Business Profile

New Car Dealers

Gossett Motor Cars

Complaints

This profile includes complaints for Gossett Motor Cars's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

70 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/26/2023
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.
************ has caused over $1500 in damages to my vehicle each time it was in their care. I purchased a 2021 Q3 in January of 2022. The vehicle has visited the dealership 2 times since then, once in September 2022 and once in April 2023. Both times, the dealership has washed this vehicle after being asked not to, subsequently ruining a $2000 ceramic coating each time. After the incident ** September 2022, ************ stated they would pay to fix my vehicle, but I have receipts where they only paid $950 of the $2000 to have the exterior refinished. I have receipts from the initial paint correction, pictures from before and after, and receipts and pictures of every incident since then, however this website will not let me upload them. Please contact for for picture evidence. When picking up the car from the last visit, the smell of gasoline was so strong in the vehicle you could not sit in it. The service advisor, *********************, advised my fianc to ride with the windows down when he was questioned about the strong smell. When the advisor was questioned why the vehicle had, again, been washed, his response was there is nothing we can do now, it has already been done.
Business Response
Date: 05/25/2023
May 23, 2023

***************************
Better Business Bureau
*******************************
*******, ** 38125

Re: ID #******** - ***************************** & ID #******** - *********************

Dear ********************:

Thank you for bringing this complaint to my attention. ***************************** purchased her 2021 Audi Q3 VIN #***************** from Gossett Motor Cars on or about January 19, 2022. The vehicle was purchased as a certified preowned vehicle, and, therefore, ****************** would not be considered the original owner. I am including an additional BBB complaint (ID# ********* within this response. This additional complaint is from ********************* who states he is the fianc of *****************************. His complaint is in regard to the same concerns as outlined in the BBB complaint (ID# ********* submitted by *******************

********************** first visit to our ************ ****************** was February 21, 2022, for a concern of a check engine light illuminated. The vehicle's odometer showed ****** miles at the time the repair order was created. A diagnosis was performed and a diagnostic trouble code P008700 was found related to sporadic low fuel rail pressure. The vehicle was thoroughly inspected and was operating as per design at that time. ****************** was advised that no repair attempts would be made and to return if the check engine light illuminated again.

On September 14, 2022, ****************** brought her vehicle to ************ to have a routine 20,000-mile maintenance ******* completed. The vehicle showed ****** miles on the odometer when the repair order was created. As stated in the complaints by ************** as well as ******************, it was requested that the vehicle not have the complimentary ******* wash completed due to the vehicle having a ceramic coating. Unfortunately, after the completion of the routine maintenance, the vehicle was given a ******* wash in error which resulted in the need to have the ceramic coating reapplied to the vehicle. In consideration that the customer's vehicle was washed when it was not supposed to be washed, ************ Service Manager ********************* personally handled the matter himself to ensure it would be resolved. He contacted a detail shop which was close to the customer and set up the appointment for the ceramic coating to be reapplied. When the vehicle was completed, the detail shop facility representative called with the total invoice price, and the invoice was paid by ************ via credit card. It should be noted that neither ****************** nor ************** had ever conveyed any displeasure to our employees with regard to the resolution of this matter until they submitted these BBB complaints.

******************** states that Gossett Motor Cars only paid $950 of the $2000 to have the ceramic coating reapplied. Gossett Motor Cars is unsure why ****************** would question the amount of money paid to the detail shop. We paid the invoice in full that was provided by the detail shop. They completed the ceramic coating reapplication, and we are certain that there is no outstanding balance due.

In the complaint submitted by ************** (ID #********* he states he picked up his fiancs Audi Q3 on March 25, 2023. After investigation, the date provided by ************** is incorrect. ********************** vehicle was actually towed to ************ on or about April 21, 2023, and a repair order was created on that same day. The vehicle's odometer showed ****** miles when the repair order was created. The customer's concern at that time was the vehicle died while driving. We would like to apologize for not being able to receive the customer call on the morning the vehicle had stalled. Our records indicate that our dealership had experienced a power outage that morning and therefore our company phone system was inoperative.

****************** was able to contact our ******* team at 10:33 a.m. on April 21, 2023, in regards to her vehicle stalling. ****************** was provided the phone number for Audi roadside assistance. ****************** did contact our dealership again on that same day to inquire about a loaner vehicle. Our Service Advisor ********************* informed ****************** that we did not have any loaner vehicles available at that moment. Early in the afternoon ****************** contacted Service Advisor ********************* to discuss the request for a loaner vehicle. **************** explained that we have a limited number of loaner vehicles available and that we would put her on a list to get one once her vehicle arrived at the dealership. ****************** stated this ******* was not what she expected from Audi. **************** did state that the Audi brand has gone through some drastic changes over the last couple years and even though we have more loaner vehicles in our fleet than we have ever had before, we also have more on loan which continues to create availability challenges. ****************** continued to express frustration with the loaner availability situation and **************** once again apologized for the frustration she was experiencing.

On April 21, 2023, our ************ mobility specialist contacted ****************** at 2:57 p.m. to notify her that we did have a loaner vehicle return and that it was now available for her to use. ****************** stated she would have her family pick up the loaner vehicle that day.

**************** contacted ****************** on April 24, 2023, to notify her that her vehicle was repaired and ready for pickup. Considering this call was later in the afternoon, ****************** stated that she would have her family pick up her vehicle the following day. Sometime after ****************** received her vehicle, she did contact **************** in regards to a residual fuel smell inside the vehicle. **************** explained that the fuel pump replacement is actually done from inside the vehicle. We attempt to minimize any exposure to fuel fumes the best we can, but at times some residual fuel fumes may linger until they fully dissipate. We apologize for any discomfort this issue created.

The main concern outlined in both BBB complaints is centered around the vehicle being washed when it was requested not to do so. In the complaint submitted by ******************, it is referenced that she has experienced this concern twice, once in September of 2022 and again in April of 2023. While we apologize that this has happened in these visits, it certainly was not intentional. During the first visit our team did wash the vehicle after being asked not to do so. Subsequently, our ************ Manager ************** did work with ****************** to resolve that concern. Unfortunately, our team does not recall ****************** requesting that we not wash the vehicle during the April ******* visit.

Ceramic coating is not visible once it is applied on a vehicle, and, therefore, our team would have no way of knowing that the vehicle had a ceramic coating installed unless the client notifies **. The repair order from the September 2022 visit was clearly marked as no wash and was washed in error. This is the reason our ************ ******* manager agreed to have the ceramic coating reapplied. The April ************************************************************* regard to not washing the vehicle. ****************** neglected to remind our personnel that she did not want the vehicle washed while in for *******. We have carefully reviewed all phone calls made to and from the dealership with respect to this April 2023 ******* visit. There was no conversation at all about not washing the vehicle during this particular ******* visit.

************** states in his complaint that the vehicle had to have paint corrected on three different occasions due to the negligence of ************. We are not aware of the first instance referenced by ************** of a paint concern at the time the vehicle was purchased. ****************** has made no reference to a paint correction at the time of purchase in the complaint she submitted. In regards to the September 2022 visit, Gossett Motor Cars assumed full responsibility for washing the vehicle, and we worked with our customer to resolve the matter by having the ceramic coating reapplied at no charge to ******************. We were advised on the September 2022 ******* visit to not wash the vehicle. However, there was no communication about not washing the vehicle regarding the April 2023 ******* visit. ****************** should diligently notify our ******* team on each and every ******* visit that her vehicle does not need to be washed. Gossett Motor Cars provides a ***************** when a vehicle visits our ******* department, and we should not be held responsible for washing a vehicle when there is no communication not to do so.

Gossett Motor Cars must regrettably deny ********************** request for some type of refund. We believe the owner of a vehicle should accept responsibility for making sure to always notify a ******* provider of any special care their vehicle may require. This would certainly include not washing their vehicle. We do apologize for any inconvenience this matter may have caused. We believe this complaint should be closed accordingly. If I can be of further assistance, please do not hesitate to contact my office at ************.

Sincerely,

***** Gossett
Vice President
Gossett Motor Cars
Initial Complaint
Date:04/20/2023
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 brought my car to Gossett Kia on *************************** on December 28th 2022 because my car could not get 9 miles down the road without shutting off. They have had my car for 4 months now and absolutely have not made an effort to contact me about my car. I've reached out multiple time through email,phone,voice-mail and have only spoken with the manager 1 time on March 12th 2023. Only for him to tell me that they wrote down the wrong issue on my car (it was making a noise). I'm mad that no effort is being made to contact customers. I'm disappointed in their customer service and their lack to even care. I had to take out a loan to get a car while I have waited on my car. I have attached proof of trying to contact. Any contact made through phone they just sent me around and around not giving me any information or telling me my cars ready and then saying it's not ready for pick up.
Business Response
Date: 05/09/2023
While I am not sure of your circumstances during your service visit or the extent of repairs your vehicle required, I know that our team works very hard to have you in and out as soon as possible and while the wait may have been extended for service due to unforeseen circumstances, you can rest assured your vehicle will be repaired in a professional manner with certified technicians. We apologize for not communicating with you in a timely manner about the progress of your vehicle. Please give *********************, our Service Manager, a call if you would like to discuss further. We appreciate your business and hope that we can continue to serve you in the future.
Business Response
Date: 05/30/2023
May 26, 2023

***************************
Better Business Bureau
*******************************
*******, ** 38125

Re: ID #******** - ***************************

Dear ********************:

Thank you for bringing this complaint to my attention. On December 28, 2022, *************************** had her 2016 Kia **** VIN # ***************** towed to Gossett Kia. At the time the repair order was created, the vehicle's odometer showed ****** miles. Our dealership had a substantial amount of vehicles already in line for diagnostic work, and, therefore, our service department was experiencing extended delays related to performing diagnosis on vehicles.

Numerous members of our service team as well as members of our management have spoken to **************** on multiple occasions. However, our team collectively did not maintain an acceptable level of communication with her, and we must admit that this was unacceptable. **************** has every right to be disappointed with the level of service she received. We apologize for not providing her with the stellar service she deserves.

****************' vehicle was at our facility for an extended period of time. While the vehicle was here, our technician staff was unable to duplicate the concerns which we believed ****************** was experiencing. In conversations with *** Service Manager ***********************, ****************** explained that her concerns with her vehicle had not been accurately notated by Service Advisor *****************************. Unfortunately, at the time the repair order was generated, according to **************** we did not properly notate the customer concern. ****************** did let ** know at a later date that the concern with her vehicle was dying while accelerating. **************** was very frustrated when speaking with our service manager and let him know that she was disappointed with our lack of attention to detail.

We have reviewed the repair order documentation and discovered that we notated the customer concerns as customer states engine is rattles at acceleration. This concern is what was documented on the repair order that was signed by ****************. If the concern as stated on the repair order at the time of write up was incorrect, we might assume the error could have been based upon miscommunicated information provided by ****************. Incorrect information certainly contributed to the time delays as numerous technicians spent time trying to diagnose a concern that was actually not a concern. Once our team was provided with the proper information, our technicians spent significant time attempting to diagnose the vehicle. The diagnosis process included, among other things, test driving the vehicle for a total of 31 miles.

**************** was notified on April 20, 2023, that her vehicle was operating as per design and ready to be picked up. **************** requested once again to speak with ******************, but, unfortunately, he was unavailable. ****************** did attempt to call **************** back but was unable to get in contact with her and could not leave a voicemail as the voicemail box for the number provided was full. **************** called back on May 1, 2023, and was once again informed that the vehicle was ready for pick up.

**************** picked her vehicle up on May 2, 2023. Shortly after picking up her vehicle, **************** contacted ****************** and informed him that the vehicle had overheated and a coolant hose had popped off. ****************** called **************** on May 2, 2023, at 3:59 p.m. to discuss the current issue. **************** was very upset as was her husband who was with her in the vehicle. ****************** explained that the vehicle had not experienced any overheating issues during the extended road testing performed during diagnosis and inspection. Prior to this discussion, **************** had never mentioned an overheating concern with her vehicle. **************** and her husband were on this call together, and they let ****************** know just how upset they were with the issue. The conversation turned to the use of profanity, and ****************** politely stated that he would have to end the call if the profane language continued. The call was soon ended by **************** disconnecting.

We will admit that we fell short of our goal to always provide the best service possible. We know that we could have done a better job of discovering the miscommunication sooner, but we also believe that both parties were responsible for a certain degree of the miscommunication. **************** should realize that she might not have conveyed an accurate description of her concern during her initial write up. If our interpretation of her concern was somehow inaccurate, then we will accept the blame.

It should be noted that Gossett Motor Cars waived all diagnostic time spent on the vehicle, and **************** was charged nothing for the service visit. We believe the current overheating issue with the vehicle is unrelated to any of the diagnostic labor which was performed on the vehicle. We acknowledge that this service visit was not up to our standards, but we also feel there was no intentional wrongdoing on our part. We believe this complaint should be closed accordingly. If I can be of further assistance, please do not hesitate to contact my office at ************.

Sincerely,

***** Gossett
Vice President
Gossett Motor Cars

Customer Answer
Date: 05/30/2023

Complaint: 19961532

I am rejecting this response because: I brought the car in with ****** miles and when I got the car back it had ******. They did not drive it for the stated "31 miles." I brought all of these issues from *** up to my car dealership where I bought the car from and they reached out to see what was going on. I was informed by CARMAX that they let my car sit for the 4 months and only did any testing the day I came to pick the car up, May 2nd, 2023. CARMAX also claimed that now *** can miraculously fix my car in 2-3 weeks. I would not trust them to watch a fish, let alone bring my car back to them. Not only did they s**** me over, they screwed multiple other people over who have been in this same situation. I have no good words for this business, especially since they told me it is now a me problem on the phone. I have reached out to my car dealership and will no longer be in need of assistance from a place that has no care or compassion for customers. The level of disrespect and unprofessionalism is astronomical. I do not want anything else from them other then them to know that word of mouth is powerful and they royally screwed me and my family out of a vehicle.

Sincerely,

***************************
Initial Complaint
Date:04/14/2023
Type:Product 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.
Traded in a vehicle bought from Gossett. Received a letter that we could have a refund on ************* or extended warranty purchased. I have left 4 voicemails with the finance person, *************************, talked to a **** (that I was told was a manager) and left 1 voicemail for another manager. I ah e received no return calls.
Business Response
Date: 04/18/2023
See attached File
Initial Complaint
Date:04/07/2023
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.
After having my car serviced on March 8th, 2 weeks later the engine light came on. I called to get an appointment to bring it in and I was told to drop it off on Monday the 3rd of April and it would be looked at in a day or so. I dropped it off Thursday the 30th and it has yet to be looked at. I called on Wednesday and still nobody could tell me anything except they were a couple weeks out. That wasn't expressed to me on my initial call. I had to rent a car for the week and cannot afford to rent it again. This is an inconvenience and I was told they do not have courtesy cars. I have always taken my car to them to be serviced and it's still under warranty. I feel they have had adequate time to give me a diagnosis. I am a single mother and need transportation to get back and forth to work.
Customer Answer
Date: 04/11/2023
I have been contacted by *** and my problem has been resolved. Thank you or your dilligence!
Customer Answer
Date: 04/12/2023

Date Sent: 4/11/2023 4:35:05 PM
I have been contacted by *** and my problem has been resolved. Thank you or your dilligence!
Initial Complaint
Date:02/24/2023
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.
The dealership lost my keys and lied to me about having them. My car was accessed and damaged by alleged vandalization. This was a direct result of their negligence to ensure my property keys were in a secure place. While my car was vandalized, there was no police report filed, no contact with me when it happened, and their workers are lying to prevent any disputes from being placed on them. I want this to be investigated to ensure that this company did not violate any of my rights as a customer paying for a service whose keys were lost, and suffered because of their negligence. If it is not investigated, I will have to involve lawyers who are certain there was malpractice done. Even if I were to decide I wanted my car at another dealership, I cannot transport it because they lost my keys and will not replace them. My car has been in their care since January 3, 2023, and it is still on their property.
Customer Answer
Date: 03/06/2023
He did not mention that his worker ****** lost my keys. Losing a customers keys is in fact negligence, and my insurance company, Progressive, is a witness that they were told my keys were lost by this company. Here is an attached estimate of what the repairs cost around $1600 not $1800 as the dealership says. The contact information of this adjuster is also provided. By contacting him, he will tell you of his experience there and what was told to him regarding the alleged vandalism. He will agree that it was negligence that led to my car being damaged.
Customer Answer
Date: 03/06/2023
Here is an email that shows what my insurance company said that ****** told them. This proves negligence. They are not being honest about what occurred.
Customer Answer
Date: 03/06/2023
Here is an email that shows what my insurance company said that ****** told them. This proves negligence. They are not being honest about what occurred.
Customer Answer
Date: 03/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

Mikyah *********************************************************************
******, ** 72364

Initial Complaint

Date:01/06/2023

Type:Service or Repair Issues

Status:

Answered

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 2022 kia ******* in November 4,2021. I started having issues with the vehicle had it towed to the dealership. Two days later had to take the vehicle back to the dealership. Its been 4 months I still have no answers in regard to my vehicle. I have been emailed about two recalls. Dealership hasnt said anything about those. I am still paying a truck note of $842 with no vehicle. I get the run around every time I called the dealership. I have been speaking to **** via text. ******* doesnt return my calls. I need help getting the vehicle replace or reimbursement for the time without the vehicle.

Business Response

Date: 01/20/2023

Thank you for bringing this complaint to my attention. ***************************** purchased her new 2022 *** ******* serial #***************** from Gossett Motor Cars on or about November 3, 2021.

On August 26, 2022, ****************** had her vehicle towed to our ********************** on ***************************. The vehicle had ****** miles showing on the odometer at the time the repair order was generated. The customer concern stated that the vehicle displayed a message of stop slowly on the instrument cluster, and when the vehicle transmission was put into drive, it would not go forward. Upon initial inspection, we determined that a diagnostic trouble code PIC2D03 had been stored. When we were road testing the vehicle, our technician detected an improper shift condition with the transmission. Our technician contacted *** technical support and opened a Tech line case to assist with further diagnosis of the customer's concern. Per the direction of the technical assistance team from ***, our technician performed a series of test procedures. After completion of the requested testing, it was determined that the condition the vehicle was experiencing could potentially be resolved under the provisions of Service Action SA205A transmission software logic update. After completion of the SA205A update, the vehicle was once again road tested, and at that time was operating as per design. The vehicle was released to ****************** on or about September 27, 2022.

****************** had her vehicle towed to our ******************************* service department on October 19, 2022. The vehicle's odometer showed ****** miles at the time the repair order was generated. The customer concern stated that the vehicle had stalled while driving. Our initial diagnosis had determined that the vehicle once again had the diagnostic trouble code PIC2D03 present. The vehicle was assigned to our Master Certified *** Technician for further diagnosis. Diagnosis was completed, and it was determined that the transmission had an internal failure and replacement of the transmission assembly would be necessary.

On December 14, 2022, our *********** Manager *********************** contacted ****************** to address a breakdown in communication. ****************** told ****************** that she had not been kept up to date with the status of her vehicle. ****************** agreed that our communication should have been much better than it had been to that point and provided ****************** with his company provided cell phone number so she would have a direct line of communication to him.

A transmission assembly was ordered. However, it was unfortunately on back-order status which added to the delays. While waiting for the back ordered transmission assembly to arrive, a new safety recall campaign was introduced by *** on December 15, 2022. This new recall directly addressed concerns with the transmission, and the resolution was to order an updated transmission assembly specific to the safety recall. The previously ordered transmission was canceled, and the safety recall updated specific transmission assembly was ordered. At this time, we are still awaiting the arrival of the transmission assembly. Once the transmission assembly arrives, our technician will work diligently to replace the unit and return the vehicle to *******************

****************** has asked for help in getting her vehicle replaced or exchanged. Gossett Motor Cars does not make the decision on whether or not this course of action would be a means to a resolution. We regret that ****************** has been very much inconvenienced by this unfortunate set of circumstances. It should be noted that there is a positive aspect to this matter, and that would be that ****************** has been provided a loaner vehicle during the time her vehicle has been in our service department. ****************** would have to present any proposal of replacement, exchange, or reimbursement to ***, the manufacturer of the vehicle.

We understand why ****************** became frustrated with our lack of communication. We did not give her the excellent service she deserves. Our goal is to earn back her trust and move forward by providing her the stellar level of service we strive to achieve with each opportunity we are presented with. We believe it is possible that the transmission will arrive soon, and we will be able to resolve the needed repair issue. We hope ****************** will accept our apology for any disappointment we may have caused. If I can be of further assistance, please do not hesitate to contact my office at ************.

Sincerely,

*********************************
Vice President
Gossett Motor Cars

Initial Complaint

Date:11/29/2022

Type:Service or Repair Issues

Status:

Resolved

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 11-08-22 I planned on purchasing a car from Hyundai gossett on Mt ***** ,they told me the Car had to be shipped there in which THEY Suggested I put money down to HOLD the car for me when it arrived,I agreed and gave **** cash,Their deal was $5000 down with my Trade in and $702 mo.I decided to call my bank to see what they could do and they agreed to finance the car for me with NO down payment and a better Note,I informed the dealership and asked them to Send buyers Order to the bank,in which they Cut me a check for $40,661 and I dropped it off at the dealership on 11-20-22,.They told me the car would be on the lot on 11-26-22.On 11-28-22 I went to pick up car and they told me the *** had changed again to 12-10-22.So I then asked for my $**** back since the Bank already paid for the car .first they told me it went toward the Car and if I wanted it back I Still owed them$5000 down,I asked how do I owe yall anything when the bank already paid for the Car,Then they told me the car was $45,000 in total and they only put $40,661 on buyers order.Now Im Confused on why they would do that,So after going back and forth about the money I asked for the Check and my $**** back cause I didnt like how they do business,The General Manager was Very Rude to me and Told me Im not getting my $**** back cause I decided Not to get theCar and he Threatened to Call the police on me if I didnt leave cause I wanted MY money,They didnt explain to me that I wouldnt get my money back,the receipt has nothing on it except $**** paid,Its THEIR FAULT I didnt get the Car Because they Decided to Write the ********* in the buyers Order and still wanted me to give them $5000 down,Why Can they Take that kind of Money from me for Something they did Wrong,Telling me I Stopped Someone else from buying a Car that wasnt on the Lot yet.Bottom line..They Took $**** from me and wont give my Money back because they were being Shady and Dishonest,Please Explain Why they Can do that

Customer Answer

Date: 12/06/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

Customer Answer

Date: 12/12/2022

Initial Complaint

Date:11/11/2022

Type:Order Issues

Status:

Answered

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.

Not honoring warranty repairs, paid fee in March if not earlier. Dealership gives giving us the run around and has lied to avoid doing the work.

Business Response

Date: 11/22/2022

**********,

Attached is our response to Complaint Case #******** - ***********************. Please advise if you have further questions.

Thank you,

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

Initial Complaint

Date:11/11/2022

Type:Service or Repair Issues

Status:

Answered

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 2021 ********** Jetta in June of 2021. I started having problems with my car immediately..I have brought my car in several times and nothing has been resolved. I made an appointment on November 18th and somehow it was moved to November 11th. I have to take off work everytime I go to have my car worked on. I was told that when I brought my car in today they would replace the sensors and my radio. I was told that the only thing they would be able to do today is fix my radio. My seat belt,air bag,check oil and check engine light come on all the time.

Business Response

Date: 11/18/2022

**********,

Attached is our response to Complaint Case #******** - ******************************. Please advise if you have further questions.

Thank you,

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

Customer Answer

Date: 11/19/2022

Complaint: 18391099

I am rejecting this response because:the issue has still not been resolved

Sincerely,

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

Business Response

Date: 11/30/2022

**********, attached is our response to the ******************** complaint. If you have additional questions please advise.

Thanks, *****

Customer Answer

Date: 11/30/2022

Complaint: 18391099

I am rejecting this response because:
The plan is to replace my module again. The first replacement made it worse
Sincerely,

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

Initial Complaint

Date:11/02/2022

Type:Delivery Issues

Status:

Resolved

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 ordered a 2022 Kia ********* S SUV on 02/02/2022 from Gossett Motor Car ******************************************************************** with 2 options a Cargo Cover for $155 and Tow Hitch w/ Harness for $475. My contact and Salesperson was ***************************. When the vehicle was ordered in February I was assured by salesperson the exterior color, interior color, cargo cover and tow hitch was ordered. The vehicle arrived months later on 09/12/2022 I went to ********** to take delivery and purchase vehicle total price $40,750.05. On 09/12/2022 after driving from ********* to ******* I was told by ******* that my vehicle did not have the Tow Hitch w/ Harness that I ordered from the factory due to a factory recall. I asked to speak with the Sales Manager for further discussion due to me having a hitch was a high priority. The manager ***************************** mentioned he had gotten the recall notice days prior about the recall and that's why I wasn't notified. I asked about getting the hitch installed after the recall for the price of $475 which is the price I would have payed for when I ordered the vehicle and the answer was NO he couldn't approve that and we also discussed the after market hitch warranties. I proceeded to call ******************** and after they looked into my vehicle order they said my vehicle options were never ordered and the hitch recall was for 2020 ************** not 2022 *********s and recall was for 4 pin hitches. The 6 and 7 pin tow hitch packages were available for order at time my order was placed per ******************** assured me of this. The Sales Manager told me if I wanted a vehicle with a hitch I needed to order a 2023 model cause they could sell the one I ordered immediately to another customer. Also, before leaving ********** my Customer Survey had been filled out internally by someone else. I knew this because I received an email about a survey I never filled out. For resolution I want the hitch w/harness installed for $475 at Kia ********** close to my home.

Business Response

Date: 11/17/2022

Please see attached.

Customer Answer

Date: 12/08/2022

Complaint: 18351494

I am rejecting this response because:

Sincerely,

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

Customer Answer

Date: 12/15/2022

Hello, I was sent a link with a code by email to respond to my complaint but it did not work therefore I'm emailing you my response below with my attachments.

In response to Gossett Kia offer 12/8/2022 I have attached a copy of a quote for the 7 prong tow hitch installation from ************ address **********************************************************. This quote includes labor and parts cost of tow hitch installation. I agree to pay the labor cost of $559 and ******** *** pay the $832.49 for parts. The complete total of installation is $1,391.49. Since it was mentioned in the prior offer *** ********* may cover some of the parts cost Gossett Kia may be reimbursed at some point. Gossett Kia can send a check to ************ at the address mentioned above or pay the parts department directly by phone number ************ the total $832.49 for parts. This quote comes at a much lower price than what was presented by Gossett Kia at $1,600.

Due to a recent illness and conflicting schedules Im unable to travel from *********,** to *******,** an approximate roundtrip total of 750 miles. I have also attached my *** ********* 2022 window sticker to show none of the 2 options I selected were not ordered, plus after speaking with *** ******** service they confirmed my options were not ordered. The 2 options ordered were a cargo cover for $155 and the tow hitch with harness for $475. The cargo cover they were able to get from their parts department. I have also attached my *** ********* 2022 vehicle build sheet that was submitted to Gossett Kia, clearly includes the two options.

I was told by Gossett manager when taking possession of vehicle it was due to a recall on the tow hitches not part shortages the reason my hitch was not installed. The manager proceeded to mention he had received the recall notice just days prior to my vehicle arriving thats why I was not informed prior to me making the trip to *******. I ordered my *** ********* on 02/02/2022 took possession 09/12/2022 and the recall was released 10/14/2022 for the 4 pin tow hitch harness for 2020 vehicles not 2022 *************. When the manager mentioned a recall it was never presented to me for my viewing. I have attached the recall ******************** supplied for my viewing. Im also attaching my buyers order.

In conclusion Im ready to move forward with the 7 Prong tow hitch installation at ************ located in *********,** location. Hopefully in lieu of what has transpired the new more than fair amounts I have presented this matter can be resolved.

Thank you,

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

Business Response

Date: 12/20/2022

December 19, 2022
**********************
Better Business Bureau
3693 *************
*******, ** 38125
Re: Complaint Case #******** - *************************

Dear ******************:
Thank you for providing additional information related to this complaint. We understand why Ms.
****** is disappointed that her vehicle was not equipped with the tow hitch and wiring harness that was
included on the build sheet which shows the optional equipment she desired and selected. We must
make it clear that those options were not available when our General Manager, *************************, actually
ordered the vehicle. In retrospect, ****************** should have contacted **************** and let her know that
he completed the order with the manufacturer but was unable to equip the vehicle with those options.
The references made to a recall related to the tow hitch and wiring harness equipment have been taken
out of context. We let **************** know that there was a recall and it was affecting the availability of
parts. Even without the recall, the issue of parts shortages has been substantial. The actual vehicle which
**************** purchased does not have a recall because the tow hitch and wiring harness were not installed
on the vehicle when it was assembled. It should be noted that there are 2022 model Telluride vehicles
which did have those parts installed when the parts were available at the time the vehicles were built. At
this time, many of those ********* vehicles do have a recall related to those parts, and, if applicable, the
recall repairs are eligible for completion.
The other part which was not included when her vehicle was actually ordered from the manufacturer
was the cargo cover. We had an available cargo cover in our parts department when the vehicle was
delivered to ****************, and we were able to provide it to her at that time. Our management team made
the decision to provide the cargo cover at no cost to ****************. If **************** would have purchased
this particular equipment from our parts department, it would have cost her $231.00 plus taxes. We truly
regret that we did not inform **************** that her vehicle was not equipped with the tow hitch and wiring
harness before she drove to ******* to take delivery of her new vehicle. We can assure **************** that
this unfortunate communication breakdown was unintentional, and we apologize for the frustration it has
caused.
We believe it is appropriate to reiterate the fact that our dealership was one of the very few Kia
dealerships that did not price gauge our customers. We feel confident to say that **************** saved a

considerable amount of money by purchasing her vehicle from our dealership. We hope she will take
that into consideration when she reflects on this unfortunate set of circumstances.
Our request for *** to contribute toward the cost of the parts has been rejected. We want to show
goodwill toward ****************, but we do not agree with her proposal. We wish we would have handled
this matter differently, but, in retrospect, we could not control the fact that the equipment was
unavailable at the time the vehicle was ordered from **** We hope that **************** will accept our offer
to resolve this matter. We are willing to refund one half of the cost of the parts she will have to pay her
local dealership to add the equipment to her vehicle. Once **************** has completed the installment of
the equipment and we can verify that the work has been completed, we will issue a refund check to her
in the amount of $416.25. We are under no legal duty to pay any of the cost for this added equipment,
but we want to make this offer as a gesture of goodwill.
**************** can contact our General Manager ************************* and let him know if she is willing to accept
our offer. We believe this is a reasonable compromise to help resolve this matter. If I can be of further
assistance, please do not hesitate to contact my office at ************.
Sincerely,
*********************************
Vice President
Gossett Motor Cars

Customer Answer

Date: 12/20/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The offer of paying $416.25 to me
after complete installation of the Tow Hitch. Who will be my contact at Gossett Kia that I will supply my receipt to after work is completed and the check mailed to my address?

Sincerely,

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

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