Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a vehicle from Wasatch Front Kia. Blake was very nice and the only positive experience I had with this dealership. We were told we had to purchase a Pulse brake light system for $399 and an anti-theft system for $999. I refused both. After bickering back and forth, the anti-theft system was dropped, but the Pulse brake light wasn’t since “it was already installed on the vehicle.” After a week, my husband and I kept testing the brake light to see how it worked. It wasn’t. Blake told me to bring the car down to their service department, which I did. After I sat for an hour and a half for a simple brake light check, my car “was done.” I spoke to one of service desk gentlemen as he walked me to my car and I asked “the light was never installed was it?” He hung his head and shook his head no. I was furious. I called to speak with the service manager who verified the light was installed AFTER the purchase of my vehicle and on the day I brought it in to have the light looked at. I requested a refund as I never wanted the light in the first place and there was zero communication with me as I sat in their waiting area for an hour and a half. I would have declined this installation. I called and spoke with the service manager as he said it’s a sales department issue as they sold the brake light to me, they just install them as told. I called and spoke with Brandon W**** who gave me nothing but “excuses.” I requested a refund several times and explained to him why I was upset and he said “he understood” but refused a refund because “they require the brake light to be installed.” It was never there in the first place when I already paid for it and wouldn’t have been had I not checked or called them. Brandon promised me he’d call me back on Monday after he spoke to “his people.” That was on a Friday. Fast forward 10 days later, I had to call him back. He said “he just never got around to calling me back.” He told me he never intended to call me back and said I was not going to be given a refund. From other complaints with the same issue, others have refunded but I’m not? I told him I wanted to speak with his manager but he said “he was the manager of himself and the owners don’t work.” What?! The Pulse brake light is not legally required on Utah roads. I’m seeking a refund of $399 for the brake light that was never installed prior to the purchase of the vehicle. Yes, it is installed now only because it was installed without my approval.

  Business Response

  Date: 11/30/2023

  I spoke with Mrs. ***** about her concerns this afternoon. After our conversation we came to a mutual agreement that satisfied the customers issues. We appreciate the chance to help and satisfy the needs of the ***** family. 

  We value every customer that allows us to do business with them. If you have any questions or concerns, please don't hesitate to reach out.

   

  C. ***** D******** 

  General Manager

  Wasatch Front Kia

  ###-###-####

   

  Customer Answer

  Date: 12/01/2023

  I have spoken with the general manager, Chevy D********, and he clearly cares about his customers and community. I am satisfied with the agreement we have come to. 
  

  ***** *****

• Initial Complaint

  Date:10/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2021 I purchased a ** Atlas form Cutrubus **. Part of the purchase included free oil changes for life. I was told the company had been sold and when I took my vehicle in for an oil change and was told I will be charged ***** dollars for my oil change! I was then directed to call Cutrubus of Riverdale that instructed me to contact ******************* After not recieving a response to my email I again called Cutrubus of Riverdale and was told that ***** told the woman on the phone to tell me that ******** ** went out of bussiness and nothing could be done for my situation. This seems like an extremly unfaif answer considering the afilation that still exisists between ******** and the ** dearlership. When you call Cutrubus of RIverdale option 3 on the phone is for the exact dealership I purchased my vehicle from. I paid for a service offered by a company and I am now being told there is nothing that can be done. Obvioulsy the company Cutrubus still exsists and can fullfill the agreement.

  Business Response

  Date: 10/16/2023

   

  Dear BBB,

  This complaint has nothing to do with Wasatch Front Kia. 

  The Cutrubus family sold the ********** dealership and all of its customer base and assets to the ********************** in August 2021. The corporation that owned the ********** store has been defunct since December 2021. In addition, Wasatch Front Kia has different ownership and is a completely different corporation.

  As we understand this customers' frustration, please be advised that the Cutrubus family has had no affiliation of any kind with VW since August 2021.

  Please remove this complaint from our file as it does not pertain to Wasatch Front Kia in any way.

  Thank you

• Initial Complaint

  Date:09/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a car from Wasatch Front Kia In January 2022. In July of 2023 we traded in that car for a new one at a different dealership and went to Wasatch front Kia to get a refund for our *** insurance. On august 5 2023. We took in the odometer statement from the place we bought our new car and were told we also needed to fill out form for the gap return and submit a letter of pay off from the car loan from when it was paid off. All things were submitted. We called Wasatch front Kia 3 weeks later to inquire about the payment and we were told they would send everything to their financial girl again to process the payment. On September 26, we again called Wasatch Front Kia to inquire about the refund and we were told we had to contact who we had our loan through to get a refund. We called the loan company and they told us they do not process the *** that it is in fact the dealership that returns the gap. I am not sure why they will not return our ***.

  Business Response

  Date: 10/05/2023

  We have called and tried to contact the customer about this complaint. As of now we have not received and correspondence back. In an effort to further help the customer we have contacted the lender (Capitol One) to see what the status of the refund is for the ************** They have told us that they have issued the check to the customer, and they should be receiving it shortly. 

  Unfortunately, when dealing with insurance companies and lenders these things can take time. If there is any more help, we can give, we will do whatever we can. My name is ***************************** (General Manager), and **************** can contact me directly at the store at ************, or at *********************.