Complaints

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

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  Pitre KIA

  9737 Eagle Ranch Rd NW Albuquerque, NM 87114-5501

• 

  Pitre KIA

  9640 Eagle Ranch Rd NW Albuquerque, NM 87114-1567

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:04/09/2025

  Type:Product 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 used 2014 Kia Soul in 2023. I found out the engine has been recalled and it is currently under warranty extension. I've been working with the Pitre Kia dealership since ~September of 2024 when I thought I needed new Spark Plugs. They said that it will need a new engine on a recall. But that the requirements to be eligible to replace the Engine were that 1) the check engine light is flashing & 2) the car slows to a crawl. Also the flashing light had to send them a certain code. So the car has been underperforming for all of that time. On one occasion, I brought it in and they said it needed a new Catalytic Converter for several thousand dollars! I took it to two other mechanics who said it didn't need that but that someone had opened a valve that made it run rough and seem like it needed a new Catalytic Converter! We declined this service. Finally, the engine died on Thursday, March 27th, 2025 with a bang and a plume of smoke while I was on the highway, in the dark, in the middle of nowhere! It was dangerous and frightening! I had to be towed to the Kia dealership for about $600. Now they are telling me that I haven't had enough oil changes to be eligible for the new engine. I have had 6 and needed to have had 8. They say I should have checked my owner's manual. They also say it's not a Recall, it's the extended warranty. If that's the case, why did I have to wait for the specific requirements to be met for the recall? And when we looked it up, there was a Recall on the engine - in fact, a Class Action Lawsuit which we missed the deadline to be a part of. They say I need to pay the $6,800 to replace the engine (as well, presumably, as the cost of the towing and any rental car). I am upset, I want them to reduce the cost by at least half and pay for the towing and the rental car for the time it takes to repair (estimating ten days).

  Business Response

  Date: 04/14/2025

  We’re sorry for the issues *** ******* is experiencing with
  her vehicle and understand how frustrating these situations can be. Our goal is
  always to assist our customers as much as possible within the guidelines
  provided by the manufacturer. While we believe this claim out be better
  directed to Kia Corporate, we are happy to respond to the best of our ability.
  This case involves the Kia engine warranty extension, which
  is governed by specific criteria that must be met before any inspections or
  repairs can be authorized. In this situation, the required drivability symptoms
  eventually occurred, and at that point, we opened a Techline case with Kia to
  initiate the warranty claim process.
  It’s important to clarify that only Kia Corporate has the
  authority to approve or deny claims under this warranty extension. Once
  submitted, claims are evaluated alongside the maintenance records provided by
  the customer. At this time, the claim is being declined due to insufficient
  documentation of oil changes/routine maintenance, as required by Kia’s policy.
  Pitre Kia did not sell this vehicle. The vehicle is approximately
  11 years old and the customer did not begin servicing with us until September
  2024. Unfortunately, we have no visibility into prior maintenance unless it is
  provided by the customer. The lack of records—particularly the 27,000-mile gap
  in oil changes—is a key factor in the current status of the claim. Kia does
  attempt to verify records through their system and CarFax but does request
  customer documentation if gaps cannot be accounted for.
  We have informed the customer that if she is able to provide
  additional service documentation, Kia may reconsider the claim. We are
  continuing to work with her in hopes that helpful records can be found and
  submitted.
  Additionally, we want to address a few concerns raised by
  the customer. Despite her claims, our diagnostic process confirmed that the
  vehicle’s catalytic converter was indeed clogged. A clogged converter can
  result in a significant loss of power and drivability issues. It’s also
  important to note that Pitre Kia has only performed two oil changes on this
  vehicle. Given our limited-service history with the car and its age, we cannot
  be held liable for its overall condition.
  While we sympathize with the situation, we must follow Kia’s
  warranty policies and procedures. Our service manager has explained this to the
  customer and offered assistance where possible. We have also encouraged *** ******* to try to obtain the prior maintenance records so that we can submit
  them to Kia. However, at this time, we will not be offering any monetary
  support.
  Thanks,
  ***** ******

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 Hyundai Kona from Pitre Kia in Albuquerque, New Mexico on Eagle Ranch Road in July of 2023. The car started making a clicking noise starting on 1-1-24. I made an appointment with Kia and stopped driving the car. The car stopped turning on 1-3-24, I was testing to make sure the car would still start, it didnt. I had the car towed to Kia that day, never heard anything from the dealership after that. I drive to Kia on 1-6-24 and spoke to ***, who said the car was towed to ******* on 1-5-24. I was not offered a loaner car or told that my car was transferred to ******* before I showed up in person. ******* never called to let me know anything about the car. So I called Hyundai service department four times before someone answered and they still couldn't find my car or give me any information. So I drove to Hyundai, they claim that my car was never dropped off there. I look in the parking lot and my car is right there. The entire time I spoke with manager **** **** he made no attempt to make any eye contact with me and was EXTREMELY dismissive of the fact that I would be without a car for maybe 3-4 weeks before anyone looked at it. I called the corporate number and was told my problem was not her concern because my car is not a KIA. So I started to ask several follow up questions and the representative hung up on me. KIA should not sell cars if they can't provide the same amount of customer service for those vehicles.

  Business Response

  Date: 01/25/2024

  
  Currently Ms. ***** is in a loaner car from Pitre Kia and
  will be put in a longer-term rental from Hyundai while the work is completed on
  the Kona. This repair is being done under the Hyundai manufacturer’s warranty, so
  it does have to be done at the Hyundai dealership.  Although we do sell used vehicles not all vehicles are able to be repaired at our facility due to manufacturer requirements.

   

  Thanks,

  *****

• Initial Complaint

  Date:05/04/2023

  Type:Billing 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/financed a vehicle, I wS told i would have af added 'Gap insurance' of $1,000.00. Yesterday, upon looking for my vin #, i grabbed my paperwork from the purchase, and found the dealership did sell me gap insurance for $995.00, but, They also added on a 'Vehicle Protection Plan' at the cost of $1,000.. there is no itemized list of charges at ALL!, the estimate provided to me was handwritten by the sales person.

  Business Response

  Date: 05/18/2023

  Re: Complaint ID*********
  After reviewing the complaint and doing some research in to
  the deal, I have provided a copy of the signed buyers order which does itemized
  the contract (please see the circled area) and I have also provided the printed
  purchase proposal listed, as it was not handwritten, that is also signed by
  the consumer. It is our policy to be fully transparent in any products that we
  sell and always itemize them on the buyer’s order. We are more than happy to
  cancel the contract with a completed/signed cancellation form and the pro-rated
  refund will be sent to Exeter against the principle of the loan, as this
  product is cancellable until its expiration. 
  Please let me know an email where we can send the cancellation form, or
  it can be done in the dealership in person.
  
  Thanks,
  ***** ******

  Customer Answer

  Date: 05/19/2023

  [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,
  
  ****** ******

• Initial Complaint

  Date:12/30/2022

  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 Cadillac in Denver with low milage and warranty. When I returned to NM I noticed a sound coming from my car and the stereo display was glitching. With the vehicle having warranty I reached out to Pitre and asked the service department (*****) if they could look at my vehicle. He agreed they specialized in this field. ***** , ***** , ****** (service manager) said they couldn’t find the “noise” and sent the car back with me. The day I picked it up I heard the noise again - I recorded the noise and sent it to ******- he had me take the vehicle in again just to say he couldn’t hear it. I drove to Pitre an asked if he could go with me for a ride and we both immediately heard the noise. He located 2 areas of where the noise was coming from and said he would replace a baring on my vehicle. He also said he had reset my display but when we went on the drive I scrolled through the display and it stopped working. He said he “made a mistake” but would have it replaced. A few days later he stated the vehicle was now out of warranty and he couldn’t help me. He never looked into my issues and once I had him go with me was when he all of a sudden heard it. He promised me he would get my issues fixed but later said he couldn’t do anything and it was GM’s fault. I reached out to GM and they said it was on Pitre for not finding the initial problems or trying to fix it when the car was in their possession. When the car was delivered a month later to me the display was cracked and ****** said it had to be the glue falling apart from looking into the display. My display was never cracked when I took it in and I provided ****** with the photo and again he said he would get it replaced for $100.00. I reached out to Mr. Pitre and he said it was my fault for purchasing a vehicle out of state. Mr. Pitre sells vehicles to people out of state all the time. He also said his managers were experienced with 30 years of knowledge and if they made a mistake then it was my problem now.

  Business Response

  Date: 01/05/2023

  Per Our Service Manager:
  
  Ms. ******** vehicle was serviced by Pitre Buick GMC. The
  axle (bearing) noise was a bulletin that was repaired under warranty by Pitre. ****** ******** advised her they couldn’t perform the fix. We were able to have a ****** ******* ****** **** perform the repair and it fixed the noise.

  
  Then her strut mounts went bad, they were collapsed. It is
  important to note however, the vehicle was on aftermarket low profile wheels
  and tires that would alter the vehicle and the NVH of the vehicle. I, ******,
  the Service manager performed a customer GM policy evaluation tool where its
  assists consumers that are out of warranty to get their vehicles repaired with
  the assistance of General Motors. When the cost assistance was performed by the
  service manager, she declined the repairs and stated we (Pitre) should pay for
  the repairs. I let the customer know that her only option was to pay amount due
  with cost assistance from GM, as the vehicle was actually well out of the
  warranty period.

  
  In regards to the radio screen, the problem was never
  duplicated while the vehicle was under warranty. We performed multiple radio
  updates. However, the radio screen always worked in our service department. I
  did however reach out to our GM District Manager with another “goodwill” for
  the customer. I was able to offer a solution of a $1600.00 radio screen
  replacement, with a customer deductible of $100.00; Ms. ****** still proceeded
  to decline the repair.  She stated that it should be free. Also, I never
  advised Ms. ****** that it was my (or Pitre’s) mistake for her radio. At this
  point in time the request has been closed out by the District Manager for GM
  and we are unable to get another approval as they are only valid for 30 days. At
  this time there are unfortunately no other solutions that we can offer Ms.
  ******.

  Customer Answer

  Date: 01/06/2023

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

  If what ****** is saying were true why was he providing me with GM’s phone number and saying he speaks with them everyday yet had NOT heard back on a resolution for my vehicle. After I contacted the general manager at Pitre which was Mr. Pitre I never heard back from ****** after this email as you can see is complimenting him for his professionalism. Other emails from ****** show he’s still dangling me around. When I reached out to GM as he advised me to they stated ****** had never requested assistance for me at all and they were unsure why he would have me call them. Mr. Pitre made his comments about my out of town purchase and was unprofessional. This is why no one assisted me or tried to assist me after the communication. As far as my “low profile rims” the vehicle did NOT have low profile rims at the time of the initial complaint and receipt of purchase for these rims at a later time and date can prove that. Not to mention that “rims” were never discussed as a potential cause or concern ever! Sounds like excuses. I called ****** and left him a voicemail letting him know that I would accept the offer on the stereo if that was the best he could do but never heard back from him again. I can also prove this through phone records within his “30” days to accept rule that I just heard about in his response. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** ******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]