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Complaint Details
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Initial Complaint
11/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was charged for a service that wasn't done. Then the VIN isn't correct even though I explained to them it was a different vehicle. They said the BCM was bad and needed replaced yet in the description on first page said they updated software in this "bad" part. When I called the man told me there was more than 1 BCM which isn't correct. I'm assuming that since I'm a woman he knew I wouldn't know I was being lied to. This shop never does anything they say they will. Not the first time I have had an issue but it will be the last as I will never go backBusiness response
11/27/2023
Attached is a copy of the repair for *** ******* with the corrected Vin, which she received once the Vin issue was discovered. The VIN confusion was because she purchased a vehicle (same year,make and model) of her prior vehicle. The appointment was made (with our appointment company) using her prior VIN.
All work she requested and was charged for was performed
Programmed a Key
Diagnosis why vehicle would not come out of park. We performed the Diagnosis per KIA’s procedures and determined the BCM had a internal short. We recommended replacing the BCM (per KIA recommendation) to correct this issue, but ** ******* declined.
All recalls were performed at no charge to the customer.
Please feel free to contact me if you have any additional questionsInitial Complaint
06/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a car from South Hills Kia last Tuesday, June 6, 2023. We ordered this car in early April and had been waiting for it to come in. Throughout the process, I had informed them I was using a PNC Check Ready loan. PNC’s website, clearly in conjunction with Kia’s corporate office, made it clear that any manufacturer dealer in the US will accept the PNC Check Ready check. This is a valid check that the customer writes the business name and amount, just like any other check. 24 hours prior to the appointment time we made for the transaction to occur, the finance manager called me and informed me they would not take my check. This didn’t sound right to me, so I asked Joey J******* and Pat W***** to send me their stance in writing so I could investigate the validity. They both declined to put it in writing - which made it even more clear to me they were not following Kia policy. Because of their deceptive behavior to try and force me to use their financing (which I refused to do because of their business practices), I had to cancel a morning of meetings to go to PNC, where I canceled my check ready loan and had to apply for a different loan type, which increased my rate. I have a baby due in three weeks and this was the car we wanted, so I still went through with the transaction. However, these two employees are the epitome of the car salesmen stereotype. I believe Kia Corporate and PNC corporate should be made aware of this dealership’s lack of business ethics, as neither would appreciate fraudulently identifying this as an invalid payment method. If PNC and Kia stand by this decision, I would like someone from their corporate offices (not the dealership) to contact me and explain why this is acceptable behavior. The dealership, run by Pat W******* relative, clearly has no concern operating this way, so Kia corporate should be made aware and need to put something on their site stating this dealer’s position on PNC Check Ready loans.Business response
06/13/2023
TeSouth Hills KIA does not accept PNC loan ready checks because they are not made out for the exact amount for the required the transaction. These checks have conditions on them that South Hills does not always know if they are met prior to completing the transaction. The amount of the checks requires the dealership to complete, which PNC may reduce if certain conditions are not met. (Ex: equity position of the loan).
The dealership does accept PNC checks made out for the, by PNC, for the exact amount of the transactions. In Mr. H***** case we did accept the PNC check.
Mr. H*** was informed of our position on PNC loan ready checks prior to him showing up at our dealership for delivery of his vehicle.
PNC websites cannot require an individual dealership or manufacturer to accept an incomplete PNC check.Customer response
06/13/2023
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.The item I disagree with is that they DID NOT accept my check ready loan check. They forced me to either use their financing or change my loan type with PNC to get a different kind of check. I understand their position and would like to file a complaint with Kia Corporate on the matter.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
**** ****Initial Complaint
02/01/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I went to this dealership for an oil change and an annual state inspection. The dealership stated that my vehicle failed inspection because it had three broken tire belts, but the dealership still charged me $29.95 for the inspection. I asked if I would be charged an additional $29.95 if I returned to the dealership, and one of the service advisors informed me that I would be charged an additional $29.95 if I purchased new tire belts from another shop and came back and had the inspection done at the shop. In other words, I would be penalized if I purchased new tire belts from a merchant that offers lower prices. It is my belief that this dealership purposely looks for defects in customers' vehicles in order to fail them so it can sell them additional goods and services which I believe is unethical. This dealership has failed my vehicle's inspection once before, and I have become suspicious of the business practices of this company. Please investigate this dealership's business practices. Thank you.Business response
02/02/2023
*** ********* vehicle failed state vehicle inspection because the rear tires had broken belts. One of his issues when he brought in the vehicle was his description of “when driving the vehicle car wobbles in motion”. This was a result of the broken belts in the rear tires. It is mandated that the vehicle be registered as a “Failed Inspection” if the customer takes possession of the vehicle without having the repairs performed that put the vehicle within legal state vehicle operating guidelines. *** ******** was appropriately charged for the performance of the inspection whether the vehicle passes or not as per Pennsylvania law. He chose to remove his vehicle without performing the repairs needed at that time. Hence the charge for $29.95 ensued for the inspection process as per Pennsylvania law.
It is a Certified PA safety inspection technician’s responsibility to verify a vehicle meets PA state inspection requirement so vehicles on the road are safe for both that vehicle as well as other vehicles on the road, not to mention the safety of the people within.
*** ******** was at his discretion to have repairs done anywhere he was comfortable with. And he was withing his rights to take his vehicle anywhere for RE-inspection. That RE-inspection is an ENTIRE inspection of the vehicle again as ANY inspection station is required by Pennsylvania law to perform it again. Thus, a second charge would ensue as required by PA vehicle inspection laws to reflect that second inspection process.
South Hills takes offence to *** ********* use of the “UNETHICAL” term. It is every technician’s responsibility, when performing a PA state safety inspection, to inform the customer of all conditions on the vehicle that fail this inspection. This issue was pre-existing based upon his expressing a “Wobble” when bringing the vehicle into South Hills. The customer then has the option to have these repairs done by us or another facility so that the PA state inspection process can be completed and an updated inspection sticker placed on the vehicle.
Also, he claims we “purposely look(s) for defects” and yet *** ******** himself stated that his vehicle has a “Wobble”. He contradicts himself by describing a problem with his vehicle, and then becoming upset over the diagnosis of the cause of his “wobble”.
South Hills has been in business for almost 50 years and takes pride in what we do and the satisfaction of our customers.please feel feel to contact me if you have any questions
Larry W*****
************ *** ***
Customer response
02/03/2023
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.
The shop wants me to purchase tires from them at a higher rate as a condition of waiving the additional inspection fee, so there is a profit motive behind this. If the law required them to charge me $29.95 per inspection, then they would still charge me regardless of whether I got my tire belts replaced by them or by another shop. I will be taking my business elsewhere because I do not like the manager's attitude or response.
Regards,
****** ** ******** ***Initial Complaint
11/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i went to this kia location needed a spare tire put on/ because my vehicle is lifted they denied me service saying they can blow my air bag suspension out. when i do not have air bags and i told them that. they said my vehicle is falling apart with brand new inspection stickers, the bumper cover is broken due a not at fault accident. bumper cover is cosmetic damage does not impede on driving capabilities.Business response
12/01/2022
Customer was told prior to arriving, via text with a non-service employee, we could not work on his vehicle that day. Vehicle prior had never been serviced at our dealership.
In text he asked the non-service employee to pull vehicle in back and just change the tire. This individual is not trained to this and the employee told him no. Told him to go to our chrysler dealership which he did not.
When he arrived was told could not change tire first because we did not have time or personnel to perform the repair and second after visual inspection of the tire and vehicle, the replacement tire and vehicle was unsafe.Customer response
12/01/2022
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
***** ******Initial Complaint
11/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On October 8th, 2022, after multiple inquiries about a Kia Sportage Hybrid, I decided with a sales person named Eddie A****** that I would like to buy a 2023 Kia Sportage Hybrid EX Prestige. He claimed I could put a deposit down and that they could refund the money no problem. The car was to be expected on October 22nd, 2022, but I knew it could have been longer due to manufacturing shortages. In that time, I found the vehicle significantly cheaper elsewhere. Today, I called Eddie to get my deposit back. He claimed they don’t just keep records and that he’d need my credit card information again and I reluctantly gave the information to him verbally over the phone. Then said he needed to talk to someone so that they could look up my card and find the transaction. He then said, “you know what, you made us hold the car a month for you, so we are going to refund you when the car sells”. That I took the car from a ton of buyers while it’s one car, and from the beginning he said hybrid inventory sells so well, I should put a deposit down. I never got a receipt of the deposit, but I did see it appear on my credit card statement. I never received services or goods from this dealership and Eddie was clearly speaking emotionally and not rationally.Business response
11/23/2022
Customer request for refund was already summitted to office for processing.
should be completed within 5 days
Initial Complaint
06/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My car has been in the possession of South Hills Kia for 4 weeks. My car was towed to the dealership 4 weeks ago. At that time I was told it would be 2 weeks until a technician could even look at it. After 2 weeks I was told the car was looked at and the engine had seized and this was an issue that the dealership would have to take up with KIA corporation. Since then I have received no information with regard to a possible resolution. I have received no phone calls or emails with any updated whatsoever. I have no way to commute for work and no way to get from place to place since I have no vehicle. I have received no answers as to what KIA corporation may do to get this car repaired or replaced. I am now being threatened by my finance company because I owe on a car that I have not had for 4 weeks.Customer response
06/08/2022
Hello-
I received a call from the dealership earlier stating that KIA will now be replacing the engine to the vehicle, and they will be providing a rental car for my use that will be paid for by KIA. My only issue now is for the time lost due to no communication from the business. I could of had this rental car over 2 weeks ago to use for business and personal commuting. I am also on the hook for a month of a car payment due when I had no car and was in limbo due to lack of communications and not know what the actions KIA could take would be.
Sincerely,
**** ********Business response
06/09/2022
The vehicle was Towed into our dealership on 5/12, at that point customer was told it would be 2 to 4 weeks until we would be able to bring vehicle into the shop
We were able to bring vehicle into the shop on 5/31 and start to perform diagnosis of the vehicle.
We forwarded our diagnosis to Kia and were able to obtain approved for repairs to the vehicle on 6/7.
At that we ordered the parts required to perform the KIA authorized repair. Currently be do not have a ETA for the parts from KIA
Both Kayle (service advisor) and Jim (Service Manager) have been in contact with *** ******** multiple times during this process.
The repairs to the vehicle do not have anything to do with *** ********** agreement with the Finance company.
Please feel free to contact me if you have any questions
Larry W*****Customer response
06/09/2022
[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
10/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 10/8 my daughter’s vehicle was running poorly. The engine was smoking and the oil pressure indicator light came on in the dashboard. I put oil in the engine but the engine was making an unusual noise. We left the vehicle in the parking lot and had it towed to the Kia dealership on 10/11 . They told us they were behind and may not get to it for a couple of weeks. We received a recall notice earlier this year in which they described similar symptoms. NHTSA Recall number 20V750 . We also purchased an extend warranty on this vehicle when purchased. Kia has to date not repaired or even looked at this vehicle since it was brought in. We were told they have to perform a test to see if it is covered by the recall or even by the warranty. We have records of oil changes and inspections made on this vehicle. All phone calls to this dealership have been unproductive as we have been told repeatedly that they will get to it this week or by Monday at the latest. Kia has made no attempt to checkBusiness response
10/05/2021
*** *******’s vehicle was towed in on 9/13/21. At that time *** ******t was informed that we were backed up with work and it could be a month until we could look at his vehicle. Last week we talked to *** ******* and informed him his vehicle was still 2-3 weeks until it could be looked at. Currently it looks as if we will be looking at *** *******’s vehicle in about 1 week.
*** ****** will be contacted 10/5/21 and inform of his vehicles status.
We attempt to get vehicles in as fast as possible but with current staffing levels there are times that work backlogs cause a long wait time for major engine work.Customer response
10/06/2021
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.
Regards,
****** *******Initial Complaint
09/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased 2021 Kia Forte in April. In May I started having problems with it. We made several calls to South Hills Kia and never received a call back. Approximately 5 days later the vehicle quit running and I was stranded at work. Again, phone call to dealership and it took all day for the towing company contacted by Kia Corporate to pick up the vehicle. They are supposed to offer me transportation home but did not and had to make arrangements to get home. They determined it was the transmission and had the car in the shop from May 26 to July 16. At no time did they contact me to let me know what was going on. My grandmother met with the service manager and explained that I need a car to get to work. They did provide me with a rental. On September 14 my car started leaking water in the vehicle. Several attempts to reach someone in the service department were made and no one called us back. On Friday September 17 my grandmother had to make another trip to the dealershipBusiness response
09/21/2021
*** ******’s vehicle has been at our dealership twice since he purchased it. In July it was determine the transmission was faulty and need to be replaced. Once the transmission was received, due to parts backorder situation, a new transmission was installed. *** ****** was provided with a loaner vehicle while awaiting parts and during the transmission replacement.
The vehicle was again dropped on at our dealership on the morning 9/20/2021 for a water leak issue. It was found that the reason leak was a build up debris in the drain line. This was corrected and the vehicle was completed by noon that day.
If *** ****** wishes to have the vehicle re-purchased by KIA he should contact KIA at **************. Repurchase or Lemon law vehicles are handled directly with the manufacture.
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Customer Complaints Summary
9 total complaints in the last 3 years.
1 complaints closed in the last 12 months.