ComplaintsforKia Country Charleston, SC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2024 Sorento S on May 7, 2024 from Kia Country in Charleston, SC. I agreed to the advertised MSRP of $38,000 (I have a copy of the window sticker as well). As I was signing the purchase paperwork, I noticed a new price of $42,044 which was $4,044 above the MSRP. When asked why the price changed, the Financial Manager said Kia started selling cars above the MSRP to stop people from selling newly purchased cars at places like CarMax for higher than the purchase price. The explanation didn’t sit well but we needed the car due to unfortunate circumstances, which the General Sales Manager was well aware of our situation. I reluctantly agreed to the purchase terms but I was lied to regarding the purchase price and taken advanrage of. I reached out to the Sales Manager Steve Applebaum twice but have not yet received an explanation and I also filed a complaint with Consumer Affairs. I did receive a check from Kia Country dated 6/13 for $1,000 (which I have not cashed) with a note stating "Consumer Affairs Resolution". I hardly call this a resolution, however, as this is still not equal to the amount I was overcharged. They should not be allowed to advertise a window sticker price with an agreement made between the salesman and customer only to find a completely different price listed on the purchase documents with a false explanation. I more recently discovered they didn't turn in the tag on the trade in as promised (we purchased a new tag) and I was charged $525 by the DMV for failure to turn in the tag and was in jeopardy of having my license suspended. This has been one colossal disaster after another and I want to ensure no one falls victim to this dealership like I did. I simply want the price difference paid to me so this can be settled.

  Business response

  07/15/2024

  We provided a solution/strategy for Mrs ********** that presented value, when other dealers didn’t or wouldn’t.
  
  We showed her value for her trade when it had none, We never even had an opportunity to see the vehicle to evaluate it, and still offered to help trade the vehicle when most dealerships wouldn’t.
  
  We never hid anything. Mrs ********** agreed to the figures presented and signed the preliminary worksheet before going into the business office to do final paperwork. Those numbers never changed. We have those documents and can submit them, but in the spirit of consumer privacy we feel that would not be wise.
  
  Once we agreed and she signed over her trade, it became our property and responsibility. Our strategy for that unit is irrelevant and not her concern; and has no bearing on any discussion. That was the point of trading it in; we gave her a solution for her issue and stress. As a solution for her expectation that she would have time to retrieve some items from the trade, and lack of communication, we have already compensated her with a check for $1500 as “good will” when we didn’t have to.
  
  She received $2500 for her trade that needed a motor, which negated any value the vehicle may have had. So, any price above what she felt she should have paid was absorbed by that trade allowance. Additionally, we also covered the transportation cost to tow her vehicle from Columbia since the vehicle was undrivable.
  
  Her implication that we made profit is correct. It is our job to sell products for profit. Her implication that we made unfair profit is incorrect. We also compensated her with an additional check for $1000 as “good will”.
  
  So, in total she has received $2500 after the deal was concluded. We have offered what we feel is more than a fair and reasonable compensation and stand by it. 

  Customer response

  07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because I am waiting on the additional check for $1,000 to consider this dispute resolved as the* commented on the Consumer Affairs Complaint. Once that check is received, I wil be be satisfied. 

  "We wish Mrs. ********** the best with her new Sorento and, as good will, we will send her an additional check for $1,000 to consider this dispute resolved."
  
  Sincerel*,
  
  ***** **********

  Business response

  07/23/2024

  We have sent Mrs ********** 2 different checks in the amounts of $1,500 and $1,000 to compensate her for her time and troubles. That is our best and final offer to remedy this situation. According to a previous consumer affairs complaint, Mrs ********** should have already recieved both of those checks from us. Below is a memo from Mrs ********** stating she recieved the 2nd check from us.

  ***** ********** (7/8/2024)
  As an update, I did receive a check from Kia Country in the amount of $1,000 on 6/13 with Memo "Consumer Affairs Resolution". I have yet to cash the check as I do not consider this case resolved.

  If for some reason we need to stop payment on one or both of those checks in order to get them reissued, I would be happy to make that happen. Otherwise we consider this case resloved to the best of our ability.

  Adam R*****

  GSM - KIA Country of Charleston

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 19, 2024, our 2017 Kia started lurching and having trouble with getting in gear. Brought it in and it was almost 2 weeks before they even looked at it. Got a call saying it would cost about $400 to do a diagnostic test. We okayed that. Found out that the engine started burning oil and was ruined. No warning lights, no oil light, no oil stains anywhere. Our bad to rely on these lights. This is a problem Kia is very aware of. They refused to take responsibility because we didn’t get all of our oil changes there and don’t have receipts. $10,000 quoted for a new engine. We have 80k miles on it.

  Business response

  06/25/2024

  We are sympathetic to this customer's issue.  We try to do what we can to get concerns covered by the KIA manufacturers warranty and we do advocate for the customer in situations like this. The 2017 Sorento in question, meets the requirements to be under the KIA powertrain warranty based on time of ownership and mileage. We initiated a warranty case for the concerns stated by the customer: "the check engine light is flashing and the vehicle is running rough".

  Per KIA techline, we were instructed to remove the valve covers based on the symptoms and retrieve computer codes which resulted in determining that the motor was going to need to be replaced.  When that happens at most any mileage, we are asked to provide service records for approval by KIA. 

  The current mileage on the Sorento is 92,197 miles, again, which still qualifies for the 100,000 mile powertrain coverage. Understandably, customers don't always keep all of their receipts from maintenance and this customer couldn't provide them at the time of request.  We pull a ****** report in this situation to assist with the approval to show the history of maintenance on the customers behalf. According to the ****** history report, the last recorded entry on ****** was 07/19 at 53,494 miles, which is a 40,000 mile gap to the current mileage. The customer hasn't/ couldn't produce any further records to help us get the repair approved to this point.

  We again are sympathetic to their situation and of course get paid by KIA to repair vehicles every day, so we have no issue repairing this vehicle. We are required to get approval for this engine replacement and answer the requests from KIA for whatever diagnostics they require and proof of maintenance, which we can't yet provide.  So the repair is denied by KIA at this time.

  Sometimes, If the customer calls KIA Consumer Affairs, and pleads their case, the agent they speak to is sometimes able to direct us to repair a vehicle outside normal procedures. 1-800-333-4542.

  Customer response

  06/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:  our car got damaged in a parking lot (hit and run).  5 Star Auto had the car for weeks.  They checked everything and the engine wasn’t leaking any oil.
  
  Sincerely,
  
  ******** ******

  Business response

  07/01/2024

  Again, We are sympathetic and sorry the customers vehicle was damaged in an accident.  The files attached are from a Body Shop/Collision center and are the repair estimate for body damage.  That is not the focus of this concern. We never said anything about oil leaking out of the motor or missing oil. What we are saying is that Kia denied the warranty authorization due to lack of proof of maintenance, mainly proof of oil changes.  Further, we used ****** on the customer's behalf to try and mitigate, but we have no records for the last 40,000 miles or so.  If they can be produced, then we are happy to submit them and get approval for the repair.  Otherwise, they can call the Kia Consumer Affairs number that was previously provided and plead their case directly. Sometimes that works. We often direct customers to that number, as the agents sometimes have authority to grant things that our internal Kia communication paths can't.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new 2024 Kia sportage x-line 3days and 200 miles later the complete motherboard has to be replaced and go from there to find anymore problems I said I wanted a new car and they can have this car They said they couldn’t do that if I wanted to change it out I would have to pay $4000 I just bought the car and this is a major problem since the motherboard controls the car and its functions why can’t they just swap it out??????

  Business response

  05/01/2024

  Mr. ******* brought his new sportage in a few days after purchasing it, with dash lights on and after an initial repair attempt was unsuccessful, he was given alternate transportation while we did further diagnosis. After a few days waiting on KIA to assist us, we agreed to swap him into an identical new sportage and perfect the paperwork to transfer the original sportage out of his name.  We appreciate his patience in the matter and have resolved his request to sell him a different unit and take the original back.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I brought a car from Kia country of Charleston on 10-24-2023. All the papers said the miles on the Honda HR-V EX were 8038. On the evening of the sale, the sales man was clicking buttons and tell about some of the cars features then after I drove off and checking the car stuff, I noticed that the mileage had changed Reading 8438 miles. Rechecked the papers and only saw mileage at 8038. I didn't know what to do !! I was lied to and feel that they should be held accountable for their actions. I'm paying a lot for this car. Car dealership's shouldn't LIE !! That's over 400 miles different ! Please is there something I can do ??

  Business response

  11/27/2023

  We apologize if there was a small mileage difference from what was posted to what the customer says final mileage was.

  We post the inventory online with the mileage that the vehicles have when the vehicles are acquired. At times, cars are test driven by sales managers to quality check after servicing to make sure they are retail ready, and by prospective customers who are also checking to see if they are in good order and fit their needs; as I'm sure this customer did.  There are occasions when one of those customers may take the vehicle on an extended test drive overnight or over a weekend as well.  These rides all raise the final mileage on a vehicle.  We apologize for not noticing and adjusting the mileage on this customers' paperwork. It is an oversight. There is no ill will intended.

  As a resolution, we are willing to offer 30 cents per mile for the stated difference in mileage as wear and tear. So, we would be happy to mail the customer $120 as an adjustment for the stated mileage issue.

  Business response

  12/16/2023

  We appreciate the customers concern, and we have tried to offer a solution and a cash offer of $200 to compensate for that 400 mile difference.  We again can not verify specifically how there was a small mileage difference and that there was one, as the salespeople have no recollection of her concern.

  We will be happy to send the customer the $200, and we consider this matter closed. We have no interest in disappointing this customer and have put our best foot forward. 

  Customer response

  12/18/2023

  
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership sold me a new 2023 Kia Niro EX. Within the first 300 miles, the instrument cluster went dark and I had to have it towed to the nearest dealership in Charlotte, NC where I was visiting. I was stranded for days. I was never offered any assistance by this dealership, even after I asked them to arrange a rental for me. The entire experience has me sorry I went with Kia a second time. I had previously purchased a 2020 Soul from a different dealership in another state. When I told the dealership that I wanted to turn the car in and instead get a Sportage, they acted as if I was some new customer with a used car. The deal they put together was insulting for the care I had taken of my supposedly new car. But the fact remains, this "new" car broke in the first month. I feel it is a defective product. I have an email from another dealership in the Charleston area and it expressly says: New car reliability, at used car prices. This is what I was going for in a new car, reliability. And now, between my car malfunctioning, and the complete lack of empathy and customer service in regards to this issue, frankly, has left me feeling this car is unreliable. I will always wonder now, will today be the day it breaks down again? I have warned my family members about this dealership and how this was handled. They also will not be purchasing from this dealership and I know of two cars that would have been bought by them in the near future. I felt that Kia as well as other consumers should know that some dealerships don't care at all about product reliability, or the brand. I'm sure I'm not the only customer who feels this way about this dealership.

  Business response

  03/09/2023

   

  To begin, we are both sorry that the customer had a vehicle issue and are sympathetic, as we know what its like to be out of town when a vehicle service issue occurs. And we apologize if we didn't handle the situation in a way that the customer had hoped.

  The salesperson spent a great deal of time on the phone, listening, counseling and advising the customer regarding his service situation. We were aware of a service issue on Friday, (we believe 2/24) in which the customer had a blank dash while he was on his way to Charlotte or in Charlotte.  He had the vehicle towed to the nearest Kia dealer and told us the dealer would be looking at it on Monday.  Also, he told our sales consultant that he was staying with relatives or friends and wasn't at any rate stranded. He was advised that the new Kia warranty could provide for "trip interruption" which would have provided for substitute transportation and housing if necessary; as well as repairing any defective issue.

  Thankfully, the dealer in Charlotte said they would be able to help him on the following Monday.  Logistically, that was the best alternative, as we couldn't have obtained transport for it, or a loaner car to and from Charlotte any quicker.

  Subsequently, whatever the issue with the car, it  was resolved in short order on Monday morning.

  Initial quality is a big measurement by ** ****** and the manufacturers; and Kia is among the best year after year. They strive for no issues but unfortunately sometimes issues come up. It is unfortunate that he had an issue after a short period of ownership but it seems to be resolved and the warranty will be in place for 5years or 60,000 miles of limited warranty and 10 years or 100,000 miles of limited powertrain warranty.

  Understandably, the customer was shaken by the situation and subsequently asked that the vehicle be replaced and was interested in a new 2023 Sportage instead of the Niro he presently had.  While we can't just take vehicles back after they are purchased, we offered to trade him out of the car, giving him MSRP for his trade, and into a new more expensive Sportage for $15 more a month than he was currently paying. We also offered to have his car re-inspected for customer satisfaction.

  We feel the offer that was presented was a good faith offer. 

   

   

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/8/2022 I took my 2016 kia sorento in for a burning smell coming from the engine. The svc advisor stated that I needed my valve cover gasket replaced/repair and they proceeded to complete svc. Upon completion and me driving vehicle off of lot, I still smelled the burning oil smell. I contacted the Kia svc dept to advise and they told me that it could take a couple of weeks for the smell to stop. Well as of 7/5/22 I'm still smelling the burning smell. I've contacted the svc mgr to advise and he advised that I call kia consumer. Kia consumer advised that they spoke with the svc dept and they stated my issue was from an after market filter. Which is a complete lie and I have invoices to prove it. The invoice from kia shows the alleged repair and the invoice from ******* after the alleged repair shows there was a oil leak prior to my oil change. Which means the leak wasn't repaired initially. Please help me to resolve this issue, thank you.

  Business response

  07/25/2022

  Business Response /* (1000, 8, 2022/07/11) */ to whom it may concern. the customer came to us on 3/8/22 with a concern of oil burning smell coming through vents. we diagnosed the problem as valve covers leaking oil down onto the exhaust manifold and/or engine block.. as a point of information :typically oil falls down from above onto other components as opposed to a lower seal leaking like an oil pan gasket or rear main gasket which are located at the bottom of a motor.. they can't "leak uphill". So, leaking valve covers as were observed would and often do create a burning oil smell as the oil runs down the motor onto hot components and burns. the vehicle was completed and closed out on 3/9/22. on 5/2/22 the customer came in and again complained of burning oil smell. we examined the vehicle and didn't see any further evidence of leaks other than a small drip from a fram brand oil filter which is not a "kia" brand oil filter. on 7/1 or so the customer spoke to the service director and expressed a concern over oil usage, or having to add oil. it is not uncommon for cars to burn or use oil as they age. they would cook that oil internally and it would exit through the rear exhaust. internally using oil shouldn't create a burning smell from the vents in the car. leaking gaskets could cause oil usage, but oil usage could be a result of internal usage and not related to an external leak. we are happy to re-examine the car for further leaks or recurrent leaks and run factory air freshener through the ductwork in hopes of resolving any lingering burning odor at no charge. Consumer Response /* (3000, 10, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is unacceptable, it clearly states on the invoice from Walmart that prior to them servicing the vehicle it had a leak. Which means that kia didn't repair my vehicle properly in reference to the alleged valve cover gasket repair. Also the svc mgr at kia advised me when I picked my vehicle up on 5/2/22 that I had a lifetime warranty on my engine and it would be best for the engine to blow because they couldn't find the leak. Now when the engine blows/fails, this can cause me to be at risk of harm while driving this vehicle. I can't risk my safety because kia refuses to take ownership of this issue. Even though the vehicle is burning oil. Kia is well aware of this issue with the year, make and model of this vehicle. But refuses to replace my engine. Running a air freshener through my engine won't repair the issue. Business Response /* (4000, 12, 2022/07/13) */ to whom it may concern, As we stated, we are happy to re-inspect the vehicle for oil leaks and address any workmanship issues. The customer is correct that there is a warranty extension on this unit. Unfortunately it is for a specific issue; rod bearing failure. this would result in engine failure. This is a Kia corporate campaign and doesn't cover oil usage or any other mechanical concern. We are administrators of the Kia Warranty and follow their guidelines. Again, oil usage is not uncommon on higher mileage vehicles of all makes and could cause oil loss that doesn't appear on the outside of the motor. If the motor fails within the guidelines of the written warranty extension, the motor would be replaced and paid for by Kia as provided for in the campaign. Kia dealers can't repair a concern that is outside the purview of the warranty extension and secure warranty coverage. The customer may call Kia corporate consumer affairs and discuss it with them at XXX-XXX-XXXX. if Kia gives us permission to replace the motor in question, of course we would perform the repair at that time.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 KIA Soul broke down earlier this month. I found out it was under a recall after it broke down and now the dealership does not want to repair the vehicle.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/29) */ the service department inspected the customers vehicle and in fact the motor is damaged and will require replacement. we would be and are eager to assist with this. we make a living repairing vehicles. further, we get paid by KIA for many warranty repairs and have no issue billing KIA for applicable warranty repairs. in this circumstance, the customer is asking that it be replaced under warranty or under an open recall related to the failure. the manufacturer, KIA will not allow the vehicle to be fixed under the applicable recall because a previous product improvement campaign was never completed by any KIA service department. attached is the warranty/recall history from kia which prevents us from assisting in a no charge repair. the history shows that A. the vehicle is out of warranty. B. that the applicable PI2002B campaign has not been performed and therefore is ineligible for the PI2002 warranty extension. again, we would be happy to repair her vehicle, even at a discount, but unfortunately we are not permitted to repair it at no charge.

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