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Germain Kia of Columbus complaints

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1455 Auto Mall Drive
Columbus, OH 43228 | Get Directions

(614) 427-0900

https://www.germainkiaofcolumb...

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Total Amount in Dispute:
$36,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Germain Kia of Columbus closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Germain Kia of Columbus

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3/11/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $36,000.00 Amount Settled: $0.00

Customer Complaint

2/20/2024

We bought a 2024 Kia Sportage on February 5, 2024 from this dealership. After driving it for three days the middle screen went out on the cluster. We started having trouble with the E brake and also the auto start. We scheduled a service appointment this past Friday. Our service guy told us that it could've been on a boat or a train somewhere and it might just be an update. come to find out the car was made this January service guy giving us all kind of stupid excuses. We sat there for four hours, waiting on our car until they finally gave us a rental. We live two hours away from the dealership so we left without our car after. only owning it for a week. I called back today and Still no updates. I also called the Kia consumer affairs. They told me that in fact, after they found out it wasn't an update they had to contact the key tech support and the kia comsumer affairs told me they did get back in touch with them, but nobody was there to receive the response. So that was another lie. They said they never heard from Kia tech. We just spent $36,000 on this car and may as well have burnt the money and nobody seems to care up there at all. I will never recommend this dealership to anyone. Resolution Sought I want a replacement car or my money back I paid for the car!

Company Response

2/28/2024

. I received complaint #99016417 this week and reached out to Ms. Shull to go over said issues she had. She stated the same thing as the complaint stated, I informed her that our job as a dealership is to honor the warranty per the manufacturer. I explained that when her car came in, we were able to duplicate the concern with the cluster being out, we then provided a rental car for them to drive during the repair. We did as the manufacturer recommended and tried to reset the cluster, that did not work. We then did a manual cluster update which did not take. That resulted in us ordering a new cluster. We installed the cluster and that fixed her concern. She did confirm with me on said call that the cluster has had no further issues since the vehicle was returned to her. As for her other concerns I explained that the 2 items in question are in fact working as they are designed to do. I had 2 advisors go over everything with her in the drive and even printed out the requirements for the auto start/stop feature to work. They explained and showed her the e-brake is working as designed as is the auto start/stop. She still thinks its not working correctly even after we went over everything and showed her it in fact was. She suggested that she wanted to get a second opinion from another dealership closer to her home and I agreed. We ended the conversation very cordially and that was it. We did exactly what we were supposed to do per KIA warranty guidelines. If you have any more questions, please feel free to email me back or call me at 614-432-0155.

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