ComplaintsforHart Motor Company, Inc.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car broke down while I was on vacation, on July 27, 2024. I live in ** and the car is in Salem, VA, near Roanoke. The Kia dealership in Salem said to leave the car with its service dept., Hart Motor Co., and it would be looked at during the following week. After numerous phone calls, Hart Motor Co. has said the car has not even been diagnosed yet and it may be 4 TO 6 WEEKS before it is. My wife and I have contacted Kia corporate customer service, and they have opened a case and escalated it. ************* As yet, they also cannot get an answer from Hart Motor Co. as to when the car will even be diagnosed, never mind fixed. In the meantime, my family has to rent a car. I would like an estimated date as to when the car will be fixed. If the dealership had told us it would take this long, we may have brought it to a different garage to be fixed. This is completely unacceptable. The car is under warranty and I would like it back asap.

  

  Business response

  08/29/2024

  We are sorry you had the mechanical breakdown.We have done a preliminary inspection of this vehicle ( AUG 8 )         Full of oil , but does have varnish inside of engine          Special policy does require vehicle registration and oil change records       31,825mile gap.           Customer has been notified, no response as yet.         Customer does have an open case #********.We received registration information from the owner and have been waiting on oil change records to follow. The customer has now(August 29) supplied everything KIA has asked for to move forward in their process. We plan to get the vehicle in as soon as next week and get the necessary parts ordered once the final inspection is done.If you have any questions, please contact my service manager, **** **********.

  Customer response

  08/30/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Neither KIA corporate customer service, which has opened a case and assigned a case manager, nor my wife and myself, have received this information from the service center. The service center has not called my wife or me to give us an update, and it has not returned numerous phone calls and emails from Kia CS. Further, I am unclear as to why an "inspection" is mentioned. The car's inspection, registration, and service are all up to date. There is an inspection sticker on the windshield with the date. I would appreciate a phone call from the service center for clarification on this message to BBB, and an update on the status of the car. Additionally, the Kia CS rep is awaiting a response from the service center and/or dealership. Regards, ******* *******

  

  Business response

  09/04/2024

  Mr. *******, I have asked my Service manager to call you, his name is **** **********.Our number is ************Sincerely, Daniel Hart   

  Customer response

  09/09/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. While there has been progress, I still do not have a time frame as to when the car will be fixed and returned. The manager did contact me. He said the engine will need to be replaced and a new engine has been ordered. However, as of Friday (9/6) afternoon, Hart Motor had not informed Kia CS of this diagnosis and any further action, and there is still no time frame for completion of this job. I would like just an estimate of when the car will be fixed -- I am not looking for an exact date. This has been extremely disruptive and stressful, and again, if we had known it would take this long we would have found a better alternative. Thank you. Regards, ******* *******

  

  Business response

  09/11/2024

  My service manager will speak with Mr. ******* again about his repair and finish time. The car is scheduled to be completed by Friday.Our number is ************ if any other questions regarding repair or pick up arrangements. Please ask for **** **********.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased GMC 2022 end of Dec for 60,000 (Retirement gift self,cash) Wanted all safety products. Did not notice no side collision warning. Was told I have every thing I needed. Drove truck < 3 weeks and went back and said would trade up for truck with all the options. They offered me 45,000. Truck had <3000 miles. Its a used truck. I left, End of April traded used truck for Dodge with all safety devices, even trade. Truck was sold with on star for 1500$ which I did not want. Called on star to cancel #*********** subscription and get refund. On star said dealer provided coverage. Was told by dealer that's how GMC sold the truck with the on star plan. Called GMC customer service and was told if customer wanted on star they could up load on purchase. Not required. Went back to Hart 2 May and asked to speak with manager. Brought back and manager with another man there and told them about problem. Manager 1 printed up the invoice to explain how the on star was included in the sale and handed me the invoice. Conversation went on and I started to fold up the invoice and put it in my pocket. #2Man told me that I couldn't have it, that's GMC property. I said its my invoice. He became very loud and aggressive and told me to give it back. I said no. He then told me to get out of the building and move toward me aggressively. He walked on my back side toward the front door. Receptionist sitting at front door started to talk to me and said she like the color of my car. Man #2 gave her the shut up sign and continued to walk me through the door. I left. I'm a retired veteran with the present I gave to my self. I lost 15,000 dollars in 4 months due to unreputable workers. I worked 39 years in the same job and saved my money. I did love the Truck, it was very big and that was the reason I wanted all the safety warning devices. I am turning 67 in a few days. My retirement present gone. Thank-you Hart Motors

  

  Business response

  05/08/2023

  Dear Mr. *********, I am very sorry to hear of your dissatisfaction with your purchase.The truck you purchased was shipped to us August 30. Your purchase date was November 28. The day you took delivery of your truck, my Certified GMC sales person went over the vehicle with you again, and went over everything including online registrations as we do with every customer.The truck you purchased was discounted over $3500 and you were happy with the deal.The OnStar was in fact built in, or included in the MSRP of this vehicle from GM and shown on the Maroney label attached to the window of the truck before you bought it.The purchase price was 56912.18 in November. We offered you $50,000 in May. Vehicles depreciate, considering over 5 months of time and a model year change from '22 to '23. I understand during your last visit which you describe above, you told my employees that you had employed a lawyer. My people have been instructed to end any conversations when someone says they have a lawyer.In summary, I cannot help you with depreciation or the price you paid for the vehicle which included OnStar. 

  Customer response

  05/08/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ****** *********

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took vehicle to ***** **** *** ** ************** on 04/06/2023 to have passenger airbag light issue fixed. They informed me that the issue is related to a recall notice that was completed incorrectly by Hart Kia in Salem, VA. They stated because it was a recall that was completed incorrectly that we would have to take the vehicle back to Hart Kia and it would be fixed under the recall at no charge. On 04/19/2023 Hart Kia called with an estimate of just under $1200. When I brought up the fact that it should be fixed under a recall notice the representative on the phone instantly stated that the recall notice was fixed and this was an unrelated issue. I restated that the previous dealer was able to locate the recall for the exact issue and that it was tied back to previous work done by Hart Kia. The representative simply said, "Well, they were wrong." He did not pause for even a second to check the recall information during the conversation. ***** **** *** invoice with reasoning why it was related to the recall attached.

  

  Business response

  04/20/2023

  The information regarding the job(recall) is attached for reference.In doing the job, the instructions are to cut, and detach the retaining clip. (Not cut any wires) This job was done for the original owner October 18, 2021 @ 80,794 miles.The vehicle was then brought in from ********* **** ***** March 28th, 2022 with 86,973 miles to have other work performed.Now the vehicle has 103,337 on the odometer. I'm sorry our personnel didn't tell you what you wanted to hear, however we cannot be held responsible for the repairs now needed for this vehicle.Mistakes are certainly made by our people, and we do our best to make it right when this occurs. However in this particular case, we cannot participate.Sincerely, ****** ****   

  Customer response

  04/20/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. It would seem that a dealership’s service center to decline working on a vehicle that I brought in fully expecting to pay full labor and parts because they found that the issue was tied to a recall rather than completing the repair would be self sabotaging. Hart Kias response does not explain why the current issue is not related to the recall. Regards, **** *****  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I brought a used 2019 kia shortage. I felt pressured and was giving multiple phone calls in purchasing the vehicle. I finally got the vehicle and didn’t notice any issues about the car when test driving. The next day I had issues with the right front tire and brakes. I took the car to get the brakes fixed and a couple hours later the brakes were squeaking again. ***** ***** was very rude towards me and told me it took me two weeks just to make a decision about the vehicle. I want to give the car back. I’ve never felt so disrespected, pressured and pushed to buy a vehicle just for me to be an unsatisfied customer.

  

  Business response

  02/11/2022

  Ms. ****** took 2 weeks to make a decision on the car she purchased. She kept changing her mind, and changed what vehicles she actually wanted.Before she did the paperwork on the vehicle she purchased, Mr. ***** reiterated to her..."are you sure this is the car you want to buy." She responded in the affirmative and signed all her paperwork for the car purchase.Today, we took her tags off the vehicle and returned her money to her and wished her good luck. 

  Customer response

  02/11/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ********They did not ask me was I sure this was the vehicle I wanted. They were actually trying to put me in a much higher mileage vehicle. I’m satisfied as the contract has been voided. 

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