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:10/31/2024

  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 2023 Kia ******** on August 22, 2024. Just six days later, the engine light came on, prompting me to return to the dealership on August 29 2024. After about a week, they claimed to have fixed the issue and returned the car to me. However, the engine light reactivated on September 9, 2024. I returned it to Ray Skillman, where it stayed for another week, only for the engine light to come on again just two days later.On September 23, I brought the car back to Ray Skillman. During a test drive, General Manager **** ******* noted a dent on the side of the vehicle when he returned the car after the test drive, which I was unaware of. He mentioned that someone in service had pointed it out, and he arranged to have it fixed. My car has now been at Ray Skillman three times for the same engine problem. It has been in their possession since September 27, with no estimated time for its return. They informed me that a necessary wiring harness is on back order.I have already made my second car payment without having the vehicle, and I have received no compensation. I requested a replacement car, but I was told that I am essentially stuck with this one. On September 10, while my car was still at the dealership, ***** emailed me asking me to sign the as is paperwork, which felt suspicious given that my car was currently being repaired for the second time. Despite my repeated requests for a new vehicle, I have been told no additional resolutions are available. I bought this car for business purposes, but I have been unable to proceed with my non-medical transportation company due to my inability to complete the state inspection without the car. As a result, I am incurring significant financial losses. I would like to return the car , without purchasing a new one at this point. I do not wish to do business with Ray Skillman again.

  Business Response

  Date: 11/12/2024

  We are very disappointed in the amount of time it is taking to complete this repair.  Please understand that we have no control over the availability of parts from ***********  The *** wiring harness needed to repair Shanjae's vehicle has been placed on the upper most emergency order possible through Kia.  The current ETA of the needed part is 11/25.  

   

  Sincerely,

  **** *******

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  My car has been returned for repairs three times, which I believe qualifies it as a lemon. **** ******** stated that he would flat cancel the loan and help me find another car. However, he never followed through with the promised cancellation. Instead, **** ran my credit five times without my permission. On October 31, he ran it three times, claiming, "Im just going to run it via three banks," even though he had already done so without consent. The next day, he ran my credit two more times, and when I questioned him, his response was, "It was an accident." Now, I have to take steps to dispute these inquiries on my credit report. This entire deal was unethical from the start. I was asked to sign paperwork after the deal was already finalized, which I declined. I then had to return my car less than a week later & the engine light has been on ever since. 
  

  As stated, I purchased this car for business purposes. I have a company ************ and I cannot use this car at all because I dont have it in my possession. 

  I would like for **** ******** to make good on his promise to flat cancel the loan WITHOUT giving me a new car as I would like to do business with a different car company more reliable. 
  

  **** ******** also refused to send me receipt of the 3 times my car was returned for repair. However I do still have the proof.
  
  Regards,
  
  Shanjae *******

  
  

  Business Response

  Date: 11/23/2024

  No one is refusing to provide Shanjae copies of service paperwork, we have provided her with copies of all of the repair orders pertaining to her vehicle since she purchased the vehicle August 22, 2024.  Shanjae had picked her vehicle up from service the 1st time and experienced issues soon after and brought it back to us, we did not close the old repair order and open a new one which is where I believe the confusion is.  On October 31 Shanjae came in and attempted to trade out of her vehicle and get a different one.  We do have a signed credit application, and I did tell Shanjae that I only wanted to send it to 3 lenders as I felt this would be plenty to get a favorable approval for her.  At no time was this her request, it was something I suggested just trying to be courteous and not rack up a bunch of inquiries on her credit bureau, she agreed.  I believe we only had 2 of the 3 lenders respond to us on the 31st and the 3rd one didn't respond until November 1st. Before I went home the night of the 31st, we received a letter from the BBB stating that she didn't want to business with us and just wanted to return her vehicle.  The letter seemed to have a much different tone and was a little surprising based on the interaction I had just had with her earlier.  We were in fact waiting to get information from her current lender regarding flat canceling her current loan in order to get her into a new loan, figuring this would be most financially beneficial for her.  At no time have we agreed to just take the car back.  The following day, November 1st, I asked one of our finance managers to let me know what they had heard on her deal (the finance manager I had been dealing with the day before was off) and this manager ended up submitting her credit to two additional lenders.  The statement that we ran her credit without her consent is not accurate. 

  Regarding the "dent" that Shanjae references in her 1st letter to the BBB, Shanjae and I reviewed video footage of her vehicle pulling onto our property and even footage of me driving her vehicle into our service department to have one of our technicians plug their diagnostic computer. The video footage shows the "dent", which was more like the quarter panel was caved in, was actually there when she and her boyfriend pulled into our lot that day.  I had it repaired at no cost to her as a good-will gesture. 

  When we sell a vehicle our finance managers have a check list of paperwork that is to be completed.  There are times that something gets missed and a manager has to reach back out to our customer and have paperwork signed.  Shanjae stated that felt "suspicious", I would probably feel the same way.  Her 2023 *** ******** with ***** miles is clearly under warranty through *** and the "As-Is" paperwork that ***** e-mailed her is standard paperwork stating that the vehicle is as-is from the dealership.  If the finance manager would have realized her vehicle was in our service department at the time, this more than likely would have been handled differently.    

  Regarding the statement that Shanjae has already made a 2nd car payment without having the vehicle and hasn't received any compensation.  I had told her that I believed I could help get some compensation through *** for her car payment(s).  When I started getting correspondence from the BBB stating she didn't want to do business with us any longer I quit pursuing that avenue.  

  At this point we have received the proper wiring harness for Shanjae's ******** and it has been repaired.  She is welcome to pick up her ********.  

   

  Sincerely,

  **** *******

   

• Initial Complaint

  Date:06/27/2024

  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.

  Ray Skillman **************** June 20, 2024, the check engine light on my 2016 *** ****** illuminated. The vehicle was undrivable with a rough idle and shaking. Ray Skillman Northeast *** stated they couldnt inspect the car until July 22nd. I secured an appoint with ***** June 21. They identified an issue with spark plug threading and repaired it for $480.Ray Skillman replaced all four spark plugs on May 19, 2023, costing me $585.97. The mileage at that time was ******, and as of June 27, 2024, it is *******. Additionally, on April 13, 2021, Ray Skillman replaced the *** valve, spark plugs, and performed a full fuel system tune-up for $690.68. Mileage was 75,642.Starting in September 2021, Ray Skillman conducted an oil consumption test, requiring several visits, and claimed to fix the issue in early 2022. If oil burning is the cause of the spark plug problems, it likely stems from their work.On April 2, 2024, I paid $681.35 for an oil leak repair at Ray Skillman. I had to return on April 8 because the oil pan guard was not secured.After paying *****, I contacted *** Skillman on June 21 to request compensation. The service manager, *****************, didnt return my call. When I followed up, June 25 at 3:30pm ** was unaware of my complaint and mentioned windshield wipers. He insisted they needed to see the issue but couldnt get my car in until late July. ** blamed factors like bad gas or oil burning and incorrectly claimed my vehicle had over ******* miles. ******** ends after 12k miles.I clarified that I had only driven ***** miles since May 2023. Ray Skillman performed a fuel system tune-up in May 2023 and repaired an oil leak in April 2024. I asked if these services could have caused the spark plug issues, but ** had no answer.Due to the consistent poor service and customer care, I request a $480 refund for the spark plug repair done by Midas due to Ray Skillmans poor workmanship in May 2023.Thank you for your attention to this matter.

  Business Response

  Date: 07/05/2024

  To whom it may concern, 

  We did offer and still do extend the offer to review the repairs performed by ***** to see if they relate to the work we did May 2023.  If we find that we in any way caused further repairs to have to be done over a year later, we will absolutely reimburse *******.  ******* is welcome to reach out to ***************** or myself to set up a time at her convenience to review her paperwork from Midas and for us to have a technician look over the vehicle.

   

  Sincerely,

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

  Customer Answer

  Date: 07/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [The offer is the same from when I spoke with ***************** the first time which still is unacceptable. I will gladly bring in my vehicle Tuesday morning however I dont have the previous spark plugs. Will this be a problem?
  I dont want to speak or interact with *** He was uninterested in resolving my issue, basically called me a liar (adamant that the car I drive had over 106k miles when in fact it does not), and he would benefit from further training in customer service. ]
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/15/2024

  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.

  They had my car for 8 days this is the 3rd time I had to take it in it went in for 3 factory recalls when I got it back the headlights ,power windows,turn signals,power door locks and the key fob didn't work when they got the car all of these options and pretty much everything else on the car was perfect working order I've called *** corporate 2 times and I'm getting an attorney I want my car back in complete working order just like it was before they preformed the the recalls I'm sick of waiting and I'm sick of thier excuses in 8 days you could build a whole new car !!!!are you kidding me!!!!

  Business Response

  Date: 05/30/2024

  To Whom It May *************************************** vehicle has been repaired, he has been contacted and we are waiting for him to pick up.  Although this repair will be at no expense to ******************, we did find someone had a hose clamp on the window regulator that would prohibit it to function at all.  We also did replace the Body Control Module (BCM) in order to allow the other components of the vehicle to function properly. There is a possibility that when the recalls were done something went wrong with the (BCM).  Please do not hesitate to reach out to me with any further questions.

   

  Sincerely,

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

• 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.

  car was stolen from dealership and dealership refuses to take any responsibility for new car damages such as busted windows, steering column etc. there were not any signs posted or paperwork signed when my car got dropped off that waived any rights to if my car were to be damaged on their property. manager **** told me the night my car was stolen there was another car stolen as well as 10 other cars damaged and told me that this happens to their lot all the time. the dealership lacks adequate security and responsibility for damages that are happening directly on their lot. car had not been signed or released back into my care prior to theft. car dealership did not contact me for up to 2 days even after theft to tell me my car was stolen and IMPD was the ones who told me it was actually stolen early sunday morning and the manager was aware. **** the service manager told me all damages and responsibility falls back onto consumer and this is the same as me going to the mall and experiencing this. however, it is not. my car was targeted because it was at the dealership ive always kept my car put up in the garage avoiding something like this. when trying to explain this to manager hes stating things like "hes not going to argue with me" and when asked can the dealership at least cover a rental to aide in the delay of my car returning he said maybe for a day. a day is not sufficient enough in this process. very unhappy with the business and customer service as a whole. had bought my car from here and thought it was a decent dealership. I am now thousands further into damages that were not there prior to me leaving it and I fear my car may be totaled out now. all of these interactions have been made over the phone ************** so I do not have an upload for complaint.

  Business Response

  Date: 02/08/2024

  ******'s 2019 Kia ****** was towed in due to overheating on highway.  After further inspection we found out the vehicle was in an accident.  An estimate was provided, and all repairs were declined on January 22nd, at that point customer was advised to retrieve vehicle from dealership lot.  Customer never physically came onto our dealership property during this process.  Our repair orders do in fact state that we are not responsible for customers personal property while we are in possession of their vehicle. See attached for dealership repair order disclaimers. Because ****** was never here to sign any paperwork, she would not have a copy of the repair order.  It is also my understanding that by law a customer must keep full coverage automobile insurance on a vehicle if there is a lien. There is a lien on this vehicle.  Our organization is equipped with functional security cameras and alerting systems.  We go to great lengths to protect not only our property but our guest's property as well.  

• Initial Complaint

  Date:08/23/2022

  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 am trying to understand how my car was running fine no issues and then it stops on the highway while I am driving in 4P rush hour traffic. The dealership gets to my car 3 1/2 weeks later I get to shortage to tell me my engine is gone when there were no warning!!Continue on my car engine going out to be told because I didn't getting a senor upgrade in 2019 when to inform me of the engine going not to fix the engine but to tell me the engine is gone I must pay close to $9000. This is unacceptable and not the fault of the consumer. There was no letter no email no call nothing to inform me. I am a single mom who lives here in Indy where public transportation is not the best and when I take care of car and service car this not fair especially when this is a known issue with this 2016 Kia ******** I am a single mom where transportation is not the best and this issue was not a neglect of me. I do not have an extra $9000 to fix a problem that is known with your cars. To tell a consumer that since they did not get this sensor upgrade that they must eat the cost not right at all.

  Business Response

  Date: 09/01/2022

  This vehicle would not be eligible for a warranty extension through the manufacture due to the failure of the customer to complete a required software update prior to engine failure.  The 2016 *** ******* was purchased 6/7/2018 with ****** miles and now has ******* and we have not seen the vehicle in our dealership since 6/29/2018 at which time all open recalls were completed on the vehicle.  The campaign for the required update was launched by *** in July of 2018.  Customers were notified by the manufacture during the period of July through December of 2018.  The customer has failed to meet the requirements as outlined by the manufacture, therefore *** will not participate in any repairs.  As the dealership it is our responsibility to follow the guidelines created by the manufacture, we are not given the authority to administer warranty repairs outside of these parameters.  

   

  Sincerely,

   

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

  General Manager

  Ray Skillman *************

• Initial Complaint

  Date:07/22/2022

  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've had many problems with the dealership, but this one is most recent. I've had trouble keeping oil in my car and have taken my vehicle to get serviced twice about it. The problem still exists. I learned that there is a recall on this problem for the 2017 Kia ******** but was never informed about it from the dealer. Instead they have attempted to get me to buy a new car. I want them to fix my car. I likely need a rebuilt motor. I want one for free. If they can't provide, then they need to replace my car. I continue to pay installments.

  Business Response

  Date: 08/11/2022

  We can confirm that ******************* is a customer of Ray ********************** *************.  We can also confirm that she has visited the service department with her 2017 *** ******* (VIN *****************) on two occasions with concerns of losing/burning oil.  *** first visit was on 6/14/2022, repair order # ****** at ****** miles. *** second visit occurred 7/14/22, repair order #****** at ****** miles.  *** factory *** ******** expired June 17,2021.  ************** does have a third party extended ******** which expires 6/28/2024 OR ******* miles, whichever is reached first.  *** does have a ******** extension (see attachment PI1802) which applies only to #2-cylinder rod bearing failures.  Many customers misinterpret this ******** extension as a full coverage for any engine issue, however this vehicle is not currently experiencing the issues as outlined in the ******** extension.  *** also has an informational only technical service bulletin referring to oil consumption diagnosis and repair (see attachment OIL CONSUMPTION TSB) which has ******** coverage under the vehicle basic ******** (5 years or ****** miles as outlined in the owners manual ******** supplement).   As previously stated, the ******** has expired on ************** vehicle.  *** technical bulletin outlines *** guidelines and recommended procedures for addressing oil consumption issues.  
       Step one of this process was completed on the 6/14 visit, where oil leaks were found as well as repaired, and an oil consumption test was started.  This test requires a follow up visit after **** miles to determine if the oil consumption is normal (under 1 qt per **** miles), or excessive (over 1 qt per **** miles). ************** third party extended ******** paid for the oil leak repairs, as leaking gaskets were covered under the plan provisions.
       On the July 14/2022 visit, it was found that the vehicle had consumed 2 quarts of engine oil in **** miles, which was deemed to be excessive.   At that time, we recommended a top engine clean service as the next step in the repair process as outlined by the technical service bulletin, Step 2.  As the ******** has expired, and the service is viewed as a maintenance service by the third party extended ********, this repair would be the customers responsibility.   *** customer was advised that, although this is the next step in the process, the dealership cannot guarantee that the engine cleaning will solve her concern.  *** estimated cost for the engine cleaning is $550.00.  ************** declined the suggested service and no further service was completed.  ************** inquired about third party ******** coverage for the engine if the cleaning procedure did not correct the issue, and we cannot guarantee coverage as we do not administer the third-party ********.  ************** was informed of the requirements of the third-party ********, which in most cases for major failures, would require removal and disassembly of the engine to identify the failed component and cause of failure.  In the event the third-party ******** declined the repairs, ************** would be responsible for the diagnosis and tear down as well as the repair costs.   ************** has declined all further repairs as of todays date.  
        ************** purchased the vehicle as a used vehicle on June 28,2019 with ****** miles.  While we agree that her current situation is unfortunate, the dealership offers no ******** with purchase, the manufacturer ******** has expired, and she is unwilling to approve the costs of repair to make any further attempts to repair her concern.   She was also unwilling to approve any diagnostic/ engine tear down that *** be required for her third- party ******** to process a claim if the engine cleaning was unsuccessful. ************** also inquired about trading in her vehicle on Saturday July 16, 2022 but was unable to reach terms with our sales department.
   Ray Skillman ************* is willing to proceed with any repairs ************** will authorize.  Tell us why here...

  Customer Answer

  Date: 08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I have read the claims of Ray Skillman Kia ***** first of all the service department stated that in order for me to receive a claim from my third party warranty my car would have to sit torn down for quite some time alone with 10 other cars so of course I declined that I also have moved my services to another Ray Skillman service department because I was unsatisfied with the service that I received from Ray Skillman Kia **** I have not declined any services to be performed on my 2017 Kia ******* I just declined to have Ray Skillman Kia **** do any services on my vehicle because I do not trust them I also believe that I was sold a vehicle that the seals Department was aware that had an oil consumption issue upon my purchase of the vehicle with that being said I just think I should be compensated the repairs at Ray Skillman ***** expense

   

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