Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2025

  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.

  I purchased a 2021 Suburban from salesman ****, who delivered the vehicle to me in ******. However, I was never provided with a copy of the contract I signed. Ive made multiple attempts to obtain a copy, but have not been successful.Additionally, when I brought the vehicle in for service at the ***** dealership last Friday, they had no record of the extended warranty I was told would be included at the time of purchase.On Friday, I was contacted by someone from the finance department named ******, who gave me his personal cell phone number and asked that I follow up with him today. I did so, but have yet to receive a response. Florida law requires that consumers be given a copy of any contract they sign at the time of purchase. Failing to provide this may be a violation of the Florida Deceptive and Unfair Trade Practices Act (FDUTPA).If this is not resolved this week I will take this matter to the state of *******

  Business Response

  Date: 04/23/2025

  ****** ******* of Miami Lakes Automall spoke with **** ********* and made sure that she had copies of the paperwork. **** requested a copy of her contract and a copy of her warranty agreement that she specified she needed because her air conditioning in her car was not working properly. ****** scanned over what **** had requested and she stated that this is what she was looking for and said if she needed anything else she would reach out to ****** directly.
  
  

• Initial Complaint

  Date:03/15/2025

  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.

  hey will charge you for mandatory options such as LoJack, etching, paint protection, recondition fees and the dealer fees. For new car cars I can understand the LoJack,etching etc but the used car already had items installed with the prior owner so they came with the car. They claim to add the paint protection and interior but they are not willing to give you any proof. They nickel and dime you. The add ons were roughly 3k and roughly 1.9k in fees.Then they tell you oh only special certified mechanics from ***** can work on your car and have it covered under warranty.Update 3/15 I contact them as requested below and no response from them. I have been also trying to get in touch with ***** from finance regarding my extended warranty for the past 2 weeks and he never returns my calls or emails. I also tried contacting the director from finance via email with no response.

• Initial Complaint

  Date:03/04/2025

  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.

  Dealer added fees or extra cost that was not disclosed at the time of sale

  Business Response

  Date: 04/04/2025

  ***** ******** of Miami Lakes Automall has confirmed that as of 3/31, ****** ***** called ***** back to express his concerns. ****** mentioned that ******* *******, the finance manager, is currently processing the warranty cancellation and ************** Darrin stated that if the dealership removes the unwanted items, ****** would be satisfied.
  
  

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have several issues that the dealer plays games with. First issue is they didn't file the proper paperwork with the **** Because they didn't do their requirements set forth by the *** ,I'm out $7,500.00 . No one from the dealership will take ownership of the problem. I get passed around from person to person. Seems like everyone is either sick or on vacation a lot at this dealership. My sister who is a *** has been calling for a week to get to the account department but they give her the run around as well. They refused to let her speak to accounting. The dealership owes me the money then, Jeep advertise this rebate, the dealer advertised it and now I did my part and bought the jeep and I am out the $7500 dollars. Make it right and either write me a check or give me a credit to use at the dealership.The other big issue, I bought a New car says new on all my sales forms however, car fax shows me as the third owner. The dealership also reported a repair and billed my warranty for a AC repair that wasn't done on my car. Now Carfax shows a odometer roll back because the car with the repair had half the milage then my car. Besides now **** has it in their system my car has a repair that it didn't. I been asking for all this to be fixed since November and as of February it hasn't

  Business Response

  Date: 03/04/2025

  ***** ******** of Miami Lakes Automall has confirmed that ***** ******* purchased a brand-new vehicle from the dealership in April 2024 and chose the financing option instead of leasing. To qualify for the $7,500 tax credit, ***** needs to file the appropriate paperwork with his CPA. Unfortunately, the dealership does not provide any forms for this. From the research conducted by *****, it appears ***** can claim the tax credits using just the purchase order, and his CPA will need to file form 8936, which can be found on the *** website. Additionally, ***** reviewed the Carfax report and it indicates that the vehicle has had two owners: the first owner was the dealer, and the second owner was *****. The repairs listed were conducted during ******* ownership. ***** purchased the vehicle with ***** miles, and the air conditioning repairs were made when the vehicle had approximately ***** miles. Miami Lakes Automall did not find any discrepancies or evidence of odometer rollback. 
  
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23002961
  
  I am rejecting this response because:

  The repairs were not made to my vehicle. I did not have the ** fixed there has never been anything wrong with the ** system in that car. Show me where i signed to have the ** looked at or repaired. The *** said the dealership needs to file the form , ***** research is false, my CPA has been in business for 35 years and is current on tax law unlike *****. see below the rejection from the *** stating clearly the seller aka the dealership should have submitted the paperwork. 

   

  Details for your rejected filing.
  Error message: Schedule A (Form 8936), '***' does not match the e-File database. Please resubmit the return using the correct ***. If the *** originally entered is correct, then a binary attachment or [GeneralDependencySmall] with description beginning with "Substantiate ***" must be present in the return.
  Solution: This rejection happens when the clean vehicle data ***, TIN, Date of purchase, or Credit Amount does not match the ******** for the Clean Vehicles sold. The *** compares the information you enter with information in their database. When the that data is missing or mismatched, your return gets rejected. Sellers of clean vehicles are required to file a Clean Vehicle Seller Report with the *** and furnish a copy to the buyer/taxpayer in order for a vehicle to be eligible for a clean vehicle credit. The Clean Vehicle Seller Report is a detailed one page form that gives all the details to the *** about the buyer, seller and the specific clean vehicle (*** number, make, model, etc.). Ask your client for a copy of the Clean Vehicle Seller Report and confirm the *** that is inputted is correct. If you have confirmed the ***, attach a PDF to the return and link it to Form 8936, Substantiate *** in the Electronic Filing screen. You can resubmit your return electronically.
  Code: SA-F8936-030-01
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 04/02/2025

  Please read article where it clearly states the dealership is responsible. They did not make good faith efforts 

   

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

  Customer Answer

  Date: 04/09/2025

  Good morning, the dealership took care of the issue. We are good here. Can we please remove the case?

• Initial Complaint

  Date:01/22/2025

  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.

  ******* ******* the service supervisor at Miami lakes Kia automall is a liar and extremely unprofessional he tried to have a whole ******* match and proceeded to talk loud over me on top of no one ever answering the phone. I had my car there getting fixed and I had a rental I received a call from enterprise at 3:00pm on February 22nd 2025 saying that *** stopped paying for the rental on February 21st 2025 and I would be charged for those days mind you I never got a call from *** in this regard so I immediately try to reach to dealership of course no one answers to the phone calls eventually I get a hold of someone not ******* so I told them I need to talk with him immediately its urgent of course I get the run around and hes always busy so I get placed on a 10 minute hold to talk to him and he tells them to tell me that I have to pick up my car (which is fine) but that I have to pay for those days and that he told my service advisor a week ago to call me which makes no sense at all. Enterprise also closed at 6:00pm and after that they will continue to charge me for another day I had no time to stop what I was doing to return the rental. He refused to extend it another day so that I wouldnt have to pay which wasnt my fault that no one communicated that to me it was only because enterprise called me to inform me

  Business Response

  Date: 01/27/2025

  ****** ******** of Miami Lakes Automall has confirmed that the dealership has contacted Enterprise and will be taking care of the difference. ****** ***** will not be charged any extra days.
  
  

• Initial Complaint

  Date:01/20/2025

  Type:Order 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.

  Im reaching out because Ive made several attempts to contact via phone and no one gives me a call back. I purchased a vehicle on December 15th and did a trade in. I provided a pay off quote which was used in the loan. Earlier this month, due to the check payment getting there after the pay off date, I was told I had to pay a balance of $16.53 in order to avoid daily interest charges. I paid it in person but was also made aware that the pay off amount was less than the pay off quote I provided in December. Please tell me how we can fix this. The amount owed back would be $774.52.

  Business Response

  Date: 02/14/2025

  ***** ********* of Miami Lakes Automall has confirmed that ********* ******* had some discrepancies with the vehicle payoff. The dealership explained that ********* was only charged for the actual payoff which is the exact amount that was owed to the previous lender. ********* understood that Miami Lakes Automall did not overcharge her and she is not owed any refund. 
  
  

  Customer Answer

  Date: 02/14/2025

   
  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: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 car have been at the repair shop for several months and I have not received any information about it from anyone. Let messages with service advisors and no one responds..

  Business Response

  Date: 02/11/2025

  ****** ******** of Miami Lakes Automall has confirmed that the vehicle for ******* ******* is currently being worked on and should be available for pick-up on Thursday (2/13).
  
  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22833728
  
  I am rejecting this response because:

  I was told that the car would be ready 2 weeks ago. Then was told it would be ready by 2/11. If they are not sure about the completion date, then say so. The car has been there for 3 months.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 03/10/2025

  Car was not ready on specified day. Still had issues and the car is currently being worked on 

• Initial Complaint

  Date:01/20/2025

  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.

  This business continues to practice misleading advertising practices. The deliberately omit a required purchase of a lojack security system for their used cars. The only way was able to discern this practice was by asking via *******. I live in *** and wanted assurance from the dealership that there would be no other required fees other than those listed on the website. I asked this with two different contacts on 2 different days.They replied in both cases that the purchase of a $1295 Lojack security system would be required in addition to all fees listed on the website. According to the ********************************. website this practice is illegal as of Feb 2024. This practice artificially deflates the price of the vehicle in comparison to other dealers' listed vehicles.

  Business Response

  Date: 02/18/2025

  Indy ****** of Miami Lakes Automall has confirmed that ******* **** has been contacted multiple times via phone and email but the dealership has yet to receive a return response to-date. 
  
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22833708
  
  I am rejecting this response because:  In accordance with FL statutes all car dealerships must identify the total advertised cost of the vehicle.  I learned of an additional $1298 charge for a lojack security system that was mandatory to purchase the car but NOT listed in the on line description.  This was communicated only after I called the dealership and specifically asked if there were any add'l charges not listed in the on line advertisement. Until the dealership identifies this charge in writing no amount of "communication" is worthwhile.  

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

• Initial Complaint

  Date:01/05/2025

  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.

  I bought a brand new vehicle that listed, and was shown with, a compact spare tire but when the vehicle was delivered it was not there. After several days of back and forth they said they found out that it was supposed to be in there and they would send it to me. I have had a few issues with the dealership after driving 2.5 hours to pick up the vehicle they had given me a different price altogether than the one I specifically asked would be final price if I drove over. They had said that price was with several discounts as the *** care discount, a discount for financing with them and a military discount. I have never been in the military and never planned on financing with this dealership as I have been with a fantastic bank for many years and had already been approved and noted that to them as to why I had to wait two days for the bank to finalized everything. I spent a good portion of the night in that office trying to find out if they were going to honor that or if I needed to get a ride back to the other coast, which eventually I did end up having to do because my bank was closed after 6pm on Friday. I dont really know how to deal with this because *** never had the need before but this car was sold to me with many things wrong with it that Im unsure how they didnt know that so many sensors were malfunctioning. I would like to receive what I was expecting/promised/paid for and to make a record in case this is an ongoing thing for the dealership, so someone can know.

  Business Response

  Date: 01/30/2025

  Miami Lakes Automall acknowledges that ******* ******* chose to pay cash for the vehicle, which resulted in missing out on the $1,000 discount that would have been available through financing with *** ********* not Miami Lakes Kia. The invoice MSRP of the vehicle was $27,920 and the dealership sold it to ******* for $25,400; which was a loss for Miami Lakes Automall in order to make the deal work. The dealership also regrets any confusion around pricing, discounts, and the inconvenience caused by the delay with ********* bank. A compact spare tire does not come with the *** ****** Miami Lakes Automall is committed to resolving the sensor issue and encourages ******* to bring the vehicle into the dealership or take it to the nearest *** dealer in ***********  
  
  

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22770483
  
  I am rejecting this response because: it clearly does state, directly on the window sticker, compact spare tire is included which it was shown while on site. After taking it out no one even added an inflation kit which I would have been satisfied with having something in place of the compact spare tire. *** escalations team have been working on finding out how the defects in the Forward collision and other issues managed to not be noticed but the spare tire was acknowledged that it was indeed supposed to be in the vehicle. 
  
  Sincerely,
  
  ******* *******

• 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.

  The dealer over promises and fails to deliver in a timely manner. The sales **** are rude and disregard issues after the sale

  Business Response

  Date: 01/02/2025

  ***** ******** of Miami Lakes Automall has attempted to contact ******** Del ****** via the email address and phone number provided but has not yet had a return contact.