 2023 Rogue yesterday. After a few days of working with lenders, we were able to get them a much better interest rate and a much lower payment. I appreciate the ***** family's willingness to let us help them into a better loan. 
  
  Professionally,
  
  Jacob Kiefer 

  Operations Director

  Customer Answer

  Date: 11/27/2024

   
  Better Business Bureau:
  The people at **************** went above and beyond to make sure my wife and I felt like the wrong was corrected. They stand by the fact that it was a misunderstanding rather than nefarious.  But the lengths that they went to make sure we left satisfied is commendable.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/18/2024

  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 bought a 2018 Chevrolet suburban from Kiefer kia on 8/6/24. After driving the car for a couple weeks I became concerned with a noise and took it to a shop here in ******** where they informed me the transmission was making the weird noise. *** told me when purchasing the car they just replaced the transmission. I asked about a warranty but they refused to provide any information. Called *** back on 8/26/24 telling them my concerns after talking with transmission solutions on the phone and tonys garage. Finally got an answer of were they bought the transmission after they lied to me telling me they didnt know or know who put it in. Called G &R auto wreckers where they bought it and asked if there is a warranty which there was. The guy from G&R told me that transmission solutions could help see what is wrong that is where they warranty out to. *** asked me to bring the car to them so they could check it out on there end and would take it to transmission solutions after that. Called several times to check on car and no one could give me info. On September 10th Called and asked to talk to management and told them my frustration about no call and my car still sitting there not being brought to transmission solutions. They provide me a rental car when I got in the car gas light was on so asked them to fill it. The manager lady came out of her office and slammed the gas card down. Also was assured me it would be dropped off 8/11/24. Called transmission solutions 8/18/24 they still haven't received car. To top it off I had to get my auto payment set up from my car payment when I went to the bank *** provided the bank with the wrong email and phone number so the bank had to contact the fraud department to help me. I was at the bank for an hour trying to get it straighten out. All I want is my car to be getting fixed not sitting at *** and nothing being done.

  Business Response

  Date: 09/20/2024

  Dear Mikayla,
  
  Thank you for bringing your concerns to our attention, and I sincerely apologize for the frustration and inconvenience you have experienced. We take your complaint serious, and I assure you that we are committed to resolving the issues with your suburban promptly.  We understand the importance of getting your vehicle back to you as soon as possible. Once we have the necessary approvals, we will proceed with the repairs without any further delay. I acknowledge that our communication with you has fallen short of expectations, and we apologize for not keeping you informed more regularly. Moving forward, I will ensure that you receive timely updates on the status of your vehicle. Our goal is to provide you with clear and consistent information throughout the remainder of this process. I gave you my personal cell number to reach out to if you ever have a question. I regret the negative experience you had regarding the rental car and the interaction with our staff. This is not the standard of service we aim to provide. I will address the situation internally and ensure that future interactions are handled with the professionalism and courtesy you deserve.
  
  Your vehicle was in our shop yesterday and we are doing everything we can to expedite the repair process and return your vehicle to you in excellent working condition. Should you have any further questions or concerns, please feel free to reach out to me directly. Thank you for your patience as we work through this matter.
  
  Thank you, 
  
  Jacob Kiefer | Operations

• Initial Complaint

  Date:08/05/2024

  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.

  On 04/26/2024 I purchased a Mazda CX-9 from Kiefer Mazda in ******. After a few weeks of driving, the breaks began to shudder when applied, and a "squeaking" sound was coming from the front end. We decided to wait to address the issues until our first service appointment in August. Upon delivering the vehicle, we were told that the front break calipers were warped and the front strut was leaking, resulting in both front rotors needing replaced and the front strut to be replaced. I pointed out that this was occurring immediately after we purchased and that I did not believe i should have to pay for the repairs, as we did not cause them, and was transferred to a very rude sales manager who asked me why I didn't bring the vehicle in sooner, and saying that there was nothing they could do. When I requested the full service history of the vehicle and inspections, I was told that they "could not print these things in the office", and that I would need to come back. I was also told that "they have a reputation to uphold" and yet was only offered a discounted rate on the strut replacement, which is covered under my warranty less the deposit, and the discount would not benefit me or change the amount I would need to pay for these repairs. I do not understand why I was blocked from receiving what I requested. After my insistence I was sent a photo of a computer screen of a very basic checklist and nothing more. I left with a significant feeling that something was being brushed under the rug. Kiefer had this vehicle for a short amount of time prior to my purchase, and I do not believe that they did a thorough inspection, and it is possible that they sold this vehicle to me with known issues.

  Business Response

  Date: 08/08/2024

  To whom it may concern,
  
  On 4/16 we inspected the 2015 Mazda CX-9. Our technician completed a thorough 45-point inspection and even went the extra mile by putting 15 miles on it ensuring that it would be a safe vehicle. During the inspection we changed the oil, Topped off fluids, Replaced the rear struts,Detailed the vehicle, and even rotated and balanced the tires. Ceara brought the vehicle back in for its first service on 08/05 with over 6000 miles since the time of purchase at ****** miles. ** this time, we did find that her right front strut was squeaking and that it would be covered under warranty. As for her rotors, those are not covered under warranty and as stated were not pulsating at the time of sale. 
  
  We met with ****************** and reviewed the situation with her. We very much appreciate ******************** business. As a goodwill gesture we are willing to replace her front rotors at a discounted price. Factory rotors' price with no discounts would be $431.32 installed. Discounted price would be $366.32 installed. After-market rotors installed would be $406.00 installed. Discounted price would be $341.00 installed. We also offered ****************** to machine the rotors free of charge.
  
  Thank you,
  ***** Kiefer  | Operations

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22097903
  
  I am rejecting this response because the business has failed to provide any documentation specifically showing or proving that the rotors and front struts were inspected during the short time that the vehicle was in their possession prior to the sale. 

  My original resolution offer stands. 

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

  Business Response

  Date: 08/15/2024

  We have provided the repair order that shows a used car inspection was completed. ****************** admits the strut was not squeaking and the rotors were not pulsating when she purchased her vehicle. Struts and brakes are wear items on a vehicle and are items that the owner is responsible for. We are happy to assist as previously offered.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22097903
  
  I am rejecting this response because as stated previously, no documentation has been provided that verify the state of the rotors prior to the sale. The discounted rate being offered is more than what I can accomplish elsewhere, especially given the state of the rotors at the time of sale not being at the fault of me, the purchaser. I firmly hold that this is not a repair I should be responsible for paying for. 

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

• Initial Complaint

  Date:07/04/2024

  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 originally brought my vehicle in on 4/15 due to my voice recognition button on my steering wheel not working and my windshield wiper fluid being clogged again. I never received a call so I called on 5/3. I was told that the parts where just sitting on the shelf and they apologized for not calling me. The appointment got scheduled for 5/20. When I picked up my car on 5/20 the button was not fixed and my steering wheel was installed wrong. I is now 7/4 and I have emailed the ** 6 times to get an update on the repair, the ** has never responded. There is more information but since I am limited on characters I just summarized.

  Business Response

  Date: 07/15/2024

  A sincere apology to ************************* for the poor communication and challenges she has faced with Kiefer Kia. Kiefer Kia also apologizes for failing to resolve her vehicle issues.  Kiefer Kia is 100% committed to resolving them. ******* did bring her vehicle in today and we have resolved her vehicle issues. If there are additional problems, Kiefer Kia would be happy to make them a priority and schedule her in as soon as possible to resolve her vehicle issues. The *** ***********************, is at the dealership Tuesday through Saturday. If ******* would like to meet with the **************** Manager, *******************, he would be happy to schedule a date and time to meet.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21943492
  
  I am rejecting this response because: I am completely dumbfounded by ***'s response. I did take my car in on 7/15 for the service department to repair the damage they caused. They replaced the damaged steering wheel but did not replace the damaged airbag cover. I have attached photos. I originally took my car into the service department on 4/15/24 to have my call button on my steering wheel repaired. This repair still has not been completed so for them to say the repair is complete is hilarious! I am still requesting my call button be repaired and the damaged airbag cover be replaced asap. I have emailed ***** the ** too many times to count with out getting a reply and *** the regional service manager is the one that drove my car with the steering wheel installed wrong and didn't even notice. I do not have any confidence in either of them at this point. 

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

  Business Response

  Date: 07/25/2024

  ************************* is in communication with upper management and has scheduled a phone call for today around 5PM. During this phone call, upper management hopes to hear about ********* concerns and resolve them. Thank you.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21943492
  
  I am rejecting this response because:The original issue has still not been fixed and neither has one of the parts that the service department damaged. I have called the service department multiple times and left messages. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/05/2024

  To whom it may concern,
  
  Kiefer Kia has fixed the cosmetic damages on ********* steering wheel. Kiefer Kia has also ordered ******* a new head unit to fix the issue she is having with the voice control. The head unit is expected to be here in 7-10 business days, when that unit arrives, we will schedule a time for ******* to come in to get that replaced.
  
  Thank you, 
  
  Jacob Kiefer  | Operations

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Transaction date 06/06/2024. My complaint against this company is multifaceted. The primary issue I would like to bring to your attention is that I have good reason to believe management at this company deliberately hires incompetent employees that will not be able to catch them in the act of defrauding their customers. After receiving the worst customer service of my life from the employees here, when the car was finally able to be picked up, the person behind the counter admitted to being unable to read our invoice. He brought us to their "specialist" to have our bill calculated, but even she apparently does not know how to read the invoices, because her tabulation resulted in us being overcharged $391.22 on a bill that should have been $667.40, making the fraudulent total that I paid them $1059.22. The manager-on-duty this morning (06/07/2024) has admitted that these are illegitimate charges, but, due to the unacceptable nature of our entire interaction with this company, I informed them that the amount I would be paying them for the services they rendered was $0. This is also largely due to the second issue I am bringing to your attention, which is that, during the course of my car's repairs, my rear license plate went missing, rendering my car illegal to be driven on the street. The car we brought in had some issues, but it was able to be driven, meaning that this garage took 2+ weeks and charged me over $1000 to turn a drivable car into an undrivable one. I am in the middle of attempting to settle the financial matters with them directly, but should they offer me anything less that a full refund, I will be requesting your assistance in obtaining one.

  Business Response

  Date: 06/14/2024

  Thank you for bringing the complaint filed by ******************* to our attention. We take all consumer concerns seriously and are committed to addressing them promptly and effectively.
  Upon reviewing the details of the complaint, we understand that ************** was mistakenly charged $391.22 in error. We sincerely apologize for any inconvenience or frustration this may have caused.
  In response to the complaint, we have already taken steps to rectify the situation by offering a full refund of the erroneously charged amount. We regret to learn that the proposed solution was not acceptable to **************.
  We want to assure ************** that providing a satisfactory resolution is our priority. At this time, the refund of $391.22 is the solution we are willing to offer to resolve this matter.
  We kindly request that ************** contact us directly if they have any further concerns or if they would like to discuss alternative solutions. Our team is committed to ensuring ****************** satisfaction and is available to assist them further

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21818274
  
  I am rejecting this response because:

  I am rejecting this response on the grounds that it is a lie. I spoke with a man named *********************** about this briefly, but I will elaborate more here, as it seems the manager of the garage and his boss have misrepresented their own actions. If I had been offered a refund in the amount of $391.22 on Friday 6/7, I would have begrudgingly accepted it and put the matter behind me, but that is not at all what happened. What I was offered was a $190 refund for the service performed on the belt that my partner possesses a voicemail recording from *** (who I believe is the service manager) saying that we will not be charged for, as it stems from a prior issue this garage failed to catch. I was not, however, offered a refund for the $201.22 charge for the wiper fluid reservoir service that I was charged for that says on the bill that it was not performed (see previously attached document.) I was told by the service manager that his "boss" had decided to make that charge right, they would simply perform the work. Work that was specifically requested not be performed, that we were told was not necessary, and that was correctly NOT performed. On the day that the car needed to be drivable. While we also had to obtain new license plates after one of ours went missing on your property. THAT was the offer I rejected in person, because I have never been so insulted in my life as to have a business operator try to tell me what he would be willing to give me back instead of the money his employee had taken from me in error. My initial request for a full refund stands, because I still absolutely believe it is what I am deserving of in this situation, but because I am a reasonable person, I have come up with an alternative figure that I think is appropriate, calculated as follows:

  $190 for the belt service we have proof should have been complimentary

  $38 for new license plates and tags

  $92.20 for my partner's lost wages ($23.05/hr x 4 hrs) for leaving work early to purchase new license plates same-day

  $201.22 (for the wiper fluid reservoir) x ****** (the exact percentage of my money your manager felt entitled to, calculated by $201.22/$667.40, the valid amount of my bill) = $261.89

  The sum total of which is $582.09. This leaves $477.13 as the amount we will have paid for services rendered, which should cover most, if not all, of the parts and labor for our car. What it will not allow you to do is profit off of our interaction, which I think would be grossly inappropriate given the circumstances.

  I await your reply.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/02/2024

  We apologize again for any inconvenience ******************* experienced with Kiefer Kia. We would like to inform ******************* that a refund of $1059.22 will be issued and sent out today.

  Customer Answer

  Date: 07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I would like to add that I think some harsh disciplinary measures ought to be taken against the manager involved in this dispute because of his specific conduct. He tried to use the fact that I had no ability to hold him accountable for his actions against me, and many other people would not have spent nearly an entire month fighting back until a just outcome could be reached. He has doubtless been successful at duping customers this way before, otherwise I suspect he would not have been so brazen in his dealings with me. He also lied about his conduct when initially questioned by his superiors, proving that he was completely aware that his actions were totally unacceptable. This man is a ***** and a charlatan, and he has utterly no business being in a position where he can take care of unsuspecting customers. My initial comments about the counter staff being deliberately inept so as not to catch their bosses also still stand, as this process has done nothing but validate my suspicions of intentional criminal behavior on the part of management at this location.

  Thank you for your time and your consideration,
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 believe I am the victim of unfair and possibly underhanded dealings.On 4/3/2024 I was offered free labor on a battery installation which was subsequently qualified on 4/10/2024 only after the part had already been installed. The qualification was that in order to have a warranty the installation must be charged for, however I was not told this when I originally asked for a price quote. on 4/3 I asked my Kiefer service rep. for a price quote on a battery. He said $199.00. So, then I asked what was the price of install. He said, I wont charge you for install.However, one week later, after the battery was installed, I was presented with an invoice of ****** including $50.00 labor I did not understand this because he had originally offered the labor for free. When I **** this to his attention he said, Oh, I can still do the install for free but then there will be no warranty on the battery. When I asked him why that would be he said Its a Mazda corporate policy.I reached out to Mazda asking for written proof of the portion of their battery warranty that states if installation is not charged the warranty is voided. Although I made 3 requests to 2 different people no one has provided me with proof as of the writing of this review.The bottom line is that my service rep gave me an unqualified offer for a free service and that should be honored. That is the fair thing to do. If the rep. was unaware of Mazdas policies when he made me the offer then ****** Mazda should take responsibility for that, not me. Also if he forgot about the policy, again Kiefer should be responsible. And, if he deliberately did not tell me for whatever reason, then that speaks for itself.I am therefore requesting ****** Mazda issue me a credit for $50.00 to honor the words of their service rep.

  Business Response

  Date: 04/22/2024

  To whom this concerns:
  
  *********************** came into our dealership for a battery concern. We tested his battery at no charge and our machine showed the battery in good condition. ****************** insisted us putting a new battery in his vehicle under Mazdas factory warranty. Our *************************************** explained that we can only install a new battery if the test comes back (bad) under Mazdas factory warranty.
  
  After that he insisted to talk to me. I explained the warranty process to him, and gave him Mazdas customer service number. I explained to him they might be able to (Goodwill) a battery.
  
  A few days later he called the dealership to make an appointment to get a new battery installed as Mazda Gave him a Mazda E-Gift card for $150.00
  
  At that time our batteries where $199.00, and $97.50 to install which comes to a total of $296.50. He did not want to pay labor. At that time ***** gave him two options: He can pay for just that battery and we will waive the labor charge but it would not come with any warranty as Mazda requires a certified technician to install it for the warranty to be in effect. Or he can pay for the new battery and we would discount our labor down to $50.00 which he agreed to.
  
  Unfortunately,**** missed his appointment at the end of March and rescheduled for 4/10 to get his battery installed. On 4/1 Mazda up the price of that battery from $199.00 to $221.24. ****************** still proceeded with option 2 which at that time we proceeded to install the battery and charged him $272.35 which $150.00 were contributed by Mazda cooperate, leaving him a balance of $122.35.
  
  The very next day he called me and was displeased of his service and wanted his old battery back. I explained to him that I would refund him 100 percent of the cost and install his old battery for free. At that time, he said no to that offer and decided to keep the one we installed, and thats that last conversation we had with him.
  
  The whole time my staff including our general manager has treated ****************** fair and with respect.
  
  Thank you,
  ***********************
  Service Manager

  Customer Answer

  Date: 04/23/2024

  I do not accept the businessresponse. ****************** descriptions of certain facts are inaccurate.
  
  The first portion of his accounting,regarding the battery passing their test and Mazda refusing to cover it under their warranty is correct, however, with regards to the battery installation,**************** makes it sound like I was made aware of all costs and options prior to the installation.
  
  However I assure you I was not.  I had two conversation with ***** about the battery cost. The first was when I picked up the car after the battery test at the end of March and the second conversation was on the date of service after the battery was already installed in my car.
  
  **************** writes:
  
  He did not want to pay labor. At that time ***** gave him two options: He can pay for just that battery and we will waive the labor charge but it would not come with any warranty as Mazda requires a certified technician to install it for the warranty to be in effect.Or he can pay for the new battery and we would discount our labor down to $50.00 which he agreed to.
  
  Again, **************** makes it sound like this conversation took place before I scheduled service however this is not the case. In my initial conversation with *****, I never stated that I did not wish to pay for labor. That is completely inaccurate. ******, I asked ***** the price of install and he, of his own volition, offered the service for free.
  
  Additionally, during my initial conversation with ***** (in which he offered me free install service), he made no qualifying statements. No mention of options or warranty, nor was I given a price for install. The amount $296.50 was never mentioned. Only $199.00. I specifically asked for a price on installation, however rather than give me one he instead simply said he would install it for free.
  
  Again, with respect, **************** was not present for that conversation so he is only going on what ***** told him. However,I affirm that this is how the conversation went:
  
  Me:      How much are your batteries?
  James   $199.00
  Me:      How much is it to install?
  *****:  I wont charge you to install it.
  Me:      Wow,thank you very much.
  *****:  Weve got your back, buddy
  
  That was the whole conversation. No price quote, no mention of stipulation. I never asked for free labor, nor was given any information about a warranty waiver.
  
  The third inaccurate statement of ***************** is the following paragraph. He states that on the day of service, I agreed to an option before install. He says, ****************** still proceeded with option 2. Again, I was never informed of any options before having the service performed. Only after the service was performed was I told I would have to choose between warranty and free installation.
  
  Additionally, **************** told me that not only does Mazda technician have to install the battery for warranty to be in effect but the dealership must charge the customer to have the warranty be effective. He wrote: I spoke with *****, and to get the warranty on the battery you bought yesterday it requires a Mazda tech to install which requires a charge..
  
  However, I have requested both *************** and Mazda corporate to provide me with the documentation that substantiates their claim that the customer is required to be charged for an install to make the battery warranty valid and neither has done so to date.
  
  It is true that **************** offered me a full refund, however he only offered me 24 hours to come back to the dealership in order to receive it. I live 30 minutes from the dealership and had just taken off time from work the previous day to have the battery replaced. I was at the shop over 2 hours on Thursday and could not take off more time again on Friday. However, had I been offered even a few days I would have tried to make an arrangement to go back and return the battery.
  
  At this point it has come down to my word again *****. I know, by my honor, that I am presenting the facts accurately. In my initial conversation with ************ was led to believe that I could get a battery installed, with warranty , for $199.00 and was not informed of anything else (including options and corporate enforced install pricing)until after the service was completed.
  
  If **************** can provide a document showing that I knew about the install price before service I will retract all of my allegations and apologize for actions. However, short of that proof, I stand by the fact that the only information I had coming in for my appointment was a quote of 199 and an unqualified promise free install.
  
  Therefore I stand by my specific complaint against this business that I was given incomplete information leading to a skewed impression about the cost of service and should be refunded the install price of $50.00 while maintaining full warranty coverage.
  
  Thank You,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/26/2024

  It sounds like ****************** wants to be refunded the $50.00 for the labor.
  
  Kiefer Mazda will be happy to refund the $50.00 for the labor that carried the warranty on the battery as we did in the beginning.
  
  However, I will document in our file that due to a total labor refund we will not participate on any warranty moving forward with ****************** on his battery if such needed service comes up. Since we are now refunding the cost on the labor at 100 percent.
  
  
  Thank you,

  ***********************

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21599135
  
  I am rejecting this response because:
  
  I am not sure how **************** came to the conclusion he did from my last communication but it is still unacceptable.
  
  I will try one more time to explain what I want. I am offering him two options.
  
  When I came in at the end of March, I was verbally offered, by *************************, free installation on a battery with no mention that it would void the warranty.
  
  After the install of the battery I was told that Mazda has a corporate policy which forces the dealer to charge $50 for a battery install in order to validate warranty.
  
  So I will accept one of two things:
  
  EITHER:
  
  Kiefer Mazda should honor ****'s original offer and refund $50 while leaving and the battery warranty intact.  
  
  OR:
  
  Provide proof of the corporate policy that forced dealers to charge for Battery install to validate warranty.
  
  If Kiefer Mazda is unwilling or unable to provide one of those two things then the issue will remain unresolved.
  
  With regards,
  
  ***********************

  Business Response

  Date: 05/01/2024

  Hello ****,
  
  I apologize for the miscommunication. In the future, we will put our quotes to you in writing leaving no chance for error. I went ahead and refunded you $50 and you will receive your check in the mail.
  
  Thank you,
  
  ***** Kiefer
  Operations

  Customer Answer

  Date: 05/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you very much Mr. ********************* I appreciate your willingness to review the circumstances refund the labor cost.
  

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

• Initial Complaint

  Date:03/30/2024

  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 brand new Nissan Leaf from ****** Nissan in march 2020. In August of 2023 it had a incident where the breaks would flash all the warning lights, emit a grinding sound when applied and not engage when attempting to break; as though ABS was not longer working. At that time car was under warranty and brought into shop and after diagnosis and repair at ***** miles the mechanics replaced the brain assuming this was the faulty part. This repair left the car in the shop for a month (at the time I had a spare vehicle so it wasn't so devastating) January 31st 2024 at ***** the car did the exact same thing! Breaks Emitting a grinding sound, not engaging, and all the lights on the dash going off indicating I need to take it into the the dealer. I had paid extra for the premium package which has 5 days of rental but only after it is diagnosed. Car couldn't even been scheduled to be seen in the shop to be diagnosed for two weeks. Upon arriving in the shop because this was a previously misdiagnosed and misrepair (and no dout costly error on Nissans part) the management flagged an inspector to ensure current repair was correct.. Which took an additional two weeks to schedule inspector. Meanwhile ****** Nissan covered an additional 10 days of rental car but all other days have been out of pocket. Two weeks later the part the inspector approved arrives broken! Two weeks later new part (requested asap!) apparently arrives and none of the technicians in the mechanics office are able to find it! Two weeks later no updates on my vehicle, and it has now been inoperable for two months, with me paying out of pocket for rental cars for 45 days. How is any of this reasonable or "normal" service? This seems like extraordinarily poor organization, poor quality customer service, poor managerial skills and gross incompetence. I am reporting this, in hopes other people will steer away from buying from them and save themselves the mistake I have made.

  Business Response

  Date: 04/05/2024

  The General Manager, *******************, met with ******************************* on Tuesday, April 2nd, 2024 at 6:45PM to discuss her complaint. The dealership would reimburse ******************************* for the rental car fees she has paid if she provided her receipts. ******************************* has an appointment on Monday, April 8th, 2024 with the dealership to possibly trade in her Nissan Leaf for a Nissan Ariya.
  
  

• Initial Complaint

  Date:03/19/2024

  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 got a ***** Accord from Kiefer that I physically did not get till January 3rd and I have an email from Kiefer dating I did not get it until January 3rd it's been into ***** twice since January 3rd and ***** had it for 2 months working on it from when I signed the papers in November but I physically did not get the car till January 3rd it's having the same issue that it was having before I got it Kiefer knew this it's too low to the ground for me Kiefer knew I had both my hips replaced and a bad back and I told them I needed a higher car and they brought up the ***** Accord and it's literally not even foot off the ground it hurts me getting in and out of it and now Kiefer refuses to do anything with it when I've had the car for two and a half months

  Business Response

  Date: 03/20/2024

  ****** called *** on Thursday the 14th, about her wanting to trade in her car.  She was telling him; it is hard for her to get in and out of the car because she had hip surgery.  *** had her come in the next day to see about getting her out of the Accord.  We were unable to get her out of the car.  She has too much negative equity since she bought back in October 24, 2023.  We have made every attempt to help her with this car every time she has any problem with it, we would get it fixed for her.  Also, would provide her with a rental car when she needed one.

  Customer Answer

  Date: 05/14/2024

  So I haven't heard anything from you guys since last email I sent so my car is still having issues with the lights coming on that the car was having before. Kiefer sold it to me and this time when they actually are pretty sure what they found. The issue for Kiefer is refusing to pay for it which is still the issue it was having before. Kiefer sold it to me the three times four times it was in the shop prior to me buying the car from Kiefer. And that car had been in a wreck. Kiefer lied on that email. I doubt they even turned it into any insurance and that's why they sold it to me and they shouldn't have been able to sell it to me for that much because it had been in a wreck. Kiefer did nothing but take advantage of a disabled older woman that went in there by herself to get her a different car. That's all Kiefer did. Was take advantage of a disabled elderly woman.

  Business Response

  Date: 05/16/2024

  It's our understanding that the ***** dealership has a part on order for the customer. We are happy to look at the customer's concerns if problems continue after the new part from ***** is installed.
  
  

  Customer Answer

  Date: 05/24/2024

  ****** called it hasn't been taken care of my mother passed away so.

  When you keep her called, they told me to just call me back in a week.They haven't called me back