Complaints

This profile includes complaints for Jim Shorkey Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Jim Shorkey Kia

  12900 State Route 30 North Huntingdon, PA 15642-2585

  
• 

  Jim Shorkey Uniontown Kia

  1050 Pittsburgh Rd Uniontown, PA 15401-6224

  
• 

  Jim Shorkey Uniontown Mitsubishi

  1048 Pittsburgh Rd. Uniontown, PA 15401

  
• 

  Jim Shorkey Alfa Romeo

  14 N Anderson Rd Austintown, OH 44515-1702

  
• 

  Jim Shorkey Auto Group

  6370 William Penn Hwy Murrysville, PA 15668

  

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:07/10/2024

  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 took my truck to Shorkey Ford & paid over $250+ to have my truck evaluated because my engine light was on. I was previously there because of a recall for a tailgate issue (as of 7-5-24 my tailgate won't open). In regard to the engine light, they said they found the issue and fixed it, but it wasn’t fixed. I took it back for another evaluation & they said now it needs a "Nox Sensor" that would cost approximately $600,
  so now I needed to pay additional money for a problem they should have fixed the first time. I was so upset afterwards I gave them a bad review. Then I get a call about the bad review and they told me to come in & they will pay for that part & the labor if I change that
  review; so I did. They put the new part in and said I should be fine. I picked the truck up & went home. The next day it didn’t want to start. It took several attempts to get it started.
  So I called again & dropped the truck off again then got a call & they told me their mechanic started the truck several times & didn't have any issues. I picked the truck up again luckily I only live 5 miles away. I didn’t use the truck again until the next morning. And that morning, it didn’t want to start. When I finally got it to start, it now hesitates at 1500 rpm like it's going to cut off. I called again & had to leave a message & on 7-1-24, I got a called from my service advisor, Derek E****** *hat they are not paying for another part or any other costs & told me I could bring it back in again for assessment but I would have to pay for it. This time Derek was not as nice & was rather rude. His attitude was so bad today that I don’t even want to talk to him again.
  It didn’t start doing this until after I brought it to them the 1st time & they put in the initial part.
  So all the parts that they replaced 2 visits ago didn’t fix the problem. Now the tailgate won't open! The truck was not doing all of this when I initially brought it in. Now I don't drive it in fear that it will breakdown.

  Business Response

  Date: 07/15/2024

  *** ***** brought his Ford F450 diesel truck in for a check engine light, we confirmed the check engine light was indeed on, scanned for codes and found **** ***** ran the vehicle and the code through the Ford OASIS system and found a Technical Service Bulletin 18-2196 for vehicles built on or before 11/7/2017, checked the build date of *** ******* F450 and the build date is 10/19/2016 so the bulletin applies. Followed the diagnostics on the bulletin and **** ***** is the only code stored in the PCM as per the bulletin reprogram the PCM to level 110.02 or higher, the technician downloaded the updated software into the PCM. Then he cleared any faults from the system and reset the KAM as per reprogramming procedures. The client paid for the diagnostics and reprogramming of the PCM which came to $337.00 with the tax. On the client's way home the check engine light came on about 15 minutes after he left. He called in and spoke with Derek and he had *** ***** bring the vehicle back down, performed more diagnostics that we did not charge him for and found that **** ***** returned performed diagnostics and found the NOX sensor needs replaced. Derek also told *** ***** that we would only charge him for the part we would apply the labor he already spent towards the repair. Before *** ******* vehicle came back to get the sensor replaced . He received his survey from Ford and gave us a bad score, I offered to replace the sensor for free if he would fix his score and he agreed. He fixed his survey score, and we replaced the sensor at no charge to him. The actual parts and labor with tax for that repair would have cost $932.36, which our dealership paid for *** *****. The check engine light has not returned since we performed this repair* *** ***** has an additional concern now with his F450 that he feels we should be responsible for, we have looked at it once for him at no charge and we could not duplicate the concern. He now also has a concern of the tailgate not opening, the repairs we performed are not related to the tailgate in anyway the NOX sensor we replaced is accessed under the vehicle, we didn't open the tailgate while the truck was at our facility. The repairs he paid for have fixed the concern he had at that time, which was the check engine light being on, *** ******* F450 is almost eight years old according to the build date of 10/19/2016 and there very well could be additional concerns that he would be responsible for. Jim Shorkey Ford will not assume any more responsibility for *** ****** F450 and we will not refund him what he spent originally for the check engine light concern which has been repaired.

  Shawn P********* *ervice Manager, Jim Shorkey Ford

  Customer Answer

  Date: 07/29/2024

   I would like this re-opened because what Shorkey said was not completely accurate.  First of all, my engine light is still on and in regard to the tailgate, there was a recall on the tailgate that mentioned that the tailgate could open on its own, when I took it in for that, they said if I wasn't experiencing a problem with the tailgate there is nothing that needed done and now the tailgate won't open.  These were 2 different issues, I never said that the tailgate malfunction was coming from the NOX sensor.  
  I would appreciate it, if you would re-open this case because the engine is still on and since they replaced the NOX sensor, I am experiencing starting and stalling issues, the problem has increased since they changed the NOX sensor, I only had an engine light on when I first took it to them, I never had the starting and stalling issue before that.  The fact that my truck is 8 years old is irrelevant; I took it to them to find the issues and fix it, not play guessing games on what it could be.
  With the unfortunate family emergency that I just experienced, I would appreciate it if you would please, reopen my case and address what I mentioned above with Shorkey.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 07/30/2024

  Thank you for re-opening this case, I really appreciate it.  I forgot to mention in my previous email that I had purchased their oil change package for my truck.  This oil change package consists of 3 oil changes, only at their dealership.  Since they always serviced my vehicle, I recently bought a new package.  I have already used one, and due to all of the issues with this Ford dealership, I would also like to ask them to refund me the money for the remaining oil changes because I won't be using their dealership anymore.  
  I know I mentioned this previously, but after they replaced the NOX sensor, my truck hesitates to start and acts like it is going to shut off while I'm driving.  All of this was not happening before they changed that sensor.  My truck is 8 years old, but it is well maintained and only has 22,920 miles on it.  
  
  Thank you again for re-opening my case and I hope to hear from you soon.
  
  ***** *****

  Business Response

  Date: 08/13/2024

  **** *** ******
  
  We are sorry to hear that you had a family emergency. We believe the best resolution is to refund the $337.00 you have spent towards the check engine light repair, since the check engine light is on. Unfortunately, we can't repair your truck even though we followed the Ford diagnostic procedures, we feel it would be mutually beneficial to refund you what you have spent towards these repairs, and you can start fresh with a different dealership.

  Shawn P********* Service Manager, Jim Shorkey Ford

  Customer Answer

  Date: 08/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* however I had a question in regard to the oil change package that I had purchased and asked about in my previous correspondence.  That oil change package was only to be used at their dealership.  Does the $337 include the difference from the oil change that was left?  If possible, can you please provide an explanation of what the $337 represents?  If it is only for the portion for the engine repair, please let me know what my refund for the oil package will be.  

  I find that this resolution will be satisfactory to me after receipt of what the $337 fully represents.  Thank you again.
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/26/2024

  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.

  Please see attached "BBB Complaint Jim SHorkey.docx" My complaint is in this document as I am unable to type my full response here.
  My car was also purchased under ******* ***** my mother. But they should have the information under myself **** ********

  Business Response

  Date: 06/26/2024

  In regard to gap coverage, she had on her previous vehicle that was totaled we have no way of knowing if the gap coverage paid a claim or not on the total loss or if the insurance company covered the entire amount owed on the vehicle loan and the customer was refunded for that gap contract?  Furthermore, at the time of purchase of her current vehicle gap is always an option to be either accepted or rejected. We are currently still waiting on ********** to release her radio as well as several other vehicles with the same radio. We have kept her informed of this and let her know when the manufacture provides the parts, we will be able to fix. She has also been given jeep wave customer care number and they advised her that they are working on the problem and will update the dealers when they have parts. 

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  

  I was refunded the GAP coverage. I just feel when they knew I had purchased my vehicle there and they looked up my info they could have informed me of GAP purchase at that time instead of selling a car to me. Just seems like a sneaky move to make money when GAP would have covered this. I do not expect anything to come of this, but it should be known. 
  
  I have also put a message through Jim Shorkey’s website and no contact at all. In fact, the dates they gave me for my part to come in they indeed did call me and it was an automated message reminding me to schedule my vehicle for maintenance, all I want is the radio fixed. 
  
  My problem is the radio part. **********/Jeep is involved and they are stating all they can do is contact the dealer for updates. So, to sum up **********/Jeep puts all the blame to Jim Shorkey and Jim Shorkey puts all the blame to **********/Jeep. I am not getting a resolution from either. I just want my car to 100% which is what I paid for and warranty covers. I was sold a product they support but will not back if no part is available. 
  
  I have had to call most times to check on the part as well. They only updated me half the time when the part was due. I was patient for one month after that it is ridiculous to wait this long. 
  
  Knew vehicles are put on the showroom floor/website for sale used and knew but they wont fix a product that was previously sold. I just want my car to 100% as I paid for. This is not a wear and tear item it is a backup camera/radio/navigation. 
  
  Furthermore, I have contacted and left a message with no call back about the “auto start/stop” (when stopped they vehicle will shut down and when you release the break it will turn the engine on fully) and now that is not always working either but I have received no call back for this.
  
  Please, Jim Shorkey, I just want what I am paying/paid for. I don’t want anything extra just a resolution. It is hard times right now with the economy and me paying $380 a month for a vehicle that is not fully functional is hard. I struggle with backing up without they camera and am afraid to get into an accident. I can just afford this with the way prices are and can’t afford to buy a backup camera to add onto my car. Thank you. 
  

  
  

  
  Regards,
  
  
  **** *******

• Initial Complaint

  Date:06/25/2024

  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.

  Recently traded in Telluride- originally purchased extended warranties for the vehicle, that should still have a balance and were never used. Have left 3 messages over 5 days and still no call back from Dave D. Everyday they don’t return my call, it takes away from the balance I would receiving back.

  Business Response

  Date: 07/09/2024

  The warranty cancellation was handled and we reached out to the customer the day this initially came over. Thank you!

  Jesse W*******, General Sales Manager, Kia Wexford

• Initial Complaint

  Date:06/15/2024

  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.

  The date of transaction was 4/24/23.
  Price paid $27,276.23.
  To fix the paint on the hood of the vehicle when I first got it.
  The paint on the hood of the car was not fixed properly, the paint on the hood of the car continues to peel and crackle and there are swirls in the hood of the vehicle. When I called them about it they offered to give me a new car (Dick M***** manager) but continued to rush me and would not let me test drive the other car. I was I told I had 2 choices to get the car painted or to get another car. After I felt as though I was being rushed into getting another vehicle I asked for mine to just get a paint job on the hood and I was told that they are not doing anything and I proceeded to leave the dealership. The vehicle is still under warranty.

  Business Response

  Date: 07/01/2024

  *** ****** did purchase a vehicle off Jim Shorkey Mitsubishi in April of 2023.  She purchased a 2022 Eclipse Cross with 24,862 miles. At the time of purchase, the vehicle did have stone chips on the front hood and had those spots touched up with touchup paint.
  At the beginning of June of 2024, *** came back to the store complaining the paint was peeling off her hood, and we sold her a car with swirl marks on the hood. We explained that the stone chips would need to be touched up again, the vehicle paint was not peeling. We also showed her how the swirl marks in the paint are from washing the vehicle, and any used car you look at you will see swirl marks in the paint. 
  *** explained to us that she would never purchase a car with swirl marks in the hood, and her own mechanic told her it was a paint defect. She stated she wanted the hood painted to look like a new car and wanted us to fix it.  Again, as stated above she purchased a used 2022 with 24,862 miles on it. 
  To try to appease *** and help her out of the situation, we tried to show her other vehicles she could buy but she was not interested in looking at them, or paying any difference then what she was paying.
  We stand by the facts she purchased a used vehicle that we did touchup paint on, the paint is not peeling. Swirl marks will be on any car once it is run through a carwash or washed by hand with a dirty rag. We offered to help get her out of it and she would not look at any of the cars. 

  Customer Answer

  Date: 07/10/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  

  To whom it may concern!
  I *** ****** do not agree with Jim
  Shorky. ******* ****
  my car to the body shop to attempt to fix the situation and like I previously stated Christy no longer works at that particular car dealer shop, however she works across the street at Kia and she has stated that I'd anything happens to the paint again she will come get the car herself. Even though I purchased a used vehicle I would have never agreed to purchase a vehicle with peeling paint chips. It is being said I am at fault sue to the use of dirty rags and car washes that paint is peeling. The paint marks began to get bigger and bigger and also more everytime I looked. I only put 4,000 miles on the car in a little over a year. I do not drive far or too often. I feel like they covered the paint chips before I bought the car and the car had a bad paint job to begin with. They were covering it up so it could be purchased. I know multiple  people with used vehicles and I have also had cars for over 10 plus years and I have never seen paint chip and swirls in the cars before. The manager, Dicky stated he was going to give me a paint job or a new car. I did not want the new car because I have to stay within my budget. He was trying to sell me cars that were out of my budget range, I also did see cars to my liking. He was being very rude and told me to get out of his office and I do not pay his salary. I'm paying over 27,000 and I would like to be satisfied with my purchase.

  Regards,
  

  
  
  
  *** ******

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this vehicle from Jim shorkey Kia along with every available extended warranty. Every time an issue has arrived we have been refused rental car service which is included with our program. The most recent issue requiring our vehicle to be towed to the dealership we were told we had to drive the vehicle another thousand miles. This caused us to exceed our manufacturer bumper to bumper warranty. After several attempts to resolve the issue we were told more maintenance was needed outside of our maintenance package purchased. This work was done without us agreeing to have it done or a price. At this point we were having our vehicle held hostage until we were forced to pay. Ever since said work was done we have had oil and transmission issues. After returning multiple times we continue to be charged for unnecessary work as well as things we never agreed to. The lack of professionalism and customer service has been an issue by many who have had to use this service department. At the current moment we have paid out repetitively for work that has not been done or been done incorrectly. We are currently being told the warranty will not cover the work needed unless we pay for work to be done, however the problem is we have already had this work done with no different outcome. The fact is the company is not honoring there agreement and warranty as well as operating under false information and misleading unnecessary charges.

  Business Response

  Date: 06/26/2024

  Our records for this customer show he was in a loaner vehicle, as he agreed for us to do the combustion chamber cleaning.  
  
  Because the vehicle was a CPO car, JMA does not cover the combustion chamber cleaning, because they view it as a maintenance service, not a repair, even though it is protocol prior to replacing an engine.  We did not charge him for the loaner vehicle, and he paid for the combustion chamber cleaning, which we would not have done without his express approval.  

  Thank you, 

  Carmen S****** Service Manager, Kia Wexford

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2019 Kia Sedona LX on March 7th, 2023 for a certified pre-owned vehicle. After 12 months from the purchase, I noticed the paint started to chip and degrade on the gas side port of the vehicle. I had a certified mechanic look it over and they stated that the vehicle was in an accident but it was not reported on the CarFax. The CarFax report was clean with no reported accidents. I took the vehicle to Jim Shorkey Kia and reviewed the issue with the original salesman Brandon Eichler and his general sales manager Eric Carroll. The general sales manager stated that since it was over a year since purchase it was not their problem. I emphasized that a thorough 165 point KIA certified pre-owned inspection should have caught this before selling to a customer. All I want is the vehicle to be fixed.

• Initial Complaint

  Date:06/08/2024

  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.

  Good day, the issues I have span more than just the last 12 months but also involve them. We purchased our jeep in 2018 and the issues started then. I didn’t realize until just recently what we endured were issues worthy of your intervention. First, the vin number of the vehicle and vin number of the driver door are not only different but the door is 2012 the jeep is a 2014 (apparently that’s not legal, I wasn’t aware of this fact till it was brought to my attention this week while having other current repairs done) the dealer ship knew and acknowledged this during the purchase and laughed it off as if it was just a normal repair and claimed no responsibility for selling me a vehicle with non matching vins or history of repair. Not knowing better, we were on our way home that night and when we arrived home I found that there was marijuana left by the salesman (Tom) in the vehicle. So had we been pulled over with a non matching vin vehicle with drugs before they were medically legal as my wife and I both retain our conceal carry cards and were armed it would have ended very badly as you can imagine. Second issue was with jeeps recall of interior. Our whole dashboard interior leather cover piece had pulled away and is still that way as well as missing the interior wood detail panels. We brought it up there for the recall and after over a week they called us to come get our jeep and told us they could find the parts and we’re no longer required or had any intent to have my warranty honored or have the interior re-glued back into place. They then refused our repeated attempts at having the work done and refused to return our numerous voicemails and emails. Thirdly they did repairs to the vehicle that resulted in a misalignment and ruined one of a set of brand new tires that were around $400 each. When confronted they did the alignment and proceeded to charge for that and refused to replace the now bald tire as well as a slew of other minor complaints we have about them

  Business Response

  Date: 06/17/2024

  I spoke with Sean and Wes in regard to this matter, we also did a deep dive into the repair orders etc.  Just confused why this is the first time hearing of this so many years later.  Wes did make me aware that he had remembered and talk to ** ****** years back in regards to the dashboard and that was prior to 2022, which was the last repair order we had on this vehicle, and at that point CDJR did not have a replacement dash available any longer for the 2014 model year and was out of warranty.
  We would be happy to offer to try and maximize trade in value if the consumer would be interested in trading it in.  Outside of that, this car is over 10 years old and purchased in 2018.

  Bryan Markovich, General Sales Manager, North Huntingdon CDJR

• Initial Complaint

  Date:06/05/2024

  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 bought a car on April 9th 2024 from this Kia dealership. All was great until I decided to cancel the extended warranty & key replacement originally purchased with the car. I contacted them on the 16th and went in person on April 17th to have it canceled. John told me it would be taken care of after I spoke to him. It was never canceled. I only knew from calling my bank the loan is through. So I called again and went in on may 9th, signed a cancellation paper. John and shak assured me it would be handled promptly after that. It is now over two months from the original attempt at cancellation and the financial department is now not answering my calls. A manager would not either. Or the salesman that sold the car. The warranty cost over $4000 and I want it removed from my loan.

  Business Response

  Date: 06/12/2024

  Hello - 

  The Product Cancellation was finalized on June 6th, 2024. The check was sent to Chase Bank on June 7th, 2024. Please see copy of attached check. Thank you!

• Initial Complaint

  Date:06/04/2024

  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.

  My 2014 Kia Optima needs a software upgrade to its theft protection software. The dealership and Kia will not fix it because I have a none Kia brand remote start that was installed by the dealership when I bought the car. This will blow out the car computer because it is not compatible with the upgrade. Simple fix is to switch out my remote start with a compatible Kia one and they are refusing to do it. I've talked to the dealership and Kia and have been told that a compatible remote start would be an out of pocket cost even though the problem is because of an equipment failure that is no fault of mine. I just want it fixed.

  Business Response

  Date: 06/11/2024

  The recall that is out for ******* ********* vehicle is not compatible if the vehicle is equipped with a remote start (even if it is an OEM remote start) like there is in his vehicle. It will not allow the car to start without a key in the ignition. If we install the software into his vehicle with a remote start installed, the theft alarm would continuously go off until the key is put into the ignition after the vehicle is remote started. If *** ******* decides he wants the software installed in the vehicle, the remote start would need to be removed first. The customer wants to have both a remote start and the theft protection recall done and we cannot do that for him. There isn’t any remote starts available that are compatible with this software update. I encouraged him to reach out to Kia Consumer Affairs about the issue since this is a manufacturer recall and that is not decided at the dealership level. Thank you.

  Vic F***** Service Manager

  
  

• Initial Complaint

  Date:05/13/2024

  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.

  On April 4, 2024, my husband, ******, called Jim Shorkey Kia due some engine trouble he was having with his 2016 Kia Soul. He was told that there was a recall issue for it and to bring the car in.
  
  An appointment was scheduled for Monday April 8, 2024. We dropped the car off Sunday evening, April 7, 2024.
  
  On April 8, 2024, my husband was informed that due to a class action lawsuit against Kia, the entire engine would be replaced under the recall. We were informed that it would take around a week for replacement engine to be installed. They also stated that he would receive a rental vehicle.
  
  Between April 8 and April 18, my husband repeatedly requested updates on the car and status of a rental vehicle with little to no communication from the dealership. We ended up have to rent a car from my employer in order to make sure both of us could make it to/from work and be able to get our children to/from school.
  
  Finally on April 19, 2024, my husband was provided with a rental car. At this point, he still had not received any updates on the status of his engine replacement.
  
  Between April 19 and April 29, my husband received several false promises of his car being completed. They repeatedly pushed back the finish date.
  
  On April 30, my husband was finally able to pick up his car. Two of the techs, that I unfortunately do not remember the names of, immediately diagnosed the issue as broken flexpipe.
  
  Jim Shorkey Kia told us that we would have to pay for the repair which we begrudgingly did under protest. HOWEVER, the car still didn't work! Jim Shorkey Kia had to replace the catalytic converter, which was covered under the same warranty recall.
  
  It is unfathomable to believe that the engine and catalytic converter needed replaced, but the piece that connects them was fine and I had to pay for it!
  
  We finally received our car back in drivable condition on May 6, 2024, nearly one month after it went in for a RECALL.

  Business Response

  Date: 05/14/2024

  We have been in contact with the customer, but all communication has been with *** ********** husband.  

  We did replace the engine under the recall.  We were unable to drive the vehicle to know what condition it arrived in because it was towed in with a failed engine.  
  
  Once the engine was replaced and they came to pick up the vehicle, they found it to not accelerate as they were used to or thought it should prior to engine failure.  Upon further inspection, we could visibly see the flex pipe was broken.  We physically showed this to ** - and he agreed there were no doubts that it was broken. 
  
  They authorized us to replace the flex pipe at which point we explained there may be other concerns, but we definitely needed to resolve that issue first.  
  
  We removed the flex pipe, at which point we could see into the catalytic converter.  (You cannot see into it when looking from the end that bolts to the engine)
  
  The catalytic converter was severely restricted due to overheating caused by oil burning through the engine (which eventually failed and was brought to us in the first place.) 
  
  We reached out to our KIA representative District parts and service manager to plead the case for goodwill assistance for the catalytic converter.  He authorized replacement of the catalytic converter.  It was NOT covered as part of a warranty or recall.  
  
  The flex pipe definitely needed to be replaced, as it was broken due to age/corrosion/rust.  
  
  As for the rental / loaner: KIA is not required to provide alternate transportation with any warranted repairs, but will as a goodwill authorization under extenuating circumstances.  We put ** in one of our loaner vehicles as soon as one was available.  
  
  I performed an exit test drive with *** where he drove the vehicle, and he was satisfied with the repairs.  

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  1. I spoke with Kia representatives several times. I even stopped in, in person at one point and attempted to speak to Serena in person. She would not talk to me and pushed me onto another service coordinator. I also spoke directly to Carmen on May 1 for a significant time about the issues with the vehicle.

  2. The car was NOT towed to the Kia Dealership. I personally drove it there, filled out the envelope and put the keys in the drop box on Sunday, April 7th. 

  3. Our vehicle was drivable and could have been test driven at any time prior to the repair. It is not our fault if you chose not to. 

  4. My husband was NOT the person who brought the car back and spoke to the rep about the flexpipe. I WAS! I was there with Dakota and 3 technicians looking at the car. Make no mistake, you cannot mistake me for my husband. Not only is he 6'3" and bearded, but I'm not as easy to walk all over. 

  5. While we agreed to the repair, it was under duress. Which is why the contract was signed with "Signed under protest" and my check says "Paid under protest." 

  6. The flexpipe was not corroded or rusty. Again, I was there with three technicians. I cannot say it didn't have other issues as I'm not a mechanic. But I can tell you with absolute certainty that the flexpipe was not making the sound prior to taking my car in for service. 

  Attached are call logs and text logs showing the complete lack of communication from Kia. It also shows that I personally called several times and had phone conversations with them. 

  And to add another fun fact, when I (ME PERSONALLY, NOT MY HUSBAND) went to pick up our car to pay, they tried to up the price. The quoted price in writing wasn't honored. I had to show them what I was quoted IN WRITING to get them to honor the price. 

  
  Regards,
  
  ******** **** ***********
  
  

  Business Response

  Date: 06/04/2024

  All of my personal interactions were with the Husband : as she stated, 6'3 and bearded.  
  Duane was one of the 3 'technicians' she spoke to the prior evening but none of the technicians she spoke with were the actual technician who replaced the engine.  The other two, one was our shop foreman who did not tell her we caused it, and Dakota - the advisor.  
  The technician who performed the work did not drive the vehicle prior to engine replacement as it is not part of the engine replacement protocol.  
  As for pricing, I am sure no one intentionally tried to up the price and sneak anything past here, it was likely an automated price set by the way parts are sourced.  
  The flexpipe is not removed during engine replacement from the vehicle.  Could the removal of the engine have been enough movement for the flex pipe to finally fail? It very well could have, but that does not mean that we caused the 92k miles of corrosion to the braided bands that make up a flex pipe and cause it to fail.
  We went to KIA for goodwill replacement of the catalytic converter - which was granted.  They would not grant replacement of the flex pipe.  
  The husband, *** had expressed his appreciation and understanding of the situation while on the test drive with myself.   
  

  Customer Answer

  Date: 06/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I would like to know who is the person responding to the BBB? S/he has never signed his/her name. I personally spoke with four different representatives of the shop plus the mechanics. You just admitted yourself that removing the engine could have caused the damage. That is the same thing that Duane stated to me when I brought the car back. I am also not sure why you're putting technicians in quotes. Do you not have confidence in the people you employ? 

  You have repeatedly provided misinformation and lies during this BBB procedure. You refuse to acknowledge when I prove you wrong or accept any sort of responsibility for the actions of your employees. 

  I want a refund for this repair. If I do not receive one, it is my intention to take it to small claims court. 

  
  
  
  Regards,
  
  
  
  ******** **** ***********