Complaints

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:03/24/2025

  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 am filing this complaint regarding Matt Castrucci Kia and the poor service I have received, as well as the ongoing issues with my vehicle that were never properly addressed.
  On September 19th, 2024, I dropped my vehicle off at Matt Castrucci Kia for repairs on an oil leak recall, a malfunctioning AC unit (which caused the air not to cool and led to the vehicle overheating), and a broken door handle. Unfortunately, despite the repairs, these issues persisted after the vehicle was returned to me, and I have brought it back for repairs numerous times without any resolution.
  I have now been without my vehicle for six months, which I believe is an unreasonable amount of time. I consistently communicated with the dealership to address these problems, but the issues were never properly fixed. Eventually, the engine was replaced, and I picked up the vehicle around March 14th, 2025.
  However, after driving the car for a short distance (4.8 miles) and leaving it parked for a few days, I attempted to finish cleaning the car and drove an additional 8 miles. Upon activating the AC (one of the original problems), the vehicle overheated, and the radiator fluid began boiling out of the reservoir. I contacted ***** from the dealership, who advised me to bring the car back in. A few days later, I received a text message from the service department indicating a need for a radiator repair, which, in my view, is a direct result of poor workmanship and failure to properly address the initial issues — the AC malfunction, overheating, and oil leak.
  As a result of the continuing problems with my vehicle and the excessive amount of time I have been without a working car, I am requesting the following actions:
  1. A reimbursement for the loss of use of my vehicle from September 2024 to the present.
  2. A purchase offer for the vehicle that is sufficient to allow me to purchase a replacement vehicle.

  Business Response

  Date: 03/25/2025

  Good afternoon,

  9/3/24 - 957502 - 118,525 - ***** - Vehicle originally brought in for - CUSTOMER STATES NOTICED A/C NOT COOLING THEN NOTICED TEMP GUAGE READING HIGH. NOTICED SOMETHING LEAKING UNDER VEHICLE BUT DID NOT FEEL OILY. LEAK ON GROUND, SMALL AMOUNT, UNDER CENTER FRONT OF VEHICLE. CHECK AND ADVISE. Alex looked at the vehicle and suggested thermostat that was replaced at customer expense. Also suggested oil pressure switch that was covered by warranty extension WTY026 for oil pressure switch leaking. Customer was provided a rental car by ***** that was not covered by warranty. Vehicle was completed and customer picked up on 9/12.
  
  
  9/19/24 - 959137 - 117,415 - *** - Vehicle was brought back and wrote up for oil leak. Alex was tech and believes he cleaned up engine area and put oil dye in vehicle. No actual notes on RO from that time. No charge to customer and vehicle was returned same day.
  
  
  10/22/24 - 962189 - 123,602 - ***** - Vehicle returned for - HAS BEEN HERE SEVERAL TIMES FOR THE SAME ISSUE. OIL LEAKING, VEHICLE HEATING, AND A/C STOPS WORKING. STATES THAT WE PUT DYE IN OIL BUT HAD TO WASH OFF ENGINE DUE TO SMOKING. CHECK AND ADVISE. Quon looked at the vehicle and found oil in the engine valley. Opened techline case for TSB WTY039 for head bolt concerns that can cause low coolant and oil leaks due to head bolt failure. Techline requested maintenance records and proof of ownership per KIA policy. Customer declined to provide information. Techline declined claim on 11/15 due to not having the required information. CUSTOMER DECLINED FURTHER REPAIRS DUE TO " LACK OF FAITH VEHICLE CAN BE REPAIRED AT OUR FACILITY". CUSTOMER WORKING WITH KIA CORPORATE FOR FURTHER ACTION NO PARTS REPLACED OR REPAIRS MADE AT THIS TIME. Customer was provided a rental vehicle at this time that was not covered as no repairs were made to the vehicle. Rental was returned and RO was invoiced on 11/29. No charge to customer. 
  
  
  1/20/24 - 970037 - 123,602 - ***** - After starting a KIA customer care case the customer decided to let us fix vehicle and start new techline case. 1/28 new techline case was opened. After submitting required documents and showing that the vehicle failed a block test, showing that exhaust gases were present in the coolant, they approved engine replacement due to failed head bolts per TSB WTY039 on 2/6. The engine was ordered on 2/6 and arrived on 2/10. Due to engine replacement workload at that time, tech began replacement on 2/26. The vehicle was test driven for 3 drive cycles for a total of 48 miles. Vehicle did not overheat and did not present any issues after test drives. The vehicle was completed on 3/3. Additional services of front brake replacement and CV shaft replacement due to torn boot were recommended. Service recommendations were sent to the customer on 3/3 and declined by customer on 3/5. RO was invoiced and vehicle picked up on 3/11. No charge to customer. 
  
  
  3/18/25 - 974780 - 123,680 - ***** - Vehicle returned - C/S: ENGINE JUST REPLACED ENGINE. COOLANT IN RESERVOIR BOILING WHEN ENGINE IS HOT. VEHICLE STARTS TO SMOKE. CHECK AND ADVISE. Tech, Kendall, looked at vehicle first thing next morning and found - RECHECKED ALL HOSES AND CONNECTION POINTS IN COOLING SYSTEM.NO LEAKS
  REMOVED RADIATOR CAP AND PRESSURE TESTED SYSTEM AIR HISSING HEARD AT RADIATOR CAP NECK. UPON REMOVING PRESSURE TEST TOOL FOUND PLASTIC INSIDE RADIATOR ERODED AWAY CAUSING COOLING SYSTEM TO BLEED PRESSURE DURING OPERATION CAUSING RESERVOIR TO BOIL OVER. This erosion of the lip where the radiator cap seals is causing the cap to not seal all the way, therefore the system is not sealed and cannot maintain the pressure that the system is required to hold in order to function properly. This condition did not present itself during any of our previous test drives. Updated customer with findings and sent estimate to customer for eApproval on 3/20 and was reviewed by customer on same day.
  
  Thank you

  Customer Answer

  Date: 03/28/2025

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

  Dear [BBB Representative],
  Thank you for allowing me to respond to Matt Castrucci Kia’s statement regarding my complaint. Unfortunately, their response does not address the core issues I raised, and I find their explanation insufficient.
  I initially paid approximately $1,300 for repairs related to persistent problems with my vehicle, specifically overheating, a malfunctioning AC system, and an oil leak. Despite the repairs being completed, none of these issues were resolved. Instead, I was faced with additional problems stemming from what I believe to be an incorrect diagnosis and further damage caused by the work that was done.
  The fact that I have had my car in their shop for extended periods over the last six months without a resolution has resulted in significant inconvenience. I have been without the use of my vehicle for half a year, which has caused personal and financial hardship. Given that the initial problems were not addressed and new problems emerged, I have lost confidence in the ability of Matt Castrucci Kia to correctly diagnose and repair my vehicle. I now believe that any future repairs at their shop would only lead to further damage and a continued loss of use.
  At this point, the only reasonable resolution would be:
  A full refund of the $1,300 I paid for repairs.
  Reimbursement for the six months I have been without my vehicle.
  Compensation to help me purchase a new vehicle, as I no longer trust this shop to properly fix my current car without causing further harm.
  I kindly request that Matt Castrucci Kia take immediate steps to resolve this matter by providing the compensation requested above. I do not believe that a further attempt at repairs would be in good faith given the poor results of the initial work performed.
  I appreciate your attention to this issue and look forward to your assistance in achieving a fair resolution.
  
  
  
  
  Sincerely,
  
  
  
  ******* ***********

• Initial Complaint

  Date:03/17/2025

  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.

  On August 28, 2024, I took my 2019 KIA Sorento to the KIA Service Center at Matt Castrucci Auto Mall in Dayton, Ohio regarding a fuel leak recall. The service man (***) could smell gas and suggested I leave the car for service or risk the threat of danger with the fuel leak. I left my vehicle after arranging for a rental. When I received my vehicle I did not smell gas and thought everything was safe; however, the gas gauge no longer worked. I have to pump gas until the pump stomps because my gas gauge only reads 1/2 a tank no matter how much gas I put in the vehicle. I have taken my 2019 KIA Sorento to the service center twice. The first time I could not stay and was not informed that I would need to stay or leave the vehicle because KIA Service Center does not provide loaners or rentals; however, the owner my obtain a rental at their expense. The second time I was told the problem was fixed and it was not. I have not been back because I was recently in a car accident and waiting on repairs.

  Business Response

  Date: 03/20/2025

   

  Good afternoon,

  I tried to contact the customer multiple times by phone, but I have not. received a response.

  Thank you.

  Customer Answer

  Date: 03/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:The information provided by Matt Castrucci is incorrect I received one (1) phone call.  A manager contacted me yesterday, Thursday, March 19, 2025 at 2:00pm; however, I was at work and could not answer my phone.  A voice message was left asking me to return a call to *************  I called the number this **rning during lunch at 11:36 am.  The call went to voicemail and a message came on saying that the mailbox for this number is full.  I was unable to leave a message.
  
  
  
  Sincerely,
  
  
  
  **** ***************

  Business Response

  Date: 03/28/2025

  Good afternoon,

  I tried again calling the customer and can't get hold of the customer .

  The customer can reach out to me at ************ or ********************

  Thank you.

  Customer Answer

  Date: 04/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is not correct. I spoke with **, the general manager of Matt Castrucci Auto Mall. I explained to him that my 2019 Kia Sorento is currently located at the Auto Mall for collision damage repair. During the conversation, ** stated that he would look into what is troubling me about the service I received; however, he still made it sound like if there is a problem I am responsible. He did not apologize for the inconvenience or the rude treatment I received from his employees at the service center. I appreciate ** looking into the matter and I hope this is resolved quickly without it costing me for something I did not do. This entire problem started over a KIA recall inspection. Now al**st 8 **nths later, I am still trying to get this company to undo what was done to my gas gauge.  This is unfair. 

  
  
  
  Sincerely,
  
  
  
  **** ***************

  Business Response

  Date: 04/04/2025

  **;?
  ****** ******
  
  Cc:?
  ***** ******
  
  Thu 2025-04-03 9:16 AM
  
  
  957436 - 8/30/24 - 76,184 - CUSTOMER STATES HAS FUEL LEAK AND SMELLS FUEL PLEASE CHECK CUSTOMER RECEIVED LETTER FROM KIA WTY033
  CAUSE - LEAK AT FUEL PUMP SUPPLY FITTING
  CORRECTION - REPLACE FUEL PUMP AS PER TSB064
  
  
  963162 - 11/01/24 - 77,937 - CUSTOMER STATES: REPLACED FUEL PUMP AT THE END OF AUGUST AT 76000 AND PICKED UP VEHICLE ON 9/25 HAS NOT EVEN DRIVEN 2000 MILES AND THE FUEL GAUGE WILL NOT GO PAST HALF AND RANGE WILL ONLY SAY 127 MILES OR SO WHEN FILLING TANK.
  CAUSE -
  CORRECTION - CUSTOMER LEFT DID NOT HAVE TIME TO FIX ISSUE
  
  
  PLEASE PERFORM RECALL SC282
  CAUSE -
  CORRECTION - DID NOT COMPLETE
  
  
  PLEASE PERFORM RECALL SC249F
  CAUSE - 
  CORRECTON - No Tow Hitch or Non-Genuine Kia Tow Hitch Installed Does Not Apply
  
  
  967974 - 12/23/24 - 80,121 - CUSTOMER STATES THEY WERE IN FOR A FUEL LEAK CONCERN AND AFTER THEY LEFT THE FUEL GAGE WAS STUCK AT A HALF A TANK AND WOULD NOT **VE UP OR DOWN PLEASE CHECK AND ADVISE
  CAUSE - FOUND LEVEL SENSOR FLOAT TRAPPED BY FUEL TANK BAFFLE
  CORRECTION - RE**VED PUMP, READJUSTED POSITION AND REINSTALLED LOCK RING
  
  
  CUSTOMER CALLED IN ON 1/29/25 AT 1420 - ADVISOR SPOKE TO CUSTOMER AND ATTEMPTED TO GET CUSTOMER TO DROP VEHICLE OFF WITH US IN ORDER TO SEE WHAT WAS CAUSING HER CONCERN. SHE STATED AT THAT TIME THAT HER DAUGHTER GOT COVERED IN GAS WHILE FILLING THE VEHICLE UP. UNFORTUNATELY, A FAULTY FUEL GAGE WILL NOT CAUSE THAT TO HAPPEN. SHE ORIGINALLY STATED THAT SHE WAS GOING TO BRING IT IN THE FOLLOWING FRIDAY, THEN BY THE END OF THE PHONE CALL SHE STATED THAT SHE WOULD HAVE TO MAKE ARRANGEMENTS AND WOULD CALL BACK TO SCHEDULE A TIME TO BRING IT IN AND SHE WAS GOING TO CONTACT THE ATORNEY GENERAL. CUSTOMER DID NOT CALL BACK IN TILL 3/21/25 AT 1334. AT THAT TIME SHE WAS RETURNING A CALL FOR THE GENERAL MANAGER IN REFERENCE TO THIS COMPLAINT.
  
  
  975097 - 03/20/25 - 85617 - VEHICLE BROUGHT INTO BODY SHOP DUE TO BEING IN AN ACCIDENT.
  
  
  VEHICLE IS CURRENTLY IN OUR BODY SHOP. SERVICE RECEIVED VEHICLE TODAY TO LOOK AT.
  976270 - 04/02/25 - 85,617 - CUSTOMER STATES: HAD FUEL PUMP REPLACED ON 8/30/24 UNDER
  WARRANTY EXTENSION. CAME BACK ON 12/23/24 DUE TO TANK NOT READING OVER 1/2 TANK. STATED AT THAT TIME THE FLOAT WAS STUCK ON BAFFLE. READJUSTED AND STATED PROBLEM WAS FIXED. VEHICLE
  STILL ONLY READS HALF A TANK WITH A FULL TANK. PLEASE CHECK AND ADVISE.
  CAUSE - FOUND THAT FLOAT IS DEFECTIVE ON PUMP. IT IS NOT FULLY BOYANT. CAUSING IT TO SINK AND ONLY REGISTER THE VEHICLE AT JUST UNDER ½ TANK
  CORRECTION - ORDERING NEW FUEL PUMP/SENDING UNIT ASSEMBLY ON 04/03/25 TO REPLACE DEFECTIVE ONE.

  Customer Answer

  Date: 04/04/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ***************

• Initial Complaint

  Date:09/30/2024

  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.

  On 9/5/24 I leased a 2024 Kia Telluride. As part of the lease agreement they agreed to pay my other car loan off which was 22954.60. During the purchase process it was not stated that they would wait 15 days to pay off this loan. During this time a payment became due and to avoid a late payment with the credit bureaus I made the payment of 414.94 expecting Kia to honor the agreed upon terms and make the payment and I would get back an overage check for the payment I made. Instead Kia made a lease payment of 22580.05 and therefore not fullfilling the agreed upon terms of our contract. I have made several attempts to speak to and get a resolution through the business and have yet to receive back any communication. I spoke to the salesperson who I worked with, Jeff, who said he gave my concerns to management and they would call me, I have sent in requests through their “contact us” on the website, and tried calling. None have been successful in speaking to anyone.

  Business Response

  Date: 10/03/2024

  Good morning,

  we paid capital one $22636.56 and we owe the customer a check back for $318.07.

  we have done on Sep 5th and we are waiting on the capital one to release the title for the trade before we send title and check to the customer. usually the process takes 45 days to be completed.

  The customer can reach me directly at ************ with any issues or concerns.

  Thank you.

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

  General Manager.

  Customer Answer

  Date: 10/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still have not heard directly from the business regarding this issue.  Part of my complaint was that not only had I directly contacted the salesperson who helped me who said management had my inquiry but made multiple other attempts to contact the business with no reply.  Additionally the previous lien holder has been removed from the title as of 9/24/24.
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 10/09/2024

  Good morning,

  I spoke with the customer this morning and I addressed all his concerns.

  Thank you.

  Customer Answer

  Date: 10/11/2024

  
  
  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.
  
  

  I spoke directly with ******* at Matt Castrucci.  I appreciate him reaching out and talking through the issues that I have and completely satisfied with what they have done.
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:08/27/2024

  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.

  Matt Castrucci body shop worked on my car 3 times and the work is still very bad. Still has paint peeling, chips in it, several bad spots. A boot run in the paint and the figment is horrible. The general manager was completely rude saying I was trashing his employees. All I said was they done a horrible job and caused more damage then there originally was. Now he is refusing to fix it correctly acting like I’m at fault. I have pictures from all 3 times I picked the car up which he didn’t want to see.

  Business Response

  Date: 09/05/2024

  Good afternoon,

  Mr. ****** contacted me after he has been in my body shop 3 times to let me know that he was not happy with the work for the 3rd time. He started to express his feelings how is not happy with the manager of the shop and how we just keep breaking his car. he asked if he could bring his car for me to look at it and give him my opinion.

  we set up an appointment and Mr. ****** showed up and I had the 2 techs who worked on his car with me and the manager to assist with his concerns but he start saying how a smaller shop done a better job in the past than our horrible job, he also start pointing some scratches in the paint in some area we didn't even worked on and when I start asking why he thinks we should be responsible about the other areas, he start raising his voice and he said if I will not fix it he will just let his lawyer deal with us and left.

  I am willing to fix any issues on the work we have done for the 4th time and hope that will satisfy the customer.

  Thank you.

   

  Customer Answer

  Date: 09/06/2024

  ******* was the first one to raise his voice and the chipped paint by my passenger headlight and scratches on the driver side was not there before they worked on it. Everyone working there are not very professional at all. My car has just under 10,000 miles on it so everything is still new. I just want my vehicle fixed correctly and not get attitude. I’m not the one screwing it up they are and they give me attitude. So yes I will raise my voice when a supposed professional shop can’t fix it right 3 different times. It’s absolutely ridiculous 

  Business Response

  Date: 09/13/2024

  I am willing to fix any issues on the work we have done for the 4th time and hope that will satisfy the customer. We are willing to stand behind our work for this customer.

• Initial Complaint

  Date:04/02/2024

  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 called Matt Castrucci to get an estimate on having lights, rain guards and door guards put on. No response from ******. When I called a fifth time finally ***** from internet sales made my appointment for me and than she stated I should talk with ****** again for an estimate.
  
  
  My first appointment was on march 13. ****** ended up calling me and informing me the car was not ready and that I will get a temporary car til the next day. Upon picking my car up the next day I was informed the lights were dim. There is no lights existing down by my feet. I also noticed that the wires to the lights were hanging towards the floor board. I have previously had these installed in my Nissan juke. So I can say I know what they should like.
  There is absolutely no reason I should not have lights.
  I again called and spoke with ***** which suggested I speak to service manager. He said they’d be fixed. Waited an hour in waiting room for ****** to tell me that he personally looked over the instructions twice and they were installed properly. If this is true than why do I not have lights.
  
  I feel that these employees do not appreciate the value of a customer.
  They also do not know how to work on cars. Anyone with common knowledge would know that putting in lights means you see light. So clearly I paid $500 for wires and nonexisting lights.
  On the picture I sent, whomever scheduled this appointment only puts down I complaining about lights hanging down.
  ****** and service manger were both there when they agreed to give them another chance to fix it. I still have no lights and the service manager never checked in to see that I was satisfied.

  Business Response

  Date: 04/08/2024

  GOOD AFTERNOON,

  WE TRIED TO CONTACT THE CUSTOMER MULTIPLE TIMES BUT NO ANSWER FROM THE CUSTOMER SO FAR.

  CUSTOMER PAURCHASED THE PARTS SOMEWHERE ELSE AND PAID US TO INSTALL IT. WE DID INSTALL IT AS THE SUGGESTED BUT THE CUSTOMER WAS NOT HAPPY.

  CUSTOMER FILED A COMPLAINT TO NISSAN THE MANUFACTURE AND SHE WAS ASKED TO SEND PICTURE OF THE PRODUCT INSTALLED AND THE MANUFACTURE AGREED IT WAS INSTALLED THE RIGHT WAY.

  NOW THE CUSTOMER IS GOING TO BBB FOR ANOTHER COMPLAINT AND WE CAN'T EVEN GET HOLD OF THE CUSTOMER AND WE DID WHAT THE CUSTOMER PAID US TO DO WHICH INSTALLING THE PRODUCT BUT IF THE CUSTOMER IS NOT HAPPY WITH THE PRODUCT, I CAN'T HELP SINCE I DIDN'T SELL THE PRODUCT.

  THANK YOU.

  Customer Answer

  Date: 04/09/2024

  The Nissan consumer affairs did not ask for pictures. That is a flat out lie. I asked them to send pictures and they said it would do know good because they can not accept pictures or videos. They said rely on the dealership for honesty and clearly someone is not stating the truth. Because I was also asked if I wanted to speak to someone at the dealership. I’ve approached going through the proper channels. 

   

  Business Response

  Date: 04/16/2024

  TO WHOM IT MAY CONCERN,

  WE DID CONTACT THE CUSTOMER, AFTER MY SERVICE MANAGER REVIEWED THE JOB WE DONE, WE CAME TO AN AGREEMENT WITH THE CUSTOMER TO ORDER THE NEEDED PART TO FIX THE ISSUE AND MAKE IT RIGHT TO THE CUSTOMER.

  THNAK YOU .

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

  GENERAL MANAGER.

  Customer Answer

  Date: 04/17/2024

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

  I wish to reject accepting until job is completed by service manager as promised. We have came to agreement on fixing the job correctly. The service manager said parts are on order and will contact me for reinstallation of new parts. Once completed and installation is correct with no issues I then  will accept response. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 04/17/2024

  I AGREE, I JUST HAVE TO ANSWER THE BBB WITHIN A SPECIFIC TIME FRAME. AS A DEALERSHIP WE WILL STAND BEHIND THE ISSUE AND PARTS ARE ON ORDER LIKE CUSTOMER STATED, I WILL FOLLOW UP WITH MY SERVICE MANAGER UNTIL I MAKE SURE ISSUE IS FIXED.

  THANK YOU.

• Initial Complaint

  Date:01/16/2024

  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.

  I had a car accident on 12/1. I called a week later to get an update to find out that no one had even looked at my car, I should have known then that I would be in trouble. I called weekly for updates. I was given a repair date of 1/2/24, that day came and went. I was then told if I wanted updates I need to talk to ***** or ****** as the receptionist was not reliable. I was told that I had a repair date of 1/11 I asked if they had a loan vehicle. no one called me back. I eventually got my insurance adjuster involved just to get an answer. The answer was none available this week. I called that Friday to see if I could get ahead of the following week. I was again told that they need to speak with Saundra with no follow up. On 1/10 I called to confirm that my car would be ready the next day since I hadn’t heard anything. I was told that the following Thursday a request for additional funds was sent to my insurance company but they hasn’t heard anything which I thought was strange because I called on Friday and no one at the company told me that they hadn’t heard from my insurance. On a 4 way call, ****** was told that I was on the phone she immediately began yelling about how I want a loaner and she doesn’t have one. The manager had to calm her down so he could explain that we were calling to get the supplement resolved. It was found that the delay was due to no response from ******. I asked when I could expect my car, she said Monday. I waited all day before I called for an update. I was forwarded to a VM at 4pm. I gave it an hour and called back I spoke with ***** and he told me how he’s had a rough Monday, imagine my last 2 weeks without a vehicle. I asked about my car he said we are waiting on a part and he couldn’t get an eta. Inquired why no one called me to tell me that I wouldn’t not be getting my car back today.He had no answer, when I told him how frustrated I was he told me that there was no need to get snotty, I didn’t raise my voice or yell.

  Business Response

  Date: 01/17/2024

  GOOD MORNING,

  TO WHOM IT MAY CONCERN,

  MY BODY SHOP MANAGER CONTACTED THE CUSTOMER AND DISCUSSED THE DELAY. WE PROVIDED THE CUSTOMER A LOANER CAR UNTIL HER CAR IS DONE, SINCE HER INSURANCE 30DAYS HAS EXPIRED.

  IT WILL BE MY PRIORITY TO GET THE CUSTMER CAR DONE ASAP.

  IF HAVE ANY CONCERNS REGARDING THIS MATTER, PLEASE FEEL FREE TO CONTACT ME.

  Customer Answer

  Date: 02/02/2024

  BBB called consumer and everything has been resolved.

• Initial Complaint

  Date:01/05/2024

  Type:Billing 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.

  Date of transaction is 3 November 2023. the dealership unlawfully charged me a fee of $25.00 for registration. I was told this fee will cover or can be applied to the registration fee at the BMV here in Huber heights Ohio. However, upon registration of this vehicle, I am informed by the BMV employee, the $25.00 does not cover the cost to registers the vehicle, can not be applied towards the fee to registers the vehicle, the state of Ohio will not "credit" or "refund" me this $25.00 feel, and the dealership was never to charge me this fee per BMV. So i had to pay the full fee of $62.00. The dealership owes me this $25.00 fee. I want this amount mailed to me in the form of a check.

  Business Response

  Date: 01/11/2024

  GOOD AFTERNOON,

  TO WHOM IT MAY CONCERN,

  I CONTACTED *** ******* REGARDING THE $25.00 FEE. I EXPLAINED TO THE CUSTOMER THAT WE NEVER OVER CHARGED THEM. $20 WAS FOR TEMP TAG & $5 ELECTRONIC FILLING FEE, TOTAL $25.00

  THANK YOU.

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

  Customer Answer

  Date: 01/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  *** ******* ******* called me January 11, 2024 at 4.18 p.m. from phone number ************ explained his position on this matter. I explained my position this matter. I was transparent in this phone call that the information *** ******* gave me is completely differently than the information i was given by his associate Brian on the day i purchased the car on 3 November 2024.

  After several minutes of talking on the phone, *** ******* said he will get with his  account department tomorrow 12 January 2024 and have check created for $25.00 and mailed to me in 4 to 5 business day. *** ******* stated he does not want to lose my business for $25.00 and is more than happy to accommadate my request. I accepted that offer. However, in fairness, to ensure this happens I would like to keep this BBB complaint open until I receive the check which would be next week. Upon receiving that check I will send message to BBB that I got this check and then can close out this matter. 

  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/11/2023

  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.

  We took our 2017 Kia Sportage into Matt Castrucci Kia for repair on 1/3/2023. The engine was sputtering. The have not fixed the issue as of 5/11/23. We purchased the vehicle on 3/13/21 with 61,349 miles. It has 78,251 on it now. We continue to get the runaround and the vehicle is still not repaired. We also bought the extended warranty that expires in 2024. Need help in getting the engine to work so we can use it.

  Business Response

  Date: 05/17/2023

  General Manager reached out to the customer, and explained we as a dealer are waiting for Kia the manufacturer to get back to us. Kia National is backed up and it will be awhile. Our GM also offered to buy his vehicle from him at the same price he purchased it from us 2 years ago and the customer stated he likes his vehicle and wants to keep it. We will continue to try to expedite this with Kia National to help our mutual customer however we have no control over Kia Nationals actions.

• Initial Complaint

  Date:03/07/2023

  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.

  I had scheduled my vehicle for oil change & tire rotation on Friday, 3/3. I was checked in by *******/service advisor. Later, I was told while waiting for the completion of work by ******/service advisor, that "someone had tightened the drain plug too tightly & the technician could not get it off." I was brought back to see the evidence. What I saw was the drain plug twisted into the washer & drain pan with striation marks around the plug. ****** stated that the last person to do the oil change must have tightened too tight. I replied that my son, who is also an auto technician, had previously had possession of the vehicle & had completed the servicing on the vehicle. I spoke with my son who reported he had completed the oil change & it was torqued to OEM specifications with a torque wrench. On Monday, 3/6, I spoke with ****** & advised that the car had not been brought to them damaged. I reported what my son had told me to ******. I told ****** that I would pay for the oil change, tire rotation, & technician's hours for working on the vehicle, but the damage was done by their establishment & I did not feel it appropriate to pay for a new drain pan and plug. ****** became argumentative, I requested to be transferred to the service manager. While explaining my position, the service manager/Melissa also became argumentative & inappropriate. I authorized the work after Melissa threatened to withhold my vehicle & charge a diagnostic fee. I called the same day, speaking to ******, requesting the oil pan/drain plug be placed in a box & in my trunk. I picked up my vehicle, paid the cashier & was surprised by the end bill as it was not what was quoted. I checked the trunk, the part was not present there or in the cab. I went inside and spoke with ******* & ****** about the part. ******* told me he would LET me take a picture of it. At that point, I demanded the part & it was handed to me, there after I left.

  Business Response

  Date: 03/09/2023

  GOOD MORNING,

  I DID CONTACT ****** ****** AND I DID LISTEN TO HER CONCERNS. WE DID ADDRESS THE ISSUE AND I AM SENDING THE CUSTOMER $ 100.00 FOR ANY IINCONVINIENCE.

  I DO APPRECIATE TAYLOR FEEDBACK.

  THANK YOU.

  Customer Answer

  Date: 03/11/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/21/2022

  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.

  Prior to purchasing a 2007 Ford F150 XLT on 10/29/22 from Matt Castrucci Auto Mall, I asked for the Service Record. I was told I couldn't see it since the Service Dept was closed but I could have it on Monday. The vehicle appeared to be in good shape and I did take it for a test drive. The sales rep is one that our family has purchased 4 or 5 cars from in the past and we've been pleased with past purchases. We decided to buy the truck which was As Is. Again given our past experiences with previous purchases we didn't anticipate any problems.
  
  When I did receive the Service Record for the truck, all it said was UCI. The sales rep told me the service department told him UCI had to do with the oil system.
  
  After having driven the truck a few more times, I noticed the front brakes were spongy. My wife and I decided to take it into ******* **** by the Dayton Mall to have an oil change and vehicle inspection done. We dropped the truck off on November 11th. Later that day we got a call telling us of all the problems with the truck. The Front struts were broken and the front brakes were almost totally gone. There were some leaking seals and it was recommended to do some fluid changes and replace the radiator hoses. The truck was finished on November 12th and ended up costing $3337.08 overall.
  
  Broken front struts and brakes being 70% to 80% is a safety issue that should have been listed or caught on their vehicle inspection service record.
  
  I called the Sales Rep on Monday 11/14 and told him about it. I explained I knew that As is means As is but that the service record didn't show it so it was missed by Castrucci. Had I know that I never would have bought the truck. I asked to be reimbursed the $1478 for the struts and brakes. Today 11/18 I was told by him his manager said no. It was As is even though they didn't disclose the broken struts and bad brakes on the service record.

  Business Response

  Date: 11/26/2022

  GOOD MORNING,

  I DID REACH OUT TO THE CUSTOMER AND HE UNDERSTAND HE BOUGHT IT AS IT IS BUT WE TOOK CARE OF HALF OF HIS $1400 BILL AND HE CAME IN 11/25/2022 @ 11AM AND PICKED UP A CHECK FOR $700.

  THANK YOU.

  Customer Answer

  Date: 11/29/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******