ComplaintsforDutch Miller Kia

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Dutch miller on February 14th 2021,upon purchasing said vehicle I also opted to purchase gap insurance.I then paid the vehicle off before the term of the loan in January of 2024.Therefore I’m due a refund of gap insurance that I have already paid when paying off the loan.ive reached out to Dutch miller several times since then.upon contact they transfer my call and always hang up before the call can be connected through.i would like to receive the money that Ive paid already and am due a refund.

  Customer response

  06/06/2024

  The name of the Gap insurance company is ******** ******** and the phone number I was given to contact them is **************.upon contacting and speaking with a representative at ******** ******** I was informed that Dutch miller is responsible for reimbursing gap insurance over payment/refund.

  Business response

  06/06/2024

  Due to the amount of time that has passed between the purchase of the vehicle in 2021 and the 2024 payoff date, Mr. ******' GAP contract is no longer eligible for a refund. Also, according to the original GAP contract (copy attached), the request to cancel the contract and refund any amount due must be received in writing by the dealer within 90 days of the payoff. Mr. ****** stated that the loan was paid off in January, 2024, so the cancellation request would have been required in writing by the end of April, 2024. We checked with our clerk who processes GAP refunds, and she has no record of a request to cancel/refund Mr. ******' contract. 

  Customer response

  06/06/2024

  Better Business Bureau:
  
  I have reviewed the response 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.
   
  I made several attempts during the course of 2 months after paying the loan off in full with gap insurance included.in my opinion that isn’t ethical or a correct way to run a business.I've never done business with so called professional people that just refuse to talk to a customer about a refund.instead just hang up and never return an email or phone call.
  Regards,
  
  ******* ******

  Business response

  06/07/2024

  It is unfortunate that Mr. ****** did not end up speaking to an employee by phone or stopping by the dealership. We certainly strive to answer every call. But the fact remains that in January 2024 there was no refund due from the Gap insurance because 3 years had passed since the vehicle was purchased. Any refunds are calculated according to a formula that is explained in the Gap contract, which we previously provided. If a refund was due, we would be glad to pay it. But in this case, that amount was $0.  

  Customer response

  06/07/2024

  Better Business Bureau:
  
  I have reviewed the response 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.
  
  I attached above one of the many instances I made attempt to contact the dealership and countless number of times attempted to contact by phone but unfortunately I have no proof of that. To my understanding the way gap insurance functions is more money is factored into a monthly payment that covers the vehicle for the entire term of the loan.so therefore I paid my loan off 3 years earlier than the term of the loan which in turn means I paid 3 years monthly payments worth of gap insurance up front that doesn’t cover a paid off vehicle.and further more the attached image has a date of March 11th 2024 that I attempted to contact the dealership by WRITING. The previous accusation made in the response before this current one was that I had t made any contact in said writing before April 2024. Therefore the picture attached is proof that I did attempt to make contact before April 2024 as stated in dealerships response.
  Regards,
  
  ******* ******

  Business response

  06/10/2024

  GAP refunds are not calculated using the process Mr. ****** described. We would direct him once again back to the signed GAP contract copy we previously provided. The loan term was 60 months. Line 4 of the table on page 2 shows that 50% of the premium is earned during year 1 of the loan, 30% of the premium is earned during year 2 of the loan, and 13% of the premium is earned during year 3 of the loan. Since the loan was paid off in month 11 of the third year, it would have been prorated. This leaves 7% that may be refunded during year 4 of the loan which would be $35. However, the language in the paragraph under the table on page 2 also states that a cancellation fee of $50 is charged for any cancellation request after 30 days of purchase, which results in a $15 deficit. So there is no refund due. We appreciate Mr. ****** providing proof that he did attempt to contact us on March 11th in writing, but the response would have been the same for the reason stated above. 

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the response 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

  The rich get richer and the poor get poorer.a few responses ago it was because I hadn’t submitted in writing I showed proof that I have and now the whole story changes and for some crazy astronomical reason the consumer owes the business.im sorry I forgot that wealth beats facts.The worst car buying experience possible.The worst customer service in the industry and the worst business all the way around.Please whatever you do don’t stop striving to be number 1 because your team has knocked it out of the park in the 3 fields listed above.i will never In my lifetime purchase another vehicle or do any sort of business with your team and everyone I come into contact with I will strongly advise to do the same have a ****** day.

  
  Regards,
  
  ******* ******

  Business response

  06/11/2024

  While we can understand Mr. ******' frustration, the details of our initial response were correct and have not changed. We simply provided additional details in subsequent comments in an attempt to help Mr. ****** understand why the contract was not eligible for a refund. If he will re-read our first response, he will see our statement saying that "Due to the amount of time that has passed between the purchase of the vehicle in 2021 and the 2024 payoff date, Mr. ******' GAP contract is no longer eligible for a refund."  This is the sole reason. We did add the requirements for customers to request a refund in writing. But once he provided proof that he did request the refund in writing, it made no difference, because the contract was still not eligible for a refund because of the time that had elapsed. If there was a refund due, we would have paid it. 

  Customer response

  06/11/2024

  Better Business Bureau:
  
  I have reviewed the response 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.
  
  I’m not a business man by no means what so ever but I don’t think the proper way to handle business with clients/previous clients is to have a 3rd party involved to TRY to seek a solution to the matter at hand. It is very poor ethics in my opinion and I’m sure in anyone else’s opinion also.To not be able to receive a response without attacking said business. Like I stated before I will never do business with Dutch miller ever again and I will share my experience with anyone that I come in contact with. I do accept the fact of not receiving a refund. But my opinion still and will always stand as it’s not ethical,or correct to completely ignore a PAYING customer when they try to contact the business about a refund.Im 100% positive that if I was calling about purchasing a new car I wouldn’t have had to make but 1 single phone call. on the other hand before purchasing the vehicle that I did from Dutch miller I made a previous deal over the PHONE only to drive all the way there only to find the engine in the vehicle was bad with tons of water in the oil. GIGANTIC red flag to begin with on ethics and wrong doing to customers but hindsight is 20/20 and I will always stand my ground about Dutch miller being the worst business I’ve ever dealt with.
  
  Regards,
  
  ******* ******

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  02/26/2024 my engine is slipping, and my AWD system got replaced this day. I informed them it would not go about 35mph intermittently - they claimed they drove it and seen no issues. This almost resulted in a wreck on an entrance ramp because I could not advance in speed and the car behind me could. Lucky I jerked over onto the shoulder. 03/22/2024 my airbag system light popped up, owner manual says this light occurs when there is a malfunction within the airbag system or a a sensing problem occurring within it. “ It's crucial to understand the safety implications of an illuminated airbag warning light. When this light is on, it may mean that the airbags will not deploy in the event of an accident, posing a significant risk to the driver and passengers. Therefore, addressing this issue promptly is not just a matter of vehicle maintenance but of personal safety.” - from the Kia website. I called twice explaining my concerns and how I do not feel safe driving a vehicle where we don’t know if the airbags will deploy or not in the event of an accident. I was told they could get me in April 12th at the earliest. They also said I could drop my car off and they could try and work it in on March 28th - a day I’m schedule to work. I made them aware that I would need some sort of car in order to get to work and come home from work and they told me they would not provide me any type of rental or car of any sort. Their shuttle service does not run this late (I am a nurse who works 7am-7:30pm) and being I work the same exact time the next 6 days, I would not be able to obtain my car. Even if I went early in the morning it would be 6 am and no one is there. I fear for my safety, and I whole heartedly believe I should have NEVER been on the road with this car the moment I informed them there is a malfunction within my airbag system. I have lost trust in this company. I do not want them anywhere near my car at this point if they blatantly do not care about my safety.

  Business response

  04/01/2024

  ****** ****** brought her vehicle in on 2/27/2024 at the mileage of 25305. Her initial concern was that there was a message across the dash stating to check the AWD. Our tech, found a TSB TRA108 stating to replace the AWD actuator. We installed this part and test drove to verify the light was gone an the message did not return. 
  
  The customer's second concern was the transmission is slipping and stated the vehicle "falls on its face" and does not want to accelerate. Our tech test drove the vehicle and was not able to duplicate the customers concerns. We advised the customer the vehicle was operating as normal. 
  
  Mrs. Marion called the service department at some point last week and noted her airbag light was on. There was no mention of the transmission issue on her original call. The service writer she spoke with scheduled her for our first available appointment with a certified Kia tech, 4/12/24. 
  
  **** ****** called back to the service department the same day and spoke with the service manager and stated she did not feel safe driving the vehicle with the airbag light on. I requested she could drop the vehicle off on 3/28/24, to work the car in that day and she wouldn't have to wait. She told me that would not work with her schedule. I requested to know where she worked, hoping we could provide her with a Lyft or Uber service, but she explained her start time for her place of employment was earlier than the service was open.
  
  We asked to pick her vehicle up at her place of employment, but she said she was sick and would call us back. We still have not heard from the customer as of 4/1/24. We left her another message this morning. "
  
  

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