Complaints

• Initial Complaint

  01/26/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a car from this dealership on 1/24/2025 and when everything was all said and done, the dealership sold me a car that wasn't the car I test drove and negotiated for. I confronted the sales manager **** ***** the next day, and at first, he offered to negotiate. I stated I wanted a refund and he said no. he also stated on the paperwork that I submitted that the *********** contract was a ******* credit I received and you can clearly see its a charge. I was lead to believe I was purchasing the car I test drove. After purchasing, the sticker was off the car I bought and in the glove box. When I checked the sticker in the glove box when I got home, It was a different car sticker with a different price. I didnt have the car for longer that 24 hours after trying to return it. only miles added on the car was my drive to and from thedealership.

  Business response

  01/28/2025

  I would like to share the facts in this unfounded complaint and address the inaccuracies provided.
  
  **** took delivery of 2024 Kia ********* on 1-24-2025.  Vin# *****************.  (I have also included the window sticker of purchased *********.)  MSRP of ********* was $54,500.  Customer paid $53,011.73, which is a discount of $1,488.27.  Customer choose to include in her loan an **************** Contract (Doc4) for ******* miles and or 120 months for $2,500.  She refers to $2,500 being a debit instead of a credit.  Purchasing an extended service contract with any dealer in the world would equal a debit as there is a cost associated with said purchase.  Customer also received $1,500 incentive which also is reflected in her paperwork.  Customer even in her texts state a finance rate of 6.5%.  Customer was signed on law contract at 5.5% instead.
  
  Facts are clearly shown and signed legal documents presented that customer purchased a New 2024 Kia ********* at a discount with all applicable incentives given to customer and lower finance rate than initially presented.  No example or nefarious act occurred by any employee at Southlake Kia.  Customer signed multiple exact same documents referred to exact Vin# to which customer took possession of. 

  We take great pride in being transparent and clear with the transactions that occur with our customers.  I truly am sorry this transaction has turned into something so perplexing and misunderstood.  We sold the New Kia ********* in good faith with a discount.  We did not switch any vehicle with customer nor transacted any part of this purchase in a nefarious way.   

  I have also included a text from customer on 1-23-25 at ******* stating she did not want any demos.  At time of purchase we had ONLY 2 white Kia ********* Prestige's.  1 of which was a demo with ***** miles which she did not obviously buy.  Why would we have switched her into a non-demo from a demo which she clearly stated she would not purchase?   

   

  Customer response

  01/29/2025

   I am rejecting this response because: Said issues area not addressed. I'm not denying that I have this car with said vin number in possession and that all the paperwork is signed for that vehicle. I am saying that the sticker price on the car I test drove was over 57k with dealer add-ons. on of which is the 7 year extended coating that was included in the sticker price just as clear at the charge for the paint is. I had to purchase the car the next day and at some point between the test drive on 1/24/2025 and 1/25/2025, the sticker price on the car had conveniently changed to 54,5k. It was less that 24 hours in my possession when I had realized the price difference and attempted to return the vehicle. So again, either the dealer swapped the car for a model that did not have the 7 year extended coating add on totaling over 1800 in addition and other dealer addons, for a vehicle with no dealer add-ons; Or ****** advertised the vehicle in the first place saying it had dealer addons and that's why the price was higher when it really had no addons. 

  Also, to clarify, I am fully aware there is a charge for the added on extended warrantee I had purchased but you might want to let the sales Manager **** aware of that on the paperwork. **** is the one who told me it was a credit. My immediate response was where?? That's a charge! and He stated I still got a good deal. So apparently the sales manager at that store is unaware of how the paperwork is broken down for a customer to call out an obvious and large oversight.  

    We wanted to be enjoying our new family vehicle which is perfect for our family.  It's very disappointing and disheartening to know that we were taken advantage of and mislead so intently and taken advantage of because we weren't able to purchase the car the same day of negotiations due to our girls. 2 clear obvious different sticker prices deserves an explination.

  
  

  Business response

  01/30/2025

  You can reject my response all you would like.   Legally we did absolutely nothing wrong.  Your dispute is unfounded.  We at time of purchase and days prior had 2 2024 ******************************* (I have included the **** factory sticker to both).  You purchased a 2024 ********* with **** of $54,500.  The ONLY other in stock white 2024 Kia ********* had a **** of $54,910 AND was a demo with miles that you specifically stated you would not purchase because it was a demo.  You did not buy any items extra nor charged for anything extra other than the extended service plan for $2,500 you chose.  You did not over pay for the new vehicle and actually received a discount. 

  Your consistent debate has been we somehow switched *********s on you.  You stated in message's with our staff you would not purchase a demo to which you did not.  You paid less than the White ********* with miles on it.  The same exact year and model.  In your statement below if you would like to pay for the added dealer add-ons of 7-year extended coating I am more than happy to charge you the additional.  It is an add on.  NOT an add on by the factory.  You were NOT charged for this option.  The sticker prices to both vehicles are attached in this response.  So if you would like the Xzilon paint protection added to the ********* you purchased I am more than happy to either charge you for it, which is your complaint or give it to you at no cost.  AGAIN the sticker price is the factory sticker price. We nor anyone else can modify this.  Dealers can add options to it but that increases the sales price to which you were never charged extra for.  

   

  Customer response

  02/02/2025

   I am rejecting this response because:
  Attached it the sticker price of the car I test drove. the car I TEST DROVE has a vin # of *****************, WITH A STICKER PRICE OF ******. THIS IS THE CAR I WAS LED TO BELIEVE I WAS NEGOTIATING FOR!! ****, you are claiming that the dealer ship only had 2 white *** tellurides with black interior. Vin Number ***************** (THE CAR THAT WAS SOLD TO ME) with a sticker price of ****** and ***************** which is the demo with a sticker price of 54,910.  I clearly stated I did not want a demo. Since you clearly stated that you only had 2 white *** tellurides repeatedly, where did the car that I test drove (vin stated above) go?? My claim is founded and valid. Again, I closed the deal the next day so there was plenty of time to trade or whatever the manager at the *** is Southlake did, but regardless, it is NOT the car I negotiated for. This claim is biased on principle, not cost. I don't care if I got an "amazing deal" Fraud is Fraud.  

  Also, don't forget the issue that the Sales manager **** clearly isn't aware of the paperwork details as again he still claimed that the *********** charge of 2500 was a credit (HIS WORDS) and I corrected him as to it being a charge. 

  This car we planned on keeping until we ran it into the ground. This issue is not one that I want to be wasting my time with, but here we are. 

   

  
  

  Business response

  02/03/2025

  Again this is redundant.   You may have test drove the Telluride you state BUT you purchased a Telluride on 1/24/2025.  The telluride you test drove was sold on 1/16/2025.  Also that Telluride you test drove had ***** miles on it and was a demo.  We do not hold vehicles.  You purchased days later and the day you purchased your Telluride the one you test drove was already sold.  ALSO you state an incorrect MSRP.  I have included the factory MSRP which was $54,500, same as the one you bought.  You keep referring to the dealer add-ons which you did not purchase.  I am more than happy to charge you additional.  You are incorrect on the "facts".  Also referring to us as frauds and slandering us.  We have no choice but to respond factually to your statement's all over all the social media sites you posted.  You factually bought a New Telluride that was not a demo. The facts are the day you purchased your Telluride we had 2 white ones in stock.  1 you bought and the other that was a demo to which you state multiple times you would not purchase a demo.  We can only respond factually and honestly to all the statement's you continue to make.  No-one "Switched" Tellurides on you.  You bought the ONLY available White non-demo Telluride on 1/24/2025.  You paid LESS than the factory MSRP.  If you would like to purchase additional add-ons, such as Xzilon for $1,895 we are more than happy to contractually sell that additional add-on for you. 

  We have all the legal contractual document's from your Telluride you signed and took delivery of as well as any others in stock or previously sold before you purchased yours.  We will absolutely not entertain further slanderous statements from you or non factual online statements.  We have no further consistent same responses over and over from your ill-found complaints.  We have responded factually and found nothing substantially inaccurate with your purchase.      

  Customer response

  02/07/2025

  Stating what my car shopping experience with *** of Southlake is not slander! I am stating my experience and what was done to me and hope it will be a warning for future car shoppers to PAY attention to that sticker price!! AGAIN, I was led to believe I was buying a car with dealer add-on already on it, like so on the STICKER PRICE, not the **** price. Which the STICKER price stated the extra coating worth ***** WAS ALREADY ON THE CAR! and the car that was sold to me DID NOT INCLUDE THE COATING! I don't know how many times I have to state this to you ****. And I'm sure you had plenty of time to have all your paperwork match, but I know exactly what I saw and so do others that were car shopping with me that day. My experience is not slanderous in nature. Even the representative at *** corporate, (I filed a complaint with them also about *** of Southlake) stated it sounded like *** of Southlake put me in a car that better suited our negotiations. Are you going to accuse *** corporate of slander also? This is biased on principle and will continue to have others be aware of my car shopping experience since your company is refusing to do anything to rectify the situation. There is nothing false about my experience. No response form you is required ****. 

  Also address the issue that your manager **** who EITHER lies to people and tells them they are getting a credit or is completely unaware of your paperwork. In case you forgot, **** stated the *** Contract charge of 2500 was a credit and I corrected him and pointed out to him that it was a charge.

  
  

• Initial Complaint

  12/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Southlake Kia is holding my car and charging my an unauthorized charge of $80 to get it back because I refused the $165 diagnostic fee and want to take my car to another location that does not charge a diagnostic fee.I simply want to have my car towed to another location but they refuse to release it without paying $80 while having completed zero repairs and without my consent or authorization of any fees.They were up front if I wanted my car diagnosed it would be $165 for a diagnostic fee. I refused and now they are retroactively charging me $80 for me to get my car. This is the definition of extortion.I simply want my car back. Please help

  Business response

  12/16/2023

  ************** had his vehicle towed into our facility for repair diagnosis. ************** was never physically present at our facility. The was a misunderstanding about our diagnosis fee when communicating via telephone. Typically after diagnosis, if a customer declines repair, an industry standard diagnosis fee is charged. If ************** would have proceeded with repairs, no diagnosis fee would be applied. ************** disagreed with the fee and we immediately waived the fee same day and coordinated a pick up with  with a third party tow company. We consider this matter closed with both parties in agreement and wish ************** well with his future repairs. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Horrible dealership, will lie to you and use sleezy sales tactics. Had the unfortunate experience of dealing with *****, who was unresponsive and will miss scheduled calls to the point where I had to intitiate calls regarding updates on the status of a car, then lie to the manager about bounced calls (lol). This dealership will tell you a deposit (mine was $500) is fully refundable, then go back on their word even when offered evidence. During discussions, their sales manager will hover over you while you try to have a conversation with your bank, not very professional or respectful.If you decide to go with another dealership (you should), and ask for the refundable deposit back, the manager will come around and say "that ain't happening". The salesman will then try to use "pending" initials (initials in a blank box the rep **** up in a blank space on a financing/loan options sheet) that he articulated was "non-binding" at the time of discussions, to try and coerce the purchase. When we decided to not go through with this purchase due to pricing, the salesman threatened us and pointed to the initials, and said "look at the "signatures", we'll see what we can do about that!" (funny guy!) Thankfully, I had proof of a phone call where the salesman said that the deposit was not binding and can be refunded for *any* reason, and upon hearing of this all the sales manager could say was "I would never have said that".I am still trying to complete a dispute with my card company regarding the $500 deposit, so if you want to hold them accountable to "refundable deposits", make sure to use a reputable card issuer like Amex. Ultimately, their practices when you don't go along with everything they say is sleezy, and at times legally gray (refusing to issue refunds, lies, and tactics where they use "pending initials" against you to get you to buy a car).If I could get this refund dealt with through BBB, that would be great.

  Business response

  12/07/2023

  I am awaiting response from customer for refund of his deposit.  Nobody in upper management knew anything about this nor was it brought to our attention.   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off for recall work and possibly a transmission replacement, about 8 months ago the dealer towed the car I left in their possession with an open recall work order not completed. I have had car work done there before, they had all my information on file including contact information. They decided to have my car towed off the lot and then destroyed by a towing company eithout a single attempt to contact me or ask me to pick my car up off the dealer lot. Not a single contact attempt was made from them. When I spoke to the service manager they told me I cant prove they didnt try to contact me but he offered no proof they did either. They still have an open work ticket on the vehicle so Im not sure why they didnt complete the work and call me to get my car at any point. So I have a title for a car but no vehicle anymore and they refuse to return phone calls or work with me on coming up with a resolution to this matter.

  Business response

  12/07/2023

  *** the Service Director spoke to *********************** on December 1st at approx 3:00 pm and agreed upon a settlement of $750 and **** ************** for the check.  We submitted check to owner to sign on 12-5-2023 and should have back anyday.   Will respond tomorrow 12-8-2023 with further notes.   

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Southlake Kia sold me a 2018 GMC Terrain 47 days ago without having the title in hand. I went to plate the vehicle when the dealer plates expired and was told they haven't done the title paperwork only to call the dealership and be told by the title clerk there is no title. their only fix for me was that they would pay any infractions that occurred.100% ILLEGAL

  Business response

  05/31/2023

  Issue arose when ** Financial did not provide Lien Release to major lender which held title when we paid off the vehicle properly.  We have received the Lien Release and filed for duplicate title.  We sincerely apologize for the inconvenience ************************ has endured and I am more than happy to speak directly with her.  ******************* Director *********************************** or ************.  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bad customer practice. I purchased a suv from this company. They added extra stuff to the car to up the price . I asked for all the stuff to be removed. I signed the paperwork to remove these warranties and add on and its been over a week and they still have not removed these items.

  Business response

  05/01/2023

  We addressed ************************ concern and tho agreed to Additional Protections at time of purchase we have re-signed paperwork with her on 4-29-23 and removed any Protections at her request.  Newly signed paperwork dated 4-29-23 has been processed with Lender.  

*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. ↩