ComplaintsforSouthwest Kia Round Rock

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this vehicle used on July 30, 2022 I was talked out of warranty saying I would not need it, because *** would always take care of any issues. I never got to test drive the vehicle AND they said this vehicle was the only one I was approved for. 12 hours later I took it back to be looked at due to the vehicle blowing black smoke. *** service manager **** said he would do a bumper to bumper check. A few hrs later, I picked the car up and he said no oil leak was found and it was from the car sitting in the lot too long Since I have had the car, I have had to top it off with oil every 5-6 wks and it has stalled multiple times from no oil. I took to shop and twice and they said the oil was leaking somewhere. Two weeks ago the shop I get my oil changed at found that when they were changing out my engine coils the oil was blowing back into the engine and I need a whole new engine. *** shop said they this was happening long before I bought the vehicle cause car engine DO NOT go bad in less than two years. I have tried calling **** the used car manager and **** the service manager and emailing for the last 7 days with NO return calls. ***y sold me this car knowing it had a bad engine. A 2016 Jeep Cherokee with ****** miles. *** engine should not be bad.

  Business response

  08/02/2024

  Our ****************** completed the used vehicle inspection process on 06/28/2022. The repair order is in the attached file. On 06/29/2022, *********************** purchased the vehicle. We disclosed the vehicle was a USED vehicle that was out of factory warranty. The BUYERS GUIDE is in the attached file. We offered the customer the option to purchase a vehicle service contract more than once. *************** declined the option. The ancillary products menu and final acceptance forms were executed by the customer as declining any mechanical failure coverages. The 2 signed forms are in the attached file.We provided the customer with a copy of CarFax report as well as had her sign the report acknowledging that she had read and received it. On 08/02/2022, *************** brought her vehicle into our ****************** to have a service technician look over a "smoke" concern. Our service technician spent several hours over multiple days trying to replicate the customer's concern but found no issue. According to the recent CARFAX report, the vehicle has been driven over ****** miles since the date of purchase with an odometer reading of ******* miles reported 05/25/24. The customer did not purchase any mechanical vehicle service contract that *** have covered the customer's recent mechanical concern. The vehicle was sold out of warranty, as is. The customer is responsible for any mechanical failure expenses. We can offer our assistance at a discounted rate on labor and parts if the customer would like to approve repairs after an initial diagnosis by one of our used vehicle service technicians. Please let us know how we can further assist with this customer's concern.

  Respectfully,

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

  General Sales Manager

  Customer response

  08/06/2024

  Complaint: 21808773
  
  I am rejecting this response because:
  You are lying straight out of your teeth. Your company had me signing papers at 830 pm at night. My significant other and I brought the vehicle in the very next morning where your service manager looked over the vehicle for a few hours regarding BLACK SMOKE, the vehicle was there and your service manager said it was due to sitting in the parking lot! I never got to test drive the vehicle, and was rushed. I was told I couldnt LOOK at another vehicle and was also told I didnt need GAP nor did I need a warranty when I asked for one, due to the man saying I would have all the basic needs met and everything was in great condition. He also stated if anything big happened to the car, I would be helped and it would be taken care of!! You dont think a single mother would remember that?? Being that I was so tired from sitting for over 12 hours, in your lobby, while everyone else that was buying NEW cars was assisted, I trusted him. I was a single mom with disabled children and I explained I needed a good car! Shame on you for lying!! Now Im without a vehicle due to OIL BLOWING BACK INTO ENGINE!!! Now you try lying to save face! Sick. 
  Regards,
  
  ***********************

  Business response

  08/12/2024

  The 2016 **** Cherokee has been drive over ****** miles from the date of purchase on 07/29/2022. At the time of purchase, the vehicle had ****** miles which was well over the mileage and date intervals for the **** limited powertrain warranty of 5yr/60K miles from original in-service date of 07/23/2016. The customer was offered an extended service contract option which was declined as identified in the previously response attachments. I don't understand the response from the customer as it has the customer's signature on multiple documents including the BUYER'S GUIDE. JEEP will not cover the cost as it is out of factory warranty guidelines nor will *** of Round Rock as the customer declined the addition of an extended service contract. We can offer a 15% discount for any parts and/or labor costs that *** be required to fix the vehicle to a better performance level for an older/high mileage vehicle. Sincerely,***************************, GSM

  Customer response

  08/13/2024

  Complaint: 21808773
  
  I am rejecting this response because: I bought the vehicle in July of 2022. I was never offered the extended warranty! I asked about it more than twice! The man that had me signing the contract at 8 pm at night after I waited 12 hours in that lobby, after not being allowed to even test drive the vehicle, said I would be taken care of if anything happened to the vehicle, I was exhausted and thought that was what he meant! I did not know he meant that in case of hail or an event like that I would be taken care of!! The fact is, I took the vehicle in to the service center not even 12 hours later with the car blowing black smoke and stalling!! I was lied to! The car was kept for a few hours, not days, and I was told by **** that nothing was wrong! He said it was because the car had sat on the lot too long! You all did me wrong! I have seen in the BBB complaints this same thing happened to another customer with a jeep. I wonder if it was mine and you just put it right back on the lot!!!
  
  Regards,
  
  ***********************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I fly for the Air Force. I am active-duty, and ****** is my legal state of residence, though I am currently stationed at ****************. On 4MAR2024 I purchased a vehicle from *** of Round Rock, dealer #P163234, deal #*****. The dealership sent the paperwork to ****** for my vehicle registration, and then gave me a temporary 60-day tag which expires 3MAY2024. In early April the Alaska DMV requested the payment for the vehicle registration, which has still yet to be paid by the dealership. My temporary tag from the dealership expires in a matter of hours, and I will be left to operate my vehicle illegally, without any form of registration. I have called and emailed the dealership on a weekly basis to try and get this issue resolved in a timely manner, but we are now approaching 60 days with still no payment for my vehicles registration. I have talked to my bases legal office, and they now recommended reaching out in this manner to help resolve this issue with the dealership. I need *** of Round Rock to finally pay the registration fee agreed upon so that Alaskas DMV can process my vehicles tag, keeping me legal. This should have been completed weeks ago. If I do not have a license plate by ********, then more issues can ensue.

  Business response

  05/03/2024

  Since the vehicle was being titled and registered out of state, we use a titling agency to handle the registration process for the customer. The titling agency sent all documents along with a check for the fees to the Alaska ***. The Alaska *** is now saying the original fees are uncorrect so the titling agency requested the check back from the ** *** so they could reissue another check. They sent a new check to the ** *** this week by *** TRACKING 1Z833V7A0196133325. We have verified that the ** *** received the check on 05/02/24 at 11:35am. The registration is in processing by the ** ***. Unfortunately, the out of state registration process can take longer than we would anticipate sometimes if errors are made as the *** rejects paperwork without verbal notice. They simply send all paperwork back regular mail for correction. Eventhough, we always enclose a prepaid overnight envelope to return the plates or paperwork in. We will notify the customer has soon as we receive the license plate(s) and registration from the ** ***. The titling agency is aware of the urgency to get this processed quickly. Please let me know if you have any further questions. Sincerely, *****************************, General Manager

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hope this message finds you well. I am writing to formally lodge a complaint regarding my recent vehicle purchase experience at *** of Roundrock.On [Date of Purchase], I finalized the purchase of a vehicle at your dealership. Regrettably, I discovered after the fact that I was charged an additional $1,000 more for the vehicle compared to the same model available at *******************. This price discrepancy was particularly distressing given that I had left my children at a neighbor's house to expedite the late-night transaction and unfortunately missed the opportunity to thoroughly cross-check the numbers.Upon realizing this discrepancy, I promptly raised the issue with the salesperson involved in the transaction. However, despite providing evidence in the form of cost sheets from other dealerships demonstrating the price difference, I received no satisfactory resolution.I deeply regret that this situation has occurred and am disappointed by the lack of assistance provided by your staff in resolving the matter. As a loyal customer, I believe in the importance of transparency and fairness in all business dealings, and I trust that *** of Roundrock shares these values.I kindly request a thorough investigation into this matter and a prompt resolution. I expect a refund of the overcharged amount or an adjustment to the purchase price to align with the fair market value of the vehicle.Please consider this complaint seriously, as I value my relationship with *** of Roundrock and hope to continue doing business with your dealership in the future.Thank you for your attention to this matter. I look forward to your prompt response and resolution.Sincerely,********

  Business response

  02/28/2024

  *******************************, Thank you for your business. I apologize that you do not feel you received a fair deal. We make every reasonable effort to ensure our customers that we have provided them with a transparent. honest deal. I reviewed our system to make sure we did not miss anything out of the ordinary regarding our interaction with you. Our system shows that you inquired with **** in our internet department about our ********* on 12/29/23. It shows you came into the ********** 30 minutes later and worked with ****** in our ***************** He gave you our best offer on our vehicle and your trade-in. You claimed to have a better deal at a ********** in ********. Your salesperson, ******, followed up with you on 01/02/24 over text message to find out how it went with the ********** in ********. You expressed that you wanted to move forward with the deal at our **********. On 01/02/24, our original website price was $57,101 (MSRP $53,405 plus the $3,696 dealer add-ons (1yr LoJack subscription, 1yr ********** Interior/Exterior, 1yr *** ************* ******************* had their similar vehicle listed at $60,405. On your request, we removed all the advertised dealer add-ons and only charged you for $250 window tint plus the ***** We also gave you $15,000 for your 2016 ***** Accord. Eventhough, the fair market value for your trade-in was $14,000 and was even reflected by ******************* (see attachment) that you received an appraisal from on 12/27/2023. We made you a better deal on 01/02/2024 than the other local *** ********** which is illustrated in the attachment you text ******. We have been fully transparent throughout the entire purchase process and have followed all governing regulations. Based on what you provided us before you purchased the vehicle from us, you had been shopping with many *** **********s from a minimum of 12/27/2023 to 01/02/2024. Seven days of shopping and negotiations between several **********s is more than a reasonable time to make an ******************* buying decision. We are sorry that you did not feel after your purchase that you did not get the best deal. We will not be issuing any refund of any kind as nothing was done wrong or incorrect on our part. I thank you for your time and understanding. Respectfully, *****************************, General Manager

  Customer response

  03/06/2024

  Complaint: 21320296
  
  I am rejecting this response because:

  Thank you for your detailed response regarding my recent vehicle purchase. I appreciate the effort you've taken to review our interaction and provide additional context.
  While I understand the information provided, I still feel that I did not receive the best deal possible on my purchase. After further reflection and comparison with other dealerships, I believe that I may have overpaid for the vehicle and received less than the fair market value for my trade-in.
  I acknowledge that there were negotiations and discussions over several days, but upon reevaluation, I believe that I may have been rushed into making a decision without fully considering all my options. I value transparency and honesty in all my transactions, and I want to ensure that I am receiving fair treatment as a customer.
  Given the circumstances, I respectfully request a refund of the difference between the amount paid for the vehicle and what I believe to be a fair market value, as well as a reevaluation of the trade-in value offered for my vehicle.
  I hope we can come to a resolution that is fair and satisfactory for both parties. Thank you for your attention to this matter, and I look forward to your response.
  
  Regards,
  *****************************

  Business response

  03/08/2024

  *******************************, Thank you for your business. I apologize that you do not feel you received a fair deal nor except our initial response. Both parties **** of Round Rock and yourself) completed paperwork and binding documents agreeing to the terms of the transaction. I reviewed all correspondence and documents and found no fault. We will not be issuing any compensation as nothing is due or warranted.Thank you for your time. Respectfully, *****************************, General Manager of *** of Round Rock

  Customer response

  03/08/2024

  Complaint: 21320296
  
  I am rejecting this response because it didn't addressed my problem. Business didn't had courtesy to acknowledge it as a problem.

  
  
  Regards,
  *****************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ***************************, and I am the owner of a 2015 *** ****** with the *** number *****************. I have never received one recall notice from *** and was shocked to learn there were three active recalls on my ***. I am writing to file a formal complaint against *** ********************** Corporation, location *** ******************** Rock, regarding their failure to address a critical engine recall on my vehicle and their unjust demand for payment for the required diagnostic testing. In order to have the engine taken care of however, they stated I would need to pay for an oil change, drive *********************************************************** the amount of $750. I would be required to pay for the diagnostic testing that would determine whether my vehicle was affected by the recall. This demand for payment came as a shock, as it contradicts the terms outlined in the recall information that I found online, AFTER they confirmed the recalls on my vehicle, which clearly state that affected vehicles will be serviced FREE of charge, including engine replacement. As a consumer, I feel deeply disappointed and let down by *** ********************** Corporation's handling of this matter. Not only have they failed to fulfill their obligation to rectify a potentially life threatening issue with their product, but they have also demonstrated a disregard for the well-being of their customers by attempting to shift the financial responsibility onto them. My vehicle is paid for in full so rather than fix it, they offered a disrespectful amount to buy it. I would then be without a car. Now, I am stuck with a car that is experiencing issues, not knowing when it may catch fire. All I want is for *** to take responsibility and replace my engine or replace my car at no charge to me. Full complaint uploaded to supporting documents.

  Business response

  02/16/2024

  My name is *********************, and I am the Parts and Service Director for *** ******************** Rock. I wanted to take a second to address *************** claims regarding her 2015 ********************* and foremost is the matter that *** ******************** Rock is not *** ********************** *******. We do not control warranty terms, limitations, repair authorization, or denial. We unfortunately do not control the issuance of recalls or how or when the customer is notified.This is all handled by the manufacturer, *** ********************** *******. Secondly, the issue which the vehicle was being seen for was a lack of oil, or oil consumption. Though we empathize with *************************** that her vehicle is having issues, there is no warranty or recall connected to what she is experiencing at this time. The original owner of a *** has a 5 year or 60,000-mile warranty along with a 10-year ******* power train warranty. ******************* purchased the vehicle as a ********************** from the previous ********** ownership Southwest Kia Round Rock in May 2016. The vehicle had not been serviced by any *** ********** in the U.S since March 2018. When the vehicle was brought into *** of ******************** Rock in January 2024 it had ******* miles. ** unfortunately, there is no warranty from the manufacturer to assist with her concerns. When a vehicle is brought to a *** **********, any open recalls, service campaigns &/or customer satisfaction campaigns are addressed during the service visit. Finally,the recalls that were open at the time of her most recent visit were an anti-theft ignition protector, an engine inspection and software update associated with an engine knock and related to ***s engine warranty extension PI2002Y/Z. This extension is for a very specific failure that can take place with the connecting rods in the engine. Unfortunately, it has nothing to do with oil consumption. Parts can fail for multiple reasons; in this case it is separate from what the manufacturer has listed in their coverages. I believe her best course of action at this point would be to contact the manufacturer directly on ************** as they have departments specifically set up to answer your questions about their recalls and extensions.  Again, **********s are authorized repair facilities only and cannot alter, change, or extend any of your warranty terms that are laid out by and controlled by any vehicle manufacturer. ******************* can certainly take her vehicle to any other *** ********** as a secondary diagnosis. Attached are a copy of the Car Fax history report and *** ******* warranty details report. We wish her the best in her endeavor and thank you again for reaching out. 

  Customer response

  02/19/2024

  Complaint: 21290369
  
  I am rejecting this response because the recall is specific to my vehicle's VIN. Not only is the KIA ******** not accepting responsibility, they are sending people away with dangerous cars. They even told me to come back if I continued to experience issues so that an engine combustion test could be done, which is a requirement of the recall. The ******** is refusing to fix my car AFTER they have verified my car is on the recall list. Also, the CARFAX report is fraudulent as they sold me my car "as new", not as previously owned. In my opinion, the KIA ******************** Rock ******** is lying and should take responsibility. 
  
  Regards,
  
  ***************************

  Business response

  02/28/2024

  We have exhausted our efforts in trying to assist Mrs. *************************** with her vehicle concerns. We have tried to explain that *** of Round Rock is an independent *** franchise that was established in June 2021. ******************* purchased her 2015 *** **** from Southwest Kia Round Rock in May 2016 which was 5 years before they sold it to *** of Round Rock. *** of Round Rock did not purchase any of the information nor customer-base for ********************. We do not have any Southwest Kia Round Rock records. The CarFax report shows that Southwest Kia Round Rock purchased her 2015 *** **** from auction and sold it to ******************* as a *** Certified Pre-Owned vehicle in May 2016 which is reflective on the report. We have explained to ******************* that we repair vehicles based on the guidelines set by *** ******** The recall that she keeps referring to is in regards to the Knock Sensor Detection System - ECU Logic Improvement which involves "Engine Bearing Clearance Test". ********************** vehicle concern is not related to this recall but rather oil consumption. We completed an oil consumption test for ******************* and recommended an engine induction cleaning to see if that cleared up her vehicle concerns. She declined this service. We have provided ******************* with *** America Consumer Affairs phone number ************** so they can answer any *** recall questions she may still have. ******************* has the right as a consumer to take her *** to any repair facility for diagnosis and repair. There are several other *** dealerships in the ****** area that she can bring her vehicle to for a second mechanical opinion. Respectfully, *********************, Service Manager

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2023, my Kia ******* stopped in the middle of the road after I dropped off my kids at school and never was ever able to start again. I had my car towed to my apartment complex and had several mechanics come by and tell my it was this and that, which I had to pay for their service. My car still was not working. I go to find out that there is a recall issue with the engine for that year and model. I contacted the Kia ********** and they told me to drop it off to be looked at and take care of the issue, which I had to pay for towing again because they said they would not pay for because my warranty had expired, but the engine has a life-time warranty on it. By thiis time I have spent over $1,200 in parts and labor. After almost a week or so I contacted the dealership because I had not heard anything back from them and they told me that the car was not at the dealership, go to find out that it was taken to an outside lot and they never went and got it. We are now in 01/09/2024 and still nothing has been done to fix my car, no-one returns my calls and I have left many messages with different personal with still no replies back to see what is going on with my car or when it will be ready for me to pick up. I have a 9 year old and a 7 year old that i need to take to school and then pick up from their after school program and I have been paying out of my pocket using UBER, which after a while can be expensive. I asked the dealership to give me a loner, which they said they do not do?? and I asked them to get me a rental which they said I have to pay for it. I am a single father and I am up to my ears in bills and other things my kids need. I really need help in this issue, also I do believe that it could be because my car is paid off and they are not making any money off me, please help.

  Business response

  01/11/2024

  We have explained to this customer on several occasions that his 2014 *********** with VIN: ***************** was never dropped off at our dealership. He advised that the company that he called to have it towed to us was AGERO at ************. He stated that they tried to drop it off after hours and towed it back to a tow yard. When we offered to call them, the number he gave was an AGERO corporate number and were referred to call AGERO CUSTOMER SERVICE at ************. The customer service representative advised that they created a case number to look into where the vehicle was located and they would call the customer back directly as it was their client. The customer says it would have been dropped of in October. The CARFAX report shows that on November 2, 2023 **************************** in *******, ** with ************ reported service to the vehicle. The customer did not have a scheduled service appointment so there was no way to follow up on a vehicle repair when we never received the vehicle nor had we ever serviced the vehicle at our location. We suggested that he contact the other 2 ******-area *** dealerships to see if the tow company dropped the vehicle off with them.    

  Customer response

  01/11/2024

  Complaint: 21119227
  
  I am rejecting this response because: my car never was taken unfortunately service in ******* to to the car not being mobile, I have receipts for all the time I had a mechanic to come look at and do a diagnostic check which he was not able to figure out and then that's when I contact dealership and found out about the recall on my *** and then had it towed out to the Round Rock *** ********, I did check with the other kia ******** where I use to take it in for service and the young lady i spoke with said my car was not at their ********. I left numerous phone messages at the Round Rock ******** and no one ever called me back to a least let me know that my car was not there .. now today and only today did I get a text messages stating that I wanted to have service updates on my car... I am extremely upset with the whole situation and what they have put not only me but my children with having to walk them to school in the cold and rain due to me not having the income to yet Uber again and again. This has also caused more issues with my health, due to me being a diabetic and have extreme nerve damage on my feet and have high blood pressure. I need this matter resolved and I will be working with my lawyer on this issue. 
  
  Regards,
  
  *************************

  Business response

  01/12/2024

  The customer's 2014 Kia ******* with VIN: ***************** was never deliverd to our dealership. He will need to contact the towing service that he hired to locate what they have done with his vehicle. We have expressed this numerous times to the customer and even called the towing service ourselves yesterday. The towing service will only deal directly with the customer. We looked up this towing service online and found that they have numerous reviews showing they have misplaced / mishandled vehicles. We can not diagnose nor fix a vehicle that we physically do not have in our possession. I have attached the CARFAX report that we referenced in the previous response as well as a screenshot of AGERO'S BBB HISTORY.

  We put the vehicle information that the customer gave us yesterday in our Service system so we could keep track of the information only as the customer filed a ******************** complaint. This is an unjustified complaint of our business as neither the customer nor the towing company he hired as provided us with the vehicle. When we spoken with his towing company Agero and they said they created a CASE and would follow-up with him directly.
  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had an appointment to get 3 recalls done on my vehicle(the 19th). I dropped it off at the dealership on Tuesday. Was informed that they needed to order a part. The part was delivered on the 21st, was informed that the it would be done that day. Called back later and told it would be the next day. I would not recommand this place to anyone.

  Business response

  12/26/2023

  The customer scheduled an appointment to drop off his 2017 KIA ******* with ******* miles for the service department to diagnose a concern he was having with a light coming on and off during driving as well as complete 1 open *** recall for " TRAILER TOW HITCH HARNESS INSPECTION & REPLACEMENT (SC249)" that had been out since November 2022. Previous to this appointment, the customer had never brought his vehicle in for any services or concerns. The customer had a vehicle concern that came up as follows " ADVISED THE LIGHT STARTED COMING ON AFTER ********* BROTHERS PERFORMED OIL CHANGE IS WHEN THE LIGHT STARTED COMING ON. STATES OIL WAS CHECKED AND PLENTY OF OIL IS IN ENIGNE. ONLY COMES ON WHEN COMING TO A STOP. AND GOES OFF WHEN ACCELERATING AGAIN.". The vehicle was diagnosed with needing to replace the oil pressure switch under warranty. The oil pressure switch was ordered through the ***************** Once the part came in, the vehicle was put back into the service technician's work order rotation for repair completion. The vehicle diagnosis and repair completion were done faster than the current automotive industry standard. We apologize that we were unable to meet the one-time customer's expectation.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was purchasing a 2017 ****** Maurano advertised for $7495.00 when the purchase order was sent to my credit union they listed the price as $15961.00. They would not honor the price advertised or discussed with me. I have the print copies of their advertisement.

  Business response

  10/06/2023

  The salesperson, *******************************, followed up with *********** *********************** on her internet inquiry about the availability of a preowned ****** Murano. He explained to the customer on the initial inquiry that the vehicle was just acquired and was going through our used vehicle inspection process in our ******************* He invited the customer to come view the vehicle for her approval but she was too busy at the time. She went on to say that she had inquired on vehicles at other ****** area dealerships but were sold before she could come to the dealership to approve of the vehicle. I reviewed the complaint with our sales manager for clarification as our system was showing the same advertised pricing as noted on the buyer's order that the customer requested. My sales manager *************************** advised that a 3rd party advertising vendor had an incorrect price displayed but was removed within minutes of publication. He was told by the vendor that it could take up to ***** hours for their system to update. The sales manager apologized to the customer and explained the vendor system's error and that it had been corrected. We update our pricing based on the automotive market daily. We always honor the price that is advertised. The customer was unable to come into the dealership to complete the transaction at the time of the incident. The salesperson tried to schedule an appointment for the customer to drive and approve of the vehicle when it was out of the ****************** on the following Monday or Tuesday but the customer could not make it in. We subsequently sold the vehicle to another interested customer that was able to come in a drive and approve the vehicle for their needs. The sale manager was notified by the salesperson that ********************* was upset about her experience. He attempted to call the customer to find out how he could help. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 09/29/2021, I purchased a pre-owned 2019 *** ******* at *** of Round Rock that had ****** miles on the odometer. **** I sat down with the finance department, the man offered an extended warranty through ************************** for $3,422. I initially declined because I didn't want to pay that much for +/******* miles. *** finance guy said it was an ADDITIONAL ******* miles from the mileage that was on my car when I purchased it, so the warranty would expire at 1****** miles. Me, my mother (who co-signed for the vehicle) & the finance guy went back and forth for 10 minutes because financing the warranty meant the difference between $505 and $583 a month, but I use my vehicle for work so an extended warranty was a good idea. After he ASSURED me the warranty was valid until 1****** miles, I agreed to purchase the additional coverage. We were then provided a tablet on which to electronically 'sign' the 'paperwork'. **** I got to the extended warranty agreement, I DOUBLE CHECKED the mileage on the contract to make sure it expired at 1****** miles, and not ******* miles. It was accurate, so I signed it. I would not have signed the agreement otherwise. My mother also double checked the mileage listed on the warranty to ensure accuracy when she signed her part of the agreement. All of the signed contracts were saved on a jump drive & given to me with the keys. On 8-22-23, I had to have the vehicle serviced & found that the transmission needs replacing. Today, I plugged in my jump drive for the first time and accessed the extended warranty contract to give the warranty information to the dealership where the vehicle is being repaired. *** milage on the extended warranty contract had been changed to expire at ******* miles. *** warranty company is denying my claim to cover the repairs because my vehicle, currently at 121, miles, is over ******* miles. **** my mother and I BOTH signed the contract on that tablet, that was NOT the milage listed on the agreement.

  Business response

  08/25/2023

  I reviewed the ********* ************************** vehicle service contract with ******************************** earlier today. I have agreed to goodwill pay the warranty cost for repairs to her local Kia *********** *************************. We are currently working with the dealership on the repair cost analysis as the initial estimates were way above industry standards.

  Respectfully,

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

  General Manager

  Kia of Round Rock

• Initial Complaint

  12/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a used car on Thursday 12/22 and on my drive home the car started to pull and was not driving the same as when I test drove the car the day before. Due to the holidays I was not able to get in contact with anyone until Monday 12/26 by that time the check engine light had turned on already. I was told to bring it in so they could take a look at it. I live in ********, ** and on the way to the dealership a message on the dashboard popped up stating that the transmission was hot. I get there and leave the car on and by the time someone from the service department came out the message was gone. I was advice that when the message pops up again to take right away to an Auto Zone to have it scanned and then call them with the codes. I just bought this vehicle I should not haven to deal with this. They didn't even hook it up to the computer to try and get an understanding at what is happening. I am starting to think that they were already aware that there was something wrong with the vehicle and failed to inform me before purchasing. I understand that I bought a used car and that it was sold "as is" but It's not ethical to sell a vehicle with extensive damage such as a transmission repair.

  Business response

  01/02/2023

  ********************* purchased a 2015 **** Focus with VIN: ***************** with ******* miles on 12/22/2022.At the time of purchase, the vehicle was beyond the manufacturers warranty period in mileage and in-service time. The vehicle was disclosed in writing as AS IS NO DEALER WARRANTY. A vehicle service contract was offered but declined by ************************* during her visit with the ****************** at the time of sale. The vehicle went through our used vehicle inspection in our ****************** on 12/19/2022. The standard vehicle performance was checked by one of our used vehicle technicians who completed a synthetic oil change, standard coolant treatment, standard fuel treatment, standard transmission treatment, standard oil treatment, ************* device installation, replacement headlight bulb, tire repair, nitrogen-filled tire treatment and vehicle state inspection. Three business days after purchasing the vehicle, ************** reached out to us regarding issues that the vehicle had on 12/26/2022. I invited ************** to bring in the vehicle to us. On 12/27/2022, a gentleman brought the vehicle to our dealership for **************. ************** was not physically here, nor did we get a chance to speak with her. I am unsure of the relationship between her and the person who brought in the vehicle. I personally went out to the vehicle to look it over and see what issues it had so that I could communicate that to our ******************. When I went out to the vehicle, it started normally. The vehicle dashboard did not have any kind of warning lights on. I invited the gentleman to go on a test drive with me to see if we could recreate the issue. We drove the vehicle approximately 5-6 miles and no warning lights or any other issues appeared. His concern was with the shifting of the vehicle, and he made pointed it out once.As I drove the vehicle there was no hard shifting or any lights on the dashboard. After getting back to the dealership, I explained to the gentleman that without being able to recreate the issues he was previously having there was no real way to be able to identify any issues. He then asked what he would be able to do if that happened again to which I replied he could bring it back to us for diagnosis or if there was an AutoZone near him since the customer was not close to the dealership, they could have them plug it in so that ************** could at the very least find out what was making the check engine light come on. We have not heard of any vehicle mechanical issue since the last visit.
  
  Sincerely,
  **** *********************
  Sales Manager

• Initial Complaint

  08/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Safety Recall on Windshield A reported 30,************* *** ******** in circulation may have an issue that developed during the manufacturing process. As a result, the front windshields of these rides might not have been bonded to the vehicles correctly.My vehicle is one of these vehicles affected. I found water in my vehicle and then all of a sudden all the noises like the blinker sound, the welcome sound, etc. all stopped. We could not tell where the water was coming from until we noticed that the windshield was not fully bonded to the car. Then we get the recall notice. Because of the windshield not being bonded correctly, I have had water damage that has caused the sound of the blinker, the welcome noise, and possibly numerous other problems in my vehicle. We thought that the blinker and other sounds were due to the center speaker in the center console going out and my husband replaced that speaker. The speaker is brand new but I still have no sounds. We made an appointment with *** for July 25th, 2022 to drop off our car for the safety recall and my husband told Southwest Kia Round Rock about the issue with the sounds not working in my car due to the water damage caused by the faulty windshield. We were told that the technicians would look at the issues. Almost a whole week went by and we contacted *** to get a status update on our vehicle and was told by Southwest Kia Round Rock that our car had not even been looked at and that corporate *** would not cover the damage caused by water due to the faulty windshield! They said that they would replace the center console speaker but we would have to pay for the parts and installation! The speaker is brand new! It took my husband 15 minutes to replace it. They didn't even look to see why the sounds were not working! And now want us to pay for them to look at what could be wrong! They are only going to replace the windshield, not the damage resulting from the windshield not being bonded correctly!

  Business response

  08/03/2022

  ***************************** had an appointment for the 07/25/22 to have the vehicle brought into the ******************* The repair order was opened on the 07/25/22 and the customer was informed it would be several days to get it diagnosed. To expedite the diagnosis time, the Service manager opened a service tech line case with Kia ******* on the 07/28/22. The service tech line authorized the repair on the 07/30/22 for the loose windshield to be resealed as outlined in the safety recall. The Service manager informed the Service advisor that the cluster speaker unfortunately would not be covered by Kia ******* due to the fact it is out of warranty. The customer did not have a vehicle service contract to review for a service claim. The cluster speaker had no sign of water damage at the harness. The stereo center speaker that the customer stated that he replaced is not the speaker that the sound for the blinker comes out of. The cluster speaker is located behind the lower portion of the dash behind the instrument cluster. The Service advisor explained to the customer that we would need to replace the cluster speaker for further diagnosis and gave a repair quote for the parts and labor. The customer chose to not pay to get the cluster speaker repaired at this time.

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