ComplaintsforKen Ganley Kia Mentor

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my car to the dealership on 8/14 for an oil change, inspection, and recall. Afterward, my car couldn't accelerate above 60 mph without shaking. Restarting seemed to help, but the issue reoccurred intermittently. On 9/3, the check engine light came on. The dealership scheduled me for 9/11 and mentioned it might be a software update or something under warranty. They found misfiring cylinders and noticed an issue with the spark plugs, so they changed those, but the problem persisted. They determined they need to replace the fuel injector but doing that didn’t fix it, and they eventually involved Kia’s tech line. On 10/10, they discovered "manufacturer damage," including frayed wires in the harness, so they were waiting 3-5 days for the harness so they could replace it, which did not resolve the issue. As of 10/18, the issue remains unresolved and undiagnosed. The dealership is hesitant to follow the next step, which is to call a field inspector and are continuing to rely on the tech line, which has had no success in about a month. If they involve the field inspector, they said it could take weeks before they can make it to the location. I’m frustrated by the ongoing undiagnosed issues with my new 2023 Kia K5 and lack of resolution, especially with waiting through multiple repairs and being left without any answers. I'm concerned about how long this will take and what the next steps are. When I call about a timeframe, I’m told they don’t know and there’s nothing that can be done to push this process along. If the car is new, why are they coming across so many things to repair and why is the car still running poorly with all these repairs when it’s new. I’m concerned with how this car was constructed.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, I cancelled the extended warranty in person on 2/21. I have attached a copy of the cancellation. Ken Ganley Kia did not file the cancellation with the warranty company, which means the balance is still on my loan five months later and I have been paying interest on something I cancelled. I have attempted to contact Ken Ganley by phone and text. I need the cancellation completed on their end, and it needs to be backdated to the original cancellation date, and odometer reading. I would like a refund on the interest paid over the last five months. Ken Galey did not file the paperwork and the consumer shouldn't have to pay the price for their mistake, if not mistake, laziness. At this point, I need help as soon as possible to get this resolved, it feels hopeless. It is costing me money month after month. I am so sad over the fact that I trusted them only to be shown they are disorganized and dishonest. Thank you so much for your help.

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Thursday,April 18,2024 at 5:30PM. My son and I met with a sales rep.who I believe was named Nicole. Her desk was located next to the door facing Mentor Ave. I test drove (2) vehicles with the anticipation of possibly doing business until two issues occurred: 1. Upon getting into the 1st car it was dirty and spelled of an oil leak . 2. Despite an advertisement being displayed on their website indicating a $20 dollar Amazon gift Card would be issued for test driving a car . The sales rep. attempted to inform me she never heard of this advertisement even though , it is still currently on their website . She actually went on the website to verify and went to Sales Manager, Nicholas ****** including other colleagues to inquire. After more than 15 minutes of searching for the answer the sales rep had me fill out a form to get the gift card then stated “It would take awhile to receive it which I had no problem with that however , To date,I have yet to receive the gift card and was going to over look the matter until most recently ,I have received multiple emails eluding that I missed my visit and it’s not too late to claim the $20 Amazon Gift Card “ I don’t appreciate false emails being sent as a deterrent to uphold the advertisement placed on their website.I want Ken Ganley Kia of Mentor to know this is not how you build potential business relationships. The resolution desired : The $20 Amazon Gift card as advertised and no further fraudulent correspondence to my email.

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  July of last year, I had a anti theft thing put on my car. April 7 of this year my car was stolen. Never heard the alarm. Did not go off. The police said there was not an anti theft thing put in the car. Iit took a month to get my car back from the shop I took it to. I went to kia to complain and get the anti theft thing again. They had plenty of excuses .I wanted a club for the steering wheel. I know people who did get one from them. . They did not have one. Police did not either. It was about a month I physically went in the dealership to make an appointment for the alarm. For about June 3.i went to the appointment and the man , who was not nice, said I did not have one. I wish I would've looked at his computer. They were very busy. I had 6 minutes till my appointment time and I was about the 6th car in line. I think he told me that because they were so busy. I made an appointment for the following week for the alarm. I asked if I had to pay. I don't think I should have to. He said$65 for the diagnostics then would be more for whatever. I don't remember exactly. That's rediculous. It would not have been stolen in the first place if alarm worked and anti theft thing put in. I'm afraid to park my car anywhere. It took me awhile to complain because I don't enjoy complaining about people or companies, but I need help. I would like a club and them to fix my alarm.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I took my Kia telluride for repair at ganley KIA in mentor Ohio for repairs. On 6/11/2024. I was told they would receive the part needed for repair on 6/14/2024. It was confirmed the part was received by ganley on the stated date. I was told the car would be done by 6/17/2024. It was not complete on the date stated. I stopped in at ganley Kia of mentor on 6/17/2024, 6/18/2024, and 6/19/2024 and all time I was given an excuse why my vehicle was not yet repaired. 6/19/2024 I was finally given a loaner car. It is now 6/22/2024 and to the time I have filed this complaint, there has been zero communication from ganley of Kia on the status of my vehicle. I was told this job is an hour and a half job and we’re coming close to the 2 week mark that they have had my vehicle and I have not been given an acceptable explanation on what the issue is as to why they are taking so long on repairing and returning my vehicle. I want my vehicle properly repaired and returned and this seems to be a necessary step to take to get that done. I’ve been and remain to be very patient about this issue. This is the worst customer service experience I’ve had with a company in a very long time. I trusted this company to repair and return my vehicle in a timely manner and that has not happened to this point. This is a $1000+ repair and I’d expect better service from a large company such as KEN GANLEY KIA OF MENTOR. Just looking for the service that was agreed upon by Ganley Kia

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our car broke down twice within the seven days of us, owning it, and they are giving us the runaround and not trying to fix the problem. They keep on replacing and not censored and saying that’s the problem.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am filing complaint against your service department at Mentor Kia for unlawfully detaining me by locking myself and my vehicle in the auto service garage when they refused to print up the service notes I requested. I was detained illegally by Nate the shop's service manager for 20 minutes because i wanted my service records and proof as to how they said my repair and car were completed and fully paid for, but when i picked it up 3 dashboard service lights were on the ABS light the TPS light and the slip car light. MY 2 daughter's were in the lobby at the time and could not get in to see me and literally gave my younger daughter a panic attack because they were afraid for my safety. I was also afraid for my safety. This repair shop is going to kill someone due to the lack of communication and deceptive practices of saying they did a safety inspection and completed all repairs when clearly that was not done this by this service department. I am appalled at the lack of professionalism displayed by this entire auto service dealership and the complete lack of safety for human life. I now have a car that is unrepaired and now has more damage since the intial work and will have to take somewhere else due to the incompetent and negligent work and illegal detainment of myself and my vehicle. I am at complete loss as to how this service department can be so negligent and carry the Ken Ganley name, which now to me means never do business or trust them ever again to safely repair any of my vehicles .. I am seeking compensation for the unrepaired damage caused by your dealership to be repaired at another kia dealership as now my car is unsafe and the car is not completely repaired and is now unsafe to drive.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This complaint is about a credit inquiry. I was told by one of the sales representatives that they will perform a “soft” credit inquiry. A soft credit inquiry does not hurt the credit score. I sign on the paper they presented to me. As soon as they run the inquiry I get an email about a “hard” inquiry and my score drops immediately. I reached out to the same sales representative but haven’t gotten a proper response yet.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The salesman Zaid ****** purposely ran my credit 6 times over my request as if to bulling me into working only with his company because of the damage it will do to my credit rating. We had the meeting on Dec., 8, 2023 and I firmly and verbally told him and his team I do not want my credit report ran more than once. On Dec. 9, 2023 morning I checked my report to see that Mr. ****** did not do as I directed, so I sent the email attached as a reminder. I went to meet with him later to discuss the outcome, letting him know how he damaged my credit score and their fellow franchise Ken ****** Kia in Medina said he did not have to do that, he just smirked and said "if you can do better somewhere else, you can go right ahead". He really showed his lack of professionalism and customer satisfaction, he is just was interested in his commission.

  Business response

  01/20/2024

  Miss ******** provided us with a signed credit application to obtain an approval for a loan. The application was submitted to several banks that day- we were unable to get an approval that met the requirements due to the credit profile of Miss ********. 

  Customer response

  01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We discussed it at his desk that evening at Ken ****** before signing the document that could ruin my credit and if you could not run it one time don't run it and after I seen that night ran twice I emailed immediately emailed him.  All the credit bureaus need to know that they had no permission to do that, again review the email dated and everything.

  
  Regards,
  
  ****** ********
  
  
  
  
   

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 17, my stolen *** ****** was delivered to *** Kanley Kia for mechanical repairs. I was informed last Tuesday (12th) that the part had come in the repair should be a 1 to2 day process. This repair needs to e completed so that my vehicle can be sent to a body shop for further repairs. Since last Friday I have left numerous messages for a return call to Tim G****, Hank and a Mr. A***** to call me back. They refuse to do so.Latest was 2:06 today, with promised (Hank) callbaxck. I have NO idea why I am being treated in this manner. Starting this Friday, I need to start paying fora rental until vehicle is repaired. I would like to know why I am treated like crap, but I will settle for completion of the mechanical repairs. Thank You *** *******

  Business response

  12/20/2023

  spoke with ******* said we had reached out to him this morning and he did not want to continue with it. Said not to worry about it and everything was fine. 

*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. ↩