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:04/24/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealer had an add-on sticker showing on the car that the car had ceramic coating for an additional $4441.33. However, they did not give me that portion of the sticker price and they refuse to supply me with any paperwork stating the car has ceramic coating. I don't believe the car has ceramic coating because water does not bead up like it should if the car had the coating. Also, we were sent a letter stating we owed an additional $72.44 for the vehicle that was paid off. I had to pay an additional $4 to make the payment over the phone. The dealership should be responsible for this amount, because they apparently had an error with my birthdate on the application and the bank had to call me to verify. The bank must have been late in paying the amount of the payoff due to the dealership error. I feel this amount should be refunded to me. If the dealership can't provide an invoice showing the car has a ceramic coating done by a professional, I expect them to apply the $4441.33 to the car. This is a corrupt way of doing business and fraudulent.

  Customer Answer

  Date: 04/24/2025

  The dealership has reached out to me and resolved the issue. 

• Initial Complaint

  Date:03/19/2025

  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 brought my 2022 *** I found my keys to the dealership in Longview three times to be repaired. They told me it was what is repair. On March 12th I was at going to go to work my car stalled wouldn't start so I had to call a totally a tow truck to have it towed to the dealership. Upon arriving at the dealership they were told me my car was not covered under warranty and they didn't know how to fix it. So so I bought another car and had a negative balance of $11,000 on my loan and a higher car payment than the previous car. When I call *** customer service they told me the car was under warranty so they still might $11,000 in equity.

  Business Response

  Date: 04/16/2025

  ****** ****** had her 2022 Kia ******* towed into our service department due to a possible electrical issue. Prior to any diagnostic work being performed, ****** informed the service advisor that she was interested in trading in her vehicle. She subsequently traded in the ******* and purchased a new vehicle.
  Approximately one week after the purchase, Sheilas son contacted the dealership requesting that we cancel the contract and allow ****** to return the vehicle. At that point, the contract had already been finalized and funded through the ****. We explained that we were unable to reverse the deal.
  Following this, ****** came into the dealership in person. Our Sales Manager, **** ******, met with her to discuss her concerns and explore any possible resolutions. However, during the initial conversation, ****** immediately stated, "Don't play dumb with me," and mentioned that she had retained a lawyer. Given the tone and direction of the conversation, **** politely ended the discussion by wishing her a nice day.
  

• Initial Complaint

  Date:06/22/2024

  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.

  So frustrated with **** I have 2023 *** sportage. Bought brand new. Now has ****** miles, thats it. Several issues with it and now the engine light stays on. I called to ask if I could bring it in; I live 45 minutes away. I was advised that I would have to be called to schedule appointment NEXT WEEK because their system is down. Additionally, they have no car to loan me while they fix and decide what the problem is with my car. I dont have the time to be able to sit for hours at the Kia *********** But, it would take someone to answer the phone or the very least call me back to get said appointment. I also asked if they could come get my car since I will would have no transportation. They were unable to offer that solution, as well as, being able to bring me back home since Im unable to sit at the dealership if or when they are able to check my car. My car just now has ****** miles. Ive called multiple times and there is no answer or I leave my information and do not get a returned call. There should be no reason the engine light is on, no reason I shouldnt have gotten a call back to schedule an appointment, and no reason for not to have a loaner car while mine is having to be worked on. Very frustrating and very disappointing.

  Customer Answer

  Date: 07/02/2024

  
  *************************, the Sales Manager of **** reached out to me immediately regarding the review. He was genuine in his apology and apologized several times. He took complete responsibility, even though I did not buy my car from him. ****** made no excuses, listened, and validated my feelings on the situation. He was quick to offer a solution, he followed through and did what he said he would. He met me at the service department and ensured that I was well taken care of. *** is working to correct the issues I have with my Sportage. ****** made sure I was not imposed upon by allowing me to use one of his sales cars. I was worried about what car they would loan me. I didnt have to voice my concerns because ****** loaned me a car like mine so i am used to it. I left there with a sigh of relief; it is hard to find managers like him these days! He even gave me his cell number! Im appreciative of his customer service and his resolve to help me! I cannot thank ************************* enough. Hes the example that all should follow!

• Initial Complaint

  Date:03/07/2024

  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 2020 ******* elantra from them that was advertised as haveing remote entry a selling point to car ,the car did not come with one.i had to chase the guy they use to make fob and have one made.then I'm sold an unsafe car the windshield only works on low the least they could do I'd repair windshield wipers to proper order I have had the car a week

  Business Response

  Date: 05/13/2024

  CUSTOMER IS COMING UP HERE SO WE CAN FIX HER VEHICLE. WE ARE ALSO GOING TO SUPPLY HER WITH A NEW VEHICLE TO DRIVE WHILE WE ARE WORKING ON HER VEHICLE

  Customer Answer

  Date: 05/13/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/28/2023

  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 had my vehicle towed in the dealership via Kia ******** assistance. My 2013 Kia ****** has 3 recall that was never serviced by previous owner. One of the recalls has to do with the fuel pump/line. My car has been sitting in the parking lot for about a week now. Ive called to check the status of my vehicle. Ive only spoken to my advisor 3 times on the telephone and once in person. And upon speaking with *****. I have been told my vehicle will be in the shop that day if not tomorrow. In person on Wednesday she said my vehicle will be in for repairs that day. I cant get anyone to communicate with me on what is going on with getting my vehicle diagnosed and or the status of when my vehicle will be in the garage for repairs. ***** seems to be unavailable at all times when I call and ** always being told that she will contact me, but I never hear from her, I understand that my vehicle was dropped off at the dealership on a unscheduled appointment due to it being broken down on the side of the road. But if his point, I feel that I am being pushed to the side due to being a non-paying consumer, I do understand that my vehicle is under a recall, but the lack of communication makes me feel that there is no urgency with my vehicle being repaired due to being notified That I only have one vehicle and that is my only means of transportation. I feel that there is no urgency and a lack of great customer service which this dealership proclaim to take great pride in their customers and their service. up on a random visit to pick up an item out of my car I noticed that vehicles were being prepared for various services. And vehicles were lined up for services. That morning may be an export service. I have no idea, but the lack of concern as a customer on my behalf, puts me in a state of anger. Im just needing some resolution to see how we can resolve this situation. Thanks and have a great day.

  Business Response

  Date: 08/28/2023

  Hey *************************, my name is *********************, GM here at Peltier Kia *********************** I am sorry to hear about everything you are going through. I did check on the 2013 Kia ******* we have looked at the car and through our inspection, the Optima needs a Fuel Pump. We also see the open recalls you talked about.  ***** has a few other things that are recommended at this time that she is going to call and go over with you. Thanks again for reaching out and letting me know what has gone on. Please reach out if you have any concerns, sincerely **********************  

   

  I have also called and talked with ************************* and we have worked through this. 

• Initial Complaint

  Date:01/04/2023

  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.

  My complaint has to do with the dealership not backing its product. We purchased the Kia ****** in question in June 2022. We purchased the extended warranty, to cover any and all issues that *** arise. Between the first and second oil changes, the car alerted us that the oil was low. We added oil, continued to drive it. Light came back on. Brought it to dealership to diagnosis. They couldnt find any obvious leaks. They suggested an oil consumption test. Which they did an oil change and sealed it off and told us to drive ***** miles and bring it back to get it rediagnosisd. We brought it back and they called us to tell us that it had burned 1 quart of oil within that ***** miles. **** they proceeded to tell me that that fell under the manufacturers specs. I talked to the service manager ***** to try and get clarification. How a car that only holds 5 quarts of oil and is required to have its oil changed every **** miles, can burn a quart every **** miles. I stressed my concern and ***** told me that they couldnt do anything for us. That they were not willing to do anything for us. I told them I would be contacting the BBB and he jokingly said, You have to do what you have to do. This is not acceptable by any means. Not sure where to go from here.

  Business Response

  Date: 01/19/2023

  Hey ****************, my name is *********************, GM here at Peltier *** *********************** I have looked into your issue and I spoke with ***** in Service as well. He has informed me and showed me that per *** this is 100% the rule they make us go by. Per *** when we do an oil consumption test, if the car lost 1 quart of oil in ***** miles, that counts as passing. I did find out that you could contact *** ******** affairs, at that point we would take any steps *** would like ** to do at that time. I would like to say that I am sorry for everything you are going through and please know I am here to help with anything I can. If you contact *** and they would like another test completed or any other services, we are here for you. Please contact me personally and I will make sure we get right on it. Please call or text me anytime on my personal cell. ************ 

  Please know I am here to help, sincerely **********************  

• Initial Complaint

  Date:09/06/2022

  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.

  I purchased a new 2023 *** ** on 7/14/22 with ***************** A few weeks later, we decided we didn't want the warranties, but wanted to keep GAP.On 8/10/22, I called for the Finance Manager, **** & left a message with the lady that answered for him to call me and told her what it was concerning. No response.On 8/15/22, a lady in service called to schedule my first service appt. When done, I asked her to transfer me to ****. I left a voicemail to call me and what it was concerning. No response.On 8/22/22 I texted the lady that wanted me to leave them a review, and asked her to please have **** call me. No response from her or Seth.On 8/26/22, I called again and spoke to a young man in sales. He asked what it was concerning. I told him have left several messages to cancel my car warranties and I still hadn't heard from ****. He immediately asked if I was Mrs. ****************************** ummmm, yes, then put me on hold to go find him. He came back on the line, said **** was on the phone with a *********** would call me back. I told him I'm on the phone a lot so if he can't reach me via my cell to please reach out by email. No response!I am in customer service and am head of our service dispatch. On a weekly basis, I talk to anywhere from ****** customers and am on the phone A LOT!! If I get a voicemail, or any type of messageto call a customer back, or of I tell them I'm going to call them back, I do it!!! I am SUPER DISAPPOINTED with Peltier *** in Longview!! They were so quick to communicate during the sales process, but absolutely REFUSE to return my calls now! If this didn't involve money, I could probably let this one go. Next step I will reach out to *** directly for a resolution!

  Business Response

  Date: 09/22/2022

  *****************, I am sorry to hear that it has been this hard to get ****, my finance manager on the phone or to respond with an email. I am not sure if he has responded to you at this time but I will personally make sure he has as soon as I send this email. If you have any questions or if you have not canceled your warranty at this time please feel free to call me.  ************ Cody ****** GM.