ComplaintsforKeffer Kia

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Collected my money but have failed to process and complete paperwork making my first month's payment to bank impossible to pay. This has negative effect on credit and reputation. Car delivered but does not have correct mileage according to paperwork signed and has visible damage upon delivery. No call backs from anyone at dealership.

  Business response

  01/16/2024

  We are currently working with the customer to resolve all issues. 

  Customer response

  01/16/2024

   
  I am rejecting this response because: No action has happened on behalf of the dealership. Only a plan of action has been agreed upon. Nothing has been resolved as of yet. Still no paperwork received despite dealer stating it was mailed weeks ago. Tire still needs to be replaced as well as several scratches buffed out and painted. 
  Thursday 1/18 we are scheduled to have the vehicle picked up and brought to the shop for repairs.

  Business response

  01/25/2024

  We have taken care of this with the customer.

  Customer response

  01/25/2024

   
  I am rejecting this response because: I do NOT have my car back from Keffer. Absolutely no way of knowing if this has been resolved. Thank you.
  
  

  Business response

  01/26/2024

  The vehicle has been returned to the customer. 

  Customer response

  01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was researching a vehicle to purchase and spoke with ***** on Nov 12, 2023. He was very informative and pleasant and I found that the store was closed on that day and he was still very responsive, so my hopes were high that we could work out a deal.The vehicle that I was considering is listed as a Certified Pre Owned on Kia.com as well as many other sites, including Keffer Kia for $21,000. VIN ***************** On Nov 13 I recieved a text from ******** telling me that to make it Certified would be an additional $1995. This was strange since it is advertised as CPO. After I questioned this inconsistency, I recieved a call from Sales Manager ***. He informed me that the vehicle was Keffer Kia Certified and not Kia ********** which costs an additional $1995. My response was that was strange as it was listed on ***'s own website, a copy of which is attached, as a Certified Pre Owned vehicle.It is very clear that Keffer Kia is using deceptive practices listing the vehicle on Kia.com and their own site as CPO, when it in fact is not CPO.

  Business response

  11/14/2023

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

  We are in receipt of your complaint and apologize for any misunderstandings with our advertised vehicle. Upon further review we see that *** does in fact have our vehicle listed on their website as a *** vehicle. We are looking into this and have made to necessary calls into *** to get this fixed asap. In all of our systems, as well as our website, we show the vehicle listed as a *** non certified vehicle (We offer a Keffer Certified warranty on all of our preowned vehicles). We are still unclear as to why it is showing up on ***s website as a *** vehicle but hope to have this corrected shortly. Due to this mistake we would be willing to give you the *** warranty at no additional charge. Please let me know if you would like to purchase this vehicle and I will make the necessary arrangements for the *** warranty. 
  

  Thank you

  Customer response

  11/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2016 GMC Sierra ****** from these folks on 10/20/23. I mistakenly agreed to an extended warranty and ************* and signed for them. Within hours I communicated with my sales guy that I wanted it cancelled. I expressed the same over the next week to the sales manager and the finance manager. They have refused to send me the documents I need to cancel the warranty. During the contract signing process we agreed that if a particular error regarding suspension service appeared on my display after purchasing the truck, they would fix the problem. I reported the error and was told this is an As-IS sale. The third issue is the truck has hail damage and Keffer initially agreed to repair the damage via text. The suspension issue was written into the contract. They have become extremely rude and condescending, even to the point of calling me names. I want the hail damage issue resolved by a third party near my location and the extended warranty and Gap cancelled.

  Business response

  11/09/2023

  To whom it may concern,

  We are in receipt of Mr ********* BBB complaint. Mr. ********* warranty has been cancelled per his request and will be 100% refundable. From my understanding we have requested many times for ******************* to bring his vehicle back to our store for us to look at it and try to address his concerns. It is also my understanding that he has refused to return with his vehicle making it impossible for us to determine what we can do to address his concerns. I would ask that ******************* bring his vehicle back to our location so that we can address his concerns.

  Thank you. 

  Customer response

  11/09/2023

   
  I am rejecting this response because:
  It is untrue.  I heard nothing from anyone regarding making any repairs.  

  Business response

  11/10/2023

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

   

  When would you like to bring your vehicle in for us to address the issues? Please call my service manager ******************* @ ************ to confirm an appointment time.

   

  Thank you sir,

   

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

  General Manager

  Customer response

  12/19/2023

   
  I am rejecting this response because:

   

  I filed a complaint a couple of months ago. While they responded to the complaint with offers to assist, they have done absolutely nothing to help. **** the ** just points me to ***** and *** is the only person to call and that was just to insult me with the old " I don't know what you do for a living, but..." You just can't work with people that think they are smarter than everyone else. We have in writing that on the day I went home with the truck that if the suspension error on the display returned they would fix that problem. I sent via text a picture of the error on my dash showing "Service Suspension" on Oct 29th at 7:57 pm, well within the 30 days. I even spent $180 for a scanner in order to provided troubleshooting assistance. The scanner says the running boards need to be "learned", but my tool will not do that. The other huge issue is the almost $5K in hail damage the ***** said his *************** could easily fix. I have attached screen grabs from my iPhone showing these details. I have yet to hear ***** say he is ready to fix anything. I finally went out last week to get my own hail damage estimates and sent ***************** the lower of the 2. No reply at all. I followed up with ***** this morning but he has not returned my call either and do not expect to hear from him. He has completely ignored me since 10/30. It is over 2 hours round trip for me to the dealership. I can't just show up and expect they fix it while I wait. It needs to be planned and they either need to pick it up or provide a loaner if I have to go to Mooresville. No loaner needed if they pick up the truck since I have other vehicles. Of course, that is if they agree to fix what they said they would fix. Repair

  
  

  Business response

  12/20/2023

  Although we do not make every pre owned vehicle perfect in its body condition, we are continuing to work with this customer to arrange inspection of his hail damage issue. Thank you

  Customer response

  12/24/2023

   
  Better Business Bureau:
  I spoke with a different ***********  He has agreed to pick up my truck and take it take it in for repairs.

   

  
  Thank you. 

  
  

  Customer response

  02/05/2024

   
  I am rejecting this response because:

   

  I agreed to close my previous complaint because ***** assured me he was going to take care of my issues. He picked up the truck and led me to believe he was going to take care of the running boards, hail damage, the suspension problem, and the highway paint problem. He had my truck for almost 3 weeks and only partially repaired the hail damage and replaced a brake light bulb. Of my $4500 estimate for repairs the roof damage was $2500 of that. They did nothing to repair the roof thinking I would not notice. They also refused to repair the suspension problem that we had written in our purchase contract. ***** claims I agreed to the hail damage repair instead of the suspension repair, which is totally untrue. If that was the agreement, why did you not do what you claim we agreed to. Unfortunately, I had to get an attorney involved and incur additional costs.

  
  

   

  
  

  Business response

  02/05/2024

  Attached is the proof of refund payment sent and receipt of check as well as deposit from ***** Fargo. This check cleared our account last month. 

  Customer response

  02/06/2024

   
  I am rejecting this response because:it's too late.  The refund was not posted to my account until today.  I previously contacted ***** Fargo and they launched an investigation.  I paid $539 earlier today in order to file a small claims suit in Iredell County.  I have a feeling that prompted Keffer to do something.  We still have the contracted suspension problem to take care of.  I suppose we will address that in court.
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was informed I needed a new drift shaft assembly for my *** ******* and when I asked if it was covered under warranty, they told me they had no way of telling me but I had to call the *** I bought it from. Not knowing anything about cars, I trusted them and got no information from the *** I originally purchased the vehicle. I ended up buying the parts mentioned above which was around $800. When I found the part cheaper somewhere else, I returned the part to Keffer Kia and was charged a return fee only to bring my vehicle to ************* in ******* and find out it WAS covered under warranty. They attempted to cheat me out of my money for the parts and labor while knowing all along it was covered.

  Business response

  09/08/2023

  Good morning, 

  My name is *******************. I've left two voicemails for the customer to return my call so we can discuss and resolve this matter.  I haven't received a response back yet from the customer. I will continue to try to reach them via cell phone. I gave them my personal number that I can be reached at their discretion. 

   

  Best , 

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

  Service Director Keffer Kia

• Initial Complaint

  08/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was interested in purchasing a **** Kia ******** SX, stock number T46024.I was happy with the advertised price (that I had to submit my phone number and email in order to see) of $43,975. I applied for and was approved for the above stated amount from my lender. I then scheduled and appointment to test drive the car and potentially buy. I drove the car and loved it, went to get my wife and bring her back the next day. She also liked the car. Thats when we were notified that the price was actually $51,080. I told my sales rep ****** about the online price and my approval at the advertised price. Thats when I was notified by ****** that the online price is a gimmick to get customers in the door. I found this to be extremely predatory and honestly a sad way to conduct business. I am unsure if this is a legal way to conduct visiting ** but it does not seem to be especially since the listed online price does not state that its with qualified discounts or any qualifications to receive that price.

  Business response

  08/21/2023

  We are in receipt of ************* complaint dates August 16, 2023.
  
  We take these accusations very seriously, as they would amount to an admission of false or misleading advertising if the Tereek had actually commented that our advertised prices and call center conversations are nothing more than a gimmick to get people in.  According to Tereek, the customer asked what was included in the value-added addendum that was applied to the vehicle? They further stated that every dealership they had spoken to have some sort of additional package on their vehicles but that the ****************** never mention it.  The actual response provided by Tereek was that it I that he made was that the We would agree that Tereek's response was that the internet ****** job was to make appointments and answer questions.
  
  While Tereek's response is accurate, it is incomplete.  Yes, it is the Internet Department's job to set appointments and answer questions, they do not typically deal with any price negotiations because the customer's trade or any desired after sale items have not been discussed yet.  Because the Addendum package offered by our Dealership and others is optional, it is not disclosed as part of an advertised special.  Doing so would overstate the price that would be required to purchase the vehicle.  
  
  In fact, while negotiating the deal with ************** was provided a full reduction of the amounts charged for the additional value-added package and in addition was given a trade value that exceeded our wholesale trade appraisal by $2500.  After being informed by Tereek that the customer elected not to purchase any of the 3 vehicles we negotiated on, I attempted to call and address any concerns right away.  Unfortunately, ************* did not return my call.  I remain willing to discuss the matter further with him and apologize for any lack of clarity that ******* comments might have caused.
  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company offered a price on the website but would not honour their own price and tried to sell the vehicle for a much higher price. Suggested I make an 8 hour round trip to pay a higher price then advertised

  Business response

  08/09/2023

  We are in receipt of *************** response dated August 7, 2023.?
  
          Iin his complaint *********** references a much higher price that he was asked to pay.  I believe the misunderstanding arose from the difference between the advertised selling price and the final price including taxes, tag fees and our $749 Administrative Fee.  If you open any of our existing Vehicle Display pages, you will note that these costs are fully disclosed in the advertising disclosure section.  The offer that *********** gave us would have required that these additional costs of taxes, tag fees and the administrative fee be absorbed by the dealership.
            .  Our offer was already aggressive in the market.  We were, and will always be, willing to honor our advertised prices, but we are not able to absorb the other additional costs related to the transaction.
  
            We apologize for any misunderstanding related to the pricing and would certainly value any input the BBB may have related to our efforts to provide transparency in all of the fees disclosed on our vehicle display pages.  If there is another vehicle that My **** finds suitable in our inventory, we remain willing and happy to honor any advertised price as stated on the vehicle display page provided the State taxes, tag fees and our administrative fee are also collected at the time of sale.
  
  Respectfully,

  Customer response

  08/10/2023

   
  I am rejecting this response because its factually incorrect.( there seems to be a theme with them) I fully understood that there were additional costs to the advertised price, I was a CEO of a ************ so I understand figuers, to suggest otherwise is insulting, however these quoted additions did not equal the price I was being quoted. When questioned the sales person declined to offer an explination of why the price I was quoted was higher than the advertised price plus the additions. I have the emails to prove it. I have already povided the screen shot of the advertised price. 
  

  This further reflected and evidenced by the email I recieved when i asked if i could have the advertised price if I travelled to collect the car. quotes below and attached
  

  PK - ''Sorry I dont understand how you advertise a price you are not prepared to stick to? Not trying to be awkward I just dont understand how that works?
  Why can I not put a deposit on it now to hold it and drive up tomorrow and buy it at the advertised price?''

  Keffer sales- If you would like to come up tomorrow you can but you cannot put a deposit down or hold it without agreeing to the pencil we sent. If you are wanting to come up and try to get a better deal let us know what time you will be in!
  

  Finally i have the written quote showing the price of the car prior to additions is $40496 not as per the adcertised $38600 ( I attach the quote)
  
  

  Business response

  08/11/2023

  We apologize for any misunderstanding related to the pricing and would certainly value any input the BBB may have related to our efforts to provide transparency in all of the fees disclosed on our vehicle display pages.  If there is another vehicle that My **** finds suitable in our inventory, we remain willing and happy to honor any advertised price as stated on the vehicle display page provided the State taxes, tag fees and our administrative fee are also collected at the time of sale.
  
  Respectfully,

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dispute is with the service **** of keffer kia. Monday july 17th i brought my car to them because of a known issue with the engine(rod bearing) my engine alrwady experienced this issue 3 years ago and was dealt with properly at a different kia ******* At that time the dealer told me that if it happened again that there would be a free replacement engine for life with this issue. Well it happened again sunday, brought my car to keffer kia monday and tuesday they confirmed the issue was the rod bearings. They proceeded to deny my claim for a new engine even though this issue warrants a new engine under the code they recieved from their test. They said it was due to "neglegence" but never asked me for proper paperwork on my oil changes, that i do have. This is completely unacceptable and ive been fighting with them and their consumer affair **** about turning in my paperwork but they didnt want to accept it because "they already made their decision" they told me my options were to pay out of pocket or buy a new car what i would like from this is for them to do the to do the right thing and fix my engine.

  Business response

  07/20/2023

  We are in receipt of your complaint dated 7/20/2023.  We reviewed ************************ concerns and want to clarify that it is always our preference to get warranty coverage for a repair if *** is willing to cover the repair cost.  It pays us the same amount and has the benefit of building customer loyalty.  
  
  In following ***'s prescribed method for evaluating engine malfunctions, it was noted that there was oil residue baked on to the oil cap and the dipstick.  We are obligated to report this information to *** and could otherwise face fines and other punitive actions if we fail to follow the proper procedures. After reporting our findings to ***, they denied the claim under warranty.  When we shared this information with ********************,he was understandably upset, and we agreed to open a consumer affairs case with ****  ******************** has provided some of the Service records to our team member today. Unfortunately, he told us he doesn't have all of the records *** has requested. ****** his advisor called to get the records for him from the other kia *********** due to his work schedule. When we receive those documents, we will submit those to *** immediately. once they review all the maintenance records, he can provide showing he has completed the needed oil changes at the time the service would have needed to be completed. We will update Mr. ******** of *** of ******** decision. We will do everything we can to support his efforts to seek warranty coverage for this claim.
  
  If I can be of further assistance, please don't hesitate to each out on my cell at ************
  
  

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 ****** in December and was told that I would have a ex warranty because I insisted that was a must after all the electrical problems with my trade in. It was almost closing time so the signing process was rushed through and when I left I wasnt given any paperwork, which I thought was odd but I had to go back the next day so I would ask then. The next day I went back and I asked if there was any paperwork I should have for the purchase and was told it would come in the mail. I never got anything in the mail. I had to take the car in 2 weeks after I bought it because something felt weird in the front when I would break. I was told nothing was wrong after they looked at it. At the end of February I thought I felt my transmission slip a few times so I messaged my sales person to ask for the warranty info. She messaged back and said I have gap and no warranty. Not happy, so fast forward to June 9 I messaged her that my transmission was going bad and a transmission shop owner told me to get trade it in now because it was going bad and would cost $3800 to replace. I asked if I could trade it in since I had just bought it in December and she said yes, bring it in tomorrow. She let me know she was in a different area now but would set me up with ****** because this situation is his specialty. He took paystubs, a ******* bill and my mileage down and said he would be going to auction the next day and had to find the right fit for my situation, give him 2 days. I waited a week and sent a reminder to both employees and was told they were still looking. After 2 weeks I text and asked what was going on, and I was told to come the next day. I went, expecting to leave with a different car. I get there and am passed off to a new guy and waited over a hour for him to come tell me they werent gonna help me because of 2 repos on my credit. Those are years old and were there in December. My credit has gone up 40 points since then. Im screwed because they are crooks

  Business response

  07/05/2023

  I've attempted to respond 4 times now, but it keeps giving me a ****-character limit error. I am emailing *********************************************** the response as it has under 500 characters and will not transmit. 

  Business response

  07/05/2023

  We are in receipt of ********************* complaint dated July 3rd, 2023.

  On November 29th 2022 ******* purchased 2015 ****** Sentra with ****** miles on it from Keffer Kia. During that transaction the costumer was offered additional service plan however she declined protection for her used vehicle that was an AS-IS purchase.

  ***************** contacted our sales department with an engine area front end noise concern on 12/6/22. In attempt to help her we brought it back to service in no additional cost and checked your vehicle. After trying to duplicate her complaint we could not find any mechanical issue, nor could we get her vehicle to duplicate the noise she heard on 2/25/23 ******* asked her salesperson ******** her extended service plan and was told she only had GAP coverage and not a warranty. On March 3,2023 she asked her salesperson if she could recommend a warranty company that was *****.

  On June 22,2023 ****************** came to the dealership hoping to trade in her vehicle on something different. We attempted to help her but unfortunately, she was not willing to allow us to appraise her current vehicle which now has 98,169 miles on it. There was a large and ****** aggressive Pit-bull dog in the front seat that appeared to be eating her dashboard ******* stated to several people the dog was an attack dog and they were living in the car.

  We are extremely sympathetic to her situation if this is in fact the case, but we could not put our team members at risk so the trade could not be properly evaluated. We instead made the best possible estimate with what we could see without closer inspection or driving the vehicle.  We worked some theoretical numbers to see if we could help her out of the situation and we pulled 3 credits bureaus in an effort to keep moving forward and secure her a new loan for a different vehicle. 

   Unfortunately, the current condition of ********* vehicle and additional miles created significant negative equity, coupled with the existing credit challenges she referenced in her complaint and minimal income combined to make it impossible to secure a new loan without several thousand dollars in additional down payment. When the sales manager *** shared our findings with *******, she began to scream and curse in the showroom. We are again sympathetic to her situation, but as the information provided indicates, the protection that could have provided coverage for this type of repair was declined at the time of purchase. 

  The Dealership couldn't provide a Service Contract given the known defect on the vehicle.   If we were able to secure a loan for the current vehicle the negative equity associated with the additional miles driven and current condition of the vehicle simply make it impossible to help ******* with the cash down

   

   

  ******

  Keffer Kia

  General Sales Manager

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to get 2 recalls fixed and my torque converter looked at. They had my vehicle for 2 weeks and I got my vehicle back April 27 with a completely cracked windshield. I was also told that I'm no longer able to be on their premises or they will call the police and they will not fix my vehicle. I took it in with no windshield damage and now it's completely cracked.

  Business response

  05/01/2023

  Good Evening please see the attached PDF for our response. 

  Customer response

  05/02/2023

   
  I am rejecting this response because: when I dropped the vehicle off to Mooresville **** there was no cracks what so ever in my windshield. I did not find out about any cracks in it until a week after it was already at keffer kia. If Mooresville **** done a walk around my vehicle when I dropped it off they should have told me about any cracks or anything they seen wrong with my car in which ***** did not. I only found out from *** that it was cracked a week after anyone having my vehicle. It is a fresh hole in the middle of my windshield wipers that has spread all across my windshield. The weather had nothing to do with the crack getting bigger like it is in 2 weeks of anyone having it. Also *** took my vehicle to *********** multiple times so yes it could of happened when someone other than me drove it. If I would of seen any type of crack when I had it I would of had my insurance fix it before it got bad in which no I never had any crack or cracks on my vehicle prior or dropping it off for other services to be done. I would like my windshield replaced since it was not in my possession for two weeks. It's not right for me to have my car looked at for recalls and a torque converter and get my car back broken. I need it fixed and would like them to fix what they messed up that's all I'm asking. I've already been told I'm not allowed back to their place of business and that is fine but they need to fix my windshield as I have 2 small kids that ride in this car everyday and I do not need anything to happen to them or myself or anyone else that rides in my car. So please have someone replace my windshield 
  
  

  Business response

  05/03/2023

  While we can sympathise with *********************** dilemma, the facts as we have shown them prove that the crack was in the windshield when the vehicle arrived. This has been verified by Mooresville **** staff.  We have no way of knowing when the crack appeared, but we are certain that it was there when it arrived at our dealership.
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Keffer Kia. I was never asked what I wanted to be at for a payment. I was only asked if I could put money down. I initially went to them about one car and it was never discussed with me that they couldn't get me financed on that one. I asked repeatedly for months to get copies of my paperwork. I finally made the drive to get it myself and discovered I was given gap and a service contract that I did not ask for. 3 weeks ago I called and told F&I that I wanted those canceled. ******* was supposed to call me back the next day after he pulled my deal and looked into it. I am still waiting for that call. I want the gap and service contract canceled and a full refund sent to the *************** asap. I also went to get my first oil change on Monday and learned that I also need a battery. I want that replaced at no cost to me. And I also want copies of all of my SIGNED paperwork. The customer service at this dealership is so beyond sub par. I was told by my salesperson that I would be taken care of and not have to worry about anything. I have never had such a terrible experience buying a car. I could voice much more but I am almost out of space.

  Business response

  02/17/2023

  To **************,

  We are sorry you had a bad experience and i wanted to inform you that the warranty and gap policy will be processed and cancelled once you sign the cancellation form. We will Email her the form with the contact as requested Once completed and returned to the dealership, please allow 6-8 weeks for it posted to your current auto loan. We will email you the contract that was signed at time of delivery with the form need to proceed with the cancellations.

  Customer response

  02/17/2023

   
  I am rejecting this response because I also want the battery replaced free of charge to me. I did receive a call from ****** and I appreciate that. I am waiting to receive the email with the cancellation form and a copy of my signed paperwork. Thank you
  
  

  Business response

  02/23/2023

  The requested warranty and gap policy will be canceled once the customer completes the cancelation forms required. We will reimburse her $250 for thew battery as agreed. The check will be mailed out friday 2/24/2023 with paper copies of all forms signed by the customer. 

*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. ↩