ComplaintsforDon Wood Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We added GAP insurance to our car loan that we had purchased brand new in 2022 from Don Wood in Athens, Ohio. February of this this we we paid off our vehicle, (5 years early) we went into the dealership in March to file for a refund of the remaining balance of the insurance owed to us, filled out the paperwork was even charged a 50 dollar cancelation fee which is fine, but we were told we would receive our check in approximately 4 weeks for $525 dollars, when we did not receive the check we went back to the dealership and was told it was submitted again and we would get it in about 5 days., that’s been approximately 5 weeks ago. We hate to file a complaint because we do like this dealership and like giving them our business. We have made multiple attempts, leaving messages and no one will return our call.

  Business response

  07/17/2024

  Subject: Response to BBB Case for ******* & ****** ******

  
  Dear Better Business Bureau,

  
  We regret any inconvenience *** and ****** ****** experienced with our service. The policy was indeed canceled on March 6, 2024, and it appears there was a lack of communication internally that led to this situation. We have taken steps to improve our process to prevent such issues in the future.

  
  I want to extend our deepest apologies to *** and ****** ****** for the inconvenience caused. As a gesture of goodwill, we would like to offer them a $50 credit for any future service needs at our Hyundai dealership. Additionally, we are mailing their check today.

  
  Sincerely,
  **** ****
  President
  Don Wood Automotive

  Customer response

  07/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *** And ****** ******

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a 2019 Jeep Wrangler MOAB addition on 12/2/2023 at the time there was approximately 9,600 miles on vehicle. The original powertrain warranty is still in effect (5/13/2024). 1. On 1/5/24 the check engine light and the auto stop/start light came on. I reached out to the sales person who stated to bring in the Jeep and they will take a look at it. (01/05/24-01/10/24) 2. 1/17/24 check engine light back on (01/16/24-01/17/24) - changed spark plugs. I waited in the lobby for 4.5 hours before I was told to go home and can pick up next day. 3. 1/19/24 check engine light and auto start/stop back on. Replaced auxiliary battery 4. 2/2/24 check engine light exhaust leak 5. 2/7/24 check engine light/auto start/stop light (2/7/24-2/27/24) 6. 3/1/24 check engine light/auto start/stop light (3/1/24-3/30/24) Map sensor replaced 7. 04/01/24 check engine light/auto/start/stop light (4/1/24-4/17/24) changed oil, requested I ride with service tech maybe my driving causing the lights 8. 4/21/24 check engine light/auto/start stop light (04/021/224 - Current) While Don Wood has given me a loaner car to drive, they can not seem to fix this issue (not for lack of trying). I reached out and left a message for owner (04/22/24) with no response as of today. Don Wood has put over 400 miles on Jeep and still can not figure this out (states lights do not come on for them). I drive about 100 and lights come on. I would like to be refund for this Jeep as it does not seem to be fixable. I have attached the service orders (that was given to me - did not get one for 4/1/24 states order is still open since Jeep was brought back) and pictures of lights and codes from Advance Auto's screening.

  Business response

  05/01/2024

  Hello,

  According to ******* ******,despite multiple visits, we've been unable to resolve the recurring check engine light and auto start/stop light issues on the customer's vehicle.

  We have provided thorough diagnostics and repairs, including replacing spark plugs, the auxiliary battery, and the MAP sensor, and have repaired multiple concerns of hers in the interest of goodwill. In addition, we initiated a STARs case with Jeep and even changed the oil as per their suggestion at no charge. At that time, she indicated the Jeep was repaired to her satisfaction and took possession. She now indicates her concern has arose again.

  We remain committed to finding a solution and are willing to re-evaluate the vehicle at any time. 

  Thank You,

  Jeff Wood
  President
  Don Wood Automotive.

  Business response

  05/01/2024

  Hello,

  According to ******* ******,despite multiple visits, we've been unable to resolve the recurring check engine light and auto start/stop light issues on the customer's vehicle.

  We have provided thorough diagnostics and repairs, including replacing spark plugs, the auxiliary battery, and the MAP sensor, and have repaired multiple concerns of hers in the interest of goodwill. In addition, we initiated a STARs case with Jeep and even changed the oil as per their suggestion at no charge. At that time, she indicated the Jeep was repaired to her satisfaction and took possession. She now indicates her concern has arose again.

  We remain committed to finding a solution and are willing to re-evaluate the vehicle at any time. 

  Thank You,

  Jeff Wood
  President
  Don Wood Automotive.

  Customer response

  05/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21645102
  
  I am rejecting this response because: 

  The Jeep still has not been fixed. It has been at Don Wood in Rockbridge for 2 months (I did pick up in a Thursday and by Sunday lights were back on and Jeep was back to Don Wood by Monday). 
  

  I appreciate the fact that everyone is trying to get this Jeep fixed, however I am paying for a vehicle I am in able to drive   The lack of communication and unable to fix from Don Wood is a little frustrating

  
  Regards,
  
  ******* ******

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I was in the process of purchasing a vehicle from this company, me and my bank both wired out amount of money on the day of March 26th I wired a little more than 20,000 and my bank sent 68,000 dollars. The next day I got a call from the company and they told me the car was stolen at 1am the night before. It is today March 4th and have not received any information on when the money will be returned and they have ignored multiple phone calls of mine.

  Business response

  04/05/2024

  We appreciate the BBB for bringing this matter to our attention. We sincerely apologize for the inconvenience they've experienced and understand their frustration regarding the situation.

  Upon receiving notification of the incident involving the vehicle they intended to purchase, we immediately initiated an investigation to ascertain the circumstances surrounding the theft. As part of our due diligence, we're working closely with relevant authorities to ensure a thorough examination of the matter.
  
  Please be assured that our priority remains the resolution of this issue and the return of any funds owed to them. However, in order to protect the interests of all parties involved, including Mr. Peebles and our company, it is imperative that we conduct a comprehensive investigation.
  
  We understand the urgency of his request for a refund and acknowledge the delay in communication. Rest assured, we are actively working to expedite the resolution process and will provide him with regular updates as soon as additional information becomes available.
  
  Once again, we apologize for any inconvenience this situation has caused and appreciate his patience and understanding during this challenging time. If he have any further questions or concerns, please don't hesitate to reach out to us directly.
  
  Sincerely,

  **** ****
  President
  *** **** Automotive

  Customer response

  04/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  My money has still up to this point not

  been returned to

  me.
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *******

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/19/23, I traded in for a '16 Hyundai Sonata Hybrid from Don Wood Hyundai, Athens, OH. The car was $12,500, and I received $1000 on my trade-in. On 9/17 all of the engine trouble lights came on while on a trip. Towed to the closest Hyundai Dealership in Erie, PA, they diagnosed that the timing cover was replaced with one that doesn't fit and modified to fit by cutting the ears off and attaching it with one bolt to the engine block. It failed, and required a new engine. It took Don Wood Hyundai, and **** the GM at Don Wood to answer or return our call. **** first said it wasn't their problem. Afterward, they agreed to cover the cost of labor to replace a new engine if I purchased one ($5K). I had to pay $650 to have it towed them, which happened on 10/11/23. From then, it took almost 4 months to be repaired. I picked it up on 02/05/24. A few days later the check engine light came on and it would ride rough. They replaced the coil spring. On March 5th, my wife and son were on a trip and the engine light came on and started running rough again. She drove to the nearest Hyundai dealership, in Mentor, OH, and had to get a hotel room. The next day, the dealership said the car is non-drivable They said that when Don Wood replaced the engine they cut off the skid plate under the engine that protects it from the elements, road debris, etc. They did not replace it and the cut up pieces were left in the trunk of the car. Rodents had made their way into the engine while it was sitting in their outside lot, and chewed on the wiring. The entire engine wiring harness assembly would have to be replaced at a cost of $8,315. I have tried to contact Don Wood Hyundai and they have refused to return any of my calls or emails. At the very least, I should be refunded for the new engine that they installed without reinstalling the protective skid plate under the engine.

  Business response

  03/28/2024

  Concerns Regarding Mr. ***** Hyundai Sonata Hybrid

  
  We would like to express my sincere apologies for the inconveniences and frustrations the ***** family experienced with the 2016 Hyundai Sonata Hybrid purchased from Don Wood Hyundai. Their feedback is invaluable to us as we continuously strive to uphold the highest standards of customer satisfaction.
  

  Upon reviewing their complaint thoroughly, I understand the sequence of events and the issues they encountered with the vehicle. I want to address each concern with transparency and offer clarification on the actions taken by our team.
  Regarding the engine trouble they experienced during their trip and subsequent diagnosis at a Hyundai dealership in Erie, PA, it's regrettable that they encountered such difficulties. However, I would like to clarify that your vehicle was sold in "as is" condition, as it had approximately 104,000 miles at the time of purchase. Additionally, we would have offered warranty products that they chose to decline, which might have provided additional coverage in this situation.

  
  It's important to note that our team extended a gesture of goodwill by agreeing to cover the labor costs for the engine replacement if they purchased one, which was accepted. We stand by our technicians' expertise and maintain that the replacement was performed to the best of our abilities with the information and resources available at the time.

  
  Regarding the subsequent issues with the check engine light and rough ride experienced after the engine replacement, we promptly addressed the rough ride issue. However, the recent incident involving rodent damage to the engine wiring harness assembly is indeed unfortunate. While we empathize with their situation, it's crucial to emphasize that such occurrences are beyond our control, especially if they happened outside our premises.
  I appreciate Mr ***** bringing these issues to my attention. We may be able to offer some additional goodwill.  We value their patronage and hope to regain their trust in Don Wood Hyundai.

  
  Sincerely,
  Jeff Wood
  President
  Don Wood Hyundai

  Customer response

  04/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21461071
  
  I am rejecting this response because: While I am upset with what happened with the original problem of needing to replace the engine, I agreed to have the work done.  I did not lodge a complaint at that time with the BBB and was satisfied with them picking up the cost of the labor.  I find it disingenuous when they claim that had we purchased a warranty it may have covered the repair when **** responded that the warranty would most likely not have covered the issue as the engine was tampered with, i.e. whoever replaced the engine timing cover cut the ears off to make it fit.  A warranty would not have covered that.  They know that.  Regardless, we agreed to spend $5K to replace the engine.  My issue is that the car sat with them in their lot, beside a dumpster, without any protective skid plate for 4 months, while they did the work.  I didn't remove the skid plate that protects the engine.  They did when they replaced the engine and failed to replace it.  I attached a picture of it cut up when it was left in my trunk and pictures of the undercarriage of my car showing it missing.  Classic Hyundai of Mentor, OH, showed me where they cut the bolts off so it could be removed.  Pictures were attached. This is on them doing a shoddy job of replacing the engine and not completing the job by replacing the skid plate, leading to the rodent damage.  I am not sure what they mean by "they would consider further goodwill", when they have made no attempt to contact me or return my calls.  They are simply trying to ignore the problem, hoping it goes away.  I have not received one single call, email or text from Don Wood Hyundai about this problem.  This response from BBB is the first I have heard from them.
  
  Regards,
  
  ****** *****

  Business response

  04/03/2024

  It would seem we're not able to offer any further assistance. We appreciate the opportunity to help and respond.

  Jeff Wood 
  president
  Don Wood Hyundai

• Initial Complaint

  03/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I inquired about a vehicle that was listed at $10,500 online. While looking over the papers they charged me 11,500 for the vehicle. I paid tax on the $2300 they charged me in paperwork on the “tax and title” They gave my no financial information and pushed me out the door. When I opened my envelope they gave me that had all my paper work, there was nothing about the bank they went through, my interest rate or my payment date. I found the upcharged vehicle price and a copy of a survey that they signed my initials to. I have reached out to the salesman multiple times for him to keep saying the manager is going to call me. It’s been over a week with no call.

  Business response

  03/28/2024

  Dear BBB,
  Thank you for bringing this matter to our attention. We apologize for any confusion or inconvenience she has experienced regarding her recent vehicle purchase.
  Upon reviewing her concerns and the details provided, it appears there might have been a misunderstanding regarding the breakdown of charges associated with her purchase.

  
  Here is a breakdown of the charges:

  
  Vehicle price: $10,500
  Documentary fee: $250
  AUL used vehicle warranty: $2,300
  Sales tax: $928
  Title fee: $66.50
  Convenience fee: $50
  Temporary tag: $20
  Down payment credit: -$500
  Total amount financed: $13,614.50

  
  We understand that clarity and transparency in financial transactions are essential, and we sincerely apologize if there was any oversight in providing her with the necessary information. We are committed to addressing her concerns promptly and ensuring that she has all the information she needs regarding her purchase. We'd be happy to review the paperwork with her in person. She can ask for **** **** our Business Manager. His email is ***************** or his direct number is ###-###-####. The transaction does show a selling price originally of $11,500 and subsequently shows a $1000 discount as well. This may have led to the confusion.

  
  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding.

  
  Sincerely,

  
  **** ****
  President
  *** **** Hyundai

  Customer response

  04/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  It is inaccurate. I am not confused on my part. They had me drive 45 minutes to resign paperwork on March 26th, for me to show up and them not have it done because they didn’t know I was coming even though I spoke to the manager about when I would come in and he said it would be done. After waiting another 40 minutes upon arrival.  They told me they would get back to me about doing it. So I now have a temp tag that expires in a week and no paper work and no communication. Whatever freshener they sprayed in the car, that they disguised the cigarette smell, has also wore off. For a family of non smokers, a car that I bought for a kid with allergies and migraines he has to carry emergency medicine for. That was a fantastic surprise. 
  
  Regards,
  
  ******** ********

  Business response

  04/03/2024

  I have asked my staff to get in touch with ******** ******** to learn where the discrepancy may be. If we do in fact owe her $1000, we will make sure she receives it.

  I have instructed our business manager **** **** to get in touch with her. He instruction to resolve the issue if an error has been made.

  Thank you for the opportunity to help and respond.

  **** ****
  President
  *** **** Hyundai

  Customer response

  04/16/2024

  ******** ********** ****************************>
  Mon, Apr 15, 7:57 PM (17 hours ago)
  to disputeresolution
  
  As to date. I have yet to receive anything to get plates for the car. Temporary tags are expired. Originally the amount was to be sent back to the bank and a new loan drawn up. I have since been told they aren’t doing that and they will just pay money to the bank on the car. This was over a week ago. Still no proof. So I now have a car that can’t be driven legally. Because yet again I was lied to.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ***** ******* purchased **** ******* ******** from Don Wood in ****** and i paid them admin-fee and title transfer fee well my birthday was 1 March and when i went to renew my plates i found that the bmv had no record of this happening. I went back to the dealership and requested that some one fix the problem well the answer i got it was my problem now and fix it. I have bought many new vehicles even the one i traded in and i will never be back there

  Business response

  03/25/2024

  To Whom It May Concern,

  It would seem unfortunate miscommunication in this instance. We offer collection of plate fees, and a convenience fee as an option with purchase. However, in this instance we only charged $15 for the titling fee. I've attached a summary of his purchase information. The admin or Doc Fee is $250 and is part of every transaction and It is not part of licensing. The $15 is for titling. We'd be happy to help him license his vehicle if he would prefer to pay us. We deeply regret any inconvenience Mr ******* may have experienced. 

  This is a lesson for members of our staff to make sure of the client's wishes at the time of delivery. It is my hope that we can assist Mr ******* and repair our relationship.

  **** **** President

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 11th of 2023 I bought a used 2015 Jeep Cherokee off of ****. It was rust free and the interior was immaculate. Little did I know it was the biggest piece of garbage I’ve ever bought in my life. For starters, I goofed and bought this without a warranty even though I knew better when I signed the paper stating that it didn’t have a warranty I jokingly said what if the check engine light comes on On my way home way home will it be fixed? **** said yeah if something like that happens, it will be dealt with. Guess what? THE CHECK ENGINE LIGHT CAME ON, ON MY WAY HOME. I figured it was something small but messaged **** a few days later and told him about it. I am over an hour away from the dealership, but messaged and seeing if they would fix it. But then I was told that I would most likely have to pay for it. Mind you the check engine light came on the day I drove it home. I let it go thinking maybe they just put the wrong kind of gas in it maybe it was just something small and I could fix it but no On top of the check engine light, it all runs bad even after an oil change. it makes a weird clicking sound sometimes if you lean against it and it moves it sounds like the motor or something is loose or something is coming out of it something like maybe a torque converter why I think it’s more a torque converter is now sometimes when you drive it up especially uphills it shifts HARD, hard enough to jump the whole car and it makes it big loud bang or thunk type sound. I’ve been trying to call the company I asked to talk to a manager because I want my car fixed I want my car fixed right and I shouldn’t be responsible for paying for it considering it’s done this ever since I bought it, my calls will not go through. I didn’t drive over an hour away to be sold a lemon and now I know why they sold it without a warranty. I understand if there’s nothing that can be done because I bought it without a warranty but I want something fixed in this mess or they can keep it.

  Business response

  02/16/2024

  To Whom It May Concern:

  We regret to hear that ***** ******** is not happy with her purchase.

  We reviewed the paperwork relating to her purchase and the vehicle was sold "AS IS". We can offer the following assistance.

  1. We'd be happy to help her purchase a different vehicle and take the 2015 Jeep in on trade.

  2. Provide her a free estimate as to the cost of repairs and any suggestions we may have to resolve them. All repairs would be at a 25% discount of our normal retail pricing. This offer would be extended for any of the 5 Don Wood Automotive locations in Athens, Logan or Rockbridge OH.

  3. We'd be happy to purchase the vehicle for its current wholesale market value.

  Thank You,

  **** **** 
  President
  Don Wood Hyundai LLC.

  Customer response

  02/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21268484
  
  I am rejecting this response because: I was told multiple times that we could work something out with a warranty and nothing ever came of it. I drove it off the lot with the same problems that its having now and didn't know it until the engine light came on and pulling the hill to my house. I don't want a new car because it was hard enough getting approved for this one, I cant sell it because I know it wont be enough to pay off the loan that's on it. I was looking at jeeps for a good little while and finally found one with all the things that i wanted in a car. I thought i got the car I've always wanted but instead got a half drivable lemon that i wouldn't trust taking hardly anywhere. The lot knew the problems it was having and knew that the check engine light had been cleared before I bought it and the still sold it to me no problems. I deserve a better outcome than what I was offered considering it started on my drive home FROM THE LOT, and how many times i have called and texted both the salesmen and the manager of the lot WITH NO RESPONCE. I had a gut feeling when i bought it that something fishy was going on with this lot but stupidly ignored it considering i finally found the car i have been wanting. Either way the owner would of had to get involved is what i was told and it seems like the owner wouldn't of helped me either way being how i can never get in contact with him. I didn't have the money to fix my old car so i thought i got a good one without any problems but turns out i bought a worse one. 
  
  Regards,
  
  ***** ********

  Business response

  02/20/2024

  We regret her decision... Our offer stands if she changes her mind.

  ****** * ****
  President
  Don Wood Automotive.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered by BBB staff DC. Consumer states in Oct 0f 2023 she is driving and the car will not accelerate over 25 miles an hour. She bought a 2016 Kia Optimum 10 days prior to off the lot. She called the dealership and was told to bring it in and they will check it out. They did diagnostic testing and they have bad news. The car is throwing itself into a sleep mode and will not accelerate. She needed a new engine. She was told hat year vehicle has a defective engine and needed replaced. She went thru 6 loaner cars as they kept her car. She bought an extended service contract for 5 years. They need the loaner car back because somebody is interested in buying it. Gave 2 options, the dealership would put in a used engine, there is a rod bearing defect that they would replace with a new one and asked her what she wanted.  She wants a new engine. Nothing has been done to date. She was told it was unsafe to drive.

  Business response

  01/18/2024

  ***** ***** purchased a 2016 Kia Optima Stock #******** on 3/21/23 with 73102 miles. Attached first is the extensive used car inspection RO#****** that was performed on the vehicle with replacing tires, performing oil change, alignment and replacing brakes. 

  
  ***** brought her vehicle in on 8/15/23 RO# ****** stating vehicle jerking and cutting out. Inspected vehicle and found engine fault code *****. Our service department confirmed common issue of bearing play which was also had a vibration detected.

  
  We searched for the for a recall and none was listed on vehicle, However, we did find a Kia corporate bulletin # *******/Z which describes vehicle concern when fault code ***** is present.

  
  We contacted Coughlin Kia of Lancaster Oh, spoke with advisor Heidi and made an appointment for the customer. Our advisor contacted ***** and was given the authorization to take the vehicle to Kia to have inspected, we drove the vehicle to the Kia dealership with no issues showing while on the drive. It was approximately 30 miles.

  
  Coughlin Kia inspected the vehicle, in which they stated the vehicle was running as designed and had no fault codes. The vehicle was there roughly 30 days. We picked up ******* vehicle and drove it back to our dealership. We then explained to ***** the findings from the Kia dealership. We advised ***** that she could pick up her vehicle at this time. We've made numerous attempts to contact ***** to pick up her car and to have our car returned. In addition, we texted ***** on 12/8/23, then 01/05/24, and again on 1/16/24 to pick up her vehicle and return the vehicle we loaned to her.

  
  We spoke to Kia customer support on ******* behalf. However, based on Coughlin Kia's findings, Kia will not offer a replacement engine at this time.

  If the vehicle would qualify for repairs under a extended warranty type of coverage, we would need to comply with the warranty companies method of repairs. We'd be happy to repair the vehicle to their expectations.

  At this time, a Kia dealer is saying that the vehicle does not need an engine, we've drivin it for approximately 60 miles without any issues. If the issue would arise again, Kia has a repair policy to replace the engine according to the Kia corporate bulletin.

  We regret any inconvenience ***** has experienced and very much wish to resolve her concerns.

  Thank You,

  **** ****
  President
  Don **** Automotive.

  Customer response

  01/19/2024

  I am rejecting this response because: they told me I had a defective engine, and I needed a new engine. They told me it had a rod bearing defect code. The service department manager offered me either a new engine or a used engine. I said new. He said they would send it to the manufacturer. I went home in a loaner vehicle. 

  For 5 months they told me it needed an new engine and they were replacing it for me. It is only within the last month that they've decided it doesn't need a new engine. 
  

  I contacted Kia the manufacturer why I didn't get an engine, they said the dealership should have worked with their tech department to prove the rod bearing defect without the code, and they would have replaced the engine.    
  

  I called the service department manager to share what Kia told me. I asked if they would put the used engine in. He told me **** ***** would have to call me back.  

  I've been terribly inconvenienced by bringing them their loaner back and forth.  The anxiety and stress over the loaner, sending me messages to return it, when they haven't fixed my car is incredible. They did not fix it after they said they would.

  It is all over the world that this car has a defective engine. I would like them to honor their promise to install a used engine under the warranty or through manufacturer's warranty. 
  

  Regards,
  

  ***** *****

  Business response

  01/19/2024

  We've supplied the facts as it relates to the vehicle in question. We respect her concerns.

  We have no further comment. Please pick up your vehicle and return our loaned vehicle as requested.

  If further concerns would arise, it would seem she would have the option to use her extended warranty or the Kia Motor Company special policy.

  Thank You,

  **** ****
  President
  Don **** Automotive

   

  Customer response

  01/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21157776
  
  I am rejecting this response because: 
  I was told my vehicle was un safe to drive and it was throwing itself into sleep mode and it was throwing codes of rod bearing defect with the engine and it needed a new engine after keeping my car for 4 month s with no repairs they then told me to come pick it up I was told I would get a new engine with the factory defect warranty or used engine with my extended service contract no work was done i was lied to
  Regards,
  
  ***** *****

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2020 Ford Expedition limited from Don **** Ford on 10/27/23. We originally test drove the vehicle on 10/24. On the test drive, we made it less than a quarter of a mile when the “check vehicle charge system” along with other warning lights came on. We took the vehicle back to the dealership. The sales person took a red code reader box(which will wipe away codes)and the vehicle back to the service bay to check it. Came back and said “everything was good on the ford scan”. So we decided to take a longer test drive and had no issues. While driving home on 10/27, those same warning lights from the test drive came on again. Fast forward to 10/28, when the vehicle displayed the same warning lights and died along the interstate while going 70mph, 3 hours from home. We had it towed to Don ****. Don **** replaced the BCM and said “all was good” on 11/7. The vehicle broke down again on 12/18, and I spoke with Larry in service who said I can pay to tow it there. I have no trust in them at this time. I decided to take it to a different ford dealership who had it for 3 weeks, said there was an issue with the BCM again. They applied dielectric lubricant to the BCM connection and was able to get it running, and free of any codes. I received the vehicle back today 1/9, and it died again 3 hours later. I find it hard to believe that this is a problem that Don **** wasn’t already aware of with the vehicle, and just wanted a sale, and I will take any avenue to find out. If Don **** wants to make this right, then they can pay to have it towed to them from Marietta. To be honest, I have zero trust in their abilities. So I now have an 8,000 pound paper weight that is not the least bit reliable.

  Business response

  01/12/2024

  Hello, thank you for the opportunity to help ******* ******. We deeply regret any inconvenience she may have experienced with the purchase of the 2020 Ford Expedition. Based on the complaint, it would appear that the vehicle was repaired, and the problem arose again, approximately 1 month later. At that time, she chose to have a different Ford Dealer review the previous repairs. My understanding is that, they waterproofed a connection and returned the vehicle to her. Subsequently, the issue arose again.

  We would be happy to inspect the Expedition to determine the cause of the problem. This inspection would be at no charge. If we find the repairs are our responsibility, we'd be happy to provide them at not cost to ******* ******. If the problem is related to the other Ford Dealer repairs, we'd provide all the information necessary for her to resolve that concern with them. Any repairs from this scenario would be hers to pay. If we find a new problem, ******* ****** would be responsible to pay for those repairs.

  Thank You,

  **** ****

  President

  Don **** Ford Lincoln.

  Customer response

  01/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. The other dealership is working directly with ford to resolve the issue. 
  Regards,
  
  ******* ******

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my car hauled to don **** on 8/22/23 for repair. Work was started on 8/29/23, but not finished until 10/11/23.. When the car was taken in, it had a good functioning interstate battery with close to a year warranty left. When the job was finished I was told that the battery would charge, but not hold it; so I was told I needed a new one which I agreed to have installed by don **** only because I wasn't sure I would make it home with my battery. I was told that due to the car sitting that long waiting for a part could explained the reason it wore out I believe that don **** repair office should have kept my battery charged on a slow charger to keep it charged , so that I shouldn't have had to have a new one. Also I was told the battery was replaced with an interstate battery, but it doesn't say that on the new one, I WANT MY MONEY BACK

  Business response

  12/05/2023

  Hello,

  Thank you for the opportunity to assist ****** ******* and the BBB.

  We have reviewed the complaint from ******. We deeply regret to hear she is not pleased with the repairs she received.

  In response to her concerns I offer the following...

  It would appear that she is pleased with the repairs to her steering column and concerned about the battery diagnosis. 

  **** Gould our Service Manager, shared the timeline of events for the vehicles repair as the following... 48 hours for Don **** Hyundai to provide an estimate, estimate approval from ****** was received 10 days prior to repair completion, parts were ordered and received within 7 days, and repairs were completed. The delay reason for the repairs would have been the client's approval.

  In our opinion, any battery that would fail within 45 days of a vehicle being parked, and has not been started, or driven would be considered a weak or failing battery. 

  As an auto dealer, we have many new and used vehicles that are stored at our dealership in excess of 45 days without any starting or battery issues. If a battery would fail, we would consider it to be a weak battery and accept the need for a replacement.

  Part # ********** is a Hyundai battery part number manufactured by Interstate batteries. It does not have Interstate branding, but is an Interstate battery. I am supplying a copy of the Hyundai dealer battery program with references to Interstate batteries and warranty information.

  We can offer a olive branch to ******. We'd love to offer her a Oil Change the next time she is in need of this service at no charge to her. With the hope to repair our relationship.

  Thank You,

  **** ****

  President

  Don **** Hyundai

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

  Customer response

  12/12/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20951810
  
  I am rejecting this response because: I won't be taking that vehicle for routine maintenance
  
  Regards,
  
  ******* *******

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