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:01/23/2025

  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.

  I reached out to Vandevere Kia via their website on 12/26/24 about purchasing a new SUV. - Website listed the SUV as AWD I spoke to a sales person names ***** on 12/26/24 on a recorded line (I was told it was recorded) - ***** told me the SUV was AWD (along with other things I wanted in the SUV I purchased) I purchased the SUV on 12/27/24 from a sales rep named ******* -******* told me the SUV was AWD When the weather got bad the week of 1/13/25, I attempted to put the SUV in AWD and couldn't figure out how. After doing some research online I come to find the SUV is not AWD it is FWD I contacted Vandevere Kia on 1/16/25 to inform them of the issue. - I was informed that the information on the Kia dealership website was wrong, and some SUV listed as AWD were indeed only FWD. (Have a video of another SUV listed as AWD that is only FWD) I met with ******* & a Desk Manager on 1/20/25 about resolving the issue. - I was told the best offer they could do is giving me 28,500 for my car and selling me the AWD version of my SUV for the same price that I paid for my original SUV. -The sales price of my car (not including taxes and fees) was $31,215 which is a $2715 difference from the offered price - They were also requiring me to pay doc, processing, titling, and other government fees total $422 -My total monthly payment would have went from $521.70 a month to $568-$578 (according to the paper they provided me) which is $46.30 more a month ($2778 more over the course of my loan). ***** reached out to me on 1/21/25 to see if I was happy with the service provided. I told him I was not, went over the details, and told him I had reached out and spoke with ********* ***** from the BBB. - I was transferred to another person who took my information and told me they had done everything they could do in house but would forward my information to the GM and He would reach out to me on 1/22/25 because he was out of the office. -It's 1/23/25 and I still haven't heard from the GM.

  

  Business Response

  Date: 02/03/2025

  *** VanDevere reached out to the customer last week to set up an appointment for him to come in and work the issue out.

  Customer Answer

  Date: 02/06/2025

  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.

   

  I went I and they resolved the issue

• Initial Complaint

  Date:09/08/2024

  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.

  On 8/14 I got a 21 jeep Cherokee from this dealer, when signing the paper work he kept saying I needed the gap and extra warranty on it knowing I could not afford it but I could cancel it after 2 days I was told I couldn't, now I don't know how I am going to afford them since I am retired and only getting 2126 a month income. I came home I live 50 miles away then on the 18 th the airbag light came on service made me an appointment for 20 th and was unable to fix it that put another 100 miles on the vehicle, I was told it would be fix on the 27 th I called and the part was not in I spoke to *****, ******, and *** about exchanging the car for a different one and was told the payments would be higher, if I will be having problems with the payment now how can I afford a higher one I received a call on 9/4 to bring it in on Friday the 6th that was another 100 miles they were unable to fix it and said it had to be sent out I spoke to the finance company who spoke with the service representative who called me later in the evening and said they needed the vehicle to take it to the jeep facility this all costing me extra money for the extra gas and the tolls for the turnpike the jeep had ***** when I brought it home and now has ***** with 250 coming and going from there I have also found out that it is illegal to drive with the airbag light on and I have to make another 50 mile trip with it on I have not enjoyed this vehicle like I thought I would and I need a replacement but like I said earlier can't afford higher payments I need to be given a different vehicle that I am not afraid to drive since getting this vehicle I have not been able to enjoy retirement. Since I am paying for the extra gas, extra tolls, and the extra ***** a month for the payment. I have other problems that service is unable to fix and on the internet you can order the one part for *****, I need help with this manner and nobody at the dealership is helping me when you call leave a message no callback

  

  Business Response

  Date: 09/17/2024

  *** VanDevere spoke with the customer and we agreed to pay her $100 to reimburse her for her time and fuel to come to the dealership 3 times for the repairs to her vehicle. Unfortunately we could not come to an agreement to get her into another vehicle. The refund check was mailed today Sept 17, 2024.

  Customer Answer

  Date: 09/17/2024

   I am rejecting this response because:
  You didn't get in touch with me like you promised about exchanging the vehicle. I had to call you I did say ok for the gas refund even if I did spend 104. That's when I told you that I took it upon myself to get a different vehicle a better one than you had at the lot anyway. The return of the gas money is the only thing we agreed to since you did not call me about the exchange. I think I am owed an apology from everybody that I spoke with but you are warned I will not be back to your dealership.
  
  

  

  Business Response

  Date: 09/18/2024

  We are sorry for the inconvenience and are glad the customer was able to find a vehicle that fits her needs. 

  Customer Answer

  Date: 09/19/2024

   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. I am only accepting this because I know they will keep denying everything that happened including how I had to get the car I wanted. I hope they are better in the future with other clients

• Initial Complaint

  Date:07/03/2024

  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.

  Brought a brand new KIA sportage from vandevere, mid to end of april 2024 car has less than 12000miles on it 6-14-24-took car to dealership, AC not working, service advisor ***** ****** i was there, didnt honor my 840am appt, sat there 9 hours, then was told they had to order a part, take car home we will call you. 6-21-24 -never heard from anyone called myself and was told part was in bring car back, made an 8am appt, brought car in, sat in dealership another 7-8 hours, they couldnt fix it, no idea what probelm is, gave me a loaner and sent me home. during the week i was told they had no idea what was wrong with the car they had to tear it apart again and would let me know 6-29-24 i was texted and told they found a rock in a part, not sure when or how it got there, it was a fluke problem i could come back and pick car up 6-29-24--when i picked my car up **** the service advisor brought it out to me, as he started to walk away , i told him to immediately come back, there was paint scrapes all down the side of my drivers side, down to the metal, lines on the trunk and a small dent on the passenger side. **** proceeded to take pictures and told me "we will make this right" myself or the service manager ***** will call you Monday. When i asked him for a last name he told me "you dont need it im the only **** here" 7-1-24--Monday, noone calls all day, i call at 4pm to speak with **** or *****, i get sent to voicemail. I leave a voicemail and it says **** responds to text better so i text him at the number given. I also text ***** ***** my initial service advisor that left me in the waiting room for 9 hours. i decide to give them till tuesday to return my calls and texts 7-2-24--Nooone returns my calls or texts to fix the damage they did to my car. I then call ***** service manager, go figure they send me to his voicemail i decide to give him till the end of the day to call me, he doesnt call me back either. i then call Kia corporate next. now BBB

  

  Business Response

  Date: 07/10/2024

  *** VanDevere reached out to the customer and he is bringing his vehicle in to have his issues addressed.

  Customer Answer

  Date: 07/10/2024

  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.

• Initial Complaint

  Date:04/04/2024

  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.

  We traded in a kia sorentoonky to buy a kia sportage..new. we hated the sportage after only a month and went back..Jerry vandevere had told us our brand new sportage had depreciated 15k in one month!! And we had to pay again just to get rid of it.

  

  Business Response

  Date: 04/08/2024

  The MSRP on the 2024 Sportage that Mr. **** purchased was $35250.00. VanDevere sold the vehicle for $34962 with $1550.00 in rebates for a total of $33412.00. Unfortunately they did have $5598.00 in negative equity on their trade along with all taxes, title, fees and warranties ended up financing $44662.42.  VanDevere would purchase the Sportage back from them for a price of $30803.94. After we receive the funds from the cancelled warranties of $2826.66 it brought the ****'s total to $11000.00 out of pocket. 

• Initial Complaint

  Date:12/26/2023

  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 brought my care into the collision center on 12/12/23 Tuesday I was told it would take 3 days to fix it was involved in an accident on thanksgiving I heard nothing from them til I called to see what was going on 12/19/23 I was told it was an issue with the new bumper it will be replaced tomorrow I will have my car back Friday I informed the guy I was leaving for the hoilday so if something changed let me know I called Friday was sent to the voicemail box and nothing no one has bothered to call me about my vehicle and they have had it for over two weeks for for something that was supposed to take 3 days

  

  Business Response

  Date: 12/28/2023

  First off we want to apologize for the lack of communication. The employee that originally helped ******* no longer works for VanDevere and so another Advisor is trying to handle his customers as well. The original bumper cover came in damaged so we had to re order one. The re ordered cover came on on Dec 20th. We got the bumper painted and put on the vehicle by Dec 22nd. The vehicle then went thru cleanup and the customer was called when it was ready on the 23rd for pick up. Again we apologize for the lack of communication and the inconvenience that *** have caused. 

• Initial Complaint

  Date:12/14/2023

  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.

  Since the day I purchase my vehicle 3 months after my engine went out and my engine is under full warrant. THis is my 3rd engine from Vandevere and the recent engine they place in my car 2 days ago is making lound noises and Vandevere is refusing to replace this engine. My car never made noises when it came to shifting gears and now, I am having so many problems.

  

  Business Response

  Date: 12/15/2023

  VanDevere has replaced the engine 3 times at no charge to the customer. The new noise was not an engine issue. We made an adjustment to one of the mounts and the noise was corrected. It does not need a new engine.

  Customer Answer

  Date: 12/18/2023

   I am rejecting this response because: they first told me that I will need to accept the noise but after I had my father reach out on my behalf and let them know that is unacceptable and that is not right for me to have to pick my car back up from having a motor replace with the loud noise . I was sold a lemon vehicle and I had to pay for rentals each time they had to replace the motor . Regardless the year of my vehicle from the purchase date of the vehicle my motor has been replaced every year . 
  I believe it should never be accept the noise my car should have been their priority to resolve the issue . It shouldnt take several calls for them to look into a matter that was never the initial problem in the first place .

   

  Respectfully ! 
  

  
  

• Initial Complaint

  Date:11/08/2023

  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 have had a car from this place and theyve had it more than Ive driven it because its been in the shop and now it is getting replace with a fourth engine. They cannot seem to get it right but when it first happened I wanted to do an exchange, and they wouldnt let me. This is my only means of transportation. I dont know what they want me to do they wont give me a loaner they want it **** more dollars for an extended warranty. I need some type of help to get from underneath this car, or some kind of exchange so I feel vindicated.

  

  Business Response

  Date: 11/20/2023

  Our Service Manager is in the process of working with the **************** to see what can be done to get the vehicle repaired.

  Customer Answer

  Date: 12/01/2023

  This issue has not been resolved. My car still hasnt been fixed 

  

  Business Response

  Date: 12/29/2023

  [BBB transcription via phone call]

   

  Business stated they are still working with the warranty company at this time. 

• Initial Complaint

  Date:09/30/2023

  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 placed an order for a new *** ******** back in January of 2023 and my order was wiped from the system and they said they would reimburse my 500 down payment in the form of a check. It has been almost 3 months and I haven't received anything and I have reached out to the dealership multiple times with no response and even contacted Corporate *** and they can't do anything since each dealership is individually owned. I have the form that was filled out for the order and the bank statements.

  

  Business Response

  Date: 10/10/2023

  A refund will go out to the customer today.

  Customer Answer

  Date: 10/10/2023

   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. Thank you for your help. I hope they are true to their word. 

• Initial Complaint

  Date:09/26/2023

  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 was told the it’s ok for a vehicle (Kia) to burn through 2 quarts of oil every 3500 miles. I should be able to drive 6500 miles but can’t due to it burning oil. I took it to a Kia dealer like I was told to do and they want me to pay $2000 out of pocket when it should be covered under warranty, or buy a new car which I can’t afford either! My car needs a new engine and there is a class action lawsuit from what I am told on Kia for engine issues and no one wants to do anything.

  

  Business Response

  Date: 09/27/2023

  This vehicle wasn't purchased or serviced at VanDevere Kia, but we were able to find out that she had an extended service contract. Unfortunately that contract does not cover her repair for oil consumption. We contacted Kia about their  warranty extension for coverage on the engine, but it is specific for a bearing failure in the engine. This vehicle is consuming oil, which is not a coverable failure per Kia's warranty extension. Our Service Manager sent her a bulletin showing what the failure needs to be for Kia to cover the repair. 

  Customer Answer

  Date: 09/28/2023

   I am rejecting this response because:
  
  I was never told any of this information! 

• Initial Complaint

  Date:08/18/2023

  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.

  /Entered by BBB staff LO Consumer purchased his vehicle 9/29/23. He had it for 3 weeks when it started giving him issues and the engine blew. He has had to take it back 9 times for the same issues. The car shakes, the engine fails. The vehicle is under warranty and they are claiming they are fixing the issues but the car keeps breaking down as soon as he drives it again. The last time he took the vehicle was on 6/22/23 and they still have the vehicle. The consumer states he has been paying for a vehicle that has barely been in his possession. They offered him a different vehicle but he said the interest rates are too high now and he is not interested.

  

  Business Response

  Date: 08/28/2023

  ***** VanDevere has been working with **************** and we have agreed to purchase his vehicle back from him. His is coming to *************** this Thursday to do all the necessary paperwork.