ComplaintsforCowboy Kia of Conroe

• Initial Complaint

  11/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This place is a joke. Charged me over 2k for a vehicle that they changed the price of as I was sitting there buying the vehicle. Also to try to fix that they told me they would pay the vehicle off and I could trade it in on something else. Well then I got put upside almost 20k and they are blaming it on warranty !!! Which is not the truth. They will not give me my paperwork over the vehicle I have asked multiple times! Still won’t give me my paperwork. I just want out of this car I will be upside down on 20k to even trade in.

  Business response

  12/04/2023

  The following is the condensed facts regarding this transaction. This customer did not want to keep a truck purchased 90 prior so we canceled there extended warranty and maintenance policy and applied 100% = 3500.00 to the next vehicle they purchased.  In addition to this ********* bank  sent them a check back for 1000.00 back for there gap cancellation, To finance the expedition the bank called for over 15% interest The customer agreed and Cowboy kia applied the 3500.00 to their down payment for this transaction. I must add that the expedition was sold at 1343.12 below market vale.  The customer was later refunded 2000.00 from cowboy Kia due to a discrepancy noted after signing. This went back to the customers pocket.   Now after a year of driving, adding 26,000 plus miles, and having wrecked the expedition in addition paying 11 payments that went mostly to the banks interest fee instead of reducing the principle the customer is certainly upside down. However, Cowboy Kia does not set interest rates nor control the mileage driven or control how the vehicle is driven. All of which play a huge factor in a vehicles future trade value. In addition this customer has Warranty and maintenance and gap on the current vehicle, these can be cancelled and will significantly reduce the principal. However if they cancel and then have a mechanical issue there would be no coverage if they cancel the maintenance then they would have to pay out of pocket for all services if they cancel gap and happen to wreck the car and it is totaled they would have no coverage. I have offered all these options to the customer.  

  The customers only stated solution is for me to pay off their vehicle for them. That is simply unreasonable. The customer has paid 11,000.00 in payments then has received a total of 3000.00 back to them on a 49000.00 vehicle loan and they demand that Cowboy Kia pay off the remaining balance. 

   

   

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2016 Kia Soul from Cowboy Kia. My Kia’s engine started to act up so I took it back to Cowboy Kia where I purchased it. I was told my engine qualifies to be replaced at no charge and I was told I was going to get a brand new engine. They had my car from Jan 9, 2023 until Feb 13, 2023. When I received a phone call to come and pick up my vehicle, I was told that there were some other recommended work needed to be done on my vehicle. When I picked my vehicle up, I asked for the paperwork for the new engine with the warranty information and serial number. I was told there is no paperwork. I was also told I can’t take my car home because it needs a new battery. I was concerned with this information, so I hired a towing service to jump my car for me, so I could drive it home. When the towing service arrived, and opened my hood, I asked if that looked like a new engine, and the towing service said “absolutely not.” When I finally got home I inspected my engine and looked under the hood. The serial number is the same number of the original engine therefore the engine was not replaced. The UVO diagnostic now gives me a safety alerts that my engine control system needs to be inspected and problems with my air bags. I investigated the history on my Kia and found out it was flooded in Hurricane Harvey. Two days later When I called Cowboy Kia and asked again if there is any paperwork for my engine I was told there is no paperwork. I asked how can I prove I received a new engine and the response I received was “how can you prove the sky is actually blue?” The only paperwork I was given was a invoice with parts listed and a page that states my Kia was inspected and passed all mechanical and safety tests. This is all false info and this dealership did not install a new engine that is required by Federal Law. They lied to me and only repaired my old engine while falsely leading me to believe I received a new engine. Cowboy Kia has put me in a dangerous vehicle.

  Business response

  02/27/2023

  In researching this complaint I have found that we replaced the motor in this vehicle with a KIA factory remanufactured engine. I am attaching the invoice showing the work has been done. The engine was replaced 100 percent. When Kia replaces a motor under the manufacturer warranty they require the dealer to return the core for factory inspection. I am also attaching the core return receipt. The customer states that we did not change the engine which is incorrect. The Customer also states they found evidence the car had previously been flooded. I have gone through the CARFAX and I am attaching it as well. The CARFAX states that the vehicle is Guaranteed not to have been flooded. I have called and text this customer and have not received a response. The customer sent a picture of the engine cover that is original. When a motor is replaced due to mechanical failure the plastic engine cover is not replaced. The customer states she had to call a Wrecker to jump her car off. We have multiple jump boxes available so I'm not sure why this would have been done. The customer was informed that the vehicle was in need of 3 new tires and a front end alignment. This work was declined. The customer states that we put them into an unsafe car. I have nothing to validate this statement. I am the General Manager at Cowboy Kia and my staff is directed that if a customer has a serious complaint they are to be directed to my office or if by phone forwarded to my cell. I have received no word from Mrs. **** about this problem. I would like for these supporting documents to be viewed and taken into consideration.  

  Customer response

  02/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  
  
  First, I want to state I responded yesterday to Mark *******. Here is the exact email he received yesterday: 

  Thank you for your prompt response. What information do you need me to provide? The only information that was given to me from your dealership and service center is attached to this email. When I requested the paperwork for my new engine with the serial number, I was told there is no warranty or serial number for the “new” engine”. I was also provided a check list that knowingly falsely states my vehicle passed all inspections except my tires. 

  The papers you submitted do not prove anything nor does it prove a brand-new engine and knock sensor system was installed. What your documents do prove is now a pattern of intentional false statements, with intentional false misrepresentations for the purpose of misleading the BBB to believe that all my assertions are false. 
  
  Pursuant to Kia’s PI2002 Product Improvement Settlement Campaign, in August 2020, all Kia Service Centers received a bulletin (see attached) with specific instructions to follow. All used 2016 Kia Souls are required to be serviced and repaired BEFORE sold to the public. All updates and repairs were required to be completed before you sold me this 2016 Kia Soul. 
  
  Everything your service center did involving my engine replacement does not comply with KIA’s Product Improvement Program. I spoke with Kia Customer Satisfaction representative, and I was informed that on Jan 30, 2023, a bran hew engine was shipped to your service center for my KIA Soul. I was also informed that Kia’s tech line approved a brand-new engine to be installed.  The campaign settlement specifically states to replace with a NEW engine and a knock sensor system The bulletin also states that BEFORE the vehicles are returned to their owner to complete any other repairs under the Kia programs that needed to be repaired.
  
  All of this is very disappointing. I brought my Kia to you because I had just been given the run around by *** ********** and stuck with a 2,000.00-car rental bill that I should not have had to pay for. I explained to you that I can’t afford any serious repairs and you told me you would see what you could do. I was then told by you that I qualify for a new engine, and I was going to be taken care of. Neither of those two promises have been upheld. Therefore I have listed two options to correct this situation:

  1. Exchange for a different vehicle that is certified and has a warranty. 
  2. Buy this KIA back at the same amount you sold it to me with the warranty and return the $1.000.00 for my trade in. 

  The proof of the towing service I paid for is attached along with the notes from the recorded conversation I had with Kia Customer Satisfaction Rep

  Please respond,
  
  Deborah ****
  

  
  

  Business response

  03/21/2023

  On Document 1 page 10 you will find the original engine number that was assigned on this Build sheet .

  On Document 2 you find the core return and replacement engine numbers.

  The original engine number was ***********

  The factory remand engine number that was put into the car is ************

  As to our responsibility to provide updates on this campaign PI2002. This update was completed on Nov 9^th, 2020 at Premier Kia in Lufkin Texas prior to Mrs. **** purchasing the vehicle.

  Document 3 will show that all necessary updates were performed as instructed be Kia.

  I believe Mrs. **** is misinterpreting the PI2002 campaign. This campaign does not guarantee that a complete brand new engine is provided. It does state that an FFFF engine which is completely new or a FFFR which is factory remanufactured is interchangeable and Kia provided a FFFR factory remanufactured engine to replace the damaged engine. These engines whether new or remanufactured are not plug and play. These engines have many parts removed and reassembled on the remanufactured block. This is also following Kia tech line guidelines.

  I have called 346-573-**** and 361-557-*** as well as emailed *********@live  I have not been able to reach her at all. This is all the contact information I have for the customer. Also, I have had no phone calls or emails from Mrs. ****. She has my personal cell phone number we spoke several times prior to this complaint. I am very easy to reach.

  The issue of her stating that the engine number in the vehicle now is the same as the engine number that was sent back to Kia. That is simply not the case. The engine that she has now is a factory remand engine with the number ************. She is not responding to me so that I may show her the entire history of this work as well as verify the accuracy of what I am saying by physical verification of the engine that is currently in this vehicle. I am very easy to reach If anyone calls Cowboy Kia and tells the receptionist the call is in regards to a BBB complaint they are directed to me personally.

  Thanks Mark ******* (General manager)

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my 2020 Kia Telluride in for a simple oil change. They split the ring that seals the oil from coming out of the plug. I leaked oil all the way home until I got to my driveway and the oil pan light came on and I saw white smoke coming from hood. The motor was definitely damaged and wouldn’t work anymore. Cowboy Kia towed the car back to their service shop and proceeded to give me a loaner car. They took two months to replace my motor waiting on parts is what I was told. When I got my vehicle back I noticed the car had no AC what so ever working and I could feel and hear noises coming from the pedals of the car. The car wouldn’t even turn on at one time. When I would put the car in reverse it would vibrate and make a nasty noise until you came to a stop then it would make a smaller noise and smaller vibration in idle. Service manager Russ told me it’s all the kias make this noise , and refused to let me get my sentence in and kept talking over me. I told him the maroon and white telluride I had as loaners didn’t make that noise or feel like that when backing up and he finally said that we need to leave and call our attorney. He refused me another loaner car and refused to fix the problem of my car that THEY made! This is serval times that I’ve talked to him and he’s been rude with me. He is very unprofessional to be a manager of any kind.

  Business response

  02/11/2023

  This Customer was provider a new engine at the expense of Cowboy Kia. We provided a loaner vehicle during the time we were waiting on parts shipments. The customer was informed about the parts delays as evidenced by his statement. At no time was the customer deprived of equal transportation. Upon returning to the service department in a discussion about the noise, a loaner vehicle was being prepared for his use to allow us time to diagnose. The customer began a verbal assault on the dealership with very inappropriate language. The process was halted and the customer was asked to leave the property. Our policy is to address our customers politely and professionally. We do not expect our employee's to accept cursing, screaming, or inappropriate language. This is a zero tolerance policy. later on, after the incident I was called by the customer he wanted to state his complaint. I did explain before anything was to continue about our policy on behavior and language. At this time the customer did state that he had lost his temper and used some foul language earlier with the service manager. He agreed to discuss the matter civilly and I listened to the complaint. I advised the customer to bring it to me right away and that i would look at the vehicle personally. The customer brought the car in that same evening after service closing with  over an hour of putting the vehicle through various load condition we finally were able to here the noise described in this complaint. I issued the customer a loaner vehicle and informed the customer that first thing the next morning  the car would be diagnosed and fixed. The next morning the vehicle was diagnosed and repaired. The customer was called and left a voicemail reporting that the car was repaired and could be picked up. I am the General Manager and we went far beyond most any expectation of customer service in an attempt to take care of this issue, even after being verbally assaulted by this complainant.        

• Initial Complaint

  03/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently had an unauthorized transaction occur in my checking account for $500.00 dollars in March 1st from Cowboy Kia. I am reporting this because I had an amount of 3,802.58 dated in February 25. That same day I went to Cowboy Kia and paid an amount of $2,000, however paying $500 four times. As a result I was left with 1,802.58 prior to the transactions that came after. I want to know why was there an additional $500 dollars taken out of account when I never used my debit card on March 1st for this exact amount. I ask this because each time I make a transaction it immediately posts. I would like to know the answer to this problem.

  Customer response

  03/04/2022

  Better Business Bureau:
  
  This letter is to inform you that Cowboy Kia of Conroe has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/3/2022 and assigned ID ********. There is no need to move forward with the complaint, both the business and I have come to a resolution
  
  Regards,
  
  Keana ******

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