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Business Profile

Car Dealers

Kia of Lincolnwood

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 dealership has been a back and forth game with me, my wife and my insurance provider, ***********, since early December 20** when my car got there. Ive been stuck in a rental ever since. First they said it was covered under warranty, because my car was stolen, and that I would be provided a loaner or reimbursement for my rental if they couldnt get me in a loaner since they were so short . Finally, after WEEKS of no update, contact, or anything, they turn around and blame it on the theft of my car that the engine showed excessive abuse from it. Called *** customer care on it for help dealing with the matter and they basically washed their hands clean of it and blamed it on my insurance not knowing what theyre doing. After so much back and forth and disconnect, my insurance finally agreed to pay for the engine repair and recover through their subrogation process. But Im stuck with about a $1,000 now in rental car costs, because my insurance holds their position that this is Kias fault. This is ridiculous. *** customer care refuses to help. Their poor communication and bickering back and forth with Progressive is what set this back so far to begin with, and I firmly believe it was done on purpose. I have children, one a toddler with level two autism and need a vehicle for her school/therapy. This is not right at all how they handled this and someone needs to reimburse me for the rental cost for this nonsense *********************** claim # ** - ********* Kia ******** **** case # ********

  • Initial Complaint

    Date:01/16/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 occurred: 12/232024: I got a letter from *** regarding several recalls for my *** ********** Also, my infotainment center just randomly went out upon driving on 12/22/2024: So, they completed the recalls and told me because it was the holiday it would be here within 2 weeks or LESS. I have a recording of the service coordinator telling me this. Dec 30th I got an text from *** ********************** asking me how was my service and I explained everything is fine just waiting on the infotainment center you all ordered. I explained to them that not having this working is VERY VERY dangerous. I use my vehicle for work and I need the *** system so me using my phone and not being able to depend on the infotainment center could cause an accident or anything. I asked for ******* to call me to discuss this matter and explain this issue is causing major issues for me. I am told he's in the office but in a meeting and he'd call me: I have requested ******* the service manager to call me 5 different times between Jan 2-Jan16 2025 and I have NOT heard from him I am told "he's in a meeting or with a customer" but yet he hasn't called. THEN I finally get an update on Jan 12 and told that its on back order and they dont know when it will be delivered. I explained to them I CANNOT DRIVE THIS CAR W/O AN INFOTAINMENT CENTER. so I've had to rent a car while my car is sitting idle and spent over $500 dollars on rental services. This is unacceptable behavior and to have no one call the customer back seems like they are dodging me maybe because I am a African American person? Could likely be discrimination amongst me, this is the only logic answer. I have asked for tracking or order number and to a copy of the invoice and NOTHING they do NOT keep their promises. This is a horrible experience.. I have asked for the ************ and again NO call back. Being ignored and I pay a car note monthly doesn't sit well with me.

    Business Response

    Date: 01/20/2025

    Thank you for reaching out to our business.  In an effort to avoid any confusion we feel its important that Ms. ****** is aware that there are three separate entities involved with the issue surrounding the repairs of her vehicle, the consumer who owns the vehicle, our dealership which is an independently owned franchise, and the manufacturer ********** North America.  As an independently owned franchise we have a legally binding agreement with the manufacturer ********** North America.  There is a portion of that agreement that has relevance to Ms. ****** concern.  These are essentially that we as a franchised dealer will purchase parts for manufacture warranty and recall repairs directly from ********** *************, follow the manufacturer repair instructions, adhere to the manufacturers warranty policy and procedures as outlined and in turn ********** North America will reimburse our dealer at a pre-negotiated rate.  It should be noted that many times that reimbursement rate is substantially higher that what we charge our paying clients for repairs.  This being the case with the repairs in question, it is in our best financial interest to repair the vehicle under warranty.  Unfortunately, ********** N.A. controls the supply of the needed parts and as of 01/17/2025 the parts needed to exact the repair is currently out of stock and we have information from the manufacturer that they should receive new stock and be able to resupply dealers soon. The manufacturer does not supply any tracking information until the part has shipped from their warehouse to ours.

    The allegations made surrounding the clients treatment and claims of racism being the only logical explanation could not be further from the truth and is quite simply failed logic.  Furthermore, every person involved both directly or indirectly with the client at the dealership is either African American, Bi-racial, or has a mixed-race household and children.  We pride ourselves on having great diversity throughout our organization from leadership down and find it rather offensive that anyone would make this claim.  We do recognize that vehicle issues can create extreme stress which may cause people to act or say things out of character and hold no ill will.

    Our sincere hope is that we are able to repair the vehicle to manufacturer specifications and continue to of service to the client with their future automotive needs.

  • Initial Complaint

    Date:01/09/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Brought my car to *** for repairs on 9/24/24. Car was repaired on 11/22/24, however, when I went to pick up the vehicle, the engine was knocking about to seize and needed to be replaced. I have been waiting since 11/22/24 for *** to replace the engine under their class action lawsuit warranty extension. I have received limited communication from the company. My service **** ***** *******, was let go on Monday 1/6/25. I have left 7 messages for the branch service manager from 1/6/25 to 1/9/25 and have not received any response.

  • Initial Complaint

    Date:11/23/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 car to Kia of Lincolnwood November 7 for an oil leak that is covered under warranty. They told me on November ******************************************************************* It is now November 23, I have called four times this week, left a voicemail and two messages for the service advisor/manager. No one called me back so I had my brother call as being a woman seems to get me ignored. Of course we got an answer immediately that they had to order additional parts and are waiting for them to come in. They cant give me an answer of when my car will be ready and arent apologetic about the lack of updates. We are now potentially going to be waiting another two weeks, they have no loaners available and we are spending a fortune on Ubers to and from work. Its concerning that no one has a sense of urgency, especially given this is a warranty fix and not my fault. Im nervous we will be without our car for the foreseeable future, especially given no one will give me a call back to let me know whats going on.

    Business Response

    Date: 12/02/2024

    Service Manager has been in contact with the guest. The car will be completed soon, we consider this matter closed.

    Customer Answer

    Date: 12/04/2024

     
    Complaint: 22597183

    I am rejecting this response because while I got a call on Monday from ***** ***** saying you'd check for an update, I never heard back. No one has told me when my car will be done, if all the parts are actually in or not. The call contained absolutely no new information so I'm still in the same place I was when I filed this complaint. 

    Sincerely,

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

  • Initial Complaint

    Date:10/16/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 needed repair, specifically a new transmission. The car was still under warranty, so parts and labor were covered by ***. They've ***** had my vehicle for over 11 weeks now with no resolution offered.

    Business Response

    Date: 10/21/2024

    Service director has been in contact and the vehicles repairs have been completed. We consider this matter closed. 

     

    Kind regards,

    Customer Answer

    Date: 10/22/2024

     
    Complaint: 22430150

    I am rejecting this response because:

    The vehicle repairs have not been completed. 

    Sincerely,

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

    Business Response

    Date: 10/30/2024

    A new part has been ordered and will be delivered and installed in the car by the end of next week. Consumer will be contacted by the service department soon. 

  • Initial Complaint

    Date:08/30/2024

    Type:Order Issues
    Status:
    Unanswered
    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 new car from *** in March of 2021. There is an issue with the drive train and when my husband went to the dealership they are now saying we bought a used car and there is no warranty. The orginal dealership filed paper work wrong

  • Initial Complaint

    Date:05/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 went to get our *** serviced here at *** of ******* wood for a warranty job in September, they gave us our car back straight away and said they don't have parts. We went back in December which they finally took us in, they said it would only take two weeks to do an egr issue and a steering clunk issue. We finally got our car back in 1.5 months. We decided to go to a different dealership where they actually care and *** of ******** solved our issue in 3 hours and even washed our car. They charged us $169 and advised we seek compensation from Kia of Lincolnwood. But when we came in the manager started being rude before we even instructed ourselves. We explained the issue and that we're seeking compensation but ***** (the manager) said it wasn't his problem and that we were wrong. We explained that all of the things that Lincolnwood touched was either loose, disconnected, or missing, and ***** asked if we have any pictures, we did but he wasn't interesting in looking at them. We had a serious concern of our safety since the steering wasn't tightened by Lincolnwood and the seatbelt was completely disconnected as well. So now we are seeking compensation from a warranty job from Lincolnwood since we had to pay out of picked for *** of ******** to fix everything Lincolnwood didn't do.

  • Initial Complaint

    Date:03/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 complaint is for Kia of Lincolnwood, with address ***************************, Lincolnwood, ** *****. It's been since middle of December 2023 how they're keeping my car unfixed. First they were waiting on parts for more than a month, than apparently in January they finaly got the parts. I left my car Kia ******* 2019, at the dealership on January 17th. They were supposed to start working on the car, but the car is still there unfixed, because in a meantime they broke other parts that now i have to pay for or the warranty. They never made it clear which parts, how much and why they're keeping the car for so long. They keep telling lies and excuses but its been too long now. The loaner car that they gave me its not serving me for the needs i have. They're very unprofesional and shady. It is ridicilous to keep the car for so long and keep telling lies or avoiding to answer the calls or texts. The advisor adimited that the techinitions broke some parts and instead of making it up for that and fixing the car sooner, they did the opposite. No estimate date at all. If this complaint is not for here plase advise me where should i complain. This is insane and i need my car back. Thank you and plase help

    Business Response

    Date: 03/27/2024

    TO BBB THIS IS NOT OUR DEALERSHIP. AS YOU CAN SEE IN STATEMENT, IT SAYS KIA OF LINCOLNWOOD. PLEASE REMOVE THIS FILE FROM OUR ACCOUNT AND DEALERSHIP.

  • Initial Complaint

    Date:01/04/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 2019 ******** was brought into Kia of Lincolnwood due to an issue with the hybrid system, on September 18, 2023, after our vehicles system alerted us to this issue the day before. We have yet to get our vehicle back from service and we have had a great deal of difficulty reaching them despite multiple attempts by phone and text to get concrete information from the service department about progress and a completion date for the repairs.Overall, our limited communication with the service department has also been unpleasant. This is our familys only vehiclewhich my wife mentioned to the service manager upon deliverybut she was told to look it up on your phone, when she asked for a nearby rental facility. The dealership did not provide a loaner until three days later after many complaints on our part, even though they had a loaner on hand at the time of delivery.As mentioned above, we have tried to reach them on multiple occasions with few callbacks. Ive even elevated the issue to ********************* but there does not appear to be an end in sight for the repairs to be completed.My understanding is that there is an issue with the dry clutch system, an issue it seems that could only be properly serviced by a certified field technician from KIA ******* However, ******************** informed me that the dealership did not request a certified field technician until December 9, 2023nearly three months after we delivered the car for service.All in all, it has been almost four months that theyve had the vehicle. Based on how weve been treated and the manner in which they have conducted the service itself, we have lost trust and confidence that they are able to make the necessary repairs within any reasonable window of time and its not unreasonable to think that perhaps the issue is beyond the possibility for repair.

    Business Response

    Date: 01/16/2024

    Our ****************** has been in touch with the consumer regarding this matter. Kia has issued a recall for the kind of issue vehicle is experiencing. The required parts for the vehicle's repairs are ordered and pending shipment. 

     

    Customer Answer

    Date: 01/21/2024

     
    Complaint: 21098848

    I am rejecting this response because:
    the repairs have yet to be completed. I would like to keep the complaint open and active until we receive our vehicle back and have an opportunity to confirm that it functions properly after repairs.

    Sincerely,

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

  • Initial Complaint

    Date:09/29/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    September 29, 2023 ************************** ************************************************************************************************************ Dear Better Business Bureau--I am writing this letter regarding a *** on May 29, 2023 from Kia of Lincolnwood.An error was made on my bank loan from *** to my bank PNC.I was quoted and agreed to pay $36,703.00 for the car. On May 29, 2023, I made a $10,000 K down payment on the car at the dealership with a debit card, leaving a residual loan value of $26,703 on the car which was financed by PNC. However, an amount of $43,438.95 was placed on the loan document. I tried to contact *********************** on September 29, 2023, to try to discuss the error. I was not able to contact him nor did he return any of my multiple calls. Failure to receive an appropriate response to this problem has prompted me to write directly to you. There was an agreed upon price for the automobile of $36,703. I put a $10,000 dollar down payment on the car, making the price owed $26,703, with the rest being financed by PNC bank. I have discovered the loan documents were for $43,436.85. When I tried to contact the dealership to correct the error they would not speak to me or return my calls...multiple times.I would appreciate your assistance in resolving my complaint. I would like for Kia of Lincolnwood to correct the loan documents to reflect the actual amont owed $26,703.00 Enclosed are copies of my records, including PNC AUTO Loan Statement and complaints to ***.I look forward to hearing from you soon regarding my problem. I would like to receive a response from you and Kia of Lincolnwood within 5 days.Please contact me if you have questions or need additional information. I may be contacted by e-mail at ****************************************,**************************, MD Assistant Professor of Medicine ***********************

    Business Response

    Date: 10/19/2023

    Corporate office has been in full communication to resolve this matter.

Kia of Lincolnwood is NOT a BBB Accredited Business.

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