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:01/20/2025

  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.

  My hubby and I brought my car in for a oil change. Was approached by many salesmen while waiting ******* ****** ended up showing us a hybrid that he could get us a really good deal on after we realized it was not a good deal he showed us the newest version the Kia ******** We took it for a test drive and I was not sure about the vehicle. I expressed that to ******* multiple times. He kept insisting. What can I do to get you out of here with a new car? I wanna make this deal happen? Pressure pressure pressure!! I felt nauseated. Then he brought his closer ****. I shouldve walked away. I ended up getting the vehicle and bringing it back within a weeks time. I spoke with **** at first who was slightly sympathetic, he went to get the general manager. While waiting to speak with the manager ******* himself came over and asked what happened and I explained I did not like the car and I found out that they made me upside down on the car $10,000. Negative equity I believe its called. He said Well its too late. Eventually I sat down with the general manager explain the situation and was basically told to come back on Monday which is a holiday. Im assuming to allow time for the sale to process. I left the new car at the *** dealership, hoping they can return my vehicle and unwind loan. I dont have high hopes. I just want to get on here and warn other people please dont trust them. After reading these comments, Its not fair what theyve done to people and I realize that they also screwed over my daughter who has a used vehicle from them and my husband was supposed to cosign for the loan and he was put as the owner of the vehicle! They just keep bamboozling everyone and getting away with it. Im a hospice nurse. I take care of dying people for a living, and I would never think of treating people the way they treated me and my family. Please take warning if youre reading this. Understand what youre doing before you go in for a OIL CHANGE. #Vultures #BadBusiness

  

  Business Response

  Date: 01/21/2025

  Ms ********* ********* purchased a 2025 *** Sorento at our dealership on 1/11/25.  During the sales and finance process, no deceptive practices were used to coerce Ms ********* *********.  All pricing and details were disclosed at the time of the sale.  We are sorry that she is dissatisfied with her purchase, however she had plenty of opportunity to change her mind during the sale.  We do not believe there is sufficient reason to warrant returning the vehicle. 

• Initial Complaint

  Date:12/19/2024

  Type:Product 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 a recall for my *** vin number is ***************** for air bag not deploying and I went on there website and setup appointment for the recall to be repaired by bevsmith ***. The cancelled my appointment that was confirmed by there website. After my scheduled appointment was cancelled, i went online to *** smiths *** website for a second time and rescheduled for the recall for air bag to be repaired. I received a confirmation for the appointment. Then a few days later it was cancelled by bevsmith *** again. I then contacted ******* and complained about this dealership that had cancelled my appointment for the 2nd time. ******* had contacted bev smith kia on my behalf and obtained a appointment for the recall to be completed, however after a week bevsmith *** again cancelled my appointment. A few weeks later I was in accident and my airbags didnt deploy while being hit by a semi truck.

  

  Business Response

  Date: 01/02/2025

  We sincerely apologize that the one appointment we have record of on 1/27/22 was canceled, however have no record of the reason for the cancellation nor any record of multiple scheduled/canceled appointments. It is most unfortunate that Mr ******** was involved in an accident, and we sympathize with the trauma this can cause. Respectfully, we maintain that Bev Smith KIA has no responsibility for the external damage to Mr ********* vehicle given that the damage to the exterior driver door would not have been mitigated or affected by the recall repair having been completed.  Again, we are sorry that the recall repair was not able to be completed however the incomplete recall repair and the external damage from a collision are unrelated.
  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22712213
  
  I am rejecting this response because:  they are responsible for air bag not deploying due to the recall which was to be fixed by *** smith was denied 3 times.  Twice by them and an additional appointment that was scheduled by them through ******* customer sut
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 01/14/2025

  We are very sorry about your accident. If you have body damage to the outside of your vehicle due to an accident, you should contact your auto insurance company. Even if *** Smith was responsible for the airbag recall, an airbag does not prevent the paint and exterior body damage. 

  

  Business Response

  Date: 01/14/2025

  This customer sent pictures of exterior body damage along with a quote for exterior body repair. This definitely does not look to me as if the customer is requesting the airbag be fixed.        If his request is to perform a recall for the air bag, he should just call ************ and schedule. I have attempted to contact the customer and have not been able to reach him. 

  

  Business Response

  Date: 01/14/2025

  This customer sent pictures of exterior body damage along with a quote for exterior body repair. This definitely does not look to me as if the customer is requesting the airbag be fixed.        If his request is to perform a recall for the air bag, he should just call ************ and schedule. I have attempted to contact the customer and have not been able to reach him.
  

  

  Business Response

  Date: 01/14/2025

  We have reached the customer and scheduled his recall for Saturday the 25th of January

  Customer Answer

  Date: 01/14/2025

  The dealership is avoiding my topic and changing the point of the complaint in their reply to **************************.  My incident is simple after Bev smith kia cancelled   3 separate appointments for air bag recall I was in an accident where the airbag didnt deploy.  Not one airbag and I have multiple airbags.  Today they have contacted me for the first time and I have appointment for recall on 28th of Jan 2025 to be fixed.  But the damage is done.  I would like the damage to be repaired by Bev smith kia. Thats the least they can do. Also am seeking legal advice .  Thats what this complaint is about. Not the false info of saying they tried to contact me in recent past. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22712213
  
  The dealership is avoiding my topic and changing the point of the complaint in their reply to **************************.  My incident is simple after Bev smith kia cancelled   3 separate appointments for air bag recall I was in an accident where the airbag didnt deploy.  Not one airbag and I have multiple airbags.  Today they have contacted me for the first time and I have appointment for recall on 28th of Jan 2025 to be fixed.  But the damage is done.  I would like the damage to be repaired by Bev smith kia. Thats the least they can do. Also am seeking legal advice .  Thats what this complaint is about. Not the false info of saying they tried to contact me in recent past.
  
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 01/14/2025

  After submitting all the requested info the dealership tried to change the point of the complaint to something other than the topic and failed to assist and failed to take responsibility.   I will post on social media as well as yelp and *** forums to expose the truth on how they cancelled recall service which led to damages that could have been avoided

• Initial Complaint

  Date:09/25/2024

  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.

  I purchased a car from **** Smith *** with my trade-in and the price of the car we agreed to $19,700. He said that I had to finance it so I could get that deal so I said fine. I will finance it and I will just pay it off in 30 days so then I go to the finance office in the back And the finance person that I signing the paperwork try to sell a *** care package that I declined I said no and then he tried to lower it to get me a care package and I said no and then I thought I was signing a piece of paper saying that I didnt want any care package well behold there was a $2089 for a *** care Oil change package for $2089 that was added to the contract of the car for $19,700. Then I wanted to pay the car but now the interest rate that they gave me on the finance of 7.56 so until I pay off the car, I will be paying 7.56 on the loan , I am disappointed upset ****** off that they will do anything to make money off of a customers back that went in there for the right intentions. I reported bev smith Kia called *** finance and I am awaiting the removal of the $2089 contract so I can pay off the vehicle which I am being charged and a daily rate of 7.56 interest rate , I will never do business there again. I will not even take my car in for service at this dealer again.

  

  Business Response

  Date: 09/26/2024

  Mr. Perez signed for the care package eight different times, stating that he wanted the package. He called once, and asked for the package to be cancelled. The dealership has issued a full refund, and has communicated all of this to Mr. Perez. We apologize for any confusion. 

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22341133
  
  I am rejecting this response because:
  The signing at the finance manager desk is very deceptive The computer screen is the size of the gentleman‘s desk and when I told him no twice  he said sign here stating you don’t want service  contract I don’t sign 9 times it’s a two page contract the the Kia care service contract The computer screen is on the desk itself and its size 3 x 6 desk and if you would see it, then you would understand that it was done under faults Pretennces the guy was aggressive and should not be working as a finance manager. The contract was removed but left negative view of the company  And as retired  watrent officer in the army, I was very disgusted with their practice again I would never do business with them again because of this
  Sincerely,
  
  Nelson Perez

• Initial Complaint

  Date:09/11/2024

  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.

  Took car Bev Smith Kia dealership today to get an oil change and new tires. When we purchased the vehicle new, several years ago, the contract stated new tires and batteries for LIFE. We received new tires over the years with this vehicle and other vehicles we also purchased there, without any issues. Today, however, when telling the dealership new tires are needed, the serviceman responded by saying we did away with that program. Upon hearing this, we asked to speak with a manager. Manager, *******, reiterated what the serviceman stated and added the owner did away with the program and now we are giving a dealbuy 2 tires, get 2 free. We are reporting this to the BBB, as this is a BLATANT breach of contract. As *** owners for over 25 years, and dealing exclusively with Bev Smith Kia for the past 20 years, we find this bait and switch tactic incomprehensible and violates the contract we entered into. We held up our end of the contract and Bev Smith Kia needs to uphold there end of the contract.

  Customer Answer

  Date: 09/22/2024

  We have spoken with a Top manager, ****, at **** Smith **** and would like to withdraw our complaint, as they responded and agreed to honor our free tires for life contract. We have an appointment in October to get our  free tires. Thank you. 

• Initial Complaint

  Date:09/03/2024

  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.

  Document added.

  

  Business Response

  Date: 09/06/2024

  We are very sorry for any misunderstandings regarding your purchase. Ms. ********** purchase was almost a year and half ago. The original paperwork clearly states, nothing owed.
  There is nothing in the dealerships record to show that these additional items were ever promised.
  Again we are very sorry for any misunderstandings. 

• Initial Complaint

  Date:08/28/2024

  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.

  On Monday, August 12th, I was contacted by ************************* from Bev Smith Kia. She told me that they were having a big sale and wanted me to bring my car in for an appraisal. She said they would pay top dollar for my trade. I informed her that I had my car listed for $27,000 on ******** Marketplace, but would take $25,000. It was in great shape and there were no other cars out there like mine. They stopped making them and there were very few, if any, in *******. It had new tires, brakes, battery, low mileage, well maintained, no accidents and 1 owner. She said to bring it in for an appraisal. They would love to see it. ***** and ******* were my sales people. They showed me many cars that I really didn't like. Then they came back at me with an appraisal of $21,000 and I was ready to walk. ***** did not even discuss a lease with me because he was in a contest with another salesperson to see who could sell the most cars that month.Finally, **** came over. He spoke to me about a lease. Long story short, they offered me $22,700 for my car and showed me a beautiful 2025 Sportage...much nicer than anything they showed me before. I was finally sold. A few hours later, after signing the paperwork in ******'s office on his digital desk, I got a copy of everything on a flashdrive and I drove off. However, they said I had to come back on Monday for my check. Then Monday turned into Tuesday. Tuesday turned into Wednesday. When I finally got my check, it was $1,100 short. ****** flat out lied to me, saying that I agreed to $21,000. There is no way on God's green earth that I would have agreed to that. I barely agreed to $22,700. I went home and went through all the paperwork and realized I had nothing regarding the sale of my car. I have asked for it repeatedly, but all they send me is copies of the same documents I already have. They are refusing to give me any records regarding the sale of my car. These people are liars and thieves. I want my records and my money.

  

  Business Response

  Date: 08/29/2024

  Due to the misunderstanding, we will be mailing out a check in the amount of $1,000.00 to ******************. 

  Customer Answer

  Date: 08/31/2024

  I sent a lengthy response to you regarding the outcome of yesterday's meeting. I'm not sure whether or not you received it. I hope so, as it involved forging my name on documents that I had never see before, among other things.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22211937
  
  From: *********************** <**********************>
  Date: Sat, Aug 31, 2024 at 1:57 AM
  Subject: Re: Message received from the business about your complaint
  To: <************************************>
  
  
  I met with the representative from *** at 5:00 this afternoon. We went round and round with the figures until I realized there was no way we were going to come to an agreement. The reason is because they had absolutely no paperworregarding the agreed upon sale price of my car. So it was my word against their word. When I asked him where the sale papers were, stating that I would need them for tax purposes , Mr. ***** the Finance Director, informed me that I didn't need any paperwork and nobody had ever asked for it before. When I asked why the papers that he gave me today weren't with the others on the flashdrive, he just said, "I don't know." We left it me accepting the check for less than I felt I was owed, but couldn't prove because they didn't keep any paperwork.But what really upset me was that after I got home, I understood why I didn't have the missing papers. My name and initials were forged and/or copied on almost every one of the pages! I never saw them, never signed them and it definitely wasn't my signature. So that is something else I will now have to deal with.
  
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/06/2024

  We are very sorry for any misunderstandings regarding your purchase. All copies of the paperwork have been provided to ******************.
  ****************** and The General Manager had a lengthy conversation and reviewed all forms at which point ****************** stated she was satisfied with the resolution of this issue and the dealership gave her an additional check.
  ****************** never mentioned anything about the signatures not being hers, which is a very serious accusation that the dealership takes very seriously. She should speak with my General Manager directly regarding that.
  The General Manager attempted to reach out to ******************,and we have not heard back yet.  

• Initial Complaint

  Date:07/23/2024

  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.

  My new car broke down on the side of the road on my way home from work on May 24,2024. Oil was spilling all over the road. I called this dealership because I bought my car there. They had me call *** ******** care to get a tow truck to bring my car to them. I was an hour away, and it was too far to be covered under warranty. So they took me to Napleton Northlake **** The problem is, the service tech ******* wrote an appointment and never cancelled it. Instead, it shows that I was at Bev smith kia with my car at the exact same time I was having my car in the shop at ******** **** Bev Smith kia continued to falsify documents by claiming they did a service maintenamce check on my car that day, but my car was at ********. They then reported this made up appointment to car fax. It caused me to lose help from Northlake *** because it looks like I took my car to Bev Smith kia first and it was diagnosed by them, but it is all a lie. I never had service done at Bev smith kia. I want this fake appointment reversed, and the maintenance visit removed from my carfax report. They sold me a faulty car, and my engine exploded on the expressway after only ***** miles, this vehicle was junk. And I want my money back, you can have the car back, just refund my sale

  

  Business Response

  Date: 07/30/2024

  My advisor spoke with ***************** on the phone, regarding the issues she was having and informed ***************** to reach out to Kia ******** to get the vehicle towed into our dealership.
  My Advisor created a repair order anticipating Mrs. ******* vehicle was going to be towed in shortly after they spoke.
  Once, we were notified the vehicle was going to be towed to the closest dealership near her which happened to be ********, we went ahead and closed the repair order as no work was performed. (see attached)
  We will be calling our Carfax Representative to get the additional maintenance visit removed from her Carfax. 

  Customer Answer

  Date: 08/05/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/24/2024

  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 purchased a 2024 Kia ******** from Bev Smith Kia on June 15th due to not having a car since my car accident with a drunk driver on May 26th. I went to Bev Smith Kia because my previous vehicle was a Kia ***** 2019 and was very satisfied with them. Upon the day of purchase after going through finance, I noticed a cracked dent on the right side of the car with one of the employees, ******. He stated that they will fix it on Wednesday and he will schedule it. When i contacted ****** in regards to rescheduling due to schedule conflict with work in *****, i didnt get a response. So, i went to *** Monday since they closed early June 16th plus it was my birthday that day. I went to Bev Smith Kia requesting a We Owe You, document to gain trust that the cracked dent would be resolved, but **************************, Inventory Manager, at Bev Smith Kia was very sexist towards by refusing to provide me the document. This was his first of hearing about the cracked dent at the time which tells me ****** didnt do his part on the 15th of June. **** hangs up on my face. It took a male to report to the dealer on my behalf to retrieve the We owe you, document. My appointment with the dent specialist was on Monday, June 24th at 9am at *** Smith. Instead of a call, **** emailed me stating that the dent specialist left and for me to reschedule since i arrived late due to a push back time coming from ***** to resolve the issue. I urged **** to provide me with the Dent Specialist contact info to apologize for my tardiness and to see if he can meet me half way. **** continued to argue with me over the phone stating that i should have trusted him for 10 mins on the phone. He continued to focus on my actions last week in needing it in writing instead of helping me focus on a solution that will prevent me to travel far again. I was able to get the dent specialist to fix my issue but the crack remains. **** was disrespectful and rude on the phone and i still have a crack.

  

  Business Response

  Date: 07/08/2024

  We did our best to accommodate Ms. ********* by having our dent specialist come in on a day he was not scheduled at our dealership. Since,she was not able to travel from ***** on Wednesdays which is his normal scheduled day. Her appointment was scheduled for 9:00 AM on June 24th,2024, in which she scheduled with **** via email. Our dent specialist waited for Ms. ********* to show up for about ten to fifteen minutes after her scheduled time, during which she did not show up until after her scheduled time. Ms. ********* also did not inform us she was running late, if she had, we probably couldve made other arrangements. Unfortunately he needed to leave since he had other jobs, he needed to complete at the other dealerships he works for.
  My dent specialist that fixed the dent on Ms. ********** vehicle stated there was no crack where the dent was after completing repair.He wouldve noticed it as he looked closely for an extended period during repair. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21893089
  
  I am rejecting this response because:

  Inventory Specialist, **** was not aware of the damage until i showed up Monday after purchasing the vehicle of the damage. I informed **** that I found out after completing the work with finance with their employee ******. I arrived late due to my travel time coming from *****. I cant call/text while driving which is why the whole reason i purchase the car was due to an accident of a hit and run in May 26th. I cant put my life at risk but i definitely did try to call **** once i got an EMAIL and not a phone call from him when i made it to the Kia **** I explained to him about my arrival being late and why i wasnt able to call. **** questioned me on my address as to why it states ******************* and not *****. Again, ****, Inventory Manager does not know me or was helping me on deciding my purchase on a car. I dealt with the sales representative, *****. **** was very rude before and after. During their detailing they damaged the car. **** did not know about the damage until i informed him. The dent was pushed out but the cracks still remains. The images attached still shows the damages. 

  Sincerely,
  
  ********************************************

  

  Business Response

  Date: 07/26/2024

  There was a small dent on Ms. ********** vehicle. We scheduled a dent specialist to come to the dealership on a special appointment to accommodate her. She did not show up for her scheduled appointment time.When Ms. ********* did show up, we arranged for her to go meet the paint and dent specialist at an offsite location. The vehicle was repaired, and ************ accepted the vehicle as repaired without communicating any dissatisfaction with the dent specialist. Now after the fact, Ms. ********* is stating there is additional damage. We were not made aware of any additional damage until this Better Business Bureau complaint. The pictures that ************ attached were taken before the repair.  We have fixed the dent that was noted and acknowledged at the time of delivery as promised to Ms. ****************

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21893089
  
  Bev Smith Kia has no accountability with this back and forth dispute. I lost faith in *** when you provided me with a damaged car and then **** was being sexist towards me, so of course I turned to the BBB to assistance. *** initially turned me away when i sought for repairs until my own father went to Bev Smith Kia to get the repair in writing. The picture was taken after the repairs and I have a time stamp to prove that on my phone. The image is attached. 
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  Date:06/19/2024

  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 have a 2012 *** ******** There is a *** ****** for fuse that could catch fire. We called Bev Smith Kia and have it scheduled for 6/19/2024 @10:00. I take off the day so I can bring the car in for service. ***************************** was the service advisor. At 10:30, she can and told me that they dont have part and have to order and not here until 6/21/2024. If *** does not have the part then they should NOT schedule for service. ***** told me that service department had done this kind of stuff many many times and that they had ask them not to.I am extremely frustrated with the way *********** operates. *** not only wasted my day coming for nothing but also caused me to take off work and time to take the car in.If this is the way Bev Smith Kia and *** in general operates then I will never buy a *** again.

  

  Business Response

  Date: 06/20/2024

  Customer came in yesterday June 19th, 2024. Met with my Service Advisor and we looked at the vehicle and determined we needed to order the specific part for that Kia ******* With some recalls, parts are vin specific and cannot be ordered until we physically inspect the vehicle to determine exact recall repair needed. The part is expected to arrive June 21st , as we ordered it the day the customer came into our dealership. Once the part arrives the customer will receive a call letting them know it is here and we will schedule accordingly. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21871955
  
  I am rejecting this response because:
  
  this is a recall due to potential fire hazards to the car. The *** is on the letter sent by ***. Bev Smith Kia can always check for required part with the *** number and order it to have it ready when customer comes for service. To say that you have to make an appointment, take off work, and then have to take another day off to make another appointment to actual do the job is just ridiculous. Is this a standard practice of your organization?
  Sincerely,
  
  Nha Le

• Initial Complaint

  Date:06/11/2024

  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.

  On January 4th, 2024, I brought my vehicle to Bev Smith Kia due to an engine failure. Despite assurances of prompt communication and resolution, my experience was marred by delays, lack of responsiveness, and unfulfilled promises.We were advised to rent a car as no loaner vehicles were available due to the dealership's backlog. Bev Smith Kia assured me they would reimburse me for the rental and directed me to a specific rental company. I received no updates for several days until I persisted and was informed that the engine failure was covered under a *** recall and a new engine would be installed.The repair took over two weeks, during which I rented a car at my own expense. Despite providing the rental receipt promptly, I have not received any reimbursement. I was even told the rental company should have charged the dealership, not mea situation I cannot rectify now.The lack of communication and transparency from Bev Smith Kia has been extremely frustrating. Despite repeated follow-up attempts, my calls have been avoided, and I have been given the runaround regarding the reimbursement check. Nearly five months later, my husband and I have had no response to emails/phone calls, no reimbursement, and no indication that the dealership values customer service.This experience has left us feeling neglected, undervalued as a customer, & deeply dissatisfied with **********************'s level of service. We expect reimbursement for the rental expenses of $639.70 incurred due to Bev Smith Kia's failure to provide a loaner vehicle as promised. This amount does not cover the interest I've had to pay on my credit card due to this charge.

  

  Business Response

  Date: 06/13/2024

  Personally spoke with ********************* regarding this complaint. Apologized for the issues stated and let her know we were going to cut the check for reimbursement of the rental. Gave her all of my contact information so if there is any other issues she has she can reach out to me directly. Attached is a copy of the check reimbursement.