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:12/22/2024

  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 purchased a 2021 *** K5, April 13, 2021. Which included a cash down payment of $9000, trade in (2011 Pontiac G6) & monthly payments @ $448 for 36 months. I was told by the young salesman they had a special with no financing charges. The vehicle was priced at ****** (a little under ******). I was excited my first big purchase of a brand new vehicle. April 2024 I was supposed to receive my title I found out I was locked into a lease. I was gaslighted, humiliated I was told I had to return or finance the vehicle. I was also told the person that sold me the vehicle is no longer employed by the company. Devastated, I took legal action only to find out the lawyer I spoke with was friends with the owner of *******. He didnt take my case and sent me a $1000 invoice. PLEASE HELP

  

  Business Response

  Date: 12/26/2024

  To Whom it may concern,

  Attached, a copy of the Lease Agreement for the customer ******* ******. As shown on the first page, on the top right, the title " Motor Vehicle Lease Agreement", where the customer put her initials "KG" at the bottom of the same page as "Lessee Initials". On the 3rd page, the customer signed and put her initials at the bottom as the "Lessee ". For the rest of the pages, it shows the customer put their initials at the bottom of every page as the " Lessee". 

  How did the customer sign the Lease agreement and initialed each page as the "Lessee" without knowing that she was Leasing the car?

  However, the customer can still buy out the car from the dealership to own it. If the customer is open to buying the car, she can contact me directly and I can have our Sales Manager reach out to her.

  Happy Holidays,

  *** ***********
  Customer Relations Manager
  ********************** *** of Palatine
  *******************************************************************
  Office: ************
  Email: **********************
  
  
  McGrath *** of *************
   ***************************;                                     
   *************, 60035
  
  

• Initial Complaint

  Date:10/23/2024

  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.

  Date 9/18/2024 Amount $42,500 I have contacted the business on numerous occations, speaking directly with the sales person and leaving messages. I have never received the second vehicle that was promised. I have never received any paperwork on the sale of the vehicle including the purchased warranty.

  

  Business Response

  Date: 10/25/2024

  To whom it may concern,

  I just had a conversation with Mr. **** ********, promised to have my Finance Manager email him the paperwork before the end of today and regarding the second key explained that with used cars, customers get only 1 key guaranteed. 

  The issue is being resolved with the customer.

  Please reach out to me for any questions or concerns.

  Thank you,

  *** ***********
  Customer Relations Manager
  ********************** *** of Palatine
  ************************************************************
  Office: ************
  Email: **********************
  
  
  McGrath *** of *************
   ***************************;                                     
   *************, 60035

• Initial Complaint

  Date:08/28/2024

  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.

  On July 17, 2024, I traded in my 2020 Chevrolet Silverado 1500 pickup for a negotiated price of $31,500.00 and purchased a Kia ******* for $43,355.00. After the purchase and at home the following day, I printed the sales documents given to me on a thumb drive, I noticed the financial numbers on the contract are different than the negotiated value for the trade in of $31,500.00. On the document ITEMIZATION OF AMOUNT FINANCED, section 2 states trade in value of $29,000.00 were as it should be $31,500.00. After my findings I went in person to speak with the sales general manager and he verbally explained the difference of $2500 was paid by them in sales tax, however the document ITEMIZATION OF AMOUNT FINANCED does not show that. $2500.00 are unaccounted for in the document.Also, in section K there are charges never agreed upon such as $15 tire fee, maintenance fee, for $500, and a key replacement fee for $500. The only agreed upon service is the service contract fee, however the negotiated price is $1800, and that line item states $2000.

  

  Business Response

  Date: 09/03/2024

  To whom it may concern,

  Regarding the trade in value, the customer was notified in writing that the ****** trade in value is at a the effective allowance. By subtracting the $2,465 Trade tax savings, the remaining is the $29,000 (please see the attached document showing this break down)

  Regarding the maintenance and the key replacement fee, please find the attached Accepted and Declined Coverages. 

  The customer agreed to 3 packages: 

  1: Tech or extended coverage. (maintenance fee)

  2: The Service Contract.

  3: Key replacement fee 

  Please feel free to reach out to me for any questions or concerns.

  Thank you,

  *****************************
  Customer Relations Manager
  ********************** *** of Palatine
  ****************************************************
  Office: ************
  Email: *************
  
  
  McGrath *** of *************
   ***************************;                                     
   *************, 60035

• Initial Complaint

  Date:06/19/2024

  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.

  Since nothing is really on paper it is all computer he scrolls so fast you cant even read the papers. Then gives you everything on flash drive. The sales price went from ******** to over ****** I believe this is with the McGrath warranty which by the way it is ******* not worth if buying a used car, which I did, the only thing you get are the mats and windshield protection. They certainly did not tell me that until I asked for the door edge guards. Then the finance ********************* they will cover your oil changes to find out there is a ****** fee for maintenance. Then another fee for ******* believe this is for a tech agreement which I agreed to, thinking the oil changes were for free. No brochures or anything on these things. They bring me a car fax for my car 2013 Buick encore. ****** miles fair condition saying it is worth 4******. They end up giving me ******* for it as my payoff is *******. Never telling me what they were giving me and I asked them for *****. To find out they have it on their lot for ********* . I guess a ******* profit was not good enough for them. They needed 6000.I dont find this place reputable at all. Wont do business with them again and my siblings are looking for cars would not recommend them at ********* find out there is only one key and get told go through a locksmith it will be cheaper.

  

  Business Response

  Date: 07/15/2024

  To whom it may concern,
  

  We had this car for $16,800 internet price. Ms. ***** agreed to purchase the car with the optional protection package which is $2,995 but she was negotiating the price. In order to earn the customer's satisfaction, we were able to work the deal out and Ms. ***** paid only ****** pre-tax for the vehicle including the protection package. So, the customer got the protection package for $1,457 instead of $2,995.
  

  Then in the finance office, the customer bought 6 years of extended warranty and 6 years of maintenance (2 oil changes and 1 Tire rotation per year) in addition to the Tech agreement. (Please find the attached documents with the customer's signature)
  
  As far as the trade-in value, unfortunately the car has a blown Turbo. However, the customer is more than welcome to buy the car back from the dealership for the same value.
  
  Please feel free to reach out to me for any questions or concerns.
  
  Thank you,
  *****************************
  Customer Relations Manager
  ********************** *** of Palatine
  ************************************************************
  Office: ************
  Email: *************
  
  
  McGrath ********************
   ***************************;                                     
   *************, 60035

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21873902
  
  I am rejecting this response because: I would like to have documents showing the 6 yr extended warranty and what is covered.   My mailing address is on file with McGrath.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/17/2024

  To whom it may concern,

   

  We will mail the extended warranty coverage and the Maintenance Plan coverage with detailed explanation for both to Ms. ************************* home address. It may take from 7 to 10 business days to reach the customer.

   

  Please fee free to reach out to me for any questions or concerns.

  *****************************
  Customer Relations Manager
  ********************** *** of Palatine
  ************************************************************
  Office: ************
  Email: *************
  
  McGrath ********************
   ***************************;                                     
   *************, 60035

• Initial Complaint

  Date:05/07/2024

  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.

  I bought a 2018 ******* ******* from Mcgrath **** in Arlington heights last year sometimes in May. This was financed through Ally Auto *************).I was making steady payments for the financed car until sometimes during the year that i was unable to meet up with te payments due to some personal reasons. I had to give the car up for repossession in January 2024, and I got a letter from the financing company that after the car was sold and all outstanding deductions made, I had a cancellation refund of $1, ****** and the cancellation refund payee as mcgrath kia ********* When i contacted Mcgrath **** for my refund, they said **** Auto didnt send them any refund, however, a call baclk to Ally auto confirmed the refund was indeed sent to Mcgrath ************* and teh refund was acknowledged by them as well.

  

  Business Response

  Date: 05/28/2024

  To whom it may concern,

  *** ******* charged us back $1284 for the cancellation of their VSC contract. Attached, the letter from *** with specific instructions to not issue the refund to the customer or *** ******* as theyd be debiting our dealer reserve. 

  Please reach out to me for any questions or concerns,

  Thank you,
  
  *****************************
  Customer Relations Manager
  ********************** *** of Palatine
  ************************************************************
  Office: ************
  Email: *************
  
  McGrath *** of *************
   ***************************;                                     
   *************, 60035

• Initial Complaint

  Date:03/06/2024

  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 was in desperate need of a car primarily for commuting to work and maintaining a steady income. I was notified by Kia ********************** via email and phone that I would be guaranteed a functioning and reliable car I could drive off the lot with after filling out some information. I acquired the vehicle on 01/18/2024 and made a $1000 down payment as well as a $349 monthly financing fee. Ive provided the dealership overall $1349 with the guarantee of a used car that underwent inspections and up to date maintenance and I would not have any problems and if major problem with the car did arise, I wouldnt have to worry as my warranty with the vehicle would cover costs. On February 29th 2024, a little over a month after getting my vehicle, my check engine light started to bling and the driver display screen displayed service stablitrak accompanied with the vehicle shaking and vibrating vigorously while driving and while parked. The engine was making loud noises and working extra hard when I was accelerating. I took my car to the dealership mechanics with confidence I would be covered by my warranty should a major repair arise. Unfortunately, after taking my car in and being told I had to pay $1001 for new ignition coil pack and spark plugs and my warranty did not cover any of these costs which was confusing and frustrating as I was made aware that was the whole point of a car warranty. *** left a message for the sales manager and my car dealer *********************** about this issued but have not contacted me back since they are in meetings. *** talked to the mechanic who diagnosed my vehicle and he told me there was nothing he could do on his end. Also, I was hit with a $170 diagnostic fee when I overheard another customer say hers was $80. I dont know why mine was doubled.

  

  Business Response

  Date: 03/11/2024

  To whom it may concern,
  
  Unfortunately, ***************************** bought the pre-owned car AS IS after having a Pre-Delivery Inspection. The car was working well, and no issues showed. The customer declined all the warranty coverages offered to him by the ******************* Attached, the Declined Coverage Form signed by the customer. 
  Also, spark plugs and Ignition coils are parts of preventative Maintenance, especially if the car has high mileage (****** miles)  . When the customer first came back with his concern, we inspected the car again to find any other issues with the car so we can replace it under the 3 months/3000 miles warranty, we found nothing other than the preventative Maintenance ones mentioned.

  Please feel free to reach out to me for any questions.

  Thank you,

  *****************************
  Customer Relations Manager
  ********************** *** of ********
  ********************************************
  Office: ************
  Email: **********************
  
  
  McGrath *** of *************
   *********************************************;                                     
   *************, 60035

• Initial Complaint

  Date:03/03/2024

  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.

  When I purchased my *** I bought GAP and an extended warranty. I have since sold my vehicle and purchased a new one on 1/1/24. I called the McGrath *** to get the forms needed for my gap and warranty cancellation for reimbursement. The finance manager/ anyone in finance is hard to get a hold of via phone and does not respond to emails. I was finally send the documents needed for me to complete for the refund. I sent all needed forms and signatures back via email and heard nothing. I called 3 times until I could get an answer and I was told they were submitted when I sent them in on 1/8/2024. I was told it would take a couple of weeks to get my check. Two weeks went by, no check. I then made several more call attempts to the finance **** and then someone told me it would be 6-8 weeks to get my check. I am now here on 3/3 with still no check. I have called into the dealership again to try to seek the number of the warranty company to see what is going on and no one will return my phone calls. And I know for a fact the car industry is not so busy that they could not return a voice message for days. I am owed around $2800. That would go a long way for bills and its what I am owed for cancelling my warranty / GAP that I paid for. I need assistance as I feel this dealership is holding my money and I worry I will never receive it. I have cancelled GAP from another dealership in the past and has zero issues and received my money in a timely manner so I know this is not the norm.

  

  Business Response

  Date: 03/19/2024

  To whom it may concern,

   

  The issue has been resolved with the customer. *********************** was fully refunded for the Gap coverage on March 14.

  Please feel free to reach out to me for any questions or concerns.

  Thank you, 

  *****************************
  Customer Relations Manager
  ********************** *** of ********
  ********************************************
  Office: ************
  Email: **********************
  
  
  McGrath *** of *************
   *********************************************;                                     
   *************, 60035

  Customer Answer

  Date: 03/20/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:01/14/2024

  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 purchased a certified pre owned 2018 Kia ******* fall of 2023 for a total out the door priced of ******. Before doing the deal I pointed out the the drivers door handle was missing the key hole cover. The salesman promised me he would have it installed before I bought the car. The deal went past the time the parts department was open so he said it would be sent out to me as soon at they were open. Then weeks went by and I still didnt have it, they said sorry itll be there next week. Then another two weeks it wasnt here and they said sorry that guy doesnt work here anymore that sold the car to you, Im the manager Ill get right on it. Another month went by and I still didnt receive it he said sorry it will be there in a week. Now another month later and they wont return my calls and I still dont have it. It is a micro blue colored driver side door handle key cover. Not asking for a lot come on. Cant believe it came to this. All that matters is they cashed my check I guess.

  

  Business Response

  Date: 01/30/2024

  To whom it may concern,

  I called the customer at 9:04 am today, and left a voicemail. Then I emailed him at 9:55 apologizing and informing him his ordered door handle cover is here and ready. I also, offered the customer to mail the part to him since he lives in *******. Once the customer calls me back or responds to my email, we will mail the part to his address. 

  Please feel free to reach out to me for any questions or concerns.

  Warm regards,

  *****************************
  Customer Relations Manager
  ********************** *** of ********
  ********************************************
  Office: ************
  Email: *************
  
  
  McGrath *** of *************
   *********************************************;                                     
   *************, 60035

• Initial Complaint

  Date:11/29/2023

  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.

  Date of transaction 10/18/2023 My concerns are the cash price listed on the contract was $17,646.07, the advertised price was $15.900. I was told the inflated price was for document fees ($1265.39), even though there is a line item for documentary fees of $347.26.Also, I have a "we owe you" a second key at cost. After a huge mix up at closing, manager ****** said verbally that he would provide the 2nd ********* at no cost. Come to find out days later that the one key that I have in my possession isn't even laser cut to the vehicle, just the key fob is programmed. After several unanswered emails, and phone conversations with managers ****** and **** nothing has been done to address my issues, just promises of correcting the issues. It's been 6 weeks now since the sale, I feel that has been more than ample time to provide me with the owed key and to correct the issue I have with the key in my possession, as well as the concern I have over the paperwork / price.

  

  Business Response

  Date: 01/10/2024

  To whom it may concern,
  
  
  Unfortunately, our Sales Manager ***** no longer works for the company, so **** our current Sales Manager called the customer before Thanksgiving and asked him to bring his car back to the dealership so we can have the first Key laser cut and give him a second key at no charge. The customer asked **** to call him back after Thanksgiving. When he did, the customer did not respond to any of our reaching out attempts. I also tried reaching out to the customer today and left him a voicemail as he did not pick up. 
  
  
  Please feel free to reach out for any questions or concerns.
  
  
  Thank you and warm regards,

  *****************************
  Customer Relations Manager
  ********************** *** of ********
  ********************************************
  Office: ************
  Email: *************
  
  
  McGrath *** of *************
   *********************************************;                                     
   *************, 60035

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 20934354
  
  I am rejecting this response be cause

  Their sales manager has never initiated any conversation with me ever. I was always the one to call on them. When I spoke to the sales manager ****, he said that he would call me to set up a time which he  NEVER did. *** whom is a customer relations manager did reach out to me and was able to have me come in on 01/11/24 and arrange for me to receive the second key as outlined in the we owe document. Unfortunately the manager that they fired gave me a verbal promise to to get the key to me at no charge, even though the paperwork said at cost. When I met *** she initially said there was no cost to me, but then ran out to me before I left in the loaner car that it would only be done at dealer cost.

  My concern with the negotiated price being different then the price on the contract was never addressed to my satisfaction. *** said she was unfamiliar with the contracts and that a sales manage would explain everything to me when I arrived. I was rushed out when I arrived back to pick up my car and was not afforded the opportunity to speak with a manager. If there is any explanation as to the difference in price I would like to have that in writing only, in case I decide to move forward with legal actions.

  I got 1 out of 2 of my issues closed. I guess thats the best Im going to get.

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

  

  Business Response

  Date: 01/18/2024

  To whom it may concern,

  We were able to have the customer ************************* back to the dealership on 1/11. We fulfilled what he was promised by our Sales Managers which was laser cutting his first key for free and getting him a second key at the dealership cost. We also gave the customer a loaner car when he arrived so does not have to wait at all until the keys are ready. 

  Regarding the customer's concern about the price difference, I advised the customer that when he comes back to pick up the keys and drop off the loaner, he can meet with one of our Finance Managers or Sales Managers to go over his contract with him, explain it and answer all his questions. The customer is more than welcome to stop by and meet with a Finance or a Sales Manager within our working hours.

  Please feel free to reach out to me for any questions or concerns.

  *****************************
  Customer Relations Manager
  ********************** *** of ********
  ********************************************
  Office: ************
  Email: *************
  
  
  McGrath *** of *************
   *********************************************;                                     
   *************, 60035
  
  

   

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 20934354
  
  I am rejecting this response because:

  I have asked for this explanation as to the difference in negotiated price versus the contract price. I am asking for this information in writing only. 
  

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

• Initial Complaint

  Date:10/09/2023

  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.

  At the end of December 2022, I bought a lifted 2021 ****** Titan from McGrath Arlington Kia for roughly $44,000+. During the process I was told by both the salesman and manager that the manufacturers warranty was valid and transferable. They provided a CarFax and paperwork to that extent as well. I brought the truck in to a ****** dealer for a recall on the computer system and during the inspection they found a leak in the front outer CV boot and detached sway arm. They informed me that since the lift was done without ****** parts the suspension warranty was no longer valid and that I should contact the dealer that sold me the truck. When I contacted McGrath Arlington Kia, they acknowledged I was told there was a warranty, but there was no way their mechanics would have known they weren't ****** parts. (They say RoughCountry! on them!) They told me there was nothing they would do for me even though it was part of their sales pitch to me. The repair is going to cost $899.00 and they are doing nothing for me, even though they acknowledge they told me that the car had a full manufacturer's warranty.

  

  Business Response

  Date: 10/27/2023

   

  To whom it may concern,
  
  
  Normally, we sell the preowned cars as they are. The suspension lift is physically so clear that the customer knew it is installed. So, he agreed to buy the car after he saw it and test drove it too. 
  Also, after checking the contract for this sale, we noticed that the customer was offered coverage plans, but he declined. However, when the customer purchased the car, it was eligible for manufacturer's warranty on the remaining parts other than the suspension system due to the lift which was physically clear as explained above.
  
  
  Please do not hesitate to reach out to me directly, should you need any further information.
  
  
  Kind regards,

  *****************************
  Customer Relations Manager
  ********************** *** of ********
  *******************************************************
  Office: ************
  Email: **********************
  
  
  McGrath *** of *************
   *********************************************;                                     
   *************, 60035