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:01/09/2025

  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.

  About four months ago, I took my 2020 Jeep wrangler in for service and some warranty work. The service advisor at this time was semi professional. He let me know that they needed to order parts and that it could be up to four weeks out. I was told that there would be no problem driving the vehicle that it would cost no more damage. I followed up after about six weeks of not hearing from anybody from the dealership. I called multiple times and just got the runaround. I waited about three more weeks. Then I went into the dealership to talk to the service advisor, who was extremely rude and dismissive. He stated that they will let us know when the parts are in, they have no idea how long itll take, and his word where you will just have to wait. With the way I was treated by the service department the next time I called I called the parts department. They told me that my parts should be in soon within the next seven business days. I then went back to the service advisor, he just kind of snickered at me and said good luck with that. I was a little more ***** when I talk to him this time asking him why the customer service was the way it is. He told me to have a good day that they would let me know when my parts were there. At this point, I think the dealership put my file to the back and Im just waiting for nothing, hoping one day my jeep will get fixed. Also, they told us that it was safe to drive but the smoke from the needed repair I believe is getting ******* family sick. I will be reaching out to a lawyer to follow up on that part. I guess I will just keep waiting with no communication from anyone at. *** Marsh. I believe we are going into possibly the fifth month.

  Business Response

  Date: 02/04/2025

  I do believe ********** has the right to be somewhat upset, but we do not have any control over parts distribution for **********. As you can see by the attached parts order, we ordered the parts on September 19, 2024. A few of the parts were on back order and have since been received. We are still waiting on the main part for this repair, which is the converter. WE just received notification from ********** the part has been released from the supplier as of January 30th (see attachments). We also still do not have actual ***, but the estimate is around February 19th. We would rather not have to go through this either and I apologize if Mr. ******* feels ******* was rude to him. We have been doing everything in our power to get the parts to make this repair.

  Customer Answer

  Date: 02/20/2025

  All I asked for was for them to communicate with me and keep me updated. It took me complaining to the management team and the BBB to get that respect.   

   

• Initial Complaint

  Date:01/06/2025

  Type:Product 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 purchased an extended warranty for my Kia ******** vehicle from Jim Marsh KIA. On 11/11/2024 I cancelled the extended warranty as the vehicle was sold and Zurich who they placed the warranty with acknowledged the warranty was cancelled and a refund would be issued in 45 days by the selling dealership (FICS #********).On 12/16/24 I called Jim Marsh KIA to check on the status of my refund as directed by Zurich. The dealership indicated it sees the warranty is cancelled but it takes them 90 days to send a refund check. This is not acceptable and is not what was communicated in writing either in the original warranty agreement or the written cancellation confirmation from ******. There is no reasonable explanation why it would take 90 days to send a refund check after the extended warranty was cancelled.

  Business Response

  Date: 01/07/2025

  On January 6, 2025, I spoke with *** ******, who confirmed that she contacted Zurich to cancel her service contract. The refund was initially scheduled to be sent to the lienholder, ***************** (KMF). However, *** ****** explained that she had paid off her *** loan in 2022 and refinanced it.
  To verify, we contacted ***************** for proof of loan payoff, and *** ****** later emailed me confirmation that the loan is fully paid off. As a result, a refund check for her service contract will be mailed directly to *** ****** on January 7, 2025.
  
  
  Thank you,

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

  
  

  Customer Answer

  Date: 01/07/2025

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

• Initial Complaint

  Date:09/25/2024

  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 bought a car from them about 6 or 7 months ago. It is a 2021 ****** Altima. I purchased the lifetime battery catalytic converter Insurance. The battery completely died. Left me stranded at a restaurant. That is the least of my problems even though they want me to jump through hoops and I have to take the battery to advanced auto and have it tested to make sure the cell is dead before theyre willing to give me a new battery, but the main problem I have is the *** pump broke in the car and I have to now spend $2088 to have it repaired. The dealership is not willing to do anything about it very unsatisfied the car had other problems when first purchased, they did fix the O2 sensor , but they are unwilling to offer anything at all on a car that was not even purchased from them a year ago

  Business Response

  Date: 09/27/2024

  In response to Mr. ******* We have spoken to him regarding the battery issue and are more than happy to accommodate the matter by submitting a claim to reimburse him for the new battery he had purchased at the time of the incident as he was unable to have car present for us to exchange it for him. As explained to Mr. ******* in this case all he would need is to have battery taken to Auto Zone or any other Auto parts store to have it tested and to submit to us any documentation stating battery is no longer operable so we may have him reimbursed. As for The Issue with The *** pump, we truly apologize, however because the vehicle was sold six months ago as is, and ****************** opted out from purchasing an extended service contract (extended warranty), the vehicle would not be cover. We would, however, see about fixing his vehicle for a discounted rate. We hope this accommodation is to Mr. ******** satisfaction. 

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22338576
  
  I am rejecting this response because:
  
  Sincerely,
  
  Ford ****** I could not wait around for a response from from you, I had to have my car repaired. I have already paid the $2088 to have my car fixed and I called your company to address the issue first and was told by one of your representatives that you do not work on outside vehicles, even though the car was purchased there, do not work on ******. I would have to take it to the dealership. There is nothing you were willing to do and as far as the extended warranty goes, I was not offered one. I was actually given the lifetime battery and all that warranty had rejected and when I told the finance guy before I signed the paper that I didnt want on there, he said I had no choice. Its how they had to do it to work my deal out and I had been there for hours so I just said the h*** with it maybe the warranty on the battery and everything will come in handy. I was never offered any kind of mechanical warranty or repair warranty on the vehicle. 

  Business Response

  Date: 10/02/2024

  We apologize about your vehicle breaking down 6 months after you've purchased it. However, this vehicle would not be covered as it was sold as is. As for the battery, we are more than happy to reimburse you. We would need to have you bring it in to get tested or proof that it is no longer operable.  

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22338576
  
  I am rejecting this response because:
  
  Sincerely,
  
  Ford ******

• Initial Complaint

  Date:07/08/2024

  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.

  4/24/24, I had the Multi Function Switch replaced, for the fog lights to work, 5/7/25, I took the vehicle back the fog light on the passenger side popped out again the put it back. The fog light popped out again and since there was a recall I spoke to ****************** and agreed that they check out on 7/3/24, when I brought the vehicle in for the recall. I spoke to ***** and explained to him the situation and he said "if this is something the did they would repair. I was not able to use the fog lights because it was hanging out. I had an oil change done and was informed the port the fog light sits in and the fog light was damaged. ****************** told me they were not fixing it. I told him your technician was the last to touch it.

  Business Response

  Date: 08/08/2024

  fog lamps were not working when originally brought to **, diagnosed multifunction switch and replaced with customer authorization, fog lamps now working,   Customer stated fog lamp in lower part of front bumper has come out -- customer brought vehicle back in for inspection and it was found that there is damage to lower part of front bumper and not due to diagnosis or repair made here.  customer has cancelled one of her payment methods already.  we are not offering anything further.

  please close this case

• Initial Complaint

  Date:06/27/2024

  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.

  May 13, 2024. I saw an ad on Car Guru's for a 2019 ***** Accord Hybrid listed for $16,988 for sale. Went to the dealership and another couple was interested in buying it as well. However, they did not disclose mandatory restoration type fee of $4,445.39 added on to the vehicle. Then they $2,052.92 in additional added features such as battery for life protection, Key/SafeCat and VTR/****. I did not volunteer for these add-ons but it was the only way they would sell me the vehicle. To top if off the manager said he could get me a monthly payment of $469. When I went to sign all the documents it magically went to $530 per month. I refused. Got up and left. They called and said they would honor the $469 a month payment. I went back to sign again and the finance rep tried to hustle me a warranty for the car at $2,800. I was fuming mad. I felt like they are just complete rip off artists. Almost a bait and switch type scenario. I even filed a formal complaint with the ************************************* I needed a car, but I felt completely and utterly ripped off by them. I am considering contacting someone I know at Channel 8 to investigate their deceptive practices.

  Customer Answer

  Date: 06/27/2024

  No I am not expecting a full refund of my deposit. I just felt duped into having to buy these add ons without any choice to not have them. I think at least the amount of the extras of the ****, forever start and keysafe $2052 would be nice to get back. The whole experience just felt so devious and conniving. The sales guy even told me I had to up my bid to even think of getting the car. I started at $21k and they went up to $25k. I never dealt with a dealership that operated on this level before. The $16988 was almost like a bait and switch to lure customers in but then nab them with a higher cost for it.

  Business Response

  Date: 07/10/2024

  Customer has some valid issues and I have left a message on his voicemail to please call me, *** Marsh, at **************.

  Customer Answer

  Date: 07/15/2024

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

• Initial Complaint

  Date:04/22/2024

  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 accompanied my daughter to Jim Marsh Kia in ********* this morning to pick-up her vehicle which had been repaired by this dealership. We were escorted to the cashier to pay, where my daughter was given two forms to sign along with a check from her insurance company. I began taking pictures of each form, including the check, since I personally have been 'burned' in the past. My daughter was presented with a third and LAST form, which included many other papers stapled together in a packet of more than 10 pages, and probably closer to 20 pages. After she signed this contract, it was quickly grabbed away by the cashier and I was told that I WAS NOT ALLOWED to take a picture of this contract! The cashier then called to a man who was across the room setting a clock and asked if I could take a picture of this contract. He told her no, that everything in that packet was included in the 3 or 4 pages that my daughter had already signed and that those forms were internal forms. The cashier said this man was the one that had to give approval for me to take a picture of the contract.I DO NOT BELIEVE THIS IS LEGAL. Requiring a person to sign a contract without providing a copy of THAT actual contract.

  Business Response

  Date: 04/22/2024

  Customer received customer's invoice copy of the ** with all information regarding the work performed and the breakdown of the payment contribution from the customer the customer's insurance company.  Other signed copies customer refers to are internal documents that she signed acknowledging the were getting the car.   Customers do not received copies of internal paperwork.  Our work has a 1 year or ****** mile warranty and if there were an issue  regarding the repairs they would certainly be addressed.  There would not be any retribution, we are here to take care of our customers and their vehicles.

  Business Response

  Date: 04/26/2024

  Customer received customer's invoice copy of the ** with all information regarding the work performed and the breakdown of the payment contribution from the customer the customer's insurance company.  Other signed copies customer refers to are internal documents that she signed acknowledging the were getting the car.   Customers do not received copies of internal paperwork.  Our work has a 1 year or ****** mile warranty and if there were an issue  regarding the repairs they would certainly be addressed.  There would not be any retribution, we are here to take care of our customers and their vehicles.

• Initial Complaint

  Date:02/05/2024

  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 Thursday February 1, 2024, I went to my 9am appointment at Jim Marsh Kia for an anti-theft software update for my girlfriend's Kia ******* I had no ride due to their shuttle service being shut down since the pandemic, so I had to pay for an Uber home and and Uber back with my 15 month old daughter to pick up the vehicle when it was done; totaling $38.94. My girlfriend's car (our family car) was stolen back in April of last year due to ***'s lack of basic anti-theft features. It isn't fair that I or anyone else would have to pay out of pocket for rideshare services when it is the fault of the company that the recall happened in the first place.

  Business Response

  Date: 02/16/2024

  although KIA ****** offers the customer satisfaction updates for these vehicles involved at no charge to the owner they specifically do not provide for alternate transportation.  I would recommend the owner of the vehicle contact KIA ******** affairs @ ************ regarding reimbursement.

   

  thank you.

• Initial Complaint

  Date:01/29/2024

  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.

  Initial date of complaint transaction: December 26th - Ended up not doing a transaction - Business committed to a lease price of 408 via mailer, phone call, initial sales interaction.- After test driving, price came back well north of 500.- When I tried to negotiate down, the general manager came out and started berating me for not understanding why that price was actually the same as the price I had been promised 3 times. He was very aggressive, bordering on yelling. Literally the rest of the dealership had fell silent and people had started staring.- No order number - Ad was received around Decemer 20th. It was a direct mailer, addressed with mine and my wifes name. Included our current VIN number and the exact mileage of our car.I left a bad yelp review. They commented saying that they believed their price was transparent, I edited that review to state that it wasn't transparent.Date of Compaint: January 26th - Company reached out to me on Yelp, unprovoked, to lecture me on Supply and Demand and how it works in the real estate market.- I let them know that the car industry is different and let them know what happened to ************* a few years ago - Company let me know that they are allowed to advertise blatantly false prices.- Company let me know that I had no recourse and that their lawyers will be able to handle anything.You can see the conversations and the yelp review at this url: ********************************************************************************************************************************************************************(direct)I want them to never be able to send targetted mailers that have false prices again.

  Business Response

  Date: 01/30/2024

  I spoke with ************** today regarding this complaint and explained that the advertised payment as stated in the mailer was not including fees, interest, etc. I am however working with ************** to try to get to or close to a payment that would make him happy. Please see attached file containing highlighted disclaimer in the advertisement sent to **************.

• Initial Complaint

  Date:01/11/2024

  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.

  I BOUGHT A *** 2023 APP ON JAN ************************************************************************************************************************************************************* THE MONEY .AT THE SAME THERE WAS A VTR CHARGE OF 299 AND THEY REFUSED TO REFUND ME AS WELL.ALSO THERE WAS SOME SERVICE CONTRACTS THAT WAS ADDED ON TOTAL THREE AND ALL WERE CANCELLED ON MARCH 2023 THEY HAVE REFUND ME LESS SOME EXCESSIVE CHARGES THIS IS A RIPPED OFF IN LESS THAN TWO MONTHS THEY HAVE CHARGE ME APP 800DOLLARS TOTAL AND THIS SUPPOSEDLY 6YEARS CONTRACTS.AND ONLY TWO REFUNDED AND ONE WAS NOT REFUNDED AND I HAVE THE CNCELLATION WITH ME

  Business Response

  Date: 01/26/2024

  In response to *************************, 

  The remaining contract to cancel was ***, and due to her BBB response.  We have canceled and finalized the *** cancellation. We will be using her response as verification that she requested it being canceled. The amount of refund is $ ****** that we will mail on Monday the 29th of January to her lienholder, ********* Finance. 

  If you have any additional questions, she can call ************ and ask for **************************** 
  

  Thank  you!
  

   

  Business Response

  Date: 02/21/2024

  If you have any questions, please call me at ************ and ask for Crista. 

  Thank you!

  Customer Answer

  Date: 02/25/2024

   
  Complaint: 21129755
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/26/2024

  THE *** ALARM WAS PREINSTALLED AND I THOUGHT THAT WAS FROM ************ AND I DID NOT WANT THIS FROM BEGINNING BUT WAS TOLD THAT WAS PREINSTALLED AND CAME TO FIND OUT WHEN MY *** BECAME A LEMON *** AND THE KIA ************ WOULD NOT REFUND ME ME IN THE PROCESS OF BUY BACK.AND THE SERVICE WARRANTIES I WAS MISLED  BY THE  FINANCE MANAGER THAT THIS COVER ANY FUTURE SERVICE AND RENTAL *** WOULD BE COVER BUT THAT WAS NOT THE **** AND I HAVE TO PAY FOR MY RENTAL WHEN MY *** IN SERVICE AT KIA.THATS WHY I CANCELLED WITHIN 2MONTHS AND THEY CHARGED ME 600 DOLLARS FOR THOSE TWO CONTRACT THAT SUPPOSEDLY COVER FOR 72 MONTHS I THINK THIS IS A RIPPED OFF BY THIS DEALERSHIP AND THE INFORMATIONS I WAS GIVEN BEFORE SIGNING WAS MISLEADING

  Business Response

  Date: 03/25/2024

  Jim Marsh Kia wiil reimburse ************************* the $895.00 when she returns the alarm to Jim Marsh Kia. We have left messages to notify her. Thank you, ***************************

  Customer Answer

  Date: 03/27/2024

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

• Initial Complaint

  Date:11/27/2023

  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.

  *** Marsh was supposed to replaced my damaged bumper cap, align the car and stop leaks. They had my vehicle for over a month only doing an alignment, denied the mechanical repairs. After contacting insurance to get repairs done. I received my vehicle only to find it leaking fluids. I have been getting the mechanical repairs for the last six months at a better dealer...when I received my vehicle back from the missed repairs I noticed my bumbler is two different colors. I reached out to *** Marsh Auto Body because they have a repair guarantee only to deal with the most condescending and racist production manager ever. Never have I been so insulted by a service I elected to use. They accuse you of stealing and insinuate that you are a fraud every chance they have. Take a look at the picture attached, according to the production manager **** this is normal, they didn't miss any steps. Also according to ****, rust only happens in mid-west states...talking about rust being normal and shouldn't be on a vehicle and part freshly installed, he informed me that cars rust in the Midwest when I said I understand salt, I lived on the East Coast, he said he is not talking about the East coast IT DOESN'T RUST OVER THERE.

  Business Response

  Date: 12/13/2023

  after reviewing the complaint and seeing the pictures the customer came into the body shop and we reordered another Bumper cover end cap. told customer the cap will look the same as it is new and his old one was weathered. he was trying to say the vehicle leaked fluid from his accident and that was not the case. he already had an appointment to have leaks fixed at our Jeep dealership prior to his accident. The alignment was not related to the scratch on his bumper cover end cap. He was trying to get a lot of free stuff and accuse everyone for imperfections in his jeep. Please close this file and we believe the customer is satisfied. Customer was trying to say we left parts off and we had to show him on another jeep that there wasn't anything there originally. You can clearly see in the picture that we installed a new factory part on his vehicle.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20837550
  
  I am rejecting this response because:
  

  you still have the audacity to accuse me of getting free stuff? 
  the picture shows an unpainted part, see quality control and 43 years experience.

  the Leaks were there post accident, youre lying, I have the paperwork to prove it. 
  

  the leaks were not repaired right, hence the repairs being complete at a more competent shop. Also have the paperwork. 
  

  the missing part is missing, in fact we never looked at another Jeep

  Geico okayed the repairs to be fixed, you fought every bit of it and still are. 
  

  miserable and personal for no reason, shame on you for doing business this way. 
  

   

   

   

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

  Business Response

  Date: 01/08/2024

  i called and spoke with the customer. I apologized about ****'s conversation with the customer and assured him that he did not need to speak with **** from this point on. We do have the replacement part and screws to install, and the customer said his vehicle was in ********* having the engine replaced due to engine oil leaks that could not be repaired. When his vehicle is completed then we will set a time to have him stop by to have the parts replaced again. Customer needs to let us know when his vehicle is complete at the other shop.

  Thanks again,

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

  Operations Director

  *** Marsh Auto

  Customer Answer

  Date: 01/09/2024

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