Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  08/2023 took car in for warranty issue related problems
  06/2024 took car in for warranty related issues.
  Dealer put in their service records that car had front end impact causing issues. I explained them the car had never been in an accident, car has all original parts which they took pictures of. Their incorrect records are stopping me from getting warranty work completed now. I contacted the service manager today and was told I would need to pay for them to do a tear down and then they could decide if it would be covered under the warranty. Only one complaint about warranty issues have been repaired. All other issues dealer stated because they could not duplicate the problem they couldn’t repair. Now the issues are still there and they are still refusing to fix.

  Business Response

  Date: 02/01/2025

  Customer came in June 13, 2024 for a forward collision system error coming across dash. Tech diagnosed and found front radar misalignment code. Saw no damage to front of the car except for the license plate having some impact and when looking under the car found the radar sensor had been knocked out of alignment. (see pictures) Kia Warranty will not pay for anything that is not a warranty defect (physical damage) So at that time we provided Ms. **** with an estimate and she declined at that time. 

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Vehicle has never had any front end impact, vehicle still has all original factory parts and the dealership took pictures of my vehicle showing no damage to front bumper. License plate was bent from an automatic car wash which did not cause damage to the bumper or the interior parts of bumper. Company is just making accusations to avoid repairing under manufacturer warranty.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

• Initial Complaint

  Date:10/16/2024

  Type:Product 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.

  2018 Kia ******* brought in by my sister, ***** ******, for simple water coolant temperature alarm. ODB2 code P0118 was the only error on *** dealer paperwork to resolve. We had already tried replacing the thermostat and temperature control so asked them to test the **** They refused. Replaced same parts we had replaced incurring $2,000 in repair charges without a fix. Then replaced the *** incurring another $2,800 in charges (total $4,800), still not fixed. They didn't test the wiring harness before replacing the *** so want another $5,000 in repair costs. Car value is under $10,000. They provided my sister a loaner which they always asked about how she liked but once she said she didn't like it because too small, they will not return my sisters calls for over a week. So I had to visit with them. Nothing about their story or process adds up. I strongly suspect they did not repair everything being charged for. They do not know if they kept the parts, they refused to turn over paperwork until invoiced so I only have the error code diagnostic. $4,800 in charges and I get the original ODB2 sheet.

  Business Response

  Date: 11/01/2024

  Good afternoon I am reaching out for the complaint we have from Ms. ******* brother. After looking into the problem when it was brought to my attention the customer did not pay anything for repairs and was given all the core parts that were taken off and invoice. This vehicle had been to other shops previous to us and when they picked the vehicle up they took it to another shop. We have worked with the customer Ms. ****** and her brother where they were satisfied with the outcome. I have even attached his ****** review at the bottom of this email. Please let me know what else I need to do to have this situation resolved please. I even called and left your number a voicemail not knowing which way was best to contact the BBB.

  "Sometimes things do not go as you planned, nor as the business planned. Business are run by people and no one reading, nor writing this, is perfect. I firmly believe what defines a person or company the most is how they respond when things go wrong.
  
  Summary
  My sister had a very bad experience with the Cowboy *** service department. She called me not knowing what to do after the car had been there for an extended period of time and a massive service bill which was still growing. I went that day to meet with service department to get to the bottom of what was going on. I will skip the details but the bottom line was the approach was wrong and at best, it had very bad optics.
  
  Interaction
  ***** was the Service Advisor and albeit I was frustrated with him for not advising my sister better, he was helpful, accommodating and I felt he was trying his best to answer my many questions honestly for 30 minutes that evening. I returned first thing the next morning to review a couple of more points and look at the car in person. Again, he was prompt, polite and helpful. I left with the info I needed and a request to talk to someone who could help remediate the situation.
  
  Resolution
  I was frustrated with ******, the Service Manager, because I felt like she should have been more aware earlier so the repair did not get out of hand. However, she returned my call within a few hours in which she, and Cowboy ***, admittedly surprised me. She quickly took accountability and they made it right with an interest to learn more about the situation. I wish the bad service didn't happen, but it did. But I cannot complain about how Cowboy *** worked to make it right and quickly. They were always respectful despite the peppering of hard questions from a frustrated customer. There may be more to the story but this is the biggest part. My recommendation is if you are feeling like things are not going as expected, go to the dealership and talk in person insuring ****** is also aware.
  
  Rating
  I originally gave Cowboy *** a 1 star, something I almost never do. I have changed it to a 4 star and the reason why was their response was so prompt and positive to resolving that although there are still issues and it was a bad service, few companies would have quickly made this right like they did and for that, a four star.
  
  Bottom line, it isn't if you fall off the horse, but it's how you get back on it Cowboy."

   

  -- 

  Have a blessed day! 

  Thank you,

• Initial Complaint

  Date:04/19/2024

  Type:Order 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 Feb. ******* my husband ******* and myself stopped at Cowboy *** in Conroe, **. We were sold a 2024 *** **** base model. We signed documents on a tablet like thing on ****** desk. (I believe that's his name) He did ask if we wanted a printout after everything was done. I said no, I'll print them out at home, as we were ready to get the heck out of there. The car had 5 miles on it. After I printed out the documents and seen how much we were charged, we called them and **** the general manager explained that the window sticker couldn't be found, I started questioning the $3,394 aftermarket charge. He admitted that they did overcharge us on the car by $1,545.00 and would cut us a check, but not rewrite the contract, even though it is incorrect as we paid more in taxes and fees. We go back and forth to no avail other than to be told...oh well you signed the contract on two separate occasions, once to my husband and once to myself from **** the general manager. I called *** ******* @************ and talked to ******* (I believe) case number #********. They reached out to the dealership, and the dealership said they wouldn't be doing anything about the issue. I called *********** again in hopes of getting something done, I was informed Cowboy *** is individually owned and that they can't make them do anything and that I should contact BBB. All I wanted was to trade the car back in for dual air (this is extremely helpful when carrying your elderly dad to appointments) and back seat USB ports. (son is autistic and needs his plugs). I went back up there and had the extended warranty canceled by *** in finance. To this day, the amount of $2,280.00 still has not been credited to our account with *** *******. We also did not sign the Cowboy protection plan. My husband would also like to file against ************** as he feels they should have looked at the contract and done something when we called and mentioned the problem. There's more but I'm limited on my words.

  Business Response

  Date: 05/31/2024

  My name is **** ******* I am the General Manager at Cowboy **** *** and **** ******* bought a New 2024 *** SOUL LX model vehicle from us on approximately February *******. At the point of sale both *** and **** ******* were allowed to drive the car and experience ride, comfort, features and functions of the vehicle. After the sale they were given a professional delivery to go over all the equipment and the features and functions in the vehicle. there was never a question raised about rear charging capability or dual Air conditioning controls. At the end of the sale both customers stated on video that they were completely happy  with the sale transaction. days later if not a week later One of them contacted us and wanted to discuss bringing it back and getting a model that came with rear charging and dual air capability. At this time the vehicle had been funded by the lender. Our only option at this point was to try and trade the vehicle they bought for the vehicle they wanted due to the status of the car they bought would now be a Pre-owned car. My office informed me about the level of disappointment *** and **** ******* were experiencing. Also **** ******* wanted to cancel the extended warranty which was initiated on March 4, 2024. This is a process handled between ******** (the extended service provider) and *******************. This is usually a ***** day process to have a refund issued by ******** then received by ******************* then further applied to the existing finance balance therefore lowering the amount financed. This refund has been issued however ******************* may have not yet applied the $2280.00 refund to the loan. it is a certainty that ******************* will apply this very soon. at this point I pulled the files and combed through the records and found were they had been inadvertently overcharged  $1545.00. I immediately issued a refund for the $1545.00 and this check was received and cashed. At this point now in late May I have spoken to *** And **** ******* in an effort to try and help resolve this issue. The only option that they were going to accept was to receive a more expensive vehicle with a total payoff of the current vehicle at the same price as the lesser model they had purchased also to be sure the payment remained the same. This was not possible. In reading this complaint i realized that when issuing the overpayment refund that my office had not taken into account the tax savings that should have been refunded as well. I have issued a refund payment to *** and *** ******* for $96.56 in overpaid taxes as well as $2.47 in VIT Tax the total refund for these two are $99.04. At this point we have refunded ******* to *** and **** ******* and $2280.00 will soon be credited to their existing loan. 

  Customer Answer

  Date: 06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  **** ******* called me and 1) that it was not him that my husband and I had talked to that it was someone else, but yet it's his phone number that I had been talking to, so he lied there. 2) The *** didn't go to my account until March 15th.  Please explain how it had already been financed and money approved?  

  We have also asked for the contract to be rewritten...to which we have been told NO!   **** HAS ALREADY SAID THAT THEY OVERCHARGED US ON THE PRICE OF THE CAR AND TAXES.....WHAT ABOUT THE **** THAT WE ARE SHOWING OWING MORE FOR THE CAR ON CREDIT AND PAYING MORE  ON INTREST??  Also after talking to **** last week, he also said that we didn't have to pay for the "aftermarket of   $3,394.00 if we didn't want it.  Didn't sign for it so we would like that refunded as well, we were also told that it would take 14 days for the warranty to be  returned.   REWRITE the contract as it should be or take the car back.  

   

  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    Shelia  Peacock

  
  

• Initial Complaint

  Date:11/30/2023

  Type:Customer Service 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.

  This place is a joke. Charged me over 2k for a vehicle that they changed the price of as I was sitting there buying the vehicle. Also to try to fix that they told me they would pay the vehicle off and I could trade it in on something else. Well then I got put upside almost 20k and they are blaming it on warranty !!! Which is not the truth. They will not give me my paperwork over the vehicle I have asked multiple times! Still won’t give me my paperwork. I just want out of this car I will be upside down on 20k to even trade in.

  Business Response

  Date: 12/04/2023

  The following is the condensed facts regarding this transaction. This customer did not want to keep a truck purchased 90 prior so we canceled there extended warranty and maintenance policy and applied 100% = 3500.00 to the next vehicle they purchased.  In addition to this ********* bank  sent them a check back for 1000.00 back for there gap cancellation, To finance the expedition the bank called for over 15% interest The customer agreed and Cowboy kia applied the 3500.00 to their down payment for this transaction. I must add that the expedition was sold at 1343.12 below market vale.  The customer was later refunded 2000.00 from cowboy Kia due to a discrepancy noted after signing. This went back to the customers pocket.   Now after a year of driving, adding 26,000 plus miles, and having wrecked the expedition in addition paying 11 payments that went mostly to the banks interest fee instead of reducing the principle the customer is certainly upside down. However, Cowboy Kia does not set interest rates nor control the mileage driven or control how the vehicle is driven. All of which play a huge factor in a vehicles future trade value. In addition this customer has Warranty and maintenance and gap on the current vehicle, these can be cancelled and will significantly reduce the principal. However if they cancel and then have a mechanical issue there would be no coverage if they cancel the maintenance then they would have to pay out of pocket for all services if they cancel gap and happen to wreck the car and it is totaled they would have no coverage. I have offered all these options to the customer.  

  The customers only stated solution is for me to pay off their vehicle for them. That is simply unreasonable. The customer has paid 11,000.00 in payments then has received a total of 3000.00 back to them on a 49000.00 vehicle loan and they demand that Cowboy Kia pay off the remaining balance. 

   

   

• Initial Complaint

  Date:11/22/2023

  Type:Product 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.

  Around October 1st I went to cowboy Kia and wanted a truck. Tommy told me to give him a thousand dollars now and I could drive2014 ford 150 king ranch when I bring 19000 and it was mine. I did not understand he was going to finance 30,000 more. My neighbor explain everything to me that I would be paying 38,000 or more. because he said I was up side down 12,000 (was not the person over finance said 9000 they can’t even keep there lies straight. I don’t think I was because I have paid on it for two years)in my 2021 Kia sportage. So when I sold my house I told them I did not sell it and then Tommy ******* told me to bring the truck back and get my car back but he never give me the 1000 that I put down that was fine I did not want to pay that much for a truck that only blue book for 16,000 to 18,000 by the vin number.So I went to Illinois and on the way back the car broke down so I had the wrecker driver take it to cowboy Kia because it was under warranty. Then the next day I was at the hotel waiting on my neighbor to come get me and Tommy started calling me because he knew I had sold the house. He showed up and told me to come to the car lot with him. On the way to the car lot he went to my bank and took me in and had the teller write a check for 19,000 to cowboy Kia after he had been told that I did not want that truck but I did not say nothing till the next day I told him that I want my car he said that it was hauled off the the junkyard because it was not fixable. He said it was a done deal but my daughter had not sign off of the car till November 3 with out talking to me. It cause me to have a stoke November 4 and I have been out the hospital since Monday. I have talked to capital one (that is who financed it 30,000 more thousand for 23.8% interest that made it 800 a month for 6 years) they are sending me a copy of the contract they said it doesn’t have a down payment on it. I still have the truck but have not drove it. I just want my car back.I’m disabled veteran

  Business Response

  Date: 12/18/2023

  Mr. ********* purchased this truck the 1st time on 8-5-23  with a promise of down payment. After 2 weeks of empty promises we had to go and get the truck from him and give him his car back. He again claimed to have his issue with the down payment sorted out  so on 10-5-23 we sold the truck to him the second time after more false stories and broken promises about the down payment we again took the truck back and gave him his car back. twice Mr ********* drove the vehicle extended periods of time. At this time we asked Mr. ********* to not contact us again unless his down payment was in hand. On or about 10-31-23 Mr. ********* contacted us to let us know that he could get a cashiers check that morning. He told my salesman that his car had run out of gas and that if he would come pick him up that he would go to the bank collect the down payment and buy the truck but we would have to pick up his car due to it being out of gas. My saleman did pick up Mr. ********* by his request and Mr ********* did get a cashiers check for the down payment. We then finalized the sale and trade in for the 3rd time. After getting the Kia Sportage in our possession we found the vehicle was not out of gas but had a blown engine. We contacted Mr. ********* about the blown engine and possibly trying to unwind the sale. Mr. ********* was not willing to do this. We were stuck paying off the Sportage with a bad motor and suffering a staggering loss due to our failure to verify the "out of gas story" prior to completing the 3rd sale of this truck to Mr. *********. After having Mr. ********* accused our company of not providing sales contracts and documents to himself. I personally hand delivered and went over these documents line by line. Due to challenged credit at the time Mr. ********* purchased the Kia Sportage his interest rate was high set by the financing institution. Due to this and the time, Mileage and current condition of the sportage it carried negative equity into the 2014 ford F-150 the he purchased. Mr. ********* has told me and 2 other of my employee's  that his neighbor had been harassing him about this purchase. I do not know why this complaint was filed. Mr. ********* bought a truck traded in a vehicle with a bad motor and has been provided all sales documents. This should be removed. I'm not sure what is fueling this complaint. However, buyers remorse after 3 separate purchased does not seem reasonable. 

• Initial Complaint

  Date:02/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used 2016 Kia Soul from Cowboy Kia. My Kia’s engine started to act up so I took it back to Cowboy Kia where I purchased it. I was told my engine qualifies to be replaced at no charge and I was told I was going to get a brand new engine. They had my car from Jan 9, 2023 until Feb 13, 2023. When I received a phone call to come and pick up my vehicle, I was told that there were some other recommended work needed to be done on my vehicle. When I picked my vehicle up, I asked for the paperwork for the new engine with the warranty information and serial number. I was told there is no paperwork. I was also told I can’t take my car home because it needs a new battery. I was concerned with this information, so I hired a towing service to jump my car for me, so I could drive it home. When the towing service arrived, and opened my hood, I asked if that looked like a new engine, and the towing service said “absolutely not.” When I finally got home I inspected my engine and looked under the hood. The serial number is the same number of the original engine therefore the engine was not replaced. The UVO diagnostic now gives me a safety alerts that my engine control system needs to be inspected and problems with my air bags. I investigated the history on my Kia and found out it was flooded in Hurricane Harvey. Two days later When I called Cowboy Kia and asked again if there is any paperwork for my engine I was told there is no paperwork. I asked how can I prove I received a new engine and the response I received was “how can you prove the sky is actually blue?” The only paperwork I was given was a invoice with parts listed and a page that states my Kia was inspected and passed all mechanical and safety tests. This is all false info and this dealership did not install a new engine that is required by Federal Law. They lied to me and only repaired my old engine while falsely leading me to believe I received a new engine. Cowboy Kia has put me in a dangerous vehicle.

  Business Response

  Date: 02/27/2023

  In researching this complaint I have found that we replaced the motor in this vehicle with a KIA factory remanufactured engine. I am attaching the invoice showing the work has been done. The engine was replaced 100 percent. When Kia replaces a motor under the manufacturer warranty they require the dealer to return the core for factory inspection. I am also attaching the core return receipt. The customer states that we did not change the engine which is incorrect. The Customer also states they found evidence the car had previously been flooded. I have gone through the CARFAX and I am attaching it as well. The CARFAX states that the vehicle is Guaranteed not to have been flooded. I have called and text this customer and have not received a response. The customer sent a picture of the engine cover that is original. When a motor is replaced due to mechanical failure the plastic engine cover is not replaced. The customer states she had to call a Wrecker to jump her car off. We have multiple jump boxes available so I'm not sure why this would have been done. The customer was informed that the vehicle was in need of 3 new tires and a front end alignment. This work was declined. The customer states that we put them into an unsafe car. I have nothing to validate this statement. I am the General Manager at Cowboy Kia and my staff is directed that if a customer has a serious complaint they are to be directed to my office or if by phone forwarded to my cell. I have received no word from Mrs. **** about this problem. I would like for these supporting documents to be viewed and taken into consideration.  

  Customer Answer

  Date: 02/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  
  
  
  First, I want to state I responded yesterday to Mark *******. Here is the exact email he received yesterday: 

  Thank you for your prompt response. What information do you need me to provide? The only information that was given to me from your dealership and service center is attached to this email. When I requested the paperwork for my new engine with the serial number, I was told there is no warranty or serial number for the “new” engine”. I was also provided a check list that knowingly falsely states my vehicle passed all inspections except my tires. 

  The papers you submitted do not prove anything nor does it prove a brand-new engine and knock sensor system was installed. What your documents do prove is now a pattern of intentional false statements, with intentional false misrepresentations for the purpose of misleading the BBB to believe that all my assertions are false. 
  
  Pursuant to Kia’s PI2002 Product Improvement Settlement Campaign, in August 2020, all Kia Service Centers received a bulletin (see attached) with specific instructions to follow. All used 2016 Kia Souls are required to be serviced and repaired BEFORE sold to the public. All updates and repairs were required to be completed before you sold me this 2016 Kia Soul. 
  
  Everything your service center did involving my engine replacement does not comply with KIA’s Product Improvement Program. I spoke with Kia Customer Satisfaction representative, and I was informed that on Jan 30, 2023, a bran hew engine was shipped to your service center for my KIA Soul. I was also informed that Kia’s tech line approved a brand-new engine to be installed.  The campaign settlement specifically states to replace with a NEW engine and a knock sensor system The bulletin also states that BEFORE the vehicles are returned to their owner to complete any other repairs under the Kia programs that needed to be repaired.
  
  All of this is very disappointing. I brought my Kia to you because I had just been given the run around by *** ********** and stuck with a 2,000.00-car rental bill that I should not have had to pay for. I explained to you that I can’t afford any serious repairs and you told me you would see what you could do. I was then told by you that I qualify for a new engine, and I was going to be taken care of. Neither of those two promises have been upheld. Therefore I have listed two options to correct this situation:

  1. Exchange for a different vehicle that is certified and has a warranty. 
  2. Buy this KIA back at the same amount you sold it to me with the warranty and return the $1.000.00 for my trade in. 

  The proof of the towing service I paid for is attached along with the notes from the recorded conversation I had with Kia Customer Satisfaction Rep

  Please respond,
  
  Deborah ****
  

  
  

  Business Response

  Date: 03/21/2023

  On Document 1 page 10 you will find the original engine number that was assigned on this Build sheet .

  On Document 2 you find the core return and replacement engine numbers.

  The original engine number was ***********

  The factory remand engine number that was put into the car is ************

  As to our responsibility to provide updates on this campaign PI2002. This update was completed on Nov 9^th, 2020 at Premier Kia in Lufkin Texas prior to Mrs. **** purchasing the vehicle.

  Document 3 will show that all necessary updates were performed as instructed be Kia.

  I believe Mrs. **** is misinterpreting the PI2002 campaign. This campaign does not guarantee that a complete brand new engine is provided. It does state that an FFFF engine which is completely new or a FFFR which is factory remanufactured is interchangeable and Kia provided a FFFR factory remanufactured engine to replace the damaged engine. These engines whether new or remanufactured are not plug and play. These engines have many parts removed and reassembled on the remanufactured block. This is also following Kia tech line guidelines.

  I have called 346-573-**** and 361-557-*** as well as emailed *********@live  I have not been able to reach her at all. This is all the contact information I have for the customer. Also, I have had no phone calls or emails from Mrs. ****. She has my personal cell phone number we spoke several times prior to this complaint. I am very easy to reach.

  The issue of her stating that the engine number in the vehicle now is the same as the engine number that was sent back to Kia. That is simply not the case. The engine that she has now is a factory remand engine with the number ************. She is not responding to me so that I may show her the entire history of this work as well as verify the accuracy of what I am saying by physical verification of the engine that is currently in this vehicle. I am very easy to reach If anyone calls Cowboy Kia and tells the receptionist the call is in regards to a BBB complaint they are directed to me personally.

  Thanks Mark ******* (General manager)

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my 2020 Kia Telluride in for a simple oil change. They split the ring that seals the oil from coming out of the plug. I leaked oil all the way home until I got to my driveway and the oil pan light came on and I saw white smoke coming from hood. The motor was definitely damaged and wouldn’t work anymore. Cowboy Kia towed the car back to their service shop and proceeded to give me a loaner car. They took two months to replace my motor waiting on parts is what I was told. When I got my vehicle back I noticed the car had no AC what so ever working and I could feel and hear noises coming from the pedals of the car. The car wouldn’t even turn on at one time. When I would put the car in reverse it would vibrate and make a nasty noise until you came to a stop then it would make a smaller noise and smaller vibration in idle. Service manager Russ told me it’s all the kias make this noise , and refused to let me get my sentence in and kept talking over me. I told him the maroon and white telluride I had as loaners didn’t make that noise or feel like that when backing up and he finally said that we need to leave and call our attorney. He refused me another loaner car and refused to fix the problem of my car that THEY made! This is serval times that I’ve talked to him and he’s been rude with me. He is very unprofessional to be a manager of any kind.

  Business Response

  Date: 02/11/2023

  This Customer was provider a new engine at the expense of Cowboy Kia. We provided a loaner vehicle during the time we were waiting on parts shipments. The customer was informed about the parts delays as evidenced by his statement. At no time was the customer deprived of equal transportation. Upon returning to the service department in a discussion about the noise, a loaner vehicle was being prepared for his use to allow us time to diagnose. The customer began a verbal assault on the dealership with very inappropriate language. The process was halted and the customer was asked to leave the property. Our policy is to address our customers politely and professionally. We do not expect our employee's to accept cursing, screaming, or inappropriate language. This is a zero tolerance policy. later on, after the incident I was called by the customer he wanted to state his complaint. I did explain before anything was to continue about our policy on behavior and language. At this time the customer did state that he had lost his temper and used some foul language earlier with the service manager. He agreed to discuss the matter civilly and I listened to the complaint. I advised the customer to bring it to me right away and that i would look at the vehicle personally. The customer brought the car in that same evening after service closing with  over an hour of putting the vehicle through various load condition we finally were able to here the noise described in this complaint. I issued the customer a loaner vehicle and informed the customer that first thing the next morning  the car would be diagnosed and fixed. The next morning the vehicle was diagnosed and repaired. The customer was called and left a voicemail reporting that the car was repaired and could be picked up. I am the General Manager and we went far beyond most any expectation of customer service in an attempt to take care of this issue, even after being verbally assaulted by this complainant.