ComplaintsforHorne Kia

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order a part for my **** They said it would be sent to a *** dealership nearest me. I live in ******* and they sent it to Horne Kia in *******. Shipping from Horne was almost $30. When I received the part , I realized it was the wrong part. I emailed Horne and they said to return it They said I would get a refund as long as the part was not used. It cost me over $26 to return it. Then they emailed that it was not eligible for refund because I had opened it. So including the cost of the part, order *****, $63.47, and shipping, I have lost $127.

  Business response

  08/20/2024

  This is not our Business and not affiliated with us in any way. We dont sell *** parts. Sorry

  Customer response

  08/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Customer response

  08/20/2024

  OEM works through a middle man, Horne Kia.  The email from Horne,

  Horne Kia: Order #***** Placed
  
  
  Inbox
  Search for all messages with label Inbox
  Remove label Inbox from this conversation
  
  
  
  Horne Kia <***********************************************************>
  Jul 29, 2024, 7:42?AM
  
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  ORDER #***** - Placed 07/29/2024
  
  Hello *****************************,
  Thank you for your purchase!  We will start processing your order shortly and will notify you with any updates.  You can monitor the status of your order here.
  
  Part Number Part Name Price Quantity Total
  83130-B0000 Door Weather-Strip $63.42 1 $63.42
  
  
  Subtotal: $63.42
  Estimated Shipping to ***** via Standard Shipping: $27.94
  Total: $91.36
  
  
  Shipping Address:
  ***************
  *******, **
  *****
  
  Payment Info:
  Amount Charged/Authorized: $91.36
  
  We hope you enjoyed shopping with us and encourage you to add our site to your favorites.
  
  PLEASE NOTE:
  
  If purchasing a bumper cover - we will contact you to discuss potential carrier surcharges.
  All body parts are unpainted unless specifically described as a painted item.
  Thank you again for your order.
  Horne Kia
  ************ | ***********************************************************
  Click here to view our site
  
  Shop other accessories for your vehicle:
  
  Wireless Charger
  B2H58-AP000$11.59
  
  Wireless Charger
  C6F76-AC000$124.32
  
  Chargepoint Level 2 Home Charger, Hardwire
  CPH50-HARDW$549.00
  
  Chargepoint Level 2 Home Charger, NEMA14-50
  CPH50-NEMA1450$699.00
  
  Chargepoint, Level 2 Home Charger, Nema 6-50
  CPH50-NEMA650$699.00

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horne Kia has my vehicle due to a faulty engine on their part. *** know of the issue but will not issue a recall. They replaced the engine but will not fix the problems that are caused from their faulty engine. *** has called me 2 days in a row to fix things that they have caused. First i was told that the O2 sensor was stripped while disconnecting it. They stripped it but i needed to pay $450 plus to fix it. Now they say that there is a hole in the radiator thats causing coolant to spit out and that I need to pay $800 plus to fix that. Issues that I was not having before their faulty engine blew and they want me to pay over $1250 plus taxes. *** is the reason I'm in this situation and istead of fixing the issues and making things right they find a way to try and hold your property for ******. After saying that I'm not comfortable with paying I was told to call corporate and then I'm told that this is not corporates problem. They said that they are not responsible for any problems caused from their engine. I was told to work out a deal with the dealership he was sorry I'm going through this but this is my problem. Your car has too many miles and too old. This should not matter if your parts are faulty how old your car is or how many miles you have. This by far is the worst experience I've ever had. Just fix the issues that you caused. On the flip side if it were my fault they would have no problem holding me accountable. If they are doing this to me there is no telling how many more people that they are scamming and getting over on. They need to be held accountable!

  Business response

  08/17/2024

  August 17, 2024
  
  HORNE KIA
  1465 E Motorplex Loop
  Gilbert, AZ 85297
  
  RE: CIC 24-013760 / ******* ***************************
  
  To whom it may concern,
  
  Horne KIA follows strict factory guidelines regarding any factory recall or engine replacement.
  
  This procedure is followed 100% of the time.
  
  Unfortunately, the hole in the radiator has nothing to do with the engine replacement as that is a separate concern from what would appear to be a rock. In the Sate of *******, we have seen this happen from time to time. Horne KIA will be more than happy to repair the radiator which is recommended for the price quoted.
  
  If this is unacceptable or a hardship for the complainant, Horne KIA will be more than happy to assist the complainant in upgrading to another vehicle to seek resolution.
  
  Sincerely,
  
  *************************
  Horne Kia
  ************
  **********************************

  Customer response

  08/19/2024

  Originally I was told that no one knows where the "hole" came from. I was told that this was discovered when it was taken for a test drive. Then told that it wasn't holding coolant. Then told that it was spitting coolant out. Now all of a sudden a rock comes into play. I'm not sure if something happened during the test drive, because it couldn't have been doing this prior if it was decided to be taken for a test drive. It happened in your care and I expect *** to fix it. Then you wait 4 days to tell me that the rental is no longer covered and that I have to pay that out of pocket, when you could have communicated this to me on Thursday when we spoke on the phone. This by far is the worst service I have ever experienced. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I keep getting letters created in various fashion from looking like a business email to a FINAL ATTEMPT letter, stating they have buyers who want to buy "their" 2015 **************. I have written numerous emails and even called asking them to stop as I have not owned a *** of any kind in over 6 years and they do not stop. This borders on harassment and complaints will also be filed with the **************************** and lawsuits will be initiated if they are unable to stop contacting someone who has told them to stop AS REQUIRED BY LAW

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had 5 warranty contracts purchased on my 2024 Kia ****** warrantied through ***************** Services (FWS). I wanted and intended to cancel 3: maintenance service contract; road hazard tires contract; ding and dent contract. I wanted to keep 2: GAP contract; Extended Warranty (Mechanical Failure) contract. I read all terms and conditions and knew I could call the dealership to cancel or call FWS to cancel. And I needed to include all copies of the contracts I was intending to cancel with the cancellation form. I called the dealership and got ***************************** voicemail; left a voicemail. I then called FWS not knowing how soon ****** would get back to me and wanting to get the ball rolling due to other life events going on at that time (April). FWS guided me to the form. FWS instructed me what contracts to put on what fields. I emailed to FWS. **************************** returned my call. Said to email to her as it would cancel faster. She emailed me. I replied and sent the same exact documents I had sent to FWS based on how FWS instructed me to fill it out. Which also included the contract #s for each contract wishing to be canceled that could be correspondended with the copies of the contracts I attached as well per the terms and conditions. Now I find out that my extended warranty mechanical failure contract was canceled by the dealership via *************************** and thats what they sent to be cancelled. I am being told nothing can be done. Im just SOL with that coverage. Even though I never authorized this and it was 100% the dealerships error due to laziness and not looking at what was sent. *************************** claims that I put the contract number for the maintenance services on the service line (as I was advised by FWS who is the company the form comes from & who cancels the coverages with said form) and thats for the service contract which is the mechanical failure contract. It makes no difference I was advised that by FWS and she was too lazy to do her job properly.

  Business response

  06/17/2024

  To whom it may concern,

  One is able to reinstate the cancelled warranty coverage by repurchasing the Service Contract if one still would like to have that coverage.

  This can be done by going to Horne KIA and visiting with a Finance Manager.

  Sincerely,

  Horne KIA

  Customer response

  06/17/2024

  I refuse to purchase a new contract with funds I do not have as that is why the initial was financed because Horne Kia chose to erroneously cancel my extended warranty contract without my permission. Your business needs to right your wrong. Also, to ask someone to purchase business with your company again, when your business has provided awful customer services on 2 issues now thus far is absurd. This is an unacceptable response. I did not cancel the contract. *************************** did. Erroneously. So your location needs to take accountability on the issue and fix it.  Check your documents and you will see no approval was given by me to cancel this contract. All I did was follow FWS instruction and send what was required of me to send. Your company dropped the ball. Your company needs to right its wrong. 

  Business response

  06/19/2024

  To whom it may concern,

  Horne KIA staff followed the direct instructions from the customer filling out the form improperly. ********************** did no harm other than execute the demands of the customer on the form in which the customer filled out.

  Once the Service Contract is cancelled the amount of the cancelled contract goes back to reduce the balance owed on the loan at the bank. If there is no loan, the check is issued to the consumer by the warranty company within several weeks.

  Since Horne KIA did exactly what the complainant requested, Horne KIA exudes no wrongdoing. 

  The complainant can re-purchase another Service Contract by contacting a Finance Manager at Horne KIA.

  Sincerely,

  Horne KIA

  Customer response

  06/27/2024

  That is actually incorrect because I was told that the reason we go through Horne Kia as the fastest process is for accuracy. So my documents should have been checked before they were sent off by Horne Kia. They were not. Your staff was lazy in their duties and so because I followed the warranty companies information, I was only doing what I was told. But horne kia did not do their part. I was advised that a new form should have been filled out to ensure accuracy which is the point of the dealership. The communication is horrible and the customer service is horrible. I will be advising no one to use Horne Kia on every platform as the fact that I have been placed in this situation is absurd to me. This is not the first issue I have had with Horne Kia either. So obviously your business cannot be trusted. Thanks for the awful customer service and leaving me without an extended warranty. I recommend to stop being lazy at your job since one person handles cancellations for that reason. Accuracy. And that wasnt completed by any means. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This is the worst dealership experience I have ever had and that's saying something since I'm 59 years old and have been to many. The customer service staff, ****, and customer service manager, ****** were rude and when I asked to speak to the dealership manager or owner, I was told none were available. I was given a corporate number to call and they had me wait 10 days for the escalation department to tell me that they rely on their dealers to provide them information. The problem I had was with the dealership diagnosis (It was wrong) and the unprofessional treatment of a customer. The escalation department's answer was that they are audited every quarter. Do yourself a favor and don't buy ******* or **** They didn't honor my warranty. Never, and I mean never, think that you are going to be treated well or professionally at the Horne motor groups. They bounced me off to corporate who bounced me back to the dealer. They told me that my only resolution now is to *** the dealership which I am going to look into. Buyer beware.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Upon purchasing a 2023 ******************* (VIN: *****************) from Horne Kia, two additional programs were included in the purchase. The first was the Care Choice Maintenance program, which cost $899, and the second was the *********************** Protection Plan, which cost $299. I later transferred ownership of the car to my son, who resides in ***********, ***********However, dealerships in *********** refuse to honor the maintenance program, claiming that "it was not purchased there." Despite contacting ********************* emailing the Vice President of ***************** Sale Operations, and reaching out to Horne Kia, the dealership where I purchased the car, I have yet to receive any assistance in resolving this issue. I subsequently filed a formal complaint online with ***************** (case number **********, but have not received any response.Recently, my son encountered some unexpected car expenses. He needed to replace a cracked windshield and have an oil change and tire rotation (his first scheduled maintenance), which cost $500 (Insurance Deductbile) and $150 respectively. To our dismay, the dealership did not honor the additional programs that had been purchased.If the additional plans I purchased when I bought the car are not honored, I demand a refund for the cost of those plans.

  Business response

  05/15/2024

  To whom it may concern,

  The maintenance plan sold at Horne KIA is accepted by all *** **********s across *****************. Complainant filed a claim with *** Consumer Affairs for resolution of his issue that a *** ********** other than Horne KIA denied use of the maintenance plan.

  Therefore, Complainant is following the correct protocol to voice grievance.  If Complainant wishes to cancel the maintenance plan then Complainant must visit the **********, Horne KIA, to initiate cancellation between the hours of 8 a.m. and 5 p.m. MONDAY through FRIDAY.   

  Sincerely,

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

  Horne KIA

  Customer response

  05/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  My *** ****** had an electrical failure. I had it towed by AAA to Horne Kia for a diagnostic and repair. I left my key fab in the cup holder for them. When I called they told me that my car was fine and the failure was due to an after market alarm that was installed. I am the original owner and I never had an after market alarm installed. When I tried to explain that the service manager, ****** blocked my number. I had to call from work to get him on the phone. He told me to take my car back to where I bought it from!! When I picked up my car my key fab was missing. They denied losing it. I contacted *** corporate which proved useless. They were rude and strung me along for a month stating they would help resolve this issue. During that time I contacted the dealership that I purchased my car from. They had no idea what I was talking about when I asked if an after market alarm had been installed. I also took my car to a local mechanic who verified that I had the original alarm that came with the car. Horne not only lied about the diagnostic but they lost my key fab and refused to replace it. My daughter placed several calls to the dealership requesting to speak with ****, the ** and he never returned a call. I want a replacement of my key fab they lost and a refund on the bogus diagnostic

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On November 16th 2023 at 9:00pm I was watching the Tosh.0 show on the Tosh.0 channel of the ******** online streaming service when I saw a commercial for a local car dealership (Horne Kia). The advertisement stated I can buy Any New *** for just $5 a day. This price seamed like a good deal so I did the math.$5 x 365 days = $1,825 per year Typically car terms are 5-7 years 5 years $9,125 - 7 years $12,775 This sounded like a great deal but I was skeptical because most car commercials have small text at the bottom with the qualifying terms of the deal or a fast talking person at the end. I got my phone ready to take a video so I could listen to the fast talk or read the small text. The commercial came back on at 9:20pm and I recorded the screen. To my surprise not small text or fast talk was in the commercial.The next day I felt compelled to rush to the dealership to take advantage of the deal. When I got there I was not greeted buy a sales person or anyone so I started looking at cars and signage explaining the deal I saw on tv the night before. No signs or flyers were available. I found a couple EV cars I liked so I found a sales person (*****) who showed me a couple cars and informed me they dont have the **** EV9 on site yet but It can be ordered (emphasizing on the long wait time)I felt pressure to act now on the deal so I picked one of the cars on-site to test drive. The car was good and I new my wife would love it so I said I would take the white one on the show room floor. He said awesome how would you like to finance it to which I replied I would like to take advantage of the $5 a day deal he told me cool but I dont know how that works and proceeded to get his manager. The manager came over (I dont recall his name) I told him I wanted the car for the $5 a day he said I would need $30,000 down and a trade in to get that deal and it only applies to specific VINs. I said that was not stated in the commercial. The manager then began to explain how sometimes ads are used to get people to the store then are given other options. He got his phone out and said this is the truth and showed me the car on the company website. The payment was over $1000 per month. I said thats fraud and illegal . He then said he would go talk to the boss leaving me with ***** for 30+min. The manager started talking to other customers making deals. I asked ***** what was going on and he informed me he was told to let it go. Irritated I was being blown off I found the manager and asked what is going on. He said we cant do that deal. I asked him to get his boss so I can understand the situation better.The Boss came out and I told him the situation to which he said that was an old at and they cant do that deal. I explained I saw it on tv the night before and I even recorded it. I asked if I could talk to the owner or the General Manager. He said they are not here. I asked for a number or card he said they dont have any. I then asked if I would talk to the HR person or get in touch with the legal department to see if the advertisement was legitimate. He then said if you are threatening to *** you need to leave. I said are you serious!? You are kicking me off the property? He said Yes and I said Ok have a good day then left the property.I have since proposed the situation to the *** and the AGs office.

  Business response

  01/30/2024

  JANUARY 30, 2024
  
  HORNE KIA
  1465 ****************
  Gilbert, ** 85297
  
  RE: CIC 23-015826 / *********************************
  
  To whom it may concern,

  
  Horne KIA produces advertisements approved by the manufacturer and compliant with the laws of the ****************.
  Complainant references an approved advertisement in which a consumer may purchase a vehicle at Horne KIA for $5.00 (five dollars) a day
  on approved credit with consideration of the cost of the vehicle and down payment required to reach the desired monthly payment.
  Comes now Complainant with unfounded basis for remedy.
  

  Sincerely,
  
  *************************
  Horne Kia
  
  

  Customer response

  02/06/2024

  I'm contesting the business's response based on the violation of the ******* Act, specifically the false advertising clause. None of the details mentioned in Horne Kia's reply were part of the advertised offer. Furthermore, during my visit, I was informed that the promotion wasn't targeted at me due to my income level. This deliberate exclusion of information by Horne Kia aims to mislead consumers. I request that Horne Kia honor the terms of the advertised deal and sell me the vehicle as promoted. I have copies of the advertisement available for review, and I can provide a link since I can't upload them through this email.
  

  
  

  Business response

  02/07/2024

  To whom it may concern,

  We will be more than happy to honor the advertisement in question.

  Please schedule an appointment with ******************* at ***************************************

  Sincerely,

  Horne KIA

  Customer response

  02/14/2024

  I contacted **** as stipulated in your response. **** was not aware of our conversations and was not willing to make a deal based on the terms of the advertisement.. I would be willing to accept your offer of honouring the advertisement, but I need to have communication available with an individual who knows and understands the situation. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ok so where do I start with this vehicle that was sold to me! I came in to the dealer interested at looking into a used Kia ******* on 6/1/22. The sales *********************************** sold me on the used 2015 ******* on the lot, **** expressed to me how great of a vehicle this was going to be and how it would be so reliable and safe for my 3 children and would provide me with many years of trouble free service. Needless to say I purchased the vehicle and the issues began immediately! When I went to leave the dealer I noticed the A/C was not blowing cold, I went in and grabbed **** and he told me that for the A/C to work the car needed airflow and had to be driven. This sounded odd me to but I went with it as I didn't know any better. Needless to say driving the car did not make the A/C cold. 4 days after purchase (6/5/22) I noticed the transmission was shifting really hard. I contacted **** and he told me to bring it on in to have it looked at, unknown to me I showed up for my appointment and **** had not booked me in for the service department to have the problem inspected but he had rather made an "appointment" with himself, the service department told me they had no availability and could not look at the car. **** proceeded to tell me that these are performance cars and a hard shift is normal. The following week around 6/18/22 I was backing out of a parking spot and when I placed the car into "D" it did nothing and went no where. I called the dealer and basically got told to kick rocks cause I was outside of my "15 day window so it's as-is" if you ask me this feels like I was purposely delayed till the vehicle was no longer in it's return window of 15 days or 500 miles. I bit the bullet and had the transmission replaced, less than 4 weeks later it went out again! The car is on its 3rd transmission now and we began to have engine issues, took the car into a local shop I trust and they found the head gasket is blown and found evidence of head gasket sealer in the coolant!

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Purchase: 11/04/2023 2018 Chevrolet Camaro,Stability track light on 11/07/2023 took it back to Kia ********************** and *********************** sat in the car and returned the car to me 10 minutes later without having it check by the service center. 11/14/2023 Contacted **** to tell him about overheating issue, gave me the run around all day, his manager **** called me I told him the camaro was overheating and I was stranded on the side of the road. Then manager **** told me figure out how to get the Camaro to Kia ********************** because they did not provide tow truck service. I tried calling ****, he blocked my phone as I was immediately redirected to his voicemail. I returned the car to Kia ********************** for service from 11/14/2023 - 11/22/2023 for overheating issue. ***************************** and ***** both stated that the camaros coolant system had been inspected and they performed maintenance by flushing the coolant system which is not stated in the receipt.The coolant system was obviously not inspected because 8 days later I am having the same issue. ***************************** and Manager ***** both stated they would have the coolant system inspected.The camaro was at the service center 11/14/2023 - 11/22/2023 which ***************************** from the ************** stated they did not find any issues with the camaro other than low coolant. ***** got on the phone and stated that the car had a 90 warranty for what they had check out which was the coolant system and the issue with the camaro overheating. However on 11/30/2023 I am filling the coolant reservoirs. I was told by ***************************** and by ***** the coolant system was inspected obviously that is not true. I was also told by *********************** the camaro was inspected thoroughly before I purchased it obviously this is not true either. The issue with the camaro is within the 15 day grace ********** I want is for the car I purchased in full to be fixed correctly.I have attached the receipt and my statement because there is not enough room to state all the unprofessionalism.

  Business response

  12/06/2023

  To whom it may concern,

  Horne KIA is compliant with the laws in the **************** regarding the sale and repair of pre-owned vehicles.  

  Complainant should schedule an appointment with the service department as soon as possible to address any

  repairs related to the State implied warranty for drivability (15 days or 500 miles).

  Sincerely,

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

  Horne KIA

  Customer response

  12/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

*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. ↩