ComplaintsforRick Case Kia

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Almost 2 months ago I purchased a 2020 Kia ****** from another dealership. The engine light appeared, so I took it back to that dealership to get it diagnosed. It turned out that there was an issue with the fuel pump system. That dealership noticed that my warranty with the manufacturer was still active so they suggested I take it to *** to have the repair done. They assured me I would not be paying anything out of pocket.On 8/19/24 I took the car over to the Rick Case Kia location to drop off for them to repair. ******* the technician helped me with the drop and he assured me it is still under warranty and did not ask me to pay anything out of pocket. He said it should take 1-2 days and he will let me know when its ready for pickup. After not hearing anything from the company on Tuesday, I decided to reach out via text on Wednesday since he said that he doesnt answer phone calls because its ****** Voice. He didnt respond.I texted and called again on Thursday 8/22 where he apologized for the delay and stated my car was still being serviced and they were waiting on the parts. I didnt mind waiting too much just as long as the issue was getting fixed. That Thursday afternoon he sends me a text stating I need additional work done and a bill with another customers name in the customer field at the top. It was not really concise so I texted him back asking the bottom line, how much would I have to pay out of pocket with the warranty? He texted back, $0.00. So I said please proceed. When my car was finally ready on Saturday 8/24, I get to the establishment and theyre demanding that I pay out of pocket almost $700. I felt bamboozled and I believe I experienced sexism. Its probably not the first time they did that to a woman who doesnt know much about cars. Im highly disappointed and someone needs to be held accountable. I need my car back and dont know how I will be able to prepare that amount of money in such a short notice. Nevertheless, theyre evil.

  Business response

  09/03/2024

  Customer Authorized for the maintnance to be performed on the vehicle.

  See the comunication from service advisor and customer attached

   

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought in my 2013 Kia **** in for 2 warranty recalls and to have the rear passenger *** sensor ***laced. *******, my service *** messaged me that when they drove the vehicle in to do the *** ***air, they heard loud scraping. While they were ***lacing the *** sensor, they noticed that both of my rear rotors were gouged on the inside because whoever did the brakes previously put too long of a bolt to hold the caliper in and they damaged both rotors. He sent me a picture of the damage on one side and a picture of 2 bolts that he claimed were the cause of the damage. He tried to sell me new rotors and brakes for the rear because of the damage. I declined, knowing that the damage to the rotors was caused by the Kia ************ know this because I was the one that changed the brakes and rotors, roughly ****** miles ago. I drove the vehicle and drove in the vehicle for over 2 years since I ***laced the brakes and rotors and never once heard any scraping and noises from the brakes. I took the vehicle home, ***laced both rear brakes and rotors. Unsurprisingly, only the rear passenger rotor was damaged. The drivers side rear rotor had no gouging damage (pictures included). It is my assumption, that based on the damage only to the one side, that when they ***laced the *** sensor, they put in a longer bolt (accidentally or on purpose I have no idea) and that is what damaged the rotor. They told me the damage was to both rotors, showed me pictures of 2 bolts together but the drivers side rotor is not damaged. The passenger side has a large circular gash, which is brand new and fresh. I paid roughly $200 and spent an hour ***lacing the rear brakes. I wouldn't even be upset and filing a complaint if they hadn't flat out lied to me. I am seeking a billing adjustment for the out of pocket expenses to ***lace the rear brakes, which they told me needed to be ***laced (along with the front brakes) even though there was over half of the brake pad left.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in for assessment June 7th. Today is August 6th and the car has not be assessed for the damages at all. I visited the lot today to confirm this. I have contacted them for updates several times and have reached out to my extended warranty and they also have not received any communications. Ive attached a few of the MANY communication attempts to receive information on what is happening. I believe they are waiting for my extended warranty to expire this month to do anything.

  Business response

  09/03/2024

  We spoke with customer and she is happy with all the services provided by our store.

  She has authorized tear down on her vehicle.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  From the beginning I showed the vendor my pre-approval letter from *********** to finance the car with them. Since the APR was 7.5% I told the vendor I want to use them instead of their financial company. Once we went to sign the documents, I asked the agent if they ran the credit check with *********** and he said yes but their financial company has a better APR than ** so that was my best option. We acted in good faith because we trusted he was doing the best for us and proceeded with the signing for the contract via Ipad. The agent never printed out the contract for us to see all the charges and the APR % of their financial company before signing. He just gave us an *** drive and we left the dealer. Recently we received the statement to make our first payment and noticed the monthly payments were too high and the APR was higher than **, it was *****%. I checked the *** drive and to my surprise there were multiple charges that we didn't recognize or approved. I checked my Credit Karma and after not seeing ** as one of the lenders contacted to finance the vehicle, I called them to check with them if they were contacted by the dealer since I had a preapproval with them. ** confirmed that they never got in touch with the dealer. After realizing the dealer was very unethical in the way they conducted their business, we tried to get in touch with the vendor, financial agent or store manager and nobody answered our calls. We left voicemails and sent emails but they havent responded. Now we are getting close to the date to make our first payment but we dont want to deal with them because of their lack of professionalism and dishonest way to treat customers. We want to refinance the debt with another financial institution that offers a lower APR and also have the dealer remove all the additional charges that we didnt approve and were added without our consent. Charges in dispute $850 GAP+$1895 Costguard+$347 Next Miles+$1300 Sentinel+$799 Etch+$877 Road Hazard $6068

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 28th 2023, I visited Rick Case KIA to lease a KIA ** GT-Line. The window sticker price stated MSRP ($26,890) + Additional items ($1,381) + ****************** ($1,125) added to the car for the amount of $30,195. After revising the Lease agreement, the contract showed the value of the vehicle to be at $33,323.97 I immediately requested information and after an hour waiting, the sales person came up with a new sticker attachment stating that there were other added items that were not included and therefore, the price changed to $33,366.The "New Items" included 2-pakgs: Performance Pkg for $1,795 + Level 1A Package for $1,376 As I checked the list of items on the new sticker at home, I noticed that the "New Items" are already included on the previous Additional items for the original MSRP sticker price. I contacted the Dealer several times and the sales person mentioned that a manager will reach out to me. I have gone there personally to speak with someone but there are not responding and said that contract is signed and there is nothing they can do... Is it illegal to change the sticker price and or charge me twice for items that came installed from the manufacturer and printed on the original sticker price i.e. door edge guards, paint sealant, Nitrogen in all tires, Prestige Emblems, mud guards. Rick Case KIA is breaking the law in several ways - False advertisement + Changing the Sticker Price through overstating additional items that already comes included with GT-Line Premium Package.There is no such thing as "Prestige Emblems" and they are charging hundred of dollars for it...Dealers do not paint nor add additional "Paint Sealant" to a new car but I was charged for it...Mud Guards is already listed in the original MSRP sticker but ************* charged me again...Tires are filled with Nitrogen from the manufacture. Dealers do not add this but I was charged...Please let me know what are the next steps.

  Business response

  03/04/2024

  see the customer's lease agreement attached.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 22, 2023 I purchased a 2023 Kia ******* from Rick Case Kia. When filling out all the paperwork with the finance advisor I inadvertently signed up for a CostGuard extended warranty which I did not want. I did not realize this until a few days after the purchase. When I reached out to the finance advisor I worked with he told me it could not be cancelled until 90 days. Well when I received all the paperwork form CostGuard I found out that was NOT true. It needs to be cancelled WITHIN 90 days of purchase, and within 60 days of purchase for a full refund.I had filled out the CostGuard cancellation form and gave it to the finance advisor before I realized it needed to be submitted within the 60 day timeline. Once I realized that I attempted to contact the finance advisor who handled my purchase. First issue there, NO ONE EVER picks up the phone there. Every attempt to call went to voicemail. One 1/19/24 I left a total of 3 voicemails. I was told he was in yet he as of this writing has NOT contacted me back. I even sent an email to the dealership and STILL NOT ONE PERSON HAS CONTACTED ME BACK!! Totally unprofessional.I do not live close to the dealership so I cannot just go there.This is not the first time I have had this issue with this dealership AND this finance advisor. When I first realized I purchased the extended warranty I attempt to contact this finance advisor. After multiple attempt I contacted the general manager and THEN he got back to **** need to have this service contracted cancelled BEFORE the 60 day *****

  Business response

  02/07/2024

  Customer signed optional finance product Menu at the time of the sale. this has been attached.

  Cancellation of the product has been submitted as of 01/29/2024

  any additional information feel free to reach out to:

   

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

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

   

   

   

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/29/2023 I purchased a car from from ************* dealership with an extended warranty. The finance gentlemen *********************** told me and showed me in the contract that if I did not want the extended warranty I could contact him and he will cancel it at anytime. I tried to use the warranty and was told by the warranty company that I have no records of my warranty with them. I am paying for this warranty in my car note. I tried for over two weeks every day to reach the finance department and have left several messages for **************** since he is the only one who can fix this issue and he won't return my calls. I just want to cancel this warranty contract.

  Business response

  10/09/2023

  We have contacted the customer to process the cancelation on products. She will come to the dealership on 10/11/2023 after 1:00pm 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint ID: ******** I bought a 2023 Tucson from ************* ******* last year, and the car is parked in my garage. It is not working and I called them to take it to the shop on Aug 02, 2023. They have not picked up my *** yet. I have to rent a car to take my children to school, doctor ************* and other things that I have to do. It is a shame I bought this *** for so much money over $40,000 and this car has a 20-year warranty and they can not pick up the *** to get it checked out to see what is wrong with this brand new car. I keep calling them to take the car to the shop, and they keep making appointments and canceling them and it is almost 2 month now. I need them to reimburse me for all my expenses such ************* and fix or replace the ***, I need them to buy back this ***. So I can get something that works. Since August 02,2023 and till I am still waiting for them to pick up this ***. *************, did sent an appointment for Oct 20, 2023. this is how long I am out of a car.

  Business response

  09/20/2023

  We are Rick Case Kia, any concern with A ******* Tucson should be address with a ******* dealership. based on the address of the customer Is probably best to contact a ******* dealership in the ********** area.

  see the information for *******'s roadside assistance to where the customer can make a claim:

  ******* *Assurance 24/7 *Roadside ***************** Services Provided. ******************-Year. Unlimited Miles Coverage * 24/7 *Roadside Assistance. **************.

   *

   *

  Customer response

  09/20/2023

   
  Complaint: 20628321
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  I need  this company to pick up my **** and get it check out now! Also, I have spoke to the ******* customer service and they said they where putting in for a buy back of this **** since August 2, 2023, and I have not heard anything back. I been renting a car since August 2, 2023 until now, therefore, I need reimbursement for this rental car expense. They need to set up pick up of the **** right away, so I can use this car I bought, and return this rental car. Thank you so much.

  Business response

  09/20/2023

  Based on the address of the customer Is probably best to contact a ******* dealership in the ********** area.
  see the information for *******'s roadside assistance to where the customer can make a claim:
  ******* *Assurance 24/7 *Roadside ***************** Services Provided. ******************-Year. Unlimited Miles Coverage * 24/7 *Roadside Assistance. **************.

  Furthermore, if there is a delay in repairing the vehicle or the local dealership cant assist you could contact ******* directly for assistance.

   *

  thank you.
  
  

  Customer response

  09/20/2023

   
  Complaint: 20628321
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I need them to give me the info for the rental reimbursement. and I need them to set up the pick up for the *** because every time I did in the pass it was cancel.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle in February and during the process, items were added that I did not agree to and, given how late in the day it was, I didn't notice until the following day. At that point, I immediately contacted the dealership and cancelled the *** insurance that was added to my vehicle. The date of cancellation has been since February 6th 2023 and I have yet to receive the $1000 refund that is due to me. I never get a response to either my emails or phone calls (all of them have been sent to the person I dealt with; ******************. When I show up, I get the run around that the check will arrive in the mail. This has gone long enough and I'm tired of playing their nuisance games. I'm enclosing the cancellation form in case the dealership has a case of amnesia. Needless to say, I seriously doubt I'll ever buy another vehicle from this dealership.

  Business response

  08/25/2023

  The cancellation paperwork has been submitted it should reflect on the customers account by month end. 

  Customer response

  08/29/2023

   
  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

  06/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  - Jan 2023: Purchased vehicle from Rick Case Kia, which did not disclose security flaw - March 2023: Vehicle stolen - April 2023: Vehicle found and brought to Rick Case Kia ************** for repairs - June 2023 (current) ************** has yet to repair vehicle OR communicate status of repairs. Because of their lack of action and communication, I am now paying out of pocket for the rental vehicle. I have tried to reach out to them (as well as my insurance company) for over a month with no update. They have been paid for this work, and have yet to complete the work and are now dodging all calls.

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