ComplaintsforLanders Kia

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I took my working 2015 Kia Optima (black in color) to Landers Kia on Tuesday 5/28/24 for a scheduled appointment at 11:00am for a recall. I waited patiently for the maintenance to be performed and was advised several hours (3.5 hours) that the service advisor was NOT sure why my windows wouldn’t go up. My windows were up at the time of receipt. Also, they said they couldn’t understand why my car would NOT go into gear: Park, Reverse, Neutral, Drive. They offered no solution, just stated they are not sure. I had to call my neighbor to pick me up from Maumelle and provide gas money. Today is Friday, May 31, 2024 and my car is still in Landers possession with no resolution. I’m no longer mobile as this is my only means of transportation; I’m a black female, 71 years of age, with limited income, and not good with technology. I feel like I have been discriminated against. I asked for a loaner car until they can fix/restore my vehicle that they broke! I was told since I didn’t have full coverage on my auto insurance that I couldn’t be considered for a loaner car. I’ve called everyday asking for a plan of action and no one has any answers. This is a complete nightmare as I need to go to the grocery store and doctor’s appointments; I’m extremely stressed and already have high blood pressure so this situation is attributing to my hypertension. I haven’t rested well since Tuesday. I’m not sure if I need to continue to be patient or pursue legal actions. I asked my neighbor to take me back to the dealership the following day and gave me a phone number and Landers said they will call me whenever they figure out what is wrong with the car, with no sense of urgency but as if I’m bothersome. Please assist as I am NOT getting any answers and no one seems to be concerned. Concerned Resident, ******** ******

  Business response

  06/13/2024

  Dear BBB,
  

  The customer came in on 5/28/24 for 2 recalls: One was a software update for the PCM (Power Control Module) and another was for an inspection and fuse replacement for the HECU (Hydraulic Electronic control Unit). Once completed, customer expressed concerns about the windows. Our technicians explained that the software update for the recall was for the PCM, and the windows were on the network for the BCM (Body Control Module). These are two separate and unrelated modules. After explaining this to the customer, we suggested that we open a case with kia tech line to see if there was anything that could have been done during the recall to cause these issues as a result. During, that process we tried to assist with a rental vehicle, but the customer did not have full coverage insurance so per our company policy we were unable to provide a rental. As a result, we offered to give the customer a ride home, which was declined.
  
  Tech line responded stating that the update should not have caused any issues relating to the other module. Based on that feedback our service department advised that we would need additional time to look into the issues with the vehicle. The customer elected to take the vehicle and asked us to at least get windows rolled up, which our technicians were able to do, at no cost to the customer. Finally, the customer arrived with the vehicle already needing to be shifted by using the shift lock release. This issue is also related to the BCM, rather than the ECM which is what the update pertained to. When the customer took the vehicle, it was operable by using the shift look release and windows had been rolled up.
  

  Please reach out to us if you have any further questions.
  

  ****** *****
  Luther Landers Automotive Group
  Compliance Team

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a 2023 Kia Soul that is covered under bumper to bumper warranty. I have dropped the vehicle off twice, both times for over 3 days, and been without a ride. The alternator is bad. I have had 2 mechanics and ******** tell me that the alternator, I have personally tested the alternator, it's bad. They absolutely refuse to replace the alternator or give me a loaner while they figure out what's wrong with it. I don't understand why they're refusing to replace the alternator when it is so clearly the issue. I'm to the point now where I'm gonna have to purchase the pricey part and replace it myself. Totally unacceptable customer service. What's the point of offering a basic warranty if your just going to refuse to fix the vehicle. They called me and said they were going to fix it and replaced my idler pulley instead. I'm confused and irate.

  Business response

  05/09/2024

  Dear BBB,

  The dealership's technicians pulled the vehicle in and scanned for DTCs (error codes) and also tested the charging system with Kia special service tools, which indicated at the time that battery and charging system were operating as designed. There were history DTCs stored for 'charging system low voltage', but unfortunately at the time of testing this DTC was not stored as active and the charging system was producing proper voltage. Per Kia guidelines, when replacing a faulty component, we have to present facts and documentation proving that a component is faulty. Only if these guidelines are met will KIA replace the faulty component at no cost to the consumer. We are more than happy to make sure the vehicle is running as designed but we have to have the component in question show fault before we can successfully build a case with KIA for a replacement.

  Thank you for your understanding.

  Respectfully,

  ****** *****

  Luther Landers Automotive Group

  Compliance Team

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am writing to file a formal complaint against Landers Kia regarding the extended and unresolved issues with the service of my vehicle, 2016 Kia Sorento VIN # *****************, which has been in their possession for almost a month. In early November 2023 , I had my vehicle towed to Landers Kia for repairs outlined in the initial service request. I expected the dealership to address and resolve these problems within a reasonable timeframe, considering the nature of the reported issues. However, it has now been more than a month since I initially brought in my vehicle, and the repairs are still incomplete. Despite numerous attempts to communicate with the service department and seek updates on the status of my vehicle, I have been met with delays, vague responses, and a lack of transparency regarding the progress of the repairs. This extended delay in resolving the issues with my vehicle has caused me significant inconvenience, and I am disappointed with the level of service provided by Landers Kia. I believe that a month-long period without resolution is unreasonable and reflects poorly on the dealership's commitment to customer satisfaction. I kindly request the Better Business Bureau to investigate this matter and assist in resolving the issues promptly. I am seeking the following resolutions: Expedited completion of the outstanding repairs on my vehicle. Compensation for the inconvenience and expenses incurred during this extended period. Improvement in the communication and transparency of the repair process for future customers. I appreciate your prompt attention to this matter and look forward to a swift resolution. Please do not hesitate to contact me if you require any additional information.

  Business response

  12/28/2023

  Dear BBB,

  We have had the customer's vehicle since 11/8/2023. The vehicle came to the dealership with multiple concerns. Unfortunately we had to take them one at time as is customary in these cases. Each time the service department repaired the obvious problem another one would arise. Each time we had to call the customer's extended warranty company for authorization and then wait on parts to be shipped. The customer has been in a dealership provide rental vehicle throughout this time. As of today, December 28, 2023, all repairs have been completed and the warranty company's payment was received this morning. We have called to inform the customer but have so far only reached the voicemail. Given that we accommodate the customer throughout the process and the repairs have been completed at this point, we feel that this case can be closed.

  Respectfully,

  ****** *****

• Initial Complaint

  10/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  05/18/2023 I bought a car from Steve Landers Kia, was shown a car fax that stated the car had never been in an accident. Oct. 09, 2023 I was going to trade the car and Orr auto mall Russellville told me the car had been wrecked, they sent me a copy of experian autocheck. I contacted the attorney general, they received a letter from Landers stating they didn't feel they were in the wrong. I am not sure if you can help me, I would have never knowingly bought a wrecked car. I hope for your consideration in helping. Thank you ******* **** Sent from ****** ******* **** (***********7@gmail.com)

  Business response

  12/06/2023

  Dear BBB,

  We received an internet lead from Mr. **** on May 18th, 2023. He indicated from the beginning that he was interested in the Fiat Spider. He saw the car in an online advertisement and a free Carfax history was available to the consumer free of charge on our website where the vehicle was listed.
  Mr. **** also signed a Carfax Disclosure Agreement stating he reviewed the Carfax history report and understands that it is provided by a third party and the dealership carries no liability in its accuracy.
  Furthermore, our General Manager, **** *******, tried to assist the customer with repairs at the local Fiat dealership including providing him a new copy of the warranty he purchased on the car. We have also offered to trade him out of the car but could not come to an agreement. Our staff feels we have done no wrong in this case and offered additional assistance along the way. As a result, we hope to see this case closed.

  Respectfully,

  ****** *****

  Compliance Team

  Customer response

  12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The car fax made available showed no accidents, they have not tried to trade me out of the vehicle, I ask about a vehicle they had and they gave me a p**** I couldn’t afford. If you can’t help then mine next move will be a lawsuit.  
  thank you for trying to help. Sorry you couldn’t!
  Sincerely,
  
  ****** ******* ****

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Basically I went to Kia 7 times about my vehicle. It was two recalls on my vehicle. They fixed it the stability, wheel, traction control, EMT kit, and oil change. 1st time I attempted to pic up vehicle I received car with check engine light was off. I went to gas station on the corner of Kia and went back to shop to ask a question. Tech answer question, but when he got out of my vehicle chk engine light was on. They kept car. Kia call me again two weeks later to pick up car. 2nd time I went there to pick up vehicle chk engine light was off. I drove it about 1 mile it came back on. I took it back to Kia. Once again they put it on the computer. I accidentally left my phone in the car and I have a witness that over heard them say we’re just gonna turn the engine light off. When Kia tried to give me my car back I let them knew that I overheard their conversation. 3rd Time i went back to Kia was to talk to the service manager. Mr ****** was rude, disrespectful and prejudice. He basically told me that I DIDNT know what I was talking about because I am a female. I have a witness who heard him saying this. He and other tech at Kia told me that when they run the emt kit it can cause the timing chain to skip. I open up a case with customer support ask for my money back Because not once was I offered a loaner or a ride home. 4-7 times I went to Kia was to talk to manager of the store and to attempt to get Kia to fix my car. Kia has charged me over 1600 for extra diagnostic tests that they already knew. Kia has a recall on the engine for my vehicle. They want me to pay 4000 dollars to fix what they messed up.

  Business response

  11/02/2023

  Dear BBB,

  After reviewing the details of this complaint and consulting with our KIA dealership's General Manager, **** *******, I can report that Mrs. ********* has a 2012 Kia Sorrento with 172,624 miles. She is the 7th owner of this vehicle and has had it at our dealership for service three times . We informed her the first time that the engine had sludge buildup and we recommended and engine performance restoration kit. This is to help de-sludge the top end of the motor. We advised her that this is not a guaranteed fix but a good place to start. The second time she came in, we changed her oil and filter for free in an effort to assist her and go above and beyond. We have had to tell Mrs. ********* that we can do the recalls but can't guarantee any other existing or newly arising problems based on the age and condition of the vehicle. Mrs. ********* was under the impression that the recalls would fix all of the vehicle's problems, but unfortunately this is not the case. Any existing issues with the vehicle are not a result of our wrongdoing in any way. We have tried to be fair and reasonable with Mrs. *********, however, it is the dealership's honest and professional opinion that she might be investing money in a vehicle she should probably be getting out of if possible. Our dealership staff and our GM, **** *******, feel that they provided as much assistance as they can at this point. As a result, we feel that this case should get closed.

  Respectfully,

  ****** *****

  Luther Landers Compliance Team

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Kia Soul to Landers on May 15th. As of today they still have my car and refuse to give me a loaner car through the dealer. I have had to pay out of pocket for rentals until I couldn’t pay anymore. I started a new job and am in early recovery and this has been a tremendous hardship. The dealer keeps pushing back the time my car will be my car again.

  Business response

  07/13/2023

  Dear BBB,

  After reaching out to our Service Director, Gunnar ******, I can report that they are waiting on a cylinder head to be able to complete the repair. The service department is hopeful to get this completed by Monday or Tuesday of next week, maybe sooner. Meanwhile, the consumer is currently in a loaner vehicle provided by the dealership.

  Respectfully,

  Oliver

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Loved Landers Kia when they were on university BUT the colonel Glenn location’s customer service is HORRIBLE! Specifically the SERVICE department. There has been a problem with my engine and oil consumption. I bought this car in 2015, the only BUYER with 13 miles on the car. It’s a 2015 KIA OPTIMA. I have kept up with maintenance of my car, meaning all recalls, oil changes, everything has been done. Landers KIA is the only dealership that has serviced my car. I have continuously gotten the run around when I started noticing my oil needing to be replaced often then should and with my engine making noises. Each time they have assured that they were on it and here I am months later with NO car and NO explanation. The dealership has had my car for three and a half weeks and I have had to reach out several times to them with no answer and then when someone does answer it’s a lady and she has the worst attitude and WILL hang up. I’ve contacted *** ****** and they have had me on the phone with them while they contact the service department and they DONT answer the phone nor have they called them back. I called two Fridays ago and the service advisor I have been dealing with CANNOT give me an answer on anything which leads me to believe NOTHING is being done to my car. They DONT offer loaner nor rental cars and for a place to have my car for two weeks with no answer is RIDICULOUS. This has cost me a lot and it’s very hard to get around. I have an extended warranty on my car and have been shown that I am eligible for the repairs (to be free at cost) that need to be done so what’s the issue? I’ve recently went by the dealership to speak with the service manger and he could NOT give an explanation to what’s going on. He stated he was 4 days new. He offered to talk with the tech that worked with my car and and would reach back out to me, it’s been a WEEK with no returned call and Ive called back and he has not answered or return any of those calls. Why are there no answers???

  Business response

  07/07/2022

  Dear ***,

  Our dealership service manager, **** ******, had talked with the customer after the complaint was already filed. *** ***** agreed to work with us and is going to trade out of this vehicle. We will try to work with her and her needs to find a good replacement. Please let us know if you have any further questions.

  Respectfully,

  ****** *****

*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. ↩