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:09/09/2024

  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 had an oil change last month and oil light came on checked and was low took it back to the Dealership and now they said that the oil pan is cracked where I park my car I see oil but thought it was coming from another car but it is coming from our car they wan me to pay 700$ but they were the last place to touch our car what must I do?

  Business Response

  Date: 09/30/2024

  I'm sorry about the inconvenience of the cracked oil pan, however there is no proof that we cracked the pan.  We have since sold that dealership, but are willing to split the cost of the repair.  Please call the dealership ************ and schedule the repair.  I will inform the manager, ******* ****, that we will split the cost.

  Thank you

• Initial Complaint

  Date:11/07/2023

  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 purchased this car Sept. 22 and around Oct. 5 the lights came on on the dashboard. They put oil in there and the lights went off. I went to the doctor and the lights came back on so I took the car back and I have not heard anything or received my car back since then. I would like to receive a refund.

  Business Response

  Date: 11/07/2023

  My name is ***** **********, I am the General Manager with Steve Schmitt KIA. Ms. ****** did purchase a vehicle and days later it had several lights that came on while she was driving. We put her vehicle in the shop and sent her a voucher for ********** Rent a Car at the dealerships expense. We have diagnosed the vehicle as needing a motor. We ordered the motor at the dealerships expense. Once the motor arrives it will be installed at the dealerships expense. Ms. ****** is now in a loaner vehicle at the dealerships expense. The vehicle should be completed shortly for Ms. ****** again at no expense to the customer.

  I spoke to Ms. ****** today 11/07/2023 and explained the entire situation to her. Everything seems ok now.

  Thanks *****

• Initial Complaint

  Date:11/03/2023

  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.

  My car has been at the dealership since 09/15/2023 concerning repairs. The service department will not return my calls. I have contacted *** Corporation and I spoke to a advisor and they informed me contact the service advisor concerning a email received. I have left several messages and still have not received a call back from the dealership. That has been almost a month now. On 10/13/2023 I received a message from them and I have been contacting them since then and I have yet to receive a call back from them. I need updated information. I would like to be contacted by the business.

  Business Response

  Date: 11/06/2023

  My name is ***** ********** I am the General Manager at Steve Schmitt KIA. I have looked into Ms. ********* complaint. I have spoken to Ms. ********* twice today and it seems like she is waiting for *** consumer affairs. We had diagnosed the vehicle and it is no longer under warranty so it would be customer pay. Ms. ********* has started a case with *** corporate in an attempt to ask for good will from *** corporate. At this time the goodwill was not granted or denied, we are waiting to see what *** corporate will do.

  I have given Ms. ********* my name and we will be following up with each other to its conclusion.

   

  Thanks *****

• Initial Complaint

  Date:11/02/2023

  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.

  2023 *** ******** VIN 5XYK7CAF7PG07236O Purchased on November 7, 2022 at Steve Schmitt Kia in **********, **.This vehicle was taken to the ********************** under warranty on July 18, 2023. According to the service ***** the "transmission blew up" with noted metal fragments, a new transmission was ordered and replaced by ***************** The vehicle was returned to owner on August 15, 2023. This was a total of 20 business days or 28 days in the shop. Approximately 100 miles later, the same issue has occurred again. The vehicle was returned to **************** on October 24, 2023 where it remains to this day November 2nd. Service tech **** ****** has mentioned that diagnostics show the car is in need of another new transmission though they need to wait until *** approves the repair. He explained they have a "tech case #" in with ***, they have sent them multiple readings and diagnostic results as requested but have not heard back at this time. This will be the cars 3rd transmission, to include the original. I have filed a safety report with NHTSA. When lemon law was mentioned to service tech rep ****** today on the phone, his response was that of agreement and said his service guy "********" actually mentioned it to him. This vehicle was purchased less than 1 year ago. It will be out of commission and in service for over a cumulative of 30 working days. Having to replace the transmission multiple times affects the value of the vehicle, in full disclosure, no one would pay full value for a car on its third transmission less than 1 year old. Most importantly, it brings into question the overall safety as these failures have occurred while operating the vehicle. Bottom line this vehicle has proven not to be safe.

  Business Response

  Date: 11/06/2023

  My name is *******************************, I am the General Manager at Steve Schmitt KIA. ************** claims about her transmission by all documentation that we have at Steve Schmitt KIA these claims appear to be accurate. ************** vehicle is currently in the service department and we are waiting for *** corporate to complete the diagnosis and approve whatever repairs are needed. We have sent numerous diagnostic report and notes to *** corporate and are waiting for there response. This response is not something the dealer has any control over so we have to wait for *** to respond.

  As far as the (lemon law) that is a process that ************** would need to start with the *****************. That is a state law and would need to address with the state. This issue is not under the purview of the dealership.

  We will be in contact with ************** as soon as *** corporate gets back with Steve Schmitt KIA.

  Thank you *****

   

  Customer Answer

  Date: 11/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is factual. I will proceed in filing with the ***************** Attorney Generals Office.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/25/2023

  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 certified pre-owned 2019 Kia ******** from them and picked up my car at July 3, 2023. I found out there're a lot of problems with the car which doesn't match the requirements of certified pre-owned car. These problems include cracks on windshield, damage on cowl, non-function on right rear window, malfunction on steering wheel control, and cigarette odor. I contacted them within a week asking them to fix these problems. I've got negative answer except for right rear window. Then the battery died. I called *** and complaint about the dealership. I got a call from ***** ******* Kia to resolve some of the problems of the car. However, steering wheel control and cigarette odor remained unsolved. I told the manager that a certified pre-owned car should be free from odor, and it's written on ***'s document. He refused me in a very rude way. The value of a certified pre-owned car is that it's been throughout inspected and should be free from issues. ***** ******* Kia failed it completely. And cigarette smell impair a car's value and expose me to a health concern.

  Business Response

  Date: 12/18/2023

  We have spoken to our client on numerous occasions and have explained that the smoke smell was present at purchase and we are being up front in stating that the smoke smell we never completely go away. We have offered and I will offer again, to use a chemical that will minimize the smell however as previously stated the smell will never be gone.

  Thanks ***** 

  Customer Answer

  Date: 12/18/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  The vehicle was sold as certified pre-owned. And under Kia policy, it must pass 165 point inspection. In the section Appeareance, Body & Structural, it is required to be interior of vehicle free of odor. The dealership failed to meet the requirements but still sold it as a CPO vehicle. I bought this vehicle because it's certified and expected it to at least meet the requirements as what CPO promised. 
  
  
  Sincerely,
  
  ********* ***

  Business Response

  Date: 12/23/2023

  Thank you for responding,

  As we have offered before we can give your vehicle a treatment which would mitigate the smell. And as stated in the past we cannot guarantee how long it will last but would certainly be able to have the treatment completed. Please call me ***** ********** @************ and we will make arrangements after the holidays to schedule a treatment.

  Merry Christmas *****

• 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.

  I took my dads 2022 Kia Sorrento in for an oil change and tire rotation on June 19, 2023. I noticed after I got home someone switched my tires and rims out and the tires are really full of some kind of dirt and mud and the rims are not the same color. I called and spoke with several people and was told that is impossible. Well, I have pictures of my wheels before and after I took the car in. I stopped by Zisser tire on 06/2021 and they measured my tires to determine how much they had been worn down. They stated that there is no way my tires were rotated because the back wheels have more tread than the front. My main concern Is I purchased the car in 01/2022 and I did not license or drive the vehicle until 7 months after I purchased it which would have been 08/20/22. I have the title to prove how many miles were on the vehicle after I licensed it So therefore the car was still like brand new. the tires have tread are note the same. Lookslike they have been driven in some sort of cement which they accused me of which is not true. I have a camera in my driveway which shows my tires before and after leaving the dealership which is a straight shot 2 miles from my home or less. They said I ran into a construction site. Not true. My wheels looks like I had that car for a couple of years. If i didn't have the pictures to prove i I would not even pursue this matter and I will not stop until I get some answers. and they had to replace them. I contacted the corporate office and I have a case no and I was told that they truly believe that this did happen. My contract on my vehicle state that I have black rims but my photos show different. I have a video of the rep at Kia denying they did a tire rotation but admitted it when I bought it to her attention that they should have. Mangers and reps treated my horrible never looked at my pictures. Treated me poorly as a consumer talked to me poorly. This was theft inside their company. It happened to me before.

  Business Response

  Date: 07/07/2023

  We  have spoken to Ms. ******* on numerous occasions. Ms. ******* seems to be a very nice lady, however is insistent that her wheels were switched while at our service center. Unfortunately that never happened at our service center. I and all of my managers have spoken to Ms. ******* and explained in depth that we did not switch her wheels. She then proceeded to meet a St. Louis County officer at the dealership who also explained that she had original factory equipment on the vehicle and it was how it was purchased. Ms. ******* then had words with the St. Louis County officer and left the premises. 

  Thank you, ***** * **********

   

  Customer Answer

  Date: 07/07/2023

  Complaint: ********
  
  I am rejecting this response because: They are stating that the tires were never switched at there place but they are not denying the picture are different. I submitted you photos of what my car looked like before and what it looks like after. I left your place of business. How can you deny the fact the proof is right there before you. The police officer who came to your place of business met me down the street and he agreed that it was not the same tires. why he changed his mind when he talked with you all is perhaps because  I was discriminated against do to my being a female and my race. How can we rectify this situation. All I want is my tires and rims replaced. This is unethical. I patronized your business and this is what I get in return.  I can't accept this. It's wrong.  

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

• Initial Complaint

  Date:06/23/2023

  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 have 2013 Kia Sol and took my car to them in February for an oil change and steering wheel check. They kept my car over a month. When I got it back I kept needing to have it jumped. They said the motor locked. They said it would cost $2,000. I gave them $500 and said I would come back to pay the remaining $1,500. When I went back I was told the $500 would be enough to break the motor down. I 've been calling and going to the shop to see what's going on but have not receive a new update. They said they have no one to repair it. I went up there two weeks ago and was told they were going to hire another mechanic. I don't know what to do in this situation.

  Business Response

  Date: 06/23/2023

  Mrs. ********,

  On February 3 2023 the service department performed a emission test and installed a steering coupler. 

  On March 15th 2023 the vehicle arrived at the service department and the motor in your vehicle was unable to be started because the motor was locked up.We proceeded to diagnose your motor attempting to use your extended service agreement from Peace of Mind. They requested teardown to point of failure, We have had staffing issues. We have fixed those internal issues and will have the vehicle torn down to failure be middle of next week.

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

   

• Initial Complaint

  Date:04/05/2023

  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 called made an appointment for service I have a 2014 Kia Sorento that has 77,400 miles and it needs oil every week then I put gass in my car and it wouldn't pickup speed I had a diagnostic done which said P1326 I was given a date to bring it in 3/22/23 no one can tell me anything they are rude about my car. Service department is rude they don't give you any hope I've gotten off the phone in tears.

  Business Response

  Date: 04/17/2023

  We have Ms. ******'s vehicle here with Steve Schmitt KIA service department. She had an appointment on 03/22. At that time the vehicle had flashing engine light on the dashboard. This typically means it is something with the motor. We have 2 master technicians that can perform this diagnosis and repair engines. our time to diagnose motors has been as long as 3 months in the past. We now have been able to catch up and diagnosis time is currently 3- 5 weeks. I have checked with my service manager ****** and Ms. ******'s vehicle is 2nd in line. After the vehicle has been properly diagnosed we can order parts and make the final repair. This is what we are explaining to our clients at drop off. That fact that she was treated rudely is totally unacceptable and NOT up to Steve Schmitt KIA standards. I will handle this employee matter myself internally. Thank you for bring this issue to my attention and thank you for your business. 

  Please reach out to me directly for any further questions.

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

   

• Initial Complaint

  Date:11/02/2022

  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 (Kia Rio) was vandalized on July 14st. I took it to this dealer to be repaired. Prior to taking it in and before the vandalization, the electrical parts of the car were working fine, This included the rear window defogger, the defrosting on the front windows, but heater worked. They worked on the ignition they got it working but now the electrical parts are not working. They said it is not a part of the electrical system. They weren't going to repair it. Now I can't defrost my windows.

  Business Response

  Date: 11/29/2022

  Hello,

  The car was vandalized and repaired at our service facility. We did not handle the rear defrost system. Unfortunately the rear defroster failure is not the dealerships responsibility. However we normally charge a diagnostic fee of $199.00 per hour which i will waive if you would like us to check your rear defroster. I t may be a simple fix but ubtil we diagnos the problem we will not know.

  Thanks ***** * ********** 

  General Manager

  Steve Schmitt KIA

   

• Initial Complaint

  Date:10/17/2022

  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 was charged $400 for the repairs made on my vehicle but 2 minutes after I started the car not even leaving the dealerships garage the same initial noise came up and my service light came on. They did not offer a refund but instead recommended I leave the vehicle there. My car has been stuck here for a month for a simple drive belt issue they haven’t been responding to calls voicemails or texts. I work full time and I’m at work almost until they close. I recently requested a refund and to tow my vehicle to another location but still I have received no response or update. For a hour long repairing taking a month with be a nuisance for any full time worker with duties outside of work.

  Business Response

  Date: 10/18/2022

  Apparently all of this issue happened yesterday when i was out of the office. My manger was waiting to speak with me. We are refunding this client his money as we misdiagnosed the problem. We have ascertained what the true issue is, so i can apply this clients money to fixing the vehicle or refund and this client money and he can have the repair finished elsewhere. 

  Sorry for the 12 hour delay.

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

  General Manager