Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  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'm writing to you about your team's inability to take responsibility for selling a lemon to me. I purchased a 2018 ****** Crosstrek on Saturday February 8th from sales manager: ****** *****.I returned the vehicle Monday February 10th, with heater problems and discolored coolant, I was informed that the vehicle would be looked at in a timely manner and would hear about the repairs needed in the next day. In addition, your floor manager assured me that regardless of the severity of the problem that it would be made right.I was not contacted on Tuesday February 11th, nor could I get ahold of anyone when I tried calling multiple times to see how everything went. Wednesday February 12th still no word from your team, so I proceed to show up to the dealership to find out what the next steps would entail. When I arrived, I was told the needed repairs were done and that it was only an air bubble in the cooling system. At that point I was able to take the car, everything seemed to be all as well until the same problems occurred.Thus, returning the car back to dealership on February 20th for additional heating and coolant issues. I received a text on February 21St that repairs had been finished on the vehicle. To my surprise the service department was closed, and there was nothing your team could do for me when I went to pick it up. the lack of communication between your service and sales team gave me a feeling that I was being taken advantage of.I returned on Saturday February 22nd to find out that the same repairs had been done previously. Asking why we had to do that same repair twice; I was given an itemized list of repairs supposedly done feeling skeptical but left hopeful that the problem was solved. About two weeks later on March 6th the problems I previously had return. Skeptical that your team could not diagnose the vehicles problem, I found a local ****** dealership to do a diagnostic on the vehicle. I have some documentation on their professional .....

  Business Response

  Date: 03/22/2025

  We were able to trade this customer out of the ****** and the customer is currently satisfied with their new purchase.

  Customer Answer

  Date: 04/02/2025

  While this dealership was able to get me into another car, after they refused to cancel the original loan and I had to ***** out another $3K, they would end up posting my originally purchased car for sale. The vehicle was a lemon, deemed unfit to drive by a professional mechanic at a ****** dealership, and would cost $6K to repair. 

  This *** dealership already didn't fix the problem twice before when we brought it in to fix, why would they do so now? They are intentionally selling a lemon to the next person unaware of what true problems are wrong with it. 

• Initial Complaint

  Date:02/26/2025

  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 purchased my 2018 Jeep wrangler on 1/29 with cash fro kis of rivergate in *********, **, amount below. I ended up having a whinning noise and check engine light to follow on 2/11. I sent text messages to the salesman and called kis service and they told me they would not help and take it to jeep. I spent 1786 for the thermostat and oil pan. That didnt fix the whinning noise. I took to jeep and they informed me my jeep had a use trans and other things were spray painted and to take it back. *** asked what i wanted and i told them a refund and they said no they would find me another jeep like mine. Informed ****** the carfax online showed no repairs or transmission problems. I paid to get all the reports and discovered a trans was placed in 10/30/24. He didnt tell me this when i returned to get refund just stated they would repolace. He hasnt returned my calls i dont know whats happening. i have a witness to our conversation as well. attached origianl and updated carfax below.

  Business Response

  Date: 03/22/2025

  We were able to identify the issue with the noise the customer was unhappy about and fixed the problem. The customer is now satisfied with the vehicle she purchased.

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 18, I was involved in a T-Bone accident which totaled my 2022 Kia **** I bought new from here 2 years ago. I had bought a new Kia ***** in 2016. I also referred my mother-in law here for two buys so far. Our salesman was ****** *****. On November 26th, I went to ************************** to buy a used Kia ****. I met with ****** and told him I did not have gap insurance this go round and wish I had it like before and needed it this go round. I also told him I wanted an extended warranty. I saw a used 2020 Kia **** with low miles on it and ****** agreed on a price of $16,650. I was very tired and on medication due to the accident, which hurt me pretty badly. When signing the finance papers I inquired about putting my old plates on the new purchase and the finance man told me "they don't do that anymore"(which was a lie). After getting home, I realized they had charged me $17, 300 for the car, not the $16,650 we had agreed upon. I called ****** and he told me he remembered quoting me the $16,650 number and so I spoke to the finance man and told him what had happened. After repeated calls to ******, nobody has contacted me about this issue. What they don't realize is I have beaten a law suit PRO SE all the way to the State Supreme Court, so they don't know who they are messing with. I have read the reviews here am I am aghast at what I have read. What they have done is pure fraud, first telling me that I couldn't use my old plates (I lost $45 on that deal) and defrauding me out of $650. They got the nice extended warranty already for $3160, which is above normal, so then they s**** me again on the price! ***, I never did get the gap insurance! Normally, I read contracts carefully, but I was in a bad way and trusted KIA *********************** NEVER again!!!! Expect to see me in court next year ******

  Business Response

  Date: 01/14/2025

  We have agreed to reimburse the $650 in dispute and the check has been requested the customer should receive the reimbursement within 7-10 business days.

  Customer Answer

  Date: 01/16/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/17/2024

  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.

  The first problem was when I bought the White *** forte and traded in my black *** forte since it was the same dealership I never received my GAP ins refund. Now I traded in the white *** forte they had an extended warranty for over $ ***** they are supposed to to refund It has been 2 months and the dealership will not return any of my phone calls regarding the refund. I also 2 months ago came in person with the information that I got a new car for them to cancel it for the refund. Said it would be refunded now can not get any answers from them even though I have left messages. They said the finance manager will call but never does

  Business Response

  Date: 01/14/2025

  We have tried several times to reach Ms. ***** at the number provided and have been unable to reach her.  Our records show that the warranty she is referring to was cancelled and the refund check was issued to her lender per state guidelines.  If there are any other questions regarding this Ms. ***** is welcome to reach out to us and we will be happy to assist in any other way we can.

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle from this dealership in March 2024. Within a month the engine had blown and long story short it has been in service for over 4 months. I was notified yesterday it was ready and waited for four hours on various parts but to no avail. They finally gave me a loaner car to drive home but called me the very next day (10/11) to say they had sold the car and need to come get it. Good thing I just bought another car as I imagined this might happen something like this. The sales manager there is a total jerk and no one could care less about customer experience. I have paid the car note of 307/month since March but that's not my biggest concern as I firmly believe I was sold a lemon.

  Business Response

  Date: 10/17/2024

  We have agreed to repurchase the vehicle and have informed the consumer that we will do so as soon as the repair is done for the vehicle.

  Customer Answer

  Date: 10/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22411513, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Dustin Scobey

• Initial Complaint

  Date:07/22/2024

  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.

  Originally I loved ***(Rivergate)!!!!I first started with a 2022 *** ***** I traded in my car for a 2024 *** **** only because My car was broken into and within the first week of having the 2024 **** its been making noise(have proof).I have been taking it back and forth to service and it hasnt been fixed because by the time I make it there it stops.I was going at least 2 to 3 times a week.Even though They have heard the noise they cant fix it because its not doing it at that moment.They have been nice but not helpful(Service and Sales).If Im telling you and you know my car is making noise the first week of buying it why am I having to pay more money.Now I either have to pay $2800 or a extra 70$ on my car note in order to get in another vehicle.I DONT RECOMMEND going alone to *** regardless if its a new car because mine was New as well.

  Business Response

  Date: 07/31/2024

  We have driven  this vehicle with and without the guest. It did not duplicate the noise. ****** and **** the service managers from ************** and rivergatge drove with the guest before she left and no noise was heard.Service advisor ************************* has driven with the customer multiple times as well without being able to duplicate the concern. until we can duplicate a concern and hear the noise we cannot diagnose the issue.. Customer has now been at both ****************** and Rivergate *** with the same outcome. No one has been able to hear the noise or duplicate the concern even while riding with the customer. We will be glad to fix the vehicle once we can duplicate the concern and the customer is more then welcome to come in and see us again and we will ride with her again.

  Customer Answer

  Date: 07/31/2024

  Yes I understand they cant duplicate the noise but They have heard the noise.I cant keep leaving my car if I have No other transportation.I left my car and they said it was ready the next morning said it was coming from the radio which its not.This is a brand new car and have been making the noise since day 5.Clearly the car has a defective 

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 22028217
  
  I am rejecting this response because:
  We have came to agree to try and fix the car 
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/09/2024

  We have since diagnosed the problem and fixed it while providing this customer with a loaner vehicle for transportation while the vehicle was being worked on.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/29/24 I brought my car in per *********** diagnostic of a transmission issue. Work was performed but as soon as I left the issues were still there. I immediately brought it back for which they determined I needed a new transmission. A month passed without the dealer contacting me, I did all follow up calls until the part was finally received. On 5/20 I picked up the car to realize items were stolen. The car immediately overheated as there was a leak in my coolant. I made them tow the car back again. This was the second time a clear issue and hazard was still present. On 5/23 I picked up my car and they denied any theft of property. On 6/7 my car showed signs of transmission issues. I brought it to my local *********** where they verified Rivergate did not replace transmission fluid nor put parts back correctly. Posing a third hazard. I paid Memphis $500.66 as Rivergate would not return my calls regarding transfer or coverage of warranty. I have been unable to reach management with any complaints of service, customer service, or reimbursement under warranty. They are blatantly negligent and have repeatedly put me and my car under hazards. Even if I could have driven back to them I would not have as they clearly do not have any concern for safety or the amounts of time it took them for repairs.

  Business Response

  Date: 07/31/2024

  We have reached out to the customer and are refunding her the money from her visit to ******* *** due to our mistake made our her repair. The transmission was replaced with a new one from ***. 

  Customer Answer

  Date: 07/31/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/09/2024

  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.

  Good afternoon,I had my 2017 Kia ******* in the ****************** for an engine replacement through *********************** ****************** A couple of issues I have is:1. My paperwork states my vehicle is a 2019. It is a ******. I noticed on my paperwork, it states that the ** was inoperable when it arrived to their shop. This is inaccurate information. When my husband and I were waiting on the tow truck to arrive at our location to bring it to the shop, the ** was definitely operating. I picked up my vehicle from the front reception desk on July 4th. Upon leaving, I noticed that my ** was not working at all. Due to the fact that the ****************** was not open on that day, I had no choice but to drive it home. Having no ** in this summer heat is unbearable.I have tried numerous times to get through to the ****************** without success. I have texted. I have called over and over. I left a message with the receptionist to have the Service Manager call me. I have not received a call back from him. Their phone lines and/or voice mail system is non-functional. My ** not working is not a coincidence. I expect for this to be remedied without cost to me. I had hoped to avoid filing a complaint, but when I can't speak to a person at your dealership, I have no other option.

  Customer Answer

  Date: 07/09/2024

  The business reached out to me.  I am taking my vehicle back this Friday to see if they can remedy the issue. 

  Business Response

  Date: 07/09/2024

  i have reached out to ***************** and have her scheduled to return to the service ***** on 7/12 to look at her a/c concern and get if fixed.

  Customer Answer

  Date: 07/19/2024

  The dealer reached out and agreed to split the cost of AC repair.  Although I would prefer it to be covered 100%, I agree this is fair.  Repair to be completed next week

• Initial Complaint

  Date:06/13/2024

  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 paid $120 for an oil change, tire rotation, and a recall on my radio. My car got lost in the service tickets and wasn't taken back to service until I inquried about the *** and I took a picture of it almost 1.5 hours later after I parked it in the same spot. I was lied to by ******* letting me know my tires were rotated and I have no confidence my radio recall was done since they pushed the car out to me so fast after I had sat for over an hour and a half without them even starting my vehicle. I know my oil was changed because I have oil all over my interior and exterior. I know my tires weren't rotated because I have special wheel locks and mine wasn't used, but I gave them the benefit of the doubt assuming maybe that had their own. When I got home, I checked my rear driver side tire because we just patched it last weekend and the patch, we put in was still on that exact tire not rotated like I had paid for. KIAs phones have been down for two days, no one will respond to my texts, and I sent an ***** to every KIA ***** I have. This is unacceptable and embarrassing for the company.Not to mention, I paid 5k over the value of my car because it was in "HIGH DEMAND" at the time, and I never heard anything back about that two years ago. I also was told to fill out a survey when I bought my car in 2022 by **** and given a sheet to answer all the questions like 'this' and if they got a score of 100, then I could come up there and get a free tank of gas on them.I don't operate that way, you can't persuade my opinions, and I think this company is shady.

  Business Response

  Date: 06/25/2024

  We are refunding the customer her full amount due to lack of attention on our part.  I have offered her a free service and car wash on her next visit. The 2 hour wait time is normal for what she had done. 

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 ******* Elantra - this vehicle had a clean car fax report. A week after i purchased the car the Blind Spot Monitoring Alert went off with no car in the Blind Spot. I mentioned this to the service deptartment when the vehicle was in the shop for some 'We Owe' fixes. the service department told me to take it to a ******* dealer to have the sensors recalibrated under the car's manufacturer's warranty. After taking to ******* of ************, I was informed that the radar in the rear bumper had been modified and was being held on with adhesive/epoxy. The cost to replace radar is $2500.

  Business Response

  Date: 11/01/2024

  We traded this customer out of the ******* Elantra into new *** and gave them the same trade in value as to what they purchased the vehicle for. 

  Customer Answer

  Date: 11/07/2024

   
  Better Business Bureau:

  In addition Greenway *** fixed the issue with the Elantra at no cost prior to me trading the vehicle for the same price. Very grateful for the help.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******