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Business Profile

New Car Dealers

Richard Kay Automotive

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 8/5/2024 I'm on the area and I got a nail on my tire (run flat tire and it on the repairable zone). I drop it off at Richard Kay Chevrolet. they finish the service on 8/7/2024 and they said the tire can't repair and change a new one for 500.18(it is like scam) . however I'm ok with that pay the amount when I come to pick up the car, and find out that they damage the rim. I did take a picture and talk to the lady and see give me the email address to sent the picture in. I did sent them the picture and see the response from the server said I got block from them. I try to call they said someone will call but no one call me. I try to texting to get someone until 10/29/2024 finally they response. they agree to have that issue take care of but with the unacceptable way. I live 54 minute away from the dealer and they told me to bring the car in to let the guy see and tell me what to do next. I did try really patiently asking if they able to make more convenient for me if they can find a place of the dealer near by for me or if they able to do reimburse I will take the car for fix - they said it is have to be less than what they charge ( unfortunately I don't have time to drive around and do that). I try to ask if there anyone els I can talk to and they never respond back sine. however I did try to dispute transaction. I don't know how much for the repair but I did contact **** ******** collision center for the estimate. this happen is a nightmare for me and the way the dealer doesn't care about there problem at all.

    Business Response

    Date: 11/20/2024

    Sorry for the late reply, I am in California this week.  ****** ****** claims we damaged her wheel when we changed her tire.  We have reviewed our cameras and are certain this is not the case.  However, we offered to pay for repairing the wheel in hopes of retaining her as a customer.  *** ****** has stopped communicating with us and has disputed her $500.00 credit card charge for her tire replacement.  We have tried to reach out to her several times to no avail and will pursue payment for the repair.

    Customer Answer

    Date: 11/20/2024

    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. 

    [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

    Regards,

    ***** ******

    I'm the only one try to teaching out to them (I have the record for that to show they try to ignore my text messages and block my email). Until I have to file the dispute to my bank and when they saw that they tell me to cancel that so they can pay for the repair. if there a email address I can sent all the communications between me and the business i happy to do that. thank you!

  • Initial Complaint

    Date:05/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Brought my Cadillac XT5 to Richard Kay for extended warranty repair of AC problem. Was informed (while my wife and I were driving), by Service Representative Kat H***** that the problem was a faulty thermostat. And the thermostat was not covered under my extended warranty. Both my wife and I agreed that the car has always been good to us, and we told Kat "do what you have to do to fix the problem". We did not say "do whatever you think the car needs, no matter the cost." I estimated that I was going to pay $250 deductible and $250-300 for thermostat. I was not contacted and informed that the work Kat wanted to do would cost $2,300. If I had been contacted before the work was done, I would have told Kat that the transmission fluid and cooling system fluids were previously changed by another automotive service center, and were not to be touched. Unfortunately , I was not contacted for approval, like it states on page 3 of 4, of invoice # 145057.

  • Initial Complaint

    Date:04/22/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My 2021 Sierra has been in the service department since February 9th. I have been told countless times that it would be ready only to be called several days after and told something different. In the beginning they were waiting on parts. All the parts came in and I was told that it would be ready in a few days. A few days went by and I was told now they are waiting on tools. All the tools showed and I was told that it was a 4-5 hour job, then it was a 25 hour job and then a 40 hour job. They have now had all the tools and parts needed to complete this job for 3 weeks and still no truck. The truck has been in the shop for 11 weeks. I drove up there and to talk to management because he wouldn’t return my call and he told me it would be ready this past Tuesday 4-19 at the latest. I was just informed it would be another week. I have called the General Manager only to be passed down to someone else. The service manager told me that I would only deal with him moving forward only to pass me back to the service advisor. Even after I requested him to call me he still would not. The service advisor told me “he had too much on his plate to talk to me”. The service department is incompetent and management is even worse.

Richard Kay Automotive is NOT a BBB Accredited Business.

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