ComplaintsforFreeway Auto Center, LLC

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 3 year old car broke down September 26th 2024. It is still under warranty so I had to tow it to my dealership, which unfortunately is *** of Duluth. The car has been there for a month now. It's waiting for a new engine and the only reason I know it needs a new engine is because the service manager told us we're waiting on it. My service advisor does not contact me I have to contact him to get any kind of information regarding what is going on. It has also been a month of me asking for a loaner car with continuously being told "in a couple days" or "next week" while I still don't have a loaner nor do I have any idea of if or when I will get one. I emailed customer retention over 2 weeks ago with no answers from them either. We were also supposed to get a call back from the service manager this morning at the latest and still have not heard from her either. This dealership is such a joke and I regret everyday buying a car from them.

  

  Business response

  10/29/2024

  We now have a loaner vehicle available and are reaching out to ******* to offer it to her while her vehicle is in the shop.  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/17/2024 I brought my 2020 *** **** into Kia of Duluth for recall work on the vehicles Anti Theft system, as well as a software update to the vehicle. After performing the work, the vehicle would not start. They provided me a loaner, and didnt finish work on my vehicle until 5/24/2024. It was the end of the day on Memorial Day weekend, and I was out of town when they called me to tell me it was finished. I wasnt able to pick the vehicle up until 5/28/2024 because of the holiday. When I got the vehicle back, the heat no longer worked on the vehicle. It worked without any problems up until I brought it into that shop. I notified the shop of my issue on the morning of 5/29/2024 when they opened. They told me they werent able to accommodate looking at my vehicle when I get off of work at 4:30PM. They have refused to provide me a loaner vehicle to get the car back into the shop to be fixed properly. I filed a complaint with the service manager on 5/31/2024 telling him of the issues I was having with the other service advisors. He said he would personally get back to me early the next week. He never did. I then filed a complaint with the ******************** on 6/5/2024. I havent heard back from *** corporate or the shop since I let the service manager know of the issue on 5/31/2024. I would like my vehicle repaired properly with the heat working free of charge, and I would like a loaner vehicle to get to, and from work. A second vehicle is a necessity for me.

  

  Business response

  06/11/2024

  ****'s vehicle is currently here and is repaired.  We made several attempts to get his vehicle back after we found out the heat was not working.   He appears to be satisfied with the outcome of this situation as he has removed his social media posts that he had put up about us and thanked service advisor ******************************* several times.

  Customer response

  06/12/2024

   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.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leased new vehicle from them September 2023 and have made two payments to dealership because paperwork still waiting they claim to be accepted by the bank. No plates or anything at all.

  

  Business response

  10/20/2023

  ***** spoke to our finance manager a little while ago.  The issue was resolved over the phone.  Our finance manager will be calling her once the deal is completed.  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was trying to finance a car they where waiting on the bank to figure out if they where going to finance me. They let me take the car home until everything got figured out. I put 600 dollars down and then the bank wouldn't finance me so I brought the car back in the same shape it left in and they stated because of the miles put on that they weren't going to reimburse me for the money I had put down but I read that of the sale didn't get finalized then they still would have to reimburse me.

  

  Business response

  01/11/2023

  Customer told us income information would be verified by the bank. Income was not verifiable. Vehicle was returned however it had an additional 990 miles. We had  to reinspect the vehicle.

  There was also restocking costs. Due to these charges her deposit will not be reimbursed.

  Customer response

  01/11/2023

   I am rejecting this response because:
  
  First of all there was nothing said by anyone stating I could only go so many miles. I never signed anything stating this plus there is no way there was almost 1k miles on it when 2 of them days it wasn't even driven due to a blizzard and the vehicle ***** in the snow. I gave them all my information regarding my self employment they where informed I didn't have paystubs but I provided my income information taxes for the last 2 years and I offered bank statements it wasn't accepted and that is okay but I had nothing stating that I wouldn't have gotten my down-payment deposit back or I wouldn't have even drove the vehicle off the lot or put money down until it was finalized they with held important information in a very shady manor and I will not settle for there excuse to why I can't have my money back. 

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2012 ***** 3 beginning of may and I had undercoating in closing for just under 900 dollars I changed my mind on undercoating and wanted it refunded to me which the bmo ****** bank says thats technically my money kia of duluth said I should receive check in mail in 2 weeks that was end of june I still havent received a refund and they drop communication calls or call backs with me all the time I did not sign anything saying I am forced to get undercoating from them which I will not go to them now how I been treated I paid for a service I do not want and bank overpaid

  

  Business response

  08/29/2022

  This is not a refundable item. We set appointments to apply the undercoating but he never shows up.

  Customer response

  08/29/2022

   I am rejecting this response because:
  
  No where in my paper work this days non refundable and I was told I should have change check for over payment is my next step court?

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 26, 2021 Kia of Duluth changed the oil on my wifes 2021 Kia *** On January 9 her engine warning lights all came on. She immediately pulled over. Upon having it towed to a dealer in *********** it was determined that the drain plug was missing causing all engine oil to leak out and the requirement of a new engine. This car is still under warranty but is not being covered because of the time that had passed and the dealership claiming it is not their responsibility. There is no place that states that the drain plug needs to be examined to be tightened between oil changes and it was still between service intervals. Kia of Duluth is taking no blame and is the only place that has serviced her car. We are now being told we are responsible for an $11000 new engine for that car when all we did was have the dealership of purchase repair it. We just want what is fair and that is for the dealership to cover the cost of the damage they caused.

  

  Business response

  03/14/2022

  On November 26th,2021, customer came in for an oil change on their 2021 Kia ********* Kia of Duluth service customers vehicle and no issues were reported after the service of the vehicle.  If there had been a problem with the service performed,customer would not have been able to drive the extended amount of time  with a drain plug loose or loose enough to fall out. The vehicle would have been leaking oil immediately.  Unfortunately, there was a significant amount of time between the service of the vehicle and the customer experiencing a problem.  There was a large amount of time, in which the vehicle could have been tampered with.  

  Customer response

  03/14/2022

   I am rejecting this response because: It is out of the realm of possibility that this was not an issue caused by them.  The length of time is irrelevant to the matter as it was during a normal service interval.  This is 100% Kia of Duluths fault.
  
  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For the last 3 going on 4 months, I have had my vehicle a 2017 Kia ****** in to the local dealer more than a handful of times. The issue started with my rear passenger door sticking. This was mentioned prior to them servicing it, and has resulted in a good faith warranty coverage. The door is still not fixed at this point, as well as they have broken a piece of my inner paneling back in December; which they have yet to replace. I have lost out on trade in values of my vehicle because of Kias mess up. I have filed formal complaints, I have spoken to the service manager (*******, poor customer service) as well as the sales manager. NOTHING is being done. My vehicle still isnt fixed, the part they broke hasnt been replaced, and I cant get what my vehicle is worth in trade in until they fix the problems. They have been trying to fix the door, however when it comes to replacing the part of the paneling that they cracked, they have not done anything. This has been ongoing since December 28,2021. I do have a case number with Kias corporate office, in which you will find Ive filed numerous complaints and formal complaints.

  

  Business response

  03/11/2022

  Service manager has reached out to customer and has gotten voicemail. One of the customer's parts on order has arrived and dealer is still waiting on the trim panel.  Dealer has agreed to repair panel broken upon installation of other door parts.  I have spoken to the sales manager Tom  and he states he is happy to give the customer a trade value.  I apologize for any confusion, as the repairs needed would not hinder a trade in option for the customer. Dealer will contact customer when trim panel has arrived. Customer is more than welcome to come in and speak to the sales manager, *** to receive a trade in value.  If customer chooses, she can even trade vehicle in while part is waiting for arrival.  Dealer will try to reach out to customer again on 3/12/22.

  Customer response

  03/12/2022

   I am rejecting this response because:
  
  I was offered a trade in value of my vehicle, from another dealership of $17,700. *** has only offered me $14,000. 
  I appreciate that they have finally ordered the parts, although it seems like they got their act together with my vehicle repairs shortly after I made a complaint with BBB. None the less, the parts are finally ordered. I had not received a phone call, nor a message. I would like to say that this has been resolved, its been a h*** of a few months trying to get them to order the parts. Unfortunately, until the parts are replaced, and *** offers up a trade in value like the one I missed out on from a different dealer. 

  

  Business response

  04/05/2022

  we are still waiting on parts for the repair.

  Customer response

  04/06/2022

   I am rejecting this response because:
  
  This has been going in for 4+ months now. 

  

  Business response

  04/06/2022

   Parts have been extremely hard to come by.  The offer remains on giving a trade in value.  We continue to try and rectify this situation.  A trade in is worth what a dealer is willing to pay.  There are a multitude of reasons there are differing offers at different dealers.  

*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. ↩