Complaints

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had reached out to Preston *** on June 11th because they were having a no matter what you owe we will pay it off event. They reached out said that they could help me but my payment would be over what I wanted to pay but I would be able to get into a new ******. I was also told I could keep my old car and was approved for a second car. On June 12th I went to the dealership and wasted my first day of vacation sitting there to be told we dont have a car that would work for you. Then I was told I was approved for any used car that I wanted. I was very frustrated with the salesman at that point so I said forget it and left. I got thinking about it and decided to go with a used equinox. When I left the dealership I didnt realize I didnt get my registration back I told the salesman he said Ill sent out next day or have it delivered. Later on the 12th I got a text from ***** the salesman saying great news about the equinox we are selling it to you under our cost at ****** and he was giving me that special deal because of the mishap the day before so thats why he doesnt mind selling below there cost. Then he called back to,tell me approved but needed 500 down I said couldnt do. He then called back saying even better deal lower payment at a credit union and no money down he didnt tell me the price went up. So they delivered it and I signed paperwork and they never said anything about the price. They didnt deliver the registration soma steel later I reached out and they said would need to send me money for it never got that either. I went to look through the paperwork from delivery to,make sure and noticed that the price I paid was $1277 more then I was quoted and I gave a message on my phone to prove. I enabled owner and he had someone call and say making everything right he orders me a new registration and then I questioned the price he called back and said when they would make right but I only got $577 back because they said the other was documentation fees

  Business response

  07/26/2024

  In reviewing all the documents within this deal and text messages with the sales person, I have found that the original deal was selling at ****** with a payment of $513 a month with putting $500 down. ****** agreed upon this deal. The paperwork that was finalized with a better call from the bank was with 0 dollars down with a monthly payment of $476. There was miscommunication on the down payment and it got added to the cash price of the vehicle. Preston's Kia reimbursed ****** that amount due to the miscommunications. Now the other money that is being questioned is the $699 documentation. On the purchase and sales agreement this is listed out itemized. On the bank contract it is calculated with the cash price of the vehicle. I unfortunately can not reimburse the documentation fee as I have to charge every customer the same amount. The registration for her old car did get put in the shredder. I personally ordered her another one on DMV and supplied her with a temporary until it came in the mail. Multiple people at the dealership have talked to ****** to eliminate her concerns I do not feel that we showed that we did not care because we did. We thought that doing these things had eliminated ill feelings and we are sorry that she feels that way.

  Customer response

  08/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is my response to complaint #********. First off I never agreed to the deal putting $500 down. I told him I was not able to put down ***************************************************************************************************************** out. The salesman called me back and said that he got me a better deal with a credit union with no money down, but never told me that the price has changed and the reduction in the price was only because they wanted me to put 500 towards it to bring it down. When they brought the car in the paperwork, nobody ever went over the price with me. They just had me sign it. I understand theres documentation fees and everything else that are added to the end, but that wasnt explained to me that my special price wouldnt be the same with this newloan that they came up with. Im not sure who it was that responded to the complaint but theyre saying that I talked to numerous people and I didnt. I tried to get a response from the salesman about my registration being lost from my car I was keeping and he kept putting me off about replacing my registration that they lost. I then got nowhere so I emailed the owner and he never emailed me back, but he gave my information to ****** and told him to get a hold of me and fix it so everything went good with ****** and *** had issues with the whole front of the car shaking when I apply the brakes and I explain that to him and the window wouldnt close in the back, he would have picked up and then give me a car to use and they would make it right. They blamed the window on the rain guard that was in it so I told him to take him off and they only took the back two off and threw them in the back of my seat and then they told me that they couldnt find anything wrong with the brakes that they passed inspection, which I bought the car in July  and the inspection was done in May so it wasnt inspected for me. It was a previous inspection done and it is shaking the whole front end and the brake pedal when I step on the brakes ****** and the owner again and Ive got no response, but I dont feel that the car is very safe for my three-year-old to be in. Were coming down off the interstate. It shakes really bad. Im afraid that its not gonna stop , only two people Ive actually talked to is a salesman and ******. They did refund me $577 but still there was more of a difference between what I was quoted as a sales price. Ive been closed pictures of the text messages between both of them and a picture of the sales receipt. 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My *** has been at Preston's for a month and every time I check in it sounds like there has not been any work done. What should have been a week at most has taken much longer and as far as I have gathered no work has even been done.

  Business response

  06/24/2024

  Tell us why here...This customer "***************************" Purchased this 2017 ******** from ***** CDRJ of Barre. After he purchased this vehicle, it was brought back to ******* with concerns. ***** CDRJ of Barre sent this vehicle to us for diagnosis on May 23rd 2024. ******* as the service advisor. ******* wrote the Repair order and *** was the Tech to diagnose.  The vehicle was diagnosed, and repair estimate was provided to the customer (Hunter) on 05/29/2023. ****** then got mouthy with ******* as he thought his concerns should have been covered by warranty which expired October 20, 2022. On 5/30/2024 ****** emailed his Salesperson from ******* to following email. In attachments is the email.
  
  
  
  
  
  The salesperson then escalated it up to his sales manager and the sales manager "*******************" had then written the following email to Hunter. 
  
  
  
  
  
  The customer then reached out to ******* and expressed that ******* agreed to pay for it but ******* was not made aware of the cost. ******* then tried reaching out to ******************* to obtain written approval on the estimate we provided. ******************* from ******* was not responding to *******'s requests. ******* then reached out to the service department of ******* CDRJ of Barre where he spoke to the ***************** manager *********************. ***** had to call the repairs into the Service Contract they had sold ****************. ***** then emailed ******* on June 6th, 2024 with the green light to repair the Blind Spot Detection system warning and the Hydraulic Clutch Actuator along with the inner fender liners and engine under shield. The parts were ordered on June 7th and received on June 12th. The vehicle was then scheduled for repair. The repairs were completed on June 20th, 2024. 
  
  
  The hold up in all this was getting the approval from *******. The worst part of all this is, we had Diagnosed and recommend these same repairs on this vehicle for ***** CDRJ in October 2023 at which time they declined the repairs due to the cost and the fact it was not covered by warranty due to Physical Damages. 
  
  
  As of June 21, 2024 ***** CDRJ of Barre has picked up ******************** vehicle and will return it to him. They have also been advised to let **************** know that he is no longer welcome to bring his vehicle to Preston's Kia. ********************* from ******* had informed ******* that **************** is no longer welcome at ******* either, as he had crashed the loaner vehicle they provided him and it was towed to ****************** on June 20, 2024. 
  
  
  
  
  
  

  Customer response

  06/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  The details regarding this are all accurate as recorded however I do not believe that ****************** have taken any ownership of their failures. Where I and my insurance are paying for the damage I have done to their loaner they had to be threatened with BBB action to get anything done. I do not think it is acceptable that they finished the job only when I took action and not simply because it was the job they were hired to do. Prestons and ***** are public places of business and I will make my presence if I do choose. But it will certainly not be to have any sales or service done as they are wholly incapable of providing a positive experience for either.
  
  FAQ
  
  Regards,

  Hunter

   

   

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 26th I was at Preston's Kia for an oil change and decided to ask what my car's value was as a trade in. On that day I gave permission to run my credit. However, according to my credit report they ran in before I even got there. On April 25th there was a report of a credit inquiry from them. I hadn't spoken to anyone at that point about my car. I was simply there for an oil change when I asked so this was not pre-discussed with anyone. Absolutely nobody from that company had my permission what so ever. I called and they deny it however, I have my credit report saying different. And it has their address on the report. My credit has dropped because of these actions. I do not feel it should be legal for them to run someone's credit without permission. And now I have a lower score to deal with. Not to mention all the problems I have had with them before. My tires and rims "coming up missing" as an example.

  Business response

  06/04/2024

  Good Morning,

  *************************** did come in first thing. She did ask about the value of her vehicle. ******* also did a credit application giving us permission to pull her credit. I have the credit application and the credit report pulled sitting here at the dealership. Her credit application is dated 4/26/24 with a time stamp of 9:01CT printed the day of pulling her credit. The day previous we did not even have the capability to pull her credit as we did not have the necessary information to do so before she gave us the information. I don't know if uploading a customers personal information here is acceptable so I am not uploading that until I have been given permission to do so. After her credit was pulled and a deal was presented to her she didn't accept the amount we would give for her trade and didn't have anything that would work for her. She stated she would stay in her current car and we said okay. We only pulled her credit when we had permission to. I do have the time stamped documents to prove this. Not sure where to continue to proceed from here.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My brand new 2023 Sportage I have had 1.5 weeks broke down while in ** on vacation. Check engine light came on and overheating. When I called *** they made me use ***s roadside assistance. They towed the vehicle to the closest *** ********** which is in **. *** has yet to tow my car back to ** and ** cant fix it until June. Prestons needs to get my car back to their ********** and fixed.

  Customer response

  05/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

*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. ↩