Complaints

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally brought my vehicle in for warranty repair on September 9th 2024. It took them till the 27th to verify the warranty, and then I was told that the repairs would be completed in about 1 week to 2 weeks on the outside. It has now been close to 8 weeks and not only was I now told that part was on backorder but also that they have no ETA. During all of this I lost use of my daily driving vehicle. At this point Id be open for a replacement vehicle.

  Business response

  11/27/2024

  Mr. ****************** provide some clarity to your email; there have been many elements that have contributed to the extensive timeline that both you and our facility have been asked to endure.
  
  September 12th_ our technician completed the diagnostics and has concluded that the engine would need replacement due to internal failure. One of your text messages to my Service Advisor indicated that you did not neglect or abuse your vehicle; if that were the case, this process would have went very differently.  As you might remember, the next step in the process was to call the extended warranty and start the process for authorization. In that process, the extended warranty dispatched an inspector.This is common practice once a claim reaches a certain cost threshold.
  
  September 18th_ The inspector came out to gather all data required for the case file. He instructed the advisor within 72hrs we will have a reply from the extended warranty company for claim approval or denied. In the meanwhile, we do not order parts until we have a confirmed method of payment or entity to payment.
  
  September 25th_My service advisor has not received any communication from the extended warranty company; he decided to call and was told that an authorization has not been approved as of yet.
  
  September 26th_Service Advisor called again and was told to follow up next day
  September 27th_ Service Advisor received authorization and order all parts required for replacement. The engine replacement is on backorder. Backorder does not supply any timeline until *** has a projected date range of release. This, unfortunately, puts everybody in a holding status.
  
  November 26th_ without any notification from **** Engine was shipped 5 days prior and received. The vehicle priority was immediately escalated to Top Priority dispatching and is currently in our shop,with the technician, having the engine replaced.
  
  In 99% all other cases; that do not involve an external warranty authorization process; we warn our customers that 6-8 weeks is a normal timeline for engine replacement. . Remember we had a hurricane come thru ******* and that pushed everybodys timelines backwards for a couple of days.
  
  Kia Consumer Affairs would not have any impact on assisting you due largely in fact that your vehicle was not within factory warranty and the repair cost was getting handled by an external contract.
  
  So, as you could now recognize a little more clearly that Ed Voyles Kia of Chamblee did not delay or Back-Burner your vehicle. All parties were affected by the Extended warranty company, back-ordered engine and a hurricane. We absolutely share your frustration equally. The last thing we want is to have any vehicle here for 2 months for any reason.
  
  If all goes well, without any unforeseen delays (additional parts orders, etc); we expect to have your vehicle completed no later than Wednesday Dec 4th. The only cost to you would be the $100 deductible from the Extended Warranty contract and any other service repairs authorized previously.
  
  Thank you very much for reaching out and Im happy to have helped clear up and gaps for understanding the extended timeline. As for the other names attached to your original send-out; I excluded them only due to the fact that they would have zero impact or involvement in a service related case.
  
  Enjoy your holiday and Happy Thanksgiving;
  
  
  ***** ******
  Parts & Service Director
  Ed Voyles *************************************************************************************** GA  30341
  

  Customer response

  11/27/2024

   
  Complaint: 22582617
  
  I am rejecting this response because;

  This is a copy and paste of an email sent this morning which while addresses the delay it does not make right the fact I was lied to and that there was such a long delay and *** did nothing to help knowing this is my daily driver.

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

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally express my deep disappointment with the recent experience (11/9/2024) I had at your service department while attempting to complete the 16,000-mile recall on my vehicle. This experience was not only frustrating but also revealed a lack of professional courtesy and effective communication from your staff, which is far from the standard of service your dealership promotes.Upon arriving for my scheduled appointment, I was informed that the necessary part was on backorder and that my vehicle could not be serviced. I find it unacceptable that I was not informed of this issue ahead of my appointment, especially since the service department was already aware of the part's availability status. This oversight caused significant inconvenience, nearly resulting in me renting a car unnecessarily, which would have been an added expense and disruption to my workday. I believe that a simple, proactive communication from your team could have easily prevented this.Moreover, when I voiced my concerns to the Assistant Manager, Mr. ****** ********, I was met with an attitude of indifference. Mr. ******** showed no remorse for the inconvenience caused, nor did he offer any alternative solutions or assurances that this issue would be addressed for future appointments. His lack of empathy and failure to provide any practical resolution left me feeling disregarded and frustrated. Given this experience, I left questioning my decision to purchase my 2024 EV9 from Ed Voyles **** as this is not the level of service I anticipated when choosing your dealership.I trust that my feedback will be taken seriously and that steps will be taken to prevent such situations from happening in the future. I hope that your team can take the necessary actions to improve communication and customer service standards to better reflect the values you advertise.

  Business response

  11/22/2024

  Apologies to customer for lack of/poor communication.  *********** manager, ***** ******, reached out to customer and cleared up any miscommunication regarding recalls and parts orders.  He went on to invite customer bad to store to complete here ****** mile service.  Completed and complimentary.

   

   

   

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an **** 2013 into the 3rd month the car starting having issues. The car was taken to **** to be fixed. The repairs are now up to ****** the value for the car. I have spoken to the manager of the dealership and ***** says he will appraise the vehicle and re run my credit for another vehicle. I paid 2500 down the total *****. He offered no assistance. He states the car went through their inspection. I find that hard to believe, given the car needs all this work done to it. I also found out the car was in an accident after the purchase and me going back for help after the car went to the **** shop. The owner has yet responded or even reach out to me about the problem. I have sent emails and made phone calls. I dont have money to be coming out my pocket to fix this vehicle. Who does a consumer like this. I did not buy from a buy here pay here. I bought from what I thought was a reputable dealership.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Back in February 24 I took my car to the *** ********** bc my check engine light came on. After they did their initial troubleshooting it was determined that the engine needed to be replaced. The ********** had me pay $1100 and *** would cover the rest to get my engine replaced. Here we are in June my case manager from *** corporate can not ever get a hold of anyone at this ********** and neither can I. As I'm typing this message, *** already had to call the ********** several times just to figure out my vehicle's status. They said originally the engine was on back order then they sent a message stating they had the engine but I cant reach anyone to tell me if my car is ready for pickup. To be honest I dont understand why I even had to pay $1100 when the vehicle is 2020. They are the most unprofessional company I've ever seen and I will never do business with them again. The ** and the Service Managers are a joke they never answer and they never respond to voicemail.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *** advertised that if you reserve a *** *** that you would recieve a gift package at the time of purchase or lease. The Ed Voyles dealership used the reservation as a way to apply pressure to make a rushed purchasing decision and as a bargaining tool. There were no stipulations that the purchase had to be made at a particular dealership. When I made the decision that I do not want to do business with Ed Voyles Kia of Chamblee, they told me that if I do not buy from them that they will cancel my reservation. I purchased the vehicle one month later at a different dealership and *** *** will not honor the gift package that they advertised despite fulfilling all the obligations.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have *** ********* 2020. Navigation in the car will stop working couple minutes after any journey starts. On November 27 I got car to the Ed Voyles *** for repairs. Later I got informed that I need to replace battery. I agreed and on Wednesday November 29 I picked a car and paid more than 700$. However later I've discovered that navigation is still not working. Today I received a survey in the mail of the level of service by repairs shop. I rated it 0. Couple minutes ago I received SMS from manager *************) that I am not welcomed in this shop anymore. I still want my car fixed. As it is hard for my wife to drive around without navigation.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *** of Chamblee had had my car since 10/30. They stated that the parts for my car were released on 11/22 and I would be back in my vehicle by 12/2. They now state that the parts are back on NATIONAL BACKORDER & that they now have no date as to when it will be released. I was told to come and tow my car to another dealership if I was not satisfied with the service and I told them to tow it bc Im not paying another dime and the phone was hung up in my face. I have spent over ***** in rental car expenses with no date on when I will get my car back that I am still paying for.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date my car was brought in to Ed Voyles *** for service 05/16/2013. I requested an update on car repair (display monitor for the Head Unit) but did not receive a call-back. On 6/14/2023 I went in to dealership to pick up my car and at that time was informed they were still waiting for the display monitor, I paid $2,092.57 plus tax, for Head Unit Display Monitor (part # ******R105) and was told I would get a call. I was not informed that item was on backorder just that they were waiting for delivery. In good faith I paid for the Display Monitor thinking that It was be delivered to them within a week or two but as of today's date the last communication I have had from Ed Voyles *** was August 31, 2013. I have no tracking number just invoice # ****** and the name ********************* - ****

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a complete protection agreement sold to me ****, the finance manager, and have been trying to cancel the agreement for 5 weeks. I contacted the warranty company and have my contract that states that I can cancel the agreement at any time. *** of Chamblee is supposed to issue a check to the warranty company and they will cancel the agreement but I have not been successful with getting the contract canceled, every time I call I am hung up on or told to leave a message. I also sent emails of my request to **** but have not received any response. I only want to cancel the complete protection agreement.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  It happened on October 28th, 2022 I got a mail saying that i am due for my recall, called to Kia ********** in Chamblee Dunwoody to make an appointment. Took my car to the Kia **********, they kept me for 6 hours, saying they were working on my car. After 6 hours ********************* who was helping me said my car was ready. He signed the customer statement of problem paper where it clearly showed: 1. Engine Inspect/Test/Repair - performed 2. Break Line Inspect/Replace - performed 3. Performed Battery check - passed 4. Multipoint Inspection - completed After that he asked me to sign that paper, i asked him couple times if my engine and break line were inspected and if everything is OK. He said: "yes ma'am, if something is wrong it's my job to tell you what's wrong" I said ok and signed the same paper he signed. I went home after 5 minutes ****** called me and he said:" ma'am is there any other day that you can bring your car, we have to perform Engine Inspect and Break Line Inspect" I said i just brought my car from your ********** and you signed the paper and told me everything was done" ****** said:"no ma'am nothing was done"I was so mad and drove back to see his manager another big liar, whose name was *********************** a service director big time liar. I asked him what's going on, that's not acceptable to sign the paper where it shows everything was performed when nothing was done. I said it's a lawsuit, he said it was not a lawsuit, that i can call wherever i want to call, that it was a miscommunication. He didnt even try to resolve the problem or make it right. But i know it was not a miscommunication. They lie and cheat people all the time, for them lying is the normal thing to do. They may say things were performed and sign the paper falsely when nothing actually done. I asked ***** to write me down the corporate number, he boldly put a wrong number again with his handwriting saying that was a corporate, on the way home i am calling the number he gave me:

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