Complaints

This profile includes complaints for Willowbrook Ford/Kia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Willowbrook Ford/Kia

  7301 S. Kingery Hwy. Willowbrook, IL 60527-5535

• 

  Willowbrook Ford/Kia

  7335 Kingery Hwy. Willowbrook, IL 60527-8800

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:04/04/2025

  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.

  On March 17th my husband and I took our vehicle in to Willowbrook Ford due to issues with our transmission. It is now April 4th and our vehicle is still not ready. We were given multiple deadlines that just keep getting longer and longer with no explanation. My husband called yesterday (4/3) to ask if our car would be ready today (4/4) as that was the last deadline we got. We were told by the verbal manager, *****, he had no idea what was going on with our vehicle, but hed find our first thing in the morning and give us a call back by 10am. That call never came. My husband then called the service manager this morning to check when wed collect the car. He was dismissed and told the car would be ready whenever they were done with it, but that wouldnt be today.. and the service manager hung up on my husband after that. My husband then called the general manager and the general manager lied and said he never told us hed call us back. My husband then tried getting clarification on what is happening with our vehicle and the general manager couldnt tell him. My husband proceeded to explain how much money weve had to spend on rentals and the general manager *****, then said I dont care how much youve spent, that is not my problem. I dont have time for this and also hung up.

  Business Response

  Date: 04/22/2025

  This customers complaint has been satisfied by the dealer. 

• Initial Complaint

  Date:03/24/2025

  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.

  Dealer has been unresponsive and misleading while in possession of personal vehicle Brought in Friday morning 3/21 **** service advisor called Friday afternoon, Diagnosed with problem, given price $700+ to fix Called **** back to clarify billing 3:58pm Put on hold by ***** for 4 minutes, was told **** gone for day and service closed at 4pm to call service next day theyre open ************** Saturday am 3/22 , **** is not in, to reach out to him at 7am Monday 3/24 Requested a service advisor to call us back Saturday, never received call. All we need is price clarification Called Monday morning 7:22 **** is not in yet, call later Called 3 hours later, told **** will not be in and will have to return 3/25 to speak with him Asked them to just forget it and have our car ready for pickup, which they told us will not be possible we have to wait for him tomorrow

  Business Response

  Date: 04/09/2025

  ****,

  Thank you for your explanation of what happened when you were in for service. Please contact me at ************ I would like to Speak to you more about this matter. 

  Thank you

  ***** Zawarus 

  General manager. 

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 own a 2020 **** Ecosport there was a recall on all ecosports regarding the engine I got my car towed to this dealership 7/3 after spending $2000 on rentals due to **** dealerships not supplying any loaners and leaving you without a car I spoke with ******** in service and he assured me I would have nothing to worry about and once my car got looked at and approved **** will provide me with a long term rental that was done! But at some point with the long term rental **** Stopped paying for it and put a hold on my credit card for $480 I was told my enterprise once the hold fell off that that had happened and was never informed by **** Willowbrook/Kia had my car for 5/6 months waiting on a part that was on back order until first quarter 2025 I get a call from *** 11/7 regarding that my battery died ON SITE that I had to pay almost $600 for the battery out of pocket and **** wasn't covering any of the recalls battery dying. I am 28 and a single mother I needed to plan for that but I was giving a week to get my car towed off their lot and 24 hours to return the long term rental if I wasn't going to pay for them to fix my car I pick my car up 11/9 perfectly fine on 11/12 my check engine light came back on giving me a warning that the power train ************************* light came on I brought the car back same day ******** and the tech that worked on the car cleared the codes and said that was a mistake and if it came back on then to bring the car back in 11/15 I get another check engine warning about my engine cooling system Now there's another check engine warning sign that my vehicle start/stop feature is not operating as expected which is causing my car to stop during traffic and during stop lights causing the engine not to flip back over I informed the dealership of this and they told me to bring my car in But I informed them that I need to take my daughter to school and I need to get to and from work but they refuse to supply me with a loaner.

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2021 *** ********* is consuming/burning oil at an alarming rate. The car has approximately ****** miles on it and this issue has been ongoing. We finally took the vehicle to Willowbrook *** after being brushed off by *****************. Willowbrook *** at least did an oil consumption test and the results were that the vehicle was consuming more oil than is normal. I was then advised that they would speak with *** corporate/engineers about the next step and would require all my service/oil change records. I have records for all oil changes after ****** miles but I do not have the records for the first two oil changes from 0-******. According to Willowbrook *** this is why *** corporate will not honor my warranty and fix the issue/replace engine. I was advised by Willowbrook *** to speak to *** Customer Assistance who I then did. I was then advised by *** Customer Assistance that the decision to not fix the vehicle was not theirs but the dealerships. It is abundantly clear that *** does not wish to honor its 100,000/10 year warranty.

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 december 2021 I purchased a vehichle at *** dealership. It was a brand new 2022 ********* vehicle. Now it has 6 recalls on it. It is not even 2 years old. I contacted the dealership rearding these recalls and they informed me that it would take several days to fix, however they do not offer loaner vehicles for the inconvenience. I dont understand how I have to get a car rental when it is not my fault regarding lemon vehicle I was sold. they do not offer a reimbursement. I feel they sold me a defective vehicle

• Initial Complaint

  Date:12/18/2023

  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.

  Left a one star ****** review for there service department. Upon trying to schedule a service appointment months later was told we will no longer service your vehicle based on a one star review that was rightfully left. Is that legal?

  Business Response

  Date: 01/04/2024

  ****,

  The dealership has no issue in servicing your vehicle for any Factory warranty or factory recall service. If you have any further questions you can contact myself at ************. I am sorry for the confusion. Thank you. 

  ***********************;

  General Manager 

   

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2020 ************* in July of 2019. I maintained the car through *** dealerships and have kept up with scheduled maintenance. The vehicle is still under warranty and is burning oil. When this happened, I would take it in, and they would require me to pay for oil consumption tests that did not diagnose the problem, and the car wouldn't notify me that there was no oil in the car. After 3 undiagnosed consumption tests, I took the car in for an oil change on September 14th with rattling. The technician checked the oil, and there was no oil in the vehicle or oil warning light. I had only driven about **** miles since the last oil change. The technician, *******************, told me they would keep the car and contact *** corporate to file a claim. On Sept. 18th, *** notified me that *** corporate wanted me to pay $925 to have the engine taken apart to prove that there was no negligence. I informed him that I've established that there's no negligence because I had gotten the scheduled maintenance and other services. I have only had the car serviced at *** dealerships, and the vehicle is not giving notifications that there is low oil or that something is wrong with the engine and the vehicle is still under warranty. He asked me if I would be willing to email all my maintenance records and if he would submit the documents to *** corporate. I emailed the records on Sept. 20th with my service contract. I contacted *** corporate customer service on Sept. 19th and 27th. I was told that they are waiting to hear back from the dealer. I was put on hold while the representative contacted the dealer; she was also left on hold. I called twice on Sept. 26th to talk to *** but have not heard back. I emailed ***************, the Service Director, on Sept. 20th, 22nd, and 26th and am still awaiting a response via email. I reached out to him via text message, explaining that I could not contact ***; he apologized and told me that he was out of town and would not be back until Oct. 2nd.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  And I brought my car in for a recall on a *** module. I scheduled the appointment and I brought the car in and when I did, they told me it was going to take 2 to 3 days. They called me this morning telling me that the *** module was fine, but there were other issues with my vehicle and they are trying to charge me for the diagnostic that they had to do in order to determine that there was nothing wrong with the ***. I was never told that I would have to pay for a diagnostic prior to this being done. Now they are charging me and I am not able to pick up my car until I pay the $170. I have contacted for consumer affairs as well.

  Business Response

  Date: 09/18/2023

  ********,

  **** will not cover the cost of the diagnostic if the code for the module is not saved in the vehicles  computer. While the letter from **** is vague it does state this. I am sorry for the inconvenience and am willing to refund you half of the $170 bill. Please let me know if this is satisfactory. Thank you.  

  Customer Answer

  Date: 09/19/2023

   
  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.
  
  ******************************************************

  Customer Answer

  Date: 03/18/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Hello my name is ***************************. About 7 months ago I put a complaint in that still has yet to be resolved. The original complaint number is #********. The Willowbrook ford facility still has yet to send me a check for the amount listed in the complaint. I did get in touch with them and nobody had any idea of what I was talking about but then finally agreed to send the full amount of $170 to my home address. That was over 2 weeks ago and when I tried to get in touch with them to make sure it was sent to the correct spot they hung up on me after we figured out it was sent to the wrong address and now will not return any calls. I really need someones assistance as this should have been resolved months ago.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/24/2023

  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.

  We purchased a car on May 12th 2023. At the time the sales man **** said that they only had 1 key for the car the second key was in a maintenance employees lockbox and said he would call the following day ti tell ** how they will get ** a key. We waited for them to call ** until today 5/24. Today I called spoke with **** who said he would call me back. Never did @ 642 I called back spoke with a manager who said he would call me back never did called @803 salesman who answered said everybody was gone for the night. I said I would like a call back he said not today. I said that I would be filing a complaint with better business bureau. His response was go ahead.

  Business Response

  Date: 05/30/2023

  Spoke to customer and came to a resolution. 

• Initial Complaint

  Date:03/29/2023

  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.

  They won't contact my warranty provider and resubmit my maintenance records t6get my engine replacement.

  Business Response

  Date: 03/30/2023

  Willowbrook Ford/Kia submitted oil change documents twice on behalf of ******************* for an engine replacement. Both times ********** the claim because of sludge in the motor. *** has advised the customer to go back to his originating dealer that the vehicle was purchased from and see if they are willing to help him. Willowbrook Ford/Kia followed the submission process as required by ********** *******. Willowbrook Ford/Kia is not the originating dealer and is unable to do anything further. 

   

  Thank you

  ***********************;

  General Manager

  Willowbrook Ford/ Kia