Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DiFeo Kia sold me a 2015 Ford Escape SE on Friday 1/10/25. The vehicle drove well during the test drive and the CarFax I was provided showed the vehicle was well taken care of (the Car Fax was "clean." On 1/12/25 (2 days later), after somewhere between 20 and 30 miles of driving, the check engine light came on. I brought the vehicle back to the DiFeo Kia the very next day (Monday 1/13/25) to talk about the issue and request a diagnostic. I was refused unless I made an appointment and paid for the diagnostic (after just buying the vehicle!). Therefore, I brought the Escape to my trusted mechanic instead as I didn't support paying Kia for a diagnostic on a vehicle I had just bought from them. Unfortunately, the results came back as a catalytic converter that needed replacing, which would cost $2300 after parts and labor. The mechanic stated that Kia definitely knew of the issue, cleared out the check engine light, and put it on the lot for sale as they didn't want the problem to post on CarFax and/or were unwilling to fix the vehicle. Kia communicated nothing about the issue to me and purposely sold the car as-is and won't take responsibility for their manipulative actions. Corporate Kia will not help as they don't take responsibility for cars from other manufacturers even though their Dealership sold me the vehicle. I am looking for the vehicle to be serviced or to return the vehicle for a full refund as they were dishonest to make a quick buck.

  Business response

  02/05/2025

  Good afternoon , in response to complaint ********. I spoke with the GM of the dealership, this customer purchased this vehicle 'AS IS" and signed off on documents stating they accept full responsibility if anything happens to the vehicle after the sale. Please see attached. Although the GM has reached out to the customer to try to come to a resolution but has had no luck in being able to connect with the customer by phone. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our 2023 *** **** EV has had to return to the dealership a total of 3 times. My vehicle has been out of service for repairs for a total of over 76 calendar days.7-11-2024:Broken A/C:not repaired, stated part needed to be ordered. Multiple recall fixes picked up car 7-11-2024 8-19-2024:?Broken A/C, part was ordered but they said it was the wrong one and had to reorder it which took over 3 weeks. They fixed more recall issues 9-11-2024:Claimed all issues were resolved 9-12-2024?: Broken A/C and Electrical Regulator:12 hours after having the car returned the Check electrical light came on and the car needed to be towed back to the dealership. They claim the compressor that they put in to fix the A/C was faulty and shorted out/damaged the cars regulator for the battery. They claimed to need to order new parts, but they are on backorder throughout the country. Since they have had the car both this repair time and the previous one, they have not charged it at all. We have gotten multiple emails (and tracking on the *** **** stating the battery is dangerously discharged which is damaging to an EV battery. The vehicle is still with the dealership. They contacted us on 10/29/24 stating The vehicle is ready to be picked up but they refused to let us speak to a manager in order to rectify any issues. Our concern is the severe mistreatment of the battery and electrical system by the dealership that is documented by their own notification system and apps. The issues they are allowing to happen have been proven to cause long-lasting damages to electric vehicles.We were provided with a loaner car for some portions of this time however it was a gas car not electric and we continued to make payments on a car we were not able to use. We feel we should be reimbursed for the car payments, compensation for gas, and a guarantee that any other electrical work needing to be done be covered by *** since they allowed the battery to be discharged 3 times while in their possession.

  Business response

  11/05/2024

  Good morning,

  
  The customers vehicle is currently in our shop for repairs. While electric vehicles (EVs) are becoming more common, they are still relatively new to both consumers and technicians. Despite receiving training, there are specific procedures involved in working on EVs that can be time-consuming.
  The dealer sincerely apologizes for the downtime caused by the back-and-forth with *** engineers to resolve this issue. We understand the frustration of having an electric vehicle out of service and being provided with a gas-powered loaner in the meantime. As a gesture of goodwill for the inconvenience, I have approved a reimbursement of $300.00 for fuel costs.

  
  Regarding the claim that the dealer refused to allow the customer to speak with a manager, I personally spoke with the customer at the time of the last attempted pickup. This claim is incorrect, and I made every effort to ensure their concerns were addressed.
  The vehicle is currently being worked on, and we expect to have it completed by mid-week. As for the battery discharge alerts the customer has been receiving, these are related to the 12V battery and not the main electric vehicle battery. The customer can safely reset the alert, and I want to reassure them that no damage has been done to the electric battery. All repairs are covered under the vehicle's warranty, at no additional cost to the customer.
  If the customer is seeking reimbursement for any out-of-pocket expenses or additional fuel costs, I have advised them to contact *** Consumer Affairs directly.
  Thank you for your understanding.

  
  

  Customer response

  11/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 businesses responded on 10/31/2024 which was the day after the complaint was made. Their response to the BBB included information that changed from the time we submitted the claim to when they responded (I.e. having a manger available to contact and approving a gas refund). We are currently going through ***'s consumer affairs department as suggested by the manager to potentially buy back the vehicle.
  
  Regards,
  
  **** ******

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi,I purchased my NEW 2020 *** ******* from DIFEO KIA Dealer #****** on 9/9/21 for $38,207.62.Dealer promised to take care of paint chips on hood as stated on "WE OWE- DELIVERY CONFIRMATION" receipt dated 9/10/21.****** delivered on his promise.Now, I reported to the dealer on 3/28/24 that the paint is defective, has Haze "like clouds" silver discoloration on the hood mostly on the passenger side also very little on the driver side. The dealer is giving me the run-around and not pursuing my request diligently, claiming that service manager isn't around and it's in my best interest to contact *** cooperate office to speed things up.Paint warranty expires on 9/9/24, which is 3 years after delivery OR ****** miles and I'm currently at ****** as stated on my service work statement. I'm looking forward for your help to rectify my problem with the them..Also at this time, I would like them to take care of paint chips on the back trunk of the car that they refused to fix when asked at the original delivery time. The car still under factory paint warranty. Thanks for your antticipated help ?? FYI, I purchased an extended warranty from them and I always bring my car for service to them. Also it should be noted that I keep my car always in mint condition as much as I can. Sorry, I couldn't load pictures of documents. Please let me know of other way if needed. Thanks again.

  Business response

  05/01/2024

  In reference to complaint above, Paint warranty is covered 3 years 36k mile per the manufacture. All paint and glass claims must be approved by the District Manufacture Reprehensive as the manufacture does not allow dealer to self authorize any paint or glass claims. I have sent the photos of the customers concern to the corporate rep and waiting for a response. Unfortunately I don't not know what they base their decisions off of nor can the dealer impact their decision but we will send all documents and information required for them to review. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  dropped car off 13 days ago on July 25, 2023 they said they would call didn't i had to call them to see what was going on. Told me they needed my oil change receipts. Told them i would have to call the oil place and see if they had copies. They then said i could pay them 250 dollars to see if there was sludge i said go ahead and i also sent them over the receipts. Again no phone call i had to call them. They told me that *** agreed to cover the repair and they would get back to me. I asked for a loaner car and they told me that they did not have any available and would call me. Still i heard nothing. I called again and they told me that the person taking car of this went on vacation i asked if they could put someone else on the phone i need to know what is going on with my car and when could they provide me with a car. The girl on the phone said she would give it to a *** and she would call me that was last Friday Aug 4 i called again today and the girl that answered the phone said she would have *** call me with an update. I heard nothing and received no call. It is almost 2 weeks without a car or an update i need to know what is going on i cant keep asking for rides. I have a job and have to watch grandchildren after work. At least have the decency to return a call

  Business response

  08/15/2023

  In response to complaint ******** , we have received authorization from *** to replace the vehicles engine. This vehicle will go into rotation as soon as parts arrive to the dealership. Service advisor was able to put customer in loaner vehicle on 8/8/2023. Customer will be notified as soon as repairs are complete and vehicle is operating as designed. 

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 11, 2022 $247.02 was paid to Difeo Kia of Lakewood for a right drivers side window regulator. I was told by a staff named **** the part needed to be ordered since they didnt have it in stock but I would have to pay for it first. After my payment was made I was then informed that I would hear from someone in the service department once the part I just purchased has arrived. By August 2, 2022 I hadnt received a call so I reached out to them. I was then told that the part was out of the country and once again someone would contact me. Now its September and I have not heard anything from Defio *** about my car part so I call again and this time Im told that a supervisor was going to call me in reference to the issue at hand and not one person called me as promised. On December 6, 2022 I called again at which time I was told that the system shows that I picked my part ** in August and that I was very happy with the service. I informed them that this was not true and that I havent spoken to anyone or picked up my part. I stated to them that I would be contacting the Better Business Bureau and filling a complaint at which time I was informed that my part would be ready for pick-up on Friday December 9, 2022. Todays date is December 16, 2022 and once again I still do not have the car part that I purchased on July 11, 2022.

  Business response

  01/04/2023

  Good afternoon , in response to *********************** complaint. Part was ordered for this customer in July 2022. Depost was required for this part as per company policy. Part was on back order which is not uncommon in this day and age with multiple things in our industry. Part was canceled by KIA ****** for reason unknown, dealership made an error on not contacting customer with update as we apologized, we are all human and make mistakes. Refund could of been issued at any time per customer request, that request was never made. Part was re-ordered and customer picked up by customers husband on 12/13/2022.

*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. ↩