Complaints

This profile includes complaints for Beaverton Kia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Beaverton Kia

  12505 SW Broadway St Beaverton, OR 97005-2137

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  Beaverton Kia

  13575 SW Farmington Rd Beaverton, OR 97005-2607

• 

  Beaverton Kia

  PO Box 728 Beaverton, OR 97075-0728

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:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to a serious mechanical failure in my *** vehicle that occurred shortly after the vehicle passed a dealership inspection. I believe this reflects a safety oversight and poor service, and I am seeking reimbursement for repair costs that were unfairly denied through ***s goodwill assistance program.On March 4, 2025, I brought my *** vehicle to an authorized dealership, Beaverton KIA, for a routine service, which included an oil change, tire rotation, alignment, and a multi-point inspection. According to the inspection report, all components passed, including the suspension and steering system (where the ball joints are located).Less than 300 miles later, on April 26, 2025, my vehicle broke down while I was driving in ******. The diagnosing dealership (****** ***) determined the cause was a failed CV Axel and lower ball jounta critical suspension component. The technician noted the part was rusted, indicating that the damage was not sudden but should have been visible or flagged earlier.I contacted the original servicing dealership, who claimed the issue was due to general wear and tear. They told me that the break down has nothing to do with their services, even though they approved the part that broke down as Passed. I then escalated the matter to *** Consumer Affairs, requesting compensation through their goodwill assistance program, as the failure occurred immediately following a dealership inspection that should have identified such a major safety ********** request was denied, despite the short distance between inspection and failure, the safety risk involved, and the fact that no warning was given about a rusted, critical component. The reason for the inspection was to ensure my vehicle would not break down due to me driving it away from home in college. In the files, I have included the inspection report, highlighting the "passed" components that broke down, as well as the services determined by the diagnosing dealer.

  Business Response

  Date: 05/27/2025

  
  Dear Better Business Bureau,
  We appreciate the opportunity to respond to Jacky **** concerns regarding the service received at Beaverton Kia on March 4, 2025.
  The customers visit included a routine oil change, tire rotation, alignment, and a courtesy multi-point inspection. As part of that process, our technician completed a standard safety inspection and noted recommendations accordingly. attached invoice and inspection report were provided to the customer and reflect the components reviewed at that time.
  The multi-point inspection is a visual check of wear and condition at the time of service. It is not a comprehensive diagnostic or teardown evaluation. At the time of inspection, no visible signs of failure or abnormal wear were noted in the ball joints or CV axle, which is consistent with the report. Vehicle components, particularly those involved in suspension and steering, can fail unexpectedly due to progressive wear, road conditions, or other external factors. The customers vehicle did not display symptoms or visible signs of ball joint failure on 3/4/25.
  After the breakdown on April 26, 2025, we contacted the diagnosing dealership, ****** **** and confirmed the failure was a lower ball joint. While surface rust was noted, this is not uncommonparticularly for a vehicle of this age and mileage. Rust on exterior components does not necessarily indicate failure or warrant replacement unless paired with other symptoms.
  Its important to note that ball joints are only covered under the *** factory warranty for 5 years or ****** miles. The vehicle in question is a 2011 model with ******* miles at the time of the last visit to our service department. At this mileage, wear and age-related issues such as this are not uncommon.
  We also feel it is worth mentioning that during the multi-point inspection, we noted the need to replace two tires due to condition. The customer declined this recommendation. If safety was a concern, addressing known tire issues would have been a logical preventative measure.
  We understand the frustration of experiencing a breakdown, especially after a service visit. However, based on the information available and our review with the diagnosing dealership, we do not believe Beaverton Kia was negligent or responsible for the part failure. *** Consumer Affairs also reviewed the case and denied the customers request for goodwill reimbursement after their independent evaluation.
  Beaverton Kia remains committed to honest, transparent service and regrets that the customer is dissatisfied. We believe we handled this matter appropriately and in accordance with both manufacturer and dealership standards.
  
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23377376
  

  While I underatand that the inspection conducted on March 4, 2025 was a "visual check," it was nonetheless a safety inspection that should have identified deterioration, such as rust. Less than 300 miles later, my vehicle suffered a catastrophic ball joint failure. If the accident happened on the highway at high speeds rather than on a slow street, it could've caused accidents and serious injuries. This wasn't just a mechanical issue, it was a critical safety risk that was missed depsite being inspected, and that's what makes it so troubling. The rust that was noted on the vehicle was clearly not new, and would not have emerged within ******************************************************************* negligently conducted. 

  The dealership's claim that I declined to replace tires is irrelevant, tire conditons has nothing to do with the suspension system failure, especially when the tires are in the rear. Your response also gloss over the fact that the ball joint and related suspension components were explicitly inspected and passed, and yet failed just weeks later. This is not normal, and shouldn't be excused by the vehicle mileage. I am not asking *** or Beaverton Kia to guarantee every part forever, I am asking that they take responsibility when a dangerous issue was visibly present, inspected, marked pass, and then failed. 

  I maintain the same perspective that this whole incident could've been avoided, and I continue to seek proper reimbursement for repairs caused by oversight in the inspection process. 

  Sincerely,

  
  Jacky Sun

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 1st, I paid Beaverton Kia $1,321.98 up front for a new mirror they sourced and said needed to be painted to match.On February 10th, when I arrived for pickup they had painted the mirror the wrong color, but told me I could not pick up the car unless I paid $196.73 for the labor to install the wrong part. I would then have to come in to have it reinstalled. On February 25th I again **opped off the car, but they broke my second key FOB and left a ~2in deep scratch on the newly installed mirror, which I have pictures of. They responded after multiple contacts and agreed to fix the scratch and keys. I ** I **opped the car off again on March 3rd. On March 5th Beaverton Kia said they needed the car an extra day because the paint job was "horrible". On March 6th, Beaverton Kia contact me to say the car was ready for pickup, but made me sign for the car without it present, and would not retrieve it until I signed. When I got home, I noticed extensive paint damage to the hood and rails of the car. I also noticed a long scratch on the **iver door. I again took multiple pictures and sent them to Beaverton Kia asking what happened. On March 7th, service manager **** ****** called me and told me they would not be working on the car anymore. He was accusatory and angry. I then spoke with the other service manager, ****** *********, who told me this was not Beaverton Kias responsibility and they "didnt do it." She was defensive, condescending and angry. Because she didn't like my insistence that the damage happened at Beaverton Kia, decided she would not perform any complementary salvage work. On March 7th, I **ove to two local auto bodies confirmed Beaverton Kia damaged the car, and showed me evidence of overspray, cleaning, and poor taping. When confronted with this detail, Beaverton Kia said refused to help because I had contacted *** corporate.

  Business Response

  Date: 03/11/2025

  We appreciate the opportunity to respond to Mr. ********* concerns regarding his vehicle service experience at Beaverton Kia.
  On February 10th, Mr. ********* vehicle was in our service department for the installation of a replacement mirror he had prepaid for, along with factory recall work. Unfortunately, the replacement mirror arrived painted in the incorrect color, requiring a follow-up visit. Since the existing mirror on the vehicle was damaged, we installed the incorrect-colored mirror temporarily to ensure he had a functional mirror while waiting for the properly painted part to arrive.Additionally, during this visit, we informed Mr. ******** that one of the factory recalls could not be completed because he did not bring both key fobs, which were required for the procedure this was also noted on his repair order.
  Once the correctly painted mirror arrived, we contacted Mr. ********* and he dropped off his vehicle on February 25th for installation and completion of the recall. However, he again did not bring the second key fob, which meant he would need to return with it at a later date. Following service, Mr. ******** notified us of a scratch on the newly installed mirror. Without question we asked that he return the vehicle so we could address the concern by sending the mirror to our Auto Spa for repair.
  On March 3rd, Mr. ******** dropped off his vehicle for the mirror repair. After multiple attempts to correct the scratch, it was determined that the best resolution would be to replace the mirror cap with another unit and have it professionally painted.Given the multiple visits and inconvenience, we expedited the resolution by replacing the mirror with one from our stock inventory and applied 3M protective film to both mirrors as a goodwill gesture. During this visit, *********** provided the second key fob, allowing us to complete the recall programming at no additional charge.
  Shortly after picking up his vehicle, Mr. ******** contacted us with concerns about damage to his vehicle's roof. We explained that the work performed did not involve that area of the vehicle, and at no point was his vehicle sent to a body shop for repairs. The only components sent for painting were the replacement mirrors, which were painted prior to installation. Additionally, the Auto Spas repair attempts were conducted on the mirror only, not the vehicle itself.
  Mr. ********* account of events is inaccurate, and we can verify this through text messages and phone call recording. His claim that we broke his key fob is untrue, as he simply did not provide the second key until March 3rd, despite being advised multiple times that it was required for the recall. Additionally, his assertion that we forced him to sign paperwork before retrieving his vehicle is also incorrect. We have documentation showing our standard procedures were followed, and he was given the opportunity to inspect the vehicle before departure.
  We also explained that the condition he described could be related to residual marks from factory-installed transportation film, a condition we have encountered before,but Mr. ******** remained unwilling to discuss alternative explanations. In an effort to resolve his concerns, we offered to detail his vehicle as a goodwill gesture at least six times over the phone and once via text message Despite multiple opportunities, Mr. ******** never accepted the offer or brought the vehicle in for the service. This suggests that his concern was never about having the vehicle detailed, but rather an attempt to receive a refund for a completed repair that he did not want to pay forspecifically, a mirror replacement that was necessary due to damage caused by his wife.
  At Beaverton Kia, we strive to provide quality service and address customer concerns fairly. However, we cannot take responsibility for damages that did not occur as a result of our work. Our team made every effort to resolve Mr. ********* concerns, including offering repairs, goodwill services, completing recall work and rental cars at no charge .
  Please let us know if further clarification is needed.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23038177
  
  I am rejecting this response because:

  March 11, 2025
  I will start with the reiteration that Id be glad to work with Beaverton Kia to review and fix the damage causes to my car, and would consider addressing this damage as satisfactory for resolving this BBB dispute. They did not, and have not, offered to make this situation right, which is the ******* for the BBB claim. Below is a more fulsome and accurate description of events, which highlights Mrs. ********** inaccuracies and omissions. This detail is rather long, but is important in understanding this dispute and explaining where Mrs. ********* misunderstands the situation:
        On February 1st, I called Beaverton Kia to explore what it would take to repair my damaged passenger side mirror. Based on the description, Beaverton Kia parts informed me that a new mirror would need to be purchased and painted. I inquired as to whether it needed to be painted, and was informed all stock parts come unfinished and do need to be painted, even black. Beaverton Kia took my VIN to confirm the car details. Beaverton Kia confirmed that because Beaverton Kia would be handling the painting, I would be charged for that service and would need to pay, in-full, up front. I assented, and paid $1,321.98.
        On February 7th, I called Beaverton Kia to determine if the part had arrived and if it had been painted, and to confirm that I could address my outstanding recall at that time. The one, and only, recall alert I was made aware of by *** and discussed with Beaverton Kia was recall number: 24V962000. This recall explicitly and exclusively delt with the second- and third-row seat mounting bolts that could be loose or missing. It had absolutely nothing to do with keys or key FOBs.  Beaverton Kia informed me that the mirror had been delivered and painted, and requested that I drop my car off on Monday, February 10th for the part to be installed and the recall work to be completed.
        On Monday, February 10th, I dropped my car off at 8:00am with service representative ***** *****. He informed me the install and recall work for 24V962000 would likely be straightforward, and I could expect to pick up my car that same afternoon.
        On Monday, February 10th at 4:00pm, Mr. ***** texted me to inform me the car was ready for pickup. I took an **** to Beaverton Kia to pay for labor and pick up the car. ***** was no longer on the premises when I arrived around 5:45, so I spoke with service advisor ******* ****. ******* informed me at that time that the mirror I purchased was painted the wrong color. I asked how that mishap occurred, and he didnt have details. He noted that I needed to pay for the labor performed in order to take possession of the car, and that I could speak with Mr. ***** or the service manager to address a potential discount for the challenge. He also noted I would need to come back to complete recall as well. I paid $196.73 for labor and took possession of the car and went directly home. At 7:05pm I wrote Mr. ***** with concern about being charged $200 to install an incorrectly painted part. While I appreciate Mrs. ********** point that a working mirror was better than no mirror, I found it odd I was charged full price on labor despite the fact that Beaverton Kia had made the mirror error that I then had to pay for and come back to fix. Mr. ***** informed me, and I quote, we did have to order a part for one of the recalls, as well as a new scalp for the mirror. Mrs. ********** assertion that this had something to do with the key FOB is provably false Im happy to provide communication records which establish this fact. Nothing was discussed or noted about key FOBs at any time, and had Beaverton Kia installed the mirror and complete recall work 24V962000 as planned, I would have never needed to return. Mr. ***** offered to connect me with the manager, and I asked he put me in touch.
        On Tuesday, February 11th I spoke with **** ******* the service manager. He first told me they would install a correctly painted mirror at no cost, and asked if that was a good enough offer. When I told him it felt wrong to pay $200 specifically to install a part that was wrong, when I had already separately paid $1,321.98 for the mirror and the paint. He confirmed and apologized for the fact that Beaverton Kia had missed a step, and that their internal parts department did not communicate with their paint and body shop to align on color. This is despite the fact that they had taken my VIN number when I purchased the part. This is important, as the mirror did not arrive to Beaverton Kia incorrectly painted their contracted paint and body shop incorrectly painted it because of their internal process error, which was not explained to me until I picked the car up at 6:00pm. Days later, other service technicians on site were joking that they saw the car had two different colored mirrors and wondered what was going on.
        On Tuesday, February 25th I dropped the car off at 7:30am to have the new mirror installed. At 4:25pm Beaverton Kia contacted me to inform me the car was ready for pickup, but it was only at this time that Mr. ***** informed me for the first time that the work had rendered my second key FOB useless, and it would need to be brought in to be fixed. It was not discussed with me whether this was from the work or due to recall work that they also completed, but again, Mrs. ********* inaccurately claimed this situation occurred more than a week prior which I can prove it did not. Mr. ***** kindly said he could do it whenever convenient for me and would only take a few minutes had my mirror not been damaged, I wouldnt have needed to leave my car with Beaverton Kia service again. However, when I drove the car home, I noticed a ~2in deep scratch on the newly installed mirror, which I promptly took pictures of and sent to Beaverton Kia at 6:10pm, asking how to resolve the situation.
        On Wednesday, February 26th I again contacted Beaverton Kia how best to fix the damage on the brand new mirror they installed. Mr. **** wrote a brief response requesting time and noting that Mr. ****** the service manager I had been working with, was not on site. I contact them one additional time on Wednesday, February 26th asking for a plan, and received no answer. On Thursday, February 27th I contacted Beaverton Kia again asking for clarity on how to get the scratch fixed. Mr. ***** then responded, said hed spoke with his manager, and that Beaverton Kia would bring my car back in, fix the scratch, and at the same time fix my second key FOB. He noted he needed Beaverton Kia would need the car for 2 days. I asked if I could bring it in Monday, March 3rd in order to obtain possession by Wednesday, March 5th. Mr. ***** said this worked well, and I informed him I would drop it off Monday morning.
        On Monday, Match 3rd I dropped my car of at 7:30am for the scratch fix. I noted to Mr. ***** I did not have the second key which was with my wife at her place of work, and later that day texted him that she would not be able to drive it out. Since my car was not scheduled for pickup on Wednesday, March 5th, I asked if it was fine to bring the key by Tuesday, March 4th. Mr. ***** responded That works out good! No worries.
        On Tuesday, March 4th I dropped my second key FOB off at 7:30am. Mr. ***** mentioned they thought the work would be done that day, and asked me to contact him later for an update. At 3:58pm, I asked about the state of the car, and was told the painting had been done, but that Beaverton Kia wanted to let the paint cure overnight. I told them that was fine.
        On Wednesday, March 5th at 2:57PM, I contacted Beaverton Kia to ask if the car was ready for pickup, to which Mr. ***** said theyd have it ready in 5 minutes. 27 minutes later, he wrote me to say that the mirror was not up to par and that they needed the car for an additional day so that our top painter from the body shop could look at it. He apologized for saying it was ready before seeing it. I assented to the extra day and work.
        On Thursday, March 6th, Beaverton Kia contact me to say the car was ready for pickup. When I arrived, Mr. ***** had me sign for the car without the car pulled up or present. After I signed for the car, he left the premises for at least 10 minutes to go retrieve the car. This is the accurate pattern, which Mr. ***** can verify. He showed that both keys worked, which I thanked him for. Mrs. ********* said they completed this work at no additional cost which is odd that either it was worked performed according to a recall, which is never a charagable service to the consumer, or the fixing of a situation Beaverton Kia created, which she said was not the case. After I received the car, I parked, inspected the mirror area, took some pictures, and drove home. As soon as I got home and got things out of the trunk, I noticed extensive paint damage to the hood and rails of the car. It was clear that the car had been taped off while in the shop, and the plastic and/or some substance had damaged the paint roof and rails. In the sunlight, I noticed overspray where the mirror work was done, and cleaning compound in the creases and door jam of the passenger side front door. This highlights another inaccuracy from Mrs. ********** statement. As stated by Mr. ****** and on my invoice, my entire car was sublet to the Beaverton Kia owned paint and body shop for the day. That shop does both paint and body work, as painting work cannot be completed at the Beaverton Kia site. It was clear my car was driven to that location (despite being inaccurately logged on the Beaverton Kia invoice), I received my car back with multiple additional miles from when I dropped it off. I have pictures that can prove this. At this shop, at least some of the painting of the mirror was completed while it was affixed to the car, as there is black overspray on the window and window jam. The mirror was also then cleaned while on the car, as there is compound around the area, in the door jam, and in the window creases. In short, Mrs. ********** assertion that the mirrors were sent away and painted it provably untrue, by Beaverton Kias own documents and photos I took. I sent these photos to Beaverton Kia, along with a question about how to resolve the situation.   
        On Friday, March 7th, service manager **** ****** called me, and his first statement was that Beaverton Kia would not be working on my car anymore.  He accused me of trying to get something out of Beaverton Kia, and asked why I would keep coming back if the service was so poor. I was shocked and told him I was simply trying to get the mirror I paid more than $1,500 installed, and had no idea why my car kept getting damaged. He said they would take no responsibility for the paint and ended the call. Had I not made the personal effort to reach back out, there would have been no additional communication from Beaverton Kia, let alone an offer to fix the damage. I called Beaverton Kia back and asked to speak with the other listed service manager, ****** *********. When Mrs. ********* called me back, she said she had reviewed the photographs and that the paint damage was not Beaverton Kias responsibility. While I tried to tell her I understood, but it was new and happened during the 4 days the car was in their car, she repeated that Beaverton Kia didnt do it and would not take responsibility. She told me that, like parking in a public lot, damage that happened on their premises was not their responsibility. I told her this was not true, as I was not parked at Beaverton Kia I had driven into their building, handed them my keys, and that while the car was in their custody it was damaged. I told her I wasnt even accusing them of the damage, as I wasnt sure what it was, but that I was sure it had happened in their control, and that I wanted their help fixing it. Mrs. ********** told me multiple times we are not painting your car, to which I told her multiple times that I wanted the least invasive, most cost-effective solution, but because Im not an expert, Id want somebody with experience to say what needed to done.  She then told me that the roof paint damage must have happened 4 months earlier during shipping, despite the fact that I have pictures of the car that demonstrate this isnt accurate, and documentation from the dealership where I purchases the car that it is in premier, undamaged condition. She claims I was unwilling to hear other explanations, which she knows is not true. I, in fact, offered possibilities myself, including the construction work going on across the street. I clearly articulated my concern was that Mrs. ********* was using examples to illustrate that they would not take responsibility for the damage, and would not pay to fix it. She then said she we were going in circles, and that I could bring the car in for review and potential detail. This was not said 6 times, but was at the end of the conversation and marked her first offer to proactively do anything about the situation.  I asked her to clarify if was offering to do the detailing work free of charge, or if she was only going to review it. In frustration, said she at that point she had decided she would not perform any complementary work to remedy the situation.
        I drove to two local auto bodies that day. They explained to me that the roof damage was from where the car had clearly been taped off in the last day to protect it from overspray or other damage. They said the damage was from plastic/moisture/heat transfer, and that the body could likely easily be buffed out, but that the rails were more concerning. They pointed called out the numerous areas of overspray, and then highlighted the cleaning compound in many car crevasses. I have pictures of all of these areas. They confirmed the mirror was either painted or touched up on the car, and then cleaned while on the car, resulting in the compound splattering and leaking.
  
  I hope this is a helpful, detailed recounting of exactly what happened with my experience at Beaverton Kia. I began this saga more than a month ago, paid them over $1,500, and made 5 visits to try to have my passenger mirror installed and my car returned in the shape I delivered it. I completely understand mistakes happen and Im more than willing to be reasonable. While I understand this was neither parties desired outcome, I have never been treated this poorly as a customer and ended with a brand new car in worse shape than when I began a minor repair. If Beaverton Kia had, at any point, offered to fix the damage as they have claimed, I would have gladly taken it in for my 6th visit and shook their hands. But they did not, and they have not. It began with an accusatory call where I was explicitly told we will not work on your car anymore, and the last call ended with the explicit statement that they would not perform any complimentary work.  Absent Beaverton Kias willingness to remedy the situation, my recourse is a refund on the minor service work that led to this damage, such that I can pay another dealership to right this wrong. If they are now willing to complementarily fix the damage, I am encouraged and look forward to coordinating the service.
  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 03/20/2025

  We take customer satisfaction seriously and strive to provide transparent and efficient service. Below is a factual summary of the events and our response to his claims.
  Mr. ******** scheduled three product updates, one safety recall, and the installation of a preordered passenger mirror with our call center on February 7, 2025. He dropped off his vehicle on February 10, 2025, and signed for all five items. Documentation, including the pre-work order, is attached.
  When Mr. ******** picked up his vehicle, Service Advisor ******* **** informed him that the mirror had been painted the wrong color and that a replacement part had been ordered along with the needed part for SA603. Subsequently, Mr. ******** texted ***** *****, expressing concern about the labor charge for installing the incorrectly painted mirror. ***** clarified that the labor charge was necessary for the installation but that he offered to cover the customers next maintenance service as a goodwill gesture.
  Regarding the subsequent visit to address a scratch on the newly installed mirror, Mr. ********** vehicle was sent to our Auto Spa, not an on-site body shop, for polishing before the mirror was removed and repainted. At no point was the mirror painted while affixed to the vehicle, making overspray on the vehicle highly unlikely. Additionally, our standard procedure includes parking customer vehicles off-site, which may result in mileage discrepancies not reflected in repair orders unless related to repair test drives.
  To rectify the mirror issue, our team, led by **** ******, decided to expedite the resolution by replacing the mirror with a brand-new one from a stock unit, ensuring Mr. ******** was not further inconvenienced. Additionally, we installed 3M protective film on both mirrors as a further gesture of goodwill. We have included photos of the poorly painted mirror that is still here on our stock unit.
  Despite our efforts to accommodate Mr. ********* he has raised additional concerns unrelated to our work on the mirror. Our repair order, signed by Mr. ********* explicitly states that Beaverton Kia is not responsible for incidental damages. Nonetheless, Service Manager ****** ********* offered, on multiple occasions, to have the vehicles roof cleaned and detailed, despite the absence of any evidence linking the claimed damage to our work. These offers were extended verbally and in writing but were declined by Mr. ******** because we did not accept full responsibility. We can provide a copy of the phone call with the eight-time stamps outlined where the offer was made by ****** to cover the detailing.
  Furthermore, Mr. ******** sought an independent assessment from another *** dealership, which confirmed our findings of the markings on the roof likely being from plastic from transport. Our team made repeated good-faith efforts to resolve his concerns, including installing a new mirror, offering complimentary services, and addressing aesthetic concerns. Given these extensive efforts, we respectfully disagree with the assertion that we have failed to make the situation right.
  Beaverton Kia remains committed to customer satisfaction and transparency in our service processes. However, given the nature of this ongoing dispute, we will no longer do business with Mr. ******** and suggest he find one of the other local *** dealers for his future service needs.
  
  
  

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23038177
  
  I am rejecting this response. I appreciate Mrs. ********** response. However, she continues to present a number of factual inaccuracies, including false statements from her previous response. I will address them each for clarity:

  
        Mrs. ********* stated that on February 7th, I called to schedule three product updates, one safety recall, and the installation of a preordered passenger mirror with Beaverton Kia. This is incorrect. I had scheduled work at a different *** ********** for recall work on *** ****** SC329 which dealt exclusively with missing back seat bolts. This is the only recall I was ever made aware of by **** I ordered the mirror on February 1st from Beaverton Kia and was informed I would be contacted when the part was ready for installation in a few days. When I did not hear back from Beaverton Kia, I called again on February 7th. This is when they confirmed the mirror was ready. There was no discussion of any recall work that involved anything outside of ****** SC329. While I appreciate additional recall work was apparently performed, I was never aware of any other recall work and never discussed this work prior to service, either in person or in writing.

  
        Previously, Mrs. ********* made multiple untrue statements regarding the key FOBs, suggesting that my not bringing them in for service was the driving cause for multiple visits. This is false, which she is now acknowledging. She stated that during my visit for the original mirror installation on February 10th, Beaverton Kia informed Mr. ******** that one of the factory recalls could not be completed because he did not bring both key fobs, which were required for the procedure this was also noted on his repair order. This is factually untrue, and as her own text messages show, was never discussed during this visit. Both key FOBs were working on the night of February 10th. It was not until February 25th where Mr. ***** clearly stated Hey ****, the car is all done and ready for you! We will need you to bring the 2nd key when you pick up or at your convivence as we had to reprogram them during this repair. So the one we have here will work but the one you have at home will not until we program it. Furthermore, in her last response she suggested that Beaverton Kia could not complete their work because they lacked the second key FOB. As the time stamps in her text messages show, the possession of the second key FOB created no service delay, as the car was not ready for pickup until days after I brought it in.

  
        In her previous response, Mrs. ********* stated that she had documentation showing our standard procedures were followed, and he was given the opportunity to inspect the vehicle before departure. This is factually untrue, as this never happened. Upon picking up my car, I was given paperwork to sign before the car was retrieved. On March 6th, my car never entered the express service pickup bay where signing occurs. I had to sign, after which the service manager went to go retrieve my car. I exited and waited in the parking lot for it to be pulled up. Again, Mr. ***** would certainly concur, as he was my service representative.

  
        In this response, Mrs. ********* references my signing of the repair order as somehow absolving Beaverton Kia of liability for incidental damages that occurred while in their custody. I believe shes referencing language that is buried at the end of document in small-text boilerplate language, clearly under the heading Warranty. The damage to my car is not at all relevant to an implied warranty on work performed, and I am confident this broad and unreasonable attempt to disclaim any responsibility does not cover my claim. Furthermore, Oregon auto repair shops are required to hold insurance for damages that occur to vehicles in their possession.

  
        Most importantly to this situation, I can prove that car was taken offsite to the Lanphere owned Canyon Road Autobody, and the mirror was worked on while attached to the car. Mrs. ********* stated my vehicle was sent to our Auto Spa, not an on-site body shop, for polishing before the mirror was removed and repainted. Her submitted text messages clearly show this is untrue. On March 5th, Mr. ***** wrote Okay after looking at this mirror it is still not up to par. I want this thing to be perfect lol so we're gonna have our top painter from the body shop get a look at it tomorrow. This text clearly shows that a body shop was involved, that it was Canyon Road Autobody, and that the car needed to be taken there for review by their top painter. This is also supported by the miles put on my car while at Beaverton Kia. Attached is a picture of my odometer while still onsite at Beaverton Kia, taken the moment I picked up my car on March 6th. The odometer reads 3751. By Beaverton Kias own records, the car was checked in at (and erroneously checked out at) 3747 miles. Lanphere owned ********************* where the painting work and subsequent cleaning of overspray occurred, is 1.7 miles away. My car was driven here for painting and cleaning services. Furthermore, it is provable the mirror was worked on while on the car, as there is overspray on the car, and cleaning compound in all of the creases and door surrounding jam of the front passenger side. Finally, the roof plastic damage is from being taped off while at ********************. Canyon Road Autobody has tight quarters, with multiple areas used for spraying. Cars from Beaverton Kia are taken here for various service needs, and plastic sheeting with tape is used to protect cars from overspray, or from other spray jobs in process. I have photos to support each of these claims. During the time my car was at this location, it was taped for protection, leaving plastic transfer damage on the roof of the car.

  
        Finally, Mrs. ********* knowingly reiterated her untrue statement that Mr. ******** sought an independent assessment from another *** *********** which confirmed our findings of the markings on the roof likely being from plastic from transport. *** of Portland, which Mrs. ********* communicated with to provide her inaccurate statement of events, simply reaffirmed what Mrs. ********* stated without ever seeing pictures of the damage, let alone the car itself. No assessment was performed, and instead, Mrs. ********* shared my BBB complaint with *** of ********. Pictures of this text exchange are attached. I find her reaching out to, or otherwise coordinating with *** of ********, without any assessment of my car, both unprofessional and an extra effort to deny me reasonable service. Due to Beaverton Kias refusal to assess or address this damage, I have since gone to three independent auto paint and detailing shops. Each of them, within minutes of seeing my car, confirmed it had been recently covered in plastic sheeting at an auto paint shop, that there is recent overspray on the car, and that the mirror was cleaned while attached to the car (using compound that no detailer would use).

  
  Again, I am looking for reasonable compensation to complete work to get the car back in the shape it was when it was provided to Beaverton Kia. Mrs. ********* continues to state that Beaverton Kia offered complementary detailing which I refused. She knows this is not the complete story. When I first spoke to Service Manager **** ******, he unequivocally told me that Beaverton Kia would not be performing any more work on my car. When I took the proactive step to reach out to Mrs. ********** she did say they would be willing to look at the car for detailing. I did not refuse and told her I wanted the most cost-effective and straightforward solution available. However, I did not feel comfortable accepting anything without an expert reviewing the situation, as I have no idea what would be required to address the damage. Exhausted with Mrs. ********** refusal to take any responsibility, I finally asked her if she was offering to simply look at the car or was promising to complete the detail work free of charge. She curtly informed me that it would just be a consult, and any work performed I would need to pay for myself. Her call transcript will show this. Her text messages also show that no services have been offered by Beaverton Kia since, and on the contrary, she has reaffirmed that they will not service my car.

  
  To progress this situation and address my still damaged car, I am asking for a $300 refund to begin independent detailing. This is an imminently reasonable offer given prevailing service prices, and the $100 in service credit I had on my account from ********************** which they are now refusing to honor. It also doesnt consider the incredible inconvenience and travel cost this ordeal has caused. In parallel, I will independently pursue a warranty claim for the extensively damaged rails. If they are the result of shipping damage as Mrs. ********* has adamantly expressed, they should easily be covered under warranty.
  Please advise if this offer is accepted.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/03/2025

  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.

  My 2017 *** **** had a catastrophic engine failure on 1/07/2025 in which the engine broke down and caught fire when I returned home from the grocery store. On 1/11/2025 I had the car towed to the *** repair shop where it was checked in. As of this date the representative from the shop, **** *********, has been waiting for the ************************************ to authorize them to repair or replace my engine. I have been told that they need to assign a case manager to me. Over five weeks since I have had my car towed there they have not assigned me a case manager and have not taken any action to repair my car or to even give me an estimate for repairing it, nor have they told me if *** will cover the costs due to the failure of their product. They have not been authorized to cover a rental car for me, nor to cover the cost of having towed my car there.

  Business Response

  Date: 03/03/2025

  In the complaint, the customer states that it has been 5 weeks since he towed the vehicle here. That would have been around the 14th of February, and we are just receiving this complaint today on March 3rd? There were numerous update texts and phone calls between the service advisor, ****, and the customer. The hold up was due to *** consumer affairs that the customer was in contact with. It seems that they informed the customer that they were going to escalate the issue to a case manager. On February 20th, *** determined that the failure was the result of a lack of maintenance and the claim was denied. At this time, **** informed the customer of ***'s decision, and at the customer's request, provided him a quote for the repairs  Since that time, and I assume after this complaint was filed, the customer contacted his insurance company, who ended up declaring the vehicle a total loss. I believe that the vehicle being totaled by his insurance company eliminates the need for any repairs.

  Customer Answer

  Date: 03/04/2025

   
  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.

  To make it clear, I have no quarrel with this specific location of **** the staff there including **** and ****** have been nothing but professional and helpful to me. My complaint is with *** Corporate. They are the ones who have been stonewalling me from the start and have made no effort to reach out to me during this entire process. Even the people I have dealt with at Beaverton Kia have admitted that Corporate has been difficult to deal with in this matter.

  I appreciate your time in resolving this.

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

• Initial Complaint

  Date:08/23/2024

  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.

  I took my car in to Beaverton Kia to be evaluated for transmission problems and a blinker issue. I was told on the phone before they'd have to do an inspection costing $95, and a 30-mile multipoint service, which could cost $503. At ***, clerk #1 said he'd evaluate before doing work, and got my signature in order to just look at the car. I got no copy of the checklist with my signature. He promised to wash the car when finished also.The service clerk texted me later a laundry list of items *** suggested to do with estimates amounting to $1869. I texted him the transmission and blinker light were all I wanted done. The multi-point inspection was listed as a "courtesy", and "shop charges" were $25.00. My total for all three items should come to $290.90. When I arrived, clerk #1 was gone, and another man checked me out. The bill looked nothing like the original sheet nor the estimate clerk #1 had sent me via text and email earlier. It listed 4 other line items I had not approved, as well as the items I had, totaling $619.60 altogether. When I told clerk #2 I had not approved those extra 4 items, he drew out the sheet clerk #1 had me sign to assess the car, saying that was proof I had approved the work. He called the manager, then clerk #1, and clerk #1 told him I had approved them all. Clerk #2 even looked up my text and my recorded phone call which prove I did NOT approve them, and ignored them, because he insisted my signature had been approval of the work in advance, which it was not. In addition, the car was not washed.Since I knew I had to pay to get my car, I used my credit card which I was supposed to have paid off this month. People should be protected from scams like this!Beaverton Kia owes me the estimate-invoice difference of $328.70, charged for work I did not approve and should not have been forced to pay, credited back to my card. Clerk #1 lied and clerk #2 ignored the proven truth. Please help me get justice and a refund. Thank you.

  Business Response

  Date: 08/27/2024

  
  
  Thank you for bringing our customer's concerns to our attention. We take all feedback seriously and appreciate the opportunity to address *********************** experience at Beaverton Kia.
  
  After reviewing her visit, I would like to clarify the steps that were taken during the service appointment:
  
  1. Initial Consultation: **** ************;had a detailed 30-minute phone call with our appointment setter, which we have reviewed, during which each scheduled item was carefully discussed. This conversation included the 30,000-mile service, the transmission fluid evaluation, parking brake evaluation and the blinker issue, along with their associated costs.
  
  2. Check-in Process: Upon her arrival, our service advisor reviewed the scheduled items with her, going through them line by line. During this process, some of the initially scheduled items were crossed off per her request, and a bulb replacement was added, with the cost provided to her before she signed off on the work.
  
  3. Approval of Additional Work: After our inspection was complete, several additional items were identified as necessary, **** ************;subsequently approved 1 of them. This was added to the total cost that had been previously approved during drop-off.
  
  Regarding the discrepancy in the final bill, I understand her concerns and would like to clarify that the signature provided at check-in was intended to authorize the work that was discussed and agreed upon during that time. The additional items that were later approved by her during the service were then added to the final total.
  
  While our records indicate that the charges were discussed and approved throughout her visit.  There is no refund due for the service she approved and had us perform on her vehicle.  ******************* is welcome to reach out to our service director, ******, directly if she would like to discuss this further and work towards a solution that addresses her concerns.

  Additionally, we have attached the repair orders signed and authorized by *******************.

  Again, we appreciate your attention to this matter.

  Thank you

• Initial Complaint

  Date:03/18/2024

  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.

  **** *** sold me a car by buying my car at trade in on or around 2018. The dealership did NOT notify the OR DMV that THEY now own the trade in, not me. All these years later, I am being SUED by a towing company in NV because the car was towed there (the car owned by **** **** and has not been removed or recovered. The RUDE UNPROFESSIONAL *** OF 13 YRS REFUSED TO TELL ME HIS NAME AND REFUSED TO SEND ME PAPERWORK OF PROOF HE SOLD ME A JUNK CAR AND TOOK MINE IN AS TRADE). he claimed every car buyer in OR is required to do the lien release, not the dealer. Really? I went on ******** and asked. I have ***** replies for OR residents who say they have NEVER had to lien release a car at trade in. I went on ******** I have ***** replies from OR residents saying they have NEVER been required to do this. I called 7 dealerships in OR. They ALL said NO, the DEALERSHIP does the lien release, NEVER the customer. I called the OR DMV. They said this ONLY applies when a person sells their own car to another person. The OR DMV said they have NEVER heard of a dealership not doing this for the customer. I was NOT NOTIFIED. I have purchased 5 cars in OR and NEVER heard of this. The *** REFUSED to email me proof of the vehicle I traded in and proof of the car I purchased (trade in VIN kmhcg35c05u359406 ******* accent GT 2005). I have spoken with a lawyer regarding filing suit against the *** of **** *** personally. I have contacted the Oregonian, the Mayor, the city counsel, all major TV stations in ********, and have asked a local celebrity I know in OR w/168,00 Weekly email subscribers to please notify his followers about what the mgr has done and is refusing to make this right (the email went out today). I have a tik tok video out now about this that has been viewed ****** times. I am filing a complaint with *** and BL corporate about this mgr refusing to make this right, refusing to send me paperwork or proof, being RUDE to me on the call. Make this right and prove to me the lien is released.

  Business Response

  Date: 03/18/2024

  Good afternoon,

  I am not certain how to respond to this complaint. We were completely unaware of this situation until this morning when we received a bombardment of negative social media reviews, a lengthy voicemail to our corporate office, and this complaint. If she did speak with a manager, I don't know who it was and there is no record in our call tracking system. I did manage to find the vehicle that she is referring to in our system though. The vehicle in question was traded to us in October of 2015, not 2018. It was valued at $500 and she provided us with a clear title (no lender), so I am unsure of what she means by a "Lien Release". If she is mistakenly referring to a transfer of title, that would make more sense. However, if that is the issue, we do not transfer title on vehicles that are wholesaled at the auction, instead we provide the previous owner's title and relevant paperwork to the auction. This vehicle was wholesaled on 10/17/2015 at Manheim auto auction in ********. We are sorry that she is having issues and would be more than willing to assist her, but we can not do so unless she reaches out to us. Additionally, the Lanphere Family has been doing business in Beaverton for ************************************* any of our other stores would decline assistance to a customer and certainly would not tell them that they were "stupid", which is what she stated in her social media posts. Please have ***** reach out to me, the general manager *****************, directly at ************ and I will be happy to assist her with her issue.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21447588
  
  I am rejecting this response because:

  Instead of taking ownership of the issue they created, they have lain blame on everyone but themselves.

  First, blame upon me for expecting them to do what every dealer does (remove the trade in customer from their trade in title). Second,  force me to make over 25 phone calls to request help. Third, place blame on the ***************,  which said **** of MV states their manager "lied", then blame the wholesalers who told me EVERY dealership (except them), actually does clear the title before attempting to sell a trade in; then blame the towing company.  The only place not taking responsibility for the issue (still not resolved with the ***** are they who caused it.

  A ** state trooper and local Sheriff,  an ****** judge and attorney,  and myself have worked with the *** to attempt to find a solution.  But ******** has decided I should do their job for them. 

  My bad reviews online in various social media outlets shall stand, so thousands of other ****** residents will know **** *** deflects, accuses the customer,  side steps, avoids and tries to ensure anyone and everyone but themselves,  who caused the issue, solve it for them. 

  A ** state trooper contacted the Oregon *** to assist,  but the dealer who caused it says hey, customer,  take the blame and figure it out.

  The bad reviews will remain. I've now received over ***** replies on FB from ****** residents spreading the word.

  Of course, the dealership will blame me, the tow company,  the ** Police, the Oregon ***, the Wholesale company,  who, by the way, told me, well, I'll let them tell **** ***. 

  All they had to do was say, gee, golly, shucks, we messed up, let us fix it. Instead, let's blame anyone we can because this is the customer's fault and problem that we are lacking follow through,  integrity,  ownership and class.

  The bad reviews will remain in order to protect others from their lack of understanding.  

  
  Not Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/20/2022

  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 2017 ***************** in for service as it has been having intermittent check engine light coming on and some noticeable vibrations and high speeds. They, Beaverton Kia, on 12/2/2022 gave us an appointment to drop off the vehicle at 7:00 on Friday 12/16/2022. We get there to discover they have no intention of working on the vehicle that day but now want us to spend money with them on a rental car for the next 3-5 days... that's the first shady practice. Once our vehicle has been checked we go back in to learn that they find no evidence of a check engine light, calling us liars... and after performing a Road Force test they determined the vibration is caused by bad rear tires. Their solution to this is to sell us a new pair of tires that they can have available in 3 days.... what a load of BS.... the tires that are on the vehicle are in almost new condition. and a Road Force test is a measure of the balance of the tires on the wheels... why not just do a Road Force balance and re-check? Nope... let's just keep selling.... now we are out the cost of the rental car and the $160 diagnostic fee that was just a bunch of smoke and mirrors. I'm not sure if this is just bad business practice or lazy mechanic. Either way I am very angry and would like an apology and a refund.

  Business Response

  Date: 12/30/2022

  Hello ********************** ,
  
  I apologize that you are unhappy with the outcome of your last service visit with us. Looking into the appointment it doesnt look like the check engine light was added to the appointment or on the repair order at check in.  We didnt look into an intermittent check engine light because it wasnt on the work order or preset at time of service.  Our diagnoses times are running about 3-5 days which is what we told you when setting the appointment and again at check in.  *** does not provide rental cars while your car is in for service so if you needed transportation while the car was in for service we do offer discounted rental cars but I dont show that you received one or got charged for one from us. I understand that it can be frustrating that you recently purchased new tires elsewhere that exceeded road force test limits.  A road force test is the measure of hard and soft spots on the tire as it goes around, not the measure of the balance on the wheel, a tire can be balanced and not pass a road force test causing a vibration.   Since you didnt purchase those tires from us we couldnt warranty them for you so offered to sell you 2 new  factory match tires to remedy the concern you can in for.  Unfortunately, we dont stock these tires and would have had to place a special order for them which would have taken a few days to get in.  Since you decided not to complete the needed repair with us we did charge a diagnoses fee of $159.95.  The diagnoses fee is not a hidden fee and was discussed at the time that you dropped off the car and is something that is very standard in when having a vehicle diagnosed at a service facility. You do have 60 days to use that diagnoses fee towards the needed repair if youd like to get that done.  
  
  If you have any further questions please feel free to reach out to me directly.
  *******************************
  ************

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18615867
  
  I am rejecting this response because: I find ********************** response to be either disingenuous of just plain misinformed. 

  This is the second time the vehicle has been in for the Ghost or Intermittent Check Engine Light. I am mystified that your technicians can neither find or recreate a problem that occurs quite regularly during normal day-to-day driving. One of the reasons we brought the vehicle into you facility is the have a record that this has been happening for some time, more than two years, so when this mysterious problem becomes an significant problem there will be a record of our bringing it to you for diagnosis. The fact that there is no record on the service report of this problem tells me your service advisor was not listening to my wife or just disregarding her statements. She has assured me the first thing she told the service advisor was about the intermittent Check Engine light. For your advisor to say otherwise is just lying.

  As to the vibration and the Road Force testing of the wheel and tires. Here I have to disagree. I feel you have been misled or just not given all the information. I will admit, though I am aware of Road Force balancing, I was unaware of the test being applied to hard and soft spots on the tire. After visiting several tire specialist in the area, *******************, Discount Tire and ************* I learned that is also a test of the hard and soft spots on THE **** SIDEWALL THAT CAN BE CORRECTED BY UNMOUNTING, CHANGING THE ORIENTATION OF THE ******* **** COMBO AND REMOUNTED AND REBALANCED. A service all these tire professionals offer for roughly $25 per wheel/tire. They all also agreed that if a shop has the equipment to perform a Road Force test the are also able to perform the aforementioned fix whether or not the tire was under warranty or sold by them. With that information I again disagree with the general business practice that smacked of taking advantage of a woman by attempting to sell her new tires when your shop is clearly set up and able to to the less expensive fix.

  All of this coupled with the ridiculous policy of setting appointments for work that will be stated in 3-5 days in the future while you store my vehicle in an unsecure offsite location, I saw it parked near the ******* restaurant a couple of blocks away in an open unsecured lot... what kind of BS is this? Neither my doctor nor my dentist set appointments and expect me to show up at the arranged time and then wait a day or more to be seen, neither does my ****** or any other service where an appointment is required. If there was a day delay I probably wouldn't notice, but to have a delay of 3-5 days and then commend yourself for being so efficient is just plain idiocy. And please don't say this is the norm as I checked with other mechanics and found it is most certainly not.

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

• Initial Complaint

  Date:11/01/2022

  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.

  Found out my engine had been recalled. On the dash was showing the engine, oil, and esc light, which were not on the dash before and there was nothing wrong or weird going on with the car prior to the incident to even indicate that something was wrong. Contacted the kia ************ and they had towed it to beaverton kia dealership where they replaced the engine. Waited 2 MONTHS to get my car back, the dealership let me leave with the *** and Eps light on the dash, and couldn't give me a reason why the lights were still on. I had it for 3 days, it drove okay and now it no longer drives nor does it start. I was stranded because the car wouldnt start again giving the same issues as before the recall repair was done and from my knowledge when doing a recall repair the vehicle HAS to be in safe driving condition. On the dash it only shows ************ Eps and battery light. Found the Serpentine belt already coming apart and misplaced which the dealership had argued with me saying i was fully aware that it needed to be replaced when they had not communicated that to me clearly at all and misplaced it after putting in the new engine,and found strips of the belt. Also had found out the entire engine block ROCKS BACK AND FORTH while car is in motion. If I had driven the car any longer the belt would have completely snapped and would most likely result in an injury or worse. With the Engine movement that is also going to cause other damages to the car and more safety hazards. And after taking my car back the second time i was informed they had broken the axle and they knew that before they sent me on my way the first time. Got to talk to the general manager and he said he doesn't want me as a customer and said that i was the one being rude when i had given them nothing but ***** and patience. i have been treated like absolute garbage by these people and all i wanted was communication, and for repairs to be done correctly the first time. NOT HELPFUL WHAT SO EVER. f*** yall fr

  Business Response

  Date: 11/12/2022

  This customer had her vehicle towed to our service department needing an engine replacement. The vehicle was no longer covered under warranty but due to a recall, the engine replacement was covered by the manufacturer and the repairs were done at no cost to her. Due to supply limitations it did take two months for us to receive and install the new engine but recently that is very common. During our inspections we found multiple other issues with the vehicle which were not covered under the recall including the worn belt and many electrical issues. The problem with the axle could very well have been due to the the age and mileage of the vehicle combined with the fact that it had not been maintained very well. However, our shop ******* said that there was a possibility that the it had gotten damaged when they were putting it back together so we replaced it again, at no charge to her. When we called to inform her of the additional problems, she replied "I don't want to hear your (expletive) recommendations. Just fix what's under the **** recall". I have to say, throughout the entire process, she was verbally abusive and extremely disrespectful to everyone that she dealt with here. She yelled at our employees using obscenities on multiple occasions and had a total disregard for any other customers that were present. We finally told her that we would finish the repair but when it was done, she was not to return to our business for anything further. That she would even refer to herself using the words ***** and patience is absurd.

• Initial Complaint

  Date:07/21/2022

  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 June 2nd 2022 we dropped off our 2012 ************ 5XXGR4A68CG07. The car was working perfectly until the engine light came on the last week of May. Salem *** was over booked and unable to see us soon. With this being our only vehicle we had to call around and Beaverton was available on June 2nd. June 28th 2022 we received a text the car was ready for pick up at 11am. Enterprise rental called at 3pm that *** stopped covering the rental and we where responsible for the rest of the day, we had to leave work early and arrived at Beaverton at 5pm to find out the car was not complete. In our trunk we found the barriers that go under the car and we called an employee over and he said they where ours that an employee just forgot to put them back, after discussing that we did not drop off our car that way, they told us to come back the next day to pick it up. They called enterprise to get the rental for another day. The next day we picked up our car and headed home when we arrived we found two s**** bolts on our seats and called them again and they said the screws belonged to the splash and that we were good. Later that night we realized our front left light was out. We made a complaint that we where unhappy with our vehicle not being inspected properly. Employee stated my vehicle is already 10 years old. Two days later a new traction light came on then we opened our hood and found out it doesnt stay lifted. This vehicle is my number one priority, it has always been well taken care of and has never had issues besides the recall we needed fixed. I dropped off my vehicle needing one thing fixed and picked it up with 3 new problems that I did not have before. Im left with a poorly serviced vehicle and would like this to be resolved. Like I mentioned this is my only vehicle and it is our biggest priority as ******* our only way of transportation.

  Business Response

  Date: 08/05/2022

  Tell us why here...The customer originally brought their vehicle in because the check engine light came on. After diagnosis it was determined that it needed an engine. When the repair was completed we notified the customer that it was ready for pickup. In our error the tech had left the splash guards in the trunk. As they stated we sent them home to return the next day to pick up the vehicle after the work was fully completed which they did. I believe it was the following day that they called in to let us know that the headlight was not working. The service advisor told them that could just be a loose connection but it was most likely unrelated to the engine replacement. We set an appointment for them to come in on the 14th of July so that we could look at the issues for them. They never showed up for their appointment and did not contact us again. After receiving this complaint we reached out to them again, discussed the issues, and set an appointment for them to come in.They came in on Saturday the 29th of July and we diagnosed the vehicle. The traction control system has a bad sensor that causes the warning light to go on and off intermittently but is still operational and the headlight is a burned out bulb, neither of which were related to the engine replacement. We offered to fix them both with them only paying for the parts and us doing the labor for free. They declined the repairs and left. Since they came in on Saturday and the service director was off, she called them on Monday to check in. He said that he was busy and he would call back but we have not heard from them again. Their vehicle is over 10 years old with more than ******* miles on it. I understand that it is their only mode of transportation and it is frustrating when things keep failing but it will only get worse as both time and miles increase.