ComplaintsforJake Sweeney Fiat

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am having trouble with Jake sweeney kia in Florence,ky. I bought a car from them at the end of December 2023, only had the car for 4 months when the check engine light came on and i had to get the car towed to jake sweeney, who told me i had a lifetime warranty as long as I brought the car to them when I needed to get things fixed. So i towed it to them and they proceeded to tell me that since they were kia, they couldnt fix my car and made me use yet another tow from my insurance to tow it down the street to *******...since my car was a *******,even though i bought my car from jake sweeney. So ******* was confused why the car was towed to them and told me my car issue was not under warranty....now i have had the car for 6 months and 2 of those months it was sitting in a car lot being useless to everyone. And I am still paying 194.91 every 2 weeks on a car that i dont even use at the moment. After i had asked countless people at jake sweeney for help, nobody has answers or will not return my phone calls at all. It has been radio silent from them. So i still dont have a car,that i am paying for....and nobody wants to give me answers. I feel like jake sweeney service people should have caught the problem before the keys were even handed to me the day i bought it, but they didnt, which makes me feel like they dont do a good check on peoples cars and let them drive away with proior issues that should have already been fixed.

  Business response

  07/02/2024

  BBB,
  I appreciate the BBB for being a valuable and efficient partner in helping our clients mediate when needed. The BBB serves as a good medium for both clients and businesses to address issues that arise.
  This situation should be easily rectified by the manufacturer. ******* has the responsibility to cover this repair under a national campaign for defective engines. Unfortunately, the ******* dealer here in Florence refuses to facilitate the repair. Our Jake Sweeney Service department and sales team member have gone above and beyond to help this customer get their car repaired by the manufacturer. We have even dispatched employees to the ******* dealer to educate them on how to get ******* to cover the issue. Our Service Manager reached out to the ******* area representative and confirmed coverage.
  Our advice has been to take the vehicle out of the local ******* dealer and bring it to a capable ******* dealer. This situation is unfortunate due to the absolute disregard by the local ******* dealer of ******* owners’ concerns. All this being said, we are willing to help and do this work for a greatly reduced rate, but we understand that isn’t of great help when the repairs should be covered by *******, the manufacturer, if the facilitating ******* dealer in Florence would do their job and facilitate the repair.
  If this customer would like to communicate directly with our Service Manager or myself, they are welcome to do so to figure out a way forward outside of the normal process of having the ******* dealer facilitate the free repair offered by the manufacturer.

   

  With warm regards,

   

  Jesse P**** 

  GSM

  Jake Sweeney Kia

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was treated horrible in the service department at this business. Below you will see the google review & the further horrible response from them... not taking any ownership I bought a car through ******* (not the dealers fault) but the dealer and the warranty company don't communicate & the dealer refuses to take an extra step... because of their lack of paperwork retention, change in staff & misplaced documents. Now in warranty company denied the claim because time lapse. Once I provided the documents. After really being called a liar! They still said they were never paid. The service guy said "look I don't fix problems with ******* or the warranty company. If you want the part you got to pay for it or leave. Because I'm not in the business of arguing with people. " says a guy whose car runs. I hope he never treats anyone else like that! Response from the owner 16 minutes ago So you bought a car with issues from *******, and a warranty from them or another third party that's obviously not covering the claim and all you can do is blame the dealer that's selling you the part and asking to be paid? Shameful!

  Business response

  06/22/2022

  Firstly,

  My service manager, Tony D***** and I delt with ****** personally.  We ordered her a key and fob for her Fiat 500 that she purchase from ********. ******** denied her claim for a key and fob not once but twice. It was denied by ****** **** Warranty Company which is ******** extend warranty company.  ****** then, escalated the claim because she wanted ****** **** pay for the key and fob.  ****** **** denied the claim again. Jake S****** Fiat has never received any payment from ****** **** for a key and fob because the claim has been denied. This claim has never been approved by ****** ****. In fact, when Mr. D***** called ****** **** on 6/20/22 on ****** behalf, he was told again that they have already denied this claim twice. In short, if ****** wants a key and fob for her vehicle, we would be than happy to provide it for her but, she needs to pay for it.  FYI. Arguing and using foul language does not help her cause in this situation.

   

  Thank you.

   

  Coby S******

  Customer response

  06/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  This gentleman that responded was not there for the language & reaction from his employee. Nor do they accept any responsibility for that, the lost documentation or effectively not communicating the "real" issue to ****** ****. I challenged them to pull their camera recording with audio for the truth. Never the less, ******* & ****** **** attempted to reach out to them several times, never getting a return call. UNTIL I called & advised that this can be covered if they submit the claim. The did they were paid, but then charged me for something else (the headlight) that Tony stated I wouldnt have. But because I understand and accept that responsibility, I did pay for it & will never do business there again. 

  Note, I have a close friend who had a similar experience, but their close to the real owner of that branch & these experiences were shared. I truly hope that the cameras & audio are pulled for future situations. 

  So technically, this is resolved, but not the way the business is claiming so. 

  
  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. ↩