ComplaintsforStraightline Kia

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from straightline on September **, 2023. Check engine light came on on October **, 2023 so car was brought back to straightline. Vehicle was missing for almost * weeks and not a single advisor could inform me where car was located. Spoke to general manager and service manager. On November * check engine light came back on. Emailed both managers to notify them and neither responded. Now I'm having to pay out of pocket for repairs for a vehicle that had been in my possession less than * weeks.

  Business response

  09/11/2023

  Client is not telling the truth.

  Her engine light did come on and we sent it to ******************. We also gave her a vehicle for ** days while here vehicle was in the shop getting recall work completed.

  She was upset know one called her from ******** and let her know what was happening. We do not control another dealerships communication process.

  When she picked up her vehicle she threatened to leave bad reviews which I did not understand as she got her vehicle repaired and had a vehicle to drive at ZERO cost to her.

   

  She then sent a email to both myself (General Manager) and my service manager. I am away on vacation (and still am) and my email away notification says so as well. My service manager had replaced back to her that same day. Not sure why she is lying saying no one has responded back to her. I have screen snipped their conversation.

  Was not a pleasant client to begin with and now she is bending the truth.

  I return back to ****** Nov **** if you need to contact me feel free.

   

  **********************************

  *****************

  General Manager

  Customer response

  09/11/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 1, 2022 I went in and looked at used vehicles to purchase and worked with the sales representative and manager to understand my options for purchasing a vehicle. I also met with their finance department to discuss interest rates/ payments etc. They asked that i put down $500 to hold the vehicle for me until the following day. The finance person said she would call me by 7pm that night to ask if i had made a decision. She sent a follow up email to which i replied by 6pm that same day and said i was not going to go with financing. I also contacted the sales representative and said i did not agree to what they were willing to pay me for my trade in vehicle and and thus did not want to move forward. Their manager called me and offered me a small amount more and tried to push me into still moving forward. I said i was not comfortable at this time moving forward. He asked i call him tomorrow to think about it. I clarified that he was willing to give me 24 hours and he said yes. I called him at 12:00 (noon) the following day on Sept 2/22 and said i still did not want to move ahead. He then said he will not give me my $500 hold back as he needs to pay his finance department for looking into the financing. I have an email from the finance department that says i did not want them to move forward, they replied and acknowledged they received my email. When i let the manager know he said he would get back to me. He has not refunded my $500 hold and is not returning my calls. The manager's name is ****** sales rep ****** finance person ********. Please help me with resolving this and getting my money back.

  Business response

  02/09/2022

  To whom this may concern,

  I have ******** the signed offer to purchase from this client saying she is ok to move forward with this vehicle. I also have a signed non refundable deposit agreement for this client. She called back asking for more money for her vehicle which we did. Then she asked for more of a discount off the already agreed upon price, which we did. Then she said she wants to pay cash for the transaction due to higher interest rates which we accepted. Today she asked us to give her the weekend to think about it, which we allowed her to.

  I am getting confused on what this client wants now. 

  We did everything she asked for however she is telling us one thing and complaining about another. At this point I do not want to do business with her.

   Our last conversation was about 1 hour ago and she said she wanted to think about it over the weekend.

  Customer response

  09/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, while i do not accept the response i was able to get my refund so consider the issue resolved on my end.  The concern i have is i was verbally guaranteed numerous times that the deposit was refundable and just to "hold the vehicle".  I was asked by their staff to think about the offer they gave me because it was the long weekend and they couldn't refund me anyway.  When reviewing the document I also voiced i was not okay with the financing charges or the amount they were offering me for my vehicle.  Their finance department said they would connect with me later that evening to ask my decision and i emailed them saying i did not want to move forward.  When i asked for my "hold" do be given back their manager came back with another offer to give me more money for my trade in vehicle to convince me to move ahead.  I continued to say i am not comfortable with moving ahead and would think about it though.  When i did some research into their offer and found it was way less then ideal for me i asked if they would be willing to offer more to which they said no and agreed to refund me the $500.

  
  

  I have major concerns over the "trapping" of clients especially around the lack of clarity on the $500 deposit (which they now say is non-refundable).  Why would someone pay $500 when they are still deciding if they want to spent over $20,000 dollars?  **** ****** *** **** ** ***** *** ** *** ******* **** *** **** **** ** ******* ***** **********  I think the dealership can do better for their clients.

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

• Initial Complaint

  25/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deal: ********** December 2, 2019 Extended Warranty ********* (Finance Manager) and ************************* (Salesman) sold my wife and I a *** **** in December of 2019. We ended up buying the extended warranty- Life and ******************** under the guarantee that we had job loss coverage. ********* confirmed that this was included. My wife clarified three times that it was included as it was the deciding factor in us adding the warranty. Each of the three times my wife clarified, ********* reassured us that job loss was included in the warranty. When my wife and I lost our jobs in March of 2020, we called to use the insurance we had thought we purchased We spent $******* $**** on Extended Warranty $******* on ************** $******* on ******************** In March of 2020 my wife lost her job. So we called the Straighline *** who directed us to the warranty company. I called them and was informed she had to be unemployed for 3 months before it was able to be activated. I phoned back three months later and was informed that the warranty we purchased did not qualify for this coverage.I called Straightline Kia and left a voicemail. I have called many times since then, always left on Voicemail. I have been called back by three new finance managers, who I explain the situation to and each time am told they will get back to me only to have to call back and be ignored again. I have filed a complaint with *** ****** and was told that warranty is directly through the dealer.I spent almost $**** on a guarantee that simply was not true.

  Business response

  26/11/2021

  Hey *******,
  
  
  I have reviewed your paperwork and I see a life and disability insurance ******** to yours and ****** name. *** did not offer a job loss protection until recently due to whats been happening in the world. I know in the past some clients have gotten confused with the disability coverage, being that if you hurt yourself at work and cannot make your vehicle payments the insurance will kick in and cover your payments. However this is not factored in for any sort of job loss.
  
  I understand you are saying you spoken to our representative here who no longer works with Straightline KIA who led you to believe you have a job loss protection however to confirm with you there is no such thing on your contract. I do apologize if you feel misled that is the last thing we want our clients to feel because we do not run our business like that.

  We had this conversation on Wed June 10th 2020 via e-mail as well which based on our conversation I felt we had cleared this up. I have ******** your paperwork in this response, it does not state about job loss what so ever. In Part 3 it speaks about life insurance. In this section it states in the event of death your auto loan will be paid out in full. In part 5 of your contract it speaks of ********************* In this coverage if anything were to happen to yourself or ***** and you were unable to work due to that disability, your coverage will cover your payments until you are ready to go back to work. If you are not able to go back to work the coverage will pay out your loan in full for you. Again no where in your contract does it say you are covered for job loss because the warranty provider back in June 2020 did not offer job loss protection at the time.

  Thanks *******,

*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. ↩