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:03/21/2025

  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 purchased a *** Optima from this dealership in August 2016. I found out years later that the particular engine for my car is involved in a class action suit due to excessive oil absorption. It only became a problem for me 2-3 years ago. Their service department basically told me to let my engine die, because that it is the only way they can replace it. I did not want to do that. So I've been getting excessive oil changes for the last 2-3 years. My car has never made it to 3000 miles without needing an oil change. Sometimes after just 1000 miles. I called the ****************** yesterday. I have an oil absorption test scheduled on 4/3/25. But again was told I wouldn't get a new engine until it dies. I think that is ridiculous and disingenuous by ***. I was never told about this when I bought the car, which was also disingenuous. I would like to get the engine replaced as which was agreed upon in the settlement.

  Business Response

  Date: 03/21/2025

  We are very sorry you are having this issue with your **** The warranty and recall is all administered by the Manufacturer which is ******************. They make the final determination on recalls and warranty claims. Unfortunately we are unable to make any decisons on these claims as *** is the Administrator. You are free to reach our directly to *** consumer affairs to address this issue directly with the manufacturer. 

• Initial Complaint

  Date:01/17/2025

  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 have a 2019 Kia ******* that has a ****** mile bumper to bumper warranty that I paid extra for. I was experiencing transmission trouble at approximately ***** miles. I brought it in to Turnersville Kia and after diagnosing the problem, they told me I needed a new transmission and it would be replaced for free under my warranty. They also said that they would submit the claim to corporate for approval. They called me back and stated that corporate suggested that I do a transmission service that ended up costing me $******. Approximately a 1000 miles after that service, the transmission problem was worse and the check engine light came on literally the morning of my return appointment to have the transmission evaluated again. After Turnersville Kia reevaluated the transmission, they once again told me the transmission needed to be replaced and resubmitted it to corporate who then approved the replacement to be covered under my warranty. At this point I requested , ( more than once), that my $****** bill for the transmission service should be refunded because Turnersville Kia told me after their 1st evaluation that the transmission needed replacement. Plus, I only got approximately a 1000 miles after that transmission service before the 2nd evaluation , in which the transmission was then replaced. I explained that it is very unfair for me to have paid $****** for a service that was not needed. The transmission needed to he replaced and thereby the transmission service was not needed. After talking to ***** ( service consultant) , and then *** ( service manager) , I was offered less than half ($200) as,a refund for a totally unnecessary service. This is unacceptable and now I demand my $ ****** be refunded or I will seek whatever means at my disposal to make sure the public becomes aware of the way Turnersville Kia chooses to do business.

  Business Response

  Date: 02/24/2025

  Turnersville Kia was able to get *** to goodwill this transmission for the customer. The transmission service was agreed to by the customer and was completely authorized. The customer signed the repair order and authorized the work completely. Again we were able to get this EXCEPTION repair authirzed as a one time GOODWILL and was charged against Turnersville Kia's budget.

  Customer Answer

  Date: 02/25/2025

  
  Complaint: 22827541
  
  I am rejecting this response because: As stated in my original complaint,  I HAVE A ******* mile powertrain warranty on my vehicle.  Kia of Turnersville did NOT make an " exception , " nor " goodwill " me anything. I was told by the service administrator when I brought the vehicle in the first time that the transmission needed to be replaced and it would be COVERED UNDER MY WARRANTY.  Then, she called me back to tell me that corporate wanted a transmission service done BEFORE replacing the transmission.  It's laughable to try to make a point the you made an  " exception " , and  the new transmission was a " goodwill " , considering how vigorously you're disputing a refund that amounts to under $500. I'm sure a new transmission is 10 times that.  Addressing the latter part of your response that I " agreed " and " signed all the paperwork authorizing " the transmission service,  I do not dispute  that. I took my car to Kia of Turnersville for service because you guys are supposed to be the professionals and I am not. I cannot work on my own car because I do not know what I'm doing. I trusted your diagnosis.  I know now I shouldn't have. Kia of Turnersville as an organization and the person who actually crafted this response should be ashamed and embarrassed.  I've bought my last 2 vehicles from Turnersville of *** and have been a loyal customer since 2014. You give credibility to the thoughts that car dealerships and car salesmen are crooks. Thank you for your pathetic response and know that you've lost a customer and I will NEVER recommend your dealership for car sales, nor service, to ANYONE. 

   

  
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:12/03/2024

  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.

  Vehicle's engine seized in May 2024. Vehicle was towed to *** in Turnersville. I paid to have engine taken apart to verify that I got proper oil changes and they stated that the engine is too clean. They are stating that I had the engine was already taken apart and cleaned which it was not. Vehicle is outside the manufacturers warranty by ***** miles. I think they should honor the warranty and change the engine as discussed.

  Business Response

  Date: 12/24/2024

  We are so sorry for your issue with ********** warranty policy. They have the final decision with all manufacturer warranty decisions. You are free to contact *** directly to appeal their decision. 
  

  We must adhere to ********** strict guidelines when it comes to their factory warranty. 
  

  Once again we are sorry this issue wasnt approved by *********** 
  

   

• Initial Complaint

  Date:09/15/2023

  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 financed a new car but informed the dealership to only put the car on my business credit and NOT my personal credit, I was told by the dealership that was done and that I was only the guarantor. I ended up finding out that they lied and that the car was put on my personal credit instead even though I asked them not to and even though they swore that it was only on my business credit. Then when I called back to confront them they told me that they didnt know why the finance bank did that but its nothing tge dealership could do and that I still have to keep the car regardless

  Business Response

  Date: 09/15/2023

  Car is in business name as requested of *********. This vehicle was personally guaranteed and agreed to by ***************************. we hope this clears up this issue  

   

   

   

  Customer Answer

  Date: 09/16/2023

  
  Complaint: 20611076
  
  I am rejecting this response because I was informed I would be a guarantor not a co-signer.  This dealership repeatedly informed me that the car would not show up on my person credit.  I informed them that I have another car in my business name and I am the guarantor and it doesnt appear on my credit.  This car dealership stated to me that it wouldnt as well.  This dealerships shouldnt have lied to get a sale.  I could have search for other means of finance.  
  TD bank is also investigating if you need to speak with them. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/18/2023

  We put the vehicle in the customer's business name as requested. We have ZERO control of how the lending institution reports to the credit bureaus for the business. The customer personally guaranteed the loan for the business and this is same as being a guarantor or a cosigner for the business. Different banks handle business deals differently so once again we did EXACTLY what the customer requested and put the vehicle in their business name. ******* has the final decision on how they report to consumer credit agencies whether personal or business loans. I hope this clears up this issue but again we have no ability to alter the banks policies.

   

   

• Initial Complaint

  Date:10/18/2022

  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 engine seized up. My engine light or oil light never came on to notify me that I was low on oil. They said I had to pay for it because I didnt have receipts for my oil changes. *** has had problems with the engines since 2013. And the warranty for the engines was extended to lifetime. There was an update for the engine knock protection system that I never got an update for. On the picture in the link its says that *** wont deny solely for no receipts

  Business Response

  Date: 10/29/2022

  Turnersville Kia does not make decisions on covering the vehicle since the factory warranty is administered by the manufacturer. We only follow the guidelines set forth in their warranty policies and procedures and  communicate their responses directly to the customer once a decision on coverage has been made by Kia *** We are the service center authorized by Kia ** and have to adhere to their strict warranty administration guidelines. It is the customers responsibility as part of the warranty to maintenance the vehicle and have proof of the maintenance to be furnished if warranty coverage is needed. Unfortunately this customer did not maintenance the vehicle in accordance to the guidelines established by Kia ** in order to get warranty coverage. Kia ** is the ultimate decision maker on all WARRANTY related claims and we are not able to override their decision once it is made. I hope this brings some clarification to the customers problem with their vehicle.

  Customer Answer

  Date: 11/02/2022

  
  Complaint: 18241883
  
  I am rejecting this response because:my check engine light/ oil light never came on to let me know that my oil was low. Cant they check that since its all in the brain of the car?
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/17/2022

  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.

  To whom it may concern,I was having a problem with my 2011 *** ********* I took it for service to *** in turnersville for repair the charge end up being $2.712.85....Not really being clear of the problem. The service representative that was assisting me,(*******) gave me the option to finance with ****** finance company .I took that option ,requiring $800.00 down, and $185.53 monthly there after until balance was paid off. That arrangement started on November 24th 2021 . I even paid off the amount earlier than the contract .On August the 2nd 2022 i paid the remaining balance of $703.74. needless to say the *** still isn't running correctly. on August 10th 2022 the vehicle would not start,I needed to call someone for a ride. The vehicle was never correctly fixed. I called and complained several times just got the run around. Since then ******* has been terminated .I just would like someone to advocate in my favor. thank you for your attention to this matter.***************************** ************ *******************

  Business Response

  Date: 08/28/2022

  Please call *** or *** in service and schedule an appointment so we may diagnose the issue. We need to take a look at the car to understand what is going on. 

  Customer Answer

  Date: 08/29/2022

  
  Complaint: 17731174
  
  I am rejecting this response because:
  
  
  
  Regards,
  The new Service Mgr at *** has been very kind, however 

  that is not solving the problems that the vehicle has.

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

  Business Response

  Date: 09/01/2022

  We will work to diagnose the issue with your vehicle and do our best to satisfy your needs.

  Please allow the service manager the opportunity to remedy the issue.

• Initial Complaint

  Date:08/03/2022

  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.

  These people are a joke had just have cops there today and will be taking legal action they keep you there when buying/leasing car 3 hrs tell you all this bs get you buy car than charge you all these fees you dont see prepaid for oil changes protection against tires etc etc but when time to use any services they give you bunch bs also they say can terminate lease after yr and just pay the termination fee of $400 thats a lie also they want you turn your car in pay the fee than still make payments for the next 3 yrs if your paying for next 3 yrs why would you turn car in now ex bought car from there also was stupid mistake also plenty better *** dealerships around even if you have to drive extra **************** be worth it. These are bunch low life crooks

  Business Response

  Date: 08/14/2022

  Customer was extremely unreasonable and didnt want to wait for a service appointment availability. Customer continued to berate all employees instead of allowing us to address any issue he may have had. He was aggressive and completely disrespectful to everyone that attempted to help him. We did our best with this customer and he wouldnt even allow us to try to accommodate his requests. 

  Customer Answer

  Date: 08/14/2022

  
  Complaint: 17665034
  
  I am rejecting this response because:
  
  After 3 months of not getting things I paid for yes was upset. When they screwed me over on numerous things and when its a 2022car and ac also not working
  
  Regards,
  
  *************************