Complaints

This profile includes complaints for Dan O'Brien Kia of Norwood's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dan O'Brien Kia of Norwood

  105 Boston Providence Tpke Norwood, MA 02062-2625

• 

  Dan O'Brien Kia of Norwood

  105 Providence Highway Norwood, MA 02062

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:07/17/2024

  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 took my car in for service today, July 17, 2024 at 8am. It has 2 recalls on the 2013 kia ***** and needs an inspection sticker (July 2025) and the brake fluid leaks again requiring me to buy brake fluid twice a week. The dealership replaced the 2 fuel lines on 3/23/21 for ********. On Oct 19, 2023 they did the rear brakes caliper,rotor,brake pads and front brake calipers. Total ******* They sent me an email saying that they would have to do the fuel lines and front and back brake calipers and replace the oil pan totally over *****. To get fix today. They are charging me for work that they claimed to have done already. Very unfair. I need brakes to stop leaking fluid again because it's dangerous to drive. They are charging me double for the work they were supposed to have done. I feel like I have no other choice but to pay again because they have my car in the shop.

  Customer Answer

  Date: 07/28/2024

  I have not heard from the business in response to my complaint.

  My wife ******* called Kia ********** to see if the car was ready on Friday July 26,2024. They replied that they are still waiting for a part to come in. The car has been in the shop since wed July 17. They are claiming a continuous of work on the car since the last time it has been in and corrosion and wear and tear. The car went in before with a brake fluid leak and this time the same thing,  a brake fluid leak and two recalls. They already put 2 two fuel lines in it and calipers. Now they are awaiting parts for 2 fuel lines and calipers.  In my opinion,  they want us to pay for repairs that they should have fixed the first time. 

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 dealer maintenance package when I purchased my car from Dan O'Brien Kia of Norwood in May 2022. I was pressured into this sale and was taken advantage of while having receiving the worst possible experience.The dealership has since changed ownership and the new owner will not honor the package. I've been sent in circles to find a solution, but no one seems to have an answer. I received no communication on the change in ownership, no communication on how to handle my maintenance package. Now I dont have the extended coverage at the same location I bought my car with the benefits I expected to gain when accepting the warranty. For one example, oil changes where covered at this location, but now because they moved location I am paying out of pocket for my oil change which was not what I signed up for. They said the only way I can cancel or gain the extended benefits is if I drive out of state to their main location in ************* which was not explained at the time of purchase. Also, my monthly payment is higher because the warranty I paid for is automatically built in, but I get none of it because they moved.

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 dealer maintenance package **** - MAINTANCE when I purchased my car from Dan O'Brien Kia of Norwood. The cost was $1800, for 10 oil changes. I was pressured into this sale and was taken advantage of because it all seems complicated to me. After explaining what had happened to my husband, and finding it they charge only $69 for an oil change, we called the next day to cancel it but were told it was a final purchase. The dealership has since changed ownership and the new owner will not honor the package. I've been sent in circles to find solution, but no one seems to have an answer. I received no communication on the change in ownership, no communication on how to handle my maintenance package. I'm not the only one experiencing this issue either, please see reviews. I understand that the new owner *** not want to honor the package, but I paid $1800 for a package that has not been fulfilled. The closest ********************* that *** honor the package is an hour away, and is a Chrysler dealership. They have their own policies and no one seems to understand. With the cost of gas, it's unacceptable to ask that customers who purchased this plan at Norwood, should be expected to spend extra money to fulfill a package that was already overpriced. We would like a refund from the original ownership.

• Initial Complaint

  Date:07/06/2023

  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.

  ************************************** of Norwood .. 11/21/21 installed a faulty Remote Starter in my ****************** did not work properly.. brought it back many times to explain to explain the issue but they refused to listen or give us our money back , had it removed and they also charged for that ..

  Customer Answer

  Date: 07/18/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/24/2023

  This complaint was filed more than a year and a half (January 2022) after she first raised her concerns with the dealership and her credit card company. At that time both conducted an investigation and concluded that a refund was not warranted in this matter. The dealerships position in this matter has not changed.

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 dealer maintenance package when I purchased my car from Dan O'Brien Kia of Norwood. The dealership has since changed ownership and the new owner (********) will not honor the package. I've been sent in circles trying to find a solution, but no one seems to have a clue. I refuse to drive 100 miles each way to go to another ************************* in another state for maintenance. I received no communication on the change in ownership, no communication on how to handle my maintenance package. I'm not the only one experiencing this issue either, please see ****** reviews. I even contacted *** directly and the woman told me there's nothing she can do and hung up on me.

• Initial Complaint

  Date:11/29/2022

  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.

  After paying several thousand dollars over sticker price for a 2021 ************, the only reason I walked away feeling like I wasn't completely taken advantage of was that management added in several perks including "a lifetime of free oil changes and free inspection stickers for me and my household" and four free detail sessions (something that was small but meant a lot to me). I called *** O'***** *** yesterday to schedule a service and detail to be told that none of these could be honored and that someone else bought the company. They stated that these perks have now been void.

  Business Response

  Date: 12/16/2022

  The consumer was not provided the proper information concerning her services when she called.  The dealership was sold to a new entity but any warranties and other services that the consumer is owed are still valid and someone is reaching out the consumer to give her the correct detailed information.

• Initial Complaint

  Date:11/27/2022

  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.

  Brought *** to ******************* Norwood to be serviced where it sat 7 months with nothing being done to it. I went in for a technical issue on the sunroof, uvo update, modular radio replacement. Everytime I called given another lie why it wasnt fished yet. loaner given was unregistered it was towed and i was left stranded. *** OBrien *** gave me A run around and told me they have been unable to reset the roof, but everything else was all set. I picked up my car only to find a huge blue paint scratch on the side door and NOTHING done to my car! I played phone tag for 3 more months trying to get them to rectify their neglect and fix everything they supposedly already did. Finally management said due to poor employment they have changed their crew and are making amends. They admitted car was never worked on would fix what was started. I was very clear with management that I could NOT go without a car due to work. Promised they wouldnt put me in that position. Gave them my car they gave me a loaner. Got call they needed it back there was an issue with the registration. Come to find out they were bought out, but due to this they were footing the bill and nothing would be charged to me through enterprise who they had a deal with. More lies no deal due to their corporate card being shutoff. I then let *** OBrien know I needed my car, but they said they cant it was in pieces and they needed someone to seal the sunroof loners should be ready soon. I called a week later told blown off by ****** and still no loaners, but promised it done by Thanksgiving. Didnt happen lost my job due to no car 3 weeks Had to demand car back to even get it. When picked up got keys no paperwork. The sunroof Duck-taped, no interior lights, scratch still there, no radio, glovebox emptied, pieces thrown in back. Last week it only needed sunroof to be sealed. I just dont understand why they didnt do any thing but take my car apart and let it sit there. I dont think they will even try to fix it

  Business Response

  Date: 12/16/2022

  The consumer has indicated that the vehicle was returned to him after Thanksgiving.  The dealership was sold on November 15,2022 to a new entity.  At the time of the sale of dealership, the new entity also took possession of the dealerships service department and all vehicles in for service, including this consumers vehicle. Any concerns this consumer has with the condition of his vehicle when the new entity returned his vehicle to him need to be address with the new entity that purchased the dealership and the service department.

• Initial Complaint

  Date:09/26/2022

  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.

  I brought my car to this dealership on 6/21/22 regarding my 2017 ******** overheating and coolant coming out of the exhaust. I was advised it would be 2 weeks before my car could be brought in for an evaluation to diagnosis it. The dealership informed me they currently did not have any rentals but would place me on a list as my car was not able to be driven. Once diagnosed, they never called to speak to me. They ordered a catalytic converter and when I asked they said it could be several weeks before it would be able to be obtained as it was on back order. Fast forward to 2.5 months later after a phone call (12 minutes on hold to have the call ended), I went in face to face to find that they installed my converter and it did not fix the solution so I had to wait for a head gasket to come in that needed to come from headquarters. I asked for them to call once this was received and they did not. I called back 1.5 weeks later as they told me it could take a week to a week and a half to get it in. When I called back 2 weeks after the initial conversation, I was told I was now waiting for a wiring harness. I called back over and over to be told the same thing. They don't have the part and magically I had not moved on the wait list. I later was told that they needed bolts for the repair. Only 5 bolts were ordered when they needed 10 so I had to wait additional time for that to come in. I called back to find out that they now need a tool to release the tension in the belts in order to do this repair (with no ETA on when it will come in). I am not sure why this tool isn't available at this dealership seeing as they sell KIAs and my car is a **** They should have all the parts they need to fix the cars they sell. I am now over 3 months from bringing my car in. I have not received a rental even though my car is under warranty. I have been paying 3 car payments on a car I don't have and have no estimated time for return back to . I am extremely frustrated with this dealership.

  Customer Answer

  Date: 10/07/2022

  My car is still currently at the dealership. I was advised after going in person to complain  that the tool they needed has been on backorder for 5 months and that I should call corporate to see if I can help to expedite the process. I dont feel that this is something I should have to do in order to get my repair completed. They started an additional repair that was not approved by me nor did they call to update me and or my car still remains unable to be driven and is still sitting on the lot as a result. 

  Business Response

  Date: 10/14/2022

  The Dealership need to special order a tool from the manufacturer in order to complete the service. This tool was delayed in arriving at the dealership. The repair should be completed in the next few days.

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   I was advised I could pick up my car on 10/21 as it was test driven and checked after the repair. I came on 10/24 to pick it up drove it all of 3 minutes when the engine light returned. This is not repaired nor does it seem as though it was road tested prior to informing me it was all set.
  
  Regards,

  ********

   

   

  Business Response

  Date: 11/04/2022

  Consumer retrieved her vehicle from the dealership a few days ago but returned yesterday with an axle issue.  The dealership is in the process of addressing the new issue for the consumer.  

• Initial Complaint

  Date:07/02/2022

  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.

  My car has been in the shop of Kia ********************** of Norwood for the past 5 months and they have not fixed any problems with it. They told me that the engine was faulty and failed and they put a new one in. Then the next engine failed and 5/6 after that. Each time I reach out about it the people give me the run around and say that parts are on the way. Or that they need to do more tests. They have given me a loaner car but have given me absolutely no paperwork for it. This is concerning as I am not sure how I would prove that I was given this car to drive or what would happen in the case of an accident. When I asked about it, the repair guy kinda laughed in my face. Which I took as rude and disrespectful. I am very disappointed with the it all and hopefully there is some way you could help me to resolve it.

  Business Response

  Date: 07/14/2022

  The dealership is communicating with the consumer and working on a resolution to the issues. 

• Initial Complaint

  Date:06/27/2022

  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.

  Deceptive service manager **** sold my wife services that were not necessary. The services should have been covered under their "Keeping it Awesome" plan as we only got 1 out of 3 services previously. Had we known the services would not be covered, we would not have gotten them, but the service manager **** upsold her and then later said they were not covered and would not credit her the money.

  Customer Answer

  Date: 07/08/2022

  I have not heard from the business in response to my complaint.I have tried to contact them numerous times and speak to the service director but they do not call back. 

  Business Response

  Date: 07/14/2022

  The maintenance plan the Consumer received was valid for 1 year from the purchase date or the first ****** miles, whichever came first.  This information was communicated to the consumer in writing at the time of purchase. The plan had a purchase date of June 5, 2021 and an expired June 5,2022. Unfortunately, the consumer attempted to use the plan several weeks after it was expired and the third-party provider of the maintenance plan would not cover the service.  

  Customer Answer

  Date: 07/15/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  At the time of sale, the salesman indicated that they have flexibility in regards to the prepaid service plan and that they would not hide behind a strict deadline. This was reiterated by the service manager after. They mentioned several times that if the car exceeded ****** miles for example, they would have honored the service plan. Of the three oil changes that were paid for as a part of the prepaid plan, we only received one.

  Additionally, it was not clear that other services/items were being added on to the service that was requested. My wife asked for an oil change and an inspection sticker. When asked if she wanted additional services, she replied "Just whatever comes with the oil change" . This implies items included at no cost.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alexander

   

   

  Business Response

  Date: 07/24/2022

  We stand by our previous response. 

  Customer Answer

  Date: 07/25/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alexander