ComplaintsforH & H Kia

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had to have a new motor put in (due to recall), the first time getting car back we had issues within 24hrs of getting it back. Low oil, coolant leak broken hose. We had it towed back to Kia, we got my car back that day, but the engine light came on and now oil overfilled by 1.5 qt, coolant 2qt low. Vacuum lines coming off brake booster. The incompetence and negligence is astounding. When asked to receive a loaner they stated they didn't have one, while their whole lot was full of cars.

  

  Business response

  10/19/2024

  Dear Ms. Leisch,

  
  Thank you for bringing this complaint to our attention.  I sincerely apologize for the issues you encountered following your vehicle’s engine replacement. We understand how frustrating it must have been to experience multiple concerns so soon after the service. I completely agree that this is not the level of service you should expect from us, and I take full responsibility for the shortcomings in the initial repair. We are using this situation as a learning opportunity for our team and will implement additional processes to ensure that similar issues do not happen again.
  I note we have replaced hoses and clamps plus additionally performed a complimentary four-wheel alignment and vehicle detail.

  
  Again, we apologize for the inconvenience and appreciate your patience and understanding as we rectified the situation. Should you have any further concerns or require anything else, please don't hesitate to reach out to me directly at ************ or via email at *******************.
  

   

  Andy Mortensen
  General Manager | H+H Kia 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see attached I am contacting you regarding the disappointing service I received at H&H KIA dealership on S. 84th Street in Omaha, NE. My husband and I purchased a new 2014 Kia Sorento at ******* *** dealership in Council Bluffs. On October 1, 2023, my car was broken into with the attempt to steal it. A neighbor was alerted and confronted them before they were able to steal the vehicle. My driver’s front window was broken, along with my windshield, steering column, and the dash on my driver’s side. I contacted my insurance company which instructed me to take the vehicle to a preferred collision repair shop. My insurance approved all the repairs, so I just owed the cost of my deductible. It took over 4 ½ months for them to obtain all the parts needed to repair the steering column and the other parts of my car that were affected by the damage under the dashboard. It was cheaper for me to purchase a used car for that time than to pay for all the weeks for a rental car. The car was later given to my grandson. I was told that KIA knew that certain models of the automobiles were very easy to steal, and a recall was out to install an anti-theft system. My husband passed recently, and I do not remember seeing any notification of recall information for my 2014 KIA sent to me. When I spoke with H&H to setup an appointment, I was told that there were several other open recalls on the vehicle to be completed. I scheduled an appointment for them to perform the recalls 1 day after I picked up my car from the collision repair shop. One of the recalls performed was for an anti-corrosion undercoating. I was informed by another mechanic who replaced my tires a few days later that the job was done incorrectly. He had to use a torch to remove bolts as they had been sprayed heavily with the solution and were “frozen in place”. I called to notify H&H KIA of this after I was advised so they could make notation of this.

  

  Business response

  08/20/2024

  August 20, 2024
  
  Dear *****
  
  Thank you for taking the time to communicate with me.  You certainly have had a number of issues to work through.  I want to express my sincere apologies for the frustrations you've encountered.  I can see why you feel the way you do.
  Regarding the battery issue, you’re absolutely right—we should have tested and informed you about the battery failure before you came to pick up your vehicle.  As a goodwill gesture, we’ve issued a check to you for $700 to acknowledge our part in this situation.   I understand you have now received that check.
  Regarding reimbursement for your rental car expenses during the repair period, we’ve contacted Kia USA on your behalf.  You should be getting contacted via phone from the consumer care division.
  Here’s the website you can also use if you prefer to request reimbursement without the phone call.  Just click this:  Customer Care Center (**********)    Use the “reload” button on the bottom left of your browser if the site does not open on your first attempt.
  At any point along the way if you feel your frustration growing, just reach out to me on my personal mobile  at  ***** ********  or my email at  *******************.  I’ll go to bat for you any step along the way *****.   
  Thank you again for sitting down with me to discuss these issues. I genuinely appreciate your patience and hope we can resolve this matter to your satisfaction.  Finally, I’m sure sorry all of this has been so difficult.  It will be good to finally get all resolved.
  
  Sincerely
  
  **** *********
  General Manager
  H&H Kia
  
  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1/24/24 purchased a 2021 kia forte that i was leasing, i did the extended warranty , was told it could be canceled anytime if i sell the car, i also purchased maintenance package , i had told them about the poor service i had received before they said that was before some new shop was built? so i tried it . i call the dealer the next week to get all the details and time/millage on warranty work, left messages, i did get text back1/30 and 2/6 they will call me as of 2/14/24 no call , 2/8/24 made a service request on line it took 2 days to get a call back in which they could not get it in for 2 weeks for a oil change so i feel they just talked crap just to get the service sales, i cand get any info or a call back i want to cancel these extended warranty and maintenance, how will i even know if somthing is covered if they dont call me back , when i said i was buying the lease they call then when there was a saile involed

  Customer response

  02/15/2024

  i did recieved a call back from h and h kia they sent a refund form to fill out , it has been filled out and sent back they advised i would not see the credit on the auto loan for about 6 weeks

  

  Business response

  02/24/2024

  Dear ***** 
  
  Thank you for your patience and understanding during our recent conversation about the warranty cancellations.  I would like to sincerely apologize for the poor communication and our inability to return your call promptly.  Your feedback is important to us.
  

  I appreciate the effective and constructive manner in which you communicated with me during the resolution process.  To recap, we helped get your warranty, select 3, and maintenance coverage cancelled with a total refund of $5,175.  Your check has been expedited and already mailed.  I’ve also attached a copy of the check to your BBB file.   Also, my goodwill offer of a paid membership to the Shine Shop car wash off 370 & I-80 still stands if you change your mind.
  

  I want to reiterate my sincerest apologies for the challenges you experienced.  I am grateful for your patience and understanding as we worked towards a resolution.  If you ever need assistance in the future, please feel free to contact me directly on my personal ****** ****** ** *************  * ** **** ** **** *** ***** 
  S********* **** ********* ******* ******* *** *** 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I came away from a service appointment at H&H Kia for a free vehicle safety recall with a bill from a debt collector for $*********. The service I came in for was not done in a timely manner, no timeframe was given initially for the service so I wasted almost 2 hours waiting only to be told parts were not in stock and nothing was done. I rescheduled another time to come in and was then given a loaner vehicle (which I didn't ask for and previously declined). I was not properly briefed about the ramifications of the loaner vehicle, which was loaned to me likely against internal company policy by a very young, very inexperienced worker. The service was again not completed in the timeframe I was told (one day). My car was kept over the weekend, even after I tried to reach out and cancel a speaker diagnostic I had also requested to get my own car back faster. The following day, the loaner vehicle was stolen and wrecked (see attached police report). Car was locked. My vehicle has an immobilizer, the loaner did not. Would've prevented this theft. **** **** **** ******* ****** ********** *** ** *** *** **** ***** ***** *********** ******* ** ***** ********* ******* **** ****** ** *** ** **** ******* 2012-2021 Kias lack an immobilizer. It is an incredibly negligent practice by the dealership to loan vehicles without proper security hardware, and to not offer optional wheel locks like Kia has been offering for consumer vehicles. Received very rude and dismissive service when arriving back to notify the dealership of the situation. A claim was filed on my insurance by H&H without any notice given to me, which was denied. After two months of almost zero communication from the dealership, I receive a debt collections notice out of the blue for $*********. Zero communication back from H&H Kia when trying to contact them for support. Please read the full story I attached. This is a nightmare I can't seem to wake up from and I pray that someone with a heart does the right thing.

  

  Business response

  05/09/2023

  May 8, 2023
  
  Dear Jake,
  
  Thank you for taking the time to speak with me the other day.  As we discussed, H&H Kia has informed our insurance company that we are no longer pursuing compensation for our vehicle that was stolen while in your possession.  We appreciate your willingness to continue our relationship so we can resume doing business together. 
  As we confirmed on the phone, you have my cell phone and email address.  If you have anyone contact you about this situation, please get their name, number, what company they represent and then let me know.  We will then contact the appropriate people, so that they will cease. 
  Thank you again for working with us to come to a reasonable resolution.  We know this situation has been difficult for you and we are happy to help bring it to an end.  Again, please don’t hesitate to call me if I can assist you in the future. 
  
  Andy *********
  General Manager
  H+H Kia 
  Email; *******************
  Mobile: ************
  
  

  Customer response

  05/09/2023

  
  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.
  
  Sincerely,
  
  Jake *******

*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. ↩