Complaints

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned my leased ***** 2020 in June 2024. I've tried to contact the company but I always get the run around. It's either the robot on the phone can't understand me or every person I've tried to talk to has either hung up on me or acted like they couldn't hear me then hangs up. The lease was up in May 2024. I moved and got it towed back to them and they keep charging me even though I'm no longer in possession of the car. And even if I wanted to pay for it they won't let me because the lease has ended. I just want my credit fixed because this is ruining my credit. Also when I did have the car I had a warranty on the battery. The car would not start so I couldn't move it and they would not replace the battery. I also had to pay out of pocket to get the car towed back to them when I was told it's still under some kind of warranty so I wouldn't have to pay anything to get it towed. It was almost $200 to tow it.

  Business response

  08/27/2024

  Julio Jones Kia is no longer a ***** dealership and has not been since March 2023.  Julio Jones Kia could not and would not accept a ***** lease turn in.  The vehicle was probably turned into Tuscaloosa ***** located at *******************************************  Their phone number is *************.  If we can be of further assistance please don't hesitate to reach out.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Julio Jones Kia in ********** sold us a 2019 ******* Santa Fe with ****** miles on June 24. On July 4, it suffered complete engine failure and was towed back to the dealership. Since that time we have been stonewalled and ignored trying to learn what is happening to our car. We don't even know where it is. The sales team was unpleasant enough to deal with before the purchase, but that is nothing compared to the evasive and ineffective service department, especially Service Manager ***************************. We have been "told" that the car was eventually shipped to a ******* dealership in the ******* area to have a new motor installed under a ******* warranty extension. ******************** has refused to identify the dealership by name or provide any proof of the vehicle's location or repair status. We have been "told" that it was approved for that repair August 13 and would take 7-10 days. ******************** claims, without evidence, that there is a ******* work order number. We have been "told" that the manufacturer's warranty extension will cover the repair and a rental. But no one can produce a copy of this supposed warranty. *************************** does not take calls, does not return calls, and doesn't do what he promises. He refuses to provide us with the most basic information, even to the point of refusing to share the name of his own supervisor. He has refused to provide us an update on the repairs and will provide no information to help us believe that any of his claims are even true. None of the nice employees who have tried to help us have gotten anywhere either. My daughter, who needs this car for her job, has to pay for a RENTAL even while insuring and making payments on the missing vehicle. We would like PROOF of the vehicle's location as well as PROOF that it is being serviced UNDER THE WARRANTY EXTENSION as well as CONTACT INFORMATION of people with DIRECT knowledge of the vehicle's status, AND a copy of the ******* warranty coverage.

  Business response

  08/27/2024

  Thank you for reaching out to us regarding your experience with the 2019 ******* Santa Fe. We truly regret the challenges you've faced, and we want to assure you that we are committed to addressing your concerns.

  Were pleased to inform you that we have been able to resolve most of the issues in your complaint. We understand how important it is to have clear communication, and we apologize for any frustrations caused during this process. Your satisfaction is our top priority, and we're here to support you every step of the way.

  If you need any further assistance or have additional questions, please don't hesitate to contact us. We are here to help and ensure that your concerns are fully addressed.
  Thank you for your patience and understanding.

  Customer response

  09/04/2024

   
  Complaint: 22198133
  
  I am rejecting this response because:

  While we did receive a very timely response from a Service Manager at a *** dealership in *******, along with documentation showing that a nearby ******* dealership had the car, as well as a new motor for it, and I was able to speak directly with *******'s service department, there has been very little follow up on all the other inquiries we have made. Specifically, I asked for information about the process of transporting the car to my daughter in ******** after the engine replacement AND additional work on the fuel door which had been promised her at time of sale. I also requested documentation about the protective warranty sold with the car, which we had never received at time of sale. So, while there was a flurry of activity the day after I filed the complaint, and I was very glad to be informed of WHERE THE CAR ACTUALLY IS, many of the remaining inquiries have been ignored. I sent another email to the *** Service Manager ******************************* last night and waited all morning for a response. Finally I called and asked the receptionist to track him down and we were able to speak about the open items. However, at this moment, I still have no updated status on the vehicle engine replacement by ******* (which had earlier been estimated for last week, then this week). This is important because *** will need to retrieve the vehicle from *******, install the fuel door which had to be ordered, painted, and shipped to ******* (******* stated he received it today), and arrange transport of the vehicle to my daughter's home in ********. Because of her travel schedule, this will need to be carefully coordinated. So in short, while we have received some response to the complaint, the follow up has been lacking in important aspects and we still have no car and no date for receiving it, and no confidence that anyone intends to keep us informed. 

  
  Sincerely,
  
  *****************************

  Business response

  09/17/2024

  It is my understanding that our Service Director has been in direct contact with ************** and we are only waiting on confirmation from the transport company to get her vehicle back to her.  Last contact was today, 9/17/2024, and ************** was satisfied.

   

   

  Customer response

  10/01/2024

  Complaint: 22198133
  
  I am rejecting this response because:

  After submitting this complaint to the Better Business Bureau, we were contacted by a corporate Service representative for ***. This person provided details to verify that the vehicle was at a ******* dealership in *******, being repaired under a warranty extension covering this type of catastrophic engine failure. At long last, we were provided details and contact information for the ******* repair facility. The service people at the ******* dealership were EXEMPLARY -- proactive, cheerful, informative, and above all, COMMUNICATIVE.

  However, we were concerned about the SUBSTANTIAL COSTS being incurred for rental vehicles, due to all the delays we had already experienced. The engine failed on July 4. *** returned the vehicle to us on September 18 -- 77 days!  We were told numerous times that ******* would reimburse us for a rental car at $48/day. However, ******* only had the car for 34 of those days.

  *** has made no attempt to address the additional costs of their slow and ineffective response. (For example, ******* completed the repairs SEPTEMBER 5. However, *** did not ship the vehicle for 11 DAYS, costing us an additional 11 DAYS of car rental expenses. It would have been much cheaper to drive to ******* to retrieve it ourselves!) Between rental cars and ride-hailing charges, we have spent over $4000, which is approaching the cost if we had paid out of pocket for the new engine!

  The engine itself was replaced under a warranty extension from *******, but our eligible transportation expenses had to be submitted to a Class Action Settlement website. (A representative for the class action settlement also stated that the reimbursement rate is ONLY $40/day.) We still have no disposition on our claim.

  However, the car is ALSO COVERED by the Julio Jones Kia dealership's own 10 year/100,000 mile warranty. We have been TOLD that this WARRANTY also includes car rental reimbursement. However NO ONE WILL PROVIDE US ANY INFORMATION ABOUT THIS WARRANTY, in spite of NUMEROUS REQUESTS, nor any instructions on how to submit for reimbursement under it.

  Throughout this ordeal, we have many times sought to escalate our concerns, but were DENIED. The service manager went so far as to refuse to name his own supervisor! Several people at Julio Jones Kia have told us that the position of GENERAL MANAGER has been VACANT for quite some time, meaning they are trying to run a dealership with just a sales manager and a service manager. This is not surprising as the absence of leadership at Julio Jones Kia is quite obvious.
  

  In order to RESOLVE these issues, Julio Jones Kia must REIMBURSE us for the substantial OUT OF POCKET costs we have incurred due to their SLOW & INEFFECTIVE service.

  Sincerely,
  
  ********* *****

  Business response

  10/24/2024

  We have contacted the customer directly and offered reimbursement for rental expenses outside of the normal repair time and what they would receive from the ******* class action settlement.  We are awaiting her response and acceptance of our offer.  As of this date, we have had no response from her.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On yesterday 4/27/2024 my daughter and I was informed to come into *** and trade her car in. The salesman was not aware I knew him and once he figured it out that I was someone he knew from a financial manger at the lot he didnt explain anything to us they used a old file that they have on us. He didnt even look us in the face and give a reason he just went and sat at his desk. The manager laughed at us and it wasnt professional at all. Knowing what my credit score is I was just offered a car at ******. They didnt even have my social security number to run my credit in less than 5 minutes you had a decision. Impossible for that to be. I also know they work together and give cars to who they want to have them. We had 1500 for down payment as well as trade. He wasted our time with lies that he guarantee us a vehicle and he wasnt helping or explaining anything. I feel like it was a joke and they wanted to insult us because I didnt want to talk to the financial manager who was once a salesman. I want a fair deal like everyone else. I would love to speak with the owner to get matters resolved. Discriminated against is a crime and thats what happened to **

  Business response

  04/29/2024

  Per the General Sales Manager,***************************, the customer was an internet lead.  When the lead came through our system, our BDC specialist contacted the customer to come in, as is usual practice.
  
  Per camera visualization, the customer arrived on the car lot at 11:58 am on Saturday, April 27th.  They were greeted at the door by one of our salespeople.  He escorted them to his cubicle, where they proceeded to fill out a credit application.  The salesperson then took the application to the ************ for them to run a credit bureau. A credit bureau was obtained, and it was determined based on that and their negative equity in their vehicle they wanted to trade, that we would be unable to help them at this time.
  
  The salesperson noted in our system that the customer was offered the opportunity to provide a co-signer that would enable them to purchase.  None was provided. The customer signed the Risk Base notice notifying them of their credit score and received a copy of it and an Adverse Action letter.
  
  Per camera visualization, customer left the dealership at 12:28 pm on Saturday, April 27th.  Per the cameras, at no time did a manager speak with the customer.

  Customer response

  04/29/2024

   
  Complaint: 21637152
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  04/30/2024

  I asked to see all the footage that was said to be watched the documents that was said to be given to me was also false. From what I was told the salesman did everything right. I know the way that car dealership works and was wondering why I was told I was guaranteed a vehicle. I never talked to anyone my nephew text the guy on his personal phone because they know each other and he received a car  from them with no money down no credit and I put his insurance in my name. A trade was offered and they never once said anything about that. The car already has a recall on them and they still want honor that either. Its sad how the manager careless about how unprofessional they are in the business because they are not only partners in the business but also shows they really only work with who they want to work with. Never in a professional business have I seen anything like this dealership. I know it takes longer than 5 minutes to run a credit check and if you knew I wasnt going to be approved why say tell her to bring the money and pick out her car. I guess my money wasnt good enough nor was my daughter. We had a down payment but I see people with no job credit or anything can get a car but a female cant when she has proof of everything vs a male who have not to provide anything. This is really discrimination. The manager want to tell me to shut up when I was trying to ask her a question unprofessional and then she hung up in my face. No. But I want to see the footage of all the lies she said was done. From the moment we walked in until we left. I know we wasnt even in their for 30 minutes. This is not adding up for me. I know you supposed to do one or the other a credit pull or down payment but not both its really against the law to do both

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been at Julio Jones Kia in ********** since August 28. They did not begin working on the car until September 8. It is still at the dealership as of today, October 17, with no diagnosis of the problem. I have reached out several times for updates. Each time, the update is vague. Occasionally they will say they have figured out the issue and give an approximate date for completion, but when I reach out to follow up, I will be told the part did not work or the issue continued - the dealership does not communicate this with me, I am only informed when I contact them.I am a 2nd grade teacher at a Title 1 school in rural *******, and am currently paying out of pocket for a rental car to get to work. I have requested a rental car from the dealership due to the unusual length of time they have spent working on my car. They informed me that was not something they could do. I opened a complaint with the ******************** and was told they may be able to assist me with this issue (both the lack of communication and resolution with my car, as well as a rental in the meantime)- on September 26. My case manager has still not contacted me. I called last Thursday (10/12) and was told she would call Friday (10/13)- she did not. I called again yesterday and today, but have only spoken with representatives, thus far the case manager has failed to contact me to work on a solution. I have left detailed explanations of the issue with both representatives I have spoken with at corporate. I have requested records from the dealership of work that has been done on the car thus far, or a log of time spent working on it. I was told by the employee who is working on my car (his name is ********) that they do not keep any records or logs of the work they do on cars in the service department. I am at an absolute loss, the company has failed to communicate or resolve any issues so far.

  Business response

  10/26/2023

  Good afternoon,

  We have made this complaint our top priority and have our most highly skilled technician, our service manager, and *** corporate all involved in diagnosing and working towards a repair for the issue with the vehicle. Our service manager is handling the communication personally and has had multiple conversations to keep the customer up to date on the status. This will continue until which time we have completed all necessary steps according to ***. We apologize for the time taken and want a resolution as badly as the customer and again we have everyone working towards that goal.

  Customer response

  10/27/2023

   
  Complaint: 20743122
  
  I am rejecting this response because: I am keeping this case open until the problem is solved. I am in communication with the service manager and have been receiving more frequent and detailed communication. The issue with my car has not been identified. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 2021 I hit a curb and messed up my car I took it to the Kia dealership to have it looked at. They said everything was fine it just needed an alignment, I told them to do so. They call and I go pick my vehicle up and they said everything was good. 2 months later my tires on the back are bald and needing to be replaced, I bring my car back in and they admit they never did the alignment and they would do it for free today but i would have to purchase the tires that were wore out based off their mistake. Left the lot that day and tire pressure sensors light is on, cruise control won’t work, my car slams on the breaks in the middle of the road so I take my car back to Kia and they keep it for 3 days and said we will have to order a part bring it back Saturday. I bring it back Saturday and they keep my car and call me at 230 to tell me they don’t have the part again. Needless to say they never got the part so on Friday May 14th my tires are now bald again and nothing else has been fixed. I asked to speak to manager about the situation and he immediately got rude and said a lot of not professional things and told us to take our car elsewhere. I just want the issues y’all caused on my car fixed

  Business response

  05/17/2022

  The current issue the customer is having is the result of outside influence from impacting an object that has caused the rear tire to be severly misalighned. This same issue was what brought the vehicle to us orginally as stated in the complaint in Oct 2021. We did fail to repair her vehicle on that occasion and had since resolved the issue as also stated in the compaint. The mechanical issues she is having are seperate from an alighnment issue and are not related and require a seperate diganoses. The customer in error wants to hold the dealer responsible for damage that was caused by an outside influence and is not the result of our previous alighnment. Due to customers behavior and threats of vilonence against an employee and making false claims of a physical altercation that was disproven by video evidence the dealer has requested and the customer has agreed it best to take the vehicle to another location for repairs. 

  We again claim no responsibity for the customers current vehicle issues as they are the result of damage caused by an outside influence not the result of previous work we had completed.

  Customer response

  05/17/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Customer response

  05/21/2022

  On 7/14 l took my car into Kia to check the tires because there was already issues at 10,984 miles they said they were fine and just rotated them.

  On 7/31 I had a blow out and had to go somewhere else to get tires replaced due to being worn. This was at 12k miles.

  October 25th, took my Kia back to Julio Jones. Same issues (tires being work out, tire pressure sensors, cruise control won’t work, collision warning just slams on breaks) all to be told it’s needs it regular maintenance.

  On November 15, 1500 miles later I take my Kia back and it needs new tires on the back they are bald after they were fine on October 25th. Sensors still didn’t get touched. 

  fast forward to Jan I take my car in for the same issues and they keep it all day no phone call so at 330 i call and they say they have no part to fix it being it back Saturday so I did they kept my car for 4 days no update status or anything and after 4 days I had to get my car and they said they didn’t have time to figure it out. They admitted they failed to the alignment last service and would complete it now but i was still responsible for buying two new tires due to their error 

  on 4/11 same thing tires and sensors checked no resolution.

  so This all leads to May 16th, drop my car off that morning and they said they will keep me updated. It’s 530 so i decided to call and ask to speak to the manager to explain my issues, they suggested it was better to just stop by. Me and my finance stopped by and immediately the service manager tells us it’s our fault and begins to point out the damage on the rim and yes we hit something but have attempted to get it fixed 8 times now. The employee spoke to us very aggressively and angry. After speaking with the GM ***** he recommended that we not get services there. I’m blown away at the unprofessional behavior and how they allow their employees to treat ppl. All we want is our vehicle fixed and money back for the repairs we’ve had to fix because y’all couldn’t simple do the correct thing this first service and now have caused other issues with the car 

  Business response

  05/24/2022

  The orginal compaint was repaired after a self admitted failure to do so on a previous visit and as noted in the complaint. The most recent visit is not related to our previous repair because the vehicle had been damaged. We showed the customer the  vehicle while on the alighnment machine in an attempt to explain that the vehicle had a new issue and was not related to the previous. They got upset and made threats of physical viloence against our employee and to physically damage our facility. They also made false allegations against our employee and when presented with the fact we had video the allegation was modified. Based on the actions of the consumer it was recommended that they take their vehicle to another location. We refuse to service the vehicle because of the threats and refuse a refund because the issue is a direct result of outside influeance and damage that was not a result of our previous repair. 

*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. ↩