ComplaintsforJones Kia

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Took the car in for a warranty repair. Car was quoted and told that it will be done by a specific date. Repairs are now past due two weeks of when promised and the dealership is continuing to charge me for a rental vehicle. Rental vehicle is creating an additional financial hardship when the dealership is breaking their promise of having the car fixed and returned.

  Bureau response

  06/20/2023

  Eric ******
  Jones Kia 
  **** *** *** ** ******** ** *****
  
  
  Dear Eric ******: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 6/19/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Aleshia *****

  * ** *****

  Daytime Phone: ###-###-####
  E-mail: ***********************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Repair Issues 

   

  Customer’s Statement of the Problem:
  
  Took the car in for a warranty repair. Car was quoted and told that it will be done by a specific date. Repairs are now past due two weeks of when promised and the dealership is continuing to charge me for a rental vehicle. Rental vehicle is creating an additional financial hardship when the dealership is breaking their promise of having the car fixed and returned.
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Refund; Finish the job
   

  Bureau response

  06/20/2023

  Aleshia *****
  
  * *** *****
  
  
  Dear Aleshia *****:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 6/19/2023 against Jones Kia.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  06/27/2023

  Eric ******
  Jones Kia 

  **** *** *** ** ********* ** *****
  
  
  Dear Eric ******:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 6/19/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Aleshia *****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Aleshia *****
  
  * ** *****
  Daytime Phone: ###-###-####
  E-mail: ***********************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Repair Issues
  
  Customer’s Statement of the Problem:
  Took the car in for a warranty repair. Car was quoted and told that it will be done by a specific date. Repairs are now past due two weeks of when promised and the dealership is continuing to charge me for a rental vehicle. Rental vehicle is creating an additional financial hardship when the dealership is breaking their promise of having the car fixed and returned.

   

  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Refund; Finish the job
   

  
  Additional Comments from Consumer:
  

  Bureau response

  07/06/2023

  Eric ******
  Jones Kia 

  **** *** *** ** ********* ** *****
  
  Dear Eric ******:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 6/19/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Aleshia *****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Aleshia *****
  
  * ** *****
  Daytime Phone: ###-###-####
  E-mail: ***********************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Repair Issues
  
  Customer’s Statement of the Problem:
  Took the car in for a warranty repair. Car was quoted and told that it will be done by a specific date. Repairs are now past due two weeks of when promised and the dealership is continuing to charge me for a rental vehicle. Rental vehicle is creating an additional financial hardship when the dealership is breaking their promise of having the car fixed and returned.

   

  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Refund; Finish the job
   

  
  Additional Comments from Consumer:
  

  Bureau response

  07/11/2023

  Eric ******
  Jones Kia
  **** *** *** ** ******** ** *****
  
  RE: Final Notice of Complaint
  
  Dear Eric ******:

   

  This message is in regard to a complaint submitted to the BBB about your business on 6/19/2023 by Aleshia *****.  This complaint was assigned ID *********
  
  

  Why am I receiving a "final notice" letter?

  Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

   

  How do I take care of this?

   

  Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?

  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or

  complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

  
  

  What information will be posted to the website?

  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your

  experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

  
  

  What will happen if I do not submit a written response?

  Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

  
  

  What if I've already resolved the matter directly with the customer?

  Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

   

  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Aleshia *****
  
  * ** *****
  Daytime Phone: ###-###-####
  E-mail: ***********************
  
  
  The details of this matter are as follows:
  Complaint Involves:
  Repair Issues
  
  Customer’s Statement of the Problem:
  Took the car in for a warranty repair. Car was quoted and told that it will be done by a specific date. Repairs are now past due two weeks of when promised and the dealership is continuing to charge me for a rental vehicle. Rental vehicle is creating an additional financial hardship when the dealership is breaking their promise of having the car fixed and returned.
   
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Refund; Finish the job
  
  Additional Comments from Consumer:
  

  Bureau response

  07/18/2023

  Eric ******
  Jones Kia 

  **** *** *** ** ******** ** *****
  
  
  Dear Eric ******:
  
  This message is in regards to a complaint submitted to BBB about your business on 6/19/2023 by Aleshia *****.  This complaint was assigned ID *********  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  07/18/2023

  Aleshia *****
  
  * *** *****
  
  
  Dear Aleshia *****:
  
  This message is in regard to your complaint submitted on 6/19/2023 against Jones Kia.  Your complaint was assigned ID *********
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ever since I bought the brand new, I noticed the paint scratches really easily and comes off when I wash it at home the bucket of water has a tint color of the car every time, I go out for service I complain about the paint the before last they told me to have car clay bared so they looked at it better. Then told well we can upgrade you to a newer model with what owe on that car. Instead of painting the car I told them I couldn't do the upgrade and it's not right to make me upgrade Instead of painting the car

  Business response

  10/25/2022

  Business Response /* (1000, 12, 2022/10/06) */ CRM was out due to health issues. Service manager, Joe has addressed this issue with the customer. Consumer Response /* (3000, 14, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've done everything they asked to look at the paint from washing it just before I get there to clay bar the car and the service mng told me nothing but talk to the salesman which I did that's when they told me upgrade the car which I can't afford at this moment. Sure, anything to make the customer look bad Business Response /* (1000, 18, 2022/10/14) */ Customer Relations Manager, Eric has reached out to the customer and left messages. The Jones team is still willing to assist.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 2, 2020, I had a battery replaced in my 2005 Kia Sportage. I was told the battery was a 5-year pro-rated warranty. Today, September 6, 2022, I had to have the battery replaced again (which is well under warranty), but Jones Kia said that the technician in 2020 was mistaken and it was a 1-year warranty, and they would NOT honor the 5-year warranty I was told. I was told I had to pay $285 for a new battery and I told them about the old one and warranty and they said there was nothing they would do. They eventually lowered the price to $253 and I told them I was deeply disappointed and to cancel my upcoming 100k mile service. They kept trying to push the 100k mile service on me, but I told them absolutely NOT because of the battery issue. I told them I felt cheated and would NOT be returning they did NOT care! I had no choice but to pay because my car was there in the repair shop and without another battery being replaced, I couldn't drive it. They said the alternator was fine, just a new battery was needed. I feel cheated and a full refund should be given to me. I'm attaching the paperwork from the old battery and new battery.

  Business response

  10/06/2022

  Business Response /* (1000, 17, 2022/10/06) */ CRM Eric and Service manager Joe are addressing the issue with the customer Consumer Response /* (3000, 19, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have NOT heard anything from Eric, or Service Manager Joe, or anyone at Jones Junction, nor do I expect to hear anything from anyone. They NEVER contact you. I left multiple messages for Jones personnel before filing this complaint and all went UNANSWERED! Business Response /* (4000, 21, 2022/10/14) */ The Jones team has made multiple attempts to contact the customer to no avail. We are still attempting to make contact using the provided information. We are willing to assist. Consumer Response /* (4200, 24, 2022/10/18) */ Today, Friday, October 14, 2022, I finally heard from manager, Eric ******, who said he tried multiple times to contact me. I informed him that there was never any calls or emails until today. He said there was nothing they could do to refund or reimburse me. I told him I would be filing a small claim in District Court in Bel Air, which I did this afternoon. Please update the file to read that they did not offer anything, which I did not accept, and I had no choice but to file a small claim in District Court. Very disappointed in the lack of response, it took 6 weeks for any contact and then no offer of compensation. Consumer Response /* (2000, 33, 2022/11/01) */ Refund received on 11/1/22 by Mr. Larry ******. Emailed him to inform him refund received and appreciated!

• Initial Complaint

  03/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 10, 2021 Jones Junction Kia let someone purchase a vehicle in my name. I was never in the state of Maryland when the car was purchased. Jones Junction Kia put my name as the primary buyer on the loan, making me financially responsible for the vehicle. But, they did not list me on the title nor the registration. Basically making me financially responsible, but no physical ownership of the vehicle. Also, they let a person rent a car on two different occasions underneath my name. They also changed my address to Maryland address on a document. My signature was forged in their office. Jones Junction Kia did this, but expect me to contact the other person. No. They caused this improper transaction. They need to resolve this matter.

  Business response

  06/10/2022

  Business Response /* (1000, 15, 2022/04/12) */ CRM Eric is assisting this customer in attempt to find a solution. Consumer Response /* (3000, 17, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an ongoing issue. Forgery was committed at this dealership. Now, my credit is reporting as negative. But, the dealership said I have no rights to the vehicle, but they made me financially responsible. Consumer Response /* (3000, 20, 2022/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an ongoing issue. Forgery was committed at this dealership. Now, my credit is reporting as negative. But, the dealership said I have no rights to the vehicle, but they made me financially responsible. Business Response /* (4000, 24, 2022/05/10) */ This matter is still a work-in-progress. We are still attempting to assist the customer. Due to potential litigation, we can make no further comments at this time.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spent three days without sleep looking for this car. Callled email and texted over 50 dealerships. My dad was purchasing the car for me as a gift. We already had our finances in place. Jones Kia's first point of contact was in a text message. I was informed they had a 2022 kia K5 Awd with Awd package. I was very firm from the inquiry. I'm looking for a 2022 Kia K5 AWD Turbo AWD package black/black. I do not need to finance, I just need the car. Athina was in communication with me via text on business and her personal phone. After we established they had the car she asked me when I could come in place the car on hold. I stressed to Athina I needed a car asap. I informed her again text and verbally over the phone I did not need finance, no tags just paper tags. I just needed them to do paperwork. She told me they were going to have paperwork ready for me. Could I sign the electronic or come in before the car comes to sign. Ask for both our driver licenses in a text message. I informed her it is snowing where I was and they couldn't take deposits over the phone. Her supervisor approved the transaction. The conversation through text and phone calls start to get weird. I called my sister. I was asked for insurance information. They were typing up a purchase agreement (which I did not know what that was) she was asking who was the finance company, can they talk to my dad about finance? I was totally confused why all this was being asked if I'm just holding the car with 1k deposit until it arrived Jan 13/14. I was called on Wednesday Jan 5th 2022 in the morning by Mr. W. who said my car had arrived early. He told me it will go through a 360 check and will be available on Jan 6th @9am? When I left my appointment I called Mr. W. and came back to ask if I could come get it the same day. He said you can but I prefer for you to wait tomorrow at 9am so we can thoroughly check the vehicle. I said ok, I can't have anything wrong with the vehicle I need to get

  Business response

  01/25/2022

  Business Response /* (1000, 10, 2022/01/25) */ We spoke to the customer and apologized for the confusion. We have agreed to compensate her for two oil changes at the dealer of her choice. Consumer Response /* (3000, 18, 2022/02/20) */ ***Document Attached*** Title they refused to correct I had spend extra $100.00 at mva to get it corrected. Consumer Response /* (4200, 19, 2022/02/20) */ I firmly informed him did not agree with the oil changes nor what he proposed to me. He also said he would call me back but never did. At that point I did not care who called back from all the trouble the dealership caused. When I have lifetime oil changes. He was also informed I WILL NEVER TAKE MY CAR BACK TO THAT RACIST, RUDE, DISRESPECTFUL, UNTRUSTWORTHY, UNPROFESSIONAL AND INCOMPETENT DEALERSHIP. NFCU had to get my tags and title straight with the mva. I had to get a certified letter from NFCU to give to the MVA. The dealership called my insurance company. Now I have two 2022 K5 on my insurance. Also my insurance was dated for Jan 1st when the car was purchased on the 6 of Jan. I had to drive to glen burnie md 30-35 miles from my home to get my tags title corrected and paid an extra $100. The dealership sent me hard tags. There was no registration. I got a copy and new stickers from mva. I will never take my car to that dealership. I had to email NFCU to process my paperwork so I can start making payments. The dealership lied to NFCU the day the car was purchased. Now I'm dealing with the underwriting department for State Farm to remove the extra 2022 K5. How can this K5 don't have insurance on the car if the dealership lets me leave the lot for 4weeks without an endorsement check. Dealership sent the check back to NFCU twice knowing the check was not endorsed. Nfcu had called mva to make sure my paper tags were registered.

*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. ↩