ComplaintsforMoritz Kia Ft. Worth

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Moritz *** on 4/21. Initially, my experience was great! I worked with an awesome salesman, ******. I provided ****** with my vehicle of interest and corresponded with him throughout the day until we met later that evening. I was approved with no money down, but the finance manager, ****, changed that when I met with him. He said I would not be approved (after being approved) if I did not put down anything. I conceded and provided the downpayment. The vehicle I was approved for was changed during the signing of my contract. I was advised it was only changed by one year. My husband and I went to view the vehicle, which was done at night. Everything seemed fine; however, after picking it up the next morning, I noticed a ton of scratches, and the truck hadn't been detailed as promised. I advised the Service Manager, ****, that I would NOT have purchased a vehicle with so many scratches. He said he would take care of it. In addition to the scratches and lack of detailing, the vehicle had issues starting after only driving it for a few days, which was concerning due to the vehicle's age. I immediately took the vehicle back, and requested a full diagnostic, detailing, and scratch removal. My husband inadvertently left his wallet in the vehicle when I dropped it off, and I went to retrieve it; no one could locate my truck for 40 minutes! **** hadn't properly tagged the vehicle the day before. I then spoke to ****, who is the Sales supervisor. He offered no apology, only insisted that my summation of events was inaccurate because he was unaware that I'd endured any issues. Other than my interaction with *******, this was THE most horrible buying experience I've ever had! I did not feel valued or respected! Moritz was highly recommended, but I'm not sure if I will be a returning customer! In light of everything else, I want to thank ****, he removed all the scratches from my vehicle in record time!!

  Customer response

  05/18/2023

  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. ****** from Moritz was awesome! He listened to my concerns and assured me that I was a valued customer. I appreciated this more than anything! Thanks, ******!
  
  Regards,
  
  ***********************

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Details:My daughter had her transmission replaced about 3 weeks ago at the Moritz *** in Forth Worth. They had the car for 3 weeks prior to fixing it. The car is almost 3 years old, ****** miles and is cover under the ****. On Saturday December 24 the car again started skipping and doing what is was doing prior to the new transmission. We called yesterday and was told they cant get the car in until Jan 17th, this is an emergency and unsafe type of situation and the car needs to be serviced soon, she returns to college on January 13. The person we spoke with was extremely nonchalant like its not a big deal.What we would like to happen is they take ******* provide a loner car or rental until they are able to look at it again; and figure out what is going on with the car. This is unsafe, and should be treated as such.

  Business response

  01/04/2023

  We have contacted the customer and arranged for drop off tomorrow at 2pm. We will provide alternate transportation while the repair is being completed.

  Customer response

  01/17/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are still paying on my kia soul which we purchased certified preowned. We started having issues a couple of months ago which went from the car being fine to the car check engine light coming on and then the car wouldn't go over 40 miles per hour. We were out of town and had to have the car towed for $600.00 to the nearest kia dealership which was kia of Abilene. The car had nearly no oil at all and we were told the check engine light was due to a sensor that had gone out and would be covered under warranty but there was an oil leak which we had to pay for out of pocket. The engine light went off but the car was never running right after that. We had to put oil in the car multiple time and take it to the dealership MULTIPLE times for them to " monitor" the oil to see if it was being consumed. Mind you , we just paid for an oil change and an oil leak at the Abilene dealership. The dealership said " it sounds like a consumption issue due to carbon build up." The company charged us $600.00 for the clean out and discounted us a $100 because of all we had to go through until this point. This is our only running vehicle. The care is still not running right and has also gotten a new battery and trans flush. Just today on the way to work, the car would not go over 40MPH and I had to drive for a moment with my hazard on on the freeway in the rain. My husband called corporate who was supposed to return his call and they did not. He had to call back and stay on hold for a long time just to have someone answer and act like she didn't know what was going on. She said she saw that a case had been filed and wanted to know if he had contacted the dealership. He did not contact the dealership because the previous person that he had spoken to from corporate said that she would be contacting the dealership about the matter. We NEED a car that works and it needs fixed without spending a ton more money and without all of the guesswork!

  Business response

  04/06/2022

  We do not have a record of selling or servicing a vehicle owned by ******* *****. If they can provide a VIN number for the vehicle, we can do further research.

  Customer response

  04/12/2022

  Complaint: 16884952
  
  I am rejecting this response because: The VIN number on the **** is *****************.
  
  Regards,
  
  ******* *****

  Business response

  04/14/2022

  Thank you for the additional information. This vehicle is not currently at our dealership. We are not the selling dealer and were not the first to work on this vehicle. This vehicle was brought to us 11/3/21 after being at another Kia dealership in Abilene. We have performed 3 oil consumption tests and have determined that the vehicle needs a catalytic converter which the customer declined. 

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Moritz *** on back in May, 2021 regarding my 2013 *** ****** needing repair. They picked up the *** ****** and we simultaneously dropped off our 2007 *** ******* upon the sales rep *************************** suggestion. We do not drive the ******* frequently as both my wife and I are currently working from home due to the ***** pandemic. The car drove fine but has had a history of being a bit sluggish uphill during warmer months and the check engine, ABS and ESP lights were illuminated making it difficult to pass inspection. We repeatedly told ******* we were not interested in making extensive repairs on this car due to the age of the car, the current mileage being over ******* and the fact that we do not drive it frequently. That being said, we were willing to consider repairs versus buying a new car. ******* even shared that he too had spent the extra money on his own car for repairs in order to not have a regular car payment. He urged us to bring the car in to run a diagnostic and assured us that the diagnostic would reveal any issues with the car. After several rounds of bringing the car back and forth and each time because the check engine light kept illuminating and after being told each time that the car was fully repaired we ended up spending close to $3,000. The shop ******* ************************* got involved and even assured that the vehicle was going to be "100% fixed so that we didn't have to come back for something else." I came back several times after that and had to get the Service Manager *********************** involved. ***** advised that his sales rep *********************** and is ****** ************************* should not have made those promises and set that expectation because they have no way of knowing if the car "especially being a 2007" would break down again and only charged for parts. After ***** personally got involved with the repairs and released the car to us, two weeks later the check engine light re-illuminated and we were told it would cost $800 to $1800 to repair.

  Business response

  11/10/2021

  Please see attached for response (too long for the space provided)

  Customer response

  11/30/2021

  Complaint: 16111949
  
  I reject the businesses response as they did not acknowledge that the proximate cause of all the subsequent repairs was due to the misinformation provided by their customer service rep ******* **** and the shop foreman ****** ******.

  Both of these parties assured me that I would not have any other issues after the initial repairs based on the expertise and diagnostic tests that were ran several times. 

  I understand from previous lengthy conversations with Kia via phone and e-mail that they cannot guarantee that there would be no further repairs needed and that they can only guarantee their work however, this was not how ******* and ****** explained this to me.

  They assured that the reason they kept my vehicle for so long was to make sure that the vehicle was "100% fixed so that I wouldn't have to come back for something else" as per the attached correspondence. Even as a lament, I would take that to mean that I could at least drive my vehicle for a week or two without something else needing to be fixed.

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

*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. ↩