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:03/31/2025

  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 brought my 2017 Kia Niro to Burlington Kia in New Jersey for engine repair under my Fidelity extended warranty. The shop replaced the short block, but the problem was not fixed — the car is still misfiring and the check engine light came back with the same codes (P0301, P0303). The service center clearly saw the issue persisted, but they did not follow up with Fidelity Warranty to complete the repair. I’ve contacted the shop multiple times — by phone and in person — and they are now completely unresponsive. I’m requesting that Burlington Kia take accountability and either: – Communicate with the warranty company to finish the job properly, – Or provide documentation or explanation in writing. This situation is ongoing, and I am now stuck with an undriveable car and no support from the repair shop that handled the case

  Business Response

  Date: 05/01/2025

  Please call ****** ******** @ ************ to schedule bringing the vehicle back in to diagnose your issue. We would love to resolve this for you.

   

   

• Initial Complaint

  Date:02/02/2025

  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.

  Bought a certified used vehicle and my car has been serviced and everytime we service the car it comes back with bigger problems and the customer service there is horrible. I recently took it for an oil change and now it has a massive leak and the supervisor tells me it has nothing to do with the oil change.. obviously it does, they allowed the same mechanic to work on my truck when I previously asked them not to allow him to touch the vehicle because he was honest of not having any experience working on my type of vehicle. There response is horrible and they do nothing to help the customer..my truck is still is still leaking massive oil

  Business Response

  Date: 05/01/2025

  This customer did not purchase a certified vehicle. They bought a preowned Ram 1500. They bought a vehicle service contract which allows them to have their vehicle serviced at any dealership including the Dodge/Ram dealership. We can setup an appointment to diagnose her vehicle at the Dodge/Ram Dealership to help accomodate any issues she is having with the vehicle.

   

   

  Customer Answer

  Date: 05/01/2025

  
  Complaint: 22889028
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:01/29/2025

  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.

  My vehicle is being serviced by Kia under warranty. The warranty provider (********) has a policy to provide rental car assistance of 10 days to complete repairs. The service provider (Kia) has had possession of the vehicle since January 1 and the rental car company is insisting upon payment. The delay is solely on the part of Kia, and as such Kia should have to pay or provide a vehicle due to their delay. As of January 29th, the vehicle has not been serviced and according to Kia the part has not been received. I believe this delay was intentional due to Kia's reluctance to incur charges due to service.

  Business Response

  Date: 05/01/2025

  Unfortunately ****************** makes the final determination of all warranty coverage. The *** warranty does not cover any loaner vehicles in their guidelines. Any rental vehicles are solely the responsible of the consumer. The customer is free to speak with Kia ******** affairs regarding any reimbursement of rental costs.

• Initial Complaint

  Date:08/08/2024

  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.

  My car is in the shop at Burlington Kia for a engine recall. My car was towed to the establishment on 8/1/30/2024 for a recall on my engine. I was advised by the person who answers the phone that they do have courtesy vehicles available. Once I called to get infomration and the status of my vechile ******* advised me there were not fleet of vechilies available. She then provided me to the corporate office for futher assistance. I was under the impression that the number ******* gave me was to a courtesy car due to the dealership not having one for me. She was not helpful and very short and nasty with her responses. I've never heard of a dealership not having vehicles for owners who's cars are being serviced and under a recall that they are responisble to fix. My car is under a class action suit. I'm highly disppointed with the services at Burlington Kia! They infomred me that I would have to rent a vehicle submit reciepts and forward to the recall center for reimbursement. At this time I still have not recieved a call about a loner or if they are able to locate one for me. I've also reached out to the services manager several times to discuss this matter and he has not returned my calls. This is a huge inconvience on me with getting to work and getting around in the community. I will never deal with this dealership again!!

  Business Response

  Date: 09/26/2024

  This customer's issue was with ****************** as a recall. Burlington Kia must adhere to the strict guidelines set forth by their recall bulletin. This recall did not allow for a "loaner" vehicle while the repairs were being completed. We provided the customer with the ******************** information so she may reach out directly to them to see if they would make an exception and provide her with a loaner. She did not want to contact ******************** and we are unable to authoirize a loaner or rental vehicle unless they approve it.  

• Initial Complaint

  Date:11/29/2023

  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.

  On 10/21/23 I purchased a Certified used 2020 Kia ******* from Burlington Kia in Burlington, **, after I had reviewed the purchase price, had been shown and introduced to the features of the car, visually inspected basic obvious physical appearance of car, was provided and read the car's Carfax report and took the car for an off lot test drive. I was satisfied with what was presented and how the car performed during the test drive, which was approximately one mile (10 minutes) in length. After the purchase I proceeded to drive the newly purchased car back home to *********, **. After driving approximately ***** minutes, while in stop and go traffic, I suddenly realized that the car's check-engine light was on and that the engine was idling at about **** rpms ( which is about twice as fast as it should be ). In addition to this, while the engine was racing the car would try to suddenly try to jump forward. while at at stop light. This happened several times, going on and off, on the way home. Since this was a Saturday and it was now late in the day I had to wait until the next Monday to call Burlington Kia to let them know what had happened. These events repeated several times over the weekend... I called first thing Monday, and they said to bring it in the next day Tuesday, 10/24/23. Which I did...The service department at Burlington Kia ran some diagnostic tests that day. They indicated to me that the main computer unit that moniters the engine functions needed to be replaced. They had to get that approved by "corporate" and that the part had to be ordered. It was standard procedure to go through corporate and it would just take a few days for the ok to come in and then get the part requested....However, on the 26th of the same month I got a call from ****** in service, she left a voice mail, saying corporate wanted more extensive testing done, and that I would have to leave the car for an unknown number of days for this to be done. I called her back, and she restated herself. So I returned the car for more testing. They had it for 10 days. ****** called me back on day 10, said the car was done and to come and pick it up...I went back the next day. picked up my car...Was NOT fixed. Immedate same problems. They then said I could take car to a dealer near me and theyb could fix it. This I have done. My local dealer is having same issues with corporate. Not allowing they to address their findings and requiring more testing....I have been patient with this process far too long...In addition to the above, during this time I have stumbled across and been provided with information that Burlington Kia knew that this car had a strong history of this problem an did not provide me with this information. It was kept from me... I have the original copy of an invoice that the original owner had the same issues shortly after he bought the car in 2020. Then,again, he had these issues crop up just before he traded this car in for a new car at Burlington Kia in September, 2023, (this is in an updated Carfax that I obtained from my dealership **************). All of this information Burlington Kia had about the car having these unresolved issues,but were never given to me. I was wrongfully mislead that I was buying a ******************Owned Vehicle. Important information was withheld that would definetly have influenced my decision on whether to purchase it or not. I have copies of said documents, to be provided upon request...Burlington Kia has these copies as well.

  Business Response

  Date: 02/14/2024

  Burlington Kia opened a techline case for the customer's issue and was advised by *** to have a flight recorder monitor the vehicle while being driven. We followed thier instructions and they gave us a diagnosis which we followed. We performed their suggested fix and returned the vehicle back to the customer after we didnt find the issue upoin driving the vehicle again after their fix. We openeded the case as per their warranty policies and followed their guidelines since they are the provider of the warranty. The customer unfortunately had the issue come back after picking up their vehicle, *** consumer suggested the customer bring the vehicle to a dealership closer to their home to have additonal tests done since they needed to record the drive againn with a flight recorder. We must adhere to ***** warranty policies and follow thier guidelines for diagnosis and repair since they administer the warranty on the vehicle. We provided the customer with the Carfax report at the time of sale that was acknowledged by the customer and signed. Any issues or problems that the vehicle may or may not have had were repaired and fixed prior to the vehicle being offered for sale as in the guidelines of the ********************** Program. This vehicle was CPO certified and qualified for the program.   

• Initial Complaint

  Date:08/07/2023

  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.

  I took my car in for service because my check engine light was on. They were running a diagnostic test and they said that my engine was bad. They replaced my engine and have been misdiagnosing my car since then. They have told me it was my engine, then it was the catalytic converter, then it was sensors, then it was the main computer (ECM), then it was the wire harness. They are saying that I am responsible for almost 10,000$ to get my car when it is fixed. They have had my car since June. I do not think that I should be responsible for the technician's misdiagnosis of my car. Also, the dealership had said that they will not honor my coupons that I received via email. They keep telling me my car will be done and it is never done, they have told me that it would be done on five different occasions. The repair cost does not include the engine as they told me that was under warranty.

  Business Response

  Date: 08/11/2023

  Please reach out to *********************** our Service Director @ ************ so we may help resolve your problem. Thank you for giving us the opportunity for an amicable resolution.

• Initial Complaint

  Date:06/21/2023

  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.

  My car stop and restart I sent the car to *** in Burlington ** and I had too keep calling for help bad customer service. And when I got my car back lights were coming on abd itvwas making all kinds of noises. It was not making or doing before I took . The lights in my car eas not coming on before I took it there . I truly believe they did something with my car also the *** who was working woth me never contacted me at all .

  Business Response

  Date: 07/12/2023

  Autumn

  Please reach out to *********************** the Service Director @ *************************************** to resolve your issue.

  We would be happy to help with your service issue.

   

   

   

  Customer Answer

  Date: 07/13/2023

  
  Complaint: 20215515
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/07/2023

  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.

  I scheduled an appointment to have my ****** replaced by Burlington Kia, after finding no other independent shops would install a *** ****** due to known problems. My orginal experience with then just to get an estimate and diagnosis was not good. It took several days before they actually took my vehicle into the shop to diagnosis it and basically just said oh you need an ****** and it will be pricey. After being unsuccessful with finding another shop to do the work and saving the money for repairs I scheduled my appointment with **** The friday prior to my appointment i was called and told they needed half down for the parts which i paid $2,500. Monday the day of the appointment came and no contact from the shop. I drove by that night and saw my car was still sitting behind the service area. I called and left a voicemail for a status update.I was given a call back and told the ****** would arrive weds and they would begin work then. Thursday evening i got a call stating the ****** they had ordered was the wrong one and they had only realized after pulling the old ****** out..I was told my vehicle which was orginally supposed to be done friday would now be delayed until tuesday as they could get another ****** locally. Monday morning i got a call stating the ****** the obtained from another deler was damaged, that it appeared it had been dropped and they needed to order an ****** from *** directly. I was told there was no eta on the ****** arriving and given a number to call for me to speed up the ******s delivery. After calling the 800 number i was told it would be 10% of the cost of the part to get the ****** delivered quickly and that they would contact the dealer and get back to me. I have no heard back from anyone on this matter. This is $5,500 job and my car is now sitting torn apart and *** has no offers of paying to speed up the parts needed or even offered an apology for their mistake. I now have to take my time on lunch to make phone calls.

  Business Response

  Date: 03/07/2023

  ******** we are sorry your experience was less than perfect. Unfortunately, we are handcuffed by the manufacturers when ordering replacement engines and their costs. We do our best to accomodate our customers but we do not manufacture the needed parts and have no control over the time it takes to obtain them from **** We will do our best to get your vehicle completed once the parts arrive. There are many of these engine issues we are working on currently and are doing oour best to make eveyone happy. Maybe *** would be able to pay for a rental car if you ask them directly as we have no control over this either.