Complaints

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

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  DARCARS Kia of Temple Hills

  4700 Branch Ave Marlow Hgts, MD 20748-2008

• 

  DARCARS Kia of Temple Hills

  7550 Wisconsin Ave Fl 6 Bethesda, MD 20814-3559

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:10/24/2023

  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.

  My 2018 Kia ******** was towed to Dar Cars Kia of Temple Hills by a local body shop after the body shop could not get the vehicle started. The Kia dealership’s only task was to get the vehicle started initially and then have it towed back the ****** Auto body shop. The tow occurred on July 10, 2023. At this current time, it is still at Dar Cars Kia after 3 months /2 weeks without a conclusion as to what is keeping the vehicle from running properly. I have called Kia Customer Service over 15 times for assistance and their response was that “we are having trouble getting in contact with the dealership.” I have been to the dealership at least 10 times and each time they had a different analysis of what was wrong with the vehicle. They went from needing spark plugs /to needing an engine /to needing a turbo charger /to not having an answer as of yet after 3 months. They have not offered a loaner vehicle or any transportation assistance since theyve had my vehicle. They have had my vehicle for so long that my insurance furnished rental car time frame has expired and can not be renewed without out of pocket expenses. I’d like to be compensated in some type of way and have them complete the job they have been required to complete. The vehicle only has 38,000 miles on it and is still under warranty. They are constantly failing to give me updates on the vehicle as well. The vehicle had been hit while parked in June 2023 and was towed to ****** Auto Body in temple hills, MD. The auto. Body shop only towed it to Dar Cars Kia when the vehicle had trouble starting.

  Business Response

  Date: 11/01/2023

  It appears that our initial case on this vehicle was closed by the manufacturer. We submitted a new claim and the claim for the first step of repairs -- a turbo replacement -- was approved 10/31/23. Our corporate Service Director will be reaching out to the guest to keep them in the loop. Thank you for reaching out. 

  Business Response

  Date: 11/07/2023

  As of this morning 11/7, the vehicle has been repaired and is being picked up by Marlow Auto Body later today. Our Service Director is informing ****************** and we are closing this case. Thank you!

• Initial Complaint

  Date:07/11/2023

  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.

  My 2012 Kia ******** was towed to DarCars Kia of Temple Hills in April 2023. My truck kept cutting off and making a loud noise. Through my Warranty Company, "****** ****", I chose this facility to have the truck diagnosed. According to the mechanic, the truck needed a new engine. The dealer informed ****** **** of their assessment and we waited for a response. All of the necessary documentation (i.e., photos) was forwarded to ****** **** for review, I also provided invoices for when I had the vehicle serviced. Upon final review, ****** **** agreed to fix the vehicle. The motor was ordered and due to be delivered to DarCars by June 12th. I called on June 15th and was told the motor had not come in yet. After filing a complaint with the Corporate office because no one at DarCars was returning my call to give me the status, I received a call at the end of June stating the motor came in and my vehicle would be ready in about a week. As of today, I have not received an update of when my vehicle will be ready or if they have begun the work. According to ****** ****, I am only eligible for a $30 a day or up to $300 for a rental car. My vehicle has been at the shop since the end of June. I have been without transportation! I have received nothing but run around after run around since my vehicle has been in their possession.

  Customer Answer

  Date: 08/12/2023

  Dear Sir:

  I have not heard from the company.  I need further assistance in clearing up this matter.

  Thank you!

  Customer Answer

  Date: 08/14/2023

  Dear Sirs:

  I spoke with DarCars Kia today. According to their records my vehicle is the third in line.  I was told that I should have my vehicle by next week.

  By no means, does this let them off the hook for having my vehicle since April 21st.

  I still want to be compensated. I am willing to compromise with a settlement.

  Thank you!

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

  Business Response

  Date: 09/27/2023

  Unfortunately, due to understaffing, our timelines for repair are longer than normal. *** ****'s repairs were completed and her vehicle was returned to her care earlier this month. 

  Customer Answer

  Date: 10/15/2023

  Dear Sirs,

  I have received my vehicle. 

• Initial Complaint

  Date:06/16/2023

  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.

  • May 26th 2023 *** towed the Kia ****** to DARCARS for an 8:30 am appointment for an engine light diagnosis. • I talked to **** at the service center and was told the diagnosis would take two to three days and that they would call when the car was ready. • June 1st I still had not heard from the Kia service department. I called and was sent to voicemail. • I drove to Kia DARCARS to find out what was the diagnosis of the Kia ****** engine light problem. • I talked to **** and was told she had no Idea where the Kia ****** was or that it was even brought in. • **** directed me to the manager *******. • ******* located the Kia ****** and informed me that it had not been looked at because it had no Key. • I called *** and they called ** Towing and assured me the key was dropped off with the van. • DARCARS manager ******* said he would look for the key. • June 1st I drove back to the Kia service department at 2pm with another set of keys. • The manager ******* assured me the car would be diagnosed by June 5th. • Thursday June 8th I called The Kia Service department and left a voice message to find out the status of the engine diagnosis. • June 9th I received a call from **** that the car had not been fully diagnosed but that I would get a call later in the day about its status from the foreman. • June 13th I called and talked to **** and again I was told that the van had still not been fully diagnosed and that I would receive a call when it was ready • I asked did they find the key and if not would they replace it. • My call was forwarded by **** to the manger and went directly to voice mail. • This treatment has been has been very unprofessional and unacceptable. • I waited 2 weeks to get an appointment and when I get an appointment I was told it would take 2 to 3 days. • The van has been in the shop for 22 days and still no engine diagnostic information.

  Business Response

  Date: 09/27/2023

  *** ******* requested that we not perform any additional repair on her vehicle after additional time was requested to troubleshoot problems in the Engine Wiring Harness. A new key was made for the customer after the towing company failed to produce one. The vehicle was then towed to customer's given address, and the diagnostic fee was waived. We consider this case closed.

• Initial Complaint

  Date:09/04/2022

  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 have taken my vehicle to four different Kia locations. The final Kia location that I took my vehicle to I’ve had my car for two months. The location has excepted for payment and as soon as I got in the car to pull it off of the lot the engine light came on which was the major repair that I had on my car and they have since kept my car for more diagnostics. I have been told that they did not have enough engine technicians, I have been told that technicians were on vacation, I did not get phone calls back from the service manager or general manager after filing several complaints. I have also called the Kia consumer services department and file complaints on each of the Kia locations that I have taken my vehicle to and gotten poor service. I have gotten my vehicle back with multiple repairs between the Kia dealerships and have spent a lot of money on my vehicle and today it is still not working properly. There seems to be no accountability for made up repairs, or miss diagnostics, and lack of customer communication and information. I have gotten complicating stories on what the issue is with my vehicle between all of the dealerships and at the same dealership. I am not sure what legal options I have but I am pursuing obtaining as much information as I can to pursue the Kia dealership as a whole. I would like some advice as well as some support if the BBB can do that. Thank you.

  Business Response

  Date: 09/20/2022

  CRM, Shirlene L******** followed up with the dealer. Currently please note this vehicle is at the shop. A Dealer Representative has looked at this unit and given some direction to Shop  foreman on diagnosis for repair process. There are no additional comments at this time. Thanks, Sherlene L**********
  

  Customer Answer

  Date: 09/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  They have had my car for more than two months now. They have given me every excuse why it still is not fixed and there are more issues with the car that I did not come in with.  How do we hold local businesses accountable when they fail to give proper service to the community?  I have gone all the way up the chain for 2 months with no result of fixed car back in my possession and then giving the same response.  We are working on it. Techs are out on vacation.  Limited staff.  No engine techs but I can’t take the car to another dealership.  Its their car. Kia can’t fix a Kia.  I will never buy another Kia, and will inform my family and friends of the same. Bad service, bad customer service, bad corporate policy.  They responded quicker to BBB than they did to me.  I still have not heard from the general manager, service manager, or anyone above them.  It is unfair that a business can hold your vehicle and ability to move around in their hands.  I have had to spend money because my car has been in the shop so long and pay a lot of money to the dealership with no results.  How do I pay in full with no results? What can I do?  
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 10/04/2022

  CRM Sherlene L*******, Followed up with the Dealership Team and was told that the vehicle is ready for pick up.  Customer is out of town but was left a voicemail message.  Thank you, Sherlene L*******

• Initial Complaint

  Date:08/08/2022

  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 there for over a month and has yet to be diagnosed. No loaner vehicle or rental assistance. My calls are being ignored. My car is still under warranty. I need a resolution. Need my vehicle

  Business Response

  Date: 08/23/2022

  CRM Sherlene L********** followed up with the Service Manager Iman please note the following: He has spoken with the customer and the customer's vehicle was returned to the customer and engine light came back on. This is a step-by-step procedure. Software update has been completed. The engine light is back on. Bearing clearance test has to be preformed again. If passed will need a knock sensor. If code returns it will need a Tech line case with *** for an engine replacement approval.  Thank you Sherlene L**********