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 purchased a new Kia ******** with an extended warranty. I sold the car and try to contact the dealership to obtain a prorated refund for the extended warranty. Calling and emailing the dealership for a month now with no resolution. When I get to talk to a person over the phone I am promised someone will call me back, however no one calls. I sent e-mails and received replies to the email, again with promises that someone will contact me, however no one is contacting ***** is my right to cancel the extended warranty and receive a prorated refund, however this dealership does not comply.

  Business Response

  Date: 04/01/2025

  Good afternoon, this complaint was taken care of by the finance department by calling the customer to answer any questions or concerns that he needed to be addressed in a timely manner. To provide the cancelation documents that are required to start the process for his request to be successful. 

• Initial Complaint

  Date:10/14/2024

  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 went to Towbin dealership on 11-12-24 I specifically approved a credit check and for my info to be sent to 1 lender they have sent my info out to a total of seven lenders some duplicates so it reads as possibly ******************************************************************************************************************************** a typed out note no letter head nor signature this will impact my credit between ***** points it also shows on my trans union they ran my credit on 11/11/24 day before my appointment without my consent

  Business Response

  Date: 10/30/2024

  Good morning, ******.
  
  Thank you for reaching out and sharing your concerns with us. I understand that seeing multiple credit inquiries can be frustrating, and I apologize for any inconvenience this may have caused.
  Our goal is to assist you in securing the best possible financing to get you into the vehicle you need. When credit is challenged, we sometimes work with several financial institutions, each with unique requirements, to find the most competitive options available. Please know that every step we take is with your best interest in mind.
  Additionally, all of our applications are submitted electronically directly to the banks, and we have no way to modify or falsify this process. This ensures the highest standards of integrity and transparency in handling your application.
  If you have any further questions or need clarification, feel free to reach out. We're here to help and appreciate your patience as we work to support you in this process.
  Warm regards,
  
  ******
  Customer Service Manager ************

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22418218
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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.

  2021 used ****** Rogue was advertised for $ ****** by Towbin Kia ( see attachment). We liked the vehicle and agreed to the purchase price without haggling on 7/01/24. After signing the contract, it was noticed a day later that the vehicle selling price was $ ****** on my copy of the contract. After several days of trying to contact someone, and cancelling the contract within 3 days, were told there is no cooling off period and the sale is final. Further inquiry shows that the additional $***** amount tacked on was for reconditioning fee which was never mentioned and we didnt see it on the contract that was signed. The salesman **** , manager **** and finance person ****** all refused to accommodate me nor explain why this charge was not disclosed. This vehicle was low mileage and needed no reconditioning whatsoever! This was false and deceptive advertising and I should be reimbursed for the $ ***** overcharge. The business was also non responsive to my concerns and unwilling to come to a compromise.

• Initial Complaint

  Date:06/19/2024

  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 my car on May 4, 2024. I paid $495 + $250 ($745) for advanced GPS. I was told the company is intouch. I have no login details and unable to use the service. I was told several times this would be fixed. ******* and ***** stopped responding and the sales manager **** or **** never returned my call. I left a message on the website and still no follow up. I am also waiting on two checks for referrals at $150 each. I promptly completed the requested W9 and have not received the checks.

  Business Response

  Date: 06/22/2024

  Good afternoon ********,

  We thank you for reaching out and appreciate your understanding in regards to having our systems down. Because of this our business office will not have access to print any checks until the system is fully functioning. We did reach out to ***** our Intouch GPS representative in order to get your log in information and are waiting to hear back from them as well. Please reach us directly with any questions you might have. ************

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21870566
  
  I am rejecting this response because:
  

  The issues are not yet resolved. This should remain open until the *** login is provided and checks cut. 

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

  Business Response

  Date: 06/24/2024

  We understand that you would like to keep the ticket open and why. We can not process anything currently, keep in mind that we are going to get all of that to you as soon as the nation wide outage is rectified and our system is back up and running. For any updates please reach us directly at ************

• Initial Complaint

  Date:10/10/2023

  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.

  TOWBIN swindled me out of my *** $4000 rebate.I purchased a car for cash, paid in full. Towbin purposely held my title up for 3 months in order ******* me out of my *** rebate. The crooked sales woman: ************************* <**********************>and finance manager **************** <*******************************************> told me I needed to sign the rebate form boxes marked below in order to get my title. I was coerced to sign my rebate away to TOWBIN in order get my title, that was free and clear.I filed a complaint with *** ******** they told me I must resolve with the dealer myself.Every step of the car buying process was a scam and I would NOT RECOMMEND doing any business with them!

  Business Response

  Date: 11/08/2023

  Hello ****, the rebate was given to you for your vehicle. That is why we needed you to sign the form. 

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20712035
  
  I am rejecting this response because:

  Even though I paid cash for the car in full. the title was held up 88 days until Towbin forced me to sign the rebate.

  I was tricked by the dishonest finance manager ***, who told me I need to sign on the * in order to get my title. After I signed the rebate, the title mysteriously appeared at the *** in 3 days.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/24/2023

  Hello ****,

  We understand that it is frustrating for our customers to have to wait on the *** for paperwork as they are three to four months behind. Our records show that you purchased on 7/0823 and they title was sent 7/23/23. Please give us a call with any questions you might have ********************* Thank you!

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20712035
  
  I am rejecting this response. There is no need to discuss with a crooked Vendor like /Towbin with a D- BBB rating.
  

  Keep it up and maybe you will reach E rating next year.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/29/2023

  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 9/23 we were sold a car that was recalled on 9/1. They wanted to take possession of the car and saying a scratch is the reason for not giving us our money back of ******. Which is a lie! The scratch isnt worth 800 and they cant sell the car when its recalled for ignition failure. They sold us a car illegally and then tried to steal money over a stupid scratch over a car they cant even sale and shouldnt have sold in the first place. They ran out credit over 50 times without asking and have those texts messages as well. Filed a police report and going to small claims. Read the other reviews they lie! Do not buy a car from them.

  Business Response

  Date: 10/13/2023

  Good afternoon ********,

  last we spoke about this situation, we mentioned that you were not sold the vehicle. You were never contracted on this car and you were never financed through any bank for this vehicle. We do apologize for not being able to get you a deal on this vehicle but would be more than happy to assist you on another vehicle that is suitable for sale. We understand that things happen and know that while you were demo driving the vehicle as we were trying to get it approved, you were in an accident. We are pleased to hear all is well and are just waiting on the insurance claim report confirmation to ensure that the vehicle will be taken care of. Once we have received the claim confirmation stating that the vehicle will be taken care of by insurance, you will receive the deposit that was left. If any is needed  to be paid out of pocket it will be taken from the deposit total and the difference would still be issued to you. Please feel free to call us directly at ********************* Thank you!

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20671470
  
  I am rejecting this response because: We have paperwork that says otherwise. Complete lie! We have a sales contract with both ***** the finance manager and our signature. If you didnt sell us a car why did you take money from us? Isnt that illegal? We did get financed and I paid 800 down towards the **** owed. We only retuned the car due to a decal, bunch of lies and have documentation to actually prove youre lying. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/19/2023

  Hello ********,

  The vehicle was not issued a placard or sent to the *** with your information. We could not get it funded through the bank until the 2k was submitted as a whole because it was a requirement by the bank. We had the $800 as a hold to have in good faith for you to be able to come up with the rest. Because the recall generated before the final amount was submitted the vehicle was no longer eligible for sale. We offered you other vehicles that were eligible and available for purchase however you decided not to go with either option. We understand that they were not the vehicle you had in mind to purchase, however when the vehicle you did want to purchase was returned to us it was damaged. In good faith once more we were more than happy to return the holding deposit once you provided us with your insurance information because of how damaged you returned the vehicle to us. You already had partial returned to you. No we understand that for whatever reason, we will not be provided the insurance information to get the vehicle that was damaged by you repaired, however because we are a reputable company we will be issuing the rest of your holding deposit. If you have any questions please feel free to reach out to us directly at ************* EXT:1224 

  -Thank you

• Initial Complaint

  Date:08/31/2023

  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 the vehicle 5/9/*0** on 6/9/*0*3 the vehicle completely stopped working we towed it to *** for services took *** * weeks to let me know what was wrong with the vehicle. The hybrid battery needed to be replaced the service representative ***** said there was a back order on the hybrid battery and she will reach out to me once the vehicle is repaired. I have called multiple times and no one has returned my call. It has been 3 months since I dropped the vehicle.

  Business Response

  Date: 08/31/2023

  Good afternoon Aneily we are pleased to know that you are aware of the battery back order. Unfortunately with back ordered parts we do not get allocated and estimated time of arrival, however I know that our service department provided you with a rental vehicle for the time being. We apologize for our service lines being busy, they get saturated with customer calls. We are glad to know that ***** mentioned to you that she will be reaching out to you as soon as your vehicle is ready for pick up. Thank you for your patience ******. Please call us at any time at *********************

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20549420
  
  I am rejecting this response because:

  Yes a rental was provided but this is all part of my warranty all included in the price of the vehicle. What Im most concerned about is the lack of communication. I have paid 3 months worth going on 4 months for a vehicle that **** drivable. The rental provided is a standard vehicle I have a full size SUV that fits my family comfortably. I have yet gotten a reimbursement for the first week I had to pay out of pocket. $283.44 to be exact plus my car note. What Im asking is for a full refund of the vehicle or a new one that I can actually drive. How is it that Kia **** able to keep up with the demands. 
  

  Sincerely,
  
  Aneily ***********************

  Business Response

  Date: 09/07/2023

  Good afternoon Aneily,

   

  We understand your frustration and we appreciate your patience. This national back order is new to us as well along with various other *** stores. Please let us know what the $283.44 was for and if you have a receipt for it as well. We do have a kia ********* number you can reach out to and see if anything can be done at a ********* level. *** ********* is *************) You may also reach us directly at *********************. 

• Initial Complaint

  Date:07/13/2023

  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 may 18 my car was stolen On the same day they found my car.my problem is that ************** are taking three time to fix my car. I have very serious problems with my ****** It's getting very hot out side. I have to walk to the store and back. Went I do that I'm very tire. Dond want to have another heart attack. PLEASE HELP ME. MY# IS **********.

  Business Response

  Date: 07/13/2023

  Hello Angel,

  I spoke with our service director ***** regarding the issues to your ignition, axle and driver side window. He informed me that we were unfortunately at the mercy of ***, waiting on parts that have been on back order. He also informed me that he had reached out to you to update you the parts that were needed to fix your vehicle's issues will be delivered shortly and that he set you an appointment to service your vehicle. We are pleased that your concern's are being addressed. If you have any further questions or concerns, please give us a call at **********************.

   

  Thank you.

• Initial Complaint

  Date:07/05/2023

  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 purchased my 2017 **** escape from towbin Kia in May of 2022. After a month of driving it the engine light came on and my car could not be driven. I returned it to towbin Kia for repairs and they told me that the warranty that they forced me to purchase would cover it. They had my car for over a month and avoided speaking to me that whole time. When i finally picked it up (beginning of July) i asked what they did and the man told me that they fixed a crack in the engine. I found out later that repairing an engine like that is impossible and they lied to me. Fast forward a year and Im now living in a new state and Im having the same engine problem. I have tried contacting towbin but they never answer the phone and they dont return my phone calls. The warranty is now refusing to do the repair and told me that it was approved last year but the dealership never collected payment for it. They lied about that too!! The dealership i have it at is telling me that i will have to pay the repairs out of pocket and theres no way i can af**** a new engine. At this point i want towbin to get me a new car. I dont want this lemon that they sold me. I dont feel safe driving it anymore.

  Business Response

  Date: 07/13/2023

  Good afternoon *****, thank you for bringing this to our attention. We looked into your situation and we did take your vehicle in for a check engine light. We have paperwork available for you and **************************** if needed. We sent your vehicle to *************** where they diagnosed the issue as contaminated spark plugs. It was repaired by ******* and paid for by us here at Towbin Kia as a courtesy to you. This is why your insurance company was not billed for it and why they did not pay out for that repair. Fast forward a year later we get your better business bureau complaint stating there was a crack in the engine. Our paper work does not reflect a crack in the engine. We have contacted your warranty company and spoke with ***** who informed us that your policy is still active. They are waiting on your permission to send out an inspector for the "tear down status" this is a standard part of your terms and conditions that is required for any internal engine issues. If eligible, your vehicle will be covered in full by your warranty company with the exception of a $100 deductible. You are covered until May 6, **** or until ******* miles which ever comes first. If you have any questions or would like the paperwork sent to you please call us at any time ********************* You can reach your warranty company at **************.

   

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

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20274922
  
  I am rejecting this response because:

  i understand that you see that i was there for a check engine light but it was much much more than that.  The words catastrophic engine failure were used and your mechanics told me that my engine had a crack. Your mechanics were the ones telling me these things. How would i take it out to look for a crack? I didnt even know that my car was sent over to ******* for repairs until the day i picked up up.  They told me they sent it there and then said that ******* repaired the crack in my engine ******* said all they did was change the spark plugs. Which to me makes no sense when you guys could have just done that over at your garage.  
  

  My car is no longer at ******* *****  Im currently looking for a new dealership to drop it off to.  They let my car sit for 6 weeks and then lied and said they were waiting for tear down permission.  I called them several times during that for updates and they kept saying its in line its in line. 
  

  the warranty company told me that they approved the estimate for a new engine while you had my car and for some reason you never went through with the swap out.  
  

  The car is having the same exact issues as before so it clearly was not fixed.  I have tried calling and messaging your dealership several times Over the past 6 weeks and i have not received a response   The only response i got was to a Yelp review that i left yesterday because your trying to save your campaniles image. 
  

   

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

  Business Response

  Date: 07/14/2023

  Good evening **********;

  Last I spoke with ***** the representative from your warranty company he mentioned that there was no new claim made other than the one from ****************************. If your vehicle is no longer with **************************** then I suggest that the auto shop you have your vehicle at currently should submit a new request, because your warranty company mentioned all they were waiting on was permission from you to send out an inspector. He did also mention that if eligible it will be covered, however that is still pending your permission for an inspector to go out.  I did email you the paper work showing that a year ago check engine light was taken care of and the cause was contaminated spark plugs. Please review the paper work that was emailed to you. I can send them to an alternate email if you have one that you prefer. 

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20274922
  
  Im not sure why youre contacting other people about my vehicle when my complaint was about the service i received at your dealership. Im not accepting the lies youre responding with. My car was not there with a check engine light. When i brought it in the engine light was flashing and the whole engine was shaking. Your mechanic even came out and tried the car in front of me. Maybe you should speak to them about record keeping? Im not sure. I was told a service was taken care of on my car and it wasnt and now Im on the other side of a country with a car that i cannot use because of your business. I expect this to be made right  

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

  Business Response

  Date: 07/27/2023

  We are contacting your warranty company and anyone of the shops involved. Our store's and service department's reputation is being questioned so we are doing everything in our power to help you in this situation. You are now stating that your vehicle was not in for a "check engine light", however in your initial BBB statement you wrote that "after a month of driving the vehicle the check engine light came on". We have the service paperwork from the shops we used. We can resend the service order via email if needed, unless you have them from the first time we emailed them over to you. The only hold up seems to be you not giving your warranty company permission to have an inspector come out to and perform their evaluation. Please let us know if you have any further questions.

  ************ 

  EXT:1224

  Customer Answer

  Date: 08/04/2023

   

  you keep twisting my words around. You keeps saying i was just there for a check engine light   Yes the light came on but it was for much much more than that. 
  

  Your dealership already has a bad reputation in *********. I only wish i listened to those people before i purchased from you. 
  

  All of the calls you keep making make it seem like youre trying to sabotage my engine repair and i dont appreciate it. Your employees lied to me about repairing my car and now youre trying to prevent me from having it done. 
  

  I still have not received an apology for anything i went through with you people. But why am i not surprised? Smh.  
  

  i just want my money back. Come get this lemon you sold me.

   

   

   
  Complaint: 20274922
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/07/2023

  I can assure you that our ******ship is not twisting your words around, we are merely quoting your direct words used in your initial BBB entry. You originally stated that you came for a check engine light, as well as our paperwork that reflects you stating you had come in because the check engine light was on and because the vehicle was running rough on start up. Being the #1 Kia ****** in ******, we did everything humanly possible to diagnose and repair the issues you were experiencing with your vehicle, as we do for all of our guests. We apologize that by us obtaining the information needed for you to have your engine repair, that you feel like we are trying to prevent the repair from occurring. As we stated before, you need to call your warranty company to approve an inspector to come out and evaluate your vehicle as it is a standard part of the terms and conditions on the warranty contract. You are covered until May 06, **** or until you reach ******* miles, we do suggest you contact your warranty company before then so your vehicle may still be eligible to be covered. Please let us know if you need us to resend you any of this information or any copies of paperwork. We would be more than happy to assist you in trading in your vehicle, please stop by or give us a call anytime.

   

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

• Initial Complaint

  Date:06/28/2023

  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 dropped off my vehicle for service on 06/27/2023 and dealt with an agent name *****, very rude and no customer service whatsoever. Vehicle was dropped off at 7:45am. Its now 06/28/2023 in which I have been calling her(*****) with no response. I havent received any updates and no calls

  Business Response

  Date: 06/29/2023

  Good afternoon *****, I spoke with ***** in our service department and she informed me that your vehicle was taken care of and you picked up yesterday afternoon. Please give us a call directly with any future questions you might have *********************