ComplaintsforKia of Huntington

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, we dropped off a car with an appointment at 2pm on Monday June 24th for diagnostics on the transmission. They said they were running behind and wouldnt be able to look at it until the next day. We had to get a rental car. Every day since then, we have called to get an update on the car. We kept getting put on hold telling us someone would call us back. We never got a call back, we had to keep calling them. Finally, on June 29th, someone called us and said that the car needed a rebuilt ****** and would be taken in first thing Monday morning on July 1st. We were told it would take 2-3 days or 4 in the worst case scenario. By Wednesday we still couldnt get in touch with anyone who could help us. We then needed to extend the rental car. Finally Wednesday evening we got a phone call saying that because of the holiday, the car still isnt ready. Then they pushed it to probably Friday. Friday came and went and we had to extend the rental car again. Now its a full two weeks later today being July 8th, and still have no answer on the car being ready. We have already spent about $1,300-$1,400 on a rental and believe that we should get reimbursed for this from *** for our troubles. Needless to say it has been two weeks now and still dont have a car or an answer on wether or not it is even ready to be picked up. We thknk that this is completely unacceptable and should be compensated for our rental car. Thank you

  Business response

  07/11/2024

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by our customer.
  The customer's vehicle, a ***** was brought to our *** ********** for transmission diagnostics and repair. As we specialize in *** vehicles, we promptly sent the **** to a transmission repair shop that specializes in **** transmissions to ensure the highest quality of service.
  There were delays in the repair process due to the 4th of July holiday. Additionally, the repair required authorization from the customer's third-party warranty provider, which further extended the timeline. We understand these delays caused significant inconvenience to the customer.
  The vehicle has since been repaired, and the customer has picked it up. We apologize for the communication issues and the extended repair time.
  Regarding the customer's request for rental car reimbursement, we regret to inform you that we are unable to cover these costs. The customer is advised to contact their third-party warranty provider to inquire about possible reimbursement for rental car expenses under their coverage.
  We value our customers and strive to provide the best possible service. We will take this feedback to improve our processes and communication in the future.
  Thank you for your understanding.
  

  Customer response

  07/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  My car was not promptly taken care of. My car was dropped off on ****** June 24 and no communication was provided by *** until that Thursday. I did not hear anything from *** ****** night or Tuesday. I called on Wednesday and was told that the one person who could speak to me was gone for the day and would call me back on Thursday. I called on Thursday and was informed that the transmission needed to be repaired and *** was attempting to find somewhere to send the car. About 2 hours later I received another call from *** stating that my car was being looked at and they still didnt know what the issue was but they were working on it. My car did not get sent out until ****** July 1st. Every time I called for an update I was given the run around because only one person in the entire service department could talk to me about my car. That was unacceptable. I was told I would most likely have my car back by Wednesday. On Wednesday at 3pm is when I was informed that I would not be getting my car back because there were some issues getting parts. I should have been informed well before 3pm on the day I was supposed to get it back. Additionally *** continuosly refused to tell me where my car was sent. I have a right to know where my property is and that right was violated. When it was explained to *** that I was paying out of pocket for a rental car and that there lack of communication was costing me more and more money to extend the car their response was that there was nothing they could too and they could not provide me with a courtesy car because my car was not a *** despite the fact it was purchased at that ***. This is not the first time I have dealt with a lack of communication or poor service from this ***. Every time I go there it is a miserable experience. This is an ongoing issue and it is not acceptable.

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

  
  
  
  
   
  

  Business response

  07/15/2024

  Dear Better Business Bureau,
  Thank you for providing us with the opportunity to address the customer's concerns further.
  We sincerely apologize for the inconvenience and frustration the customer experienced during the repair process for their vehicle. We acknowledge that our communication and service did not meet their expectations, and we regret any inconvenience caused.
  Upon reviewing the customer's updated statement, we would like to provide the following clarifications and additional details:
  Communication Delays: The customer dropped off their vehicle on Monday, June 24th. Due to unforeseen circumstances, we were unable to provide timely updates on Monday and Tuesday. The customer reached out on Wednesday and was informed that the relevant personnel were unavailable. We acknowledge that this was not acceptable and apologize for the lack of communication during this period.
  Repair Delays: The vehicle was sent to a specialist repair shop on Monday, July 1st. The delays in repair were due to the holiday and the need for parts, which were communicated to the customer. We regret that our communication regarding these delays was not timely or clear.
  Lack of Courtesy Car: We understand the customer's frustration with the lack of a courtesy car. Our policy typically provides courtesy vehicles for *** cars, and we regret that we could not extend this courtesy for an off-brand vehicle despite it being purchased at our dealership.
  Location of Vehicle: We apologize for not providing the customer with information on the location of their vehicle. We understand the importance of knowing where one's property is and regret any distress this caused.
  Repeated Issues: We are concerned about the customer's statement regarding repeated poor service and communication. We are committed to addressing these issues internally to improve our service quality and ensure that future interactions are satisfactory.
  Regarding the reimbursement for rental car expenses, we reiterate that the customer should contact their third-party warranty provider for possible reimbursement under their coverage.
  We take this feedback seriously and are taking steps to improve our communication and service processes. We appreciate the customer's patience and understanding as we work to enhance our service standards.
  Thank you for your attention to this matter.

  Customer response

  07/19/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased 06/13/2023 2020 ****** CH_R from KIA OF HUNTINGTON.The loan was given by *** ************ of sale contract attatched).At the time of sale Kia ******* manger did sell me the extended service contract for $2500.00(copy of service contract attached). But at that time *** manager did not advised me to buy GAP insurance for my loan which could have been purchased by me because it would have been much cheaper than the service contract .On 02/14/2024 I was rear ended and my car was a total loss (copy of total loss also attatched). I have been trying to get refund for my warranty service contract since03/04/2024(copy of (*** ******* manager also attatched). I sent them so many Emails and ************ of HUNTIGTON so many times but they did not refund me my money for canceled service contract so far.About 3 weeks ago I visited the dealer the manger misbehaved with me and threatened me to got arrested by police If do not leave the premises of *** dealership.kindly help me to get my refund

  Business response

  06/12/2024

  Dear BBB,
  We appreciate the opportunity to address this complaint. Our records indicate that the customer visited our dealership a few days before filing the complaint, and we had already resolved his concerns at that time.
  To provide clarity, here are the key points:
  Resolution:
  The customer visited our dealership, and I personally addressed his concerns. The delay in processing his refund occurred because the finance manager he had been dealing with was critically ill and hospitalized. Despite this, I ensured that the refund was processed immediately during the customer's visit.
  A check was issued to the customer, which he received and subsequently cashed. Proof of the cashed check is attached.
  Customer Interaction:
  During our interaction, the customer made some deeply upsetting comments, wishing harm upon our finance manager and stating that he would not survive or return to work. Despite this, I remained professional and resolved his issue.
  We are committed to providing excellent customer service and ensuring a safe and respectful environment. Due to the nature of the comments made by the customer, I informed him that I did not wish to have any further interactions with him, as his remarks were hurtful and inappropriate.
  We believe this matter has been resolved as the refund was processed and received by the customer. Please let us know if any additional information is needed.
  Thank you for your attention to this matter.
  Sincerely,
  ***********************
  KIA of Huntington

  Customer response

  06/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because  They have mailed the check to**** *******************************************************. MY address is ********************************************************************. You can check all my documents attatched with the complaint.They did it by purpose to harrass me .They have all my file with this address. I live in  LEVITTOWN since 2002 and never lived IN *******. Kindly tell them to mail me a check on my address that is   ***********************, ***************************************************************. Moreover the check has been cashed/deposited  in  **************** IN ******************I dont have any bank a/c in **************** and also these are not my signatures .

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

  
  
  
  
   
  

  Business response

  06/20/2024

  We sincerely apologize for the inconvenience and frustration you've experienced. We take your concerns very seriously and want to clarify what happened.
  Our records show that a check for your extended warranty refund was issued; however, due to an unfortunate error, it was sent to another customer with the same name. This customer mistakenly cashed the check. When you brought this to our attention, we conducted a thorough investigation and confirmed the mistake.
  To resolve this, we have issued a new check and mailed it to your correct address. We understand that this has been a distressing situation, and we regret any perception of wrongdoing. Our intention was never to cause you any trouble.
  We value your feedback and are taking steps to prevent such errors in the future.
  Thank you for your understanding and patience as we work to make this right.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was in the process of purchasing a 2024 Kia ********* I was told to give a ****** refundable payment . My Discover card was charged ******. When I realized the cars purchase was out of my financial capability, I informed my sales person and requested a refund. I went to the dealership and filled out a form. The salesperson gave it in to be processed. I was told it would take 7- 10 days for it to be completed. It was never completed. I called a few times, was given apologies and was told it was being processed. I waited a day or two more, but nothing. I called again, have received apologies and told again that it was being processed. I then mentioned that I would contact the BBB . My salesperson then connected me to her Manager. He informed me that he sent me an email copy of the return with a process number. I informed him that I never received an email, so he asked me to confirm my email address, I did, and he read it back to me, and said he will send the email with the information proving they processed the return, which he never did!, and that if I contacted the BBB that I would be telling on the wrong person. Insinuating that the fault lies with my Discover card. I called Discover and they said they have received nothing about a refund.

  Customer response

  04/01/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Kia of Huntington has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *************************************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On august 31st of 2023, I purchased a used 2020 ***** 6 from Huntington *** used car department. 2 weeks prior to actually purchasing this vehicle, I test drove the vehicle to see if it met my needs. I was satisfied with the vehicle, and at that point wanted to move forward with the purchase. At the time, my sales person(****** ) let me know it was a vehicle traded in and that they have not received the title as of yet. I let him know that i will be leaving the country for 10 days, so if the vehicle is not sold by then, i would still be interested and that you(meaning the *** dealership)should have received the title by that time. When i returned the dealership (****** *********** ) contacted me and said they were ready to do the deal with the vehicle. I went to the dealer with a PRE approval from *********** for ***** ready to do business. When i got there they(******) then told me that the title had not come as of yet, but it should be coming shortly and I didn't have to worry. So the vehicle was purchased the night of august 31 of 2023.. I traded in my vehicle and took the 2020 ***** 6 home, with a dealer plate until the title arrived. I was to transfer my plates from my old car to the ***** when the title arrived. Today is November the second i have had to turn in my plates from my old car, and IM still having to drive this car with the dealer plates. I drive for lyft and UBER for ride share work as well as drive to my regular job. So i have had to use rent a cars permitted by ride share company when i could, as well as just not drive for UBER and lyft for weeks due to the fact that i have no registration for the car that I drive For the ride share apps. I have been Working with them for months prior to taking possession of the 2020 ***** 6. I have been to the dealership several times and was told the person in charge of that department name is *****. I would like to be able to register my car and be compensated for the money lost with my ride share business

  Business response

  11/03/2023

  We have been trying to reach the customer because we have received the corrected paperwork for him. The number we have on file is not correct and we cannot reach him. Can you please have him call me at *******************. He can also email me his contact information and I will immediately call him. My email is ******************************

  Customer response

  11/09/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought our new car *********** [purchased at this location) in for a warranty repair of the spoiler ( gasket attached to spoiler was hanging ), Was told they had to remove the spoiler, get a new one and paint match it.Went to pick it up and immediatly noticed the trunk paint was gouged when they re-attached spoiler, and the paint on spoiler had many bubbles and was rough elsewhere. They agreed to MAKE sure it was made right and the Service Manager Personally would supervise the job and send it back to repair -this time they must have left spoiler on car and re-painted as the trunk now has been over-sprayed and drip marks on trunk and spoiler- looks like an amatuer did the job. They actually made it worse than prior.Now they state they cant do anything else, and was told to call ********************* ( If needed I have pictures of the job as well as a quote from a body shop for damages $1322.00 due to the damage they caused). ******************** also saw the damage and agreed that it needed to be fixed - after several weeks of trying to contact the General Manager ******************** - he wanted to see the car for himself and an appointment was made. He never showed up for the appointment- another appointment was made and he said now that he is involved he will take care of it and would call me the following day - he never did. After several more weeks of Kia ******** trying to contact them - they stated they could not get him to response and now they state its between you and the dealer. ****** Never responds to calls or emails. Even the General manager *************************** doesn't respond to messages .

  Business response

  02/28/2023

  ****************** purchased a vehicle from ** on 10/31/2021. He had a concern with the finish on the trunk spoiler (this item was factory installed). We contacted *** corporate and proceeded with a repair under the manufacturer's warranty. The customer was not happy with the repair and we paid for a second repainting of the rear spoiler purely looking to satisfy the customer. He again was not happy with the repair. At that point we got the manufacturer involved again and after their inspection we were told that the vehicle is within manufacturer's specs and they will not be authorizing any further repairs. ****************** continues to publish reviews with false information and accusations. He is insisting that we give him money to get the spoiler repaired himself. We are not willing to do that. As a final courtesy, and only if he recants on his reviews we would be willing to ********** his vehicle. If we find any issues we would have our shop make the necessary repairs.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to *** to purchase a vehicle and I put down a deposit for the vehicle. The first issue is the car was marked up from the price the salesman promised me. The sticker price wasnt the price of the car that he said. Then when taking the deposit he didnt tell me there was a fee for using my card to which I told him Id go get the cash cancel the transaction. To which he promised a full refund or the full amount to go toward the car. I didnt end up getting the car and it almost six months later and I have yet to receive my refund. Ive been going back and forth with them and weve gotten literally no where. I need help getting my refund.

  Business response

  11/30/2022

  This customer has already received a full refund including his CC fee. After 90 days we can no longer refund the CC directly so we issued checks to him which have already been cashed. I have attached all the backup documentation.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** of Hungtington sold my husband a fraudulent auto warranty on a used dodge caravan. I spoke to service manager and mechanic and they informed me their mechanics cannot repair or fix dodge vehicles. Warranty was purchased at the time of sale on December 2020 which is for five years. My husband and I met with general manager, finance managers in which one of the finance managers advised us she will process the warranty release in June 2021. As of this date, release has not been processed and a refund has not been sent from *** to my husbands auto finance company. They ignore our calls when we repeatedly call for status update. This business should not be allowed to sell warranties for vehicles that they cannot service and they should immediately refund the purchase price of the warranty. This business is engaging in fraud and it needs to be rectified immediately.

  Customer response

  12/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The General Manager asked for the following info:
  
  *********************** - Purchaser
  Dodge Caravan VIN# *****************
  Date of Purchase : 12/3/20
  
  I would  not want this info to be made public which is the reason why I did not respond to the business in the complaint.
  
  Even though, the business respond, this matter is not resolved until KIA of Huntington send a refund check to my husband's auto finance company- Capital One.  Again, the 5 year warranty that they sold my husband was based on fraud since their service department informed us that they could not fix or make the repairs on my husband's dodge caravan. 
  
  Furthermore, ***********************, has this information already. I gave this info to Sales Manager - ***************************, Manager of Finance, *************************, and *****. 
  
  Thank you,
  
  **** ***** *******************
  

  
  

  Business response

  12/23/2021

  I am sorry to hear about your unsatisfactory service. If you can please provide me with the name the vehicle was purchased under as well as the *** number, I will research the matter and make sure that it is promptly resolved. I can be reached at *****************************.

  Thank you,

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

  General Manager

*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. ↩