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:12/17/2024

  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.

  At the end of August, 2024. Went to **** *** to receive/file paperwork for ************* refund. Representative ****** stated that the refund would be issued to **** ***, and that the refund would available for pick up in 6 to 8 weeks. I stated that our home address had changed, and would that need to be fixed in order to get the refund. He stated it did not. I made contact with ****** on December 17th 2024. ****** stated that the check should have been mailed. I previously asked in our address needed to be changed, in which he said no. This was a blatant lie, and I will need to be refunded by **** ***, as this is their fault.

  Business Response

  Date: 12/19/2024

  ******* in my office who handles the refunds called and spoke to **** and has him coming in to get one of the refunds. 

   

• Initial Complaint

  Date:09/26/2024

  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 to my car to **** *** on 09/03/2024 cause I lost power going down the highway! No engine light came on car wasn't running hot and the oil was correct in the engine! ***** the service *** said it was the crankshaft sensor it would cost ****** so he also said he drove my car 4 miles and it was running good but when I got my car back and started home in it it ran worse than it did before I brought it in so when I bring it back to them they say it's going to cost another ****** to put it on the machine! Now mind you I took my car to pep boys the day before and no codes showed up I feel like they know what the real issue is but they don't want to honor the warranty so they keep saying it's other things going on!

  Business Response

  Date: 09/27/2024

  Our service director has reached out to invite Ms. **** in for a courtesy recheck of the work we performed, at no cost to her.  If either she or one of our team members had brought this to his attention when it occurred, we would have done exactly that.  Ms. **** did not answer her phone, thus our service director left her a voicemail expressing the invite to recheck the vehicle at no cost.  Further stating that we would discuss the findings thereafter, and any potential costs to Ms. **** once able to determine the root cause of her concern.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22345282
  
  I am rejecting this response because: I have already paid ****** and since I spoke to ***** last week he is now saying it's going to cost me ******* dollars because my full injections and cataverter needs done mine you I have a the fuel injections done last August by them and a again in April of this year also all I have is premium gasoline since last August I have records and if it's the fuel injection and cataconverter why did I have a crankshaft sensor replace on 09/3/2024 everything that's been a problem as started since the knocksensor was put in 01/05/2021 I feel like he should of seen that when he put the crankshaft sensor in when he said he drove it 4 miles after it was fix I know when I drove it home it didn't drove like it did when I brought it to him and I paid ****** and when I brought it back he was rude and was trying to get more money out me and still is I feel the crankshaft sensor didn't fix my issue so I should be reimburse for my ****** I paid for now it's a month later and I'm still don't have my car and be wants 6400 hundred to do what's been done twice or three times!

   

  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 10/07/2024

  I am sorry you feel this way but I can say that if my team knew that the additional repairs were needed, they would have let you know. The car would have to have the codes for us to pull to address the issues. The codes that the vehichle had on it were after the initial inspection. Here is the response from my service director and it may help clarify. 

  When the car came in on 9/3/24, the code in memory was P0335, indicating a faulty crankshaft sensor circuit.  Testing showed the sensor was out of range, and it was replaced to resolve that issue.

  The car returned 9/23/24, 20 days and 284 miles later, with 7 codes - p0524 (engine oil pressure low), p0404 (egr circuit malfunction), p0301, po302, po304 (cyl # 1,2,4 misfire), p2178, p2180 (air/fuel mixture out of range and rich).
  Testing found there is leak down from the fuel injectors, which seems to be causing the misfire and air fuel mixture codes specifically.   The low oil pressure code could be from having fuel in the oil resulting from leak down.  The egr code is historically and likely from the catalytic convertor coming apart and clogging the egr valve. 

  Without these codes present when repairs were made on the crank sensor, there would be no indication of these conditions.  We would have every interest in identifying and presenting these conditions, and not keeping any information from the customer.

• Initial Complaint

  Date:09/06/2024

  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.

  Dyer Kia Lake Wales, *******. Lured me into believing that I had purchased a car based on my circumstance clearly verbally & written stated to them before hand. I was further convinced to come into the dealership stating that as long as I made a certain amount per month regardless of my credit situation they could get me into a vehicle. Based on their assurance I went to the dealership with a rental vehicle. I was kept there for about 7 hours to finally sign a deal agreement after I purchased an insurance policy on spot to be able to leave with the car out of the lot. To find out a week later that they wanted the care back. Folks, I work a full time job & a part time volunteer job for the us coast guards auxiliary. I serve my countey for FREE. I was subject thru a loss of my time waiting for them to sale me this car. Followed by the embarrasment of taking ownership of the vehicle. To add to the issue, I had left my License Plate in the vehicle & by *************** are stating they don't have it. Now I have to file a stolen report with the local police on it.

  Business Response

  Date: 09/09/2024

  I apologize for the inconvenience. But once the bank verified your income it was not what was stated on the credit app. Therefor the bank would not cash the contract. 

• Initial Complaint

  Date:09/06/2024

  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.

  In February, I had a gash in my tire that required getting a brand new tire. **** did not take the time to search for my information to look and see that I do have a warranty plan in regard to replacing tires that are damaged due to road hazards. After verifying (myself) that I do have this coverage, we brought it back to **** to get a refund on the transaction on a Wednesday in early march. They stated I would have the refund check by the end of the following week but, I never got said check. We have tried countless times to get into contact with them from then up until now but, they never get back to us or (if they even do) all communication suddenly stops. I am incredibly frustrated by this and when asking for information for the owners to get into contact with, they refused to give it to me. Overall, this has been a horrible experience and has deterred me from ever coming back to do business.

  Business Response

  Date: 09/23/2024

  Please see below. This is from my service director ****** *****. He was directly involved in this case. 

  *. ****** purchased a tire coverage service contract from another establishment, of which we had no record.  When presented with the discovery of her tire condition, and the need to replace the tire as well as the cost, Ms. ****** approved the charges to do so.  This visit took place 2/26/2024.  We later received a letter dated 4/10/2024, indicating ******************************, the credit card company that Ms. ****** utilized to pay her bill on 2/26/24, was disputing the charges paid that day. Upon investigation, it was identified that Ms. ****** had the above mentioned service contract for her tires, and wanted to utilize it instead of paying out of pocket.  I called and personally spoke to the contract company, and was told she could seek a reimbursement from them directly if she left her payment to us as authorized.  If she continued to pursue the credit card dispute and we were debited for the charge from the card company, her payment would be considered void and no reimbursement would be issued.   The reimbursement she is seeking would be from her contract company, and not **** **** as I stated in a voicemail to Ms. ****** when I attempted to reach her.  I shared that she would need to initiate this as the consumer owning the contract.  I inquired, but was told that we could not begin this process on her behalf according to the contract company.   I have received no phone calls, emails, or contacts from her since this situation back in April.

  Customer Answer

  Date: 10/08/2024

  At this point, it seems as if we have different versions of events that have led up to this point but, this is the first time that I have been informed of opening a claim with the warranty company and have no information on how to do said claim. Originally, we were told by ******* that we would get a check cut for us within a week (3/16/24) but, never received said check. In a voicemail I received from *** on 4/16/24, he stated he would give us a goodwill gesture of the money back but, upon multiple attempts at getting into contact with him after the call, we received no communication back from him or anybody at the dealership. 

  Customer Answer

  Date: 10/14/2024

  At this point, it seems as if we have different versions of events that have led up to this point but, this is the first time that I have been informed of opening a claim with the warranty company and have no information on how to do said claim. Originally, we were told by ******* that we would get a check cut for us within a week (3/16/24) but, never received said check. In a voicemail I received from *** on 4/16/24, he stated he would give us a goodwill gesture of the money back but, upon multiple attempts at getting into contact with him after the call, we received no communication back from him or anybody at the dealership. 

• 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.

  We did purchase several vehicles from **** ************** Weekly, over the past year to year and a half, we (my husband and I) receive phone calls from this business. Weekly, we have asked for this business to not call us and to take us off their list. We no longer live in the area and are not interested in anything they offer. We even spoke to a manager with our request, yet we still are receiving weekly sales calls. We just want to be left alone. I am looking into legal help with this so that they will just stop harassing us.

  Business Response

  Date: 09/04/2024

  I want to first apologize and let you know that I just got with my marketing team and you will be removed from the list today. 

   

• Initial Complaint

  Date:08/10/2024

  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.

  In March 2024, I took my new 2024 ************* to **** *** for a routine service. I noticed prior to the service that the trim around the windows was beginning to fall off the vehicle. When I took the vehicle for service, I let the advisor know about the issue. The service advisor took pictures and told me it would be submitted to the warranty for replacement parts. Some time went by, and I called for an update. ************ told they has no record of this and asked for me to come back so they could take pictures again. I drove an hour back to the dealership and they took pictures again and told me they would contact me in a couple weeks. I still have no heard anything and no communication from the dealership about the parts and when I called, they told me there is no update. I have since went to another dealership and they also have taken photos of the damaged pieces and provided with paperwork about replacement pieces. I have asked for updates and this dealership has communicated that unfortunately they are still on back order. It has been 5 months, and I still do not have the pieces for my vehicle and some of the window trim has flown off on the highway and I haven't noticed. I do not want this to turn into an insurance issue with another driver if something were to happen. This vehicle is brand new and I'm a little upset it's taking this long to get simple window trim pieces.

  Business Response

  Date: 08/13/2024

  We have reached out to ************. We are trying to resolve this but as previously stated the parts are on back order with **** Will get ************ taken care of as soon as *** releases the parts. 

   

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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.

  Business and its salesperson, ****, continue to ignore my requests for a Certificate of Title to my purchase of a 2024 KIA ******* that has been paid in full.I have contacted the business by phone, email, and text messages, but have been ignored.

  Business Response

  Date: 07/22/2024

  I have spoken to the customer and let them know that they have to pick up the title at the **** We cant provide the title. 

   

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21954964
  
  I am rejecting this response because:
  The business also committed to provide email confirmation of the first two maintenance services. After many weeks of emails, etc. we still haven't received the confirmation to email: *************************************** 
  Sincerely,
  
  *************************

  Business Response

  Date: 07/22/2024

  Salesperson, ******************* said he emailed it to you on Friday. I will have him resend it. 

   

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21954964
  
  I am rejecting this response because:
  
  I have been emailing, texting, and calling **** for weeks, and he NEVER sent the email I requested. When confronted, he told me my yahoo.com account blocked him, which isnt true. My last correspondence with him was one week ago when I advised to send the email to my other email addresses. HE STILL HAS NOT DONE SO!

  These are my other email addresses.

   

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

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

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

• Initial Complaint

  Date:05/31/2024

  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.

  My name is ******************* and I purchased an automobile from **** *** on 16 May 2024. New outside mirrors had to be ordered for my car and they were. While waiting for the mirrors, I noticed the Airbag mechanisms on each door was loose and you could see inside where the airbags are. This is a safety issue and should have been fixed prior to me driving the car off the lot. I took the car back to **** ****************** on 23 May, 7 days after purchasing this automobile. The **** ****************** told me they would have to order the clips for this repair and it would cost me $250.00 out of my pocket. I told the Rep I would not pay this as this should have been caught on their pre-buy safety inspection. I asked to see a manager. The Rep talked to **** and ***** in the sales **** and they said I wouldvhave to pay for these repairs. I asked to see one of them. ***** came out in a puff and said he would have to look at the car. He came back in and stated that they would pay for the parts but that I would have to pay for the labor. I said this was unacceptable! ***** said there was nothing he could do. In the week following, I talked to three (3) different female **************** Reps and they each said they would look into my problem and get back with me. A week later NO ONE even returned any of my calls. I came into **** ***, today, to get my mirrors installed. I again asked ***** about these repairs and he just said there was nothing he could do. I wanted to see the General Manager, ******************************* but he never came into his office. I bought the Platinum Warranty when I bought the car (the most expensive one) and I don't know why that does not pay for this. I just ask that **** do the right thing and fix my car like they should! Also I think something should be done about their unacceptable and embarrassing customer service department. IThis is the 2nd car I have bought from ****. They use to have integrity and cared about the customer. Not so sure at this point!

  Business Response

  Date: 06/21/2024

  I have called *** and left a message. The parts were ordered and as soon as they come in we will install them .

   

• Initial Complaint

  Date:05/23/2024

  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.

  *************************** and I ******************* purchased a car from **** *********** 18 ,24. we asked for it to be financed thru her bank **** the finance manager told us she was turned down and had to finance her thru Space ****************** and the gap insurance would cost us an additional $1,300 and we agreed a few days after we called our bank to find out why they turned ***** down only to find out **** never even called them She then had everything switched over to her bank and found out gap insurance was only$225 On April 6th we went to **** *** and signed paperwork to cancel their gap insurance ( well within the allowable 30 day period ) This was done in ****'s office with forms provided by ****. We asked for a receipt, he said don't worry it is all taken care of ******** calls to him resulted in numerous reasons why it was being held up , one being he was waiting for a notice that the financing had been switched GAP insurance is not mandatory so his reason is baloney Now he will not even return our calls and still has not returned our money. we even sent a statement from Space coast ,no money is due them

  Business Response

  Date: 05/28/2024

  I just got off the phone with ****************. We just received the refund from the *********** on 5/23/2024. I had my cancelation clerk call Space Coast and she verified that it was ok to refund **************** directly and not send it to the bank. We are mailing the refund check this morning. 

  Customer Answer

  Date: 05/28/2024

  It is a shame we had to contact BBB to get our money back. We sent them the letter from *********** that we did not owe them any money sent to us on 5/6/24 and forwarded to **** *** **** letter states we are due  a refund for the gap insurance. We called **** *** and as usual got the run around and excuses but no refund. ************* is not mandatory. We canceled it within the allotted time frame. If we never contacted BBB ,I am sure we would have never gotten the money back   thank you for getting our money back. That is if we get the check from ************ as promised.  ******************* and ***************************

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21753712
  
  I am rejecting this response because:
  It is a shame we had to contact BBB to get our money back. We sent them the letter from *********** that we did not owe them any money sent to us on 5/6/24 and forwarded to **** *** **** letter states we are due  a refund for the gap insurance. We called **** *** and as usual got the run around and excuses but no refund. ************* is not mandatory. We canceled it within the allotted time frame. If we never contacted BBB ,I am sure we would have never gotten the money back   thank you for getting our money back. That is if we get the check from ************ as promised.  ******************* and ***************************

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

  Business Response

  Date: 05/28/2024

  As stated in the last response your cancelation was submitted on 4/30 and we just received the money on 5/23. Sorry you are still not happy but unfortunately there is a process when a product is cancelled. Thank you

   

• Initial Complaint

  Date:05/17/2024

  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.

  Our first visit with *** was very nice. We tested drove several cars We were told that there would be a dark blue Sorento that we may enjoy that would be in tomorrow we were told however, it may have 3000 miles on it. The next day we called left message and texted our sales rep with no response. We the called and asked for our sales rep and asked if the car was received. We were told we could come in at 12:30 to see it and test drive. We got there at 11:45. We were placed in one of the areas to sit and wait. We waited over 45 minutes and then asked about the car. We were then informed that it was not there. And due to the bad weather it was still up in *******. They asked if we could come back on Friday to see the car. We then expressed our concern that the car was not there and that we were not happy with that and the cars mileage. We then were given several opinions to see what was in stock. But neither of the cars there had what we wanted. We were placed in the room again to wait. I was on the phone with city *** to see if they had what we wanted in inventory and they did. We were ready to leave and all of a sudden they stated that the car was there the entire time. We were given a second sales rep to help us and he was very informative. The manager told us we were be compensated for the miles on the car and our problems that morning. Went thru the loan and purchased the car. WE were then told that the second key was not available and that they would mail it to us We were not compensated at all for the miles or trouble and have not been informed that the second key was mailed We were happy with our first day and the end of the second day but not happy with the way *** treated us

  Business Response

  Date: 05/20/2024

  Just spoke to Mr and **************. My GSM *********************** will be setting up the HomeLink and the extra key with service. Once that is done he will reach out to set up the appointment and a loaner while the vehicle has the HomeLink installed. 

  Business Response

  Date: 05/30/2024

  I already answered this complaint. The Homelink is getting installed today.