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:11/26/2024

  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.

  In july i took my car to kia due to engine light an car spudding i took it to kia they let me know the gaskets had a leak and the spark plugs needed to replaced as well now in november had to take my car back it needed spark plugs again next couple of days my car was having the same issue they took my car in and said i needed a spark plug replaced it had a crack three days later car had same problem now they saying i need a motor i have to pay for it when we should of replaced the motor in the first place car was already cusomuning to much oil i shouldnt have to pay for this after all the money i spent

  Business Response

  Date: 12/23/2024

  To Whom it may Concern, 
  
      Mrs **** has brought her vehicle in to have it repaired and we have the car currently. We have attempted to get Kia to assist with this repair, the customer does have the special coverage on the vehicle but she doesn't qualify for it due to the engine not having the P1326 code to allow us to proceed. Please see the attached request to get the engine covered under her warranty. The vehicle does have an internal issue with number 4  cylinder that is causing it to foul out the spark plug, we did address the attempt to get this repaired, but she has been advised the engine is needing to be replaced and its a customer pay engine. We did replace the injector and the plugs, but the engine has failed. I would offer her an opportunity to purchase an engine and we would put it in at a discounted rate.
  
  
  Tracy Dinning
  Service Director
  Bill Byrd Kia
  2435 East 15th ST.
  Panama City, Fl. 32504
  Cell 470-222-1557
  Office 850-872-0444

  Customer Answer

  Date: 12/30/2024

  
  Complaint: 22603943
  
  I am rejecting this response because: I been trusting my car going to the dealer before I spent over 2,000 dollars already replacing gaskets and spark plugs and fuel injector some one should of known before I needed a motor before I replaced all that I’m just a  woman I don’t know I thought once the gaskets got replaced everything was good just to run into to more problems it’s not fair I have to keep kic**** out my money when the problem should of been solved from the jump a real experienced tech should have known motor was going out before it started replacing unnecessary things
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 02/10/2025

  Unfortunately, according to the previous reply we cannot come to a mutual agreement, the customer reached out to Tracy Dinning, Bill Byrd Kia Service Manager personally on his cell phone and he explained to her Kia isn't covering the engine. He has asked for leniency for this concern from Kia, but she has picked up the car from this location as of today 12/30/2024. He offered her the same thing he explained to this claim, He was willing to assist with installation labor if the customer were to get the engine. The vehicle does have the special coverage, but the vehicle doesn't qualify due to the engine failing under other circumstances not related to the Special Coverage. 
  We Regret we cannot come to an amicable agreement with the customer. 
  
  
  Angela Kaspar,
  Bill Byrd Kia

   

  Customer Answer

  Date: 02/18/2025

  
  Complaint: 22603943
  
  I am rejecting this response because:
  They never informed of any of the charges or what really was the problem with my car I have Tracy on recording saying they was never done with the full diagnostics on my car when I picked the car up the mechanic never put the spark plug bolts back on the car and all that was wrong with the car was the spark plugs I shouldn’t have to spent my money on bad parts they put on the car 
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on november 1st went and got oil change done thou kia by jan 2nd after 3000 miles there was no oil in the engine and it started to smoke so i got it towed to kia they said i had an oil leak and valve pressure leak and now wants me to replace engines as well.when i bought the car the sales man said the 3702 miles that was on there from there for my 100 thousand miles warranty starts and now they saying that the mile that was on there before is added to the warranty so we went to talk to stephanie the manager ask her where the oil leak was their mechanic didn't know he wasn't the one that work on it cause they keep changing employees so we has for corporate number and in touch with a girl name alice she said that kia business is not a corporate business that it privately own when we called stephane back to ask her we was just put on hold we tried 4 times and got tired of being on hold and not being talk to all we want is for them to tell the truth and fix the car im a mother of 4 kids and about to lose my job cause i have no vehicle we ask if we can get a rental until this is taken care of and they said it wasn't their problem

  Business Response

  Date: 01/23/2024

  Ms. ***** had her 2015 Sedona towed into Bill Byrd KIA, January 2, 2024, stating the vehicle was overheating and low oil.   The visit prior to 1/2/24 (132,434 miles) was 11/1/2023 (128,473 miles) for an oil change.  The vehicle went 3,961 miles.   On 1/2/24, the vehicle was found to have a valve cover gasket leaking, as well as the oil pressure sending unit leaking.  Both leaks caused the engine to overheat, therefore needing to be replaced.
   Once the vehicle reached 100,000 miles, her extended warranty expired.  She was under the impression that the 100,000 miles would be an addition to the 37,073 miles when she purchased the Sedona on December 18, 2018.  However, she was misunderstood, and the warranty expired at 100,000 miles.
  Ms. ***** does not service her Sedona with synthetic oil.  She has been using a synthetic blend.  According to KIA specifications, the oil should be changed every 3,500 miles and that is not the case with this customer.  The customer goes, at earliest, every 6,000 miles. 
  The engine replacement is due to customer negligence and not the fault of Bill Byrd KIA.  KIA is aware of this customer as well as having all of her service records.  Ms. ***** also spoke of having an attorney and therefore conversation with us has been ceased.
  

   

  Stephanie Ramburg
  Service Manager
  Bill Byrd Kia

   

• Initial Complaint

  Date:09/13/2023

  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.

  August 26th my engine light started flashing and the engine started to knock on the highway so we had to pull over in 90 something degree weather with our 3 year old.We got Mary on the phone to which she acts sympathetic but says service has gone home til Monday and she will leave a note for them to call us on Monday when they get in. Monday comes and no call so I call and I am met with VERY RUDE customer service from Allen in service telling me it will be 1-3 weeks til they can even look at my car and how other people go without cars and its life. My mother called back and talked to Mary who apologizes and offers the solution to call Allen’s boss at home to see if my car can be seen. They tell me that day August 28th to have it towed which I did. I was told Id receive a call to inform me of everything and that my car was being seen well that was a lie. He called me the next day stating my car sounded like it was the engine but they haven’t checked it out yet but he printed the ticket. We waited and received no call so I tried to reach out to Mary and was told she was busy and would call me back SHE NEVER CALLED ME AGAIN. So for days we were given the run around until we got in touch with the service manager which was August 31st who then told us that a technicia needs to look at it to determine if the part is covered under warranty and then we can get a loaner and she told us it would be a week or a week and a half at most and it has been almost 2 weeks since we were told that and over 2 weeks since they have had my car. She told me to call kia consumer to see about rental help and they informed me they don’t do rentals but reimbursements on rentals and so I got a rental im paying for out of pocket. I feel as if the situation is retaliation for calling and complaining about Allen especially since I was told I wouldn’t have to deal with him anymore and he’s all that I had to deal with since.. We were only told what we wanted to hear and its sad.

  Customer Answer

  Date: 09/27/2023

  I have heard from Bill Byrd Kia and they are fixing my issue and have put me in a loaner rental as requested.

  Business Response

  Date: 09/27/2023

  Stephanie our Service Manager has been speaking with the registered owner of the vehicle since Wednesday, September 13,2023.  Further arrangements were made with him in regard to this matter.  Any further concerns please have the owner contact us.  

  Thank you, 

  Sharon Bevis 

  Comp Controller / Office Manager 

   

  
  

• Initial Complaint

  Date:04/24/2023

  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.

  On November 9, 2022 I purchased a brand-new Kia Telluride from Bill Byrd Kia. The dealership included a tow hitch in the deal. I returned to the dealership the following week to have it placed on the vehicle. They removed part of the bumper and put the hitch on. When I went to pick the vehicle up, I noticed that the wiring harness for the hitch and the bumper where not there. I questioned them about it and they told me that because the vehicle was new that they didn't have the harness and bumper replacement in stock yet. So as time goes on, I call them about every 2-3 weeks. It's been 5 months now and I had to return to the dealership for a recall on my car and still nothing about my harness and bumper. I want and need them to finish the job so I can tow my boat. I told them this from the beginning. My patents is wearing thin and this is no way to treat a customer.

  Business Response

  Date: 05/23/2023

  I am very sorry that it is taking so long to get the parts to finish this job.  This is a manufacturing issue and we are in constant contact with Kia Motors to get these parts.  As soon as they come in, we will contact Mrs. ********* immediately and get the job finished.  I would like to offer the customer a free oil change as a courtesy and again, we are very sorry.  When she comes to get her free oil change, she needs to tell the Service Advisor that it is free per Sharon *****. 

   

  Thank You,

  Sharon *****

  Customer Answer

  Date: 05/27/2023

  
  Complaint: 19969796
  
  I am rejecting this response because:

  My question to you is, what do you call a reasonable amount of time? When I was sold my Telluride I told the salesman how important that it was that I have a tow hitch, because my husband and I go camping and we require the tow hitch for our boat. Because of Bill Byrd Kia's failure to uphold their end of the bargain. We have been unable to enjoy our family vacations with our boat for the past six months since the purchase of our Telluride. I fail to see how Bill Byrd Kia's service department cannot provide a solution to this simple problem. I could understand if it where some complex part that required major manufacturing but it's a simple wiring harness that could be purchased from a third-party at nearly any auto parts store in the country. In fact, as long as it doesn't void my warranty, I would be willing to accept a third-party part. I'm left wondering, for such a simple problem how much more time do you need? And why wasn't I told about the problem before the purchase?
  
  Sincerely,
  
  ******** *********