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:03/26/2025

  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.

  On March 13th, I went to Kia of Bedford with the intent of purchasing a Kia Sorrento. We discussed numbers on a new 2025 Kia Sorento. The deal sheet and documents showed 6 miles. As I left, I noticed the car had almost 700 miles on the car. I immediately called to tell them I would like to cancel the purchase. I went back and returned the car to the manager. He offered me $500 dollar check to keep the car. I stated I wanted to cancel the deal and receive my jeep wrangler (trade in) back. They gave me my car back and I left the dealership. On 3/26/25, I received documents from Kia Finance stating I owe them money for the Kia Sorento. Kia Finance is saying that I owe the money when I don't own the vehicle. I am requesting that the dealership cancel the contract with Kia Finance immediately with no balance owed. Additionally, I was hit with six hard credit pulls on my credit report. I would further ask them to remove such inquiries from my credit report.

  Business Response

  Date: 03/27/2025

  The dealership flat cancelled the deal with the bank so there is no payment due..the customer authorized her credit to be ran and submitted to the bank and she bought the car therefore we will not remove her credit pull with the credit bureau as she authorized that to happen. 

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  

  I spoke to Kia Finance. They are telling me that the dealership did not cancel the deal. They are telling me that I owe over $7,500.00. I am requesting documentation showing that the deal was cancelled. 
  

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

  Business Response

  Date: 03/27/2025

  My GM Contrell ****** called KIA today and they informed him the deal has been cancelled since March 24th...customer owes nothing.

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended auto warranty coverage on a 2020 kia optima from Kia of Bedford in 2020. In November of 2024 this auto was deemed a total loss by my insurance(********) in November of 2024. I then met with Kia of Bedford finance person(in november 2024)and submitted documents to cancel remaining coverage. I was told by finance person at that time that it would take 4-6 weeks to settle. It has been 13 weeks and i have emailed and telephoned Kia of Bedford to address this matter and have not gotten a response from them.

  Business Response

  Date: 03/06/2025

  This customers warranty was actually cancelled on August 15th, 2022...the refund amount was $593.94 that went to Kia Motor Finance as there was a loan on it at the time.

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****
  
  
  
  
   

• Initial Complaint

  Date:10/30/2024

  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.

  October 18 I went to Kia Bedford and I went there for a Dodge Journey that I thought was in my budget after talking with the salesman Christian Christian brought me out 2020 Kia Optima. I asked him what the payments on that was he told me $710 a month granted my credit is not that good. It’s like a 554 and I had only had my trade-in down but 710. Just sounds a little ridiculous so I told them I absolutely cannot do that. They brought me out Certified preownedKia forte And they wanted 575 for this. I was so overwhelmed at this point. I told him I had to leave to go get my son from therapy. He has severe autism. I left to go get my son, but they wanted me to take the Kia forte.. Long story short, the car had a broken wheel bearing and needed a wheel alignment and tires. They fixed all that, but it wouldn’t let me out of the car. I did not want the car because they got my signature from lying to me saying that it was certified preowned not only that but they added three warranties that I never even asked for and drove my payment up to 575 and told me I couldn’t cancel the warranty because the bank wouldn’t give me a loan without them so now I’ve given the car back five days ago and they still haven’t contacted the bank to tell them that that we traded back to the cars so I don’t know what’s gonna happen. I called them. Do not willing to give me the owners number name. Nothing I asked them to have the owner called me. They said I’ll tell him but there’s no guarantee he will call you. It’s like there’s nobody to help you dealing with this place. For some reason, they’re dragging their feet calling the bank. I’m not understanding why the owner or whoever said that I could return this car is not accessible everyone that I dealt with there is a crook that cj manager told me if it was him he would’ve never let me out of that car

  Business Response

  Date: 10/31/2024

  The deal has been unwound with the bank, that was explained to the customer several times but she refuses to listen to us...we took the car back and the deal has been cancelled.

• Initial Complaint

  Date:06/25/2024

  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 purchased a brand new vehicle back in March of 2024. Kia of Bedford advertised a military discount of $500.00. I brought by DD214 with me and gave it to the salesperson. When I got to the finance part he had not included the discount in my deal and at that point they said it was too late to include. They had me fill out a paper and said I would receive a check for $500.00. I called numerous time to follow up and see when to expect the check. Everytime I was told someone would get back to me or if I left a voicemail, no one would ever contact me. I contacted Kia of America to see if they could help and they said it had to come from the dealer. I spoke to Mitch last week who is supposed to be the manager in finance. He finally check on it and said it was denied but did not understand why. He had someone else look at what was submitted and did not see why it would be denied. He said he would submit it again and to check back in a week to get the status. I called yesterday and left a voicemail and again no return call. I called today and the person I spoke to said I would get a check. I explained the situation again to her saying it was submitted in March and I still don't have the check and it was resubmitted. Her response was it should not have been denied and she doesn;t understand. I told her I spoke to Mitch and she said she will give him the message and he will call me back. My track record with this place tells me I won't get a call back,. If they advertise a military discount and I have the paperwork to prove I served in the military, I don't understand why they are treating me this way. I need some kind of outside help to get the $500 as promoted.

  Business Response

  Date: 06/26/2024

  Please accept my apology for not receiving the message...my office will cut a check today and mail it immediately. In no situation would Kia of Bedford ever deny one of our military veterans or active duty personnel. Thank you for your service.

   

   

  Business Response

  Date: 07/11/2024

  Zero excuses, my office did not cut the check when i asked them to, it has now been handled and sent. Please accept my apology!

   

   

  Customer Answer

  Date: 07/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* **********
  

  Good Morning,

     I would like to let you know I received the $500 check from Kia on Friday.  I told you I had received an email regarding trading my vehicle in.  I told the salesperson there as no way I would do business with Kia of Bedford again.  He replied back saying he was sorry I had a bad experience but assured me it would be different this time and if I brought the correct paperwork I would get a military discount.  I replied back—it has only been 4 months since I bought the vehicle, I has the correct paperwork at that time and did not get the discount as advertised.  I told him I opened a case at the BBB and 3 times Mitch has said a check was sent immediately and no check has ever been received.  I have 0 faith it would be any different this time.  Within 10 minutes, I received a notice from UPS that a package was on the way and would be delivered that afternoon.  When I got home I checked it and it was the check.  So maybe the salesperson pushed it along or something. 

   

  In any event the $500 has been received so we can close the case.

   

  Thank you

   

  
  

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 March 18, 2024 I took my 2023 Kia Sorento into Kia of Bedford for a check engine light issue. I was told that it necessitated ordering a specific part. Despite assurances that the part would be promptly ordered and installed, I was disappointed to discover that it took an inordinate amount of time, approximately 30 days, for the dealership to acquire the part and complete the repair. At this time I was assured that the vehicle was fine to continue driving regardless of the check engine light being on. On May 16, 2024, I took the vehicle in for repair. The next day, it became evident that the repair was not performed to a satisfactory standard. As I was driving on the highway the check engine light came on again. This subsequent issue raises serious concerns about the quality of this vehicle, the workmanship and attention to detail at this dealership. I have attempted to resolve this matter directly with the dealership. On May 17, 2024 at 1:55 pm I called the dealership. As usual I was forwarded to a voicemail. I left a detailed message regarding this issue. To date I have not had a response. Additionally, this is not the first complaint regarding an ongoing issue that I have reported, several times, that has gone without repair because it wasn't happening when they looked at it. This car is less than a year old. I would like a new vehicle that is in perfect condition. I am sure this dealership will not oblige. Therefore, I would like the repairs done properly at no charge to me and in a timely manner. If the repair cannot be completed in a timely manner I would need a rental at no charge. I also require assurances of improved service standards. I appreciate your attention to this matter and look forward to your prompt response. Thank you for your assistance.

• Initial Complaint

  Date:06/07/2024

  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.

  Brought in my 2023 KIA Sportage which was purchased from KIA of Bedford in February of 2023 brand new in for an oil change and Recall on February 9th and after the simple oil change my car would not start for several days at the shop. They finally called me on Feb 14th to tell me it’s ready. No explanation of what happened or even an apology for doing something to my new car that came in with no problems. Fast forward to 6/1 the car randomly just wouldn’t start. So I had it towed back to them to figure out what’s going on with it. Never had an issues with the car until they touched it back in Feb 2024. My car has been there a week now and no one has bothered to return my call. I keep getting sent to voicemail. I have been without a car and missing work for a week. They have not offered a loaner. Insurance does not cover rental car fees on car that is malfunctioning. I shouldn’t have to pay for a rental out of pocket when I just paid a 700 car note. I really need some assistance. Should I contact an attorney. I can’t believe they are so unprofessional. This is the second time they have had my car without providing me with any information. The only reason I took it back to this dealership is because they did something to it last time they had it and it’s only right they fix it. This car only has 10000 miles on it and should not be having any issues.

  Business Response

  Date: 06/10/2024

  The customer had the car towed out of the dealership on friday June 7th.

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 June 5, 2024 I called Kia of Bedford to inquire about a used vehicle. Because I live an hour away from the dealership, I asked questions in advance. What I was told was a lie. When I got to the dealership, after test driving the vehicle I wanted, I was told a credit report needed to be run. The information was entered into a computer and then I was told to wait. My young son and I waited for nearly 30min while the "finance guy" was keeping busy and leaving his computer with my personal information up on the screen. Another employee from the dealership was looking at my information so I confronted him. He got very angry and told me I wasn't authorized to be at the desk and needed to go sit in another room. Of course I was aware how shady this transaction had become and I strongly requested to have all copies of the paperwork with my personal identification information. The "finance" lead who took all my information had printed it out which had my social security and personal information. He also left additional copies on the machine that I saw later. After having what he needed, he never provided ANY finance options or my credit report. Even though I requested to have a copy of my report, it was not provided to me. I only received a paper printed from the website with my information used to run the report. When I got home and looked up my credit report online, I can see their inquiry is reflected and impacts my credit score. They also made a copy of my drivers license. I'm worried that my excellent credit is in jeopardy and my personal identification is now a theft concern. Ultimately, they had my son and I waiting while they gathered all my personal ID information, then retracted their promise to sell their car and take mine on trade, and never even provided finance options after running the credit. I am so upset about this and will take action to report and file a lawsuit if I need to regarding this transaction. This should be made right immediately!

• Initial Complaint

  Date:04/12/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  February 1st 2024 my car broke down, I have an 2017 Kia Optima! I sent my car to Kia of Bedford in which they told me that I needed a new Starter and Valve replacement. Along with a couple minor issues like 2 new tires and oil change. I gave Kia the ok to only fix the starter and valve. The first guy I began speaking with name was Frank and he never gave me any details nor updates on my car, to find out he got fired. The next guy they assigned me to name was Jeremy, again lack of communication and he never gave me the correct information! He lied to me and told me my car would be ready in 2 days but of course it wasn’t! All I wanted was an update on my car and how much longer they will have it for! Now it is 1 month 1/2 in the guy Jeremy also quit or got fired so I was assigned to a guy name Mike! Mike finally offered me a loaner which I appreciated because trying to commute back and forth to work was stressful and expensive! Mike also lacked communication never called me back with details on my car! So I went up to Kia of Bedford to see if I can talk to the Manager, the manager was there but never came to talk with me! Now it’s going on 4 months Kia has had my car, I called and spoke to a woman name Joanne and she told me that one of the mechanics was working on my car trying to fix the valve and burnt something on the engine, and he quit the next day! At this point I’m mad because why is my car being played with?! Still no real updates from the mechanics nor the manager! I do not want my car back from them cause at this point it’s considered a lemon! I want a brand new car from all the trauma they have put me through!!

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 took the car in on jan 29th 2024, for the engine light being on and a recall. they fixed the recall and "cleared" the engine light, saying "the car performed normal when they test drove it". a week after getting the car back, engine light was on again. took the car back on March 4th, for the engine light again and sat up there for 4 hrs. they told me they had to order an "electric egr control valve" because non was in stock, we'll call when the part comes in, maybe by next monday (march 11th today). they gave me my car back with the engine light STILL ON. I called today to check and see if the part came in and the lady on the phone said no part was ordered and the notes on my account read " car drove normal when we test drove it". she also said i would have to make another appointment to have my car serviced again so they can see whats wrong. I have bumper to bumper full warranty. i dont understand why im getting the run around. They are supposed to be professional mechanics. the engine light doesnt keep coming on for no reason. FIX THE PROBLEM THE FIRST TIME!!! i pay too much for this car for there to be problems like this.

• Initial Complaint

  Date:02/27/2024

  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.

  The business does not include an unsubscribe option in their spam marketing emails. I have replied to the address ******************************************** multiple times requesting to be removed. And despite receiving a response from him asking "are you sure" continue to get spam emails from this company.

  Business Response

  Date: 02/28/2024

  We will do our very best to remove this customer from further communication

  Customer Answer

  Date: 02/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *****