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:03/15/2025

  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.

  On March 8 my fiance (**** ******) and I visited the Mastria Kia dealership to test drive a 2025 Sorento Hybrid SX. The dealership was extremely busy and we were greeted by ******* *****, sales manager. Mr. ***** brought the vehicle out front and we test drove for about 20 minutes. Upon returning after the test drive, we told Mr. ***** that we like the vehicle. Mr. ***** informed us the dealership is closed on Sundays, and we decided to meet again on Monday, March 10. We gave Mr. ***** a $1000 deposit applied to my credit card, and he told us the deposit was 100% refundable should we decide to not purchase the vehicle. No other financial discussions were held. On March 9, **** and I decided to not move forward with a further discussion about a purchase, and I emailed Mr. ***** informing him of our decision and requested he confirm our refund of $1000. On March 12 I emailed **** *****, GM at the dealership requesting confirmation of my refund and did not receive a response. On March 14 I emailed **** Mastria, owner of the Mastria Group. As of today, March 15, I have received no response from anyone at Mastria and my credit card has not been credited.

  Business Response

  Date: 03/18/2025

  We have confirmed today, that customer has received the refund. Apologies made to customer for the delay.

• 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.

  I had my 2017 Kia ******* delivered to mastria on 2/4/25 after it dying and engine making loud noise . They had my car for 9 days before charging me $178 to diagnose it , all they did was plug in a scanner and check my oil dipstick which I was bone dry and said I needed a complete engine replacement and it would cost $11,800. I had an oil change back in October 2024 there and they did a multi point inspection and said everything was fine. The oil should not of been empty on 2/4/25 as I wasnt even due for an Oil change yet. They didnt even ask or try to look into the engine. When I went to pay for the diagnostic they gave me the run around and every excuse about why they couldnt give me paperwork with the scanner codes on it and told me it wasnt covered under warranty unless it had something to do with the head gasket. They said it was an oil sludge issue but they wouldnt even know that without cracking the engine open . Im out a car with ******* miles on it and they did the bare minimum to help me . Also only offered me $1000 trade in value on it when I still owe just over $14,000 on it . They are very shady and try everything to charge you and not take any responsibility . I feel as though they should replace my engine or at least offer me a high trade in value for the hassle they gave me and how I was treated

  Business Response

  Date: 03/17/2025

  3-17-2025 Response to ****** ******** BBB Complaint - Case #: 23067752
  Mastria Kia has had limited history with servicing the 2017 Kia ******** VIN#
  *****************. The vehicle was not purchased at a Mastria dealership. It was
  first brought to Mastria Kia on Feb. 18, 2022 for routine maintenance, (oil & filter
  change.) At that time the ******* had ****** miles.
  It was brought in for the same routine maintenance on July 19, 2022 with ****** miles,
  on March 23, 2023 with ****** miles, and on Oct. 15, 2024 with ******* miles.
  Vehicle was brought to Mastria Kia on Feb. 4, 2025 with ******* miles. It was not
  running and customer stated that the engine might be blown. Once we were able to
  perform a diagnosis, it was determined that there was no oil in the vehicle and there
  were multiple codes for timing and misfires.
  The Service Manager checked with *** regarding the vehicle warranty. Unfortunately,
  Kia Motors initially indicated that there was some coverage, however, they later
  confirmed that there is no coverage available on this vehicle. Mastria Kia advised
  customer that we would be able to offer a small discount for an engine replacement,
  however, it is still a very costly repair for a 6-cylinder engine.
  Mastria Kia did provide the customer with a full diagnostic report, however, it was
  somewhat delayed due to equipment breakdown. Mastria Kia is in no way responsible
  for the engine failure.

  Customer Answer

  Date: 03/21/2025

  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 
  
  FAQ
  I am not satisfied with the response as you guys did NOT offer me a discount on a new engine and labor. You tried to charge me $11,800 all said and done . My biggest question is how does an engine fail when you did the last oil change in October 2024 and when you guys did my multi point inspection you said everything was fine . A couple months later I shouldnt have been out of oil and my engine should not have failed. On top of that my engine light never came on so there was no warning. On top of the fact you charged me $178 to plug in a scanner and check my dipstick for oil amount ! Didnt even ask me to crack the engine . You had my car for 11 days and not once did I get a phone call asking if I wanted you to open up the engine , you guys just deemed it a sludge issue and went about your day . I am not happy with the service at all 
  Regards,

  Hayley

   

   

  Business Response

  Date: 03/25/2025

  We recognize the customers frustration with the vehicle, however, the dealership is in no way responsible for the engine failure, as we performed only a few routine oil changes at customers request. The dealership has no knowledge of any other maintenance or repairs performed on this vehicle. During the period of March 23, 2023 and Oct. 15, 2024, ****** miles were added. We do not know if the vehicle was serviced at all during this time. When the vehicle no longer ran, and diagnosis was made, it indicated to our experienced service manager that there was likely a build-up of sludge. The vehicle is out of all warranties with ***. We believe we had set the proper expectations with the customer and attempted to help. We regret their disappointment, however, it is unreasonable to place blame for the vehicle failure on the dealership.
  
  

  Customer Answer

  Date: 03/26/2025

  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.

  since you guys assume you were so helpful, where is the discount you offered me? You tried to charge me $11,800 to replace the engine without even attempting to ask to crack it open or even ask me to do so. Again I will ask how did your employees not notice a sludge issue when my car was serviced there on October 2024? They should have noticed sludge then . My report states everything you guys checked in the multi point inspection. Not a single thing is said about sludge, it wouldnt appear from October 2024 to February 2025 when I wasnt even 500 miles from needing an oil change . 

  
  Regards,

  Hayley

   

   

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered $1,826.74 worth of automotive parts online at kiapartsfast.com. I received the packages and after thoroughly inspecting them I noticed 6 parts were missing worth $ ******. I've been trying to reach Mastria Kia parts department to get this issue resolved but haven't been able to reach anyone. I've sent multiple emails and haven't gotten any response. I've sent an email to the president of the dealership and I'm still waiting for a response.

  Business Response

  Date: 07/15/2024

  Parts personnel has checked the order and verified that we did, in fact, ship ALL of the ordered parts.  A Parts team member has contacted customer by phone and email. Customer indicated that the box was damaged upon receipt, so we believe that is likely the cause of the missing parts. The customer will need to open a claim with *** to resolve the problem. We are reaching out to customer to assist further with the claim process. 

  Customer Answer

  Date: 07/15/2024

  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,

  *****

  I have sent two emails about what *** told me that needs to be done. The business needs to file a claim on my behalf for the damaged boxes and missing items. Nobody has called me to talk about the issue and I've only been sent one email in response. 

   

  Business Response

  Date: 07/18/2024

  Could customer please forward all relevant complaint documentation, including the instructions from **** to *******************************?  ************* will follow up to make sure all tasks get completed.

• Initial Complaint

  Date:04/06/2024

  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 purchased a vehicle from this dealership on 2/29/24. The dealership dragged their feet and failed to take the proper steps to properly register my vehicle, despite regular communication and prompting by me. I requested that the deal be unwound within 30 days having had enough with the aggravation and anxiety surrounding this matter. I was told by *************************** that it couldn't be done. My vehicle is now beyond the 30 day grace ****** and cannot lawfully be driven. Furthermore, Mastria Kia failed to make the payoff on the vehicle I traded in and my prior finance company drafted my recurring payment as recently as 4/5/24. My purchase and sales agreement shows the 10 day payoff amount debited by seller of $817.19.

  Business Response

  Date: 04/09/2024

  While investigating this complaint, we learned that the vehicle has been registered. We deeply apologize to the customer for the frustration, inconvenience and aggravation this entire lengthy process has caused him. There were many circumstances causing delays throughout the process, and we regret that we did not meet the customer's expectations. Any funds owed to the customer will be reimbursed. If customer still has any concerns, he may contact the General Sales Manager who sent him an email today, April 9, 2024.

  Customer Answer

  Date: 04/10/2024

  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 # ********.

  I am not prepared to close this case out as, while the response is acceptable, the matters remain open.  While I have now received a copy of the registration, I have not been reimbursed for the trade in loan satisfaction included on my settlement statement but not remitted by the dealer that was subsequently deducted from my personal bank account.  Additionally, I received a letter from the MA **** of ******* that the taxes were not satisfied on this vehicle.  Based on that statement, it also appears that the taxes on this vehicle were over-estimated by $176.29 which should also be returned.
  
  Regards,

  *******

   

   

  Business Response

  Date: 04/15/2024

  The General Sales Manager has been communicating with the customer to assure him that he will receive any monies owed to him. We are following all proper processes as they related to the **** bank, and taxes, and although it may take some additional time, customer will be made whole. Again, we regret the aggravation caused and are committed to resolving the complaint, and earning the customer's complete satisfaction. 

  Customer Answer

  Date: 04/17/2024

  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. 

  This issue remains open as the issue of the payoff has not been resolved.

   
  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,

  *******

   

   

  Business Response

  Date: 05/09/2024

  ************* has reached out to customer to get more details. We believe that we have taken care of all monies owed to the customer from the dealership. 

• Initial Complaint

  Date:10/28/2023

  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.

  I bought a brand new 2023 Kia ***** from Mastria kia on rt 44 in Raynham. I bought the car on oct 10th and drove it off the lot on the 10/11. I drove the car on 12th,13th and 14th and then on the 15th I was driving on the highway and my car completely shut off no warning lights or anything. I then got refused to get jumped by the rodeside assistant and was told I need a tow. My card was dropped off at mastria Kia on Sunday October 15th. I was then told i would need a brand new engine replacement and that i was their top priority. The engine was just delivered on the 25th and is now just getting put in today on the 28th and is estimated to be done the 31st or the 1st of November. Which is the 15th day of them holding my car which is when I can consider my car a lemon. I dont know if I am getting screwed over with because I dont even feel comfortable driving a brand new car that just needed a brand new engine put int but I would like to figure this out. Thank you!

  Business Response

  Date: 10/30/2023

  It is very unfortunate that customer experienced this issue with their new Kia ******** We recognize how upsetting and disappointing this is, and regret the turmoil this has caused them. We immediately provided customer with a loaner vehicle, and have followed all proper protocol in getting the vehicle diagnosed and repaired. All parts were ordered, received, and the engine replacement is in progress. Customer will receive her vehicle back as quickly as possible, with the original factory warranty intact. Customer is not eligible for a vehicle exchange at this time.

• Initial Complaint

  Date:07/14/2023

  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.

  I purchased a vehicle from the business. I did this online since the dealership advertises a 7 day money back guarantee, or 30 day exchange. There have been nothing but problems after purchasing the vehicle. The information on the contract, title document, and bank funding request form were incorrect (which the contract states would invalidate the contract). The dealership made me pay money to overnight a down payment and then pay out of pocket for a mistake on the funding form. There were more errors than listed, but those were the most pressing. Immediately after receiving the vehicle, I decided to return it due to the multiple issues and miscommunications. When I contacted the dealership to return the vehicle and start the process, the dealership refused the return. They stated that returns were at their discresion, though this is NOT advertised on their website. Their website clearly states that the vehicle can be returned within 7 days. Instead, they offered me $210 to cover fees paid out of pocket made by myself. I reiterated I do not want the money, I would like to return the vehicle to the dealership. I have not driven it much and would even consider having it towed to the dealership if they are concerned with mileage. The general manager refused the return and left it at that. Attached is a screenshot of their advertised return policy, which has no disclaimer attached on the website.

  Business Response

  Date: 07/20/2023

  General manager of dealership reports he has communicated with customer and is working with him on the vehicle return procedures.

• Initial Complaint

  Date:06/07/2023

  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.

  Purchased a 2017 suburban in march 2023 signed the paperwork and was encourage to purchase an extended warranty so I did. Waited over a week to get my vehicle as they were waiting on a part to fix something( car fax stated they resurfaced the rotors). I received my vehicle and they didnt even fill my gas tank (common courtesy at a dealership) and they stated they owed me a detail. I called a couple days later to schedule my detail and told them my car was shaking when I brake and that my ac wasnt working. I dropped it off and they had my car for another week because they were waiting on a part for my ac left me with no car because they wanted to give me a sedan to fit 3 car seats in for my kids which wouldnt fit. I finally get my car back they replaced the rotors and had put the old brake pads back on which need to be replaced as my brakes are squeaking and worn down and they didnt detail it so I brought it back again then 2 days later my ac didnt work again. I took it to a ***** dealer to fix my ac with my warranty that I was encouraged to purchase and was charged $500 for the deductible on the warranty that I wasnt told about when signing my paperwork. Ive been contacting mastria for over 3 weeks and nobody even has the decency to call back like they keep saying they will do.

  Business Response

  Date: 06/08/2023

  We regret the customer's dissatisfaction and the inconvenience she experienced during her purchase experience. ************* did speak with the customer and apologized for her frustrating experience. However, after reviewing the purchase paperwork, including the extended warranty, it clearly shows that there is a $500 deductible. Management declines to refund the $500.

  Customer Answer

  Date: 06/08/2023

  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,

  *******

  I was never made aware of a deductible when signing my paperwork otherwise I would have never gotten an extended warranty. Nobody is given time to read through anything when signing paperwork for a purchase. Your financial person who had ** sign paperwork told us to look at the pamphlet to see whats covered vs not covered and insisted it was a good deal. The customer service absolutely horrible.

   

  Business Response

  Date: 06/08/2023

  Customer has made it very clear that she is unhappy with the dealership and her experience, and that she will never return. There is no action that we can take to change her mind.

• Initial Complaint

  Date:12/30/2022

  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.

  The transaction happened on December 29, 2022, my husband ************* and I agreed to lease a vehicle from Mastria Kia when we got home we realized they had us paid extra for the down payment and an additional first payment of the car on top of the down payment which should have been included in the original down payment. We also realized the vehicle was severely marked up compared to other dealerships and the numbers would bring us underwater before the first year. We decided to go to the dealership the very next day on December 30, 2022, to null and void the deal. We called the attorney ************** beforehand to discuss and confirm if we are within rights to null and void the deal which they told us we have a 3-day grace ****** to void the sale.Upon arriving at the dealership we spoke to our sales person ******************************* and explained to him we want to exercise the right to null and void the deal from the night before because it hasn't been 24 hours since we signed the deal and we have 3 days to do so. ****** told us we have to speak to the Finance manager *******************************, who told us this is impossible, we stated we already canceled and voided the check we gave for the down payment and we have not received delivery of the car which is scheduled for next week nor is the car registered or insured.******* continued from it was impossible that he will talk to the "big boss" to which he said they have to call the bank and it will be closed tomorrow (Saturday and Monday) due to the holidays and the earliest would be Tuesday but we would pay a fee for the cancelation. We ask how much is the cancelation fee and was told by ******* he does not know and that don't bother coming in on Tuesday because it would be pointless as it will take over an hour to get the bank on the line and not until mid-day he will from them.We reminded him again that we already canceled the down deposit check and we will not be taking ownership or deliverance of this vehicle

  Business Response

  Date: 01/04/2023

  The dealership has agreed to void the purchase. In order to complete this process, customer needs to return to the dealership to complete paperwork. Sales manager has attempted to reach customer without success.

• Initial Complaint

  Date:07/13/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday 7/8 , I received via email a price of $30,803 from *************************** at Mastria on a 2023 ******************** Followed up with an email saying I could be there the next morning with my trade to get an value on that and finalize the deal . No response from her , but on late Saturday morning I heard from a manager ( ************************* ) who said he could help me . Went over the pricing with him , and told him that I now had other plans but could be there on Monday morning ( they are closed on Sundays ) , to get the deal done . He said no problem. Went on their website later that evening and saw they added $5,000 to the price . Emailed both **** and ******* and heard back from both on Monday telling me that they changed the price , and basically I could take it or leave it . Spoke later that day with the ** there ****** who gave me the same line of baloney . Feel like they low balled the price on Friday in an effort to get me in their building so they could give me the hard sell . Really feel like they should honor the original price ******* quoted me , she even told me I would qualify for an additional $300.00 off for a veterans discount . Hope you can help !!!!

  Business Response

  Date: 07/22/2022

  We understand that the customer believes he was lowballed in an effort to get him in the door, and then hard-sell a price increase. Please be assured that it is against Mastria principles and core values to engage in this practice, or any other practice intended to deceive customers. With that said, it is also within our rights to adjust prices upward or downward to adjust to market conditions. We make every effort to ensure that the market price is adjusted, in either direction, as closely as possible to the time the vehicle populates to our website. We would certainly not invite the complainant to our store and then raise the price once he arrived. Fortunately, the price was adjusted before any time, travel, and intent to purchase had occurred. The complainant was willingly notified by more than one member of our staff, that the specific vehicle had a price adjustment, well before any visit to our store.

  Customer Answer

  Date: 07/22/2022

  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,

  ******