ComplaintsforKia Of Beavercreek

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally purchased my 2015 Chevy trax from here in June. My initial experience through the sales process was amazing and the only thing we found alarming was the constant delays when it came to the car being ready. I purchased this vehicle through beavercreek with the promise that it was fully inspected and ready to be purchased and I have these statements in writing. Almost immediately after I purchased this vehicle there was issues with it and we found out it was in fact not fully inspected. Shortly after I had to go to Firestone as I needed a new alternator among other things which is a major issue as there’s no way this was looked at with a shot alternator. The car did need tire rods which the dealership took care of and I appreciate that at least. I never got a full diagnostic even with the alternator situation as I purchased this car with the understanding it was drivable and safe. I got a full diagnostic on the car and they are telling me there is multiple underlying major issues with the vehicle (over 2,000 in repairs). I have been to 2 different auto shops attempting to get the warranty company to cover this and even though it’s out of the 40 mile range I have been getting declined for months based off distance. I Now have no choice but to make the hour long drive to Beavercreek in order to get my car serviced. This vehicle was sold to me with false information and now I the consumer have to face the repercussions.

  Business response

  01/25/2024

  This van was purchased in June 17 2023 .  The customer states that the sales process was good .   The statement made where it took some time to get ready before they purchased it , This was due to the Trax having to go thru , detail and clean up and also thru service department . It was a fresh trade in at the time they originally looked into buying .   This is the first i a hearing about any type of complaint from the customer .  It sounds like the alternator has gone out after 6 months and the winter cold . Which can happen and there would not be anything that would have let us know this on a inspection in June .  I apologize that they were inconvenienced with this , on a used car . It was a nice 2015 Chevy Trax it did have 78,000 miles on it when they bought it .    Customer lives in mason ,Ohio . It sounds like the auto shops she is taking it to , do not or will not apply her warranty for repairs . I can not speak for them on why they would not .  If they bring the car back here , i can assure that we can submit it for warranty repairs .     I would want to get a proper diagnostic   on the vehicle to make sure what is wrong or needs repaired is covered .  But we can at least help and assist this way .   I can reach out to customer and see what we can help with .  I believe we did help and it says we helped before on this vehicle .    I am certain we tried to make this customer happy with purchase and after purchase . The car did go thru detail and service and it sounds like we put additional service into car to make customer happy after they purchased it .  I would be more than happy to reach out to them and get there trax here to diag the car and see what is needed .  

  we work with the warranty company all the time , so i would think that we would have zero issues with them as long as it is covered .   I am not sue why they did not reach out to there salesman or manager , and ask for some help on how to get warranty work done ,  maybe they have and i just do not see any notes on it .  

  please let me know what i can do . I would diag the car at no charge and verify what is wrong . and then submit to warranty company to see what is all covered . 

  Thank you

  **** ****** 

  Customer response

  01/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I stated the initial sales process went smoothly, getting proof of inspection before purchase and after was not.The alternator went out within a month of having the vehicle not 6. And the dealership was made aware as well, as I stated when they were made aware tired rods were covered however no offer on a diagnostic to see what else wasn’t done. I attached the documentation from when this was completed. The fact there are no notes or awareness of this situation is alarming. I am fine with setting a time for the car to be looked at and possibly serviced and paid by the warranty company however I am dissatisfied with the lack of accountability on this as I was still sold a vehicle not fully inspected. 
  
  Sincerely,
  
  ***** *****

  Business response

  02/12/2024

  I am willing to have customer bring the car in to have any other issues diagnosed . He would have to bring it here to our service department . We would not charge the customer anything to diagnose  the vehicle if he is having any concerns. 

  We are more than willing to help customer with concerns . Just need to schedule with service department  Please reach out and let me know what time would work .  Would the customer like me to contact them, . . 

   

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a brand new vehicle from the factory from Kia of Beavercreek. We purchased a bumper to bumper 10 year extended warranty as well. When the vehicle arrived it had a $1250 feature that we did not request in it. After waiting 7 months for the car’s delivery as we ordered it directly from Kia with the sales manager who placed the order exactly how we requested, we were told there is nothing they can do and we had to buy the vehicle as is or we would just be out of luck and they would refund our deposit. We purchased the vehicle and paid the additional money for the option (screens in the back seats). To be clear this is not the complaint. This issue arose shortly after when we noticed the screen on the passenger side always rattled. We took it back to the dealership and they “fixed” it, which they did not. We took it back again and the car was left in the shop overnight and it was “fixed” after the second time we contacted Kia corporation who said it was a dealership specific issues. We can not drive the vehicle without the screen rattling in the back at any speed. We also have a broken gas cap that needs replaced. After waiting weeks for the part and scheduling it to get fixed, when we went to the dealership after the part was delivered and they said it would be a 5 minute swap to stop in whenever, they no longer have the part and blamed it on change in management. We have a bumper to bumper warranty through Kia as the car is only 1 year old and the dealership continues to delay fixing issues and neglecting to find a real resolution to the screens. The dealership is not taking any responsibility or actually fixing the issue and the gas cap was the last straw. We do not live close, being told to come back another day is not an acceptable answer after we were scheduled to have it replaced.

  Business response

  08/29/2023

  On 12/19/22 the customer came in with a complaint about a rattle from the passenger rear seat entertainment screen.  We confirmed the customer complaint was coming from the power button on the screen, and sent of a PWA request due to the repair being above dealer self authorization limit of $1500.00.  We ordered a new Rear seat entertainment system and replaced the screen on 4/6/23.  It is our understanding that the repair completed on 4/6 resolved the rattle noise and have not heard of any additional complaint after that time.  As for the gas cap, we did order a gas cap for the customer.  The cap was then returned because company policy dictates any special ordered part that is over 90 days in stock must be returned.  They may have had an agreement with previous parts manager to hold it longer, however the new parts manager would not have known about the previous arrangement and followed company policy returning the gas cap.  We are happy to resolve the complaint by reordering the gas cap, but my understanding is the customer was going to take the vehicle elsewhere for the warranty covered repair.   

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife ***** bought a 2023 Kia Soul in Oct 2022 and purchased the GAP insurance for $1500.00. We have paid down the loan to under $20,000.00 and want to cancel the GAP insurance and be refunded the pro-rated residual. I have contacted Kia of Beavercreek 4 times in the last 2 weeks. I have left voice mails to both the finance officer and the general manager which included my name, phone number and reason for my call and asked to be contacted. No one has responded to me. When I called the GAP insurer their voicemail stated we needed a form paper from the business that we purchased it from which is Kia of Beavercreek and I stated this in my numerous voice mails.

  Business response

  06/12/2023

  I apologize , i thought we had responded to this .  I am putting in the cancelation request on this now .  we will cancel the gap insurance for the customer 

  Customer response

  06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: we have not received the form required to cancel the insurance. Kia called and us told us we needed to come to their place of business which is a 45 minute drive from our home.  We asked if the forms could be sent to us. We were told the forms will be emailed to us, but we have yet to receive the forms. 

  There was no response from the business until AFTER we filed a complaint with the BBB. We left at least 6 different messages regarding our request with no response until Sat. June 10, mostly likely after they saw the BBB complaint.
  
  Sincerely,
  
  **** ***

  Customer response

  06/26/2023

  My complaint # ********. We did receive an acceptable refund from Kia of Beavercreek which was paid to the River Valley Credit Union. This amount was deducted from our remaining loan balance. Please update your records to reflect this acceptable outcome to our complaint. Thank you for your assistance in this matter. *** ***

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our car towed to their service center on Monday, May 8. We received no confirmation from them that the car was in their care. We attempted to reach them for 5 days and could not get in contact with anyone in the service department or in management. We live in Kentucky, and the breakdown happened while we were visiting family in the area, so we had no other way to reach them except by phone. 6 days later (Saturday), we asked my father-in-law to go in person to get an update. They claimed they are unable to do anything for us due to issues with Kia’s website to open cases for warranty issues. On Monday, they finally called us directly. They had finally run a diagnostic and said we needed a new motor. They still claimed they were not able to open a case with Kia America due to website issues. They said it would take a few weeks for Kia to approve or deny our claim once they entered it. Then the part would take up to two months to come in. They were unwilling to help us in any way, or even to provide a loaner car to get by during this incredulous waiting period. We spent another 4 days waiting for an update. During this time, I left messages on the GM's phone and the service manager's phone. Neither returned my call. Kia's corporate customer service told me they hung up on her when she tried to call on our behalf. After two weeks of frustration, we decided to have our car towed to a different mechanic. We couldn't get in contact with them to notify them about the tow truck coming, so my father in law had to go in person again. They refused to release our car unless we paid them for the diagnostic they ran. We were forced to pay them, and we were able to get the car towed. The communication and customer service at this dealership is severely lacking. Anything you could do to prevent future customers from going through what we went through would be greatly appreciated. No one should have to live through the agony of uncertainty that this dealership put us through.

  Business response

  05/30/2023

  Kia Of Beavercreek is going to refund the customers money for the Diagnostic run .    WE want the customer happy and most of all find a solution to help them fix there car .   Unfortunately ,  on a Diag such as this we do have to wait on some correspondence from the manufactor  Kia .  The reason for this is trying to save the customer money and see if it qualifies for warranty work .   Take the steps to see if it would be covered under warranty .  We should have been able to get them the information within a few days .  We will Refund Customers money , in order to help with the inconvenience .   Please let me know if this will make customer happy under this situation .   We apologize for any miscommunication 

  Customer response

  05/30/2023

  
  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,
  
  ********* *****

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2015 Kia Optima from the Kia of Beavercreek dealership on 7/29/2022. It had 105,675 miles on it upon purchase. It now has 110,806 and the engine is knocking severely. When we purchased it, at delivery it was a quart over-full on oil. We asked them to take it back to service and make the oil level correct and they seemed to do so. We have done routine fluid checks, and the oil level has been steadily dropping slowly since the purchase. We needed to add 1/2 quart of oil after about 3,000 miles of use. I started the car to leave for work on 10/21/22 and it was making a knocking noise. We checked the oil level and it was 1 quart OVER-filled (, and the antifreeze is now significantly low. We are having it towed to Davidson Garage to have it diagnosed. After speaking to the mechanics and researching on the internet we found that many other of these cars are having similar issues. We would like to return the vehicle and be issued a refund as we were not made aware of any issues and we have not even had the vehicle 90 days and have a major mechanical issue.

  Business response

  11/04/2022

  We contacted Ms ****** and as her to bring her car in because there was still warranty remaining on the engine. She stated her boyfriend would call us to ask some questions regarding the issue. We waited a couple of days and never heard back so we contacted her again and she stated that they were taking the vehicle to their own garage and have them look at the car. As of today we have not her from Ms ****** if she brings it to Kia of beavercreek we could assist with the issue and possibly get it repaired under warranty 

   

  Thank you

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2021 Kia K5 from Kia of Beavercreek in August of 2020. When the car was at approx 25,000 miles; we scheduled service because there was a shake in the end and also in the steering wheel. They looked the car over, did the oil change, and said there was nothing wrong-they weren't able to duplicate the issue. The car is now at 30,000 miles and we are still experiencing the same problem and also that the car has a very loud noise when driving on the highway and I was also told by a friend who is a professional mechanic that my tires were quite worn down to the wear bar (just by looking at them). I know that these tires are supposed to last 65,000 miles so clearly something is wrong. I asked them to look at the car again, as well as get a new oil change. They again tell me that nothing is wrong and they cannot duplicate the issues. My friend took a look at my car and found a piece in the front end that was worn and needed replaced. He called Kia of Beavercreek and ***** said "my tech didn't find that and its not covered under warranty". My question at that point is if they only fix things that are wrong if they ARE covered under warranty? My friend also had an inspection done on the tires and they are not round! They were warped and need to be replaced as well as an alignment done. NONE of this was told to me by Kia of Beavercreek. My friend let Kia know this as well and their response was "tires aren't covered under warranty". This car is driving awful and they don't seem to care. We made a call to **** ********* Kia and were told that Kia of Beavercreek doesn't show that a tire rotation was done, however, I know they did it because my friend marked the tires to ensure it was actually done! **** ********* Kia said that if that was done, they would be under warranty. It doesn't seem fair that I have to pay for all new tires and an alignment on a brand new car with only 30,000 miles when I've been telling them that something has been wrong.

  Business response

  08/11/2022

  Kia new car tire warranty is 12 months 12,000 miles, the customers complaint started at 20,000 well out of warranty. The customer is welcome to reach out to Kia consumer affairs to resolve her issue, there is nothing for warranty Kia of Beavercreek is able to do for her as the tire warranty period has expired. 

*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. ↩