ComplaintsforHW Kia of West County

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle received warranty repair and replacement from the certified *** dealer and is still under warranty but the replacement and repair caused damage to my vehicle. Dealer is unresponsive and not cooperating with local *** dealer repair center to open the warranty case to get my vehicle repaired.

  Business response

  09/11/2024

  ******** has no record of any R.O. or correspondence since February 2023. The customer needs to work with their local *** dealer for any warranty related issues; moreover, contact *** Consumer Affairs for any complaints. HW *** is unaware of any current issues and is not involved on this matter.  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2023 my 2021 Kia ** engine blew and back up camera started glitching. I took it to HW Kia of West County to be repaired and ***************************** was my CSR. A couple months go by and he told me it was fixed and ready to be picked up so I drove out there to get it and when I got it home the camera was still glitching. This happened 2 other times before they finally replaced my head unit in September 2023 which fixed the camera. Throughout those 7 months ****** was very rude on every phone call, tried to refuse rental cars, and even hung up on me multiple times. My car was still not fixed though. The Kia ******* app no longer was *******ed to my car since they replaced the head unit. *************************** became my CSR and assisted me getting the app to work. It was march 2024 that I was notified my car was ready. When it was returned to me the dash panels were all scratched up and parts were not installed back in. They took it back to fix the issues and in May 2024 they returned the car with parts still missing. I scheduled a meeting with the general manager, *********************, to talk about compensation for my time, frustration, and now also damage on my vehicle. **** knew nothing about my situation or that they had my car for **************************************************** compensation and wanted to meet with the owner, ******. After a few days of them missing scheduled phone call meetings I was told by ***** and **** that ****** believes he does not owe me anything. HW has gone weeks with no responses back to me. Has damaged my car. And now will not offer any good will compensation for their actions.

  Business response

  07/19/2024

  HW *** has nothing to offer the customer; moreover, this matter is considered resolved and closed on our end. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our ********************* the shop for issues with the car stalling by itself. I had it in the shop 3 weeks perier and the advisor know of this. I took it back 3 weeks after and they said that found this and that wrong with it. They chqrged me ****** to look at it again when theee issues should of been found the firet time it was here. I would like my money back since it should of been found in the first place.

  Business response

  07/19/2024

  ****** has nothing to offer to the customer and considers this matter closed. 

  Customer response

  07/27/2024

  Complaint: 21599474
  
  I have reviewed the business' response and am rejecting it because:

  I fell that they owe me a refund since I had the car in the shop 2 twice within two weeks and they charged me for another diagnostic test when they should of found all the issues the first time it was there. They should not of charged me a sexond time. 
  
  
  
  Sincerely,
  
  **** A ***********

  Business response

  07/31/2024

  HW *** had two different Repair Orders for two different diagnostics at two different times. Both Repair Orders are separate transactions resulting in two charges. ** *** has nothing to offer the customer at this time and considers this matter closed. 

  Customer response

  07/31/2024

  Complaint: 21599474
  
  I have reviewed the business' response and am rejecting it because:
  I feel the problem should of been found the first time it was in the shop. I believe they owe me a refund for one of the diagnostic and it was in twice yes for same issue.
  
  
  Sincerely,
  
  **** A ***********

  Customer response

  09/11/2024

  09/11/2024 AB:  Called consumer and the line was busy, also sent a email to consumer through email. 

  09/25/2023 AB: Called consumer the line was busy unable to leave a vm. 

  10/01/2024 AB: Called consumer line busy unable to leave a vm, I have not received anything back from the email I sent to the consumer on 09/11/2024.

  10/09/2024 AB: Called consumer line busy unable to leave a vm, nor have I received anything back from the consumer from the email that was sent on 09/11/2024.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went in to the dealership because I was interested in a car there. There was only one key fob. Also, there was a tire light on the dashboard and they said they would get that fixed, probably air pressure. I asked them to go through ******* *** but they went through every company other than ******* *** for financing. They said they could buy down the rate. We do this and then he said the computer is down and he could not send me a copy of the contract. ******* *** sent me the contract and he wrote up something totally different than what he told us. I called them many times, they never answer the phone, never returned my calls. Thirty days later I went to pick up the contract, The finance manager tells me after I sign the contract that he can't find the key. He said I have insurance warranty for keys. I called back 30 days and they told me to tell them I lost the key. I told him I'm not going to lie. This is a disgusting place to do business with. They reimbursed me finally for the insurance. I want the key FOB and to repair the tire light.

  Business response

  11/03/2023

  The vehicle is pre-owned and only has one key; customer can call Service to schedule a time to repair the tire light at no cost to the customer. 

  Customer response

  11/03/2023

  ********** ******** * ** ********* **** ******** ********
  
  I was told the car had two keys.  I don’t trust the dealership to do any repairs.
  
  Sincerely,
  
  ******* ********

  Business response

  11/08/2023

  HW Kia is willing to perform any necessary repairs to fix the tire light. The consumer purchased a used Toyota with one key. The Salesman who sold the vehicle is no longer employed at HW Kia. 

  Customer response

  11/08/2023

  ********** ********
  
  I am rejecting this response because:
  
  I will not allow the dealership to do any repair when it should have been repaired before offered for sale.  The dealership reputation, from personal experience, makes me disappointed that I ever bought a car from such a non trustworthy place of business. I was told by finance manager that I could get a new key fob in thirty days.  He didn’t tell me that I would have to lie and say that I received two with the car but lost one.  200 for the key and 200 to get tpms repaired is a fair trade.  I am highly disappointed in hwkia lack of integrity and fairness in dealing with its customers. I will not settle for anything less.
  
  ********** ******* ********

• Initial Complaint

  06/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ******************* Dec 2022. When I purchased the car there was a recall I was asked to sign, that stated their was some transmission related issue. I took the car to **** and had the recall done. A Month or so later the car was shaking at a light, so I placed the car in park. Then back to drive, when I hit the gas the car went backwards. Just like the recall stated it might do. When I took the car back to ****** on ********** in ********, they told me they could not help, go to the **** Dealership.So I asked could I trade this car in it was scary to drive acting like that. I heard on the Big D show on ***** that after 6 months of payments I could trade it in, and I have not missed a payment. After I had mu uncle call for two weeks they sent him a smaller car, that *** work, but never gave any details, the price or how much for my car of even a picture of the car just the inside picture .]I just want to trade this car back, I am afraid to drive it. I feel they sold me a car that had transmission issue. All I want is to trade it back as advertised, for a car of equal value and the same standard of a car.When you call the dealership they give you the run around, transferring you to *********************, who was very mean and rude to me, or ****** the salesman who has no answers. ***** one of the managers is not help either. MY uncle called Big D and left a message with no return call. I just want to be treated fairly,Don't take advantage of a 22 yr old Female, they is trying to make it in college, and need my car.

  Business response

  07/10/2023

  ****** sold the vehicle as-is. Any recalls would need done an OEM dealership. ****** did get a new approval to trade in her vehicle and customer did not move forward with the purchase. At this time ****** has nothing to offer the customer besides assisting through the process to trade in her vehicle. 

  Customer response

  07/11/2023

  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,
  
  *****************

• Initial Complaint

  04/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I put down $2,000 on a van that I cannot get insurance for and they refuse to give me my money they found out the same time I found out that I couldn't get insurance I never got the test drive the vehicle it's been 4 days and they still won't give me my money I can't get insurance so how can I get the vehicle

  Business response

  04/26/2023

  Customer was refunded their money. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to this dealership for an oil change. While they were performing the oil change, they took it for a drive. They were hit. They promised me a rental car and now they are not responding to me. They also took my tires. The tires in the back are higher than the front. It wasn't like that when I took it to them. I was there for FIVE hours. I still have noises coming from my car.

  Business response

  04/26/2023

  This customers vehicle was in for service on April 11th. The Technician working on the vehicle was on a test drive inspecting the vehicle for vibration. The Technician was rear-ended while turning in a yield lane. The accident was minor as the vehicle that rear-ended was creeping forward from a stop. The third parties insurance has since provided a claim number and is reviewing the estimate. The oil-change service was rendered; therefore, there would be no reimbursement. The customers tires are the tires that she came in with. A rental vehicle will be provided to the customer as a one-time goodwill once the insurance company has authorized repairs and the customer returns to have the repairs performed. HW Kia will contact the customer once there is a date for repairs. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They did a hard check on my credit didn't tell me nothing and I want it removed

  Business response

  04/05/2023

  The customer can contact ********** and ******* to have an inquiry removed. 

• Initial Complaint

  04/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went to them and put a down payment on a vechile on febuary 11 2023. They sold me a vechile with out an inspection and with out a buyer's guide. We did not know this information that they can't sell a vechile with out this information. We drove the car off the lot in the 11th of February and the check engine light came in they where closed. We came back up in February 13th 2023 and the guy in shop told us he will look at it said it would take a few hours too fix. Told me that he did not know when he would be able to fix it but he would put our name on a list and would call. On the on the 16th of February I spoke to the new sale car manager **** he stated to me he is sorry we went through this and we will fix this issue. I was going to come in on the 18th but popped up on them and we have had a loaner car since February 17th 2023 they have only called us two times since they have had our vechile they have told us they have to fix the motor mount now and we went to pick the car up but there where more issues with it before we took it back we said this vechile still is not fixed. In the mean time we have to get plates for a vechile we haven't even drove and they screen calls and talk to u disrespect they won't allow you to talk to the owner of the company. They still have not called and explained why they sold us a car not passing inspection. Also dmv said there has not been anything registered with this vechile in two years besides the inspections hey just did march 21st. They also will tell people to fill out a thing in the bbb so they can get a a + rating. This place is a joke and they treat u like crap after they get paid by the bank. They told us they already got paid so. This business is very unprofessional especially ***** he cussed and said he is the owner of the compqny

  Business response

  04/05/2023

  February 16th I offered to refund the customer and back out of the deal. The customer stated he did not want to back out of the deal and he wanted the vehicle fixed. As of today, April 5th, *** is replacing the motor with a brand new engine. Customer is in a loaner vehicle. 

  Business response

  04/07/2023

  As previously stated *** is replacing the motor and we offered to back out of the deal. At this point the customer is in a loaner vehicle and we are not refunding anything toward the customer as they stated they want to keep the vehicle. 

  Customer response

  04/14/2023

  I disagree with this complaint as being satisfied. My reasoning is because ** *** **** ****** sold me a vehicle that couldn't pass inspection and that is very illegal. Also the first time I received my vehicle back from them the belt was not secure and it made the vehicle have a loud noise when it started. They kept the vehicle for several days, then had informed me that they just spent over $4,000 on things that was wrong with the vehicle. They also said that they test drove the vehicle a lot of miles to make sure it ran good and when I get my vehicle back that it's going to run like new. I get the vehicle back on a Monday night around 7pm and Tuesday around noon the Engine goes out. I asked time after time what's wrong with the vehicle and I never get a solid answer. So at this point I feel that ** *** **** ****** hasn't been thoroughly honest with me which isn't business. At this time I would like for my down payment returned and to cancel this deal. I was told by **** that within 7 days I could get my money back. Since February, 11th. I haven't had my vehicle in my possession for a full week. They have had the vehicle majority of the time because of all the problems that was wrong with the vehicle. ***** said that I have a life time warranty on my engine but doesn't mean that you will receive a brand new engine. so I really don't trust ** *** so I think a fair exchange should be I receive back my down payment and they get their vehicle back and they can fix it for the next available customer. If they were upfront and honest then I would have felt more comfortable doing the deal but they weren't. I understand that vehicles break down, etc. Just be honest about it because this is business on both ends. I work hard for my money. I feel like they took advantage of the me because I was in prison for 15.5 years consecutive. I got out and got my CDL license and being doing good. I really wish that this deal can be cancelled so we both can go out separate ways. BBB Subject, I agree that deal should be expunged and that both parties would be happy. Thank you very much.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this dealership purchase a vehicle. I purchase 2020 Kia Soul. I had 22000.00 dollars in cash to put down on the vehicle. I was asked by ****** who is no longer working at the dealership why would I pay the car off in cash. I informed ****** that my credit was too good. ****** stated that I should pay 10,000.00 dollars in cash and finance 12000.00 dollars. He explained that the open line of credit would help her build her credit, and help get a lower interest rate on the house we were about to buy. He also informed me how to dispute a Dr. Bill. We received the vehicle and then We received a call a call from ****** stating that he needed more information to get approved for the loan. He was suppose to have the title and the plates sent to her, but he did not do it. So, during the call we asked again about the title and plates and he stated that is why he needed more information. She gave him the information. The temp tags were about to expire. I had a family emergency So, eventually the tags expired. I was informed that I could come in to get dealership plates. We get to the dealership I was talking to **** and he went back to ******. Then they came back informed me that she was not approved for the car, she has an hour to make up her mind to resubmit a contract, or bring in 12000.00 dollars or bring the car back. We were informed that we had 24 hours to make her mind up about what she wanted to do. During this whole process my credit has been lowered. I would like my credit back to were it was and a car to drive.

  Business response

  02/11/2023

  At the time of the sale we were unable to sell the vehicle at the price Ms. ****** was willing to pay cash for. Through conversation we ended up structuring a deal where she put xxx amount down and finance the rest. After taking delivery of the vehicle Ms. ****** informed the bank she was no longer working and we were unable to secure financing. HW Kia gave Ms. ****** several days to make a decision on the options she had. Once it was decided she wanted to return the vehicle and go separate ways she requested to have a money order for the full amount of money down when she returns the vehicle which we did. Ms. ****** can call ********** and dispute any inquires. 

*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. ↩