ComplaintsforKia of Orange Park

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in thursday April 4th 2024 to trade in my vehicle for another and start a payment plan, after several hours of various no's and maybe's we settled on a 2019 ****** pathfinder, signing off on a specific deal @ $399/month, after completing paperwork and solidifying the deal they changed it to $432/month, stating that the deal had already been solidified, i told them multiple times beforehand anything over $400 would be pushing it beyond my pricepoint and they refused to change the numbers to the agreed, signed off numbers. they have a paper with a blue outline for $399 with my signature on it meaning that i would get that price and they lied to me, counting on the fact that my vehicle trade in was extremely high mileage, knowing i would sign the paper.afterwards they contacted me for a followup on ******** where i stated my concerns about being lied to but that i would just refinance the vehicle and get the price i wanted in 4-6 months, they simply replied with a thumbs up emoji and didnt even offer to address the issue.i wasnt planning to file a complaint until the above statement as it was not only extremely unprofessional but insulting.

  

  Business response

  04/08/2024

  *************************** spoke to the customer this morning.  The price of the vehicle did not change.  The customer elected to get 90 days to first payment, extended warranty, and GAP insurance.  We offered to remove those items for the client but he declined.  We apologize for the ******** reply.  Not sure where that came from.  Please feel free to contact me directly at ************ if there are any more questions.

   

   

   

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

  Customer response

  04/08/2024

  solution has been reached, i spoke with **** in finance a little bit more about everything and he explained that the price went up due to a warranty and even offered the 399 price which i politely declined after coming to a understanding. it seems there may have been some minor miscommunication or misunderstandings somewhere along the line.

  Customer response

  04/09/2024

  i have spoke with **** about the price adjustment due to the warranty, GAP coverage and extended pay period, he has been a honest and thoughtful individual thusfar and i accept the apology on the ******** reply, i am unsure who is in charge of that but i will assume they have been spoken to about the quality of their actions and i apologize for any miscommunication or misunderstanding on my part of the situation. 

  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

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2019 ****** ****** on December 1, 2023 the day after purchasing the check engine light came on I also noticed the following items that were not on the truck that were advertised to be on the truck. Leather seats, heated seats,blind spot monitor, park assist, power seats , Apple car play, android auto, turn signal indicators. Also the cruise control is not working. Currently the check engine light and the cruise control is being looked at. I had an appointment with the GM, ***** ****** this morning but of course he refused to talk to me in person to get these issues resolved! Very poor customer service and false advertising on the dealership! The GM refused to fix these issues by taking the truck back and me getting a different vehicle because they were dragging their feet and now he is stating they can’t get the sales tax back from the state , and that is clearly not my problem when I made them aware of all these issues 3 days after I purchased the vehicle!

  

  Business response

  01/29/2024

  We have handled Ms. ********.  We have agreed on means to replace the radio and other items.

   

   

  *****

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Need your assistance with an issue that has occurred at your dealership. October 2nd (Monday), My wife scheduled a appointment for an oil change as well as a Diagnostic. Our Appointment was scheduled for October 7th (Saturday 10am). My wife called on Wednesday October 4th, spoke with an Advisor by the name of ***** ****** We wanted to make sure we could have the car towed to the dealership that Friday a day prior to our Appointment on Saturday (October 7th 10am). Per ***** ***** it would be okay, just notify the dealership when en-route. Thursday October 5th, My wife called back and spoke with ***** ***** again. We needed to know, did we need to provide any paper work to the towing company, so that they could provide that information over to Kia. Per ***** *****, we did not. Friday October 6th (10am) Vice Towing arrived at our home, We did type up a letter advising (Attention: *****) what the issues were and the Diagnostic code that was given to us by a Diagnostic Company (Letter was placed in the windshield). We haven't heard from the Dealership, My wife keeps calling and the response, "all advisors are Busy they will call you back." Car was due to be serviced Saturday (October 7th 10am EST), We haven't received a Follow-up on anything that's pertaining to this vehicle. Today, Monday (October 9th), we called the Dealership again. Finally spoke with ***** *****, who advised the car has not had the oil changed and no services has been rendered on the vehicle. This is a disservice to your customers, When you have an unprofessional advisor such as Mr. ***** *****, who didn't take any accountability, responsibility, did not offer any other solutions, showed no form of empathy regarding this matter and now wants to send video's covering his tracks. As of Monday October 9th we've had to reach out to the dealership. Per ***** ***** Oil Change had not been nor has a mechanic looked at the vehicle. Expecting percentage off Bill.

  

  Business response

  10/24/2023

  The customer picked up their vehicle.  We did provide them a discount.  Please feel free to contact me directly with any further questions or concerns.

   

   

  *****

   

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 08/11/2023 I had my vehicle towed in do to the codes that where reading ****** which is engine failure. I had heard other people say how Kia will Lie and delete codes. well I became that victim after being told my fuel pump had fail, ended up paying them **** that I didn't have to spend. after waiting two weeks without a vehicle when I finally got it back they had deleted the codes so the next day after they states my vehicle was good to go upon driving my son to his football game in **** ****, My Vehicle went into limp Mode barely accelerating putting us in danger. spent money towing it back to kia for them to finally get a engine approve i get my vehicle back on 09/21/2023 just for it to have even more problem check engine lights pops back on. took my car twice to them leaving work loosing money just for them to reset my codes again. finally found out Kia didn't properly diagnose my car after engine failure nor did they replace parts that was supposed to be replace under the engine completion bulletin. exhaust guy told me oh you're engine manifold gaskets need replace along with now ******* ********* with ********* ********** do to the pieces from you're failing engine causing it to clog quote to fix was 2000 he said why want kia replace it if they know it's from there failing engine they should help you. I contacted the service manager no response even the Manager over kia of orange park no answer. I guess if you have no money you gets no help but they faulty system are leaving people in debt trying to keep there vehicles running. i will never in history purchase another Kia my 202 kia @ 171.000 mines runs like a champ an her it it the 2016 Sorento has had over 76 services horrible manufacture. they will not help anyone . I want my money back for false service because my fuel is leaking still causing emission issue but they fixed it though Shame On Kia for the way they lie and treat Fair customers and hard working people just trying to get good service.

  Customer response

  10/04/2023

  These items wasn't replace Nor check upon inspection of making sure my vehicle was in a safe running condition , am afraid that mean an my kids are at danger with this vehicle do to so many issues that hasn't been fixed Nor addressed. i had to find out these issues still exist by pay more out of pocket money for diagnoses. Evaporative Emission Control System Purge Control Valve Circuit Shorted leak now fumes are coming into the cabin inside cause me to become sick and having breathing issues again.     

  

  Business response

  10/04/2023

  Ms. ******* purchased this vehicle from an independent used car lot in June of 2023.  Unfortunately the vehicle is out of manufacturer warranty over 40k miles.  We did submit for a goodwill concession from KIA but they have declined it.  Ms. ******* can reach KIA ******** affairs directly at ************.  If there are any further questions I can be reached directly at ************.

   

   

  ***** *****

  Customer response

  10/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: they will lose more good customers for failing to diagnose people vehicles before turning check engines lights off.   my issues are why wasn't my repair under my engine warranty wasn't repaired? I also have a fuel leak  after I spent 1298 for it to be fixed but it's still leaking causing other damages to my components ? also  why wasn't my manifold gasket put on my car are my front muffler gasket replaced under the engine replacement?  

  Regards,

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

  Customer response

  10/06/2023

  The lady with Customer service called me to follow up today. To see if Kia Of Orange park had followed up with me regards to giving me a goodwill repair do to the engine causing the damages to my intake manifold ********* converter. Of course they lied about the customer service denying my claim it was them not wanting to help me . So Thank you guys for being the people that everyone see's yawl as in the  world today. con artist and none caring. So since you denied helping me with that issue. what about the fuel leak and fumes smell I'm having. am I in danger because of failed service? carbon monoxide poisoning isn't good for anyone especially my babies. I'm completely dissatisfied with the work and not confident that the mechanic can address my complaints. after bringing my car back multiple times and all that was done was codes being reset .so am asking for a full or partial refund. are I can just file a complaint with the ******* ********** ** *********** and ******** Services . do to the danger and fumes along with the safeness and driving conditions I've been put in. Thank you & have a great unhelping life . Am sure if it was yawl in my situation you would be wanting someone kind enough to help yawl. But of Course ******  company only cares about coins not their customers Safety and well being right. My 2012 ***** has 171 thousand miles on it that will out last any Kia Vehicle ever made. ****** ***** Corporation cares for their customers unlike Kia. I Will Never Purchase another one and neither will people I know after I tell them how poorly the quality is of the vehicles, the dealerships, service and customer service . Half the world knows this and yet Kia is still on the Market. This  is what happens  to people like me who doesn't search the company for reviews and lawsuits, the proof is in the pudding of how horrible this manufacture is. we the customer are treated badly because they vehicles where faulty made shame on yawl. An ever one reaps what they sow eventually.     

  Customer response

  10/11/2023

  would like a follow up with the direct manager of my charges and issues not being corrected ? I would like a partial refund. now that a  different dealership is now addressing and fixing the correction.  

  

  Business response

  10/25/2023

  You can see in the invoice we gave a discount of 118.87   

  Customer response

  10/30/2023

  it's okay I've filed a complaint, do to my fuel pump that was done buy Kia of orange park was not put in correctly and have it documented vehicle was returned to kia at the avenues to be fixed. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went to Kia of OP with the sole purpose of purchasing a car for my son. My mother was cosigning the application as credit was an issue. I explained that her credit was excellent & that we only wanted to go with a credit union, but were seeking at term of 84 months if possible & a payment under 500 a month. This was a used 2020 car with a sticker price of under 23k. We completed the application online & were told "you probably already know this, but her credit is so good she could buy 3 cars." They initially came back with a payment of 575, mind you this is a CS of over 790 & the car is less than 23k at a credit union for the loan. WAY TOO HIGH of a monthly payment. They removed my son off the application & were only going on her credit. They added an Advantage plan that was "mandatory" though we do not need nor want that coverage. This jacked the cost up to 31k for a 2020 car. Lies spewed from the sales person. They took 6.5 hours on Friday 8/11, to drag their feet & run her credit 5 times because they claim the CU wouldn't take the loan & we know that is BS, because we spoke with them. They changed the bank so it was 75 months & more $$ in their pocket. They as they put it so graciously removed $1500 from the cost bringing it to 510/mo. Still TOO high for an excellent credit score. Finance took another 3 hours. The Finance person who happens to be the son of the Manager, obviously is not knowledgeable enough for this position. Paperwork had to be signed by my mother in 2hrs away. It was supposed to occur 8/13 or 8/14, but they arrived at 4 on 8/14 after sitting home for 2 days waiting. Excuse they had no one to do it, BS!! This is the WORST dealership, they lie to get ahead and line pockets. We want the credit score corrected removing the 5 hits!! We want the advantage plan removed and the money refunded, since it can ONLY be used at this dealership! We will never step foot in here again after having to retrieve the remaining key, they still have!

  

  Business response

  08/15/2023

  We would be happy to unwind the deal if a decision the vehicle is returned by 8/16/2023.  There were no warranties, GAP insurance, or any other items added to the loan.  Please feel free to contact me directly at *************

   

   

  ***** *****

  General Manager

  KIA of Orange Park

  Customer response

  08/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:
  It is not humanly possible to not make any money on the deal. We know that it was priced way too high, that pre-delivery fees were added on top of the sticker price even though ******* *** says it cannot be done. "The advertised price must include all fees or charges that the customer must pay, including freight or destination charge, dealer preparation charge, and charges for undercoating or rustproofing. State and local taxes, tags, registration fees, and title fees, unless otherwise required by local law or standard, need not be disclosed in the advertisement." -- Florida Statute Section ************ "Since a motor vehicle dealer is expressly precluded from charging a customer for any pre-delivery service required...the dealer may not "add on" those charges to the advertised price." This alone added 1586,00  Which is labeled on the paperwork as predelivery fees, on top of the AP being added on to the sticker price.
  You have added an unnecessary $3495  package that is only valid at your dealership. (Although the $3495 was the cost for a new car and this clearly was a used vehicle and should not have been anything higher than $1995) We were only there on Friday night so late, because the salesman ghosted us and Finance refused to let the car go even though the other person on the loan did not live in the home and had their own insurance. We were forced to come back on Saturday. The car is great the procedure is not. There is no reason buying a car should take 9 hours. We stated what we wanted up front and it was disregarded. So we went to our own bank and paperwork will be delivered today. Had the above issues been taken care of it would have been a much better deal. However, 29K for a 2020 Infiniti is a bit high when other dealerships were offering 29K for a 2021 or 27K for a 2020 (because they did not add all those extras on top of the sticker price. They were up front and listed everything online and in documents. This car is still listed on your webpage and there is not a single place that shows the window sticker or a list of what fees the price includes. so it is false advertising. It will not be a return from us and we certainly will not recommend the experience to others. Good Faith would have been correcting the over charges, either off the top or in a check

  Regards,

  ******* ****

  

  Business response

  08/22/2023

  The disclosure is on the details hyperlink under the internet price on every new and used vehicle we have.  Again, we have offered for you to return the car, bring a draft directly from the bank of your choice (I believe your mother went to Suncoast Credit Union directly yesterday afternoon, any update on that), or stay with the terms originally signed last Saturday.  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made appointment for my oil change. I later called the service department to find out how much money I need to have on me for my oil change. Service advisor lied saying oil CHG prices been over $80 for over a year. That's a lie because I've never paid $80 for oil CHG. Most I paid for oil change is $65. That was with tire rotation. 1st receptionist lied about oil CHG price. I never paid the price she said. Then I asked to speak to the service dept manager. I was put on hold 3 separate times waiting for the dept manager put was returned to the receptionist. Receptionist transferred me again. That happened 3 separate times. Each time I was on hold for 5 minutes. Then I finally got the service manager. His name is **** *******. **** lied to me also. He said the oil changes have been in the $80 range for the past 11 months. That's a lie. I told him my last visit there was in the spring, and I did not pay over $80. I only paid $65 for my oil change and tire rotation. Every person I spoke to lied. That is unprofessional and unethical. The unnecessary transferring is also unprofessional. They need to do something about that. ***** ******, a salesperson at Kia, gave misleading info and withheld info that would've made my wife's refinance more successful. This isn't the first time ***** withheld info. He withheld info from me when I bought my *****. He didn't tell me the ***** didn't have a spare tire. I didn't find out until I had a flat. He should've told me that when I bought the car. Then, he turns it around and tells my wife that her car, Soul, has a spare tire, unlike the *****. That is so unprofessional and unethical.

  

  Business response

  08/14/2023

  Mr. **** called me directly on Friday afternoon to schedule an oil change and tire rotation for today, 8/14/23.  He called me on my cell because I told him the last time that we attempted to service his vehicle he left before we could do the work and filed a BBB complaint.  We scheduled it at 4:00. He asked if we had a shuttle service in which I told him only for morning appointments but I assured him I would get him in and out in a timely fashion.  I am not sure why he would then call someone else regarding prices.  As far as the spare tire goes, *****s are only equipped with a fix a flat from the factory but do offer complimentary roadside assistance.  There are times we have to adjust our pricing of services due to cost increases of oil, filters, and labor.  As I have said in the past I will be happy to assist Mr. **** personally.  

   

   

  *****

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was shopping for a vehicle, was dealing with a sales rep. To get an idea on payment rep told me I needed to do a credit application. I asked him several times if it was a soft pull. He said yes. As I was about to submit I text him and asked him again he responded yes a soft pull. I submitted my application. And received email that a hard inquiry was on my credit . He lied to me about this.

  

  Business response

  08/09/2023

  We have sent a letter to the credit bureaus requesting to remove the inquiry.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a car from the dealership. We contacted them when our temporary tag was about to expire, and they said they couldn’t transfer our tag to the vehicle since they already registered it in our name, and we would have to do it ourselves at our local tag office. When I asked if they were going to refund the tag fee charge, they stopped responding to emails and voicemails.

  

  Business response

  07/24/2023

  We sent the tag to the customer at the beginning of the month.

  

  Business response

  07/24/2023

  We sent the tag to the customer at the beginning of the month.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September I have brou*ht a Kia Soul 2019 from this car dealership. For the past two months I have have brou*ht my car to this car dealership three times for oil issues. On May 30,2023 I have brou*ht my car to them a*ain because the check en*ine and oil li*ht is on. Each time I have brou*ht it to them they said my car is fine. Even after doin* an oil consumption test they said their is no issues with my car. I I have only taken my car to them for these issues and not has been resolved. At this point I would like them to *ive me another car similar to what I own now.

  

  Business response

  06/13/2023

  From: ****** ***** <**************************&*t;
  Sent: M****** **** *** **** **** **
  To: ******* ****** <********************&*t;
  Subject: RE: BBB Final Notice ** ********

   

  *ood afternoon.  ********* Soul is in our shop now *ettin* a replacement motor from KIA.  She is currently in a rental car.  I am confident that this will remedy her concerns.  Feel free to contact me directly at ************ with any further questions or concerns.

   

   

  ***** *****

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

  Kia of Oran*e Park

  Customer response

  06/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sendin* 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. 

  Re*ards,

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

   

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased at 2016 Dodge Grand Caravan from Kia of Orange Park in May 2022. It had 65k miles on it and in order to get us to to purchase this vehicle as opposed to at Carmax down the road who we had an offer with; they told us they did a 120-Point Inspection compared to Carnac’s 52-Point. Literally the next morning the electric system failed causing the radio to break in which it took 2-3 days to replace with an after market one due to not being able to fix the other one. 2 months later on august the temperature gauge valve broke. In November the car battery died. December 12th the check engine light came on and it was total engine and transmission failure. They kept our vehicle for over 30 days with very little communication. I had to call them every day to get any kind of answer with several days where no one gave any idea of what was happening. We drove over to the dealer and they didn’t even know where our vehicle was(turns out it was at another dealer). We told them we wanted out of this vehicle and their only solution was a car that was $10k more expensive. After 5 weeks transmission was replaced got our vehicle back. April 2023 last week check engine light again. Oil pressure sensor breaks; get that fixed. Less than 24 hours later light back on and the oil pump has died and the cam shaft has gone up as well. We have put thousands of dollars in repairs to the vehicle that only has 76k on it. Do NOT trust this dealer to give you a working vehicle.

  

  Business response

  05/10/2023

  We would be happy to try and trade the client into another vehicle.  Please contact me directly at *************

   

   

  ***** *****

  Customer response

  05/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  You guys already said you would do that and you tried to put us in a vehicle that is $10k more expensive and when we rejected that you still tied to put me in a brand new van costing $60k. I’m not spending anymore money with you. I want money back. And since I filed this complaint rd yet another thing happened with the van. 3 of 4 cam shafts broke causing the engine to break again. I want my money invested in this faulty vehicle that you sold me

  Regards,

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

  

  Business response

  07/05/2023

  I'll be happy to give a purchase value for the vehicle.  Please call me directly at ************* 

*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. ↩