ComplaintsforRountree Moore Kia

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business sold me a faulty vehicle. I have been having problems since day one which I have brought all of these problems to the business with no resolution. I have been simply asking to be traded into a different vehicle since the majority of the time I have owned the vehicle it has been in and out of service. I need some assistance with getting out of the faulty vehicle into something reliable or taking back the vehicle and removing the full thing from my credit report. I have talked to all sales managers, the car had been fixed once but all issues still exist. I have sent certified letters to the Morgan auto group to the owners of Rountree Moore Kia ************ and have not had a response.

  

  Business response

  06/17/2024

  Good afternoon,
  I hope this message finds you well. I would like to provide some context regarding ********************* recent experience with the used vehicle purchased as-is from Rountree Moore Kia.
  Shortly after the purchase, the vehicle developed an issue with the purge valve. As this is a common issue that can occur unexpectedly, we promptly addressed and fixed the problem at no cost to *****************. We have an email trail dated March 7, 2024, documenting the repair of the purge valve.
  Additionally, at ********************* request, we explored the possibility of trading her out of the vehicle, however we were unable to do so. Despite this, we ensured that the purge valve issue was resolved and the vehicle was running as it should. The vehicle was recently presented with alleged issues, however upon a test drive and inspection, we were unable to duplicate the alleged issue.
  At the time of the vehicle's delivery, ***************** was offered an extended warranty, which she chose to decline. Consequently, the dealership took responsibility for the purge valve repair, and we honored this commitment.
  As we are now 79 days (approximately two and a half months) post-purchase, we have provided service to the customer at no cost, however not obligated to continue such services at no cost.

  Customer response

  06/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21856089

  I am rejecting this response because: The vehicle was sold to me already with problems. I was assured at the time of purchase that those problems were fixed and all lights on the dash of the vehicle were turned off. The day after the purchase the lights were back on and I took this matter to the dealership. I was advised there was no way for them to know if it was fixed as the tech that worked on the vehicle was off that day. I was instructed to come back the next Monday which I did. They kept the vehicle to fix the issue and again it was returned to me unresolved. The first entire month or more that I owned the vehicle it was in service and I was stuck paying for a vehicle that I did not have possession of, the vehicle was eventually fixed by service and returned to me. Since then I have been back on multiple occasions for issues concerning this vehicle. The latest issue is the air conditioner stopped working and the engine is overheating with no clue as to where the Antifreeze/Coolant is going. I am having more problems with a vehicle that I just took ownership of less than 3 months ago than I ever have with any vehicle I have purchased. The vehicle that was sold to me is an unsafe vehicle. I asked the next day after purchase for a trade out since the vehicle is foreign and already having issues and I was denied. My only ask was to have a safe and reliable vehicle but since purchasing this car I have yet to get a resolution from this company. 

  Regards,

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

  

  Business response

  07/03/2024

  We have reached out to the customer to have her bring in the vehicle so we can diagnose what is going on. No response back

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2021 Kia ** from this business September 18, 2023. While at the dealership they took my car back to have it detailed and when it came back to me there was a big piece of the front bumper paint that had been chipped off. I told my salesperson immediately that my car did not look like that when it went to the detailer. The detail company agreed to pay for the damage. Now January **** the car is at their body shop to have the front bumper painted. They cal to say that I owe them $800 because when they took the bumper off their was damage underneath indicating the car has been in an accident prior and that the bumper had just been placed of the damage to cover it. I was sold this car under the impression it had never been in an accident and the car fax report stated no accidents. I contacted the lead sales manager at this business who pretty much told me its not his problem. So its not his problem he sold me a car that was already damaged and in an accident without my knowledge? They claim to sell certified pre owned cars which means a car that has not been in an accident prior and fully inspected. Why was my car not inspected throughly and how is this my responsibility when they sold me a damaged car? I asked If this is how they treat their customers and I was answered with yes. So now the body shop will not let me drive away because they feel it is unsafe to drive the car in this condition. Yet it was safe for them to sell me the car in that condition and for me to drive the car for 5 months with my daughter in the car unknowingly in this condition? There is no way this can be legal.

  Customer response

  01/23/2024

  The business has contacted me and agreed to resolve the issue I am having. How do I remove my complaint?

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business ran hard inquiries on my credit multiple times within 30 minutes in order to try to get my interest rate higher.

  

  Business response

  10/04/2023

  We as a dealership have reached out to customer and were willing to help with dispute letters to help remove any hard inquiries based off of ******************* trying to purchase a vehicle. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ******* *** informed the dealership when my loan was paid in full so that they can issue me a partial refund of the *** ********** The dealer didn't contact me. I contacted the dealership this week and spoke with ****** who told me that since I live so far away that he could overnight me the documents that needed my signature and I could send them back the same way. Today I call because it has been 3 days and no documents. I was told today that they could not overnight and I have to physically come to dealership to sign the documents. I believe they are giving me the run around so they can run out the clock on the refund. Worst business I have ever dealt with.

  

  Business response

  07/24/2023

  Emailed customer the documents for cancelation and she signed them and mailed them back.  I have verified that we received them and we have sent them in for processing.

  Thank you

  **** ******

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

  Customer response

  07/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

  

  Business response

  07/26/2023

  Morning,

  Once any customer pays off their loan it is the customers responsibility to cancel their products.  We have no way of knowing that this has been completed nor it was possibly just refinanced with a different bank.  Like I informed you over the phone we have received your request for cancellation and have sent the cancellation in for your refund.  thank you for your time and if you have any questions or concerns, please give me a call directly at ************.   I will answer and be happy to answer any questions you may have.

  thank you

  **** ******

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a used vehicle that the catalytic converter had previously been stolen off of before I purchased it and as a result of that it had an after market catalytic converter, the 02 sensor was duct taped, and there were holes in the muffler from a bad weld job and Rountree Moore Kia didn't tell me about any of those issues before selling it to me. This vehicle passed their "inspection" where they missed all of these things and they sold it to me like this. Kia has fixed the 02 sensor and the holes in the muffler but I am still left with an after market catalytic converter that's not functioning properly and have to pay ****** for the catalytic converter that originally came with my car. Beware!!! This is from the Mitsubishi dealership in jacksonville- Yes, that is an aftermarket, weld in cat converter. It looks slightly smaller than the ones we install, but not ridiculously so. I mention that because, if the at is mis-sized (too small / large) it can throw codes. In the long run it's not something you want o let go, but it's also not something that will typically cause issues in the immediate future. Now, all of that said based upon our conversation, and just these pic's. I would recommend contacting the dealer that installed it to see if you had, or have any warranty on it.

  

  Business response

  03/28/2023

  Afternoon,

  This vehicle was purchased as-is, please see attached documentation.  In order for a vehicle to pass a safety inspection in the state of Florida it has to have a catalytic converter (oem or aftermarket).  In this case the vehicle we sold on 10/19/2022 does have a catalytic converter.  The other issues stated have already been addressed and the customer is aware of these repairs.  Unfortunately, at this time we wont be able to address any additional concerns.  We would be willing to discuss the option of trading the customer out of the vehicle and into another vehicle if that is off interest (barring any financing hurdles).

   

  Thank you.

  Customer response

  03/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 19602966

  I am rejecting this response because: if this was an acceptable aftermarket catalytic converter as you stated, my check engine light wouldn't be coming on and I wouldn't be having to replace it with a different catalytic converter. Fault was already admitted on your company's end when you fixed the duct taped O2 sensor and the holes in the muffler resulting from the catalytic converter being stolen before it was sold to me. I'm not understanding how you're not at fault for the catalytic converter that isn't properly working on my vehicle and was slipped under my nose. My vehicle had a stolen catalytic converter before I bought it and your company did everything in their power to hide it from me either that or the people who inspect your vehicles need to do a better job, like I said either way your company is at fault. The manager in the service department words himself very carefully I noticed, he's slick.

  Regards,

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

  

  Business response

  07/18/2023

  All of the concerns stated were addressed with customer except for the catalytic converter as an aftermarket one is acceptable.  This is stated in previous response also.

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