ComplaintsforGene Messer Kia

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I bought my car from Gene Messer Kia on 04/05/2024. I was charged for 2 extended warranties that I didnt realize I was getting. They amounted to the ******* below. I immediately asked for a credit but have been waiting since then and have never received it in my account at ******************** When this all started the buck started getting passed around immediately with the ******* manager at Gene Messer Kia blaming its parent company Group 1 Automotive for being understaffed and dragging their feet. My cancellation paperwork was lost by Group 1 Automotive. After weeks of being ignored and making trips to Gene Messer Kia and multiple emails nothing has been accomplished. After threatening to contact the BBB I was finally given copies of 2 checks made out to ******************** That was 2 weeks ago and the money has not reached my account at Kia ******* America. I have paid off the vehicle except for the ******* owed back to my account and have had to pay interest on a car that should have been paid off long before now due to Gene *********************** Group 1, and ******************* dragging their feet and ignoring me and losing my paperwork.

  Customer response

  05/24/2024

  The 2 checks for reimbursement of the extended warranty contracts that were mailed by Gene Messer Kia to my ******************* account were cancelled by Gene Messer Kia on 05/22/2024. The finance manager *************************** stated this to me in a email. He also stated that replacement checks had been sent to a different address. This is just more of the same runaround I have been getting from him.

  Customer response

  06/13/2024

  I have been told by the General Manager *********************** at Gene Messer Kia that my account would be payed off to ******************** My account balance is now ******. I am unable to receive my title due to this balance. I have contacted ****************** and am awaiting a response from him. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We Purchased a 2020 Jeep Cherokee from the dealership in September 2022. We ended up trading the Jeep at another dealership in November 2023 and filled out the forms to cancel the *** and Service contract that was purchased when we financed the Jeep at ***. We emailed in the signed documents on November 7, 2023, and received the confirmation email from ******* and we called the warranty company again to verify that they had everything on November 10, 2023, and was told that a check would be mailed to Gene Messer Kia. Early December I called Gene Messer Kia to verify that they received the check and was told that they had not received it yet and it could take up to 60 days, so at that time I ******* back to see when the checks were mailed out and was told that it was mailed out on November 17, 2023. I called Gene Messer Kia back and told them what I learned and a few days later I received a call back being told that it did come in November 30, 2023, but it now had to be sent to their corporate office, and that they would be the ones who would be issuing us a check back, but again it could take 60+ days before they do so. My husband and myself have been calling , got a number to the **************** and cannot get anyo0ne to call us back, when we do get to speak with someone at Gene Messer Kia now we are told that it can take up to 9 months to get the check back, and are just getting the run around and for the past month, I cannot get anyone to take my call or answer my email which I forwarded all the warranty info over showing that we submitted after being told that I didn't do it correctly, that it had to be done on some website. I called the warranty company today and was able to get the check number, the amount of the check was for- they sent one instead of 2 checks and the date that the check cleared the bank - December 4, 2023. but they could not send me the image of the check. at this point I feel that Gene Messer Kia was hoping that we would forget about it, and that they have no plans on returning it.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to Gene Messer Kia for an engine issue at 7AM on May 1st. We were told they would not be able to look at the vehicle until the end of the week. A week later I still had not heard anything about my vehicle so I called and was told that the mechanic had a family emergency and wouldn't be able to look at the vehicle until a week later. After a week passed I still had not heard anything back so I called again at about 4PM on a Friday and was told it was next in line and I would hear back from them by Monday. I did not hear anything back so I called again and was informed that they still had not looked at it but based on our description of the problems and the *** they believed it was a recall issue and it would be about 6-8 weeks to address. I accepted there was not much I could do at that point and gave them the time without protest. I followed up on July 10th and was told it still had not been looked at and that I would hear back from them on July 12th. At this point I explained that they have had my vehicle for 10 weeks and it is getting increasingly difficult for me to find accommodations to get to work, doctors appointments and to the grocery store. I requested they provide me with a loaner vehicle until mine is ready but I was told they would not do that and that I should reach out to ********************* I did that but have not heard anything back. It is now 1 week after the date I was told they would call me and I have not heard anything yet again. At this point I am in danger of losing my job because I do not have a vehicle.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date 01/25/23 As I understand it, repairs on my vehicle were completed on or around January 25, 2023.When your dealership notified me at that time that my car's repairs and body work were complete, I was thrilled and made plans to travel the eight hours from my home in *******, ***** to the Dealership in Lubbock, ***** so that I could retrieve my vehicle. At that time everything seem in order.I received a call from January 28, 2023 by your service department informing me that they had not received payment from insurance company for my repairs. They then asked me a very odd question: Did I received a check from the insurance company? In my mind, I thought insurance companies send payment directly to the repair shop? I responded that I hadn't received any payment from the insurance company. The Service Manager **** told me he would look into the matte, but couldnt release my vehicle until payment was received.In between January 28th and February 10th, I tried multiple times, by both phone and email, to contact the Service Manager, hoping for an update regarding this insurance payment.At no time no-one responded. On February 18, 2023 After no response from the Service Manager waiting for update. I email and called General Manager, and he stated that he investigated, confirmed payment from insurance and I am to pay out of pocket remaining balance $3000 for repairs. I didn't received any communications by email or phone that I would have to pay out of pocket. I was supposed to retrieve my car with the understanding only suppose to pay for battery and deductible.But, I didn't approve or authorize any additional expenses out of pocket expenses to complete repairs on my car. After speaking with General Manager, informed him that I didn't authorize approval for additional repairs.Also, I requested proof of invoices that I signed off on to approve additional repairs.General Manager, said that the additional repairs was axle and ignition switch that I was suppose to pay out of pocket which I didn't authorize or approved.On January 25th I was supposed retrieve my car and responsible for paying for battery and insurance deductible which I totally understand. Because the Service Manager and Advisor, just inform me that my car was ready for pickup and with a understanding the insurance had compensated for all repairs that was needed. Nothing was stated or said about out of pockets expenses that I would have to pay.Currently, my car is still in Lubbock at the Dealership due to mismanagement and miscalculations/communications. Requesting car to be release due to several mistakes on Dealership part.

  Customer response

  03/14/2023

  case ID # ********
  
  Hello,
  
  I was following up with *********************** responding to my complaint that I submitted to your office.
  
  They haven't responded to me and it's now March 13, 2023.
  
  Also, if you have any other options or referral leads to share with me it would be greatly appreciated.
  
  I was told that your office has arbitration support who work as mediation advisor to assist consumers.
  
  @@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
  The Dealership says I have to pay them $3000 dollars for repairs that I didn't authorize or sign off on.
  
  Really I can't afford that amount. I attempted negotiate or resolution with the Director and said no. Even I told him that I didnt authorized repairs that was replaced.
  
  They did not notify on how much the repairs cost, they proceeded without informing me of the cost to replace..
  I am very emotionally drain and financially impacted by their business practices.
  My experience with any services with a reputable company will let me know in advance of what the cost would be and wait on my decisions if I wanted them to proceed.
  
  My car has technically been there since January 28th and holding my car for the unauthorized charges.
  
  
  
  Looking forward to hearing from you soon.
  
  Have a good evening.
  
  
  *************************
  ************
  or email above
  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get an oil change on 21 of September of this year and while getting my oil change someone did some damage to my driver's side door handle. It seems as if one of the workers was a little too rough in opening my door and damage the knob I use to get out of my car door. I told them that my door handle was not loose at all when I brought it to them. After some hassle they agreed to pay for the handle to get replaced. After 3 months of not hearing anything from them, I went there again this past weekend to see the status of the part. Another manager now wants me to pay for the part in order for it to get fixed. I will like some help in resolving this issue, please.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 4 th I purchased a vehicle leaving the a lot I had problems with the car jerking I contacted my seller and he instructed me bring it in to their sister Hyundai Gene Messer and tell them ****** ***** our used car manager approved it" (I have saved all messages) two weeks later I get a call saying that they were not going to approve it and I was going to have to wait 30 days for my warranty just to find out my warranty wasn't going to cover what needed to be fixed then Kia gene messer bright my vehicle back to there shop and still wasn't able to get no work done it's almost been 4 months I'm a first time buyer and I really feel like they took advantage Of me and sold me a messed up car

  Business response

  06/17/2022

  Business Response /* (1000, 8, 2022/06/17) */ Contact Name and Title: **** ******** Gereral Man Contact Phone: XXX-XXX-XXXX Contact Email: *********@genemesser.com Hello, I believe the issue has been resolved. Mr ***** has been traded out of the above mention car on date this case opened 6/3. so unless this is a new complaint Im not sure has to proceed going forward? Thanks ****

*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. ↩