ComplaintsforBeck & Masten Kia of Tomball

• Initial Complaint

  05/26/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On April 17th 2024, I bought a lease vehicle from Masten Kia dealership in Tomball, Tx. I gave all the necessary paperwork and money to complete and execute a sales contract that was approved by Kia financing. On that same day, the sale was completed and they gave me the keys to the vehicle and I drove off and left with the new car. Then, weeks later I get a phone call from the finance dealership manager who stated that I needed to come back and redo my contract. I immediately called Kia financing and spoke with a supervisor named Chris who advised me that it was nothing on their part, that my loan was approved and fully funded and there weren’t any issues. If anything is going on it must be with the dealership, because Chris stated they never forward them the approved loan contract that was finalized for my financing. So I spoke with the director of financing for the dealership and he advised me that I needed to sign a second sales contract because the finance company was requesting it. I advised them that I had already spoke with a supervisor at the finance company a second time. Chris told me that the dealership never sent them the contract that I initially signed and that anything that's occurring is internal within the dealership. So now, it's been almost a month and they still never sent over the contract to the finance company. They are withholding it from the finance company, but yet also threatening me that if I don’t come in to sign another contract they want me to come turn in the vehicle. I believe that this dealership is not complying with the Car Buyer's Bill of Rights. They are very misleading and are operating on bad faith by withholding fully approved customers contracts from the finance institutions to have full control on redoing and demanding second contracts. I've also filed a complaint with the TX Dept of Motor Vehicles and I am in the process of emailing the dealership CEO -daryl.**********@group1auto.com, to advise him this unethical ways

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I took my car to the dealership to be inspected because I was having issues with my vehicle. I paid $240 to have it inspected. I was then told over the phone my car had several issues and that it would be too much money to fix my car(I was quoted $3600). 12/13/23 I was then pressured to purchase a car without an actual list of what was wrong with my car. I then refused to trade in my car and got my car from service and obtained the list of issues with the car. The dealership failed to tell me that the main issue with my car was a recall, 1/2 recalls. I then took the car home and did not move it anymore. Once I received the letter in the mail notifying me that my car had 2 recalls, the dealership told me to take my car physically to the dealership because they could not open a ticket/case without having the car physically there. The dealership refused to cover the cost of the tow truck. I paid out of pocket $230 to have it towed there. They received my car on 12/28/23 and have still failed to repair the 2 recalls on the vehicle. I was refused a loaner car, kia customer service stated over the phone I am entitled to $47 per day to cover my commutes to work. Kia customer service tells me there is a fix for the car but the dealership says they don’t have any part numbers to begin work on the car. At this point the car has not been driven in a month, it’s been in beck and mastens possession for 14 days. I would like to have this car fixed for the recalls and be reimbursed the expenses for the tow truck and the uber trips that I am taking every day for work. If this is not completed in a timely manner then I need a different vehicle. It is not fair I am paying a monthly payment and insurance on a car that is not in my possession.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In August of 2023 I purchased a used vehicle from Beck and Masten Kia. With my purchase of said vehicle I also purchased a bumper to bumper extended warranty. Shortly after purchasing the vehicle, the passenger side seat adjustments stopped working. On November 11th I scheduled an appointment for an oil change and to have someone look at the seat. Upon arrival I was told I could only get the oil change done and if I wanted the seat checked out I would have to leave the car there for multiple days. Which I could not do, as that would leave me with no transportation. I spoke to the service advisor (Kelly I believe her name was). And was told as soon as a loaner vehicle became available. I would be the first called and could get the problems fixed under my warranty. A few weeks passed and I called Kelly and was told no loaners had become available still. She assured me that she had a sticky note right on her computer with my info on it, and she’d call me the second she got a loaner. About a month passed and there was radio silence from Beck and Masten Kia. I attempted to call multiple times and was answered by an outside call center service. Multiple times the outside service told me they’d relay my message and have someone from the service department reach out to me. As of today January 9th 2024, I have still not heard from Beck and Masten Kia. I find it hard to believe that no loaners have become available in almost 2 months. I believe they are trying to avoid fixing my car under warranty, as it would cost them money. I would either like my car fixed under warranty, or a refund for the money I spent on purchasing the extended warranty.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Buyer beware. This company is not to be trusted. I purchased a 2020 Kia Niro EV EX Premium. They stated that they were not fully trained on all electric cars and so they would require keeping the car for about a week in order to repair the car while it is under warranty. I asked for a loaner car and they stated that they didn't have loaner cars available at that time due to "covid". Hmm. So, they suggested that they would rent me an ********** **** * *** for the repair time. When I got home, I called *** ******* ** **. They stated that my repair should never take a week and that obviously this dealer did not know what they were doing. They told me to go pickup my car from the dealership and take it to another Kia dealership. I took it to ******** *** and they repaired in 1 day...and gave me a loaner car. Watch out for this company. They are unethical. Their repair salespersons were "in my face" when I came back the next day for the car. The Manager ********** of Beck and Masten told me never come back to their dealership. Well, that is not a concern. I will never go back to them. I have ********** *** and ******** *** that I will always use in the future for my 10 year 100,000 mile warranty. Please DO NOT BUY a car from this dealer. You will regret it. The repair people are rude and become very "in your face" when you come back to get your car because *** ******* (their boss) said that for them to tell me about a week to diagnose and then possibly repair was ridiculous. I found out later this was true. I took it to ******** *** and they were able to repair within 1 day. Why couldn't the mechanics at Beck and Masten? Strange, huh? This company should go out of business. They are not a company to trust. They are now telling ********** that they will not pay for the rental car even though this car is new with only 2800 miles. Their mechanics are just not well trai

  Business response

  09/02/2022

  Good Morning Mr. *********

   

  My name is Parrish H****** New Car Sales Director with Beck and Masten Auto Group.  We do apologize for your less than excellent visit at our Kia location in Tomball.  We already processed your refund on the taxes charged on your rental from ********** **** * ***.  Hopefully *********** ********  ** *** ***** *** ********** in the USA  can provide all your future service needs, Since we have opted out from any future business with you.

   

   

  Respectfully

   

  Parrish H*****

  New Car Sales Director

  Beck and Masten Auto Group

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

  281 897 6624

   

   

  Customer response

  09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  Dear Folks at Beck and Masten Kia,

  I am not asking for a refund on the taxes.  I am asking for a refund of the full rental car of $43.00.  Did you mean the $43.00 refund.  I would never have rented the car if your Kia Tomball location had been able to repair my new Kia Niro EV EX Premium.  They advised that they didn't have loaner cars available...so, they stated that they would put me up in a "**** * ***" from **********.  You sadly only have 1 electric qualified mechanic at Kia Tomball with Beck and Masten...or at least this is what I was told.  Strange, since you have had electric cars for 10 years now.  Please feel free to call me at anytime:  562 256 0711. 

  
  Regards,

   

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

  And, as you stated in your email, please do not ever visit our dealership again.  Only take your business to ********** or ******** ***.  I will do as you stated.  I am also sending anything you say to *** ******* USA located in ****** ****** **.
  
  
   

  
  

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