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Complaint Details
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Initial Complaint
08/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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 *********.Initial Complaint
06/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 8,2023 I went to Southwest Kia because I found a nail/screw in my tire on my Kia ******* I purchased from Southwest Kia July 2022 Brand New with 4 miles on it to have it repaired or replaced under the Tire Warranty (Assurion) I purchased when I bought my vehicle in 2022. My vehicle has less than ***** miles on it and the service department proceeds to tell me the tire could not be repaired because the tread was too low and the warranty company Assurion would not cover a repair and I needed to buy another tire. After a little back and forth with ******** and speaking with the ****************** I told them I wanted to cancel ALL the extended warranties I purchased when I financed my vehicle. I was provided a form and I filled it out and I was told *** in Finance was busy and I asked that he call me. He never did. I called and finally spoke to *** on May 15th and he verified that he did have my form and he sent into ************************ I emailed ************************ and I was told that no form was located with my information. As of 06/23/2023 I have not heard from ANYBODY about cancelling the extended warranty products that covers nothing. All I want is the money credited to the finance company that is owed to me.Business response
06/26/2023
I will make sure customer form is filled out a complete and she gets her refund. Will make sure paperwork given to customer so she can completely know this has been done.Business response
07/06/2023
I will make sure customer form is filled out a complete and she gets her refund. Will make sure paperwork given to customer so she can completely know this has been done.Customer response
07/06/2023
I have reviewed the business response and accept this resolution. I just want was due to me. Nothing more nothing less.Initial Complaint
06/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a used vehicle on March 11th 2023 and still have not received my license plates and title 3 months later. The dealership does not know where the title is. I believe they knowingly and illegally sold me a vehicle that they did not have the title for.Business response
06/07/2023
We have put a rush on this customer plates. We had a issue with the title that was being held from another state. We have everything need to complete the process with the plates and customer will have plates in next two wqeeks.Customer response
06/07/2023
I am rejecting this response because:
I do not believe or trust this company to follow through on anything they promise. They acquired this vehicle 5 months ago. Five months is more than enough time to get the title from out of state. I believe that if they had access to the title, I would have received it by now. I will drop this complaint if/when I receive the plates and title for the vehicle I purchased.
Customer response
06/21/2023
It has been 2 weeks since I filed this complaint. Southwest Kia responded that I would have the title and plates by now for the vehicle I purchased in March. I have not received either. In addition, this business doesnt answer or return my calls or emails. I still have no explanation for where the title and license plates are for a vehicle I purchased almost 4 months ago.Customer response
09/25/2023
Im still waiting for this situation to be resolved. After waiting over 5 months for my plates and tags, I had to purchase a 2nd vehicle because they could not provide the title for the 1st vehicle. Im currently still waiting for the plates for the replacement vehicle, its been 34 days. I have tried multiple times to get in touch with someone at the dealership to check the status of my plates and nobody will return my calls, emails or texts.Initial Complaint
03/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
3/13/2023 Kia dealership(southwest kia) Dallas, Tx I purchased a brand new 2023 kia on January 21, 2022. Did not have to use the AC because it's not hot outside so when I did use it I realized that my AC is not blowing cold and my kids where saying they felt warm air blowing. I called the dealership to have it serviced. At the dealership they told me that I was responsible for the diagnostic charge of $182 since my hvac condenser was damaged by outside factor such as a rock or some sort of debris. They then quoted me repair charge of more than 1,600 and said I'm responsible for those repairs. I had to file a claim with my insurance and pay the 500 deductible. I feel like the dealership took advantage of me and should have done more to help with this situation being that this is a brand new purchase from their dealership. They had very little remorse or regard.Customer response
03/17/2023
Date of transaction 3/13/2023
Money paid $182 for diagnostic charge
$1288.41 for estimate to repair car
$500 insurance deductible
Southwest kia dealership of Dallas
I bought a brand new 2023 kia k5 on January 21, 2023 so I never used the AC because it wasn't hot enough outside for it. Until recently I finally turned on the AC and quickly realized it was not blowing cold air and my kids complained of air blowing warm so I took the car to be serviced because surely the dealership forgot to charge the ac or top it off with freon. The then tell me I'm responsible for the diagnostic charge because outside factors such as a rock or debris caused damage to the hvac condenser and im responsible for it as well as the labor and repair. I felt taken advantage of and feel the dealership should have offered to do more. The had no regard or remorse to the fact that I hadn't had the car long enough to be incurring these type of charges. I had to file a claim with my insurance and also responsible for paying a 500 deductible.Business response
04/04/2023
Unfortunately, we can reduce the amount you pay with an insurance deductible. Loyalty is a big part of what we strive for in this industry and when things happen that are beyond our control, we do our best to assist. Kia will not provide warranty coverages for outside influence such as you experienced.Initial Complaint
12/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
December 3, 2022 - Inspection completed on my 2021 Kia Seltos. During the inspection, it was noted that my axle boot is seeping. December 8, 2022 - at 2:30pm I dropped my car off at Southwest Kia in Dallas to have that axle boot looked at by the service department December 12, 2022 - I finally received word that my 2021 Kia Seltos that is still under warranty could not be fixed. They are unable to give me a reason as to how this happened other than a general "outside influence" claim. My expectation is to have this repaired per my powertrain warranty.Business response
03/14/2023
Business Response /* (1000, 5, 2022/12/13) */ Contact Name and Title: ***** ******* Contact Phone: XXXXXXXXXX Contact Email: *********************** Kia representative inspected and approved axle boot replacement at warranty expense. Spoke with customer and they seemed satisfied.Initial Complaint
09/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased vehicle from Driveway on July 21,2022 From Southwest Kia Dallas Been calling since August to make sure everything is in progress and process for my registration Continually asking for updates through text email and phone. No response back. In the past week have had to call multiple times a day; still being called told this would be looked into and someone will call back with an update I reached to the dealership myself who ultimately has been very stand-offish continually telling me ultimately they can't really help they'll look into it with driveway. Finally spoke to a manager named Scott from Kia in Dallas who told me they use Dealerdocs and waiting on an update. So I called dealer docs myself and in 2 min found out they don't have any of my paperwork can see it in entered by deal in system but nothing received. I called BACK the dealership who then said well they have a title office off site then it goes to dealer docs and waiting to found out what's going on from their title office I've still yet to receive a call back! Was my paperwork lost? It shouldn't take weeks to get me an answer and update and progress on my vehicle registration I do not have this car legally registered to me, have had nothing but poor communication and customer service since paying my down payment and yet expected to pay driveways finance company.Business response
10/05/2022
Business Response /* (1000, 5, 2022/09/21) */ We have a new online company called Driveway who sells to the entire country. We had a couple issues with titling cars because of this. We have everything need to complete titling for this customer. I will reach out to let the customer know all details and when they can expect to get plates.Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Not sure why after giving permission to run my credit ONCE with Driveway Finance, there were several other banks on my credit without my permission and after being promised it would jus the be ran through Driveway Finance, the preferred bank of the dealership. The car that was purchased has an trunk latch that needed to be repaired and a spare key that was needing to be provided to me. After being reassured the part that was needed was being ordered and they would find the key, the purchase was completed. Weeks later, there has been no follow up with the parts department or the salesman for that matter in which text messages and calls are never returned. I left a google review to see if the dealership would respond since they were not returning phone calls and providing false information. Kevin B**** responded with contact info to resolve the issue. After two attempts, he has not attempted to respond or resolve the issue either. The license plates are now due and tickets that I will receive for being out of compliance will need to be paid due to their negligence.Business response
09/14/2022
Business Response /* (1000, 5, 2022/08/02) */ Ms. ****** has a signed credit application authorizing us to submit her to different lenders to obtain the best offer of finance. I would be happy to provide Ms. ****** with the trunk latch repair and the second key if she will email me a copy of the paperwork given at the time of sale or any correspondence from the sales department ( text, email, written. etc) . This could also be referred to as a "we-owe" that the dealership uses to authorize post sale products that are not available at the time of sale. I have no records of any request for a trunk latch from the Service or Parts department. I will be happy to assist if she can provide this in some form of documentation. All pre-owned vehicles are sold "as-is" with no exceptions that are not in writing. Consumer Response /* (3000, 7, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The approval was with Lithia the reason why the other inquiries were not necessary and this was confirmed by the salesman in the text messages when I decided not to go through my personal credit union. There was no reason to keep checking other banks if I already had approval. The WE OWE is inconveniently not provided on the USB with all the paperwork signed that day. Cesar is aware of the signature and another witness. Safe to say this dealership is a scam and knows things like this happen so they do things like this to cover themselves. I have attached the text messages confirming approval with Lithia and the inquiries about the trunk latch that obviously was said to be ordered and promised the reason I would ask about the latch. If I was promised something AS IS, there would not be any inquiries. The salesman did not respond because he knew the deal was done and that the part was never ordered. The key was supposedly in the previous owner MS ***** possession as shown in the screenshot but mysteriously the director has it and needs to find it. At this point its clear the dealership doesn't care about customer service and future business. I have better things to do than to lie about a part and key that was promised to me to be fixed before the purchase. Business Response /* (4000, 9, 2022/08/05) */ Based on the text messages downloaded. We will be ordering the trunk latch and have the extra key made for the customer. I will be contacting her today 08/05/22 Larry J****** Fixed Operations Manager Consumer Response /* (4200, 11, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) waiting until phone call received for part installation and key fob to be programmed.Initial Complaint
06/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I took my car to Southwest Kia of Dallas to get an oil change. Two weeks after the oil change, my car started to run sluggish, not driving faster than about 30 miles per hour and there was no oil registering on the dip stick. I called the dealership and spoke to the Service Manager, ***** M. *******, who told me to give him a change to look get the vehicle back in to diagnose the problem. He stated that it was going to be the engine, this is a known problem in Kia Optimas. Once he diagnosed my vehicle, he stated that it was not the engine it was the spark plugs. I paid to have the spark plugs changed and he also stated that he was going to monitor the oil consumption. He told me to drive the vehicle 1000 miles and then bring it back. He stated within the 1000 mile if the oil is burning a quart of oil or more it would be a motor problem. The car was driven a little over 600 miles and the oil light came on. I was told to bring the vehicle in, which I did. Once the vehicle was back this time he stated it may just be the spark plugs. No they were just change. Now he is telling me that he has to do something else to the vehicle, I will have to drive it for another 1000 miles to see what happens. At this point I believe ***** is giving me the run around and trying to avoid replacing my motor. Southwest Kia of Dallas did not put oil in my car during the initial oil change, which I believe caused the vehicle to start having problems. I am the first and only owner of the vehicle. Kia is the only repair shop that I have had to service my car from the very first service. My experience has been a long terrible and stressful one. I have tried to allow ***** time to repair my vehicle. it has been over a month almost 2months since this process started. ***** has not call me with an update on my vehicle. When I call for him, the staff always state he is in a meeting. Every time I walk in the staff is on their personal phone and will not address customers.Business response
08/03/2022
Business Response /* (1000, 5, 2022/06/22) */ Ms. ***** vehicle is consuming oil internally. This caused plugs to foul and she also replaced another failed part (purge valve), as well as, a fuel service. This was due to oil being internally burned. This can be attributed to oil carbon building on piston rings and or piston ring failure. There is no evidence of workmanship error from her oil change. I have attached a Kia service bulletin that shows our process when a vehicle is diagnosed with internal oil consumption. I have been transparent with Ms. ***** regarding this. We have completed the first phase of the oil consumption and decarb cleaning under the process guidelines provided by Kia. Ms. ***** was instructed to return after driving another 1000 miles ( as stated in Kia process) for another oil measurement. If the engine oil levels exceed Kia guidelines and the warranty "seals" are still in tact. The process is to refer to Kia North America for possible engine replacement under her factory warranty that still applies. In short, we can not just put an engine in a vehicle because it is convenient or upon demand. We are following Kia process and advising the customer appropriately. I will not be issuing a refund for any services and will be happy to assist Ms. ***** in any way that I can, as long as it is within proper processes and policies.Initial Complaint
04/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 31, I bought a 2022 ******************** from Soutwest Kia. I paid cash and I took an **** ride ($67.55) to get to the dealership, which is approximately an hour away from my home. I purchased the car and drove it home. It had 18 miles on it at the time of purchase. A week and a half later, on Thursday. my wife and kids were driving this new car and got stranded on the side of the road. ALL of the safety-related warning lights lit up and the brakes grinded to a halt. There were multiple engine and transmission related failure warnings in the diagnostics. I had to drive out to pick up my family and get the car back to my house. I tried to use Roadside assistance, but they couldn't find my VIN and wouldn't pick up the car. So I called my Sales Rep and told him the problem. I told him I needed to get to a closer dealership because I wouldn't have transportation otherwise. He assured me that he could pick up my car on a flatbed tow truck on Friday and get me a loaner car from his lot to drive. He picked up my car, but did not bring me a loaner. Saturday, the Sales Manager said he couldn't bring me a car because I was too far away. He couldn't confirm that he had my car, and refused to help me find a status or an ETA on it's return. He said my issue wasn't his fault - he sold me a broken vehicle. Now, I'm stranded on Easter weekend with no transportation. They want me to find my own rental car (it's now 4:30pm on Saturday before Easter - I am working and cant get to a rental place until after they close. Now I'm stuck with no transportation through MONDAY. The GSM Complained about HIS out of pocket costs to get a loaner car to me. I'm out $41,000 right now!!! This is how they treat a new - cash-paying customer.Business response
06/29/2022
Business Response /* (1000, 16, 2022/06/29) */ I personally assisted Mr. *******. I provided him a loaner vehicle on Saturday before Easter. We cancelled his purchase and sold him another vehicle in place of the original. He stated he was happy with the end resultInitial Complaint
04/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I'm having issues with this Company after filling the appropriate paperwork and submitting required paperwork to cancel the extended warranty I bought with my car purchase . I sold the car I purchased from Southwest Kia on 2/12/22 to Auto Nation and filed paperwork on 2/14/22 to have Auto warranty canceled. Now we are at the point where I'm getting the runaround to have this resolved . Just need my Refund so we can part ways amicably without the hooplaBusiness response
06/29/2022
Business Response /* (1000, 9, 2022/05/24) */ We issued a refund check on 05/23/2022
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Customer Complaints Summary
24 total complaints in the last 3 years.
10 complaints closed in the last 12 months.