ComplaintsforTaylor Kia of Lima

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded my 2005 chrysler town &country mini van for a 2017 nissan pathfinder at TaylorKia in Lima.They gave me $200 for my van.I told them I could afford $300/month& **** ******** said $320 so I agreed.After being there 5-8 hrs I received paperwork that showed my payments were bi-weekly, $640/month.I was reassured multiple times that if anything went wrong within the first 3 yrs or 30,000 miles they'd fix it for free unless it was normal wear &tear.A few days later it wouldn't start until 12 tries later& I got it to Kia.They kept it& fixed a sensor.After giving it back to me it didn't start the next morning until 7 tries later.I took it back& asked where my van was because I didn't want this it had too many red flags.Also the check engine light was on &I was told something was just fixed &they'd turn the light off before I left the lot.Since I was there so long already I didn't turn around when I noticed it was still on.When I took it back the 2nd time they had it a while &I text checking up on it &they responded& I have the proof.They found too much oil in the engine.I didn't know this was very bad& could cause the engine replacement I now need according to Nissan.I drove it 2days &2 more lights came on &my engine light was flashing.I called for 1 month straight with no call back.I came in in February& he charged me $250 for a diagnostic& around $70 for an oil change I didn't ask for. I got this receipt but when I asked for my records showing too much oil was in it before they said it wasn't there which isn't legal and shows they're hiding something.They knew it was going to completely fail& didn't want to be held liable.I have 5 children &a mentally disabled husband who doesn't get assistance.Also 4 days after the oil change in Feb 2023 I went to car zone for new spark plugs which also could've been caused by the extra oil.I have a receipt where once again the oil was overfilled.My loan is around $24-26,000 and today it wouldn't start stranding me and my daughter

  Customer response

  10/23/2023

  Here is my warranty contract with AUL. My husband ****** is listed with me but I make 100% of the payments. Also the date we first got it was 12/8/22 and the first date it didn’t start was 12/20/22 and I have texts to prove it even tho Kia deleted the service records

  Business response

  01/03/2024

  [BBB Transcription via Attachment]

  Thank you for bringing the concerns of valued customer ******************************* to our attention. I have now had the opportunity to receive a response from individuals familiar with this transaction and have been advised of the following. 
  Service Manager, *******************************, provided the following summary of facts: 
  *************************** was last in for service on March 16, 2023. Repair Order #***** indicated a check engine light and clunking noise. Diagnostic codes showed P0300 random cylinder misfire, p0302 cylinder #2 Misfire and P0430 Bank 2 Catalyst inefficiency. 
  The Service Technician evaluating the issue for Taylor Kia of Lima, recommended replacing the spark plugs prior and then test-driving vehicle to see if the check engine light would be cleared. Customer declined replacement of the spark plugs (denied by service contract due to this being a maintenance item). 
  After changing the oil and filter- at the oil level was checked twice and it was noted to be right at the full mark 
  Pd: tln 
  BBB Complaint/ *************************** 01 02 2024 
  The Customer eventually had spark plugs replaced elsewhere and the oil was over full. 
  The vehicle was dropped off on April 5, 2023 due to waiting to call back because we did not have service loaner to give her at the time. Repair Order # *****. The repair orders as follows: 
  Job 1 customer states the left cv joint is making noise when turning 
  job 2 customer states the oil over full and noticing timing chains are noisy on startup 
  job 3 customer states the *** light and vehicle vibrates coming to a stop. 
  Manager, ********* personally drove the vehicle and noticed a front suspension type issue as well as a clunk but only when steering from one direction to the other. CV axles typically make a constant clicking noise while turning and in motion. 
  A ****** Service Technician inspected the suspension. It was detected that the suspension cradle bushings are loose causing the clunk/pop noise from side to side. 
  The subframe appears to have non replaceable bushings which requires the subframe to be replaced. The cost for this repair was $1,649.99 in parts plus 
  17.1 hours labor per on demand labor time guide which is $3,150.00 in labor without tax This repair was declined by the customers extended service plan company, AUL. 
  The *** issue is actually rotor pulsations when coming to a stop. Rotors either need turned or replaced. Rotors have to be measured to see if they are within DOT spec to be turned. 
  P0430 Bank 2 catalyst efficiency is causing the check engine light to be illuminated. To repair this requires the bank 2 catalyst to be replaced. It is part of the exhaust manifold and does require gaskets to be replaced which repair was also denied by AUL. 
  Manager, ********* recalls the customer having no start issues or hard starting issues that the ****************** could not duplicate when it was super cold out during the winter months. 
  The Service Manager checked with ********************* and they had no records of it being serviced there. ********************* confirmed that these engines have timing chain rattle and start up cold issues when they are sludged up due to inadequate oil changes. Taylor Kia of Lima would not know the service records of the vehicle previous to inspection. 
  The above information was relayed to the customer. 
  I hope that this information helps to fully address the concerns of ***************** 

  Customer response

  01/10/2024

   
  Complaint: 20763149
  
  I am rejecting this response because:
  ******************************* informed me that he wasn't service manager during my first issues. Shortly after purchasing my pathfinder it failed to start, almost costing me my new job. This was 12/20/22 which I will try to provide screenshots for if they will upload due to *** claiming to have no record of this. At the time of service I didn't think to ask for a reciept for records because I trusted them and didn't have to pay. 12/21/22 ************************* text me my car was ready. 12/22/22 I had the same issue and had to return it which is when I asked if I could get my *** I traded back because I saw too many red flags and it wasn't even 15 days and I'm paying $640/month. I was reassured they'd cover anything within the 1st 3 years or ****** miles. 12/27/22 I got it back and upon picking it up was told all they found was the oil was a little too full so they took some out and it's fine they said. I didn't feel comfortable especially a few days later when my check engine light started flashing and 2 more lights came on. I called from that day at the beginning of january til February something, one month of voicemails with no return calls. Realizing they'd never call, I took it in on 3/16/23 to have it diagnosed only. They gave me an oil change I didn't ask for and wasn't even due for for 1 more month so I was forced to spend more money. I have 5 children and a tight budget they just are out for money. I denied the almost $900 spark plug job because I new it was an overcharge so I took it to a trusted auto shop, ******** 3/20/23. I asked ******* to check for any issues because I expected more because I finally saw through ***. He wrote his findings on the receipt provided. Then he informed me of how serious this was and how much damage it'd cause and how it could cause engine failure. 10/20/23 it failed to start and ****** found it to be a complete loss and needed replaced for $11,220.89. The extended warranty I pay for paid all but $1006.16. I got it back 1/4/24 3 engines later it was so hard to find a decent engine. I don't believe someone would lie about it being at ****** but it was there for my front end control arms months prior as well. *** said it was my subframed needing done for $5000 and it wasn't under warranty. It was actually my control arms and they were under warranty thank God. After all of these issues I still owe $22-23000 and am asking you to let me give this back in exchange for the *** I gave you guys. Of course by now you've sold it so I would like to exchange this truck for a lower priced mini*** on your lot which I would want to have inspected by an agreed upon mechanic, not ***'s
  Sincerely,
  
  ***************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had taken our 2014 Kia Sorrento in because it was burning oil and I felt like it needed some work. They had it for a couple days told us that they are covering $3000 worth of work so then I had to figure out a rental car which they didn’t give me anything to take home or anything at the time and when they did the inspection and told us about the work that needed done They still didn’t give us a rental car or any information on one got told they had three rentals but they are never there because they are always in use and knowing the problems with the car they still sent me home and told me that they top the oil off and I will be OK until the parts come in The following week I had called them numerous of times to figure out what’s up no one answers the phone and the problems that were supposed to be fixed on their end had turned into a bigger issue causing the motor to blow up then had told us that it was lack of maintenance and that it was our fault just don’t know why it’s our fault when we took it there a week and a half prior to it blowing up and then knowing the parts that needed fix could cause the motor to malfunction but yet sent us home in an unsafe car and got told The reason why they sent us home and it was because we needed a vehicle

  Business response

  10/28/2022

  Please see the attachments. 

  Business response

  11/03/2022

  [BBB Transcription via Attachment]

  ****** AUTOMOTIVE 
  ****** KIA 
  ******* **** ** ******* ****** 
  ******** ***** ****** **** ** 
  ***** * ** ** ***** **** 
  ****** ******** **** ** ******* ****** ******* ** ***** 
  ************ ****** ********** 
  ******** **** ******** ***** ****************** 
  ****** ******* 
  *********** ***** ***** ********  ******** ***** ** ***** *** ****  ******* **** ** ******* ****** 
  ************ 
  *** 
  NOV 2 2027 
  ---******* 
  BETTER BUSINESS BUREAU ******** **** ******** 
  LOCALLY OWNED, LOCALLY COMMITTED 
  Mailing Address: ** ** *** ******* ******* ** ***** 
  ***** 
  -- 
  .. 
  . 
  - 
  ----- 
  October 28, 2022 
  - 
  -- A 
  ********** 
  -- 
  ****** 
  ******** ****** BBB Investigator & Dispute Resolution Coordinator RE: Customer ****** ***** ****** Kia of Lima : #******** 
  Sent via email to ***************** 
  * 
  - 
  ** * 
  Dear Ms. ******, 
  Thank you for forwarding the complaint of customer ****** ***** to our attention. As we discussed on our telephone conversation, for some reason I am not receiving the BBB complaint emails. I do note that my assistant ****** *** did receive your email today. Going forward please make sure to send any future correspondence, including complaints to both myself and ****** ***. You are also always welcome to fax a copy to ************. 
  Relative to Mr. *****s concerns I have now had the opportunity to have Service Manager ***** ******* review the BBB complaint. I am advised of the following facts. 
  The customer brought in his vehicle into the Service Department of ****** Kia Lima because the engine was leaking oil. The vehicle did have extended service plan coverage with a third-party service warranty company. This company was contacted and an adjuster from that company was scheduled to come out to inspect the vehicle. The company advised that it could take up to 48 hours for the adjuster to inspect the vehicle relative to any service claim, 
  The customer refused to pay up front for a rental vehicle. The dealership could not authorize a rental vehicle without the consent of the third-party warranty company, which would be the one covering the cost of any rental vehicle usage. 
  The service department technician topped off the vehicle's engine oil and told the customer to monitor his engine oil level carefully, and limit his driving. The customer then returned the vehicle to the dealership when the adjuster was on site for his inspection. 
  After the adjuster inspected the vehicle, it was determined that the engine failure was the result of the oil being in a "sludged up" condition as a result of failure to perform timely oil and filter maintenance. As a result, the third-party service warranty company declined the warranty claim. 
  As you can see this is an issue between Mr. ***** and the third-party service warranty company. Certainly if Mr. ***** has any records to refute the warranty company's claim that he failed to timely change 
  maintain the oil and filter it would be in the best interest for Mr. ***** to present such records to the warranty company to see if they would reconsider their claim denial. 
  I hope this helps to address Mr. *****'s concern. 
  ******* ******** 
  ---***** 
  Very truly yours, 
  ****** AUTOMOTIVE GROUP 
  ***** A. ******* C.E.O. and General Counsel Direct: ************ P.*********************** 
  w/enc. cc: ******* ** ****** 
  

  
  

• Initial Complaint

  05/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  May 15th, 2022 I went in to look at a car that I had an appointment to see. Once I arrive and fill out paperwork to have my car appraised, **** stated that she "could not find the car I wanted to look at" and that it had been "lent out" to someone. I test drove another car about the same, different color. I liked it and they offer me a lower price since they didn't have what I wanted. I go through to do the financial paperwork where ***** states that a warranty is INCLUDED in my contract. NEVER ONCE did he say I would be PAYING for this. I sign my papers and go home. After reviewing all the documents, I notice that I was paying for GAP coverage. ***** NEVER disclosed anything about adding this on, nor did he ASK ME IF I EVEN WANTED IT (Which is a must!!). I also see that there is a $3,000.00 charge for the warranty he in fact told me was INCLUDED (to me that sounds like it should be free, right?) He ALSO told me I would get 3 "FREE" oil changes.... Guess who has a charge of $179.00 for oil changes listed.... THAT'S NOT FREE WHEN I AM PAYING FOR IT! This "warranty" also included $200.00 charges for "wheels and tires". I text **** to ask if he is in yet and she did not answer for a while so I call in to try and get ahold of *****, to which the lady that answered says "He is with another client". **** then responds and says he isn't in until 11:00AM that day.... HMM Someone is LYING in that office. I asked to get all of this taken off, to which ***** told me it would be $75.00 EACH to cancel. I said where does it say that at in my paperwork? He eventually said he must not have scanned that page when he printed for my records and that he would send it over text to me. I NEVER SAW THIS PAPER UNTIL HE TEXT ME IT. They are charging me for something that I NEVER KNEW ABOUT, and then ADDING ANOTHER $150.00 TO CANCEL IT!!! I want my money back on the cancellation of those warranty's.

  Business response

  07/18/2022

  RE:     Consumer Complaint #********
              Consumer Name:  ****** ******
  
  Dear Sir or Madam:
  
  Thank you very much for forwarding the concerns of our valued customer, ****** ******, to my attention.  I have now had the opportunity to obtain the necessary information from the various individuals involved in the transaction and I am advised of the following facts:
  
  As is standard business practice, any product which was either offered or requested for purchase directly by the customer would be fully explained to the customer, along with the cost of that product. 
  
  The customer would have been given the opportunity to review any documentation and ask any questions to their full satisfaction.
  
  Finally, the customer’s request to purchase the product would have been memorialized several different documents, including the Retail Buyer’s Order, Final Acceptance Coverage, and individual documents for said products.  In addition, the customer would have also signed documents in which they represented that they had the opportunity to have any questions that they had fully answered as well as to carefully review all documents before making any final decisions to purchase the vehicle and any related products.  
  
  For your reference and review, I am enclosing a copy of the various documents referenced above. 
  
  Although the customer did, in fact, voluntarily purchase the various mentioned products, please be advised that the customer can voluntarily cancel these products.   The applicable refund would of course be prorated and if the vehicle was financed with a loan from a financial institution, the refund amount would be applied toward the principal of the loan pursuant to standard practices and the agreement with the financial institution.
  
  Relative to cancellation fees, even though the customer did voluntarily purchase the products, as a gesture of good will, Taylor Kia of Lima is willing to waive $75.00 of the cancellation fee.    
  
  I hope this helps to fully explain and resolve this matter. 
  
  As always, if you should have any questions, address this matter and how Taylor Kia of ****** has attempted to resolve it.
  
  Very truly yours,
  
  TAYLOR AUTOMOTIVE GROUP

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

  CEO & General Counsel
  Direct:  ************ 
  ************************

  
  

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Me and my husband put 3,000 on a car that we do not have because they kept our car from us and will not give us the car back so my husband can get to work and I can get to Dr appointment. I have cancer and they threatened us through text saying if we wrote a bad review that we would not get our car back. They kept our money and vehicle. Told my husband that they fixed our bumper to come and pick it up with their loaner car and when him and my 10 year old daughter got to the dealership they kept our vehicle and made my husband and 10 year old ride with a sales person. My 10 year old was in tears when she came home. This is wrong. We didn't get the car for a full month. Our payment isn't due until the 24th. We are entitled to either our money back or the car. My husband is about to loose his job because of this.

  Business response

  11/08/2021

  Consumer Response /* (2000, 17, 2021/09/15) */ We resolved our issues thank you for everything. I am closing my case out and we made our car deal.

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