Complaints

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

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  Suntrup Kia South

  6263 S Lindbergh Blvd Saint Louis, MO 63123-7801

  
• 

  Suntrup Kia South

  3705 Lemay Ferry Rd Saint Louis, MO 63125-4507

  

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:06/02/2025

  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 brought my vehicle to *** Suntrup for a warranty oil leak. While in your possession, the car received damage after an employee drove it into a dirt mound. I was not informed of the damage at the time. Instead, an employee apologized for the delay on the return of my car. He stated there was still some dirt on it that needed to be cleaned off so he ran it through the carwash while I waited outside. I thought this was odd because I knew there was no dirt on it when I brought it in. I drove the car home, and in my garage, noticed dirt all on the front end and that my bumper was broken and separated from the drivers side fender, and part of the grill was broken. That same day of the damage, I left a message with the service representative I had been working with. She stated that Suntrup is responsible and arranged for me to drop my car off on Tuesday, April 22nd 2025, and that a loaner would be issued. The next day I received multiple unauthorized driving alerts from the *** *** linked to my vehicle during the time it was at the dealership. On Wednesday, April 23rd 2025, my car went on three trips: these three separate driving trips each triggered email alerts to me that my car was being driven at speeds in excess of 85 mph in a ******************************************************************************************* a runner vehicle.Your teams actionsincluding the vehicle damage, the attempt to cover up the damage, and the unauthorized, reckless use of my carall represent a violation of your duty of care. I was offered a tank of gas for my troubles. My car lost value due to the accident, I spent money for a car that sat at a body shop for a month, and I lost a month of a bumper to bumper warranty, as well as increased mileage on my car due to unauthorized, illegal use.

  

  Business Response

  Date: 06/02/2025

  This was a a bad customer experience. We apologized profusely.  we took the customers vehicle to a body shop. We provided transportation while the customers vehicle was being repaired. We also terminated the employee that he informed was speeding in his vehicle. This was an accident. We have checked our video's we can not see when or how it happened, or whom may have been involved. We felt we were resolving the situation to the best of our ability. The customer then came to meet with the service manager and myself.(the service Director). Again we apologized. The customer at that time said it was not enough. He was asked several times what he thought was warranted . His answer was to purchase his vehicle for what he paid for it and he would be on his way.  We did decline that. He got upset that I did not agree with pain and suffering so he left. The next day the service manager called and offered $1000. He declined. He then Picketed out front of the dealership and sent a registered letter to the owner. He was again contacted and offered the $1000. He again declined . He said he was going to " Let the courts handle it".

  We are sorry that this unpresented situation happened, We also feel we were fair in proposed  resolution, Once he mentioned obtaining legal assistance we can no longer be involved in any further discussion. 

  Thank you for your time

  ******* ************ Director

  Customer Answer

  Date: 06/03/2025

  Complaint: 23407546
  
  I have reviewed the business' response and am rejecting it because:

  Well, ****** does speak several half truths here. He continually states that this was an accident. It was an accident that an employee then tried to wash off by running my car through a carshwash. I don't believe someone purposefully ran my car into to a dirt hill hard enough to pop off clips underneath and break my bumper. I think they purposefully tried to hide it. This incident happened maybe 50 feet from the buiilding with million of dollars worth of cars on the lot....and they didn't see anything on camera? Well, did the cameras see your employee hop in my car and drive it all over ************** without permission?

  ****** keeps saying he fired the guy that sped in my car. The fact that he keeps going back to this shows he doesn't have answers on why the employee washed my car for me or how that employee knew it had dirt on the front of it? Or, why did two customers' cars get driven to a bodyshop and how did they "accidently" dropped off the wrong car?! They took two customer cars across town insert of using a dealer vehicle. ****** never had a single answer for this.

  ******** greatest half truth is about offering $1,000. In my meeting with him, which is all recorded, he states they are fixing my car and firing a guy. When I told him that wasn't good enough, he told me I better hire a lawyer. This was within four minutes of meeting him. He literally told me to get a lawyer before I even said I wanted any specific amount for the damage done. Several minutes later, he then included a free tank of gas. Only after these insulting comments did I say I would file a claim with the BBB. Then, and only then, did he ask what I wanted. I did say I wanted then to buy my car for what I just spent on it. Since they wrecked it, covered it up, and then took it in unauthorized driving trips doing 90mph, it seemed fair. They declined, so i told him to his face that I will make a poster and picket out front of his store, call the BBB, and the Attorney General. Never in my 45 years have I been treated this way by any business. It is truly surreal.

   

  No one called me the next day and offered anything. That is another half truth. No one from Suntrup called me one time during any of the time they had my vehicle. I always had to reach out. I called and spoke to **** after my meeting to ask if both cars that were taken to the body shop were customer cars. I was told yes and then was offered $1,000. I did decline because that offer isn't fair for the amount of money I am out or the depreciation of my vehicle.   

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 06/06/2025

  We have don3e all we are going to do . We are sorry he feels it is not enough . He has told us he is getting a lawyer . We have nothing further to say.

  Customer Answer

  Date: 06/06/2025

  Complaint: 23407546
  
  I have reviewed the business' response and am rejecting it because:

  Yet again, here is another half-truth.  In the latest response, ****** states, "he (referring to me) told us he is getting a lawyer".  That never happened!  Why do you keep lying? I met you once and have the conversation recorded.  Instead of making up things about me, why don't you answer one of the questions I just made in my last response?  Why were people driving my car all over town without my permission?  Do Suntrup employees knowingly drive customer cars around as runner vehicles instead of using dealer vehicles?
  
  
  Or, how about this new question: after me bringing it to your attention that someone at Suntrup *** wrecked my car (which you admit), and someone washed the dirt off (which an employee told me), why has no one at Suntrup said a word to me about asking any employee what happened? When I spoke with ******* on the phone, she knew the name of the man who moved my car and ran it through the carwash.  Did anyone at Suntrp ask him if he wrecked it?  All I keep hearing from ****** is that it wasn't caught on camera. 
  
  
  For Suntrup to state that this situation is "unprecedented", but then continue to act this way is mind-boggling!  ****** never responded to a single email that I sent him.  After all that went down on this "unprecedented" situation, and we met face to face, he offered me a tank of gas.  A tank of gas, even though I am out hundreds of dollars? Eventually I felt like I was so taken advantage of that I messaged the owner. 
  
  
  He is switching the narrative now and acting like Suntrup proposed a solution. They didn't.  I left his office and was told I am getting my car fixed and I was getting a free tank of gas. It wasn't until I escalated the situation that they changed their tune and are acting like they made me this grand offer and I refused it.  If this is truly unprecendented, and they realize the scope of what they did to a car that I owned for two weeks, then they would not have treated me this way. 
  
  
  Here are the six things they did to my car:  
  -wrecked it
  -washed off dirt after the wreck, and I found damage at home
  -took it on three separate driving trips of 85+ mph (that's as high as the app notification goes, so it could have been much higher)
  -two of those trips were unauthorized by me as they were using my personal vehicle as a runner vehicle for their dealership.
  -it took a month to fix my car and to this day I have not been given any paperwork from them on what repairs were done or the total amount for the damage.

  After being horribly disrespected, and ignored, I sent a letter to the owner of Suntrup pointing out my frustrations.  I am attaching the letter to the BBB on this so they are aware. 

   

  Sincerely,
  
  **** *****

  Customer Answer

  Date: 06/06/2025

  I appreciate anyone's response here, and I am sorry for bothering you.  I am not sure what happens next?  I am attaching the letter that I sent to the owner of Suntrup Kia.  ************* director is making it clear that they are done but his responses are lies.  I updated my response, but if he keeps saying they are done talking about it, does it eventually stop.  Can he just keep saying they tried to make it right and then that closes it?

  I am not sure it's even worth your time, nor does it even fall in your purview, but the letter I sent explains everything. I also have audio of all conversations with them and pictures/video of the damage they did.

  thanks for your time,

  mat

• Initial Complaint

  Date:03/16/2025

  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 bought a certified used vehicle from Kia *********************** It was stolen on Black Friday not too long after buying it. I was told I did not have full coverage on this new vehicle. They didn't backdated and I back paid to have my vehicle covered. I was denied a rental car. My vehicle set for a month. When I return to my vehicle it was still destroyed on the interior and I had to clean it out myself and there was very noticeable mechanical issues going on with the transmission. Multiple attempts failed to have it inspected and diagnosed. Upon attempting to trade in the vehicle I was notified it had been in multiple previous accidents throughout ***************** and had been owned by a leasing company. None of this was disclosed to me at the time of purchased. Now I have an unusable vehicle that's undervalued because it has been in multiple accidents before my purchase and has a record of them that was not presented to myself. I was told it was a single owner no accident vehicle. The extended warranties that I purchased were no assistance in the matter, apparently.

  

  Business Response

  Date: 04/02/2025

  First of all we are very sorry for what Mr. *** has been through.

  We were  so confused by the date of his concern he purchased in 2021 four years ago.

  I called Mr. *** myself to find out exactly what the issue was. He purchased in 2021 less than 6 months later his vehicle was stolen.

  The insurance company offered to total it. He himself chose to try to repair it. Apparently according to the customer's explanation it is still not repaired.

  That being said once the vehicle was stolen it became and Insurance issue not warranty. He also mentioned that through all the process someone told him that the vehicle had been in undisclosed accidents prior to the sale. We had no record of that, once it was stolen and vandalized it has become an insurance  claim now.

  We are not liable for his troubles. If he would like to talk to a salesman I could set him up with someone, but unfortunately this issue is not something we can resolve for this customer.

  ******* *********************************************** Director

   

   

  

  Business Response

  Date: 04/10/2025

  Added information:

  Dear *** ***,
  
  
  We're sorry to hear about the difficulties you're experiencing with your vehicle.
  
  
  When you purchased your certified pre-owned *** from **, we used AutoCheck to assess its history. At that time, ********* reported moderate damage prior to your purchase, which is information we make available on our website. Please note that moderate damage on an AutoCheck report does not result in a salvage title, nor does it prevent us from certifying a vehicle for sale.
  
  
  Our technicians performed a thorough certification inspection and determined that the vehicle was in above-average condition. As part of the certification process, we replaced all filters, wipers, and brake pads to ensure its quality. In addition to the *** certified warranty, you also have an extended service contract to cover potential repairs. If you are currently experiencing transmission issues and are still within the 100,000-mile limit, we would be happy to assist you in getting the repair covered.
  
  
  We apologize if the interior wasn't properly cleaned after the theft. Additionally, please understand that we have no control over insurance matters, including decisions regarding totaling a vehicle or covering repairs. These transactions are handled directly between you and your insurance company.
  
  
  According to the Carfax report, the vehicle was well-maintained by the leasing company prior to our acquisition. It appears that there have been three incidents involving the vehicle since your purchase, which are unrelated to our dealership. At the time of sale, the vehicle had a clean title. If your insurance company has since issued a salvage title, this would have been communicated during your insurance settlement.
  
  
  We would be happy to evaluate your vehicle for a trade-in, assuming the title is currently clean. We understand that you've experienced a series of unfortunate events, but we believe we sold you a quality vehicle at the time of purchase.
  
  
  Sincerely,
  ***** Paton 
  Suntrup Automotive 
  Sales Director

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a used 2018 ****** rav4 on 2/15/25 from Suntrup Kia South dealership. We paid in full with personal checks on the same day, no financing. We were told that the title would be mailed to us, and were given a temporary license plate that was set to expire on 3/16/25. We waited about 3 weeks and noticed that our checks were never cashed, and we were also not sent the title so we reached out to our salesperson who said they would check and update us and did not. We called the dealership and left multiple voicemails with no responses. We waited another day and called again, finally reached the salesperson who was able to get an answer from the finance manager. We were told that they misplaced our checks, but found them and would get the process going and mail us the title. Another 3 days has passed and our plates are now going to expire in less than 5 days, we still have no title and our checks are not cashed. We called the finance manager again and have not heard from them since.

  

  Business Response

  Date: 03/12/2025

  Dear Mr. *********************** accept our sincerest apologies for the miscommunication and any inconvenience you have experienced.

  I have confirmed that your check has been cashed, and our business manager is en route to your location today with the title and any necessary paperwork.
  
  
  Please do not hesitate to contact me if you encounter any further issues. We value your business and appreciate your understanding.
  
  
  Sincerely,
  ***** *****

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:02/04/2025

  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 vehicle on January 24 from Suntrup Kia South County location. A day later, I drove the car to work, overheard grinding while pressing down on the gas as well as the sunroof was not properly functioning. I then took the car back up to the location to discuss with them the concerns of the car. I was informed by the employer, Laz *****, that I needed to take the vehicle to the ************* location for them to fix it instead. While we know that was not the correct protocol of things especially when I just purchased the car from Suntrupt dealership. However, I took the car to the ******** dealership and paid $265.00 for a diagnosis on the car. I was informed with a detailed receipt that the car was found to have metal shavings in the engine and to repair it would cost $22,000. The car's retail price is listed at ******. I took the detailed description back up to Suntrup and informed them that I would like to return the car and be removed from the loan of the car, I also informed them that I did not appreciate them not doing a diagnosis on the car prior to selling me a lemon. I was told by employee, *** *****, the manager, that they do in-fact do inspections on the cars, but some things get overlooked. He then informed me to take the car home so that I could have a ride to work in the am and he would call me first thing in the am. His words were "I will call you, you don't have to call me." This call never happened. I proceeded to take the car back to the dealership after not hearing from him for two days, arrive at the dealership, to speak with employer, Laz *****, just to tell me I could not leave the car, but could leave my paperwork because there is not a "Finance person" here at the office to assist. I informed him I wanted corporate number and I was not leaving my documentation with them. They informed me they did not have a business card for the finance person or corporate number to give me as I requested.

  

  Business Response

  Date: 02/10/2025

   Mr. **********, We are very sorry for the experience with the preowned vehicle.

  We have taken back the vehicle and rescinded the contract per your request for the resolution.

  Sincerely,

  *** *****

  Kia Sales manager

   

• Initial Complaint

  Date:01/22/2025

  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.

  The incident occurred on 01/14/2025. I had left my vehicle on their lot to get my rear brakes replaced. When I picked my car up, I drove for about two minutes before my entire windshield split from a crack at the bottom.I did not have a cracked windshield when I dropped it off.I immediately called and sent pictures, within five minutes of having left. The crack split farther and I sent follow up pictures a second time. The following morning a service manager called me back and said that I would need to come in to have it inspected for signs that I caused the damage. They said they were going to watch parking lot videos to see if I hit something. I escalated to another supervisor and they told me that it must have been chipped when I brought it to them, and the weather had caused the crack to deepen. They explained that they never drove my car. I was told that if they had caused it they would send someone out to replace my windshield.I took it in for inspection. I spoke to the service manager who insisted I had caused the damage. I explained that I left them the car with an unbroken windshield. He admitted that they had watched the footage and could not see any damage. I asked if they inspected my windshield while they worked on it and he said no. He told me that he would speak to his supervisor again, and tell him that they had driven it (they had to have, just to get it in the shop, as I had left it all the way across the lot.) I was told that he would contact me regarding it.That was the following day of the 15th. I have not heard from the service manager again. I have reached out both by text and by voicemail, leaving another voice mail yesterday. I want my windshield returned to the state that I dropped it off to them in.

  

  Business Response

  Date: 01/28/2025

  Gen ******,

  First of all, I want to apologize. We did not call you back after telling you we would escalate the complaint to the service director. This was my personal failure.

  He agreed with the initial response.

  There was an impact chip that was most likely spidered due to the defroster on the extreme cold .

  The prior repair order from one month (400 miles) earlier does state that you had an incident with a boulder. It  is possible it could have started there. 

  We did not investigate at that time because we do not have a body shop. Just a thought. You are a new customer and we do value out customers.

  If you would like we could get he new windshield and only charge you our cost est $380 plus tax.

  Please call if you are interested in that offer. We did nothing here to cause the windshield to crack.

  **** *******

  Service Manager

   

   

• Initial Complaint

  Date:01/17/2025

  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 drive a 2014 Kia ******** and there was a recall on the motor. I paid out of pocket to tow my vehicle to the shop. I was supposed to have my rental paid for and the office was very rude to me and tried to charge me $400 here and $700 there for something that was supposed to be covered. My car has been in the shop for 5-6 weeks. I got my car back and it had a cracked windshield and within 24 hours broke down. My vehicle had no issues prior to bringing it to Suntrup and when I spoke to ***** ******* was extremely rude to me and insulted my intelligence. I asked for the video footage of my vehicle being worked on and they have no footage/evidence of making repairs on my vehicle.

  

  Business Response

  Date: 01/17/2025

  I am very surprised by this complaint.

  We have never seen this vehicle before this visit. The vehicle has over 150 thousand miles on it.

  We replaced the engine per the *** manufactured extended coverage warranty at  no charge to the customer.

  We informed the customer that the vehicle could not be test driven due to the compressor work that needed to be done(out of any warranty coverage) for fear it would damage the engine.

  The customer declined the needed repair.

  We noted on her repair order that the vehicle should not be driven but she chose to drive it anyway. the belt came off as described we paid for the tow back into the dealership.

  We put her in vehicle at our expense till she could  figure out how to pay for repair or to tow it back out.

  She not only accused that we might have cause the compressor issue but she has since gotten into an accident in our loaner.

  The customer was supposed to call this morning to let us know how to proceed. I left a message but instead of a call back I received this complaint .

  We have decided it best for the customer to just return our loaner and remove her vehicle from our service department. We will not be doing any further work on her vehicle.

  I am sorry it worked out this way . I tried to show empathy on her situation. But we are not at fault for her current circumstance.

  ******* ************ Director

   

   

• Initial Complaint

  Date:12/10/2024

  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.

  I had a lifetime powertrain warranty with them and I took my vehicle to *** to get some things done. I told them that I have felt a little vibration and they let me know that I needed a motor mount so I contacted to warranty company and they told me it was covered under my warranty. So then they asked for maintenance paperwork to see if I was keeping up on my maintenance which I was . They then noticed that my dealership messed up on my mileage on my oil change paperwork. In March its said I had 6900 miles but in May it said 6600 so now the warranty people saying they cant fix it because of the error. The dealership told me they would handle it but then turned around and said its not covered and my warranty is now expired all because of their mess up. The dealership told me that I can go to any *** to get maintenance done but now they are saying I was suppose to came to them for maintenance in order to have the warranty.. I also asked the warranty company for a email stating that the engine mount was covered under my warranty and why they are not going to proceed with my claim due to the mileage mix up and they told me I would have to take that up with the dealership. I never received any of my paperwork for the powertrain warranty when I purchased my vehicle.

  

  Business Response

  Date: 12/10/2024

  This is currently an Attorney General complaint. The following is the same response we responded with. I would like to repeat.... We are sorry for her current issues with her vehicle.

   

  We are very sorry for what this customer is experiencing.
  The warranty that the customer is referring to is a free of charge power train warranty . This is a loyalty warranty. It has very specific intervals to be followed on service being performed at our dealership .We are sorry if that was misunderstood. The warranty is no longer valid  due to the services not being performed at the dealership. The mileage was simply a human error mistake and did not contribute to the reason the repair was not covered. Since the vehicle is not currently being serviced at our dealership there is no assistance we can offer. If any copies of paperwork are needed please advise the customer to contact us and we will be happy to produce any copies we have.

  Customer Answer

  Date: 12/11/2024

  Complaint: 22665477
  
  I have reviewed the business' response and am rejecting it because:
  
  The warranty company that I spoke with told me the reason they were not going to fix my vehicle was because of the mileage mix up. Also I was told by the service manager that I could take my vehicle to any *** dealership as long as I keep up with my maintenance on the vehicle. I never received any paperwork for the powertrain warranty the day I purchased the vehicle so how would I know the specific stipulations of the warranty. If there wasnt a mileage mix up the warranty company would have fixed my vehicle. Also, when I went to the dealership to speak with someone about this issue I was told that I was going to receive a call from someone higher authority person, but never received a call.
  
  Sincerely,
  
  Ciara Blue

  

  Business Response

  Date: 12/11/2024

  Again,

  We are sorry for any mis communication.  The customer did not purchase any of the extended warranties offered at time of Purchase.

  She did purchase a Gap Policy that only coverers the difference owed it there is a total loss of the vehicle and the customer owes more than insurance will pay. It pays the difference.

  The FREE  Power train warranty that came with the vehicle is a loyalty policy . The vehicle must be serviced at one of our locations at specific intervals.(attached policy).

  Motor mounts are not something that would be covered even id the policy was valid. So the customer is getting mis information from whom ever she uses to service her vehicle.

  We have explained this to the customer and the Attorney general. We have nothing further to add.

   

   

  Customer Answer

  Date: 12/12/2024

  Complaint: 22665477
  
  I have reviewed the business' response and am rejecting it because:
    I have not received any information from anyone else but this dealership. I spoke with the warranty company on three different occasions and they informed me that the motor mount was covered under the warranty. I even added the warranty with my complaint and circled where it says that the motor mount is covered and once again I didnt receive a copy of my paperwork when I purchased my vehicle.
  
  
  Sincerely,
  
  Ciara Blue

  Customer Answer

  Date: 12/13/2024

  I was writing to inform the BBB that I purchased my vehicle on 4/11/23.

  Customer Answer

  Date: 12/13/2024

  I just noticed that they put my signature on the copy of the warranty that they sent in. I never signed it as you can see on the copy that I sent in. The financial advisor was the only one that signed it.

  Customer Answer

  Date: 12/13/2024

  I just noticed that they put my signature on the copy of the warranty that they sent in. I never signed it as you can see on the copy that I sent in. The financial advisor was the only one that signed it.

  

  Business Response

  Date: 12/16/2024

  The customer could have purchased additional coverage for the preowned vehicle and did not. We are sorry for her troubles. 

  We have no further comments on this complaint. 

   

• Initial Complaint

  Date:11/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 2024 Kia ******** on November 17, 2023. Within 8 months of my purchase, I found standing water in the driver side, back seat wheel well and the carpet was wet all the way up under the drivers seat. I tried to dry out the carpet as best as I could and contacted the dealership. I was met with deep skepticism by the service manager, *****, when I took my car in the first time. I left and within a month, the car had leaked again, not as bad as the first time, so I tried to dry it out again. On November 4th, there was a storm overnight, and I again woke up with 4-5 inches of water in the same back wheel well. I took it in immediately to have it diagnosed by the third-party vendor the dealership said I had to use. The leak was found and when I inquired how they were going to fix my carpet that had been sitting in water, they said they were just going to shampoo it and dry it out with fans. I, however, would like my carpet completely replaced. This is a brand new car, less than a year old, and it already has a musty smell in it. Shampooing it isnt going to get rid of that smell, which has permeated into the pad as well.

  

  Business Response

  Date: 11/06/2024

  We are truly sorry that this happened to your vehicle. The leak was found and repaired under warranty. The carpets have been lifted, shampooed and sanitized using a biocide anti-fungal treatment on the carpet and padding. All approved and repaired according to *** of North America's procedures. We find no reason to replace the carpet, however the customer would have to contact *** and get an approval for any additional repairs or replacement.

  ******* Silk 

  Service Director

  
  

  Customer Answer

  Date: 11/07/2024

  Complaint: 22518299
  
  I have reviewed the business' response and am rejecting it because: I was told the carpet was ordered and would be replaced. 
  
  
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 11/08/2024

  I would like to remove this complaint. 

• Initial Complaint

  Date:10/08/2024

  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.

  My vehicle, a 2015 *** **** with 68,*** miles, has been plagued by excessive oil consumption and acceleration issues.This issue began on September 29, 2022, and has persisted to this date.On August 1, 2023, my advisor, **** *., of Suntrup Kia South County, initiated an oil consumption test. After discovering that **** *. had left, I was informed by my new Advisor, **** Stock, that I would have to start the entire oil consumption test over. Despite months of further testing and attempts to address the issue, my vehicle continued to experience the same excessive oil consumption problems and lack of *************** the car's original owner and an educator, I had hoped that *** would recognize the significant financial burden and time wasted due to their oversights in addressing my vehicle's issues.I am within ***s powertrain warranty but due to *** Suntrup South Countys delays, my catalytic converter has failed. It is now out of warranty, but wasnt when this process started. I feel that as a woman, I have also been taken advantage of throughout this entire ordeal. It is disheartening to believe that my gender may have played a role in the way my concerns were handled and the lack of timely assistance I *********** a once loyal customer, I am no longer recommending the ********************** **************** or ***. Their lack of care for customers is revolting.I am requesting a thorough investigation into this matter and a resolution that addresses the underlying cause of the oil consumption and catalytic converter failure. I would like to explore options such as repairs, replacements, or buybacks, as appropriate.

  

  Business Response

  Date: 10/10/2024

  Melinda,
  Suntrup has done everything possible to get your vehicle covered under warranty! We gave you guidelines on the oil consumption test having to return precisely at 1000 miles and you were not able to meet the requirements. We also submitted to Kia USA to get your catalytic converter covered under warranty, however Kia's district manager turned it down. We know this is a trying time for you but it is not fair and insulting to say that this only happened because you are a certain gender, This outcome would have been the same under these circumstances with any gender.

  The customer needs to take KIa USA to the BBB to get some kind of resolution as we have tried to help but the vehicle is out of warranty. 
  
  --
  Elliot Silk
  Service Director
  Suntrup Automotive Group
  (636)346-7897

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 the vehicle which was easy and everyone was super nice. BUT, after the purchase, the real problems began. Basically there were some issues with the car. It would overheat or just turn off if in idle. Took the car back to dealer for repairs within the 30 day warranty 3x! First time they said it was fixed but it continued to do the same thing. Took it back was told that they couldnt do anything unless there was a warning light on the dash! Literally didnt even try to figure it out! Brushed us off every time. Just feel taken advantage of. Not a good business move to not help your paying customers when they need it.

  

  Business Response

  Date: 08/09/2024

  *****************,

  I have tried reaching out to you to try and get your situation resolved. I only show one visit for the overheating concern to be checked out and we found we were not able to duplicate your concern. We tried for multiple hours to duplicate the concern and found the vehicle was operating as designed. I show no other repair orders for this vehicle since March 14th. If you are still exhibiting symptoms we would like to take another look at your vehicle and diagnose the condition. If there are no symptoms when the vehicle is in our possession then it is highly unlikely that a diagnosis can be completed. I will continue to reach out to you with hopes of finally connecting with you.

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

  Service manager

  Suntrup Kia

  Customer Answer

  Date: 08/16/2024

  It is being handled by Suntrup