Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased my 2022 Kia ***** on 10/19/24 from Greenway **** which was advertised with a sticker price of ~$16,700. I had a trade-in vehicle which they gave me $500 for, and also put a total of $10k as a down payment over the course of that weekend- which was completed in separate transactions due to my bank having a max daily spending limit. Upon signing the paperwork and making a $4k down payment while at the dealership, they advised I was able to take the vehicle home and pay the remaining amount of $6k over the weekend, and to email the salesman, *******, the screen capture of the payment. Upon leaving the dealer, I realized I did not receive any copies of the paperwork that I signed.I made the remaining down payment over the weekend and emailed the salesman, as I agreed to. I did not receive any copies of the Bill of Sale and paperwork afterwards, so I called the dealer, and was advised it would come in the mail in a week. Weeks went by and I called again stating I never got it- they again stated it would be arriving in the mail soon.I received my loan info in the mail which I signed up for an online account and I saw that it was a 6 year loan, and a total over $16k. That sounded incorrect because even with taxes, dealer fees, and extended warranty, that would absolutely not be ~$10k.I called the dealer again last week, again and spoke to the finance manager, ****** who said he would email the paperwork over. I handed my phone to my sister, ****, who asked ***** for the breakdown in the purchase price to which ***** stated the breakdown will be in the paperwork that he will email I went over the spelling of my email address three times, and my sister confirmed the spelling as well with ***** a fourth ******* has been over three months and I still dont have my signed paperwork with bill of sale, after multiple attempts requesting it to be sent. The purchase amount is deceiving as I never got a breakdown in price with the $10k that I put down.

  Business response

  01/30/2025

  General Manager has spoken with customer and scheduled appointment to further address concern.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2018 ********** Car was towed to *** on 12/22.on 12/23 a tech said it needed an engine replacement. 12/30 *** authorized engine replacement under power train warranty and we begun waiting on the engine to arrive. *** said they would only provide a rental car for 5 days, with the info provided I picked it up on Thursday 1/2, Monday 1/6 I was told engine would arrive by Tuesday 1/7 and get put in ASAP On Tuesday 1/7 the engine did not arrive on the truck, and still has not arrived as of today, 1/9. Greenway *** said it is the service centers fault.When I called today, my service provider ****** told me that the engine head will need to be sent out for resurfacing to place on the new one, but they dont do that so they cant tell me how long this is going to take while they wait for somebody else to do it. This is highly unacceptable as my car has been with them since 1222 and theyre only providing a rental rental car for five days when this is not a me problem its a them problem. Whether it be the service department or the other company, they sent the engine out for resurfacing.

  Business response

  01/21/2025

  Engine replacement is currently underway. Mrs. ******* was advised that *** authorized a rental for 5 days maximum.

  We apologize for the inconvenience. Any additional questions please contact Service Manager **** at ************ option (2)

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/18/2024 I purchased a 2025 *** ******** from the *** Greenway East dealership. This transaction involved multiple bait and switch tactics as I was told I could get financing deals that they later rejected, I was offered trade in offers that continuously continued to get lower as the deal progressed. Eventually I was told I would receive 72 Month financing and that I would get $6000 dollars for my trade in vehicle. This went up by $2000 from our originally agreed estimate. I was provided an estimate of about $654 monthly for my monthly payments before any optional add ons. I agreed to this even though it was slightly out of budget and a change in tune from a $570 monthly offer that the representative offered me through text before going into the dealership. After agreeing, I was sent to the finance department to speak with a Desk manager by the name of ***** who had shown me only parts of the contract which I unknowingly signed without the understanding of what I was signing. ***** also informed me the only way *** would finance the vehicle is if I accepted GAP protection and the service contract that automatically comes with it. I stated multiple times I don't want GAP or the service contract. ***** stated again, I cannot receive financing without GAP which is combined with the service contract. After signing the contract (which I did not see in completion), I was handed a flash drive with a PDF copy of the contract. After reviewing the contract on my laptop I saw that it stated that *** and the service contract are optional and financing is not determined by selection of these services. I immediately returned to the dealership and requested a recontract. I was told that the deal was already financed and that it would be a repossession if I was to return the vehicle. In addition my contact details were not correct on the contract and I was told this would be corrected which it was not. The verbal requirement was not stated in the contract.

  Business response

  01/02/2025

  Finance Manager will contact customer and set appointment to address concern.

  Customer response

  01/02/2025

   
  Complaint: 22710939
  
  I am rejecting this response because:
  

  I previously spoke with finance and new sales managers who only offered to either have my vehicle repossessed or cancel services that were forced into my transaction through dishonest business practices. 

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

  Business response

  01/22/2025

  Finance Director ****** has contacted customer by phone, unfortunately he has not been able to reach him.  ************ could please return call so that we can further address concern.

  ************ option (0)

  Customer response

  01/23/2025

   
  Complaint: 22710939
  
  I am rejecting this response because

  I am requesting a direct course of action be presented to me instead of a request for a sit down. I have already returned to the dealership where I was met with absolutely no empathy or viable refund options. 

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

• Initial Complaint

  12/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased my vehicle from greenway Kia east on August 17 2024. It is my belief the The dealership purposely and conciously put me on the worst finance option for financial gain on their behalf for higher "kickbacks" from the finance company. They also added extra fees and warranties at a cost of almost $5000 again for higher kickbacks which I clearly declined in the purchasing office. As a result of their actions I am now stuck in a high interest car loan as well as my monthly payment being hundreds of dollars higher than with the credit appropriate financing. The dealership said the only finance company that approved the deal was the one they presented me, and that they were going to "help" me and presented a deal that consisted of purchasing the car on that day at the high interest and monthly payment and return to them after 90 days to refinance the car at a lower interest and payment, that was a lie. I returned after the *************************************************************** to purchase a new vehicle instead. When I told them that is not what I want, they told me to come back in another 90 days. Upon reviewing my contract I discovered all of the added fees as well as my contact email being changed to the general managers email. When contacted dealership no one in upper management was willing to see me and sales staff that assisted in my sale all refused to speak to me.

  Business response

  12/27/2024

  Customer's concern is currently being addressed.

  Customer response

  12/27/2024

   
  Complaint: 22706981
  
  I am rejecting this response because: Although I agree that they are currently working with me to resolve, it is taking much longer than what I was told. I recognize the holiday may affect this but not this much. As of writing this response the problem has not been solved
  
  Sincerely,
  
  **** **********

  Customer response

  01/13/2025

  I have been continuously misled every step of the way with the resolution to this issue. It has now been almost one month since this was initiated and about 10 days since the dealership says they mailed out payment. Nothing is yet received. I am not able to communicate with anybody from corporate office. My only source of communication is the sales manager involved in this sale

  Business response

  01/23/2025

  Check is being issued to customer and will be notified when ready. We apologize for the inconvenience.  ***************** has any questions, please contact Sales Manager ***** at ************ option (0)

  Customer response

  02/02/2025

   
  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

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September I leased a ******** from this dealership with the agreement that I would be given $5000 for the car I owned at the time. The monthly payment for the lease would be $215 with an extra added on to cover any scratches when I turned the car in 3 years. When I spoke with the finance person, he gave me a computer stick with my contract on it. I expected it to be exactly what I agreed to. I then received my first statement showing that I owed $396.24 and that would be my monthly payment. When I received this I immediately went to the dealership to let them know there was no way I could afford that. I am 80 years old and on a fixed income. I offered to return the car but the manager said I would have to speak to someone else higher than he was. It is now November 13th and although I have tried I have still not been able to speak with him. I am very much afraid to drive this in case of an accident. I told him this and he told me to drive it and enjoy it until we could meet with the general manager. I just dont know where to turn. I need a car and if they will not honour the original agreement then I must return it. I would be happy if I could have a car to take me to doctors appointments and the grocery store. This will have been my fourth lease and I have never dealt with any like this before. Please help. ******* *****.

  Business response

  11/19/2024

  General Manager has spoken with Mrs. ****** reviewed contract.  This transaction is finalized.  Any additional questions please contact ** ******* at ************ option (0)

  Customer response

  11/19/2024

  I have been at the *** dealership so many times.  I am unable to pay this lease and have tried to make them understand.  I am 80 years old and on a fixed income.  I would never have signed the lease had I known my payments were  going to be $396.  That amount is not what I agreed to.  I am here at the dealership now and speaking yet again with a different sales person.  I am very tired.

  Barbara 

   

  Customer response

  11/19/2024

   
  Complaint: 22552109
  
  I am rejecting this response because:

  I have been at the *** dealership so many times.  I am unable to pay this lease and have tried to make them understand.  I am 80 years old and on a fixed income.  I would never have signed the lease had I known my payments were  going to be $396.  That amount is not what I agreed to.  I am here at the dealership now and speaking yet again with a different sales person.  I am very tired.
  
  
  
  Sincerely,
  
  ******* *****

  Business response

  11/22/2024

  ********** has worked out a new deal with customer.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/16/24 I received an email from GreenWay Kia East of Orlando and it was a hurricane relief and states that the dealership will cut you a check for $2000 for deductibles, house repairs, bills and whatever Im like ok cool gave the dealership a call and they told me I have to speak with a manager I said ok cool set me up a appointment I didnt go to the appointment 10/17/24 because I received a video message from the manager and I gave him a call and ask him what was the requirements to receive the $2000 check and he was like oh no you have to buy a car and youll get a rebate check for $200 and Im telling him in the email it states something totally different and he was getting ***** so I told him to cancel the appointment because youre basically scamming people that was impacted by hurricane ****** to run people credit and thats messed up

  Business response

  10/24/2024

  This special offer applies to new vehicle purchase and offers cannot be combined.  Any additional questions please contact General Sales Manager ***** at ************ option 0

  Customer response

  10/24/2024

   
  Complaint: 22444603
  
  I am rejecting this response because: The business is taking advantage of customers and it doesnt state that the offer is for purchasing a new vehicle this offer states that the dealership will cut a check for $2000 dollars now they basically gaslighting the evidences I provided and screenshot I showed stating you can use the money for bills or etc nothing about purchasing a vehicle in this offer 
  
  Sincerely,
  
  ****** *****

  Business response

  11/08/2024

  Outgoing email included disclaimer which stated promotion details.

  Customer response

  11/21/2024

  I did reply to the messages i hav got and rejected the last one with the business because I said they are lying and dont wanna commit to the promise they made I been waiting on a response 

  Customer response

  12/03/2024

  I did reply to the messages i hav got and rejected the last one with the business because I said they are lying and dont wanna commit to the promise they made I been waiting on a response 

  Business response

  12/13/2024

  This promotion has expired. As we have stated it was with purchase of new vehicle and email sent out to customers included disclaimer.

  Customer response

  12/16/2024

   
  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

  10/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 7 August 2024, I purchased a new 2024 Kia ***** LX from Greenway Kia East in Orlando, *******. I paid all Registration and Title fees. In the course of processing, the dealership promisedconsistent with my preferencethat they would request that a paper (vice electronic) title be issued. The Finance Manager was ***** ****. Having waited almost 8 weeks, and still not having received the title, I contacted Florida Highway Safety and Motor Vehicles to check on the status. Two different representatives of ****** confirmed that no paper title was ever requested by the dealership, resulting instead in the issuance of an electronic title. I was told that an additional fee would now be required to convert the electronic title to a paper title. To follow up, I called the dealershipon four separate occasionsand was assured multiple times that I would be receiving a call back. I have the dates, times, and duration of each call in the event that someone would like to review the recordings. Notwithstanding their promises to call back, the dealership never returned a single phone call or otherwise tried to contact me. This dealership failed to fulfill its commitment and, more importantly, is completely unresponsive. Having sold the car and been paid, they apparently have no interest in customer service.

  Business response

  10/18/2024

  Title paperwork was completed on 09/07/2024.  Dealership issues electronic titles, customer may request paper title through ***. Any additional questions please contact Finance Director ****** at

  ************ option 0

  Customer response

  10/18/2024

  In that case, dealership was not truthful when they specifically stated that they would request a paper title.  So much for being honest with customers!  Add that to the fact that they never returned a phone call, after promising me multiple times that they call back, and you can be assured that I will never purchase from this dealership again.  More complaints/reviews will follow.

  Customer response

  10/29/2024

  In that case, dealership was not truthful when they specifically stated that they would request a paper title.  So much for being honest with customers!  Add that to the fact that they never returned a phone call, after promising me multiple times that they call back, and you can be assured that I will never purchase from this dealership again.  More complaints/reviews will follow.

  Business response

  11/08/2024

  Finance Director has requested a paper title which will be mailed to customer.

  Customer response

  11/11/2024

  As a result of the initial/unsatisfactory response, I subsequently requested, paid for, and already received a paper title from FLHSMV.  This new response from the dealer should have been their first response.

  Customer response

  11/11/2024

   
  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,As a result of the initial/unsatisfactory response, I subsequently requested, paid for, and already received a paper title from FLHSMV.  This new response from the dealer should have been their first response.
  
  **** ******

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took car in for engine recall. They replaced the engine but did not plug in the horn. Refused to fix the horn. **** was left unplugged by the Kia ***********

  Business response

  10/15/2024

  We have reviewed engine replacement process with mechanic, horn is not disconnected during repair.  There is no refund owed to customer.  *********** has any additional questions, please contact Service Manager **** at ************ option 0

  Customer response

  10/25/2024

  Nonsense,  they broke the horn.  My horn worked when it came into the shop.   They are lying.   They just not want to fix it because its actually a big job.  The front end needs to be removed.  The horn has ALWAYS worked.   They simply didnt plug it back in after removing and replacing the engine.  

  Customer response

  10/29/2024

  Nonsense,  they broke the horn.  My horn worked when it came into the shop.   They are lying.   They just not want to fix it because its actually a big job.  The front end needs to be removed.  The horn has ALWAYS worked.   They simply didnt plug it back in after removing and replacing the engine.  

  Business response

  11/05/2024

  Service Manager **** has contacted customer. Unfortunately, she has not been able to reach him.  *********** could please return phone call so that we can further address concern.  

  Customer response

  11/07/2024

   
  Complaint: 22358015
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** ****

  Customer response

  11/07/2024

  11/07/2024

  Nobody from Greenway *** has contacted me.   This complaint is not closed and not settled in any way.  My horn on my *** **** has never been broken.  My horn worked before I took it to greenway ***.  I would like them to pay $225.   To cover the cost of fixing the horn.  
  mu mailing address is:

  1453 king court 

  winter springs, **

  32708

  phone: ************

  please send payment 

  Business response

  11/13/2024

  Please contact Service Manager **** so that we can further address concern.  ************ option 2

  Customer response

  11/13/2024

  I have already talked to the service manager with no result.  Please remit a check for $225.   The cost of repairing my horn that greenway *** broke.  
  *********** ****-

  1453 king court 

  **************, *******;

  32708

   

  Customer response

  11/14/2024

   
  Complaint: 22358015
  
  I am rejecting this response because:
  

  
  
  

  I have already talked to the service manager with no result.  Please remit a check for $225.   The cost of repairing my horn that greenway *** broke.  
  *********** ****-

  1453 king court 

  **************, *******;

  32708

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

  Business response

  11/18/2024

  Service Manager requires additional information in order to further address concern.  Please contact Service Manager or attach copy of invoice for review.

  Customer response

  11/19/2024

  You have the current invoice already.   Stop trying to avoid the BBB review.  The fact is is that I took my car in. They have the engine replaced. The horn worked perfectly fine. The horn is always work perfectly fine in that automobile and I would not lie about that. Why should I lie about my horn not working thats ridiculous. My horn worked perfectly, I took my car and replaced the engine but doing so you forgot to plug in the horn thats right you forgot to plug in the horn. I asked you to plug in the horn refused to plug the horn saying that you didnt unplug the horn, but you did because you did it when you had to redo the whole engine come on come on man , youre really gonna sit here and tell me that after taking out the engine that maybe you forgot to plug back in the horn or maybe you disconnected the horn by accident after pulling all those wires in the harness are you joking? Come on stop lying cop to it.  Please send $225 , the cost of plugging the horn back in.  
  thank you,

  *********** Hunt 

  1453 king court 

  winter springs, Fl

  32708 

   

  Customer response

  11/20/2024

   
  Complaint: 22358015
  
  I am rejecting this response because:

  You have the current invoice already.   Stop trying to avoid the BBB review.  The fact is is that I took my car in. They have the engine replaced. The horn worked perfectly fine. The horn is always work perfectly fine in that automobile and I would not lie about that. Why should I lie about my horn not working thats ridiculous. My horn worked perfectly, I took my car and replaced the engine but doing so you forgot to plug in the horn thats right you forgot to plug in the horn. I asked you to plug in the horn refused to plug the horn saying that you didnt unplug the horn, but you did because you did it when you had to redo the whole engine come on come on man , youre really gonna sit here and tell me that after taking out the engine that maybe you forgot to plug back in the horn or maybe you disconnected the horn by accident after pulling all those wires in the harness are you joking? Come on stop lying cop to it.  Please send $225 , the cost of plugging the horn back in.  
  thank you,
  
  *********** Hunt 
  
  1453 king court 
  
  winter springs, **
  
  32708 

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

  Business response

  12/03/2024

  Service Manager requires additional information in order to further address concern.  Please contact Service Manager or attach copy of invoice for review.

  Customer response

  12/03/2024

   
  Complaint: 22358015
  
  I am rejecting this response because:
  The service manager needs no more information than they already they failed to plug in the horn after they remove the front end and installed the engine. It just needed Its a simple as that please remit a check for $250 to settle this complaint please mail to *********** **** *****************************************************************************
  Sincerely,
  
  *********** ****

  Business response

  12/18/2024

  We are not able to address further without proof of payment from customer.

  Customer response

  01/02/2025

  Attachments on your website could not be made.  This complaint is NOT resolved and the company is has treated this in an unreasonable way.  By using the BBB to litigate and drag this co plant out in hopes I will forget.  They broke the horn in my car.   They owe me money.   They will not admit they broke the horn.  The horn was working when I brought the car to them for repair.   Its a simple mistake and I will never purchase a *** again.   Please send $230 dollars to *********** Hunt 

  1453 *************************, Fl 32708

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke with ***** ******** who lied to me just to try to get my business. I explained to her all of the details of the loan approval that I had, to confirm if they worked with this particular lender. She told me she was going to check to confirm, and she then told me that she confirmed that they do work with this lender. I told her that I did not want my credit pulled until I was sure we could move forward. They pulled my credit, then told me that they no longer with this particular bank. They wasted several hours of my time, lied to me, wasted my afternoon, and unecessarily pulled my credit, although I was very clear and spent a lot of time letting her know that I did not want my credit pulled unless they could work with the lender I was approved with. They need to update my credit report and remove this inquiry immediately because they did not have my authorization unless they could work with this particular lender which they lied to me about in order to get my credit application through bait and switch and illegal lying.

  Business response

  10/15/2024

  Mrs. ****** completed online credit application, and authorized credit review.  Unfortunately, we were not able to secure approval.  ************** has any questions, please contact General Sales Manager ***** at ************ option 0

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/12 I went to greenway *** to service my car upon return for my car after it was finishing servicing. A salesperson came out to speak with me asking me if *** *** is mine I told him yes, he proceeds to tell me that they no long making the *** *** and also parts for it. He told they had deal going for trading car. ask him what the value of my car was, and I did get a direct answer. The car that trading mine for was 2025 *** Seltos . I told him please allow my payment to be the same as the *** *** I can manger only 500 dollars a month for car payment. After sit down for more than three hours when I finally went into accountant to do final paperwork, I was only given document to sign not much explain more, I will pay 764 for first payment and then after the payment should be lower and was given a Thum drive with all the information on there when I came home and look on the information the original cost of the car that was told to was 27 thousand but I will be paying over 40 thousand dollars for car , I went back to the dealership and they told me the ** would reach out to me I call more 8 time to speak with the ** and wasn't able to I just need back my *** *** am not able to pay 764 each month. All am getting is transferring someone will reach out me and no one want to speak with me I had to use a coworker phone to call because they wouldn't take my call.

  Business response

  10/07/2024

  Finance Director Hicham has scheduled appointment with Mrs. Holt in order to address concern.  

*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. ↩