Complaints

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.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have a lease for a 2023 Kia ******** and this is the 3rd time I have been having mechanical issues. When I take it in to the dealership to get serviced, there is nothing they do to compensate for a loaner vehicle or reimburse **** costs. I have contacted *** corporate to see if they can do anything, and they give me one solution: I can get a rental vehicle and they MIGHT reimburse me. This is not a viable option, as they are not guaranteeing that I can be reimbursed. My car has been in the shop since Tuesday Morning 2/11/25. On Wednesday the mechanic had the day off, Thursday they were waiting to hear back from Kia ********* to see what needs to be done. Today they are finally running tests on the vehicle to target what is actually wrong with it. But they refuse to give me a loaner vehicle or reimburse **** costs.

  Business Response

  Date: 03/07/2025

  Thank you for sharing your experience. We understand how frustrating it can be to be without your vehicle. Our goal is always to complete repairs as efficiently as possible while following Kias guidelines to ensure your vehicle is properly diagnosed and repaired.
  
  Decisions regarding loaner vehicles, rental reimbursements, and warranty-related processes are determined by *** Corporate, and while we advocate for our customers, these policies are outside of the dealerships control. That said, we remain committed to keeping you updated and getting your Sportage back on the road as quickly as possible.
  
  If you have any further questions or need assistance, feel free to reach out. Were here to help.

• Initial Complaint

  Date:09/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Deceptive Trade Practice at Kia of North Austin On Saturday August 10 2024, I had an appointment to look at a 2023 SUV advertised for $30,998. After meeting with the sales rep ******* he offered to repair the windshield which had a rock chip to help with my decision. He initially offered me $400 for my trade in, a 2014 ****** Prius but raised to $500 which was still low compared to other dealers like Carmax at $1000. It wasnt until he got his sales manager *****, to take off $1000 off the listed price that I decided to buy it. At the agreed price of $29,998.00 plus $500 for my trade-in, and a new windshield, I accepted the deal even though the trade-in offer was low. I paid $3,000.00 down towards the purchase of the vehicle. Price of the vehicle: $29,998.00 Trade in: $500.00 Down payment: $3,000.00 Total: $26,498.00 At the time I knew that the down payment would cover the tax, title, and licenses; which would put me back up to close to $29K. Towards the end he handed me a flash drive with all the paperwork for the vehicle. All the documents I needed and signed were all on the flash drive. At the time I thought I was only in **** for roughly $29K. It wasnt until I tried to add the car onto my insurance that I found out that the cost had ballooned to $40,941.03 and that was with the $3,500 for my down payment and trade-in. The contents on the flash drive were limited and did not clearly show what the additional charges where. I had to go back to the dealer and get a hard copy of the itemized breakdown of all the additional charges that amounted to over $11,759. The Scam: They declined to remove the last 2 options or additions listed below.$ ******** - Perma Plate, covers any paint surface from discoloration on the outside and the leather seats on the inside.$ ******** - Windshield, covers rock chips or damage

  Business Response

  Date: 10/06/2024

  We are a full disclosure transparent dealership. All negotiations are done in writing and compliant with all governing agencies. That said, Finance manager ******* ******** has reached out directly to you in order to process a full refund of all ancillary products. Although the products described are technically not cancellable, I have directed him to reach out to you in order to make sure you are satisfied with the end result. I apologize for any miscommunication that may have led to this situation. Please contact me directly at *********************************** so I can insure that you are satisfied. 

   

  Respectfully,

   

  *** *****

  General Manager

  Customer Answer

  Date: 10/07/2024

  Complaint: 22341933
  
  I am rejecting this response because: 

  ******* reached out to me via phone and informed me that his General Manager approved the cancellation of the  Perma plate appearance protection  and Perma plate windshield.  I had requested the name of the General Manager so I would have someone to hold accountable.  When I received the email from *******, he did not provide any information other than to say that the cancellation was approved.  There was no one else on the email chain other then himself; no mention of the General Manager or anything.  This to me appears to be another form of deception to get me to drop my complaint without any other form of approval from his organization. 

  Keep in mind that it was ******** actions that prompted me to take action and now I am to trust the very person that cheated me to make this right?  This is the same person that stated that there was nothing that could be done the entire time and now all I have to do is drop my complaint and a check will be mailed out to the bank for the funds he cheated me out of?  Anyone can send an email like this; This makes no sense why he would not include the General Manager in this email or provide additional assurances that this is a legitimate solution that was approved of by upper management.

  Up to this point I am still being charged interest for $40,000 instead of $29,000 dollars.   They didnt have a problem taking my money instantly but returning it has been a challenge that I am paying for in interest.  I was initially told that $8K should drop off sometime in October but that is yet to see. 
  

  Regards,
  
  Tu ****

  Business Response

  Date: 10/08/2024

  My apologies as I thought my response contained my email with BBB.

   

  Please email me directly at *************************************************************.

  Customer Answer

  Date: 10/10/2024

  Complaint: 22341933
  
  I am rejecting this response because:

  To whom it may concern,
  Update on the Deceptive Trade Practice at Kia of North Austin
  On Sept 26, ******* reached out to me via phone and informed me that his General Manager approved the cancellation of the Perma plate appearance protection  andPerma plate windshield.  I had requested the name of the General Manager so I would have someone to hold accountable.  When I received the email from *******, he did not provide any information other than to say that the cancellation was approved.  There was no one else on the email chain other then himself; no mention of the General Manager or anything.  This to me appears to be another form of deception to get me to drop my complaint without any other form of approval from his organization. 
  Keep in mind that it was ******** actions that prompted me to take action and now I am to trust the very person that cheated me to make this right?  This is the same person that stated that there was nothing that could be done the entire time and now all I have to do is drop my complaint and a check will be mailed out to the bank for the funds he cheated me out of?  Anyone can send an email like this; This makes no sense why he would not include the General Manager in this email or provide additional assurances that this is a legitimate solution that was approved of by upper management.
  Up to this point I am still being charged interest for $40,000 instead of $29,000 dollars.   They didnt have a problem taking my money instantly but returning it has been a challenge that I am paying for in interest.  I was initially told that $8K should drop off sometime in October but that is yet to see. 
  
  Regards,
  
  Tu ****

• Initial Complaint

  Date:09/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased a used 2019 ****** Corolla from Kia of North Austin on 8/23/2022. However, during the purchase, the dealership did not fully disclose the transmission issues, which should have been addressed. This lack of transparency has led to significant problems and repair costs exceeding $4000.I specifically inquired about transmission issues, given the back hitch, tire condition, high mileage, and a ****** manufacturing recall. I was informed that the dealership had a specific budget for major repairs and that's why no warranty was offered.After consulting with my technician, it's clear that the vehicle's issues could have been resolved or at least disclosed during the purchase. The high mileage, tire replacement without sensors, and the back hitch indicated strain on the transmission, which should have been addressed or disclosed to me.Kia of North Austin did not inform me about the issue and sold me the vehicle "as is." I believe this constitutes deceptive business practices, violating Texas Penal Code Section ***** and Texas Business and Commerce Code 17.46(b). The dealership was fully aware of the manufacturing issues related to ****** Corollas and purposefully did not disclose them.The repair costs now exceed the vehicle's market value. Despite discussing a short sale with my lienholder, I will be left with negative equity of ($9,000) on my credit, and finding a buyer is challenging due to recent ****** class action lawsuits.I have posted an online review and reached out to Kia of North Austin multiple times but have not received a response. I am extremely disappointed with the service and the deceptive sales tactics and will not recommend Kia of North Austin to anyone.

  Business Response

  Date: 10/06/2024

  *****,

  Thank you for reaching out to us regarding your concerns. I want to express my sincere empathy for the challenges you are facing with your vehicle. I understand how frustrating it can be when mechanical issues arise, even though you've invested in a high mileage car.
  I want to clarify that your vehicle was purchased AS IS, and it passed all necessary safety inspections prior to the sale. Additionally, I note that the first documented repair issues occurred more than a year after your purchase. This timeline is important as it underscores that there was no deceptive practice involved in the sale of your vehicle.
  While I understand that this information may not alleviate your frustration, I want to assure you that we are committed to transparency and honesty in all our transactions.
  Your experience is important to us, and we genuinely regret that you are feeling let down. Unfortunately, there is no compensation owed and the dealership is not liable for any financial hardship as this was a subprime transaction and this vehicle would have been the only vehicle that would qualify to the lenders approval.  We prefer to sell new cars but since we take vehicles on trade we try to offer options for all situations. If you have a qualified co buyer we are happy to attempt to remedy the situation with a new or newer vehicle. Thank you for your business.

  Respectfully,

  *** *****

  General Manager
  

  Customer Answer

  Date: 10/11/2024

  Complaint: 22343707
  
  I am rejecting this response because I would like to request a remedy that is feasible for me, such as bringing the vehicle back to Kia of North Austin so that they can purchase the vehicle from me for $3000 as a short sale.

  
  Thank you for your response. I see that you mentioned that the timeline is important because of certain details but failed to mention the number of times that I tried to get in touch with Kia of North Austin months before having to take the car to an automotive shop that would finally look at the car a year after the purchase, due to framework and transmission issues. 
  Also, I want to highlight, that this is not my first time reaching out to Better Business Bureau regarding this issue with the 2019 ****** Corolla. However, the first time I was encouraged to try to resolve the issue internally with Kia of North Austin, to which I got no response. So I put a review on ******, and I got a follow-up but no follow-through. This led me to come back to Better Business Bureau, all of which was also happening within that timeline, throughout those months of the first year of the purchase. 
  
  Anytime I could get someone on the phone, I was told about the "AS IS" clause and to take it to the ****** Service Center. I believe the last time I spoke to someone I told them that ****** Service Care quoted me over $3000 and I wanted to speak to someone about receiving the documents for proof that there were actual corrections done to the framework before I purchased the vehicle "AS IS".
  I requested someone get back to me about receiving my down payment of $3000 due to being misled by the sales specialist (**** *********). 
  
  I explicitly had a detailed conversation with  (**** *********) about my situation as a single mother fleeing from domestic violence, and needing a reliable vehicle. This is why I explicitly asked about the vehicle's mechanical work done, because the car had the back hitch, bad tire condition with no air sensors, high mileage, and a ****** manufacturing recall before buying the vehicle "AS IS". And I was lied to about the work and given no proof upon request that there was any work done to the car before I purchased "AS IS".
  
  Failing to provide proof of the documentation that mechanical services were given to a product (2019 ****** Corolla) to these related issues (the car had the back hitch, bad tire condition with no air sensors, high mileage, and a ****** manufacturing recall) before purchase underscores that there was deceptive practice involved in the sale of the vehicle. The dealership was fully aware of the issues related to the 2019 ****** Corolla and purposefully did not disclose them.
  
  Kia of North Austin's failure to be honest and need for a speedy sale has left me and my daughter in danger and placed me under financial strain, and you want me to come purchase another vehicle at your dealership? 
  
  And continues to fail to be honest because this vehicle would not have been the only vehicle that would qualify for the lender's approval. When running my credit (**** *********) told me that also I qualified for a used Kia **** that came with lifetime oil changes. Kia of North Austin was not the only dealership that I was working with at the time. 
  
  Why would I feel comfortable coming to purchase another vehicle from Kia of North Austin, when you have failed to properly address the first purchase that I made with you that has damaged my credit, and left me with an unnecessary financial burden that I do not need as a single mother? 
  
  Coming to purchase another car from Kia of North Austin is not a remedy that is a feasible option for me and would further damage my credit and place more financial responsibility on me. Furthermore, you're asking to bring an individual as a qualified co-buyer, But I guarantee anybody who qualifies would not want to jeopardize their credit and financial standing after hearing what happened to me the first time. 
  
  Kia of North Austin has not attempted to remedy this issue at all. I think this only highlights Kia of North Austin's unethical means to make a sale and bad business practices, placing profit over people, specifically, vulnerable people.
  
  I would like to request a remedy that is feasible for me, such as bringing the vehicle back to Kia of North Austin so that they can purchase the vehicle from me for $3000 as a short sale.
  
  Regards,
   ***** *******

• Initial Complaint

  Date:05/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  * 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

  Date: 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 Answer

  Date: 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

  Date:04/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 03/04/2024

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

• Initial Complaint

  Date:07/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  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

  Date: 08/02/2023

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

  Customer Answer

  Date: 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

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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