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:04/07/2025

  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.

  Just before Christmas the engine in my Kia Sorento died. I brought it to Kia of Cleveland. Kia issued a recall which was supposed to cover the diagnosis and FULL repair. After 2 months, zero representatives reaching out updating me on the status of the vehicle, I called up and found out the car was ready. Once I got there to pick up the car, I find that they have used their common predatory business practice of charging a diagnostic repair fee (which is illegal to do for a repair covered under recall), parts that were not put on the vehicle (a serpentine belt and rubber hoses), and 200 dollars in labor that was for overlapping work already paid by the recall program. I called **** *****, let him know what was going on and not only did he not know it was illegal to charge a diag fee for a recall, he said he'd call me back and now more than a month later we're still hearing crickets. I want not only a full refund, but I also want a response from their ownership group. I will continue to file formal complaints with every authority until I feel I have appropriate resolution.

  Business Response

  Date: 04/07/2025

  **** ***** spoke with Mr.******* on 04/07/25 in regard to complaint. Explained time delays and worked an arrangement that was satisfactory to both. 

• Initial Complaint

  Date:01/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/18/24, I purchased a 2018 GMC Canyon truck from this dealership. The agreed sale price was $ 23,000 plus tax and insurance. I was pushed to buy a warranty that I stated many times that I did not want. They tried to assure me that I could cancel the warranty anytime. I was told that the truck was in great condition and assured that I would not have any problems. When I received the paperwork for the deal, the envelope was sealed. When I finally opened it, I discovered the amounts shown were very different from what I was told. I tried speaking to the GM three times about canceling the warranty, but he would not speak to me. Since purchasing the vehicle, I have had problems and have taken it to the GMC dealership in Chattanooga. They have told me that there are many things wrong with it. I cannot drive it and would like the Kia dealership to pay for the repairs, as I felt they were dishonest with me during the sale of the truck. They told me it was in great condition. Or, I would like them to switch out the truck for one that is in better condition. I also feel that they must explain the difference in amounts on the sale agreement as the number went from $ 23,000 plus tax, etc, to over $ 47,000. I do not understand where this amount is coming from. I feel that they took advantage of me as I am a woman.

  Business Response

  Date: 02/07/2025

  Reached out to the customer February 7, 2025 and left a message. Looking forward to her response and talking to her about the situation with her truck would be glad to help.

  Customer Answer

  Date: 02/18/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  If I heard from Kia, the manager called me on January 7, 2025. I explained to him that they sold me a truck with damages of more than 7 thousand dollars and that they gave me a sealed envelope and when I opened it I was surprised by the final amount of the purchase. Three times I tried to talk to the man with whom I signed the purchase and he pushed me to buy the warranty, to cancel the warranty and he would explain the extra charges to me but it was not possible because he always sent me to other people. And that the The truck was at the GMC agency for more than 1 month and I didn't want to pay the warranty, I only agreed to pay 4 hours of work, the Kia manager **** told me he would call the GMC agency and the coverage and he would call me the following week.

  originally I gave an amount available for purchase and that I told the man with whom I signed, I told him that I could not pay more than 23 thousand plus taxes and he insisted a lot on me to buy it, even in the end he offered me the unlimited guarantee for 5 years and that I could cancel at any time and that the agreed amounts did not match the final amounts of the documents that he gave me in a sealed envelope, now they were $45,990, double what agreed and that this had been a deception against me, he said that what did I want them to pay the costs of the damage? I told him that if he insisted that I buy it like that in that condition, I told him no, that before buying it I made sure that it had no damage by asking all of them, including ****, the general manager, and they told me it was in perfect condition.

  
  

  But **** wanted to accuse me that I am using the truck for a gardening business, I told him that it is not true that I only ran it twice when I returned it to them to fix the seat belt and when, thank God, I ran it towards Texas, thanks to driving it for several hours I discovered the damage if it had not taken a long time to discover what was happening to it, he said that because I was worried if I was not going to pay for the damages, if not for the warranty, I told him yes, but who has to? It's me paying the warranty and Kia was supposed to fix it before selling it, Kia was putting their responsibility on me and that wasn't fair. I told him that they should not sell broken cars and deceive the customers that I buy there because they are supposed to be serious and honest and that now he made me think that that is why they forced me to buy the warranty and he gave me the final sealed envelope and he refused to talk to me and I told him that they must pay for those damages and take responsibility and he told me that he would see and that he would contact me later.

  
  

  Now I am still waiting for the call from Mr **** kia manager.

  
  

  Thank you

  
  

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

  Business Response

  Date: 02/18/2025

  **** ***** tried for a second time 02/18/25 at 12:03 to reach the customer to no avail. Ms. ****** purchased a 100,000-mile vehicle and put 3,000 miles on the vehicle. **** spoke with the GMC dealer, and they are making progress on the repair. The warranty company will pay for the repair. However, it will not be covered if you choose to cancel the warranty. **** is still waiting on a call back from the customer to discuss further. 

  Customer Answer

  Date: 02/19/2025

  ood afternoon ******* *****
  If I heard from Kia, the manager called me on January 7, 2025. I explained to him that they sold me a truck with damages of more than 7 thousand dollars and that they gave me a sealed envelope and when I opened it I was surprised by the final amount of the purchase. Three times I tried to talk to the man with whom I signed the purchase and he pushed me to buy the warranty, to cancel the warranty and he would explain the extra charges to me but it was not possible because he always sent me to other people. And that the The truck was at the GMC agency for more than 1 month and I didn't want to pay the warranty, I only agreed to pay 4 hours of work, the Kia manager **** told me he would call the GMC agency and the coverage and he would call me the following week.

• Initial Complaint

  Date:08/12/2024

  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.

  Bought brand new 2023 kia seltos after being told basically that's all I could get got reamed on the purchase however since the purchase there's a computer problem with vehicle that affects the brakes steering and gas mechanism and makes it very unsafe for driving especiallyup and down the mtns i drive on a daily basis..the problem is something that is not new because it has been reported already when I called Kia the first time I was told they had never heard of it and refused to even look at it after several attempts to bring car down there and finally just showing up still nothing was done I was told I could leave the car there but it would be 3 months before anyone could look at it I asked about a rental I was told they don't do that so I forced to leave with said vehicle.. shortly after that the car was using oil I called again I was told do not bring it in nothing they can do because it's ok for a new vehicle to use 1 quart oil in 1000 miles..of course naturally there is no record of my several calls appointments and show ups recorded I have video and pics of dashboard when computer malfunctions but still nothing is done I've called other kia sites and am just told I have to go through cleveland to have this fixed .. I'm a single mother of two children no help at all not even child support and a home health nurse buying my first brand new vehicle for my family has been nothing shy of a nightmare and the biggest waste of my money..I hope my family and I aren't stuck with a lemon.

  Business Response

  Date: 08/13/2024

  **** ***** Kia of Cleveland's General Manager called the customer on 08/12 - **** had the customer bring the vehicle in on 08/12, put the customer in a rental car and is servicing the vehicle at no charge. Kia of Cleveland is determined to ensure customer satisfaction.

• Initial Complaint

  Date:12/27/2023

  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 extended warranty on a vehicle I purchased from this dealership. After about 6 months I traded the vehicle at a different dealership. I requested a refund for the unused warranty from Kia of Cleveland and it was filed. I contacted ******** whom the warranty was with and they told me that they had refunded the unused amount back to Kia of Cleveland. The general manager at Kia of Cleveland **** ***** confirmed that they had received the refund back and that it was in the office managers hands. I texted **** ***** and asked where we stood on this issue and got no reply back. It has been 2 weeks and I have not heard anything from them. There is no reason for them to hold this money or send it to **** ********* because the vehicle was paid off by the dealership I traded the vehicle into. The amount listed below is for the extended warranty only. The vehicle price is not listed but can be provide if needed. I have all documentation for the warranty contracts and can provide them if needed. My contact number is *************

  Business Response

  Date: 12/28/2023

  Mr. ******,

  Kia of Cleveland received a product cancellation request form signed by you dated 11/21/2023. The following "Process for Cancellation" is clearly stated on the form you signed:

  1. All cancellations may take up to 12 business weeks (not including holidays) to be processed.

  2. All cancellations will be refunded directly to the lienholder unless proof showing paid off loan.

  3. All gap cancellations will be processed, and all refunds will come directly from the lienholder.

  Unfortunately, this process does take some time. Kia of Cleveland did not receive proof from your lienholder showing your loan was paid in full. We have been working with **** (your lienholder) to ensure this has been done in order to send the product cancellation funds to you directly. We hope to have the proof needed by end of week. Once in-house a check will promptly be mailed to you. As stated above, your gap refund will come from ****. We are sorry for any inconvenience this has caused you. We try our best to ensure the process is clearly written and understood by all. It is our number one goal to ensure complete customer satisfaction. We will continue to work diligently to ensure this is taken care of.

  Customer Answer

  Date: 12/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I have email confirmation the the vehicle has been paid off and would be happy to forward it to you.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/04/2024

  Thank you for a copy of your payoff. A check for the Service Contracts refund was mailed to you. The Gap refund will be coming from **** Bank.

  Please let me know if we can help further. Sorry for the inconvenience. 

• Initial Complaint

  Date:06/27/2023

  Type:Delivery 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 waited for 4 months for my tag and would call every week and they always said it will be here tomorrow or we will call you back in 30 minutes which never happened. After being lied to all the time I told them that I would bring the truck back and leave it and all of a sudden they find the tag poor excuse for customer service and a car dealership

  Business Response

  Date: 06/28/2023

  Mr. ***** had been in touch with our title department regarding the tag on his used vehicle purchase. The vehicle Mr. ***** purchased was a trade in that had a payoff. Unfortunately, the title was lost in the mail and the title clerk had been working with the Bank to get a duplicate title. The title clerk is fairly new to the position and was following directions from the bank in order to get a duplicate title. Mr. ***** called in 06/27/23 and left a message with the operator regarding the situation. Due to his demeanor his message was passed on to the Controller. The Controller met with the title clerk and was able to give the title clerk a quicker solution. The title clerk personally delivered the title and tag work to Bradley County and was able to get it completed that day. Mr. ***** was able to pick up his tag that afternoon. Kia of Cleveland prides itself on its customer satisfaction. We work very hard to ensure all customers concerns are addressed quickly and efficiently. Unfortunately, this matter was slower than usual due to inexperience and inaccurate information from an outside source. We will continue to give our employees training to help them grow and become better, so they are able to handle situations like these quicker and more proficiently. 

  Customer Answer

  Date: 06/28/2023

  
  Complaint: ********
  I am rejecting this response because:
  Being lied to saying it will be next week when it will be here or tomorrow every time I called 
  Sincerely,
  **** *****

• Initial Complaint

  Date:09/19/2022

  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.

  Our 2017 Optima Hybrid broke down on the interstate the first week of Aug 2022. After calling all local dealerships, Kia of Cleveland was determined to be soonest available, so we towed the vehicle to them 8/03/2022 per their request, and were told that they would get to it first thing in the morning on 8/05/2022. On 8/05, I called the dealership at 10 that morning to verify that they had received the vehicle and that they were going to be able to get to it... I was told that they "were fixing to pull it into the shop right now". Fast forward to 5:00pm that day and I still hadn't heard anything from the dealership. So I call back to see if anyone had any information. I was told that they did not make it to my vehicle and that it was going to be Monday before they could get to it. I communicated that I was upset by this, as I had forgone an appointment with Parkside Kia for that same day in lieu of Cleveland because they said they could get me taken care of sooner....this is where it gets interesting. After speaking with John D**** about my disappointment, he said he would go out to the shop and see if he could figure out what happened and he would call be back, which he did. When John D**** called me back a few moments later, he told me that they had, in fact, made it to my vehicle, but that it had thrown error code p132600, which is related to the engine recall fix that had already been performed, and this prevented anyone there at the facility from touching it until an "engineer" from techline could advise. On 8/8/22, we received a call from the service Dept. manager Matthew and he told us not to worry, that since it was related to the recall that they would take care of everything and even (FINALLY) got us a rental car. I got a call on 8/12 from the service department saying that it was just a loose connection after all and that I needed to pay the $170 diag fee since it turns out that "it wasn't warranty related", but the tech didn't notate any of the work that

  Business Response

  Date: 10/12/2022

  Mr. ****** came into Kia of Cleveland and we performed the following: Customer stated a hose blew off and they tried to fix it. Electronic stability light was on as well as HEV light and the check engine light was flashing. The vehicle did run - but the customer opted to have it towed in. Kia of Cleveland performed BCT test P132600. The vehicle passed the test. It was found that the ECM connector c100-a was not properly secured. Kia of Cleveland opened a tech line case and followed instructions given by tech line. Performed 2 drive cycles after properly securing PCM connector, clearing DTCS and resetting PCM adaptations. Kia of Cleveland waived any charges for the repair.  Kia of Cleveland also performed a multi-point inspection with a $49.99 value. Due to issues with time and in hopes to satisfy Mr. ******, Kia of Cleveland also paid $351.00 for a rental vehicle. Mr. ****** did pay the diagnostic fee. Here at Kia of Cleveland, customer satisfaction is our first concern. We do our very best to ensure customers are taken care of and expectations are met.