ComplaintsforRobert Brogden's Olathe Kia

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 27th, 2022, I completed an online order for a 2023 Hybrid Sportage, was told it’d be ready in about 3 months, and sold a 2022 Sorento to have in the meantime. I was told when the Hybrid is ready, the dealer would buy back the Sorento at the same price (stated in the 3rd What We Owe contract). I was assured several times by the sale agent that there is no time or mileage limit. After several weeks, I emailed the dealership and asked if the buy-back would be valid after the 90 days and the dealer confirmed it. I visited the dealership in-person on 10/04/2022. I was told again that it will come in a few months, and I can buy a regular (gas powered) Sportage if I like, which I did. I visited the dealership in-person on 02/23/2023. A manager informed me that the initial information about the mileage limit is INCOREECT and I need to buy another vehicle soon and wait until the Hybrid model comes in. He assured me the Hybrid WILL come within the next 3 months. We put terms in the 3rd What We Owe contract that I will not have to trade-in any more vehicles until the Hybrid comes in and there would be no change on the value of buy-back regardless of time or mileage. I visited the dealership again in June 2023. I was referred to the general manager and was informed not only he will not honor the Hybrid model, but also the buy-back price will not be honored as well. I was given an estimated $9000 below the buy-back price that was EXPLICITLY stated in our 3rd What We Owe contract. I escalated the issue to another manager and was given a new contract (4th What We Owe) that required me to do a trade-in before 90 days or 9,000 miles whichever comes first until my Hybrid comes in. It also bought back the vehicle about $4000 less (but I was given the term that moving forward, I would also buy at MSRP with no mark-up). Per our contract, I visited the dealership 10/13/2023 and was told that the dealer would do another trade-in but outright refuses to honor the contract anymore.

  Business response

  02/26/2024

  I have attached the documents of the last "we owe" that we did with Mr. ***** ******** as well as the sales contract, and both the invoice on his trade and his final purchase for full transparency. 

  We honored our side of the deal and went above and beyond for Mr. ********. He was adamant about getting a Kia Sportage Hybrid. He was in formed numerous times that the vehicle he wants in particular is on National Back order from the manufacturer, which means that they are not going to build one for us, despite our repeated attempts to get it. To put it into context, we were allocated over 2,000 new Kia's in 2022 and 2023 each year, and of those over 4,000 new Kia's we have received 0 Kia Sportage Hybrids, which we made explicitly clear to Mr. ********. 

  When we made the final deal, we made it explicitly clear to Mr. ********, the situation, and we even went so far as to pay over MSRP to purchase a Sportage Hybrid for for Mr. ******** from a dealership in Florida, shipped it to our location and offered to sell it to Mr. ******** at MSRP resulting in a loss for of profit for our company in an effort to make him happy. Mr. ******** decided against getting it because he did not want the color white. 

  At that time we agreed with Mr. ******** that we will no longer try to get the Sportage Hybrid, but we will give him full MSRP for his trade, despite it having 7,138 miles on it as well as give him the admin fee we charge back as a credit in the form of increased trade value for a new Sportage that he wanted. We sold him that new Sportage at no mark up and the final we owe stated that there was "nothing additional promised written or verbal" as per agreement made with Mr. ********. Proof of the we owe, contracts and Invoice's from the Manufacturer are included in this email for proof that we were fully transparent with Mr. ********. 

  This complaint comes as a surprise, because we made it very clear to Mr. ******** the difficulty involved in getting his desired vehicle and we were in COMPLETE agreement at the end of our car deal in October 13th 2023. I offer our sincerest apologies to Mr. ********, but as discussed and agreed upon between us at the last visit, there is nothing that we are able to do to get him the Sportage Hybrid, and he is more than welcomed to go to any other Kia dealership that has one to broker a deal, but as he told us himself, when he does do that the prices that they sell for is usually $6,000+ over MSRP, which he is well aware of. Which is why it was so surprising that he did not purchase the Sportage Hybrid that we purchased and shipped from Florida for him, with us taking the loss and Mr. ******** benefitting by getting the vehicle that he wants at no mark up, but he refused it. I sincerely hope he gets his desired vehicle, but I feel extremely confident that we went above and beyond for this customer in particular. 

  Customer response

  03/09/2024

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

  As I statwed before, contrary to the business's claim that "Mr. ******** was indeed informed repeatedly of the status of the Sportage Hybrid's being on National Back Order from Kia", I was given the assurance that I will get my hybrid within the next 3-4 month EVERY SINGLE TIME I visited the dealership and did a trade-in. Furthermore, stating that the business has gone above and beyond by "We have gone above and beyond, we went so far as to buy him a Sportage Hybrid for over MSRP, shipped it from Florida and he refused it" can't be more untrue. The business, without my knowledge, or agreement, has purchased a car that is of a DIFFERENT TRIM and A DIFFERENT COLOR than initially promised and simply has made me aware AFTER the vehicle has arrived at their parking lot. Of course I'll reject that.

  Lastly, a clarification about the sales tax. What I originally mentioned was the fact that I have paid "some" extra amount due to sales taxes (which is of course calculated by the difference in value). I did not mean it's a substantial proportion of my negative equity, but simply that it has contributed to it (it is about $1000). What I meant was that a series of factors - all rooted in the fact that the business has repeatedly overpromised a car it could not get - have led to the accumulation of substantial negative equity. For clarification, these factors include: the very fact I had to go to another dealership and sell the car at a depreciated value (which is substantial), accumulated extra dollars on payoff each time, accumulated sale tax due to price difference on some trade-ins.

  I will be pursuing this matter via other channels.

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

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They fraudulently charged me without my knowledge for parts and service that I did not receive.

  Business response

  06/22/2023

  On June 15th ***** came in and ordered a new key for her Kia because she had lost her keys. We charged her upfront to order the key because it has to be cut for her specific vehicle and will not work on any other car. I was ready and she was notified on June 15th the key was ready. On the following Monday she called and informed us she had found her keys and no longer needed the new one we had got that only fits her car. For goodwill purposes only we are going to send her a refund of $262.24 and we'll dispose of that key and fob. She should contact **** ***** ** ************. We will credit back her Visa card but will need her to bring it in so we can do that.

   

  **** ****

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2020 Kia Telluride got a crack in the windshield while parked. On September 26, 2022 - I had a regularly scheduled oil change at Robert Brogden Olathe Kia dealership. While there, I asked them if they had already hit their quota on the good will windshield replacements in the 2020 Telluride windshields. They acted as though I was crazy. Rude & disrespectful. The manager (*****) told me she had no knowledge of such a good will gesture and would not replace my windshield for this crack. I briefly left the dealership to obtain the official Kia letter, returned, and presented the letter to her. She was shocked. She then told me she would see what she could do. I left and waited on my vehicle to complete the oil change. Once the oil change was complete, I received a phone call stating that my car was ready for pick up, that a windshield had been ordered for me and they'd call me when it was in to schedule an appointment to replace it at no cost to me. Over a month went by. My husband called to check the status of the windshield and he was told no windshield was ordered. The manager (*****) said she'd call us back the next day once she got approval on the windshield because it was never actually obtained. She never called. A couple days later, my husband called again and he was again promised a returned call that afternoon with more information. She never called. Several days later, my husband called AGAIN and she said they will not replace the windshield. I called minutes later and ***** was "unavailable for the day". I spoke with a receptionist and told her ***** has been dodging our calls and the customer service has been TERRIBLE. She transferred me to *****. ***** tells me there is nothing she can do & that the service technician that put me in this position has been let go. I was promised a windshield. Its been two months. Now they say they will not replace it even though this weak windshield issue is public knowledge & I received the Kia letter stating such.

  Business response

  12/13/2022

  Our service manager ***** who by the way is not with the company anymore by the way assumed Kia would cover the windshield under their bulletin ** ****** attached. Hew windshield had a chip in it that had not spread into an actual long crack. Kias policy is to replace the ones that had actual crack in them and to repair a chip. ***** misquoted than obviously didn't own up to her mistake. We have been in contact with the customer and are going to replace her windshield. After I received this complaint I decided to take care of the windshield at no charge to the customer. Ironically after discussing this matter with the local Kia District Service Manager Kia decided to goodwill it themselves.

  Respectfully,

  **** ****

  General Manager

• Initial Complaint

  11/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am attaching my complaint via image. I feel it at least fair to return to me the value of my trade in vechicle seeing that I am out of the trade and the 10 months of paying on a car I no longer have.

  Business response

  12/19/2022

  During a phone conversation on 12/15/2022 the following was relayed to the BBB.

  Consumer brought the car in question into the dealership, the consumer was offered another vehicle due to the manufacturer defect. The consumer took the second vehicle and drove it. Consumer brought it back stating they didn't like it. Consumer was refunded all money spent on the vehicle and went to another dealership to purchase a new vehicle.
  

  Customer response

  12/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:I should have been given another vehicle in exchange for the one that wasn't any good. But instead the sales manager told the sales lady to just to sell me another vehicle. There was no recall. One of the service guy came out and said they has been having issues with some of the 2022 Sorento Suv. I feel like i was fully taken advantage of. The finance guy even sold me an expensive warranty on top of the 10 year factory warranty that came with the vehicle. 
  Regards,
  ****** *****

  Business response

  12/28/2022

  To whom it may concern,

  The ******* original Sorento was experiencing issues with the vehicle, as we handle the service aspect of recently sold KIA's.  The dealership did the routine inspection on a new vehicle.  There were no other mechanical issueson the vehicle, service could not duplicate the issue.  The issues on the original Sorento while unfortunate, but would have been covered under warranty.

  For customer good will the dealership traded the ******* out of their Sorento and into another more expensive Sprrento after 9 months.  Afterwards, the ******* requested that they give that Sorrento back. When the ******* brought the car back the dealership paid off the loan minus the taxes the customer paid to **** ** *******.  The dealership was then provided with the registration and the ******* were under no further obligation.  The service contracts have been cancelled and refunded and all the loans paid off. 

  Respectfully,

  **** ****

  Olathe Kia

  General Manager

• Initial Complaint

  07/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought 2021 kia soul from Brogdens Olathe Kia in Olathe KS. They said 2 years free maintenance (oil changes and such) charged me for that package and said it was good at any Kia dealership. Not true, I brought to another kia dealership and they said the first oil change has to be done at the dealership I bought it from. So I wasted my time and money at that dealership (cancelled that appointment after I got there) and I got my first oil change done at the dealership I bought it at and the service department said they couldn't find it on record that I should be getting free oil changes. They didn't charge me for that one because I said no I'm supposed to be getting the free one. I had tried to contact the Kia dealership by phone many times to see what the problem was and finally gave up because their employee turnover is every couple weeks it seems and everyone blames the person that was just let go. The last person I spoke with said that kia changed it's service contract company so they couldn't see mine. I haven't had the time to stop in at the dealership for awhile to settle this matter because they should owe me back in what they charged for the service contract that they made me get but won't honor. I've been paying out of pocket since for oil changes at other oil change businesses. I will be stopping in soon to see what they can do about the worthless service contract they sold me. My account with them is under my old phone number ************

  Business response

  08/26/2022

  Due to miscomunnication we are going to err on the consumers side and issue a refund. We have been in contact with ******* and are reimbursing her for the oil changes that have been done total of (3) with one (1) more free oil change. We are waiting for ******* to send us the invoices for reimbursment. 

   

  Respectfully,

   

  **** **** 

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first of April I towed my car into this Kia dealership and told service there was something draining the battery of my car, and this needed to be dealt with fast before it hurt the car. They did not look at the car for another two weeks before finding out what was wrong with the car. We were told one of their workers had misplaced our case... It then took a whole week for them to put the part in and find out that they had drained the battery. They tried to charge me the whole price of the battery but offered a discount since they were at fault. Then they said I needed a whole new fuse box to turn my car on. I took my car to another mechanic who told me there were fuses missing from my box and the battery they gave me was bad. I have proof they took fuses out of my car and tried to scam me.

  Business response

  07/19/2022

  After reviewing with my employees , one Master Certified Technician by KIA and the other Kia Certified Technician our diagnosis found the wiring harness was rodent  damaged.They both went over and showed the customer and her father the damage and we gave them an estimate to repair their 2015 Rio correctly. ***** ****** was the advisor and he had to wait on your decision throughout the time as to what you wanted to do. You decided to take the car out to where we don't know, But if the battery is bad  Kia Of America warrants the Battery for 36 months Part and Labor at any  KIA Dealer in the United States.

   

  With all due respect,

  **** ****

  General Manager

• Initial Complaint

  01/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A 2008 nissan sentra was advertised on their site at $999. When I called on it the price went to $5000.

  Business response

  01/20/2022

  There was a pricing error on some of our used wholesale cars that normally go to auction. There is a disclaimer for 3rd party pricing errors.

  We apologize for this because obviously it was accidently priced way under market value. 

  Customer response

  01/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: that is not the explanation I got. I was told that they put $999 up there just so there is a price on the website until they decide what they are going to sell it for. To me it seems like the classic bait and switch. Most other dealerships will put “contact for price” on their sites. I feel I now know the work ethics of this particular dealership, and it is a sad day when a consumer cannot trust a dealership. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On July 27th, 2021, my wife and I went in to look at a new Kia Telluride at this dealership and purchased it for $45015 (cash price of the vehicle) with accessories, doc fee, and a sales tax of about $2695, $699, and $4331 respectively. We have made a downpayment of $15000 and requested finance for the remaining amount, which is approximately $37743. After about 20 days, I received a notification from credit karma saying a new loan account has been opened with a loan balance of $47514. This is about $9700 more than what I signed on 07/27. The dealership bumped up the cash price of the vehicle by $3690 and added additional warranty services for $5500 without my consent to the official purchase agreement and sent this to the bank. I reached out to the finance manager (FM) immediately and the FM said it was a mistake on their side and gave me a new purchase agreement with the correct numbers. The FM said they would immediately send the correct purchase agreement to the bank but they never did. I reached out to the bank after 10 days and the bank said they never received any updated purchase agreement from the dealership. I requested updates on this issue but nobody replied in time or took our phone calls especially the FM. After multiple visits to the dealership, the general manager (GM) offered to help and submitted a cancellation for warranty services on Oct 5th. The GM was helpful at that moment, however, he didn't respond either when I sent him follow-up emails/texts after 10 days asking for updates and whether they have received the refund from the warranty company. I contacted the warranty company and they informed me that they did not receive any cancellation documents from the dealership to date. This dealership cares only about selling the car, would act friendly until you sign the initial paperwork but once that is done they submit inflated finance numbers to the banks to take profits. This is preposterous and needs to stop. AVOID THIS DEALERSHIP.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  - Purchased new vehicle in late July from Robert Brogden Kia. During the sales process, I was mislead into believing that I had a choice on the purchase of the Brogden Contract ($2500) and believed it was mandatory. - During the sales process, was told that they forgot to put the Service Warranty on the agreement and they still had to do this before we could finalize. I believed this was the ($2500), but it turns out it was another Service Contract to the amount of $4500. Totaling $7,000. I requested that these be cancelled and these contracts were finally cancelled with Alpha the provider on 8/19. It is now October 7th, and the $7,000 still has not been paid on the remaining lien which I am told is the responsibility of the dealership. I had been told on Monday 9/27 by *****, the Sales Manager, that it had been paid to Bank of America. I checked today with B of A and they have not received payment. ****** ******* won't respond to my emails or phone call messages.

  Business response

  10/13/2021

  Hi Mr. ******** 

  I want to start by apologizing on behalf of the dealership for the inconvenience caused during your purchase. I have looked over all documentation in regards to these issues. Attached is the confirmation of the warranty cancellations as well as copy of the check to Bank of America. You will see a receipt from UPS that they have received it. Bank of America has yet to accept the refund. Please let me know what else I can do. 

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

  Customer response

  10/13/2021

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because: I noticed on the proof of delivery that it was sent to Wilmington, OH.  I checked with Bank of America and their address is ** *** ****** ********** ** as in Delaware, not Ohio.  Zip Code is **********.   So maybe this is why Bank of America hasn't received yet?  Also, this would be the second time it was sent to the wrong address, as they sent it to US Bank the first time.  
  
  ******** ******* *******

  Customer response

  10/18/2021

  Consumer called and said the money showed up in his bank account and the issue is resolved. 

• Initial Complaint

  09/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid $3000 cash and put in an application for a 2015 Kia Soul on 9/8/21. I provided insurance proof, signed the contract and drove off the lot on 9/9/21. On 9/21, I was informed that the vehicle that I had been driving was not the one on the contract. The original signed contract was for a 2015 Kia Soul WG total sale price 18,991.16 The vehicle I am driving is the one I wanted with a total price of 14,686.28. I signed the correct contract for this car on 9/21/21. I have been harassed and intimidated since that date asking for check stubs, utility bills (things that I have already provided). I'm now being told that the bank may not approve me and I'll have to return the vehicle. My credit score on 9/8/21 was around 560. Now they've ran my credit approximately 5 times with different lenders and my credit report from a denying lender of theirs is at 496. ****** ******* has hit it twice, ****** once, *** ***** ******* once and a consumer portfolio once. These were all hard hits

  Business response

  10/13/2021

  In regards to Ms. ******** purchase, during this transaction she was told that in order to get approved for a vehicle she would need certain stipulations before the transaction would be funded due to her credit score. Ex: Proof of Income, Proof of Residence, References, etc. All of which are mandatory for each customer that requires a conditioned approval based on the credit tier. This is explained upfront before purchase and it is our responsibility to get these stipulations for funding. Ms. ****** was well aware of these items needed as she brought them with her, but the bank did not approve what she had. Reason being; her income needed verified and we've been in the process of doing so. This issue will be resolved by weeks end.

   

  Thank you,

   

  **** ****

  Customer response

  10/15/2021

  I am rejecting their response because I haven't recieved any kind of resolution from olathe Kia. I would like in writing that they are following through with the contract that they presented and that I signed. I signed two separate contracts because of their first mistake they made. They took my $3,000 as a down payment before any approvals from a bank was made. I went in the evening of September 8th and was reassured numberous times I would be approved then went back in September 9th signed the first contract and pulled off the lot with a Blue, 2015 Kia soul.

  Business response

  11/08/2021

  We have now resolved the issue. We got the documents need to get the deal funded. 

  Customer response

  11/13/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******** ******

*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. ↩