ComplaintsforSouthwest Kia

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of purchase 11-29-23. 11-30-23 Wasnt driving correctly went to get quoted 12-1-23 was told front brakes and rotors needed to be replaced and all 4 control arms as well 12-1-23 contacted the sales man was told to take it by 12-4-23 to get looked at by service 12-4-23 comes they were to busy and was told to take it 12-6-23 12-6-23 service diagnosed it to be front rotors needed resurfacing and the front control arms needed to be replaced. 12-6-23 the rotors were resurfaced I was told to go back 12-7-23 to replace the control arms because the parts wouldnt be there until that morning. 12-10-23 around 11:30pm the front passenger wheel assembly broke off while driving 34mph cause long damage to the fender ,passenger doors passenger side back rim ,and underneath the car on a straight road. After further examination I was told the control arm by multiple people including the two tow truck drivers that the control arm did not appear to be new. 12-11-23 contacted the dealership was told to have it towed to be looked at for an explanation. 12-16-23 was told to come in to dealership to discuss trade in offers12-18-23 went in to discuss the issue was told I could only trade in for the base model on the lot or sale it back to them and be upside down $8,000. The other option was having the dealership fix the body and wheel damage.I told them to go ahead and fix it. With numerous call and text they continued to have lack of communication was told they had zero rental cars the entire time they had the car. The estimate to fix the car did not get completed until 12-27-23. 1-29-24 the car was ready to be picked up when picked up the damaged underneath the number was still there terrible paint job and broken rocker panel after pointing this out was told they would have the manager get back with me and that never happened. Present day 8-28-24 I have spent thousands on suspension work and still having issues with what should have been fixed.

  Business response

  08/29/2024

  This vehicle was sold as a used vehicle with the standard "as-is" agreement. The dealership has tried to assist on multiple occasions to provide this customer with a reliable vehicle. If the customer provides us the agreement to replace control arms and rotors, we can revisit the situation. I am understanding all agreements made at the time of sale have been completed and there is no other items due to the buyer. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased vehicle and was told I had a power train warranty and I needed to have vehicle maintenance done at dealership to not void warranty. I said I didn't want the warranty and I never signed for it but once financed it was included in my finance loan. I took vehicle in for oil change at the dealership and they forgot to tighten or replace oil plug. My vehicle started to stall and my husband discovered it didn't have any oil. So we called dealership and they informed us to put oil in it and drive it to dealership. They said they checked the vehicle out and it was good to go. My vehicle was having same issues and I returned to dealership and they informed me my piston ring was broken and they filed a claim on the service warranty they said I had. However the claim was denied due to normal wear and tear and the dealership refused to fix it and never acknowledge the problem was due to their negligence while in the care.Started 01/05/2024 purchase date

  Business response

  08/23/2024

  The mechanical failure is due to normal wear and tear and not covered by the purchased extended warranty that the customer chose at the time of purchase. The failure was not caused by any neglect or the "loose" drain plug. That concern was corrected without hesitation and caused no damage. The customer has requested are waiting for pickup. Southwest Kia does not have any coverages for customer vehicles due to mechanical failure. We have communicated this on several occasions. Unfortunately, the cost of repairs would be at the customer expense. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a complaint with southwest Kia Dallas.On July 3 2024 I took my 2019 Kia ***** in for service. Air conditioning issues (not cooling).On July 5 2024 I received a call from *** stating that the job was completed and I could come in and pick up the Car.I was charged 1700 for the work done and also received all of the paperwork and report showing the work completed without any issues.On July 17, 2024 I returned my 2019 ************** to Southwest KIA Dallas for the same issues. On July 24, 2024 I received a call from *** stating that my car was completed again without any charge because the technician missed diagnosed the issue and made the proper correction and fixed the issue. On July 30, 2024 I returned the car to Southwest Kia again.On July 31,2024 I received a phone call from *** stated that there Senior Technician went over the issue and found a leak on the evaporator coil underneath the dashboard.*** stated that they wouldnt charge me the labor cost but would only charge me the cost of the parts only under ****** I dont fell like I should have to pay for there technician misdiagnosing the problem.

  Business response

  08/01/2024

  We are taking care of the repair at no expense to the customer.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car was towed to Southwest Kia - Dallas on February 15, 2024 . After the diagnostic, I was informed that the issue was a matter of a recall and the dealership will be sending the information over to **************** Approximately a week later I was told *************** was requiring a second diagnostic to look inside of the motor to determine responsibility. I authorized the second diagnostic costing an estimate of an additional $150. After the diagnostic I was told *************** denied the claim/responsibility. The reason for the denial as told to me was due to lack of maintenance by the previous 4 owners. However, we purchased the car on January 29th, 2021 and proper maintenance has been verified during our ownership. I later received a repair quote of roughly $5,200 to replace the motor. Had this issue occurred during the previous ownership, their reason for denial due to lack of upkeep may have been justified . However, having driven this car for 3 years with regular oil changes and no issues prior to now deems their denial unjustified. This issue is now a standard recall because it was clearly a *** defect regardless of maintenance. Therefore, full repair of my vehicle is the responsibility of the corporation . I contacted Southwest Kia - Dallas this morning to request a copy of the denial documentation and was told that the supervisor denied my request indicating that they could not provide it to me because it included personal names. I was provided and RO and customer number to contact the *************** to request documentation. When contacting *************** I was informed the dealership never submitted a ticket to the corporation regarding my vehicle and therefore they were unaware of the situation and had not denied the repairs . He placed me on hold to contact Southwest Kia and when he returned to the call he told me Southwest Kia denied the repairs. The many discrepancies and deceitful practices is forcing legal action.

  Business response

  04/04/2024

  The vehicle did come into the service department as stated, the vehicle did fail the bearing clearance test and would be eligible for the engine replacement under the warranty extension. However proper Maintenance records are to be provided to proceed with engine replacement. The car fax was pulled on the vehicle to help the customer come up with the maintenance records there was not enough records recorded on the car fax to proceed with the engine replacement. After examining the records of maintenance and coming short on them the last chance we have to get the coverage is getting the additional diagnosis from the customer to remove the valve cover to inspect the engine for sludge. The customer approved the removal of the valve cover and at that time it was found that the engine had been exceptionally neglected. We took pictures of the neglected engine and sent them, and a Prior Work Authorization form to our district manager for *** and at that time it was denied coverage. Southwest Kia strives to help out our customers, but we do have to follow the guidelines that are put forth by the manufacture, and unfortunately this vehicles maintenance history and the overwhelming signs of maintenance neglect has left us with no avenue to help. 

  Customer response

  04/04/2024

  I am rejecting this response because it was indicated the records for previous owners was not located, we as the current owner cannot be held responsible for missing maintenance records for previous owners. We have owned the car for 3 years with no engine problems or any malfunctions. Internet records for multiple Kia ******* have reported the exact same error, *** has admitted to the malfunction based on the Recall issued which confirms the error has nothing to do with maintenance records, it's clearly a malfunction with the vehicle make and model. Thus making the manufacturer liable.  I do not wish to receive any communications from the dealership attempting to retract or justify this issue as all previous communication was fabricated.  We were told *************** required the 2nd diagnostic, we were told ******** denied liability.  After speaking with that office we found ******** had never been notified and thus was totally unaware of this situation. When asked for a copy of the denial correspondence, we were provided the most discourteous and asinine response saying the email contained personal names that could not be shared.  Now that we are aware of this, the dealership attempts to justify the misrepresentation by saying they do not have to follow the guidelines put forth by the manufacture. Therefore any words from this dealership are viewed as sludge, pure deceit and dishonesty in an attempt to not accept responsibility.   You're a Kia *********** representing the *************** therefore you must follow Kia ****************************************

  Business response

  04/05/2024

  Used vehicles are sold as-is. *** nor Southwest Kia can be responsible for lack of maintenance. It is with regret that this will not be covered per *** ******** policy. The ******** extension for failed bearing clearance is not a recall. It is a ******** extension only prompted by the **** upgrade. Frankly, our hands are tied. I would be happy to assist with some of the cost of repairs, but I cannot obtain repair coverage from ***. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ***** and ***** the "sales managers" still as of today have not been able to get the title from the company they purchased our truck from. It is illegal to have had this truck on their lot without the title, then to actually sell the truck!!! It has now been 20 weeks, on our 3rd set of temp tags that just expired, they have not even bothered to send us a 4th set, or to call to say that any progress has been made, we have to call or show up to only hear they have NO IDEA when they are going to receive the title. ***** likes to comment on these reviews and say communication is important however he has yet to respond to my email nor help in anyway to resolve this situation. ****** the sales person has yet to figure out what mats to order that actually fit this truck he has currently ordered 2 sets that do not fit, said he was ordering a 3rd set, will let you guess if this has actually happened...it has not. *** of America corporate has been contacted lets see if they will do anything, have a feeling they will not either. Can't believe a dealership this size sold a truck WITHOUT a title!

  Customer response

  07/21/2024

  They never attempted to contact us, we always had to call them to get any info. We finally received the plates and our bank received the title info in April. The registration was dated March so they had the registration for at least several weeks before they sent them to us  at this point we have received all we need from them but we should not have had to fight them for 5 months to get something that by law we should have had within a couple weeks.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My direct issue with Southwest Kia is them not providing any response and very poor customer service for repair needed on my vehicle. No response or status update from the supervisors nor the assigned service manager even after visiting in person, calling as well as texting the number provided to me and they still will not respond even after promising. They received payment from my insurance carrier for car repair 12/21/23. ***** called and left me a VM which I returned on 1/4/2024. This is the last time they have called me to provide any status. I did speak (after I called) with someone who was new last week who promised to provide me an update. After getting with the supervisor ***** and **** and still no response. My car was rigged to temporarily help fix issue in Nov. by ***** who is the mechanic. Afraid if not repaired correctly the issue can lead to a more serious one since they re-ran wiring in my car. I typically hate to complain or leave bad reviews, but this is truly not acceptable. I understand if parts were running behind or a gap but not communicating with customers after you have payment is not understandable or acceptable. If dealership need me to provide any call logs, texts or VMs or emails I am more than able to show that I have attempted to get a response. Thanks!

  Business response

  02/13/2024

  ****************** elected to send us her insurance claim check since she chose this location as the repair facility. Her key lock and cylinder are on national backorder from **** The advisor that started working with the customer is no longer with us. **** intent is not to cause any inconvenience to our customers. ****************** is welcome to request that we refund her insurance company if she wishes to have repairs done elsewhere. We are a publicly traded company and never want the perception that we are intentionally withholding funds from a customer without properly repairing a vehicle. As soon as parts are available, we will make the customer aware. 

  Customer response

  02/14/2024

  I am rejecting this response because:    The response given does not justify the very delayed response from staff.   I understand if **** is no longer with company, but this does not explain why my call from ***** (supervisor) was not returned including VMs that I left.   I also spoke with several other staff over the course of over a month and no one called me back including a gentleman who told me he was new last week who took all more information including who I had spoken with when I called (contacts).   He promised to speak with ***** and **** and have someone to call me back asap.   Again, I know if was stated that the perception is not to appear that you took money without performing the work, but that is not a perception that I painted.   The none communication from Southwest Kia is what painted that perception. 

  In fact it wasn't until I contacted ***'s Corporate Consumer line, did ****** Review and filed complaint with BBB and with the ************************** that I received this response.   Change in staff is inevitable; however fail to return calls to provide a status update for over a month is not especially with a company as large as yours.   Up until recent, service from *** had been amazing which led to me purchasing 2 vehicles from you as well as you servicing my cars.    So I do reject this response.   A simple "sorry" would have done better or "apologies" for dropping the ball. 

   I will get with my insurance carrier this week and see best course of action on whether to get refund or continue to wait for part.   

  Business response

  02/14/2024

  Respectfully, I apologize for the lack of communication. I spoke to the Advisor (Ause) and he stated that he has tried to reach out to the customer 3 times since hearing from Kia ********** Our goal is to deliver quality service and communication. The customer is correct that I should have apologized for any mishaps. My intent was not to blame anyone but accept responsibility and provide a reason for delays. I would rather repair the vehicle and assist the customer. However she wishes to proceed. 

  Customer response

  02/14/2024

  I have reviewed the business response and accept this resolution.   Thanks so much and been in conferences this week and see that **** left a VM for me yesterday.   I spoke with him this evening and am satisfied with his response, professionalism, explanation and apology.   Thanks for response and look forward to working with him.   Have a good one.  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Engine is already bad, after only two years dies in the middle of traffic, rack and pinion is bad caused tires on the front end to go bald. I have already replaced the ** blower motor less than a year.

  Business response

  12/05/2023

  THE CUSTOMER BROUGHT THEIR VEHICLE IN ON 11/20 STATING THEIR CHECK ENGINE LIGHT IS ON, THE RIGHT FRONT **** HAS LOW **** PRESSURE, AND THE VEHICLE WAS MAKING A POPPING SOUND WHILE TURNING. WE FOUND THERE WAS ***** DAMAGE ON THE RIGHT FRONT ***** CAUSING A LEAK ON THE **** BEAD. THE POPPING SOUND IS COMING FROM THE STEERING RACK MOST LIKELY CAUSED BY THE IMPACT THAT CAUSED DAMAGE TO THE ***** AND STEERING RACK. WE ALSO FOUND THE ENGINE LIGHT IS DUE TO A DTC P001700 CRANK POSITION-CAM POSITION CORRELATION (EXHAUST). FOUND EXHAUST CAMSHAFT GUIDE PIN SHEARED OFF AND NOT CONNECTED TO EXHAUST CVVT ASSEMBLY CAUSING TIMING TO BE OFF. ALSO FOUND SCORING ON CAMSHAFTS, CAM CAPS, HEAD AND CYLINDER WALLS. VEHICLE HAS SIGNS OF LACK OF *********** AND CARFAX RECORDS SHOW VERY LARGE GAPS IN OIL CHANGES, ALL RECEIPTS PROVIDED BY CUSTOMER MATCH CARFAX RECORDS. RECOMMEND REPLACING ENGINE ASSEMBLY.  THIS VEHICLE WAS NOT PURCHASED AT OUR DEALERSHIP AND WE CAN ONLY DIAGNOSE WHAT WE SEE. CARFAX SHOWS MAJOR GAPS IN MAINTENENCE SINCE THE CUSTOMER PURCHASED, AND SIGNS OF ENGINE SLUDGE DUE TO OIL BAKING AND BURNING.  BASED ON THE INPSECTION AND RECOMMENDATIONS THE VEHICLE ENGINE IS STALLING DUE TO THAT ISSUE. IF THE CUSTOMER CAN PROVIDE PROPER MAINTENENCE RECORDS WE CAN PURSUE WARRANTY COVERAGE FOR THE ENGINE CONCERN. OTHERWISE, WARRANTY COVERAGE WILL BE DECLINED PER *** GUIDELINES. ALSO, THERE IS NO COVERAGE UNDER WARRANTY FOR OUTSIDE INFLUENCE. *** *********** GUIDLINES THE OIL IS TO BE CHANGED AT A MINIMU OF **** MILE INTERVALS AND FOR WARRANTY COVERAGE THE CUSTOMER MUST PROVIDE PROOF OF STATED ***********. 

  *** WARRANTY REPAIR MANUAL STATES THE FOLLOWING IN SECTION 7.5 AND CUSTOMER HAS A MAINTENECE SCHEDULE IN THEIR VEHICLE OWNERS' MANUAL. 

  Engine Assemblies/Repairs - Engine assemblies (short or long blocks)
  require Techline and DPSM prior approval, or prior inspection and are covered
  under the basic warranty period, for a warrantable defect. Engine failures that
  are caused by abuse, neglect, improper maintenance, lack of maintenance,
  improper previous repairs, and improper diagnosis or for other conditions that
  are not considered a manufacturing defect and are not cover under warranty or
  KUS customer goodwill. KUS has the right to establish a DPSM physical
  inspection requirement for dealer or repair PRIOR to any repairs being
  performed.

   

  SECTION 7.8.3 STATES

  Engine damage caused by engine overrun condition, abuse, damage due
  to racing, lack of maintenance, lack of or incorrect lubricants; overheat
  condition caused by lack of coolant or inoperative cooling fan or other
  components (thermostat, gaskets, seals, belts etc) not being repaired and
  resulting in additional damage that could be minimized is not covered.

  Customer response

  12/05/2023

  See point fingers, just look up all the problems with ****. I am not the only one with the same issue, not one thing was said about the rack and pinion. Oil has been changed on that car regularly with only synthetic oil. And why was the car tear down to look at the crankshaft? Why wasnt it scoped? Yes, there was damage to that room because she had to avoid an accident stalled in the middle of traffic.

  Customer response

  12/05/2023

  See point fingers, just look up all the problems with ****. I am not the only one with the same issue, not one thing was said about the rack and pinion. Oil has been changed on that car regularly with only synthetic oil. And why was the car tear down to look at the crankshaft? Why wasnt it scoped? Yes, there was damage to that room because she had to avoid an accident stalled in the middle of traffic.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my wife first went to Southwest Kia seeking a specific car we saw listed on their inventory. I contacted them and they said it was available. It's about a 45-minute drive so I texted the salesman and let him know I would be on my way to go test drive the car. August 9th, When we arrived at the dealership *********************** informed us that the car had been sold this morning. Which is strange considering I had texted him letting him know we were on our way. He attempted to sell us a brand new car and also attempted to sell us an older vehicle that cost 3k more than the car we originally were interested in. ***** let us know the car potentially would be ready the next day after it had been returned to the dealership and said the latest Friday. Well it still wasn't ready friday and I contacted the sales manager asking what was going on August 11th, 2023.Well, the sales manager ***** then informed me the car was never sold and he doesn't know why ***** said that and it was still going through the reconditioning process. Which left me extremely upset. ***** took 500$ off the initial price but damage was done. When we picked up the car finally it was still missing a headrest. But the financing manager ***** took care of us and apologized for the incident. I never received an apology from ***** or follow up on what happened. Fast forward to now, 6 days after we have the car the check engine light comes on and they say the soonest they can see it is Sept. 22nd. AND that we might have to PAY MONEY FOR IT. After everything we have been through, being lied to about the vehicle and the extreme wait this seems extremely unprofessional and no one at southwest kia is attempting to make it right.

  Business response

  08/24/2023

  Invited the customer to bring the vehicle in on 08/25 and we agreed on a 4pm to diagnose check engine light.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Southwest Kia in ********** which was subsequently totaled in 2023. I purchased an extended warranty and gap. After the vehicle was totaled, I contacted the dealership to cancel the policies and obtain a refund. They indicated this business went out of business and all of their contracts/consumer issues were being handled by Southwest Kia in Dallas. After a few months, I got in contact with someone who claimed to be an employee and she said she would send the check to me. I received a check written incorrectly (the words did not match the amount the check was written for). This was in May 2023. I have since been getting the run around from the employee who claims she only does work on her own time. It is now August 2023 and I still have not received a replacement check. I never cashed the check and I want someone I can contact. I want to receive a check for the correct amount sent to me using a verifiable mailing source with a tracking number. I have a copy of the check/along with previous emails if needed.

  Business response

  11/17/2023

  Southwest Kia ************ was sold on June 14, 2021. The new company did not take any old customers or liabilities from the old company. The old company has a single employee/accounting clerk, *************************, who is not affiliated with the new company. I reached out to the previous ownership for assistance. I was advised the customer reached out to ************************* that the original check **** was written out incorrectly. ************************* issued a new check **** on 08/13/2023 and was mailed on 08/19/23 to the customer's address. She stated that she was never contacted by the customer after the 2nd check was mailed. ************************* has contacted their company's bank, **************** to verify whether the 2nd check was cashed or not. If it was not cashed, she will issue another check and mail by registered mail to the customer's address.

  Customer response

  11/17/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my car in due to shaking when braking. This started around 7k to 8k miles. The advisor and maintenance said it was due to the tires. Purchased a new tire, nothing changed. Brought it back at 16k and was told the car wasnt balanced properly and I would have to take it back where the tire was purchased to get that done. I did, and nothing changed! Fast forward after all the back and forth, and run around, theyre telling me its wear and tear and not covered under warranty.

  Business response

  08/08/2023

  Please see attached receipt. This is from ************ in *********. 

*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. ↩