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:Customer Service 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.

  This is by far the worst, most unprofessional, disorganized, conniving business I have ever engaged with. We purchased a truck from here and were first and foremost bullied into purchasing a truck that did not meet our requirements, and we were not allowed to test drive before purchasing. When the situation was explained to the manager, they allowed us to sell the truck back and buy another one, which they tried to scam us out of the price they agreed to. Once we got a price agreed upon, we agreed to purchase. They kept us there until 0100 in the morning after arriving there at noon the day prior, and I was there from 1000 to 2100 the day before that. After all that, we were not allowed to take the truck with us as they had not yet completed an acceptance inspection on it- which they did not disclose to us until that time. So we had to **** home, then **** back three days later when it was ready. When we went back to pick it up, they could not find the keys. When they did find the keys, they only could find one. It took ONE YEAR for them to get us a second set of keys, after we called multiple times every month, and the keys were still wrong. This entire business is egregious and needs to undergo some sort of review or investigation.

  Business Response

  Date: 03/20/2025

  ***** ***** of Southern Buick GMC - Virginia Beach has confirmed that ****** ******* was contacted regarding the missing key and ****** confirmed that she was now in possession of the key and nothing further is needed at this time. 
  
  

• Initial Complaint

  Date:02/05/2025

  Type:Customer Service 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 $******** to fix an overheating problem on 15 July 2024. I paid $******** on an issue with my break line on 30 September 2024. For over six months, my car has been stationary in my driveway (if not at a dealership). The dealership I am having issues with is the Lynnhaven Southern Auto Group Dealership. Because I have taken my car to get fixed by the Service Department at that location twice, and each time (a week afterwards) a new problem had occurred and my check engine light came on. I have talked to the Greenbrier Southern Auto Group (who currently has my car) and they said that my engine might need to be replaced because my engine overheated. Meaning, the Lynnhaven Dealership didn't install the Thermal component right the first time or they purposefully danced around the issue all together. The best option I was given to fix the issue (which SHOULD be under warranty, and it is) was to trade in my vehicle for a new model. This option was presented to me by the Greenbrier Dealership. I have tried to talk to attorneys about taking my case to court, but I have been discouraged as I have failed to provide documentation (Schedule A Letter) to the dealership for them to fix my vehicle. I don't know what law says I need to present a dealership with a copy of my Schedule A Letter BEFORE they do service to my vehicle, but the attorney said that it would be a tough case in which I would not gain enough money to cover the attorney's fee IF I SHOULD WIN THIS IN COURT. I am still paying the Auto loan I took out for this vehicle. I am at a loss. I don't know what else to do about this problem. Please, advise.

  Business Response

  Date: 02/21/2025

  ***** ***** of Southern Buick GMC - Virginia Beach has confirmed that as of 2/12, ***** and ******* reached out to ***** **** and the dealership stated they will be towing the vehicle back to the Lynnhaven location by 2/13 at latest. The dealership will have to diagnose the vehicle and see if coverage can be obtained on it since Southern Buick GMC - Virginia Beach replaced the engine back in 2023. ***** **** stated that she is ok with the scenario and the dealership will move forward from there to see what can be accomplished.    
  
  

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service 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.

  We bought a vehicle from them and they only gave us one key. They promised to find it or order a new one. It’s been 3 weeks I’ve reach out numbers of times and they have avoided taking the call and returning. I want the other key that come with the *** vehicle we paid for.

  Customer Answer

  Date: 01/14/2025

  This is an update to the complaint. Received a call from **** of Southern Kia.  **** tracked down the keys and books we were never issued.  I appreciate his fast response and apologies he offered for the dealership.  This was the best solution I could hope for. 

  Business Response

  Date: 01/14/2025

  **** ***** of Southern Buick GMC - Virginia Beach has confirmed that the key situation with ******** ********* has been resolved. 
  

• Initial Complaint

  Date:07/16/2024

  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 name is ******** *******. My service advisor name is RT. My 2016 Kia ******** was brought in April for engine failure. Kia approved the repair in May. RT called June 5th saying that the engine was ordered. I live in North Carolina yesterday July 15,2024, I had to drive to Virginia because no one answers the phone in the service department or returns voicemails and text. I am very disappointed. I am aware that things take time but from April-July is a very long time. Kia warranty department has reached out multiple times as well and they have received no response.

  Business Response

  Date: 07/17/2024

  Brett Lloyd has confirmed that Service Manager ***** **** of Southern Buick GMC - Virginia Beach has reached out and spoken to ******** ******* regarding this complaint. The dealership has advised that the vehicle engine is slated to be repaired early next week. ******** ******* understands the plan after speaking with Service Manager ***** *****
  
  

• Initial Complaint

  Date:06/28/2024

  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 took my Kia into the service Dept to have the transmission checked. Service writer JT **** wrote up my order and said he would have to have it 2 days to assess. This was May 28th. My vehicle is still not repaired. I have spoken to 6-7 employees of various rank finally landing with ***** **** the service general manager. Initially it appeared i was finally getting some traction but after promises to resolve my issue from Mr **** i have not been contacted by anyone since Thursday June 20th and that by Mr ****. He stated to me they were still waiting on parts. I have had no transportation in all this time and dont have the means to procure any . Resolution of this would be giving me my Kia back !

  Business Response

  Date: 07/09/2024

  ******* **** has been contacted and is currently waiting on a part from Kia that Southern Buick GMC - Virginia Beach is also still waiting for. The dealership is going to try and get a different part for ********* **** *** ******* with 211k miles on it. This has something to do with the dr****haft and u-joint. ******* **** is unfortunately without a vehicle until this is repaired. Southern Buick GMC - Virginia Beach is currently working on an ETA for the ordered part for the vehicle. 

  Business Response

  Date: 07/15/2024

  The OEM Kia part is currently on backorder with no ETA. If ******* **** has located a replacement aftermarket part, he can bring it to Southern Buick GMC - Virginia Beach to install it. However, as the part is not an OEM Kia part, the installation will not include a guarantee that it will work properly and also Southern Buick GMC - Virginia Beach will not be able to provide a warranty on the part if it fails. 
  
  

  Customer Answer

  Date: 07/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have told ** ***** **** at Southern Kia to obtain the part from any source to complete this job that is now on day 49 and he acknowledged that they will do so 
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:05/10/2024

  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.

  On April 29, my 2015 *** ******** lost power on the interstate during rush hour. After sitting nervously along the median for over an hour, the car was towed to a mechanic close to my home who examined the car the following morning. My engine had locked up and I found this was common in this vehicle. Due to the lower mileage, this should be covered under warranty. I had the car towed to Southern *** Va Beach on May 1, and was informed it would probably be covered ***% likely). However, they would not be able to confirm for 4 weeks! They would need a tech to video the car and send the video to Miami. 4 weeks to take a video??? Then it would take an additional 2-3 months to replace the engine. In the meantime, I have no car and no loaner. I had to inquire about a loaner and I was offered a loaner at ******y. So not only am I paying expenses for a car I can't drive for a problem that they confirmed they know about - they want me to pay them for a car to borrow while they fix the issue. That is an extra $************.This is unacceptable. I have found while researching this issue that other dealerships have offered loaners for the same situation.

  Business Response

  Date: 06/04/2024

  ***** ***** of Southern Buick GMC - Virginia Beach has confirmed that ***** ******* visited the dealership on June 3rd, 2024 at 5PM to pick up a loaner vehicle. 

  Customer Answer

  Date: 06/05/2024

  A loaner vehicle was picked up from *** but the contract was for 5 days - I have been told this repair is going to take 4-8 weeks.  I am waiting to see if I will be allowed to maintain a rental for the extended period of time or if my vehicle will be repaired this week.

   

   

• Initial Complaint

  Date:05/07/2024

  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.

  -Kia service has held my car for over a month -they will not give me an eta AT ALL of when the new transmission will arrive, said it would be 2-3 weeks but it has been over a month now -I am in Army trying to take care of my grandfather with cancer, but can not do much without my car

  Business Response

  Date: 06/12/2024

  ***** ***** of Southern Buick GMC - Virginia Beach has confirmed that Jacob Cantrell has had his vehicle fixed and has been in possession of it for a few weeks now. ***** ***** apologizes personally for not providing an update to this complaint sooner. 
  

• Initial Complaint

  Date:04/22/2024

  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.

  I purchased my **** *** ******** on 12/30/23 at southern kia Virginia Beach. When I purchased the vehicle, I did not receive the 2nd set of keys. As soon as I realized that I didn’t have the 2nd set of keys I went out to the car and looked to see if it was there, it wasn’t. I reached out to ***** ***** the salesman on Jan 2nd. When I called him, he was on his way back from North Carolina either dropping off or picking up a car. He stated they usually leave the 2nd set of keys in the glove compartment. The only thing that was in the glove compartment was the manuals and an empty clear plastic bag. He stated when he gets back to the office that Thursday he will look. Didn’t hear anything from him that Thursday, so I text him January 06, he didn’t respond. On January 11 I emailed **** ********* to inquire if he can investigate the matter for me. That evening around 2:33 on Jan 11, ***** ***** called first thing he stated I didn’t give you your second set of keys, he stated he will order the keys and it usually take about 2 weeks for the keys to come in. Well, it’s way pass two weeks and I still haven’t gotten them. I spoke to the manager ****** ****** on January 25th he said he will talk to ****** Emailed ***** February 7th no response. Email him February 12th with 3rd request in the subject line. He responded stating that he checked last Friday, and it wasn’t there yet and when it comes in, I will have to come in on a Monday to have it program and he will give me a complimentary tank of gas when I come back to have it program. I don’t need no tank of gas; I just want my second set of keys. I did everything that was required of me when I trade my car in. Emailed March 19th for an update, up to now still no response.

  Business Response

  Date: 10/28/2024

  **** ***** ** ******** ***** *** - Virginia Beach has reached out to ********* ****** ********* has not come back in for the key. **** invited ********* to come back in and see him personally any day except Sunday and the dealership will get the key programmed for her upon her arrival. **** will follow back up with ********* to make sure this is agreeable with **********
  
  

  Business Response

  Date: 11/19/2024

  **** ***** ** ******** ***** *** * Virginia Beach has confirmed that Bridgette Sandy came into the dealership last week to have the key reprogrammed successfully. 
  
  
  

  Customer Answer

  Date: 11/30/2024

  Good Morning, I did respond to your message on Nov 19.  I look at the history and my response is there.  I received the key fob, that was programmed. I didn't receive the actual key, I was told the key was ordered and when it comes in they will call me.  Thank you,

• Initial Complaint

  Date:04/01/2024

  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.

  took my 2019 kia soul in fo inspection. it took 2 months for an appointment to get this done. had to buy a tire. and has a tail light issue. its been 3 weeks for a tail light repair. they will not return my calls. i did get 1 return call 3 29 24 and was told she would call back in 15 min. did not happen i have called numurous times with no resopnse.my wife has medical issues and can not get to her drs appointments because they will not fix the car. my son needs the car to get to work. hes about to loose his job because of the difficulties getting to work on time. no return calls. no word on the hold up no end in sight. at this point i just want my car back i can take it elsewhere to get the repairs made or find the electrical issue myself and get my family back yo work and to drs appointments. you would think a client that has bought there last 3 cars from them would be treated better. i just wnat my car. i can afford to buy a new one i just got this one paid for. its only 5 years old. if i treated my customers this way id be out of business . i dont understand why they wont keep us informed. can you help me get a call or my car back.

  Business Response

  Date: 06/21/2024

  Southern Buick GMC - Virginia Beach has just received authorization fro* ******* *******' wife to do a teardown on her car as ******* ******* is not the owner of the vehicle. This is an electrical issue that has a warranty. ******* ******* is currently in a loaner vehicle until the warranty work has been completed.
  
  

  Customer Answer

  Date: 06/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: mostly true. but it has been over 15 weeks now. and both ***** million and I are both on the title.therfore I am the owner.  they made authorize ******* 8 weeks ago. then just 2 weeks ago they made ***** authorize another 1**** now if infact it's warranty why do I have to pay **** **** **** for a warranty coverd issue. they do nothing but make excuses. for 15 weeks now. everything from we have no techs to make repairs to the warranty company will not do what the dealership wants to do. we are in a loaner  but are limited to 100 miles. this is7 weeks now in the loaner..  I would like my car back and fixed or refund me the sticker price I paid for the car. 15 weeks is unacceptable in my opinion
  
  Sincerely,
  ******* **** ******* co owner of the kia soul
  ******* *******

• Initial Complaint

  Date:01/30/2024

  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.

  12/15/23 I took my 2019 Buick Encore to Southern. The first call from service I was told that the Turbo Charger needed to be replaced, but first would try to replace the air duct to see if that fixed the problem. I was told the turbo charger is covered under the PowerTrain warranty but the air duct was not. I asked why the Turbo Charger wasn’t replaced & I was told by service that they just don’t replace the turbo charger without doing this repair first. So according to service the air duct fixed the problem and I owed $*** & that the Turbo Charger didn’t even need to be replaced. I got the car back 12/18/23, had the car for 2 weeks & the same service light came back. I stopped at Southern on 1/3/24 & the employee from service hooked up the computer to read the code -Turbo Charger. We went into the service area, he placed the order for the Turbo Charger & told me he would call when it was in. The Turbo Charger came in but hoses are on back order to make the full Turbo Charger replacement possible. As of 1/29/24 I am still waiting. I have been told they are on indefinite back order. It’s been 26 days since I took the car for the second time for the same repair. I have paid $*** for a repair that didn’t fix anything. I have talked to the General Manager of Southern GMC Lynnhaven, I have talked to the service department and all I’m told is I will get a call when the parts are in stock. I have asked for a loaner car and apparently none are available and I’m like #7 in line for a loaner. I went to Southern to ask for a quote on buying my car, they gave me a low offer and told me the car would just sit on there lot until the parts arrived for repair!?! This is bad business and is unacceptable. I am waiting for a resolution, an offer for a refund of a repair that didn’t fix a problem. A loaner car until parts arrive. A response to fix the problem that never was repaired correctly the first time.

  Business Response

  Date: 02/08/2024

  Brett ***** of Southern Buick GMC - Virginia Beach spoke with Kathrine **** regarding this complaint. Brett ***** brought Kathrine **** into the dealership recently and sold her a new Buick and traded her out of her current vehicle. Southern Buick GMC - Virginia Beach has satisfied this complaint. 

  Customer Answer

  Date: 02/09/2024

  
  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,
  
  Kathrine ****