Complaints
This profile includes complaints for Taylor Kia's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 34 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/13/2023
Type: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.
On 10/2/23, I drove my car to the dealership for service due to an oil leak. They replaced the valve cover gasket and spark plugs tube seals. A coolant exchange was also done for $751.37. When I picked up my car the next day I noticed that it was running rough and in fact worst then before the repairs happened. My car completely cut off. I immediately called *** and let him know I was still having problems with my car. My car would not start so I had to pay to get it towed back to the shop. I was informed that the oil leaked that they fixed the day before it wasn’t noticed that it was another leaked that needed fixed. They now said I also need a new alternator and battery. For context, I had the engine serviced and a new battery by them within the last two years.
I picked my car up today , after paying an additional $1,043.27 only for my car to still be having the same issues. It likely won’t start tomorrow and I will be stuck with the bills again for needing it towed and car rental. I believe it is unethical practices happening. Each time there is something new that need fixed. Almost $2000.00 wasted for nothing.
Business Response
Date: 10/17/2023
[BBB Transcription via Attachment]
Dear Ms. ********:
Thank you for forwarding the concerns of valued customer Mr. *** ***** to our attention. I have now had the opportunity to receive a response from individuals familiar with this transaction.
I am advised by Service Director, *** *****, the following facts pertaining to this matter. The original issue with the engine was a significant oil leak. This problem was addressed pursuant to Repair Order *****. A copy of that Repair Order is attached for your reference and review.
Mr. ***** further advises that this significant oil leak resulted in the damage to the alternator and its ultimate failure. Please see repair order ****. Neither the oil leak or alternator failure were caused by the actions of ****** Kia.
I hope that this helps to fully explain the concerns raised by valued customer Mr. *****.
Very truly yours,
******* *. ******Initial Complaint
Date:10/11/2023
Type: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.
A couple of months ago, I had got the anti-theft software installed in my Car, which is a 2019 Kia Forte, and when they had installed the software. They told me I have to go to the place I had got my Car Starter from and get it reset, because of the anti theft software they installed into my car. When I took it to the place which is ABC Warehouse, and ABC Warehouse said I have to pay $80 for this. I shouldn't have to pay for this because of a mistake Kia made.Business Response
Date: 11/07/2023
[BBB Transcription via Attachment]
Thank you for bringing the concerns of valued customer Ms. ******* ******* to our attention. I have now had the opportunity to receive a response from individuals familiar with this transaction review our complaint and are advising the following.
The subject remote starter system is an after-market product. This was not a remote starter installed by the manufacturer and accordingly, Kia Motors, would not cover such a repair. That is why the customer was advised they need to go to back to ABC Warehouse, which is the business from which she purchased this after-market remote starter.
If this had been a potentially defective part installed by the manufacturer, as a franchise Taylor Kia Service department could have advocated on behalf of the customer with the manufacturer.
I hope that this helps to fully answer Ms. *******s concerns.Customer Answer
Date: 11/14/2023
[BBB Transcription via Attachment]
To whom it may concern, my car starter was working perfectly find, until they installed the anti theft software, and they should of came to me first and told me that installing this software will shutdown my car starter. Also telling me that I would be left paying the bill also. They never gave me that chance to make any decision. They just simply installed this software and left me paying for their mistake.
Initial Complaint
Date:10/09/2023
Type: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 took my 2019 ******* to this location in august with complaints of the vehicle not accelerating. They advised the vehicle had a bad speed sensor that was bad as well as breaks. Fast forward less than 2 weeks later, the vehicle was broken into with attempts to steal it using a USB charger. An insurance approved shop made the repairs but the check engine light appeared, the vehicle was recommended to be taken to *** where they were rude, the manager never called back for updates and have now had the vehicle for 3 weeks and are now charging a diagnostic fee for what is now seeming to be an extension of my original complaint of why the vehicle wast accelerating (ignition coils and spark plugs). This has been ongoing for 4 weeks now and the service staff has treated us like we were not customers completely ignoring our calls and concerns and talking to us like we were nothing when we finally got in touch with someone. They NEVER answer their phone, you get voicemail everytime .Business Response
Date: 04/02/2024
[BBB Transcription via Attachment]
Dear ********************:
I am sorry to hear that the customer feels that they were not properly heard or treated. I am advised by Taylor Kia of Toledo's Service Manager, *****************, of the following information.
Customer originally came in to the dealership with a complaint on August 1, 2023. The customer complained that the vehicle would intermittently feel like it was not properly accelerating. Despite inspecting and test driving the vehicle this problem could not be replicated. The customer was not charged for this diagnostic service.
The customer then returned to Kia ****************** on September 12, 2023. The customer advised that the check engine light was activated. An inspection determined that cylinder Number two needed the coil replaced. The customer declined the recommended repair. The customer was only charged for a diagnosis of this issue.
I hope the above helps to explain and address the customers concerns.
Very truly yours,
TAYLOR AUTOMOTIVE GROUPInitial Complaint
Date:08/14/2023
Type: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.
On or about May 2023 I purchased a Nissan Rogue from this business. I was told thus vehicle has a multi point inspection. After I got it home I found a bottle of tequila 1800 in with the spare tire. 2 weeks later the a/c quit blowing air. The cabin filter was so clogged air would not come out of the vents. The engine air filter was clogged had to be changed. Oil was never changed but there was a sticker on the windshield that said it was. All these problems I took care of myself. After a tire inspection I noticed something wrong and took it to Kia Findlay and they said the tires were out of balance, needed rotated, and front end alignment. This took an additional 2 weeks because waiting on approval from toledo and findlay Kia to have it fixed. I have been a customer of Kia since 2017 always taking me vehicle there instead of elsewhere to have maintenance done but after this I cannot trust them. When I requested the business owners info I was met with a roadblock and told it wasn't going to happen. I will never go there again nor will any of my family or my many contacts on Facebook.Business Response
Date: 08/28/2023
[BBB Transcription via Attachment]
Dear Ms. ********:
Thank you for forwarding the concerns of our valued customer Mr. ******* ******** to our attention. I have now had the opportunity to receive a response from the individuals to whom this complaint was forwarded. I am advised by Service Manager, ******* *********, and he provided the following facts:
Service Manager ******* ********* advises that the work for this customer was completed at the Taylor Kia of Findlay on August 2, 2023. The purchase and initial inspection were first completed at the Taylor Kia of Toledo dealership.
Service Manager ******* ******** also personally reached out and spoke with customer ******* ********.
I hope this helps to resolve Mr. ********'s concerns.Initial Complaint
Date:06/26/2023
Type: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 my car at Taylor Kia, Findlay, in March 2023. I noticed a problem with the transmission and took it in for service on April 18. Over the next 9 days my the service manager, **** ******, told me my car needed a new transmission and then I was told there was nothing wrong with it at all and I could come pick it up. I picked it up on April 27. The car was still having the same issue so I made an appointment to drop it off again on May 9 and told them I would need a loaner car. When I went to drop off my car, there was no loaner available so I took my car home. They said they would call me when a loaner was available. On May 18, I was told they had a loaner available so I dropped off my car and picked up the service loaner vehicle. I called for an update on May 24 and was told that they had ordered the transmission. I called for an update on June 6 and was told they were waiting on parts. I called for an update on June 12 and was told that the transmission had arrived and just needed to be installed. I called for an update on June 20 and was told that Ford service across the street would have to replace the transmission due to Ford's transmission history process. **** said he had tried calling Ford service over the last 3 days but that they have "proven difficult to get through to". On June 21, I went to Ford service and asked if they had received a call from Taylor Kia and they said no. They gave me all the information they would need in order to perform the service (contract #, claim #, name & phone). I immediately took this information to ****. On June 22, I called Ford service to see if they had been contacted by Taylor Kia and they said no. I have documented every contact with Taylor Kia.Business Response
Date: 06/27/2023
[BBB Transcription via Attachment]
Dear ********:
Thank you for bringing the concerns of our valued customer Ms. ***** ******* to our attention.
I am pleased to inform you that I have now been advised by the individuals involved in this repair
that her vehicle has now been scheduled for a replacement transmission to be installed on July 5, 2023.
I am informed that part of delay in getting this transmission replacement scheduled, stems from
needing to have the Extended Warranty company inspect the vehicle, authorize the repair, order a
replacement transmission and obtain the necessary specialized tools from Ford Motor company.
I hope this helps to fully resolve this matter.
Very truly yours,
TAYLOR AUTOMOTIVE GROUPCustomer Answer
Date: 06/27/2023
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:05/09/2023
Type: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 new vehicle in August 2019. Within 2 months water was collecting in my dash and falling out when I turned. I called the dealership. They said to.bring it in.
The first time this was addressed was 10.25.2019. At that time I was told it was no big deal. It's a design flaw. I was asked where I kept it parked by the service department. It was purchased 8.15.2019. It had been going on for a week or so before it had gotten into the dealership because I was hearing a sizzling/sloshing when turning.
The following October I had the same issue again. My work order states the car had water "dripping" from dash. I was again told it was no big deal.
In this the next few months I started having issues with my infotainment center and other electrical issues.
When mentioning the issues to service they said there was nothing they could do unless it I brought it in when it was happening.
July 2020 I had significant issues. The controls stopped working for the radio. No buttons were responding. After turning off the vehicle the electrical system still didn't shut down. I called the service department.
The next time I was in I told them there was a problem. They again told me they couldn't do anything cause it wasn't happening despite me having a recording of the issue.
This glitch caused an accident that was reported to Kia April 2021.
I have ongoing documentation of the issue.
Now my vehicle completely lost power on April 24th.
I did not purchase a new vehicle to have this many issues. My father is a disabled veteran and relies on me for transportation. I am his caregiver. This whole experience has been a nightmare.Customer Answer
Date: 05/09/2023
The vehicle was purchased at Taylor Kia 6300 W. CENTRAL AVENUE, TOLEDO, OH 43615
Business Response
Date: 07/06/2023
[BBB Transcription via Attachment]
Dear Ms. ********:
Thank you for forwarding the concerns of our valued customer Ms. ******* ****** to our attention. I have now had our Service Director pull all records regarding this vehicle's repair history. I am advised of the following;
Ms. ****** purchased a new Kia vehicle in August of 2019. I am sorry to hear that she began experiencing problems with this vehicle within several months. Please be advised that her vehicle would have been covered by Kia Motors extensive factory warranty. If in fact, the vehicle has some type of factory or design defect, Ms. ****** might have been able to pursue a lemon law claim with the manufacturer for a refund of her purchase of this new vehicle. I am told that this did not occur.
Service Director *** ***** has provided me with the only two repair orders performed by Taylor Kia of Toledo relative to this 2019 Kia Sorrento. As you will see, the last time the vehicle was in for any repair work was way back in October 22, 2020.
In terms of the customers request for a refund of her purchase of the new vehicle, this is a matter which would be solely between the coatomer and the manufacture Kia Motors of America.
Certainly, when applicable the dealership will and has advocated on behalf of the customer to help this manufacturer in addressing the repair issue or even providing a refund.
In the particular case, it does not appear that Ms. ****** ever applied or qualified for a resolution pursuant to which Kia Motors of America would purchase back her vehicle.
I hope this helps to fully address Taylor Kia of Toledo's understanding of this matter.Initial Complaint
Date:03/15/2023
Type: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.
Criminals charging $15,000 over msrp. How are people supposed to survive? Treat people fair and advertise your prices honestly. Your website says msrp, then when you get them on the one you bring up market rate adjustment charges. Stop lying and wasting customers tomes by misleading with those listed prices. It's illegal to false advertise those prices on your website and kia.com.Customer Answer
Date: 04/18/2023
Not sure if they are adding 15,000 to all vehicles or just popular vehicles, or just to me.
All those fees referenced would never add up to anything near 15,000. Most likely if adding sales tax and fees about 3,000.
They said on the phone it was a market rate adjustment. So it would be MSRP plus 15,000 market rate adjustment plus taxes and fees.
Also, they have called me and harrassed me on the phone call me inappropriate names trying to use a block number but it was easy to uncover that. I dont need to be harrassed. Not sure what they were trying to accomplish by doing that.
Business Response
Date: 05/01/2023
[BBB Transcription via Email]
Dear ********:
We have now had the chance to review this complaint including with our Marketing Director.
As you can imagine this has been a very unusual retail market place in the past several years. In particular there has been a huge issue with inventory in the automotive retail market place. As a result, it is not uncommon for new vehicle to sell for over the Manufacture Suggested Retail Price. The MSRP is only a suggested price by the manufacture to its dealer. There is nothing to prohibit the dealer from selling the vehicle for over or under MSRP. The free market determines the selling price of the vehicle.
Regarding the Kia Telluride SUV this is an extremely popular vehicle and quite scarce. MSRP result, throughout the market place, these Kia Tellurides are selling for $10,000 to $15,000 over sticker and even more.
The dealer price for the Kia Telluride is not advertised on our website. The website states dealer price, please contact us. The site also talks about the definition of MSRP and Market Adjustment.
Please note that Kia.com is not a Taylor owned or controlled site but is the one owned and operated by the OEM, Kia Motors of America.
Certainly, if Mr. ******* did not want to purchase the Kia Telluride at its current market price this is his prerogative and fine. It would be hard to imagine anyone would want to contact him and harass him for not buying the vehicle at the current market price.
It is anticipated as inventory levels increase that most common vehicles will return to being sold at MSRP or even lower. Again, prices are dictated by the market place.
I hope that the above helps to address the concern raised by Mr. *******.
Very truly yours,
TAYLOR AUTOMOTIVE GROUPCustomer Answer
Date: 05/01/2023
Complaint: ********
I am rejecting this response because: it was a carnival not telluride. Your website had the msrp price, when I called the first person told me msrp price. It wasn't until later when a gentleman called that the 15k was added which wasn't the advertised price. More over I didn't receive harassing calls until after I filed a complaint on Google. They didn't harrass me for not buying, they harrased me for filing a complaint. I totally agree with free market but don't advertise fake prices to get someone on the phone or in the door to then change the price to trap them into an emotional buying decision. Your salesman at first wouldn't tell me price unless I came in person but after arguing awhile he finally told me the 15k increase. I enjoy your response but it's obvious you chose to frame your response in a way to not actually address my complaint. Please just be honest in all forms of marketing and counsel your staff not to harrass people. They called my business line and all calls are recorded. It's not the smartest thing to do skmce it's beyond obvious.
Sincerely,
******* *******Initial Complaint
Date:01/20/2023
Type: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.
******* ** ******
*** **** ****** ******
********, **** *****-****
day phone : *** * *** * ****
January 14, 2023
Better Business Bureau 219 North McDonel Street Lima, **** 45801
Re:Steve Taylor's Automotive Family Dealerships
my futile requests to remove my late father's name from their mailing lists
To whom it may concern,
I do not know if you are able and willing to help me.
For six (6) years, I have made numerous futile attempts to contact Taylor Kia auto dealerships to remove my late father's name and address from their mailing lists. In vain, I have unsuccessfully attempted to report to them that my Dad, ****** ******, passed away on January 20, 2017. He does not own, nor does he drive, the 2014 Dodge Grand Caravan which he had bought from Taylor Kia of Findlay, ****.
Taylor Kia of Findlay / 3785 Speedway Drive / Findlay, **** / 45840 / (419) 931-8481
I now live in my parents' home at *** **** ****** ****** in ********. As his son, I have my Dad's family name of ******. I continue to receive mail from the United States Postal Service which is addressed with my parents' names.
I have sent letters, addressed to Taylor Kia - **** locations in Lima, Findlay, Perrysburg and the corporate office in Canton. Once, I had sent a letter to Steve Taylor at Taylor Kia of Findlay by Certified Mail with the post card acknowledgement attached. He never sent the return postcard receipt. I have enclosed copies of my Dad's obituary (see enclosed). Over the years, to no avail, I have called to speak to customer service at Taylor Kia of Findlay to remove my Dad's name.
I had received by mail on January 12, 2023, the enclosed advertising flyer with my late Dad's name and address.
Would you be so kind to help me in contacting Taylor Kia of Findlay and Taylor Kia Automotive Family Dealerships to remove my late father's name from all of their mailing lists?
Thank you for your kind help.Business Response
Date: 02/13/2023
[BBB Transcription via Attachment Email]
Thank you for forwarding the complaint of Mr. ******. It is my understanding that Mr. ****** wants his deceased fathers name, Mr. ****** ****** ******, removed from Taylor Kia's the customer mailing list. Please be advised that I have directed this request to out Marketing Director **** ******* as well as his assistant **** ********. Mr. ******** directly handles our customer mailing list. I am advised that Mr. ******** will take all necessary steps to remove Mr. ******'s name from any further customer mailings.
I trust that this will address the concerns of Mr. ****** J. ******. As always thank you for bringing this matter to our attention.
Very truly yours,
TAYLOR AUTOMOTIVE GROUP
***** * *******
C.E.O. & General CounselCustomer Answer
Date: 02/27/2023
[BBB Transcription via Mail]
Dear ********,
Steve Taylor's Automotive Family Dealerships BBB complaint ID 18866276
February 21, 2023
Thank you very, very, very much for your diligence to help resolve my six (6) year-struggle with Mr. ****** ** ****** and the Taylor Automotive Family of Dealerships.
You have made significant progress in only a few weeks' time to help remove my late father's name from the Taylor Family Dealership's mailing lists.
I had also sent a copy of my initial Better Business Bureau complaint directly to Taylor Kia of Findlay. I have not received a thoughtful nor courteous response from anyone at that location.
I thank you for sending me a copy of the response from Mr. ***** *. *******, C.E.O. and General Counsel for Taylor Automotive. I am overjoyed that Mr. ******* has finally brought this matter to the kind attention of Taylor Family Automotive Dealership's marketing director **** ******* and assistant marketing director **** ******** to remove my Dad's name from their customer mailing lists.
I accept Mr. *******'s proposal which describes prompt and diligent attention to resolve this matter. Time will tell whether or not there will be follow-through with Mr. *******'s action.
Thank you very much, ********, for your kind help. I greatly appreciate your thoughtful attention.
Very sincerely yours,
****** ** ******** ****
******* ** ******Customer Answer
Date: 10/23/2023
[BBB Transcription via Email]
Earlier this year, you had helped resolve my six (6) year-struggle with ******************** Taylor and the Taylor Automotive Family of Dealerships. In February, you had made significant progress in only a few weeks' time to get some action to remove my late father's name from the Taylor Family Dealership's mailing lists.
I had not received any mailings, addressed to my late father, *************************, for eight (8) months. That had been a pleasant and brief reprieve.
I live in my late parents' home. On Monday, October 16, this week, I received this letter (see enclosed) which had been clandestinely mailed from **********, ********. The envelope did not identify the name of the person, nor the name of the company, of the mailer. There is no postmark on the envelope. The envelope only denotes the post office box number. The letter's undated hand-written note is from the general manager at Taylor Kia of Findlay, ****, *****************. ************** enclosed his personal business card.
Obviously, Taylor Kia has put my late Dad's name and address back onto their mailing lists.
In February, you had sent me a copy of the response from ********************************, C.E.O. and General Counsel for Taylor Automotive. Although I cannot find the copy of ********************** letter, I had been overjoyed that he had brought the matter to the kind attention of the Taylor Family *********************** marketing team of *********************** and ************************* to remove my Dad's name from their customer mailing lists.
In my letter to you, dated February 21, 2023, I had accepted ********************** scheme of his prompt and diligent attention to resolve this matter. I mentioned in my letter to you, "Time will tell whether or not there will be follow-through with *** ********* action."
Unfortunately, his action was brief as it lasted for a mere eight (8) months.
********, could you help resolve this for me? It is very sad for me to continue receiving "offers" for my late father's 2014 Dodge Caravan from Taylor Kia. Three (3) months from now will be the seventh (7th) year of my Dad's passing.
I greatly appreciate your kind thoughtful attention.Initial Complaint
Date:01/10/2023
Type: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 vehicle was sold to me with what I believe was existing damage. On 12/23/2022 the vehicle overheated and left me stranded in negative nine degree temps. I was told I must have hit something hwoever, this is incorrect. I drove the vehicle the night before and had NO issues. If I had damaged the vehicle prior, it would never have made the trip the night before. Further, there wasnt any sign of radiator fluid in my driveway oir near my home on the road. The morning the car overheated, I was restricted to driving no more than 25 mph as the road conditions were icy. This can be verified as even the dealership was closed for Level 3 warnings of cold and ice.
I was blamed by the dealerships service dept rather than being treated fairly, as this is the 2nd time I have had issues with this company and had previous complaints with the service dept. This is on record for my 2017 KIA Soul that also had to be taken back as the car they sold me had tires showing cable on the inside of the tread, almost getting my family and I injured.
I am requesting to be paid for the repairs completed by another shop and the towing as they completed the repairs at a fraction of the 1700.00 bill they tried to get me to file on my insurance even AFTER I stated I would knowe if I hit something.Business Response
Date: 01/18/2023
[BBB Transcription via Email]
Dear Ms. ****:
Thank you for bringing the concerns of our valued customer, ***** ****, to our attention. I have now had the opportunity to have the complaint reviewed by the individual familiar with the transaction. I am advised by the Sales Manager, *** *****, of the following facts regarding this
matter.
Mr. ***** **** purchased the vehicle on October 22, 2022 with 46,511 miles on the odometer. On December 27, 2022 Mr. **** brought his car in for service, complaining of issues of this used vehicle struggling over certain speeds and possibly overheating. At this time the Kia had over 51,016 miles on it
In addition, the 4,505 miles, it was also observed by the service advisor that the vehicles front end was now damaged from an accident. The Service Technician showed Mr. **** that the vehicle was acting the way it was due to the damage to the front end and under carriage. Mr. **** was also shown where the radiator and support were damaged and bent from an impact. This was the cause of the overheating and drivability issues.
Mr. **** claimed that he was the only one who drives his vehicle and he denied hitting anything.
The vehicles interior also smelled of radiator fluid consistent with something having happened recently. The Kia Service Department let the customer know what the estimate would be to repair the damage and fix the mechanical issue. ***** proclaimed the technician was wrong, even though he was shown the damage. Mr. **** threatened that he was going to get an attorney.
Mr. **** was politely explained that he would be required to pay for repairs to the body of the vehicle and the mechanical damage if he wanted Taylor Kia to fix his vehicle as it would not be covered by Kia manufacturer's warranty. In the alternative it was recommended that Mr. **** should contact his insurance company and make a claim for what certainly appeared to be damage from some sort of accident affecting the front of end of the vehicle and undercarriage.
Mr. **** did comment that maybe the damage occurred when he has his vehicle towed. Mr. **** further commented he was going to reach out to the tow company to have them address this issue. Mr. **** then called his insurance company, had a conversation with them and then a tow truck came and towed away his vehicle.
Kia Motors Consumer Affairs was also called, while the customer was at the dealership and KMA recommended to create a case number, which was done in case it was transportation damage.
The individuals involved with the original sale of the vehicle, as well as, when it was brought back by Mr. **** in December, advise that no one at Taylor Kia damaged Mr. ****'s vehicle, it was not sold to him in this damaged condition either and someone put 4,505 miles on it with no previous reported problems.
I hope the above helps to address the concerns raised by Mr. ***** ****.
Very truly yours,
TAYLOR AUTOMOTIVE GROUP
CC:
******* *. ******
***** *. *******
CEO & General Counsel Direct: ************
************************Customer Answer
Date: 01/18/2023
Complaint: ********
I am rejecting this response because:Tge vehicle was towed by KIA roadside assistance for overheating. The damage to the body was from the tow truck driver while en route to KIA. Further, it was discovered by the body shop while getting an estimate this vehicle had previous repairs covering up an accident prior to my purchase, therefore the warranty should still apply as this was not caused by me, the current owner.
Further, this was not disclosed to me as the vehicle was not “inspected” as indicated in the paperwork for this vehicle or this all would have been preventable.
Sincerely,
***** ****Business Response
Date: 02/02/2023
[BBB Transcription via Attachment]
Dear Ms. ****:
Thank you for providing Mr. ****'s response to our letter of January 17, 2023.
Mr. **** did not provide any new factual information that would change Taylor Kia's initial position and response. As previously stated, the vehicle was driven for over four and a half thousand miles after it was purchased with no issue with radiator fluid leaking and the engine over- heating. Mr. ****'s vehicle was towed into the Taylor Kia of Findlay Service Department. The Service Technician inspecting the vehicle observed that there was front end and under carriage damage consistent with damage to the radiator and radiator support. Such damage would have been the most likely cause of the recent engine over heating issue. Finally, it is my understanding that a Complaint was opened by the customer with Kia Motors Consumer Affairs regarding this
matter.
Mr. **** has failed to provide any factual evidence which would change Taylor Kia's position that it is not responsible for the engine over heating problems created by an accident- causing damage to the radiator and the radiator support.
Certainly, if Mr. **** should have any additional information, we would be happy to reviewCustomer Answer
Date: 02/02/2023
Complaint: ********
I am rejecting this response because:Per the body shop that inspected my vehicle, there is body filler in the fender and the front number cover was repainted to hide the damage. Body filler. This was a damaged vehicle that was sold to me damaged and covered up. Period.
Sincerely,
***** ****Customer Answer
Date: 02/06/2023
[BBB Transcription via Email]
***** **** <********************>
9:54 AM (20 minutes ago)
to me
Please note the tow date was 12/23/2022, not 12/26 as this was incorrect.
I spoke to *** at ***** *** towing personally that indicated they did damage my vehicle during the tow.
The photos below show no damage at the time my car was picked up from my residence.
Thank you,
***** ** ****
Sent from my iPhone X. Please pardon brevity.
Begin forwarded message:
From: ****** ******* <***********************************>
Date: February 3, 2023 at 2:20:11 PM EST
To: ***** **** <********************>
Subject: RE: [EXTERNAL] Fwd: Kia Pick Up Photo's
Thank you! We will get these submitted.
****** *******, Account Manager
***** **** State Farm
************
From: ***** **** <********************>
Sent: Friday, February 3, 2023 2:14 PM
To: ****** ******* <***********************************>
Subject: [EXTERNAL] Fwd: Kia Pick Up Photo's
Thank you,
***** ** ****
Sent from my iPhone X. Please pardon brevity.
Begin forwarded message:
From: **** ******* <************************>
Date: February 3, 2023 at 2:12:46 PM EST
To: ********************
Subject: Kia Pick Up Photo's
Reply-To: **** ******* <************************>
Here are the pick up photo's from your tow on 12/26/2023
**** *******
****** *. ******* III
* ******** Towing, LLC
************ ****
************ Business Phone
************ ***Initial Complaint
Date:12/22/2022
Type: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 was put in a 2020 Soul and its my dream car. At the dealership we asked multiple times how much the vehicle was and how much we were getting for both of my trades. No answers. When it came down to paperwork, he had absolutely no knowledge of the signing process what-so-ever. He didn't even offer to call the financing people to have them go over the contract with us. We were told to just sign and read. Considering at this point I couldnt back out because i just sold both of my vehicles to Kia, we signed the paperwork. I used to sell cars myself so I explained the arbitration clause. Everything got finalized on October 15th 2022. The day after the sale is when i noticed all of the paint damage on my vehicle that was not pointed out to me. There is chips out of the front fender, gouging in the drivers side mirror and scratches everywhere. Then I noticed a chip in the windshield. I contacted **** and informed him of everything and he even looked at my car himself. After day 4 of having my vehicle, he refused to answer my calls and texts. I left voicemails, i called and spoke with the operator who on multiple occasions said "Oh, I see him right now let me transfer you" and i was always hopeful until she asked my name. and then magically, "he wasn't there that day". It took 2 months of me texting and calling for an appointment to be set up to fix my windshield. I was never made aware when my warranty ran out. I bought the Vehicle with 57,054 miles. I was never made aware that my warranty ran out at 60,000? December 19th I finally got my windshield "fixed". When I received it back they did an absolute horrid job, it looks worse than it did when i sent it in.
I was trying to speak to Mick, apparently the sales manager, I got brushed off within 5 minutes of talking to him as he all but physically pushed me out the door. He would not listen to a single complaint I had and instead blamed everything on me.Business Response
Date: 02/08/2023
[BBB Transcription via Email]
Dear Ms. ********:
Thank you for forwarding the complaint of ***** ****** to my attention. I have now heard back from our Taylor Kia of Findlay Sales Manager, *** *****. Mr. ***** advises me of the following.
In review of our records it does not show that there was a customer by the name of ***** ****** who purchased or cosigned for the purchase of a vehicle on October 15, 2022 at Taylor Kia of Findlay. Please be advised that in order to respect the privacy rights of our customers we would need to obtain written consent from the customer, in order to disclose any information regarding their transaction.
This being said, as always Taylor Kia of Findlay will do everything reasonably possible to address any legitimate concerns of its valued customers. *** ***** even advises that although she was not a customer on the described transaction, the dealership has attempted to reach out to ***** ****** but has not heard back from her.
The customer or her representative is certainly welcome to reach out directly to Sales Manager *** ***** at ************* Ext. **** or F&I Manager or F&I Manager **** ******* at ************* Ext. ****.
I hope this helps to address the concerns raised by ***** ******.Customer Answer
Date: 02/08/2023
Complaint: ********
I am rejecting this response because:
I simply forgot to mention the account is under ******* ********
Sincerely,
***** ******
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