Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from palmen motors in September of 2022. Within days of having this car I had to bring it back with jerking issues which they say they fixed. Again same issue days later now they say its the brakes and routers. They offer to fix these things and got done within a few hours. Fast forward to me having almost every problem you could think of wrong with the car. From replacing the transmission censors to getting the whole engine rewired. Broken crank shafts, needing a whole new Catalac converter. Ive put thousands of dollars in what was supposed to be a reliable car for me and my newborn baby girl at that time. Ive brought it back to palmen twice to see if theres anything they could do for me but of course there is not because Im paying way more for the car then what its worth and Im upside down in the loan! Im stressed and very tired of putting money into this car!

  Business response

  12/10/2024

  Dear ****** ******,

  We are disappointed to hear about the challenges youve faced with your vehicle. Customer satisfaction is our top priority, and we take these concerns very seriously.

  We want to clarify our process and past interactions with you regarding your vehicle.

  All of our used vehicles undergo a thorough inspection before being offered for sale. Any issues identified during this inspection are either repaired or disclosed.

  From our records:

  ~You purchased the vehicle in September 2022.
  ~In late 2022, you visited our dealership regarding minor issues, including brake noise and a transmission sensor diagnosis. The brakes were repaired at no-charge to you, and we ordered the necessary parts and scheduled a follow-up appointment for the transmission sensor replacement.
  ~In January 2023, the transmission sensor was replaced during a service visit when the vehicle had ******* miles on it.
  ~All repairs were performed at no charge to you, except for a one-time $200 deductible. This was done as a gesture of goodwill to ensure your satisfaction. Since that visit, we have no record of further service requests or communication about ongoing concerns with your vehicle.
  

  It's been almost 2 years since we last had your vehicle into our service department, so while we understand the frustration of unexpected repairs and maintenance, the challenges you are describing may correlate normally with the vehicle accumulating age and mileage.

  We encourage you to reach out to us directly if you would like to discuss this further. We are happy to review any new concerns and/or explore possible solutions.
  

  Thank you for bringing this to our attention.

  Sincerely,
  ***** *******
  Vice President & General Manager
  Palmen Auto Stores
  *************
  **********************************************************

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/27 I purchased two vehicles from Palmen. Finance forgot to have me sign a document and called me a day later to come resign that document. Then 2 weeks later they called me to tell me *** ******* lost my paperwork I need to come in and resign the contract. Upon arriving Palmen again had the wrong information for me to sign. It was for a vehicle whose paperwork was funded and approved. It was then said that the second vehicle in question needs the original paperwork to come back the following day to resign for said vehicle. When I asked them what my option was because i wasnt resigning another contract I was told my other option was to not sign and return car and rebuy my trade in. After thinking about it I called the ** and left a voicemail saying I no longer want the vehicle and I will rebuy my car. An hour and a half later said paperwork was found and I didnt need to resign or do anything else. I told them I dont want this vehicle I want my trade in back and he told me thats no longer an option. Spoke to *** financial and was told they sent paperwork for 2 vehicles in one folder so only one was funded and not the other. Told *** I dont want the vehicle and only option they gave me was to rerun car which Palem said I cant do now. Still to this day after almost a month *** has 2 contacts with only ONE account which makes no sense . How can u not have an account for a vehicle I put a down payment on? *** ******* nor Palmen can help me with this situation. Palmen ******* lied to me from the beginning saying it was a *** issue and they lost the paperwork. However it was Palmen that put 2 deals in one transaction and deal jacket. I would like my old vehicle back and Im getting no help. Palmen customer service along with ******* and the ** are horrible!

  Business response

  10/25/2024

  Thank you for sharing your experience with us, and I apologize for the challenges you encountered during the process. We recognize that this situation caused significant frustration, and I want to clarify what happened and outline the steps we've taken to resolve it.
  
  Following your vehicle purchases (leases) on September 27th, 2024, we encountered unexpected issues related to processing both contracts through ***********. Due to an unclear error in documentation handling, *********** requested a resigning, and during this process, our team located the correct documents and confirmed with Kia ******* that no further resigning should be needed. Additionally, to address the delay, and as a one-time goodwill per your satisfaction, we agreed to apply a credit toward your first payment and provided a gift card as an acknowledgment of the inconvenience caused.
  
  Weve since confirmed with *********** that both contracts are now in their possession.
  
  Thank you for your patience as we addressed these issues. If you have any remaining questions, please dont hesitate to contact us directly.
  
  Sincerely,

  ***** *******
  Vice President & General Manager
  Palmen Auto Stores
  *************
  ********************************************************** 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My parents purchased a 2020 Kia ******** new, and prior to reaching their ****** mile warranty **** on electronics, the radio head unit started to de-laminate. This started to occur in 2022. Over the course of the last 2 years, they've been consistently contacting the dealership for updates on when they could get it replaced. The issue they kept telling my parents was that radio units were out of stock and it was a large issue and the waiting period was far out. As mentioned this continued for 2 years until today. My father went in to ask about it, was told there's no records of this in their system and the rep they worked with conveniently no longer works there. Understandably upset, my father voiced his displeasure, the rep he spoke with was rude and banned him from the store and they exchanged more unpleasant words with each other. Potentially contacting a lawyer, but maybe the location will make it right, though it seems doubtful.

  Business response

  07/27/2024

  We sincerely apologize for any frustration and inconvenience that ****************** and his parents have experienced regarding the request of replacement of the radio head unit in the 2020 Kia ***************** reviewing the information provided and conducting a thorough investigation with our Service Manager, we would like to address the points raised in your complaint.
  

  Lack of Record for Radio Replacement Request: Our Service Manager confirmed that there is no record of a repair order or request for a radio replacement associated with your vehicle's service history.
  

  Warranty and Coverage: From the information weve been able to gather, the vehicle has select coverage by a service contract that remains valid by both mileage and date. However, as per the service contract terms, there is a $100 deductible for the repairs. During the recent visit, this information was conveyed by our Service Manager.
  

  Interaction with Service Personnel: We regret that the interaction between ********************** and our Service Manager escalated to an unpleasant exchange. Our Service Manager has stated that he remained calm and professional throughout the conversation. Unfortunately, the situation deteriorated when ****************** used foul language and demanded a free radio replacement. We strive to treat all customers with respect and expect the same in return.

  Resolution and Next Steps: Despite the challenges encountered during the interaction, we are always committed to resolving any issues amicably. However, given the nature of our recent interactions, we believe it is in everyones best interest for ****************** to seek service at another Kia *********** They will hopefully be able to assist him with his radio replacement under the terms of his service contract.
  
  Should ****************** have any further questions or need additional assistance, please feel free to contact ******************** directly, or another authorized Kia ***********
  
  Thank you for your understanding and cooperation.
  Sincerely,
  *******************************
  ******************** General Manager
  Palmen Auto Stores
  *************
  ********************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 the engine on my 2016 *** ******* experienced a Bearing Clearance Failure that catastrophically killed my motor and required a full engine replacement. This issue is known and has had widespread news coverage. After an engine replacement, I was told that if the same issue were to arise, that it would be 100% covered by *** as this IS known. In January of 2024, my car experienced the exact same problem. This "new" engine has less than 25K miles on it. I have performed oil changes myself. *** is now denying any work or coverage due to "lack of following the service recommendations and having oil changes". If I had known that a "new" engine would experience the same problem, I would have gladly paid more money to have the oil changes performed by a service center instead of doing them myself. This process has already been dragged out over several months, and I want a resolution. Another part of the issue is I was supposed to have been given paperwork that included warranty information when I purchased this vehicle. The "paperwork" was given to me on a thumb drive that I was never able to access. That information about oil changes or "service" was never useful to me.

  Business response

  05/24/2024

  While we are sympathetic to ******************** situation, it's important to note that **************** did not purchase the vehicle from our *********** He has also never had any repairs done at our facility. This current visit is the vehicle's first time at our facility. **************** reached out originally because the vehicle was having engine problems and was turned away by another *** *********** **************** was directed to Palmen *** from another *** ********** to try to get the vehicle in as fast as possible. Our technician determined the vehicle did in fact need an engine replacement and followed ***'s diagnostics and flow chart to submit a claim for coverage. ***'s technical assistance center reviewed the information. The engine replacement is being denied by *** due to the requested maintenance records not being able to be provided by ****************. *** ********* that the vehicle needs to be properly maintained and it is the customer's responsibility to keep and document all maintenance records. **************** was unable to provided requested documents and *** declined any coverage for needed repairs. **************** then contacted ***************** and requested assistance from *** in repairing vehicle. *** reached out to our service management team and requested an estimate on replacing the engine. We emailed all of the requested information to the *** District Manager. The *** District Manager emailed our Service Manager, requesting additional information on customer's service records. We did not have any records on file, due to **************** not having his vehicle serviced with us in the past. **************** was also unable to furnish the maintenance records requested by ***. Due to lack of maintenance records, *** again denied any further assistance. Our Service Consultant then reached out to **************** and informed him that *** is not providing any assistance. **************** requested an estimate on what it would cost him to pay to replace the engine. The Service Consultant provided that to **************** and we have not heard from him since. At this point, we have done everything we can to help assist ****************. We need him to pick up his vehicle immediately and for him to find another *** ******************* you and please let me know if you have any questions.

  *************************
  Vice President ***** General Manager
  *************
  ********************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A week ago, on Saturday, September 2nd, I brought my 2008 Jeep Wrangler in to Palmen Motors for a service appointment. I was having steering issues which I was guessing was ball joint and/or tie rod related. I dropped the Jeep off, and later that day I received a call from them with information and a quote for service. I was straight up told it was going to be $8,000 to fix the issue. I was told the steering problems were caused by x4 ball joints, x2 * joints, tie rod, steering control arm, x4 shocks, and stabilizer shocks. When I asked what was causing the steering problem, I was told a combination of everything mentioned above. I can guarantee that the rear shocks and ball joints were not causing the steering problem. These parts usually equate to maybe $800, so they were charging $7,200 for labor? I know that's not right. When I brought the Jeep somewhere else, I was told the steering issues were caused by the front upper and lower ball joints, and the * joints located by the front wheels. They told me the tie rod was fine, shocks were not causing it, and the steering control arm had no issues whatsoever. I believe Palmen Motors was trying to scam me out of money, and I don't want it to happen to anyone else who may not have any other option than getting it fixed there.

  Business response

  09/12/2023

  ****, our sincerest apologies for your experience with us.This is not a typical experience with our establishments. We pride ourselves on offering competitive prices and services, while also providing our best advice and recommendations. We spoke with the service advisor and technician about your situation. It appears to be a simple case of miscommunication. Allow me to explain. When you came in with your concerns, we had ************** inspect your Jeep. The pricing that was given and explained to you was a suggestion that if you were going to fix those parts of your vehicle, it would also be beneficial to replace the conjoining and collaborative parts which equaled the roughly $8,000. Otherwise, it wouldn't make much sense to only fix part of the problem and still potentially have the vehicle be unsafe to drive. To be clear, it was not just the ball joints and u-joints. We strive to take the best care of our customers and their vehicles, which would then earn their trust to return to us in the future. This is one of the main reasons that we prefer to only use OEM-certified parts that are backed by manufacturer warranties, installed by *************** and Certified Technicians. This helps ensure the confidence that your vehicle will reliably and safely operate. Your safety is our top concern. The management staff and the technician will gladly offer to reinspect the vehicle with you, and to go through all of the recommended services and repairs with you. In the meantime, if you have any other questions or concerns, please feel free to reach out to me directly to discuss further. Thank you. Sincerely, ************************* | ******************** General Manager | ******************************** | *************.

  Customer response

  09/13/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a very expensive car from here. They noticed the windshield was cracked and it would be replaced with an OEM one, they used an aftermarket one??. Shocks were leaking, two rims severely bent; there was no way to know this unless the rims were put on an alignment machine or the tires taken off. I offered them to just cover half the cost of the rims which is $ 625; they refused and countered with $200. Mind you this car was over $70k; to me this is horrible business practices.

  Business response

  12/23/2022

  The vehicle underwent the inspection process as required by the State of *********. All inspection points were completed and any and all outstanding items were either itemized and/or resolved. The customer also requested that another inspection be performed by a local shop/mechanic of his choosing. We complied with this request. That inspection also passed and revealed no issues with the vehicle. Several weeks have passed since the sale and delivery of the vehicle. Delivery was coordinated by the customer with the transportation company of his choosing. Many factors may have subsequently resulted after the release of the possession of the vehicle to the customer. 

  Customer response

  01/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  This vehicle was picked up by a carrier on December 3, 2022 and delivered December 7, 2022.  As of today December 23, 2022 at 6:14 pm est the car has been driven 389 miles.  The dealership nor did the inspection company inspect the actual rims.  In order to do this a tire machine must be used.  I dont know if anyone who looks at a vehicle goes thru this process.  The dealership did offer me $200 for the rim damage; that should say something.  As mentioned also; the dealership made me aware of a cracked windshield.  I was told the replacement would be OEM in which an aftermarket one was used.  The front shocks are also leaking.  Obviously the inspection company didnt put the car on a lift and noticed these things, I paid $35 for the inspection I think all they did was open the hood.  I can try to find the report from them.  Also their advertisement for the vehicle was incorrect, I believe I have also mentioned this.  I am not asking them to pay the full amount for the rims, I am asking them to pay half of what I paid finding a set of used ones, i paid $ 1,250. 
  
  Also Palmen says I now have had the car several weeks.  The car is fully paid for and I do not have the invoice and other documents from them
  Regards,
  
  ***********************

  Business response

  01/03/2023

  Were disappointed to learn of Mr. ******** dissatisfaction. As previously stated, the vehicle underwent the inspection process as required by the State of *********. All inspection points were completed and any and all outstanding items were either itemized and/or resolved. The customer also requested that another inspection be performed by a local shop/mechanic of his choosing. Palmen had no influence over the independent inspector chosen by ******************, nor the inspection itself. Both inspections passed and revealed no outstanding issues with the vehicle.
  
  Rims and tires are not required to be dismantled as part of the ********* inspection, nor is it customary to do so. The vehicle exhibited no road control or drivability issues while in our possession. The pictures sent by ****************** are difficult to make out clearly (not sure why the rims are butted up against one another vs. having separate pictures of each rim and clearly marking the affected areas that ****************** is trying to describe?).Regardless, the tires and rims held air and showed no signs of any safety hazards while in our possession. It may be possible that damage was incurred by whomever was dismounting the tires for ******************, since special equipment and training is required for this type of service.
  
  This is the first were learning of the leaking shocks that ****************** claims. Neither our inspection, nor the independent inspection requested by ******************, revealed any concerns with the shocks.
  
  The cracked windshield was found by our staff,and immediately disclosed to ******************. The conversation with the salesperson consisted of our commitment to replace the windshield, at no cost to *******************The only *** discussion was in regards to the film on the windshield that the *** (Heads-Up Display) projects against the salesperson informed ***************** that the replacement windshield would have a similar film as the *** one did.
  
  The vehicle purchased by ****************** met all regulated items at the time of the sale, however its important to note that this is a pre-owned vehicle, that is over 5 years old and has roughly ****** miles on it. All elective protective coverages (i.e. service contract, *********************** etc.) were declined by *******************
  
  Our office verified that Mr. ******** paperwork was indeed mailed to him on the day that the vehicle was being picked up by his transporter. They show records of the paperwork being delivered to his address as well. If this is not the case, well gladly expedite remailing copies of Mr. ******** paperwork.
  
  It is not clear on what ****************** means by their advertisement for the vehicle was incorrect. We transparently advertise and price our vehicles. All pricing and details are believed to be accurate, but we do not warrant or guarantee such accuracy. The prices shown may vary from region to region, as will incentives, and are subject to change. Vehicle information is based off standard equipment and may vary from vehicle to vehicle. We always encourage calling or emailing for complete vehicle-specific information. In addition, MSRP pricing may not represent actual selling price of vehicle.
  
  It's important to note that ****************** asked our salesperson to falsify a purchase agreement so that he could pay less in taxes for the vehicle. Our salesperson immediately informed him that we do not engage in any illegal activities, and in this case, being asked to make a fake purchase agreement.
  
  ****************** was afforded a great length of time to make an educated purchase decision. His original inquiry on this vehicle dates back to October 19th, 2022. On November 7th, 2022, ***************** actually flew in to visit the dealership. He had an opportunity to visually inspect the vehicle, drive the vehicle, and have any and all questions answered. There were countless communications between ****************** and his salesperson, along with our management staff, during this entire process. Our staff was friendly and cooperative along the entire course. To the best of our ability,we clearly represented the condition of the vehicle, the price of the vehicle, and what the terms of the overall deal/transaction would be.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 16, 2022 I took my 2015 Cadillac Escalade to Palmen Motors to have service done. Let me mention that we do have an extended warranty plan through Endurance. The check engine light was on. I made the appt with a service advisor named *********************. Later that day I was told that the #4 fuel injector was bad. I said to replace it. While attempting to do that, they bent the fuel rail but expected us to pay for that. That they broke and they would not pay for it. So, we had no choice. They put the car back together and still not working properly. Palmen came back to me stating now they had to do that entire side of fuel injectors so that would be #2, #4, #6 #8. So we again got charged labor to now go and re-take parts apart. I got the car back April 12th. Endurance paid for their part which was $3,194.25 and we were responsible for $2,268.16 to which we wrote a check for. I brought the car home. My husband said it wasn't running properly. (he runs a service **** at another dealership). He had me stop payment on the check. We were then faced with a health emergency for my parents and were out of town for about 3 weeks. Fast forward to now and the check engine light it on again on the Escalade and the EXACT same problem is happening. I don't feel that I should have to pay them until this is fixed. It is not. They already received 1/2 the money for the **** from Endurance. I need this car fixed. And when it is, I will pay them what is owed on our part. The service team made me feel like a burden. Everytime that my service advisor would call me he was argumentative.

  Business response

  05/31/2022

  Please note that the incorrect location was chosen by the customer to file this ******************** Complaint. This vehicle is not being serviced at the Palmen Motors location. The correct location, according to the customer's comments, would be the ******************** Buick GMC Cadillac location, NOT Palmen Motors. We suggest reaching out to the management at that location to attempt to resolve this matter. Their phone number is *************. Thank you.

*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. ↩