Complaints

• Initial Complaint

  24/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been overcharged for Service, I had worked done on my car, ***** that works. There is trying to say the work took 17 hours at a $109 hr, when I took the bill to multiple mechanics. They said the work should have been four hours six hours max. I know the car was not in there for seventeen hours for 4 days as if they stated. I have asked for all bills sent to me so I can have them looked over. They have not done this instead sent the bill to Collections. So of this is not resolved I will have no choice but to post On social media and go to the news, informing people of the over charge, plus they took the ******** converter out of my car with out my ok, if I know that was happening I would jave asked for it as they are worth alot of money. So they would jave sold that, plus have my winter tire I can not get back. They can Consider the bill paid info. as I'm sure people will not be happy that being overturned and ******** converter being removed from the car which I do believe is against the law for them to do. They stole it basically. I was not informed. It was coming out. I was told a screen was being fixed in my muffler and instead this was done and I was not informed. So of the bill thay was sent to Collections affects my credit. I'll have no choice but to go to social media and to the news with this information of what they are doing.

  Business response

  28/11/2023

                             So let me get this straight, we do work for you, you don't pay us, you ignore us, we send it to collection and we are the issue?******* I am very disappointed ironically  I questioned at the time why ******* gave you a charge account, its something I would never have done.But I understand after your moms partner shut you off from charging to her account and seeing the account had an unpaid balance and taking into account the relationship we have had with your mom and Bev it really left him little choice. Even though you didn't even buy the car you were treated probably better than most. They always seemed to be able to work your car i,and supply a coveted loaner car a lot of the times. The ironic part is the only work order you mention is the very last work order, you make no mention of the other three that proceeded it that you have not paid either. I feel you are using this order to justify paying any of the money you owe. I understand you feel the time was excessive but you have to remember you are dealing with a 7 year old, high mileage rusty underneath car and what would be straight forward on a newer car a lot of time on a older car required more time to perform repairs You also state your car wasn't here long enough to perform 17 hours of repairs. I don't know if you realize it but the first punch on the work order was on April 26/2023 and the last punch when the work was done was May 12/2023 By my calculations that is 13 working days your car was in our possession and yet again you were supplied a courtesy  vehicle so you wouldn't be inconvenienced. you also make reference to requesting copies of repair orders. When your vehicle repairs are completed you would have been offered copies and you like every other customers with charge accounts would be sent statements monthly. With that and the fact ******* and ******* calls were ignored as well We figured if you had been truly interested in discussing the status of your account you would have taken any of the opportunities that was presented to you.I am not getting into a war of words but we both know before you accuse of of "stealing" your tires you never asked for them. Besides to bring to your attention the semi annual tire storage bill of $49.95 is now due too and to clarify i am not sure what interest we would have in a set of worn out winter tires with7/32 tread all they do is take up space. We have been in business since 1978 and have never been accused of stealing and you have done it twice and this is only the 4th complaint to the BBB in  our history. You accuse us as well for stealing your converter. The converter was looked at in October 2021 and has never been an issue or mentioned until now, but if you want to know where it is you should go look under the car BECAUSE IT IS STILL ON IT. At the end of the day you had the privilege of having a charge account you ran it up to the tune of almost $4000  you refused to discuss, you ignored it and it left us no choice but to find a way to collect the monies due to us.

  Customer response

  28/11/2023

   I am rejecting this response because:
  
  It's not my mother's partner. It's my mother's friend. she never cut me off her account. It was suggested I had my own. and b. It was ever an issue with the ******** converter because I didn't know until I sold the car in May. Because I had to get another vehicle. Because you guys took forever to get a fixed. the car wasn't even taken into the end of April so I had to how you started to work on the 26th. When it was even there, it went in on the last day of April before the expection ran out.  It sat in your yard cause I couldn't drive it. It was in your yard every night that I drove by and every day. So it was not in your garage being fixed. I have camera footage on that camera that shows it was not taken in every day. You guys were supposed to credit fact the tire change because charged before during a MVI when you're not supposed to. And I I asked about Caribbean louder. I asked what why I was spelling like an oil smell from the car. Come to find out because the ******** converter was removed Because the people that bought it are the ones that noticed it. Then when I found people that used to work for you guys cause I know them Then sounds that you guys removed the ******** converter out of my car so do not lie to me. I have enough proof To go to the media and on social media Period I didn't ignore anybody I never received a phone call or nothing excuse If everything causes a God damn much and I support myself. And I don't have money to pay people that rip me off and overcharge me. I was going to pay my building Are the bound I owed, not the extra thousand some dollars a derrick charge me for seventeen I have the bill enough. People told me that I was overcharged. That that works did not take no seventeen hours Just cause the car sat in your guys's yard. You can't charge people for sitting in your yard. It was there because you guys couldn't do the god damn repairs on it from By another car and excuse me. If I pay so much for that car that I couldn't pay you guys if the car was fixed AS. A. P it said two weeks later I would not have to go get into the car And no Derek, you wouldn't give me account because you listened everything. Your father tells you that is fine I will No contact the news. And I will put this on social media a copy of the bill and statements from people and state between the new You guys are the only ones that worked on that cand I may not have bought the The car there but it was bought there and I bought it from the Owner on it. I even showed some of your X employees The bill and they said there's no way the only way seventeen hours is even Considered as if somebody didn't know what they were doing was working on the car. Which I mean I could see that but i'm not paying for seventeen hours.. And this has nothing to do with my mom or Bev so do not bring them into this whatsoever, or we will have a bigger problem. you guys have lost customers because of the way I was treated there, I never want to deal with ***** because no one wants to deal with ***** because he's not a nice person. He is no personality. That's why he was fired once before. Don't ask why he was brought back but I was told he makes the company money because he rips people off and overcharges.  I don't accept your response the bill is not four thousand dollars.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Stuart Kia on July 6th. A week after having the vehicle It’s collision mitigation system went off for no reason. The brakes slammed on hard until we completely stopped and there was nothing in front of us. It was really scary for us as I drive on the highway daily and have kids in with me everyday as well. When I asked about it ******* said only option would be to do a trade. But there was no used vehicles to trade and he said they can’t get any new ones in. Which I was willing to do a trade for a new Kia.. it was supposed to be looked into and I inquired a couple times with still nothing. So knowing that my plan is to not keep this vehicle I wondered about the tire warranty I purchased.. when I looked at my papers to see what the details were I seen it could be canceled within 30 days for any reason. With a week to spare within my 30 day time frame I contacted *** and *******.. and also went into see *******. He told me he didn’t think he could cancel it and would send an email and call me when he found out. After a few days of not hearing back from him, I called diamond kote and they sent in a request for it to be canceled. I have asked again if it’s been canceled and got no response. I also spoke to diamond kote again and they confirmed that they never got anything from the dealer to cancel my warranty.

  Business response

  03/10/2023

   

   

         Hello *****

   

              Sorry for my delay I was In B.C. in KIA meetings and my first day back was yesterday. Reading through the complaint it took me a couple reads to determine the issue. Firstly the said vehicle was a used Honda Crv bought from a Kia dealership. Although this is not an issue but when the complaint was made we promptly booked the car in at Century Honda to be checked out as we do not have any techs qualified to work on Honda safety systems. The vehicle was taken to Century and deemed by their certified tech that the vehicle was within Honda spec and functioning properly. I must have been a one off situation as it has not seemed to occurred again. When the Crv was returned to the customer she was shown the collision avoidance on/off switch but she felt it was a pain to turn it off every time she started the car.

     In the complaint it also made mention of offering to trade the vehicle. The customer reached out inquiring about an incoming 2023 KIA Sorento. Payments were run and seeing the Honda was a $30000 Vehicle and the Sorento was a $50000 vehicle the new monthly payment would have increased to $810 monthly and we assume it put it out of her budget.

     The third point in the complaint deals with a tire warranty. Stuart KIA for the past number of years due to the condition of the Nova Scotia roads builds in a Rim and tire warranty on all of our vehicles. We have found a gap in new car warranties because the tire manufactures do not offer road hazard and we have found historically it keeps our customers happy seeing our tire claim rate is high.

    After reviewing the deal jacket and asking ******* and *** about the situation it very quickly refreshed my memory. The car was picked up LATE on a Friday afternoon and I witnessed the customer and our staff going over the warranty. She wanted nothing to do with it, so in order to make everyone happy AFTER the deal was negotiated ******* discounted the Honda $500 to offset the rim and tire warranty that was put on the vehicle. This discount shows on the left side of her bill of sale as KIA credits and discounts .Where the cancellation issue arose was if warranty is cancelled and the said vehicle has a bank loan against it that warranty rebate goes to the financial institution but in our defense it would have been cheaper for the dealership to not have tried to look after her and not out sold her the warranty but we did. As far as cancellation yes it has a 30 day cancellation but that will trigger a charge back from the insurance company in essence charging back a warranty that the dealership paid the bulk of. If you have any questions Andre feel free to reach out

   

  *** ******  

   

   

    
  

  Customer response

  03/10/2023

   I am rejecting this response because:
  
  Good afternoon,

  The majority of what you have responded is very far from the truth.. I will attach my conversations with Jen. 
  

  My MAIN concern for this complaint was to just be refunded the tire warranty, which was written in my contract that I could indeed cancel it. But since so many false claims needed to be made I will go into detail as I do not appreciate lies. 
  

  The vehicle was not taken to Honda to be checked for the collision mitigation system. It was taken in before that even happened to have a seat belt recall done.. Time and Dates on my text to *** prove that.. Also I’m sure Honda has record of that as well. 
  

  I never asked for a trade on a sorento, although I did ask the price. I would have took something suitable new or used and was looking into even a seltos or sportage. No efforts were made to find me anything. 
  

  The $500 discount I got was given before I even decided to get the vehicle.. also have attached convo with *** as reference.  I wanted the tire warranty, because yes I agree it is a good thing to have, especially for 5 years. But as stated in my first letter I am considering on getting a different vehicle and therefore the tire warranty will serve me no purpose. 
  

  Thank you,

  Nichole Leger

*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. ↩