Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over 63 Days of stalling tactics, claiming my car was being worked on, Phil Smith KIA Service, Then tried to Claim my Perfectly ******************** Needed to be Replaced! Claiming falsified damage, that It did not have! The Car was then towed to another shop, where within only a few hours their mechanics, proved the engine to be perfectly normal! and all that was needed was a high pressure Fuel Pump. I have sent 2 emails to **** Smiths Service Manager, a ***** *. and he has ignored both of them! and I don't expect any reply, as they have no explanation for their actions!

  Customer response

  12/13/2024

  This is a bill from the shop that completed the honest repair! If you notice they Highlighted the Compression Values on all four engine cylinders! Indicating the engine is perfectly normal. They replaced the high pressure fuel pump which was the only Issue with my Car. This was all determined and completed in just a few days!

  Business response

  12/23/2024

  The customer brought his 2016 *** *** to the dealership on 10/30/24 with the concern of the check engine light being on and the vehicle making noises when driving. We were able to verify an active code P2191 system too lean at higher load, upon further diagnosis and testing, the low-pressure fuel pump has failed internally. I filed a claim with the customer's extended warranty company, Endurance. We were authorized to replace the low-pressure fuel at that time.After replacing the low-pressure fuel pump the vehicle was not running correctly, hesitating to start, and shutting off after starting. We then continued the diagnosis procedure for several days following trying to determine what the cause of failure was. There were no active, history, or pending codes after the installation of the fuel low pressure pump which was for us to see which system has failed. We were able to verify that the high-pressure fuel was not an issue by swapping Mr. ******** high pressure fuel pump for a known good high-pressure pump. There were also 3 other *** **** at our location at the time for other repairs that we were able to compare data with. After determining that all components in the fuel system were operating as designed, we moved forward with diagnosing the engine itself at no charge to the customer. We then started with a compression test to verify the integrity of the engine and found that cylinder #2 failed the compression test. The specification for this engine while performing a compression test is ****** psi and cylinder #2 was reading *****, which is well below the specifications.Cylinders 1,3, and 4 were all within spec at ******. We then proceeded to remove the intake manifold and valve cover for inspection. 
  
  During the inspection process, we found oil inside the intake manifold, which indicated there is an internal leak coming from the engine. The intake manifold is for allowing airflow to the cylinders of the engine and not a system that any fluids should be traveling through. See attached pictures. After the discovery of the intake manifold contamination, we were then able to determine that cylinder #2 has blow by due to worn piston rings causing oil to seep into the intake system. At that time with all the data and test that have been performed we were able to determine the engine has failed internally and required replacement. During our countless hours invested in the diagnosis of the customer's vehicle, we did not ask for any diagnostic fees to be authorized because we wanted to show him that he is a valuable customer even though he does not service his vehicle with us regularly. I then contacted his extended warranty once more to file a claim for engine failure/replacement. I relayed all test and findings to Endurance and waited for their reply. I was contacted by Endurance on 11/05/24 requesting his maintenance records to determine if the vehicle was regularly maintained or neglected. I informed the customer of the request and he stated that he did not have any records to provide because he does his own oil changes. I relayed the information to Endurance and was told that the claim could not move forward without maintenance records or proof or material purchase. 
  
  Once again, I spoke to the customer and urged him to please search high and low for any receipts he had available.He told me he could continue to search for but wasn't sure if he could find any documents to support his claim. We were more than patient and accommodating to the customer during this time while his vehicle was on our lot with no active repairs being made; the Dealership has a policy on every repair order stating that vehicles cannot stay immobilized on our property for more than 3 days or storage fees of $75.00 each day will accrue. The dealership service manager reached out again to Endurance to see if there was any exception that could be made in this instance due to his reasoning of financial hardship and him stating that he services his own vehicle and was denied because their policy stated that the customer must supply some type of documentation whether it be maintenance records or proof of supply purchase, to authorize engine replacement. I then informed the customer of the final decision and how he would like to proceed. He stated he would tow the vehicle and declined any further repair. The customer's vehicle was on the Dealership premises from 10/30/24 - 11/26/24 which for a total of 28 days. During that time, we never asked for any additional tear down time or storage fees despite all the time invested in the customer's vehicle. 

  Customer response

  12/27/2024

  More Information...The only difference in my original complaint, are the days the car was at their shop! I used the wrong date on their invoice, and miscalculated, the Car was there for 28 days! and in those 28 days their so called factory trained mechanics, could not diagnose a faulty High Pressure fuel pump! Which was the Actual Problem! In addition, they first told me the Compression tests were normal, then weeks later suddenly they were not normal! The garage that actually fixed the car, Said the compression tests, were not only Normal! but Outstandingly High! for a car of that mileage! (See Attachment for Proof) It took the second garage, only a few hours to diagnose what **** ********************** could not do in 28 Days! Plus determine my Whole Engine did not need replacement! I have been driving it for weeks now, and It is running like a NEW CAR! So how could my engine be WORN OUT!  Can Phil Smith KIA Explain that? They either employ Incompetent mechanics! or they were pulling a Fraudulent repair! Furthermore regarding their photos! 2 weeks before bringing the car to **** **********************, I personally dismantled and cleaned the Throttle body, that they depicted, and that is not my cars throttle body! Those Photos are of someone else's Car! or they have been manipulated!
  
  As I stated in my original Complaint, I had no reason to believe **** ********************** was deceiving me! but my Extended Warranty, was denying the Engine Replacement claim! and now! due to that 28 days in service, was demanding I pay another Monthly Premium! So in anger! and still believing I needed a New Engine! I Cancelled my Contract (after paying them $2,500.00 over 2 years! Now I'm left with No Warranty! and a $1,300.00 bill,that my **************** surely would have originally paid! All brought about by **** **********************s False Engine replacement claim! 
  
  In conclusion! Their ridiculous reply! To where they are attempting to make themselves look as though they had done nothing wrong! They spent 28 Days telling me my car would not even run! and then Finally perpetuated a $7000 Scam! to Replace a perfectly Good Engine! ...But they don't think they did anything wrong???

  Customer response

  12/27/2024

   
  Complaint: 22680216
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  The only difference in my original complaint, are the days the car was at their shop! I used the wrong date on their invoice, and miscalculated, the Car was there for 28 days! and in those 28 days their so called factory trained mechanics, could not diagnose a faulty High Pressure fuel pump! Which was the Actual Problem! In addition, they first told me the Compression tests were normal, then weeks later suddenly they were not normal! The garage that actually fixed the car, Said the compression tests, were not only Normal! but Outstandingly High! for a car of that mileage! (See Attachment for Proof) It took the second garage, only a few hours to diagnose what **** ********************** could not do in 28 Days! Plus determine my Whole Engine did not need replacement! I have been driving it for weeks now, and It is running like a NEW CAR! So how could my engine be WORN OUT!  Can Phil Smith KIA Explain that? They either employ Incompetent mechanics! or they were pulling a Fraudulent repair! Furthermore regarding their photos! 2 weeks before bringing the car to **** **********************, I personally dismantled and cleaned the Throttle body, that they depicted, and that is not my cars throttle body! Those Photos are of someone else's Car! or they have been manipulated!
  
  As I stated in my original Complaint, I had no reason to believe **** ********************** was deceiving me! but my Extended Warranty, was denying the Engine Replacement claim! and now! due to that 28 days in service, was demanding I pay another Monthly Premium! So in anger! and still believing I needed a New Engine! I Cancelled my Contract (after paying them $2,500.00 over 2 years! Now I'm left with No Warranty! and a $1,300.00 bill,that my **************** surely would have originally paid! All brought about by **** **********************s False Engine replacement claim! 
  
  In conclusion! Their ridiculous reply! To where they are attempting to make themselves look as though they had done nothing wrong! They spent 28 Days telling me my car would not even run! and then Finally perpetuated a $7000 Scam! to Replace a perfectly Good Engine! ...But they don't think they did anything wrong???

  Business response

  01/02/2025

  The Service Manager provided the following information:

  The customer's warranty company denied the claim because the customer kept no maintenance records as required by the contract, as he was working on his own car and had no proof. The extended warranty could have approved his repair if the customer would have provided the proper documentation.
  A compression test was done at the Dealership and the readings were found to be abnormal like our response states. The results on the other companies invoice were also high which the customer stated in his rejection response as well so they are not normal.
  The car was drivable when it came and when it left. Just because the customer can still drive his vehicle does not rule out the fact that the vehicle needs an engine. Time will show that. 
  We followed all the steps pursuant to best practices and provided accurate images of the vehicle engine, which were on his inspection sheet. The dealership also did not charge him for the diagnosis. His vehicle still has a high potential of engine failure if not addressed. The customer's claim that his car drives "like a NEW CAR" is irrelevant because it was always drivable. Based on the diagnostic tests, the vehicle needs an engine replacement.

  
  

  Business response

  01/02/2025

  The Service and Parts Director at the dealership provided additional information regarding this claim:

  Several issue I have with the invoice from the other mechanic and response from customer.
  
  The extended warranty company declined the repair for lack of maintenance records not because of technicians' diagnosis. This also contributed to the long down time waiting for oil change records.
  The picture provided by the dealership to the customer is of the vehicles intake manifold not the throttle body the customer supposedly cleaned himself.
  The compression reading on his invoice is way over normal. (minimum ****** standard 177.79)
  The shop who performed the repairs for the customer appears to have overcharged labor amount on pump installation and compression test.
   The shop who performed the repairs for the customer apparently did not change the "onetime use" of high-pressure fuel line making this repair a fire hazard.
  The engine replacement would have been covered by extended warranty company had the customer produced oil change records.
  More than likely the charges from the shop who performed the repairs for the high-pressure fuel pump along with tow would have been covered by his extended warranty company had the customer not cancelled the contract. 

   

   

  Customer response

  01/03/2025

  This is my Final reply! These people are Professional Liars! I continually called them over that 28 days, and they kept telling me, the Car would not Run! No matter what they did to it! Now he is trying to claim it would run! So why didn't they just give it back to me? with a warning of somethings going To Happen! They told me, the only thing they could do, is Install a New Engine for it to run normally!  Also the reason they were not charging me dismantling or storage charges, was because they knew full well what they were going to claim! and $7000 would have nicely made up for all of it! and finally the compression Tests on my vehicle, which they found significantly lower, than the honest garage did, First they told me the compression tests were normal! then 2 weeks later, they were not normal! the actual readings on my vehicle are 195 on two cylinders, and 200 on the others,which is not that unusual, for an engine with 115K mileage!  Plus No Smoke! No Overheating! No heavy oil consumption! And amazingly the other shop, in just 3 hours was able to replace the fuel pump, and the car is running perfectly!
  
  Their reply is nothing but an attempt to give validity to their Fraud! They're using the old "It's Gonna Happen Someday Ploy" From the moment, I DROVE my car, into their shop, and they told me the Car would no longer run! I suspected some Scam Immediately! "They obviously disconnected Something" The Mistake I made! was telling them, I had an extended Warranty! because, what that means to a corrupt auto repair is, We can pull off a $7000 repair and they the **************** will probably pay it! I'm done playing with these people! they're professionals at covering for themselves! I'm taking this where I should have, to begin with! the Broward Claims Court!

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/21/24, I spent over 6 hours at the Phil Smith Kia dealership negotiating a purchase. I left without buying; but a mile away, the salesman, ** ********* called me and asked me to return and speak with *** ****** the sales manager. I returned and purchased a vehicle suggested by *** ******* not the one I originally wanted. The vehicle was poorly detailed for delivery, and I departed the dealership at 6:30 PM. The following morning, 9/22/24, I washed the vehicle and noticed a large scratch running vertically on the windshield. It was easy to see in the bright sunlight but we had not seen at dusk the night before. I texted *** ******** about the scratch and texted him photos. He asked me to bring the vehicle in on 9/23/24. He contacted *** ****** who told him, Well take care of it. It is a matter of seeing it and diagnosing the solution. *** ******** texted me, We will make it right and take care of it.On 9/23/24, I returned to Phil Smith Kia. *** ****** was unavailable, but we spoke on the phone. I offered to return the vehicle and take back my 2022 Kia ******** tradein. He told me that wouldnt be necessary and said, we will make this right. Later, when I returned home *** ****** told me again on the phone that, we will make it right. But *** ****** refused to do anything and told ME to file a claim with MY insurance company to have it repaired. I requested he file a claim with Phil Smith Kias insurance, but he refused. With *** ******* refusal I had no choice but to file a claim with my insurance company. My insurance company told me that due to the length of the scratch the windshield was compromised, could not be repaired, andhad to be replaced. I had to utilize my insurance on 9/30/24 and the windshield replaced and re-calibrated which cost over $1300. I now have an insurance claim on my policy and an insurance claim on the vehicles Carfax report which will be a problem to sell or trade the vehicle.

  Business response

  10/21/2024

  I reviewed the matter with the dealership personnel who advised there was no evidence of a scratch on the windshield during the pre-delivery inspection or upon delivery to the customer.When the customer called back into the dealership after the sale to complain about the scratch, he was advised to bring it into the dealership so they could look at it to determine if / how it could be addressed.  Based on the inspection, the dealership advised that the best course was for the customer to report it to his insurance carrier. The dealership could not file a claim as the vehicle no longer belonged to the dealership.
  
  The General Manager has spoken with the Customer regarding how it could have mitigated his frustration and addressed the customers concern regarding any adverse action on the value of the vehicle. Even if the windshield replacement is noted on the CarFax it should have no impact on the vehicles value. Their conversation ended on a good note and the customer will communicate with the General Manager on any future issues.

  Customer response

  10/21/2024

   
  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. The General Manager of Phil Smith Kia contacted me and apologized for the way my issue had initially been handled by the dealership. He took action to alleviate my concerns regarding the Carfax report and also provided me with a service plan for my Kia.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello, I purchased a 2013 ************** on July 2nd 2023. I was never given a copy of the contract of purchase. I have asked numerous times for it, and I don't get a reply. I feel they don't want to provide it because I was overcharged for the car. I truly regret buying from Phil Smith Kia.Thank you.

  Business response

  04/02/2024

  I spoke with the Sales Manager for the customer's transaction, and he confirmed that it is standard practice to provide copies of all documents signed by the customer at the time of purchase. He reviewed communications from the customer in the Dealership system and there were several communications between the customer and the salesperson / sales manager, including one in January 2024, however the first request for a copy of the contract appears to be on March 9, 2024. I believe the salesperson responded to that request; however, I have pulled the deal file and will email copies of the transaction documents to the customer at the email on file.

  If she has any additional concerns or questions, she can reach out to the General Manager or Sales Manager for assistance.

  Customer response

  04/06/2024

  Dear BBB,

  Thank you assisting me. I still haven't received the email from Phil Smith Kia with the information they said they sent. I was I overcharged for the car, that's the reason they are not sending the contract I signed when I purchased the car. They say it's their policy to always provide copies of purchase agreements then why wasn't I given one at the time of purchase. I'm rejecting their response. I asked for it to be mailed not emailed. They have my address.

  Thank you,

  ************************;

   

   

  Customer response

  04/06/2024

   
  Complaint: 21447536
  
  I am rejecting this response because: I still haven't received the copy of the contract I signed. 
  
  Sincerely,
  
  *************************

  Business response

  04/11/2024

  The documents related to the purchase of her vehicle have been sent to Ms. ****** today, with my apologies for the delay, due to unforeseen circumstances.

   

   

  Business response

  04/11/2024

  The documents have been sent to the customer, with my apologies for the delay.

   

  Customer response

  04/14/2024

   
  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

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/21 I purchased a 2021 *** **** from Phil Smith Kia and after a grueling 6 hours ended up financing with *** instead of my own credit union and added gap and extended warranty I did NOT want. On 12/26 the ** removed the extra charges amounting to $3000. and gave me a copy of the cancellation form. On 1/5 I was at the Gold Coast ******************** to refinance and when they asked *** for a payoff amount, the $3000. was still included! We sent a fax of the cancellation form and were told it would take 2-3 business days to reflect the change. On 1/10 we were given the same payoff figure, still including the $3000. I spent hours on the phone with *** finance who told me the Dealership must PAY them that amount first. This makes no sense. They connected me with consumer protection, allegedly, but was really part of their company and ******** said she would investigate and get back to me. Five minutes later she got back to me, saying they have 8 weeks to comply. I need the refinance ASAP and am seriously depressed by this whole business.

  Business response

  01/12/2024

  The General Manager of the Dealership spoke with the Customer as soon as we received the complaint and provided her with a copy of the cancellation request that had been submitted when she requested it. The General Manager advised her that there as a process to be followed by the cancellation department of the warranty and GAP company, but that he would contact them to request the cancellation be expedited and the refund issued to her finance company. He gave the customer his cell number to contact with any additional concerns, and that he would follow up constantly until the process was finalized, and she would then be able to refinance as she desired.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Send a letter to Phil Smith Kia General Manager *************************** that was sent via **** Certified Tracking# ****-0710-5270-0491-6377-75 mail requesting some information pertaining to a purchased vehicle that was purchased under my business SunFun Solution LLC. That information being the following: 1. Copy of the Retail Installment Contract 2. Copy of the Arbitration Agreement 3. Copy of any other documents I signed that day 4. Downpayment Receipt

  Business response

  11/30/2023

  Due to privacy and identity verification issues, the Dealership can provide the requested copies to the Customer upon confirmation of identity. The Customer should contact the dealership to arrange for confirmation of identity, at which time the requested documents can be provided.  I will reach out to the customer to initiate the communication. 

  Business response

  11/30/2023

  The customer was notified via email on November 9, 2023 of the need to verify identity, however I received no response to that email.

  Customer response

  12/05/2023

   
  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,
  
  ***** Green

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

  Customer response

  12/05/2023

  Welcome to call me at ************ and I can arrange to come up there and see ontainjng this information. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 6th, I visited Phil Smith Kia to test drive a 2010 ******** GLK350. During the test drive, I identified an issue with the motor mounts. The dealership confirmed this issue and stated it would be fixed prior to releasing the car. May 10th, I returned to finalize paperwork and pickup the car. The idle was still rough due to poor motor mounts. May 11th, the motor mounts were to be replaced and ************************* was to deliver the vehicle to my house the following day. The dealership called and I spoke with multiple managers including ***************************** (Sales Manager). I believe the other individual was the *** but I don't recall the name. All stated that the motor mounts had been repaired, but the shake remained and ******** had to adjust the idle. They stated the easiest way to fix the issue was for the vehicle to be delivered to me, I would need to take it to a ******** ********** to be repaired, and they would reimburse me for whatever repair was needed to correct the rough idle. The ******** dealership confirmed only 1 of the 2 motor mounts was ever replaced. They confirmed this was the issue, but did not have enough in stock. They repaired the transmission mount, with little impact on the shake. June 3rd I brought two motor mounts from ******** to Phil Smith Kia so they could complete the repair. This was a favor to them to save them money on the repair cost. I spent over 6 hours in the dealership waiting for the repair. They also confirmed only 1 motor mount had been changed originally. I brought the receipt for the 2 motor mounts, which as agreed upon previously, would be reimbursed. Total to be reimbursed = $453.68. July 21st, after weeks of back and forth, and limited response, I informed ******* that I would be filing a complaint with the BBB. ***** (finance) stated the check for $453.68 would be sent out that day. Response from ***** has ceased.I have wasted countless hours of my time and have been very accommodating. I expect reimbursement.

  Customer response

  08/15/2023

  The business has provided with the compensation I was seeking. This complaint may now be closed. Thank you very much for your assistance.

  Business response

  08/17/2023

  The refund check was issued and sent to the customer.  There had been a miscommunication between the sales department and accounting which caused the delay. The dealership is very sorry for the delay in issuing the refund. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/9/23 I traded in my 2021 ********** Outlander PHEV for a 2023 ********** Outlander PHEV with **** miles on it. Before making a 276 mile trip I aske for a list of options/Additional equipment on the vehicle. I was sent a picture of the window sticker listing such items. We agreed on price and trade in value. We decided to make a mini vacation out of the trip and loaded up the 2021 4chairs, beach umbrella, cooler, 2 carry on luggage and pillows. Before arrival we were told the vehicle would be fully charged and detailed. Upon arrival we discovered the vehicle had just over **** miles on it, was not fully charged and was going to detail. We decided to continue with the purchase and while we waited (3 hrs) the salesman transferred all of out items out of the 2021 into the 2023. Upon returning home and unpacking all of the items, we discovered the tonneau cover was missing. This was on the list of options. I called several times, sent several text messages and emails to the salesman. After 6 days I get a response that maybe detailed took the tonneua out and that he would check. After 4 days and no response to my text and emails I called the manager. His response was it is a used car and just because I was sent a photo of the window sticker and they represented that these items were on the vehicle, there was no guarantee that they would actual be on the vehicle. I asked him to drop ship me a tonneua cover and he refused.

  Business response

  07/10/2023

  The customer purchased the vehicle used, "as-is" with no dealer warranty,and nothing additional promised. The window sticker reviewed by the customer was a "snapshot" of the vehicle when new, not a guarantee of any specific accessories present at the time of the Customer's purchase.

  However,the General Manager / Operating Partner of the Dealership has offered to provide a replacement tonneau cover to the customer, as a goodwill gesture. the Dealership will reach out to the customer to arrange for delivery of the item.  

  Customer response

  07/11/2023

   
  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.  Please delete the complaint.

  Thank you
  
  Sincerely,
  
  ************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They advertised a used VW Touraeg as $5,000 then add on another $2,000. They delivered after a supposed safety check with a check engine light on and a light indicating a light is out on. And a broken mirror and faulty hatchback lift hydraulics that I know of. It took six weeks to fix. Car conked out in their driveway on a scheduled appointment that they said was a mistake. Had to have it towed to VW dealer to fix. They were totally non responsive. The worst customer experience ever. No loaner car.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2015 ***** suburban from Phil Smith Kia on February 18 of 2022. After a couple of weeks I noticed whenever it rained the car would leak on the the driver side floor. I contacted the dealer several times before they finally reached back out to me. As time went on the leak got worse and it caused damage to the carpets. After going back-and-forth with Phil Smith Kia for 2 1/2 to 3 months they finally agreed to repair the car. I had to rent a vehicle for a week cost me $1000 and then pay for the repair of the leak which cost me another thousand dollars. after they repair the vehicle a couple of weeks later, I noticed the leak was still there and it was damaging the carpets further. I went back-and-forth with them for another month or so. Finally, I decide to take it to a ***** dealer who repaired the car for another thousand dollars. Also, I had to rent a car for another week while they repaired it that was another thousand dollars. I contacted Phil Smith Kia and went back-and-forth with them speaking to several people over the next several months and they finally sent me a check for $600 and some change. This only cover the part. Nothing else. On November 15 of 2022 my liftgate stopped working. The rear liftgate got stuck in the up position while I was loading luggage and heading to the airport. I had to contact someone to come and dismantle the hydraulics on the rear liftgate just to close the door so I can be dropped so I could drive it safely. I contacted Phil Smith Kia several times I spoke with someone in finance named Mayor and he said he would get back to me within a few hours. He never did Ive been calling and leaving messages for the past 2 to 3 weeks now and no one is returning my call. In fact, they are avoiding my calls. I need to get this resolved. I put $6000 cash down on this car and the cost of the car was $30,000. After financing Im going to be paying almost $45,000 for this vehicle. I believe they should take care of anything that was wrong with the car before they sold it to me. I believe they knew these issues were there and they did not address them before they sold me the car. I will be satisfied if they repair the vehicle, the liftgate and replace the carpet. Or they could just settle with me for nothing less than $10,000.

  Business response

  02/06/2023

  The customer purchased a 2015 Chevrolet Suburban (****** miles) on 2/18/22.  The transaction was an as-is transaction with no dealer warranty. The customer acknowledged having inspected the vehicle and accepting it as-is and had the option to have the vehicle inspected by a third party of his choice, before purchasing.
  
  Three months after his purchase, on May 19, 2022, he came to the Dealership with a concern that the drivers side door was allowing water to get in. It appears the vehicle was returned to him that same day, after a multi-point inspection and oil change were completed. The dealership was unable to duplicate the concern (a leak) and the customer mentioned that he had someone else fix it. 

  He brought the vehicle in again on 6/10/22 with a request to have an antenna installed where it appears the vehicle was kept until 6/17/22. On or about October 10, 2022, the Dealership issued a refund in the amount of $600, the cost of the labor, representing a goodwill refund. 
  
  The customer did not provide any invoices or other evidence of the repairs at another dealership or the rental vehicle costs with this complaint, and to the best of my knowledge he has not presented any such evidence to the dealership.
  
  With respect to the liftgate,again this is nine months after an as-is sale from February 2022 where it appears the liftgate was working until November 15, 2022.  I dont see that the dealership has any liability or responsibility to address any issues.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife purchased a new car from this dealer. miles the cover for the gas cap fell off the car. nothing hi the car or the cover. it fell off whenhe pushed it as required to open it. The car is sold with a "bumper to bumpder warrany" a claim was ********************* pushing on h cove is considered an 'outsidd influene. Clearly it is a defective part and should be replaced

  Business response

  11/21/2022

  When the customer brought the vehicle to the dealership, the Service Manage determined that it apparently the customer had tried to force open the gas cover and physically broke it off, which is not a warrantable repair, per the manufacturer.

  The operating partner of the dealership has contacted the manufacturer to see if we can get some assistance for the customer to resolve their concerns.  The customer should contact the dealership to work out a mutually agreeable resolution.

*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. ↩