Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car to the *** Horne dealership over 8 months ago due to a broken fuel pump which was repaired and covered under warranty. Unrelated but coincidentally the light for my airbag had just come on and I had a scheduled appointment for it to be looked at. The dealership assessed the light and let me know that my passenger side airbag was defective (Not a recall) and essentially in the event of an accident none of my airbags would deploy. I was told to leave my car and wait for an ***, that never came. My car has now been on the lot for almost 9 months. I was given a loaner by the dealer at no cost. But we continue to wait and have no insight at all into when we may receive the part. I have gone down every avenue possible with *** including calling other dealerships, escalations department, getting in contact with the service manager, and trying to get into contact with the General manager, but no one will get me through to him and I am doubtful my messages are being delivered to him. **************** gave me the run around for months, countless calls unreturned and promised emails never sent/delivered. I have finally been escalated to the "highest" department and I was supposed to hear back from my case manager two weeks ago and he ignores all of my phones calls and emails. My case was initially assessed for a "buyback" and declined due to my consumer warranty manual. This was after my request for payment reimbursements went unanswered. I have asked them to reassess since they have possession of my car and it is not being maintained at all, exposed to the elements outside and still no *** for the part. My car has been on the lot since October 8th 2024. I have officially paid $3,600 towards my car payment without it in my possession not to mention the insurance. I still owe just under $20k and have invested over $16k and am afraid of losing my entire investment. Please help.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horne Kia has not only treated me unfairly. I was never given the opportunity to provide any documentation to help support diagnosis that the technician made on assumptions I have met every criteria required for the *** engine replacement criteria and I could understand if my car had ******* miles and no maintenance records but thats not the case at ****** miles and all the maintenance record the cars ever had plus proof of ownership is all I needed to meet your criteria.. ive been told nothing but lies from point *** and *** ******** ******* first told by *** that if the car engine was worked on it automatic disqualifies you for the agent replacement told by *** ******** **** that because it was an existing issue with the car that I disqualified, none of this could be provided by either *** ******** **** or a horn *** providing proof where that is written with the settlement I was told by ******** **** that because I bought it from an auction that qualify me again a lie it says if a Auction or dealer submits a claim it disqualify them. I am not a dealer. Any procedure to say if you bought the car from Auction and transfer to a private order its still qualifies for the ************** Engine replacement criteria i have done some research the last few weeks and from what i have found on *** website :*** E2 Settlement - Homeand multiple *** forums and *** ********** that in order to qualify for and engine warranty extension under the *** class action law suite:1. Proof of ownership, either via car registration or car title.Attached 2. Maintenance history clearly depicting regular maintenance was performed..Attached 3 Complete the free Knock Sensor Detection System (KSDS) update at a *** dealership before November 4, 2023. Completed exact date ?Attached are all the supporting required criteria documents for the *** ***** Considering the *** only has 63k original miles and i see no supporting evidence or criteria stating if the *** vehicle in question

  Business Response

  Date: 12/23/2024

  HORNE KIA
  1465 E Motorplex Loop
  Gilbert, AZ 85297
  
  To whom it may concern,
  
  Horne KIA follows strict factory guidelines regarding any factory recall or engine replacement.
  
  This procedure is followed 100% of the time.

  One can dispute the claim with *** Motors of America and reach them via **************.

  If this is unacceptable or a hardship for the complainant, Horne KIA will be more than happy to assist the complainant in upgrading to another vehicle to seek resolution.
  
  Sincerely,
  
  ****** ******
  Horne Kia
  ************
  ************************************************************
  

  Customer Answer

  Date: 12/31/2024

  Why you are rejecting the business' response
  MR ******, ****** doesn't understand WHY i submitted a complaint. My issue is not with *** STRICKT guide lines for the ENGINE RECALL Campaign. and for the record as i stated before, i had MET all the requirements, needed for the engine replacement.
  
  My Complaint and Issue is with HORNE Kia and how i was treated UNFAIRLY and blatantly I was ignored when i raised my concern on how the ****nician that diagnose my vehicle, with out making ANY EFFORT to contact me regarding what he saw ASSUMED was they cause of the engine been sized. MUTIPLE times i asked why no one contacted me regarding my car to find out any information regarding the engine been sized.
  Horne KIA INSANE process of just sending a diagnoses via email r text when a customer comes in for service, WITH out contacting the customer, IF uncertain reasons for trying to provide an ACCURATE diagnosis needs to change.
  
  HOW HARD IS IT FOR HORNE KIA to contact a customer to get more information before making assumption on a customer car? 
  
  AND LET ME POINT OUT WHAT I MEAN* from the technician diagnosis.
  THE DRAIN PLUG WAS LOOSE. THERE IS BRAND NEW OIL IN THE ENGINE. SUSPECT THE
  CAR HAD A OIL CHNAGE AND THE DRAIN PLUG WAS NEVER INSTALLED, LOOSE, OR LEAKING, AND
  THE CAR RAN OUT OF OIL WHEN THE CAR WAS DRIVING..
  THIS IS ASSUMPTION. WHICH IS NOT THR REASON THE ENGINED SEIZED UP
  
  -Mention any additional concerns you would like the business to address
  AGAIN My complaint and concern is 
  1. Horne KIA process of diagnosing a customer car and how part of there process is NOT to contact the customer for further information.
  2. Even after raising my cancer and sending and email to both the service manger and the service director, i received no help or  communication from either. other than the director telling me he was out sick....
  3. MUTIPLE times i asked for help providing ADDTIONAL information to the engine campaign that was sent to *** tech line, to provide FURTHER insight of what happened prior to the engine been sized.
  
  All i was told from *** is once the case is closed with *** **** line they cant reopen the case, was told to contact *** customer service and they can open it back up. 
  and *** customer service told me the ONLY way it can be opened up is for HORNE kia to reopen and add the additional documentation.. 
  i went back and fort from Horne kis to *** customer service and got NO HELP from either parties.
  
  -Restate your desired resolution
  My desire resolution is for HORNE KIA to acknowledge, there service department process need improving on, and if NO ****** EVIDENCE is found wh0ne diagnosis and customer car to reach out to the customer to get any additional information that could help provide an ACCUARTE diagnosis and ***** making assumptions and SUSPECT this the cause of the issue
  
  HORNE KIA provided no help in or a response when asking them to reopen the case and add the documentation i provided.. and force me to pay for the engine been replaced... NOT ONCE did the Service Manager or Service director contacted me to see if they could help or understand my concern
  
  -If applicable, please send me any documents that support your rebuttal statement
  I would like to add and additional statement* 
  what Mr ****** put here to appeal my case with *** * One can dispute the claim with *** Motors of America and reach them via **************.
  
  is who kept on telling me i had to go back to the dealer to have them submit additional docs and request the case to be reopen with ******** line. and it  was *** customer service that was telling BLANT lies on why my car was disqualified for the engine replacement. campaign.
  
  Hyundai and *** was sued by the ***** and settled to have engine replaced and YET Horne KIA and *** customer care are not helping the customer in any way and DOING AND SAYING what ever it takes to DENYT the engine been replaced.

  Business Response

  Date: 12/31/2024

  HORNE KIA
  1465 E Motorplex Loop
  Gilbert, AZ 85297
  
  To whom it may concern,
  
  Horne KIA follows strict factory guidelines regarding any factory recall or engine replacement.
  
  This procedure is followed 100% of the time.

  One can dispute the claim with *** Motors of America and reach them via **************.
  
  Sincerely,
  
  Horne Kia
  ************
  

  Customer Answer

  Date: 01/05/2025

  this is the same response from Horne Kia, again there not addressing my complaint

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered A car part from this business. I was told The standard shipping charge was $217.63 but there is a 50% Black Friday discount code on shipping at check out. This was also stated on the website. When I checked out and used the code, it only offered 20% off. The agent told me she would adjust the price once it was paid for. When I received The invoice I noticed the price was not adjusted and was told the 50% was a mistake. The shipping total was now $174.10. The part was shipped via *** ground service and seemed high. When I received The part. I measured And weighed it and called *** to ask for a shipping quote. *** told me the most it would have cost is $70.03. The box is 19 x 16 x 8 and weighed (according to tracking) 26.1 lb. If the box was shipped with a corporate account, the cost would have been $37.47. I called The *** dealership asking why I was overcharged by $104.03 and they said the shipping charge was pretty standard for *****. I reminded them it was shipped *** ground with no insurance or extras. Again, when I called **** they told me the maximum cost would be $70.03.I asked The *** dealership why I was overcharged by $104 and asked for a refund. ****** the manager was advised. The agent on the phone told me he ****** would not refund the over charge. If they so casually over charged me by $100, id be pretty sure they have done it to many others. Not only did I not receive The 50% discount, which they admitted was posted then later denied, I was Overcharged by over $100 for shipping. Please look into this and take appropriate action.

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order a part for my **** They said it would be sent to a *** dealership nearest me. I live in ******* and they sent it to Horne Kia in *******. Shipping from Horne was almost $30. When I received the part , I realized it was the wrong part. I emailed Horne and they said to return it They said I would get a refund as long as the part was not used. It cost me over $26 to return it. Then they emailed that it was not eligible for refund because I had opened it. So including the cost of the part, order *****, $63.47, and shipping, I have lost $127.

  Business Response

  Date: 08/20/2024

  This is not our Business and not affiliated with us in any way. We dont sell *** parts. Sorry

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Customer Answer

  Date: 08/20/2024

  OEM works through a middle man, Horne Kia.  The email from Horne,

  Horne Kia: Order #***** Placed
  
  
  Inbox
  Search for all messages with label Inbox
  Remove label Inbox from this conversation
  
  
  
  Horne Kia <***********************************************************>
  Jul 29, 2024, 7:42?AM
  
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  ORDER #***** - Placed 07/29/2024
  
  Hello *****************************,
  Thank you for your purchase!  We will start processing your order shortly and will notify you with any updates.  You can monitor the status of your order here.
  
  Part Number Part Name Price Quantity Total
  83130-B0000 Door Weather-Strip $63.42 1 $63.42
  
  
  Subtotal: $63.42
  Estimated Shipping to ***** via Standard Shipping: $27.94
  Total: $91.36
  
  
  Shipping Address:
  ***************
  *******, **
  *****
  
  Payment Info:
  Amount Charged/Authorized: $91.36
  
  We hope you enjoyed shopping with us and encourage you to add our site to your favorites.
  
  PLEASE NOTE:
  
  If purchasing a bumper cover - we will contact you to discuss potential carrier surcharges.
  All body parts are unpainted unless specifically described as a painted item.
  Thank you again for your order.
  Horne Kia
  ************ | ***********************************************************
  Click here to view our site
  
  Shop other accessories for your vehicle:
  
  Wireless Charger
  B2H58-AP000$11.59
  
  Wireless Charger
  C6F76-AC000$124.32
  
  Chargepoint Level 2 Home Charger, Hardwire
  CPH50-HARDW$549.00
  
  Chargepoint Level 2 Home Charger, NEMA14-50
  CPH50-NEMA1450$699.00
  
  Chargepoint, Level 2 Home Charger, Nema 6-50
  CPH50-NEMA650$699.00

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horne Kia has my vehicle due to a faulty engine on their part. *** know of the issue but will not issue a recall. They replaced the engine but will not fix the problems that are caused from their faulty engine. *** has called me 2 days in a row to fix things that they have caused. First i was told that the O2 sensor was stripped while disconnecting it. They stripped it but i needed to pay $450 plus to fix it. Now they say that there is a hole in the radiator thats causing coolant to spit out and that I need to pay $800 plus to fix that. Issues that I was not having before their faulty engine blew and they want me to pay over $1250 plus taxes. *** is the reason I'm in this situation and istead of fixing the issues and making things right they find a way to try and hold your property for ******. After saying that I'm not comfortable with paying I was told to call corporate and then I'm told that this is not corporates problem. They said that they are not responsible for any problems caused from their engine. I was told to work out a deal with the dealership he was sorry I'm going through this but this is my problem. Your car has too many miles and too old. This should not matter if your parts are faulty how old your car is or how many miles you have. This by far is the worst experience I've ever had. Just fix the issues that you caused. On the flip side if it were my fault they would have no problem holding me accountable. If they are doing this to me there is no telling how many more people that they are scamming and getting over on. They need to be held accountable!

  Business Response

  Date: 08/17/2024

  August 17, 2024
  
  HORNE KIA
  1465 E Motorplex Loop
  Gilbert, AZ 85297
  
  RE: CIC 24-013760 / ******* ***************************
  
  To whom it may concern,
  
  Horne KIA follows strict factory guidelines regarding any factory recall or engine replacement.
  
  This procedure is followed 100% of the time.
  
  Unfortunately, the hole in the radiator has nothing to do with the engine replacement as that is a separate concern from what would appear to be a rock. In the Sate of *******, we have seen this happen from time to time. Horne KIA will be more than happy to repair the radiator which is recommended for the price quoted.
  
  If this is unacceptable or a hardship for the complainant, Horne KIA will be more than happy to assist the complainant in upgrading to another vehicle to seek resolution.
  
  Sincerely,
  
  *************************
  Horne Kia
  ************
  **********************************

  Customer Answer

  Date: 08/19/2024

  Originally I was told that no one knows where the "hole" came from. I was told that this was discovered when it was taken for a test drive. Then told that it wasn't holding coolant. Then told that it was spitting coolant out. Now all of a sudden a rock comes into play. I'm not sure if something happened during the test drive, because it couldn't have been doing this prior if it was decided to be taken for a test drive. It happened in your care and I expect *** to fix it. Then you wait 4 days to tell me that the rental is no longer covered and that I have to pay that out of pocket, when you could have communicated this to me on Thursday when we spoke on the phone. This by far is the worst service I have ever experienced. 

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting letters created in various fashion from looking like a business email to a FINAL ATTEMPT letter, stating they have buyers who want to buy "their" 2015 **************. I have written numerous emails and even called asking them to stop as I have not owned a *** of any kind in over 6 years and they do not stop. This borders on harassment and complaints will also be filed with the **************************** and lawsuits will be initiated if they are unable to stop contacting someone who has told them to stop AS REQUIRED BY LAW

• Initial Complaint

  Date:06/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 5 warranty contracts purchased on my 2024 Kia ****** warrantied through ***************** Services (FWS). I wanted and intended to cancel 3: maintenance service contract; road hazard tires contract; ding and dent contract. I wanted to keep 2: GAP contract; Extended Warranty (Mechanical Failure) contract. I read all terms and conditions and knew I could call the dealership to cancel or call FWS to cancel. And I needed to include all copies of the contracts I was intending to cancel with the cancellation form. I called the dealership and got ***************************** voicemail; left a voicemail. I then called FWS not knowing how soon ****** would get back to me and wanting to get the ball rolling due to other life events going on at that time (April). FWS guided me to the form. FWS instructed me what contracts to put on what fields. I emailed to FWS. **************************** returned my call. Said to email to her as it would cancel faster. She emailed me. I replied and sent the same exact documents I had sent to FWS based on how FWS instructed me to fill it out. Which also included the contract #s for each contract wishing to be canceled that could be correspondended with the copies of the contracts I attached as well per the terms and conditions. Now I find out that my extended warranty mechanical failure contract was canceled by the dealership via *************************** and thats what they sent to be cancelled. I am being told nothing can be done. Im just SOL with that coverage. Even though I never authorized this and it was 100% the dealerships error due to laziness and not looking at what was sent. *************************** claims that I put the contract number for the maintenance services on the service line (as I was advised by FWS who is the company the form comes from & who cancels the coverages with said form) and thats for the service contract which is the mechanical failure contract. It makes no difference I was advised that by FWS and she was too lazy to do her job properly.

  Business Response

  Date: 06/17/2024

  To whom it may concern,

  One is able to reinstate the cancelled warranty coverage by repurchasing the Service Contract if one still would like to have that coverage.

  This can be done by going to Horne KIA and visiting with a Finance Manager.

  Sincerely,

  Horne KIA

  Customer Answer

  Date: 06/17/2024

  I refuse to purchase a new contract with funds I do not have as that is why the initial was financed because Horne Kia chose to erroneously cancel my extended warranty contract without my permission. Your business needs to right your wrong. Also, to ask someone to purchase business with your company again, when your business has provided awful customer services on 2 issues now thus far is absurd. This is an unacceptable response. I did not cancel the contract. *************************** did. Erroneously. So your location needs to take accountability on the issue and fix it.  Check your documents and you will see no approval was given by me to cancel this contract. All I did was follow FWS instruction and send what was required of me to send. Your company dropped the ball. Your company needs to right its wrong. 

  Business Response

  Date: 06/19/2024

  To whom it may concern,

  Horne KIA staff followed the direct instructions from the customer filling out the form improperly. ********************** did no harm other than execute the demands of the customer on the form in which the customer filled out.

  Once the Service Contract is cancelled the amount of the cancelled contract goes back to reduce the balance owed on the loan at the bank. If there is no loan, the check is issued to the consumer by the warranty company within several weeks.

  Since Horne KIA did exactly what the complainant requested, Horne KIA exudes no wrongdoing. 

  The complainant can re-purchase another Service Contract by contacting a Finance Manager at Horne KIA.

  Sincerely,

  Horne KIA

  Customer Answer

  Date: 06/27/2024

  That is actually incorrect because I was told that the reason we go through Horne Kia as the fastest process is for accuracy. So my documents should have been checked before they were sent off by Horne Kia. They were not. Your staff was lazy in their duties and so because I followed the warranty companies information, I was only doing what I was told. But horne kia did not do their part. I was advised that a new form should have been filled out to ensure accuracy which is the point of the dealership. The communication is horrible and the customer service is horrible. I will be advising no one to use Horne Kia on every platform as the fact that I have been placed in this situation is absurd to me. This is not the first issue I have had with Horne Kia either. So obviously your business cannot be trusted. Thanks for the awful customer service and leaving me without an extended warranty. I recommend to stop being lazy at your job since one person handles cancellations for that reason. Accuracy. And that wasnt completed by any means. 

• Initial Complaint

  Date:05/30/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the worst dealership experience I have ever had and that's saying something since I'm 59 years old and have been to many. The customer service staff, ****, and customer service manager, ****** were rude and when I asked to speak to the dealership manager or owner, I was told none were available. I was given a corporate number to call and they had me wait 10 days for the escalation department to tell me that they rely on their dealers to provide them information. The problem I had was with the dealership diagnosis (It was wrong) and the unprofessional treatment of a customer. The escalation department's answer was that they are audited every quarter. Do yourself a favor and don't buy ******* or **** They didn't honor my warranty. Never, and I mean never, think that you are going to be treated well or professionally at the Horne motor groups. They bounced me off to corporate who bounced me back to the dealer. They told me that my only resolution now is to *** the dealership which I am going to look into. Buyer beware.

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon purchasing a 2023 ******************* (VIN: *****************) from Horne Kia, two additional programs were included in the purchase. The first was the Care Choice Maintenance program, which cost $899, and the second was the *********************** Protection Plan, which cost $299. I later transferred ownership of the car to my son, who resides in ***********, ***********However, dealerships in *********** refuse to honor the maintenance program, claiming that "it was not purchased there." Despite contacting ********************* emailing the Vice President of ***************** Sale Operations, and reaching out to Horne Kia, the dealership where I purchased the car, I have yet to receive any assistance in resolving this issue. I subsequently filed a formal complaint online with ***************** (case number **********, but have not received any response.Recently, my son encountered some unexpected car expenses. He needed to replace a cracked windshield and have an oil change and tire rotation (his first scheduled maintenance), which cost $500 (Insurance Deductbile) and $150 respectively. To our dismay, the dealership did not honor the additional programs that had been purchased.If the additional plans I purchased when I bought the car are not honored, I demand a refund for the cost of those plans.

  Business Response

  Date: 05/15/2024

  To whom it may concern,

  The maintenance plan sold at Horne KIA is accepted by all *** **********s across *****************. Complainant filed a claim with *** Consumer Affairs for resolution of his issue that a *** ********** other than Horne KIA denied use of the maintenance plan.

  Therefore, Complainant is following the correct protocol to voice grievance.  If Complainant wishes to cancel the maintenance plan then Complainant must visit the **********, Horne KIA, to initiate cancellation between the hours of 8 a.m. and 5 p.m. MONDAY through FRIDAY.   

  Sincerely,

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

  Horne KIA

  Customer Answer

  Date: 05/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:02/29/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My *** ****** had an electrical failure. I had it towed by AAA to Horne Kia for a diagnostic and repair. I left my key fab in the cup holder for them. When I called they told me that my car was fine and the failure was due to an after market alarm that was installed. I am the original owner and I never had an after market alarm installed. When I tried to explain that the service manager, ****** blocked my number. I had to call from work to get him on the phone. He told me to take my car back to where I bought it from!! When I picked up my car my key fab was missing. They denied losing it. I contacted *** corporate which proved useless. They were rude and strung me along for a month stating they would help resolve this issue. During that time I contacted the dealership that I purchased my car from. They had no idea what I was talking about when I asked if an after market alarm had been installed. I also took my car to a local mechanic who verified that I had the original alarm that came with the car. Horne not only lied about the diagnostic but they lost my key fab and refused to replace it. My daughter placed several calls to the dealership requesting to speak with ****, the ** and he never returned a call. I want a replacement of my key fab they lost and a refund on the bogus diagnostic