ComplaintsforCentral Kia of Plano

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter recently bought a car from this dealership. After the purchase, they offered free window tinting. Before the tinting, the windows were undamaged. However, after tinting, several windows stopped functioning. When she raised the issue, she was asked to bring the car in for diagnosis. Later, she was informed that the labor cost for repair would be around $1700, and certain parts were needed. Despite multiple follow-up calls, she received no clear status on the parts. Upon returning to the dealership, she was advised to leave her vehicle for several weeks until the parts arrived. Refusing this, she was then informed that the car was sold "as is," with an offer of only $250.This marked my daughter's first vehicle purchase experience, which has been plagued with problems from the outset. The dealership fails to honor commitments, exhibits poor communication, and ultimately incurs additional out-of-pocket expenses for buyers. Beware of such practices when dealing with this dealership. When I reached out to the dealership for corporate contact details, a representative admitted uncertainty and kept me on hold for an extended period before the call disconnected.

  Business response

  04/16/2024

  Customer originally brought vehicle for multiple concerns on Tuesday April 9, 2024. Customer stated having issues with vehicle shifting,brake noise and oil change, customer approved diagnostic (vehicle did not have any check engine light codes). ********** Master technician **** took the vehicle on a test drive but was unable to replicate the issue. The technician drove the vehicle back to the service shop and connected the ********** diagnostic scanner to communicate with vehicle for stored engine/transmission codes (no codes apparent). 
  At this time the technician had completed the diagnostic and recommended a transmission fluid exchange service as a starting point, as there was no service history for the vehicle in CDK and CarFax. The technician also called and spoke to customer regarding the transmission concern communicating the diagnostic results and not knowing the current condition of the vehicle from any previous repairs (customer approved transmission fluid exchange service). The technician completed the transmission service, reset the vehicle back to basic settings and drove the vehicle for quality control, vehicle drove normal, no codes. 
  The service advisor called the customer on Wednesday April 10, ************ is ready for pick up, and the customer drove the vehicle home. After several days of driving, the vehicle was towed back to the service department on Saturday April 13, 2024. The technician scanned the vehicle with the diagnostic scan tool again, this time with current active codes for transmission. Offered to further diagnose vehicle (no charge) with current transmission codes as a starting point, vehicle is currently in shop for teardown of transmission

  Business response

  04/16/2024

  We do apologize the response that was entered was not for this complaint.  We will respond to this complaint shortly.

  Business response

  04/16/2024

  ******************************* is not a customer of **********************. We sold a used 2008 ***** 3 sedan to *************************. We provided ********************************* free window tint as a courtesy. according to our window Tint Specialist, he noticed that the window regulator was making some Noice. We offered Mrs *************** an option to repair the one window that is giving them trouble. However, I explained that we don't have service loaners available at this time. At this point I offered a check for the amount of 250 and the customer gladly accepted the funds which were picked up next business day. 
  
  solution resolved. 
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2024 *** ** GT-Line from the *** ******************** of Plano,the car was brand new and for my daughter. They held the car on their lot until the day before the surprise.We picked up the car Feb9,2024 and gave the car to my daughter on Feb 11.She drove the car from Plano to ****** on the 11th and had to pull over due to a problem with the car producing a loud screeching sound, and feeling forced to even drive. We got a *** **** service assistant. And the tow truck took the car back to the *** ********** it was bought. We went back to *** on Feb 12 and told them about the issue, they checked the car out and noticed the same thing my daughter did. They said they would have to keep it to determine what was wrong with it, but that it most likely was a transmission problem. We explained we would rather get a new car and not keep the car we had bought due to manufacturing problems. They said they would try to find us the same exact car elsewhere. We later get a message that they had found the same car but failed to mention that yes it was the same exterior color but not the same interior color . We payed for a Wolf grey exterior and Red interior. That is not worth the same as a Wolf grey with black seats . It is not what we payed for. We then asked if it was possible to order a new one they said yes,and that it would take anywhere for 3-4 months. We agreed to wait that long. A couple weeks passed and we call to get any updates and we were informed they arent manufacturing the car we bought anymore and that the only option we have is to wait for the car we bought to get fixed. After a month of not having a car we go to the Dealership again to ask for any updates and they said it was a transmission problem and that they were waiting for the part to come in. We especially told them we dont want that car anymore and we want our money back. They refuse that as an option as we now have the title we payed for a malfunctioning car that has transmission problems. Due to the fact that it has to get fixed that car is devalued from the amount we originally payed. And have no option but to keep a bad car. And we were told all we could do is keep the car and sell it . Its common sense we will not get the same money we payed due to the transmission problem we had with a BRAND NEW CAR that was payed full cash!

  Business response

  03/13/2024

  PLEASE RESEND THIS COMPLAINT WITH A **** TO ACCESS AND RESPOND IN THE BBB SYSTEM.  THE **** IS USUALLY IS INCLUDED BUT I DON'T SEE IT IN THIS COMPLAINT, OR YOU MAY SEND THE **** TO *********************

  Business response

  04/04/2024

  CONVERSING WITH CUSTOMER TO RESOLVE ISSUE

  Business response

  04/10/2024

  We have come to a resolution Regarding *******************************`s BBB complaint. We have agreed to exchange the 2024 Kia **5 that failed mechanically with a 2025 Kia  **5 that has been ordered. ********************** has agreed to this fair resolution. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Never got my tags for my vehicle that I purchased in September of 2023, it is now November, and every time I try to get in touch with the dealership, owners, or general managers, they are never in. They don't respond to emails, they don't reply to voicemails. I have no idea where my tags are, and no one will return a call or email.

  Business response

  11/22/2023

  All issues were resolved and apologized to customer for the delay with the title work

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my *** *** 2020 in July 2023, and I cancelled my *************** Contract with **** I filed the cancellation with Allstate and they have paid *** for the vehicle service contract. They sent *** $482.37 on 9/29/23 and *** have cashed this check. The check number is **********. *** owes me $899.36. I have gone to the *** ********** in Plano twice, and both times they tell me their finance team needs to make me a check. I have called multiple times to speak to ****** and the sales manager, ***************************. I am told that finance needs to make the check, but they never tell me a date when the check will be sent out. I have called Allstate, and they won't help me because they tell me it's between the *** ********** and me. I would just like my refund for $899.36 as I don't have the *** *** car any more and I don't need the vehicle service contract. This has caused me a lot of stress, and the *** ********** have not spent the time to do the paperwork and make a check for my refund for the vehicle service contract.

  Business response

  11/21/2023

  
       The refund has been processed and sent to the lienholder in the amount of 2,545.70.  You received the full amount of the refund from the 1st date requested so the additional time has no bearing on the amount of the refund.
  

  Customer response

  12/27/2023

  I havent received any money from Central **** Their response is not true. I believe they are doing fraud, and deliberately not providing me with the money owed. What will the next steps be?

  Customer response

  01/07/2024

  This is completely false. I never had a loan for the Kia **** I paid with a cashiers check for the car. I havent received any refunds. I believe Central Kia of Plano arent paying attention to what Ive written, and have written a generic response.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took new car in for first oil service (change) at ~**** miles, dealship service **** changed oil and filter and signed off service as completed. Drove car home that evening approximately 70 miles, parked in garage, next morning left for work, after a few miles the oil light came on in car indicating no oil pressure, drove car back approx 4 -5 miles and noticed oil everywhere in garage and no oil on dipstick (indicating empty). Dealership sent a tow truck to pick up car back to their service ****, later the service **** reported that the oil filter was install improperly, therefore causing the drainag of the oil. The engine on this new car has sustained internal damage due to the lack of oil and oil pressure and now the dealrship in not willing to accept responsibility for their negligence. They simply replaced the filter and filled up the oil and state all is good. Any reasearch will tell you that running an engine without oil will immediately cause serious damage to an engine.

  Business response

  11/01/2023

  We unfortunately had a new lube tech and the oil filter was left loose.  We towed the vehicle from ******* back to the dealership and drained a little over 2 quarts of oil so it did not completely run out.  We performed another oil change and tested the engine which tested perfect.  We explained to the customer that since it did not cause internal damage to the engine garage liability will not let us replace the engine because hes worried the engine will not make it to ******* miles.  He understands that the engine is warrantied for ******* miles but wants it guaranteed to *******.  Hes unfortunately not happy with this answer nevertheless, the point we want to stress is the engine has never malfunctioned. While we do sympathize with his situation it still has the balance of 10 years/******* miles of warranty on the vehicle.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 4, 2023, I purchased a used vehicle from Central Kia of plano and when i first purchased the vehicle, they let me know it wasn't ready because it wouldn't pass inspection. They had to keep the car until it passed inspection after I had already purchased it. Maybe 3 weeks later I had a issue with my window and needed to take the car back to fix the issue. The wheel inside the window was rotten and needed to be fix. They proceeded to tell me I would need to take it to a ***** dealership since they are not familiar with the ***** car they sold me. After fixing the window, the door then proceeded not to open. I tell them and their only solution is to take it to a different dealership. Now its hot outside and my engine is overheating. I took the car to get maintenanced on July 28, 2023 and on August 14, 2023 the car is overheating and will not pick up speed. Due to the issues i've been having, when I bring the car to the dealership they have threatened to call the police on me multiple times. They sold me the car first and failed to mention the issues the car already had. It has a warranty and they sold me a car they could not fix. After reading the reviews left for this dealership, I realize I am not the only person who has had this issue with this establishment.

  Business response

  10/27/2023

  Kevielle purchased a
  2016 Chevrolet Cruze
  VIN: ***************** with ****** miles.
  We explained to Kevielle that we need to run the vehicle through service before delivery.Once we got the vehicle inspected by our service team. we reached out to Kevielle to take delivery of her Chevrolet Cruze.
  
  She Stated she had an issue with the car after delivery. She then brought the vehicle back to service and we addressed stated issue. Days later ******** came back to the dealership stating that her window wouldnt roll down or up.  She failed to share with us that the car was involved in an accident We explained that she purchased a used car and they come AS IS however, we did agree to look at the problem with the window and we ended up repairing it for her.  We resolved the issues to the customers satisfaction....

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st off I should have read all the reviews before I went. The Central Kia of Plano was the closest to my house so I dropped it off there. Dropped off the car on July 28,2023 with one of the ************ who told me I should hear something in a about ***** hrs. Never heard anything he would not return my calls or texts. I ended up driving up there to see what was going on. He just told me it was going to take more time and he would let me know. Fast forward 2 weeks I have not heard and when I call they tell me there is no update. The service people are so rude and don't care!! I picked my car up today and took it to another dealership. DONT leave your car with them, it will just sit for weeks and possibly months!!! Everything about this location feels like a dirty garage and the staff is not much different!

  Business response

  10/27/2023

  Issue was addressed and resolved.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2023 Telluride on 12/21/22. I was sold a 36 month EasyCare Select vehicle service contract for $2900. I cancelled this contract on 4/15/23 by sending the completed cancellation form to the dealership via **** (return receipt). The dealership signed for the cancellation form on 4/19/23. After not hearing from the dealership, I sent a copy of the form to EasyCare directly via email on 5/13/23. EasyCare acknowledged on 5/16/23 that the contract was cancelled as of 4/15/23 and that the issuing dealership would be sent the refund and the dealership would issue the refund to the lien holder. I contacted EasyCare again via email and they confirmed that the dealership received the refund on 6/10/23. On 7/13/23 I emailed ***************** at the dealership that the refund had still not been sent to the lien holder. Again, no response from the dealership. I submitted a complaint on the dealership's website on 7/29/23 and received a response that I would be contacted by ******* when the dealership opened on Monday (7/31/23). As of today (8/5/23), I have yet to receive any contact by the dealership to resolve this issue and the refund is still not paid to the lien holder. Per the contract, I should receive a 10% penalty for each month that the refund is not paid. By adding these penalties, the refund due is now more than the original contract purchase price. At this point, I want the entire contract amount of $2900 refunded.

  Business response

  10/27/2023

  Addressed the concern with customer and issue was resolved.

  Customer response

  11/02/2023

  I am rejecting this response because:   The contract states that any refund not paid within 45 days is subject to a 10% penalty and an additional 10% penalty for each month not paid.  This contract was canceled on April 15, 2023.  Refunding the money at the end of October without paying any of the penalties is unacceptable to me and is the hallmark of bad business practices. 

  Customer response

  01/16/2024

  I am attaching the relevant page with the ************** cancellation requirements.These requirements match the State of ***** ********** of ********* and Regulation website:

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

  Here are 2 of the FAQs from the ************** website:

   

  "I bought a service contract, but I have changed my mind. Can I return or cancel it? Can I get a refund?"

  
  Yes. The amount of time you have to cancel the service contract and the terms for cancellation are determined by when you bought your service contract. Your service contract should state the terms and requirements for cancelling your contract and obtaining a refund.
  Before January 1, 2012
  If you bought your service contract before January 1, 2012, and you have not made any claims under the service contract, you may cancel and return the service contract to the provider not later than:
  the 20th day after the date the contract is mailed to you; or
  the 10th day after the date of delivery, if the contract is delivered to you at the time of sale.
  You may be able to cancel the service contract at a later time as provided by the service contract.
  The provider must pay the refund or credit your account before the 46th day after the date the contract is returned to the provider. If the provider does not meet this time period, the provider owes you a penalty amount for each month an amount remains outstanding. The monthly penalty may not exceed 10 percent of the amount outstanding.
  For more information, see Occupations Code ********, Returning a Service Contract ; and ********, Voiding a Service Contract .
  On or after January 1, 2012
  If you bought your service contract on or after January 1, 2012, you may cancel the service contract at any time, even if you have made a claim under the service contract. The amount of refund will be determined based on when you canceled the contract and if you had any claims.
  If you cancel a service contract before the 31st day after the date of purchase, the provider:
  (1) must refund to you or credit to your account the full purchase price of the contract, decreased by the amount of any claims paid under the contract; and
  (2) may not impose a cancellation fee.
  If you cancel a service contract on or after the 31st day after the date of purchase, the provider:
  (1) must refund to you or credit your account the prorated purchase price of the contract reflecting the remaining term of the contract, based on mileage, time, or another reasonably applicable measure of the remaining term that must be disclosed in the contract, decreased by the amount of any claims paid under the contract; and
  (2) may impose a reasonable cancellation fee not to exceed $50.
  The provider must pay the refund or credit your account before the 46th day after the date notice of cancellation is received by the provider. If the provider does not meet this time period, the provider owes you a penalty amount for each month an amount remains outstanding equal to 10 percent of the amount outstanding. This penalty is in addition to the full or prorated purchase price of the contract that is owed to you.
  For more information, see Occupations Code ********1, Cancellation by Service Contract Holder; Refund.

  
  "I cancelled my contract more than 45 days ago, and I still have not received my refund. How much does the service contract provider have to pay?"

  
  A service contract provider who does not pay a refund or credit your account before the 46th day after the date they receive the notice of cancellation must pay a penalty equal to 10 percent of the amount outstanding for each month an amount remains outstanding. This penalty is in addition to the full or prorated purchase price of the contract that is owed to you.
  For example:
  Purchase price of the contract/amount owed: $100 - this is considered the amount outstanding.
  10% penalty = $10 - this penalty amount will be added every thirty days that the amount outstanding is not refunded.
  Provider must pay:
  46th day after provider receives notice of cancellation: $100 + $10 = $110
  30 days after 46th day: $100 + $20 = $120
  60 days after 46th day: $100 + $30 = $130 
  Etc.

  Customer response

  02/23/2024

  Hello.

  The lienholder received $2,545.70 on 10/30/2023.  I have attached an image from the account showing the date and amount received for the refund of the vehicle service plan.  Keep in mind, this refund was received over 6 months after the date of cancellation of the plan.  ***** law and the plan contract are very clear.  Any refunds not received after 45 days are to have 10% of the refund added as a penalty for each month beyond the 45 days.  There are 5 penalty months that should be assessed. 

   

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

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have kept car for a trivial issue (warninng chime and light) for two weeks. Courteous at first but then no response to call or email. Expensive car, one year old, bought it there. They did not offer a loaner, or compensate for rental. I told them if *** cannot give them info to fix fix the issue--to let me get car and then I can take it back when factory tells them what the issue is. No response, a few days without car is o.k., but now its two weeks without a verhicle and no response to calls or email. Very poor qualty customer service.

  Customer response

  06/29/2023

  The dealer ship tried to resolve.  The issue lies with *** primarily who has failed to provide the information the dealer needs to resolve the issue.  The dealership could have been more communicative and if its taking over a week they should provide a loaner vehicle or pay for a loaner. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  By far the WORST customer service I have ever experienced in my life with the service department. My vehicles engine seized and was towed to the Plano location. The vehicle had a factory recall, so the engine would need to be replaced under warranty. It took 5 months from start to finish and during this time, not a single phone call or update from *********************; he did not return my calls or voicemails. If I wanted ANY information whatsoever, I had to physically go to the service department to get an answer. When I was finally informed that my vehicle was ready for pickup 5 months later, there was a huge chip in the paint in one of the rear doors, my passenger side mirror no longer folds in and makes a broken clicking noise , and my back window tint has so much heat damage that you cant see through it. Upon pickup, I showed these things to the service manager, *****, to which she replied We didnt do any of this so it isnt our responsibility to fix it. Its all cosmetic and you came in for an engine failure. ***** looked at ************** and stated there was rust on the chip which indicates older damage- I then wiped off the bird p*** she was pointing at and explained how this is not rust, it is bird p*** Reluctantly, ***** told me that she would have the car looked at and fixed and ready in less than a week. One week later, ***** texted me saying your car is fixed and ready for pickup. The paint was fixed, but I still have a broken mirror, and still am unable to see out of the back windshield. I approached **** to discuss my disappointment with his and ****** service for the last 5 months, and he stated he had no idea what I was talking about, laughed, and told me its all a moot point now isnt it?, and ***** is no longer returning my phone calls or texts regarding the broken mirror. After parts and labor, it cost me $713 to replace the mirror. Seems unfair since the mirror was not broken when it was initially dropped off. Zero integrity.

  Customer response

  09/07/2023

  Nothing has been resolved. No contact by the business has been made with me. 

  Business response

  10/02/2023

  Although we are sympathetic in this situation. We are not responsible for this repair. The engine had a warranty extension that replaced the motor at no charge to the customer. Respectfully, This is an 8 year old car with 93K miles on it that was towed in for a seized engine under the name ******************* and his phone # was one file for updates.
  
  When the customer picked up the vehicle she complained of cosmetic issues that all have to do with the age of the vehicle and are not anything that we worked on.  We let all engine customers know up front what the timeline is on engines and it is their choice if they want to leave it here for the time frame.  This vehicle was here for 4 months not 5.  The motor in the mirror is bad, the back glass window tint is peeling and the paint was peeling on the car (none of which we caused).
  
  The vehicle has 3 stage ***** paint which was peeling and we paid $850 to fix as a one time goodwill for customer satisfaction but I informed the customer at that time that would be the only participation we would have (which was the most expensive of the 3 complaints that she had).
  
  This vehicle was repaired and left at our shop over a year ago on 7/30/2022.
  

*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. ↩