Complaints

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

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  Kia Store East

  7301 New La Grange Rd Louisville, KY 40222-4811

• 

  Kia Store East

  PO Box 22247 Louisville, KY 40252-0247

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2025

  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.

  I took my vehicle to Kia Store East for an oil change and full interior/exterior detail on March 20th. After the first detail, I immediately noticed dirt, grime, and residue left behind, along with visible scratches and rear car seat anchor compromised, creating a a safety hazard. Following the second redo (3/21), my vehicle sustained even more severe damage, including leather deterioration, seat panel tears, fraying, and interior fabric damage. A third-party inspection confirmed over $8,000 in damage and significant depreciation of my $17,000 vehicle. Effects my equity on my loan lease. I have extensive evidence documenting the dealership’s negligence, including photos, receipts, and written documentation of conversations with service advisors and management admitting to the damage and expressing concerns about the chemicals used. Despite multiple complaints, the dealership failed to properly clean or repair my Kia or provide appropriate compensation. Additionally, the dealership failed to notify me of two active safety recalls on my vehicle, which is a serious breach of their duty of care and a potential safety risk. Third party pointed out chemicals left on carpet. Failure to properly use cleaning agents, leading to damage. Kia Customer Care documented the details but informed me they cannot escalate further due to the dealership being independently owned. Their negligence, breach of contract, and lack of accountability have caused significant financial damage, emotional distress, and ongoing inconvenience. Still have not received a full refund! $120 is still left. -I have over 100 photos of extensive evidence. Due to the limits on this website, only highlighted a few due to limit.- I am seeking $1,000,000 in compensation, including full repairs, lifetime perks, and damages for the financial loss, safety risks, and emotional suffering caused by their incompetence and failure to uphold proper service standards.

  Customer Answer

  Date: 03/27/2025

   Thank you for your message and for assisting in the process.
  
  
  I understand that seeking $1,000,000 for compensatory or punitive damages is beyond the scope of your services. I would like to proceed with requesting the remaining $120 refund as part of the resolution for my case, as this amount is still owed to me.
  
  
  In addition to the refund, I am requesting that the business be held accountable for the necessary repairs to my vehicle, including those related to the damage caused by the service, as well as any associated costs required to restore the vehicle to its proper condition. These repairs were outlined in the third-party inspection, which estimated significant damage and depreciation to my vehicle.
  
  
  Furthermore, I will be exploring legal options with an attorney regarding the larger compensation and damages, including but not limited to the financial loss, vehicle depreciation, emotional distress, and the ongoing issues related to the negligence and safety concerns.
  
  
  I appreciate your continued efforts in pursuing this refund and repairs for me and will follow up accordingly as I move forward with seeking legal representation.
  
  
  Thank you for your assistance.
  
  
  Best regards,
  
  

  Business Response

  Date: 03/27/2025

  On 03/20/2025, Kia Store East performed a full detail on ******* ******* 2024 Kia Seltos per *** ******* request. Upon receiving the vehicle back, *** ***** informed the staff that she wasn't satisfied with the detail received and she also mentioned damage to a seat anchor in the rear drivers side seat. The Service Manager agreed to refund $130 from the detail expense, redo the detail in full and fully replace the drivers rear seat back cover as a good will gesture. Once ******* received the detail back for the second time, she notified our dealership of her dissatisfaction with the detail again. We would be happy to reimburse *** ***** the additional $120.00 as she requested as a goodwill gesture for final resolution of her concerns.   As stated she believes that her Seltos is worth $17,000.  We can appraise it, and if we can confirm that value, we would be willing to purchase her vehicle as is.  Of course if *** ***** decides to take any legal action, we will consider this complaint closed and refer to our legal team.

   

  Customer Answer

  Date: 03/28/2025

  
  

  Response to Case *********** – Unsatisfactory Resolution from Kia Store East

  
  

  Dear BBB **** **** *****

  
  

  Thank you for your message regarding my complaint against Kia Store East. After reviewing their response, I must inform you that their offer is unsatisfactory and does not resolve the issue.

  
  

  First and Foremost: My Vehicle is NOT for Sale

  
  

  To be absolutely clear: my vehicle is not for sale, and I have no interest in Kia Store East’s offer to purchase it. This complaint is solely about obtaining full compensation for the significant damage and financial loss their dealership caused—not about selling my car.

  • Their suggestion to purchase my vehicle is entirely irrelevant, inappropriate, and dismissive of the core issue: the substantial, documented damage inflicted on my property.

  
  

  Reasons for Rejection:

  1. Breach of Contract and Inadequate Compensation:

  • The $120 goodwill refund offered does not come close to covering the significant damage or reflecting the financial loss I’ve incurred.

  • My vehicle’s damage includes tearing, peeling, and chemical deterioration of the leather seats, as well as damage to the child seat anchor—a safety concern.

  • This $120 refund should have been processed immediately after the second detailing failure—without hassle or negotiation—as it represents only the basic accountability that was expected, not a goodwill gesture.

  • The dealership’s failure to properly perform the detailing service and the resulting damage constitutes a breach of contract, as the services rendered were incomplete, substandard, and harmful to my vehicle.

  2. Failure to Complete Work and Breach of Contract:

  • Despite promises, my vehicle was returned incomplete and in a filthy condition.

  • Key areas such as the engine bay and trunk were left untouched and not properly detailed, even though they were part of the original service agreement.

  • This failure to fulfill the contracted service a second time is a clear breach of contract, as the dealership did not meet the agreed-upon terms and failed to deliver the promised services.

  3. Negligence and Lack of Communication:

  • Kia Store East has failed to respond to my repeated attempts to communicate.

  • I have left multiple voicemails, made in-person visits, and directly requested that service advisors have management contact me—yet I have received no call back.

  • When I dropped off my vehicle for the second detailing, I informed Ross of the damage to the child seat anchor, which had been undamaged prior to the service.

  • On two separate occasions, two service advisors confirmed that a replacement part had been ordered for the damaged anchor. No timeline given.

  • Their failure to address and repair the safety issue in a timely manner with a timeline, despite their own staff confirming the damage, demonstrates gross negligence in handling this matter.

  
  

  Additionally, I would like to highlight that the damaged child seat anchor is located on the same side of the vehicle that was the most dirty and unfinished after the first detailing service. I have documented photographic evidence of the dirtiness on that side, which further correlates with the damage to the child seat anchor.

  • Notably, the replacement part was only ordered after I had to bring up the damage a second time—demonstrating that Kia Store East failed to properly inspect or address the issue during my initial complaint, despite the visible signs of damage.

  • This oversight is not only a failure in the quality of service provided but also directly links the damage to the improper handling of my vehicle during the detailing process.

  
  

  4. Failure to Acknowledge and Address Safety Risks:

  • In addition to the child seat anchor damage, a service advisor confirmed the improper use of chemicals that led to the deterioration of my leather seats.

  • A third-party vendor further verified this by documenting discoloration, peeling, and progressive degradation from chemical misuse and dilution.

  • The dealership’s careless application of damaging chemicals without proper quality control demonstrates negligence and a failure of due care, resulting in permanent damage to my vehicle.

  5. Ongoing Interior Degradation and Depreciation:

  • Due to the improper chemical use, my vehicle’s interior is now at risk of progressive degradation.

  • The third-party vendor estimated that the damage to the interior alone exceeds $8,000 in repair costs.

  • They specifically warned that the peeling, discoloration, and fraying will worsen over time—especially with exposure to humidity and daily wear.

  • This not only reduces the vehicle’s resale value but also significantly increases the long-term financial impact.

  
  

  Additionally, I would like to note that's a third-party vendor pointed out that chemicals left on the carpet have rendered it rock hard and unresponsive, further evidencing the careless handling of my vehicle. This damage to the carpet not only contributes to the progressive degradation of the interior but also significantly diminishes the vehicle’s resale value. I have documented this damage with photographic evidence, which further supports the overall negligence in the detailing process.

  
  

  6. Broken Promises and Negligence Regarding Inspection:

  • Sydney, the service manager, previously stated that she, along with the regional/general manager, would personally inspect my vehicle to ensure it was returned in pristine condition before releasing it to me.

  • Despite this promise, the vehicle was returned incomplete and with additional damage, further eroding my trust in the dealership’s commitment to customer satisfaction.

  
  

  Kia Corporate’s Involvement:

  
  

  I would also like to note that Kia Customer Care has fully acknowledged the severity of the damage and the dealership’s role in causing it.

  • On March 24, I contacted Kia Customer Care to file a valid complaint, and a workmanship complaint was made.

  • I was informed that the service advisor and the regional manager would be notified of this issue.

  • Kia Customer Care has documented the physical damage, depreciation, and safety concerns, and they referred me to the BBB Auto Line as the appropriate channel to escalate this matter.

  • Their acknowledgment of the dealership’s negligence and the need for corporate intervention further validates the legitimacy of my claim.

  
  

   Request for Resolution:

  
  

  Given these factors, I am requesting:

  • Full reimbursement for the damage caused to my vehicle, including the cost of repairs and compensation for depreciation.

  • Compensation for emotional distress and time lost due to the poor handling and lack of communication.

  • A proper resolution for the safety issue regarding the child seat anchor, and for all other damaged areas of the vehicle to be repaired or replaced as necessary.

  • Lifetime perks to rebuild trust with Kia, including:

  • Free lifetime oil changes.

  • A new set of high-quality tires.

  • An 80,000-mile or lifetime tire warranty.

  • Complimentary detailing services twice a year.

  • A written assurance of non-retaliation: Confirmation that Kia Store East will not engage in any form of retaliation or discriminatory treatment against me for exercising my rights as a consumer and filing this complaint.

  • Additional service discounts or loyalty perks to acknowledge the significant financial loss and frustration caused by this incident—at no cost to me.

  
  

  I would appreciate the opportunity to work with you further to reach a fair and reasonable resolution. Please let me know how we can proceed with this matter.

  
  

  Thank you for your assistance in resolving this issue.

  
  

  Sincerely,

  ******* ***** 

  Additionally, I would like to bring to your attention that, during this process, I discovered two safety recalls on my Kia vehicle that I was never notified about. These recalls were uncovered through my own research, and I find it concerning that Kia Store East has not proactively informed me about them. This lack of communication regarding critical safety issues only compounds my frustration and the growing sense that the dealership has not fulfilled its obligations to me as a customer.

  
  

  Business Response

  Date: 03/28/2025

  In response to complaint *********

  After reading *** ******* rejection we have decided to rescind any and all offers made to her.  Our ultimate goal is to serve our customers at the highest level, but we feel there is no realistic resolution to her concerns.  We wish *** ***** the best of luck and consider this complaint closed. 

  ****** ****

• Initial Complaint

  Date:03/14/2025

  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.

  November 19, 2024 I purchased a used Hyundai from Kia store East. I got approved for financing and needed to put down $3000 to make the deal. I was able to drive off the lot because I had car insurance without paying that $3000 that day but under the conditions that I would return the following Saturday to pay the money. My guy friend loaded me $2,000 and I had $1,000. He went into Kia to pay the down payment. Days later the managers informed me that they only received $500, but I do not believe that to be true. They told me they would get me vault footage from PNC of the transaction and after numerous attempts of calls and emails have yet to hold up their up of the deal, which seem suspicious in my opinion. I have asked for their CFO and number for their corporate office in person, but they refused to give it to me. They never returned my calls or address my concerns on the vault footage of what happened to the remaining money that is unaccounted for.

  Business Response

  Date: 03/28/2025

  *** ***** agreed to a down payment of $3,000 towards the purchase of a 2021 Hyundai Elantra. *** *****' friend brought in a partial down payment of $500 on her behalf. The sales manager gave *** *****'s friend a receipt referencing the $500 down payment. We informed *** ***** of the remaining $2,500 down payment that was due to us. *** ***** stated that she had provided her friend with $3,000 to pay the down payment in full and was told by her friend that the down payment was paid in full for a total of $3,000. We told *** ***** we only received $500 and had provided her friend with a receipt showing the $500 payment that was received. *** *****' friend told her he had not received a receipt. *** ***** met with the management staff and was shown camera footage of the sales manager providing *** *****' friend with a receipt for the $500 payment. The following day, *** ***** came back to the dealership and provided the dealership with the remaining $2,500 that was owed. We consider *** *****' issue to be with her friend and not with our dealership as we have provided camera footage and a receipt showing the payments that were made to us. Because of this, we consider this matter closed. 
  

  Customer Answer

  Date: 03/28/2025

  
  Complaint: ********
  
  I am rejecting this response because: I was assured I would see vault footage from inside the room of where the money was taken place I only seen footage in the main hallway of a piece of paper being handed off not money transactions. The footage is carried from what they told me is *** **** and they have to get access to the footage 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/08/2024

  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 used car from louisville Kia Store East for $6281.30 on 4/19/2024. My daughter drove the car for 3 days and the engine light came on and car shut down running hot. I took the car to be serviced and I was informed that the transmission needed replacing. I contact the Kia Store and they did diagnostics and revealed that the car needed a new transmission. I had informed the manager ****** that I had saved up and worked hard to provide this for my daughter. I informed ****** that I did the car fax which was very clean and full of service reports that was provided by the salesman ***** I chose the Kia Store because of their reputation 4.7 stars and great reviews. I knew I would get a good motor and transmission at least. I was definitely expecting so.e car trouble because it is used. I was quoted 3000 dollars to put a new transmission in the car. I had paid the max amount for the vehicle in top shape by the blue book value so investing 3000 more is alot and I don't have it. I did buy car as is. I was calling to get in touch with ****** and he was not responding. I posted a review an ****** called me in minutes of the post threatening to post my AS IS SALE. I told him I am aware of that but it's not good business to sell cars that don't work. He stated it was rare they don't do that, I asked for more options to accommodate for the mishap he stated he will try to get me on a payment plan for repairs. I don't have the amount they are asking and I just want other offers to get my daughter in a working car for the money I paid. I am devastated. The car is at Kia now

  Business Response

  Date: 05/08/2024

  In response to Complaint ID: ********

  Kia East did sell *** ****** a 2012 Nissan Sentra on April 19, 2024.  *** ******* as stated in her complaint purchased the vehicle AS IS with no warranty.  We have diagnosed the problem and have told them that we are willing to help with the situation.  Unfortunately, after a discussion with *** ****** and the demeanor at which she spoke, along with the excessive amount of negative reviews and the threat of "making it *****, we are unwilling to help with anything at this point.  If *** ****** chooses to speak to us cordially along with removing all of the reviews and recanting the threats, I would be happy to sit down and discuss the situation.  Kia East will consider this complaint closed.  Please let me know if you need any further documentation regarding the AS IS purchase.

  ****** ****

  General Manager

  Customer Answer

  Date: 05/08/2024

  
  Complaint: ********  
  I am rejecting this response because:
  ****** called me angry because I reported him he informed me he will not help me until I take down the reviews. ****** had been ignoring me and only called me this morning before office hours because he had recieved the Google review complaint. ****** called me this afternoon yelling do you want me to help you I said yes multiple times and he said I WILL NOT HELP YOU UNTIL YOU TAKE DOWN THE REVIEWS.I SAID JHOW CAN YOU HELP ME AND IAM NOT TAKING IT DOWN ! I never threatened him he has used his aggressive tone the with me all day . I feel he would never talk to a man in that manner! He knows I want to cooperate but I will not be disrespected. I am most definitely receiving Bad Business I been asking and cooperating for going on 10 days! ****** if you are going to help me ! Let me know what is available and then I will take my reviews down once I am treated fairly! I was ignored until I wrote a review!
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/08/2024

  Complaint ID: ********

  *** *******  can reach out to me to discuss this at your convenience?

  Thanks,

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

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

  Customer Answer

  Date: 05/09/2024

  
  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. I went to the Kia Store and Met with ******* ******** He gave me satisfactory service! I received my money back 6281.30! Thanks for your help BBB!!!
  
  Sincerely,
  
  ****** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/09/2023

  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.

  On 5/31/2023 I notified the kia store East and talked to a sales person named **** ****** which was awesome. At first I was looking for a red kia and went with a gravity Grey instead. I paid 1000.00 down to hold it on 6/1/23. On 6/21/23 I went to pick up my new car, and **** talked me into a warranty I didn't want. I drove back down there 6/23/23 because they wouldn't get back with me to cancel the warranty. I thought I had 3 days to cancel it. When I get there **** said they couldn't cancel it right away because it was done electronically. **** said that it wouldn't change the amount I pay canceling the warranty but, that she could extend my payments out to 84 months to make my payment cheaper at 4.99%. I said do I need to sign anything and **** said no that she would send it to me electronically, I waited and called several times for about 3 weeks or so, I even talked to the manger ****** ****** and he said this was the first time he had heard about it. He said he would get back with me on it, but didn't so I called again the next day and he said it takes time that **** was working on it. I finally drove back down there on 8/4/23 to get my new paper work because my other payment was due and I didn't want to be late. Today is 8/9/23 and my old payment was due on 8/5/23 and **** told me not to pay this because it would be canceled, after 8/10/23 it will be considered late. My new payment is due 9/16/23 and now **** put my interest at 5.75% instead of 4.99%. I am not happy with the way things were being done. I am afraid my credit will hurt. Thank you! ******** ********

  Business Response

  Date: 08/09/2023

  In response to Complaint ID: *********

   

  **** ********** Sales manager at Kia Store East, has just reached out to *** ******** by phone to discuss her issues.  **** explained the situation with the resign and the cancellation of the products.  We will continue to stay in touch with *** ******** and believe her issues have been resolved.  We will consider this complaint closed.

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

• Initial Complaint

  Date:07/20/2023

  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.

  The Kia store East facility is holding my car for a bill that’s already been paid. They made a mistake with the rental company that they were going through to provide transportation services for me while they were working on my car. They tried to get enterprise to reverse their payment to get me to pay the balance. Enterprise general manager explained to Kia advisor they cannot do that because it’s not within their contract. So they are trying to get money out of me some way so they are holding my car against my will until I pay them half of what they had to pay for my rental. My car is a recall & supposed to be covered either way. This place has been lying to me since they’ve had my car , they tried to get me to pay out of pocket for several things my warranty already approved to cover. I had to call my warranty company myself countless times just to verify information. They’ve given me. As you can see I attached my receipt from enterprise after returning my rental and they but at the bottle of my recent “customer owes” but yes all of the service above they performed on my car were paid by my warranty company AND the receipt from enterprise shows no standing balance. They want their money back or some kinda of money out of pocket RIGHT NOW simply because my warranty covered everything and apparently dealerships don’t like that.

  Business Response

  Date: 07/27/2023

  In response to complaint ID **********

   

  Since the date of  the complaint by *** ********* we have released the vehicle to her.  Enterprise has agreed that Kia East liability with the rental vehicle ended on 6/16/23 and they will pursue payment directly with the customer.  We will consider this complaint closed.

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

   

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of my transaction with Kia Store East and Kia Financial was July 26, 2022. My first payment was around the 6th of September in the rough amount of $469.68. Furthermore, this is also around the time I found out the there was something wrong in the paper work that I thought was easy to go in a fix. But, as time went on the with 2 months turned into 8 months of me trying to resolve the issue myself with Kia Financial they were no help. All the while I was forced to give up the monthly bill of a contract the I didn't sign for. The first contract I signed was a APY of 20.9% interest which didn't seem right but, In the middle of the current financial crises that US has been going through I assumed that could be the reason for such outragedly high interest rate for a first time buyer. After I was called back to the store to sign a new contract about 2 week after the first contract. It drop almost a whole 2 percent (down to 19%). So, I ask why such jump down and the finance manager at the store told me. It was because, They, at the store, put some of my information in wrong. So, they had to redo most of the process. About November I got COVID again. So, I stop going to the store. But, by the time started getting better in January I was trying to catch back with life as a whole cause I fell behind a lot of prior obligations. Which lead me to her! I have been paying a APY interest rate of 20.4%. A contract that I did not sign any paper work for. I also have the 2 contract I did sign as proof. I would this to be corrected and all of my over payment to go to the principle or back to me as a bank note or check. In short the 8 plus months of payments round up to $470.00 pre month which came from the interest rate being 20.4%. When my actual rate should be 19% Below will be attached copies of the the 2 contract's I signed and a digital history of payments and the rate they say I am suppost to pay.

  Business Response

  Date: 06/21/2023

  Kia Store ***************************   In response to complaint ID: *********   After reviewing the complaint from *** ******, we have reached out to the lending institution for some explanation.As soon as I have an answer we will update both the customer and the BBB.   Sorry for the delay,   ******* *******

  
  

  Customer Answer

  Date: 06/21/2023

   
  Complaint: ********
  
  I am rejecting this response because: I would like a time frame when to expect a response back. They can either call me me directly with at ************* or continue with written dialog with you guys there at the BBB. Thank you again! 

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

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company fails to submit title documentation for vehicle purchase within 60 days, claiming they have overnighted new tag but does not provide tracking. I can’t drive in my state on expired tags and can not register vehicle with no documentation. Company had me assign vehicle to them saying it was standard practice but that prevents me from doing anything. I paid them in Full on day of purchase so nothing is owed them. They keep giving me the run around. I can’t get vehicle registered and fees are generating because of it

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/24/21 check engine light came on , appointment 1/1/7/22 ECU UPGRADE INSTALLED TODAY WILL TAKE CARE OF THE CHECK ENGINE LIGHT ISSUE. , Car has been back 3 times for the same issue. Car has been there since 7/19/22 and no one will respond to me by phone or e-mail. I have contacted Kalan in the service department , ***** GM by e-mail. I am driving a loaner car but want updates and my own car repaired and returned. The upgrade was a recall item. .

  Business Response

  Date: 09/02/2022

  To whom it may concern, 
  
  ******* ********* has come into Kia Store East with an issue on her Kia Soul. Unfortunately, due to the lack of staff, we were unable to diagnose it immediately. However, we have had two technicians inspect the vehicle to see what was faulting. We have installed parts to rule out the concern however, it did not rectify it.  We had been waiting for our master technician to return from paternity leave. I have spoken to her on Monday, 8/29/22 to inform her of the status. We have provided her a loaner vehicle at no cost until we reinspect the Soul and figure out exactly what is going on. 
  
  
  Please let me know if there are any additional questions, 
  
  **** ****

  General Manager

  Customer Answer

  Date: 09/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I did not receive a call or text until 5 pm yesterday, said car was being cleaned and would be ready today. sent a text at 11:30 this morning , no response, called at 215 today , finaly got a response car to be ready around 4.  after i pick up the car and drive it a few days and it seems OK i will agree to close the file.   

   

   Regards,
  
  ******* *********

• Initial Complaint

  Date:06/27/2022

  Type:Customer Service 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 from Kia in November and was told that we had a warranty service plan. Last Tuesday ** ******* took ** *** to Frankfurt to take his license test pulling off the exit the car completely stopped and started smoking. We called Kia they were extremely rude when telling them we were having problems and needed help getting a tow truck. We were then told we didn’t have a warranty so ** ******* paid out-of-pocket for the tow truck from Frankfurt to Louisville which was $300. I have tried to call every day this week to get any kind of information about my car and have been treated like I was bothering this company. We are stranded without a vehicle. This is my work vehicle so I’m missing out on money because I don’t know if I’m going to be able to get this one fixed or what’s wrong with it or if they can help me. When I got the vehicle I was told that if something happened within whatever amount of time that I would be provided a loaner car. I was told by Kia that they were out of loaner cars and can’t help with a loaner car or rental car until the car is diagnosed. I still have not got a diagnosis or anything for a week I have no idea what’s going on with my car. Each time I call customer service or call any place to deal with Kia they are telling me nothing or providing me with no information. I also I’ve done some research and found that there’s multiple recalls on my car that causes engine problems. I called another lady and she said by telling her my Vin number that they should know it’s because of a recall. I feel left in the dark and completely treated like they don’t care about their customers at all. Please help me get some information on my car .

  Business Response

  Date: 07/05/2022

  To whom it may concern;

   

  I called and spoke to Ms. ***** ****** on June 30, 2022 at 5:17pm. I advised that we have placed her vehicle in que and have dispatched her vehicle to a technician for us to have looked at by end of next week. I am going to be providing her a loaner that will provide her the transportation she needs to go to and from work for the time being until her 2014 Kia Optima has been inspected. I have looked her information up and notified her that she does in fact have an extended warranty (48 months, or 48,000 mile)  that was purchased at the time of her sale but would not know if it is covered without the diagnosis process started and the approval comes from the warranty company.

  Ms. ***** ****** was pleased with everything that I have told her and I will be her contact moving forward.  

   

   

  Thank you

  **** ****

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