ComplaintsforHanson Motors Inc

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  INCIDENT 3: On 30 May 24 I dropped my KIA ******* off at the Hanson Motors dealership for a recall repair and complicated warranty. When I dropped the car off, there was exactly ***** miles on the Odometer. My car then sat at the dealership for the next month and a half waiting for a ******* qualified mechanic to work on it and for parts to arrive. On 22 Jul 24, the Service Manager notified me they now had the parts to fix the car, and that it would be ready for pick-up the following day. On the afternoon of 23 Jul 24, the Service Manager called me back and said my car was ready. I said I could come in the next day to pick it up. The next morning when I got in the car, I immediately noticed the fuel level was at less than 1/8th of a tank and I only had 45 miles left until empty! So, I checked the Odometer and found it now read ***** miles, a difference of 105 miles! I had to get to work, so I left the dealership and barely made it back to ***************, **, where I work before it ran completely out of gas! When I got home that evening, I called the Service Manager asked about the excessive mileage and lack of fuel in my car when I picked it up. He said it was routine for them to test drive a vehicle 100+ miles whenever an extensive repair is completed. That statement was absurd! Most likely what happened is that since my car was a high-performance model and was just sitting around their lot for a month and a half, someone decided to use it as their own personal vehicle during that time, and their extended test drive ended only when they ran it out of gas!During the above-described incident, I was treated with total disrespect, bordering on contempt, and their overall lack of professionalism is shocking. Surely, they dont treat all of their customers like they treated me. If so, I think they would have gone out of business by now. Anyway, someone on their end owes me $63.02, which is what it cost me to refuel my car.

  Business response

  07/29/2024

  It is against company policy for someone to go joy ride a customer's car. Sometimes an extensive test drive is needed to duplicate a concern or to make sure it does not reoccur after being fixed. If **************** would like to contact me directly, I will gladly reimburse him for his gas.

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

  General Manager

  Hanson Motors

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

  Customer response

  08/01/2024

  Okay, *************** from Hanson KIA just called me and they are sending me a check for both the title fee and for the amount it cost me to refill my empty fuel tank. That should do it. Ill request both the BBB actions be closed. Thanks again for all your assistance with this!

• Initial Complaint

  07/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  INCIDENT 2: On 5 May 22 I paid off the loan for my 2020 KIA ******* GT-1 and subsequently received a Paid in Full letter from KIA ******** with whom I had financed the car. I then waited about a month for them to send me the vehicle title, but they never did. I called them to find out about the status of my title. They alleged that they had mailed it to me and that I should wait a while longer for the title to show up in the mail. I waited another month and the title never showed up. I got tired of waiting for the title to arrive in the mail and I was getting suspicious about the status of the title, so I went to their website and downloaded a Lien Release just in case I needed to request a new title. I then called KIA ******* back again and asked about my title. They advised I should have received it by then and that it must have been lost in the mail. So, I then took the Lien Release to the *************************** of ********* (DOL) and requested they issue me a new title for the vehicle, which cost me $35.50. After that I contacted KIA ******* again and requested they reimburse me for the cost of the title since I had already paid tax, license and title fees when I purchased the car (which is reflected in Block 4 of the attached Buyers Order). They refused to reimburse me for the title, claiming they were only required to provide the Lien Release on their website when a title was lost, stolen, etc. I then contacted Hanson Motors, which was the dealership that sold me the car, and asked them to reimburse me for the new title I had to buy. The sales manager I was talking to refused and hung up on me. So, somebody owes me $35.50, and I don't care who pays it.

  Business response

  07/29/2024

  I would like to apologize to **************** on the run around that he has received. Although we have no obligation to do so If **************** would like to contact me directly. As a gesture of good will I'll take care of the $35.50 title fee.

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

  General Manager

  Hanson Motors

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

  Customer response

  07/30/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2017 *** **** in to a local ***** dealer, as I could not make it to Hanson in the condition it was in. The ***** dealer diagnosed it as a fuel pump problem, it needs to be replaced. I have an extended warranty that says the fuel pump is covered, but Hanson Kia has failed to release my *** for warranty repairs for 4 days and counting. I have tried to contact them several times with no call back from a manager.

  Business response

  06/18/2024

  To whom it may concern.,

  **************** vehicle was released on Friday June 14th. We apologize if it was not done in a timely fashion. Friday was the first time we were notified by the customer to release the vehicle.

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

  General Manager

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, I am writing because I am having trouble getting through on the phone with ********************* I believe they have black listed my number from being answered so that they do not have to replace my engine that has been leaking oil due to a factory recall SC176. I believe my 2016 kia **** has been affected by the over heating catalytic converter recall. When I call I get put on hold and no one returns to finish said call. Are you trying to avoid assistance with this issue? Please reach out as soon as possible. My vehicle is still covered under the 150k warrenty that was recently extended because of said recall. When I call hanson Kia they say that there is no record of this yet, I had the update installed to attempt to prevent said issue even though it is still happening.

  Business response

  05/16/2024

  Called Debben . We talked about what she has had done with the car and explained what warrantees came with that. Made sure she had KIA ******** service number so she could call them to see if they could help. I told ****** if she needed more information or help with KIA ******** service to call Me direct, and I would help the best I could.

   

• Initial Complaint

  04/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had my car serviced at Hanson Subaru on March 16, 2024. Later I received and advertisement from SiriusXM for a "free" trial. On the advertisement was information about my vehicle and the service date, along with my name.This is infuriating. SiriusXM has no right to know anything about me. I am outraged that this information was shared with another company. I will never ever ever set foot in any Hanson Motors establishment again, but the damage is done. My information is in the hands of a company that has no right to it. I want Hanson motors to ensure all traces of me are removed from Sirius XM data storage. I want Hanson motors to stop sharing customer information without consent with companies that have no right to that information.

  Business response

  05/05/2024

  We are very sorry that we upset ***************. *************** has customers public information form the vin numbers of the vehicles that have  Sirrus/XM radio in them. Hanson Motors does not solicit outside advertising or share nonpublic information.  When a repair order is generated if that paticular vehicle does not have an active  Sirrus/XM radio account  Sirrus/XM sends the customer a free trial offer through the information they have. I have called the local Sirrus/XM represenative and asked them to please remove **************** from there list. If *************** has any other question she can reach out directly to me ************** ******************* General Manager

  Customer response

  05/05/2024

  I do not have an active SiriusXM system.  I understand that the previous owner may have communicated with ****** and it could have gotten the *** prior to my assuming ownership of the car.  However, ****** could not have gotten the date of service through any means other than contact from ****** Subaru.  It had no right to communicate any information to Sirius about me or my vehicle.  I do appreciate ****** asking that my information be removed.  I want to ensure the information that ****** received from ******* is removed.  This will take more than one request - it will take a letter from ****** to ****** confirming the removal.  Thank you.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2024 Subaru Outback on December 28, 2023 from Hanson Motors. This is the 3rd car Ive purchased from them. My 2020 Outback had been totaled when I hit a cow. I had my insurance settlement and planned to pay cash for my new car.On December 28 I went in to alert Hanson that I was looking to get a new car and gave them the specs I wanted. I had no plan to get a car right then. But somehow we ended up negotiating a price on a car that was in another town that fit my needs. I made it clear that I was paying cash for my car. I also told them I had personal plates. I had no interest or need in financing, but they said I needed to. That it was just a formality and that I had 40 days to pay it off, no charges or penalties. I signed the loan paperwork even though it seemed weirdI didnt need a loan!I took them a check and they said it had to go to the bank. So I got a new check for $40,268.43 which was on the statement and drove to a Chase branch to pay off my car. The bank said it was a payoff and that I would get my title in a couple of weeks. No mention of other charges. Imagine my surprise when I got a bill for $236.98 for a loan I had never used. No mention of interest was made by Hanson Finance or I would have called off the loan. I signed the agreements, not thinking that interest would apply to a payoff before payments were required. They knew I was paying in full. I was a repeat customer. I trusted them that it was just a formality and that I would not have charges. I feel like I was badly taken advantage of, not listened to or respected. I could have just left them a deposit and paid for the car when I picked it up. I have heard of dealerships taking advantage of, but thought I was smarter than that. Apparently I was wrong and feel like an idiot for signing a loan I didnt need. I dont feel like I should have to pay the $236.98 interest. BTW they also ordered plates for the car when they knew I had my own. Cost me $50 to transfer those.

  Customer response

  03/05/2024

  I spoke to the General Manager at Hanson and he was very apologetic and is sending me a reimbursement for the interest payment.  I explained how I had felt disrespected and not listened to and rushed into applying for a loan that I did not need and he agreed that he needed to clarify proper communication and documentation to his staff. 
  I, at this point, consider the matter resolved. 

  Business response

  03/05/2024

  I have spoken with ************* about what transpired when she was at the dealership, and we agreed that this was a lack of communication and listening skills. We agreed to refund $286.98 to cover the interest and plate transfer. ************* is a great customer, and we are sorry that this miscommunication happened.

   

  ******************;

  General manager

  Customer response

  03/05/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We visited the Hanson dealerships on Nov. 20th. shopping for a new vehicle. We first looked at and drove Subaru's and then walked next door to look at the ***** with the Hanson Subaru salesperson.The salesperson showed ** the only Sportage that they had on the lot and my wife drove it and liked it. We were unfamiliar with the trims because we hadn't research them beforehand but told the salesperson that we wanted the highest level trim available. The salesperson assured us that it was and had all the options available on the Sportage. My wife even asked if it had the multiple camera's that showed the view from above, and I ask about the premium sound system, (both of which are features on the highest trim) and were told that they were included. We decided to purchase based on this information and wrote a check for $500 to have your dealership locate one with the desired color.When we arrived home, about an hour later, I went to the *** website and I discovered that the vehicle wasn't the vehicle that was described to us when we agreed to purchase and wrote the check, but was actually five trims below. I immediately called the salesperson and explained the situation to which he subsequently told me that he was sorry, and to go online, build the vehicle we wanted, and bring it in. I told him in the mean time I didn't want that check cashed until we figured this out ( it wasn't fair to negotiate the price of an alternate vehicle after paying them money) and he said not to worry that they wouldn't.It has come to our attention that the $500 check that was written under false representation was cashed. I emailed the sales manager as well as the general manager of the dealership asking that our money be returned and have yet to receive a reply.We paid them money believing that we were purchasing something else due to them providing false information and misleading us, and now they refuse to make it right.

  Business response

  11/29/2023

   We deeply apologize for any inconvenience. We have no intention on keeping any money for a car we cannot produce. This is the first time I have heard of this. I have rechecked emails and do not see any correspondence.  A refund check will be cut today 11/29/2023. 

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

  General Manager

  Hanson Motors

  Customer response

  11/29/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 2-2-2023 we purchased a 2017 ***** Pilot from ********************* an employee of Hanson Kia Olympia, he told us the Price was ********* but when i attempted to set up automatic payments i noticed they charged us *********. I called *************** who agreed the price he gave us was ********* so if there was a different price i would have to talk to the financing department, which i did and was told i signed the contract saying ********* so even if i talked to the general manager, ******************* he would go off the ********* price. i left a message for *************** asking to call, he attempted once but after sveral more messages i have yet to talk to anyone capable of correcting the error. Can you please advise me of how to obtain the quoted price?

  Business response

  02/16/2023

  We are very sorry that Mr. ****** feels like he did not pay the ************ for his vehicle. We have made several attempts to call Mr. ****** to schedule a time to sit down with him and explain his paperwork and discuss his transaction. At this time, we have not been able to contact him. Mr. ****** can call and set an appointment if that is easier **************.  After reviewing with the sales consultant and looking at all pieces of the paperwork Mr. ****** signed, he was charged the exact price he was shown an agreed upon by proof of his signature.  We would be happy to provide Mr. ***********;with all this paperwork if he does not have copies himself.

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

  General Sales Manager

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a warranty for our door motors, so we contacted Hanson motors. They were able to look at it and replace them. When we got our car back they told us the cracked one of our panels and that we would need to bring it back to get it replaced. We got it replaced and the color did not match the rest of the car. We came back and talked to them and they said there was nothing they could do. I explained that theyre the ones who cracked it but they couldnt pay to get the right colored mixed in? They claim its 2015 paint and it wont look the same. But we recently got our bumper replaced and the shop that replaced it was able to match the paint color of our car to the ** Hanson told us we can get it blended but we would need to pay out of pocket. Personally thats not how you should run a business.

  Business response

  02/14/2023

  We apologize for the inconvenience and misunderstanding regarding the concern. We have shown pictures of the concern to the 3rd party vendor that painted the panel on behalf of the dealer. They have acknowledged that the panel was not correctly painted by their technician and have agreed to repaint the piece in question to correct the issue. Our Service Manager will be contacting the customer and arrange to have the vehicle brought in so the issue can be addressed.
  
  ***********************
  Fixed Operations Director
  

  Customer response

  02/15/2023

   
  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.
  
  Sincerely,
  
  Acacia ***********************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a Subaru Outback Onyx special edition in 2020. We took the car in for regular maintenance, tire rotation etc. We started noticing a severe shaking when braking and the car felt out of balance. The service department informed us nothing was wrong at 2 visits. The third time we brought in, we were informed the brakes and rotors were bad and it was past the warranty, It also had a recall that needed to be checked out. The car went in for service, it was there for 3 months. We received a call saying it was ready for pick up. We asked if the brakes and rotors were fixed, because we had previously been told we would have to pay $980.00. We were told that was not a problem? I said have documentation saying it is? It is not shaking now, so it is not a problem. I asked was it fixed? He said I don't have to answer that? I said excuse me? Mam, you need to leave. I was confused, I had a written statement saying I needed new brakes and rotors and would have to pay for it due to the expired warranty and now they are fine? Again, he told us to leave even though we requested a test drive to assure us the problem was fixed. We were handed our keys and directed to the door by the service manager whom had told us the brakes and rotors were shot at our last visit. This time no explanation as to how that resolved all on it's own. We were without our car for 3 months, we were treated very rude by the service manager, *** and he gave us information that was not true regarding needed repairs. In addition we had bought 2 special edition onyx outbacks, ours and our daughters from ****** Subaru. I was hurt, embarrassed and insulted by the way we were treated. We now lack any trust in this company, My husband and I left and took the car to ********************* in ******. We ended up trading it in for a different car. I think the BBB should be aware that the manager, *** in the service department is dishonest regarding necessary repairs and cost with customers.

  Business response

  11/11/2022

  To whom it may concern,

  The original customer concern and their description of what would occur with the vehicle when experiencing the concern were indicative of a potential issue with the brakes. It was found that the vehicle had two contributing factors contributing to what the customer was experiencing. One of which was a shudder from the transmission when decelerating from highway speeds i.e., freeway offramp. The other was a vibration when braking which was noticeable under various braking conditions i.e., surface streets and at highway speeds. The transmission issue was identified and subsequently repaired under the manufacturer warranty. The customer was provided an estimate to repair the brake concern if desired as the warranty coverage provided by the manufacturer had expired. The customer was provided a complimentary loaner vehicle while the vehicle was in for service. We apologize for any miscommunication or misunderstanding regarding the vehicles concerns, the root cause of those concerns, and how those individual components were contributing to the overall conditions experienced by the customer.
  
  ***********************
  Fixed Operations Director
  
  
  

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