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:03/06/2023

  Type:Billing 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 fleeced in the Dan O'brien Concord NH Kia scam. I bought my car February 21, 2021. I was pressured into buying a service contract that I could not afford, Which increase the price of the car by $6000 after interest will be paid. I brought $17,000 to table to buy this car. Even still there were multiple credit inquiries. I managed to make my payment very low and then a surprise call after I had already left with the car a week later, DOB employee called saying that there was mistake made on my paperwork and they need to come to my work! They had me re-sign something! Next I knew, my payment went up! As I had just went through a terrible divorce & I needed help with my credit. They promised that within 6 months of paying the service contract on time, to line 5, act of this would improve my credit, which it did not. I payed a whole year to cancel line5 contract. I have never been made whole after canceling the line 5 contract nor did they service my vehicle the when I needed it! Also when I requested Emergency Roadside They were scheduled and they never showed up which required me to be arranged by police and the next day used my Personal car insurance policy to tow me. Most recently I have fell behind on my car payment. I have requested relief but they keep putting it back on me, Asking what type of relief I would like through Santander another scam. I would like to see my car loan paid off because I never received a refund for the line 5 and I would like to see my title in hand that's the relief I want. Now that I've foundoubt that there was a lawsuit action against santander and Dan O'Brien I'm really really hurt and I feel stupid and I've been victimized. And now I am suffering financial hardship because of both companies fraudulent and unethical business practices. Waiting on Santander & Dan O'brien Kia to contact me is & was a mistake. The fact that they still actively did/do this up to 2021-2023 is mind blowing! They both took advantage of me!

  Business Response

  Date: 04/07/2023

  An investigation into the consumer’s allegations has been conducted.
  

  With respect to the service contracts that the consumer purchased though Line 5, the response is as follows. In January of 2022 we cut a check for the return of the unused portion of the service products premium the consumer is referencing. This check was made payable to Line 5, LLC. In most circumstances, the dealership is required to send unused funds to the financial institution that provided funding for the transaction.  Once the financial institution that provided the funding for the initial transaction has received the amount due to them, then that institution has a responsibility to send any excess funds to the proper party. In this instance, if the consumer believes she is entitled to the return of the unused service product premiums due to early payoff, then she should to address those concerns with Line 5, LLC.
  

  With respect to any allegations concerning the financial institution that the consumer contracted with to purchase the vehicle, those concerns need to be addressed with that institution.
  

• Initial Complaint

  Date:02/23/2023

  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 purchased a Kia Sportage in November of 2022. Since I live in Maine, I was charged sales tax for the vehicle. I was under the impression the payment of sales tax would be handled by the dealership and when I registered the vehicle with the state of Maine they accepted the itemized receipt as proof of paid sales tax. A week later I received a check made out to the Town of South Thomaston from Kia for the amount of the sales tax. The town office does not handle sales tax and the check should have been issued to the Secretary of the State of Maine. I have called Kia numerous times and left a message with the finance department, sent emails to multiple different contacts and my calls have never been returned. I have received several "texts" to my phone number but no response to my asking for a call back. It has now been 4 months without resolution to this situation.

  Business Response

  Date: 03/22/2023

  We have looked into this matter and have resolved it. 

• Initial Complaint

  Date:01/18/2023

  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.

  I sent in cancellation paperwork to Dan O'Brien kia for cancellation of extended warranty and dent repair contracts. This was in November 2022. It is now almost 2onths later and it still has not been processed. I took a loan out from line 5 on these contracts and am responsible to payontjly for this. I feel it should have been completed by this time. Also interest keeps accruing on this needlessly. All I ask is to finalize this and pay back what is owed.

  Business Response

  Date: 02/01/2023

  This complaint has been investigated. We are able to confirm that the refund was sent the financial institution that provided the financing on this purchase. If the consumer is seeking and of the proceeds from that refund they would need to address those concerns with that financial institution. 

• Initial Complaint

  Date:12/06/2022

  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 have a car from got less then a year ago from the concord dealership have already been there three times because of this issue with leaking oil they say fixed it ...it was not fixed then they said the put a dye in the oil now its a we dont have time or a rental for you to use who can just leave there car without having a car to drive i need to go to work can not just take a week off waiting then they say it is a kia america problem they have to get approval to do the work and they dont know whats wrong to get it fixed seems like just a blow off.. say they want to help but offer no real solution to the problem its a brand new car and i want it fixed correctly and promptly they keep saying its good or we did this now dive it 1000 miles and call us back and i call but its we dont have techs on or you can sit here and wait and we will lok at it but that does not mean we can fix it

  Business Response

  Date: 12/16/2022

  On December 6 the consumer was contacted and provided alter transportation while his vehicle was being serviced. On December 8 the service on the consumer vehicle was completed, the consumer picked up his vehicle, and returned the alternate transportation to the dealership. 

  Customer Answer

  Date: 12/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18527549, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/14/2022

  Type:Order 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 car from this dealership in July of 2021. I ended up trading the vehicle in at another dealership this September. Upon trading in the car I worked with the new dealership to send in all documentation needed to cancel my extended warranty purchased at Dan Obriens. I was told the process could take 4-6 weeks. About a month later I called to check in on the process and was told my request was “never processed” and that they did not have “any request on file”. I made it very clear that I spoke with someone directly, sent the paperwork over, and was confirmed that this was in process. They guy I talked to told me I would have to resend in the documents and restart my wait time. After sending in every document I had from my trade I was told that the paperwork was not sufficient and they needed a specific “odometer form”. I reached back out to the dealership I traded the car to, and they made it very clear this information had already been sent, and that Dan O’Brien was making it difficult for me to cancel the policy. I have sent the “odometer” statement three times now asking for someone to verify it has been received and the cancellation is in process with no response. I have been trying to process this since 9/9/22 with absolutely zero progress. I have a legal right to cancel this warranty and receive a refund for what I did not use.

  Business Response

  Date: 11/25/2022

  This consumer issued was looked into and a refund check has been cut for the consumer.  The dealership reached out to the consumer to see if they wished to have the check mailed or pick up the check but dealership was unable to get clear direction from the consumer.  The dealership is mailing the refund check to the consumer.  

• Initial Complaint

  Date:11/08/2022

  Type:Order 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 dealership bought my 2021 Kia SElto back from me in February 7th. Once everything was paid off I was supposed to get my gap money back. It is now November and still nothing , I have gone there and they said they forgot never sent it again but they gave me a copy so I sent it to axiom myself and kept in touch with the gap company. They received the check in July but if I call they won’t help me or let me talk to anyone .it’s not a vey good way to do business I paid for the gap insurance so I should get it back .I have all the paperwork for proof. Please help me.

  Business Response

  Date: 11/25/2022

  After looking into this matter a refund check has been issued and mailed to the consumer.

• Initial Complaint

  Date:10/24/2022

  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.

  Went to look at 2012 Porsche Boxster in late September. After agreeing on a price. I said I will use my credit union for the loan. They said no they can’t process outside loans. I filled out credit app and they came back with a 16% APR and said I need a co-signer. I said no to the deal as my back was much lower and already to go. Again good they said no to my offer of using my credit union. I feel they are taking advantage of people by adding more percent points on to the loan offer. Thus not allowing the consumers to shop for a better pricing.

  Business Response

  Date: 11/11/2022

  An investigation was done into this matter. The consumer was attempting to purchase a used vehicle but the parties were unable to agree on all final terms. No agreements were signed. Shortly thereafter the used vehicle was purchased by a different consumer.  

• Initial Complaint

  Date:10/21/2022

  Type:Order 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 entered a lease agreement with Dan O'Brien Kia of Concord on October 7, 2022. As of today, I have not received my vehicle. I have been mislead and presented false information throughout this process. I was invited up to see a specific vehicle which they refused to show me. They refused to allow me to return on weekday to finish the paperwork. They kept me there for approximately five hours without speaking to the finance person who admitted that he was not licensed on NH. Then the man tried to increase the amount of the loan substantially. The entire transaction was recorded. They have failed to submit paperwork timely to my motor vehicle insurer and to the Massachusetts Registry of Motor Vehicles. I was told that I would have my vehicle within 7-10 days. Then I was told told 10-14 days. Now I am being told it will be three weeks. I have already paid the first month of the lease and have had to continue to pay for the vehicle which I am trading in. I have received numerous text messages from a person who refuses to identify themselves by name despite numerous texted requests for their name. I have asked for the contact info for the owner via text several times to discuss the many issues I have faced and they have refused to provide it. When I asked for this information to file the Complaint, I was told that I was harassing them. I had someone check with the RMV today to see if they had actually filed the paperwork. As of earlier today, they still had not done so. The unidentified person said it was overnighted to them on Thursday. I asked for proof. I was denied it.

  Business Response

  Date: 11/07/2022

  The issue has been addressed and the consumer is in possession of the vehicle.

  Customer Answer

  Date: 11/12/2022

  
  Complaint: 18295975
  
  I do not accept the business's response as a resolution to my complaint because: [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.]
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:08/31/2022

  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.

  Purchased a 2019 Sorento they wanted so badly for us to take the car they removed my plates from my old car and said they would arrange the registration, it took them 3 1/2 weeks to get the registration sent to me . Then 5 months after my purchase the A/C stopped working,I decided not to to take it to Dan Obrien after have a bad experience so I took it to another dealer to check it out and found out their is a sensor in the windshield to sense for rain and for the windshield fogging which will turn on the defrost or windshield wipers. The windshield at some point was replaced with a non factory windshield with no sensor so the A/C Would shut off and auto windshield wipers won’t work. I purchased an additional warranty through Dan Obrien Kia and they will not repair the problem which would entail adding the sensor and some special conductive caulking I spoke to the manager of the dealership and was told they will not correct the problem and I should go to a different dealer to get a second opinion and pay out of pocket to repair it

  Business Response

  Date: 09/15/2022

  The consumer purchased a used vehicle from the dealership. When the vehicle was purchased, it included a windshield that was completely safe and passed inspection. It appears from the consumer’s description that at some point in the vehicle's history that the windshield was replaced with a version that did not include the sensor. Often times when an consumer needs to have the windshield replaced, a aftermarket version is used that does not include the sensor. The price difference between the manufacturer version and after-market version is often substantial and usually the basis for the consumer making this choice. The dealership did not change or replace the windshield in this vehicle. There is no warranty that the dealership offers that would address the features raised by the consumer. 

  Customer Answer

  Date: 09/20/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: Reason was not provided by consumer.
  
  Sincerely,
  
  Thomas V******

• Initial Complaint

  Date:07/26/2022

  Type:Billing 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 30, 2022 I signed a contract for a 2022 Kia Seltos at Dan O'Brien Kia. I was told by the salesman and finance manager that my wife would also need to sign, but that everything was all set and congratulated me on my purchase. The salesman actually came to our house to have my wife sign paperwork that same day so as to then overnight it to California. The salesman told us that the Seltos we were buying was at a different location, but would be picked up by an associate and we would be able to pick it up in a day or two. The next day, the salesman texted my wife to say that we missed a signature and he met her at her work so she could sign. Later, that same day he called to say another signature was missed and he sent someone else to our house to sign that. We texted the salesman a couple of days later on Saturday, April 2nd to check the status, as we had not heard anything. He told us, "The car was ready yes we are just waiting for all the documents and your stipulations to verify and clear with the bank. We will have more of an update early next week after the bank has reviewed everything." Five days later, on Thursday, April 7th, we both got texts, phone calls, and emails while at work by many different people from this company saying that they needed more copies of my paycheck stubs. This happened again on April 8th, so at that point we told them that we were no longer interested in the car and to cancel everything. On April 12th, we got a text from Amber saying our car was ready. Amber from Dan O'Brien Kia argued with us and flat out refused to listen to us, but somehow got the financing through without the copies they said they needed. We told her again that we did not want the car and had bought a new car from another dealership. We are still getting billed by Kia Finance for a car we do not have and never had. This has had a huge negative impact on our credit report and we want it to be corrected right away.

  Business Response

  Date: 08/11/2022

  We have looked into the matter and upon review are taking the necessary steps to address the issue.