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:06/07/2024

  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.

  Federico Kia dealership in *********, **. Date was Monday 6/3 ********************* was great he has helped with every step. But after buying a 3 year old car from this dealership we have had nothing but issues. We live over 50 minutes away and the day we bought the car we got done around 8:30 pm. On the way home we found none of the blinkers working, cleaner bottles in the car still, missing piece to hold ***************, bald tires, and a lot of different pieces of plastic not popped in place. We ended up having to drive back to the dealership 6/5 to get all these things fix and decided to stop at a place down the road for them to check if tires were in state limits. Only one tire is and the rest arent. They fixed all of the other stuff but refuse to do anything about the tires.

  Business Response

  Date: 06/10/2024

  Although we are aware of the customers displeasure prior to this complaint, we are still surprised at this discussion.  Before they purchased the vehicle, they did ask for new tires and we advised them that new tires would not be a part of the deal. At that point they had to make the decision to either purchase the vehicle with the tires that were on it or not purchase the vehicle from our dealership.  The customer chose to purchase the vehicle.  The tires were at and/or above state guidelines at the time of purchase.   For this reason, we will not be doing anything further for this customer.  We do apologize that the customer had some issues on the vehicle (not pertaining to tires).  While we work hard to minimize these type of problems, sometimes these issues can occur after delivery and we always make it right, as we did with this vehicle.  After fixing the unexpected issues, we even gave the customer a full tank of gas and delivered the vehicle back to them for their inconvenience. There is no further repair or replacement owed to the customer at this time. Thank you for your time on this matter.

• Initial Complaint

  Date:03/11/2024

  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.

  10/02/2023 Mileage in:121795 I talked to *********************************. I talked about my engine falling into the Category of the Classaction recall litigation out of **********. He was **** and told me to go call the lawyer with this litigation. I then explained to him that I also have an extended Warranty when I purchased my vehicle from *********************** in **************. He then became interested in looking at my KIA **** 2014. I left my vehicle with KIAs ************ on 10/02/2023 after the Dealership made sure I had proper Insurance to cover their Loaner Vehicle. I signed on the contract for their car. Over the coarse of October 2023 I spoke with ****** by phone for what their mechanics were doing to my car and being reassured many times that the vehicle was almost ready. I also returned their Loaner car on January 6 at 10 am. They handed me keys to the second Loaner car and I heard a few more times that my car should be done soon. On February 12, 2024 I heard from ****** that I needed a new engine that will cost $5000.00. He tried to say the engine seized up and there was metal in the engine. I do not have a full story on what even took place over these 4 and plus months to my car. The ************************ has information but they say I need a Lawyer to get a report on my Vehicle to have knowledge of what happened to their Inspection of my car. I need help with this complicated matter. My car now sits in my Garage and does not work! Can you help me with this concern. The Warranty said ****** for a Deductible per repair.

  Business Response

  Date: 03/13/2024

  We understand the customers frustrations but unfortunately, her complaint is with her extended warranty that is not affiliated with our company.  We worked with her extended warranty company for many months trying to get the repair covered and even put her in our loaner vehicle during this time.  The customer was in our vehicle for 158 days at a cost to the dealership of $7,110 dollars.  Since the repair did not get covered by her warranty, we absorbed the cost of that loaner vehicle.  Although we agree that her repair should be covered, the warranty that she purchased is declining the repair and there is nothing further we are able to do.  We recommend that she contact them further to dispute their decision.  Although we sympathize with the customers situation, there is nothing more we are able to do unless her warranty approves the repairs.  We do hope for the opportunity to work with the customer in the future and wish her all the best.  

• Initial Complaint

  Date:02/24/2024

  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.

  Very disappointed in Federico Kia. They have had my car since Oct 2nd. After 3 wrong diagnosis on the issue and 3 different parts that did not even work on my car they are demanding I pay for those as well. One part they sat on for 3 weeks and it took me to call them to do something about it. They never gave me a loaner so I was inconvenienced for over 4 months. The service tech over my car said for me to call ******** and they would be able to assist with the bill. I called them and they said the service manager has the authority to help reduce the bill. So I talked to **** the service manager and he said he talked to the owner of Federico and they are not going to help. He said one reason is because they had to call a Kia Engineer and they had to pay for flight and room here. For me personally I dont think it is my fault they do not have trained techs to fix a car let alone take over 4 months. I tried calling the owner of Federico and left a message for him to call me on Monday and Wednesday and he never returned my call. I really do not like to leave reviews like this but when I get no response back I was left with no choice ******* the service tech called me on January 19th left me a voicemail stating one of the parts they ordered has come in. **** the service manager told me they got the part in December. So it sat there for weeks. I also have voicemails.

  Business Response

  Date: 02/26/2024

  Although we understand the customers' frustrations with having vehicle difficulty, there is nothing owed to the customer more than what has already been given.  
  
  There were not 3 wrong diagnosises but rather 3 repairs that were needed in order to repair the vehicle.  These 3 repairs came from the direction of the *** corporate technicians and without all three, the vehicle would not be functioning properly, as it is now.  The vehicle never sat for more than 6 days once parts arrived and the only reason they ever went that long was because when they arrived, the master technician that was working on the vehicle was on vacation.  Two of the parts were on backorder which is a large part of the reason why the vehicle was here for so long, but that is completely out of our control.  
  
  We already discounted the repairs for the customer and our technician even voluntarily worked on the vehicle without clocking time for labor pay for 2 of the repairs to try to help her out.  
  
  The reason we recommended she call *** with her desire for compensation is because of her displeasure with time due to back ordered parts as well as the fact that we followed their guidelines for the repairs that she approved.  We are sorry to hear, again, that the customer is upset but all of these repairs were discussed and approved by the customer as we went through the process so there is nothing else that is owed from the dealership more than what has already been given.  

  Customer Answer

  Date: 03/07/2024

  Complaint: 21342560
  
  I am rejecting this response because: When he said all of the parts used was needed to fix the car. I have a voicemail from ******* which is a tech in service on 11/8/23 stating the switch inhibitor did not fix the car. Then they order the pcm 11/13/23. I have a voicemail from that date they ordered it. Did not hear anything from *** again until they left a voicemail on 1/19/24 that they got the **** Then I find out from **** they got that part in December.  Also as you can see in the invoices the first invoice they tried to get to me sign a pay was the one not itemized at all no prices for parts or labor. Then I had to request itemized invoice. If you look up the parts on the *** website they were charging me way more then what they go for if on the *** site. When I did finally sign and paid I asked for a copy of the invoice I signed. ******* said he was instructed by **** to not let me have it or even take a picture of it. We called the ** and he said he is not ******* boss and he cannot make him give me a copy. Also they uninstalled the remote start to the car. I asked them to reinstall it and **** said he no longer has the part. ******* said **** threw it away. So now I am left with no remote start on my car they even took they wiring connecting the remote start. When I drove off after picking it up my rear view camera is not working. I just had that put in September, the check engine light is on along with I cannot control the radio from the steering wheel anymore. So there is definitely some issues they created with the car during the repair. 
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/07/2024

  We are unsure how the customer is still unhappy at this point.  The customer sent in a representative on her behalf and we agreed on a fair deal based on work that the customer had approved. Her representative agreed this was more than fair and the customer agreed to the newly discounted invoice as well. Given that we have already discounted her bill since her initial complaint and the customer has picked up her vehicle, we will not be doing anything further for this customer other than what we already have - which was more than fair to the customer. As for her remote start, we had a thorough discussion with her and her representative about how the remote start that she added was causing some of the problem - we could reinstall it but she would then continue to have issues so they instructed us not to reinstall. The large discount she received was also, in part, for this remote start.  The customer has already told us that they would be contacting the police and an attorney and our conversations with the customer ended for good at that - we will not be discussing with the customer any further at this point and only through the channels she threatened.  

• Initial Complaint

  Date:12/22/2023

  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.

  I have included an attachment with the situation

  This complaint is mostly about the service department but
  due to the whole experience I thought I would share the whole experience of
  this vehicle.  I am 24 years old and this
  was the 1st time I bought a brand-new car on my own without the help of my
  parents.  I have to say the whole
  experience has been very bad.  I
  purchased this vehicle in January 23.  A
  couple of days after bringing the car home, I received a call that told me they
  "sent me home in the wrong vehicle".  They had 2 of the same cars on the lot and sent me home in one, did
  paperwork on the other.  They wanted me
  to bring the car to swap, I live an hour and half away.  The dealership then agreed to bring the
  "right" car to me but was very rude about it.  Once they dropped off the new car, I immediately
  noticed a large scratch on the car.  When
  I called, of course they made me bring it to them this time which required
  taking a day off of work.  At this point
  everything went well for a bit, until about 6-7000 miles.  Somehow on a brand-new car, my rotors were
  bad and again I had to take off 2 days work.  One to have it diagnosed, then to have it fixed.  I want to say West County Kia did this work
  for me and they were fantastic to deal with and got me in super quick prior to
  me needing to take the car on a trip and not knowing if it was safe to drive.

  Business Response

  Date: 12/23/2023

  There was nothing recommended to the customer that are not normal recommendations.  When the customers mother spoke with us multiple times, she mentioned that she was "young and did not know what she should do".  It would be unethical for us to forgo normal recommendations to any customer based on their age, gender or religion - maintenance recommendations are made based on year and miles of a vehicle, not an individual status.  Given that these are normal maintenance items, we agreed to help the customer out with a $300 refund or an oil change package as an act of good faith.  We feel that this was more than fair given that we only performed services that the customer agreed to.  
  

• Initial Complaint

  Date:12/13/2023

  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 bought a certified pre owned kia sportage that was sold to me in “good working order” but was not told about a pre existing recall that was on the car at the time of purchase. I am the second owner of a 2017 kia sportage that i purchased in 2021. A recall was issued for a knock sensor in the engine that had not been fixed prior to me purchasing the vehicle. Its now sitting on kias lot and they are not backing their warranty because the recall was not fixed. However, they have a loop hole that they dont notify second owners of this problem. They have also removed the recall from the website so it is no longer public knowledge. This means, many kia owners will be uncovered by their warranty and stuck with a $7k bill to replace the engine.
  This all happened because kia neglected to make a good engine and neglected to notify second owners. Kia is going above and beyond to hide this information and not back there warranty.
  I want kia to stand behind the warranty and fix my car. I want them to cover the entire cost and accept accountability for their own negligence.

  Business Response

  Date: 12/14/2023

  We would like to request that this complaint is removed from our file as we believe this is either meant for the dealership the customer purchased the vehicle at or for Kia corporate.  We did not sell the vehicle to the customer (and we never sell vehicles with open recalls), nor do we have control over Kia's response to recalls.  We recommend the customer follow up with Kia corporate if they are concerned about how they notify owners on their recalls in order to find a resolution as the dealership has no control over this.  Thank you for your time. 

• Initial Complaint

  Date:06/20/2023

  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 service center has cost me hours and days and finding rides all because they wouldn't repair a tire with a screw in it the first time we brought it in. Not only that I had to fid the screws before they would say there were any, then I said no I don't need an alignment done on my car yet it's not ever 18k after purchasing it well they went ahead and did one anyway and charged me for it. They have no idea what is and isn't covered under the protection plan the dealership sold me when we purchased this like new loaner car they had, they have never communicated with the service department at all to let them know of our plan or the maintenance package we have and have tried to charge us every time we bring it in for the items that are 100% covered under both of them but they still have no idea what is covered under them even after showing the pamphlet to them, and the purchase contract that shows exactly what was purchased when we bought the car. It has been a total nightmare from it'll be done today the tires are here, later we ran out of time first thing in the morning, the next day the tires just got here 5 minutes ago it'll be done in 15 an hour later no they just got here and we will be done in 30 2 hours later sitting in the show room of the dealership still nothing

  Business Response

  Date: 06/30/2023

  We have attached the sheet where the customer signed off on the work to be done, including the alignment (see the last page).  This is signed before any work is performed.  An alignment (as with almost any job we perform) could never be done in 30 minutes so a 2 hour time frame given the other work performed is a reasonable time to complete.  We are sorry to hear the customer is dissatisfied but we only did what was requested and approved and completed the work in a timely manner so we do not feel anything is owed.  Thank you for your time on this matter. 

  Customer Answer

  Date: 08/02/2023

  The paperwork was not signed until after the work was completed and we were forced sign it to get the car back to us and had to pay the bill before our keys were given back to us.