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:03/24/2025

  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.

  Buyers beware!!! I went into Kia of west Nyack as my current vehicle had substantial issues that were more than i wanted to spend to fix. I went in to purchase a vehicle from the dealership on Jan 29th about 3 days after the sale the vehicle stalled on me. I called the service center they said maybe it was due to cold weather. I brought it in to service the next day they checked the codes no codes were reading wrong they sent me on my way. The very next day the car stalled again and wouldn't start again i returned it to service they replaced the battery and the alternator and said i would be good to go after having the car a week and a half in service. Within one day of that repair another issue arises. Shift to park displayed on my dashboard and i had to call triple a to help me get the dash and lights to turn off and not drain the battery. They took the car in again for repairs now to their sister dealership buick of Mahwah to change the torque converter. This repair had the vehicle in service for another 2 weeks. They returned the car to me and again within a day issues happened with the vehicle they missed a few wires being pulled back in. Again they held the car for two weeks before returning and 1 day after that repair the car has stalled again. I haven't had the car one full week without it needing service and i have been in contract with the vehicle only two months. Its very frustrating because the car keeps putting me down and i have children the issues are happening in busy intersections while my children are in the vehicle. Between sales and service no one is taking accountability for the oversight and bad business practice of selling a certified used vehicle that clearly should not have been cleared for purchase. Higher management is not taking the time to resolve this issues or offer a solution. This is my only vehicle that i have to get to work and back and I'm very disappointed that I didn't do my research before purchasing from this dealership.

  Business Response

  Date: 03/26/2025

  We do apologize for the issues that you have experienced with the purchase of your used vehicle.  We were able to successfully work with the customer to put them into a new vehicle and they are happy with the outcome.

• Initial Complaint

  Date:11/13/2024

  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 *** ******** 2020 has been at ******************************* since Tuesday October 29th 2024. At first they could not diagnose problem and gave me some expensive oil change. Now they are saying its the cham shaft and may not have the part until November 25th of this month. They have not given me a loaner car since I brought car in, they told me they had no loaner car, so I have been renting a car from Enterprise for 2 weeks now today. *** told me today they will have a loaner but I have to pay $47.00 a day. Meanwhile I have a ******* mile warranty and I paid $2,000.00 for a extended warranty. Also I have been paying my car payments even though I am not driving my car. They have lied thru their teeth which is more frustrating and have done nothing to help me. Please Help!!!!!

  Business Response

  Date: 11/14/2024

  Unfortunately, while we do understand *** ******* circumstance, she has never brought her car to us for service so this is the first time we have ever diagnosed or seen it at our service center. We are working with her as the part needed to repair her vehicle is on back order and as per Kia ********** we gave her the loaner at half the cost she was paying for her rental and mentioned to her that we are working to get her reimbursed from Kia ********* when her car is completed.  ALl of this information was explained to *** ***** before she agreed to leave the vehicle with us.

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

   

   I left my car with them because I could barely drive it and I told them it was driving correctly.  As for the loaner car I was paying Enterprise ***** a day and *** never said anything about me paying half of what Enterprise cost , they are charging ***** a day. My part is still on back order. I want the loaner of their car free of charge. Thank you for your help.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I understand what they are saying but KIA **** Nyack stated I had to pay first before they would ask for reimbursement also it is not my fault they could not diagnose car properly and said I went in for a oil change when I went in because all lights were on in my car and car was sputtering. They told me oill change would help. I want loaner car from them free of charge . I was also lied too originally that they did not gi e out loaner cars and I had no idea I had to pay for it. Also I am paying my car payment for a car I don't even have. If part is on back order I definitely what do I do.!!!! Please advise I am at the end of my rope. They have to give me loaner free of charge no cost to me. I even paid $2,000.00 for extended warranty. If they do not receive part on back order they need to see a out giving me a car since it's only 4 years old. Thank you

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/20/2024

  We truely do appreciate the situation that *** ***** is in, however, her extended warranty company does not cover loaners so therefore she has to pay for it.   We even emailed ********. on her behalf as the part is on backorder, but they also denied any loaner coverage. So unfortunately is is not the fault of Kia of West Nyack for either the part on backorder or the denied loaner cost.

• Initial Complaint

  Date:11/05/2024

  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.

  This *** establishment is not honoring the *** 2022 New Vehicle Warranty's policy on reimbursements for engine batteries. *** should cover diagnostic, installation and replacement costs of batteries for new cars less then 3 years old.On 07/27/2024 9:35AM I dropped off my 2022 *** **** to Kia of West Nyack 6.1 miles away from my home. The car received 767 notifications of a failing battery within a month and I had to request *** roadside assistance multiple times to jump my car because the starter battery kept failing.Between 07/27/2024 9:35AM - 09/13/2024 11:30AM my car was being diagnosed or repaired at KIA of West Nyack. I had to use lyft, or **** for my commuter needs. The trips recorded on my car can attest to the exact times of dropoff and pickup of the car. By the time I picked up the car its mileage had gone from ****** to ******. I had repeatedly called KIA of West Nyack about my car's status during this time period. Each time I was either told the car was being diagnosed or a warranty covered replacement battery was underway. I learned my car was ready on 09/13/2024 morning.A few weeks later I received a reimbursement check from KIA of West Nyack for $399.93. This is not consistent with ride-sharing and rental costs I had taken between when I dropped off my car for diagnosis on 07/27/2024 9:35AM and when my car's battery was finally replaced by warranty on 09/13/2024 11:30AM. *** will reimburse you up to $38 per ride and only there and back, which would be up to $76 per day which does not add up to the $399.93 check.Calculating the amount with this stipulation the expected reimbursement would be $672.70 with all recites I have already provided. When I emailed Kia of West Nyack about this the owner dismissed me in 2 minutes and claimed I needed to reach out to **** customer service line. I have already spoken to the *** corporate line multiple times. The warranty administrator of KIA of West Nyack is responsible for reimbursements at dealerships.

  Business Response

  Date: 11/06/2024

  While we do understand *** ***** concerns with the battery and rental reimbursement, he however was not charged for the battery replacement.  as far as the rental reimbursement is concerned, *** corporate only pays ***** per day and has stated that *** ***** reimbursement request does not meet their substitute transportation guidelines. therefore $399.93 was what *** Corporate reimbursed him for.  This unfortunately has nothing to do with Kia of West Nyack.

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  As shown in the email thread attached (Gmail - thread - reimbursement __.pdf) I was told by KIA of West Nyack that I would be entitled to $38 per ride, up to $76 per day while my car was being serviced. I did not request to be reimbursed for the battery as my car was under warranty when the issue occurred.

  The reason I filed this complain for KIA of West Nyack and not for the corporate entity is because the the reimbursement check I received was issued from KIA of West Nyack.
  
  I am extremely unsatisfied with this service I received from KIA of West Nyack as my vehicle should not have been detained for nearly 2 months. The repairs, covered by my warranty, should not of taken as long as they did. Throughout the process KIA of West Nyack was unresponsive when I inquired about the status of my car, nontransparent with what work was being completed, and was disingenuous by putting incorrect dates in the work order provided to me. Using the metrics collected by my vehicle I can prove my car was in their possession between 07/27/2024 9:35AM - 09/13/2024 11:30AM. Therefore I am entitled up to $76 a day for the 48 days they possessed my vehicle for repairs.
  

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Customer Answer

  Date: 11/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  On 11/14/2024 11am I was able to contact "*****" regarding the reimbursement and calculation he promised in the first voicemail. Unfortunately the customer care person only wanted to inform me that the policy was "$76 a day up to twice". He did not do any calculations. When I told him I already knew this policy and the refund does not add up with that stipulation he claimed the $399 total came from the receipts already provided after the R.O date was opened for the battery repair. When I asked him when that R.O date was he claims he did not know. When I asked him what was Kia of West Nyack doing with my car between when I dropped it off when this R.O date was opened he said he would not know and I would need to contact the Kia of West Nyack's service department.
  
  I believe Kia of West Nyack has deliberately not reimbursed me for the full 48 days they possessed my vehicle while it was under inspection and repairs for a failing battery. I believe of Kia of West Nyack has deliberately left out a month when my car was in their possession from its work orders. They know this and have tried to obfuscate this fact from me by either reiterating the reimbursement policy or by redirecting me to "someone else" until I give up.
  
  I am reaching out to a lawyer to discuss this case.

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 11/18/2024

  Unfortunately *** **** and I were unable to agree upon the receipts submitted and when the ** was opened for repair.  We have directed him to Kia ********* as they were the ones that decided that some of his receipts fall outside of the program guidelines.  

• Initial Complaint

  Date:08/14/2024

  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 havent been trying to cancel my warranty and receive my refund for over 2 weeks now. Ive called multiple times and had to email people to never get help. Not until i drove 2 hours to have to speak to someone which only took 5 minutes to do. I was told i would receive a receipt via email within a couple days. It has been a week since then and still nothing. I emailed the finance manager for an update and still no response. I cant afford to take off work again to speak to someone for 5 minutes and them still not do there job. At this point its like they dont want to refund my money because its $4000 and they over priced me on everything.

  Business Response

  Date: 08/15/2024

  We have spoken with *** *************** and informed her that her contracts have been cancelled as of Aug. 6th. She is okay with knowing that it has been completed.

• Initial Complaint

  Date:10/23/2023

  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.

  I went to this *** several times. I have nothing but issues there. Once my car is fixed something else happens. I have been having my left brake light out several times. I was told by **** the assistant manger that this is an ongoing problem and *** knows about it. so why wouldn't they have a recall? I paid over ****** to get the harness fixed and went out three days later. I called dropped off my car again and they told me they would have to look further into it. Then **************** get on the phone. which is unprofessional. Why would I want to pay for this to get fixed again. Now my brake light still out and i have to find somewhere to get it done.

  Business Response

  Date: 11/29/2023

  Dear *****************,

  Thank you for contacting the ************* team at ********************** and we know that you have been in further contact with the Service Team to resolve your issue with the taillights. When you brought you vehicle into the dealership, we replaced the bulb and the harness on the passenger side of the vehicle. As discussed, we have collected your vehicle and replaced the bulb on the driver's side as it was faulty, we also advised that if the problem persisted, you might need to get the driver's side harness replaced as well. We understand your frustration regarding this issue and would urge you to contact *** Corporate offices to bring these issues to their attention.

  We hope that this issue is now resolved but please do not hesitate to contact us should you have any further queries. 

   

  Customer Answer

  Date: 11/29/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/22/2023

  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.

  On Saturday, September 16th I was driving with my family in the car and my car engine started to fail on me. I had no warning signs, there were no lights that pre-warned me. I called *** coporate Monday, September 18th to see what can be done. They stated I would need to get it to the closest *** ********** that could take me the quickest. Since I am out of transporatation. The closest *** was 35 miles away from me. I then had to pay out of pocket to *********** to the *** ********** which was in West Nyack, NY. I got a call in the morning that it was there and that it would be checked out. Continue to follow up with them and not until 3pm that day they got back to me stating I had engine failture and it needed to be replaced. They were unsure on why it failed and is it could be many possible reasons. On Tuesday, Sept. 19th I went to that particular *** to see on how to get me into another *** since replacing the engine was not financially possible. They were very unhelpful and told me they would give me $250.00 for my car I left. Wednesday, Sept. 20 I called *** coporate stating that it was unfair on how there was no warning sign. They then called the *** that the car was lefted at and stated it was because of a mistake that an autobody shop made to the radiatior. It was more than a year ago I got work done. I followed up with the body shop Wednesday and they showed us how it was not a mistake as we have a video of when the engine failed. I had to leave a message for a *** supervisor and I am still waiting on a call. So I have NO CAR, NO TRANSPORTATION, A CAR SITTING in a ********** with no engine. The car is only 6 years old there was no warning signs and nobody not one person is able to help me.

  Business Response

  Date: 09/26/2023

  Dear *******************,

  Thank you for contacting Kia of West Nyack regarding your recent visit and we apologize for the inconvenience that this situation has caused you.  We are sorry that we were not able to resolve this issue for you in this instance and understand that you have decided to take your vehicle to another auto body shop.  Kia of West Nyack Customer Care

   

   

  Customer Answer

  Date: 09/26/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/27/2023

  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.

  Contacted dealer (******** Nyack, NY) service department for an appointment to fix a tailgate issue. Dealer was unable to provide a service date for about a week, July 12. Once I dropped off the car (25-minute drive), I initiated a call, not having hear back from them to get a status. I was told all the recall patches had been applied, but the part i needed was not in stock. I was told i could return on July 14th and they would install the part. I was charged for the service and labor at this time. I picked up my vehicle, and dropped off the car the evening of July 13th. I received no call from the dealer, so i called near the end of the day. The service rep told me they installed the part, but it failed. I returned to the dealer to pick up the car and asked them to remove the labor i had charged 2 days earlier. They complied. The charge for the part was still there. The service associate said, I will call you when the part comes in. I waited 8 more days (now Saturday) and called the dealer to find out if the part was there. The service associate taking the call indicated that the part appeared to be in and my assigned service technician would call me Monday. I asked the service associate to remove the charge for the part and that i would pay when all work was completed. Following Monday, July 24th I received no call from ******** Nyack ****************** and called ************ care ************** and asked them to intervene. they called the dealer and were unable to resolve the issue, but assured me they would follow up with me the next day. I received a complaint number. No follow up the next day . I spent more than 1 hour with another service associate at the 800 number, and while i was assured they would "escalate" the issue, there was no assurance as to when. It was explained to me there were a series of escalatory steps that would be taken each taking several days to complete. I would like the vehicle fixed and returned ASAP.

  Customer Answer

  Date: 08/20/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Kia of West Nyack regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 03/31/2025

  While we do understand the frustration of waiting for parts, it is out of the dealers control as to when parts arrive or become available so it is common practice to have parts paid for in advance.  We did however refund the customers labor charge and are truly sorry that ********* did not get back to him. 

• Initial Complaint

  Date:07/07/2023

  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.

  Kia of west nyack was the place I originally bought my car. Ive went there for oil changes, tire rotations, etc. This has always been the place I go to when I needed my car serviced. On May 16, 2023 my engine light came on and I brought my car to *** on May 17, 2023 for repairs. I was told after the diagnostic that my 2017 Infiniti Q60 needed a pcv valve replaced. On May 21,2023 I got my car back after the repair was done. It only took a day for my car to have the engine light turn back on. I brought my car back to Kia of West Nyack May 23, 2023 for reexamination. They assumed that the *** valve wasnt placed properly and attempted to resolve the situation. Sadly their attempt made it worse resulting in my car not being able to turn on. They told me that they didnt do anything wrong but my car didnt have starting problems prior to this. A week or two goes by when *** towed the car to ************************ for assistance. Infiniti told *** that I needed a sub battery which is why my car wouldnt start. After my sub battery was replaced, the car was brought back to ***. Upon arrival the engine light turned back on when *** attempted to give the car back to me. I refused to take back the car due to the problem not being resolved. They brought the car back to Infiniti and they ran another diagnostic. According to Infiniti, I needed over $6000 of work done to my car (extended warranty covered most of it). After all that time waiting, my car was done and ready to be picked up by ***. Upon *** bringing my car back, my car was stalling and ended up stopping entirely. As of today July 6, my engine light is back on and Kia of West Nyack has my car since Infiniti didnt pick it up even though they assured *** they would. My car has been touched by too many parties and Im skeptical if my car will ever be the same. I havent had my car from May 17, 2023 - Present day.

  Business Response

  Date: 03/31/2025

  This was an internal issue with an employee, that has been handled.

• Initial Complaint

  Date:07/05/2023

  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 returned a loaner car to *** on 6/30 and accidentally left my ezpass in the car. On 7/02 I noticed that there were a bunch of transactions on the ezpass that weren't mine so I called and left messages for them to call me back to get this resolved. They didn't contact me back so my partner went in today 7/05 to get a resolution. They refused to help and when he left they card the police saying he was being disruptive simply because they thought he was being argumentative. They are still not willing to address the problem so now there is $49.01 worth of tolls on my ezpass that are not mine that I would like a refund on.

  Business Response

  Date: 07/06/2023

  ******************** was issued a loaner vehicle by Kia of West Nyack (5/26) and signed a Loaner Vehicle Agreement.  Point 8 of the Contract Acknowledgements with the Loaner Agreement (Attached) states that all our loaner vehicles are equipped with an auto toll payment system that will charge the cash rate for tolls incurred.
  
  Kia of West Nyack is not responsible for any items that are left within our loaner vehicles, and we advise this to all our customers. ******************** will need to speak to EZ Pass directly to discuss the refund of the charges incurred on his EZ-Pass.  As we have auto toll payment in each vehicle, we advise that Mr. ********************** any toll charges directly with EZ Pass.

  Customer Answer

  Date: 07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Two things still require addressing:

   1) This business's poor communication and gaslighting of customers. We should not be constantly told no one is available to help us when we go in person or when we call during business hours because the managers are conveniently always in a meeting. We should not be leaving voicemails that never get responded to. We should not find out after the fact that corporate has put this location on probation after our car was serviced instead of beforehand. We should not be told it is our fault that we used our own ezpass to bill tolls to as this is commonly done to avoid up charges on tolls with loaners. You guys are just absolutely disrespectful in the way you communicate with customers. I cannot express how disgusted I am. 

   

  2) Per the loaner agreement which you are trying to use against us, it is the dealers responsibility to furnish the car with a cashless tolling system. This does not mean allowing the previous renters ezpass to be continued to be used as such system. Clearly quality control checks are missing and need to be implemented. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/13/2023

  We are sorry if you feel that you experienced poor communication during time with Kia of West Nyack. We have noted your comments and as a gesture of goodwill are prepared to settle the $49.10 invoice.  We will send the check to the address that we have on record. We believe it would be in both parties best interest for you to seek an alternative center to service your vehicle in the future.

  Customer Answer

  Date: 07/14/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:04/24/2023

  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.

  My car was having major issues on March 23rd. I contacted **** in service to make him aware of the matter and the car was dropped off by my husband the morning of March 24th. I explained to **** as well as my husband that the car was buckling, wouldnt excel past 55mph, it felt as if the car was going to die out and any minute. **** said they will check things out and let me know but needs a few days to inspect whats wrong. On Wednesday, **** reached out and said the car needs some parts that were covered and some parts were not. I asked how much are the repairs, he said around $680. At this point I told him to proceed with the necessary repairs. In addition, he mentioned my brakes were bad, I said you told me this last year when my car wouldnt pass State Inspection. Meanwhile, I took my car somewhere else and there wasnt any issue with my brakes and I got my inspection done. Anyway, I said how much would it be, he said $480 with a $100 coupon, this is what I understood from our conversation. On March 29th, I got a bill of $1,500 from ****** (3rd party comp for a payment plan that *** offers). I immediately called **** and asked why is my bills was so high. He said I told you it was $680 for repairs and $800 for the brakes. I said to ****, you never ever mentioned $800 to me, in fact you never mentioned $,1500 either and if I knew it would of cost that much, I would have opted to repair just the front brakes, he said no one does that! I further said, well why did you even mention the price of $480, he said some people will choose to repair the rear without the front or vice versa. What!! I couldnt not believe what I was hearing and I got fooled into a salesmans pitch and their cunning ways, just awful. Prior to this matter, I had full trust in **** to handle minor issues I had with my car but now its a different story. Shortly after, I spoke to ***** (manager), to express my concerns, he seemed to understand my side of the story and agreed to deduct $200 off my bill and the car was returned to me. One week later, my son borrowed my car to go to the store, please note, this was the first time someone has driven the car since we got it back from **** the car was having the same mechanical issues, buckling, the car wont excel past a certain speed. I called *** on April 6th and spoke with *******, they picked up the car from my home. I was extremely frustrated at this point, it cost me now $680 and the car isnt fixed? ******* said ***** is away and wont be back until next Tuesday but she emailed him to advise of the situation, she also said there is an engine recall on my car. I waiting until Thursday and called **** ******* off that day so I left her a message. On April 13th, I called *** again and spoke with a ***, he ******* is off again and ***** is busy but they are approving to replace the engine at no cost through the recall or my bumper to bump warranty. Thats good news but if the engine needed to be replaced this entire time, then why did *** charge me for repairs that werent needed? Here we are again where *** just took advantage of me! Anyway, *** said ***** will contact you since he's been involved all along. On April 14th, I finally got a hold of *****, he said verbatim Im not aware of anything and have no idea whats going on, I will check into this and call you back! I was not surprised when I didnt receive a call back. Horrible ***************** Page -2 On April 17th, I reached out to ***, I was told ***** is busy, I asked for ******* and she was off again. I demanded to speak to any manger or supervisor of any **** and ***** picked up my call, obviously Im being ignored. However, our conversation was not productive to say the least, ***** was asking me several questions about the prior repair, when did I bring the car in, what did you bring it in for, what repairs did we do, I dont see a date, etc. How could I explain for their lack of diligence but I do have an invoice from them. Now I feel they are trying to claim that my car was never brought in on March 24th. I have no idea what other tricks they are trying to pull but I already got scammed, punked! This situation is extremely frustrating and is a fulltime job for me. I explained to *****, apparently *** did not assess the initial problem properly and charged me for repairs that werent needed and the charge of $680 should be refunded back to ******. ***** eventually hung up on me, how unprofessional of him to do this, hes a manger and this is how he deals with issues which I did not cause. On April 18th, I called *** and asked to speak with the **** *********************** or VP ***********************. ******* said they are not available at the time but will explain the situation and give them the message. They never called me back. On April 19th, I reached out custom care team, I spoke with a ********, she at least got back to me with an update on my car, she had spoken to ***** and he told her they are waiting on some part to come in. On April 21st, I called *** again since I need to know when will my car be ready, when do they anticipate to have the parts, what are we doing with the $680 false charges. I spoke to a ***** who heard all of my concerns and was going to get back to me or have someone call me back and naturally, no call received. They really put me in a bad predicament. They have my car, took my money (for repairs that clearly was not needed), disregarded me, scammed me and much more. I have never experienced such horrible treatment like this from any repair shop and Ive owned about 15 cars throughout my life. I should never have to chase anyone down to get an update on my car, this is really disgraceful! *** has procession of my car since April 6th and weeks are flying by.Lastly, Ive been out town due to a family illness and this requires 90 % of my time plus I have to squeeze in my fulltime job while *** is causing me further duress and hardship, just awful!!

  Business Response

  Date: 05/01/2023

  The original issues with ****************** vehicle are unrelated to the recall that was needed later. On the first visit the Kia of West Nyack performed a break replacement and a routine 30k mile service. The recall is concerning the engine of the vehicle and would not have been impacted by the original work. The recall on the engine is being covered at no charge to ************** as the engine is covered under warranty.

  Since these issues are unrelated Kia of West Nyack does not believe that there is any reason to refund ************** any additional money. Kia of West Nyack requests the BBB close this case 

  Customer Answer

  Date: 05/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They are not stating the facts.  The car was not brought in for any maintance service nor brakes, lets make this very clear.  The car was having the same exact issues it had initially, I gave them my car to evaluate and they said it was all fixed and told me what I needed to repair the car.  I told them to proceed and the charges were around $680.  I got the car back and two days later the car had the SAME EXACT ISSUES which was explained in my original complaint.  So why is *** saying it was a maintance charge but yet the engine needed replacement.  Apparently they never evaluate the repairs correctly from the start and it wound up costing me $680!!  Its a bit clear they wanted to **** up a bill for me and gave me what they wanted not what the car actually needed.   All I know is that I left my car in their hands since they are the experts and now they are trying to back out of their mistake.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They are so far off from the truth and they are not stating the facts nor excepting that they screwed up.  I will gladly take this matter to court.   I did not bring my car in for brakes, it was bought in due to failure with the car barely moving.  They did the brakes as an additional repair after I spoke with **** their rep. ****************** ************** *** *** ******* 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/08/2023

  Kia of West Nyack will not be looking into this matter any further