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:09/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased a set of new tires from Bob Rohrman Kia in October of 2023 and in June of 2024, started getting a low tire on the front left tire. Since we got the tires from BRK, I called them up to see if they could inspect the tires and see if that one was going bad or if it needed a patch (in which case, I would take it somewhere else for the repair). I needed to make an appointment, so I brought the car in for service on 6/25/24. When I brought the car in for service, I told them the same thing I said on the phone. I wasn't sure if the tire was going bad or not and wanted to know since if it was going bad, it would need replacing where we purchased the tires. After waiting over an hour and a half, I went to ask the guy at the desk what the holdup was and he said they'd forgotten and would get on it. After another bit, he came in to say that they found a drywall s**** in the tire way up between the treads and he'd told the guy to fix it. At no point was I given the option to refuse service or told how much it would be to have a tire patch don't until he came back to tell me that the patch had been finished and that, normally, the cost of a patch was $69.99, but they were giving me $20 off. I paid grudgingly because I had somewhere to be, but I called the next day to complain and spoke to the service manager, ****, I believe. I explained the situation and that I wasn't given the choice to decline service, at no point when I was making the appointment or until after service was completed was a price even mentioned. A tire patch is $10-20 at *******. After talking, he said they would give a partial refund. I have yet to see that refund, now several months later. At this point, I'm asking for a full refund of the entire amount because it's ridiculous to even be in this situation. I only took the van there because we bought the tires there less than a year before and I needed to know if one was going bad. I would have taken it somewhere else for a patch.

• Initial Complaint

  Date:06/13/2024

  Type:Order 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.

  The 2015 Cadillac CTs I purchased has three different contracts. The online advertised price was $15970(I have original images). The price of the car changed with two of the contracts $19465, $19465 and $18595. I finally have all 3 contracts after being sent the same copy repeatedly. Interest rates also changed *****, ***** and *****. Warranty prices also changed $3120 wheelz, $3120 wheelz, and $3190 AAGI. $cash price stayed in the retail installment contract states cash price $23675, $23675, and $22875. Amount finance charges shows $6189, $5517, $5610. Amount financed change $*****, *****, and $14104. Total payments changed $21093, $20422, $19714. The total price of the car also changed $30093, $28714, $29422. Original contract date 5/6/20, second contract 6/9/20, and third contract was 7/17/20. Each contract deal number did not change neither did the cars odometer mileage. I was bait and swatched, manipulated, coerce and deceived. I paid 9k in cash as a down payment and it says I financed $*****, $14104 and $*****. When I initially went to complain I couldnt get all three contracts from finance company so I retrieved them from the dealership through via email with ****** who works in the finance department. Within a month of having the car I complained about the car having issues, so I called the finance company and was told I was in the 10 day grace ****** to return the car. Once I told ****** who sold me the car my plans, he threatened to use my downpayment to fix the car. I was then called by someone with more authority who told me they would offer me a better warranty for my future issues but yet charge me more for the warranty and raised my interest rate back up.I still owe a remaining balance of $8000. Furthermore I have had to invest in over $8000 in repair alone in the last year which have lead me to late payments. Furthermore, the dealership is reporting inaccurate account date information after falsifying my documents.This is diminishing my character

  Business Response

  Date: 07/05/2024

  I was able to pull the deal from our archives and include the contract signed by the customer.  It shows that she originally came in and purchased the vehicle from us on May 6, 2020.  The dealership then needed to recontract, and I am not sure why.  I did notice that both the price of the vehicle and the interest rate were less than her original agreed amount.  It looks like the dealership was able to discount the vehicle more and provide a lower interest rate than the original agreement (on pages 1-5 with the customers signature).  This can be compared to the contract that was sent into the bank and funded (pages 6-8).  All documents were agreed to and signed by the customer.  Please have her confirm the signatures.  

  Customer Answer

  Date: 07/08/2024

  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. 
  There was never a reason given to why there needed to be a new contract. The interest rate did go down the second contract and back up after making a complaint about the car the third contract. The warranty went up the interest rate went up and so did the price of the car within the third contract. There was no explanation on why the finance company didnt receive a payment for 3 months from the original agreement. There was no other explanation on why I couldnt cancel my contract without using my down payment to fix the existing issues with the car. 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Charcale *******
  

• Initial Complaint

  Date:12/14/2023

  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.

  Purchased car with son on 8/31/2023 that had back bumper needing repair. Dealership told us they would repair it. They have yet to do it and avoiding us. Also bought full coverage warranty through dealership. Took car in for oil change, next day oil pan cover falling off. Contacted dealership they would not repair.

  Business Response

  Date: 12/16/2023

  The customer did purchase a new vehicle knowing that it had damage, and a repair is owed.  We also informed the customer that the parts were on back order and that the collision center would inform them as soon as the parts came in.  The parts came in and the collision center that is handling the repair had tried to contact the customer multiple times with no response.  We were not avoiding them, as soon as we found that this was a problem, we reached out to the collision center and that is when we were told about the attempted contacts.  We then informed the customer that the collision center had tried to reach them multiple times without a response.  We then informed the customer to reach out to the collision center so that they could schedule them for the repair.  For the oil change, the cover was not broken here.  It was already broken when it came in and has evidence of the vehicle running over something and causing the damage.  We do not drive a vehicle, that is here for an oil change, on the road.  The damage to the vehicle must have been done outside of our care.

• Initial Complaint

  Date:12/05/2023

  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.

  Contacted dealer about a 20 Lincon Nautilus. Original salesperon was ****. Offered 25k for the vehicle and was told it was not possible. 2 days later ***** emailed me saying there had been a price change and 25k plus tax and title were now good to go. I called the dealer and spoke to **** (another salesperson) who said He wanted my business tonight at that number 25k I said OK! HE said his manager would be calling me back before they closed at 7pm. Nobody ever called **** called back the next day 12/5 and **** answered. He immediately transferred me to ***** (f) and she said shes waiting for the tech ***** to tell her its ok to sell their vehicle at that price??? I asked for an explanation and she said ***** is an AI representative of ************ and shes not going to sell me the vehicle for what they told me in writing. I requested to speak to her Gm and she told me hes busy and is going to be in a meeting with the tech **** about this.Very bait and switch practices, and horrible customer service. Buyer Beware!

  Business Response

  Date: 12/06/2023

  Thank you for reaching out to us.  We had a problem with our 3rd party AI vendor, it was not one of our human representatives.  It states in the response, to the customer, that it is an AI representative and not a real human.  They have since updated on their end and the problem is now fixed.  We notified the customer of the error immediately.  He was not out any drive time or money and again, was told immediately that it was an error that was generated by AI.  I contacted the customer yesterday and explained to him that this was an error based on an AI with a 3rd party vendor.  He let me know that it did not matter and that he was going to report us either way.