Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We bought a vehicle from them and they only gave us one key. They promised to find it or order a new one. It’s been 3 weeks I’ve reach out numbers of times and they have avoided taking the call and returning. I want the other key that come with the *** vehicle we paid for.

  Customer response

  01/14/2025

  This is an update to the complaint. Received a call from **** of Southern Kia.  **** tracked down the keys and books we were never issued.  I appreciate his fast response and apologies he offered for the dealership.  This was the best solution I could hope for. 

  Business response

  01/14/2025

  **** ***** of Southern Buick GMC - Virginia Beach has confirmed that the key situation with ******** ********* has been resolved. 
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******** *******. My service advisor name is RT. My 2016 Kia ******** was brought in April for engine failure. Kia approved the repair in May. RT called June 5th saying that the engine was ordered. I live in North Carolina yesterday July 15,2024, I had to drive to Virginia because no one answers the phone in the service department or returns voicemails and text. I am very disappointed. I am aware that things take time but from April-July is a very long time. Kia warranty department has reached out multiple times as well and they have received no response.

  Business response

  07/17/2024

  Brett Lloyd has confirmed that Service Manager ***** **** of Southern Buick GMC - Virginia Beach has reached out and spoken to ******** ******* regarding this complaint. The dealership has advised that the vehicle engine is slated to be repaired early next week. ******** ******* understands the plan after speaking with Service Manager ***** *****
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Kia into the service Dept to have the transmission checked. Service writer JT **** wrote up my order and said he would have to have it 2 days to assess. This was May 28th. My vehicle is still not repaired. I have spoken to 6-7 employees of various rank finally landing with ***** **** the service general manager. Initially it appeared i was finally getting some traction but after promises to resolve my issue from Mr **** i have not been contacted by anyone since Thursday June 20th and that by Mr ****. He stated to me they were still waiting on parts. I have had no transportation in all this time and dont have the means to procure any . Resolution of this would be giving me my Kia back !

  Business response

  07/09/2024

  ******* **** has been contacted and is currently waiting on a part from Kia that Southern Buick GMC - Virginia Beach is also still waiting for. The dealership is going to try and get a different part for ********* **** *** ******* with 211k miles on it. This has something to do with the dr****haft and u-joint. ******* **** is unfortunately without a vehicle until this is repaired. Southern Buick GMC - Virginia Beach is currently working on an ETA for the ordered part for the vehicle. 

  Business response

  07/15/2024

  The OEM Kia part is currently on backorder with no ETA. If ******* **** has located a replacement aftermarket part, he can bring it to Southern Buick GMC - Virginia Beach to install it. However, as the part is not an OEM Kia part, the installation will not include a guarantee that it will work properly and also Southern Buick GMC - Virginia Beach will not be able to provide a warranty on the part if it fails. 
  
  

  Customer response

  07/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have told ** ***** **** at Southern Kia to obtain the part from any source to complete this job that is now on day 49 and he acknowledged that they will do so 
  Sincerely,
  
  ******* ****

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 29, my 2015 *** ******** lost power on the interstate during rush hour. After sitting nervously along the median for over an hour, the car was towed to a mechanic close to my home who examined the car the following morning. My engine had locked up and I found this was common in this vehicle. Due to the lower mileage, this should be covered under warranty. I had the car towed to Southern *** Va Beach on May 1, and was informed it would probably be covered ***% likely). However, they would not be able to confirm for 4 weeks! They would need a tech to video the car and send the video to Miami. 4 weeks to take a video??? Then it would take an additional 2-3 months to replace the engine. In the meantime, I have no car and no loaner. I had to inquire about a loaner and I was offered a loaner at ******y. So not only am I paying expenses for a car I can't drive for a problem that they confirmed they know about - they want me to pay them for a car to borrow while they fix the issue. That is an extra $************.This is unacceptable. I have found while researching this issue that other dealerships have offered loaners for the same situation.

  Business response

  06/04/2024

  ***** ***** of Southern Buick GMC - Virginia Beach has confirmed that ***** ******* visited the dealership on June 3rd, 2024 at 5PM to pick up a loaner vehicle. 

  Customer response

  06/05/2024

  A loaner vehicle was picked up from *** but the contract was for 5 days - I have been told this repair is going to take 4-8 weeks.  I am waiting to see if I will be allowed to maintain a rental for the extended period of time or if my vehicle will be repaired this week.

   

   

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Kia service has held my car for over a month -they will not give me an eta AT ALL of when the new transmission will arrive, said it would be 2-3 weeks but it has been over a month now -I am in Army trying to take care of my grandfather with cancer, but can not do much without my car

  Business response

  06/12/2024

  ***** ***** of Southern Buick GMC - Virginia Beach has confirmed that Jacob Cantrell has had his vehicle fixed and has been in possession of it for a few weeks now. ***** ***** apologizes personally for not providing an update to this complaint sooner. 
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my **** *** ******** on 12/30/23 at southern kia Virginia Beach. When I purchased the vehicle, I did not receive the 2nd set of keys. As soon as I realized that I didn’t have the 2nd set of keys I went out to the car and looked to see if it was there, it wasn’t. I reached out to ***** ***** the salesman on Jan 2nd. When I called him, he was on his way back from North Carolina either dropping off or picking up a car. He stated they usually leave the 2nd set of keys in the glove compartment. The only thing that was in the glove compartment was the manuals and an empty clear plastic bag. He stated when he gets back to the office that Thursday he will look. Didn’t hear anything from him that Thursday, so I text him January 06, he didn’t respond. On January 11 I emailed **** ********* to inquire if he can investigate the matter for me. That evening around 2:33 on Jan 11, ***** ***** called first thing he stated I didn’t give you your second set of keys, he stated he will order the keys and it usually take about 2 weeks for the keys to come in. Well, it’s way pass two weeks and I still haven’t gotten them. I spoke to the manager ****** ****** on January 25th he said he will talk to ****** Emailed ***** February 7th no response. Email him February 12th with 3rd request in the subject line. He responded stating that he checked last Friday, and it wasn’t there yet and when it comes in, I will have to come in on a Monday to have it program and he will give me a complimentary tank of gas when I come back to have it program. I don’t need no tank of gas; I just want my second set of keys. I did everything that was required of me when I trade my car in. Emailed March 19th for an update, up to now still no response.

  Business response

  10/28/2024

  **** ***** ** ******** ***** *** - Virginia Beach has reached out to ********* ****** ********* has not come back in for the key. **** invited ********* to come back in and see him personally any day except Sunday and the dealership will get the key programmed for her upon her arrival. **** will follow back up with ********* to make sure this is agreeable with **********
  
  

  Business response

  11/19/2024

  **** ***** ** ******** ***** *** * Virginia Beach has confirmed that Bridgette Sandy came into the dealership last week to have the key reprogrammed successfully. 
  
  
  

  Customer response

  11/30/2024

  Good Morning, I did respond to your message on Nov 19.  I look at the history and my response is there.  I received the key fob, that was programmed. I didn't receive the actual key, I was told the key was ordered and when it comes in they will call me.  Thank you,

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  took my 2019 kia soul in fo inspection. it took 2 months for an appointment to get this done. had to buy a tire. and has a tail light issue. its been 3 weeks for a tail light repair. they will not return my calls. i did get 1 return call 3 29 24 and was told she would call back in 15 min. did not happen i have called numurous times with no resopnse.my wife has medical issues and can not get to her drs appointments because they will not fix the car. my son needs the car to get to work. hes about to loose his job because of the difficulties getting to work on time. no return calls. no word on the hold up no end in sight. at this point i just want my car back i can take it elsewhere to get the repairs made or find the electrical issue myself and get my family back yo work and to drs appointments. you would think a client that has bought there last 3 cars from them would be treated better. i just wnat my car. i can afford to buy a new one i just got this one paid for. its only 5 years old. if i treated my customers this way id be out of business . i dont understand why they wont keep us informed. can you help me get a call or my car back.

  Business response

  06/21/2024

  Southern Buick GMC - Virginia Beach has just received authorization fro* ******* *******' wife to do a teardown on her car as ******* ******* is not the owner of the vehicle. This is an electrical issue that has a warranty. ******* ******* is currently in a loaner vehicle until the warranty work has been completed.
  
  

  Customer response

  06/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: mostly true. but it has been over 15 weeks now. and both ***** million and I are both on the title.therfore I am the owner.  they made authorize ******* 8 weeks ago. then just 2 weeks ago they made ***** authorize another 1**** now if infact it's warranty why do I have to pay **** **** **** for a warranty coverd issue. they do nothing but make excuses. for 15 weeks now. everything from we have no techs to make repairs to the warranty company will not do what the dealership wants to do. we are in a loaner  but are limited to 100 miles. this is7 weeks now in the loaner..  I would like my car back and fixed or refund me the sticker price I paid for the car. 15 weeks is unacceptable in my opinion
  
  Sincerely,
  ******* **** ******* co owner of the kia soul
  ******* *******

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/15/23 I took my 2019 Buick Encore to Southern. The first call from service I was told that the Turbo Charger needed to be replaced, but first would try to replace the air duct to see if that fixed the problem. I was told the turbo charger is covered under the PowerTrain warranty but the air duct was not. I asked why the Turbo Charger wasn’t replaced & I was told by service that they just don’t replace the turbo charger without doing this repair first. So according to service the air duct fixed the problem and I owed $*** & that the Turbo Charger didn’t even need to be replaced. I got the car back 12/18/23, had the car for 2 weeks & the same service light came back. I stopped at Southern on 1/3/24 & the employee from service hooked up the computer to read the code -Turbo Charger. We went into the service area, he placed the order for the Turbo Charger & told me he would call when it was in. The Turbo Charger came in but hoses are on back order to make the full Turbo Charger replacement possible. As of 1/29/24 I am still waiting. I have been told they are on indefinite back order. It’s been 26 days since I took the car for the second time for the same repair. I have paid $*** for a repair that didn’t fix anything. I have talked to the General Manager of Southern GMC Lynnhaven, I have talked to the service department and all I’m told is I will get a call when the parts are in stock. I have asked for a loaner car and apparently none are available and I’m like #7 in line for a loaner. I went to Southern to ask for a quote on buying my car, they gave me a low offer and told me the car would just sit on there lot until the parts arrived for repair!?! This is bad business and is unacceptable. I am waiting for a resolution, an offer for a refund of a repair that didn’t fix a problem. A loaner car until parts arrive. A response to fix the problem that never was repaired correctly the first time.

  Business response

  02/08/2024

  Brett ***** of Southern Buick GMC - Virginia Beach spoke with Kathrine **** regarding this complaint. Brett ***** brought Kathrine **** into the dealership recently and sold her a new Buick and traded her out of her current vehicle. Southern Buick GMC - Virginia Beach has satisfied this complaint. 

  Customer response

  02/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kathrine ****

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting 9 months for them to replace a blown motor in my Kia optima. When I dropped it off in December, I was told there are 25 cars in front of me and that it would be 2 months. After waiting 2 months, I was told that there were 40 cars in front of me. 7 month’s later I call every week for an update. I was told there are 4 cars in front of me one week. The next week I was told there are 2 cars in front of me. The past 3 weeks there have been 3 cars in front of me. It makes no sense.

  Business response

  09/19/2023

  We have confirmed with Brett Lloyd of Southern Buick GMC - Virginia Beach that ******* ******* has been contacted and we are in active coordination to resolve the issues in the complaint.                                 As of September 8th, Southern Buick GMC - Virginia Beach has indicated that Kia needs the vehicle maintenance records from ******* ******* to approve an engine replacement. ******* ******* has acknowledged this and is currently working to obtain all of the receipts necessary for Kia.  

  Customer response

  09/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: Southern Kia should have never taken in more than they can handle. After seeing the other complaints on this website, I am not the first person to have waited 9 months to get my car fixed. If they were upfront with me in the beginning and told me it’s a minimum six month wait, I would have gone to a different dealership and neither parties would never had to deal with each other. 
  

  To Southern… I hope you are paying Wes very well. I know I am not the worst customer he’s ever had to deal with. Of all the times I’ve gone off on him, he’s always kept his cool and was able to talk me down. If you guys are not paying that man a livable wage, shame on you because with how much your service department sucks, he sure does take a lot from us angry customers.

  I did finally get my car back. Someone attempted to break into my car and pride the driver side door open. Of course I on the hook for that because Southern is not taking responsibility. Tires are dry rotted, but I won’t put that blame on them because I was due for new tires before I dropped off my car. Key fob doesn’t work. Was told it needs a new battery. Replaced the battery and the key fob is not recognized by car. However, it will still start the car by pushing star button with key fob. 
  

  Horrible experience with this dealership and as a result I will never own a Kia again. As soon as I clean my car up, I will be selling it and end all my dealings with Southern Kia. 
  Sincerely,
  ******* *******

  Business response

  12/08/2023

  We have confirmed with ***** ***** of Southern Buick GMC - Virginia Beach that as of October 31st; ******* ******* has had possession of the vehicle for several weeks with no further concerns after the engine was replaced. 
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 15 I received a 2023 Kia ******** and I was promised to have the payoff of a *** ** would be paid off in exactly 2 weeks. Jim the financing manager stated that the process would be completed by that specific time period. Now the interests has occurred ongoing on a loan that hasn't been paid. Please investigate why it's taken so long for the payoff of the *** **. Next the payoff period has passed now I have to pay extra fees on the loan that's not paid in full as of today 3/6/2023.

  Business response

  07/05/2023

  ***** ***** of Southern Buick GMC - Virginia Beach has been in contact with ****** ***** regarding this matter. As of Apr 21, 2023, ***** ***** has confirmed that ****** ***** has received the expected payoff for his *** **. This matter is satisfied. 

*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. ↩