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:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new ******************* on 12-7-24. Vehicle was priced wrong on the internet. Dealer "honored" the price and we agreed to finance instead of paying cash so they could get commission from lender. Told us they would take care of registration/tax/title for us. No disclosure of any fees were given at time of sale regarding processing of the tax/title/registration. We were even assured that the amount of the taxes was correct while in finance, which was incorrect. I found that they overcharged us for tax/title/registration fees through *** receipts that came with our plates. This overage was not disclosed because vehicle was under market price and the dealer used this to recover their money on the back end. They had over a month to issue a refund if they had any intention of being honest. We are almost 4 months in today and have not received a check for the difference of the registration/tax/title as promised by the Manager **** through email and text on multiple occasions. We are disputing any fees on the sheet he provided 2 months after the sale from a third party service and want the full amount given back to us. We also acquired a $25 late fee because it was not registered in 30 days (for Missouri Rules) as well as the dealership omitting a ****** This needs to be resolved quickly or I will be forced to file in small claims to recover our funds. **** has quit responding to texts on the is matter even though he has read all of them.

  Business Response

  Date: 04/02/2025

  My name is ***** ****** I am the General Manager of Liberty Kia. I will get in contact with the customer with a resolution.

• Initial Complaint

  Date:10/02/2024

  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.

  I was told I'd be paying $390's for 72 Months after trade in of my vehicle with Bumper to Bumper warranty and Interior/Exterior 7yr coverage and contract would be mailed to me I have still not received a contract or Reimburse for Warranty on car U traded in from Dealership I got payments plan in Mail and it's $471.05 for 84 Months I contacted Kia ******* and asked for the Contract and to My Surprise there are 2 contracts with the newest with different dates and and NOT MY SIGNATURE After numerous talks and text the Dealership is no longer responding to me Please help!!!

  Business Response

  Date: 10/18/2024

  After reviewing the compliant we have contacted the customer and are working with the customer to try to find a resolution. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22368824
  
  I am rejecting this response because:

  I spoke with Mr *** ******** on Friday Oct 18,2024 

  Who seemed sincere in trying to resolve this matter and said he would look over all my paperwork I sent him and he would get back to me early in the week and it has not happened.

  It's Midday Wednesday and I haven't heard a word.

  And with 7 days to respond here Seems to me they had enough time to see what is the right thing to do.

  *** ********
  Sat, Oct 19, 10:04?AM (4 days ago)
  to me
  Thanks John 
  I will review your documents and call you back early next week.
  

  Customer Answer

  Date: 11/03/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:09/27/2024

  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.

  In May 2024 I took my brand new 2024 *** sportage in for its first car was. I get my car back and the climate controls was shattered and there is a scratch down to the metal on front driver side starting by the head light going back. I have tried to work with both the dealership and *** customer service and I have been told that they did not damage my car. No one else was in my car in that time other than their employee, and their car wash scratched my car. All I want is for my car to be fixed.

  Business Response

  Date: 10/14/2024

  After reviewing the complaint, we have contacted the customer and set up a appointment for Wednesday, October 14th at 2:30pm to go over the customer issues with the car. We will definietly fix the scratch on the car but we have to contact *** to see if they will cover the broken climate control. 

• Initial Complaint

  Date:08/09/2024

  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.

  We had called liberty Kia about a *** niro for sale, they said they had 2 available but when we arrived ( 3 hrs drive) both had been sold that was sat 20th July at 17:30 but they had another model which was $3000 more. we wanted to buy but were pressured to lease which we had never done before as it was close to closing time 7pm.Loved the car, went through our finances and found we could buy it cash that was Sun 21st July, dealership is closed called 1st thing Mon 22nd July, at 900am dealership opens spoke to **** he said it's electronic he'd let us know. That's the last we heard from **** even after repeated calls/messages to **** and dealership. We put $5495.00 down left messages that we could pay the outstanding amount and could bring bank check down the same day. We were stalled out by the dealership and feel like they delayed things so the paperwork would go through, which 3 weeks later it did. We just wanted to purchase the vehicle outright and pay the $30,000 price that **** offered to us.

  Business Response

  Date: 08/19/2024

  After reviewing this compliant, Liberty Kia presented the lease to the customer to make the car more affordable, since the customer went up $3,000 in car. The dealership never forced the lease on the customer. The customer has an option to purchase or lease the vehicle. They decided to lease and signed the paperwork. Unfortuneatly we can not change the terms once the paperwork has been submitted. 

• Initial Complaint

  Date:07/12/2024

  Type:Billing 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.

  Billing Adjustment plus all fees incurred

  Business Response

  Date: 07/22/2024

  Liberty Kia will set up a appointment with the customer to go over her concerns and answer all questions that the customer has with her purchase.

• Initial Complaint

  Date:05/10/2024

  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.

  The financing is deceitful. While financing they give you options of different payment plans. You choose a plan then they say *** will send paperwork via mail with the breakdown of charges, payments and free services included in the deal. When we left he said we had all the signed paperwork in the envelope. It is my fault I didnt check before leaving but none of it was in there. I went back the next business day and they assured me it would come in the mail. Then I got a payment notice from *** and its way higher than they said AND it was a longer term than agreed on. We have went to the dealership twice and they keep saying they will call you back after they investigate and they dont. They dont return phone calls or emails. I have tried on several occasions to just get my paperwork and I cant. I saw other reviews posted recently with the same complaint about them. I cant upload documents because I dont have any that would be helpful.

  Business Response

  Date: 05/20/2024

  After reviewing the complaint of the customer, we set up an appointment with the customer. The customer came in and went over all the customers concerns. The customer wanted to cancel some of the products that were on the contract and we canceled the extended service contract and maintenace for refund. 

• Initial Complaint

  Date:08/08/2023

  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 bought my KIA **** 6. I told **** the sales man I wanted to pay cash. He told me you have to ******* a portion you can pay it off right away. He said you get $500. I told him that didnt matter to me. Well **** get my address wrong. I corrected him Twice. I get a call from Kia ******* Im in collections. I said I didnt get a book I have a credit score of 818. It slipped my mind about the book because I had a flood to worry about.So they tell me they charge $4 a day Plus my 6.9% financing. I dont know how they can charge $4 a day no matter what. So I made a payment of $378.22 they said the added the $4 a day plus $116.53 interest. I paid it. police case number 23-20354 officer tenius#** Libertyville police department. *****.my address is ********************************************************************************** not Libertyville I call back to get my pay off a couple days after still didnt get my book. **** messed up my address for the 2 nd time. Today 8/8/23 I paid it off $21.827.28 I paid $21.873.08.no late fees. Were did my monthly payment go towards?? **** couldnt answer. He refused to work with KIA ******* and find out what happened. I want my monthly payment back $378.22 plus the $4 a day since **** and the $116.53 **** made the mistake.Twice I wanted to pay it off that month. Never got the book. *** ******* said the dealer supposed to give it to you.I went in there to talk to **** the manager got very mean and aggressive towards me. I called the police they gave me a case number. They couldnt make them give me my money back.They would not answer the phone anyone I had to drive there 3 times because they refused to pick up. They have a scam going with Kia ******* . I told **** that day I want to pay cash.He would not allow me

  Business Response

  Date: 08/17/2023

  My name is ***********************. I am the General Manager with Liberty Auto Plaza. I reviewed the complaint and I am refunding the customer $400 to correct the issue. I have been in contact with the customer and sent her a copy of the check that we put in the mail. The customer will be receiving the check in 2-3 days. 

  Customer Answer

  Date: 08/19/2023

   
  Complaint: 20443011
  
  I am rejecting this response because I paid off the car. 4 times address is still wrong. I have 2 serious health conditions. I not going to DMV. I tried talking to *** finance the repeated the address correctly. I'm in libertville not ******************. I reject his offer I have been through h*** and back with them. Charrged wrong sales tax. ***** needs to straighten what **** screwed up. I'm rejecting offer I should be compensated for I don't know how many times I called both places.

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

  Business Response

  Date: 08/23/2023

  I have spoken to the customer and the customer is dropping off the title so we can get the address corrected.

  Customer Answer

  Date: 08/24/2023

   
  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,
  
  *******************************

  Customer Answer

  Date: 08/24/2023

  Complaint: 20443011
  
  I am rejecting this response because: 

  Hi, This is *******************************. I don't want case closed until title is returned and corrected .It not satisfactory because this should of never happened. 2 big mistakes. And got charged wrong tax. Until the title has my name I'm not satisfied. Because this should of never happened. Especially in a car dealership.

  Sincerely,
  
  ****************************;   

  Business Response

  Date: 08/24/2023

  Liberty Auto Plaza will fix the title with the correct information. As soon as the customer brings in the title, we will send it out to get the title corrected.

• Initial Complaint

  Date:12/11/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting a refund of $434 plus taxes due to Liberty Kia has been deceitful with the practice of saying a dealer addon is required (*** window etching), charging for it ($399), and not conducting the service.- During purchasing a car and finalizing a deal, the sales person said that *** window etching was required. The service is 1) not required, and 2) the cost was $399 which is higher then the typical charge of $50-$200 (November 22nd)- After the purchase and when looking for the *** etching, it was found it was not conducted. When calling Liberty's service department asking for where the etching is done, I found out that they do not even do this service and have to hire an outside glass company (which was not done)- After several calls to the dealership and texting to the sales person with no communication back resulted in submitting to BBB and to online reviews (from Dec 1 to Dec 10)

  Business Response

  Date: 12/30/2022

  My name is ***********************, I am the General Manager for Liberty Auto Plaza. After reviewing the compliant, the vin etch was disclosed to the customer prior to the purchase but if the customer is not happy with the charge ********************** will refund the customer the $434.00. I will contact the customer and arrange the refund.

  Customer Answer

  Date: 01/02/2023

   
  Better Business Bureau:
  
  Vin was never etched.

   

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

• Initial Complaint

  Date:12/05/2022

  Type:Product 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 11/3/22 I put a $500 deposit down on a vehicle that would be in sometime in December. On 11/4/22 I called to ask the dealership if it was possible for me to get the $500 deposit back and the salesman, *****, said Yes and just so you know all deposits are refundable, no one can keep your deposit. On 11/7/22 and 11/8/22 I called to confirm that I would like the $500 deposit back. On 11/8/22 ***** texted me and said he was about to issue the refund. On 11/11/22 ***** texted me to tell me that they could not issue the refund to my card because my card was reported as lost. I confirmed this, because my card was reported for fraud so I had to get a new card. ***** then told me that they would have to issue a paper check and mail it to me. He asked for my address and I confirmed it with him that day. The following dates are all the days that I have contacted ***** about when I could expect the deposit. 11/21/22, 11/22/22 (on this ****************** responded that the check should be received sometime this week.), 11/30/22 (I asked ***** to have someone from HR contact me, he said he would give them my info.), 12/2/22 I have also called the dealership directly almost every day since 11/28/22 and have only been able to leave messages and no one has called me back. Not once.

  Business Response

  Date: 12/16/2022

  My name is *********************** I am the General Manager of Liberty Auto Plaza. The dealership sent out a check for $500.00 on 12/6/22.  I tried to call the customer to confirm if she has received the check but have not been able to reach the customer. I will continue to try to reach the customer.

  Customer Answer

  Date: 12/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/30/2022

  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.

  We purchased a *** ******* along with a ****************** Protection Contract and in March 2022 the engine stopped. Our insurance company took it back to the dealership so that we could file a claim and get it repaired. Needless to say *** and United ********* *** are refusing to take liability . Over the course of 4 months we have emailed and went in person. I thought ************************* who is the Business Manager would take this action seriously and 2 weeks since our interaction have passed with no resolution. We bought the car and service protection under false pretenses and at this time we want to part ways and receive the $3,565 for the warranty we paid for to then take the car to a business that is reliable and honest to get it fixed. I want others to know that they do not stand behind their statement of "The Peace of Mind You Want, With the Protection You Need". This has caused so much emotional, mental and now physical damage to me and my family that I initially wanted to *** for monetary value of the car, warranty, legal representation in court and distress but I am now willing to part with my car and FULL warranty coverage . *** needs to pay United Car the $50 for canceling the contract and the misrepresentation and obtain the check. Please note that we have called for 3 months and United ********* *** will not get back to anyone.

  Business Response

  Date: 08/09/2022

  My name is ***********************, I am the General Manager for Liberty Auto Plaza.  After reviewing the complaint the warranty company United ******** declined the customers claim because the customer did not follow the manufactures maintenance guidelines. The customer did not get oil changes every ***** miles as was needed, so United ******** voided any coverage on the car. My Service Advisor *********************** pleaded with United ******** but they would not change the decline on the claim. We will cancel the warranty for the customer and even back date the cancel from when the customer originally started speaking with my Finance Manger *************************. But in order for us to cancel the warranty we must have the customer come in and sign the paperwork for the canceling of the warranty. I called the customer to let her know this but her voicemail was full, so I emailed her that we need her to come in and cancel the warranty. Unfortunately once the oil change requirements are not met, the warranty company can decline coverage. Then it is out of the dealerships control and there is not much that we can do.