Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 Infinity on Oct 17, 2024. It was a fresh trade so they told me that I couldn't take it home that day that it needed to be checked completely out and fix any problems that they find and service it. It took almost a week to get the vehicle back with a bunch of run around including "Oh by the way, the mechanic was in a car wreck so it would be longer getting the car ". When it was finally done and they called me to come get it, it ran perfect for about a week but then the transmission started slipping and the windshield washer fluid light came on ( that told me that they did not service it like they should have.) Made an appointment and took it to them to get it put on the machine so that it can tell us what is wrong. They said the transmission is shot and that just happens sometimes. If they would have put it on the Machine when they was supposed to, it would have told them the transmission was bad. I looked on the car fax report and it says nothing about them putting it on the machine. I believe they sold me a lemon and I have spoken to them several times about fixing it but they are not willing to correct their wrong. This is bad business and I am hoping someone can help. No one deserves to pay thousands of dollars to have this happen.

  Business response

  01/04/2025

  
  January 4, 2025

   
  Better Business Bureau
  Serving Eastern & ****************** & *****************
  ***************************
  ************************

  
  RE: Complaint ID ******** ****** ****

  
  Dear BBB Dispute Resolution Department,
  

  Thank you for providing us with the opportunity to respond to Mr. ****** ***** concerns regarding his recent vehicle purchase from Roper Kia. Below, we will address the details of the situation and provide an explanation of our position and actions.
  

  Customers Concern Summary
  Mr. **** purchased a 2014 Infiniti on October 17, 2024, which was sold as-is with over ******* miles. He mentions concerns with the transmission and windshield washer fluid levels shortly after delivery and asserts that the issues could have been detected earlier with different inspections. He is seeking repairs as the desired resolution.

  
  Our Perspective
  At the time of purchase, the following was communicated and documented:
  

  1. Vehicle Condition Disclosure:
  The vehicle was explicitly sold as-is, a standard practice for vehicles with over ******* miles. The We Owe agreement, signed by Mr. ***** clearly states that the vehicle was sold in its present condition with no further promises, verbal or written. A copy of this agreement is provided for reference.
  

  2. Warranty Declined:
  Mr. **** was offered the opportunity to purchase an extended vehicle service contract (VSC) to cover potential repair costs. He declined this additional coverage and instead elected to purchase only ************** Documentation of his declination will also be provided.
  

  3. Inspection Prior to Delivery:
  The vehicle underwent a pre-delivery inspection by our team before being made available to Mr. ***** While every effort is made to identify major mechanical issues, used vehicles sold as-is inherently carry the potential for future repairs, which is why extended warranties are offered as an option.
  

  4. Post-Sale Communication:
  Upon learning of the transmission issue, Mr. **** contacted us. While we sympathize with his situation, the sale terms and the as-is status of the vehicle, coupled with his decision to decline warranty coverage, mean that repairs are the responsibility of the owner.
  

  Conclusion

  We understand that unexpected repairs can be frustrating, particularly when they occur shortly after a significant purchase. However, the vehicles as-is sale, documented acceptance of terms, and decline of optional warranty coverage make us unable to offer a repair at no cost.
  

  We remain committed to maintaining transparency in our sales process and encourage customers to consider extended coverage for additional peace of mind. If Mr. **** would like assistance exploring repair options, we are happy to recommend local service providers or discuss potential discounts on future service needs.
  

  Thank you for facilitating communication between Roper Kia and Mr. ***** Please let us know if any further documentation is required to support our response.
  

  Sincerely,
  ****** ******
  Director of Operations
  Roper Kia
  **********************************************************************************
  P: ************ | E: ********************************************************************

  Business response

  01/04/2025

  Supporting documents uploaded.

  Business response

  01/06/2025

  Hi there!

  Our response was included in the 1/4/25 message shortly before the attachments were sent.

  Customer response

  01/13/2025

  Complaint: 22764270
  
  I have reviewed the business' response and am rejecting it because:
  
  The fact of the matter is, I believe they( roper Kia) did not do a complete inspection and if they had, they would have found that the infinity has a bad transmission. I have the print out of the inspection that they said they did. There are several things mentioned on it that that they were going to fix or replace and it was not done. I think because it was a fresh trade it was not checked out completely and was rushed through even though they had it for around a week. I understand that it has a lot of miles and I did not get the extended warranty but again, the point is, the infinity was not inspected or looked at thoroughly therefore it was sold to me with a bad transmission. I just want roper Kia to take responsibility and do what is right. Like they say they are Dealer for the people
  Sincerely,
  
  ****** ****

  Business response

  01/14/2025

  Dear BBB Dispute Resolution Department,

  Thank you for providing us with Mr. ****** ***** recent feedback regarding his purchase of a 2014 Infiniti from Roper Kia. We value the opportunity to address his concerns and would like to respond in detail to the points he raised.

  Inspection Process

  The vehicle underwent a complete pre-delivery inspection prior to being made available for sale. Specifically, a full used car check-in inspection was conducted between October 19 and October 28, 2024, following the same rigorous process applied to all vehicles in our inventory. This inspection did not indicate any issues with the transmission at that time. Had any such issues been identified during our review, they would have been documented and addressed.

  Vehicle Condition and Sale Terms

  As we stated previously, the vehicle was sold as-is, which was clearly communicated to Mr. **** and acknowledged through the signed We Owe agreement. While we understand his disappointment, the as-is sale inherently carries certain risks, and it is why we provide the option to purchase an extended vehicle service contract (VSC). Mr. **** declined this option during the purchase process. Its cases like this where this product is specifically designed. When declined, the guest accepts full responsibility of the risk.

  Commitment to Transparency

  While we sympathize with Mr. ***** frustrations regarding his vehicles current condition, we must reiterate that all inspection processes were followed as per our standard protocol, and no transmission issues were detected at the time of sale. We respectfully stand by the position outlined in our initial response: repairs or replacements for issues arising post-sale are the responsibility of the vehicles owner.

  Conclusion

  We are proud to stand by our values as a Dealer for the People and maintain transparency and fairness in every transaction. Thank you for facilitating communication in this matter. Should you or Mr. **** require any further clarification or documentation, we are happy to provide it.

  Customer response

  01/14/2025

  Complaint: 22764270
  
  I have reviewed the business' response and am rejecting it because:

   

  What does a pre-delivery inspection on a used car consist of?

  Can you send me the complete pre-delivery inspection that was done between October 19 and October 28, 2024. 
  
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used 2017 ******** Escalade from Roper on 08/29/2024 for $28,500.00 we traded in our vehicle that was paid for and financed the difference through their recommended lender. We have owned the vehicle for 19 days, have put close to 800 miles on the vehicle and the engine is blown. When I contacted the agent for Roper I was told since we opted not to purchase the extended warranty at a cost of nearly $5,000 there was nothing they could do.

  Business response

  10/03/2024

  To whom it may concern,
  We hate that this was the ****** familys experience in this situation. This is one of the reasons we stress the importance of a vehicle service contract (often referred to as extended warranty), especially on an older vehicle even more so on an AS IS vehicle purchase.
  
  First, wed like to point you to the document named ****** ***** *** Decline. You can see that the guest declined the *** that was $3,053 rather than the nearly $5,000 stated by the guest. At the bottom of this form, they signed that they were waiving coverage of the vehicle.
  
  Secondly, we would call your attention to the document named ****** ***** We Owe. There was nothing promised or owed to the guest post purchase besides being cleaned for delivery. And it was further identified that it was an AS IS vehicle purchase.
  
  Thirdly, the document named ****** ***** AS IS is the Buyers guide that came off the window of the vehicle pre purchase that was signed and acknowledged that it was an AS IS - NO WARRANTY vehicle purchase. That the guest agrees to pay all costs for any repairs. The dealer assumes no responsibility for any repairs regardless of any oral statements about the vehicle.
  
  We understand how frustrating this circumstance is for the ****** family, however, for us to assume responsibility for something the customer assumed responsibility for is not something we are willing to do.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2019 ******* Kona with ******* miles from this location in April 2024. 2 weeks after purchase the vehicle was acting up. It does not accelerate properly and has shifting issues. It is burning oil. I brought it in for servicing and they claimed to not be experiencing the same issues upon a test drive. They are stating I am no longer eligible for a warranty and would charge for further diagnostics. I received a diagnostic from a ******* dealership who has said the oil issue should have been recognized by the seller. The seller has since declined a refund.

  Business response

  09/12/2024

  To whom it may concern,
  
  
  The first thing to note is that any vehicle purchased from our facility with over ******* miles, it is purchased as is. At the guest's own admission, this vehicle certainly fell within that criteria. We agreed to look at it at no charge as a courtesy, but we were unable to verify the shifting concern. There were also no codes in the computer (active or restored) to indicate any other issue. This can be seen on the Roper Kia repair order number ******. It is unclear if this was not yet a concern at this time in May 31, 2024. There is a line on the *** repair order that states our assistant service manager, ***** was going to contact ******* for more information.
  
  
  Later, ****** returned to the dealership with her concerns. We gave her a courtesy loaner car and took the vehicle to the local ******* dealership on August 1, 2024. Repair order records two concerns: oil burning and vehicle stalling (and taking forever to get up to speed). The ******* dealership discovered, explained, and took care of the oil issue. It was a leaky gasket that they replaced and resealed that entire area. On the second concern, they were unable to verify. They did, however, find some delays and shifting and harsh shifts. They completely flushed the transmission service according to ******* procedures after this was completed, they operated the vehicle and insured it was operating as designed.
  
  
  Afterward, we put her in a loaner car again to see if we could orchestrate a trade in and replacement. Out of respect to privacy laws, we are unable to communicate the nature of that result.
  
  
  Lastly, despite the vehicle being as is vehicle, as an act of goodwill, Roper Kia did not charge her diagnosis on her visits, gave her a loaner car on two occasions, and paid the balance of $833.80 to ******** ******* on behalf of the customer. It is correct, the dealership has declined the request to refund or replace the vehicle. When a consumer purchases a vehicle in as is condition rather than alternatives that are newer and might have warranty protections, it is always a risk not to be taken lightly. Since some of this occurred close to the period of time the vehicle was purchased, Roper Kia assisted the consumer in multiple ways mentioned above merely as an act of goodwill. 

  Customer response

  09/15/2024

  Complaint: 22214460
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ****** ********

  Customer response

  09/17/2024

  First and foremost when I purchased the vehicle it was still being serviced for a whole week after purchasing! They had plenty of time to see the oil leak and head gasket, and see why the shifting and acceding prolonged. If they could not have fixed the issue they should have notified me then when my car was still being serviced the whole week after purchase! SECONDLY, the only reason why they didnt charge for the diagnostic fees or to be looked at by their service department because it was pending warranty. They also then said there was nothing wrong with the car and that they suggested they could switch out the fluids but they would have to be approved for that which wasnt later on or I could take it to ******* for a diagnostic test. Also, might I add the time that their service department looked at my vehicle they didnt even inform me that I was out of oil in the vehicle due to of course it burning oil. I later then called the service department explaining that the check engine light was on and that it was making a horrible rattling noise and that it started then stalling  and died after accelerating and that I am uncomfortable with driving the vehicle and it needs to be looked at and I said I would pay for the warranty but later then found out it was not eligible for due to it having over ******* miles on it. I was very upset at this issue and I explained my frustrations and let them know I have been talking to you guys about this since 2 weeks after I got this vehicle and you are telling there is absolutely nothing wrong with this car and there is! Then they said they will call me back to see if one of their service guys could come out and take a look at it since my car wasnt drivable thats even after me putting in another 4.5 quarts of oil in it. They never called me back and I had to call them back 2 days later and I said whats going on you said you would call me back and its been a few days and I havent heard anything back. They failed to give me a reason. So I drove my car up there risking my safety and my kids safety to bring the car up there because I was tired of getting the run around. The gentlemen ****** ****** III told me I would have to take it to ******* to get a diagnostic and then eventually said they would pay for the diagnostic fee after I expressed my irritation with them and I would never refer anyone to that dealership again and how they sold me a lemon car from the beginning. I then had to drive my own car down to ******* not anyone from Roper Kia, ME. Then they only gave me a loaner vehicle because I expressed to them I needed a vehicle and I wanted a loaner vehicle at first they were not going to give me one but I said no you at providing me with one because of the mess you put me in with a vehicle you sold me. So after speaking with ******* they said they wouldnt be able to get my vehicle in until the 8th of August to look at it so I said okay and then gave them ****** ****** information from Roper Kia because he said have them call him as well so I did. After ******* shuttled me back to Roper Kia I was given a loaner car for I believe 4 days max and *******  called me with the diagnosis and said they would have it ready by the end of the weekend so I said okay and they explained that there was a massive oil leak the dealership shouldve seen because it was out in plain sight. Also they replaced the gasket and something else and that roper was going to cover it and I said okay. So when I went to drop off the loaner car to roper Kia and said that my car was done they didnt even know. They then drove me over to ******* to retrieve my car the man who handled this whole matter said they should have never sold me that car in that condition and they fixed what they think is causing most of my concerns and to keep an eye on my oil for the next two weeks and if there is something wrong let him know I then said okay and thank you. Not even a week after retrieving my vehicle it burned through 4.5 quarts of oil and was doing the same thing again as to why I brought it to be looked at in the first place. I called ******* and explained to them that the issue is still occurring and that I burned through 4.5 quarts of oil. They said to contact Kia *********************** As I contacted them again they had me leaving voice messages for ****** ****** to have him call me back which mind you he never did so I had to drive back up to the dealership and said if you dont resolve this issue either buy the vehicle back or replace it. Well long story short they were telling me they cant buy the vehicle back (which yes they can but theyre choosing not too because they dont want to lose out on $13,000) because they literally said if I traded it in theyre just going to take it to auction. I couldnt trade it in due to the Registration of me not tagging the vehicle yet. So they tried to have me open up another car loan on top of the car loan I already had out on the lemon car they sold me and they said I needed money down as well and I unfortunately being a single mother couldnt do that. They were trying to sell me a vehicle that was on their lot for a year which was a 2019 jeep compass and was being very pushy over the matter and I said no because I cant afford a second car loan nor more money down. They did not fix anything with me because the vehicle shouldve been fixed before even being put on the lot for being potentially sold! 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have a new vehicle with less than 3500 miles. ****** vent broken. Took for warranty, denied, said it wasn't covered because it was scratched on inside. They refused saying it was purposely broken. It was not. I purchased additional warranty that obviously was a rip off. Want warranty honoured.

  Business response

  03/28/2024

  Firstly, we would like to say that we understand feeling this way with a car that is so new!

  We, of course, submitted the warranty claim to *** (corporate -- warranty decisions for any auto manufacturer are made at the manufacturer level, not the dealer level). They (*** corporate) denied the claim stating the reasons **************** reported. We communicated that decision, which was obviously not satisfactory. They stated the interior of the component was broken with signs that suggested to them that it was broken due to the manner in which it was used or operated. They did not consider it a manufacturer defect and therefore not covered by their warranty guidelines.

  The assistant service advisor, *****, did recommend checking with the dealership that sold **************** the car to see if they would be willing to either 1) Check with their DPSM (District Parts & Service Manager - works for *** ********** to see if he would be willing/able to try to get a "warranty exception." This was suggested because the chances of this being successful is always higher with the dealership that sold the car (vs Roper Kia). History suggests that DPSM look at things like (but of course not limited to) customer's activity at the dealership (sales & service) and loyalty to the brand overall to decide if they make an exception in good faith or not. 2) Check with that dealership to see if they would be willing/able to participate financially in replacing the part (since *** ********* declined). Of course that is a dealer level decision, to decide to assume the financial responsibility of anything the warranty declines.

  If not mentioned previously, I would recommend also attempting to reach out to *** Consumer Affairs (a branch of *** **********. They handle customer concerns, investigate them, and see if there is a better way forward for both parties. They exist outside of the dealership network and operate on the corporate level with authority and power in corporate, naturally. We've had many customers over the years have various resolutions to their concerns via this avenue. They can be reached at ************.

  A note about the extended warranty or vehicle service contract, as they are sometimes called that **************** said he purchased. Most of these warranties we see sold by dealers are good quality products that offer coverages well beyond manufacturer terms and mileages, however, they often do not supercede those manufacturer coverages. In other words, if the vehicle is still within manufacturer warranty period and eligible for coverage, the other policy is secondary (meaning it doesn't take into effect until the manufacturer coverage period ends via time or miles). If *** denied coverage during their period of coverage, the extended warranty company would not pick that up because they are an extension of original coverage. They can be great products that can protect a consumer well beyond the original warranty periods, which for many brands for "bumper to bumper" coverage are only 3yr, 36,000 miles or at best 5yr, 60,000 miles.

  This is an unfortunate position to be in with a consumer. We certainly do not enjoy telling a consumer that the manufacturer denied their claim -- it's a lose, lose. We don't get to take care of them like we would like to and the consumer leaves feeling not taken care of. With every warranty claim that is approved, it's a win, win! We get to take care of the consumer, they're happy it's covered and free, we get compensated by the warranty company, and everyone wins! Hopefully **************** can find success in one of the three options mentioned above.

  Business response

  03/28/2024

  Firstly, we would like to say that we understand feeling this way with a car that is so new!

  We, of course, submitted the warranty claim to *** (corporate -- warranty decisions for any auto manufacturer are made at the manufacturer level, not the dealer level). They (*** corporate) denied the claim stating the reasons **************** reported. We communicated that decision, which was obviously not satisfactory. They stated the interior of the component was broken with signs that suggested to them that it was broken due to the manner in which it was used or operated. They did not consider it a manufacturer defect and therefore not covered by their warranty guidelines.

  The assistant service advisor, *****, did recommend checking with the dealership that sold **************** the car to see if they would be willing to either 1) Check with their DPSM (District Parts & Service Manager - works for *** ********** to see if he would be willing/able to try to get a "warranty exception." This was suggested because the chances of this being successful is always higher with the dealership that sold the car (vs Roper Kia). History suggests that DPSM look at things like (but of course not limited to) customer's activity at the dealership (sales & service) and loyalty to the brand overall to decide if they make an exception in good faith or not. 2) Check with that dealership to see if they would be willing/able to participate financially in replacing the part (since *** ********* declined). Of course that is a dealer level decision, to decide to assume the financial responsibility of anything the warranty declines.

  If not mentioned previously, I would recommend also attempting to reach out to *** Consumer Affairs (a branch of *** **********. They handle customer concerns, investigate them, and see if there is a better way forward for both parties. They exist outside of the dealership network and operate on the corporate level with authority and power in corporate, naturally. We've had many customers over the years have various resolutions to their concerns via this avenue. They can be reached at ************.

  A note about the extended warranty or vehicle service contract, as they are sometimes called that **************** said he purchased. Most of these warranties we see sold by dealers are good quality products that offer coverages well beyond manufacturer terms and mileages, however, they often do not supercede those manufacturer coverages. In other words, if the vehicle is still within manufacturer warranty period and eligible for coverage, the other policy is secondary (meaning it doesn't take into effect until the manufacturer coverage period ends via time or miles). If *** denied coverage during their period of coverage, the extended warranty company would not pick that up because they are an extension of original coverage. They can be great products that can protect a consumer well beyond the original warranty periods, which for many brands for "bumper to bumper" coverage are only 3yr, 36,000 miles or at best 5yr, 60,000 miles.

  This is an unfortunate position to be in with a consumer. We certainly do not enjoy telling a consumer that the manufacturer denied their claim -- it's a lose, lose. We don't get to take care of them like we would like to and the consumer leaves feeling not taken care of. With every warranty claim that is approved, it's a win, win! We get to take care of the consumer, they're happy it's covered and free, we get compensated by the warranty company, and everyone wins! Hopefully **************** can find success in one of the three options mentioned above.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2022. We had traded my 2020 *** sportage that was financed through *** ******* for a 2020 *** ********* from Roper Kia. At the time of purchase, we were told to put all my paperwork from the sportage into the glove box of the telluride. We were not given any paperwork for the telluride on this day. We continued to call dealership once a week talking to a lady named *****. ***** stated the title was delayed because of Covid. For 4 weeks we were told this. Then we were told by another associate that this was a new trade in and the people who traded in the ********* was not approved so they had no title yet. After being pulled over by the police several times for no tags or proof we owned telluride. ********* was returned to dealership for failure to provide proof of ownership after 45 days. ********* sat at the dealership for 2 months until a towing company from ************** towed it to thier lot where it sat for 6 to 9months. No proof of ownership(paperwork) has ever been provided by Roper Kia. We were continuously lied to by Roper Kia,making the contract void fraud. Kia ******* was also made aware of this situation.

  Customer response

  02/21/2024

  May 29th 2021 was when we traded in our 2020 *** sportage for the 2020 *** ********** On July 28th 2021 the 2020 *** ********* was returned to the dealership. For failure to provide us the customer proof of ownership.

  Business response

  03/07/2024

  Our office department has extensive records on this transaction with date stamps. The vehicle was traded in on 5/28/21, the ******* purchased it the next day on 5/29/21. From the records, the office manager has described that ALL the paperwork was indeed not ready right away because Roper Kia was waiting on a lien release from ********* Finance or KMF, the bank for *** corporate. The records show several exchanges back & forth with KMF where we issued payments and requested the lien release so that it would complete the ******** paperwork packet. There are several smaller checks for payoff sent during this exchange, so it appears it might have been a "short pay off" situation, so Roper Kia kept sending the amounts KMF was stating we needed to to get the lien release.
  
  The office manager confirmed that at this time, KMF was switching to a different method of issuing lien releases and it was causing massive delays on top of all the delays caused by banks, DMV's, and the state level due to COVID work shortages. The office let them know what paperwork we had, what we were waiting on, and that they would pay any late fees or tickets incurred due to lack of registration for this delay -- while it was not because of Roper Kia, we wanted to help because of the delays at KMF.
  
  When we received the lien release, we were unable to get the ******* to answer correspondence to let them know the dealership had their paperwork ready. We also received a "termination for cause" letter from them when they dropped off their vehicle expressing desire that they no longer felt responsible to make payments to the bank and expected us to terminate that relationship on their behalf. We have no authority to nullify a promissory note between a customer and their banking institution, even KMF. We do not own, operate, or have any authority over KMF in any way. Had we had a chance to discuss this with the *******, the office would have strongly discouraged them not to do this and to call "*** Consumer Affairs" for help and advice since they are at the corporate level and have influence with corporate, KMF, and ask dealers to help facilitate.
  
  Unfortunately, we were not given that opportunity. As a result, the ******* forfeited their loan, KMF has since picked up the vehicle -- we can only assume as a repossession since payments were not made to them.
  
  The paperwork is still ready for pickup, but due to the actions and decisions of the *******, we can understand why they are now no longer interested in the paperwork.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to be repaired to H323034353838**37H. I had some warning dash lights coming on. I paid $250 to have it fixed. I paid for a diagnostic test and to fix a plug. That did not fix the problem. They said I would have to pay another $138 diagnostic test to try and find anther problem at another appointment. They know I need my car to get back and forth to the hospital, as I am sick. They again stated if that didn&#**;t find the problem, they would need to do another test for $138 until they find the problem. I already paid for the diagnostic test. I should not have to pay for the test again. I feel they are taking advantage of me since I am sick.

  Business response

  02/15/2024

  The service manager, ***********************, shared that this situation is not yet fully resolved.

  From his investigation, he determined the customer was ************************* informed in advance that there was a corroded connector in the fender area (note: the protective fender liner was missing) and that it would need replaced first, especially given it's purpose. It was communicated up front that this was a first step and not guaranteed to fully repair the issue. We didnt have a definitive way to know if anything else was also needing repaired in the circuit. At this point, further diagnosis expense is needed to isolate the next (and hopefully final, but not guaranteed) area of the circuit that needs repaired. The customer is acting like this wasnt communicated up front and clearly; however, it was.
  
  The tests we have already ran for the diagnosis expense are different than the additional tests that need to happen now Which is why it is necessary for them to approve another $134.99 for diagnosis. Just like additional tests are an additional expense in the medical field.

  Since we never change customers without their permission, we always want to be upfront when something may or may not fully resolve a concern -- partially when things are missing or broken, interconnected, and can affect each other. We also never want to run up a bill without someone's knowledge by assuming they are okay with guys continually digging into a complex concern.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck from them in the end of November with a full warranty. Was assured the truck was in good condition needed tires and brakes I agreed to replace the tires and I did. They replaced the brakes and also repaired a transmission issue I wasn’t told about l. End resulting in it needing the transmission replaced now do to a bad poor service with no actual repair. We have taken the vehicle to a different repair facility closer to us.Dodge certified to work on this truck, the local dealer referred us to this repair facility . And they refuse to pay for the repair, and can’t perform the repair at their facility. The warranty isn’t in place yet either, so it’s on the dealer to cover cost of this repair. We were called by two different managers one of witch made my wife cry. And told us to bring it back to them for repair they can’t do or refund and we were out all the money we put into it already. Tires , and alignment and down payment. Equalling another $4000.00 $2600 tires and alignment mount and balance. And $1400 down to Roper Kia.

  Business response

  12/15/2023

  We would never want anyone to have an experience with us like this. Our General Manager called the customer directly and had a honest conversation about what had transpired, the contents of the recorded phone calls, and how to find a solution moving forward. We put the customer in a loaner vehicle and vehicle is at the Ram dealership now. We could see that ****** (the warranty company) approved the work this week, so the dealership can move forward with the necessary repair they submitted for approval. We look forward to the vehicle being repaired and returned to the customer as quickly as possible. 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Nissan Pathfinder in February of 2023. I was ensured by the company that they would put this car through the shop and go through everything. I picked the vehicle up and the tires and front bumper clip that was supposed to be fixed were not. They said they would have someone come look at it. They did not. I left with the vehicle since it is my only means of transportation, getting the vehicle home it starts making a loud terrible noise that I recorded and sent back to Roper Kia. They asked for me to bring it in. The fan was not bolted in and had to be replaced which they did replace without charging me. Should not have been an issue had they looked at the vehicle to begin with. A few months down the road the vehicle left me stranded. I had it towed to Roper Kia. They informed me that they could not figure out what is wrong the vehicle and that I should take it Nissan. After Nissan looked at it they found that the air filters were put in backwards which caused the mass air flow sensor to quit working. This mistake by Roper Kia is now costing my $600.00 to get fixed. Had Roper Kia actually put the vehicle in the shop and gone through it like they assured me they did then this error could have been caught if not on the first time there then at least on the second or third time that I had taken the vehicle back. The negligence of Roper Kia's service department has caused this purchase to be a nightmare and after spending close to $20,000 on a vehicle then needing to put it in the shop three times without resolution in less than a year and costing me an additional $600.00 is extremely frustrating. Roper Kia should have to reimburse me for the money I had to put out for their negligence.

  Business response

  10/21/2023

  We are writing in response to a customer complaint regarding a vehicle purchase and subsequent service issues filed with the Better Business Bureau. We appreciate the opportunity to address the concerns raised by the customer and provide an overview of our actions in response to this matter.
  
  **Customer's Complaint:**
  
  The customer purchased a 2017 Nissan Pathfinder from Roper Kia in February 2023. They reported issues with the vehicle, including the condition of the tires and the front bumper clip upon delivery, as well as a subsequent mechanical issue causing a loud noise. The customer also experienced a running issue, which was ultimately diagnosed as being related to incorrectly installed air filters and a mass air flow sensor problem. They claim that our service department's negligence has resulted in additional expenses of $600.
  
  **Actions Taken by Roper Kia:**
  
  1. **Tires and Front Bumper Clip:** We acknowledge the initial concerns raised by the customer regarding the tires and front bumper clip. The vehicle was brought into our shop on 1/5/23 to address these issues. Subsequently, on 1/27/23, we replaced the fan that was causing the loud noise, performed an alignment, and worked on a window.
  
  2. **Air Filter and Mass Air Flow Sensor:** It is important to note that we did not replace the engine air filter; specifically concerning filters, our service was limited to addressing the cabin air filter. We are unable to confirm whether the engine air filter was serviced or replaced elsewhere during the eight-month period between January and October where the customer drove 19,309 miles. Neither Roper Kia nor ******** Nissan worked on the vehicle during this time. The diagnosis by Nissan revealed that the air filters were incorrectly installed, which they concluded lead to the mass air flow sensor issues. We did not install the engine air filter or the aftermarket mass air flow sensor that Nissan said was replaced recently.
  
  **Conclusion:**
  
  In light of the above information, we believe that we addressed the customer's concerns. However, we want to clarify that we did not install the engine air filter or the aftermarket mass air flow sensor, and therefore, we do not accept responsibility for the additional expense incurred by the customer. We can provide Service documents upon request showing the details we provided above.
  
  We value our customers and their satisfaction, and we remain committed to resolving this matter in a fair and equitable manner.
  
  We appreciate your attention to this matter and are available to provide any additional information or clarification as needed.

  Customer response

  10/23/2023

  Complaint: ********
  
  I am rejecting this response because:
  I bought the vehicle from Roper Kia and as they avoided in their response to admit responsibility of not addressing the initial issues of the bumper clip and tires they were in possession of the vehicle to diagnosis and fix the issue that turned out to be caused from an air filter being installed backwards. I did replace the mass air flow sensor myself when this issue first began which seem to fix the problem. The sensor was the only thing that was replaced. According to Nissan the replaced sensor failed due to an air filter being installed backwards. I do not know who installed the air filter. The point is I bought the car from Roper Kia and I did not touch that air filter while the car was in my possession. After the 3rd breakdown I had the car towed back to Roper Kia who said they could not figure out what was wrong and suggested that I had the vehicle towed to Nissan to be worked on. If they had put this vehicle through a full maintenance as they told me they would when I agreed to buy it then this should have been discovered and fixed at that time regardless if they installed it or not. This car was purchased off their back lot and had not yet been serviced. I was informed that if I purchased it then they would assure that they would go through the whole vehicle and make sure any issues were addressed at that time. As they stated they did not address the issues I found when I was called to pick it up with them saying that the vehicle had been processed through their maintenance department. When I had the vehicle towed there recently and agreed to have them run diagnostic on it, they informed they could not figure out the problem. Since I had never touched this air filter and they claimed they had put the vehicle through a through maintenance inspection then why was I sent somewhere else for them to fix the issue. What is going on with this company's maintenance department if they could not diagnosis and fix a backwards air filter? Had the initial maintenance been properly done then none of this would have been an issue to begin with. I feel that Roper Kia is responsible for this for not finding and addressing the issue before the car was ever released to me upon purchasing. 
  
  
  Sincerely,
  
  ******* ******

  Business response

  10/28/2023

  We are unwilling to accept responsibility for being the cause of a problem that has taken place 10 months and more importantly almost 20,000 miles later from purchase. The car shows one service in April on the CARFAX and based on mileage should have had at least one more service, most likely two additionally since the purchase date. During any of these services, someone other than the customer could have inspected the air filters and accidentally installed them incorrectly, there's no way to know or prove that. In the same way, we do not feel given the time and mileage that has transpired, that it is fair or reasonable for us to be solely identified as the certain cause of this issue when other factors could also be at play.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 8th I drove my 2016 Kia sportage into Roper Kia because the check engine light came on after my car randomly died once but restarted immediately. The car remained in their custody until I picked it up August 21st after they replaced the motor under warranty. When I got the car back immediately I noticed the clock wasnt working and quickly realized the a/c wasnt working. I called them and they made an appointment for me to come in today August 30th. When I got there they told me it would be a diagnostic fee of several hundred dollars just to look at things that broke while the car was sitting on their lot. Also the navigation and hands-free calling are messed up but I dont use those much. The lady was very rude when all I want is my car back to the way it was before the check engine light came on. I feel like they are retaliating for me getting a free engine.

  Business response

  09/01/2023

  The service manager *** ******** has since had correspondence with Miss *** about the situation. They communicated about her concerns and he explained his thoughts and what they did to investigate them as well. *** did apologize for her interaction with her service advisor and said he would have a discussion with her about it. He gave her his best recommendations based on the individual circumstances and also waived the diagnostic fees. He told her that if she wished to pursue more action, Kia corporate has a dedicated service line for these kind of situations and gave her the information for that if she decided to pursue that route.

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and I each purchased a vehicle (the same day) at Roper Kia in Joplin, MO. Love mine! We had to take hers back within a week for repairs, engine coolant. A week and a half later (so 3 weeks in) the car broke down and stalled in the middle of the road with my daughter and two grandbabies in the vehicle. WE had to pay to have the car towed back to Roper Kia in Joplin, MO, since that time, I’ve called daily for updates and still know nothing! I either get told that the right person isn’t there or that they “know nothing”. I don’t feel the first payment should be due, nor do I feel that we should pay for the car. We would be more than willing to exchange for something else at this point. HELP!!!

  Business response

  04/28/2023

  The situation that Mrs. ********* is describing is accurate to her description. Thankfully, when the correct individuals at the dealership got involved, we were able to collaborate with the ********* family to find a solution to their problem. We greatly appreciate their patience and willingness to work with us to figure it out. Their feedback also helped us identify ways to improve our interpersonal and interdepartmental communication so more people could be better help to someone with a problem rather than a select few.

*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. ↩