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:03/23/2025

  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 want to formally report a serious issue regarding the handling of my vehicle at the Kia ********** *************** My car was initially expected to be serviced for only two days, but it ended up being in the service center for two weeks, with no communication or updates from the team during that time. I had to repeatedly reach out myself just to get any information. When I finally did, I was told the issue was the catalytic converter and was quoted $8,288.11 for an engine replacement. However, it quickly became clear that the actual problem was with the engine, not the catalytic converter, and it appears the service center was attempting to push for an engine replacement without fully acknowledging or diagnosing the true issue. Seeking a professional opinion from another automotive shop, I learned that the real problem was not the catalytic converter but an engine misfiresomething the Kia ********** ************** completely overlooked.I was also charged $212 for the diagnosis at **** yet I received poor communication and inaccurate information. What is even more concerning is that I have a powertrain warranty, yet no one at the service center mentioned it or attempted to use it to cover the necessary repairs. This level of negligence and lack of transparency suggests a deliberate attempt to overcharge me for unnecessary repairs.Additionally, I had considerable difficulty contacting the service representative to make the payment for the diagnosis so I could retrieve my vehicle. I had to make several attempts to reach him, which caused further delays in getting my vehicle back.I want this matter fully investigated and expect a response on how the *** ********** ************** intends to address these issues.

  

  Business Response

  Date: 03/24/2025

  Good morning after taking some time to review the claim and talk to all parties involved at the dealership and service department, we have determined that the vehicle came to the Sons KIA Service Facility on 3/1/2025 for a recall and the vehicle running rough and turning off while driving. After completing diagnosis on the vehicle,it was determined that the vehicles catalytic converter is clogged and needs to be replaced. As the vehicle does have the 10yr 100,000-mile powertrain warranty in place, *** does not view the Catalytic Converter as part of the powertrain, as does no other automotive manufacture. The Catalytic Converter is part of the emissions system on the vehicle, not the powertrain. Unfortunately, the emissions warranty on the vehicle is only 8yr ****** miles. When the vehicle arrived to us on 3/1/2025 the vehicle had ****** miles thus outside of the Federal Emissions warranty on the vehicle.
  When the vehicle fault memory was pulled on 3/1/2025 there were no fault codes present in the vehicle pertaining to any misfires.After preforming multiple tests, and test drive attempts, we were able to set misfire faults within the vehicle, it was determined that the misfires were a consequence of the clogged catalytic converter itself. This is why the estimate was to replace the catalytic converter. Not the engine as mentioned in the complaint. The price provided to the replace the catalytic converter was an accurate price based off our sourcing of a new catalytic converter through the *** parts department.
  Further in the complaint it refers to wanting reimbursement for replacing the catalytic converter, the diagnosis charge and tow bill. This shop Sons KIA advised you that the vehicle needs a Catalytic converter, you declined that work here and took the vehicle elsewhere to have the repair that we recommended completed. We will not be participating in any form of reimbursement at this time. 

  Customer Answer

  Date: 03/25/2025

  Dear BBB Representative,
  
  
  I appreciate ***s response regarding my complaint. However, I would like to clarify a few key concerns that remain unresolved.
  
  
  When I brought my vehicle to *** on March 1, 2025, I was initially told that I would receive information about the diagnosis by Tuesday, March 4. However, I did not receive any updates. No one called me or provided any information. I had to continuously call for two weeks before finally getting a response about what was wrong with my vehicle. The lack of communication was extremely frustrating and unprofessional.
  
  
  Additionally, throughout this process, the staff was very rude and unprofessional. They did not seem to care about my concerns or the inconvenience I was experiencing. Instead of providing helpful customer service, I was met with dismissive attitudes and poor communication, making the situation even more stressful.
  
  
  Once I was finally informed, I was told by ******** in the service department that replacing the catalytic converter would resolve all the issues my vehicle was experiencing, including running rough and shutting off while driving. I trusted ***s diagnosis and proceeded accordingly.
  
  
  Additionally, Prince, a salesperson at ***, expressed that the quoted price for the catalytic converter did not sound correct. He even referred me to a muffler shop that *** employees frequently deal with, which offered a significantly lower price than what *** was charging. Due to financial constraints, I took the vehicle to this recommended shop and had the catalytic converter replaced based on ***s diagnosis.
  
  
  Despite completing the recommended repair, my vehicle is still experiencing the same issues, which raises serious concerns about the accuracy of ***s diagnosis. This leads me to believe that the problem may be related to the engine, not just the catalytic converter. I have never heard of a clogged catalytic converter causing a vehicle to shut off completely while driving, as mine does. Furthermore, I have never had any issues passing emissions, which further raises doubts about whether the catalytic converter was truly the cause of the problem.
  
  
  In rebuttal to ***s response, you claim there were no misfire codes present in the vehicles memory. However, after a test drive was performed by your dealership, misfires were detected. Those misfires were interpreted as a catalytic converter issue. Typically, misfires are indicative of an engine problem. I am simply challenging the diagnosis of my vehicle. My vehicle was clearly misdiagnosed, and I deserve an opportunity for quality service recovery instead of being mistreated, overlooked, and misled.
  
  
  When I called *** back to inform them that I was still having the same issue, ******** stated that he would look at my vehicle again at no charge. However, getting my car back to the dealership would be a challenge for me at this time, as it would require a tow, which is an added financial burden. The risk of attempting to drive it there in its current condition is also concerning.
  
  
  In addition to addressing my vehicles misdiagnosis, I am requesting further investigation into the pricing of the catalytic converter for my vehicle, the overall customer service at this location, and the way they treat their clients. I also request an investigation into the service department staff and their handling of customer concerns.
  
  
  Given these circumstances, I believe *** misdiagnosed the issue, which led me to spend money on a repair that did not fix the actual problem. At the very least, *** should take responsibility for re-evaluating the vehicles true issue, as I followed their professional recommendation in good faith.
  
  
  I would appreciate further review of this matter and a fair resolution.
  
  
  Sincerely,
  KeAyoinna ********
  
  

  

  Business Response

  Date: 03/25/2025

  Thank you for taking the time to review our response and respond back. We are more than willing to take another look at your vehicle, and I am willing to cover the tow of the vehicle back into the shop to ensure you don't experience any additional charges getting the vehicle here. Once here we will re-diagnose the vehicle,should there be a failure present that is covered under the current powertrain warranty then we will proceed with the needed repair under said warranty. 
  We are more than willing to provide the part number and pricing for the Catalytic converter that you were quoted. I agree the price for the component is surprisingly high but unfortunately that is the dealer pricing on the part.
  A clogged catalytic converter can cause a vehicle to shut down or stall while driving, A clogged or restricted Catalytic converter can cause excessive back pressure in the exhaust system, leading to reduced power, poor fuel economy and stalling of vehicle.
  We would like this to come to an amicable resolution between both parties, we are willing to tow the vehicle back into the service center. Diagnose the vehicle for the current rough running issue, verify if the needed repair is covered under the vehicles,current and active 10yr ******* mile powertrain warranty. If it is covered fantastic *** will take care of whats needed. Should it not be covered, we can discuss and come to a resolution that works for both parties involved. 

  Customer Answer

  Date: 03/31/2025

  Thank you for your willingness to re-evaluate my vehicle and cover the towing costs. I appreciate the opportunity to have it re-diagnosed and to confirm whether the issue falls under the 10-year/100,000-mile powertrain warranty.
  
  
  Please proceed with arranging the tow, and let me know the next steps, including scheduling and any paperwork required. Additionally, I would like to receive the part number and pricing details for the catalytic converter as mentioned.
  
  
  I look forward to working toward a resolution and appreciate your assistance.
  
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23104124
  
  I am rejecting this response because: Thank you for your willingness to re-evaluate my vehicle and cover the towing costs. I appreciate the opportunity to have it re-diagnosed and to confirm whether the issue falls under the 10-year/100,000-mile powertrain warranty.
  
  
  Please proceed with arranging the tow, and let me know the next steps, including scheduling and any paperwork required. Additionally, I would like to receive the part number and pricing details for the catalytic converter as mentioned.
  
  
  I look forward to working toward a resolution and appreciate your assistance.
  
  Sincerely,
  
  Keayoinna ********

  

  Business Response

  Date: 04/01/2025

  Thank you for the response, I will get the requested parts information over to you. And I will have Ebony the Service Manager reach out to set up towing the vehicle back in so we can take an additional look at the car. Thank you. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23104124
  
  I am rejecting this response because:

  
  This is a follow-up to my original complaint and ***s most recent response stating that they would tow my vehicle at no cost. On Wednesday, my vehicle was picked up by Tick Tock Tow Truck, and I received confirmation that it had been checked in at the dealership. The following day, I contacted the service department to confirm when I might receive an update and was told that I should expect one by Monday.
  
  
  By Friday, I received a call from a representative I believe is named Kamir. After the new diagnosis, he informed me, ********** your car is readywe found nothing wrong. This was immediately concerning to me because I had clearly explained that the vehicle was cutting off while driving. When I asked for clarification, Kamir stated that he personally drove the vehicle up to 10 miles, and it did not cut off. He also said the car didnt sound unusual and actually sounded perfect to him. He acknowledged a few recommended maintenance items, like a tune-up, but assured me that none of them should cause the issue I described.
  
  
  Although I was uneasy about this conclusion, I had no choice but to rely on his professional judgment. I paid for a Lyft to get to the dealership after work and picked up my vehicle.
  
  
  While speaking with Kamir in person, he repeated that the car was functioning fine and again recommended a tune-up. I explained that I had already completed a recent tune-up using parts from ******** that matched the manufacturers specifications. He responded that it may be because the parts werent OEM, but also stated that this should not cause the car to cut off.
  
  
  He also recommended a 90,000-mile service, which had not been mentioned in the original diagnostic. When I asked why this wasnt brought up earlier, he explained that it includes maintenance related to the catalytic converter. However, he clearly stated that this service is not related to the car cutting off and they were still not able to identify what was causing that issue.
  
  
  What makes this situation even more upsetting is that during the very first diagnosis, I was told by *** that the catalytic converter was the reason my car was cutting off. Based on that information, I had the catalytic converter replaced, and I was told that would solve the issue. Now, after bringing the car back in for a second diagnosis, Ive been told the catalytic converter is in good conditionbut they still cant explain why the car is cutting off. This back-and-forth is extremely frustrating. First, they say one thing and then completely change it. As a customer, thats unacceptable.
  
  
  I drove the vehicle home, and unfortunately, during that short trip, it began to run roughly and cut off three separate timesexhibiting the same problem I initially brought it in for. When I got home and parked the car, I also noticed a burning smell coming from under the hood. That added to my concern, because I had just been told everything was fine. I called the dealership immediately but was sent to voicemail. I requested to speak directly with Kamir, and the service representative said she would have him call me back. Instead, I received a call from a supervisor named ****.
  
  
  I explained to **** that I had just picked up the car and was still experiencing the same issue. He began asking me questions I had already answered during previous visits, which was frustrating. He then told me that they would now need to do a deeper diagnostic, which left me confused. I had already paid $200 for a diagnostic, and this was the second time the vehicle had been brought in. Why would it now require a more in-depth diagnostic?
  
  
  This ongoing issue is taking a toll on me both emotionally and financially. I trusted *** because they are experts on their own vehicles. I expect them to take these concerns seriously and to get to the root of the problemespecially when it involves a safety issue like the car shutting off while driving.
  
  
  What concerns me the most is that I was told my car was in good condition and safe to drive, and yet it is still cutting off unexpectedly and now has a burning smell. I believe this is a very dangerous situationnot only for me and my family, but for other drivers on the road as well. I am extremely uncomfortable and afraid to keep driving a vehicle that could cut off at any time.
  
  
  I am a single mother with a young child. I rely on this vehicle every day to get my child to school, to extracurricular activities, to the grocery store, and to get myself to work. This isnt just a matter of conveniencethis is about safety, stability, and my ability to provide for my child. Every day this issue remains unresolved is another day Im forced to take unnecessary risks on the road. It has placed an enormous amount of stress on my household and has disrupted our lives in ways that no family should have to endure, especially after trusting professionals to handle the issue properly.
  
  
  I was also told the vehicle would be towed back on Saturday and that someone named Ebony would follow up with me. She never called, so I followed up myself. When I reached her, she had no idea what I was referring to. *** had to explain my situation repeatedly to different employees, despite there being documentation, service notes, and even an open BBB complaint.
  
  
  I am not a mechanicI rely on *********************** to be thorough and accurate. I simply want my vehicle to run properly. I want to be able to drive safely without worrying if the car is going to cut off in traffic. So far, Ive received inconsistent answers, repeated promises with no follow-through, and no clear explanation for the issue. At this point, I just want an honest and thorough resolution. This situation has gone on too long and continues to impact my life in very real ways.
  
  
  Sincerely,
  
  Keayoinna ********

• Initial Complaint

  Date:03/06/2025

  Type:Billing 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 was charged significantly more than the original estimate. The original quote estimate was $190 for diagnostics and $172.50 for the a/c recharge. My husband paid and brought home the receipt, and we were charged $533.38 (before the before card surcharge) instead of the $362.50 included in the estimate. That's over $170 more than the estimate. At no time did Sons contact me to say the price had changed. We were charged $289.43 instead of $172.50 for the a/c recharge. Also, we were charged $49.95 for shop supplies, and the estimate does not say anywhere that shop supplies are not included in the estimate. Charging me 47% more than the estimate and failing to include all charges in the estimate is not acceptable.

  

  Business Response

  Date: 03/07/2025

  looking over the paperwork, the customer was over charged versus what the estimate that was provided totaled. Customer will be refunded the difference. I have called the customer and left a voicemail for the customer to call me back so that we can arraigned the issue the refund in the customer preferred way check or credit card. 

• Initial Complaint

  Date:02/04/2025

  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.

  On January 29th without any warning my car shut off as I was driving to school going ********************************************************************************************************************** the vehicle panel lit up I sat for 10 seconds and powered the car back up abd it begins to run again but then there was a light knocking sound. I took it to pep boys who put my car on their machine only to tell me that the engine was going out and that *** has a history of having bad engines on certain models and timeframes and at a little over ****** miles there was no way I should have engine troubles so soon I am just learning about to lawsuit *** has had on some of its vehicles so I missed the dealine to apply for it. Now *** wants me to pull everytime I've had an oil change in an effort to not fix their faulty vehicle and find me at fault somehow but this is absolutely ridiculous I have only had the car for 4 years and now they are trying to charge me ****** dollars for an engine replace. My vehicle has already had a few recalls for faulty fuel lines on top of other things wrong with it I'm being told their is no powertrain warranty when I was under the impression all **** have a powertrain warranty I am without a car and now struggling to get to school and care for my two babies

  

  Business Response

  Date: 02/13/2025

  Good morning after reviewing all documents, Mrs. ******* brought the vehicle to Sons KIA on 1/29/2025 with the concern of: Customer states the check engine light is flashing and the vehicle is knocking, please check and advise. After looking over Mrs. ********* vehicle it was determined that the knocking noise heard was an internal failure to the engine. After reviewing the warranty information on the vehicle provided by *** the vehicle is outside of its main powertrain warranty that is provided by ***. This warranty is 5yr or ****** miles whichever comes first. The vehicle currently has ****** miles, thus over the mileage expiration. We have checked further to confirm that there are no active recalls related to the engine and there are no active warranty extensions on the engine provided by *** at this time. Due to this we at the dealer are left with very limited options, we can attempt to provide a discount on the repair to help the customer, but this will still require a large amount of money out of pocket from the customer.  Should the customer want the engine replaced in full and have *** cover the motor replacement then they will need to reach out to *** Customer Relations and start a case with them. We are customer advocates and will work with *** to get the engine replaced by supplying any requested information and documentation to assist in that approval process, but the owner of the vehicle must start the case. The number to *** Customer Relations: *************

  Customer Answer

  Date: 02/15/2025

   
  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. I will go forward with filing a complaint with the right department.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/24/2024

  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.

  I have been in contact with 4 different individuals from this company and no one can seem to be able to help me. I am requesting documentation that supports Sons Kia decision to only return $955 of the 1800 of an extended policy. It doesn't not align with my understanding of what is owed to me. As yo9u see in the email I'm trying to get an understanding of how they got to that amount. Once the documentation can be provided we can determine the remaining balance that is owed to me if any. Initial ****** ****** was supposed to cancel my extended warranty and my ************** Instead of doing both he only canceled the extended warranty. It took weeks to hear back and it wasn't until I call and requested a manager. At the time I requested a manager it was found that he had not yet submitted either and this supervisor pushed to get it done. Once receiving the check I had concerns about the amount and called and left ****** a voicemail after making several calls. I did get a response till I called the store and spoke with someone else who then had him reach back out, ****** then still no finishing the transaction then passed me off to ****** ******* who later also went ghost and never followed up on the email I sent. I then called back and spoke with someone whom's personal email was ***************** and promised to respond from office email. I later followed up yesterday and was told the general manger was on break and would call back. Of course no one called back. I'm not looking for anything other than what I'm owed. I'm requesting documentation that supports the amount refunded to me totaling $955 and change....

  

  Business Response

  Date: 01/08/2025

  I spoke with Ms. ***** and sent her the cancelation break down of her refund on the extended service contract and the ************** Original documents were sent to a misspelled email address. I corrected the email and sent to the correct address. Customer said that was all she was wanted. 

• Initial Complaint

  Date:12/07/2024

  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.

  Horrible customer service, ***** in parts and service is very rude, and came off as racistCant stand white people? (Really???) After trying to get a safety recall service completed, she would not give me the time of day, demanded I call corporate, if I didnt like that. They uncontestedly towed my vehicle, cost me $400 to recover it, due to their poor customer service and care. Very unethical business practices. Has cost me a lot of money,heartache, and headaches. Please investigate this. Thanks ??

  

  Business Response

  Date: 12/09/2024

  Spoke with customer and advised him that we would talk to our employee. We will be having an employee meeting concerning best customer service practices. 

• Initial Complaint

  Date:10/28/2024

  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 Sept 7th I had an appointment w/ ******* to sell my car for $22,000. In which I always sell my car 1st to make extra money before going to a dealer to buy. I called up the Sons Kia to see if the same salesperson I purchased my last *** 3yrs ago was still there (**********) & he was before I go to Carvana. I spk w/ ********** to let him know after I receive my check from Carvana I will be coming to purchase a new ***. ********** told me that I should come directly to *********** would match the price & give me a check for my old car K5 $22,000 price match; he guaranteed me a check! And clearly knew it was not a trade in. I was decieved and fooled by the sale person, who clearly I asked & confirmed 4xs! Before I drove over 60 miles 1 way to make my vehicle purchased. To make a long story short, I end of being at the dearlership 6 to 7 hrs after we already agreed on a deal with car. They end of giving me a truck in which I said not over 30k, the **** said $33k, the price end of changing to $38k, I left with a loaner truck bcz I assume they did not want me to drive my old car & put any miles on car I sold them. Came back again the following wk 9/12. To get my personal belongings out of my car they asked me to leave, but they just didnt want me to sell the car and make money, they wanted to steal it from me and not pay me for the deal they signed off on & agreed. Right now I want my $2200 they owe me from sell of my car they agree to pay the difference to me after my bank was pd 1st. They owe me $70 more for the $426.76 chk to pay the extra car note from the old note and $2200 left from $18,127 owed to pay off the K5. I have a written contract & text messages & emails from the ** **** Peromi that he GUARANTEE & gave me his word he will get me my check & late payment paid. Lastly, I am driving with an expired temp! I need my license plate asap! (10/22/24)/ Nobody has followed up yet. Oh there is more to this story but no more room. The car was never prep. Plastic

  

  Business Response

  Date: 10/28/2024

  Miss ******** did trade in her vehicle with us but failed to give us a free and clear title. She had never went and paid the ad valorem tax on the car she traded. We explained to her that she must go to the tag office and pay her taxes, register the vehicle and then bring us a free and clear title. She knew exactly how much the ad valorem tax was owed. She asked that we go do this on her behalf and take the money to pay the taxes out of the money owed back to her for her perceived equity. We did process this for her. We then refunded her the difference. She has already received the refund. Her tag was also processed and will be mailed to her from her local tax office. There is nothing left that we owe Miss ********.  

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22478277
  
  I am rejecting this response because: This is NOT true! All I had to do was buy the car out & get the title in my name. This dealership held my car for 2 weeks before claiming I owe Advelorum taxes. I had never sold my car before and had this problem. 

  They took my car, gave me a brand new loaner truck without any official contract with NO TAG!!! Made me drive back up there the following week to officially sign for the deal. Said ABSOLUTELY nothing about taxes, until I gave them my car in which if I would went to ******* originally like I did before with my previous car. I would had my check for $22000 the SAME DAY and none of this would had happen. You guys a Sons are crooks, shady...you changed the price of car, you kept my car so I would come back & you close a deal. You guys are desperate and prey over women and if you guys wasn't so quick to steal my car you should of pointed that before WE signed the deal!!!! Not after the deal. It does not work like that. You should of just gave me my car back instead of forcing this deal like I must pay taxes after we cleared the deal. If you guys was not so shady you should of check everything out on the car like ******* did and we would not have thus problem. So please pay me money, you guys was not slick enough so you are trying to make me pay for your mistake! 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/05/2024

  We understand the customer's concerns and have addressed them to the best of our ability.  We are sorry she is not satisfied, but we have done everything we can to assist.

   

   

• Initial Complaint

  Date:10/21/2024

  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 have attempt to resolve this issue with sons Kia and they have done nothing to date. My vehicle was damaged in the care custody and control of their service department. I emailed the general manager and called and have yet to receive a response to my email or a call back. Below is the details of the email sent regarding the damage done to my vehicle. All I am asking is that Sons Kia make this right. Im reaching out because on July 6th of 2024 my vehicle was service in your service department and my vehicle chrome trimmer was damaged. I was not made aware of it my husband located the issue and we turned around and came back to the service department. At that time we were informed it was a recall and that they would submit the request. No problem! I have waited patiently on the back ordered part for my vehicle and here we are 90 days later no resolution. My issue with this is that my vehicle did not have this recall issue until I left it in the care custody and control of Sons KIA service ***** With that said Im of the opinion that you all are just not doing enough to make this issue you created for me right. I spoke with ebony this morning and she advised to just remove the chrome and ride around that way. I will not because again this is an issue your service **** created for me and that is not the answer to fixing the problem. I understand that *** has known issue with the trim however, my car did not have this issue until your service **** created it for me therefore, it is only fair that you all make this right.I appreciate your time and attention and it is my hope that you will address my concerns timely!

  

  Business Response

  Date: 10/22/2024

  Weatherstrip for the front passenger door has been on back order from ***. Checking for update with *** shows release date of 10/21/2024. As soon as the part arrives, we are going to reach out to the customer to let them know that the part has arrived.

• Initial Complaint

  Date:09/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 30-September ****** This complaint is for a 2023 Kia ***** advertised as a LXS on their website, but not the car I purchased which they said it was.Never got a carfax. Paid for $60 for it myself. After completing the test drive on the vehicle, I observed damage to the driver side mirror as well as damage to the rear bumper addressed these issues at the exact same time, and sales person assured me they would have the vehicle detailed prior to releasing it to me and would send the car over to have the damage buffed out. I informed them I would be back on 9/524 to pick up the car. This was agreed to no one could find the 2nd key. I called several times, was placed on hold and treated as if I was an issue. I transferred to service and the young lady admitted to me the car had never been in her department for anything. The sales person was then contacted several times and had agreed to and informed me that everything had been taken care for as the issues I addressed and the car was ready for pick up. Needless to say nothing had been done. Due to the time of day after 6:00 pm on a Thursday, nothing much could be offered no even a loaner car until the issues were addressed but I was offered a tank of gas without taking consideration of my schedule after telling them several times that my daughters in therapy and that day was the only day we could pick this car up. The car was filthy, seats stained, no floor mats, residue on the hood and shattered broken glass in the left rear door. Ive reached out several times via email and calling the sales person that promised this to me, I have gotten one response back asking to call and I did but no answer. There were no floor mats, it smells, the seats are filthy for this to have been a CPO vehicle this is ridiculous. Is there any recourse? If I could return this car, I would. I need a resolution to this please. Photos will be provided

  

  Business Response

  Date: 09/17/2024

  I spoke to Miss ***** and I am sending her another key and I am paying for her to have her car cleaned in the area in which she lives. She was very nice and stated she was happy with the resolution of the matter. 

• Initial Complaint

  Date:09/06/2024

  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 have made several attempts to address a major breakdown/engine cutting off on my ********************************************************** diagnosis from Sons Kia (who I purchased the vehicle from). For the past 6 months, my vehicle cuts off while in idle, at a stop light, or a stop sign. I mean, COMPLETLY CUTS OFF. Every time I take the car to Sons Kia service department they state "we cannot figure out why you are having this issues". Well, I don't know what the issue is either, however, I am not going to keep risking my car cutting off on 75S in traffic with my kids, because you cannot figure out what is wrong. After the car cutting off in the drop off lane at school, I drove straight to the dealer's service department. Upon my arrival I was sitting in the service lane (car in drive) and the engine cuts off. I immediately notified the advisor. Instead of them grabbing a technician to see what code shows; they moved my vehicle to a parking space, where it sat for 5 days untouched. I called multiple times for an update and was told that it had not been looked at by a technician. On the 6th day, the vehicle was inspected, and I received a call that they problem could not be duplicated. Basically, I wasted a week and 2 days of my life, missed work, was not offered a loaner; and to top it off, had to make numerous calls to them for updates instead of them calling me. I call it all BS and feel they are purposely ignoring the issue because they want to wait until the vehicle's warranty expires, so I am responsible for paying for an issue that has existed for over 6 months now. I regret even purchasing two vehicles from them. To add insult, I complained and asked to speak with the General Manager about the lack of communication and the continuous runaround, and he didn't call back either. They definitely do not care about their customers. Also, based off previous complaints, this same issue has occurred before.

  

  Business Response

  Date: 09/24/2024

  Dr. **** dropped the vehicle off at the dealership. She did state the vehicle s*** off in the lane of the dealership. The tech working on the vehicle tried to duplicate the issue, by letting the vehicle idle. The tech could not get the vehicle to duplicate the issue shutting off. Dr. **** came to the dealership and rode with the tech and we still could not duplicate the issue. The tech ran codes to see if any codes were stored. There were no codes stored. Dr. **** spoke with the General Manager, he assured her if the issue was to happen bring the vehicle to the dealership, where its noted in our records she had been here for the same issue. 

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22252082
  
  I am rejecting this response because although the service technician could not pull any codes from my vehicle, they did NOT run a full diagnostic on my car either.  Furthermore, my car sat in the service department for over 5 days untouched and no one called to provide an update. Lastly, the lack of communication and inconvenience is  unacceptable and unprofessional. I was advised by the ** that I would receive information regarding possibly trading my vehicle in and exploring newer model options, but have yet to receive anything. 

  Sincerely,
  
  Dr. ********* ****

  

  Business Response

  Date: 09/27/2024

  Dr. **** came by the dealership and rode with one of our Technicians and unfortunately we could not duplicate the issue. In order to diagnose the problem any further we must be able to duplicate the problem while in our possession. I spoke with her and would be willing to trade the vehicle on a different vehicle once she has time. We will be happy to assist her in a new vehicle or we will be happy to look at her vehicle again to see if we can duplicate the issues

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22252082
  
  I am rejecting this response. Upon Sons Kia service department either researching further into the issue with my vehicle, or general sales offering an alternative solution (trade in vehicle, new purchase, etc.); I will close the case. Until then, I am not only inconvenienced but without a fully functioning vehicle for my family.  

  
  Sincerely,
  
  Dr. ********* ****

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/01/24 my 2021 Kia ******* had a check engine light come on out of nowhere then began shaking/not going past 25-30mph. I took to 5 star auto to read code. It stated take to dealer for recall on transmission. I had to wait 3 weeks to get an appt. On 02/20 it was towed to **** They stated 4-6 weeks before we touch it. After a month of no updates they call to say it is ready. Was told issue was a part in transmission needed replacement. I leave and go less than 9 miles before the same issues happen and I break down. We call *** and they admit they couldn't find the problem. So they literally lied and falsified paperwork. They had it several more weeks before finally asking me for gas money to take on longer test drive. I have had *** ********* involved at this point and was given a full transmission replacement. 04/25 I pick up vehicle thinking all is good. 1 week later on 05/06 the same issues happen with *******, wont go past 20-30mph. It was towed on 05/09 and has been there ever since with no update. The last update was them telling *** consumers couldn't find problem and can be picked up. I was never told this and I called and was told by ******** in Service that they cant figure it out and it will probably break down again. I purchased in cash in 06/2021. This car has ****** miles on it and I am covered under so many warranties. I need a vehicle replacement or some help and they refuse to help me. The sales department said I have to put 5,000-6,000 down. How is this my fault? ******** stated a few times to myself and husband that they dropped the ball, lied & did not do what was stated. I was never given a loaner vehicle after told I was on a list, then they don't do this at this location to we don't have any currently. I am at a loss on what to do or who can help me just get a new vehicle. I have been without a car since 02/2024. Kia ********* has helped me but now they really can't. Sons Kia do not care and put my safety at risk and continues to do so.

  

  Business Response

  Date: 06/10/2024

  We make every effort to take care of our customers and in a timely manner.  From time to time, we find an issue that is intermittent and difficult to diagnose as is the issue in this case.  After extensive test drives, we have confirmed Ms. ***** concern and taken action to get this resolved.  It turns out that the transmission that was recently replaced has some sort of internal issue that is intermittent in nature.  We have received authorization from *** technical support to replace the transmission.  Our expectation is that the necessary repairs will be completed by Thursday June 13.  This has been communicated to ************ in an in-person meeting with our General Manager *********************** on Monday June 10 at approximately 10:00 am.