Complaints

This profile includes complaints for Auffenberg Kia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auffenberg Kia

  1001 South Illinois St. Belleville, IL 62220

• 

  Auffenberg Kia

  1155 Berg Blvd O Fallon, IL 62269-1295

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:06/30/2025

  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.

  Purchased a 2020 *** soul on 5/31/25. The car has had problems from day one. Ac wasnt blowing cool air, the horn didnt work, a safety issue, would stall. Took it in for these issues and the ac still was not getting cool and they never found the problem of why it was stalling. The mechanic said they put wrong Freon in and said they would put right Freon in and that would fix problem. I left the dealership and it immediately stalled. It was on a Saturday so no mechanics wkg I drove home and it stalled several times. Called dealership and they said to bring in. This is in ******, il. I live in **************. I had to work several days and couldnt take in. Had to rent a car for those days It stopped stalling for several days and then started repeatedly stalling. and I was going to take back again. Before I could schedule an appt I was on the hwy and it overheated I was almost killed on the hwy!!I took to carx to diagnose the problem because couldnt drive to ****** with a car overheating. Plus I wanted to know the real reason. Since the mechanics at auffenberg have yet to fix the problem They diagnosed a blown head gasket at carx. Again, car that I havent made 1st pmt on. I had to pay the diagnostic fee!Called mgr and attempted to explain the situation. He repeatedly cut me off then hung up on me. I was completely calm during conversation and this was absolutely unacceptable Now I have a car cant drive and after repeated Vm msgs no one is calling me back I do not trust this dealership anymore. The mechanics are sub par and most of all do not feel safe in this car I want my money back. They sold me a lemon and refuse to work with me in returning my money

  Business Response

  Date: 07/03/2025

  To Whom It May Concern,

   

  We regret to hear that Ms. ********* is dissatisfied with her recent experience at Auffenberg Kia. We always strive to deliver excellent service and support for all our customers, and we would like to take this opportunity to clarify the steps weve taken to assist her.

   

  Ms. ********* brought her recently purchased 2020 Kia **** to our service department on June 9th with three concerns:

  1. Horn not working  Our team replaced the horn at no charge.
  2. Air conditioning not blowing cold air  We replenished the A/C refrigerant at no charge.
  3. Vehicle stalling while driving  We thoroughly test-drove the vehicle for 17 miles but were unable to duplicate or verify this concern at that time.

   

  During the service visit, Ms. ********* was also provided with a loaner vehicle to ensure her convenience while we performed the repairs.

   

  Approximately two weeks later, she contacted us again to report that the vehicle continued to stall intermittently while driving. We encouraged her to bring the vehicle back to our service department so that we could attempt to recreate and properly diagnose the issue. Instead, she chose to take the vehicle to a local repair shop.

   

  Our offer still stands to have the vehicle towedat no cost to herto our dealership so that our factory-trained technicians can inspect and resolve the issue. We remain committed to addressing any outstanding concerns with the vehicle.

   

  Sincerely,
  
  

  **** *******
  General Manager, Auffenberg Kia
  **************************************************************
  Phone: ************************

• Initial Complaint

  Date:05/12/2025

  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.

  In Fridat the 25th I traded my 2005 ***** Avalanche for a ************************ Hybrid. My Sales *** was ******* *********. In The beginning He was great. I traded my vehicle for 6000 Dollars and requested 500 Dollars back from the 6000 it was agreed. I signed all the agreements. At least to my knowledge. On Wednesday May 7th I was notified by email from Mr. ******** a hail damage for and mentions as is. First Keep in mine there was rain that day and the car is Black. I didn't notice any issues viewable at the time. I was never verbally disclosed of any information of hail related damages at all. No information in that respect was disclosed to me. Its taken 3 weeks and no Check for $500 Dollars. I kept contacting Mr ******** an kept assuring me I would be getting it. I never got it and he wanted to loan it to me himself to help me out and when the check came in to sign it to him. I refused because I was not comfortable with that. I said I would wait. Then I get this email the tag I have that was on the windows says nothing about sold as is. Unless I sign it they will not give me my 500. He asked what can they do I said give me my money and just repair the dents Nothing more. They refused I requested the manager at the time I was denied. This is illegal. I am not going to sign that and He called me at 9:22 pm on wednesday the 7th with the same message. I have documents and screen shots showing this. I kept emails and my response of not knowing and saying the information was not disclosed to me therefor I am not going to sign after two weeks of purchasing to cover there butts. I now want compensation for this and for holding my money illegally. Also for the threat of signing something that was never disclosed to me. I have made no threat. I made them aware that day I do have Autism and to let them know that day I do need details when explaining things to me about this. Please help me with this. Also He said the general manager extension was 2331 it is not.

  Customer Answer

  Date: 05/12/2025

  I thought this additional information would be needed. Carfax had no damage reported as well so the hail was not disclosed at all even on carfax

  Business Response

  Date: 06/04/2025

  We would like to address the concerns raised by Mr. ******* regarding the return of his $500 check and the hail disclosure form.

  At no point was there any deception or threat of withholding Mr. ******* funds. He was clearly informed that the return of his $500 check was contingent upon the successful funding of the remaining loan balance through his credit union. This is standard policy at our dealership and is in place to ensure that all financial transactions are completed properly. Once the loan was finalized, the check was promptly returned to Mr. ******* prior to the filing of his complaint.

  Regarding the hail disclosure form, we would like to clarify that it was included in his paperwork solely as a matter of full transparency. In mid-March, a hailstorm affected the area. While none of the vehicles located at our Belleville facility, including Mr. ******* vehicle, sustained any damage, some vehicles off-site in ****** for reconditioning did experience hail damage. Rather than risk any misunderstanding, we chose to disclose the storms occurrence to all customers purchasing vehicles after the event regardless of whether the specific vehicle was affected.

  Our team made every effort to explain the purpose of the disclosure form to Mr. ******* at the time of purchase. Given that his concerns have been addressed and that his check was returned in a timely manner, no compensation will be offered in this case.

  We remain committed to transparency and customer service, and we appreciate the opportunity to clarify the situation.

  Customer Answer

  Date: 06/04/2025

  Complaint: 23310168
  
  I have reviewed the business' response and am rejecting it because:

  If you look at all the documents I included and the text messages and Emails as documented. I was threatened that I would not receive that check unless I signed that paper two weeks later. Yes I actually do have hail damage and I believe compensation should happen since I had to deal with the threat of not receiving my 500 dollar Check unless that form was signed. Again I was also Contacted after hours by ******* ******** as also included in the documents I sent to BBB showing this. I sent copies of emails. I was not told that there was hail in the area the vehicle was in at all. I can verify I did receive that check finally it was dated the 14th I received it on the 19th cashed it on he 20th. Still does not solve the issue of the non disclosure as well as the attempting to be forced to sign something two weeks later after the fact and threatening to withhold that check from me. Sad the company is denying it when I have proof of it.
  
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/12/2025

  Dear *** *******,

  Thank you for reaching out regarding your 2021 **** Escape.

  Please note that as a used vehicle with ******* miles, some level of cosmetic wearincluding dents, dings, and general signs of useis to be expected. At this time, we will not be offering any compensation or complimentary repairs.

  If the dents youre referring to are hail-related, its worth considering that several hailstorms have occurred in the area since your purchase. In such cases, we recommend contacting your insurance provider to discuss potential coverage for repairs.

  Additionally, we want to clarify that it is not illegal to sell a vehicle with hail damage. Our insurance provider conducted an inspection of all vehicles on our lot and did not assess any hail damage on the 2021 **** Escape at the time of sale.

  We appreciate your understanding and are here if you have further questions.

   

• Initial Complaint

  Date:05/08/2025

  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.

  In 2022, I called to see if they could fix my car because the ignition switch was stuck. I got it towed there and they could not find a part for 6 months. It costs me $175 to get it towed. It took them 9-10 months to get the part for my car, then when I went up there, they couldn&#**;t find my keys. The locksmith had to make me a key. I had to get it towed back to the *** dealership several times back and forth until it was repaired each time it costs me $175.00 for towing. Then he could not find any paperwork on the car. I don&#**;t like loses my car because it was paid for and I have to travel from H33333431353233**3234H, IL to **************, ** to work. I had to always call them and they never would tell me what was going on with my car. I would like for them to reimburse me and to provide me with transportation.

  Business Response

  Date: 05/12/2025

  Mr. *****,

  We have no records of your vehicle being in our possession. If you did indeed abandon your vehicle at our location, it would have been reported as such and turned over to the authorities. They use Ofallon Shilo towing for such instances and I would recommend you inquire with them at ************.

• Initial Complaint

  Date:04/09/2025

  Type:Product 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 signed a contract for a vehicle on 2/20/25. I was told and written in contract they had to fix the motor on the front seats and the tailgate issue fixed. I have contacted them weekly for the first few weeks. Then almost daily since. Everyday I have either been ignored or told it will be done the following day. The manager has blamed the salesman, blamed backorder, blamed wrong part delivered, blamed tariffs, blamed other dealership (they contracted the repair to another dealership). He refuses to communicate when asked about the vehicle. I have already had to make my first payment. Have lost out on the warranty from the actual dealership. I have also been told the extended warranty that I purchased will start from date I signed instead of when I actually take possession of the vehicle. I have no clue the amount of miles have been put on the vehicle since I signed. Unless I actually go into the dealership I get no contact. I was also told the last time I stopped in that they will just piece it back together whether it works properly or not so you can have it.

• Initial Complaint

  Date:01/28/2025

  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 new 2024 Kia ********* from Auffenberg Kia in ******, ** on Monday June 3, 2024. During the purchase process, my wife and I were taken into the office of **** *********** to go over and sign all of the paperwork. One section of the paperwork process covered extended vehicle warranty options, and **** provided a contract specifying cost, duration, and what was covered. My wife and I signed that contract and have a copy, but I discovered a few weeks ago that the contract terms that we signed are not on file with the 3rd party warranty company. So in reality, Auffenberg provided us with a contract, we signed it, the dealership signed it, then they provided different terms to the warranty company. Specifically, the warranty contract we signed covered the vehicle for ******* miles and the warranty on file with the 3rd party company is for ******* miles. I spoke to the warranty company and they stated the problem was with what the dealership provided.I have emailed this to **** at Auffenberg with copies of my signed contract, and the dealership will not respond. I am seeking assistance from the BBB to reconcile a signed contract that is not being honored, as well as alerting the BBB of a company that could be making a practice of fraudulently offering contracts that cannot be honored by the company they represent.

  Business Response

  Date: 02/04/2025

  Hello ***** ******,

  I just received word from ***** the contract has been updated.

  Respectfully, 

  **** *******

  General Manager

• Initial Complaint

  Date:01/09/2025

  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 18 dec we took our 2007 *** spectra to auffenberg kia service department for an oil leak issue. We were billed $1200 for the repair and picked up the car on 2 jan 25. We immediately noticed that the car wouldnt go into park without an inordinate amount of force. And then wouldnt come out of park without just as much force. The area was then hit with a severe winter storm and we experienced family illness, both of which delayed returning it util 9 jan. . . Upon return they called us and immediately began trying to verbally bully us by not letting me speak or reason with them, denying our request to fix what was obviously their fault. The car didnt have this issue when brought to them and did when it was picked up.

  Business Response

  Date: 01/13/2025

  Dear BBB,
  
       I am sorry to hear that Mr. ****** is upset with our ****************** at Auffenberg Kia. We strive to please every customer during every visit but obviously there are situations that you cannot predict what will occur after our repairs are performed. 
       Mr ****** brought his 2007 *** ******* with ******* miles to our facility on December 12th 2024 wanting us to diagnose a large oil leak. That was his only concern. Our technician diagnosed the issue and repaired the oil leak after Mr. ****** agreed to the repair. He paid for these repairs and picked up his *** from us. 
       Mr. ****** reached out to us recently complaining the shifter in his *** was hard to engage and stating it wasn't an issue until after we worked on it. I invited him to bring his *** back to our facility and I would look at it at no charge. I stated to him at that point that if the shifter issue was related to our engine repair, I would correct the issue at no charge. If the situation was not caused by our recent engine repair, I would at least let him know what the shifting issue was and what it would take to repair this issue. 
       Mr. ****** returned with his *** on the afternoon of January 9th, 2025. Our technician pulled his car into our shop the next morning and diagnosed the shifter issue. The shifter area is covered in debris and spilled beverages. This causes the working shifter parts to gum up and seize.  A permanent repair for this issue would consist of someone disassembling the entire shifter mechanism and cleaning off the debris. I would think this would be a 5-6 hour repair. I would not be opposed to this repair, but it would be prohibitively expensive to do at a dealer. There are detail shops locally that would be a better fit economically. We were able to get it to work better, but this is not a permanent repair. I am enclosing pics of this vehicle as well. Please feel free to reach out to me if you have any further questions. 
  
  Sincerely,
  
   **** *****
   Service Manager
   Auffenberg Kia
   ************
   ext. 1862

  Customer Answer

  Date: 01/13/2025

  Complaint: 22791494
  
  I have reviewed the business' response and am rejecting it because:
  
  I have reviewed the business' response and am rejecting it because:
  
  Several aspects are not true or misrepresented. 
  I invited him to bring his *** back to our facility and I would look at it at no charge.
  Response:  the car was dropped off and left at the dealership on 9 Jan 25 at approximately 3 pm.  We received a call about 1 hour later and he said it would be $400 to look at the problem .
  when i rejected that offer he got sarcastic and said Do YOU know ANYTHING about cars? When i tried to continue the conversation he became beligerante and refused to stop talking while I was trying to answer the question.  He ended the call by telling us to come pick up the car. I was unable to do so at that time Or on the next day, Friday, and had to leave it for the weekend.
  
  
  With regards to the sodas and food spilled on or around the gearshift. That situation has been unchanged for years. Unless they spilled something into that themselves. Nothing changed to make the stick shift cease working the way it did before they were given the car on 18 Dec
  
  
  So it has gotten stranger because when we took the car back today it easily came out of park, and easily went back into park on arrival home. HOWEVER, now there is a new problem that wasnt there previously. Now when the tachometer gets above around 1500 The car starts running, very roughly, and when turned hard to the left, it dies. And has to be restarted.
  
  
  What Im saying, is that, none of these problems existed when it was given to them, and only started after it was received from them 
  
  
  Since the car is as unreliable, as when we gave it to them for the initial problem, the only resolution is for them to refund 50% of the $1200. We paid to have it fixed. The car is going to be used as a trade-in On buying a new used car. Since we havent had use of a car for two weeks in December and it has been unreliable since they fixed we think a partial refund is only fair.  We understand. Labor was applied and parts were used, so we are not asking for a full refund.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/14/2025

  Mr ************************** are sorry to hear of your newly developed issues with your car, We stand by our previous response and will not be offering any form of reimbursement.  
  
  
  Sincerely,
   **** *****
   Service Manager
   Auffenberg Kia
   ************
   ext. 1862

  Customer Answer

  Date: 01/16/2025

  Complaint: 22791494
  
  I have reviewed the business' response and am rejecting it because:
  
  There are only two possible explanations:

  The first is that these two mysterious problems (the shifting problem, and the card dying during turns), which had never been encountered before, suddenly appeared after it was in their sole posession for two weeks by meer coincidence over the life of the car of the last 18 years. 
  

  The second is that they purposely sabotage the car to make it have to come back for more repairs.
  

  Those are the only two possible explanations.  
  

  I cannot prove which one is true. 

  Every interaction we had with them was rude, intolerant, and dismissive.  For the reasons I gave previously. I am not satisfied with their response.

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

• Initial Complaint

  Date:08/05/2024

  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.

  We drove six hours round trip to buy a 2019 ******* Accent from salesman ******** **** on 6-8-24. The sale went OK. but after the sale I was confused. As I had rolled the cars $1,033.33 tax into the loan and never left the dealer with a check. So, we returned to our Missouri home and go to have the car licensed a few days later. Having to come up with all the tax our-self. Today is 8-5-24, and still no sales tax check. I have turned the dealer into the *** and multiple other agencies to date. If your looking for "service after the sale", I recommend going somewhere else. I allege that their finance manager ******* ******* must be a DEI hire, as there is no way she could have gotten her position on merit alone. I hope they get our check to us soon, before I see her in ******** small claims court. Oh she keeps telling me that ****** car dealers were hacked, and that is why it took over a month and a half to even get our car financed. How would that have stopped her from mailing a paper copy of the bill of sale that we both have to the financing credit union? There is "NO" excuse on waiting almost two months for a sales tax check, that was rolled into the price of the car when purchased!

  Business Response

  Date: 09/19/2024

  This dispute has been resolved. A check was mailed and confirmed recieved.

  Thank you,

  **** *******

• Initial Complaint

  Date:01/26/2024

  Type:Product 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.

  Bought car 12/2023 and am having problems with it. Battery died 2 weeks later and about 4 weeks later computer totally died. Yes it was used but it should last longer than this

  Business Response

  Date: 02/13/2024

  Dear BBB,
       I am sorry to hear this customer is upset with
  us. Ms. ********* purchased a 2018 Kia Soul from us with 117xxx miles on it on
  December 11 2023. At that time we recommended that she purchase an extended
  mechanical coverage contract due to the high mileage of this vehicle. Ms.
  ********* declined this option.  On January 22, 2024 she brought her
  vehicle back to our Service Department with a check engine light on. We
  diagnosed the fault as a faulty ECM on board computer. A new computer would be
  prohibitively expensive so we were able to locate a used one in another state.
  I reached out to this customer to let her know the results of our diagnostic
  test and she was obviously upset. She let me know at that time that she had
  already had to purchase a battery for this vehicle during a recent cold snap we
  experienced. In an effort to placate her, I agreed to drop the diagnostic
  charge ($170.00) and was also able to convince our sales department to
  contribute $100.00 towards the repair. This left a balance of $450.00 to
  complete this repair. We are still awaiting shipment of this used ECM and hope
  to have it installed by the end of this week. Again, I am sorry to hear that
  Ms. ********* is upset with us but I hope you feel as I do that we have made a
  good faith effort to repair her car at a significantly reduced rate.  It
  was not our intention to upset this customer but her decision to decline the
  extended warranty is the reason behind her having a cost on this repair and not
  having a loaner vehicle during the repair. Please feel free to reach out me if
  you have any further questions. 

  Customer Answer

  Date: 02/26/2024

  My name is *** ********* and I am the daughter **** has been referring to in your communication with her. I am the one who purchased the car from Auffenberg Kia on December 11, 2023.  I do not accept the response from this business since they still have my car in their possession. I do not appreciate them saying that it is my fault when I purchased the Powertrain warranty which I was told would cover the majority of repairs when purchasing the vehicle.  I do not recall being told that I needed an extended warranty to receive a loaner car but I also feel some kind of effort could have been made since I told the service manager his deadlines meant that I would go weeks without having a vehicle. They did not call to notify me that they actually received the part after having to reorder it. According to them, they should have received the part at the end of last week and had it installed by Friday. I did not even know that the part had been received and programmed to my car until I called the service manager working on my car this past Monday.  He told me that they put the part in but that did not fix the issue so my car would need to be taken elsewhere to be fixed. He decided after completing repairs that did not solve the issue that they were going to tear the dashboard apart to check all of the wiring since I need this business to fix it.  He once again failed to call me with that result either.  I contacted the general manager of Auffenberg Wednesday of this week to discuss all of this in person. He informed me only by telephone that they dropped the ball on the ordering of the part and that he understood the service manager offering the repairs to me at no cost as a result of all of this inconvenience.  I stressed to him that the main source of my frustration in all of this has been the lack of communication that the service manager has had with me. No one was updating me on what was being done to my car thus far or any progress or lack there of that may have been made.  I was told yesterday after asking for an update that "we still haven't figured it out yet." I am expecting them to repair my car back to the condition that it was in when it left their lot the night I purchased it. I feel that any work that has been done to it thus far or needs to still be done should be completed at no charge.  Why should I have to pay for parts that did not correct the problem? I was told by both the service manager and general manager that this is acceptable for them. My car has been in that service shop for nearly a month now and currently only drives at 35 mph according to one of the latest updates. How am I supposed to take it elsewhere without being towed as a result? Why is the dealership that I purchased it from telling me they can't fix it?? They are a Kia dealer!! As this point they are going to have to get it to a safe working order and driving condition regardless.  Please let me know if I can offer any kind of further assistance. 

  
  

  Thank you for your time, 

  
  

  *** ********* 

  Customer Answer

  Date: 02/26/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

  My name is *** ********* and I am the daughter **** has been referring to in your communication with her. I am the one who purchased the car from Auffenberg Kia on December 11, 2023.  I do not accept the response from this business since they still have my car in their possession. I do not appreciate them saying that it is my fault when I purchased the Powertrain warranty which I was told would cover the majority of repairs when purchasing the vehicle.  I do not recall being told that I needed an extended warranty to receive a loaner car but I also feel some kind of effort could have been made since I told the service manager his deadlines meant that I would go weeks without having a vehicle. They did not call to notify me that they actually received the part after having to reorder it. According to them, they should have received the part at the end of last week and had it installed by Friday. I did not even know that the part had been received and programmed to my car until I called the service manager working on my car this past Monday.  He told me that they put the part in but that did not fix the issue so my car would need to be taken elsewhere to be fixed. He decided after completing repairs that did not solve the issue that they were going to tear the dashboard apart to check all of the wiring since I need this business to fix it.  He once again failed to call me with that result either.  I contacted the general manager of Auffenberg Wednesday of this week to discuss all of this in person. He informed me only by telephone that they dropped the ball on the ordering of the part and that he understood the service manager offering the repairs to me at no cost as a result of all of this inconvenience.  I stressed to him that the main source of my frustration in all of this has been the lack of communication that the service manager has had with me. No one was updating me on what was being done to my car thus far or any progress or lack there of that may have been made.  I was told yesterday after asking for an update that "we still haven't figured it out yet." I am expecting them to repair my car back to the condition that it was in when it left their lot the night I purchased it. I feel that any work that has been done to it thus far or needs to still be done should be completed at no charge.  Why should I have to pay for parts that did not correct the problem? I was told by both the service manager and general manager that this is acceptable for them. My car has been in that service shop for nearly a month now and currently only drives at 35 mph according to one of the latest updates. How am I supposed to take it elsewhere without being towed as a result? Why is the dealership that I purchased it from telling me they can't fix it?? They are a Kia dealer!! As this point they are going to have to get it to a safe working order and driving condition regardless.  Please let me know if I can offer any kind of further assistance. 

  
  

  Thank you for your time, 

  
  

  *** ********* 

  
  
  
  
  
  

  Business Response

  Date: 02/27/2024

  Hello ***, 

  We at Auffenberg would again like to apologize that you had such a rough experience with our service department. We didn't mean to upset or offend you in anyway. I also, apologize for the delay in getting your vehicle returned to you as we can't help when some parts arrive. I hope going forward that everything is working with your vehicle and that you have no more issues I was notified that you have since picked up the vehicle and had no complaints at the time. I hope we can service you in the future with no issues and you have a better experience. At this time I would say sine the vehicle is in your possession that this case can be concluded. Please have a great day and Let me know if you have anymore questions or concerns. 

   

• Initial Complaint

  Date:12/14/2023

  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 2023 KIA K5 Gt Line in Jan '23. The backside of the trunk had a chunk broken out of it. There are scuff marks and visible damage on the vehicle. They told me they would repair the damage. They ordered the wrong part twice. I continue to get the run around. They finally got the correct part but upon installation of the new part, further damage to the area occurred. I have been waiting weeks for them to answer me and complete the job

  Business Response

  Date: 12/26/2023

  To Whom it may concern. 
   I am sorry to hear
  that Mr. ***** is unhappy with our service here at Auffenberg Kia. We certainly
  have had some issues obtaining the correct parts for his Kia but we have
  succeeded and have his new parts pre painted and ready to install. He has an
  appointment with us tomorrow (12/27/2023) at 9am to get his new parts installed
  at no charge. Again, we apologize for the inconvenience and look forward to
  making this right with Mr. *****.

• Initial Complaint

  Date:12/14/2023

  Type:Product 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.

  Gave dealership $10000 deposit for a car. The loan was denied. I refused to pay higher interest rate. Haggled for over a month. Finally realized that I had to return the car was promise downpayment back once they received the car and did inspection. Dealership refuse to answer or return my downpayment

  Business Response

  Date: 12/26/2023

  To whom it may concern:
  
  We have sent a check
  back to the PO BOX provided.  We hope the PO BOX works better than an
  address to an abandoned building where she claimed to be her place of
  residence.