Complaints

This profile includes complaints for KMA Auto's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  KMA Auto

  1320 Pike St Marietta, OH 45750-5103

  
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  KMA Auto

  130 Second St Marietta, OH 45750

  

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:08/30/2024

  Type:Sales and Advertising 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 bought a 2016 Subaru Outback on 8/8/24 in the amount of $12,000, paid by my ssi disability backpay. When I test drove the vehicle on 8/5/24 the only light on the dash was a lane departure icon I was told wouldn’t go off but everything was solid. I explained how I needed to get the money approved to be released from SSI and that I needed to double check that make/model for safety but felt I wanted it. I had reviewed the carfax some online and they had it on the desk. We didn’t go over anything except it was in a minor accident along the rear. However, they assured me again there were no issues and it had been through service. They came down on the price and threw in a powertrain warranty, so I went ahead and processed a request for the backpay. Upon return on 8/8/24, I cut the check and drove off. I noticed a new icon on my dash, on the way home then noticed that the passenger airbag was only showing ‘off’. I inquired what this meant and was asked to show pics of the lights. I did and was told it’s perfectly normal and safe. I finally found it in the manual and I was shocked to see it meant the entire ‘srs’ system is faulty. When I replied that and showed pics of what the manual said about the danger of the light, to pull over and have it towed I was told they would talk to the mechanic Monday but I was reminded I bought it as is and the warranty only covered the powertrain. . I didn’t drive it at all and called back and spoke with one owner. He said he would work with me, and sent someone to get the car. I found the OH law against the sale of a faulty airbag as well as the Federal law protecting consumers from buying vehicles that had certain safety issues. I stated I found these laws but they said it was as is. He became very nasty.
  
  *I have too much to type so I called in to see what to do and I was told to attach it typed up, so I’m including the email I sent to the Ohio legal aid.

  Business Response

  Date: 08/31/2024

  This 2016 Subaru was sold As Is.  The customer knew it was As Is and signed two forms stating it was As Is.  She also signed the Carfax and the salesman gave her a copy.  The saleman did a walk around on the vehicle showing her the features and even had her son lay down in the back of the vehicle to see if there was enough room for them to sleep there while camping.

  ******* called KMA about the airbag light on the dashboard.   She was worried about the safety of driving the Subaru.  We offered to diagnose the problem and sent two employees to pickup of the Subaru at her house.  The employee that drove the Subaru back asked what was wrong with it because it drove great.  KMA’s mechanic checked out the Subaru and found wiring under the passenger seat needed repaired and it needed a new seatbelt buckle.  The customer was given a quote of approximately $394 to fix the passenger seat. 

  ******* wasn’t happy with our diagnosis after she researched the issue online and chose to have the Subaru towed to ***** ****** Subaru.  They gave her an initial estimate of $2500 and later revised it to $4500.  She called and wanted to know if she could bring the Subaru back and wanted us to pay for the tow bill and diagnosis fee from the Subaru dealership.  We said no we would not pay for her bills and gave her the option to bring back the Subaru and chose another vehicle on the lot within 24 hours of her phone call and we never heard from her.

  She posted a review on ********.  Kevin offered her a chance to come in and sit down with us to try to resolve the situation.  ******* and her father, *****, came in 8/24/24.  The salesman showed her several other vehicles on the lot.  Kevin and Marni met with ******* and her father.  ***** was in the car business and understood our position.  He told her that once they started repairing the passenger seat issue they might find something more wrong with it and thought that she should choose another vehicle.  She wanted to think about it again and we told her to let us know by 6pm, Monday August 26, 2024.  On August 26^th ******* and her father drove the Subaru to KMA to talk to the service manager about the exact repairs that were needed on the Subaru.  He said he would work up a quote for her.  She and her father then left with the father riding in the passenger seat.  She did not indicate at that time that she wanted to return the Subaru.  The service manager had the quote ready on Wednesday 8/27, however I was busy and failed to provide ******* with the quote in a timely manner.  I sent it to her on 8/31/24.

  KMA Auto does not hide anything from our customers.  They have the opportunity to take the vehicle to their own mechanic before purchasing it.  They also sign documents stating that they are purchasing the vehicle is As Is.  If they drive it off the lot and it breaks in two pieces they pick up the pieces and take them home with them.  Our As Is vehicles have the oil changed and are detailed.  We do not diagnose problems with these vehicles.  They are high mileage vehicles.

  We did not sell an airbag to ******* or install an airbag in the Subaru.

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  
  
  

  There were so many blatant inaccuracies to the response to my statement, I am trying to find where to start. I suppose I will start from the beginning of their response and work my way through. To begin, I did not receive a copy of the Carfax. I was sent home with nothing but a "Retail Buyer's Order" with the wrong date, it is dated 8/5 when I didn't buy the car until 8/8, it also had no signature of mine. The only other thing I was sent home with was a copy of the powertrain warranty. You will see in the evidence I provide I asked several times for the Carfax as well as a correct bill of sale. Either way, l was hurried through the sale (l didn't even have a chance to take it to my mechanic since I was told a lady had been in earlier to look at it and if I didn't at least put something towards getting it upon my initial meeting on 8/5 I’d likely lose the sale since this lady was supposed to be coming back later that day for it) and never went into what was on the Carfax too much, I had seen it online. I trusted the salesmen’s account of the Carfax when I asked about the accident. I know now from later inaccuracies entered into Carfax by KMA that it could be incorrect, as well as the small statement on Carfax that it could be inaccurate.

  Carfax wasn't entirely correct after seeing the old codes that related to work being done on the SRS system, as well as the ones causing the srs light to be on now, nothing was mentioned about diagnostics or the work I had done to the car.

  It is mentioned that I didn't mention returning the car and that there were periods they didn't hear from me. I am including all of the call dates/times, emails, and texts. It will show clearly did ask to return the car on several occasions. I spoke several times to several different people at KMA. I asked to return the car over and over including the sit down we had.

  KMA responded that took the car to Subaru because of looking at things online. I did see a lot online, like how it was illegal to sell me a faulty SRS system but lets be clear. The initial reason I took it to Subaru was Kevin yelling at me and then hanging up, when he called to give me the quote of $374.01 0n 8/13. Again... when he called with the quote I politely asked if he was still working with me, he said that's the diagnosis its on me to pay. When I mentioned the law he yelled at seemingly the top of his voice "Ms **** if you mention that law one more time you can just talk to my attorney, good luck" and hung up. That was the first reason anyway. I had several. I knew charging me to fix it was not only immoral but illegal, this was after the salesmen at KMA stating the icon on my dash was safe and nothing to be concerned over. Not even telling me what it was. I couldn't believe the employee wasn't reprimanded. I felt, how can I trust them to actually fix this? Why would I give even more money to this place that just put my family and I in such danger?

  It was also pointed out to me by a couple of the entities I went through to figure out what I can do with the situation that they wouldn't trust them. How could I trust a place that wouldn't even fix such a serious safety issue and was fighting me over such a nominal amount to them, a big amount to me? I even tried calling back and talking to Marni after the Subaru man said I should try. It was to no avail so I felt I had no other choice, plus the manual states how important it is to take it to a licensed Subaru dealer since they have special diagnostic tools. Again, it was a feeling of being bullied and treated poorly, coupled with a deep lack of trust as well as feeling it was unfair to give the even more of my money. I didn't want corners cut or any of that but wanted it fixed correctly.

  Subaru knows I tried to return the car to KMA, as it was their suggestion upon looking at it. I didn't feel it was right to return it and not report the business to the BBB, especially since I saw so many other red flag vehicles on their lot. did try though, before the quote was raised to $4, 029 and after (not 4500).

  My father's name is *******, not *****. Yes, Kevin tried to talk my father into spending more to put me in something 'better", that anything at 12k would have problems. The thing is they stated at this sit down they do absolutely nothing to high mileage vehicles aka over 100k miles. I was shown several things but nothing in my price range, definitely nothing under 100k miles. One vehicle had 200k miles like the Highlander. Or some guzzled gas, or had red flags. There was a problem with each thing I was shown.

  After going home and processing what was said and looking at the cars shown to me online we realized how foolish it would be to pay thousands more on something that they just said themselves they don't even inspect. Only do an oil change and detail. Again, this is NOT what the salesman said to us when I picked out the Subaru or I would have never bought it. I would have at least waited on my mechanic and let the other buyer have their shot. Several of the vehicles shown to me had dash lights on in their advertisements too, so again it would be foolish to start all the way over, pay more money and still have no guarantee or warranty surrounding it. At least the Subaru had been checked etc, and yes, my father did ride in the passenger seat...slid all the way back. In his mind, he felt if something deployed he could pop it and save me from wrecking. I didn't like it but didn't know what else to tell him. If we were in an accident and he got hurt I’d have felt it was my fault. I can assure you no one else has rode up front. It has been at Subaru or my family mechanics home mostly anyway.

  Mind you, I was ready to eat all of the money I put into the Subaru by the time of meeting. The cost of a new battery, getting the lane departure module fixed, the diagnostics, the tow, the Legal Shield I paid for. It was a few hundred dollars. I was wanting to return the vehicle in better shape than I bought it. I was told I could only trade it towards something else on their lot. I sat rather quietly through the sit down, as I said at the end (quietly because Kevin does scare me, not that he would physically harm me but definitely yell and my mental health has been hanging by threads over all of this) that I knew what they did was illegal. And I could recount everything but would there be any point? I already made myself clear....however, looking back I wish I would have spoke up and presented everything I had then. I have to wonder if all parties know everything that's happened. Have they both seen all texts? All emails? Heard every phone call? Which they said they have heard them all. Speaking of, I do have Marni stating the deal was off the table to bring the Subaru back if I didn't file with the BBB.

  To start to wrap up, I was never given an actual quote until I filed the complaint with the BBB. The day they got the complaint is the day I got an actual quote. Before that it was verbal, and very convoluted. It was still convoluted. Originally when they had me speak to the service manager he said some wiring under the driver side seat needed fixed and the buckle on the passenger side. I knew from the codes given from Subaru, old and new and they matched what my mechanic was saying, that he was wrong.

  The service manager tried to talk me into the idea that I didn't need an air bag. That was on the phone and in person. I explained to him that I knew one of the fixes was in the actual cushion. I sat and allowed Kevin and Marni exclaim I didn't need a new seat, however their service manager must have figured out I was right because the quote given called for a used seat. I had told the service mgr I didn't want a used seat. That my mechanic and I had discussed looking for a used one but that wasn't the safest route to go. Who knows if it has the right sensors and even if so how long would they last? Even with that the service manager said he’d fix it for $374, even if he had to go beyond what he thought needed done.

  Now it was wiring under the passenger seat as well as the buckle. Maybe a used seat from an international junkyard. I don't know if he researched and found I was telling the truth about not being able to get around getting a new seat, the code said CUSHION failure. I was told I could come in and figure out another car to trade the Subaru in for (l was also losing features and putting down more money if I did that) OR I could be physically shown on my car exactly what needed done. I wanted them to show me their code reader an all. I came back in for that, but all I got to do was talk to the service manager again. Not be shown a thing. I did ask for a put together quote the next day via email to Marni but I got no quote until they received my complaint to the BBB.

  The fact of the matter is, this was fraud. They concealed the icon by apparently clearing the codes. It was on in their advertisement, I got to see when they reposted it on Fri 8/16/24 @ 9:44 pm. I had been looking for the advertisement to see the accident date and the Carfax. I was shocked to see the icon on! After Kevin was so adamant that it had to come on as coincidence as I drove home. I knew better and now I have the proof.

  At this point I wasn't going to ask for reimbursement of the battery, the tow, the legal services (so far).  I was only asking the 4,311 to be reimbursed as that what it took to get the srs working correctly, now do feel I deserve all this its been such a headache and so long I haven't even gotten to have a car. Its been extremely inconvenient and expensive to arrange other rides. Theres also the matter of did they take advantage of me being disabled? I’d rather not go on into court over the fraud and all of the things tied to this. If they will reimburse even the 4,311 I’ll not take this further. They took no action until I finally gave them a review on ********. I told them they were leaving me no choice but to warn my community, and while I still will, won’t make a big post(s) about it but that's only if they show a good moral compass and will work with me. Or else the community should know! I told them I’d be posting as well, so that was not a shock, or shouldn't have been.

  
  
  ******* ****

  Business Response

  Date: 10/12/2024

  Date discrepancies and paperwork

  ******* **** first came to KMA Auto on August 5, 2024. She settled on the 2016 Subaru and we gave her a bill of sale dated August 5 to take to the Social Security office. She came back on August 8, 2024 with money from her savings account to pay for the Subaru. At that time she signed the bill of sale, CarFax and Buyers Guide (copies of these three documents are attached).

  Returning the vehicle/Selling a Vehicle AS IS

  As stated in our previous response ******* **** bought the vehicle AS IS and she could have taken the vehicle to her mechanic to have it checked out. See attached information from the Ohio Attorney General and Legal Aid of Cleveland regarding canceling the purchase of a vehicle and AS IS vehicle purchases in Ohio.

  In response to the Ohio Laws "No person shall knowingly sell, install, or reinstall a device in a motor vehicle that causes the diagnostic system of a vehicle to inaccurately indicate that the vehicle is equipped with a functional air bag." The car was not sold without an airbag and we did not replace or repair the current airbag.

  Repairing the wiring under the passenger seat

  ******* came back to have our Service Director explain the repairs to her. She was not physically shown what needed repaired because she did not let us know when she was coming back so we could have a lift available in the shop. She just showed up and we were working on our scheduled customers vehicles. We did not provide the estimate in a timely manner because we were busy.

  Taking advantage of a disabled person

  We had the Subaru priced at $12,000 plus taxes and fees. We sold it to ******* at $12,000 including taxes, fees and a 3 month service contract. This was a $1,332.51 discount so we did not take advantage of someone that is disabled and we did not even know she was disabled.

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  
  
  Hello. Here is my response and a couple screenshots to send to KMA auto for complaint *******

  
  

  I am running out of ways to work with KMA Auto. I have tried to give them ample chances to make this matter right, however it is becoming impossible when they are contradicting themselves (last statement- first paragraph compared to last which I will expound on). They have neglected to respond to many of my complaints starting with the texts I showed them where I asked what the light meant and instead of being told what it meant I was told it was safe and nothing to be concerned about. I have brought that up over and over again as my first reason not to trust them in any regard, especially paying them to fix the car. 

  
  

  As far as the estimate goes the service manager said he would keep it to $374.01 even if it took more to fix the car, however I made it clear I did not want a used seat, and that was the only option I was given. I did ask for an actual quote from Marni (the one they said took time to give to me because they were busy). I wanted to be sure the owners stood by their Service Manager, which  when I finally got the estimate it was much more than $374.01. I sent a copy of that email in with my last reply. I can resend it if needed. Also, they said even in their last statement that price could have grown. 

  
  

  They stated they didn’t know when I was coming in to have the service manager physically show me what needed repaired, however in the comments under my review on ******** it shows right there where we agreed to have a sit down. KMA acknowledged this sit down in their last statement as well. I already explained this but again, I was told at that sit down to come back the following Monday (Aug 26) after 2 pm to either return the car (after I had already put a new battery in and had the lane departure module fixed) at the price I paid BUT I had to pay even more for another vehicle which had no guarantee there wasn’t going to be more trouble. As Kevin stated he wished he “had a crystal ball” but didn’t. There was no way I was giving them even more money after all they had done to me thus far for another car with no warranty. Even with thousands more I could only get a ‘high mileage’ vehicle, and with the updated knowledge that they do nothing but change the oil and clean the car it would be highly unwise to purchase yet another vehicle from them. As was said to me by many institutions how could I trust a company who wouldn’t do $300-$400 worth of work to make the car I bought safe for my son and I? I couldn’t, so I made sure that the other choice was that I have the service manager actually show me physically what needed work I was told that would be no problem at all. I even called before coming so they knew exactly when I’d be in. The work needed didn’t take a lift so that doesn’t apply. The service manager said the reason he couldn’t show me was he would have to take the seat out to show me the wiring problem. The biggest issue was inside the cushion, which is why it needed a new seat. The one the service manager said he’d be replacing with a used seat from a national junkyard. I explained why I didn’t want a USED seat from a national junkyard and why my mechanic and I agreed that wasn’t a good option, I explained this as well but again….with a used seat there were no guarantees and no way to know how long the seat would actually be good for. 

  
  

  
  

  As far as not knowing I was disabled, in the last statement they shared they knew I had to petition to get money from the Social Security office. The salesmen knew for sure it was ssi backpay. I explained this during our sit down too when Marni made the comment “can’t you just get more money from social security” I exclaimed no that I was getting tapped out that I only had a certain amount of backpay to ask for.  They also knew I had to have the car held until the release of my backpay was approved and released. This is their reasoning as to why things were dated 8/5. The money was released into my CHECKING account on 8/8 (not savings acct like KMA said the money was taken out of). They acknowledged this but turned around in their last paragraph saying they didn’t know I was disabled?! Another contradiction to this was in a past statement of theirs as well. That my son laid down in the back so I could see if we would fit back there to camp because with my physical disability I couldn’t set up a campsite anymore so I was looking for something not only reliable to take my son to/from school and appointments as well as all of my appointments but also we could camp in.

  I also spoke of my mental handicap and that’s why my mother was with me during the test drive and decision. And my father for the sit down. 

  
  

  As far as being able to have a mechanic look before buying, I was told they would only hold the car if I proved I turned in the entire quote (for 12k and get insurance). I did not have the money to have it looked at. I would have had to petition for the $130 to have it checked and I was told a lady was in earlier that day and was probably coming back to purchase it, that the only way they would hold it was the proof I turned in the request, the sales quote to social security and they would be releasing 12k. They wouldn’t hold it while I got the money released to have it examined.  I didn’t know how long it cold take to have money released in general. I was told it could be 30 days. So, no I couldn’t have had it checked by a mechanic since I didn’t have the funds to do so. 

  
  

  KMA says all they do is an oil change and clean the car but the salesman told me they did a thorough inspection to the vehicle and changed the tires. The only issue with it was the lane departure off light that they “couldn’t get it off”. I made sure to ask about the accident and was told there was “no lasting damage”.

  
  

  I originally wouldn’t go with KMA because of the lack of warranty, that I was leaning towards ******* because they have a 3 month warranty, so the salesmen “got me a deal” on a 3 month warranty. Even though I was charged over $300 for it. Yes it’s for the powertrain but the whole “as is” thing doesn’t really apply because there was a warranty. Besides under federal law, in every state safety features override “as is”. Brakes, tires, seatbelts, and airbags apply. .

  
  

  I have already provided the number for the FTC complaint. There is now one with the Ohio Attorney General which is *******. 

  
  

  I am ready to move on since KMA is obviously not taking things seriously. Their blatant lies (which I sent in enough evidence to show they are lying with my last statement) are becoming hard to handle. This is all amping up both my physical and mental disabilities. I have withheld going to the community and exposing this but I feel it is time. I tried to allow KMA to make things right but they will not. So, I feel it is time to take the next step. I was trying to stay out of a civil suit eventhough I have ample evidence of fraud. They are leaving me no other choice but to proceed in every way I need to, to make this fair and right. I told them I feel it’s my duty to warn the community and was giving them a chance to add on them making things right and paying for the work I had to have done to the srs system. I’m not even asking for reimbursement for the other work I had to have done immediately. They have known I am going to  share all of the communications between us in every fashion I can. Mainly using the internet. I feel it is my duty as a Christian and someone with morals to let the community see all of our interactions including their statements through this avenue, emails, texts etc so the community can be aware and make an informed decision before going to KMA. Again, I had hoped I could add on how they did make things right being they boast to be Christian. If I had been told all they do is an oil change and clean the car (which was filthy by the way and when I washed it I saw much damage to the paint)  I would have never bought from them. 

  
  
  ******* ****

  Business Response

  Date: 10/28/2024

  At this point KMA Auto is done.  We have provided documents showing the customer purchased the vehicle as is.  We thought ******* had already applied for more SSI money and had the seat repaired at the Subaru dealership.

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   All  can say is yes I had it the work done that is my point, I want the refund of tapping out all of my backpay at over 4k. How is this not understood? What happens now that KMA is “done”? 

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