ComplaintsforClassic Kia of Carrollton

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought *** ****** 2021 model with fully warranty covered by the dealer, Classic *** of Carrolton, Carrolton, This being my first car after my studies I had so much dreams about the car, but suddenly transmission failed , I had to toe to the agency and they refused to fix the tranmission part , though warranty was there , water went inside the part, this is ridiculous because , I drive sparingly and careful with the vehicle handling. There was no way the would have gone because the car was fully covered vehicle. Therefore I need a replacement of this car or refund the full amount to me

  Business response

  06/11/2024

  This consumer purchased a pre-owned vehicle from our ********** in early 2022 and it was in fact a certified vehicle with coverage from **** Since her purchase in 2022, the vehicle has never returned to our ********** for any type of service or maintenance. The consumer only came to us just recently because another *** ********** denied coverage to repairs due to water damage under the driver seat that caused corrosion to a part. Upon a review by *** and not Classic **** it was deemed to be a non covered issue due to negligence. I have seen the car with my own eyes and there was obviously some liquid either spilled or perhaps water entered the car from the recent flooding in north *****. This is not a Classic *** issue as the warranty and decision to cover or not is from *********** This has been explained to the consumer and is indeed unfortunate but out of our hands.,

  Customer response

  06/13/2024

  I am rejecting this response because:   I never took the car with water pouring on the transmission, they were not ready to fix it , because it was a costly warranty and they intentionally tried to avoid the case , it is clear violation of their commitments, They should fix my issue after talking with ***, *** manufacturers can not sell this type of defective peace to customer

  Thanks

  Apraajaitha

  Customer response

  06/13/2024

  More it is ridicules to talk about TX flooding, because we never have driven through flood areas and not even knowing where the flood was happening because most of the time the car was in my garage as I was out of ** for about 18 months. So, this reason cannot be accepted, and we have been doing regular oil changes as well. If not, dealer ship it is *** who should take responsibility and they are selling substandard and poor-quality cars to the public and they are evading from their commitment and responsibility.

   

  This needs to be supported and *** should compensate me for this 

  Thanks

  Aparaajitha

  Business response

  06/17/2024

  I really have nothing further to add other than this was a claim denied by the manufacturer, not the dealership, after seeing obvious water damage to the part in question that is directly under the front driver seat. It was very obvious just by looking at the dried and water damaged papers under the seat and the corrosion on the metal. While we understand it is a costly repair, it was not due to the vehicle build or bad part. No manufacturer would cover this type of repair.

   

  Customer response

  06/17/2024

  Hey

  Thanks for your coordination.

  Here, I did not keep logging below my driver's seat. Moreover, this involves only light and lady driving, and I used to take only for some shopping and very occasionally to see my friends. Not even gone for a long drive and just some papers were crumpled below my seat, does not lead to any type of great water pouring. Moreover, Is *** so weak assuming half a bottle drinking bottle is getting poured on the floor of driver's seat, will lead to so much of corrosion to the transmission failure? How are they competing in the world market? It is a big surprise; it means they are doing lots unscrupulous and substandard parts in the car. Otherwise, how is it possible it cannot withstand half a bottle of water. Unless this car was in great flood, choked in flooded with water, yes it would have been possible for the transmission failure. 

   

  The fight is unprofessional and giving misrepresentation of facts about the Warranty. How can sell a car with Warranty where warranty is not fully covered and it leads to fraudulent representation of facts 

  I am positive there is something that is preventing them to fix my issue. Other big companies ************** do not have this type of problems unless it goes beyond 150K, which is absolutely acceptable, with less mileage with light usage how it is possible. Do you think I would have poured several big buckets of water in the car?  

  This needs thorough investigation, in fact *** manufacturers should take responsibility and fix the issue then only they can compete with world

  competition.

  Thanks

  Aparaajitha

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was repaired at this dealership, and I observed damage to the exterior upon picking it up, which appeared to be hail damage, but Im no expert. The service manager refused to assist me with these damages or provide me any information or contact and neglected all responsibility..

  Business response

  04/02/2024

  This consumer made false claims to us about hail damage to his vehicle while at our facility for repairs. When he came to pick it up, he went to his car after he paid and then came in and claimed he must have received hail damage while his car was at our dealership for mechanical repairs. First of all, "IF" it had indeed hailed at our location while the his car was here, his insurance would still be responsible the same as it would be if he were parked in a ******* parking lot. More importantly and sticking to the facts, there has not been hail at this location for more than 3 plus years. This is something that any insurance company would verify before paying a claim. I am actually surprised that he is trying to commit insurance fraud but if he does, he needs to do it with his own insurance company. This of course can all be verified by weather and damage data through any insurance company, not to mentioned that none of my over 300 cars on my lot have any hail damage.

  Customer response

  04/02/2024

  I am rejecting this response because:   Your service manager was the person that stated it was Hail Damage I never made this diagnosis as I am not a professional. I just presented the damages. Im not sure how they were caused, but they did indeed happen while the vehicle was located at your facility.

  Business response

  04/02/2024

  Once again, this person's car was not damaged at our facility. After he spoke to our service manager, he left without the vehicle. I personally went out and looked at the customers vehicle and it did indeed look like hail damage as there were multiple dings on the roof rails which are almost impossible to repair by a dent and ding specialist, rather it would need a body shop to replace. That is why I know it did not happen at our facility because there was no hailstorm in our area at any time his vehicle was there and once again, we would not be responsible. This would be covered by his own insurance. It could just be as simple as he did not notice this damage before as they were smaller dings. Having said that, we are not responsible and will not communicate further about something we did not do.

  Customer response

  04/03/2024

  I am rejecting this response because:   The response is irrational, immature, and not logical. I have no confidence of resolution with this unprofessional representative. 

  Business response

  05/23/2024

  We have since verified that the car in question does not belong to this person filing this complaint and as such should be removed. He has filed a law suit and our attorneys will handle all further communication.

  Customer response

  05/23/2024

  I am rejecting this response because:   The vehicles ownership is irrelevant. And in fact, the vehicle in question is a company fleet vehicle. I am indeed the owner of the company this complete will not be removed and the lawsuit is being pursued. I am in communication with the lawyers who are seeking resolution, but I am also requesting a personal apology from the dealership before removing any of my complaints and negative reviews. Please also see that my negative reviews have been viewed by more than ****** people and I have been highly thanked for my contribution for reflecting light on this dealership. I am also forwarding all this information to Owner and ****** how poorly the situation has been, and is being handled. This is very bad for business.

  Business response

  05/23/2024

  There is no reason to go back and forth with this consumer. He filed a frivolous law suit that will be dismissed soon as he has no proof of any damage we caused and has also asked for lost wages which didn't happen because he saw dings we he picked up his vehicle after having service work performed. This was just an obvious attempt to repair some previously unrepaired hail damage in our estimation and because lawyers are involved, we can have no more correspondence with the NON-Owner of this vehicle. It is not his car and it is not in a business name. His lies seem to continue. He also had several people do negative online reviews that ****** has removed.

   

• Initial Complaint

  09/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Friday, Aug 4, 2023 the problem somewhat began after the purchase of a vehicle and the down payment. I did not receive all of my paperwork (only papers in an envelope to drive the vehicle) That following Tuesday, I began to call *************** at the dealership to inquire on my papers, for several days I left messages. No one returned my calls. I finally sent an e-mail to finance (*************************).He responded a few days later and stated that he would sent my papers. After a couple of days, I received the papers. At this time, I discovered that there several Items on the invoice that I was not aware of, which was the reason the car cost so much money and the reason I was told I needed to put $20,000 down on the car to get close a payment I could possibly afford. I explained I was a Senior Citizen on a fixed income and could not pay over a certain price. The car was listed between $31,000 & $33,000. When I received my paperwork the cost of the car totaled over $40,000. I have been trying to resolve this matter through the dealership and their **************** (Kia ******* ************)a Case# **** **** and Ref# ***** 301 **** was given to me. Many calls were made to customer serv. without any assistance for *******. This past week (September 22), I called *************. again, (because I had not heard back from anyone over the weeks) I was on hold for 1/2 hr. just to be told that the dealerships are independently owned and that they could NOT do nothing on the matter. I do have more detailed documentation if needed. By the way, as mentioned earlier, I am a Senior (75 years old) and the vehicle issued to me has a Turbo- engine, which is not good for me. I have been very troubled/feeling sick over this matter, I have complained to other entities since August and no one has helped me resolve this matter.It's hard doing business with companies that take advantage of people. I do not want to continue driving a vehicle that represents there brand.

  Business response

  10/16/2023

  Upon receiving this complaint, we interviewed the staff involved and pulled phone records to verify calls, if any we may have received from ****************. The first correction that needs to be addressed is the price of vehicle she indicated as $31,000 to $33,000 was in fact $33,410 plus dealer added equipment that is displayed on all vehicles and was in all the paperwork she signed. As to her calling for assistance multiple times, we checked our phone system and there was never a call received from her number after the sale. Once the email was received, the $1,381 warranty she purchased was cancelled and was refunded before we even got this complaint.  As to her issues with Kia ********** we cannot speak to those issues. I am guessing that is who was not returning her phone calls. As to a refund, it has already been sent to her lien holder as per required by state law. The $40,000 she speaks of includes tax, title and license fees from the ************** totaling nearly $3,000 and those are not the dealership fees. It is truly unfortunate that she feels like she was not treated fairly and we hope that we can continue to help her in her future automotive needs.

  Customer response

  10/22/2023

  I am rejecting this response because:   Please see attachments.

  Business response

  10/26/2023

  The attached files show the customers product cancellation form dated 9-12-2023. The warranty of $1,381 was processed the next day, 9-13-2023 and funds were then sent to Kia ******* as stated before. The tire and wheel coverage $399 was also processed and once we received payment from the insurance carrier on this product we cut a check for $399 to Kia *******. Those are in the documents attached. As for the $20,000 down payment, this was based on what the customer expressed she wanted to put down after 2 days of being at our dealership and finding the right car with all she requested. The down payment was at the request of the customer as witnessed by her sales rep and her son, who joined her during the buying process. As for the price of the car, it is clearly on the documents she signed and provided to the BBB. Again, outside of her deciding she did not want a warranty or tire and wheel after signing for them, no one at our store involved in the process was ever told there was an issue. Those products have been cancelled and 100% refunded to her ******* company. The final buyers order she signed merely took all dollar amounts disclosed on the payment sheet and rolled them into one number, which is required on a bank contract. Warranty and insurance products must be disclosed separately, which they were.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While attempting to help our daughter purchase a car in Texas by phone, I talked with salesnan Devin H****. He said the model we were looking for was on a truck and would be delivered by October 22, but might be in sooner. I told him I was going to continue my search, but in the event I was not able to find another car for my daughter by the time that car arrived, I would contact him. That was when He offerred to ensure no one else would purchase that car if I gave him a 'fully refundable $500 deposit'. After reassuring me that I would get the deposit back, I agreed to use my credit card for a 'fully refundable deposit' Over the following few days, I called him again, and he re-assured me about the 'fully refundable deposit'. Our daughter did finally find another car on October 8th and we notified Mr. H**** on Monday, October 10th. He was didappointed and the convo was short, with no mention of the $500 deposit, us assuming they would refund it. I waited a reasonable amount of time (Oct 16) and texted Mr, H**** when no return of the deposit had occurred! It was at that time when Mr H**** texted back the deposit was 'unrefundable'! We want a reversal of that credit card charge or direct refund of that charge.

  Business response

  12/30/2022

  Business Response /* (1000, 5, 2022/10/20) */ I am not sure as to why this complaint was submitted by Mrs. *******. After reviewing with my management team, I was able to verify that a deposit was taken and the customer then backed out and requested a refund of said deposit from the salesperson. We typically do not do non-refundable deposits but once Mrs. ******* spoke to a member of our management staff, it was determined that the sales person did not properly communicate this and a refund was given immediately. We apologize for the timing, as our management staff was not aware of the cancellation prior to speaking with Mrs. *******.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've purchased a new 2022 Kia Sorrento and I paid $8000 cash I never got a lower amount loan they were not willing to work with me after I called back to see about lowering the loan amount and to take off some of the maintenance fees off the vehicle the Gap insurance cancellation and service maintenance. I was misled And lied too another person that I talk to when I came back into the Kia on 14th September his name is Michael Williams he is in the finance department he told me that I wasn't able to cancel the gap insurance because it was through the auto loan department however I did get a second opinion and I called the auto loan bank my loan is with and they did tell me that I can cancel but it had to be through the car dealer another missed lead information. These people did not work around my budget my car payment is $719 a month. I put a lot of money down and it didn't show for anything to lower the loan amount and the amount of the loan is still high I was ripped off as a woman going into this dealership alone and purchasing New vehicle .I called the financing department at the dealer no help I talked to John Nassif who is the Director for New car sales he hung the phone up in my face he was very rude .. I reached out to the sales guy who sold me the car his name is Ali he never reply back to my Text message. I wanted to do the flat cancellation to return the car they were not even willing to do that they said I was unable to bring the car back. I contacted the loan bank I informed them everything that has been going on I purchased my car on 12th of September and I have called the bank auto loan department to inform them of the miss lead information and the disrespect the unprofessionalism and no cooperation with the dealer they will not let me do a flat cancellation as a consumer buyer I should have the right to bring the car back it only been 5days since I purchased and they are not willing to also remove the Gap insurance the maintenance/Services fees.

  Business response

  01/04/2023

  Business Response /* (1000, 5, 2022/09/29) */ The customer has spoken to several managers at the store since her purchase and we also have text messages showing her communications with the finance manager. The customer came in for one vehicle and then moved to a larger more expensive vehicle, therefore her expense as to monthly payment would obviously rise. Of course this was her decision and she knew the payment when she signed. as for the $8,000, that was her down payment. again this has nothing to de with the price of the car, so we are not sure why she even brings it up. After 2 days had passed she expressed buyers remorse and wanted to look into returning the vehicle. She text this to the finance manager but never showed back up to our dealership to speak with anyone in person. a few more days later she text the finance manager about cancelling products she purchased in finance. again, she was told to come in and sign cancellation forms but did not and has not come in to do so. She then sent another text asking how to use an option on her new car as if there were no issues anymore. This customer is more than welcome to come in and cancel any products she wishes to but up to this point she has not. We are also more than willing to trade her out to a less expensive vehicle if that will help.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my first Kia last August (2021) when my second Toyota lease ended. In January of this year (2022) I began having a few problems such as the passenger side door pops when opened and the trim around my windshield is pulling up and is loose. I called the dealership where I originally purchased the vehicle and was told the parts would be ordered. I have made numerous phone calls, text messages and another trip to the dealership all the while being told they are waiting on the parts. Please, I just want better commucation and the bad parts replaced with the new parts supposedly ordered and installed.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/07/11) */ My Service director and Ms. ***** have spoken and my understanding is that there was a lack of communication on a parts order that may have resulted from an employee that is no longer with the company. They have already scheduled an appointment to perform the work needed and I do believe the issue is resolved but it was a failure on our part to communicate with Ms. ***** after the employee originally helped her was no longer employed. My understanding is that everything is good now.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been in contact with a sales representative from Classic Kia of Carrollton who has been looking for a car for me since late March 2022. He informed me on May 5th, 2022 that he found the car I wanted and I told him that I was interested and plan on financing through my bank. He said this was great and asked me to come in to discuss further, when I came in he attempted to convince me to finance through the dealership but I firmly told him that I had already chosen to finance through my bank, Credit Union of Texas. On May 6th, I told him exactly what bank it was and he said that this was fine, he asked for a $500 non-refundable deposit that would go toward the car price and I requested a purchase order to give to my bank. The loan agent from my bank informed me that the purchase order was missing the VIN number of the car and that they would need this number to move forward with the loan. My agent contacted Kia's financial services to try and get this information on May 10th and they kept saying they would provide this information but never did; two weeks passed. I personally called the sales representative asking for the updated purchase order which he said he would provide but never did. When I demanded this information, he tried to convince me again to finance through the dealership which I firmly told him no. He still did not give me the updated purchase order. It got to the point where I personally had to go to Kia and get it myself. When I got there he tried to convince me a third time to finance with the dealership and informed me that the dealership no longer does outside financing. I was never informed of this rule of no outside financing at any point before today May 28th. I believe that the sales representative intentionally withheld this information from the beginning in hopes that I would give in and finance through the dealership because when I firmly told him no for the third time, he decided to reveal this key point

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/06/01) */ As of June 1st, 2022, this customer has yet to purchase a vehicle from my dealership. It is the company policy, not to accept outside financing and that has not and will not change in this transaction. We are totally ok with this customer purchasing elsewhere if he does not agree with our store policy and a refund will be given if not done so already. Consumer Response /* (2000, 7, 2022/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with receiving my refund and will not be purchasing the car from this dealership because of this unfortunate experience.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6-5-19 Bought new 2019, Kia Sportage from Classic Kia of Carrolton. 9-23-21 Radiator began shooting fluid from the grill. Mileage 12,800. Classis KIA said is a non warranty issue, I should claim on insurance as road hazard. The earliest available appointment would be in 2 weeks and I would need to pay a diagnostic fee for an estimate. Although the car had not been in any accidents, I accepted this denial of warranty service to get this replaced ASAP. 10-7-21 Radiator replaced. After the replacement, I realized the radiator is behind the AC condenser. For the radiator to be damaged by road hazard it would have to first penetrate the AC condenser. There is no damage to the AC condenser. It is working fine and holding coolant 5 months later. I called Classic Kia to discuss. The earliest available appointment to bring the radiator in was 11-4-21. 11-4-21 Took car to Classic Kia for recalls and to discuss the radiator. Advisor said it is highly unlikely for the radiator to get damaged by road debris without damaging the condenser. I requested the manager. Carlos E******** escorted me to his office to discuss concerns. He propped the defective radiator against the wall in his office, jotted my name on a scrap piece of paper, said he would discuss this with a representative, and get back with me. 12-21-21 Emailed Carlos to follow up. He left a message he has not seen the rep. 2-16-22 Again emailed to follow up. His reply "Our kia dpsm wants us to pressure test the radiator and pending results, he will make a decision and I will get back to you. I will email or call you once I get that done." 2-22-22 Emailed my reply. "May I ask what results you are looking for in this pressure test? Are you trying to determine if the radiator actually leaked? I assume this test is already scheduled since you have had this more than 3 months. Can you please explain why a defective radiator on a car with less than 13,000 miles would not be under warranty?

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/28) */ Ms. ******* did purchase her 2019 Kia Sportage from this dealership new in 2019. As for repairs to her radiator, we were not involved because we could not get her vehicle in soon enough for her. This was also true at other dealerships she called. I am not sure who did her repair but it sounds like it was NOT a Kia franchise dealer. Based on misinformation she received from whomever replaced the radiator, she reached out to us to have us inspect the radiator to see if in fact Kia would have covered the repair. Of course we obliged and notified Kia and they authorized us to diagnose without cost to us or the owner. Once we ran the test, it was obvious the radiator had damage as can be seen through the video we shared with Ms. *******. I see no reason why there would be a complaint against this dealership since we did not cause the damage or handle the repair and Kia rejected the claim as a warranty issue due to obvious damage as noted in photos and video.

*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. ↩