ComplaintsforLiberty Kia

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my KIA **** 6. I told **** the sales man I wanted to pay cash. He told me you have to ******* a portion you can pay it off right away. He said you get $500. I told him that didnt matter to me. Well **** get my address wrong. I corrected him Twice. I get a call from Kia ******* Im in collections. I said I didnt get a book I have a credit score of 818. It slipped my mind about the book because I had a flood to worry about.So they tell me they charge $4 a day Plus my 6.9% financing. I dont know how they can charge $4 a day no matter what. So I made a payment of $378.22 they said the added the $4 a day plus $116.53 interest. I paid it. police case number 23-20354 officer tenius#** Libertyville police department. *****.my address is ********************************************************************************** not Libertyville I call back to get my pay off a couple days after still didnt get my book. **** messed up my address for the 2 nd time. Today 8/8/23 I paid it off $21.827.28 I paid $21.873.08.no late fees. Were did my monthly payment go towards?? **** couldnt answer. He refused to work with KIA ******* and find out what happened. I want my monthly payment back $378.22 plus the $4 a day since **** and the $116.53 **** made the mistake.Twice I wanted to pay it off that month. Never got the book. *** ******* said the dealer supposed to give it to you.I went in there to talk to **** the manager got very mean and aggressive towards me. I called the police they gave me a case number. They couldnt make them give me my money back.They would not answer the phone anyone I had to drive there 3 times because they refused to pick up. They have a scam going with Kia ******* . I told **** that day I want to pay cash.He would not allow me

  Business response

  08/17/2023

  My name is ***********************. I am the General Manager with Liberty Auto Plaza. I reviewed the complaint and I am refunding the customer $400 to correct the issue. I have been in contact with the customer and sent her a copy of the check that we put in the mail. The customer will be receiving the check in 2-3 days. 

  Customer response

  08/19/2023

   
  Complaint: 20443011
  
  I am rejecting this response because I paid off the car. 4 times address is still wrong. I have 2 serious health conditions. I not going to DMV. I tried talking to *** finance the repeated the address correctly. I'm in libertville not ******************. I reject his offer I have been through h*** and back with them. Charrged wrong sales tax. ***** needs to straighten what **** screwed up. I'm rejecting offer I should be compensated for I don't know how many times I called both places.

  
  
  Sincerely,
  
  *******************************

  Business response

  08/23/2023

  I have spoken to the customer and the customer is dropping off the title so we can get the address corrected.

  Customer response

  08/24/2023

   
  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.
  
  Sincerely,
  
  *******************************

  Customer response

  08/24/2023

  Complaint: 20443011
  
  I am rejecting this response because: 

  Hi, This is *******************************. I don't want case closed until title is returned and corrected .It not satisfactory because this should of never happened. 2 big mistakes. And got charged wrong tax. Until the title has my name I'm not satisfied. Because this should of never happened. Especially in a car dealership.

  Sincerely,
  
  ****************************;   

  Business response

  08/24/2023

  Liberty Auto Plaza will fix the title with the correct information. As soon as the customer brings in the title, we will send it out to get the title corrected.

• Initial Complaint

  12/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am requesting a refund of $434 plus taxes due to Liberty Kia has been deceitful with the practice of saying a dealer addon is required (*** window etching), charging for it ($399), and not conducting the service.- During purchasing a car and finalizing a deal, the sales person said that *** window etching was required. The service is 1) not required, and 2) the cost was $399 which is higher then the typical charge of $50-$200 (November 22nd)- After the purchase and when looking for the *** etching, it was found it was not conducted. When calling Liberty's service department asking for where the etching is done, I found out that they do not even do this service and have to hire an outside glass company (which was not done)- After several calls to the dealership and texting to the sales person with no communication back resulted in submitting to BBB and to online reviews (from Dec 1 to Dec 10)

  Business response

  12/30/2022

  My name is ***********************, I am the General Manager for Liberty Auto Plaza. After reviewing the compliant, the vin etch was disclosed to the customer prior to the purchase but if the customer is not happy with the charge ********************** will refund the customer the $434.00. I will contact the customer and arrange the refund.

  Customer response

  01/02/2023

   
  Better Business Bureau:
  
  Vin was never etched.

   

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/3/22 I put a $500 deposit down on a vehicle that would be in sometime in December. On 11/4/22 I called to ask the dealership if it was possible for me to get the $500 deposit back and the salesman, *****, said Yes and just so you know all deposits are refundable, no one can keep your deposit. On 11/7/22 and 11/8/22 I called to confirm that I would like the $500 deposit back. On 11/8/22 ***** texted me and said he was about to issue the refund. On 11/11/22 ***** texted me to tell me that they could not issue the refund to my card because my card was reported as lost. I confirmed this, because my card was reported for fraud so I had to get a new card. ***** then told me that they would have to issue a paper check and mail it to me. He asked for my address and I confirmed it with him that day. The following dates are all the days that I have contacted ***** about when I could expect the deposit. 11/21/22, 11/22/22 (on this ****************** responded that the check should be received sometime this week.), 11/30/22 (I asked ***** to have someone from HR contact me, he said he would give them my info.), 12/2/22 I have also called the dealership directly almost every day since 11/28/22 and have only been able to leave messages and no one has called me back. Not once.

  Business response

  12/16/2022

  My name is *********************** I am the General Manager of Liberty Auto Plaza. The dealership sent out a check for $500.00 on 12/6/22.  I tried to call the customer to confirm if she has received the check but have not been able to reach the customer. I will continue to try to reach the customer.

  Customer response

  12/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a *** ******* along with a ****************** Protection Contract and in March 2022 the engine stopped. Our insurance company took it back to the dealership so that we could file a claim and get it repaired. Needless to say *** and United ********* *** are refusing to take liability . Over the course of 4 months we have emailed and went in person. I thought ************************* who is the Business Manager would take this action seriously and 2 weeks since our interaction have passed with no resolution. We bought the car and service protection under false pretenses and at this time we want to part ways and receive the $3,565 for the warranty we paid for to then take the car to a business that is reliable and honest to get it fixed. I want others to know that they do not stand behind their statement of "The Peace of Mind You Want, With the Protection You Need". This has caused so much emotional, mental and now physical damage to me and my family that I initially wanted to *** for monetary value of the car, warranty, legal representation in court and distress but I am now willing to part with my car and FULL warranty coverage . *** needs to pay United Car the $50 for canceling the contract and the misrepresentation and obtain the check. Please note that we have called for 3 months and United ********* *** will not get back to anyone.

  Business response

  08/09/2022

  My name is ***********************, I am the General Manager for Liberty Auto Plaza.  After reviewing the complaint the warranty company United ******** declined the customers claim because the customer did not follow the manufactures maintenance guidelines. The customer did not get oil changes every ***** miles as was needed, so United ******** voided any coverage on the car. My Service Advisor *********************** pleaded with United ******** but they would not change the decline on the claim. We will cancel the warranty for the customer and even back date the cancel from when the customer originally started speaking with my Finance Manger *************************. But in order for us to cancel the warranty we must have the customer come in and sign the paperwork for the canceling of the warranty. I called the customer to let her know this but her voicemail was full, so I emailed her that we need her to come in and cancel the warranty. Unfortunately once the oil change requirements are not met, the warranty company can decline coverage. Then it is out of the dealerships control and there is not much that we can do. 

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife's car has been to this dealership (where the car was purchased) numerous times for the same issue. Every time they want to charge us $160 to "diagnose" a problem that they can't seem to fix. On top of that, we purchased a Full Coverage extended warranty through them and they refuse to honor it, saying it only covers the powertrain. Which is a lie. The dealership is full of scam artists and liars.

  Business response

  05/28/2022

  My name is *********************** the General Manager of Liberty Auto Plaza.  After reviewing this complaint I do not see that the customer has been at the dealership for service. I will waive the diagnose fee if the customer is interested.  We will reach out to the customer to address his concerns.

  Customer response

  05/31/2022

   
  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.
  

  It is my wifes car which has been in for service numerous times for a P0420 code.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Kia ***** on 2/18/22. I was charged $1414 Destination on the **** of sale. I was provided the window sticker until I took possession of the vehicle. When I got home I noticed the window sticker already includes $995. For inland freight and handling. The $1414 was obviously a double charge. When I asked ***********************, Sales and *************************, Finance for an explanation I was advised I already signed the papers and that's all that mattered to them. I advised when I signed the papers I wasn't provided the window sticker so I was not cognitive that I had already been charged Destination. I have attached the documents for your review.

  Business response

  04/04/2022

  This is ***********************, I am the General Manager of Liberty Auto Plaza. After reviewing the compliant, we have decided to refund the customer the $1,414.00. Because there is a lien with ******************, we must refund the finance company the $1,414.00. I have sent the customer a copy of the check that we are sending to Prestige and confirmed with the customer that he received the email with the copy of the check.

  Customer response

  04/06/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2021, I had placed a factory order for a vehicle with Kibery **** The vehicle is considered a high demand vehicle, which results in a market adjustment or addendum sticker when purchased. I originally obtained pricing through their online "chat system" and was told by the online representative that vehicles were sold at msrp at this location.I went to the dealership two days later and placed a factory order for the vehicle, understanding that this would take several months. I showed the salesman my online chat with their sales representative , which said vehicles were sold at msrp. Saleman confirmed for a factory order, I would recieve the vehicle at msrp. I placed a deposit of $500.In November 2021, the vehicle I ordered had come in, however it did not have the add-ons I ordered (entertainment system). When starting the process to purchase, I was told by the saleman and sales manager I was required to utilize *** ********* if I want to purchase the vehicle at our originally agreed upon price. I explained this requirement was not stated when I gave a deposit and I had ********* arranged through an outside bank. *** was going to charge an additional 1% abovre my bank. The salemanager said he could get $8,000 more than sticker (msrp) for my vehicle and have it sold this weekend. I explained that was not our agreement and despite someone else being willing to pay more that msrp did not detract from the purchase agreement we had. The salemanager said he needed to make money and if I elected to go through my own *********, he would increase the price of my vehicle and add a market adjustment of several thousand dollars. I placed a deposit, my check was cashed and the was vehicle ordered, however the dealership is rescinding our agreement and changing the terms due to increased demand for this vehicle. I am unwilling to pay an additional percentage point on *********, and was required to walk away from the vehicle. Unethical practices.

  Business response

  12/06/2021

  My name is ***********************, the General Manager of Liberty Kia. After reviewing the complaint regarding the order for the Kia ********** Ordering policy for the Kia ********* from Liberty Kia is you have to Finance with the dealerships financing lenders.  In this situation there was a misunderstanding regarding the financing. Unfortunately the customer was not interested in financing with the dealerships financing because she obtained financing for a lower interest rate. Without agreeing on the financing, the deal was forced to be canceled. We sent out a refund check of $500.00 to the customer, which the customer should be receiving in the next couple days.  

  Customer response

  12/07/2021

   
  Complaint: 16183936
  
  I am rejecting this response because: there was no misunderstanding around a "financing requirement" to factory purchase a vehicle.   The paperwork and agreement the dealership provided, detailing my customized factory order vehicle,  did not include this language or requirement.  There was no mention of this "requirement" as we sat down and built the vehicle.  When my vehicle arrived several months later, Liberty Kia was fully aware they could sell my vehicle to another individual at a higher price, resulting in higher profits than they would have seen adhering to  our original contract   Their practices are deceptive and will continue to occur so long as they are allowed to choose profit over legal and moral obligatins to their customers. 
  
  ***********************

  Business response

  12/10/2021

  The customer walked away from the deal over less than 1 percentage point on the financing. The dealership offered the customer a ****% rate and the customer had their own financing at a rate of **** % The customer had every opportunity to purchase the car and decided to walk from the deal and cancel the deal.  There was nothing done maliciously. 

  Customer response

  12/18/2021

   
  Complaint: 16183936
  
  I am rejecting this response because: my original complaint was that the dealership did not include any requirement to finance through *** to purchase the vehicle at the agreed upon price.  Liberty Kia changed the terms of the agreement when I arrived to make the final purchase of the Telluride.   I was told I had two options on the day of purchase 1) Take their financing (which was over 4%) or accept 1.9% apr with ***, however I would need to pay a market adjustment of several thousand dollars.   The 3.9% apr that is referenced in the response was offered after the BBB complaint was filed.

  My orignial complaint stands.  The dealership changed the terms of the agreement after I paid a deposit to have the Telluride factory built.  When I verbalized I would not accept the new terms, the sales manager said they were ok with my decision as they could sell the Telluride at a much higher profit to another customer given it is a high demand vehicle.  Their last minute requirement was intentional and premeditated.   Their response suggests any person who walks away over 1% is at fault, however Liberty Kia fails to take responsibility for their deceptive practices. 

  
  Sincerely,
  
  ***********************

  Business response

  12/21/2021

  On every car sold at the dealership the customer must agree on the price and the financing. There has to be a mutual agreement on both ends. The customer walked away from the deal because there was no agreement on the financing. So we canceled the deal and we issued a refund check back to the customer. 

  Customer response

  12/26/2021

   
  Complaint: 16183936
  
  I am rejecting this response because: the dealership continues to place blame with the consumer, when in reality, they renigged on our agreement.  Liberty Kia accepted a deposit,  cashed my check and placed  an order for the vehicle , which I custom built.  They provided a receipt for payment and as well as a printout of my vehicle specs, which I have submitted to BBB.  At no time was the requirement to go through *** financing disclosed (verbally or written), until the day I arrived to take the vehicle home.  Their tactics are deceptive and should be noted as such. 

   

  Sincerely,
  
  ***********************

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the transaction is 10/8/21.Kia Sportage was being serviced for new tires. Ahead time scheduled with the service department person named *****, exact tires, time, and date of service. The day before service, the car was dropped off at the service department. On the day of service, the service manager ***** nor anyone else call to say that the tires ordered were not the same tires. Upon completion, a pre-estimate **** was called in by *****, with a much higher cost than discussed by ***** at the time of scheduling. The tires ordered were not the tires put on, but a much more expensive tire. Upon request of this ***** only used profanity to target my wife who is disabled causing mental stress to us both. I feel that this group attempted an act of fraudulence to gain more money. I would like others to know this scenerio so that they too may avoid the potential to be scammed by this service department like we were.

  Business response

  10/11/2021

  When getting a quote over the phone with *****, the customer gave ***** the wrong tire size. When the car was brought in, we put the brand in which the customer was requesting but with the correct tire size.  Since the tire size required was a bigger tire there was a higher price associated. 

• Initial Complaint

  05/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fraudulent part charges! Summary: Took my 2012 Optima in for some work. Was charged to replace a part that wasn't actually replaced. When I questioned the service tech and service advisor, I was told that 'a different part inside of the one I saw and that was what was replaced.' Unfortunately for them, Google enables one to see part schematics and it is clear no-such part w/in a part exists. I also disassembled said part at home and no other part exists. The part Liberty Kia charged me for was not replaced, but I was told it was and was charged for it. Date of invoice 5/24/2021. Amount Paid: $108.96. Attached pictures show part number charged for, yr make model of vehicle, and pictures of part that was supposedly replaced (pictures taken same day services were rendered).

  Business response

  06/04/2021

  We contacted ******* and explained the miscommunication with the staff about the part being installed rather than being ordered. *** **** wants to wait for the part in lieu of getting a refund. We will continue communication about the status of the part because it is on back order.

• Initial Complaint

  05/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I traded in a car I purchase from liberty Kia on April 24th 2021 because I felt pressured into buying a vehicle I really didn’t want from liberty Kia. I called and left multiple messages about canceling GAP insurance and I was not receiving a call back. I left over 4 voicemails and nothing. Finally I got ahold of someone a couple weeks later and they said I had to come in to sign a paper. I went in yesterday 4/19/21 to sign and the man refused to backdate the warranty eveb though I haven’t had the car for almost 3 weeks. He said cause I just came into sign. I said had I known that was what I had to do I would of came in the same day to cancel but you all never returned my voicemails and phone calls. He laughed and said “yeah we don’t answer the phone here”. Seriously unprofessional and I should be prorated from 4/24/21 since that is when I was trying to cancel this insurance.

*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. ↩