ComplaintsforCentral Kia of Plano

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car from them on June 15, 2024. As of today, Aug. 23, 2024. I have not received my license plate. The temporary expired on Aug. 14. I am having to drive illegally. I called them several times to inquire. I called on 8/13, 8/15 and was told they would send me a temporary. I have not received that email. I spoke to them again on Aug 20, August 22, and 8/23. On 8/22 the receptionist **** said she was too busy to look for our license She said she would call us later. She has not called. I called and asked to speak to a manager today, and they would not put my call into them. The person was in the sales department and said they had passed it to the manager and they would get back with me. They still have not gotten back with me. I can't get a toll tag with out the license and therefore have incurred cost. I have been purchasing cars for 50+ years and this is the worst dealership i have encountered. I wish I had check the BBB before buying from them.

  Business response

  08/29/2024

  We delivered a supplemental tag to the customer until we receive the permanent tags and registration from the state.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date: 06/13/2024 Total spent: $27,397.53, cash/debit I bought a car, paid it off. I was told the tags will be 45 days. Well they have yet to arrive, but thats not the issue. The issue is when I called to see if my tags and plates were in, I was told they werent. I was told by the receptionist, a KIA *************** that I should just drive after the expiration. I was given illegal advice when they arent lawyers. I shouldnt have to drive illegal, especially spending $27k+. One higher up manager named, **, helped eventually with an extension, but Im not going to do business or let that business keep my money if theyre giving out illegal advice. The amateur sales men named, ***************************, who sold me the car hung up on me. I was cursing but he said to stop or h*** hang up, then I kept doing it, then he said last time for the cursing or h*** hang up. He said h*** explain the issue but then I said, I dont care about the excuses. Then he hangs up when I didnt even curse, didnt even let me finish the sentence before assuming. They call themselves professionals, professionals handle situations no matter how frustrating, hints on why theyre called professionals! I never cursed until I was given illegal advice. How is a business going to give out illegal advice and not expect people to become angry? I never cursed or said anything bad at them directly, just using the cursing as a frustration with no insults. The main issue is being given illegal advice, I know theyre are legally liable for that and now Im wanting my refund! The second they gave me illegal advice, they are now suable and I will be fighting this until I get my money back for the entire purchase or more if this gets taken further without this issue being resolved. Now just getting my tags and plates isnt considered resolved no longer. The illegal advice they gave me is a invite to more pricier problems for this against this place!

  Business response

  08/12/2024

  We are saddened to hear of this situation. We have issued a ************** an extended Temporary tag and installed on the vehicle August 9th 2024.

  We have also counseled with the employee involved to insure that this does not happen in the future. As employees of **************** we do not want them subjected to Verbal Abuse as well as ***** and offensive text messages. They are instructed to kindly terminate the call and refer the situation to management for resolution.

  Attached is **************** Web-dealer record. It was submitted August 1 and we are just waiting on ************* to process. We will provide the plates and registration once we receive. The State has been backed up because of several Nation wide Computer hacks.
  

   

   

   

   

  We have also included a title preview from the State of Texas providing a status update. 

  Customer response

  08/12/2024

  I am rejecting this response because:   
  

  I WANT MY REFUND! The fact they told me to drive with expired plates because its okay, isnt okay. Sorry isnt acceptable. My refund is! If this dealership cant provide my refund, I will contact, *********************, the dealers owner for further legal action! I do have his home address! I will go and knock on his door and talk it over. Imagine how that will go, a customer popping up on the door step discussing the issues with this place. This place shouldnt been giving illegal advice. This place doesnt deserve my business! As far as the language, professionals are good at calming customers down, not fueling it by making excuses! This isnt a professional environment, there my professionalism, will not be given to this place! My professionalism will be given upon refund! Ill go my way, and this business can go theirs. I will not accept those tags when they arrive!!! I will be fighting this until my refund is issued, whether its at ******************, or in the court room! 

  Customer response

  08/12/2024

  The only way this place gets rid of me and doesnt see me again is a refund! They never should have given me illegal advice telling me to drive with expired tags saying its okay! I AM NOT LETTING A BUSINESS KEEP MY BUSINESS BY GIVING ILLEGAL ADVICE AND TELLING PEOPLE ITS OLAY TO DRIVE WITH EXPIRED TAGS PRETTY MUCH TELLING THEM TO GO GET IN TROUBLE WITH THE ****  
  REFUND AND I GO AWAY! 

  Customer response

  08/12/2024

  Also remember this, I was completely fine until I was given that illegal advice telling me its okay! Thats when I flipped out. Then when the sales Professional who is actually an amateur, hung up on me! That fueled it more. You all call yourself professionals, well professionals dont give up, professionals are good at what they do, theyre good at staying calm in situations, theyre good at turning a bad situation into a resolved one. Hanging up isnt professional. How would you all like it if you just dropped that money on a vehicle and getting told to drive with expired tags? How would you all like it. If this was a luxury car dealer, I bet none of you would be hanging up! Hanging up is giving up on your customer. I was trying to get my tags or an extension, but none of the extension wasnt discussed until I talked to, *** He went straight to the solution, but he was too late. Talking to the receptionist ****** me off after I was told to drive with illegal tags. Then I said get the manager, I was transferred but was on hold for nearly 6 minutes. Thats when I contacted the that amateur salesman. Thats when I got more upset because he was making excuses! People want solutions, not excuse, something professionals know. If this was a professionals sales environment this place would never given that illegal advice. These employees are trained, salesman may have told the receptionist about that, Ive been in sales for 16 1/2 years. This is far from the worst sales environment Ive been in.m and as a customer. Illegal advice, telling someone to drive with expired tags, is not okay! Gotta have a law degree to even talk legal advice in a place of business. This isnt some backyard BBQ. The illegal advice, along with that amateur salesman excuses, I want my refund. If I was transferred and got talked to with that wait time, this would have been prevented. The salesman, field this a lot more. Now I WANT MY REFUND BECAUSE OF THE ILLEGAL ADVICE AND THE LACK OF PROFESSIONALISM. Just because I may have not shown professionalism, doesnt mean you all should fall to my level neglecting your customer, especially trying to get my purchases to legal before the expiration. This situation never should have occurred! The lack of professionalism in this place caused this! ILLEGAL ADVICE! Come on! Thought places like this were better than this.

  REFUND AND I GO AWAY!!!

  Business response

  08/24/2024

  We apologize for the delay in getting the plates and registration. Unfortunately can not provide a refund. The state has processed the plates and registration are available now for pickup at the dealership.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traded a vehicle on 6/20/24 to ******** *** of ********, but that vehicle was purchased at Central ***. I was told that I needed to contact Central *** to have my GAP and an extended warranty (that I didn't ask for) cancelled. Since 7/26/24 I have called this dealership four times only to be left on hold for five or more minutes with no answer. I also sent an email to *************************** on 7/26/24 and have not received a response. I never received my GAP back from a previous trade because *************************** kept telling me to contact the finance company, when in actuality I was suppose to contact the dealership I purchased the vehicle from.

  Customer response

  08/09/2024

  ****************** finally responded to my email. 

  Business response

  08/14/2024

  We have contacted the Consumer and provided Cancellation information and update. We have processed the cancellation and payment will be sent to the customer.

   

  Respectfully,

  Customer response

  08/14/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to the dealership 2 weeks ago. They want answer my question of what's wrong with my car or when I can get my car.

  Customer response

  07/08/2024

  The complaint is for *** as A whole. The engine was replaced under a recall. Now car want start at all. And they want me to pay ****** I take my car being proactive for a minor tik now I have transportion.

  Business response

  07/19/2024

  This vehicle is still here and waiting for the customer or her bank to pick it up.  The vehicle has been diagnosed however she doesn't like the answer.  She had been in contact with her bank who told us they were picking the vehicle up on June 1st  and with *** Motors of America who has been in contact with us on the customers behalf because she has stated that she will not talk to us.  *** offered to do a 3 way call and she refused stating she wanted her repair order to be sent in writing thru the *** Motors rep which was sent the same day on June 11th.  We have waived all charges for the work previously approved and completed and have not charged storage fee's.  She unfortunately has no warranty on her vehicle.  We are the repair facility and can only do work that either *** Motors or the customer approves.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting for my Excess wear and use pretection refund since April 2023. *************************** had told me through email it would take ***** weeks. I had filled out a warranty cancellation form he sent me and sent him the payoff letter. The car was a 2022 Kia ***** GT leased through Kia ******** The account number was ********** and the *** number is *****************. The warranty that we were canceling was the $600 Excess wear and use protection. The car was paid in full on 12/8/22. In January 2024 I was working with the Finance Director *********************** and a Cancellation Clerk *************************. They were working on getting this resolved and at first they were keeping me in the loop through everything, but I have yet to receive reply to any my messages I sent on March 2024. ***** let me know at first the product was not cancellable but after she told me that the reason she could not cancel it was because "you will have to call the company and have them cancel the product from the date you wanted it cancelled. I can only go back 30 days only. I have attached a copy of the contract. Please call **************". I tried calling that number and spoke to the company and they let me know everything has to go through the dealer. I started this process within 30 days of the payoff. It has now been more than a year since I have been trying to cancel this product with **** If you speak to the Finance Director ***** he will let you know that I have a history of emails where I had been speaking back and forth with one of their employees about this process a year ago. I was assured this had been submitted then but I was lied to. I also uploaded the email chain of all my conversations with Central ***** employees. All I want is my prorated refund of the $600 per the 12/8/22 pay off date.

  Business response

  07/15/2024

  IAS Warranty Company was called to see if they can cancel the product, as we couldnt cancel it. They canceled it but, can only go back 6 months only. They stated they cannot go back 2 years. If the customer has any concerns to contact them @*************. The refund will be $254.06 not the full refund the customer is requesting.
  
  
  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Kia ***** GT to the ****** as the vehicle is leaking water. The vehicle was there for three weeks before I received any update from the service department. I was told it was a clogged drain and that I would have to pay $189.00. I was then called two days later and told that it was not a clogged drain and that it was a problem with the chassis. The service advisor told me that *** corporate approved sending the vehicle to a body shop for evaluation but that *** would more than likely buy the car back from me because of the damage. Yesterday (06/06/24) I get a call saying that the vehicle panels were removed and the drain lines were cut and that I would have to pay for all of the repairs. I have shown the provided images to an ASE Certified Master Technician and received a second opinion based on images from another *** ****** saying that it should be covered under warranty and that the information I am being provided is incorrect. The lines have never been touched or damaged as I have never accessed the drain lines. I cannot get a call back from the ****** or leadership from the ****** and need this resolved.

  Business response

  06/13/2024

  This vehicle repair was declined by *** Motors not us as the repair facility.  It was sent to a body shop for a 2nd opinion,photos and diagnosis were sent to *** Motors, after they declined it we then sent it to the customer and have been waiting for authorization.  Nobody from our facility talked about *** buying the vehicle back.  This customer is the 3rd owner and the damage that was done more than likely happened before they owned the vehicle.
  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 23 2024 l took my 2018 kia **** to the central ********************** for evaluation of a problem that started on on April 21 2024. I got there at 7 am sharp did not leave until 4:45 pm.During those hours my service rep came to me apparently 4 times given me different things they thought it was. About an hour or more later the rep came out with another paperwork saying it was another problem inthe cost was over a thousand dollar and did I agree to the cost. I asked him why the issue had changed from the first text and why I did not get a text message on the new issue. No answer.During the month they have had my car I have had very little or no communication with the service department. Finally om *** the 13th I received a call that it was motor cost $7. . I asked for itemized bill of what was wrong and how they determine the issue. Was promised I would have it by that evening or by the next morning. Today is *** 21 and I've not received any information.Many more calls to department but ignore.my car is still there. I need help to resolve this At that time I asked him about the motor recall with ***. He said did you receive any information on that. I said yes and produced my letter from the Court Settlement. At first he said well that's not what is wrong with your car.So I gave permission for repair. Around 4:45 he came out to say "well I've got good news and bad news. I said I only want the keys to my car the bill. That's when he told me the good news was I was not going to have to pay the bill because that didn't fix the problem. That they were going to have to keep it run a detailed compression test on the car that would take 3 days get that to *** that it could be the motor. They called A ride for me and I came home. That was the last time I saw my car. Today is *** 21.During this past month I've had very little communication with the service department with updates on my car. My car is still there. Please help me. I'm 82.

  Customer response

  05/22/2024

  During this time that my car has been at central *********** many people have called for me to try and get updates but no answer. My grandson called 3 times, a friend from church called, ************ of Texas who has a the lien on my car has called.  But no return call.  

  Friday May 10th I called could not leave a message or get a live person something wrong with the system.  I called back in and asked to speak to someone else at the dealership.  A gentleman from sales took the call.  I gave him the information and why I was calling. He apologize and said he would walk over and give **** ask him to call me with details.  Around 7 pm I got a call showing the dealership name thought it was the service department instead it was the gentleman I had spoken with earlier asking me if **** had called me. I said no not a word. He apologize and said the next day he would go over to service again and see what was going on.  I called on May 11 and talked with the sale guy . He walked over to service and spoke with a service guy for update. Was told there was not much information in the system with details but he said he thought they were working with ***.  The sale person left a message that someone call me Monday morning with details.

  Monday may 13th around 10 I finally received a call from **** telling me I needed a new motor and it was going to cost me $7 thousand dollar.  When I asked him for details of how they came to the issue that it was a full motor.  He said testing. I asked what part of the motor failed. Oh I think it was #3 then he said oh no it was #4 cylinder.  I asked him to please send me a detailed report of all the testing that had been done so I could decide what direction to go.

   

  Today is May 22 and I'm still waiting.

   

  Oh also my car was stolen a year and a half ago by the *** boys due to the software issue wth ***.

   

  I just need to know what direction to go

   

  Thanks

  **********;

  Customer response

  05/22/2024

  At this time I am not feeling very comfortable with the service department where my car currently is awaiting repairs. 

  I would like to request that it be taken to another *** repair facility to be looked at and evaluated. 

  thank you

  **********;

  Customer response

  05/23/2024

  I just spoke with my ***************** of Texas who holds the lein on my car. 

   

  They have been making calls since Monday to obtain information on what cost I might be looking at with the car.  They are trying to come up with a plan for me due to the issue of the cost of a new motor. 

  Don with ************ of Texas has left messages with **** in service as well ***** who is over service department as of today at  12.noon no answer. 

   

  Please help me get my car moved to  a different service location with this company 

   

   

  Thank you 

  Customer response

  05/24/2024

  Start this all over again I had it all done and guess the internet might have gone down the wind blowing anyway this is a follow-up to what I have been going through since I open this complaint too about 2 weeks ago I opened a complaint with the *********** center that service number is 1635 7431 and that was just escalated this morning to the next level of service team so I'll wait for them I greatly appreciate everything that the better Business bureau has done in this.  After opening the complaint with better Business bureau I finally got a call on Tuesday from the guy in service and telling me that oh we've ordered a new motor for your car waiting for it to come in I said what do you mean you ordered a new motor for my car I never gave you permission to do that I did not even know my car needed a new motor the last I heard we were waiting 

  Customer response

  05/24/2024

  I'm going to try this again because apparently it's my internet I have had to escalate with center that I had to open over 2 weeks ago is 1 6 3 5 7 4 3 1 and that was escalated today so the next level with *** I have continued to have to update better Business bureau again no communication I've asked for in writing something that was wrong with my car still nothing in writing I have asked them when I was told on Tuesday they had ordered a new motor for me is going to cost me $7,000 I will who allowed that I did not ask you to put a $7,000 in my ***** a year and a half ago where the keyboards that cost State farm $7,000 almost ***** to fix my car I still have all the paperwork to submit on that because of the out-of-pocket I had to do on that so I'm not very happy right now with the *** the key corporation my issue is this when you have a service rep over and over and over to tell you I'm going to call you I'm going to send you an email nothing happens nothing that's not right I had my bank the other day call because we still have a little bit of a loan on it they finally had to go as high as talking to I think her name is ***** at the site there was something decided between them that was not acceptable to me and I did give my scolding to my rep at my credit union I can take that car if I have to and donate it and get more out of it then taking it to an auction block for $1,000 my deal is this does anyone really really care about what the consume consumer is feeling I don't think so I really don't and I will tell you I'm 82 years old but there's still a lot of fire left in me and I intend not to let this get me down I intend to fight this to the fullest when you are known for bad motors in your car and you do nothing to help people that's sad just a little note here

  I was out in my yard in my community and the lady from the Plano community services group that service is our community when we have issues came by stop waves we got to talking and I explained her robbers she saw me riding down the street on the motor vehicle not to give me a ticket and I explained why. Very words to me were well good luck on getting any resolution from *** I have one sitting in my garage it's been sitting there for over a year because of the motor going and *** would not help at all now I'm standing in my front yard and a city employee comes by and that's the topic of our conversation that's pretty sad pretty sadly.

   

  I'm going to finish I'm going to hop on my little electric riding cart I'm going to go to the pharmacy and pick up my medication that I had to switch everything to because I'm either walking or I am writing my little cart which I'm okay with I'm okay with and I am going to live my life but I will tell you something right now anytime I see anyone driving a *** I am going to stop them and I'm going to tell them my story and every post I can put out Facebook

  Customer response

  05/29/2024

  Update on my car that has been at ********************* Motors at Central ********************** in Plano ***** since April 23 2024.

  Today is May 29th and I have not received any information from them in writing to support their findings.  When I left it it was so they could do more detail diagnostics and that would take up to 3 days.   Everything they had done that day had not worked.  ***** they had come to me in the waiting room with different things they thought was wrong. One was at the cost of over a thousand dollar. I agree to that and signed the paperwork to proceed.  Over 2 hours later service department came to Tell me that had not resolved the issue.  That I was not going to have to pay for it.

  I Ubered home and that was the last time I saw my car or really heard very much from the service department.  If I did hear it was at my many times or friends or family calling on my behalf to try and get updated but they never got a call back. 

  After about 2 ish weeks I got a call saying it was the motor and they were waiting to hear from *** if they would approve a new motor.  I asked them if I could get something in writing emailed to me so I could understand what was going on and how they determine it was the motor and could not be repaired and needed a new motor.  I asked how much a new motor would cost and he said about 7 thousand dollar. I said oh I hope not I don't have that much money to put into car.   From that day on I continue to ask for something in writing to support their findings.   To this date May 29 2024 I have seen nothing in writing for me to make a decision of what direction to go.

   

  After filing my complaint with the BBB 5/21/24 which resulted in a letter being sent to ************************* with *** I finally received a call from the service department and was given information I was a bit shocked to hear.   He was trying to find a motor to put in my car and had not been able to find one yet.  I said so *** has agreed that it is the motor and their problem.  He said no you will have to pay.  I said but I have not given you permission to perform that service.  The last I heard you were looking at another issue it could be.  I said no I drove it in so I'll come get it and drive it off .  That was when I was notified the motor had been dismantle.  Non of which I was aware nor had I given permission.  **** said oh you are not going to be charged for any of this. I asked how long it was going to put the motor back in My car and was told a few days. I asked if it was possible that since they had the motor apart the issue could be fixed and I would agree to that but that I needed an email with details to support their findings and if it could be fixed and the cost.  We went over my personal information in there system to insure All was correct.  Br verified my email address was correct.  

  As of today May 29th 2024 I have not heard another word. 

  I sent a message thru the Better Business page under my account to ask that my car be removed from this dealership service department to another service department to be evaluated.  I'm not sure anything has been done to my car. 

   

  I am still waiting for update so I can make a decision on my car.  

   

  Oh Just an FYI I have to start gathering all my papers to file my response to the law suite from where my *** was stolen by the Famous KIA **** a year and a half ago.  That little ordeal cost State Farm over 7 Thousand plus and me over a thousand to repair.  All because *** had not protected the consumer from theift. 

   

  So a double whammy on my car.  

  Lack of communication is a huge issue with this company.  No respect for their customers.  

   

  Thank you Better Business for your assistance and an ear to listen

   

  *****

   

  Business response

  06/11/2024

  This customer did approve internal engine repairs but once we got further in we found more extensive damage.  We did not charge her for the work that was first approved since we found a bigger problem.  She has had the estimate of repairs for the engine and she informed **** last month that she got her credit union involved and they were going to tow the vehicle out.   **** has had her keys sitting on his desk waiting for them to show up.
  
  She does not have a warranty extension on this vehicle and even if she did thats not the problem that her engine is having so either way it would not be covered by the warranty extension.  Her vehicle is no longer under manufacturer warranty.  She received a class action letter a while ago for her previous *** which was part of the warranty extension so she thinks we arent being honest with her because she is calling all of these places but she isnt giving them the correct information so they are saying over the phone yeah that should be covered and get it to us.
  
  She has a consumer affairs case and Ive been in contact with her case worker who agreed she is calling and getting herself confused.  Shes 82 years old and doesnt have the funds to fix it,doesnt want another car.
  
  She will not talk to us and told the consumer affairs case worker this so its not that she hasnt had any communication its she asked her credit union and *** to speak to us on her behalf which they have been.  *** asked this morning that I email them everything we did in writing and Ive attached the paperwork to this email.
  

  Customer response

  06/21/2024

  I am rejecting this response because: 

  I did not approve internal engine repair. 

  They stated I had the estimate of repairs for the engine.  I never was.  In fact I have not had any written notice of any work performed on my car since I dropped it off in April.  If you look at the attachments one is for the first time I took it in and the second one is on june 11 when they submitted their response back to better business. 

  The first one shows the installation of the anti theft software but I think that had already been done awhile back. 

  hand written on that work order is some information about it being the 3 rd chamber yet after I had made calls over and over to service department and finally had to go to the sales people for assistance when **** finally called me back he said it was #4. Again from that conversation I was promised an email by the next business day with all that was wrong with an itemized cost for each item

  That was also when he informed me he was in the process of ordering an engine. What he failed to tell me was it was going to be at my cost of $7 thousand dollars but had never gotten my approval to do so.

  that is when he informed me that the motor had been torn down and it woukd take 2 or more days to put it back together.  I asked him if it was possible to repair the motor now that the problem had been identified.  He said he would have to get with the mechanic and get me a price.  I never heard back.  

   

  So their comment about my age plus I didn't have the funds to fix my car and did not want another car does not make any sense at all 

  Again a promise that was never fulfilled which continued to prevent me from either getting my car repaired or a decision to trade it in and get something dependable. 

  Let's face it almost 2 years ago it was stolen by THE *** boys and cost state farm over 7 thousand dollars and me almost 2 thousand.  So to put anymore money in it was not a good decision.  

  I started working with my Bank fir a lease to own. That was I coukd dispose of the *** they were going to drop what little I Owed on it at the abd and purchase a dependable car.

  *** ********************** ********** does not have any idea of my funds or what I can afford nor is it any of their business. 

  When my bank called the ********** it was to obtain information on any monies that might be owed on the repairs so they coukd roll it into the lease.  Per the contact at the bank nothing was ever discussed about the bank having the car towed.

  All my payments are made as well as my insurance with state farm has not changed.  I've been in touch with state farm during this entire process.

  They are helping me with all the paperwork due to the lawsuit when it was stolen

  this entire time due to ********************** *** ********************** service department being non responsive I've had to reach out fir any help available.  That is why KIA ******** service department was brought into the picture 

   Funny they were very eager to escalate their ticket to level 4

   

   

  What I've asked over and over is that my car be taken to another *** ********** and a new set of eyes go thru the process that I feel ********************** *** never did.

   

  You can look at the work order and see nothing was ever documented so that you can see it was handled very poorly from the  day I took it in

  Please attachments that you are saying I had or signed.

   

  Customer response

  06/21/2024

  I filled out a response and sent it back.
  
  If you can look it over and call me. I have a deep tissue teeth cleaning tomorrow at noon.
  
  ***** when I read their response plus the 2 statements you can tell they did not do anything.
  
  My State Farm agent is helping me with the response on the theft lawsuit and he looked their response over plus the attachment and said it did not look right.  He said just the paperwork alone from repairs when mine was stolen had to be so detailed and initial.
  
  I honestly believe had the right testing and documentation been done I would be driving my car.  A friend of mine husband is a mechanic with federal express and said once the issue is found more than likely it can be fixed.  He said it would not have been cheap but much less than a motor.  
  
  I called today and the young lady you transferred my case to is out until Monday and I did want to miss the deadline.
  
  Again thanks for your help. 
  
  I brought back my grandson extra car to use for awhile.   I heard car prices are supposed to go down around October which is a better time to buy one.  Plus he didn't want me to rush but take my time . 
  
  ***** it's kindness like you have shown me plus my grandson that makes this old world liveable.  
  
  
  
  
  Thanks

  Business response

  06/25/2024

   *** asked that I email them everything we did in writing and Ive attached the paperwork to this email.  We are still waiting for *** to respond.

  Customer response

  07/08/2024

  To date I have not received any information about the issue.

   

  I am requesting any and all testing results be submitted to this request.  Nothing verbal.  All results must be in Central ********************** documents signed by the person responsible for performing the test.  Plus the person and or department within the *************** that received the original testing and helped make the decision on the results of the testing.  This was the 3 day test that was to be performed when the car was first taken in.  

   

  Apparently from that testing a decision was made but I never heard back.  After approximately 3 weeks and many many calls and engaging someone from the sales department to get a message to **** . The sales manager went personal to the service department and spoke with **** and relayed back to me that **** would call me that afternoon.  Nothing.  Instead the sales manager called me late that evening to see if I had heard and I told him no not a word but thanked him for following thr.  He asked me to call him Saturday morning that he would be in around 11 am and he would go over and find someone to help me.  I called that morning but **** was not in so the gentleman went over and spoke with someone else and said I need an update on my car.  From the conversation I was hearing there weren't many notes in the system but the service guy said something that they were working on the motor to see what was wrong. The sale man advised the service guy to make a note to have **** call me first thing Monday.   Sometimes that morning **** called saying that all testing had been done and they were ordering a new motor.  I said oh great so *** is going to put a new motor in.  He said no you are.  That was first time I had heard of any of that.  I asked him well **** when we're you going to tell me any of this. Why have you not sent me anything about this.  What is wrong with my car. What are the test results and what determines a repair or new.  I asked him again what documents he had sent me to approve ording a 7 Thousand dollars motor and what that does to the value of my car. Is it better to repair or replace.  I asked for any proof of the test results to show me what the findings were.  I asked him to hold off on ordering a motor that it might not be worth it.  Again I asked for all test results and any other information to be emailed to me. He promised by the next day I would have it.   To this date I have never received anything.  So someone is going to order a 7 Thousand dollars part and not send you an itemized invoice for you to sign.  No way.

   

   

   

   

  Customer response

  07/08/2024

  Additional information.

   

  After waiting another week and still nothing I saught out some advice from the attorney ************** who advised me to file a complaint with the Better Business office.  Which I did.  

  FRom when first took the car in I had been checking on the motor issue and the recall issue.  I had received a letter awhile back advising me of a motor issue.  So I called the legal department that was handling that issue. They gave me another department to call which I did.  After researching those lines it was determined the motor in my car was not on the list more my vin.

   

  During this time before I reached out to better Business I contacted the *** motors corporation due to the poor service I was receiving from *** *************************** They opened up a case and started helping me.  Still could not get anything in writing.  ************ ticket is at level 4 but again when they asked for written communication from the service department what little bit was provided to you All is all they got.

   

  I started looking into a new car. Still waiting to get the testing results on what was wrong plus if I wanted to have it fixed how much that would cost. Again something **** promised that day that I never got.  He said he would have the mechanic look at it and give me a price for repair. That's when he said part of the motor had been dismantle but they were not going to charge me for that. I said well then that might work. At that time he said it was cylinder #4 but he didn't know just what.  So I was never given a option to go one way or the other.  I contacted my credit union. They have a Lease to own program that sounded good.  Especially since it appears I will not have a car to trade in with any value.  I currently owe a bit over 3 thousand dollars on the ***.  

  After many calls by a credit union rep he was able to get a message to ****. The call from my credit union was to gather information on any charges that that I owed *** ******************** so they could corporate them into the lease. That was all that call was for.  The credit union rep asked **** to please send any information by email to him and copy me.  **** never sent nothing. A week went by I touch base with band and he had heard nothing.  Next thing I heard from *** ******** service is that my credit union was making arrangements to have my car pick up and taken somewhere.  **** had said to him the motor would have to be put back in. 

  When I check with my credit union they denied they had told him that.  That if I went with the lease program they would work with me to have the car picked up and taken to their site to get an estimate of any value it might have. 

  Again during this entire time Not A Thing in formal Written communication from Central ***.  

   

   

  In part of the last message from *** who ever wrote it started I had received a document and refused it for repair.  Nope.that was all I've needed all this time. 

   

  You don't throw 7 Thousand dollars at a car that had already been stolen due to *** and cost over 8 thousand dollars by your insurance company a few years ago.

   Due to the fact Center *** is not able to support any documentation or testing they have performed leads me to believe that nothing was done at all on my car.if so it should be easy with out a fuss to provide this with out all the drama.

   

  That was my second purchase from that dealership plus where I took my car for any repairs.   Where as before I would give them a score of A 10 they will now receive a zero and lower if possible.

   

   

   

  What I am  and asking for is (and not at my expense) my car be removed from Central *** and to another dealership with in the ********************* Motors division.   That testing be performed on my car to determine what is wrong and if it can be repaired.  If so what would be the cost.

  That all the testing and documentation from Central ********************** be sent to me by email.  Nothing verbal.

   

  At no time was I  ever any information in writing to make a decision on my car.

  No one should be asked to just let their car go with out documents to support it.  

   

  All I'm asking is for *** ******************** to be open and honest about what happened to my car after I left it there that day and never received any formal written information.

   

   

  Thank you 

   

  ********************;

   

  PS I'm filling my update information with the *************** when my car was stolen.  That was a horrible day ?? 

   

  Business response

  07/19/2024

  FOLLOWING IS FROM KIA

  I have reached out to her, and the last time we spoke she asked me if *** could tow out her vehicle to another Kia *** , but it looks like it will most likely be customer pay as we are not able to cover the costs from *** to *** - I don't know if I am more confused now, in all of this as she keeps repeating what she is saying to me, but I just need to know if you have a number from the credit union you spoke with?
  
  I just need some further clarity in this
  
  I do apologize *****, it seems she is not willing to co - operate from what I am hearing too, each time I try to educate ***********,she pushes back
  

   

  Customer response

  07/22/2024

  From: ******************* <*****************************************;
  Date: Mon, Jul 22, 2024, 8:40 AM
  Subject: ************ issue
  
  $325.00 a month.  
  During this process many times other people have reached out to central ********************** to help her but again no communication from Central KIA.
  At one point ************ bank contacted central ***.  The purpose for that was ************ had heard about a program called ***** to own that might benefit her rather than purchase a new car. 
  A Rep from her bank had difficulty contacting the center ***.  Finally when he did he asked about any cost currently incured on the car.  He was informed no cost.
  He asked condition of the car and was it drivable and was told no.  He informed **** about the program and that if I decided to go with it as soon as I signed the lease the bank would be responsible for the car.  **** informed him it would take about 2 days to put the car back together.  
  That called was strictly to get information to put in the lease he was putting together for me. At that time I had not even decided what kind of car I might want or if I really want to lease. 
  The bank Rep asked **** to please send the information to me with a copy coming to the bank.  **** agreed. A week went by and no email. To this day myself or my bank has received an email.
  Again a promise not kept. But again central ********************** making it impossible for me to make a decision on a car.
  This has been the issue from the day in April 23 when I left the car.
  At this time I am asking ********************* Motors company to please assist in having my car removed from Central ********************** in Plano to another one of their service department to get someone else look at it , run test and document findings as well as submit in writing to ************ and The ********************** the results.   Please advise if the car can be repaired and at what cost. 
  What options are available for ************ and The benefit of each one.
  Submit in writing proper work orders .
  That is what has been being asked for all this time.
  At this time I don't think it's in my best interest to personally pick up and take it to another dealership to be looked at.
  I have no way of knowing what central ********************** of Plano has done to the car.
  I state at this time due to no written communication detailing findings and resolution during this 3 months I have not been able to move forward with making a decision on my car situation.
  ***************** oonk 
  
  
  
  On Sun, Jul 21, 2024, 12:31 PM ******************* <*****************************************; ************* documents associated with the resolution of the *** **** issues must be submitted in clear written documents.
  
  All documents must detail in writing plus submit paperwork of testing the findings and source of all testing performed to determine the issues with the *** **** from the day the car was dropped off until July 24,2024. Testing paperwork.
  
  All documents must detail clearly  each step the testing  was performed and date the resolution was determined.
  
  All documents must clearly be marked with the options submitted in written to ************* in order for her to come to a decision on the action she should proceed with to repair of her car.  Cost of each option, time frame to complete each option and a document outlining the benefit of each option.
  
  **In a conversation ************* was informed by **** the service manager that central ********************** was activally trying to find a ********************** for her car. That due to the issue with the *** ********************** issues that **********************s were not easy to find.  That it could take 3 to 5 months to find one. ************* asked about a loaner or a rental car she was informed no that it was not a *** ****** She then asked who was going to pay for the ********************** and was told it was at her expense. She said how much and was informed around $7,000.00 plus dollar. What a shocker. She asked **** at what point he was going to send her updated written communication given her all the details and options for repair.
  
  She asked about the repair and how much that would cost. He said he did not have that information. She asked what it would take to get that information and send to her. He said he would have to get with mechanics and get a write up.  He thought it was cylinder # 4
  
  She asked how long it would take for him to get all the details on her car and email to her so she could make a decision.  He said so you don't want me to order a **********************. She said not at this time. She brought up the fact her car had already cost her and her her insurance company over $8 thousand dollars when it was stolen due to the *** issue with the software. So to put more money into a 2018 when she might be better purchasing a newer car.
  
  Again she asked for all details of findings plus cost of repairs to be sent to her within 2 days so she could make a decision.  **** verified her email address.   To date ************* never received an email or anything other written communication ?? from **** with Central KIA of Plano. To this day that information has never been sent to the customer.
  
  She waited approximately a week for written communication from Central **********************. After many unanswered calls ************* reached out to The ********************** for assistances at which time a case was open.
  
  It's impossible to make a decision on your car when you can't get details from the service department holding your car.   I am just grateful I found out about the ********************** before one had been installed.  How many people would agree to a $7 thousand dollars repair cost verbally?
  
  But had I received the email from the service department months ago this issue could have been resolved by now and I probably would be driving a new car. And probably would have bought the car from Central KIA of Plano where I've bought 2 cars before and been very pleased with. Now my score for them has gone from a 10 to a ------ 0.  
  
  To clarify: I know I don't have an extended warranty.
  I know now after doing my own research that my ********************** is not on the recall letter I received. That letter was for my 2013 *** ****.
  The 2018 *** **** on the recall has a different **********************.  Even though when my ********************** blew that day it acted just like the description in writing on the letter (which was very scary. Driving from ******* to ****** at about 75 miles an hour next thing you are at an almost stop with semi and lots of traffic flying by.  I'm just grateful I was able to get off at an exhibit where there were people to help me).
  
  
  ************* has not been able to make a decision on her car due to no written communication from Central KIA of Plano ***** ( ********************* Motors company)
  During this entire time ************ has continued to make her car payments as well as keep the full insurance on her car at a cost of $325.00. 
  
  

  Business response

  07/24/2024

  I have reached out to her, and the last time we spoke she asked me if *** could tow out her vehicle to another Kia *** , but it looks like it will most likely be customer pay as we are not able to cover the costs from *** to *** - I don't know if I am more confused now, in all of this as she keeps repeating what she is saying to me, but I just need to know if you have a number from the credit union you spoke with?
  
  I just need some further clarity in this
  
  I do apologize *****, it seems she is not willing to co - operate from what I am hearing too, each time I try to educate ***********,she pushes back
  
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vehicle in February and have not received license plates for vehicle. Paid for title and license.Drive out tags are set to expire and have not had luck with anyone at the dealership to remedy the problem.

  Business response

  04/23/2024

  The following vehicle is a 2018 ********** Outlander Sport with approximately ******* miles. ** per our previous response, said vehicle has no service history in CarFax or our ***************** Systems (DMS)/Cobalt ***************** (CDK Global). The recommendations for transmission service is at the following intervals: 30k,60k, 90k miles etc. The customers could not provide us with any service records or history. We cannot determine any prior condition(s) of the vehicle without codes or service history. The first step in the recommendations was a transmission service as a starting point. The identical recommendation was provided by the customers own mechanic. We consulted with the customer and was provided permission to remove the transmission pan (no charge). The transmission pan did not have metal chunks which would have indicated a damaged transmission. Our technician could not determine the failed component without further tear down. This includes removing the transmission valve body from the transmission and would result in additional teardown charges. The ********** Technical Service Bulletin (TSB) mentioned by customer is for qualified vehicles still under the manufacturer warranty status (100k miles powertrain) and should be performed while vehicle is still under the factory warranty on a customer complaint basis only. This is per the **** No TSB history performed in ********** Motors North America records for this vehicle, TSB SR-****** ECU Software Update. See attachment for mileage discrepancy, a screen shot of the "technician page" scanned to our data base/CDK, shows that the technician in fact drove vehicle an additional 2 miles. We are at a standstill and are currently awaiting the customers permission to continue the tear down.

  Customer response

  04/23/2024

  I am rejecting this response because:    I bought a **** mustang in February and still no plates. Have they been filed for? I paid for them. I have bought a car from another dealership in March and received the plates in a week. What is the problem?

  Business response

  06/26/2024

  
  We FEDX **************** plates on May 10, 2024

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter recently bought a car from this dealership. After the purchase, they offered free window tinting. Before the tinting, the windows were undamaged. However, after tinting, several windows stopped functioning. When she raised the issue, she was asked to bring the car in for diagnosis. Later, she was informed that the labor cost for repair would be around $1700, and certain parts were needed. Despite multiple follow-up calls, she received no clear status on the parts. Upon returning to the dealership, she was advised to leave her vehicle for several weeks until the parts arrived. Refusing this, she was then informed that the car was sold "as is," with an offer of only $250.This marked my daughter's first vehicle purchase experience, which has been plagued with problems from the outset. The dealership fails to honor commitments, exhibits poor communication, and ultimately incurs additional out-of-pocket expenses for buyers. Beware of such practices when dealing with this dealership. When I reached out to the dealership for corporate contact details, a representative admitted uncertainty and kept me on hold for an extended period before the call disconnected.

  Business response

  04/16/2024

  Customer originally brought vehicle for multiple concerns on Tuesday April 9, 2024. Customer stated having issues with vehicle shifting,brake noise and oil change, customer approved diagnostic (vehicle did not have any check engine light codes). ********** Master technician **** took the vehicle on a test drive but was unable to replicate the issue. The technician drove the vehicle back to the service shop and connected the ********** diagnostic scanner to communicate with vehicle for stored engine/transmission codes (no codes apparent). 
  At this time the technician had completed the diagnostic and recommended a transmission fluid exchange service as a starting point, as there was no service history for the vehicle in CDK and CarFax. The technician also called and spoke to customer regarding the transmission concern communicating the diagnostic results and not knowing the current condition of the vehicle from any previous repairs (customer approved transmission fluid exchange service). The technician completed the transmission service, reset the vehicle back to basic settings and drove the vehicle for quality control, vehicle drove normal, no codes. 
  The service advisor called the customer on Wednesday April 10, ************ is ready for pick up, and the customer drove the vehicle home. After several days of driving, the vehicle was towed back to the service department on Saturday April 13, 2024. The technician scanned the vehicle with the diagnostic scan tool again, this time with current active codes for transmission. Offered to further diagnose vehicle (no charge) with current transmission codes as a starting point, vehicle is currently in shop for teardown of transmission

  Business response

  04/16/2024

  We do apologize the response that was entered was not for this complaint.  We will respond to this complaint shortly.

  Business response

  04/16/2024

  ******************************* is not a customer of **********************. We sold a used 2008 ***** 3 sedan to *************************. We provided ********************************* free window tint as a courtesy. according to our window Tint Specialist, he noticed that the window regulator was making some Noice. We offered Mrs *************** an option to repair the one window that is giving them trouble. However, I explained that we don't have service loaners available at this time. At this point I offered a check for the amount of 250 and the customer gladly accepted the funds which were picked up next business day. 
  
  solution resolved. 
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2024 *** ** GT-Line from the *** ******************** of Plano,the car was brand new and for my daughter. They held the car on their lot until the day before the surprise.We picked up the car Feb9,2024 and gave the car to my daughter on Feb 11.She drove the car from Plano to ****** on the 11th and had to pull over due to a problem with the car producing a loud screeching sound, and feeling forced to even drive. We got a *** **** service assistant. And the tow truck took the car back to the *** ********** it was bought. We went back to *** on Feb 12 and told them about the issue, they checked the car out and noticed the same thing my daughter did. They said they would have to keep it to determine what was wrong with it, but that it most likely was a transmission problem. We explained we would rather get a new car and not keep the car we had bought due to manufacturing problems. They said they would try to find us the same exact car elsewhere. We later get a message that they had found the same car but failed to mention that yes it was the same exterior color but not the same interior color . We payed for a Wolf grey exterior and Red interior. That is not worth the same as a Wolf grey with black seats . It is not what we payed for. We then asked if it was possible to order a new one they said yes,and that it would take anywhere for 3-4 months. We agreed to wait that long. A couple weeks passed and we call to get any updates and we were informed they arent manufacturing the car we bought anymore and that the only option we have is to wait for the car we bought to get fixed. After a month of not having a car we go to the Dealership again to ask for any updates and they said it was a transmission problem and that they were waiting for the part to come in. We especially told them we dont want that car anymore and we want our money back. They refuse that as an option as we now have the title we payed for a malfunctioning car that has transmission problems. Due to the fact that it has to get fixed that car is devalued from the amount we originally payed. And have no option but to keep a bad car. And we were told all we could do is keep the car and sell it . Its common sense we will not get the same money we payed due to the transmission problem we had with a BRAND NEW CAR that was payed full cash!

  Business response

  03/13/2024

  PLEASE RESEND THIS COMPLAINT WITH A **** TO ACCESS AND RESPOND IN THE BBB SYSTEM.  THE **** IS USUALLY IS INCLUDED BUT I DON'T SEE IT IN THIS COMPLAINT, OR YOU MAY SEND THE **** TO *********************

  Business response

  04/04/2024

  CONVERSING WITH CUSTOMER TO RESOLVE ISSUE

  Business response

  04/10/2024

  We have come to a resolution Regarding *******************************`s BBB complaint. We have agreed to exchange the 2024 Kia **5 that failed mechanically with a 2025 Kia  **5 that has been ordered. ********************** has agreed to this fair resolution. 

*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. ↩