ComplaintsforBill Byrd Kia Panama City

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on november 1st went and got oil change done thou kia by jan 2nd after 3000 miles there was no oil in the engine and it started to smoke so i got it towed to kia they said i had an oil leak and valve pressure leak and now wants me to replace engines as well.when i bought the car the sales man said the 3702 miles that was on there from there for my 100 thousand miles warranty starts and now they saying that the mile that was on there before is added to the warranty so we went to talk to stephanie the manager ask her where the oil leak was their mechanic didn't know he wasn't the one that work on it cause they keep changing employees so we has for corporate number and in touch with a girl name alice she said that kia business is not a corporate business that it privately own when we called stephane back to ask her we was just put on hold we tried 4 times and got tired of being on hold and not being talk to all we want is for them to tell the truth and fix the car im a mother of 4 kids and about to lose my job cause i have no vehicle we ask if we can get a rental until this is taken care of and they said it wasn't their problem

  Business response

  01/23/2024

  Ms. ***** had her 2015 Sedona towed into Bill Byrd KIA, January 2, 2024, stating the vehicle was overheating and low oil.   The visit prior to 1/2/24 (132,434 miles) was 11/1/2023 (128,473 miles) for an oil change.  The vehicle went 3,961 miles.   On 1/2/24, the vehicle was found to have a valve cover gasket leaking, as well as the oil pressure sending unit leaking.  Both leaks caused the engine to overheat, therefore needing to be replaced.
   Once the vehicle reached 100,000 miles, her extended warranty expired.  She was under the impression that the 100,000 miles would be an addition to the 37,073 miles when she purchased the Sedona on December 18, 2018.  However, she was misunderstood, and the warranty expired at 100,000 miles.
  Ms. ***** does not service her Sedona with synthetic oil.  She has been using a synthetic blend.  According to KIA specifications, the oil should be changed every 3,500 miles and that is not the case with this customer.  The customer goes, at earliest, every 6,000 miles. 
  The engine replacement is due to customer negligence and not the fault of Bill Byrd KIA.  KIA is aware of this customer as well as having all of her service records.  Ms. ***** also spoke of having an attorney and therefore conversation with us has been ceased.
  

   

  Stephanie Ramburg
  Service Manager
  Bill Byrd Kia

   

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 26th my engine light started flashing and the engine started to knock on the highway so we had to pull over in 90 something degree weather with our 3 year old.We got Mary on the phone to which she acts sympathetic but says service has gone home til Monday and she will leave a note for them to call us on Monday when they get in. Monday comes and no call so I call and I am met with VERY RUDE customer service from Allen in service telling me it will be 1-3 weeks til they can even look at my car and how other people go without cars and its life. My mother called back and talked to Mary who apologizes and offers the solution to call Allen’s boss at home to see if my car can be seen. They tell me that day August 28th to have it towed which I did. I was told Id receive a call to inform me of everything and that my car was being seen well that was a lie. He called me the next day stating my car sounded like it was the engine but they haven’t checked it out yet but he printed the ticket. We waited and received no call so I tried to reach out to Mary and was told she was busy and would call me back SHE NEVER CALLED ME AGAIN. So for days we were given the run around until we got in touch with the service manager which was August 31st who then told us that a technicia needs to look at it to determine if the part is covered under warranty and then we can get a loaner and she told us it would be a week or a week and a half at most and it has been almost 2 weeks since we were told that and over 2 weeks since they have had my car. She told me to call kia consumer to see about rental help and they informed me they don’t do rentals but reimbursements on rentals and so I got a rental im paying for out of pocket. I feel as if the situation is retaliation for calling and complaining about Allen especially since I was told I wouldn’t have to deal with him anymore and he’s all that I had to deal with since.. We were only told what we wanted to hear and its sad.

  Customer response

  09/27/2023

  I have heard from Bill Byrd Kia and they are fixing my issue and have put me in a loaner rental as requested.

  Business response

  09/27/2023

  Stephanie our Service Manager has been speaking with the registered owner of the vehicle since Wednesday, September 13,2023.  Further arrangements were made with him in regard to this matter.  Any further concerns please have the owner contact us.  

  Thank you, 

  Sharon Bevis 

  Comp Controller / Office Manager 

   

  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 9, 2022 I purchased a brand-new Kia Telluride from Bill Byrd Kia. The dealership included a tow hitch in the deal. I returned to the dealership the following week to have it placed on the vehicle. They removed part of the bumper and put the hitch on. When I went to pick the vehicle up, I noticed that the wiring harness for the hitch and the bumper where not there. I questioned them about it and they told me that because the vehicle was new that they didn't have the harness and bumper replacement in stock yet. So as time goes on, I call them about every 2-3 weeks. It's been 5 months now and I had to return to the dealership for a recall on my car and still nothing about my harness and bumper. I want and need them to finish the job so I can tow my boat. I told them this from the beginning. My patents is wearing thin and this is no way to treat a customer.

  Business response

  05/23/2023

  I am very sorry that it is taking so long to get the parts to finish this job.  This is a manufacturing issue and we are in constant contact with Kia Motors to get these parts.  As soon as they come in, we will contact Mrs. ********* immediately and get the job finished.  I would like to offer the customer a free oil change as a courtesy and again, we are very sorry.  When she comes to get her free oil change, she needs to tell the Service Advisor that it is free per Sharon *****. 

   

  Thank You,

  Sharon *****

  Customer response

  05/27/2023

  
  Complaint: 19969796
  
  I am rejecting this response because:

  My question to you is, what do you call a reasonable amount of time? When I was sold my Telluride I told the salesman how important that it was that I have a tow hitch, because my husband and I go camping and we require the tow hitch for our boat. Because of Bill Byrd Kia's failure to uphold their end of the bargain. We have been unable to enjoy our family vacations with our boat for the past six months since the purchase of our Telluride. I fail to see how Bill Byrd Kia's service department cannot provide a solution to this simple problem. I could understand if it where some complex part that required major manufacturing but it's a simple wiring harness that could be purchased from a third-party at nearly any auto parts store in the country. In fact, as long as it doesn't void my warranty, I would be willing to accept a third-party part. I'm left wondering, for such a simple problem how much more time do you need? And why wasn't I told about the problem before the purchase?
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Soul Kia on January 18, 2022 Bill Byrd Kia located in Panama City, Florida. I had to wait two weeks before I could get the vehicle because it was to have a new engine placed into it. I took possession on January 18, 2022. On February 16, 2022 I took the vehicle in for service for the engine light. At this visit I was told that the cylinder was bad and the warranty would cover the issue. On March 23, 2022 I took the vehicle in for engine light again and the other cylinder was bad. Well this is where I found out that my car did not have a new engine, I also had my mechanic look at the engine and he confirmed it was not new (there were metal shavings in the oil). I was told on March 23, 2022 that I was to pay for the service that was being conducted. They finally agreed that the 2nd cylinder was bad and replaced it. But told me that I needed new spark plugs and a oil flush. Costing over $200. I signed legal documents with the knowledge that I purchased a vehicle with a new engine. I was told today April 4, 2022 that this car was not to be sold without the new engine. Also, my odometer was incorrect on my paperwork. This dealership sold me a car that was not to be sold until the car had a new engine. They advertised this on their website with no notice saying this vehicle was not for sale. I pay my monthly payment, they took my $2500 down payment and they are not honoring replacing the engine as it was suppose to be. Again, I said documents with the knowledge of a new engine. I even saw a document that clearly stated R&R which means Replace and Repair. This was shown to me by my salesperson. If they will not honor the new engine, I want a brand new vehicle for the same price. If they do honor the I want a new engine and I want them to fix anything that is wrong or potentially could go wrong.

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/04/12) */ Contact Name and Title: Sharon ***** Contact Email: **********@gmail.com ** Please see attached** Business Response /* (1000, 7, 2022/04/12) */ ***Document Attached*** Consumer Response /* (3000, 10, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by Mr. Noble that is was a "new engine". It was a verbal conversation over the phone several times that is why he cannot find any documentation saying that it was a "new engine" The engine light came on twice with the same issue Within 2 months of my purchasing the vehicle. The first time the engine light came on they replaced a (cylinder head) coil that was under warranty. The 2nd time I came in for the same issue, the service people wanted to charge me for the analysis. The service manager waived this fee. They checked the vehicle again and they found a 2nd coil (cylinder head) damaged. They replaced this under warranty. They also wanted me to change the oil (because I told them that there was metal shavings in the oil) and spark plugs (because the vehicle was no performing at full speed). These are items that should be checked when you put them on your sales lot. In Ms. Bevis report, I did decline the oil change and replacement of the spark plugs. In reviewing the CarFax of my vehicle it shows that the oil and filter was changed. This is an incorrect statement. I only had the vehicle a short time, why would I have changed the oil. There was metal shavings in the OIL not the engine, my question is why did they flush the engine and replace the oil before they sold it to me? I have been told by SEVERAL licensed mechanics that when you find metal shavings in the oil that is a major problem and this will cause the engine light to come on. In reviewing my CarFax, below is the information: 3/24/2022- Changed oil and filter change-INCORRECT-THEY DID NOT CHANGE THE OIL NOR FILTER. I did not come in on the 24th. 3/23/2022-Service Contract Claim-electrical system serviced 2/15/2022-Vehicle serviced Engine Powertrained Compute Module Checked(what service did they perform) 1/20/2022-Vehicle serviced 6/24/2021-Vehicle serviced 10/29/2020- Vehicle serviced, interior cleaned 9/28/2020- Vehicle serviced, maintenance inspection, Tire pressure monitoring serviced, Tires balanced and mounted. 9/21/2020 Vehicle service 9/10/2020 Vehicle serviced, cylinder head (this was what was wrong with my vehicle when I brought it in for service) serviced/repaired, oil and filter changed All these services were performed by Bill Byrd Kia and no where does it say that the engine was replaced (unless they are saying Engine Powertrained Computer Module Checked on 2/15/22), This was 3 days before I purchased the vehicle. When did the previous owner trade the vehicle in? I received a text on 1/12/22 at 5:34 pm from John ***** and I quote "I did forget to call you today, but I did check the warranty is 12 months/12000 miles on the PART they are fixing it was supposed to come in today it did not it supposed to be here first thing in the morning if you would feel more comfortable talking to my boss will be happy to have him call you in the morning there is no problem no issue the car should be ready Friday afternoon once it passes my inspection i am home now but you can call me if you like if not I'll call you first in the morning thank you for your business John" I did not take possession of the vehicle on Friday as was promised. It was Tuesday, January 18th. I was told for two weeks that this car was being repaired. I do not believe this vehicle has a "new engine or remanufactured engine". It stills has the old one in it and they put "bandaids" on the issues. I am being told by John ***** the warranty is 12/12000 and Ms. ***** states 3/XXXXX miles on the engine. Which is it? Mr. ***** says PART not engine. Also, Ms ***** is incorrect. I dropped my car off on April 8th. However, I have never received any paperwork for the service that was done on April 8, 2022 where they were to change my spark plugs, and oil change and this does not show on Carfax. Did the work actually get performed or did they just reset the computer? Jared, the service manager came to my office and had me sign the paperwork for the work to be performed. We have cameras on site, I can prove that he was at my office. Makes me wonder if it really got done. From 2019 back, the vehicle was serviced at Tallahassee Dodge Chrysler Jeep when they purchased it in 9.14.19 (Pre-delivery inspection) Mr. ***** told me that he knew the previous owners and that he was the one that traded this vehicle in for another one he sold them. At the time there was issues with the vehicle. Mr. ***** did NOT go into detail regarding the repair. He was aware that the vehicle was being traded in because it was having issues. That is why this vehicle WAS NOT TO BE SOLD!. Now I know why I was told by numerous employees with Bill Byrd Kia that this vehicle WAS NOT TO BE SOLD! As of today, the engine still makes a high pitched noise like something is loose in the components. I wonder if the A/C is covered? It is making a noise too. In regards to the mileage, Ms ***** is incorrect. John ***** contacted ME and told me that the mileage was incorrect and they needed a signed document from me stating that I give them permission to change the paperwork. I want documentation provided by Bill Byrd Kia showing the replacement of the engine with a re-manufactured engine. I want to know exactly what the warranty is on the re-manufactured engine and the powertrain components. I asked Jared to please do a complete inspection on the vehicle the day I dropped it off. I still have not received this report from the service date of April 8, 2022. I do not accept the apology of Ms. ***** nor Bill Byrd Kia. I have purchased numerous vehicles over my life time new and used and this is the first time that a dealership has misrepresented themselves and blaming the customer for misunderstanding. There are several misrepresentations from Ms. ***** and Bill Byrd Kia, This vehicle was not to be sold in its present condition and they sold it to me anyway. Jared told me that I need to have Bill Byrd Kia service the vehicle for several services just to make sure everything is okay with the vehicle. I will be taking the vehicle to another dealership, not the one that I work for and have them do an inspection. I need to know the actual truth about this car. It is apparent that Bill Byrd Kia will not honor my request for a new engine nor a replacement at the same monthly rates. Bill Byrd Kia is willing to lose their reputation over an engine.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my Dodge Journey in to get looked at. They said it was the transmission and I said I didn't believe that was the problem but they insisted on us buying a transmission and charged me 4,400.00 and said it was good to go.... It was not good and it had not been good since and they have had my vehicle for 9 months now. They sent it to a different company to fix it and that company also said it wasn't a transmission problem that it was a censor or something else. I have been asking for a refund and the manager basically said my vehicle was a piece of you know what... and then said I needed to buy a new vehicle. I explained that if he thought that from the beginning then why did he agree to fix my vehicle and charge me for it. All I want is my money back so I can go somewhere else because this has caused me to miss work on multiple occasions and they never call me back and always give me the run around. They are now agreeing that it is something different and I said well give me my money back for the transmission and then they said well it needs that too. I said no I can't keep spending money after you gave me the answer and said this was the solution.

  Business response

  04/29/2022

  Business Response /* (1000, 6, 2022/04/05) */ Contact Name and Title: Sharon Bevis, Comptroller Contact Phone: 850-872-0444 Contact Email: sharonb400@gmail.com We have cut a check to refund Ms. ******* We have let her know that the check is ready and the car must be picked up at the time she picks up check. It's been 3 days and we are waiting for them to pick check and unit up. We refunded all charges related to the transmission. That is all the customer is entitled too. Thank You!

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