ComplaintsforCasa Kia

• Initial Complaint

  02/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Oct 2, 2023 I pre-order for a vehicle as :2024 ************** Snow ********************* color, Charcoal ************** Seat Trim, And make a required ******* payment required for CASA Kia for such pre-order.I was told the delay for this order would be aproximate 2 to 3 months, they would respect the price agreement for this vehicle, and would notify me about this order.I have called Casa KIA each month, and they have reported no news, or no updates about this order. I have requested a reference, tracking number for my order number , and the reported that they do not had information available.Today Feb 19, I received a call from casa Kia Sells, and offer to return back the payment I made.And they reported had still no information available for my order, and I am still waiting for the order, and with no visibility of progress or tracking of such order....I am afraid Casa KIA may taking advandage of such blindess conditions, and not honoring the order time and placement of such orders, and delivering vehicles orders to their best interest, and breaking the placement date order. I feel that if there is a better bid for my ordered car, they just deliver the car, without notifing affected customers, and reporting to them just more delay...After doing a little search on ******* The average waiting time for this vehicle is around 3 to 4 months.It is not fair Casa KIA does not release an pre-order number, or a reference number for following pre-order progress.I also believe this is not the best interes of casa KIA.

  

  Business response

  02/23/2024

  We sincerely apologize for any frustration and inconvenience you've experienced with your 2024 Kia **** PHEV pre-order. Your feedback is important to us, and we appreciate your patience.
  Upon further investigation, we regret to inform you that the 2024 Kia **** PHEV is not currently being built by **** We understand the significance of your pre-order and the expectations set at the time of the transaction. To address this situation, we have returned your initial deposit.
  To assist you in acquiring a 2024 ********, we propose a dealer trade, where we would trade with another dealership in the US to find a suitable vehicle for you. While we may not be able to match the exact color you initially selected, we will strive to get it as close to your original build preferences as possible.
  For further assistance and to explore this option, please contact our General Manager, *********************. He will guide you through the next steps and ensure that we work towards a satisfactory resolution.
  We understand the disappointment this situation has caused, and we are committed to finding a solution that meets your needs. Your satisfaction is our priority, and we appreciate your understanding as we work to address this matter.
  Thank you for bringing this to our attention, and we look forward to resolving this issue promptly.

  Customer response

  02/28/2024

   I am rejecting this response because: I do not requested a refund, and prefer to wait until the pre-order be completed.  

  If you see my complaint is related to a lack of tracking, which could lead to a corrupted process... and I was expecting to hear about this pre-order and the effort that casa Kia is having in place to prevent pre-order corruptions

  Please put my pre-order on track again, and let me know about any reference number, or let me know about how many customers are ahead of me...

  Thank you

   

   

  
  

  Customer response

  03/02/2024

  For Clarification,

  1.  Please help me to keep my pre-order in place,

  2.  I did not request a refund.
  
  3. My complaint was related to a lack of transparency, or no tracking associated to the pre-orders process, and my concern that this process may be corrupted for the convenience of CASA KIA
  
  4. My main concern is now about my four-month-old pre-order status.
  
  -Since there is no control or information about such pre-order process, I believe CASA KIA is taking advantage, by cancelling my pre-order, and just assigning my pre-order vehicle to another customer with a better deal price.
  

  Please note Casa KIA is commenting that they regret this condition and my frustration, but is not commenting anything about transparency, or tracking updates on the pre-orders, which is the main reason of this complaint.

  Please help to keep my pre-order in place. I did not requested a refund
  

  
  Thank you for your help.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  It's been over 2 months and I have not received my license plates, I have gone back to the dealer 5 times and they keep telling me the plates are not ready. My paper plate is expired and they won't give me a new paper plate because my plates are supposedly "rady" yet they can't get them for me. I asked to speak to the manager and they would not let me unless I went in person. I'm tired of the running around, and if I get a ticket it's going to be on me.

  

  Business response

  01/31/2024

  We sincerely apologize for the delay in your vehicles plates. Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience caused by this delay. We want to assure you that we promptly filed the necessary paperwork for the plates; however, the unforeseen delay occurred at the county level, a factor beyond our control. Despite the delay, we are pleased that you have collected your vehicle plates upon your arrival at our dealership this week. We appreciate your patience and understanding as we worked to resolve this matter. If you have any further concerns or require additional assistance, please do not hesitate to contact our customer service team. Your continued satisfaction is our priority, and we value your understanding in this matter. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/15/24 I took my car in for any pending recalls which it had none at the moment and I also asked to have my front blinker lights repaired. I was quoted about $130 my prior visit. I dropped my car off at around 8 am and around 10 am they called back saying the issue was going to be more expensive than they thought due to it being a bigger problem. So I decided to hold off since Im a broke college student. They still kept my car till 1pm for I dont know what reason and when I went to pick it up my front headlight doesnt want to turn on. They said Casa Kia is not responsible for the car. It is very frustrating, I just want the car to be the same as when I dropped it off. Future customers beware.

  

  Business response

  01/19/2024

  Thank you so much for reaching out to us about this issue. We have done an internal investigation with our service department manager and general manager because we absolutely care about what our customers and the experience that they have at our dealerships.In speaking to our service manager he explained that your vehicle was brought in for a headlight being out. We understand that you were under the impression that it was just a light bulb. However, after running diagnostics on the vehicle our service department manager stated that it is not just a light bulb,but the issue is the headlight which has an internal short that would require the entire headlight assembly to be replaced in order to fix the issue. Our ****************** quoted you the price of $2110.00 + Tax which includes the parts and labor. We understand this is an unexpected expense, and Im sure the expectation may have been that the cost to repair would be far less and very minimal. Understanding the situation and wanting to better serve you,  our General Manager offered you a 10% discount and offered the opportunity to finance the work to lessen the stress of the situation. We offer financing options so that you do not need to pay for all of the parts and labor up front.
  
  Weve also understood that you reached out to the manufacturer, and *** has denied any assistance because your vehicles bumper to bumper warranty is no longer under warranty due to the milage on your vehicle and, because of this, we also cannot repair it under warranty unfortunately. However, we still would like to offer you the 10% off of the work if needed, as well as the option to finance it if you need it. We are here to help.
  One last option that we can certainly help with is we can also trade in your vehicle for a newer model and let the work on your trade in be something that we worry about instead of you.We want the opportunity to best assist in any way that we can. 

  Customer response

  01/24/2024

   I am rejecting this response because:
  Just to clarify the issue was the BLINKERS,  my both headlights worked when I took the car for service, when the car was returned the headlights were affected ( reference the photos). 
  The dealership said it was just a coincidence and they were not responsible. I was forced to take the car to another mechanic due to *** being no help. The mechanic was able to fix the issue within 1 1/2 hours and the headlights were NEVER replaced. He stated my headlights were fine, it was a grounding issue. So due to the fact that *********** center messed up the headlights, I had to go and pay a mechanic to fix my lights. Which was caused by the dealership because the only issue I had was the BLINKERS.

  I just wish to warn others about Casa Kias service.

  Thank you

  
  

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called and scheduled an appointment with the Casa Kia Dealership to have my vehicle serviced due to an engine service light and vehicle diagnostic message appearing on my instrument clusters. I was advised that my appointment was for 10/03 at 07:30am. I arrived at the location on the date advised at 07:10am and was advised by ****** that I did not have an appointment. At that time, I showed him the text messages I had received, and he said I was not scheduled but I could drop off my vehicle. I was the 4th vehicle in line and was told I had to drop it off or since the service light was not on, I could just have the 10k service done and return when the service engine light came back on. Three hours later I called the dealership for a status on my vehicle and was advised that the oil change had been completed but they had not looked at the Service engine light issue. I asked when it would be done, and they did not know but stated that maybe in the afternoon. I asked to speak to the Service Manager, *****************************, and explained the situation but he was adamant that I had brought it in for the oil change only. I stressed that the main issue was the service engine light coming on and I just added the 10k service since the vehicle was going to be there. I asked him when my vehicle was going to be looked at and he said he did not know and that appointment times were not for when your vehicle was going to be worked on just a time to drop off your vehicle. He said it was not like an appointment at a doctors office. He still would not tell me when they would look at my vehicle. I wanted to escalate the issue as I was not comfortable with his explanation and he gave me a number to call -************, when I called that number it was for Ameri Save Mortgage not anything to do with the **************** This is the first-time doing Service with them that I am told that the appointment time is just to drop off my vehicle. **** was not professional or helpful and ironically as soon as I got done speaking with him, I started receiving notifications from the Kia *** that my engine vehicle had been left running. It is important as a customer to receive accurate information about their policies and processes. Why have an appointment time to have your vehicle serviced if it is just a drop off time. The other people ahead of me some were in the waiting room waiting for their vehicle but why would they wait if they do not know when their vehicle will be worked on? Someone looks like **** is not being honest about the process.

  

  Business response

  10/20/2023

  *********************, General Manager of Casa Kia, has been in touch with this Customer.  Our sincere apologies for the lack of personal service and professionalism experienced upon this service visit.  We are committed to offering service that gives our guests a good reason to return, and we hope to earn your business back in the future.

  Customer response

  10/25/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a Dodge Ram used. The sales man knew for a fact it was for my business.. in less than two months its been back to the shop because it stops working.. I havent used it once for its purpose.. Dodge is telling me it has dirt in the gas tank and that this was reported in April before I bought it.. the sales man and agency knew this was going on and still sold me this truck and they are not willing to pay and take responsability to get it fixed. This was malpractice and a very bad way of doing business.

  

  Business response

  10/20/2023

  Casa Kia General Manager ********************* is available at ********************************* to continue addressing this concern. Our sincere apologies for the frustration associated with this purchase.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a truck from Casa Kia about 12 months ago or more recently the truck was totaled my insurance which is State Farm is going to pay off the truck. when the insurance called the bank for a pay off the bank told State Farm they had yet to get the title under my name. First Light is the credit Union financing the truck. First Light explained to me that they had tried numerous time to contact Casa Kia about the situation and nothing was ever done. The incident happen on January 9th and im yet to be able to get another truck because Casa Kia has not resolved the problem in hand. The problem is they never registered the **** under my name and in order for Sate Farm to pay off the truck, the truck has to be under my name. its been over 12 months I bought the truck and its still under another persons name. On January 24th 2023 I went in person to talk to them they told they were going to take care of it today is February 15, 2023 and they still haven't taken care of the problem. im still without a truck which I need for work. That is horrible Business in my book and if it doesn't get resolved I guess ill have to get legal representation.Thank you for your Attention to this Matter,*********************** ***********************

  Customer response

  02/28/2023

  From: *********************** <********************>
  Sent: Tuesday, February 28, 2023 10:50 AM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: Complaint# ********

   

  Attached is the response I got from the DMV.

  Since March 2, ****************************************************** corrected.

  Its February 28th 2023 and nothing has been done.

   

  Dear ***********************
  
  I am Investigator ***************************** of the ***** ********** of ************************************ I have been assigned to your complaint as of 2/28/2023. I have reviewed your complaint and have sent a request for records to the dealer, requesting copies of all sales documents pertaining to the purchase of your vehicle.  The Texas ********** of ***** Vehicles is currently experiencing an extremely high volume of complaints.  In order to thoroughly investigate each complaint, your complaint will be investigated in the order it was received. 
  
  Vehicle was titled on 2-2-22, however the title application was rejected on 3-2-22. 
  
  If we find evidence of a violation of the laws we enforce, we may initiate administrative action in the name of the TxDMV against the person or entity. Please be advised that any civil penalty collected by the TxDMV is credited to a specified state fund. The Texas ********** of ***** Vehicles cannot pursue a private claim for damages on your behalf. You may have civil claims against the dealer or person you are complaining about that are separate and apart from our administrative action. We encourage you to seek private legal counsel to assist you in determining your rights, time limits to file civil claims and other options in this matter.
  
  Please reply directly to this email if you have any questions. The case number is 23-0007541.
  
  Regards,
  
  *****************************, Investigator
  Enforcement Division-***** Vehicle
  ***** ********** of ***** Vehicles

  

  Business response

  04/12/2023

  This issue was resolved internally between the ******* ********** and the **************.  A title was issued on 3/24/23 with this customer as the owner and the lender as lien holder.

  Customer response

  04/18/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On September 23, 2022 I purchased a 2018 Lincoln Continental used car from casa Kia. To this day I keep gettin the run around or ignored as to where my plates are at. The temp tag expired on November 22nd. They tell me oh stop by and we will send someone with you to get another temp tag however it’s not that easy for me as I am currently living in Alamogordo cari g for my mother with terminal cancer. Today December 17th a package arrived at my house and was advised that it has a title and a destroyed title application and registration. Why are they washing their hands of this and sending me the title and destroyed documents to go deal with it myself after I paid them tax title and license fees. I am unable to use the car because of the expired temp tag. I am unable to handle getting this taken care of on my own. I want them to finish what they were paid to do and I want compensation for paying for a car I cannot drive. I want reimbursement worth each months car payment amount until this is resolved.

  

  Business response

  01/02/2023

  Please accept our apologies for the inconvenience and frustration associated with this delay.  Casa Kia overnighted a package for registration to the DMV in New Mexico. UPS lost the package, and Casa Kia was forced to apply for a duplicate title as soon as we found out. The missing package was mangled quite badly, and since the title application had the customer's address, UPS sent it to the customer instead of the intended destination, the New Mexico DMV.  Casa Kia has submitted everything to the New Mexico DMV now, and the customer's plates should be ready shortly.  Please email the General Manager at Casa Kia, ****** ***** ****************** for the most current updates

  Customer response

  01/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  I am still awaiting plates and registration

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About two months ago,my 2016 ********** overheated on the highway. I called the warranty company, they direct me to take the vehicle into a service ******* I took my ****** to Casa Kia, where they tell me the engine is no good, and i need a new engine. After about a month and a half, of back and forth with the warranty company and the service ***** the warranty **** finally agrees to pay for another engine. ************ rep then calls me, says, they were finally given the go ahead to install a different motor into my Kia.The warranty adjuster emails me, and confirms that he has given Casa Kia the go ahead for a different engine, that the warranty will cover all costs. A couple of days ago the service rep handling my vehicle, calls me up, says my vehicle is ready. I go to Casa Kia to pick up my vehicle, i was given my vehicle running, seemed everything was good. Took my vehicle home. Next morning, super excited that we finally have our van back and our family vacation is back on, i go to start the ******, and to my dismay, it sounded like i had started up a diesel semi truck, engine sounded like it had no oil. I took a video of the motor and how bad it sounded. I emailed it to the warranty adjuster. He advised me to take the vehicle back to Casa Kia, that, that engine was not what they had paid for, that they had paid for a reman engine. I took the vehicle back to Casa, showed the service manager the video of the engine and how bad it sounded. He then proceeds to tell me that's what the warranty paid for.That , that was the best engine they found. I showed the service manager the email i received from the adjuster where he states that they paid for a reman engine.Service manager states thats all they could do for my Kia....didnt even bother with checking the engine,engine looked straight out of the junkyard. DIRTY...I left the van with them.....So no van, no vacation...but i still get to pay for a van i cant use...what a disapointment ......So sad

  

  Business response

  06/30/2022

  The customer purchased an extended service contract from a ******** dealership in *******, *****.  The administrator of that contract initially approved a $3,000 limit to repair or replace the engine.  Casa Kia informed the customer, who then informed the administrator, that *** has no new or remanufactured engines available, and the back order status of engines was excessively long.  The administrator then agreed to cover the installation of an LKQ (like kind and *****************) engine, which the customer authorized ********************** to complete. 

  Casa Kia has demonstrated to the customer that the engine noise he is experiencing is consistent with other *** ****** engines.  ***************************, Service Director at Casa Kia, provided video of a *** ****** currently in use as a Service Shuttle and compared it to a video of the customer's engine.  The sounds and noise levels were consistent. 

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2020 I was told my check engine light came on after an emissions sensor went out and that they are going to order the part since it is under warranty. Today I was told by the service manager that the part was never ordered because the employees back in November 2020 were not capable of doing their jobs and they were replaced. I am stuck with a vehcile that I am paying for monthly that will not pass a ***** inspection and therefore it will be illegal to drive with a failed inspection. I would like them to correct this as soon as possible because it was solely their mistake. They failed to notify me that they didn't even order the part and that is deceitful.

  

  Business response

  04/14/2022

  Casa Kia is sorry for the delay experienced in this repair.  The part was in stock when this customer arrived, the customer received a loaner vehicle for the day while the part was installed, and the customer's vehicle has now been returned with the repair completed.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 22nd we were instructed by Casa Kia our car a 2014 *********** was under recall the engine seized up we were told by Casa Kia to rent a car from Hertz rental cars because they have an account we did that and are now being billed fraudulently ******* *** said they would pay this bill we are also accumulated interest we do not owe this bill

  

  Business response

  10/19/2021

  Casa Kia is working with the customer and ********** of ******* to resolve the issue. Casa Kia and the customer are in communication and working toward reimbursement for the rental.

  Customer response

  10/20/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Casa Kia fill out claim form and explained what was needed to proceed. *************************** stated send your receipts and request a reimbursement that is all you need. The claim form was fill out by ***** in the ******************* and *************************** (Service Director) while we were forced to wait in his office for three hours before they would hand over my keys to my *** ******** The claims Department was called in September 2021, their responce was: claim denied because claim form wasn't completed, after explaining what took place, the claims department would look in to this matter. Today October 20, 2021 called claims Department same responce until I explained what happened again then the agent answered, the department is looking in to your claim and will call when settled, the representative couldn't give me a time frame. *** also didn't pay their Hertz Rental Car bill, ***** billed fraudulently my credit card which ***** had my card number by error by *** directing me to pick up rental car with my credit card and asking for reimbursement from *** (*********************) explained that *** has an account with ***** and your credit card shouldn't of been used. The rental agreement should of been handled with a purchase order only between *** and ********************** stated he would straighten this all out and remove my credit card from this transaction. Hertz again fraudulently put $3721.03 on my credit card.

  

  Business response

  11/18/2021

  Casa Kia contacted Consumer Affairs at ********** of ******* on behalf of the customer today to inquire about this reimbursement.  ******* Bediamol with ********** of ******* (KMA) informed Casa Kia that she does have a check prepared for the customer in the amount requested for the reimbursement.  However, she is not authorized to release the reimbursement check until she receives evidence from the customer that he paid *****.  ********************** asked if KMA could pay ***** directly so that the customer would not have to pay ***** and then wait for reimbursement.  *** explained that was not possible and requested that the customer call to finalize the resolution.  ******* Bediamol can be reached at ************.  

  Customer response

  11/18/2021

   I am rejecting this response because:
  
  *** explain from the beginning that *** has an account with ***** and I could only use Hertz, with that alone they are accepting the responsibility to take care of their account. Two of the locations in *******, ***** were all leased, no available cars, if this was my choice I would of used another ******************* I was told over and over *** will pay this bill. When I went to pickup my car after 2 months in shop, *************************** (Service Director) explain this is the only thing left to do, send copies of the the ******************* to: ************************* C/O EPIQ.  PO BOX **** ********, ****** 97208-****. My wife and I sent those copies on 08/30/2021 and again on 09/04/2021. Quit playing games with my livelihood and pay YOUR ACCOUNT. It has been almost two months now, so nip it in the bud to say it politely. Thank you BBB COMPLAINT # ********

  

  Business response

  11/29/2021

  KMA  requested that the customer call to finalize the resolution.  Can contact ******* Bediamol at ************.  

*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. ↩