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: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.

  On November 16, 2024, I had my vehicle (2015 Chevrolet Silverado) towed to Hart Motor Co. because the vehicle was not driveable due to damage to the steering system. After evaluation by Hart, I filed a claim with my insurance company to cover repair cost. Due to having to wait for parts on backlog, the vehicle was not repaired and ready for pickup until January 16, 2025. The bill for $6,444.84 was paid in full on that date. On February 4 the truck would not start, I looked under the hood and saw a cable/wire left at some point by Hart Service which caused me to inquire with them what it was. I also had to call Roadside Service to start the vehicle. During this time I noticed the dash lights were not functioning properly and the traction on/off switch was not either. I have brought this to the attention of service twice {showing them in person what I was re- ferring to). They say there is no problem; they should be that way. I have also asked for the return of the original tire {had approximately 20,000 miles on it} that was replaced with a new one, but they say it had been disposed of. I asked for this tire while the truck was still being repaired. I would like resolution of these 3 issues.

  

  Business Response

  Date: 02/27/2025

  Dear Mr. ******, Thanks for using Hart Motor Company for your service repairs.Your vehicle, being towed in because of an accident was not drivable. The damage was quite extensive from the apparent impact. Getting parts for the 2015 truck were challenging, especially the electronic power steering rack. Once all the parts were replaced, we found additional parts were necessary for the repair.I understand this repair was an insurance claim with your insurance company. The damaged wheel and tire are gone. The damaged tire has been recycled, and the damaged wheel was returned as a "core return" in exchange for the replacement wheel.My service team have addressed the dimmer switch and traction control light operation, and say they are operating as designed.I am sorry that you are not satisfied, as we strive for 100% satisfaction. Sincerely,  Daniel L. Hart 

  Customer Answer

  Date: 03/03/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The dimmer switch was fully functional as intended by the manufacturer before Hart Motors repairs were made. The traction switch operated properly before Hart Motors made repairs to the vehicle. I request a comparable tire to replace the one disposed of by Hart Motor after I initially asked for it to be returned to me. Regards, ******* ******

• Initial Complaint

  Date:01/12/2025

  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.

  2024 took my SUV to Hart's they for 8 days call to tell me they couldn't find anything wrong. drive home lights flashing again and losses power 2nd took back Hart's , Show Videos of what going on and they had my SUV for 3 1/2 weeks , I had to call to see what they doing. Got text from ** , customer service they have another solution. I wasn't giving any details on what they were doing. Called me my SUV ready for pickup. $784.00 ,,, ,drove for 2 days and it is worse than before. flashing lights, losses power steering wheel LOCKS door lock and unlocked. when steering wheel LOCKS I can't drive it at all. 3rd took back, now already paid $784 , they want me pay $984.00 more dollars and couldn't guarantee that would fit the SUV. ** customer service telling me that my SUV is old. they how my car was when took my money. Refuse to give them any more dollars. ** said she call me when car ready for pickup. 2 days later she called me asking me was they supposed to fix my car or not. she said she forgot what to do. I NO. she hang up. then called me to pick up my car. I get there and was told then of $154.00 fee. ** did tell me they were charging me another service fee. I was so mad she is the worst customer service person I ever had to deal with. Smart Mouth. Did not get an approval from me. Worst Customer service and Auto Repair shop HART'S took my MONEY and I didn't get my car fixed. RIPPED ME OFF?

  

  Business Response

  Date: 01/20/2025

  Dear ******** *****, We are sorry we could not repair your Saturn Vue.Do to the age and the brand not being produced any longer, getting new parts for repair is a problem.We will send you a check for the amount you have requested.Sincerely, Daniel L. Hart  

• Initial Complaint

  Date:12/11/2024

  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.

  My vehicle had a warranty. The repair was covered within the warranty. I was then advised by rep that a recalculation or reset would be needed for the system. I was advised that is was not covered. I shared with her that if the repair was covered & the reset is needed from the repair then that should be covered by warranty as well. The rep disagreed and stated that this is Something charged to the customer. I explained it didn’t make sense if the repair is what is prompting for the reset. Rep advised reset was not optional, and also if the reset was not completed that it would affect the warranty. I may not be able to be covered for the additional warranty if this is not completed. Later that day I called back asking for the information in order to file a complaint. I then spoke to rep & **** the manager and he advised me that the recalculation was optional and that it was separate from what is covered in the warranty. During that conversation, I did advise him that the prior conversation it was told to me that it was not an optional service. I explained to **** that if the repair is prompting another action to be taken that it should be covered. In our conversation **** asked me how much I knew about cars and also asked me who I normally take my car to, not exactly sure why this would have anything to do with this additional service I was asking about. **** was polite & friendly however he was unable to answer why if repair is causing a recommendation(at first advised as not optional) of a recalculation of the system and repair is covered why reset isn’t covered. **** advised I had the option to get the work done or not get the work done and I shared with him based on what he is telling me & the rep I was nervous not to get to work done because his indications was that I’ll be driving off the lot with my car not in 100%. I share with **** & the rep that this is nothing personal however, I feel like this wasn’t fair to me & defeats the purpose of having a warranty

  

  Business Response

  Date: 12/16/2024

  The Hart's agree with the customers request and will refund the amount in question.Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 12/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

  Customer Answer

  Date: 03/03/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This company never refunded like they agreed to. 

  

  Business Response

  Date: 03/03/2025

  Mr. ******, I quite frankly do not understand your response. Attached you will find all paperwork regarding your transaction, as well as the image of the check you signed and deposited.D.L. Hart

  Customer Answer

  Date: 03/05/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

• Initial Complaint

  Date:11/20/2024

  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.

  Kia has had my car since October 8th. My engine failed on my vehicle and it is covered under warranty for Kia to look at it to possibly fix it due to their class action lawsuit. It is a 2016 Kia sorento. They have yet looked at my car as mentioned they have had it in possession since October 8th it’s barely moved up in line to be looked at. I’ve provided all necessary documentation to them for my service receipts etc. I called Kia corporate and they informed me there was nothing they could do due to the location only having one engine mechanic. Im having to pay out of pocket for a rental car when they may not even fix my car and this could take months or longer. No one has even been reaching out to me to provide updates on my car nor have they been polite when I call to inquire. I’d like a resolution asap so I do not have to keep paying out of pocket. This is due to a failure on their behalf and the class action lawsuit. If they can fix my car and it takes some time I completely understand as they’re supposed to provide the rental but right now I don’t even know if it can be fixed nor reimbursed for what I am paying myself .

  

  Business Response

  Date: 11/25/2024

  Dear ******* *****, We understand and share in your frustration with getting your car evaluated and repaired. We moved your car ahead last week and have determined that the engine has a burnt valve.Your service advisor is trying to reach out to you this morning to discuss the next steps.Sincerely, Daniel Hart   

  Customer Answer

  Date: 11/27/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *****

• Initial Complaint

  Date:08/27/2024

  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.

  My car broke down while I was on vacation, on July 27, 2024. I live in ** and the car is in Salem, VA, near Roanoke. The Kia dealership in Salem said to leave the car with its service dept., Hart Motor Co., and it would be looked at during the following week. After numerous phone calls, Hart Motor Co. has said the car has not even been diagnosed yet and it may be 4 TO 6 WEEKS before it is. My wife and I have contacted Kia corporate customer service, and they have opened a case and escalated it. ************* As yet, they also cannot get an answer from Hart Motor Co. as to when the car will even be diagnosed, never mind fixed. In the meantime, my family has to rent a car. I would like an estimated date as to when the car will be fixed. If the dealership had told us it would take this long, we may have brought it to a different garage to be fixed. This is completely unacceptable. The car is under warranty and I would like it back asap.

  

  Business Response

  Date: 08/29/2024

  We are sorry you had the mechanical breakdown.We have done a preliminary inspection of this vehicle ( AUG 8 )         Full of oil , but does have varnish inside of engine          Special policy does require vehicle registration and oil change records       31,825mile gap.           Customer has been notified, no response as yet.         Customer does have an open case #********.We received registration information from the owner and have been waiting on oil change records to follow. The customer has now(August 29) supplied everything KIA has asked for to move forward in their process. We plan to get the vehicle in as soon as next week and get the necessary parts ordered once the final inspection is done.If you have any questions, please contact my service manager, **** **********.

  Customer Answer

  Date: 08/30/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Neither KIA corporate customer service, which has opened a case and assigned a case manager, nor my wife and myself, have received this information from the service center. The service center has not called my wife or me to give us an update, and it has not returned numerous phone calls and emails from Kia CS. Further, I am unclear as to why an "inspection" is mentioned. The car's inspection, registration, and service are all up to date. There is an inspection sticker on the windshield with the date. I would appreciate a phone call from the service center for clarification on this message to BBB, and an update on the status of the car. Additionally, the Kia CS rep is awaiting a response from the service center and/or dealership. Regards, ******* *******

  

  Business Response

  Date: 09/04/2024

  Mr. *******, I have asked my Service manager to call you, his name is **** **********.Our number is ************Sincerely, Daniel Hart   

  Customer Answer

  Date: 09/09/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. While there has been progress, I still do not have a time frame as to when the car will be fixed and returned. The manager did contact me. He said the engine will need to be replaced and a new engine has been ordered. However, as of Friday (9/6) afternoon, Hart Motor had not informed Kia CS of this diagnosis and any further action, and there is still no time frame for completion of this job. I would like just an estimate of when the car will be fixed -- I am not looking for an exact date. This has been extremely disruptive and stressful, and again, if we had known it would take this long we would have found a better alternative. Thank you. Regards, ******* *******

  

  Business Response

  Date: 09/11/2024

  My service manager will speak with Mr. ******* again about his repair and finish time. The car is scheduled to be completed by Friday.Our number is ************ if any other questions regarding repair or pick up arrangements. Please ask for **** **********.

• Initial Complaint

  Date:05/03/2023

  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.

  Purchased GMC 2022 end of Dec for 60,000 (Retirement gift self,cash) Wanted all safety products. Did not notice no side collision warning. Was told I have every thing I needed. Drove truck < 3 weeks and went back and said would trade up for truck with all the options. They offered me 45,000. Truck had <3000 miles. Its a used truck. I left, End of April traded used truck for Dodge with all safety devices, even trade. Truck was sold with on star for 1500$ which I did not want. Called on star to cancel #*********** subscription and get refund. On star said dealer provided coverage. Was told by dealer that's how GMC sold the truck with the on star plan. Called GMC customer service and was told if customer wanted on star they could up load on purchase. Not required. Went back to Hart 2 May and asked to speak with manager. Brought back and manager with another man there and told them about problem. Manager 1 printed up the invoice to explain how the on star was included in the sale and handed me the invoice. Conversation went on and I started to fold up the invoice and put it in my pocket. #2Man told me that I couldn't have it, that's GMC property. I said its my invoice. He became very loud and aggressive and told me to give it back. I said no. He then told me to get out of the building and move toward me aggressively. He walked on my back side toward the front door. Receptionist sitting at front door started to talk to me and said she like the color of my car. Man #2 gave her the shut up sign and continued to walk me through the door. I left. I'm a retired veteran with the present I gave to my self. I lost 15,000 dollars in 4 months due to unreputable workers. I worked 39 years in the same job and saved my money. I did love the Truck, it was very big and that was the reason I wanted all the safety warning devices. I am turning 67 in a few days. My retirement present gone. Thank-you Hart Motors

  

  Business Response

  Date: 05/08/2023

  Dear Mr. *********, I am very sorry to hear of your dissatisfaction with your purchase.The truck you purchased was shipped to us August 30. Your purchase date was November 28. The day you took delivery of your truck, my Certified GMC sales person went over the vehicle with you again, and went over everything including online registrations as we do with every customer.The truck you purchased was discounted over $3500 and you were happy with the deal.The OnStar was in fact built in, or included in the MSRP of this vehicle from GM and shown on the Maroney label attached to the window of the truck before you bought it.The purchase price was 56912.18 in November. We offered you $50,000 in May. Vehicles depreciate, considering over 5 months of time and a model year change from '22 to '23. I understand during your last visit which you describe above, you told my employees that you had employed a lawyer. My people have been instructed to end any conversations when someone says they have a lawyer.In summary, I cannot help you with depreciation or the price you paid for the vehicle which included OnStar. 

  Customer Answer

  Date: 05/08/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ****** *********

• Initial Complaint

  Date:04/19/2023

  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.

  Took vehicle to ***** **** *** ** ************** on 04/06/2023 to have passenger airbag light issue fixed. They informed me that the issue is related to a recall notice that was completed incorrectly by Hart Kia in Salem, VA. They stated because it was a recall that was completed incorrectly that we would have to take the vehicle back to Hart Kia and it would be fixed under the recall at no charge. On 04/19/2023 Hart Kia called with an estimate of just under $1200. When I brought up the fact that it should be fixed under a recall notice the representative on the phone instantly stated that the recall notice was fixed and this was an unrelated issue. I restated that the previous dealer was able to locate the recall for the exact issue and that it was tied back to previous work done by Hart Kia. The representative simply said, "Well, they were wrong." He did not pause for even a second to check the recall information during the conversation. ***** **** *** invoice with reasoning why it was related to the recall attached.

  

  Business Response

  Date: 04/20/2023

  The information regarding the job(recall) is attached for reference.In doing the job, the instructions are to cut, and detach the retaining clip. (Not cut any wires) This job was done for the original owner October 18, 2021 @ 80,794 miles.The vehicle was then brought in from ********* **** ***** March 28th, 2022 with 86,973 miles to have other work performed.Now the vehicle has 103,337 on the odometer. I'm sorry our personnel didn't tell you what you wanted to hear, however we cannot be held responsible for the repairs now needed for this vehicle.Mistakes are certainly made by our people, and we do our best to make it right when this occurs. However in this particular case, we cannot participate.Sincerely, ****** ****   

  Customer Answer

  Date: 04/20/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. It would seem that a dealership’s service center to decline working on a vehicle that I brought in fully expecting to pay full labor and parts because they found that the issue was tied to a recall rather than completing the repair would be self sabotaging. Hart Kias response does not explain why the current issue is not related to the recall. Regards, **** *****