ComplaintsforKIA of West Chester

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son and I purchased a 2018 ****** ********** with 55,000 miles in September 2022 from Kia West Chester (*** ******). A week after our purchase the car began experiencing engine issues. This car was purchased for $27k and $11.5K was out down. We took the car back to the dealership and they advised that they were changing the oil because that was the problem. 2 weeks later the engine light came on again, and we took the car back to Kia; they advised that they found nothing wrong. We decided to get a second opinion and took the car to *** **** and they said the engine was so dirty that we should take the car back to Kia. *** **** charged $800 for an engine clean out and then said we should have Kia reimburse us. Back to Kia we go again, no resolution. After taking the car to several mechanics in between (and spending over 1k) each of which said the engine was dirty take it back to the dealership. We then called the dealership and were told nothing could be done. Finally, my daughter wrote a bad google review that got the attention of the dealership and they told us to bring the vehicle in. We took the vehicle in on 2/20 and the dealer told us that the warranty would cover a new engine. The warranty company contacted me in early March to advise that the car was full of engine sludge and there was evidence that it has been there for months so they were not covering the engine. The dealership still calls and tells us the warranty company will cover the engine, even though we had the full report and pictures along with an explanation of noncoverage. They assigned us a dealership manager named ***** who will not take or return our calls. Finally yesterday, I spoke with Aron the service manager who said he would have ***** call us back, and still no response. We were told that this was a standup dealership with integrity but Im now finding that it's not. I'm 79 years old and it's difficult for me to run back and forth to West Chester without the assistance of my children.

  Business response

  03/23/2023

  The customers will be here today, and I will resolve the issue.  *********************

   

• Initial Complaint

  10/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am in the final month of a 36-month lease for a Kia ***** **. The lease was originated on 10/24/2019 and I visited the dealership on Friday, 9/30 with intent to discuss the details to exercise the lease buyout option. The Purchase Price and a $400 Turn-in Fee are clearly written in the lease document. This should have been a pleasant and easy transaction. That is what I have come to expect at this dealership as this is my 4th consecutive Kia lease. Instead I was informed that the "dealership policy" is to charge a $1,000 "dealer fee" for a lease buyout, even though that number is not defined anywhere within the lease document. The dealership points to language in the lease document that defines "...Purchase Option Fee of $400. You are also responsible for any official fees, such as those for taxes, tags, license and registration". Clearly "official fees" are intended to address required governmental fees. However, WC Kia's interpretation is that they can include an additional dealer fee under this term. This dealer policy is clearly manipulating the terms of the agreement and they have invented an additional fee above and beyond what is defined in the lease. The response for the dealer has been to "take it to your lawyer". For the relatively amount they are counting that many customers will simply not challenge the unwarranted fee. To the extent I cannot resolve this issue either with Kia of WC or with Kia Finance, I want other customers to beware of this predatory and abusive business practice.

  Business response

  10/05/2022

  In the state of Pennsylvania a consumer cannot purchase their lease straight from the leasing company. We the dealer must purchase it from the manufacturer and in turn sell it to the lessee. We have to ensure the vehicle is safe to drive so we have it inspected in out service department. We assess a fee of $399 for this and an additional fee of $1000 to complete the transaction. The safety check protects us the dealer and other drivers on the road be ensuring the vehicle is safe to drive. Our fees are set and are competitive with all other dealers in the area.
  
  Thank You
  Tom B********

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello: I hope all is well. Thanks for taking the time to review my complaint. I look forward to coming to an amicable resolution. Recently, I visited your dealership on 09/03/2021. I had a great experience throughout the entire transaction. However, my credit was pulled early on and it was not disclosed to me until I got to the finance room that there would be extra chargers in addition to the cost of the vehicle: dealer addendum (surcharge in addition to MSRP) and additional dealer markups. Padding in this form is illegal because consumers must be informed of all charges (with the exception of those in the finance room) before their credit is pulled. Consumers need to be able to make an informed decision as to whether they truly can afford the vehicle. In this case, the complete opposite happened. Because of this detrimental reliance and extreme aftermath, I am requesting a correction to my credit report. I would like the inquiry from your dealership and all affiliates from that day to be removed as I did not proceed with the transaction. With this correction/goodwill deletion, I will be able to purchase a home and qualify for other low-interest loans. I appreciate you taking this under the highest level of consideration. Moreover, I am allowing my financial planner/power of attorney to speak on my behalf if you are unable to reach me. He is Amondo C******, II, (*************, ********@*****.com. He is more versed in this area than I am. I look forward to hearing from you soon. Have a great week ahead. Finally, due to the sensitivity and urgency of this situation, I would prefer to speak with someone by phone. Additionally, in the interim, please connect internally with your risk management and/or supervisors to stress the urgency of this situation. Moreover, here is some information that may aid in looking up my account: DOB: 08/05/1975 SSN: *********** Respectfully:***********************

  Business response

  10/05/2022

  Hello,

  This visit to our dealership was over 1 year ago and since credit inquiries stay on a credit report for only 2 years and become less impactful over time, getting them removed would not change a score very much if at all. Please call me at the dealership and we can discuss what your best course of action is at this point.

  Thank You

  Tom B**********

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

• Initial Complaint

  06/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Good morning Sir, I purchased a 2020 Kia **** from Jim S*****’s dealership. I told the salesmen which **** I wanted. He sold me something totally different and said it was the same thing I took it back 3 times in the 1st month because it was jerking and stalling I was told that’s nothing. It’s the cars mechanics. I told the owner that this is’nt the model I wanted nor does it have any of the features I was looking for! Not to mention the right after the salesman sold me the car he left thew dealership to work for Chrysler. The steering wheel locks and it is very hard to unlock. I was told I don’t have the gear shift right Jim S***** Jr. and Sr. both drove the car around and told me nothings wrong. I knew something was wrong. This car has been jerking. Not accelerating properly since I got it. I was told to bring it back in 3 times and they would switch me out of it. They told me they would not have to run my credit but they lied! I got a credit alert a few days later and my score went down 104 points I got 2 a recall for the reasons I was complaining about since I got the car. This whole process has been a total nightmare. This is a clear example of predatory sales. This car is defective and the dealer does not want to take responsibility for there neglect. They sell cars to consumers to make money at any cost. They tell lies and make up stories to make the consumer think there crazy. I truly just want out of this car and have been since day 1. With all the defects this car just is not safe! I sure hope you can help me get out of this bad deal. My car has stalled and cut off 6 times since that recall!!!! I want out of this car!!!!

  Business response

  07/18/2022

  Please call me to schedule a time to come to the dealership, I will look at your car and attempt to trade you out of it. I am out of town until July 25

  Tom B***********

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

• Initial Complaint

  06/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a deal all worked out to purchase a 2022 Kia **** hybrid that a previous customer returned after about 3 hours in the showroom, which included a trade in of my current vehicle. When I returned to sign the paperwork they presented me with a a waiver of the 3 day recission period which I refused to sign. They stated well then you are not buying a car. This is a blatant disregard for rights under both state and federal law and is just a shady business practice. They tried to explain that all dealerships do this, yet my wife and I just bought a car a month ago and were not asked to waive these rights. (In fact, all the cars I have owned over the years, 8 in total, the dealerships never asked me to waive this right.) As of now I am left with a hit on my credit report and am in absolute awe that a business would try to force consumers to waive their rights under the law. I am merely asking that the purchase be cosummated on the terms agree with our my waiver of rights.

  Business response

  06/29/2022

  The customer came back and purchased the car and is happy now.

  Thank You

  Tell us why here...

  Customer response

  06/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  01/03/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Hello I just want Kia the Westchester which has the Gap addendum help me put it into this and pay the settlement that was sold after I was in the head on collision in a car was totaled now the insurance paid with the cards values worth but he didn't end up holding up to their bargain and paying good the gap insurance of the remaining balance that was old 2 ***************** has in Georgia thank you.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  April 26, 2021 I purchased a 2021 Kia ******** from the dealership. 10 days later I was contacted and informed that I needed to return the car and pick up a different car instead. They had run the finance application against a different model, not the one I chose. I could keep the car that I currently had but I would have to reprocess financing, insurance, registration, etc. The dealership informed me that if I accepted the car that I did not choose they would make the first two payments on the car. If I did not, the reprocessing could result in a higher payment. Because I was ill and preparing for surgery, I took the car that I did not choose. I have been promised multiple times that the check has been mailed, or that it was sent to the wrong address. I am still waiting on the money I was promised by the dealership. I want the money that I was promised. My payments are 565.94. Last correspondence promised it was on the way. No money or tracking number ever provided.

  Business response

  10/05/2021

  Hi,

  We are sending a check out today.

  Thank You

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

• Initial Complaint

  07/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want full refunds

  Customer response

  07/29/2021

  To whom it may concern, 

        My name is ******************* , I am following up on a claim that I submitted last month . Id like to explain the entire situation. 

       I purchased a 2018 *********** @ October 2017.  I traded in a Kia that I had previously leased for the 3 years prior yo purchase this vehicle . The size was right and the price was also. 

    The first week of June I was driving my son to basketball practice ( I had 3 children in the car ) Driving on **** ******* **** , I heard a loud bang , the brakes locked up , car was smoking , and I almost caused a horrific accident . My kids were petrified and my 10 year old peed himself . Thankfully I was only driving about 20 -30 miles per hour .  I was stuck on **** ******* **** and a state trooper pushed us to the side of the road ( into a parking lot . )

      My car was towed to *** . They did not have a loaner car for me to drive , but offered a rental from ***** that is way too small to fit my family . It has taken Kia weeks to return my phone calls, and when they do , they dont have answers and pass it along to someone else to call me back . They have offered me a new motor , but I have explained to them that there was a federal law suit with my vehicles make , year, and model , involving engine fires and catastrophic engine failure. Since then , I have read many reviews about this vehicle and I REFUSE to put my kids in danger , putting them back in this car . I ask that Kia buys my car back , so I can purchase a safe vehicle for my family . After weeks and weeks , I have dropped my insurance and Im refusing to pay my payment this month ( I have never missed one in 5 years) 

  This is really upsetting to me and would like some sort of resolution. I feel like I am getting nowhere . It is causing me extreme anxiety and so much chaos in my household just trying to transport my kids to camp , practice , etc.thank you for any help you are able to provide me with . 

   

  Sincerely, 

  
  

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

  Business response

  07/29/2021

  KIA warranty has covered the entire cost of the replacement of the engine parts that needed replaced. The vehicle is ready to be picked up. We did talk to the consumer on many different occasions, we offered to trade them out of the vehicle at current value of the vehicle.

  Thank You

• Initial Complaint

  07/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2017 Kia ********* on October 10, 2020 from Kia of West Chester. I leased this car and decided to buy it out. We put this car in my husband's name since I already had another car in my name. When we did this buyout I asked if we would still have the 100,000 mile warranty and I was told yes. The engine ceased and when I tried to set an appointment I was told because it's under my husbands name the warranty doesn't carry over. The exact reason I asked when we bought it They are telling me no now. We have approximately 73,000 on the car which would mean we were covered. I have gone back and forth with consumer affairs and the dealership and both have given completely different information. I have attached a compete statement of my experience. Kia Consumer Affairs:  ************** Case Number: ********

  Business response

  07/26/2021

  The warranty from Kia is not transferrable even among family members and spouses, our entire management staff is trained on this fact. The warranties come from Kia *************** and are not in our jurisdiction.

  Thank You

• Initial Complaint

  06/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In mid-May, I took my 2021 ********* in to have the AC checked on as it did not seem to be working properly, and came to find out a rock had punctured the condenser. In turn, the freon leaked out and I am now expected to pay $1400.00 for a new part. The car was purchased for over MSRP on Black Friday if the AC was broken then, we would not have been able to tell as it was cold out and blew cold air anyway. I drive four miles to work and at the initial time of service, the car had 2600 miles on it. I was told rock was kicked up, but you can clearly see through the front grill where multiple rocks have hit the condenser and one darker area where the freon leaked through. The condenser would have been protected by a mesh insert or possibly even if fog lights were present on the "S" trim, but but they are not, leading me to believe this is a design flaw/issue and KIA/Jim S***** KIA of West Chester should do the right thing and replace the part free of cost.

  Business response

  07/26/2021

  This repair has already been completed under the Kia warranty. Just called the customer and she is 100% satisfied.

   

  Thank You

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