ComplaintsforKia of North Austin

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  * Date of transaction: ************* Prestige bought on January 18, 2024. Maintenance ********* Select contract No. P00784300168 canceled on January 23, 2024.* Cost of contract: $3,250 * Nature of dispute: The dealership did not process my cancellation till March 23, 2024 (by *****************, Finance Director, exactly 2 months later) after dozens of e-mails and phone calls made to the dealership, the parent company (LITHIA), the administrator of the service contract ****************** Services, and Kia ******** and ************************************* Services was notified by ********************* about my cancellation on March 23, 2024. They therefore deducted 2 months' of coverage worth over $320.* The dealership has made no attempt to refund me this amount.* Case Number: SSC2527013; VIN *****************; Contract Number: P000784; Account: ********** * Estimate of time and effort spent pursuing my refund over 3 months: 10 hours times $600/hour=$6,000.REFUND REQUESTED: $320 + $6,000 = $6,320

  Business response

  06/03/2024

  I have authorized payment of $320 for the depreciation that should not have occurred. This should be handled this week. We cannot reimburse personal time at $600/hr.

   

  Customer response

  06/13/2024

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Monday, 04/08/24, while shopping for a possible new/used vehicle, I was advised that a credit report need to be pulled in order to proceed with negotiations.However, I was promised that ONLY the credit agency, Equifax, would be used and that they would not send out multiple hard inquires to different banks. Instead, Kia of North Austin generated a total of (7) hard inquiries on my credit report across all three credit agencies, Equifax, Experian, and TransUnion.These (7) hard inquiries will remain on my credit report for the next two years unless Kia of North Austin agrees to have those hard inquiries rescinded.

  Business response

  04/19/2024

  We apologize for any miscommunication that *** have led to your credit being pulled more than anticipated. We have submitted a correction request through our corporate office.  We do not know how long the credit bureaus take to update. 

  Customer response

  04/20/2024

  Complaint: 21548153
  
  I am rejecting this response because:  I was contacted by the company, *********, regarding my BBB complaint. I had to ****** search the company to confirm its legitimacy.  Of the (7) hard inquiries submitted to Equifax, TransUnion, and Experian, as of today, 04/20/24, only Equifax has completed the removal of the Hard inquiries that posted on 04/08/24.

  ********* has identified that TransUnion has agreed to remove the Kia of North Austin hard inquiry, however, it is still reflected on my Credit report (see attachment) and the timeline for removal is not known. ********* went on to advise it was still awaiting a response from Experian.  I cannot consider this complaint "resolved" until the Hard inquiries are rescinded by both TransUnion & Experian.

  
  
  Regards,
  
  *************************************

  Business response

  04/22/2024

  The dealership has done everything in its power to remedy the situation. Anything related to changes on a credit bureau takes time. That is all thats needed at the moment. 

  Customer response

  04/23/2024

  Complaint: 21548153
  
  I am rejecting this response because:  I cannot consider this matter "closed" until a formal response/action from TransUnion and Experian have been taken. With only 1 of 3 Credit Bureaus (Equifax)  taken the corrective action requested, this complaint needs to remain open.
  
  Regards,
  
  *************************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been reaching out to Kia of North Austin regarding cancelling an extended warranty for over 2 weeks and have not been provided any assistance. I've been able to get individuals from their parent company, Lithia Motors, corporate office to assist, but this ultimately needs to be handled by the dealership who is ignoring my calls and emails. I believe this is due to the commission structure revolved around these warranties. I'm preparing to seek legal assistance in this matter as it's gross negligence by the dealership.

  Business response

  03/25/2024

  We apologize for any lack of communication. The requested items were cancelled 3/20. Our Finance Director ********************* stated she spoke to the customer this morning. If there is anything else needed please reach out to me directly at ***********************************. 

   

  Respectfully,

   

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

  General Manager

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a warranty with the vehicle I bought from Kia of North Austin. The vehicle purchased was a 2023 ************ The vehicle is now paid off and Ive been trying to get the money left from the warranty. I have called multiple times leaving messages for ********************* who claims she is the finance manager. Ive also completed the form to receive the payment and have not gotten a response. Ive been dealing with this for over 2 months.

  Business response

  01/11/2024

  We apologize for any miscommunication or lack there of. The contract was canceled yesterday for the date and mileage originally given. This should process and pay by end of the month. Again, we apologize for the delay. 

  Business response

  01/11/2024

  We apologize for any miscommunication or lack there of. The contract was canceled yesterday for the date and mileage originally given. This should process and pay by end of the month. Again, we apologize for the delay. 

  Customer response

  01/11/2024

  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.
  
  Regards,
  
  *****************************

  Customer response

  02/19/2024

  Complaint: 21117875
  
  I am rejecting this response because *** or North Austin has not followed up with their actions. I have not received a refund for the termination of service plans purchased. *********** ******, lifetime oil changes ****** (only one oil change was completed with the service purchased) Kahu GPS ******, gap ******* and service plan 3250.00. 
  
  Regards,
  
  *****************************

  Business response

  03/04/2024

  We apologize if there is any confusion regarding your cancellations. We are showing that all of the policies mentioned have been cancelled. The providers have charged our billing statement and should have refunded the prorated cancellations directly to the customer or lienholder. In the payoff letter provided by the customer it ****** Kia ******* has used the gap refund at least to lower the principle payoff amount. The exceptions to this are Lojack and **********. These were added to the car prior to purchase and are not subject to cancellation. Kia ******* should have refunded the gap and maintenance or lowered the payoff by the prorated amount. JM&A (Fidelity) should have refunded the prorated service contract. Please verify with Kia *******. If none of this has happened still then please let us know. 

  Customer response

  03/04/2024

  Complaint: 21117875
  
  Kia has not prorated any cancelations. 
  
  Regards,
  
  *****************************

• Initial Complaint

  07/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I Purchased a used truck from Kia ********************** that only had ****** mile for $25,000. Within 30days the transmission went out. Although we purchased the extend warranty for additional $3,000 that they push and pressure you to purchase, Im glad I did. I have never experienced a customer service that wasnt willing to at least assist with towing cost $173 and the deductible for repairs of transmission $200.00, not to mention the extended warranty cost me over $3,000. I thought they would show some compassion since the truck is paid in full, and you dont purchase a vehicle for $25,000 that leave you stranded.

  Business response

  07/23/2023

  All preowned vehicles are sold AS IS. The Buyers Guide form is signed in finance and the buyer is offered a service contract. In this particular case it is stated that the service contract worked just as intended. Very few service contracts do not have a deductible. This is something that is the buyer responsibility and states so on signed paperwork. The tow should be reimbursed by the service contract provider if the repair is a covered repair. In this case it appears to have been. Although we never want to see a preowned vehicle have issues soon after purchase, everything was done as it is intended to do. The complaint is a testimonial on why service contracts are offered and the value they bring. No one wants to deal with mechanical issues after purchasing a vehicle. However, this one was preowned and the state mandated Buyers Guide form was signed to protect both parties. We deeply regret that the customer has had issues but personal responsibility is part of vehicle ownership. 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This all started probably back in May* The power steering had gone out in our Kia * It hadn't been leaking or making any squeeling noises to warn us of the problem* The vehicle went to the Kia ********** and we were told it was the power steering pump* We were sent a video of the tech diagnosing the vehicle and he starts offf by saying the power steering was rough* Rough? The power steering was gone! He said his main concern was the power steering pump but didnt say why, but went on to talk about the valve cover gaskets leaking* It was $1,300*00 to replace the pump** After they replaced the pump we had drove for approx* 30 miles and the crank shaft pulley fell off* So back to the ********** it went* We were told it would be another $1,300*00 plus the $300 they spent on towing* They told us the reason the crank shaft pulley fell off was due to the valve cover gaskets leaking* We have spoken to 3 other mechanics and they all agreed with us that the crank shafrt pulley did not just come loose and fall off all within driving 30 miles* *** also that it was probably the loose pulley to begin with that caused the loss of the power steering not the power steering pump* With the crank shaft pulley loose there was probably oil leaking from the gasket behind it also* I wish I was able to upload the video I was talking about to this letter but I couldnt get it to happen*Now its going on 2 months now since we first took the vehicle in and they did the wrong diagnosis*It still sits there today* I should also be compensated for that* *** had to rent a car, borrow a friends car(but also pay them for it) and try to **** to work by any means possible* this whole situation is totally unacceptable*

  Business response

  08/02/2023

  Hello,
  
  
  
  *********************;                      
  Service Manager
  Kia Of North Austin 

  Customer response

  08/18/2023

  Complaint: 20308751
  
  I am rejecting this response because: you totally don't get it. IT WASNT THE POWER STEERING PUMP TO BEGIN WITH! OBVIOUSLY I T WAS THE MALFUNCTIONING CRANK SHAFT PULLEY!  You just assumed it w a s the pump. But the pump wasn't leaking or squeeling or any of the other things it does when it's going out. When you put on the new belt it worked for a minute just that. A minute. Even if we had fixed the valve cover gaskets the harm already had been done to the seal and that would of had to be replaced. But no where did you say anything about the crank shaft seal. And the pulley DID FALL OFF! WHEN MY HUSBAND OPENED THE **** THERE IT WAS AND HE PICKED IT ** IN HIS HAND. And if this oil leak was as bad as you say why were we not low on oil? We hadn't put any in recently. There are no oil spots on our driveway either.But what it all boils down to is you replaced the power steering pump when you should of been taking care of the crank shaft that caused my steering to go out. You know you are wrong.

  
  Regards,
  
  *********************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car in July of 2022. Was told it passed full point inspection and was in great shape. 3 to 4 weeks after we had the car the battery died and we had to get a new one. We assumed we had left a light on. A month or so later another battery died. A third time we replaced the battery but asked the service center to take a look at it to make sure it was fixed. They tried blaming us saying we had to the wrong battery but I told them that this was a the 3rd battery already. They said would look and all they did was charge me for a new battery and send me on my way. This week the battery died again and I had buy another one with my own money. 4 days latter the car was already dead. I called the service center they said they don't have to do anything and I have to pay them to get it towed to them to find out what's wrong and then they'll charge me for that too. They also said I should expect a used car to not work. Even though we had battery issues literally weeks after getting the car and gave them a chance already to fix and all they did was charge me and still not fix it. This is on top of their shady financing approach where they refused to provide me the interest rate even though my credit score was in the mid 750s they tried to charge me 10% rate. I luckily calculated it myself and told them I knew they were trying to rip me off. I can provide the repairs done by ******** Services when the battery died weeks after purchase @ ************************************************************** and all the auto parts receipts for new batteries I paid for personally.

  Business response

  06/23/2023

  *****,

   

  Has the repair been completed at the other locations? If not, I would like to take another look. Although preowned vehicles are sold AS IS we would like to help. Sometimes certain electrical issues can be hard to reproduce when at the shop if they only happen intermittently. Please contact **** at ************ and he will take care of you. 

   

  Respectfully,

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

  General Manager

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had an ongoing issue with my car (I am the original owner) -- the car keeps burning off oil between oil changes to the point where the oil light comes on well before I am due for another oil change. I have taken my car to both South and North *** of Austin, had testing and attempted repairs done and the issue is still ongoing. The car is still under a ******* mile powertrain warranty, but the dealership says that the car is burning off just enough oil to fall under acceptable *** standards. This has made my car very unreliable and unsafe to drive as well as costing me hundreds of dollars in attempted repairs and extra oil changes. The dealership has stated that the only way to escalate this issue is through *** Customer Affairs and I have gone through their chain of command with no results.

  Business response

  12/20/2022

  Good Morning,
  
    Thank you for reaching out to us. After reading the below issue I wanted to see if I can clarify or assist in any way. It sounds as though the vehicle has visited two separate KIA ****** which are both independently owned and operated. The manufacturer seems to be the on who is denying any repair(s) under their warranty guidelines. This would be the case if you are burning one quart or less every ***** miles as KIA ****** that this falls with their parameters of normal operation on vehicles that are approaching higher mileage marks.  If you are burning more than this or you believe you are I would recommend returning to either location to start another consumption test. The manufacturer will not authorize any warranty repair(s) unless this test is performed and its findings conclude that more than one quart of oil is being burned for every ***** miles.  I do understand your position and any frustration you may feel. However regardless of which KIA ********** you visit we are only authorized repair facilities and must follow the manufacturers guidelines; this also includes their authorization to perform any repair.  Have you contacted them directly about this situation as of yet? You may reach KIA ********************** ******* at 1-800-333-4542and speak to a consumer affairs agent to see if they can either provide their explanation or allow one of their dealers to begin a repair for you. Unfortunately anyone at a dealer level cannot approve or deny warranty, that is the sole responsibility of the manufacturer. I hope this helps a bit, I would be happy to discuss this further if you need assistance. However if you have not reached out to the Manufacturer at all, I would highly recommend starting there. Thank you for your time and allowing us to respond to your inquiry.  
  
  Respectfully,
  
  *********************
  Fixed Operations Manager
  KIA of North Austin
  *****************
  
  

  Customer response

  12/21/2022

  Complaint: 18537978
  
  I am rejecting this response because:
  The original response provided did not resolve my issue at all, but I have since worked with **** who has been working with *** to determine a fix for my car. *** has since approved a free replacement for my engine, but I would like to keep this complaint open until the matter is completely fixed. 
  
  Regards,
  
  *********************

  Business response

  12/21/2022

  We are happy to help!Tell us why here...

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 6/16/2022, we took our 2022 to *** of ***** Austin due to a coolant leak. On 6/17/2022, Service Manager ***** said they would not be able to look at the vehicle right away, due to how busy they were. He would provide no further information.The car sat in their dealership for two weeks, and they did nothing with it. On 7/1/2022, still had little information. They said nothing was wrong with it (except a missing coolant cap, which was lost when my husband refilled the coolant.) They said the coolant loss was due to that, not any other reasons, so basically, they blamed us. They did nothing with our vehicle for two weeks, so we decided to have it towed to Kia of North Austin, where we had a better rapport with the service department there.Kia of North Austin had our vehicle from 7/1/2022 to 7/5/2022, Again, nothing was done with our vehicle in that time. We have been working with service manager ***** and service advisor ***** at the Kia of North Austin location. On 7/5/2022, ***** said they would be looking at the vehicle. We returned from our vacation on 7/7/2022 (we had to rent a vehicle for that out of pocket), and still no repairs or work had been done on our vehicle. On 7/8/2022, *** stated they did a diagnostic and that nothing was wrong except a missing cap. They told us we would only have to wait for the cap. On 7/13/2022, *** said the vehicle was ready (almost a month after we originally brought it to *** ***** Austin). We picked the vehicle up, and within less than 10 miles of driving it, we had another coolant leak. We immediately had it towed back to the dealership, and they said the vehicle was damaged. We did not in any way damage the vehicle in the less than a day we had it back. The dealership then said we would have to have repairs covered by insurance. Contacted insurance on 7/14/2022. Claim paid out on 7/27/2022 and 8/2/2022. It is now 8/16/2022, and we still don't have our vehicle back.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  THEY RAN MY CREDIT 2 TIMES AND BOTH WERE HARD INQUIRIES THAT AFFECTED MY CREDIT AND WHAT I AM TRYING TO DO. THIS IS WRONG.

  Business response

  08/04/2022

  We apologize for any miscommunication that lead to multiple credit inquires. However, ***************** filled out two credit apps online. One for a retail purchase and one for a lease. This is why there are two inquires. When you submit an app online it has disclosure to read and boxes to check. If this was done in error then ***************** may dispute the inquires and we will not persue them. However, they are legitimate inquires done automatically by the customer filling out two online credit apps. We have call recordings showing ***************** specifically asked for a credit application to fill out. When she did this it caused inquires. 

  Customer response

  08/05/2022

  Complaint: ********
  
  
  I am rejecting this response because: It doesn't matter WHAT I REQUESTED you Lied and saus you did not run it. Your rep ****** emailed me confirming and apologizing. So I Have record as well. I do not want that on my credit. You shouldn't have done it. Didn't even bother to follow up. Remove that
  
  
  Regards,
  
  
  ***********************

*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. ↩