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:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:09/17/2024

  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.

  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

  Date: 10/07/2024

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

• Initial Complaint

  Date:09/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 8, 2024, my vehicle was towed to Greenway Kia East for a diagnostic evaluation due to the engine failing to start insidiously. In May 2024, my claim for an engine replacement under warranty was denied, with the reasoning provided that a missed oil change in 2021 was the cause of the engine failure. This conclusion is unacceptable and, as I have discovered through a second opinion from an authorized mechanic, fundamentally flawed.The second opinion I obtained confirms that a missed oil change from 3 years ago would not be the direct cause of the current engine failure. This raises serious concerns about the accuracy and fairness of the warranty denial process I experienced. In light of this new evidence and to avoid further escalation, I am requesting, one final time, that ****************** replace the engine in my 2020 Kia ******** as an act of goodwill. This resolution would not only rectify the situation but also restore my faith in the ******** is a very unfortunate situation being that it took SEVERAL MONTHS for *** to come to their final decision, a lot of unnecessary waiting and being misled by the service manager, **** ******. She has been nasty to me via two phone correspondence throughout this ordeal.I mailed 2 certified letters to Greenway Kia East (both addressed to **** ****** the service manager and the General Manager) and have yet to receive a response. The certifed mail confirmed that an individual signed for both letters on September 3rd. In my letters, I stated that if this issue was not resolved to my satisfaction within 5 business days of receiving the letter, I would be compelled to take legal action. In addition to that, I am formally submitting complaints to the state Attorney General, *********************************, and the ************************. I would like for my engine to be replaced under goodwill due to the MAJOR inconvenience with this situation and also because my vehicle is still covered under warranty.

  Business Response

  Date: 10/07/2024

  The engine replacement under warranty was declined by Kia USA. Our dealership is not able to perform warranty repairs without approval/ authorization.

• Initial Complaint

  Date:09/08/2024

  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.

  Subject: Defective Pirelli Tire on 2025 *** K5 - No Assistance from *** or ******* I leased a 2025 *** K5 from @***Greenway in Orlando East on 06/09/2024 . While on a trip to *******************, I noticed a significant bulge on one of the @PirelliUSA tires, which seriously compromises the safety of the vehicle. Since I was away from home, I visited the closest *** *********** which was @****************** my disappointment, they told me that the issue is my responsibility, and @***USA would not be taking any action to resolve this. Im extremely frustrated with the lack of customer support from both ******* and *********** regarding what is clearly a safety concern.This is a critical issue that puts my safety and that of others on the road at risk. Its unacceptable for brands like *** and ******* to ignore such a problem. I expect both @***USA and @PirelliUSA to take immediate responsibility by replacing the defective tire and ensuring this does not happen again.I will be sharing this experience on multiple platforms to warn other potential customers about the lack of support for safety-related issues. I hope to receive a prompt and fair resolution.

  Business Response

  Date: 10/14/2024

  Customer concern has been addressed.  Tire was ordered, currently waiting for it to arrive. Any additional questions please contact GSM ***** at ************ option (0)

• Initial Complaint

  Date:07/09/2024

  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 used vehicle from this dealership on 6-26-24. I was promised a fully functioning vehicle and asked multiple times for carfax or documentation and was told the system was down and they assured me the vehicle was going to last. Less than 10 days later the engine failed and the dealership has not responding to my request for assistance and follow up. The dealership and salesman have refused to return my calls or offer any assistance or resolution. They took my money, sold me a lemon and refuse to help.

  Business Response

  Date: 07/25/2024

  We have been unable to reach *************** by phone.  Please contact General Manager *******, in order to further address your concern, at ************ option 0

• Initial Complaint

  Date:06/26/2024

  Type:Sales and Advertising 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 been patient with this business, and after reading the other complaints, I have now regretted purchasing a vehicle through this company. I bought a 2024 ************* on 06/10/2024, and it is now 06/26/2024. The loan on the car I have traded in has yet to be satisfied. I have called numerous times and just got transferred around. No one likes to answer the phone in the finance department to provide updates on the status of paying off the vehicle they have in their possession. According to the FLHSMV, the dealer has 10 days to pay off the balance on the trade, or I can reach out for a civil lawsuit. I don't want to do that, but I will if I have to. I want them to pay off the balance on my old vehicle, which is still my responsibility. I also purchased an extended warranty through them, and the account # provided is not pulling up anything when I try to register myself on the website of Assurant. The finance manager is telling me they are having system issues, and it's not just affecting their dealership but also other dealerships. I have been researching and see that the dealership doesn't want to pay off the trade vehicle until they have received the money for the new loan. I have enrolled online with the new loan company chosen for me, and I see that the loan was processed on 06/12/2024, so I'm sure they have received the money on their end. I want this to end, and I will never step foot on this property unless I have to for service. It is a shame that I have to file a complaint on the BBB website to get an honest response from this dealership. I have paid a down payment of $5750.00. I say that to say this, my previous car, the *** 430I, should have been taken care of without this complaint.

  Business Response

  Date: 07/12/2024

  ****** has been sent to lienholder. We apologize for the inconvenience ****************** has incurred. Any additional questions please contact Finance Manager ****** at ************ option 0

  Customer Answer

  Date: 07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/04/2024

  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 did a trade in a kia ******** 2022 , he told me they gave me $28,000 and what I owe was $19,973 only so they supposed to credit to the new vehicle $8, ,027 to a new ******** 2024. I advice them that I make only $1000 from social security and they told me to make one payment of $857 and they will refinance later for $386 and then they told me they have to put me in another suv because they couldn't honor what they told me when they put me on that ***, so they told me to go back and they gave me another suv selto 2024 and they make to pay $1000 more when they know my financial situation from the beggining. I do not have any other income a d I have to pay the $2000 with a credit ***d. They lie to me from the beggining , they offered me something that they never honor, this situation make me to have more stress and my lupus condition to get worst. I was not expecting to put more money because I don't have but there was no option. If they put everything clear from the begging I will never do this deal , they took advantage of me because they know my financial situation and my health situation. I wish this does not happen to anybody else , this is my 4 kia *** they I bought.

  Business Response

  Date: 06/06/2024

  **************** agreed on the terms and purchased a vehicle.  This is a finalized deal.  If **************** has any questions please contact General Manager *******, at ************ option (0)

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21667177
  
  I am rejecting this response because: when I went there they knew my income was only $1131 from social a month and they told me to pay one initial  payment of $857 and they will refinance to pay $386 and they gave me a new Sportage, I went there and they told me later I have to get a cheaper car and they  make me pay $2000 more with the cheaper car I still pay more than what initial told me. I ever have to use a credit card to pay the $2000. The sales person ******************************* told me I have to call the kia ***** it's look they lie to the bank to close the deal. If I knew about this before I will never trade on my car. They lie to close the deals and I just find out from a lady that the do this to close sales.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/14/2024

  General Sales Manager ***** has spoken with **************** in order to further address and resolve his concern.  Any additional questions please contact GSM ***** at ************ option 0

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21667177
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************.     I rejecting their response. They lie to me , they told me I have to get a cheaper car, so I pick a cheaper car, they asked me for $2000 dollar more, ******************************* told me to call the bank and he told me to tell the bank that I have to return the car because my rent went up to $400 and they also told me I do not have any other car. Like I told them from the begining my income from social security is only $1100, and the put me on the first car I told them the amount I can pay is only around $300, I did not knew what they was trying to do was to return the car and now , I got a letter from kia ******* that I have to pay $24,000 plus what I have to pay for the new car .  now they also damage my credit with all this changes. I was trusting what ****** told me from the begining , when I saw the final numbers I told him I can not pay the $857 because my social security check is only for $1100. He told me font worry we do this all the time and we are going to re******* and you payment will be less than $400 because you credit is good. They lie to me all the time. Now I can't even sleep because how I am going to pay 2 cars , because what they did. My health is getting worst , I am a lupus patient for over 20 years

   Please help!

• Initial Complaint

  Date:04/22/2024

  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 am writing to formally lodge a complaint regarding my experience with Greenway Kia East. As a customer, I believe it is essential to bring to your attention the following matter: On March 30th, 2024, my wife and I visited the dealership to buy a car. Initially, we wanted a vehicle with a wireless carplay and charger. We looked at the *** *** but it was a little too expensive for us. Then, the salesman told us about the ************ which wasnt available at the store then but had all the features we wanted, except for paddle shifters and a lower engine capacity. After negotiating the price, we paid the initial amount and had us sign all the documents (we still didnt see the car at this point). They brought the car to the store at about 9:30 pm, and it had been 4 hours since we first visited. Since it was pretty late, I didnt check the features and came home with the car. The following day, I realized that the car didnt have any features promised, so I called the salesman, and he asked me to visit the car on Monday.On Monday, April 1st, I took the car to the *** store. The manager said I could use that car for two months and bring it back, and they would get me a model with the features I wanted at no additional cost to me. I was in touch with the salesman as I was unhappy with this car. On the 21st of April, I was asked to get the car to the store, and they had a car that could be swapped with the current one. Surprisingly, I was told at the showroom that I could swap the car only after I paid two months' installments. Why would I pay 2 months of installment for the car which I did not want?I trust that you, as a representative of ***'s customer service department or management, will treat this matter with the utmost seriousness and urgency it deserves. Thank you for your attention to this matter. I look forward to a swift and satisfactory resolution.

  Customer Answer

  Date: 05/07/2024

  I tried to reach their general manager through the receptionist and website. The receptionist took my complaint and said she will pass on the note to the *** He has not cared to respond. Never experienced such a bad service. 

  Business Response

  Date: 05/10/2024

  Mr. ***** wanted to be at a lower price range from the ** which is the **-Line.  The **-Line is equipped with CarPlay and Android Auto just like the ** but does not include wireless phone charging found in the **.  However, the **-line does have phone charging capabilities via USB charging port, USB media port and 12v outlet. This vehicle was purchased, and the transaction is finalized.  If **************** has any additional questions, please contact General Manager ******* at ************ option (0)

  Customer Answer

  Date: 05/10/2024

  I do not agree which the response. I was told that the  GT and GTLIne have similar features  except for the engine and pedal shift. I had specifically told the sales person that I need a wireless charger and wireless carplay and he told me its there (please check with your sales person). 

  They even agreed to have sold the base version of the GTLine and agreed to replace the car after 2 months with no cost to me. I have all the text messages saved.     

  I tried calling the General Manager and have left a message to call me back. 

  Customer Answer

  Date: 05/11/2024

  I tried contacting the General Manager and for some reason he was not available. I have kept a note with the receptionist. I would expect them to call me on **********

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21611869
  
  I am rejecting this response because: 

  The car salesman presented me with a vehicle that boasted all the advertised features. I was assured that the car I would receive would include all amenities except for the engine type and pedal shift. Specifically, I had inquired about the availability of a wireless charger and wireless CarPlay, and was assured they were included in the car I was supposed to receive.
  Upon returning the next day to the dealership and expressing my disappointment at the absence of these features in the received car, the salesman acknowledged the error and apologized for providing me with a lower-tier model. He pledged to rectify the situation by replacing the vehicle within two months at no additional cost to me. I possess documented evidence of this commitment through text messages exchanged with the salesman.
  Despite multiple attempts, I have been unable to reach the General Manager (GM) directly. Each time I call, the secretary or receptionist assures me of a return call that has yet to materialize.
  Kia Greenway East's failure to deliver the promised vehicle specifications constitutes deceptive conduct, and I insist on receiving a replacement at no expense to myself.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2nd 2024 I paid Greenway Kia East $1,000 to hold a vehicle for me while I was waiting for a settlement. The settlement took longer than expected and sales associate ******* told me they may need to pull out of the deal. I told them I understand and they could reverse my payment. He said he would take care of it then proceeded to ignore my calls and texts.

  Business Response

  Date: 04/01/2024

  Customer has been issued a refund. We apologize for the inconvenience, any additional questions, please contact General Manager ******* at ************ option (0)

  Customer Answer

  Date: 04/01/2024

   
  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.
  I received a check in the mail for the amount I previously paid.

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

• Initial Complaint

  Date:02/08/2024

  Type:Order 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 2022 *** ******* plug-in hybrid at Greenway Kia East Orlando, ******* on 10/02/2023. Thanks to my close customer, she referred me to *** at ********************** *** because she told me they were honest and helpful. So I decided to go there and intended to buy a car. I had no problem with my salesperson until I sealed the deal with a financial director named *****. I put 8000$ down for the car, the salesman estimated my monthly payment was around 680$ per month. That night, It was kind of late when I went to the room and he didn't seem to try to up sale me or anything. I trusted him, and these are the things he said: If I choose to go with PNC loan, they would give me 10 years extended warranty which I found out later they charge me 3672$. I also agreed about the *** insurance, cost ****. He didn't mention anything about appearance protection which later I found out I was charged 1829$ for that. As I mention, based on trust worthy referral and situation, I agreed on the deal and signed. Paperwork that he gave me didn't include the Itemization of amount financed sheet, I didn't know if it was on purpose. All I know was the price of the car 40995$, I made down payment 8000$, Gap ****$ and financing amount.( appear on paperwork)Weeks later I got email from PNC Bank about my payment and made my first payment. I called to check on the bank about all the details amount that was charged because I didn't have them. I found out about the 1. Appearance protection, 2. Service contract that I had NO idea of. I called them several time to ask, they gave me no information but kept asking about my information and told me to come in. It was really time consuming when I have to work and take care of my baby. I came in 3 times, I finally found out that I could cancel the Extended warranty(service contract is what they say on paper) and ***. I wanted to remove the appearance protection too, but they said that amount is fixed, which I have never told about. I filled out a paper to cancel them on Dec 2. ***** agreed to do, and gave me a detailed Itemization of amount financed sheet. Today I checked with PNC, they only returned ****$ *** insurance. Seems like I have written too many words. But all in all, this is a horrible experience buying a car for me. Thank you!

  Business Response

  Date: 02/16/2024

  Finance Director ****** is assisting ************* with cancellation process.  Any additional questions please contact F&I Director.