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Complaint Details
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Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a car in November 2022 from the dealership with GAP policy. I bought a different car in May 2024 from different dealership. I cancelled GAP policy on old car and was told by insurance agency a check was sent to the dealership for refund of the balance as the policy was cancelled. The dealership owes me $855 total. They have not returned my calls or voicemails. I have tried for 3 months calling every week.
Business response
10/28/2024
We spoke to ******* *** and they refunded the customer directly on 8/8/2024. The customer should have received a check for $905.75 within 7-10 business days of 8/8/2024. If this has not been received, please call ******* *** customer service at ###-###-####.Customer response
10/28/2024
Thank you for getting a swift response. After calling for 3 months (have phone records to prove it) it is unfortunate they were unable to answer to let me know this themselves. I will contact ******* *** as Kia Napoli did not provide refund within the 40 days given.Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
my 2015 kia **** was vandalized due to known security issues with Kia ****s. I took my car to Kia Napoli for repairs in March 2023. In May 2023 I was called to pick up my car and I noticed issues with the work and work that was not included but should have been. May 2023 Marissa the agent I had been working with advised she would request supplemental pay and order the additional parts and call me in when they arrived. For months they advised parts were on back order, and in October ‘23 I started requesting a refund. Until March’ 24 of this year Marissa and Ruben her supervisor on multiple occasions advised no supplemental pay was ever received, however my insurance objected and sent proof. I contacted Kia corporate and was told to deal with the dealership directly. On 3/15/24 Marissa left me a voicemail advising the check of $1335.96 had been received but they were having a hard time finding the hard ‘arrow’ . She advised the check should arrive in a week or two but it’s now June 19th and no check has been sent to me. Furthermore, the amount she claims the supplemental was for differs from what the insurance says was sent. Additionally, my calls to her and Ruben since after March 15Th ‘24 have gone completely ignored. This issue is from May 2023 till now, I am still waiting on a response and refund. Please assist.Business response
06/28/2024
I'm sorry to hear about the ongoing issues you've experienced with the repairs to your Kia **** at Napoli Kia. Please be assured that Napoli will refund all monies owed to you as soon as our systems are up and running. We apologize for any inconvenience this delay may have caused and appreciate your patience in this matter. If you have any further concerns or questions, please do not hesitate to reach out to us. Thank you for bringing this to our attention....
Scott H*****
Executive General Manager
Napoli Motors
Initial Complaint
09/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I sent my Kia ****** 17 in for oil combustion issues. We were told 1 process, then as the process was nearing the end, we were told we needed additional testing to ensure it was under the warranty. We dropped off the vehicle 9/11/23 PM and had not received a follow up conversation initialized by the dealership. I had to call KIA headquarters to get an update on the tech ticket that was opened. The analyst helped me understand a ticket was opened on 9/14, Kia responded the same day and had to send another response on 9/20 to check on Napoli’s ticket. I called the dealership daily from 9/11-9/21 to tell me they did not receive a response from Kia. The director/manager of sales reassured me they are on top of the tickets and they will communicate with me by end of day- no calls or updates. The analyst contacted the dealership to let them know of their response on 9/14 and they are waiting for the dealership to respond back to them. The person handling my case did not receive the updates and I have been out of a car for 2 weeks since the dealership does not have any loaners or the loaners have been spoken for.Business response
09/27/2023
Thank you for reaching out to us regarding your concern. We want to assure you that we have everything under control. ******** cases for engines often require dedicated time and attention to ensure accurate resolution. We understand the importance of your situation and are committed to addressing it promptly. We apologize for any inconvenience caused and appreciate your patience.
Regarding your specific case (******** case ********), we would like to inform you that the engine was approved at 10:40 AM this morning. Rest assured, our team is actively working on it to provide a satisfactory resolution. We will keep you updated on the progress and strive to resolve the matter as quickly as possible.
Thank you for your understanding and cooperation.
Best regards,Reuben B*****
Service Manager / Napoli Kia
Initial Complaint
06/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my vehicle to Kia Napoli for an oil change and rotation of tires. The vehicle was running very well. I picked up my vehicle once the oil change was done and when I got on the highway to go home, the steering wheel started to shake bad. I got off the highway and called Kia Napoli and spoke with Peter, I told him what was happening, he put me on hold and came back on the phone to tell me that it was probably the tires needed balancing, I took the vehicle back to them and I see one of the workers test driving the vehicle and when he finished, I ask did he feel the wheel trembling and said yes and I left the vehicle for them to check it out again. Well, I got a call from Peter asking me did I put diesel fuel in the vehicle because now the car was smoking, and backfiring. Suddenly and I never experienced this with the vehicle before. Peter stated me a price of over $700 to repair the car. I said I would get it, but Peter stated the vehicle was suddenly undriveable and they needed more time to see what was wrong. This morning I got a call from Peter stating that the fuel injection and pistons and other issues was going on and to fix the vehicle it would cost now over $1700. In all my life of a driver, I have never experienced any of my vehicles just having all kinds of issues in a matter of hours. All I wanted was an oil change and rotation of tires. There is more with Peter lying saying I said the engine light was on and the vehicle was spoking and back firing. This has never happened in the five years I have owned the vehicle. I trusted them since I have been coming to get my vehicle serviced with them for five years. I have proof there was nothing wrong with the vehicle because they said everything was fine. After I brought it right back to them the same day, now they said it was not their fault and it was the vehicle fault. The oil change was done on June 22, 2023 and on June 22, 2023, they said the vehicle needs many repairs. the vehicle towed to my home.Business response
06/26/2023
To whom it may concern,
**** ***** had an appointment for a oil change, tire rotation, and a recall. No other work was performed. The car was shaking after the tire rotation because a balance is recommended after a tire rotation. The vehicle now needs fuel injectors, possibly because of bad gas. We would not know for sure until we tear the engine down. Napoli will be more than happy to assist in any repairs she would need on the car.
Initial Complaint
05/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On or around July 26,2021, I purchased a 2019 Kia ****** from Kia of ******* Dealership. Gap insurance with *** ***** was added. On January 8, 2023 said vehicle was totalled. At the time of the accident I wasn't Driving for ****. *** ***** DENIED MY CLAIM TO PAY ALL OR PART OF $8000 GAP CLAIM WITHOUT PROPER NOTICE, BECAUSE I AM AN **** DRIVER. KIA KNEW THAT I WAS AN **** DRIVER AT THE TIME OF SAID PURCHASE WHEN ADDING GAP INSURANCE. THEREFORE, I ASK THAT KIA OF ******* COVER ALL OR PART OF THE $8000 BALANCE OWED TO ******* *** ****? I HAVE SINCE PURCHASED A 2018 KIA ****** AND 2023 KIA ***** FROM KIA DEALERSHIP IN ******* AND GAP INSURANCE WAS AGAIN ADDED TO BOTH VEHICLES. THEREFORE, KIA DEALERSHIP SHOULD BE RESPONSIBLE FOR ALL OR PART OF $8000 BALANCE OWED TO ******* *** ****. THANKS.Business response
06/01/2023
Allstate is in contact with ***** ****.Customer response
06/01/2023
Complaint: ********
I am rejecting this response because: *** ***** is not in contact with me regarding this matter.
Sincerely,
***** ****Business response
06/07/2023
Talked with Allstate, ***** **** and Allstate settled on the gap insurance.Customer response
06/07/2023
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,
***** ****Initial Complaint
07/21/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a 2012 ****** **** from Napoli Kia in ******** ** from sales representative Dave on July 14, 2022. The pretense was the vehicle had a full battery capacity ranging 73+ miles. When I turned on the vehicle, it was fully charged but only had a range of 45 miles. I told Dave right away and he insisted the vehicle needed to recalibrate. I trusted his statement and proceeded to drive home. I couldn't make it home because the vehicle never recalibrated and I ran out of miles. After a full charge hours later, the vehicle went back to the 45 mile range as before. I texted Dave that same day at 12:16pm that I would be returning the vehicle, then he told me to bring it home. I explained to him that it wouldn't make it home due to the lack of range. I attempted to bring the vehicle back to the dealership the following day, but it ran out of range and had to be towed back to the dealership. After a bunch of back & forth, we determined that the battery capacity was inaccurate and Napoli Kia wants me to pay for a battery replacement to get the proper range.Business response
07/28/2022
Inquiry ID ********* *** *****.
After reviewing the complaint by Mr. *****, Napoli Kia and Mr. ***** have agreed to unwind the deal and Napoli Kia will take the car back. Mr. ***** is set to come in on 7/28/2022 to receive his money back. If you have any questions, please contact us at ###-###-####, Thank you.
Customer response
07/28/2022
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,
*** *****Initial Complaint
04/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a car on 1/24/22. On 2/11/22 I returned the vehicle back to Napoli for a repair. They took 2 weeks to diagnose the problem and told me they would be ordering a part to fix the car and I should have it back within a week. I called a week later and was told that my warranty company would have to come out to assess the issue before they would ship the part and the process could take up to 2 weeks. I called after 2 weeks and was told they were shipped the wrong part and needed to reorder. I called again a week later and was given the same information. I called and spoke to my warranty company and part supplier who assured me there were only 2 parts that could possibly be ordered and both were shipped to the shop. I had to call napoli numerous times to get any type of management to come to the phone. I tried speaking to the store owner, and the manager of the repair portion of napoli and both were rude and unhelpful. I asked about being able to exchange the car since I only had it for 18 days before the turbo blew on it. They told me no. I keep being told they’re figuring something out and ordering parts but I am being lied too. They claimed they ordered a part again on 4/4. When I called on 4/8 they said they were once again shipped the wrong part. I just spoke to the warranty company and part supplier again today (4/18/22) who said napoli did not report that they were shipped the wrong part not have they tried to order another part since 4/4/22. I’ve called and am once again being avoided and lied to that there is no one there who can help me.Business response
05/04/2022
To whom it may concern,
***** ****** brought her car into Napoli for repairs 2.28.2022, we did in fact have communication concerns and could have done a better job keeping her updated. For that we apoligize and look to better serve her in the near future.
Her warranty company approved the repair however could not supply us with the correct part, the correct part was only delivered to us 4.25.2022 and we had the car repaired by 4.28.2022. ***** picked her car up 4.30.2022. Attached are copies of her work order and also conversations between the parts supplier admitting he has never dealt with something like this before.
I spoke to *****, and I also spoke wih her father explaining this concern, I can understand their frustration but the parts supplier could not deliver or even locate the right turbo for this car in order for Napoli to repiar the car in a timely fashion.
Initial Complaint
04/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Friday, April 8th, my daughter received a letter from Kia Corporation about a serious safety recall on her car. A recall that could case the car to catch on fire whether driving or sitting still. Do not park the car indoors or next to other vehicles, the recall states. No fix available now. On Monday, April 11th we contacted Napoli Kia to obtain a loaner car because of this serious concern. They say they have no loaners available and cannot find any cars in our area from private rental agencies. I FOUND A CAR AT ***** RIGHT DOWN THE STREET. So now I am paying out of pocket for this rental. Kia Corporation possibly will reimburse. Napoli will do no such thing. In my opinion, Napoli Kia should pay for this rental car from *****. Just because I found the rental does not release them.Business response
04/12/2022
To whom it may concern,
Our customer ****** ******* received a letter from Kia USA explaining a recall which is affecting 127k Kias. The letter she received explains there is no repair at this time and when the repair is made available Kia will notify the customer immediately in order to have the safety recall performed. Kia will not cover a rental at this time unless there is an active concern with a customers vehicle.
Napoli Kia explained to ****** ******* that if she was concerned we could arrange to have the car inspected and if we found an issue we would get her a rental and repair the car once the remedy is available.
****** ******* can call Kia Consumer affairs with any other concerns about the recall as Napoli Kia can not perform the recall until the remedy is made available.
Attached is the letter of what ****** recevied from KIA.
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Get a QuoteCustomer Complaints Summary
11 total complaints in the last 3 years.
3 complaints closed in the last 12 months.