ComplaintsforJenkins Kia of Ocala

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I love Jenkins *** and was able to trade in my lease for an amazing Telluride Prestige edition. I was told I could trade it in again at any time for a newer vehicle with no hassle. I even brought the full ********* warranty" back in 2022. This past year I went in to trade in my Telluride lease for a top-of-the-line KIA ********* They made me wait for an hour while I filled out paperwork. The new finance manager came back and stated that my lease could not be brought out since I paid 70k for the car and now it's only worth 40k brand new. They admitted that they were able to overcharge me back in 2022 for this top-of-the-line prestige edition *********. At this point, the same model in the 2023 version was 40k less. I contacted *** a few times both Jenkins and corporate. They both promised the owner or someone would get back to me. No response for 5 months now. This is an unfair practice by Jenkins KIA of Ocala, **.

  Business response

  01/29/2024

   The General Manager sends a personally signed letter after the purchase or lease of a vehicle, inviting the customer to contact him for any questions. He would like to extend this invitation once again. As per our conversation last week with our customer, leases are designed to be fulfilled until the end, ensuring no negative equity. The vehicle's value might even exceed expectations, allowing for a favorable outcome. The residual value, as indicated in the lease, determines the vehicle's worth, providing options to either pay or walk away at the end of the term. While early exits are challenging, we may explore solutions a few months before the lease concludes. During the time of our customer's  lease, vehicle values were high, and the inclusion of extended warranties further increased the overall cost. Customer satisfaction is always our priority. Therefore, we can schedule a visit to see how we can transition our customer into the next vehicle of choice at the most favorable rate possible. 

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  retaliation I took my vehicle to jenkins kia-ocala back in march and may of this year for my check engine light lashing on and off and acceleration, and excessive oil spilling into my spark plugs. The 1st time i took my vehicle to this location i was told to drive my vehicle until it no longer had any motor oil to "allow the motor to lock up" to be then approved to have my vehicle engine approved under the GDI recall. I expressed my great concerns to the employees about that statement and reported the issue to bbb due to taking my vehicle to the location twice for the same issue and having no resolution other than paying unnecessary fees. I recently took my vehicle to kia jenkins Dec 8th for the very same reason only this time I showed them paper work from a different certified mechanic who indicated that i have an internal engine issue. Kia then created a tech line case after seeing that i took my vehicle to a different shop. Over the course of holding my vehicle for over a week without any answers i was able to contact kia consumer affairs who offered to repair my vehicle under good will. Kia jenkins employee told me over the phone that my car will not be approved to be fixed due to the high mileage on my vehicle. I asked them what does the miles have to do with my safety and the volunteer payment that kia consumer affairs is willing to pay as that is not a reason to deny a good will payment. The employee proceeded to state its not going to be approved and I expressed its due to my previous report to the bbb. yesterday 12.8.23 i received an email stating the good will case has been declined due to my vehicle not being routinely. maintained. I went to kia to pick up my vehicle. I proceeded to question what maintenance was recommended that they are claiming i did not complete as they never advised me of any issues with my car pertaining to there new list of things they added on the invoice of things they claim i denied service.

  Business response

  12/12/2023

  Following my conversation with ******* *****, it appears there is a misunderstanding on the part of the customer. The customer spoke to Kia Corporate, understanding an approval for the repair would be given. Our records show that Kia Corporate denied the repair. Our dealership's service department has not declined to perform the work on the vehicle. However, it's important to note that corporate will not cove the cost of this particular repair. We have the correspondence confirming the denial.  If the customer wishes to proceed with the repair, it must be paid out of pocket.

  Business response

  12/18/2023

  Jenkins Kia of Ocala Service Department is not responsible for denying your repairs. Once a tech line is opened with Kia Corporate, we must follow the directive from Kia Corporate. Jenkins Kia of Ocala takes pride in delivering the best service to our customers. We would like to assist you in obtaining a second opinion for the repairs on your vehicle. We are willing to cover the transportation cost (towing) and diagnostics cost at a nearby Certified Kia Service Department, excluding any Jenkins dealerships. We are committed to finding a resolution for you. We want to emphasize that we are here to help and support you in any way possible. 

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: with all due respect, I don’t want to go back and forth as it appears we are arguing however, it is extremely taunting how you can tell me your committed to finding a resolution after I spent many hours, days and weeks searching for answers. No one has ever tried to empathize with me. I was treated with horrible service the first visit to my last. I was given advice by your employee that could have placed my life in jeopardy as well as others. You all keep collecting diagnostic fees from me and sent me on my way without giving me a definite answer as to what is wrong with my vehicle. I have taken my vehicle to certified mechanic other than Jenkins. If you are so much as to willing to empathize with me please provide me a refund on BOTH of the Diagnostics fees I was charged. I would also like a copy of the communication transcript from tech line and your employees there at the Ocala Jenkins location. Please understand you all have stressed me out entirely and I’m beyond speechless at the cover up. Please emphasize with me on refunding my money on both visits not 3 but just 2 of the visits I made within 6 months apart for the Diagnostics  fees I was charged and I will never do business at your location ever again. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  12/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/1/23 I went through TrueCar and received a quote for a 2023 KIA Sportage EX Hybrid. I called the dealership 3 times to make sure they had the car and specifically confirmed that they would honor the price given as the out-the-door final price (including taxes, options, and dealer fees) and explained I lived over an hour away but could drive over in the morning to purchase the car. I arrived the next morning and they gave me a price at first that was $22K more than the quote ($52,000 total - 70% higher than the quoted price). When I showed the written quote to the salesperson, he tried to say at first that it must be the wrong car. He showed me a serial number & insisted it was the VIN and said it must be an error with the stock# and that we weren't talking about the same vehicle. When I pointed out that the serial number was not a VIN number & that both the VIN on the quote and the one on the car paperwork at the dealership matched he went to talk to a manager. A manager came over & said the person who spoke to me the day before was incorrect or I misunderstood and the quote didn't include all the dealer extras, fees, etc. He pointed to the fine print, which I explained I had read and was exactly why I called to confirm all the details before driving there. He then said he would give me a "deal" to honor the price but with all the extra dealer options instead of $30,597 it would still be $42,000 (almost 40% over the internet price). Not only did they try to rip me off by offering a car with an MSRP of $33,000 for $52,000 after quoting me $30,597, but they refused to honor what I was told and completely wasted my time with their bait & switch. For hours of my time and driving more than 120 miles, they topped off my gas tank before I left. This dealership employs shady sales practices, lies to customers, and uses completely deceptive marketing with internet pricing as a bait and switch.

  Business response

  12/12/2023

  We appreciate the opportunity to respond to this complaint.  The vehicle price is the on the ad; however, the disclaimer clearly states that "Tax, title, tags, Jenkins Value Package ($2,863), factory installed dealer options are not included in vehicle prices and must be paid by the purchaser. See dealer for complete details. " We apologize that the price could not meet your needs. You must understand that there is no deception in the ad. Our salesperson extended a deal to you, but the dealer-extras incur additional cost as they are added to the vehicle and involve installation,  etc. If you would like, our General Manager is available to meet with you in person and review the numbers once again for clarification. 

  *see a copy of the disclaimer from the TrueCar website attached. 

  Customer response

  12/17/2023

  
  Complaint: ********  
  I am rejecting this response because:  The dealer offers a $5,000 discount online that they have no intention of honoring.  It is immediately nullified by a "market adjustment."  This is in addition to all the other charges the dealer indicated made up the price difference in their response.  No mention of their market adjustments.   Please see the attached offer and keep in mind this was the 2nd offer.  The first one was over $50,000.  I do not care to do business with this dealer, but I believe they should stop with their deceptive pricing practices online.  Transparency in pricing is the only acceptable outcome.  I have already purchased a vehicle from a reputable dealer.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought my Kia car from the dealership in Brandon and have never had problems. Recently my car broke down (motor, engine/transmission issue). I had my car towed to Jenkins Kia of Ocala. It's still under warranty. My car has been in the shop for 2 weeks now. They couldn't even type my name in correctly and they were telling me that I wasn't the original owner of the vehicle. The kia in Brandon was even surprised by the "ignorance" (or laziness). Kia's policy is that there has to be a "diagnostic" before they can give you a loaner car. It's been 2 weeks, and I'm still not even on the list to receive a loaner vehicle. I've spent $900 I didn't have on a rental car. Jenkins kia doesn't care, and I even called corporate and was accused of wanting to "skip the line", when I was expressing the problem with this policy & how it doesn't have their customers in mind. It doesn't make me ever want to buy a kia. I don't understand why this is a policy, if they're going to take over 2 weeks to even get a diagnosis on my vehicle. You feel protected with a warranty, but for 1 car families who are treading water it puts us in such a tough situation. My child needs to go to dr's appts so I HAVE to have a car. Paying for a rental is so expensive. My family is struggling and it's because I went with Kia. This policy needs to be changed. Based on this experience, I don't feel safe with, or covered by Kia. I will no longer be buying from them. I will also make sure that everyone I know (who plans on purchasing a vehicle) knows how kia has treated me. But, if this policy were changed I would reconsider. Or if there were some kind of remedy.

  Business response

  10/04/2022

  Consumer Response /* (2000, 9, 2022/09/13) */ I am very happy with how Kia has handled my case. Kia was able to finally get us into a loaner car. The engine is being covered under the warranty and is now operating fine. And now they are reimbursing me for the rental car. I am so thankful for that. This put our family in a bad spot-not having that extra cushion of savings-and now we're able to put that money back into savings for a rainy day. I'm just so thankful. My husband and I were really scared and nervous.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dec 20th at 11 I had an oil change appt at Jenkins Kia. Long story short, after 3.5 hrs of sitting with no communication from staff I started asking ??s and the staff for the most part was more than rude. I never received an eval from the company for this experience so I sent a letter to management. 3-4 weeks later still no response whatsoever. Bottom line is I asked for my maintenance plan to be cancelled and the remaining balance refunded as I have no desire to ever walk in that place again. They've had ample opportunity to contact me but as of today I haven't even seen so muc h as an email.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/02/04) */ Spoke to customer today- having them come in to cancelled maintenance plan. Apologized for their experience and let them know it was unacceptable and will be corrected immediately. Consumer Response /* (2000, 7, 2022/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their customer service rep called, was respectful and listened. She apologized and said it would be addressed. When we went in to cancel the maintenance plan the finance guy was helpful in taking care of issue and bought us lunch. Jenkins Kia as a whole has shown good response, but I'm still not going there for routine maintenance. I love my Kia and will buy again, but not the maintenance plan.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Misdiagnosed my car issue while also trying to overcharge. Had to have my car towed back to the dealership due to the misdiagnoses and every time I call to get a answer to what's going on with the car I'm being transferred and they're refusing to let me speak with a supervisor after I requested one several times. And I was eventually hung up on.

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/11/23) */ Ms. ***** , I do apologize for your experience and would be happy to assist you . Please contact me XXX-XXX-XXXX Ext **** Sincerely , Amanda **** Customer Relations Manager

• Initial Complaint

  09/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We went to jango's Kia to obtain a Kia carnival which was advertised on the website for it's for 34000 and then we showup there they said it was 43000 which is false advertising and caused a unessary hit on our credit report.I believe that Kia is required to honor the price they put on the website which we would of qualified us for the kia carnival.

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/09/13) */ Mr.********, I do apologize for your experience and would like to speak with you in regards to your experience. Please contact me for further assistance. Consumer Response /* (3000, 8, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am fine with speaking to someone but I do not want to hear a "Supply and demand" story. If there is a realistic possibility of anything happening then I will be happy to speak otherwise there is no point in this conversation. Business Response /* (4000, 12, 2021/09/27) */ Mr.******** I do apologize for your experience with us and would be happy to assist you . I have left two voicemails and have not received a call back yet. We do not have the vehicles in stock that you had inquired about and there is nothing we can do on our end about inventory that is shipped from the manufacture. I do apologize about the inconvenience and would be more than happy to assist you with anything else. Please give me a call back at your earliest convenience. Sincerely, Amanda S*** Customer Relations Manager 352-620-2045 EXT 3966

• Initial Complaint

  08/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My dad, ***************, passed away on 7/12/2021. He had dementia and was sold a car from jenkins kia of ocala, florida knowing that my dad had cognitive issues. The salesmen even said this to me over the phone. He was taken advantage of. They gave him a loan of 75 months of $489.37 with a trade in for a man that was 90 years old. I want a letter from the finance company stating the loan satisfied and no lien placed along with a check in the amount of $1,957.48 to my dads surviving spouse,*****************.

  Business response

  09/16/2021

  Business Response /* (1000, 12, 2021/09/07) */ Contact Name and Title: Amanda S*** CRM Contact Phone: 3526202045 Contact Email: [email protected] Ms. ****, It was a pleasure assisting you the other day. If you need any further assistance please feel free to call. Business Response /* (1000, 14, 2021/09/07) */ Refunded customer requested amount. Consumer Response /* (2000, 16, 2021/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Amanda @Jenkins Kia of Ocala went above and beyond to take care of the matter in a timely manner and as requested got me a refund. 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. ↩