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:03/16/2025

  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.

  On 09March2025, we drove from out of state after confirming with the dealership that they were registered for the ** tax credit. Their salesmen confirmed the same when we arrived. However, when we to the financial department to sign the paperwork, we were told that there was no paperwork for the tax credit and that we would need to file for it with our taxes next year. This information was incorrect and based on outdated rules that changed in 2024. According to the current *** regulations, dealerships are required to be registered with the *** through an online portal and must submit documentation within three days of the sale. Despite multiple assurances from the dealership staff that they knew the rules and showing us old printed IRS rules as "proof," they were clearly unaware of the updated regulations. I had inform multiple people many times about the 2024 requirement changes, and they still refused to check and tried to convince me I was wrong to finish the sale. I had to pull up the current *** website and read the rules to them before they would even consider it as they were unwilling to check themselves. As a result, we were sent home without the car, with a promise that the issue would be sorted out the next day. Over the course of a week, we received daily promises that they were working on it and would provide an update soon. Finally, a week later, we were told we could pick up the car on Sunday. However, upon further probing, we discovered that they still weren't registered for the *** portal and promised to do it on Monday. They also continued to insist that they would not honor the new part of the ** tax credit, which allows for the credit to be applied at the time of sale and instead wanted us to wait a year to receive the refund when we file our taxes.I believe that Great Lakes Kia has been using deceptive sales tactics regarding the ** tax credit for the past fourteen months since the rule change in 2024, making false promises to all ** customers.

  Business Response

  Date: 03/17/2025

  We are sorry for any communication errors on our part. We are also sorry for any frustration caused. Because of some of the struggles that surrounding dealership have had from applying the money to the deal and not being able to recover it from the government, we have decided that we would not participate in directly applying the tax credit where we would have the customer do that on there own. Sorry for any confusion.

  Customer Answer

  Date: 03/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23073403
  
  I am rejecting this response because: 

  Great Lakes Kia still has not registered for the *** portal to make the tax credit valid for any party. Additionally, the other dealerships I have talked to have confirmed that as long as the *** portal approves the credit at the time of sale, they promptly (usually within two weeks) get the money transferred. Great Lakes Kia continues to not put in the minimum amount of effort to register for the *** portal and attempt the credit transfer. With the rule changes in 2024, the burden is placed on the dealership to be properly registered in the *** portal. The credit is rejected if he dealership doesn't register.

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

  Business Response

  Date: 03/18/2025

  I'm sorry, but that is our policy to make. We have the right to decline the direct application of the money to the deal and have the customer apply for it after purchase on their taxes. If you like we will cancel the transaction. Please call your sales associate and please let us know if this is the route you would like to take. Thank you for you time.

• Initial Complaint

  Date:03/10/2025

  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.

  Date of Transaction: February 7, 2025 Amount Paid to the Business: $2,764.12 (includes $1,500 down payment + $1,264.12 first lease payment). The dealership committed to leasing me a 2025 Kia ******** and paying off the full remaining balance of my trade-in (2024 ****** Ascent) based on the correct payoff amount. At the time of purchase, I provided the correct payoff amount of $42,920.90 for my trade-in. However, the dealership mistakenly entered $42,092.00 in the contract due to a clerical error. Now, there is a shortfall, and the dealership is demanding that I pay the difference, even though their mistake caused it. Additionally, the dealership has still not paid off my trade-in over a month later, causing my payoff amount to increase due to daily interest. My current payoff is now $43,135.52, meaning I could be forced to pay an extra $1,043.52 due to their error and delay. I signed the contract assuming the dealership would process the payoff correctly, and I should not be financially responsible for their mistake or their failure to pay off my vehicle in a timely manner.The dealership refuses to take responsibility. I have contacted them multiple times, including speaking with the General Manager, who told me I must pay the difference because the contract states the incorrect payoff amount. However, this mistake was caused by the dealership, not me. I have also attempted to escalate the issue, but they have refused to correct their error or cover the increased payoff amount caused by their delay. I want Great Lakes Kia to immediately pay off my trade-in vehicle in full, including the additional interest that has accrued due to their delay. Their clerical error caused the payoff discrepancy, and I should not be responsible for covering the $1,043.52 difference. Additionally, I request that they update my lender with proof of full payment to ensure my credit is not impacted due to their delay

  Business Response

  Date: 03/10/2025

  To whom it may concern:

               We do not believe it is our responsibility to pay for Ms. *********** overage. The original number of $42,092.00 was used through the whole deal which could only been given to us from MS. ********** The whole deal was worked with that number even on the initial worksheet that she reviewed and signed. I have the paperwork that is most pertinent to this issue in the attachments. Most importantly the agreement to payoff. Which statement 3 clearly states, if the payoff amount is greater than the estimated payoff amount, I promise to immediately pay the dealer the difference. We would need the payment from Ms. ********* and we would be happy to send to the financial institute. I apologize for any frustrations but we have been trying to collect this for several weeks with no avail. 

   

   

  Customer Answer

  Date: 03/11/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23044945
  
  I am rejecting this response because: I strongly disagree with the dealerships response. The issue here is not that I provided an incorrect payoff amount, but rather that the dealership made a clerical error when entering the number into the contract. I verbally provided the correct payoff amount of $42,920.90 at the time of purchase. However, the dealership mistakenly recorded $42,092.00 in the contract, which was not my error.
  
  
  Additionally, the dealership has failed to pay off my trade-in in a timely manner. Due to their delay, the payoff has now increased to $43,135.52, meaning I am being forced to pay an additional $1,043.52 that I should not be responsible for. Had they processed the payoff immediately, the original correct amount of $42,920.90 would have been honored, and this dispute would not exist.
  
  
  The dealership is now using their own clerical mistake as a basis to demand additional payment from me. This is unfair and deceptive, as I provided the correct information, and they failed to execute the payoff properly. I request that Great Lakes Kia take full responsibility for their mistake and immediately pay off my trade-in in full, including the additional interest caused by their delay, so that my credit is not negatively impacted.
  
  
  If they refuse to correct their error, I will continue pursuing this matter with the Ohio Attorney General, FTC, and Kia ********* to ensure that they are held accountable for this unfair business practice.
  
  
  
  Regards,
  
  ****** *********

  Business Response

  Date: 03/11/2025

  Again we feel horrible that you feel this way but everything was signed by the customer. Most importantly the payoff sheet which is signed and agreed we would use that number. No where on any paperwork has there been a number stated by the customer. 

• Initial Complaint

  Date:08/31/2024

  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.

  I have had two engines replaced on my 2018 Jeep Rengade since January 2024. The last one being June 2024. I currently still have oil pouring out my truck. I have reached out to Great Lakes Loa multiple times and they are stating because Im over my ****** its nothing they can do. When the engine was never fixed. Theres no reason. Im pouring oil in my car every other day. And I havent even hit the miles for an oil change.

  Business Response

  Date: 09/09/2024

  We have reached out to Mrs. ****** When we reached her we set an appointment for today the 9th to address her concerns. She did not show up. We called her and she rescheduled for 2 weeks. We will keep everyone in the loop. We are actively trying to fix her issue.

  Customer Answer

  Date: 09/15/2024

  Im just tired of going through the same thing. I have put too much money into this car, on top of buying oil everyday to keep it running. I just want them to take the car back. Its cuts off whenever wherever as soon as the oil light comes on. I have been on the freeway multiple times when this has happened with my kids in the car. This is becoming a safety hazard for me and my children. 

  Business Response

  Date: 09/16/2024

  Ms. ***** purchased this vehicle on the 31st of July, 202. on the 17th  of January 2024 Ms. ***** brought her vehicle to us because of some miss firing. After diagnosing this issue we found that the engine lost compression. Her warranty paid for a new engine. On February 9th Ms. ***** brought her vehicle back for vibrating. After the diagnosis we found that she needed a cv axel replaced. The repair was ****** and was not related to the engine. We covered it. On the Feb 28th 2024 Ms. ***** brought back her car stating the car would not turn over. After our diagnosis we found that her tensioner pulley failed. Again not related to the engine we fixed it. the last time Ms. ***** has been in was on the 24th of April 2024. Claiming to have an oil leak. when we brought it in we resealed her oil pan. we believe we have went above and beyond in trying to help remedy any situation Ms. ***** has ran into in the almost 4 years of ownership. We have asked her to come in so we can again help and have set two appointments. Both times Ms. ***** has not made it to her appointment. We would like this BBB complaint closed. We cannot replace the car or take it back because she has owned the car for more than 3 years and Ms. ***** is not willing to come back to the dealership. There is nothing more we can do for her. 

• Initial Complaint

  Date:05/21/2024

  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 visited Great Lakes Kia’s Morse Rd location on Feb 27, 2024 to have my Kia sportage serviced for 2 recalls (tow hitch and a hecu fuse kit) along with a routine oil change. After waiting several hours, I was informed that my vehicle was ready, one of the recalls required parts to be ordered so I would receive a follow up to return. My oil change cost $80. End of march early April my oil light started flashing on and off. I’ve had my car for 4yrs and have had no issues within my engine or oil leaks, I took my car to Valvoline and found out there was absolutely no oil in my car. I called Great Lakes and spoke with ****** who insisted that I come in and have a diagnostic and services completed to get another oil change and start some program to monitor why there was no oil leaks but no oil. I declined and requested a refund. He stated he would make a note that I declined additional services and would be sending my refund via check. That has been over 30 days ago and I have not received my refund. Whether or not it was intentional or unintentional, oil was not added to my vehicle during the intended oil change. Fortunately no damage was done to my car and oil has remained in my vehicle since my oil change from Valvoline. I would like my refund to be issued.

  Business Response

  Date: 06/04/2024

  We have refunded the customer for the service. Sorry for any inconvenience 

  Customer Answer

  Date: 06/04/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:05/01/2024

  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 a vehicle on a loan/financing from Great Lakes Kia in the end of March. I have had multiple problems. I told them I was limited income and could only afford up to 500 a month. I told them my credit was poor and that I wanted to finance the best way possible. They ran my credit with at least 15 places and hurt my credit without asking to run it that many times. The bank that was then chosen ********* is at 25.4 percent interest and making the total pay off of the car 30K more than book value. And payment is 250+ higher than I agreed or said i could pay. The Kia rebate I was told not to talk about by Kia themselves as they said they’d buy a gift card and make it look like I made a small down payment. Which in turn is illegal and cooking the books. I then got pulled over for my temporary tag I was given from dealership. And they had input the wrong kind of vehicle on the tag. So it looked fake. When I told them. They didn’t offer to fix this. I could not get my own plates transferred on either as they never gave me the proper documents needed legally at time of purchase. So BMV cannot legally change the info. Also the two documents I was given don’t even have the right car. The bank financing me lodged a complaint too. Because I couldn’t open a payment account with them because dealership sent them my personal information incorrectly. That took a month to fix. When I told dealership I’d like to return car and pay mileage used or get my trade in back. They said I wasn’t entitled to cancel or a cooling period and they couldn’t do anything to help me. I was given no options no matter what I offered. Some of this is illegal and predatory- never even verified my income. The income the provided the lender is higher in fact then I have. This was total switch and bate and preditory practices. I have also filed a complaint myself directly with Kia themselves case #******** that details more than I can type here. As there are more issues to report.

  Business Response

  Date: 05/10/2024

  The customer and the dealership has come to a resolution on the matter. Thank you very much

  Customer Answer

  Date: 05/31/2024

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I believe things could have gone better. However a settlement was reached. 
  
  Regards
  

• Initial Complaint

  Date:02/12/2024

  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.

  I have contacted them multiple times asking to be put on their do not contact list. I have told them I am not interested. I have returned their solicitations. But continue to receive their junk mail.

  Business Response

  Date: 02/12/2024

  We are very sorry That this has continually happened. Unfortunately, we are not in control of this information. It is a 3rd party advertising company that buys the data from a source that offers public personal information. we have spoken that advertiser and they will see what they can do about it. We also have recommended any customers that call to go to a website and opt themselves out of these kind of solicitations. *************. I hope this information is useful and we are sorry for any inconvenience.   

• Initial Complaint

  Date:09/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 17th 2023 I entered into a contract to purchase a new 2023 Kia Forte GT at this dealership. I paid them 15k down and was supposed to have a loan agreement for the balance using Kia Financing. Several weeks went by, then they contacted me saying the loan wasn't yet approved and was asking me all sorts of verifying questions. They then said due to me not answering on the phone, to a stranger key questions I couldn't have the loan. So I contacted the dealership that day and arranged to make payment for the balance. Which I did, by driving to Columbus and handing them the balance as a personal check. That was on Sept. 6th. I was told, and have this on my phone as a text from ****** their Finance manager that it would take 10 days to get my title. 3 weeks later and now I'm being told my title has a lien on it, I cannot get my physical title because they falsely reported it to the state title agency and to Kia Financing as a lien, on a vehicle I've had paid off for several weeks now. And now they aren't giving me any info on how they plan to fix this situation. I will also seek out advice from law enforcement, like from the Ohio state AG's office, to see if this false reporting, and their holding my title like this falsely is a violation of a state law or code. But for now, I want info on where my title is, and why as of yesterday, Sept 29th the Union County, OH title agency is telling me my title has a lien on it and I cannot get it.

  Business Response

  Date: 10/06/2023

   I have already been in contact with the customer trying to resolve the issue. This customer has been a fraud victim in the past. We obtained financing from Kia financial for the customer. When Kia called them to verify his purchase and who he was he refused to give any info for two weeks. He then decided to just come in and pay cash. Unfortunately the title was already sent to Kia because of the customer's request for credit so we are trying to get it back in a timely manner and to the customer. This was unfortunately the customers decision to go this route. We are just now trying to accommodate him the best we can. I have been in contact with the customer and the title is on its way back from Kia. We should have this resolved for the customer by next week. I told the customer the 15th so we should be able to absolutely meet this expectation. 

  Customer Answer

  Date: 10/06/2023

  It is not accurate, and dishonest.  This Kia dealership is trying to make it sound like this is all my fault.  Yes, I was a victim of identity theft.  But after telling me my credit and the loan was verified, Kia Financial waiting 3 weeks to contact me.  When they did, they repeatedly asked me probing questions that went well beyond the scope of a simple car loan, in fact, violating my privacy rights.  And then denied me the loan.  So I then immediately paid the balance with cash.  I was promised a title within the 45 day window at sale.  I has now been over 50 days, and still I am only getting a promise of a title at some point in the future.  All of this, from Kia Financial as well as the dealership is unacceptable.  They've lied, and continue to do so.  Defaming my name and character in the process.  This may indeed be devolving into more than just a dispute if they continue to lie about me like they have lied to you in answering this dispute here at the BBB.  I'd suggest they stop playing the games they are playing and produce my clear (lien free) title before I decide to take further action. 
  

  Business Response

  Date: 10/11/2023

  The title was dropped off to the customer 10-11-2023. Thank you.

  Customer Answer

  Date: 10/12/2023

  Lack of dealership taking responsibility in inflaming this issue, and still not a word on the apology for lying to me repeatedly. I will not close this case without that, despite finally (after 56 days) getting my title.  You wish to repeatedly call me sir, yet you don't/can't show enough professionalism or class to apologize to me for your insults and repeated blaming me for an issue you messed up?
  
  

• Initial Complaint

  Date:05/09/2023

  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.

  On 4/21/2023, I approached Capital Kia located at 3445 Morse Road, Columbus, Ohio 43231 about trading in a 2021 Chevrolet Trailblazer for a 2023 Kia Soul. The sales rep assigned to me was ******** *****. I explained to ******** that I wanted everything done without me being there so that I could simply walk in, sign paperwork, swap keys and leave. He agreed. During the communication between ******** and myself, I explained to him that I was pre-qualified through Capital One and that my credit was not to be pulled from anyone except them. I even sent over the letter from Capital One saying I was pre-qualified and for how much. After this communication, I started getting alerts that there was a new inquiry on my credit report. Via Transunion: - Kemba Fin CU - Capital Kia - COAF - KMF Via Equifax: - Capital One (Only one allowed) - Ally Financial - Easton Motorcars LLC Via Experian: - NOWCOM/Westlake Financ - Capital One Auto Fin (Only one allowed) - Ally Financial - Hyundai Capital Americ When the dealership was asked about the multiple inquiries, I was told that they were shopping around for the best rate for me. I explained that that wasn’t necessary as I was already qualified and that they didn’t have permission. The manager apologized and offered me a free oil change. I expressed that an oil change won’t help my credit. I spoke with Mitch and he said that he would work on getting them removed. I spoke with Brian and he said that he would follow up. I spoke with him on 5/9 and was told that once the bank’s clear their history that all of the inquiries would show as one pull instead of multiple pulls as long as the pulls are listed as the same type. However, all of the inquiries listed above are not the same type. The dealership has now told me that there is no way for them to remove the inquiries and that I will have to live with them for the next two years.

  Business Response

  Date: 08/04/2023

  We have been in contact multiple times with Mr. *******. We have resolved this issue and inquires have been falling off. He has my cell and we are in contact. Please close. Thank you.

  Customer Answer

  Date: 08/04/2023

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ***** *******

• Initial Complaint

  Date:05/08/2023

  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.

  We took our 2014 Kia Soul in for maintenance and repairs. We were quoted $2750 for repairs. We were assured that this would fix our problems with our vehicle. After repairs were completed while the tech was test driving the vehicle and motor began knocking. They blamed the noise on a part that was replaced. They then stated we owed them the money however the problems were not resolved and that we should pick up our car. After advising they misdiagnosed our vehicle and they should fix the vehicle since it happened under their watch they stated there was nothing they could do. Tried contacting corporate and was told that the timing gears do NOT effect the motor in any way. Do they not realize timing is what keeps the motor together. We want them to fix the vehicle and no additional cost then the original estimate.

  Business Response

  Date: 07/31/2023

  Customer, in the beginning got the car back from Coughlin Kia, Had some recalls done and the car was going into limp mode at 2500 RPM's Had the engine replaced at 89,000 miles by another dealer. Customer stated that codes have to cleared for the car to be driven and we found that the engine also had a knocking noise. When the other dealer put the new engine in there was damage to the front crank. we installed the timing job for the concern but there was still the ticking issue. Management spoke to Ms. Martin and she did not pay for anything.

• Initial Complaint

  Date:03/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from capital Kia on January 23, 2023. I had a temp tag issued and traded my vehicle in and took out a loan for the remaining cost. It has now been over 40 days, Kia still has not sent the title to the bank or the memo title to us. We were told today that they never received a copy of the title from whoever initially traded the vehicle in to the dealership. So, basically, Kia has never had the title to the vehicle they were selling. The temp tag is now expired and I am out an absolute loss on what to do at this point.

  Business Response

  Date: 03/21/2023

  We are reimbursing the customer for the temp tag.  We made the payoff from the previous loan in January and unfortunately have not received the lein release letter.  After many promises we now have a fed ex label from audi financial that the lein release was sent and the title will be completed soon.  I have spoken to a member of the household explaining the holdup.  It will be completed.

   

  Thank you for your patience