ComplaintsforWorld Car Mazda Kia North

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2024 *** ******** on 1/30/24. Everything worked fine until the morning of 5/8/24, when the dash display blacked out completely. Took the car in to World ****************************** on that date. The next day, I was informed they could not figure out what was wrong and that they opened a "Tech Line" case with **** Two days later, when I checked on the status of repairs, I was told they were waiting on *** to respond and that there was no way for them to call *** directly. The next day, I contacted *** ************** who attempted to contact the dealership service area with no success. ************* also informed me that there was no "Tech Line" case showing in their ******. That same day, 5/11/24, I contacted the Manager for World ******************************, *************, who told me that they were still waiting for a reply to the "Tech Line" case as to what steps they should take next. We were finally provided a loaner car on this date. On 5/16/24, having waited an additional three and a half working days, I contacted the service department again. This time I was informed that the fix they had been provided by the "Tech Line" did not work and that they contacted them again to find out what they should do next. I called the service department again on 5/20/24 for an update. I was told that they were still waiting to hear from ***. I then called the *** ************* line again. When I told them that the dealership informed me that the "Tech Line" was the hold up, the individual I was speaking with checked the *** ****** and informed me that the last time World Car *** had an entry in their documentation for my vehicle was 5/15/24, and nothing since that date. The inference I received was that the service department reps I was speaking with were not being completely honest with me. I have a $32,000.00 vehicle (paid off) that I can't use and do not know if anyone is telling me the truth. Please assist me in obtaining a timely resolution, that being a fully repaired vehicle.

  Business response

  05/22/2024

  We are writing in response to the complaint filed by ******************************* regarding his recent service experience with our dealership, World ******************************* We appreciate the opportunity to address his concerns and provide clarification on the matter.
  **************** reported an issue with the radio display of his 2024 Kia ********* which our service team promptly investigated upon his visit to our dealership on 5/8/24. After thorough diagnostics, it was determined that a defective secondary fuse was the cause of the radio malfunction.
  In accordance with ***** warranty guidelines and Techline instructions, we replaced the faulty fuse on 05.22.2024, at no cost to ****************. This repair ensures that his vehicle is now fully operational and in compliance with warranty coverage.
  During the repair process, we provided **************** with a 2023 Kia ******* as a loaner vehicle on May 11, 2024, to minimize any inconvenience caused. Additionally, we accommodated his request to take the loaner vehicle out of state for a family function.
  While we understand ******************** concerns regarding communication, we assure him that our team made efforts to keep him informed of the progress throughout. Any lapses in communication were unintended, and we will take steps to improve our communication protocols moving forward.
  We would like to express our appreciation to **************** for his patience and understanding throughout this process. We value his business and are committed to providing exceptional service to all our customers.
  Thank you for your attention to this matter. Should you require any further information, please do not hesitate to contact us.
  Sincerely,

  *************

  General manager

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 24, 2024, my husband and I purchased a new Kia ******* from World ******************************* Shortly after, we noticed a dashboard light indicating the need for service. Upon inspection, it was found that a sensor was damaged, with repair costs totaling $1,285. Despite my assurance of limited driving and no involvement in any collision, we encountered resistance from the service manager.Following discussions with various departments, *** committed to covering repair costs, initially promising completion by March 5, 2024. However, there has been no offer of a loaner vehicle or reimbursement for rental expenses, leaving us reliant on ride-sharing services for transportation.Despite repeated visits to the service department, we have received no proactive updates or definitive timeline for the vehicle's return. The lack of communication and failure to adhere to promised deadlines have left us feeling helpless and uncertain about resolution.We urge the relevant authorities to intervene and expedite resolution of this matter. Your prompt attention to this issue would be greatly appreciated.

  Business response

  03/08/2024

  Dear ****************,
  
  
  Thank you for the opportunity to address the concerns raised by ********************* regarding her and ************************ recent experience with our dealership, World ******************************* I am pleased to inform you that we have successfully resolved the matter to ************************* satisfaction.
  
  
  Upon careful review of ************************* complaint and a thorough examination of our records, we acknowledge the challenges faced by the Castillos subsequent to their purchase of a Kia ******* from our dealership. It has come to our attention that shortly after the purchase, a dashboard warning light illuminated, indicating the need for service. Upon further inspection, it was discovered that both the charcoal canister and undershield cover were damaged, necessitating repair costs totaling $1,285.
  
  
  While the damage initially appeared to be the result of a road hazard, with the vehicle having been driven for over 200 miles, our Service Manager engaged with the Kia District Parts and Service Manager to address the issue and make the repair at no cost to the Castillos. I must note that neither Mr. nor ********************* requested a rental car or loaner during this process. However, had such a request been made, we would have been more than happy to accommodate it.
  
  
  Throughout the resolution process, our team made concerted efforts to keep ******************** informed of the repair progress by leaving regular messages on his voicemail.
  
  
  I can confirm that the repair to the Castillos' vehicle has been successfully completed. This morning, one of our service advisors had a telephone conversation with ********************, advising him that the vehicle is ready for pickup.
  
  
  At World ******************************* we deeply value the feedback provided by our customers and remain committed to enhancing our processes to ensure the highest level of customer satisfaction. We sincerely appreciate the opportunity to address ************************* concerns and resolve this matter amicably.
  
  
  Should you have any further questions or concerns, please feel free to contact us directly.
  
  
  Thank you once again for your attention to this matter.
  
  
  Sincerely, *************
  

  Customer response

  03/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The sunroof failed to close due to it being off track in Mid-June I contacted World ****************************** to have the sunroof repaired. I brought the car in, and they said they had ordered the parts. No response till Mid-September, (after multiple attempts at getting a status.) No available appointments till Oct.I take the early Oct. appointment miss work to drop it off only to get a call the next day saying they couldn't do the work because the tech didn't have time. I drop the car off while I was out of town from Oct. 23rd to the 30th.I called when I got back from my Vacation, and they said that I could come pick up my car. Upon return no work was done. They failed to order the frame which is what was damaged and needed replacement. They said it would be in by the end of the week I didn't hear anything from the dealership, so I called that next Thursday,they said oh yea it came in yesterday. I made plans to bring the car in Nov. 13, they said it would take 3 days and they would have the car back to me. I get a call that Tuesday saying they have a loaner for me because it could take a few more days and they didn't want me without a car. Dec.5th I pick up my car only to be met with more disappointing customer service. The Service Manager says, we can't detail the car because it's a biohazard then shows me a photo of something that wasn't my car. I ask him to show me where in the car that is (because it wasn't my car) I do have small children and there were fries and crumbs in the carpet and under the car seat. I had previously had my car cleaned before dropping it off, I was not going to do so again. This was my 3 drop off. Service Manager ***** then says that my car is a biohazard and that he wouldn't allow his team in the car and yet the reason for the delay was a sick tech. I am beyond furious with the way this was handled. I was flexible and understanding only be insulted. Upon pick up the seatbelts were not installed and there was grease and dust coating my car.

  Business response

  12/12/2023

  We deeply regret the inconveniences and lapses in service experienced during ***************' visit to our dealership regarding the sunroof issue with her vehicle and the frustration caused by the delays in scheduling the repair, the oversight in ordering the necessary part promptly, and the extended time taken to complete the repair. The experience was further compounded by the oversight in the condition of the seat belt connectors and the subsequent interaction with our detail department. We were unable to provide the complimentary detail typical of our service due to the condition the customer left the vehicle in at drop off. All other service and repairs were completed as agreed. We have taken immediate steps to address the issues you highlighted internally, including reinforcing our service protocols to prevent similar incidents in the future. Additionally, we have thoroughly reviewed our communication and training procedures to ensure that all team members are equipped to handle such situations more effectively. It is our commitment to ensure a seamless and satisfactory service experience for all our customers. Please do not hesitate to reach out to us directly if there is anything further we can do to assist you.
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2023 kia *** from this dealership. The usb *******ion for phone charging and kia ******* stopped working. The dealership wants to charge me a diagnostic fee just to find out if it's under warranty and then will waive it if it is. I have had to replace my windows multiple times already and do not want to spend more money on this car. With what *** is putting owners through right now, why are they not willing to help us and just tell me if it's covered under warranty. Instead I ha e to hope it's under warranty and I do not have to pay. How is it so hard to say whether it's covered or not. I refuse to risk having to pay more on this car. Glad I called back after being hung up on to get useless information trying to get more money out of me. If customer service is important to you, do not go to World ****************************** in ***********, *****. Steer clear

  Business response

  10/25/2023

  The General Manager, ***************************, has spoke with this customer. He has arranged for them to bring the vehicle in and meet with the Service Director to resolve the issue. Based on the description of the issue, we believe it should be a warranty repair. However, if it is not a warranty repair, we will waive the diagnostic fee for the customer whether they choose to make the repair or not. We should be able to resolve the issue without further assistance. Please let us know if there is anythin else.

  Customer response

  10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the time I purchased my vehicle *** ******* XS prestige on 11/12/2021 it was made that the Appearance Package is included in the price of the vehicle and such package cannot be removed. Per the purchase order the price is itemized and not included in the base price of the vehicle. I paid $1998.00 for a service where it would require my vehicle to be treated with interior and windshield protection. Im not sure if the treatment was done. I now have a crack in my windshield happen 10/03/2023, so I called *** to see what needed to be done and I havent been able to get a hold of anyone. I get transferred around and left two messages. I paid for the package which is fraud they took my money and faslely advertised the package is a mandatory option to pay for. I am seeking a refund for the package given that the seller *** is unable to deliver on their product and not to mention if my vehicle was ever treated with the protection as it discloses on the warranty contract.

  Business response

  10/12/2023

  ********************************** purchased a 2022 Kia ******* SX with Vin# ***************** on 11/12/2021. As part of the sale she did purchase the Appearance Protection Package, a dealer added "hard option" that was applied to the vehicles interior, exterior and windshield surface area at the time of sale. As this is a "hard option", physically put on the vehicle, it is a non-cancelable product. This was ****** printed and explained on several purchase documents, including the Buyers Order, the Options Worksheet as well as a seperate Agreement for the Appearance Protection Package, all of which the customer signed and agreed to at the time of purchase. ******************* has brought the vehicle into our service department on 10/12/2023, and we have inspected the windshield and approved the repair requested. At this point, we are waiting for the *** Windshield requested by the customer to arrive so that we can complete the install. The repair was completely covered by the product ******************* purchased and she has no out of pocket expense incurred. I have attached the corelating repair orders for both the inital application of the product as well as the repair for replacing the windshield. Please let us know if you require any further correspondence

  Customer response

  10/13/2023

  Complaint: 20697784
  
  I am rejecting this response because:
  
  

  Few items I am requesting that the ** final invoice identify that OEM windshield was installed and the windshield treatment was applied.

   

  Thank you,

  
  Regards,
  
  *****************************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter in the mail regarding an upgrade to software for anti-theft. It was a recall anf there was no cost to me. I took my vehicle for the upgrade on July 22, 2023. On the way home picking up my 2 younger children I had to open the right side door and the panel on the ceiling stopped working completely. I called and brought it back. They worked on it for a few more days & we're gracious enough to lend me a vehicle. They called me back on July 27th and requested I return the vehicle and that they would order a part to replace the one that was messed up during the software upgrade. They have mentioned to me that it's on back order. So now I have called August 9th inquiring if the part has come in and I was advised not yet. The issue I am having is that the software could not be removed once it was added and I am having to turn off my engine every time I drop off & pick my girls up. Which is going to cause my vehicle's starter to go out and draining the battery and my key fob to go put also. It's a big inconvenience to to this at my children's school. I don't want to go thru the school year this way. Then having to call them every 2 weeks to check in. They were aware some issues would arise when the software was input on other vehicles.

  Business response

  10/26/2023

  Vehicle was brought in for theft software update. Upon completion of update **************************** picked up vehicle and went about her day later noticing that the power sliding door was not working as it should. She then brought vehicle back for further diagnosis. Upon getting Kia **** support involved they authorized Instrument panel module to be replaced. Unfortunately, the Instrument panel module is a back ordered part. We are continuing to follow up with **** support to find out if there are any other updates or options to correct the issue sooner. We continue to check on availability of Instrument panel module and hope to resolve the issue for our customer. We sincerely appreciate your patience and understanding throughout the process. We apologize for any inconvenience this may have caused. Thank you for your business and please understand that we will continue to work diligently to resolve the issue at hand. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2012 ***************** My car was running well and I had no issues with it until May 2022. My son took the vehicle to prom and that night left him stranded in the parking lot of a cvs. I had to call a tow truck to pick it up since its an electric vehicle and it said not drivable too dangerous to drive. I had it towed to Kia ********************** and they initially said it was the belt. I had the time belt replaced and then they said it needed two major updates. Little did I know those updates would take forever.After the updates were done they went silent in which I reached out to them to find out that my transmission also needed to be replaced. I would have never knower this information if I hadnt called to ask. I paid for the transmission in the beginning of February of 2023. Another month went by so I reached out to them again only to find out they hadnt touched my vehicle. I called *** csutomer care like to complain and that was the only way they would actually take me serious and as of today I called and they said they were actively working on my vehicle. What upsets me is the lack of communication and if I dont complain my vehicle would still be sitting there in the blazing sun getting sun damage.

  Business response

  06/16/2023

  Good Morning,
       After taking some time to review the details regarding the service visits for complaintant, We've identified several instances where we could have communicated more timely and effectively. Our primary goal in service is always to identify, communicate, and resolve any issue with our customers vehicles as promptly and efficiently as the circumstances allow. We have had conversations with the General Manager and the Service Manager at World ****************************** to ensure that we do the best job possible communicating and consulting our customers in servicing their vehicles.

       As customer service is our top priority,we keep detailed records of all customer interactions both while at the store and communicating digitally through email, text or phone calls. After review,there was two way communication regarding the recommended repairs. Two items in particular seem to have contributed in prolonging the time to complete the ************ the initial repairs where done, the transmission repair was identified and recommended to the customer on 12/08/2022, the customer did not authorize the repair until 3/6/2023 and made payment for the part on 3/8/2023. We do not order special order parts until payment is received for the part, the labor for the repair is due upon completion.   

       When ordering the transmission, we were notified that the part was on back order and would take 4 weeks for delivery.The transmission arrived at the end of March and put in queue for a Hybrid technician. Due to the complexity of repairs for Hybrid vehicles, we only have two Hybrid Certified Technicians. Both had a number of repairs ahead of this one and that information was relayed to the customer and an updated time to completion given. The technician began the transmission repair on June 9th,2023 and completed the job on June 14th, 2023. The customer has been notified that the repair is complete, the vehicle ready for pickup and the amount due for labor finishing the repair. The customer has not picked up or paid the balance due as of this morning.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction March 2022 Picked up parts April 4 2022 I placed an ordered for new brake parts & have attempted to return the unused parts back 3 times now. ****** the Fix Stop Ops ***************** the Parts Manager refused to accept my refund even after my prior attempts that fell within there so called 10 day return policy. World Car Mazda FRAUDULENTLY charged my card without my consent. I came in to advise this was illegal & I needed to be refunded the $25 charge & return the parts I never used. It was then I was denied again & told I can make the return but charged a 20% restocking fee. This is absolutely wrong. For a company to state they don't KEEP any credit card information they had NO problem re-charging my card FRAUDULENTLY.

  Business response

  06/24/2022

  The purchase of the 'Special Order Parts' (SOP) was done on-line on the customers own accord on March 31, 2022 at which time she agreed to the 'Return Policies Terms and Conditions'. When the parts arrived, another person from *************** picked up the parts on or about April the 8th.  The customers first attempt to return the parts was on June 23, 2022, obviously past the deadline. The customer states that they had previously attempted to return the parts but upon her attempt to return the parts on June 23rd, she went to the *** store and was then sent to our Mazda store where the parts were ordered from. If she had attempted to return the parts prior, as the customer alleges, it would seem as though she would not have gone to the *** store again.

  Out of goodwill, even though we didn't have to, we refunded her the money for the special order parts, less the 15% restocking fee as stated in the Terms and Conditions. This offsets the return fees the manufacturer charges us for the handling and return.

  The transaction was paid for on-line by the customer. We do not hold and retain any credit card information. This is done soley on line through a third party web host, an intergraded processing gateway. The customer has been charged the 15% fee because she opted to buy the parts and agreed to the terms.

  Thank you for allowing me to look into this matter. 

   

  Customer response

  06/24/2022

  Complaint: ********
  
  
  I am rejecting this response because:this isn't what my complaint is solely about. Someone with Mazda or Revolution which is the 3rd party made an FRAUDULENT charge on my card without my consent!! Somehow these companies are holding customers credit card information and charging accounts as they please. Also, I wasn't given a less than 15% restocking fee. ****** told ****** to take 20% restocking fee. They DO NOT ship the items back to Mazda they kept in stock on the back stock shelf. I will be asking the *** to get involved. No company should be allowed to charge anyone's accounts. I have taken this to social ******* ******** ha e come forward with this experience as well.
  
  
  Regards,
  
  
  ***************************

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a *** ********* from World Car *** in March of 2019 and purchased the extended warranty. Because I am in sales and travel, one of the promises I was given was if for any reason they needed to keep my *** for an extended time, they would give me a loaner. In November my car started making thud sounds coming from the front and so I took it to them to fix. As I drove off the problem was unresolved so I contacted them. They then kept my car overnight (no loaner) and thought they fixed it, again not the case. They explained that they would need to order parts but they are backordered and could not give me a definitive date as to when the parts would come in. This morning, my car is heavily jolting and my new employer said I will be suspended because I need to have a reliable car for my job. *** says that although I have had them try and figure out what is going on with my brand new car on four separate occasions, they can't do anything about the issues because the parts are on backorder and they have no loaners. Meanwhile, I am about to lose my job and continue to pay monthly payments on an obvious lemon.

  Business response

  03/14/2022

  We diagnosed the issue to be a drive-axle issue but originally, we were looking for a knocking issue. We cleared a 'check-engine light' issue but upon a return for same type of knocking issue, we found the drive axle to be the problem.

  The CV axle is still in 'backorder' status but once we receive it, we will make the repairs. The customer was put into a loaner once we had received one back from a customer from our fleet. She has been in one since and *** will be providing her with the loaner until the part has been received and the repair made.

  We will keep the consumer informed as to the progress of receiving the necessary parts. 

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Upon purchasing a brand new 2021 Kia ********* included in our financed loan was an appearance package to window tint and spray exterior coating on vehicle. On August 18th, we took vehicle for appearance package, we contacted service ***** on August 25th for status update where they informed us that they didnt properly apply exterior coating so good and gas panel needed to be taken to body shop to be buffed and repainted. After 3 weeks, they contacted us on September 18th that our vehicle was ready. Upon arrival and inspecting vehicle there was now scratch on bumper near headlight, when brought to managers attention they took vehicle back to same body shop to be repaired. After a week our vehicle was returned again to then notice that scratch was fixed but now paint job was incorrect. Management once again took vehicle to be repaired at same body shop after promising they would take it somewhere else after all prior instances. When calling, higher management does not respond.

*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. ↩