Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** ***** **** ** *** ********* *********** **** **** ****** ** *** ***** ******* ******* *** *** **** ** **** * ********* ********
  
  
  
  I'm a 100% disabled honorably discharged veteran my wife and I went to Family Kia 05/03/2025 we taken advantage of as far as: Both senior citizens Told on 05/03/3025 buy finance director and salesman that if we didn't buy the car that day 25% tariffs would take effect 05/05/2025. That the car was guaranteed to get38/38/38 mpg city combo and highway has never gotten even close even when driven two tanks full on evo mode and doing the listed speed The car has matte paint that they damaged in detailing that took. Over an hour so it was dark when we left . Matte paint can't be waxed, buffed, or power washed the whole hood has to be repainted or replaced. We called the salesman who said " it's funded you can't return it" The car sticker says 40,000 then there's a sude sticker bringing up to$ 47,000 then we were buffaloed into the platinum vehicle care and maintenance contracts that were supposed to cover everything only to get home and see $100.00 deductible for everything this brought the car price up to $52,000 plus at 10% interest. When most car dealers offer 0% on new cars. This is fraud and elder abuse on so many levels. Run don't stop run go somewhere else.

  Business Response

  Date: 05/30/2025

  Talked to *** ****** today to let him know that we received the complaint. I told *** ****** that I will be calling him back today or tomorrow 5/31/25 at the latest, after I review all necessary docs and chain of events. 

  Thanks 

  Customer Answer

  Date: 05/30/2025

  
  
  

  [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: 23381944

  
  

  I am rejecting this response because:

  
  

  Regards, 

  It was a phone call confirming receipt of our complaint.  The matter is not resolved on any level

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 05/31/2025

  Called *** ****** today, and left message asking for a call back. Will follow up with another phone call in the next 2 business days.

  Customer Answer

  Date: 06/02/2025

  
  
  

  [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: 23381944

  
  

  I am rejecting this response because:

  
  

  Regards,*** never received  a call or voicemail message ***

  
  

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

  Business Response

  Date: 06/04/2025

  I personally called on 05/31/2025 at 3:46pm. I have the call logged and recorded in our phone system (Webex). At this time, we are considering this case closed as the case is investigated by Saint Johns County Sheriff's Office South Region Operations Center Seniors vs Crimes. 

• Initial Complaint

  Date:05/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m a young woman from St. Augustine and I was completely taken advantage of by Family Kia of St. Augustine and Santander Consumer USA. I put $4,000 down on a car with a sticker price of $17,000 and they still financed it for $20,000 with a high interest rate even though my credit was amazing. They had me sign on a tablet and never showed me the actual paperwork. Later, I found out they used my electronic signature on completely different documents with inflated numbers and hidden charges I never agreed to. They changed the terms after I signed, and now they’re trying to make me pay over $34,000 total for a car worth $6,000. I’ve already paid over $16,000. I filed a complaint with the CFPB and Santander responded with lies and false numbers. I feel helpless. I’m doing everything I can and no one is helping me. This has pushed me to the point of mental and financial breakdown. I was misled, manipulated, and scammed. I want this loan voided and I want justice. Someone needs to hold them accountable. **** *** * ***** ***** *** **** **** **********

  Business Response

  Date: 05/14/2025

  Hello, we will be contacted you shortly to review and address your complaint! 

  Business Response

  Date: 05/14/2025

  I just called and left a message asking for a call back today 05/14/2025 at 12:21pm. Please call me back.

   

  Business Response

  Date: 05/14/2025

  Called again and left another message (second message) today 05/14/2025 at 4:30pm asking for a call back. We reviewed the file and there are more than 30 matching signatures, all necessary documents that took place on the transaction on 05/30/2023 (two years ago). The customer purchased a 2015 Kia Optima with 53,103 miles for a total amount financed of $19,500. Please reach with ANY/ALL questions that you may have.

  Business Response

  Date: 05/15/2025

  Spoke to customer last night around 6:07pm asking to set up a meeting and review paperwork. Customer informed that her boyfriend will come along, I agreed then she informed that her schedule is really tight this week and coming in isn't ideal. Customer asked if we can just talk over the phone instead also, would like to know what exactly we are going to discuss? I informed the customer that she can come by next week or at the earliest convenience also, I informed her that she can call me any time after 9:30am. Customer told me that she will call me when she gets off work around 6:00pm. This morning at 9:12am customer messaged and asked if she can call me around 10:00am, I agree and I told her that I would call at 10;00am from landline 9048080542. I called at 10:00am and I just learned that the person messaging me this morning was her boyfriend. I also learned (from boyfriend) that he is the one that filed the complaint with BBB and he is NOT on the contract or ANY of the paperwork. I asked to speak with ******** ********, and he informed me that she was at work. I explained to him that he was not on the contract therefore I can NOT disclose any information regarding the transaction but, he's more than welcome to come in with ******** IF she agrees. He refused stating that he will find a "different way" then hung up on me. 

  Customer Answer

  Date: 05/15/2025

  Good Afternoon,
  I am allowing my boyfriend ******* ****** ****** to speak on my behalf regarding this case. He was present during the whole transaction and spent money on the car as well, it’s just under my name. I do not trust to speak to anyone at Kia for I am in Sales and understand how sales men, especially car salesmen, can be. I want everything from them in writing and not verbal.The whole transaction makes no since and I never signed anything agreeing to pay $34,000 on a $17,000 car with a 4,000 down payment. Thank you for your help so far regarding my case and have a great day.
  
  Sent from my iPhone

  Business Response

  Date: 05/15/2025

  Customer needs to provide transaction paperwork in person (buyers order and contract) WE want to see their paperwork at this point. If customer refuses to present the paperwork in person, we will consider this case closed.  

  Customer Answer

  Date: 05/15/2025

  My interest rate is not over 16% 

  I have the documents stating otherwise

  never agreed to gap insurance nor an extended warranty 

  I put 4K down on a 17k car and you’re gonna tell me they financed 19k?

  I didn’t sign anything , I am telling you they used my signature unlawfully.

  they used bait and switch. 
  

  and even if they try to call the bbb to shut me up (which they did ) 

  I am pursuing legal action. I will not stop here and I will not stop until this matter is resolved. 
  

  I sent you guys the documents I have , why are my numbers different? Why do i still owe 16k on a 17k car ?

  plz look into this again. 
  

  the owner of this place has called me 3 times, harassing me and trying to take advantage of me yet again . I won’t let it happen.

   

  the next call will be from my lawyer.

  Business Response

  Date: 05/16/2025

  At this point we are considering this case CLOSED.   

• Initial Complaint

  Date:01/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/05/2024
  Took car in for standard recall and business rendered my vehicle undrivable and held at their dealership for a week providing an incorrect diagnosis proposing to charge me $3000 in order to drive it.

  Business Response

  Date: 01/23/2025

  Hello ****** and thank you for your feedback. During our fact-finding process, we discovered that your car needs 2 catalytic converters. During the inspection the technician discovered that both of your catalytic converters were clogged. That was a buildup for several years. September 10th of 2020 was the last time your car was in our service department for routine maintenance. Please let us know how we can help you and we would love to do so.  

  Customer Answer

  Date: 01/27/2025

  
  
  

  [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 was not the catalytic converter that caused the issue.  It was a small pin hole in the connecting pipes.  You only wanted me to pay for the catalytic converter cost that was not necessary at the time. That's no excuse for the way I was treated.  

  
  

  Regards,

  
  

  ****** ****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2019 *** ******* 4/23/2022 with an extended warranty. On 11/20/2024 I tried to use the warranty and was told by the warranty company I was not covered under any of their plans. I then contacted Family *** and informed them of the problem, after a day or two of putting me off my husband suggested getting a copy of the contract from the Financial institution that covered the purchase to find out that Family *** created another contract 1 week later without a warranty and forged my name and sent it to the Financial institution completely without my knowledge. They tried to offer incentives without acknowledging in wrong doing such as : Bank Fraud, Wire Fraud, Forgery , . We are only interested in restitution and punitive damages.

  Business Response

  Date: 12/07/2024

  The customer ******* ***** purchased 2019 *** ******* on 4/23/22 from Family **** The vehicle had ****** miles when purchased.   The vehicle now has over ****** miles.
  
  After selecting the vehicle and agreeing on price, the customer expressed the need for financing.  The customer requested an additional service contract ($2,278) and financed with 121 ****************** (77 months / $535.43-month, total amount financed $33,230.81).  The vehicle was certified pre-owned, with 12 months or ****** miles bumper to bumper warranty, and a 10 year/100,000 miles powertrain warranty that was already included with the purchase. 
  
  On 4/30/22, Mrs. ***** signed a revised contract on an electronic device with her finger or signature pen, with *** financial services [ 72 months (5 less months) at $531.07 ($4.36 less) / total amount financed of $30,795.99 ($2,434.82 less)].  Our experience has been that electronic signature do not look identical to wet signatures.  Prior to signing electronically, she checked a box acknowledging she was signing electronically. 
  
  Mrs. ***** made payments on her loan to *** ****************** for two and a half years. During this time, she never alerted us with any concerns regarding the financing terms or revised contract without the extended warranty.  The vehicle was brought to our service department for routine maintenance, recall/warranty on three separate occasions as follows, 8/30/2022 for an oil change, 7/17/2023 for warranty recall and 8/12/23 to replace a mirror under warranty.  
  
  On or before 11/12/2024 Mrs. ***** contacted our service department and asked if she had an extended warranty, and she was informed that she did not have one. When Mrs. ***** brought the matter to our attention, we explained what she purchased, what terms and who she financed with.  We explained she still has a warranty supported by *** Motor America.  At the time we offered to diagnose/inspect her car for free for any potential issues.  If she still wanted more warranty coverage we offered to sell her a warranty at a discounted price.  Mrs. ***** refused. 
  
  We discovered that the vehicle was involved in a wreck on 11/06/2024 (damage to the front).  Mr. ***** contacted us on 12/3/2024 threatening to go to the state AG.  When we asked on what basis, he didn't answer.  We again offered assistance for a free inspection.  He denied our assistance. 
  
  The vehicle is still under the manufacturer's warranty. We do not understand the basis of their claim.

  Customer Answer

  Date: 12/09/2024

  [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: 22617614

  I am rejecting this response because:

  Regards,

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

  This company is telling a completely fabricated story , I can prove I was nowhere near Family *** on 4/30/2022 , I also have proof that the owner says the men involved with this contract doesn't work there anymore. I am filing a criminal complaint since they don't want to acknowledge the forged contract let the forensic examiners be the judge.  They are blatant liars I have two contacts here and the only one I signed was done on 04/23/2022 . I am moving forward because my right to equal protection under the law will be obtained for illegally putting my name on a contract without my knowledge or permission. 

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My a/c was not blowing correctly, I brought my car back to the dealership where it was purchased due to thinking I still had a warranty. The service stated the warranty was out the car and for $99 they would look at and diagnosis the car. About 30 minutes into the diagnosis, the service advisor said the car needed to have Freon and dye put in to see if the a/c had a leak. I asked how much this would cost and he stated $49 plus tax. I then stated so $99 and then an additional $49, in which his reply was yes. I agreed to the roughly $150 dollar charge. An hour later, he calls my last name, I walk to the counter and he gives me a description of service and parts for a total of $558.60 for today. This was not was agreed upon. He then stated that he “misquoted” me the $49 dollar charge and actually meant $489. I would have never agreed to the charge for $489 plus tax. $49 and $489 is a big difference. He stated he must have misquoted me. What he is doing to people is wrong!

  Business Response

  Date: 02/05/2024

  Our service department reached out an agreement with *** ****** this afternoon. At this point we consider this case resolved and closed. 

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car in June from Kia of st Augustine. The manager assured me the used car was good he showed paper work stating how much work they put into the car after driving it off the lot I had to return it and leave the vehicle in service for two months while they fixed the vehicle I just brought. I was given the run around one man finally agreed to trade the car in they now tell me he no longer works there when I returned the same manager began to lie stating he informed me not to purchase that car. How is that? When it was his idea this car was not put out to be view yet because it was still being “detailed” he the same one that pulled it on the iPad to show me. I did not walk through and pick this vehicle. When I returned for a copy of the agreement they refuse to give me stating they could not give me a copy, I then knew they were lying I retired again today same issues refusing to give a copy of my contract as well as the employee walked away from me leaving me at the desk while he rudely went out to catch air. Leaving me at his desk his manager whom watched him and his disrespectful behavior as he walked out came to me and told me I can go to the lobby or get out. Stating I need to calm down when asked how was I acting he had nothing to say. Because I was not speaking or acting any what they were upset because I am aware of my rights. They had to put a lot into the car after the purchased hey the gears still hesitate before switching which is dangerous when switching lanes on the highways with two young children in the car. They also ran my credit to get me a new car but stated they couldn’t, I realized my drivers license was not in my bag so they refused to assist but yet still ran my credit on 12/5/23.

  Business Response

  Date: 12/06/2023

  **** ***** purchased the 2013 Kia Sorento on 06/24/2023. The car was purchased AS IS but, we did over $2,000 worth of repairs upon request and, we didn't have to do that...we even paint the car and again, we didn't have to do that either we just did to help the customer. **** ***** came to the dealership and immediately started to insult some of our employees and calling them names (N word) and really didn't appreciate that one bit. We cannot exchange a 10-year-old car 6 months after the purchase. If **** ***** willing to come back and talk to me in a civil manner and not insulting my employees, calling them names (the N word) I will be more than happy to try and trade the car in, providing that a bank is willing to approve the loan. Please let me know. 

  Business Response

  Date: 12/06/2023

  **** ***** purchased the 2013 Kia Sorento on 06/24/2023. The car was purchased AS IS but, we did over $2,000 worth of repairs upon request and, we didn't have to do that...we even paint the car and again, we didn't have to do that either we just did to help the customer. **** ***** came to the dealership and immediately started to insult some of our employees and calling them names (N word) and really didn't appreciate that one bit. We cannot exchange a 10-year-old car 6 months after the purchase. If **** ***** willing to come back and talk to me in a civil manner and not insulting my employees, calling them names (the N word) I will be more than happy to try and trade the car in, providing that a bank is willing to approve the loan. Please let me know. 

  Customer Answer

  Date: 12/07/2023

  
  
  

  [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: this did not take place I was not assaulting anyone I have returned to them over five time and nothing was done so you are telling me that’s five times I went in there insulting people the problem with this company kia of at Augustine is that they are liars the man first lied and said he told me not to purchase when he’s the one who insisted that car again that car was shown to me from their online site  I went there every time trying to speak with them professionally and nothing is done  they again refuse to assist and give me my contract stating it was in storage  I have witnesses to me returning multiple times and if h check the papers that were attached those prove two diff times I have showed and they worked on a car  that they sold me that still does not work properly with the money that they have put into it again another lie I was promised they put in almost $4000 now that number cuts in half   I do not feel that it is fare for me to put more money down after putting $2000 with a car that don’t work  why would I trust them with any more of my money 

  they have very poor customer service I have dealt with ***** or ***** (the big liar) ******* whom is more reasonable, ***** whom is slick and ***** or ****** not sure of the spelling who walked away very rude and disrespectful along with the guy u sign with whom name I can not remember, there were other customers inside that agreed  I never called them any names he kept trying to convince me that I did and I did Not  

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 12/07/2023

  
  
  

  [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: this did not take place I was not assaulting anyone I have returned to them over five time and nothing was done so you are telling me that’s five times I went in there insulting people the problem with this company kia of at Augustine is that they are liars the man first lied and said he told me not to purchase when he’s the one who insisted that car again that car was shown to me from their online site  I went there every time trying to speak with them professionally and nothing is done  they again refuse to assist and give me my contract stating it was in storage  I have witnesses to me returning multiple times and if h check the papers that were attached those prove two diff times I have showed and they worked on a car  that they sold me that still does not work properly with the money that they have put into it again another lie I was promised they put in almost $4000 now that number cuts in half   I do not feel that it is fare for me to put more money down after putting $2000 with a car that don’t work  why would I trust them with any more of my money 

  they have very poor customer service I have dealt with ***** or ***** (the big liar) ******* whom is more reasonable, ***** whom is slick and ***** or ****** not sure of the spelling who walked away very rude and disrespectful along with the guy u sign with whom name I can not remember, there were other customers inside that agreed  I never called them any names he kept trying to convince me that I did and I did Not  

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:07/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 12 2023 my wife and I traded in a 2018 **** ****** for a 2014 ******* *******. The dealership, and specifically **** ****** called **** *** *** ** *** ******* ***** ******** ****). Unfortunately, the dealership also decided to wait out the 10 day pay off, hasn't notified **** of their intent to purchase my trade in, but definitely has it listed for 20k on their site and lot. The dealership has now cost me money by dragging their feet and ultimately breaking florida state law which states they only had 21 days to exercise the pay off and only 10 days to modify the contract between myself and the dealership. No modification was made or agreed on, I still have the original contract, and my first payment on the porsche was mad on the first. This dealership is predatory and unprofessional. I want my 3k deposit back, I want the money paid to **** fron my account back and I want the title to the porsche.

  Business Response

  Date: 07/05/2023

  Attached please find proof of receipt by **** ***** Credit along with tracking number, delivery date, time, reference number and person that signed for it. We were made aware this morning (7/5/23) by *** ***** that his vehicle was not paid off yet. **** ***** Credit never forward the package to the appropriate department even though it was specified on the receipt as you can tell. We immediately place a stop pay on the first check, RE Issue a new check and immediately send overnight (see attached receipt).  Please note that the customer is responsible for any payments that are due till loan is paid in full. During this time there were 3 weekends and a federal holiday (4th of July) totaling 7 (seven) days that most financial institution don't conduct any business. 

  Business Response

  Date: 07/08/2023

  As of 07/06/2023 the loan was paid in full and, an overage of $352.60 will be refunded to the customer. This information was confirmed by ***** ****** at **** ***** Credit today 07/08/2023 at 9:10am. As of right now we consider this matter solved and case closed. 

  Customer Answer

  Date: 07/11/2023

  
  
  

  [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: the business owner called my wife and I and threatened us realizing he was 100% in the wrong. We still have not recieved our $3000 deposit back and we have not recieved an apology for the owner calling to threaten us.  

  This matter is not closed and is proceeding towards a lawsuit.

  
  

  Regards,

  
  

  **** *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 06/17/2023 I purchased a 2013 Mazda 3 from FAMILY KIA in St Augustine for approximately $12000. The vehicle was clean and the CarFax I was shown was clean I owner no reported damage. Driving the vehicle up I-95 to Jacksonville the vehicle handled very ruff on the road, the next day i filled the gas tank took car home and parked in garage. The next morning the garage had a very strong smell of gas, under the Mazda was a large puddle of gas, I backed the can and observed gas leaking into the back of the car and leaking under the vehicle . The Vehicle drove worse every time I drove it so I took it to a dealership in Jacksonville to have the vehicle checked out. Turns the vehicle had a bent rear frame after it was involved in a major accident in which this vehicle was totaled. The entire rear of the vehicle was destroyed including the gas tank. Further investigation by the mechanic discovered there was sawdust in the transmission. The vehicle was deemed to dangerous to drive. A new CarFax showed that this vehicle was involved in a major accident. After the vehicle was totaled it was refurbished and a new refurbished title was issued. Since this vehicle was a 2013 no lemon law covers it and the AS-IS status stays and the Dealer is not responsible for damages.
  This Dealer, regardless, should have stood by their dealership and gave a full refund by instead claimed this was not their problem.
  
  Since this vehicle was a total loss the dealership i went to was able to pay me for scrap and I recovered only 1/2 of what I had to finance for the vehicle and buy another vehicle.
  I feel it would only be fair if Family Kia would refund at least $3000 of the $6000 loss I took.
  
  Family Kia would have inspected this vehicle and discovered all the damages and should have never endangered one of their customers If not EARN CONSUMERS TO BEWARE OF FAMILY KIA

  Business Response

  Date: 05/31/2023

  *** **** 
  
  
  I just wanted to respond to your email you sent last night. Attached please find the CarFax on your 2013 Mazda AS OF TODAY 05/31/2023 at 10:56 am. As you can tell from the CarFax, the vehicle has never been a total loss (insurance company's decision) in 2020 and, the financial/lending institution will not finance a car if is ever been a total loss (they also check it before approving a loan). Also, on the CarFax (on the very first page) you can see the value of the vehicle was estimated at $9,880 and we sold it to you for $9,050 plus taxes, registration, fees etc. We CAN NOT alter the CarFax as we DON'T have access to it.
  
  
  Unfortunately, the selection of cars on that price range is very slim to none existing and you found that out for yourself. All sales are AS IS However, I will be MORE THAN HAPPY to look at the car and try to assist with everything we can especially fixing the gas tank but we really need to see it first. Please let me know when is a good time for you to come by. 
  
  

  Customer Answer

  Date: 06/01/2023

  
  
  

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

  
  

  I am rejecting this response because: The multi page CarFax that the General; Manager attached to his email was NOT the carFax that we were presented and that we signed.   The CarFax we reviewed & signed was only two pages, this CarFax is not signed.  Also tis CarFax was pulled 10 days after the purchase, however looking through the paperwork Family Kia gave us at the sale the CarFax is missing.   The car had major damages to the rear end and axel that the Dealership fail to disclose.  The CarFax that he send is all about front end, left, side and right side damages but nothing about the rear end and gas tank.   Also after we discovered the damages I called the Sales Manager Robert Hall who advised me that I bought this vehicle "AS-IS" so the Dealer is not responsible for any repairs.  They would be at my expense, I am a retired veteran and a senior citizen living on a fixed income,  Besides that the cost of the repairs would be more than the value of the vehicle.

   

   Regards

  
  

  ****** ***

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The day before yesterday. I called Kia saying I want a new car , what I need and how much of a trade in value. I have taking care of my grandfather with Parkinson’s and he recently passed away I’m being sued by my mom and aunt over his house I don’t live in. I having a really tough time and checking myself into a hospital today. I was so chaotic getting the papers for Kia that I didn’t read over all of what i signed. Everything was verbal and coming back with my credit being pulled .When I needed to put down some money for my credit that’s when they said $1000 because they didn’t want to wait three days for me to move my $3k money out of my stock . when I went to get my Kia Soul back yesterday . They took paperwork out of my file. I just noticed when I went to take a picture to Send you. I told them I did not want to have gap insurance for 77months on an old car since the beginning . I have gap insurance and the price of the car is not any better than what the sticker was that’s not what we talked about. I said I wanted to move money out of my stock to put $3000 down but they were so concerned with making a sale went to the pawn shop to pawn coins to get them $1000. I was prepared to wait a few days to take money out of my stock . I thought since they knew my situation they would be more helpful to me but I feel taken advantage of. after asking for my car back I felt unsafe and threatened by two big guys that I’ve got a call the sheriffs office to come handle the rest of this. They instantly got an attitude and when I am the one upset . Im in a crisis. I would’ve called the sheriffs office yesterday but I’ve been waiting for them to call me back on other issues. I just want my Kia Soul back at this point. I know so much information about cars sales he asked me if I ever thought about selling cars. What was said verbally does not match the paperwork. they stole my paperwork. I can’t believe I shared all this information about my mental health with them now

  Business Response

  Date: 03/06/2023

  After carefully reviewing the complaint am extremely confused....*** ******* did came in and purchased a vehicle from our dealership after agreeing to the terms provided to him in writing (on paper) not verbal. The next day (Friday the 3rd), *** ******* came to the dealership (8:50am) asking if he can return the car but he had a doctor appointment that he had to go to, which at that point we asked him to finish with his doctor then come back. *** ******* didn't returned until Saturday (mid morning) and picked up a file with personal information that HE left here, at that point *** ******* was asked if he need it anything else and his answer was NO. For the record, St Johns County Sherriff's office never been at the dealership at any point as we don't have any record of it. 

  If there are any questions regarding the transaction, please let us know what they are so we can take care of it. If the customer wishes to return the car, that's an option too we just need to hear from him. If the customer doesn't make contact with us by the close of business today 03/06/2023 we consider this case closed. Our hours of operation today are from 9am till 8pm. Please let us know how we can help and we would be more than happy to do so !