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:03/29/2025

  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.

  Parts Department Complaint: After replacing the purge valve in my car in February 2025, with no results, and having my vehicle act differently on the night of 3/6/25, i took my car to Precision Tune for a diagnostic check. After informing them of what i believe the issue is, and informing them I recently changed the purge valve, the informed me that I need the actual manufacturers part, not aftermarket. So I go to Keffer Kia and purchase another purge valve, and immediately installed the part. Still, that car had no results in the matter. When attempting to return the part, they stated that since the part was installed, that they could not accept the part as a return. 1. They never stated that once I purchase and use the part, that it cannot be returned, because had this been the case, I would not have purchased the part. 2. How am I suppose to know if this would truly resolve the issue with my vehicle, as recommended by a "professional," if i dont install the part? That doesnt make sense, and lastly 3. How come other businesses will accept auto parts within a certain amount of days, yet this business can be omitted from this standard policy? This is truly frustrating because I have spend over $300 and have received no results. I cant even recoup some of the funds to put towards diagnosing the issue. I cant keep dropping $300 for nothing, when i go to professionals for assistance and guidance. i just want to return the part and receive my refund. Even in the return policy disclosure, it only states must be returned within 30 days! No where does it states, installed parts no matter length of use (since I literally just drove the car 15 minutes to only discover no improvement in performance), cannot be returned.

  Business Response

  Date: 04/01/2025

  On 3/7/25 Mr. **** purchased a purge valve from our parts department. At time of purchase Mr. **** signed reception of the part with a signature on an invoice that has in two places stating No returns on electrical items. One of which has a portion of his signature covering that statement as seen in the image provided. Both signatures on the receipt and invoice are the same.Therefore, this would be an end sale without refund.
  Additionally in the documents provided by Mr. **** in this complaint, the company which did the diagnosis states clearly that if this did not solve the issue, then a canister would probably be needed. This car was not diagnosed by our professionals who are specifically trained on this car. Therefore, we cannot guarantee the diagnosis of another shop and would have suggested if we were seen first that we diagnose it instead of using one of a generic store.
  We at Keffer Kia regret that this has not fixed his issue and did not help in the diagnosis of said vehicle. Please let me know if there are any further questions.

• Initial Complaint

  Date:03/26/2025

  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 recently bought a brand-new Kia ******* from Keffer Kia, and my experience has been nothing short of a nightmare. Just one month after driving off the lot, the engine completely failed. I had just given birth and was relying on my car to get around, so this situation has been nothing but a massive headache.When I reached out to Keffer Kia, I was told there were 61 motors on back order, and it would take an "indefinite" amount of time to fix my vehicle. To make matters worse, they refused to offer me a loaner car, claiming that it would take too long to repair and that they didnt want to put too many miles on a ********* now, I'm left without a car and forced to rent one out of my own pocket. *** corporate offices has offered to reimburse me up to $47 a day once my car is repaired, but lets be real thats a drop in the bucket compared to what renting a car actually costs especially when paying upfront.Keffer Kia has been nothing but unhelpful, unaccommodating, and downright inconsiderate. Theyve made a stressful situation even worse and have shown zero empathy. The lack of customer support and care is beyond frustrating. I would never recommend this dealership to anyone, and I will be looking elsewhere for any future vehicle needs.

  Business Response

  Date: 03/27/2025

  I personally spoke with customer today 3/27/2025. All concerns handled and we are moving forward with the repair process.

• Initial Complaint

  Date:01/29/2025

  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 financed a 22 Silverado with just over 20k miles on 12/18/24. I purchased the platinum extended warranty for $4950, with 12k miles or 1 year left on the manufacturer warranty. I had the truck registered in ****. When in **** 14 days later, I was told by the dealership to get a 4334 form from any dealer for out of state inspection. It was not a 4334 form and the dealers don't do it up there. 2 small inaccuracies. I thought I could maybe handle the plates myself since I was in **** but the dealer hadn't sent anything to the *** in ****. Keffer failed to submit this. On my way back from ****, I broke down in ********. Essentially, I had to pay $380 for a tow and 4 nights at motel. I would not have stayed as long if I could've got a rental as easy as it was explained. I was told all I had to do was drop the keys off to any dealership and I could get a rental, free. When acquiring about a rental from the warranty company, they didn't have info about my extended warranty, so that was not reported either. Get that resolved and then turns out, I'm not eligible for a rental until the vehicle is diagnosed. Both finance guys at Keffer told me I had a $100 deductible that covers tow, parts, and repair. As for the tow only $100 is to be covered, so another lie. With this warranty, I have travel inconvenience coverage but because the manufacturer warranty covered the repair, the extended warranty company claims they are not responsible for reimbursement. When picking the truck up from repair, I was notified there was a recall on parts in the motor as of 9/12/24. Because of this inconvenience, I missed 4 days of work valuing $1600. Add that to the $380 + $700 monthly payment and that comes to $2680. I consider that my first truck payment because of these inconveniences. I'm now on my 11th day of driving on expired plates because of their negligence. There is too many inconveniences too soon to make me feel okay about this. Their main priority is to get customers out the door.

  Business Response

  Date: 02/21/2025

  Please see attachment for statement.

  Business Response

  Date: 02/21/2025

  please see attached

• Initial Complaint

  Date:08/16/2024

  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.

  Submitted a Service Contract Cancelation Request to ***************** by email on 03 May 2024. 08 May 2024 sent follow up email to ***************** and he ***lied "that it was sent to the girls in accounting". 29 May and 03 June emails sent for follow up and no ***ly. Stopped in the dealership on 10 June and was promised it was being taken care of and should see deposit in 2 weeks. ***************************** was given as the *** and I need to reach out to her the following week. Called ***************************** approximately 5 times and left voicemails with no response or call back from 10 June to 31 July. 31 July I was able to speak to another accountant *** and was told the check was going be cancelled and a new check would be issued on 01 Aug with an email sent to me for confirmation. Allow 2 weeks to process. 16 Aug no payment of any kind or response from dealership. I called at 11:32 on 16 Aug and spoke to ***** and ******************************* was unavailable due to a meeting and they did not know when she would return and no one else could help me with this issue. This delay is costing me around $1500.00 from the refund.

  Business Response

  Date: 08/19/2024

  We have addressed this concern with the customer and all has been satisfied. 

• Initial Complaint

  Date:06/14/2024

  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 purchased a new vehicle at Keffer Kia. During negotiations we agreed on a price of $23,095. After it was all said and done my loan was supposed to be for ****** but instead they filed for a loan in my name for the amount of ******. As soon as I found out, I came back to the dealership to have them correct this issue and they stated they lost my contract and attempted to pressure me into signing another contract for this amount, stating that if I did not sign it I would have to pay ***** in restock and mileage fees. They terminated the salesperson after my purchase in an attempt to cover this up as well.

  Business Response

  Date: 06/18/2024

  To whom it may concern. 
  We have made numerous attempts to contact this customer to see if we can resolve his concerns. We are not sure what the true concern is as we sold ************* his vehicle in 2019 and this is the first time hearing of any issues. All the necessary paperwork we have on file shows the correct balance of $29k along with Mr ****** signature.  

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Collected my money but have failed to process and complete paperwork making my first month's payment to bank impossible to pay. This has negative effect on credit and reputation. Car delivered but does not have correct mileage according to paperwork signed and has visible damage upon delivery. No call backs from anyone at dealership.

  Business Response

  Date: 01/16/2024

  We are currently working with the customer to resolve all issues. 

  Customer Answer

  Date: 01/16/2024

   
  I am rejecting this response because: No action has happened on behalf of the dealership. Only a plan of action has been agreed upon. Nothing has been resolved as of yet. Still no paperwork received despite dealer stating it was mailed weeks ago. Tire still needs to be replaced as well as several scratches buffed out and painted. 
  Thursday 1/18 we are scheduled to have the vehicle picked up and brought to the shop for repairs.

  Business Response

  Date: 01/25/2024

  We have taken care of this with the customer.

  Customer Answer

  Date: 01/25/2024

   
  I am rejecting this response because: I do NOT have my car back from Keffer. Absolutely no way of knowing if this has been resolved. Thank you.
  
  

  Business Response

  Date: 01/26/2024

  The vehicle has been returned to the customer. 

  Customer Answer

  Date: 01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:11/14/2023

  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.

  I was researching a vehicle to purchase and spoke with ***** on Nov 12, 2023. He was very informative and pleasant and I found that the store was closed on that day and he was still very responsive, so my hopes were high that we could work out a deal.The vehicle that I was considering is listed as a Certified Pre Owned on Kia.com as well as many other sites, including Keffer Kia for $21,000. VIN ***************** On Nov 13 I recieved a text from ******** telling me that to make it Certified would be an additional $1995. This was strange since it is advertised as CPO. After I questioned this inconsistency, I recieved a call from Sales Manager ***. He informed me that the vehicle was Keffer Kia Certified and not Kia ********** which costs an additional $1995. My response was that was strange as it was listed on ***'s own website, a copy of which is attached, as a Certified Pre Owned vehicle.It is very clear that Keffer Kia is using deceptive practices listing the vehicle on Kia.com and their own site as CPO, when it in fact is not CPO.

  Business Response

  Date: 11/14/2023

  ******************,

  We are in receipt of your complaint and apologize for any misunderstandings with our advertised vehicle. Upon further review we see that *** does in fact have our vehicle listed on their website as a *** vehicle. We are looking into this and have made to necessary calls into *** to get this fixed asap. In all of our systems, as well as our website, we show the vehicle listed as a *** non certified vehicle (We offer a Keffer Certified warranty on all of our preowned vehicles). We are still unclear as to why it is showing up on ***s website as a *** vehicle but hope to have this corrected shortly. Due to this mistake we would be willing to give you the *** warranty at no additional charge. Please let me know if you would like to purchase this vehicle and I will make the necessary arrangements for the *** warranty. 
  

  Thank you

  Customer Answer

  Date: 11/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:11/02/2023

  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 used 2016 GMC Sierra ****** from these folks on 10/20/23. I mistakenly agreed to an extended warranty and ************* and signed for them. Within hours I communicated with my sales guy that I wanted it cancelled. I expressed the same over the next week to the sales manager and the finance manager. They have refused to send me the documents I need to cancel the warranty. During the contract signing process we agreed that if a particular error regarding suspension service appeared on my display after purchasing the truck, they would fix the problem. I reported the error and was told this is an As-IS sale. The third issue is the truck has hail damage and Keffer initially agreed to repair the damage via text. The suspension issue was written into the contract. They have become extremely rude and condescending, even to the point of calling me names. I want the hail damage issue resolved by a third party near my location and the extended warranty and Gap cancelled.

  Business Response

  Date: 11/09/2023

  To whom it may concern,

  We are in receipt of Mr ********* BBB complaint. Mr. ********* warranty has been cancelled per his request and will be 100% refundable. From my understanding we have requested many times for ******************* to bring his vehicle back to our store for us to look at it and try to address his concerns. It is also my understanding that he has refused to return with his vehicle making it impossible for us to determine what we can do to address his concerns. I would ask that ******************* bring his vehicle back to our location so that we can address his concerns.

  Thank you. 

  Customer Answer

  Date: 11/09/2023

   
  I am rejecting this response because:
  It is untrue.  I heard nothing from anyone regarding making any repairs.  

  Business Response

  Date: 11/10/2023

  ********************,

   

  When would you like to bring your vehicle in for us to address the issues? Please call my service manager ******************* @ ************ to confirm an appointment time.

   

  Thank you sir,

   

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

  General Manager

  Customer Answer

  Date: 12/19/2023

   
  I am rejecting this response because:

   

  I filed a complaint a couple of months ago. While they responded to the complaint with offers to assist, they have done absolutely nothing to help. **** the ** just points me to ***** and *** is the only person to call and that was just to insult me with the old " I don't know what you do for a living, but..." You just can't work with people that think they are smarter than everyone else. We have in writing that on the day I went home with the truck that if the suspension error on the display returned they would fix that problem. I sent via text a picture of the error on my dash showing "Service Suspension" on Oct 29th at 7:57 pm, well within the 30 days. I even spent $180 for a scanner in order to provided troubleshooting assistance. The scanner says the running boards need to be "learned", but my tool will not do that. The other huge issue is the almost $5K in hail damage the ***** said his *************** could easily fix. I have attached screen grabs from my iPhone showing these details. I have yet to hear ***** say he is ready to fix anything. I finally went out last week to get my own hail damage estimates and sent ***************** the lower of the 2. No reply at all. I followed up with ***** this morning but he has not returned my call either and do not expect to hear from him. He has completely ignored me since 10/30. It is over 2 hours round trip for me to the dealership. I can't just show up and expect they fix it while I wait. It needs to be planned and they either need to pick it up or provide a loaner if I have to go to Mooresville. No loaner needed if they pick up the truck since I have other vehicles. Of course, that is if they agree to fix what they said they would fix. Repair

  
  

  Business Response

  Date: 12/20/2023

  Although we do not make every pre owned vehicle perfect in its body condition, we are continuing to work with this customer to arrange inspection of his hail damage issue. Thank you

  Customer Answer

  Date: 12/24/2023

   
  Better Business Bureau:
  I spoke with a different ***********  He has agreed to pick up my truck and take it take it in for repairs.

   

  
  Thank you. 

  
  

  Customer Answer

  Date: 02/05/2024

   
  I am rejecting this response because:

   

  I agreed to close my previous complaint because ***** assured me he was going to take care of my issues. He picked up the truck and led me to believe he was going to take care of the running boards, hail damage, the suspension problem, and the highway paint problem. He had my truck for almost 3 weeks and only partially repaired the hail damage and replaced a brake light bulb. Of my $4500 estimate for repairs the roof damage was $2500 of that. They did nothing to repair the roof thinking I would not notice. They also refused to repair the suspension problem that we had written in our purchase contract. ***** claims I agreed to the hail damage repair instead of the suspension repair, which is totally untrue. If that was the agreement, why did you not do what you claim we agreed to. Unfortunately, I had to get an attorney involved and incur additional costs.

  
  

   

  
  

  Business Response

  Date: 02/05/2024

  Attached is the proof of refund payment sent and receipt of check as well as deposit from ***** Fargo. This check cleared our account last month. 

  Customer Answer

  Date: 02/06/2024

   
  I am rejecting this response because:it's too late.  The refund was not posted to my account until today.  I previously contacted ***** Fargo and they launched an investigation.  I paid $539 earlier today in order to file a small claims suit in Iredell County.  I have a feeling that prompted Keffer to do something.  We still have the contracted suspension problem to take care of.  I suppose we will address that in court.
  

• Initial Complaint

  Date:09/06/2023

  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 was informed I needed a new drift shaft assembly for my *** ******* and when I asked if it was covered under warranty, they told me they had no way of telling me but I had to call the *** I bought it from. Not knowing anything about cars, I trusted them and got no information from the *** I originally purchased the vehicle. I ended up buying the parts mentioned above which was around $800. When I found the part cheaper somewhere else, I returned the part to Keffer Kia and was charged a return fee only to bring my vehicle to ************* in ******* and find out it WAS covered under warranty. They attempted to cheat me out of my money for the parts and labor while knowing all along it was covered.

  Business Response

  Date: 09/08/2023

  Good morning, 

  My name is *******************. I've left two voicemails for the customer to return my call so we can discuss and resolve this matter.  I haven't received a response back yet from the customer. I will continue to try to reach them via cell phone. I gave them my personal number that I can be reached at their discretion. 

   

  Best , 

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

  Service Director Keffer Kia

• Initial Complaint

  Date:08/16/2023

  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.

  I was interested in purchasing a **** Kia ******** SX, stock number T46024.I was happy with the advertised price (that I had to submit my phone number and email in order to see) of $43,975. I applied for and was approved for the above stated amount from my lender. I then scheduled and appointment to test drive the car and potentially buy. I drove the car and loved it, went to get my wife and bring her back the next day. She also liked the car. Thats when we were notified that the price was actually $51,080. I told my sales rep ****** about the online price and my approval at the advertised price. Thats when I was notified by ****** that the online price is a gimmick to get customers in the door. I found this to be extremely predatory and honestly a sad way to conduct business. I am unsure if this is a legal way to conduct visiting ** but it does not seem to be especially since the listed online price does not state that its with qualified discounts or any qualifications to receive that price.

  Business Response

  Date: 08/21/2023

  We are in receipt of ************* complaint dates August 16, 2023.
  
  We take these accusations very seriously, as they would amount to an admission of false or misleading advertising if the Tereek had actually commented that our advertised prices and call center conversations are nothing more than a gimmick to get people in.  According to Tereek, the customer asked what was included in the value-added addendum that was applied to the vehicle? They further stated that every dealership they had spoken to have some sort of additional package on their vehicles but that the ****************** never mention it.  The actual response provided by Tereek was that it I that he made was that the We would agree that Tereek's response was that the internet ****** job was to make appointments and answer questions.
  
  While Tereek's response is accurate, it is incomplete.  Yes, it is the Internet Department's job to set appointments and answer questions, they do not typically deal with any price negotiations because the customer's trade or any desired after sale items have not been discussed yet.  Because the Addendum package offered by our Dealership and others is optional, it is not disclosed as part of an advertised special.  Doing so would overstate the price that would be required to purchase the vehicle.  
  
  In fact, while negotiating the deal with ************** was provided a full reduction of the amounts charged for the additional value-added package and in addition was given a trade value that exceeded our wholesale trade appraisal by $2500.  After being informed by Tereek that the customer elected not to purchase any of the 3 vehicles we negotiated on, I attempted to call and address any concerns right away.  Unfortunately, ************* did not return my call.  I remain willing to discuss the matter further with him and apologize for any lack of clarity that ******* comments might have caused.