ComplaintsforAuffenberg Kia

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a vehicle on Auffenberg website. States on the site it is a ***** Blue Book instant cash affiliated dealer. ***** gave me a instant cash offer for my vehicle of ***** and was offer loan through Santander, again done through their website. I go to dealer and they try low balling my car. I was told they dont deal with ***** blue book instant cash offer was there 3 hours just to be told I would need more money down due to the low ball offer they wanted to give me for my car. I looked at a *** and a ***** The **** was cheaper so the dealer tells me to head to **** dealer and speak to **** that he had the Escape I was looking at ready for me there I go there and **** tells me he doesnt know why **** from *** sent me there that he could of done the deal even though the car was at another of their lots. He didnt even know what car I was looking at yet I was told it was all set there for me I find out its not even there. I was auffenberg for for additional 2 hours **** spoke with me a whole two minutes to tell me that I would have to wait till Monday the the finance guy needed to talk to **** rep. **** Monday not a word I called 4 times to reach **** and no response. So I contacted **** at *** and explained to him what happened at **** he said he didnt tell me that. And basically brushed me off like h*** getting someone to return a phone call. Fast I finally get **** asked to try to do original deal and I would put the money down he said I need if I wanted the *** that was Tuesday morning never heard a word back from him. I have had som bad experience over the years with dealers but this has got to be the worst. Auffenberg has The worst customer service I have ever had. This is why dealers get a bad wrap when you have salesmen that straight up lie to your face and a finance guy that hides in an office. If you not a ***** blue book instant cash deal dont put on your site that you are and lie about it to low ball a cars value and be shady

  Business response

  11/03/2023

  Mr. Knights first inquiry for information was on 10/27/2023.

  We contacted *********************** on recorded phone calls 2 times on 10/31/23, 3 times on 10/30/23, and 2 times on the 10/27/23.

  As of 11/2/23 he has responded he will go to a different dealership. 

  Customer response

  11/03/2023

  Complaint: 20812836
  
  I am rejecting this response because: the last communication I receive was from ***** it was a text on Oct 31 in the morning stating that **** was going to get with finance guy and call me back never heard from them with us why I contact them on Thursday telling them I was going elsewhere as I dont like dealing with liars  

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

  Business response

  11/14/2023

  Dear ****************. 

  We apologize things didn't work out. If we can assist in the future in anyway please let us know. 

   

• Initial Complaint

  08/23/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  8/04/2023. Purchased vehicle with Ceramic Plus A Front applied. Paid $995 for this. Business will not return numerous phone calls to send us a copy of the 5 year warranty that I signed for this and liturature on what they actually did.

  Customer response

  08/23/2023

  Auffenberg Kia has contacted us and sent the information that we had requested.  Please cancel complaint.

   

• Initial Complaint

  08/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2016 Kia Soul for my daughter who depends heavily on her car for her employment (visiting nursing homes). After having the car only 10 days it was stolen from her driveway. The car was recovered and is presently at Auffenberg Kia in Shiloh. There was no body damage, but the steering column was severely damaged and needs to be replaced. Since it is well known that Kia vehicles are high theft items, I think the repair of this vehicle should be a high priority. Since this is the case, I think we should at least be given a loaner. I can get no satisfaction from the service manager as to when the vehicle may be repaired. This situation is totally unacceptable.

  Business response

  08/28/2023

  We would like to thank *** **** for his business and apologize for any inconvenience. We will keep him updated on the progress of the vehicle repairs.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2023 KIA ***** from Auffenberg KIA in mid-February for cash. This month I received a mystery withdrawal from my bank account by Auffenberg KIA in the amount of $29.99 for something called "AUFFENBERG EXPRESS." I have made multiple attempts to contact the dealership about this and have left my contact information each time but have not heard back from them. I did sign up for their car wash service, but that was supposed to be $10/mo for the 12 months. Seeing that the dealership will not return my calls and explain this charge I feel it is now necessary to enlist the help of the BBB. Thank you

  Customer response

  06/07/2023

  Auffenberg KIA has reached out to me and we have resolved the issue to my satisfaction. Thank youfor your help.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a used car here in October. We were issued a 90-day temp tag, which is fine for Illinois but is 60 days too long for Missouri, which only accepts 30 day tags. After 30 days, you incur a fine of $25 per 30 day period until the car is registered. Auffenberg should have known this. We have so far incurred $50 worth of fines because of this. Worse, we were never sent the title, so we cannot get the vehicle licensed(!) I made 8-10 calls to Auffenberg to get help with tracking down the title, but they make it intentionally difficult to get through to a person. The receptionist will transfer you to either loan officer, but they don't answer and their voice mailboxes are full. The receptionist will not furnish their email addresses, nor contact info for the Finance Manager, nor even any of their full names. I was told I was not allowed to contact the Title department directly. I called back to speak to my salesman, but eventually the call either drops or is never picked up. The receptionist allegedly sends them all internal messages regarding the problem, but no one has reached out. I had to call the DMVs of four states to track the title down back in Connecticut, where it still had a lien against it. I had to call that (previous) lender to confirm the loan was paid, and beg them to mail the release to me, since the dealer is not cooperative. That will take 8-10 business days, upon which I will then have to apply for a new title. In the meantime, the temp tag runs out in two days so I'll be left with a car I can't legally drive while finalizing resolution of the issue.

  Business response

  01/17/2023

  Mr. **** stopped by our location last week and discussed the matter with the General Manager. If he has further questions please encourage him to reach back out.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/12/ 2022 I purchase a 2011 Jeep Cherokee Vin#***************** with 111,517 miles the vehicle was price at $11,994. At the time of purchase while test driving the vehicle the check engine light came on. Our Sale consultant ****** ******** provided us with the information of what repairs were needed which included a thermostat and bushing. Due to vehicle pricing and shape we opted to pay for the repair because we were informed by ****** that Auffenberg would not cover the additional amount because the car was wholesale but he stated he could speak to the General Manager because we were willing to pay for the repairs to complete the purchase. The vehicle was taken to service and we were informed the repairs total $1000.00 and would take a couple of day to complete. We agreed upon the deal which now made the vehicle list price $12,994 also included with that was a $324.24 Doc Fee and $33.00 License Fee which brought the total amount to $13,351.24. Do to repair needed right away to ensure the car would be cover in future mishaps while completing the sales contract for the vehicle, we opted to include the Premier Coverage Plan discussed with the finance manager which provided the top tier cover with a $100.00 deductible, up to 100 miles on tow and a loaner while vehicle is being repaired. We also included Gap Insurance in the case of total loss once the final figures were calculated the total amount finance was $16,216.24. Since the purchase of the vehicle on August 12th I have fail to receive the Title for the vehicle now being over 4 month each inspection needed to register the vehicle has expired also The Temp Tag used until proper registration has expired. I reached out again to my Sales Consultant ****** ******** on October 18th to inform him I still had not received the Title he stated he was out of the office and would follow up with me on October 19th upon his return. I reached out to him again October 25th when he informed me he reach out to the Finance Department to look into it. On October 26th I spoke with ******* ****** that apologize for the mishap with the Title and he informed me would follow up with me to ensure it was taken care of I explained to him the Temp Tag on the vehicle expired on 11/12/2022 and I needed to get this resolve prior to then. ******* stated he would follow up with me and get this resolved. I fail to hear back from ******* so I reach out to him again November 9th he stated he still had not received the title but Auffenberg would cover any fee accumulated for late registration and inspections and he would follow up with me. On November 30th I reach out to ******* again because I had not hear anything about the title and now also the vehicle stop running, I explained to him I had the have the vehicle towed home and at the time of purchase I added on the ** ********* coverage plan and I asked him what step should I take because at this point the overall experience has been horrible. I reached out to ** ********* and had the vehicle towed on 12/2/2022 to an approved location for repairs. On December 6th I was contacted by ***** ********** **** ********** *** *********** *** ***** and informed that the Starter Motor went out and provided the total cost $1168.80 for Labor and Repair. On 12/7/2022 I contacted ** ********* back informed them of what was needed to repair the vehicle and I was informed what the Repair center needed to do to have the repairs completed. On 12/8/2022 ***** ********** contacted me and stated the Coverage Plan would not cover the Starter Motor. I reach out to ** ********* and was informed I needed the Premier Coverage Plan for it to be covered I informed them that’s what I had and was looking at the information at hand. I was told by ****** with ** ********* that Auffenberg did not submit the correct Coverage Plan and that it could have just been an error and to contact Auffenberg for corrections. I have reach out to Auffenberg a total of 6 times still no title to vehicle 4 month later and no correction to what was submitted for warranty and what was paid for. No one calls back and I currently have a vehicle with no title that I can’t register and also not running that has now been in the shop for 2 week because of their error. Multiple email sent and phone calls made with no resolution. I have no ownership to the car and now force to pay for the repairs because the repair shop would have to tow off their lot and since I have the no registration I would be unable to retrieve the vehicle but I am responsible to continue to make the loan payment to avoid credit damage. This seem to be a ongoing practice with Auffenberg and further steps should be taken.

  Business response

  01/09/2023

  Mr. *** and his family came into the dealership last Monday around 1pm to discuss the issues they have listed. After speaking with them we are working on getting their car fixed, just waiting on the Service Contract adjuster to ok the claim. The Adjuster was here on Tuesday morning and stated the claim should have an answer soon. I have been in contact with the *** family and the service department is working diligently to get the expedited as much as possible. The second issue we discussed is the Title, After speaking to our title department we are pending a Title from Colorado. They are behind on their titles, and we have requested again a expedited title. The *** family knows I am working and doing everything in my power to help and I believe we are all on the same page at this point. 

  *** ******
  General Manager

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I thought i bought my retirement dream car 2022 Kia Sorento on 28 June 22 only to have it for 5 days and a transmission oil light came on at 250 miles 4 July 22. I was advised to bring in the car for service 4 Jul 22 per Auffenberg salesman. It has become a nightmare to me at this time because at 250 miles no warning lights should be on a brand new car for $53K, but, a few car rentals and a few days later i checked on the car because no one has called I arrive at Auffenberg Kia on 14 July 22 theres been no explanation for what went wrong but was told it was good to go after service drove 100 more miles per request and after oil and wire checks. As a consumer, i requested a refund or another replacement again from Auffenberg Kia and was turned down, but, for another $1k, they can order or build another one. i asked why cant we use the funds from the other car, which now is considered a trade? I've contacted Kia corporation 14 Jul 22 which also denied my request for refund or replacement but opened a ticket on the car and referred me to The New Buyer Vehicle Act which seems to only favor the car dealers. Currently, Kia has $53K and i have a car that i find undesirable which to me feels unfair as a consumer that i'm bullied into a vehicle that has been in the repair shop more days than i've owned it. Today, still i'm unaware of what, why or how the transmission light appeared or if its really been resolved. The fact is that i gave Auffenberg Kia $53K that i havent earned and i'm upset that i have to drive this car and pray nothing goes wrong. Its mentally traumatizing to know of this fact that Auffenberg has $53K and i must continue to pray, work and pay for an undesirable retirement car.

  Business response

  07/22/2022

  Mr. *******,
  
  We did inspect your vehicle and made sure we had the correct fix by contacting Kia Corporate tech line.  While we understand that your vehicle had a little too much Trans fluid, the excess was removed and remeasured.  All trans connections were also checked to make sure it was not a different issue. We then drove the vehicle over 100 miles to ensure it was not a different issue and we returned the vehicle to you.  The vehicle is operating as designed at this time.
  
  We also offered to order you another vehicle to your specifications and trade you out of your vehicle at the time the new one comes in.  We unfortunately cannot swap you vehicles when the new one comes in.  We will need to appraise your trade in and go over your purchase or financing options at that time.  We are still willing to do this for you.
  
  **** ******* *** ******* *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩