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:02/24/2025

  Type:Sales and Advertising 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 December 5th, 2024 I test drove, and purchased a used Ford Escape Hybrid from Step One Kia of Fort Walton Beach. Then on December 20th, 2024 I received a call from the dealership saying they had sold me the wrong car, but the car in my possession was the one I had test drove and that I thought I'd bought. Apparently, they had me fill out paperwork for another car that was still on their lot. The registration, title, everything was for that other vehicle. For weeks they had me illegally driving a vehicle with tags that didn't even belong to that car. They asked me to come in the following morning and I informed them that I had to be at work an hour away at 10AM, they assured me that would be fine and they would get me out of there in time. When I got there the following morning they said they couldn't get me approved for the car I'd been driving because it's a hybrid whereas the car they "sold" me (as far as the paperwork was concerned) was a traditional gas engine. They told me my only options were to either take the car all the paperwork was for, or be stranded without a vehicle thirty minutes away from my house and an hour away from work. So I was backed into a corner, and had to take the other vehicle without even having a chance to test drive it. Then on Wednesday January 29th, 2025 I was heading to work at a location in Panama City two hours away from my house, and the car that they essentially forced me to take broke down due to a cracked flywheel which was an estimated $4300 to repair. The following day a friend gave me a ride back to the dealership so I could tell them what happened, and see what they could do to fix the situation. They offered no solutions, and told me it is what it is. I am now stuck paying for a car I can't even use. I have given them multiple opportunities to correct the situation, and have been met with resistance every time.

  Business Response

  Date: 03/05/2025

  Step One Kia of Fort Walton Beach acknowledges receipt of Complaint 22977123 from Mr. ********** regarding the purchase of a used Ford Escape. We appreciate the opportunity to address the concerns raised.
  
  We have carefully reviewed all documents and details pertaining to this transaction. Our findings confirm that the vehicle sold aligns with all documents signed by Mr. **********, ensuring transparency in the terms of the purchase.
  
  Regarding the subsequent mechanical issues, we understand the frustration and inconvenience this has caused. As with any used vehicle sale, post-sale responsibilities are determined by the terms of the purchase agreement and any applicable warranties. It's important to note that Mr. ********** was offered multiple opportunities to purchase an extended service or maintenance plan during the purchase process, which he declined. These plans are designed to provide added protection against unforeseen mechanical issues.
  
  In an effort to demonstrate customer goodwill and assist Mr. **********, we offered to discount the cost of any necessary repairs by 20%. This offer was made to help alleviate the financial burden of the repairs, acknowledging that unforeseen issues can arise, without implying any warranty coverage. Mr. ********** declined this offer, indicating that only a full repair at no cost would be acceptable.
  
  We value open communication and are committed to addressing customer inquiries professionally. Mr. ********** is encouraged to contact our service team to discuss this matter further.

  Customer Answer

  Date: 03/05/2025

  
  Complaint: 22977123
  
  I am rejecting this response because: 

  A) The vehicle in question is the one on the all the paperwork, however it was not the vehicle I thought I was purchasing, nor was it the vehicle I initially left the dealership in. Had I known this business was committing such a grave error, I would have never purchased any vehicle from them. 

  B) At this point we're going on three months of unnecessary stress (both mental and financial) as well as emotional trauma as a direct result of the actions of this dealership.

  C) 20% off is a slap in my face when I would have never been in this situation at all had the dealership sold me the correct car to begin with. Trying to hold me at fault when your business has been nothing but incompetent from the beginning is repulsive behavior.
  
  Sincerely,
  
  Donald **********

• Initial Complaint

  Date:12/16/2024

  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 purchased a brand new 2021 Kia Sorrento from step one Kia automotives and it came with a 20 year 200,000 mile limited powertrain warranty. I recently began having transmission issues earlier this year, so we took it in under the warranty, expecting it to be resolved easily. The service department confirmed the transmission is in need of repair but called to say the warranty company, which is a third-party they work with, declined the claim. I asked why and learned from Kia automotive service rep that the warranty company stated it is not a powertrain warranty. It is an engine only warranty. I was told by the service department to contact the warranty company directly to try to find resolution which I did but again they reiterated it does not cover the transmission and his engine only. They also sent me a copy of the warranty, which states engine only. I was advised by the service department to contact someone in the finance department as they would be the people to speak with and discuss the issue further. The finance department has not responded to me other than to say it’s not covered per the warranty company. I have reiterated that even on their website currently they are showing a 20 year 200,000 mile limited powertrain warranty and powertrain is defined as engine and transmission. No one will return my call me from Kia and I finally, after several months, got an email from a sales person over the phone of who I could contact of which I did send an email, but also have not received a response. I am looking for resolution and feel the company should be paying for a transmission repair if the warranty that they purchased for my vehicle is not coveri by it because I feel they misrepresented what I was told I was getting in regards to the coverage that their customers receive when purchasing a new vehicle from them. Any help is much appreciated.

  Business Response

  Date: 01/14/2025

  To whom it may concern,

  Regarding the complaint made by our customer Amanda ********* the general manager Steve ****** reports he has left several messages but has not yet been able to make contact with Ms. ********. He would appreciate the opportunity to discuss the matter with her, and kindly requests that she return his call. 

   

  Customer Answer

  Date: 01/15/2025

  
  Complaint: 22694611
  
  I am rejecting this response because: I ask that we communicate in writing via email.  The best email to reach me is *************************.  I do appreciate having a response from someone after so many months but I’m confused why my email I sent did not get replied to in October and feel it best to discuss in writing to complete this process.

   

  
  
  Sincerely,
  
  Amanda ********

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 car shut off in the middle of the road and presented a caution “hybrid warning system failure, do not drive”. (Second time that has happened) I spoke with Step One Kia who informed me they were short handed and it would be 3 weeks before they could get it in for service. 3 weeks went by and I was told they needed 2 more weeks. Another 2 weeks went by and I was told another 2 weeks. It’s been nearly 6 months since my car has been at the Step One Kia dealership. My calls go unanswered, I have attempted virtual chat to get a call back, no result. If I call on my number my calls go ignored but calling on a random number I’ll might get an answer. I know they are screening calls as well because one previous time I called a person named Brad texted me to tell time the car hasn’t made it in the shop. I never receive any updates without having to reach out multiple times and I still have no information on when they are going to work on my car. I have asked for multiple times to speak with a manager but again, I can NOT get a call back from ANYONE!

  Business Response

  Date: 12/26/2024

  The Service Manager has informed Mr. ***** that his vehicle has been diagnosed, the necessary parts have been ordered and received, and the repair is currently in progress. The customer will be notified once the repair is complete.

  Customer Answer

  Date: 01/24/2025

  
  Complaint: 22653351
  
  I am rejecting this response because:

  I have a 2013 Kia Optima Hybrid W/ X2 Hybrid System Failure and 11 open recalls. On 07/2024 I took my car into Step One Kia FWB because for the 2do time my car died and left me stranded, due to a "Hybrid System Failure" (according to the dash). I called Step One and they informed me that because of their backlog, I might be waiting around 3 weeks before they could let me know what's wrong with it. I told them that was fine and towed my car there. After a month not hearing anything I reached out for update. I was told they had not gotten to it yet, and that it might be more weeks. On 10/2024 I reached out and was told I was going to need a new engine because my rod bearings came apart. I was then told that the tech who was working on my car was contacting the Kia Tech line and he was just waiting to hear back. I asked how much longer this would take and I was told hopefully not longer than a weeks. I have this all through text . On 12/2024 after multiple failed inquiries I physically had to go to Step One to inquire why I haven't been given any options and that's when I found out that my car hadn't even been in for diagnostic, I guess I was lied too. I can't even get a simple diagnostic in 5 months? The ONLY option I was given was them telling me that I can either arrange to take my car somewhere else or I can wait until they get around to it. I had to quit my local job because I didn't have a reliable ride to work. I told Brad in the SERVICE DPT that I would be arranging to have my car towed elsewhere. Later that day service mng reached out and apologized for the way things had gone and told me that coincidentally my car was just getting into the shop and they would really like the opportunity to look at it and get it fixed for me. We spoke for about 10 min and he ASSURED me that he was on it. A week later I inquired and found out that my car still has still not been touched. As of 1/20/25 my car still has not even gotten a simple diagnostic.
  
  Sincerely,
  
  Danny *****

• Initial Complaint

  Date:12/02/2024

  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.

  At Step One Automotive Subaru in Fort Walton Beach FL, my husband and I purchased a 2019 Tesla Model X 02/23/2024 with a 120 month, 125,000 miles, level 3 service contract/warranty. We were told the vehicle had been through a full inspection for any defects. We contacted the local Tesla service center in Pensacola and were told it was not an option to bring in any vehicle we were not the current owner of for inspection or to request information from. We were assured by all pertinent parties in the dealership that ALL of their vehicles go through a very rigorous inspection and everything on the vehicle was functioning as it should, and the warranty would cover any defects at $0 out of pocket costs should anything arise. We also brought up the front right fender cover on the wheel well was very loose. They assured us that would be properly secured before we picked up the vehicle. Within a couple days of purchase, we consistently could not get the charge port door to open or the charge port to actually charge the vehicle or release any chargers inserted even when not charging, and the fender cover blew off while driving which severely hindered the vehicles performance as it covers a camera necessary for any autopilot or autonomous driving functions to work at all. We then began the process of getting the vehicle into a shop to get repaired. It was quickly discovered Tesla’s could ONLY be serviced at a Tesla service center. We made an appointment at first availability, contacted the warranty company, and waited for the appointment on March 28 with a very poorly functioning vehicle. Meanwhile, we were constantly calling the dealership getting the run around. We came to discover after a LOT of bouncing from source to source that no aftermarket warranty can be honored with Tesla because they require the service shop to have direct contact with them, which Tesla will not do and they warranty company will not reimburse. The AC does not function properly and we have 3 kids.

  Business Response

  Date: 12/31/2024

  I am writing in response to the complaint filed by Ms. Cassandra ******** I understand that Ms. ******* is dissatisfied with the value she was offered for her 2019 Tesla Model X.
  
  Step One Automotive Group has attempted to contact Ms. ******* on several occasions to discuss her concerns. However, she has been unresponsive to our calls and emails. We would like to resolve this matter amicably and are committed to working with Ms. ******* to find a mutually agreeable solution.
  
  We have offered to appraise Ms. *******'s vehicle so that we can provide her with an accurate and fair value. We have also offered to answer any questions she may have about the appraisal process.
  
  We believe that Ms. *******'s concerns can be resolved if she is willing to communicate with us. We urge her to contact us as soon as possible so that we can discuss this matter further.
  
  Thank you for your time and attention to this matter.

• Initial Complaint

  Date:09/18/2024

  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 9-10-24 My vehicle was serviced at the Step One Automotive Cadillac Dealer in FWB. I arrived with a tire patch on the right rear tire. Part of the service was tire rotation. However upon leaving the dealership and returning home I discovered the right rear tire still had the tire patch. This is evidence that the tires were not rotated. I phoned the service manager Michelle she said she would investigate and phone me by the end of the day. I requested that I be reimbursed for each tire rotation I paid them for the past 2 years. She never returned my call. The following day I phoned the dealership to ask for the corporate number and a woman named Brenda claimed to be a corporate trainer but refused to give me the number to the corporate office when I questioned her about her refusal she hung the phone up. I have taken my vehicle to this service department for the past 2 years for oil changes and tire rotations. I was growing suspicous because the previous 2 times my vehicle was serviced there immediately afterward the vehicle was washed yet the dirt on the rims was undisturbed, I started wondering how you rotate tires without disturbing the dirt on the rims. Looking at my tire wear it is evident that my tires have never been rotated. It is my opinion for the past 2 years I have been paying for rotations but not receiving them. I will never take my vehicle to this service department again. I paid them for a service and trusted them. I take the health of my tires very seriously unfortunately Step One Automotive does not. Still awaiting on the manager to return my call 3 days later.... In the past day I ran across a Facebook post in a local FWB group about this specific dealership where others were stating the exact same thing happened to them. It seems to be common practice to charge for services but not render them to the customers.

  Business Response

  Date: 09/21/2024

  The service manager has contacted the customer, offer to pick up the vehicle, and perform the requested service for free of charge. 

• Initial Complaint

  Date:09/03/2024

  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.

  Took my 2020 1500 dodge ram in for an engine lite. Was told it was a recall issue from 2020 and that it was no charge. Then because the high pressure pump was being changed there was a broken gear behind or near it. Still no charge. Now that didn't fix the engine lite problem, so now they say there is an injector problem and want to charge $656.00 for repairs and still not sure what other problems. They claim that that should fix the problem. All this after they claim they ran a dionostic on it. It's been 7wks. now and still not done.

• Initial Complaint

  Date:07/12/2024

  Type:Product 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.

  When purchasing a new 2020 Chrysler Pacifica in February of 2021 I also paid $1,661.00 for an extended warranty. The Pacifica was paid off and the extended warranty was only in effect for approximately 1 month when I traded it in. I was given paperwork at the Toyota dealership to take to Step One Automotive in Ft Walton Beach to receive a refund on the unused extended warranty. I took the paper in to the dealership and was directed to a finance manager. The finance manager filled in the necessary information and told me it would take about a month to get a refund check. A month passed and then another month passed. I called Step One and asked to speak to a finance manager so that I could get some idea as to what had happened. I left a message for one of the finance managers and asked them to return my call. I did not receive a call back so next I went in to the dealership in person. A different finance manager took my information, input it into her computer and said she could see that it was in the system but she couldn’t say what was happening with my refund. She gave me a phone number for headquarters and the name of someone to speak to. I called, there was no answer, so I left a message. I never received a call back. At this point I started calling every few days and even though I would leave a message no one would return my call. One day I did speak to a person and she said she would look into it and call me back once she determined what was going on. I still have not received a call back. I am now calling daily and no one answers except occasionally the operator. I have been making calls to headquarters now for more than two weeks and I still can’t get anyone to return my call. This entire process has now been going on for over 3 months and I’m hoping someone can intervene on my behalf.

  Business Response

  Date: 08/01/2024

  We have reached directly out to the client to address her concern.  In resolve, we have promptly reprocessed the cancellation paperwork and requested a refund check to issued.

  Customer Answer

  Date: 08/01/2024

  
  Better Business Bureau:

  I have received many phone calls from numerous people at Step One Automotive. I believe that they again have the proper paperwork necessary to issue a refund. I will be satisfied if I actually do receive the refund check. 
  
  I have reviewed the response made by the business in reference to complaint ID 21977008, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Beth ********

• Initial Complaint

  Date:06/20/2024

  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.

  My son who is stationed near Fort Walton Beach, had his lease coming to an end and we decided to do a lease buy out. His permanent address is in PA because he is in the military. Knowing we had to be together to sign all paper work and he wouldn’t be able to come to PA, I flew to FL to do the buy out. My contract states Kia took out $1034.68 for taxes, however only sent a check to ******* for $505.18 check # 40002872. The taxes for Philadelphia are $913.20, which is $408.02 short of what should have been paid. I have reached out for 2 weeks calling and leaving voicemails to the finance department, asking for the general manager, calling corporate, and all calls going unanswered. I would like to know why they didn’t send the full amount and a refund.

• Initial Complaint

  Date:04/29/2024

  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.

  Good afternoon, My name is Avery ******* I am reaching out in regard to a car that was purchased a few months ago from Kia Ft. Walton Beach. The 2020 Kia Optima is registered under my dad's name, Kevin *******, as this was my very first car buying experience. We purchased the car on October 19th with less than 75,000 miles on it. Less than a week later the car broke down on October 24 with 75,076 miles. After this incident we had no choice but to tow the car back to the dealership at our own expense in hopes to fix the issue. The car was picked up after the repair and we were informed that the root of the problem was a faulty fuel pump. Thankfully this repair cost was generously covered by Kia. However, in the first week of January on the 1 & 2nd it began to give the same issues as when it was repaired the first time from the fuel pump. Eventually, just like the time before it became undrivable, and we had to tow it back to the dealership. On January 5th we were told that it was not the fuel pump, and that the engine was blown. We were also told that repairs would cost some $13,000 to fix. After WEEKS of waiting they finally said that the cost of engine replacement would be covered by them. However as I write this, it is now April 22nd. The car has been at the Kia Fort Walton Beach location now for nearly 4 months. My dad and I have both called and spoken with associates and we have both been told that the car’s engine is on backorder. When we had mentioned them offering us a loaner or rental car they said we would have to rent out of pocket, then file receipts later to get reimbursements from Kia. They have given us no other option rather than to wait endlessly for the engine to hopefully come in. I work part time and go to school full time, I need a car. Meanwhile, we are still making payments on insurance and the car payment, on a vehicle we can’t even drive. Thank you for your time and consideration on this matter as it has been very challenging.

• Initial Complaint

  Date:01/25/2024

  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 21 November 2023, I had my 2017 Fiat 500x towed to Step One Automotive because it was having issues starting. I had an appointment for an oil change and tire rotation on 22 November 2023. I had repeated issues making contact with and getting an update on our vehicle. They were not able to determine what was causing the vehicle to fail to start and completed service on 1 December 2023 and I picked it up the next day. I continued to have issues with the vehicle starting and brought it back to Step One Automotive on 6 December 2023 where the technicians noticed that the computer needed an update. They pushed the update and it continued to have issues starting. I noticed early January 2024 that the front driver's side tire was missing the lug nut cover. I called the next day asking if they could look in the shop for it. I left my name and number with a service representative and did not hear back. My wife called a few days later and was told to "come by and somebody will go look for it". I went to Step One Automotive and asked in person about the part, a service representative looked for 10 minutes and then had me leave my name and number again. I repeatedly tried to contact this service representative for weeks afterwards and could not get a hold of him. He finally returned my call on 19 January 2024 said he would speak to his managers about it because they cannot find it and get back to me that same day. I did not hear from him and called multiple times on 22 January 2024 and 24 January 2024. The service representative finally texted me and informed me that they would not cover the replacement cost of the cover because they "are not responsible once it leaves the dealership." I know for a fact that the cover was on prior to Step One Automotive servicing the vehicle because I put air in the tires on 30 November 2023. I believe the handling of my issue and the lack of responsibility for the missing cover are unacceptable.

  Business Response

  Date: 01/25/2024

  Hello, my name is Leigha with the Customer Success Department. I am going to look into this and get with the Service Managers. Please allow 24 hours for us to gather everything and give you call. 

  Customer Answer

  Date: 01/29/2024

  
  Complaint: 21194573
  
  I am rejecting this response because it’s only been a month and half because the dealership never picked up the phone or returned my calls. I noticed and contacted the dealership less than a month after service. It is my wife’s car and not my car and I rarely drive it. It is a singular center cap that would cost you less than $50 to replace.
  
  Sincerely,
  
  Neo *******

  Business Response

  Date: 01/29/2024

  Unfortunately, the managers have decided that we do not owe this customer for center caps due to the amount of time it took him to bring the complaint to us. 
  .

  Customer Answer

  Date: 01/30/2024

  
  Complaint: 21194573
  
  I am rejecting this response because neither my wife or I signed any document that stated that vehicle damage had to be reported in a certain amount of time. You have a responsibility to replace the part that was lost while performing service on my vehicle.
  
  Sincerely,
  
  Neo *******