ComplaintsforMatt Castrucci KIA

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/5/24 I leased a 2024 Kia Telluride. As part of the lease agreement they agreed to pay my other car loan off which was 22954.60. During the purchase process it was not stated that they would wait 15 days to pay off this loan. During this time a payment became due and to avoid a late payment with the credit bureaus I made the payment of 414.94 expecting Kia to honor the agreed upon terms and make the payment and I would get back an overage check for the payment I made. Instead Kia made a lease payment of 22580.05 and therefore not fullfilling the agreed upon terms of our contract. I have made several attempts to speak to and get a resolution through the business and have yet to receive back any communication. I spoke to the salesperson who I worked with, Jeff, who said he gave my concerns to management and they would call me, I have sent in requests through their “contact us” on the website, and tried calling. None have been successful in speaking to anyone.

  Business response

  10/03/2024

  Good morning,

  we paid capital one $22636.56 and we owe the customer a check back for $318.07.

  we have done on Sep 5th and we are waiting on the capital one to release the title for the trade before we send title and check to the customer. usually the process takes 45 days to be completed.

  The customer can reach me directly at ************ with any issues or concerns.

  Thank you.

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

  General Manager.

  Customer response

  10/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: I still have not heard directly from the business regarding this issue.  Part of my complaint was that not only had I directly contacted the salesperson who helped me who said management had my inquiry but made multiple other attempts to contact the business with no reply.  Additionally the previous lien holder has been removed from the title as of 9/24/24.
  
  Sincerely,
  
  **** *********

  Business response

  10/09/2024

  Good morning,

  I spoke with the customer this morning and I addressed all his concerns.

  Thank you.

  Customer response

  10/11/2024

  
  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.
  

  I spoke directly with ******* at Matt Castrucci.  I appreciate him reaching out and talking through the issues that I have and completely satisfied with what they have done.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Matt Castrucci body shop worked on my car 3 times and the work is still very bad. Still has paint peeling, chips in it, several bad spots. A boot run in the paint and the figment is horrible. The general manager was completely rude saying I was trashing his employees. All I said was they done a horrible job and caused more damage then there originally was. Now he is refusing to fix it correctly acting like I’m at fault. I have pictures from all 3 times I picked the car up which he didn’t want to see.

  Business response

  09/05/2024

  Good afternoon,

  Mr. ****** contacted me after he has been in my body shop 3 times to let me know that he was not happy with the work for the 3rd time. He started to express his feelings how is not happy with the manager of the shop and how we just keep breaking his car. he asked if he could bring his car for me to look at it and give him my opinion.

  we set up an appointment and Mr. ****** showed up and I had the 2 techs who worked on his car with me and the manager to assist with his concerns but he start saying how a smaller shop done a better job in the past than our horrible job, he also start pointing some scratches in the paint in some area we didn't even worked on and when I start asking why he thinks we should be responsible about the other areas, he start raising his voice and he said if I will not fix it he will just let his lawyer deal with us and left.

  I am willing to fix any issues on the work we have done for the 4th time and hope that will satisfy the customer.

  Thank you.

   

  Customer response

  09/06/2024

  ******* was the first one to raise his voice and the chipped paint by my passenger headlight and scratches on the driver side was not there before they worked on it. Everyone working there are not very professional at all. My car has just under 10,000 miles on it so everything is still new. I just want my vehicle fixed correctly and not get attitude. I’m not the one screwing it up they are and they give me attitude. So yes I will raise my voice when a supposed professional shop can’t fix it right 3 different times. It’s absolutely ridiculous 

  Business response

  09/13/2024

  I am willing to fix any issues on the work we have done for the 4th time and hope that will satisfy the customer. We are willing to stand behind our work for this customer.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Matt Castrucci to get an estimate on having lights, rain guards and door guards put on. No response from ******. When I called a fifth time finally ***** from internet sales made my appointment for me and than she stated I should talk with ****** again for an estimate. My first appointment was on march 13. ****** ended up calling me and informing me the car was not ready and that I will get a temporary car til the next day. Upon picking my car up the next day I was informed the lights were dim. There is no lights existing down by my feet. I also noticed that the wires to the lights were hanging towards the floor board. I have previously had these installed in my Nissan juke. So I can say I know what they should like. There is absolutely no reason I should not have lights. I again called and spoke with ***** which suggested I speak to service manager. He said they’d be fixed. Waited an hour in waiting room for ****** to tell me that he personally looked over the instructions twice and they were installed properly. If this is true than why do I not have lights. I feel that these employees do not appreciate the value of a customer. They also do not know how to work on cars. Anyone with common knowledge would know that putting in lights means you see light. So clearly I paid $500 for wires and nonexisting lights. On the picture I sent, whomever scheduled this appointment only puts down I complaining about lights hanging down. ****** and service manger were both there when they agreed to give them another chance to fix it. I still have no lights and the service manager never checked in to see that I was satisfied.

  Business response

  04/08/2024

  GOOD AFTERNOON,

  WE TRIED TO CONTACT THE CUSTOMER MULTIPLE TIMES BUT NO ANSWER FROM THE CUSTOMER SO FAR.

  CUSTOMER PAURCHASED THE PARTS SOMEWHERE ELSE AND PAID US TO INSTALL IT. WE DID INSTALL IT AS THE SUGGESTED BUT THE CUSTOMER WAS NOT HAPPY.

  CUSTOMER FILED A COMPLAINT TO NISSAN THE MANUFACTURE AND SHE WAS ASKED TO SEND PICTURE OF THE PRODUCT INSTALLED AND THE MANUFACTURE AGREED IT WAS INSTALLED THE RIGHT WAY.

  NOW THE CUSTOMER IS GOING TO BBB FOR ANOTHER COMPLAINT AND WE CAN'T EVEN GET HOLD OF THE CUSTOMER AND WE DID WHAT THE CUSTOMER PAID US TO DO WHICH INSTALLING THE PRODUCT BUT IF THE CUSTOMER IS NOT HAPPY WITH THE PRODUCT, I CAN'T HELP SINCE I DIDN'T SELL THE PRODUCT.

  THANK YOU.

  Customer response

  04/09/2024

  The Nissan consumer affairs did not ask for pictures. That is a flat out lie. I asked them to send pictures and they said it would do know good because they can not accept pictures or videos. They said rely on the dealership for honesty and clearly someone is not stating the truth. Because I was also asked if I wanted to speak to someone at the dealership. I’ve approached going through the proper channels. 

   

  Business response

  04/16/2024

  TO WHOM IT MAY CONCERN,

  WE DID CONTACT THE CUSTOMER, AFTER MY SERVICE MANAGER REVIEWED THE JOB WE DONE, WE CAME TO AN AGREEMENT WITH THE CUSTOMER TO ORDER THE NEEDED PART TO FIX THE ISSUE AND MAKE IT RIGHT TO THE CUSTOMER.

  THNAK YOU .

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

  GENERAL MANAGER.

  Customer response

  04/17/2024

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

  I wish to reject accepting until job is completed by service manager as promised. We have came to agreement on fixing the job correctly. The service manager said parts are on order and will contact me for reinstallation of new parts. Once completed and installation is correct with no issues I then  will accept response. 
  
  Sincerely,
  
  ****** ******

  Business response

  04/17/2024

  I AGREE, I JUST HAVE TO ANSWER THE BBB WITHIN A SPECIFIC TIME FRAME. AS A DEALERSHIP WE WILL STAND BEHIND THE ISSUE AND PARTS ARE ON ORDER LIKE CUSTOMER STATED, I WILL FOLLOW UP WITH MY SERVICE MANAGER UNTIL I MAKE SURE ISSUE IS FIXED.

  THANK YOU.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a car accident on 12/1. I called a week later to get an update to find out that no one had even looked at my car, I should have known then that I would be in trouble. I called weekly for updates. I was given a repair date of 1/2/24, that day came and went. I was then told if I wanted updates I need to talk to ***** or ****** as the receptionist was not reliable. I was told that I had a repair date of 1/11 I asked if they had a loan vehicle. no one called me back. I eventually got my insurance adjuster involved just to get an answer. The answer was none available this week. I called that Friday to see if I could get ahead of the following week. I was again told that they need to speak with Saundra with no follow up. On 1/10 I called to confirm that my car would be ready the next day since I hadn’t heard anything. I was told that the following Thursday a request for additional funds was sent to my insurance company but they hasn’t heard anything which I thought was strange because I called on Friday and no one at the company told me that they hadn’t heard from my insurance. On a 4 way call, ****** was told that I was on the phone she immediately began yelling about how I want a loaner and she doesn’t have one. The manager had to calm her down so he could explain that we were calling to get the supplement resolved. It was found that the delay was due to no response from ******. I asked when I could expect my car, she said Monday. I waited all day before I called for an update. I was forwarded to a VM at 4pm. I gave it an hour and called back I spoke with ***** and he told me how he’s had a rough Monday, imagine my last 2 weeks without a vehicle. I asked about my car he said we are waiting on a part and he couldn’t get an eta. Inquired why no one called me to tell me that I wouldn’t not be getting my car back today.He had no answer, when I told him how frustrated I was he told me that there was no need to get snotty, I didn’t raise my voice or yell.

  Business response

  01/17/2024

  GOOD MORNING,

  TO WHOM IT MAY CONCERN,

  MY BODY SHOP MANAGER CONTACTED THE CUSTOMER AND DISCUSSED THE DELAY. WE PROVIDED THE CUSTOMER A LOANER CAR UNTIL HER CAR IS DONE, SINCE HER INSURANCE 30DAYS HAS EXPIRED.

  IT WILL BE MY PRIORITY TO GET THE CUSTMER CAR DONE ASAP.

  IF HAVE ANY CONCERNS REGARDING THIS MATTER, PLEASE FEEL FREE TO CONTACT ME.

  Customer response

  02/02/2024

  BBB called consumer and everything has been resolved.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction is 3 November 2023. the dealership unlawfully charged me a fee of $25.00 for registration. I was told this fee will cover or can be applied to the registration fee at the BMV here in Huber heights Ohio. However, upon registration of this vehicle, I am informed by the BMV employee, the $25.00 does not cover the cost to registers the vehicle, can not be applied towards the fee to registers the vehicle, the state of Ohio will not "credit" or "refund" me this $25.00 feel, and the dealership was never to charge me this fee per BMV. So i had to pay the full fee of $62.00. The dealership owes me this $25.00 fee. I want this amount mailed to me in the form of a check.

  Business response

  01/11/2024

  GOOD AFTERNOON,

  TO WHOM IT MAY CONCERN,

  I CONTACTED *** ******* REGARDING THE $25.00 FEE. I EXPLAINED TO THE CUSTOMER THAT WE NEVER OVER CHARGED THEM. $20 WAS FOR TEMP TAG & $5 ELECTRONIC FILLING FEE, TOTAL $25.00

  THANK YOU.

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

  Customer response

  01/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  *** ******* ******* called me January 11, 2024 at 4.18 p.m. from phone number ************ explained his position on this matter. I explained my position this matter. I was transparent in this phone call that the information *** ******* gave me is completely differently than the information i was given by his associate Brian on the day i purchased the car on 3 November 2024.

  After several minutes of talking on the phone, *** ******* said he will get with his  account department tomorrow 12 January 2024 and have check created for $25.00 and mailed to me in 4 to 5 business day. *** ******* stated he does not want to lose my business for $25.00 and is more than happy to accommadate my request. I accepted that offer. However, in fairness, to ensure this happens I would like to keep this BBB complaint open until I receive the check which would be next week. Upon receiving that check I will send message to BBB that I got this check and then can close out this matter. 

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

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 2017 Kia Sportage into Matt Castrucci Kia for repair on 1/3/2023. The engine was sputtering. The have not fixed the issue as of 5/11/23. We purchased the vehicle on 3/13/21 with 61,349 miles. It has 78,251 on it now. We continue to get the runaround and the vehicle is still not repaired. We also bought the extended warranty that expires in 2024. Need help in getting the engine to work so we can use it.

  Business response

  05/17/2023

  General Manager reached out to the customer, and explained we as a dealer are waiting for Kia the manufacturer to get back to us. Kia National is backed up and it will be awhile. Our GM also offered to buy his vehicle from him at the same price he purchased it from us 2 years ago and the customer stated he likes his vehicle and wants to keep it. We will continue to try to expedite this with Kia National to help our mutual customer however we have no control over Kia Nationals actions.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had scheduled my vehicle for oil change & tire rotation on Friday, 3/3. I was checked in by *******/service advisor. Later, I was told while waiting for the completion of work by ******/service advisor, that "someone had tightened the drain plug too tightly & the technician could not get it off." I was brought back to see the evidence. What I saw was the drain plug twisted into the washer & drain pan with striation marks around the plug. ****** stated that the last person to do the oil change must have tightened too tight. I replied that my son, who is also an auto technician, had previously had possession of the vehicle & had completed the servicing on the vehicle. I spoke with my son who reported he had completed the oil change & it was torqued to OEM specifications with a torque wrench. On Monday, 3/6, I spoke with ****** & advised that the car had not been brought to them damaged. I reported what my son had told me to ******. I told ****** that I would pay for the oil change, tire rotation, & technician's hours for working on the vehicle, but the damage was done by their establishment & I did not feel it appropriate to pay for a new drain pan and plug. ****** became argumentative, I requested to be transferred to the service manager. While explaining my position, the service manager/Melissa also became argumentative & inappropriate. I authorized the work after Melissa threatened to withhold my vehicle & charge a diagnostic fee. I called the same day, speaking to ******, requesting the oil pan/drain plug be placed in a box & in my trunk. I picked up my vehicle, paid the cashier & was surprised by the end bill as it was not what was quoted. I checked the trunk, the part was not present there or in the cab. I went inside and spoke with ******* & ****** about the part. ******* told me he would LET me take a picture of it. At that point, I demanded the part & it was handed to me, there after I left.

  Business response

  03/09/2023

  GOOD MORNING,

  I DID CONTACT ****** ****** AND I DID LISTEN TO HER CONCERNS. WE DID ADDRESS THE ISSUE AND I AM SENDING THE CUSTOMER $ 100.00 FOR ANY IINCONVINIENCE.

  I DO APPRECIATE TAYLOR FEEDBACK.

  THANK YOU.

  Customer response

  03/11/2023

  
  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

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Prior to purchasing a 2007 Ford F150 XLT on 10/29/22 from Matt Castrucci Auto Mall, I asked for the Service Record. I was told I couldn't see it since the Service Dept was closed but I could have it on Monday. The vehicle appeared to be in good shape and I did take it for a test drive. The sales rep is one that our family has purchased 4 or 5 cars from in the past and we've been pleased with past purchases. We decided to buy the truck which was As Is. Again given our past experiences with previous purchases we didn't anticipate any problems. When I did receive the Service Record for the truck, all it said was UCI. The sales rep told me the service department told him UCI had to do with the oil system. After having driven the truck a few more times, I noticed the front brakes were spongy. My wife and I decided to take it into ******* **** by the Dayton Mall to have an oil change and vehicle inspection done. We dropped the truck off on November 11th. Later that day we got a call telling us of all the problems with the truck. The Front struts were broken and the front brakes were almost totally gone. There were some leaking seals and it was recommended to do some fluid changes and replace the radiator hoses. The truck was finished on November 12th and ended up costing $3337.08 overall. Broken front struts and brakes being 70% to 80% is a safety issue that should have been listed or caught on their vehicle inspection service record. I called the Sales Rep on Monday 11/14 and told him about it. I explained I knew that As is means As is but that the service record didn't show it so it was missed by Castrucci. Had I know that I never would have bought the truck. I asked to be reimbursed the $1478 for the struts and brakes. Today 11/18 I was told by him his manager said no. It was As is even though they didn't disclose the broken struts and bad brakes on the service record.

  Business response

  11/26/2022

  GOOD MORNING,

  I DID REACH OUT TO THE CUSTOMER AND HE UNDERSTAND HE BOUGHT IT AS IT IS BUT WE TOOK CARE OF HALF OF HIS $1400 BILL AND HE CAME IN 11/25/2022 @ 11AM AND PICKED UP A CHECK FOR $700.

  THANK YOU.

  Customer response

  11/29/2022

  
  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

  10/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 13,2022 ******** ****, my soon to be ex wife as we are currently going through a dissolution, traded in a 2016 Subaru WRX that we have a loan on and is jointly titled in both of our names. I was inforned I had to sign paperwork at the dealership in regard to the title. I stopped at the dealership on October 18, 2022 and spoke with *****, the manager, and questioned him as to why the car had not been paid off yet because I was still paying on the loan for the Subaru in question. ***** responded by telling me "these things take time." I told him that most recently as October 14, 2022 I had another payment taken out of my account for the Subaru and asked when I could expect this to be paid. ***** then via speaker phone called a woman, whose name I did not catch, from their finance department and again explained my situation about payment being taken out of my account to herto which I was then informed they had received from the Firefighters and Friends Credit Union that held the loan on the Subaru WRX a payoff amount of $22911. And any payment after that would then be credited back to me from the check they would be receiving from Matt Castrucci Kia in the amount of $22911 in which I thought to have heard the woman from the finance department say she would be taking care of yet that day. After hearing this I then felt comfortable in signing the title paperwork retaining a copy for myself before leaving. Upon checking with the Credit Union on October 24 to see whether the loan had been paid off I was informed it had not been. I called ***** at Matt Castrucci Kia he asked me "if the loan not being paid was causing me some legal hang up?" I responded yes it was. He told me they have a ten day payoff window. I then did the math for him explaining 24 minus 13 was 11 days not 10. I called my Credit Union and got ******** involved only to find out Matt Castrucci Kia had called on October 24 and gotten a new payoff thus keeping me from the money I am owed!

  Business response

  10/27/2022

  GOOD MORNING,

  ATTACHED IS A COPY OF THE CHECK FOR THE PAYOFF AMOUNT OF $22752.22 SEND TO DAYTON FIGHTHER CREDIT UNION ON 10/25/2022

  THANK YOU.

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

  GM

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

  Customer response

  10/27/2022

  
  Complaint: ********
  
  I am rejecting this response because: ***** the Kia Manager told me the payoff was obtained from the credit union on 10-13-2022 the day you took possession of my 2016 Subaru WRX thus beginning any payoff period as you had possession of the car. The payoff at that time was $22938.94 not the amount you sent also not within the 10 day payoff period.   There is a difference of $186.72 I am owed.  ***** informed on 10-18-2022 when I talked to him in person that any payments made after the 13th would be reimbursed per the payoff Matt Castrucci received on 10-13-2022 and would go back to me the payee. This did not happen and is unacceptable. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like for my vehicle to be fixed. It only has 63,000. I gave them my car for 3 1/2 months in which I was given a car with 5 seats on loan. I have since been told there are no more loaners ever I asked for them to fix the ac/heat fan as well as the check engine light that is on. I got the car back and the check engine light is on as well as the ac/heat fan not working. I paid 32,000 for this van with a Matt casstussi guarantee. And it has given me nothing but trouble. I want this car fixed or something done about it without leaving mom of 4 with out a car for months at a time!!! I paid 32,000 for this car I can’t afford to pay for a rental or new car without selling this one which I feel is what they want me to do! Sell it back with these issues and then them sell it for more when they get it back and give someone else a problem! Help me please!

  Business response

  09/17/2022

  GOOD AFTERNOON, 

  I DID CONTACT THE CLIENT AND SHE WILL BE AT OUR SERVICE DEPARTMENT MONDAY MORNING AND I DID MANAGE TO GET HER A LOANER CAR.

  THANK YOU.

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

  GM

*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. ↩