ComplaintsforC Harper Autoplex

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2023 kia telluride sxp. I was supposed to have 2 key cards with the purchase of the vehicle. As they come with the trim. A year later c harper has dodged me and kia complaint line. I was told repeatedly over a years time up till today someone from c harper kia would reach out to me and send me the key cards. Not once has anyone from c harper kia reached out to me nor sent me the 2 key cards for my vehicle. I've tried to reach them thru texts, voicemail, fb messenger, kia complaint, sales, and email. I got nothing from them. I was in the market for another vehicle. It won't be with c harper. I suggest others avoid them.

  Business response

  11/30/2023

  November 30th, 2023
  
  Attention: BBB
  
  This response is in reference to consumer complaint ID: *********
  
  *** ****** did purchase a 2023 Kia Telluride. It was an early production model that came in without key cards.  The key cards were supposed to be mailed by Kia to the purchasing customer when they became available.  So far, he has not received them. The regional and national managers for Kia are working to resolve this.  As are we.
  
  Sincerely
  Patrick B****
  Sales Manager
  C. Harper Kia

  Customer response

  11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

   

  Almost 13months is a very long time for this to still be ongoing.
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a toyota tacoma from this business. I had several issues with truck, contacted sales contact and got no response. I purchased the extended warrenty so I opted to go elsewhere for repairs that they didn't contact to fix. finally got in contact with manager "mitch" and explained the situation to him and alls he can do is say I should have brought truck back to them!!! I tried and got 0 response. so in the end I'm stuck with a 6000.00 bill and no help from the company. bad customer service and sales. do not recommend. upon picking truck up after they inspected it and sold it to me......., sway bar bolt was completely missing, ball joint repair, traction light stuck on. front axel replaced, strut x 2, oil change, 4 tires, alignment, door switches x 2 completely unacceptable to inspect or sell. please advise. thank you amber

  Business response

  11/20/2023

  November 20th, 2023
  
  Attention: BBB
  
  This response is in reference to consumer complaint ID: ********
  
  Our General Manager for our Buick-GMC talked with the customer and agreed to reimburse her for the work on the front end totaling $2,341.35. 
  
  General Manager
  C. Harper Buick-GMC

  Customer response

  11/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  ***** *****

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2017 chevy silverado had engine troubles a couple months ago, March i believe, come to find out that there was a recall for that year, make and model and I was never informed. I reached out to C Harper regarding this and they were shocked I knew this information and stated they would have to see if it is covered under warranty (which it was). After them having the vehicle a couple of days, I go pick it up and everything was fine until 2 weeks ago, the engine started acting up again. I called a local garage to get it checked out, they called me and told me right when they started my truck up they knew the issue and explained it to me. I let them know I just had that issue "fixed" in March and he said they either did it wrong or poorly. I called C Harper and let them know this info, got my truck towed there AGAIN to get fixed. Once i knew it was there, i called to see about a rental, they informed me they had none currently but would let me know if one comes available. After a couple days, i call again and ask if there is any word on my truck, they hadn't got to it yet and still no rental. I wait another day and they don't answer my calls, i leave messages, they dont call me back. it now been a week and i finally talk to someone and they say the truck is all torn apart and they think it's something technical and the part they THINK i need is on back order, a 2-3 week waiting period. Mind you, i am WITHOUT a vehicle because they have no rentals. IT IS A CAR LOT WITH HUNDREDS OF VEHICLES, I NEED ONE OF THEM FOR WORKING. it is their fault my truck is there in the first place, they should be ACCOMMODATING ME. I told them i want to speak with a supervisor ASAP because they aren't helping me AT ALL. they say, "we will have a supervisor call you asap" it's been hours, still no call. i know i've been put on the back burner because this is under warranty and making them no money. 100% DO NOT RECOMMEND!

  Business response

  09/06/2023

  September 6th, 2023
  
  Attention: BBB
  
  This response is in reference to consumer complaint ID: ********
  
  *** ****** vehicle was towed to C. Harper Chevy on 25 August 2023 for a check engine light concern.  *** **** was not scheduled but we did our best to get him in for diagnostic as soon as possible.  We found that #4 lifter has failed which is indeed one of the lifters that was replaced back in March.  Therefore, the repairs will fall under GM part warranty and there will be no cost to the customer.  The repairs completed in March were not completed incorrectly or poorly - it's simply a manufacturer part defect.  
  
  Regarding *** ****** claims of an open recall regarding the lifters, I have attached a copy of the current vehicle history report for his vehicle/vin number.  There are no open recalls on this vehicle.  The vehicle has only had one open recall since it was new, and that recall has been closed.  C. Harper has no knowledge of an open recall for this concern.
  
  On 5 September 2023, we spoke with *** **** and gave him a status update.
  
  
  Service Manager
  C. Harper Chevy

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lease a 2021 Kia Seltos with 6 months to end of lease. Periodically the car won’t start. At times it has taken up to 7 times to turn over. The car was towed April 2023 after 2 days of not starting. I have complained about this many times beginning soon after I got the car to 2 different Kia dealers & service & they tell me because they can’t duplicate the problem they can’t fix it. I have been afraid to drive the car too far from home or at night in case the car won’t start. At this time C Harper has had my car 7 days & they can’t/won’t give me a loaner. I am paying monthly for a car I don’t have or afraid to drive anywhere but locally. I’m not out to hurt their business but I would like to be compensated in some manner. Another 2021 new Kia Seltos with only 6 months to go on my lease & then proceed to buy the car as was the plan before the problem continued for 2.5 years. I’m a 74 year old woman feeling like I am being treated unfairly because I have no one to help me. I leased the car in good faith & they should stand behind their product.

  Business response

  08/25/2023

  August 25th, 2023
  
  Attention: BBB
  
  This response is in reference to consumer complaint ID: ********
  
  Customer ****** ******* *** *** **** *** ******* *** ****** ***************** with 9,745 miles, towed to our facility of C. Harper Kia in Belle Vernon on August 17th, 2023. Upon arrival the vehicle started in order for us to pull it into the shop for diagnostics. The technician performed a battery test and found the battery to be at 79% state of charge and is within an acceptable battery charge range. He also performed a vehicle scan and found no stored or pending diagnostics trouble codes. After this normal reading our technician opened a tech line case with Kia. The customer requested and loaner vehicle while her vehicle was at our shop for diagnostics. We did not have the ability to supply her with a loaner vehicle as we did not have one available at the time. We could not authorize a rental vehicle from outside of our company due to Kia's policy of no coverage until the vehicle has an approved diagnosis and resolution plan. As of 24 August 2023, we have not received any other direction from Kia due to not being able to duplicate the concern, and there are no stored or pending diagnostics trouble codes at this time. She was informed we would supply a loaner when one became available for use while her vehicle was at the C. Harper facility. The vehicle was started over 12 times and started with no delays and no cranking issues. The customer was informed the length of time service would take would be dependent on whether or not we could duplicate the intermittent no start issue. On 24 August 2023 the customer approved the return of her vehicle to her home and was discussing possible trade in options with the C Harper sales department. 
  
  
  Service M******
  C. Harper Ford-Kia

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Information attached in supporting documents.

  Business response

  07/12/2023

  ***** ******** 
  Loss Date 1/25/2023 
  State Farm 
  ***** * ************* 

  
  C Harper received an assignment from state farm on 1/25/2023 and the collision shop awaited the vehicle to be brought to the shop* **** ******** had her vehicle towed to our shop on 1/27/2023 because her vehicle went off the road into a ditch. The vehicle arrived and we did a vehicle assessment when it arrived. We looked at the notes provided by the insurance company, and we created the repair plan. C Harper disassembled the vehicle and found the damage related to the accident. The vehicle was drivable for short period of times because of the condenser and fan assemble were damaged. The shop ordered parts for the vehicle, and it went into the production schedule. Parts started to arrive, and the vehicle went though the shop and was repaired for the body damage caused by the accident. We test drove the vehicle, because we replaced the condenser and wanted to make sure everything was pressured correctly. 

  
  We called **** ******** on 2/27/2023 letting her know the vehicle was completed and they are ready for pick up. When they arrived at the shop they immediately went to the vehicle and came to tell us the vehicle was not complete. They proceeded to show us that there was a hole in the transmission on the left front corner. I agreed that the vehicle was not complete and that we had to do some fact finding about the damage as it was not noted in the facts of loss* **** ******** then showed us a picture of the accident and it showed that there was fluid at the location of the crash site. We agreed that the hole was from the accident and our estimator went to see what the procedures and cost associated with the replacement. Our estimator found a used part that would work and kept the vehicle under our threshold for repair. We ordered the part and sent the vehicle to our service department for the part to be installed. 

  
  After the new part was installed, we did find there were more damage to the suspension on the area damaged from the accident and repaired the suspension at that time. At this point the vehicle was compete, another test drive was conducted, and all lights, horns, and systems were in working order* **** ******** came and picked up her vehicle on 3/24/2023. She reached back out on April 5th because her headlights were different from before the accident* **** ******** changed her OEM light bulbs with LED aftermarket ones. This was missed during the repair, and we ordered a new set for her. They came in as fog lamps and were not able to be installed and we let **** ******** know that fact. She then came back on 6/2/2023 because she tried to use her A/C and it did not function correctly. C Harper brought the car in immediately and re-charged the A/C and then took it for a test drive. The A/C did not function correct still so the collision center set up an appointment for **** ******** to go to C Harper Ford Service for them to check it out. She went in on 6/7/2023 and the Service Center had the vehicle for the day and they test drove it for 15 miles and the A/C was working normally. 
  

  The service center told **** ******** they could not re-create the A/C failure, and everything was working correctly. 
  She came back in on 6/29/2023 and told us that the A/C was not working again, and our estimator called the Ford Service and tried to get them to get the vehicle back in for the problem. She went up herself and was schedule for the 28th of the month* **** ******** went back to the Ford Service Center on 6/28/2023 and they took the vehicle in and found out the A/C system was overcharged. At this point the vehicle was complete, and **** ******** took her vehicle home.

  
  C Harper still owes **** ******** the LED bulbs for her vehicle if she would like to have them installed. She did let us know she already purchased them on her own. We are willing to make sure this vehicle was repaired back to the quality of the vehicle before the accident. C Harper follows all Ford procedures and guidelines set by State Farm for repairs. If there is anything wrong with the vehicle, C Harper has a Limited Lifetime Warranty on anything we repaired if the customer owns the vehicle. 
  

  
  

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently I purchased a vehicle from c harper. Ironically enough I was able to convince my husband to purchase one as well. My car in particular has acted funny but I disregarded it. The sensor in the back for the trunk/hatch acts up from time to time making shutting the hatch by button difficult. There have been countless times employees at Walmart or martins and target have had to physically shut it as the sensor would not allow the hatch to close and would come back up. One of the times this happened I shut the hatch with my hand and the back part of the door /hatch popped in and crinkled causing paint to chip. I’m 120 pounds and a small female. I am not strong enough to do this or rather I shouldn’t be strong enough to cause this type of damage with my left hand shutting a door. I called c harper and was directed to go to the main location for the collision center. Upon arriving I was told I needed to call my local dealership. I had already done this and was told to go to the collision center. Regardless, I then took it to the local dealership. GMC denied it being faulty or defected. I attempted to contact GMC myself and got the same response. I asked c harper in Connellsville to let me know what the cost would be to repair this myself if GMC dismissed it. I have not heard a peep from that location. I’m extremely displeased with the lack of “give a damn” I have been shown by anyone at any location. My husband and I have purchased countless cars from c harper and my husband gets his work cars serviced there as well. It’s lovely to see how much c harper REALLY cares about its customers.

  Business response

  06/23/2023

  June 23rd, 2023
  Attention: BBB
  
  This response is in reference to consumer complaint ID: *********
  
  In regard to this case, we had not ever had her in prior to this issue with her complaint about the tailgate issues she said she had been having.  She did call in originally stating the issue and what had happened with the dent. We assured her that depending on how big the dent was that is probably would not be covered under warranty but suggested that we should get an estimate at this point and directed her to the body shop.  I will assume based on the case she did go there and may have mentioned a defect on what had happened to the tailgate, and it looks as though they intern directed here back to us without doing an estimate to see if it may be covered. Per her statements, our Service Manager did look at it, took pictures and did ask GM and they did say no to a warranty repair.  She still did want an estimate, so our Service Manager sent all the info to our Body Shop Manager to get an estimate for her and never heard back. 
  
  
  General Manager
  C. Harper Buick-GMC

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a 2018 Kia Sportage that I had towed to Kia garage by C@D Towing Thay called ne when the car was dropped off. I had 4 snow tires on the car. I guess someone at the garage liked my snow stow tires. My car was jacked up and my rims and tires were removed and the tires were removed and replaced with 4 Good Year wore out tires. They replaced my rims with these worn out tires. I guess that is why I never noticed my tires were gone. I am 84 years ol and my wife is 72 years old and the only time our car was out of our garage was when it was towed to Harper. I run 4 snow tires on my car all the time. I never thought that I would have check the tires before I picked it up my car. Well, I am going to tell everyone I know to make sure they check the tires before they leave the garage with bald tires.. I have been dealing with Harper and have my oil changes and service work done. I guess I wiil have to find a garage that I can trust. I am old it could have been someone young that took there car out and had a bad accident and maybe got killed because of the bald tires someone put on my car. You could be looking at a Law Suite. I didn't know someone took my tires until I took my car to my garage to get new snow tires installled and the mechanic told me someone put Good Year bald tires on my car. Maybe you should start having your service manager take pictures of the tires before you work on customers car. I am 84 years old and I never in my lifetime thought I would have to check to make sure I still had my good tires installed on my car when I left the garage.

  Customer response

  06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  From: ****** ******** <*************************

  Date: Thu, Jun 1, 2023 at 12:51 PM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding caint **********
  To: Better Business Bureau <[email protected]>
  
  
  My Car was towed to Harper Kia when my car left my drive way my car had Snow Fires on it. Sometime after my car was towed in the tow truck driver called me around noon and said my car was dropped off. Someone changed my tires that  afternoon or evening.. As i told you in my first letter by the time your service manager checked my car in the morning my car had bald tires someone took  my snow tires.. I went and bought the same tires I had on my car if  you want to see what they look like..

  Regards,
  

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

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a sway bar repair and a brake and rotor replacement, My car is worse than it was before the repairs, I'm hearing clunking coming from brakes and a rattling when I'm making left turns, loud humming noise coming from wheels i didn't have any noises coming from my car at all, After the repair now all of these problems. I've been taking the car back too them for months and they've been brushing me off saying there's nothing wrong! They haven't showed me anything that's been checked or done to resolve this, so at this point I've decided to file a complaint

  Business response

  05/22/2023

  May 22nd, 2023
  
  Attention: BBB
  
  This response is in reference to consumer complaint ID: *********
  
  **** **** brought her vehicle in on Monday May 15th to have some of her concerns looked at. The customer states that there is a clicking noise when making left hand turns. After our Service Manager drove the vehicle with the customer for approximately six miles the vehicle made the noise one time.  The Service Manager was able to duplicate the noise for the technician working on the vehicle. The diagnostics found that the passenger axle shaft was faulty, causing the noise. The customer states that there is a moaning noise when driving for a while. It was found that the passenger front wheel bearing is faulty causing noise. The customer states that there is a clanking noise when parking and braking. Road test with the customer and could not duplicate concern. The Service Manager took the customer to the vehicle and explained what the problems were so she could see what I was talking about. After getting permission to have her vehicle repaired, the Service Manager gave her a ride home. The parts were ordered and came in the next morning. The passenger front axle shaft and wheel bearing were replaced. The technician test drove the vehicle after the repairs were complete. There is no noise coming from the vehicle at this time. Operating as designed. The vehicle also got an oil and filter change while it was here. The vehicle has a check engine light on that the customer is aware of and does not want to address at this time. The Service Manager got the customer a ride back to the dealership and went over everything that was done to the vehicle. The vehicle is good, and the customer is happy. 
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Tuesday March 14th, 2023, I contacted the car dealership through their website regarding a truck that was listed for sale. Wednesday March 15th at 1:20PM I received a text message from Gillian D**** at C.Harper, Charleroi PA. stating that most of her cust****s prefers to text with her because it tends to be easier. I received a call from her moments later to talk about the truck that I was interested in purchasing. Durning the phone conversation I informed her that I would be wanting to trade in a truck that I just purchased elsewhere six months before. Gillian then had me text photos of my vehicle as well as the VIN number. I received a call back later with a response of Gillian offering a large amount less for the trade in against what is owed on the vehicle. I told her I would have to think about it, but the offer would not be acceptable. On Thursday March 16th I received a call from manager Ron Ralph from a different C.Harper location asking if there was any additional assistance he could help with. I responded with how low the trade in offer was and it couldn't be acceptable. Ron contacted manager Ryan from C.Harper, Charleroi to contact me. Friday March 17th Ryan called me and gave a more acceptable offer with a trade and gave me a per month payment of what I would have for financing through them. Ryan then emailed me an application for financing, and I submitted it with my license information. They ran my credit report. I followed up through text, got no response. It went four more days until I called Ryan on Tuesday March 21 at 1130AM. Ryan stated he would call me back because of a conference call, he never called me back. I then received a call that evening at 4PM from Gillian stating that Ryan could not stand by the trade offer as well as give me the monthly financing payment that he offered, and they could do nothing for me. Now all these days passed my credit was hard hit. I now only have fewer days to find a truck with the credit check that occurred.

  Business response

  03/30/2023

  March 30th, 2023
  
  Attention: BBB
  
  This response is in reference to consumer complaint ID: *********
  
  We worked the deal as we normally do within the documented sales process. The cust**** elected to send in a credit application in order for us to try and obtain financing. We sent the application to the bank in efforts to try and get an approval from the bank. We did not get an approval with the proper interest rate and the full amount of money needed for the approval. All of this was completed over the phone all while the cust**** has never been in the store. The cust**** also stated that he did not want to come into the store until he knew we were able to achieve his payment. 
  
  The deal did not come to fruition due to the inability to secure the financing needed. We never mentioned that the cust****’s value could not be upheld but unfortunately it was due to the lack of his appropriate credit. If we were to achieve the needed interest rate in order to make the car deal happen, then everything in regards to payment and trade value would have been honored. The cust**** stated that he just bought the truck that he was looking to trade and that he was just looking. The cust**** also mentioned that he did not think that this was something that would work out but simply liked the brand of the truck we have available for sale. 
  
  There is no resolution we can offer to the situation being that the sole reason that we cannot complete the deal because it is an aspect of the deal that we cannot control.
  
  
  General Sales Manager
  C.Harper CDJR of the Mon Valley

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a new 2022 Redline Chevrolet Traverse last year. Took delivery on 2/25/22 at which time I traded in my 2019 fully loaded Redline Traverse. During delivery I noticed features missing such as heated steering wheel, heated/cooling seats front and rear, less USB ports, etc.. At no time did the dealer ever let me know this would occur. I had to discover it on my own and question them. At which point they showed me on the sales sticker that GM was offering me a $150 credit. They told me they would contact me when the parts were in and they would be retrofitted. Never heard from the dealer again. I called multiple times inquiring about the chips and was told I need to wait and hear from GM. It’s been nine months. I finally received a letter from GM letting me know the chips are available and I need to schedule with the dealer. I scheduled the appointment online clearly indicating I was coming in for my chips to be installed. Brought the car in 11/23/22 and was told they need to order the chips and would call me when they have them. No one could have called and let me know prior to coming in that they needed to still order the parts. This has been an endless waste of my time. I’m unhappy with the lack of communication from this dealer.

  Business response

  12/02/2022

  December 2nd, 2022
  
  Attention: BBB
  
  This response is in reference to consumer complaint ID: *********
  
  Customer scheduled an online appointment for 11/30/2022 but showed up a week early on 11/23/2022.  The recall letter that the customer received from GM stated that she needed to call the dealer to have the part ordered ahead of time, and then schedule an appointment.  (The chips/modules for the recall are vin specific, so it's not something that any dealership can stock on the shelves).  Having scheduled an online appointment, the customer had no one-on-one contact with a live person at the dealership to order the part.  Despite her being a week early for her appointment, our Service Advisor wrote a repair order on her vehicle and got the part ordered that day.
  
  We have a pre-write process in place where at 3:45 pm each day, our "pre-work orders" print off and we prepare for the next day’s appointments.  This process helps prevent these things from happening.  However, this customer arrived a week early so we didn't have the opportunity to prepare for her visit.
  
  Our Service Manager checked on it and as of this morning, the part still has not come in.  As a resolution, we'd like to offer courtesy pick up & delivery of the vehicle once her part comes in so that she isn't inconvenienced any further.
  
  We will contact the customer as soon as her part arrives.
  
  Chevy Service Manager

*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. ↩