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:11/01/2024

  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 took my Kia ******* to be services at this location and they performed a diagnostic, which was 185 dollars. According to them, my intake manifold must be replaced and the catalytic converter. My catalytic converter is not under warranty- I spoke with *** **************** and intake manifold is under the warranty with less than hundred thousand miles and less than 10 years. They refused to service my car and they wanted to charge me $3,500 even though the manifold is under manufacture warranty. What can I do?  

  Business Response

  Date: 11/11/2024

  The $185 is charged to compensate the technician for their time in order to properly diagnose the vehicle.  In this case, your vehicle does not need a new exhaust manifold.  You are correct, if it needed to be replaced that would be covered under the vehicles warranty.  You were quoted for new exhaust manifold gaskets.  The manifold needs to be removed to complete the repair.  Gaskets were quoted because it is highly likely they will need to be replaced.  Compared to the cost of the Catalytic Converter , the gaskets do not make up significant cost.  The Gaskets are ***** of the ******* quote.  

• Initial Complaint

  Date:09/05/2024

  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 Monday August ******* I took my 2021 *** ****** into Berwyn Kia to get service because the engine light was on. *** stated that it would take the following Monday to actually bring the car in to check. They said they could not give us a loaner due to the problems with *** boys { this should not be my problem } but I can go to the Berwyn ,Enterprise car rental and rent a car for $45 daily and after they service the car *** will reimburse me. WOW....as of now we can't get in touch with *** concerning car they're saying that the car engine is possibly out but that was 2 weeks ago. can't get in touch with anyone at Berwyn, *** service or managers PERIOD...I spoke to *** corporate on August 29th they open a case but states they can not contact Berwyn, *** and they will continue to try .What can we do ???    

  Business Response

  Date: 09/10/2024

  I spoke to ********,  we are working with *** to get her vehicle repair approved under Warranty.  Once the repair is approved we will provide a rental vehicle for her.  

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22244174
  
  I am rejecting this response because: As of today Tuesday September ******* the tech line PWA still have not been forward to corporate to even start the process for my Engine .
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 09/11/2024

  A Techline Case with *** was opened yesterday.  We are waiting on their response. 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22244174
  
  I am rejecting this response because: As of Today Tuesday September ******* my truck has still not been repaired I'm still paying out of pocket for rentals .
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 09/28/2024

  ********, 

  We are still waiting on a response from the Manufacturer as to what direction to go with your vehicle.  I am sorry for the delay but it is out of our hands at this point.  I am aware that **** has been in communication with you and your family. 

• Initial Complaint

  Date:07/15/2024

  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.

  Berwyn replaced a part ( VCM) on my car knowingly it wasnt going to fix the issue with the car, and charged me ******, the car was in worst shape ( not operating) than when I brought it in. I took the car back, I disputed the charge, and they refunded my card. Now after 2 months having the car, I was told before hand they were waiting ******** from *** to install a new engine. I made a call to the service mgr ****, he stated he was aware of the dispute and only thing I was getting is another ****** bill, not my car. Then I called *** corporate, told them the situation and also that we were waiting ******** to repair my car. They said there isnt anything in their system regarding my car.. so not only did they destroy my car, but also lied about getting *** ******** to repair the car. *** reached out to the police department and also my finance company.

  Business Response

  Date: 07/17/2024

  The only true statement made by this customer is that the credit card was disputed.  I attached documentation regarding the repairs and visits to Berwyn Kia. The repair that the customer disputed is well documented. See RO number *******.   The *** that was replaced in *** is not related to her current engine issue.  At that time it was the cause of the check engine light.  The *** controls the flaps that control air intake into the motor.   The engine issue was documented on that visit as well and we started the process to aid the customer in remedying the oil consumption problem or engine replacement. This requires maintenance records.  Unfortunately, the customer provided engine maintenance receipts that are not acceptable documentation.  They are hand written and in perfect numerical order *******, *******, ******* ( See attached).  Was this customers car the only vehicle the facility changed oil on from 6/19/23 to 1/16/24?  Also, please note the mileage on these documents.  The vehicle was serviced at exactly *****, ***** and ***** miles?   The customer owes us 700 dollars for a repair we completed and was unrightfully disputed.   This payment must be in cash.  If in fact the customer reached out to the police I ask that they contact me directly. - *************************

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service 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.

  Date of Transaction: June 22, 2024 Amount of money paid: ******** This price quoted was for the following services for my ***** ************ (****** miles). Main drive belt, Drive cover and Alternator. When I questioned what was driving the cost, I was told that the majority of the cost is due to labor, for the replacement of the drive belt. When I went to pick up my car, I was then told that the following services were performed according to invoice. Replaced valve cover gaskets, Alternator and Battery. I asked to have them confirm if my battery was still under warranty, and was told that it was, and was covered through December 2024. Knowing this I questioned the Service Advisor taking care of me why there was no adjustment in cost based on the change in service performed. He was professional, and tried, but could not give a solid answer and said that he would leave it to the Service Mgr. to call me. I reached out to the Service Manager and copied the ** my concerns via email detailing my questions specific to the service, which drove the cost of labor, versus what was actually performed (Drive Belt was not replaced, and replacemnt of batterery that was still under warranty). The ** responded that the Service Mgr was on vacation and that he will look into this and get back with me. He did not. The Service Manager responded when he came back from vacation and responded with "I believe I mentioned the battery to you, Have a nice day". He did not provide explanation to why I still had to pay for a battery, nor the fact tha the drive belt was not replaced.

  Business Response

  Date: 07/17/2024

  I apologize for not emailing the customer.  I am going to get a check cut for 260 plus tax as a refund for the battery.  One of my employees told ************** that it was covered under warranty and we should have done our due diligence and followed through with it.  ************** you should receive the check in approximately 10 business days. 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21968812
  
  I am rejecting this response because: Although Berwyn Kia is offering to refund the cost of my battery which is still under warranty thru December 2024, they did not address/respond to my other concern that the "main drive belt" which was orginally quoted to me by the Service Mgr. and according to the Service Mgr, "was responsible for driving the cost, since it was going to be a 9-10hr job".

  The "main drive belt" was not replaced according to the invoice, yet I still paid for the 9-10hrs of labor. 

  I never recevied a call from the ************ that a change in service,from the original quote, was going to be performed. As a result, I was not given the opportunity to discuss and understand, what those changes were or given the ability to ask further questions in how it would impact billing/cost. 

  Thank you for your assistance,
  

  Kind Regards,

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

   

  Business Response

  Date: 07/24/2024

  I spoke to the Technician and he stated that because of the oil leaking on everything-battery, V-ribbed belt, alternator- none of it was warrantable or salvageable. All of these components required replacement to repair the vehicle properly. The belt that I quoted her in the repair estimate is referred to as a drive belt or serpentine belt. The labor time is justifiable considering the amount of time it took the technician to clean up the severe oil leak all over everything on the top of the engine and throughout the engine bay. All of this was thoroughly explained to ************************* during my phone call with her when she authorized the work on her vehicle. 
  
  
  Please let me know if you have any further questions
  
  
  Thank you
  
  
  ***************************
  Service Manager
  Berwyn Kia
  ************

• Initial Complaint

  Date:03/19/2024

  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 bought a *** 2023 sportage hybrid in may of 2022, first someone tried to steal my car in September of 2022 which than I had to place it in ****************, which I didnt receive my my car back until December of 2022, August of 2023 my *** sportage went out completely and it been in the shop ever since, as of today seven months later the still havent resolved the problem or have replace my car

  Business Response

  Date: 03/28/2024

  The delay in your vehicle has been due to a complicated diagnosis.  And unfortunately, it has yet to be resolved.  The hybrid battery went down to 0 energy.  *** has one charger in the entire country for this battery.  The technician needed to wait on a ******************** to come to our facility, bring this charger, charge up the battery and get your vehicle started.  Once this was done it allowed the tech to do some diagnosis.   In the meantime the battery died again.  But, the technician believes the traction motor assembly is failing.  This transfers electrical energy in the battery to the wheels to move the vehicle.  Right now, the ****************** is scheduled to return with no date. My technician needs his assistance to charge the Hybrid Battery again and  properly diagnose your Sportage. At this time I cannot provide an accurate time frame for the vehicle to be repaired. I apologize for the delay. We are working within the parameters of the manufacturer to get your vehicle repaired.  
  
  

• Initial Complaint

  Date:03/19/2024

  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 drop my kia ********* at this dealer ship a month ago with an major engine problem , i try to contact several time the dealer ship and manteinance manager for an update on the status of my repair and they don't have *** answer about it , this is a warranty repair seems they don't want to handle or can't handle , at this point no body is helping me and i depend on that car for many things on my life and family. Please help me or advice. On the right direction please

  Business Response

  Date: 03/19/2024

  I apologize for the poor communication.  At this time my technician is waiting for guidance from Kia ******* on how to best find a solution to repair your vehicle.  We will likely have an answer before the end of this week.  *********** Manager, ****, will be reaching out to you. 

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21454820
  
  I am rejecting this response because:
  I been getting the same answer from the past month, i need a vehicle to move , how long more time you need to get the truck diagnostic?

  Is been alredy a month since tl you have my car on the shop 

  So , there is any diagnostic yet ?

  Could you give me more accurate time ?

  Every single time i contact your sevice department i get the same answer. 

  You gonna call me on one week for the next step but is been alredy a month and i don't have a repair eta yet and noby once to answer or help me .

  If you planning waiting more time as courtesy you should offer me a loaner car to move or pay me a rental car .

    

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

  Business Response

  Date: 03/29/2024

  The customer is correct we dropped the ball here.  The vehicle has been diagnosed. The Technician is currently replacing the *** valve and doing a ECU update. Technician performed diagnosis-found oil level to be 1.5 quarts low after ***** miles of driving-inspected *** valve and found to be sticking when testing-not closing as it should. The vehicle will likely be complete and ready for pickup today. 

• Initial Complaint

  Date:02/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business gives out faulty appointment information. They open up appointments on days where they cannot see new cars, only to hold the car for multiple days at a fee.

  Business Response

  Date: 02/16/2024

  This customer's complaint that we give out faulty appointment information is incorrect.  We load our scheduling based upon different service types, maintenance, diagnosis, recalls etc.   Diagnosis is not always a simple process.  Sometimes it takes trail and error and takes longer than anticipated.  Occasionally we do get backed up with diagnosis.  Both of these reasons are why we tell all of our customers that the appointment is a check in time and it may take a day or two to complete.  I am sorry if **************** was not pleased with this. We did our best to diagnosis his vehicle in a reasonable timeframe.  Our service manager also reached out to try to help the situation but **************** refused the assistance and took his vehicle elsewhere. 

• Initial Complaint

  Date:01/19/2024

  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 Nov. 6, 2023, I took my car to Berwyn Kia, **** ************, Berwyn, ** ***** to get the check engine light off so I could pass the emission test. Originally, they said 1-2 days, but 16 days later they said the car was ready and I could pick it up on Nov. 22nd and paid them $883.69. On my way home, the car shook all the way home. It had never done that before, so I returned the car that same day. They refused to service me and told me to come back after Thanksgiving, Nov. 27th. They refused to pick up the phone or call me, so I drove there several times to no avail. Dec. 18, the Service Advisor called and then said, now I needed a new motor and I had to pay another deductible, and the motor was on back order, and she didn't know when it would be in and that was thirty-two days ago. So, they still have my car and they have not told me anything. I spent over $4,000 and I'm still renting vehicles and they won't tell me anything about me car. On December 15th I went there and was ignored, so I walked around their shop and outside parking lot, and my car was not there. Later I was told they have a lot in Lyons, ** somewhere. I don't know if they were using me car, but on Nov. 22nd I noticed the mileage had increased.

  Business Response

  Date: 01/29/2024

  Miss **********;Stokes first visit to Berwyn Kia was 12/06/22. Her check engine light was on and ************** found a code P0014 camshaft position correlation and also found her spark plugs to be fouled out-due to lack of maintenance. We replaced her spark plugs and serviced her coolant and brake fluid for a total of ******. Her vehicle repairs were completed the same day. 
  
  
  
  

  At no point have we ignored or avoided *****************.  She has been in direct communication with my Service Manager, ****, since November.  We have made every effort to resolve her situation. Unfortunately, we cannot control parts availability.  

  Customer Answer

  Date: 03/21/2024

  Complaint: 21170675
  
  I am rejecting this response because: I am sorry, but I didn't see the correspondence from Berwyn Kia until recently and the issue is still not resolved. They are not being honest in their statement. ************** who sent you and the ** Atty. ********* ****** duplicate letters I have never met nor have spoken to, has no idea what happened. My Service Advisor, ********************************* told me on November 6, 2023, the repairs would take a day or two, but it took ******************** $1, ****** for a rental. I took the car in for the check engine light so I could take the state required emissions test, but they fixed the cam shaft, CVVT-exhaust, timing chain, etc., which I knew may have been related since I was married to a mechanic for 26 years. However, I also know if the parts are not installed carefully, they will affect the sensor and can blow the motor. I drive several times 18 miles round trip, to check on the progress because there was a lot of communication. Finally, ******** called and said the car was ready on November 22, 2023, and I owed $883.69 out of pocket. As my son and I were on our way home something didn't feel right, and I thought maybe it has to run awhile and it will get better. I continued to drop my son off, but it only got worse. The car shook violently, so I turned around to take it back to **** When I returned, ******** refused to take my car until the next Tuesday saying she had other cars to service, but I insisted that mine was there first and I paid her, but it wasn't fixed. As I was still speaking, she walked inside a garage door and was closing it leaving me on the outside. I asked for the manager, and she yelled, he was in a meeting. Another employee saw what was happening and went inside, and a manager came out named ****. He is the only manager I spoke to. **** suggested that I take the car home and bring it back on Monday after Thanksgiving and he would personally have someone look at my car. He was trying to schmooze me, but I felt I had no choose because I turned in the rental and I had no way to get home, so I agreed. On my way home it shook and putted, and then finally stopped in ***********, ******** on *************. I tried calling to no avail, so I called my insurance company and had the car towed back to Berwyn Kia, and fortunately I was able to coast the car into a parking lot until the tow truck came, and one of my sons was on his way home from work, so I waited in a restaurant for him to pick me up to take me home at 70 years of age. This was an unnecessary ordeal. Also, in **************' third paragraph he says they diagnosed the vehicle and found the Base Engine had failed, why wasn't that found when they took the engine apart, removing the top of the Camshaft, and Timing Chain, and the Variable Timing Solenoid that effects the sensor which may have caused the engine light to pop back on? Why would ******** let me drive off and charge me $883.69 and charge my warranty company over $1900.00 if they hadn't thoroughly diagnosis the problem on November 22, 2023? And then wait until December 27, 2023, to call to say I got good news, and I got bad news. You need a new motor, and the warranty company will cover it, but the motor is on back order, and today, March 21, 2024, which has been approximately 135 days since they've had my car, I still have not heard anything positive. **** did give me an offer, if I withdrew my complaint with the BBB, he would try to waive my additional deductible fee of $250 with the warranty company. ******** texted me on February 27, 2024, a message saying I could text her anytime at ************** or call ************** or click on a link to track the real-time status. I clicked and got nothing; I called and was told ******** doesn't work there anymore; I asked to speak to **** and was told he was gone for the day, but she said she would give him my message that I called and wanted to know where my car was. I have NOT heard anything from anyone. I have spent approximately $8,036.65 so far which should be towards a new car. Thank you for your help.
  
  Sincerely,
  
  **********************;   

  Business Response

  Date: 03/28/2024

  The engine that my technician put in **************** vehicle was faulty.  A new engine has been ordered with no current ETA.  We are doing everything we can to work within the parameters of **************** service contract to get her vehicle repaired.  It is of no interest to us to keep the vehicle any longer than the necessary amount of time to get the vehicle repaired.   Unfortunately, there may be another delay waiting for the new engine to arrive.  As soon as I have an ETA I will update. 
  
  

• Initial Complaint

  Date:08/09/2023

  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 a serious issue and I need some assistance. My brand new Kia ******** is not working consistently and wont either hold a batter or has a faulty part. My issue is my wife was due 10 days ago with twins and we have no way of getting our family home unless we have the van, the reason we bought it. My issue lies in the fact that any ********** is out for service until August 16th and thats just to get it in. My wife is due August 4th, this to me unacceptable me. This van has under 4K miles and 1- should not have a bad battery or 2- has a faulty part from the manufacturer. Either of those is not a Lamb family issue but yet we get push back from anyone when we ask for help. My wife sat in a ********** for 5 hours today because we mightget the van in. I had to come pick her after my job because she was uncomfortable sitting that long. Please help me with this before I take next steps along this process.The Kia ********** has my car and has now for almost 2 weeks. We had to bring our new children home in separate cars because we still do not have our car fixed. Horrible experience

  Business Response

  Date: 08/23/2023

  This customer purchased a vehicle from ** in April of this year.  They live about 1.5 hours from us.  ************ originally contacted me in early July about an issue with his van.   ************ and I spoke and he agreed that it would be in his best interest at that time to take it to a dealer closer to him to have his issues resolved. I gave him my personal cell phone number to more effectively communicate.  Luckily, that dealer was able to accommodate ************ within a reasonable timeframe.  About ****************************** and stated something was still wrong with the car.  The sliding doors would not open or close.  I suggested he take it to the closer dealer since they had recently completed a repair on the van. That was a Saturday.   I was going out of town and contacted his salesperson to contact ************ that Monday.  That salesperson did not reach *************  The following Monday ************ contacted me again stating his vehicle had no power in his garage.  I was also aware of the situation with his ************* being due any day, so I offered to pick up his van.   This was done the next day and another Carnival was left with the Lamb family so they could have transportation.  Yes, their vehicle was here for two weeks.  We attempted multiple times to duplicate their concern with the dead battery.  We did a draw test and left the vehicle sit and the vehicle kept the charge.  The battery tested ok as well.  All the while we were communicative with the family. In the end we agreed we would continue to be communicative if they had an issue in the future.  Unfortunately I cannot replace the vehicle. However, I would be happy to assist in trading in for a different van if that makes sense. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20447805
  
  I am rejecting this response because: All statements made by the business are correct and they have made an effort to help this situation but as of 9:00 AM this morning, my car did not work. It stopped working again this morning. I find it odd that this happened again and little to no help from this **********.  As this an issue that the business seems to want to avoid fixing or taking an effort beyond simply starting the vehicle each morning and I find this response lazy and a very poor attempt to fix an issue. I was told multiple times, if only I lived closer, we could offer better help,  I guess they should advertise that, buy a car if you live within 20 miles of the **********. My wife and I have attempted to reach **** Meyer the owner of the store, we were both told he would reach out to us, yet we have received nothing from him. This type of customer service is a disappointment and a true representation of their want to make customer satiated. 

  I do want to point out that the ** at Kia *********************** ****, did provide a car to us and I am thankful for that. He has worked at trying to make sure we have a car that works on hand I do appreciate that immensely. 

   

  If the Kia ********** feels that simply holding a car for 2 weeks, simply starting it each morning and waiting for the customer to call and ask for update, they did that. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 09/05/2023

  I understand the customer is frustrated.   We attempted to duplicate the concern for two weeks to help the customer.  And yes, the customer does live some distance away and I feel like we worked with that and did not use it against the customer in any way. I feel we made a more than reasonable attempt to accommodate the customer with alternative transportation and nearly daily communication.  I have no way to replace the vehicle without it being traded in for a new van.  

• Initial Complaint

  Date:07/01/2023

  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.

  My car was broken into on Feb 19, 2023. I called my insurance company tow my vehicle. My vehicle was towed on Feb 19, 2023. My car was held at Berwyn Kia for 4 weeks with the company telling me they never received it. I eventually had to drive to *** only to locate my vehicle sitting on their *** with no license plates or key available. Once *** verified the vehicle belonged to me the repairs were supposed to start. There were so many delays with the repairs. I had to take my second key copy to *** because the original key the tow company left with was never found. My window was on backorder and my car was held there for over 4 months waiting for a window. Eventually, my insurance company was tired of paying for my rental vehicle, so they scheduled for safe life auto replace my glass. They arrived at *** and was told the appointment was not communicated to them and Safe Life would not be able to replace the glass. Eventually on June 30, 2023, I was told by ***** who was my advisor at ***, that my vehicle was ready and had to be picked up by today July 1, 2023, or there will be additional storage charges. I arrived today July 1, 2023 to pick up my vehicle only to be given my vehicle back with no license plates, and a ridiculous amount of dirt. No new ignition was placed on my vehicle after the key had been lost during transit or while sitting on the KIA *** with no attention. Now there is a spare key to my car, and I have no knowledge of who has it. The inside of my vehicle was returned to me as if it was used to move construction. The seats, floor mats, steering wheel, gear shift, dashboard, etc. is all covered in dirt and dust. There was no attempt to clean my car or secure it with a new key at the very least. I had to wear a mask to sit in the car to drive it home.

  Business Response

  Date: 07/05/2023

  I am sorry you had a poor experience.  Your vehicle was on our property and we were not aware of it for the time you stated because we never received any information from the ************** that dropped it off. Nor a key. That is not our fault.  I understand your frustration with the cleanliness of your vehicle.  But, we can only clean it to the best of our ability.  I would be happy to have you back to have a 2nd chance at cleaning your vehicle.  We do not have the same equipment as a detail service but can do the best we can.  Based on the recollections of my employee your vehicle was excessively dirty to begin with. This could be due to it being stolen/broken in to.   Also in terms of the license plates we cannot confirm that the vehicle arrived with license plates.  We do owe you ****** for payment on glass that was ordered for your vehicle but was installed and provided by by Safelite as you had stated.  ,

  Customer Answer

  Date: 07/11/2023

   
  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,
  
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