Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 9/27/24 order#***** tracking#**** **** **** **** **** ** I went to the parts site entered the information on car and parts needed it bring up gas tank straps and hardware to mount. there was no options for parts I ordered parts shown. Once received I went to install to find they were wrong contacted my Kia parts for returning. I was told those are the parts I ordered and by vin#I supplied it was correct. after research I went to a site (***********) and found there are two options for the car. I informed (**********) there site was not correct their site only shows parts for a sedan. Mine is 5 door rather then correcting problem. They have chosen not to respond. When there site is in error they have refused to issue a rga# and return label. And do not reply.I have enclosed pics of correct options from (***********) ordering page

  

  Business response

  10/17/2024

  Customer ordered parts for a 2007 *******. Parts are still available.
  
  One part was not available, contacted customer to remove it and he approved continuing with the order.
  Customer was made aware that these parts are very old and would take some time to get, he wanted them anyway.
  
  He got the parts and is not happy that they are not exactly the same as the original ones and he ordered nuts when apparently it should have been bolts but in the old catalog there is no way to tell what variations there are for them. Customer said they are wrong and not for his vin. We responded that they are per Kia's catalog. Asked can he verify what he wants and there was no response for 4 days.
  He requested a return and return was approved- currently awaiting parts return to issue full credit. 

  customer has not contacted us about finding parts elsewhere. There has been no communication for over 4 days and his return request was approved.

  
  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against Premier Kia for deceptive sales practices, breach of contract, and retaliatory behavior. On October 10, 2022, I purchased a vehicle from Premier Kia. During the sales process, I was told I was purchasing additional services for a monthly fee, including a Lifetime Engine Warranty, repair service contract, roadside assistance, and other services and warranties. However, these services were added to the vehicle's cost, and I have been paying for them through my loan, including interest. After purchasing, I contacted *** ******* and was informed that I had no roadside assistance, warranty, or any coverage despite paying for these services. When I contacted Premier Kia's manager, I was falsely told I didn’t have any of these services or any at all. This constitutes a clear breach of contract. After filing a complaint with *** *******, Premier Kia’s manager called me on September 9, 2024, and banned me from the dealership as retaliation after he was upset about my report. This is illegal and unethical. As a result, I cannot access the services I am paying for, including the Lifetime Engine Warranty. On September 10, 2024, once I realized that I was paying for services that I was not receiving I contacted ****** to cancel the contracts GAP, Vehicle Service Contract, Tire and Wheel Protection. ****** informed me that the refund for these contracts was sent to Premier Kia, which is obligated to return the money to *** ******* to credit my account. As of today, neither I nor *** ******* have received the refund. Upon reviewing online feedback, I found multiple complaints accusing Premier Kia’s manager of bullying, blackmail, and banning customers for complaints or negative reviews, indicating a pattern of unethical conduct. Desired Resolution: Refund Immediate resolution of the breach of contracts An end to Premier Kia’s retaliatory behavior Thank you for your time and attention. I look forward to your assistance in resolving this matter.

  

  Business response

  10/07/2024

  I am in receipt of the subject consumer complaint.  We have attempted to assist this customer to no avail and after repeated attempts.  The customer also filed a complaint with the Attorney General's Office which was closed.
  
  Vehicle was sold on October 14, 2022.  The vehicle was sold subject to the Used Car Buyer’s Guide Limited Powertrain Warranty (60 days/3,000 miles).  That limited warranty is long concluded.  
  
  The customer elected to purchase an extended service agreement through ******, of which said agreement does have provisions for roadside assistance.   The client should refer to this link for details or, for general information regarding this coverage that he has and, for more information – including the manner to contact Roadside Assistance.   The customer does not have Roadside Assistance through Kia – which ended at the conclusion of the vehicle’s original factory warranty.
  
  *************************************************************
  
  The customer’s extended service agreement with ****** provides for national coverage – good at any *** Certified Facility in the United States.  So, the client continues to be incorrect that any such services are only available at our dealership.
  
  If the client is not satisfied with the coverages offered by ******, the client would be free to cancel such agreement.   We would be happy to facilitate same.
  
  The vehicle was financed through *** ******* ******* at an agreed, executed and contracted rate of 9.99% and monthly payment of $541.95.  The client was provided with copies of all documentation and, is welcome to contact *** ******* ******* with any such questions – including copies of any such agreements – inclusive of the execution copy.
  
  Since the client's date of ownership - with the exception of a front and rear brake service (opted by the client) and a tire patch (opted by the client), Premier Kia conducted all other services at no charge in an effort to satisfy the client.
  
  The customer is free to have their vehicle repaired at the service facility of his choice.  Given the customer’s history of an aggravated tone towards our employees – and, unwillingness to be less combative – we did invite the customer to go elsewhere.   The customer would be able to obtain any provision of his extended service agreement at any other *** Certified Facility in the United States – without question. 
  
  Only after we advised the customer of the same, did the customer – in fact – contact *** ****** ******* – who notated and closed the matter.
  
  There is no refusal of services or otherwise.  The customer would enjoy the full benefits of his extended warranty elsewhere.  If the customer did make a decision to cancel the remaining portion of the extended warranty – we would facilitate the same without question with ******.
  
  As always, please let me know if you have any questions.
  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a part a few weeks ago and it turned out to be the wrong one. I requested a week ago for a return label so I can get my money back , to get the right part. I’ve never received a return label from them and they insist on an email thread that they have. I’ve provided proof after proof that I haven’t and all I have received is a long email thread of back and forth on how to get a new return label. I’ve been nice about this whole ordeal until now. I am now being ignored. I need my part for my car. But I also need the money to get the right part for my car. No one is answering me and now I have a strong feeling a return won’t be happening into my account because of the unprofessional company that they run. I’m not one to complain but the part could have already been shipped back and my return could have been processed already. But they are refusing to resend the email or send me another return label. I’ve told them I’m about to ship it myself and then bill them the cost along with the return. This is ridiculous.

  

  Business response

  09/25/2023

  She ordered the wrong part. After going back and forth several times, she was told multiple times that we do not provide return labels for items ordered incorrectly (it is in our order policy as set forth on the website).  Notwithstanding,  we said we could do it as a one time courtesy for her. So we did that on the 19th. It has been a back an forth issue with her since the 19th.
  Her original order was on 8/24 and she notified us of her issue on 9/19.
  We have answered all of her emails and explained the policy to her every time she called. She only started contacting us about an issue on the 19th. A label was sent on the 19th, but she didn’t get it so it was voided, again on the 21st, again she said she didn’t get it so it was voided and tried again, then today she tells us she still hasn’t gotten it. So it was voided yet again and redone.
  We have verified her email several times as well as advised her to check all spam folders for it.
  As of right now she has not responded since this morning when she said she will look for it again.  It is clear we have made best efforts to assist her.  She needs to return the part to achieve credit.  We have even sent her 3 return labels.  
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 08-08-2023 To Whom It May Concern: I am writing to complain about problems I am having with KIA ***** *******, and in particular Premier Kia of ********* **. First, my 2015 *** ******* V6 engine seized due to no oil in the engine. The oil was changed regularly but the engine seized regularly. The warranty on the engine is still in effect. Premier Kia has agreed to replace the engine. Problems surfaced when Premier Kia took possession of my vehicle. My family has been required to wait until Kia decides to replace our damaged engine. We have received no notification of when our vehicle will be repaired and returned to us. This is continuing to cause undue hardship on myself, and my family. We are continuing to get unacceptable answers from Premier Kia as to the status of our vehicle. We were told by the Kia ***** ******* that we can rent a vehicle on our own and hope that we will be reimbursed. Kia offered reimbursement $40.00 per day only after application approval. Most of all car rental agencies’ rentals base cost is $75.00 per day for the smallest compact vehicle which will not accommodate our family. When contacting Premier Kia by phone at ###-###-####, the recorded greeting clearly states that a loaner vehicle will be provided while my vehicle is in for repair. Yet the dealer refuses to honor that statement. Germane information included: Vehicle listed at Premier Kia in wife’s name – **** **********, but *** ****** is the registered owner. Assigned case number: ********. Thank you for looking into this matter. *** ** ****** ###-###-#### *********************

  

  Business response

  08/10/2023

  The customer dropped off her vehicle at our dealership on July 10, 2023.   The vehicle has 95,033 miles.  It was brought in an engine "making noise" concern.  Our company diagnosed that the vehicle needed an engine replacement.  We immediately filed all repair paperwork with Kia ******* on July 11, 2023.  Kia approved our diagnosis and it was immediately ordered.

  The engine is on an ongoing backorder.   We have advised the customer accordingly.  There is no ETA on receipt of this motor.  We have continually advised the customer of this situation and have no further information to provide at this time.

  We have a limited loaner vehicle fleet and, those vehicles are fully committed to other individuals at this time.  The client did not purchase their vehicle from us originally.  

  This complaint is disappointing as we have made best efforts to resolve the situation and, everything that we have done has been completed in a rapid fashion.  We do not control the parts supply chain and there are no options at this time for alternative parts. 

  Loaner vehicles are prioritized for clients that have purchased vehicles from us first.  Should one become available - we will advise the client accordingly.

  Customer response

  08/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Thank you. We would like to just have documentation for whatever is going on with our vehicle. At this point, all we have is word of mouth that our engine is on its way. We have nothing explaining to us that our engine and parts are on backorder, nor do we any documentation giving us any type of Estimated Delivery Date. We had been assuming that there were some shipping delays. We have nothing in writing about anything. Lastly, our vehicle was purchased new, and has been brought to Premier Kia for practically all repairs for many years because it is near us. It does not matter where we purchased the vehicle. It is a Kia product and should be serviced by Kia dealerships.
    Lastly, the greeting citing loaner vehicles does not and should not express that customers are allowed loaner vehicles only if their vehicle was purchased at Premier Kia. Thank you for your attention to this matter.

  
  Regards,
  
  *** ******
  
  
  

  

  Business response

  08/11/2023

  Premier Kia has made every effort to accommodate the customer.  There is no parts availability in the country for the customer's vehicle.  The customer is welcome to call Kia America to discuss rental reimbursement - or, freely take their vehicle to another Kia retailer.  But, nobody in the United States has the part that we are waiting for.

  Customer response

  08/21/2023

  As the consumer, I am not finished with my complaint and requesting that this matter be reopened. Not sure of the reason for the haste to close this matter when absolutely nothing has been solved

   

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Kia vehicle was stolen from a grocery store on May 10th 2023. It was recovered and undrivable and towed to the KIA dealership to be repaired, as of today July 7th Kia has not called us or given us a estimated time when the car will be fixed. They will not return any phone calls my husband and I make to them. We have left messages for the Service Manager Don D******* and the General Manager Christopher. We are paying our monthly car payment to Kia yet they do not have the respect or courtesy to call us and let us know when the car will be ready, we need this car we are currently sharing one car its very difficult. Kia is treating us like the criminal when we are the victims. Can you please help us? Thank you

  

  Business response

  07/07/2023

  PREMIER KIA received the vehicle from the customer on 05/20/2023.  At that time, Premier Kia opened a claim and a case with the customer's insurance company.  Premier Kia adjudicated the claim and ordered the parts.  We have documented evidence from our system of calls outbound to the customer and other correspondence - all of which is recorded in our system.  We have also secured a supplement for additional damage above and beyond the original estimate.  The supplement was filed on 07/01/2023.   Premier Kia furthermore provided a letter to the customer for the Department of Motor Vehicles Emission Program on 06-24-2023.

  Unfortunately, Premier Kia cannot control the supply chain and the parts - due to significant demand - are on backorder.  Once the parts are received, we will make best efforts to complete the vehicle in a timely manner.

   

   

   

  Customer response

  07/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My parents purchased a used vehicle from here. They were told the vehicle had good brakes and new tires. The vehicle was just out of maintenance. Its a good price. I have been in the automotive industry for 7 years so I took a look at my shop to see how it was after my parents bought the vehicle as is. I was surprised to see that the rear brake calipers were seized and frozen brake pads stuck onto the guides. The oil pan is almost rusted through. Yes I have pictures. I called ******** *** got run around from department to department. Mangers dismissed my findings as it's okay to have this its in ct legal limits. The kbb value of the car was also overwhelming $2000 over kbb estimated. No one has called me back to do anything. The vehicle sat for months through ****** estimated in the report. Just spent $750 in parts alone so it can be driven with working parts and be safer to drive. Not including my labor. Would have costed $1500 or more if a outside auto shop was to be of service. I feel that this business took advantage and trust from my parents. Trying to make a quick sale on a car that was not moving fast enough.

  

  Business response

  12/12/2022

  Customer called this morning and expressed concern on an as-is vehicle.   Premier Kia invested over $1500 into the vehicle prior to delivery.   They claim to have an issue with brakes.  Their son replaced their brakes and they called us.   We had told them to bring the car in and we would look at it immediately - but, their son had already replaced the brakes.  The customer indicated that they spent $80 on parts and, we immediately offered to reimburse them for the $80.   We asked them to send the invoice over so we could process the reimbursement. 

  Customer response

  12/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: when I called ******** *** and spoke with the sales manager after being forwarded to 3 answering machines.His argument state was the vehicle was bought as is. He never offered to look at the vehicle or to bring the vehicle back. Just continue to argue over state limits of brake pads. Not considering the functionality of the calipers themselves not working. The money that was spent was $750 not the $80. 
  No one has contacted myself or my parents to resolve it. 
  Sincerely,
  
  ****** ******

  

  Business response

  12/12/2022

  The vehicle was sold "as is" under the laws of the State of Connecticut.  While that is the case, Premier Kia invested more than $1500+into the vehicle - including brand new tires.  So, if the brakes were determined to need replacement at the time of the safety inspection, they would have been replaced.  The customer was invited to have the brakes looked at but, made the determination to replace them absent that.  Notwithstanding all of that - the customer was invited to submit the bill for $80 as he indicated to Premier kia for reimbrsement.  The son is attempting to secure reimbursement far beyond the cost of the brakes.  As this matter was an as is car and Premier's legal liability is nothing - we have made best options to the customer to assist and are closing this matter.

  Customer response

  12/12/2022

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

*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. ↩