Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my car to this dealership on tuesday march 18 2025 because I had 2 recalls on my Kia ******** stated: I called to make an appointment and was able to drop it off the same day.When I arrived there I made sure to show the recall letter to one of the service team named ***. Fast forward, on Friday I received a call that my car was ready for pick up and I also got notified that my air filter needed to be replaced and told them to proceed with the repair or replacement. I picked my car up on FRIDAY march 21st 2025 right before closing and paid for the Air filter replacement. Once I got in my car, I noticed that I was low on fuel I drove to the nearest gas station which was approximately 3 to 5 minutes away from the dealership,while fueling, I noticed a huge scratch from the rear right side of the passenger door the damage is difficult to describe therefore I will attach the picture down below. Immediately I called Leeabout the damage and he told me to bring it back next Friday so he can have a look at it. Feeling relieved I agreed and confirm to see him next week, after taking a second look at the damage, I wanted a manager to be aware of it therefore I called *** back but no answer and I also called the dealership front desk but I reached the closing hour. Fast forward to Monday 24th 2025, I called the dealership and ask to speak to the service manager Ms. ******** ****** I explained everything to her and without hesitation she told me to stop by anytime that day so she can take a look at it. I decided to meet up with the her during my lunch hour, when I arrived there I spoke with her and one of her team, she took pictures of it and told me that I should be expecting a call from her for any updates. The next day which was march 25th 2025 I received a missed call from Ms. ******** and returned her called ASAP I she spoke to me about the damage and unfortunately the damage was NOT done by her team and if it was, she would of been notified about it.

  Business Response

  Date: 04/14/2025

  [[BBB transcription via phone call]]

   

  The business has stated the matter was addressed with the consumer directly during a meeting with the General Manager. 

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23153699

  
  I am rejecting this response because:  My issue wasn't resolved. On the day I picked up my car, I was offered a free car detail which I found suspicious. Also, the store manager Ms. ******** ****** wasn't fully cooperative and customer friendly. she started our second meeting by showing me Carfax report, images of the size garage door, and images of the tools used to lift up my car during the repair. which she claimed that her mechanic didn't cause. I specifically told Ms. ******** that i am not looking to blame anyone for it and that I just need help figure out what happened to my car. Therefore, I asked her if she can help me by looking from the camera because the dealership had my car for 3 days from Tuesday to Friday. She declined; however, she NEVER mentions about the cameras being broken. she told me NO after asking for a second time. after I requested to speak with the general manager, it was difficult to get in touch with her. I even called the front desk to have me transfer but couldn't. I was able to schedule an appointment with the ** after my supervisor spoke to the front desk. Fast forward to speaking with the general manager ***************** wasn't helping either before trying to figure out what the issue is and to fix it, *** buckle first sentence was letting me know that he spoke to a lawyer. I requested to see any footage taken from the cameras from the parking lot; he stated that the cameras aren't working and not required, and it is not against the law to not have camera. the manager checked the damage and only mention about the ***** area and claimed that the accident occurred a long time ago even after I showed them most recent picture of that same area with no scratches on it. and unfortunately made a decision to not take responsibility for the damage. Therefore, I am asking for reimbursement to repair the damage done to my car. 

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

  Business Response

  Date: 04/29/2025

  I have sat with her and her supervisor, the damage was done way before she brought the car in. He supervisor even agreed and ***** his head when I showed him the rust that was in the damaged area, you actually need to open the door to see that rust. Rust doesn't form overnight, it takes months and years to form like this. Please take a look at the picture I am including. We are not going to fix a car that was already damaged. She doesn't have to agree with me, but the evidence is apparent, I am not sure why she keeps wanting to fight this fight. 

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took 2022 K5 vehicle in for check engine light and recall. Was informed rodent damage to engine harness. Was quoted ******* to fix. ******* is a 38-year certified Merc/********. Brought vehicle home and fixed. Noticed the air filter housing lid was broken and during the fix husband noticed oil coming out of air mass sensor, sign of bad turbo. Called dealer they stated *** frowns upon warranty work but bring it back. We did; turbo was bad they had the vehicle for 30 days while we fought with them to prove oil services were done. They said *** refused to fix the turbo we needed to pay 700 dollars to video the tear down. They ended up doing the warranty replacement after I spoke with *** customer care. Picked up vehicle and lights came back on after one week. Pulled codes they were different codes. Looked under the hood and noticed a sheared off wire at a/c pressure sensor. Called dealer explained this was caused due to the difficulty in removing turbo. *** stated no it was rodent damage. Explained that if that was the case it happened at the dealer because it was throwing new codes after the turbo repair. *** agreed that it could have happened at the dealer because they have rodent problems. Was called by *** customer care was told ******** the manager sent an email that they would be replacing harness and keeping vehicle for two additional days. A few min later received text from dealer car was ready. Called *** customer care and I was assured that the harness was replaced. I asked if they had one in stock and how was it replaced so quickly. Picked up vehicle, harness was not replaced, and repair was an electrical tape bandage and old reused connector with bare wires still exposed. The vehicle was not diagnosed by ***, I paid for diagnostics. They damaged the wire harness when replacing the turbo, then tried to hide it. I have video of the damage, the cover up and more.

  Business Response

  Date: 03/14/2025

  [[BBB transcription via email]]

   

  ADDRESSING HER CONCERNS:
  
   
  
  Took 2022 K5 vehicle in for check engine light and recall. Was informed rodent damage to engine harness. Was quoted ******* to fix. - INACCURATE. CUSTOMER WAS QUOTED ******* FOR HARNESS REPLACEMENT, WHICH WAS RECOMMENDED DUE TO EXCESSIVE RODENT DAMAGE IN SEVERAL LOCATIONS ALONG THE HARNESS. 
  
   
  
  Husband is a 38-year certified Merc/********. Brought vehicle home and fixed. Noticed the air filter housing lid was broken - WE REPLACED THE AIR BOX IN CONCESSION, AT NO CHARGE TO THE CUSTOMER. 
  
  and during the fix husband noticed oil coming out of air mass sensor, sign of bad turbo. - CUSTOMERS' ORIGINAL CONCERN WAS FOR A CHECK ENGINE LIGHT ORIGINATING FROM SEVERAL RODENT DAMAGED WIRES ALONG MAIN ENGINE HARNESS. CUSTOMER DID NOT HAVE A COMPLAINT ABOUT THE ****** NOR AN OIL LEAK, NOR WERE ANY CODES FOUND THAT LED THE TECHNICIAN TO RECOMMEND ONE AT THE ORIGINAL VISIT. 
  
   
  
  Called dealer they stated *** frowns upon warranty work but bring it back. - NOT TRUE. I HATE EVEN HAVING TO GRACE THIS WITH A RESPONSE. THIS SOUNDS LIKE SOMETHING A TECHNICIAN/FORMER TECHNICIAN WOULD SAY. 
  
  We did; turbo was bad they had the vehicle for 30 days while we fought with them to prove oil services were done. - WE WERE FOLLOWING THE REQUESTS OF *** ********* THE BATTLE WAS NOT WITH US, AS EVERY EMAIL AND TEXT THAT WE RECEIVED, WE SUBMITTED TO *** TO MOVE THE **** FORWARD. PER *** WARRANTY POLICY, ALL *****S REQUIRE SATISFACTORY SERVICE RECORDS BE  SUBMITTED BEFORE AUTHORIZATION WILL BE GIVEN. MY CONFIDENCE IN THE CUSTOMERS' ******* CAREER EXPERIENCE AS A MASTER TECHNICIAN FOR A MAJOR BRAND SHOOK GREATLY WHEN HE GAVE BELIGERANT RESISTANCE TO THE REQUEST TO SUBMIT THESE, AS THIS REQUEST IS INDUSTRY STANDARD FOR MOST BRANDS. 
  
   
  
  They said *** refused to fix the turbo we needed to pay 700 dollars to video the tear down. - NOT TRUE. I STATED THAT *** REQUIRED A CONTINUOUS VIDEO EVIDENCE TEAR DOWN OF THE ***** COVER BEING REMOVED TO SUPPORT THE CLAIM REQUEST FOR WARRANTY AUTHORIZATION, NOT THAT *** WAS DECLINING TO COVER THE ***** REPLACEMENT UNDER WARRANTY. WE THEN PERFORMED THE TEARDOWN AT THE COST OF THE SERVICE DEPARTMENT INITIALLY. 
  
   
  
  They ended up doing the warranty replacement after I spoke with *** customer care. - *** CUSTOMER CARE DID NOT AUTHORIZE THE ***** REPLACEMENT. AUTHORIZATION WAS MUTUALLY AGREED UPON BY OUR **** AND SERVICE MANAGER, ********. WE DID HOWEVER HAVE TO ENDURE SEVERAL CONVERSATIONS OF A DISRESPECTFUL NATURE AND CONDESCENSION FROM BOTH ** AND **S ******* WHILE WE FULFILLED THE REQUESTS OF ***. 
  
   
  
  Picked up vehicle and lights came back on after one week. Pulled codes they were different codes. - INDEED, DIFFERENT CODES, RELATING TO A DIFFERENT CONCERN THAN THE ***** REPLACEMENT. CODE WAS FOR A LOW CIRCUIT INPUT ON THE A/C TRANSDUCER. 
  
   
  
  Looked under the hood and noticed a sheared off wire at a/c pressure sensor. Called dealer explained this was caused due to the difficulty in removing turbo. - WIRE WAS CHEWED THROUGH BY RODENT, NOT SHEARED OFF. 
  
   
  
  *** stated no it was rodent damage. Explained that if that was the case it happened at the dealer because it was throwing new codes after the turbo repair. - THE CUSTOMERS' ******************** REPORT SPECIFICALLY STATES THAT THE CODES BECAME PRESENT AFTER A WEEK. ANY FULLY SEVERED WIRE WOULD CREATE A CODE IN THE SYSTEM INSTANTLY. 
  
   
  
  *** agreed that it could have happened at the dealer because they have rodent problems. - NOT TRUE. I STATED THAT RODENT DAMAGE CAN OCCUR AT ANY EXTERIOR LOCATION, OR WHERE RODENTS MAY INTRUDE, INCLUDING THE CUSTOMERS' GARAGE. AGAIN, IF IT HAPPENED WHILE ON OUR PROPERTY, CODES WOULD HAVE POPULATED INSTANTLY, NOT 1 WEEK LATER. ADDITIONALLY, ANY DAMAGE TO THE VEHICLE INCURRED ON OUR PROPERTY THAT IS BEYOND OUR CONTROL IS THE RESPONSIBILITY OF THE CUSTOMER, NOT THE DEALER. 
  
   
  
  Was called by *** customer care was told ******** the manager sent an email that they would be replacing harness and keeping vehicle for two additional days. - WE'VE ATTACHED A COPY OF THE *** CONSUMER AFFAIRS CORRESPONDANCE SENT DIRECTLY FROM ******** TO *** CONSUMER AFFAIRS. IT SPECIFICALLY STATES REPAIR, NOT REPLACE. IF THE CONSUMER AFFAIRS AGENT STATED REPLACED, THAT'S A MISUNDERSTANDING ON ***'S PART, AND MISINFORMATION SUPPLIED TO THE CUSTOMER THROUGH THEIR AGENT, NOT THROUGH THE DEALER. 
  
   
  
  A few min later received text from dealer car was ready. - ACCURATE. 
  
   
  
  Called *** customer care and I was assured that the harness was replaced. - AGAIN, IF THEY STATED THAT, *** CONSUMER AFFAIRS RELAYED INACCURATE INFORMATION. NOTHING TO DO WITH PHIL LONG KIA. 
  
   
  
  I asked if they had one in stock and how was it replaced so quickly. - YEAH, THAT WOULD BE A CHALLENGE, IF THAT'S WHAT HAPPENED. AS IT WASN'T WHAT HAPPENED, MOOT STATEMENT. 
  
   
  
  Picked up vehicle, harness was not replaced, and repair was an electrical tape bandage and old reused connector with bare wires still exposed. - A/C TRANSDUCER SENSOR CONNECTOR HAD SEVERED WIRE. TECHNICIAN PERFORMED REPLACEMENT OF CONNECTOR WITH A NEW PIGTAIL, AND WIRED IN WITH SOLDER AND WATER PROOFING WIRE SHRINK WRAP, IN LINE WITH INDUSTRY STANDARD. POST REPAIR PHOTOS ATTACHED FOR REVIEW. 
  
   
  
  The vehicle was not diagnosed by ***, I paid for diagnostics. - DIRECT STORY TRANSCRIPTION FOR CUSTOMER CONCERN: 
  
   
  
  40091 rodent damage/ wiring harness 1.00 Retrieved DTC's for engine
  
  oil pressure switch open. Inspected oil pressure switch and found
  
  rodent damage on plug in going to oil pressure switch. Found additional
  
  rodent damage to harness going front bumper harness. Recommend
  
  replacing engine control harness.
  
   
  
  They damaged the wire harness when replacing the turbo, then tried to hide it. I have video of the damage, the cover up and more. - AGAIN, A RODENT DAMAGED THE WIRE. WE DIDN'T TRY TO HIDE ANYTHING. AT NO CHARGE TO THE CUSTOMER, AND AS A COURTESY, DESPITE BEING ACCUSED OF NEGLIGENCE AND HAVING TO ENDURE THE OVERT DISRESPECT ON **S ******* PART, WE PERFORMED THE WIRING REPAIRS. 
  
   

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23047594
  
  I am rejecting this response because:

  *** broke things in my car and tried to hide it. They only agreed to the repairs after we complained. The turbo should have been pointed out by them not us. We were defiantly told by ******** *** frowns on warranty work. I had many conversations with customer care and the correspondence can be pulled to back up my claims. My vehicle was pieced together with old parts as shown in attached photos. It was put together with cloth tape not shrink wrapped. The wires were not soldered, and the harness was not replaced as described to me. My vehicle is a *** so customer care and the dealership should be on the same page and I as the customer should not be stuck in the middle of warranty work performed on my vehicle and if the technicians break something it should be communicated to the client immediately not covered up. My statements were all truth. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our 2011 Kia ******** with ****** miles was towed into the Phil Long Kia service department because the ********* warning light came on. It was up-to-date on oil changes, and we were advised that it could be repaired for roughly $1600 because it was probably an issue with the oil pan. After diagnostic inspection, we were advised that the repair would be around $1300 because ********** leak to be originating from oil pressure switch, not oil pan gasket." We had Phil Long Kia's recommended service completed since the car should have had plenty of life left in it after the repair.Once we were advised that the repair was complete and that car was test-driven for 8 miles without issue, we picked up the car, and drove one mile when the engine seized, and the car had to be towed back to the dealership (where we just gave them $1313.79) where we were told that the damage was irreparable.Phil Long Kia would not give back any of the $1300 we'd just paid for ********* is impossible to believe that any issue so severe as to cause the engine to seize and become irreparable after driving it only one mile away from the Phil Long Kia service department could not have been detected upon reasonable inspection. All we have is the receipt for what we paid and the service department's word that the issue was properly diagnosed, the work was performed properly, oil was replenished, and there was no additional work needed on the car before it was driven away from their lot.Recently revisiting the receipt, I do not see any indication that new oil was added to the engine. If that's the case, it's no wonder that the engine seized so shortly after repair was complete and the car was driven off the properly. If I am correct, then failure to replenish the engine oil would constitute negligence on the part of Phil Long Kia, and that negligence has caused the car to be a total loss. At the very least, Phil Long Kia should reimburse us the $1,313.79 paid in good faith.

  Business Response

  Date: 02/21/2025

  Please see email sent by *********************

  Business Response

  Date: 02/24/2025

  [[BBB transcription via email]]

   

  This vehicle was towed in due to a leaking oil pan complaint from the customer. Customer did not request diagnosis, just to the have the oil pan replaced. Upon verifying this vehicle had oil in it, it was pulled into the shop for the repair to be performed. upon racking the vehicle and seeing under neath it became evident, that the oil leak was not coming from the oil pan. The tech inspected the oil leak using a borescope, verified that the valley of the engine was flooded with oil, and thus verifying the oil leak was coming from the oil pressure switch, not the oil pan.  in order to prevent a customer from paying for a repair they did not need, the advisor ******** then reach out to the customer and see if they wanted to replace the leaking component. 
  
  Customer approved the recommend work. Upon replacing the leaking component, and verifying proper oil level this vehicle ran on the lift in the shop for around 15 minutes, while the tech cleaned all of the residual oil he could. The tech then road tested this vehicle around 9 miles, on both the highway and city miles. At that point the vehicle was operating normally with no drivability issues.  The tech then re- racked the vehicle and again cleaned any residual oil that may have been shaken around during the test drive. Upon pulling the vehicle out of the shop, the tech then pressure washed the engine bay from the top to verify the vehicle left in better condition than it had arrived. 
  
  The vehicle had zero drivability issues during this entire process.  the customer told ******* after they picked up the vehicle it had run out of oil, which ********** confirmed for them.  The possibility is likely the cause of bearing failure. the only explanation for the failure to have happened to the customer and not to the tech, is the possibility that instead of the main bearings being completely worn and gone, they are worn in an oblong almost oval (egg) shape, causing the rod knock to be intermittent and when the rod knock is present, the vehicle has the drivability issues. But without physical engine teardown this cannot be confirmed by a technician. When it left the Phil Long Kia shop it had oil in the engine. 

• Initial Complaint

  Date:01/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son went to purchase his first vehicle. Unfortunately, I was heading to a funeral in ***** during this purchase and my husband was on the road in a different state. My husband was going to co-sign for this purchase, but the salesman, ******** was aware that my husband wasn't in state and his signature would have to be forged to process the loan application. After a month or so I was told by the finance manager ****, that my son would have to get the vehicle loan on his own because the original loan approval from the bank was asking for too many conditions to qualify. At this point, I asked the finance manager **** upfront if his request to have the car returned was a scam to get the car back without refunding my money He reassured me that this wasn't how they did business and that my son was approved. Son goes there and at this point, we should've cut his losses but I felt bad so when the only deal was to put money down I said I would help. They let me pay the down payment in two payments, When making these payments again I was reassured that he was approved and if not I would get my down payment money back. I even asked about being charged miles and was again reassured they do not do business this way. They call my son and demand the car back and say he isn't approved. My son got upset trying to get his money back and said rude things. Fortunately, the law doesn't consider hurt feelings when passing judgment. During these texts, the finance manager says we can discuss a refund once you return the car. He tells me my son was abusive on text. I do have those texts, he tells me you know they have to clean the car, that my son would've made a payment so he can't authorize a refund and I would have to speak to a manager, the manager was unavailable, I asked for a call back from the manager and that was three weeks ago. I asked multiple times when giving this money if he isn't approved would I get it back and he reassured me I would and that my son was approved.

  Business Response

  Date: 01/13/2025

  We did not forge any documents, all ***** packages were sent to ***** for his dad to sign. After being sent to the bank for funding, the income was not correct as documented on the credit app from the customer. Now trying to get the deal reapproved the son has lost his job, so at that point we cannot get the deal funded with no job. Customer had the car for 3mo with little to no communication. We do as a dealer charge bailment, which the customer signed and initialed in numerous places. **** ****** bailment is $50 a day and .50 cents a mile. We are not going to refund the $1000, the money was used to write the car down, now with more miles and 3 months older the vehicle has lost value. 

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased my vehicle from the dealership and the salesman I had to request that I was supplied with a grill and emblem for the car that it was missing. It looked like it had been involved in an incident and a second set of keys with the fob key. This is the first time I ever purchased a vehicle in my name or myself and I failed to get it in writing this past summer string of car theft has began to happen. My car has been attempted to steal twice and stole once Ive had to replace several windows Ive had to buy Wheel locks and kill switches and things like that to prevent it from happening the past one was just this last month in November When they sent me the anti-theft upgrade I was unable to do so because I did not have a key to get the software I immediately called to Phil Long Kia and spoke to ******** explaining my situation at ******** told me that it sounds like an easy fix and contact corporate and she believes that they will do the right thing and issue me a fob key I have an appointment set up December 20 at the same location to get numerous warranted things fixed such as two door handles also a gasket in the engine and now the software upgrade Id really love to get the software upgrade to protect me in my five children so that we can have a vehicle to get to and from school and events and home and. work as I would really appreciate it if you guys would assist me and help me out this one time and its the holidays please show some cheer and some joy and dont be humbug.

  Business Response

  Date: 12/26/2024

  She purchased this car almost 5 years ago, we owe work needs to be completed at a max of 30 days, this is the first I am hearing about any problems. If she would like to trade it in, we can try to go that route, but if not there is nothing we can do from 5 years ago. IF there are recalls that need to be done, there is no charge for factory recalls. We do not have anyone here named ********, we only have a ***** or ******** that work in sales and service. 

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December of 2021 I purchased a used Tesla from Phil long Kia. When I went through finance I was upsold on nearly ********************************************************* my loan. When I traded the car in this month, I contacted that company to cancel the claims and to receive my reimbursement for the prorated amount. However, once speaking to the company, Century, they told me that they are able to find the three coverages under that VIN and my name. But that they never received the payment from the dealership to activate it, so it could not be prorated back to. Therefore, I paid the dealership $3200 for extended warrantys and they pocketed the money and did not activate my coverage for me. I am not sure how many people they do this to but I am certain that they probably get nearly everyone with this coverage. I have email traffic from century explaining that they never received the signed contract or the money. I have a copy of the contract that I signed at the finance **** and the dollar amount that I paid for each of the three coverages. Since finding out about this last week, I have caller numerous times trying to speak with finance but I havent gotten anyone to answer or return my calls. It is hard for me to go during work hours because I am in the army and prepping for a field exercise, on top of having a one year old baby. Can you please help me get in contact with someone to rectify this situation? I will submit supporting documentation by email if needed.

  Business Response

  Date: 08/07/2024

  Makayla did purchase a vehicle from us in December of 2021. She did not buy a service contract, which is why she is unable to cancel it. She did however buy 3 products that are not cancelable, one being a ceramic coating for the out side of the vehicle. I will send her over copies of the documents. I apologize for the lack of response from our dealership, and specifically our finance ***** She can reach out to me at *********************

   

  *****************************
  General Sales Manager
  Phil Long Kia
  ************

   

   

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a kia **** on 2/5/2024. The car had side damage however the sales person told me that he would schedule an appointment the next day I called him several times with no results . I spoke with the general manager his first response was that he couldn't help because he was not there to resolve this type complaint I assure him all I wanted was to get an appointment with a date an time he told me he would call me back he never did the sales person is not able to get appointment with the body shop?

  Business Response

  Date: 02/07/2024

  Unfortunately, we are at the mercy of the venders we use. We don't just use anyone, we have to use an approved vender to fix cars. We placed two calls yesterday still waiting on a response from our vender on when the best time would be for us to drop off the car to get fixed. They usually are scheduling out weeks in advance, so I am trying to get it fit in.  I talked to the customer less than 24 hours ago, so I haven't put her off. We gave her the option on taking it to someone else and she declined that offer. Again, we do not fix dents onsite, we use a company that specializes in fixing ************ and scratched. They don't drop everything to help one person who needs work done ASAP. They are a first come first serve basis, so again we are trying to get it scheduled, and we will reach out when we do. 

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/09/****, I went to the ***************** website, I saw they had a **** Sportage Hybrid AWD for sale for $38,690. I filled out the online application, I completed the trade in value for my ****** Venza, trade in value of $33,424, I was going to receive a military credit of $300. With taxes and fees of $2,034 I would end up financing $3,131, I made the deal online. I was contacted by a salesman, *****************************, he asked me to complete an application online, so I did, and sent him a copy of my drvs lic and proof of ins, and the trade in value sheet on my 2023 Venza. He asked for $1000 down to hold the car, I provided my credit card info. I received a confirmation from the website on the deal at the time I made a deal and made a screenshot of it. I had advised that I work from home and would pick the car up on Friday. He said it would not be a problem. Then all of a sudden he starts texting me asking that I lower my trade in value to 30K and then advises that the price of the *** is actually $42K and tries to negotiate with me. The deal was already done. Come to find out later I called *******, he said the sales manager (*********) had him stop the sale because a customer came into the dealership interested in the same car and since they came into the dealership my sale was no good. I beg to differ, if an online sale is done why would that make any difference? This is bad sales, you dont make a deal online and then stop the deal because a customer came in to the dealership. I lost the ability to purchase my car now. I had called the manager (*********) and left a message to have him call me back so I could see why he did what he did and never got a call back. This is bad business and this establishment should not be doing business like this. I am a Veteran who served my country for 24 years, I will not tolerate this kind of service and lack of respect. If this is the way this business treats Veterans this way this is not the kind of business we should be dealing with.

  Business Response

  Date: 01/12/2024

  ***, my name is ************ am the GM/Partner of Phil Long Kia. I have been doing this for almost 20 years now. I would like to first address you thinking we done take care of ********* I sit on the ***** of ***** ****** and my dealership helps thousands of Vets a year, with food insecurities, housing needs and vehicles. My staff is 35% Vets, as well as myself serving in the Army for 8 years. 

  No person owns the vehicle until a buyers order / ******** State Purchase order is signed. There can be many factors in a car deal where someone backs out, even after making a deal, or agreeing to the numbers. The salesperson in this case, ******* can only see his side of the deal, his job as a salesperson is to call and negotiate for the customer and see if he can make all the numbers work. At any time the vehicle is still available until again a buyers order is signed. And the customer too can also back out anytime until they sign a buyers order. 

  In your cause, you wanted a specific number for your trade and at first, we couldn't get there. You were also negotiating the online sale price. While all that was going on with the salesperson trying to get more for your trade and trying to work the managers for more money off, a customer had walked in and asked for that specific car with a different salesperson. They immediately agreed to the price listed online, and signed a buyers order before you did. Unfortunately this happens many times a month in this business where there are two or more customers wanting the same vehicle at the same time. My policy here at *** is, it's the first one to sign a buyer's order or a purchase order either here in person, or on a DocuSign with the Finance Manager walking you through it. Please reach out to me if you have further questions or you would still like me to try to find you something. *****, 

  Customer Answer

  Date: 01/12/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 20 I purchased a vehicle with my son. We came in the next morning to finish signing the paperwork. We were told by the finance person, *********************** that our paperwork would be emailed. It was not.I emailed him twice the week of Dec. 4, phone Thursday Dec. 7 to be told ***** was on vacation and that someone else would get back to me Friday Dec. 8. No one did. I reached out AGAINn Dec. 11, when ***** emailed the purchase contract, but not the warranty paperwork, the odometer certification, nor did he answer my questions. I requested I reach out via cell phone going forward. I have texted him every single day and I still do not have my paperwork. I would like the remaining paperwork, including ALL information on the warranty, sent to me ASAP.

  Business Response

  Date: 12/18/2023

  Everything has been handled with the customer. Her son was given the documents and flash drive. We again, sent everything to customer vie email. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21008666
  
  I am rejecting this response because they didnt provide my son with a flash drive. They provided us with nothing. This response was a blatant lie
  

  I made this formal complaint and made a negative review on ******** and most of the paperwork was emailed to me. 
  
  Sincerely,
  
  ********************************

  Business Response

  Date: 12/19/2023

  Is there anything else I can provide the customer?

  Customer Answer

  Date: 12/20/2023

   
  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

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vehicle was not serviced or checkout before sale by service department cruise control does not work at all. The charge outlet on vehicle is faulty. I was told vehicle was ran through service very clear it was not. I have no paperwork from my purchase as of this moment.

  Business Response

  Date: 06/01/2023

  He is scheduled for an appointment at *** up in ****** to get the issue fixed. The appointment is about 2 weeks out.