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:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2023 Kia ********* at Allentown Kia in January of 2023. The service department has been insufferable to work with. During the recent colder temperatures, I noticed a change in my rear windshield and rear driver side window. I am not able to see clearly out of either. I have cleaned the windows multiple times but the issue persists. I reached out to the dealership who is refusing to make an appointment for inspection and repair until they "see another *********" with this issue. I explained to them that this issue is preventing from safely driving the vehicle as I cannot see clearly out of the back windshield and rear driver side window. They continue to make excuses instead of taking ownership of the issue and repairing/replacing the affected glass.

  

  Business Response

  Date: 10/20/2023

  
  October 20, 2023
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  Attn.: ******* *****
  50 West North Street
  Bethlehem, PA 18018-5789
  
  RE: Complaint ID ********; *************************
  
  Dear *************************,
                 Please be advised that after a short process required by the manufacturer, we were able to obtain authorization to replace the customer’s glass referenced in this complaint. However, when we contacted the customer, the customer responded “Too little, too late. I am no longer a Kia customer, especially Allentown Kia.” I am attaching a copy of the email correspondence between myself and the customer.

                  Unfortunately, when it comes to warranty claims, we must comply and follow processes set forth my Kia Motors America and these processes can take time. We try to minimize the inconveniences to the customer as best we can. Should the customer want to proceed with her glass replacement, please have her contact me directly as soon as possible as these claims are time sensitive.
  

  Sincerely,
  
  *********************
  Director of Operations
  
  cc: file

  Customer Answer

  Date: 10/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: on September 29th I was told that other ********** in Allentown Kia's inventory would need to be looked at to see if they also have this anomaly.  On October 6th, I was told they still do not have any ********** on their lot to look at this anomaly.  However, driving by their dealership and looking at their ********- they had no less than a dozen ********** in their lot.  I pointed this out Allentown Kia who then decided since they were called out on their lie, to proceed with working on a resolution.  They do not care about their customer's safety which is why I decided to get rid of my ********* since they were taking too long to do anything about the window anomaly.  The vehicle was dangerous to drive if you cannot clearly see out the windows but Allentown Kia does not care about safety, only their bottom dollar matters to them. 

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

  

  Business Response

  Date: 12/02/2023

  December 2, 2023
  
  BBB Serving Metro Washington DC and Eastern Pennsylvania
  Attn.: ******* *****
  50 West North Street
  Bethlehem, PA 18018-5789
  
  RE: Complaint ID ********; *************************
  
  Dear *************************,
  

                    Please be advised that we worked within Kia Motors America’s parameters to have this claim approved. Not only did we have to compare multiple ********* models to confirm this was not a characteristic of the glass itself, we were also required to submit photos to the manufacturer in the sun to mimic the customer’s photos. Once submitted there is a turnaround time and further communication or instructions from the manufacturer and this process does take time.

                  The customer emailed us on September 27th 2023 regarding the concern and we had approval eight business days later. On Friday October 6th the customer brought up safety concerns and the next business day, Monday October 9th I notified the customer that we had approval from Kia to replace the glass in her *********.
  

                  Allentown Kia does care about our customers however we do not manufacture or set the warranty guidelines and must operate within the guidelines set forth by Kia Motors America. I feel as though we did everything that we could within the parameters set forth. Once we notified the customer the claim was approved, she then notified us that she no longer owns the vehicle so at this time we are unsure what we are to do with this complaint. Should the customer want to open a case with Kia Motors America, their customer service number is ###-###-####. 
  
  Sincerely,
  
  *********************
  Director of Operations
  
  cc: file

  Customer Answer

  Date: 12/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Never did Kia Allentown communicate any turnaround times to me regarding this issue.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle for a service appointment for a flashing check engine light on August 30, 2023. It is now October 6 and to date, I have not been told what is wrong with my vehicle. When I called on September 1, I was told my vehicle had not even had a diagnostic run on it yet and I asked why since my appointment was on the 30th at 9 am and the response was " I don't know". I have called several times and each time I am given the run around or no response to repeated voice messages and text messages. The only time ******* actually called me was to ask me if they could remove my oil pan because that is what Kia told them and he needed my permission, which I gave. That was 3 weeks ago and when I called last week and spoke to *******, he told me they still hadn't even taken my oil pan off and he hoped to get to it this week. I called yesterday and was told to follow up with them next week for status. It is not my job to follow up with them. They should be contacting me and keeping me in the loop. I asked to speak to the head manager of the business and was told they would give him my contact info and he would give me a call, to which I am still waiting to be contacted. I have expressed my concerns with anyone that answers the phone but I feel that my concerns are falling on deaf ears. This is the worst customer experience that I have had with this company. I even asked ******* to keep me in the loop about what is going on with my vehicle and unless I call, I don't hear from *******. The last time my check engine light was flashing, I had my car back the same day so not understanding why it's taken over more than a month for this same issue. I'm sure if the shoe was on the other foot, ******* would feel the same way. Top it all off, I wasn't even offered a loaner vehicle for my inconvenience as it is suggested via the recording that plays while on hold.

  

  Business Response

  Date: 10/23/2023

  October 23, 2023 
  
  BBB Serving Metro Washington DC and Eastern Pennsylvania
  50 West North Street
  Bethlehem, PA 18018-5789
  
  RE: Complaint ID ********; **************************************
  
  Dear *************************,
  

  I wanted to provide a status on the above referenced customer complaint. As most customers are aware when purchased from new, Kia vehicles are covered by a 10 year 100,000 mile powertrain warranty, whichever comes first. 
  

  While this vehicle is covered by an extended engine warranty by Kia Motors America, the above vehicle was brought in with 101,055 miles on the odometer which requires us to adhere to certain requirements by the manufacturer. These requirements can sometimes be outside what the normal warranty requirements would be. These additional requirements can often add additional time and delays which we understand can add frustration to these situations. 
  

  Our dedicated team at Allentown Kia has been diligently following the guidelines provided by Kia Motors America for the extended engine warranty. We want to assure you that we are doing everything in our power to facilitate this process on the customers behalf.
  

  We understand the inconvenience that this situation may cause, and we appreciate the customers patience and understanding throughout this process. Rest assured, we have been doing our best to keep the customer informed of the status at every step of the way to ensure transparency and keep the customer updated on the progress of the warranty claim.
  Please know that customer satisfaction is of utmost importance to us, and we are committed to resolving this matter as efficiently as possible. We will continue to work closely with Kia Motors America to expedite the extended engine warranty process and get the Kia **** back on the road. We expect to have the answers and/or approvals we need by the end of the day on Tuesday October 24th, 2023.
  

  If you have any questions or concerns during this time, please do not hesitate to reach out to myself or our customer service team at Allentown Kia. We are here to assist you and provide any additional information you may require.
  

  Sincerely,
  
  *********************
  Director of Operations
  
  cc: file

  Customer Answer

  Date: 10/26/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **************************************
  

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When the vehicle was purchased we had also purchased the extended warranty, the original warrenty had covered the vehicle up to 60,000 miles. I was told by the sales man that the extended warranty would cover an additional 60,000 miles. My vehicle is at 105,600 highway miles, so when my engine had stopped working I had contacted the dealership for them to take care of the engine issue. The repair person is now telling me that my extended warranty was only coverage to 100,000 miles, although if I would have 103,000 miles on the vehicle then they would change the engine. After spending approximately $37,000 for a brand new vehicle, and properly maintaining the vehicle with oil changes, etc. I think that the Kia dealership should stand behind their product. I have also seen that there are continuous complaints and problems with this particular engine. But because Kia has not done a recall on this engine they do not think that they should be held accountable for the "manufacturer defect" as was told to me by their service manager.

  

  Business Response

  Date: 08/16/2023

  Hello ***************** I am the owner of the dealership - I am going to personally reach out to KIA to see if they would be willing to good-will this for you, Give me some time and I will be in touch,

  Kind regards,

  *************************

  

  Business Response

  Date: 08/16/2023

  Hello - This vehicle was sold to you prior to us purchasing the dealership in 2015 - ******** KIA sold it - therefore leaving us a bad BBB is not really fair - In the future we suggest you do all of your kia maintenance with a certified kia dealership/shop - and not independent - their oil changes and maintenance may be cheaper but it's because their technicians are not trained and certified to work on KIA's and they do not have all of the updated tools and equipment that is needed to ensure your vehicle performs at the highest level. **** ****** one of my directors will be reaching out to try to resolve this in some way but there are no guarantees and we really would appreciate if you removed this until then. thank you

  Allentown KIA Management

• Initial Complaint

  Date:06/30/2023

  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.

  2/28/23 had our car towed to dealership gave permission to run a diagnostic test after informing them we had the fuel pump replaced twice 12/29/2022 and 2/11/2023 at a different shop. Kia refused to look at the car until 3/16 and was not willing to give me a loaner car until 3/8 when I called flipping out that this was not ok then they magically had a loaner for me to pick up right away. 3/9 ******* from Kia called stating it was the fuel pump and the total to fix was $1,497.35 the car would be done first week of April at that time he was informed I wanted the old fuel pump so I could get a refund from previous shop as this is my third fuel pump in 3 months. 5/19 I get the call the car is ready for pick up and after expressing multiple times I wanted the old fuel pump back as this was our third one in 3 months so we could get a refund from the previous shop ******* informed me the fuel pump was there but when I went to pick up the car I was informed they threw out our old pump and gave me a handwritten note stating I would get a check for $300 to refund my old fuel pump. 5/19 I drive the car home then when I went to leave 30 minutes after arriving the car wouldn't start again 5/20 call kia they tow car back to their shop 5/22 ******* calls confused why is the car here states it is running fine but they know there is a problem so they just want to keep the car until they can figure it out. 6/21 ******* calls and informs me they sent my car without my knowledge to ***** dealership states it's the fuel pump wiring harness that needs to be replaced and the cost would be $1,278 for parts, towing, and diagnostics. 6/22 manager *** ***** said he would cut the bill in half, I did not agree to this and stated I would not pay anything. After speaking with ***** technicians on 6/27, they stated fuel pump was not bad and that was a misdiagnosis after they sent the vehicle to ***** without my consent of being fixed. Kia has refused to refund any money for loss part and new pump

  

  Business Response

  Date: 07/05/2023

  We are currently in process of working through this with customer.

   

  Customer Answer

  Date: 07/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I still had to pay $447.32 after Kia misdiagnosed my vehicle then towed it to another dealer who diagnosed the issue within twenty minutes. After speaking with the tech from ***** they said that part should have been replaced from the beginning when the fuel pump was replaced( which is actually stated on a ******* video as well if you search fuel pump wire harness it states it should be replaced when fuel pump is ).I was charged for yet another tow and an error that Kia should have caught the first time when they diagnosed the vehicle in March and when  the fuel pump was replaced back in May by them. After months of communicating with **** the owner of the company with us being very respectful and asking how to resolve the issue as well as possibly  trading in the vehicle and showing him the two we were interested in he then blocked us on messenger after we asked him to call us personally after our vehicle was sent to ***** and told us we had to pay another bill he then had his sales managers handle the situation. I received my car back July 5th with an expired inspection from February and overdue oil change . Even though *** ***** sales manager promised they would inspect the vehicle. The vehicle was not ready for inspection when we took it to get inspected on 7/6 it failed due to the EGR valve was bad. So again I had to pay $150 for that to be fixed and inspection . Kia messed up and should be responsible for the whole bill since they misdiagnose the car from the beginning I should not be responsible for the half and want a refund of $447.32 as well as a refund from the labor we paid from the pump they threw out in the amount of $800.

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

  

  Business Response

  Date: 09/21/2023

  September 20, 2023 
  

  To whom it may concern: 
  

  We worked with the above referenced customer on multiple occasions and the customer agreed on the reduced amount of $447.32 which was reduced from $1407.92. Please keep in mind that during the time the car was in for repairs, the customer had use of a loaner vehicle free of charge from Allentown Kia. The vehicle in question is 2016 ***** ******* with approximately 133,000 miles that is out of manufactures warranty and was not covered by a service contract. This loaner saved the customer from having to rent a vehicle from a rental agency which would easily cost an estimated $35-50 per day plus taxes and fees. Loaner vehicles are not promised or provided as part of any repair but was done so to help the customer in this case. 
  

  We believed, and the customer agreed at the time that the reduced amount that the customer paid and the use of the loaner vehicle were fair for both parties. We dispute the customer is entitled to any additional discounts or refunds as the customer previously agreed and paid the reduced amount of $447.32 and also received additional benefits such as a loaner vehicle free of charge during repairs. 
  

  When we work with customers who may have an issue we do not discount or refund anything until we reach an amicable resolution for both parties. We would have never discounted the customers repair without the customer agreeing they were satisfied with the terms of the resolution in the first place. 
  

  Sincerely, 
  Director of Operations 

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty for the 2018 **** ******* I bought from Allentown Kia on 3/15/23. The vehicle was totaled in an accident on 3/28/23. After the vehicle was totaled I reached out to the warranty company ************ on 4/7/23. They emailed me over a form to fill out and send to the dealership as I was entitled to a full refund for the extended warranty.That same day, 4/7/23, I called Allentown Kia and was instructed by ************************* to email him the form and he would submit it to ************. From there once he got the refund check from ************ the dealership would then mail me a check. After sending ***** the form he did not reply until 6/2/23. In this reply he sent me a letter he received from the finance company, ************ dated 4/5/23 stating they wanted the refund to go directly to them and they would then mail the balance to me. This caused major frustration on my end as the letter was sent to Allentown Kia 2 months earlier and they never bothered to relay this to me. I called *********** and they informed me the dealership could call them directly and let them know that they would issue my refund directly to me. I relayed this information over to ***** via email on 6/2/23. Allentown Kia never called *********** On 6/6/23 ***** responded to my email stating he had not heard anything from his team on whether or not they already mailed the check to *********** or not.After that email from ***** on 6/6/23, I sent him an email on 6/6, 6/19, and 6/23 asking for an update. He finally responded on 6/26/23 saying the contract was canceled on 3/28/23 and he could not go against the instructions of the finance company mailed to them on 4/5 to refund me directly. I called *********** today 6/26/23 and they have not received any refund check from Allentown Kia. I followed up with ***** via email asking when the refund check was mailed and he has not responded.

  

  Business Response

  Date: 06/29/2023

  Hello

  Warranty refunds generally take 90-120 days to process - this refund has been sent out to be processed so at this point it's a matter of time. We have initiated it on our end and we will follow up to ensure it comes asap. thank you!

  *************************

  Owner

  Allentown KIA

• Initial Complaint

  Date:12/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a truck from Kia in June 2021. I have been trying to contact the company for the last two weeks due to the vehicle breaking down. I purchased an extended warranty. The warranty company also does not return any phone calls. I have asked how to get my truck repaired. I had to pay out of pocket towing plus nearly $300 to a garage who can not find the source of why the truck will not stay running and $125 towing. I have called many times to only leave messages and told no finance manager was available to speak with. Yet days go by and not one call is ever returned. Finally yesterday I was told that i would have to pay yet another towing bill out of pocket for my truck to be towed 40 miles to the dealership for them to allow me to yes pay a 3rd towing bill to have the truck repaired at a dodge dealer after Kia approves it. So far I am out hundreds of dollars on a truck I have had a little over one year. No vehicle to transport myself to work and a run around to speak to a finance manager. The best part was when I called yet again today asked to speak with the finance manager I said and I quote is there even a finance manager working there because no one returns my calls. I was told no no one is here. What excellent customer service! If your going to sell a warranty your employees should know what they are selling. You had no problem charging me $3,999 for the warranty. I have all original paperwork from the vehicle sale.

  

  Business Response

  Date: 01/06/2023

  We will be in touch with you shortly to resolve this - Sorry about any issues it's unacceptable and you have my word it will be addressed.

   

  *************************

  Dealer

   

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau

  Someone did reach out to me from the dealership. However the warranty has not approved any repairs and even better while my truck has been sitting at the dodge dealer to be repaired  the catalytic converter was cut off of it in the dealership parking lot. This can be verified by the dealership. ****************** in Tamaqua. We are now exceeding one month and there is zero resolution. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/20/2022

  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 new 2021 kia ****** from Allentown Kia on 12/30/2021. Upon signing the purchase agreement I noticed a $2613 service contract. When I ask about the charge I was told by Finance manager, Edwin S****************** that it was an extended warranty. The vehicle only had 10 miles on the odometer. Told him I never asked for an extended warranty on a brand new car. I was told I could get a refund when I traded in the car. I did not know until recently that, that charge could have been taken off the purchase agreement. Looking closer, I found he also added $850 gap insurance. From what I understand, this fee is the highest category and the most costly. All together, Allentown Kia over charged me $3400. As for the car.. it’s a lemon. Throughout the past year, the ****** had been burning through oil. I’ve had to purchase oil to add in between the 3500 mile oil changes. I had an appointment Nov 25 but on Nov 11, 2022, (with 28,707 miles on the car) the engine light was blinking and I had to take it to another dealer closer to my home where I was told the engine needed to be replaced. Nearly 2 months later, I finally get my car back. Naturally, I’m not keeping the car cause I don’t feel safe. I’ve express my issues with the car and dealerships shady tactics to another finance manager which seemed sympathetic and ask if what they could do to help out the situation. He confirmed that “the 2021 ****** did have engine problems among other issues”. They said they could buy back the car. I told them all I wanted was 100% refund of the $3400. They told me not possible. I’d only get a prorated portion back instead. Then I asked for them to pay off the balance of my loan. They refused and would only make me an offer to pay part of my loan and I would have to pay them $6000 to get out of the loan. How is this fair? They sold me a lemon and over charged me $3400. To make matters worse, I’ve paid over $1115. in car payments on a car that I wasn’t able to drive.

  

  Business Response

  Date: 12/21/2022

  Hi **** - 

  I am the owner of Allentown KIA , **** , I am going to personally get involved to ensure this is handled for you - apologize for any issues - we don't manufacture the cars - and ****** is a GREAT vehicle I can promise you that - Let's see what we can do to make this right for you.

  Jake L*************

  

  Business Response

  Date: 01/03/2023

   I believe we resolved this matter amicably for both parties today and the case with the BBB is settled with a positive outcome for the customer, ********************
  

  
  

  Customer Answer

  Date: 01/07/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  FINAL UPDATE: As stated previously, i wrote about my experience in dealing with Allentown Kia in my purchase of a 2021 kia ******* Shortly after, I was contacted by the GM of the dealership in which he ask me for more detail. He made promises that I am very happy to report, were actually followed through on and now my business with this dealership is complete. Thank you for doing what your promised.. For what it’s worth moving forward, please don’t ignore emails and phone calls from customers who have issues. Please deal with them immediately so they don’t feel ignored, hopeless and stuck with the situation that wasn’t due to any cause of their own. My intention in posting a public review of my experience was simply to warn future unsuspecting customers. Allentown Kia could have been dealt with the issues a much more timely manner! Although I am no longer a kia owner…. I do feel kia vehicle have lots of potential. As for Allentown kia dealership, they have a-lot of work to do in learning how to treat customers fairly and transparent in their sales tactics. Happy 2023!! 
  
  Regards,
  
  *******************