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Complaint Details
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Initial Complaint
08/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 18, 2023 I took my 2022 Telluride in to have the air-condition fixed and oil changed. When I dropped it off, I was told this would cost $220 to run diagnostics and do the oil change. I signed the ok to do this work and left to do some errands. I DID NOT OK ANYTHING BEYOND THE $220 (that was for the diagnostic test and oil change). after 5 hours of waiting, I called to find out what was going on with my car. they proceeded to tell me that a rock had damaged my condenser, and that I now owed over $500 to which I was irate due to the fact I did not ok anything else over the $220 that they originally told me about. I immediately told them to stop all work I was coming to pick up my car. When I arrived, they then proceeded to tell me I now owed $662.75 and they did not lower my car until I had taken out my card to pay. I have never had a dealership charge more than the initial quote, unless it was after they have called me and we discuss what needed to be done after the initial agreed upon amount, in this case was $220. I should have been notified of this increase before any more work was done, and I was not notified or even told about this "procedure" or dollar increase until AFTER it was done. They have emailed me saying this was "procedure" and what they did had to be done, saying it was part of the diagnostic process. Why then was I not told about this procedure and cost increase? Why was I not told in the beginning it would cost the $662.75 rather than the $220 I was quoted? To this day I have been in contact with the Service Manager, and the General Manager. the ** has yet to reply, but the service manager has multiple times. He has attempted to explain the charges but could not explain why I was charge the extra $442 without my authorization, his reply is full of contradictions and no actual explanation as to why I was charged the extra fee without my consent or knowledge other than to say it was procedure. If they are willing to do this to me....
Business response
09/25/2023
Hello,
Thank you for your patience while we researched this claim. While the dye that was run through the ** system is part of our procedure to find the leak we do not have evidence of communicating this to the customer prior to doing the work so we will in fact refund the $442.75 as requested.
Thank you for your facilitation of this matter.
Regards,
***********************-General Manager
Customer response
10/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
02/13/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Completed a factory order for a Kia ******* with this dealership and paid a $1000 down payment. After 9 months of unprofessionalism, little communication, and several unmet dates of delivery the ******* arrived. Financing was offered at an utterly ridiculous interest rate. Very different from our initial agreed upon payments. The sales rep stated I would receive the $1000 deposit returned to me via a mailed check within the week. It has been a month and after several unanswered emails, calls, voicemails, and attempts to reach management. . . I still have not received my deposit nor any communication from Lupient **** Check should be mailed to my address listed in this complaint.Business response
03/07/2023
Hello,
This refund was delayed because the original deposit was taken via credit card from Opeyemi Akinogbe for the order. When ******************** called to cancel we tried to return the charge but the credit card was expired. We then cut a check payable to Opeyemi and mailed it on 1/26/23. That check was returned to us because of an incorrect address. We then remailed the check to the correct address on 2/24/23. The check was made ****** to Opeyemi Akinogbe because he was the one that gave us the original deposit.
Please let me know if you have any further questions.
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.