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:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a vehicle and tried to return within 15 days and under 500 miles. Due to problems with vehicle.Schaumburg KIA. ************** Please call my number listed.

  

  Business Response

  Date: 04/23/2025

  On May 15, 2024, *** ******** purchased a pre-owned vehicle from our dealership. The vehicle in question had ******* miles at the time of sale and was purchased AS-IS, with no warranty, which was fully disclosed and acknowledged at the time of purchase. *** ******** paid a total of $5,000 out-the-door (OTD), reflective of its age, mileage, and condition.
  Prior to delivery, the vehicle was inspected and confirmed to be in working order, including the engine, transmission, and all major mechanical components. *** ******** himself submitted Repair Orders confirming that the vehicle was fully operational upon delivery.
  Approximately 10 days after the purchase, on May 25, 2024, *** ******** returned with a concern related to a TPMS (Tire Pressure Monitoring System) sensor. Although the vehicle was sold AS-IS and this concern arose beyond the limited 5-day / 500-mile implied warranty period under Illinois law, we voluntarily covered the repair as a gesture of goodwill.
  At no point or anywhere as part of the transaction, was there a promise or representation that he can get his money back under 500 miles, this is 100% a fabrication by *** ********. 
  Several months later, and nearly 900 miles after delivery (at ******* miles), *** ******** returned with engine-related concerns. At that time, the vehicle was left at our dealership and has remained abandoned.
  Additionally, *** ******** attempted to submit a claim for aa different unrelated vehicle than whats on this compalint (an older *** model not purchased from our dealership) for coverage under ***s engine recall program. Unfortunately, he has not been able to provide *** with the required maintenance records necessary to validate eligibility for recall coverage. This determination is made solely by the manufacturer (*** ************************ not our dealership.
  We understand that automotive repairs and mechanical issues can be frustrating. However, in this case, the facts clearly show that:
  *** ******** knowingly purchased a high-mileage, low-cost vehicle in AS-IS condition.
  The vehicle was delivered with all major components operating.
  A post-sale concern was addressed at no cost to *** ******** as a courtesy.
  The vehicle has since been driven nearly 900 miles before any major issue was reported.
  A separate vehicle not purchased from us is not eligible for recall coverage due to missing documentation.
  Since this complaint *** ******** is now in talks with our dealership about trading in his vehicle and leasing a new one. 
  If you have any questions, please let me know.
  Sincerely,
  
  ***** *****
  
  General Manager
  
  Schaumburg Kia
  
  ****************
  
  Schaumburg, IL 60173
  
  ******************************
  
  ********************************************************************************** - email
  
  *************
  
  ************* - fax

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle Jan. 23rd at Schaumburg Kia and was told that the sales manager ******* said they were placing the vehicle in service to fix everything that needed to be fixed on the vehicle. After about ***** days of having the car it started to run loud called Schaumburg Kia they told me to bring it in took it in & they didn't want to fix it & told me it would be $1,040 to replace the muffler called the sales manager as I was instructed to do to see if they could fix it even though i had the car a little over 30days because everything was supposed to be fixed when purchased. Been calling ******* the Head sales manager & she never returned my call & the other sales manager **** was very nasty and rude so I had to pay out of pocket. 

  

  Business Response

  Date: 04/16/2025

  Thank you for reaching out and for giving us the opportunity to address your concerns regarding your recent vehicle purchase from Schaumburg Kia.
  
  We understand how frustrating it can be to experience any mechanical issues, especially so soon after a purchase, and were sorry to hear that your experience hasnt met your expectations.
  
  After reviewing the details of your transaction, including the signed documentation, we confirmed that the vehicle was sold with nothing owed. Attached is the We-Owe form, which you acknowledged at signing, indicates that there were no outstanding repairs or commitments due after the purchase.
  
  While we do our best to ensure that vehicles are inspected and in working order prior to delivery, an as-is purchase means that the buyer assumes responsibility for any future repairs. We regret that we could not assist with the muffler repair after the sale, but we hope you understand the limitations based on the terms of the agreement.
  
  We truly value all of our customers and appreciate your business. If theres anything else we can assist with or if you have questions about maintenance or service options in the future, please dont hesitate to contact us directly.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  Date:03/17/2025

  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.

  Nonstop marketing mail, emails, text messages, phone calls at all times of day and my data being sold to third parties on behalf of Schaumburg Kia.

  

  Business Response

  Date: 04/11/2025

  Schaumburg Kia has unsubscribed Mr. ***** from all future communications. While we did not have a record of a prior request to unsubscribe, we have taken immediate action to ensure he no longer receives any further messages from us.
  
  We sincerely apologize for any inconvenience this may have caused.

  Thank you,

  ******* ****

  HR Director

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

• Initial Complaint

  Date:02/13/2025

  Type:Order 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 went to the dealership to buy a car, and everything seemed fine at first. I was supposed to finance the vehicle through ****************, but they werent able to issue the check because the people who handle that were unavailable. While waiting for that to get sorted out, the dealership ended up pushing my contract through a different finance company without my approval. As they did have another contract written up so I could take the Jeep until my credit union was able to provide the payoff. They called me on Saturday January 18th and told me that they are going to be forced to push it through, and when I told them **** from BCU called me and as mentioned the two people that could cut the check where out sick that day. On top of that, there was an issue with the extended warranty they added to my contract. I asked for more details about what it covered because I wasnt sure I wanted it. However, the dealership delayed getting back to me with the information I needed, so I couldnt make a decision in time. By the time I finally got clarity, it was too late to remove the extended warranty because the financing had already gone through. And I had to contact the extended warranty company with my policy number to see what was covered based on what the dealer said, and a lot of it was not covered so that caused a delay, as I could have had the check by Friday January 17th. In the end, Im stuck with a loan through a finance company I didnt choose and pay for an extended warranty I wasnt able to opt out of. All of this happened because of a lack of communication, delays, and decisions being made without my consent. And now I have to deal with refinancing the load with my credit union and go backward on all the paperwork and everything.Down Payment $5000, traded a vehicle at $2500, and the final loan was $32,877.88 when it should have been $30,196.60 financed with my credit union. Now the extended warranty company has to cut me a check too on everything. 

  

  Business Response

  Date: 02/17/2025

  Thank you for bringing this matter to our attention. We take such feedback seriously and would like to clarify the situation regarding this vehicle transaction.
  
  Firstly, the statement that the customer made regarding that we proceeded without there consent is entirely inaccurate. When this customer initially visited our dealership, we were unable to deliver the vehicle until we received the necessary BCU check. Despite this, the customer expressed a strong desire to take delivery of the vehicle. To accommodate him, we offered a backup contract option with the understanding that the *** check would need to be provided within a maximum of three business days.
  
  After five days without the check, ***** our Finance Manager communicated to him that we would move forward with the backup contract. It is important to note that he contacted *********** and instructed them not to fund the deal. After several discussions involving the customer and ***********, this customer returned to our dealership to re-sign the agreement with ***********, which included completing a welcome call interview to confirm his acceptance of the financing terms.
  
  The complications that arose during this process stemmed from the fact that customers initial approval (with ***) was based on $5,000 in trade equity, which we later discovered was not registered in his name. We understand that this situation may have caused him frustration, particularly regarding his ability to refinance with ***. However, it is essential to clarify that he was never forced into any decisions regarding the contract, the vehicle, or the *************** Contract (VSC). 
  
  We have maintained thorough records of our communications, including weeks of text messages, which confirm our account of the events. We strive to ensure a transparent and fair process for all our customers and are here to assist with any ongoing concerns.
  
  Sincerely,
  ***** *****
  General Manager
  Schaumburg Kia
  ****************
  Schaumburg, IL *****

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2021 *** ******* spring 2024 Purchased extended warranty through ***. The Vehicle was totaled in November 2024 Was informed by *** that I should receive >2k back in cash from the unused warranty **** sales told me to reach out to *** finance department)While filing the cancelation for the warranty there are multiple questions on the form that are unclear (the specific warranty I purchased is not listed clearly), and I was again directed to ask *** finance as they offered and sold me this warranty I have called 1/14/25 four times 1/15/25 one time 1/17/25 twice 1/21/25 twice 1/23/25 twice And multiple times in December 2024. I have left messages. Been told by secretary they were waking my phone number and name to finance, with no call back. I am currently paying in a warranty that I cannot use and was told if the car was totaled to cancel with the finance department. The car dealership is 53 minutes from my apartment. ***** ***** is the finance representative who sold me the warranty. ******* is the general manager. Both have been contacted, ***** has been contacted upward of ten times with no response. Their phone number is ************ The address has changed and is **************************************************************************

  

  Business Response

  Date: 02/06/2025

  I apologize that you have not been able to get in touch with our finance department. To cancel your warranty, please visit ********************************************* and complete the basic warranty cancellation request.

  If you have any questions or need further assistance, please feel free to reach out to our General Manager, ***** *****, at ************ or **********************************************************************************.

  Thank you, and please let us know if we can assist you further.

  Thank you,

  ******* ****

  HR Director

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

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to salesman **** via text message regarding two vehicles the dealership had for sale. As I was driving from out of town I specifically asked about the vehicles condition including if the vehicle had been smoked in. He informed me both vehicles were service loaners and had not been smoked in. With only ***** miles on it and the salesperson assurances we were satisfied with a short test drive where the smell of smoke was not apparent. After driving the vehicle for a couple days running the heat it became obvious that there was a strong smoke odor. I tried many times to reach a manager without success. Despite being polite the salesman stopped responding to my text messages even though I acknowledged the vehicle could not be returned and offered several other options to keep me as a satisfied customer.

  

  Business Response

  Date: 02/06/2025

  Were sorry to hear that you were not fully satisfied with your purchase. Our goal is always to ensure a positive experience for our customers.

  That being said, we are pleased that we were able to work with you to trade out of your previous vehicle and into a new one. We appreciate your business and hope you are enjoying your new vehicle.

  If theres anything else we can assist you with, please dont hesitate to reach out.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 02/07/2025

   
  Better Business Bureau:

  Following my complaint I was contacted by the business and they did work with me on a satisfactory resolution. They bought the vehicle back from me for $1,000 less than they sold it to me. Unfortunately they did not have a satisfactory used vehicle so I did have to purchase a new one that added over $4,000 to the final cost I paid. Im not 100% satisfied with my experience, but I am grateful they worked with me and I would agree that I am mostly satisfied with the outcome.

  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:12/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a vehicle from them 2/21/2024 I purchased bumper to bumper warranty as well with them 4 months later my motor went out on my vehicle I filed a claim with the warranty insurance and they denied my claim i contacted *** for assistance and spoke with Finance manager Kamari and *** and he requested I send all proof of all documentation regarding this issue and I emailed all documents supporting my claim I have not heard any update on this issue for weeks. I have been calling and leaving voicemail with managers as well as the Finance managers no one will answer there phone or returning calls or emails. I am really upset by this because I am still have to pay on this vehicle that i cant drive and *** is not giving me any assistance with this issue and this is not my fault I feel like I was sold a bad car and they are not trying to fix this vehicle I have 3 daughters and a single mom and I have been without a car for 6 months almost because of this.

  

  Business Response

  Date: 12/27/2024

  I want to apologize for any inconvenience this situation may have caused. Upon reviewing our records, we do not have any documentation of your vehicle being brought to Schaumburg Kia for service.
  
  It appears that the claim was denied at another location. To assist you further, could you please provide any paperwork or documentation from the location where the vehicle was taken for repair? This information will help us better understand the situation and determine how we can assist you. You can reach out to ***** *****, General Manager at ************.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22624648
  
  I am rejecting this response because:
  
  Sincerely,
  
  Kelana ******

• Initial Complaint

  Date:11/07/2024

  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 went to this dealership due to engine light issue and my car was still under warranty. They did not have loaner for me so ***** ****** the technician who was assigned to my car advised me to get a rental and they would guarantee a reimbursement for however long I had the rental. After they had supposedly fixed my car they tried to blame me for the what they said the issue was from the engine light. They blamed me for putting bad gas in the car and tried collecting a fee even though the tech. ***** made me aware I would not have known the gas was going to be an issue. After I picked up my car with my husband he then informed me due to multiple visits and issue with my car they were going to go ahead with my reimbursement. After multiple phone calls to get updates with my check he could not be bothered to call me back. It was a joke trying to get a hold of the service Mgr. ****** He would never return any calls and was supposedly never available. After calling *** corporate the *** read me an email ***lied back from the service Mgr. who couldnt be bothered to call back a client. He said due to the findings of my car at the 3rd time I brought it in they would not be reimbursing me. I went on to tell her that his technician said otherwise. ***** the tech said he did fill out the reimbursement paper and was waiting to get approval to release the check from corporate but I would be getting the check. So as he promised I want what is owed to me.

  

  Business Response

  Date: 11/18/2024

  The vehicle was inspected by our certified technician, with assistance from ************ *******, to confirm that the issue was due to fuel-related concerns. This type of concern is not covered under warranty, which means the manufacturer will not participate in rental assistance coverage. However, as a dealership, we have approved a goodwill check request for the customer in the amount of $245.00 to support customer satisfaction (copy of check attached).

  Attached are the findings from Kia ******* and the on-site field technician. If you have any questions, please reach out to our General Manager, ***** ***** at ************ or **********************************************************************************.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 11/23/2024

   
  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:09/24/2024

  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.

  06/19/2024 I bought a car at *** Rohrman *** Schaumburg I was given a temporary permit expired on 9/18/24 9/16/24 I reached out to DMV to ask how to renew temporary permit, I was made aware this day that the vehicle is not under my name. Same day I reached out to *** dealership and was told they cannot do anything about it and we can still use the car even if the permit was expired and wait for the plate and go to DMV to have it corrected.9/20/24 I went to DMV and was advise by DMV that they did not receive the registration from *** Dealership and I cannot renew the permit as it was registered under different name. My name is **** ******* ***** but the Vehicle was registered under **** ******* ****** Same day I went back to *** to correct the name with the registration. They gave me a paper work just white out the wrong Name and make me feel like I'm a fool they correct it in the photocopy paper and advice again to go to DMV 9/23/24 We went to DMV and show the paperwork(whiteout corrected by ***) ***** DMV wont accept as the registration in the system is not the same name. i was advised by *** that *** should rectify the registration 9/24/24 We went back to *** and informed what the *** told us. *** specifically mentioned they cannot do anything with regards to the wrong registration they made. I am in the middle and I don't know who will i believe in. Same day I called the Bank where i get the Loan and was told that *** should correct the name and Bank did not receive any documents, Bank reached out to *** and haven't heard anything from ***. I don't know what to do anymore I cannot use the car I just bought.    

  

  Business Response

  Date: 10/28/2024

  This deal dates back to June-July, during the time of the cyber-attack, which required us to handle transactions manually and send them to the state. Unfortunately, this caused significant delays for many customers who purchased vehicles around that time.
  
  In reviewing the deal, it was found it had been recorded under an incorrect last name, ***** instead of *****.
  
  ******, our License and Title specialist spoke with Mrs. ***** on October 10, 2024, to address the plate issue. She mentioned that she visited the state police, who issued her a 90-day TRP so she can continue driving her vehicle. I explained the reasons behind the delay, and while she was understandably frustrated, she now has a clearer understanding of the situation.
  
  Mrs. ***** has our License and Title Specialist contact information if she has any questions. 

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  Date:08/16/2024

  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 purchased a 2025 Kia ******** SX from this business on 15th August around 8PM. I was given only one key to the vehicle and was told that the the service guy who had the key has gone home and they will know where the second key is the next morning. I agreed and went home. The next morning around 10:30 AM I went to their dealership to inquire about the second key. They said they are still trying to find it and if they couldn't find it they will order a new key. However, even after repeated follow *** throughout the day they didn't order a new key. They have refused to let me know when they will order a new key. They are dodging my questions and are behaving suspicious. How can I sleep at night when there is a second key which is somewhere outside. My vehicle is at the risk of being stolen. I suspect something nefarious going on in the dealership. They may be planning to steal my car. I am really concerned about my car.  

  

  Business Response

  Date: 09/12/2024

  I want to sincerely apologize for any inconvenience you may have experienced regarding the extra key for your vehicle. After reviewing our records, I can confirm that Schaumburg Kia did provide the extra key, and you picked it up on August 19, 2024.
  
  If you have any further questions or need assistance with anything else, please dont hesitate to reach out. Were here to help.
  
  Thank you for your understanding.

  Thank you,

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

  HR Director

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

  Customer Answer

  Date: 09/12/2024

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