Complaints

This profile includes complaints for Car Pros Kia Renton's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Car Pros Kia Renton

  200 SW Grady Way Renton, WA 98057-3116

• 

  Car Pros Kia Renton

  181 S 333rd St Ste 210 Federal Way, WA 98003

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:10/30/2024

  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.

  After a week of owning the new *** K5 2025 GT-Line I was hearing a weird knocking sound in the cabin and I noticed the right rear bumper was loose compared to the left which was sturdy. I called Car Pros Kia Renton about the issue multiple times. The knocking got louder and more consistent but the drive quality remained the same. Eventually on Sept 26. The wheel and the 4 lugs nuts and lug studs fell off. I called the dealership and they immediately claimed theft which made my full warranty invalid. I told them this isn't attempted theft but without knowing the issue fully and not having a tech look at it yet. They already had an assumption of what this is. I eventually got it to the dealership and they kept it in a non working condition for over a month. They didnt communicate back with me or did anything at all until I confronted them on multiple occasions. I called *** customer affairs and I eventually got this case to the escalation team. I now have a case manager but for some unknown reason, the dealership never responds back to *** customer affairs. I had to be the one to gather all information for both parties and when they could finally send something through (the dealership) its information I already sent to *** customer affairs. The service manager admitted to me that they were never supposed to claim theft and that the master technician based his report on "lack of time." I demanded a 2nd look for weeks during the month I didn't have my vehicle. They are making me pay in full, parts and services. After a month not having my vehicle i finally got a loaner vehicle which they threatened to take away sooner if i keep this attitude. I could have died and they took this long to do anything about it. As of now *** customer affairs is trying to investigate and i am now considering a lawsuit against these people who claimed they inspected my vehicle. But can't explain why the driver side is missing a wheel lock. Not enough letters to say the whole story.

  Business Response

  Date: 11/12/2024

  ******** is an independent franchisee of ***********. *** makes decisions about warranty coverage, and if approved, they pay us to complete the work. It would be incredibly unlikely for a car to be shipped by *** missing lug nuts, and even more unlikely that it would have been missed by the dealership during the predelivery inspection. 

• Initial Complaint

  Date:07/12/2024

  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.

  June 12, 2024 10:00 AM Left car for ****** mile service & have ** looked at as it was not blowing cool air. Told the air conditioning needed a recharge. I agreed. Cost $350.00.June 13, 2024 Left for a 2 week road trip. ********************* noticed no improvement in **. June 19, 2024 3:04 pm Called Car Pros Kia Renton. Told them ** not repaired. I want to bring the car in on Wed June 26 at 10:00 am.June 26, 2024 10:00 am.Left car at Car Pros Kia Renton. I was told I would be called.No call this day.June 27, 2024 About 10:00 am I called for a status report. Was told they are fixing a freon leak. No call from Car Pros to pick up car..June 28, 2024 Called 11:00 am. I told them I was picking the car up at 1:30 pm and expected the ** to be working. I left a VM for Service Manafer expressing my disappointment in the poor service I am receiving. Asked for a call back, which did not happen.Arrrived at 1:30 pm and told the car is ready. However, no paperwork could be provided as there were problems with the computer. It would be emailed to me. I was also told a new type of freon was being used and had never been used in my model car. Call if there are any problems.July 10, 2024. 1:29 pm Called Car Pros Renton. Outgoing message said no one was available to take my call and to leave a message. I left the message for ***************************, Service Advisor to call me back. I have not received the paperwork he said would be emailed to me. I also said the ** is still not blowing cool air. (Temperatures in the 90s since Sun. )July 11, 2024, 12:40 No call back from *****. Called Car Pros Renton ******************* Outgoing message said no one was available to take my call and to leave a message. But I could contact them from the Live Chat on the web site. I initiated Live Chat, The response after explaining what I wanted was:"I will send this over to our team, and they will reach out as soon as they are available".Hope BBB can help.

  Business Response

  Date: 07/15/2024

  We apologize for the inconvenience. Our service manager has reached out directly to ensure that we can address this concern.

  
  Thank you.

  Customer Answer

  Date: 07/29/2024

   

  *********** Manager did reach out to me.

  
  

  I was told I would have the fee for the ** Recharge refunded.  I have not received it yet.

  
  

  The ** issue has not been resolved yet.

  
  

  IN addition, the Check Engine light went on Saturday, July 20.  

  
  

  Given the car had it's ****** mile maintenance June 12 and the 2 1/2 days the dealership had my car for the ** issue that was not repaired, I can't believe this is a coincidence.

  
  

  I returned the car to Car Pros this morning.  *********** Manager is personally handling the diagnosis of the problems and recommendations for repair.

  
  

  I was told I would be called this afternoon at 1:00 pm.

  
  

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

  Business Response

  Date: 07/29/2024

  Per the customers comment, we are working with the customer to get this resolved. Thank you.

  Customer Answer

  Date: 08/20/2024

  Thank you for your follow up email.

  
  

  The current status is unfinished.

  
  

  Car Pros *** assigned me a new Technical Advisor, Ekum Deo.  **** has been very responsive and excellent at keeping me informed. 

  
  

  The current status is Car Pros is waiting on parts to repair the fuel injectors (under warranty and the air conditioner. The latter was the subject of my original complaint.  Car Pros has also asked *** **** to pay for the repairs to the ac.  

  
  

  Whether the repairs will get done remains to be seen.

  
  

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

  
  

  Business Response

  Date: 08/20/2024

  We are currently working with this customer and are in the process of resolving the issue. 

• Initial Complaint

  Date:07/03/2024

  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 purchased a Kia ***** in April 2024. Since I bought the car there has been a rattling noise inside. I tried to set an appointment but had to cancel as they told me it would take multiple days to do a diagnostic. I rescheduled soon after but had to wait for an appointment because they told me almost all their maintenance workers were on vacation. I dropped my car off on the 20th of may and they said they fixed the issue. I test drove the car and it was not fixed. I brought my car back again and since then it has been there for more than 30 days. In the 30 days no one would call me back even thought I called every week and sometimes multiple times a day. I could not get any answer. I went in this Monday and they say I will have to pay ***** to cover any repair if the part that is causing the rattling is not covered under warranty even though they didnt tell me anything was wrong with the car when I purchased it. Today on July 3rd I called six times and received no response from the location. They do not answer the phone no matter how many times they tell me they will call back. They are not transparent about the work that needs to be done. When they told me about the issue it was Memorial Day weekend and they called me 30+ days later telling me the same exact thing and just added that they have to check with *** to fix it. I dont feel that this business has been trustworthy or reliable after the purchase of the car. Since they consistently ignore my calls and messages I am filing this complaint on BBB and will hopefully get some kind of response.

  Business Response

  Date: 07/19/2024

  We are reaching out to contact the customer. Thank you.

  Customer Answer

  Date: 08/21/2024

   The business did reach out and say they would file a complaint with *** however I havent heard anything since and based on my history with them I do not trust that they will reach out to me or that they have really submitted a claim. I would like to keep this open until they share ***s final decision with me. 

  Business Response

  Date: 08/21/2024

  Per the customers comments, we are actively working with them to get this resolved.

• Initial Complaint

  Date:06/09/2024

  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.

  6/8/2024 Car pros Kia ********* manager did not honor price amount they promised. **** (finance manager) kept creating contracts higher than the other finance guy accepted and had me sign off to move forward with signing real contract. I didnt want GAP insurance or LoJack. **** kept changing contract to favor his own benefit instead of my boyfriend best interests. I had to ask him to change and take off gap and ****** repeatedly but he kept lowering so at that point we agreed under duress since we have already been in dealership 8+ hours. 6/8 my boyfriend signed because he has higher credit but I traded my ***** spark in to get credit and because they wouldnt get a lower monthly payment if we didnt put money down or trade in. Niquan and I were already pre approved through CarGurus financing banks. I let salesman know ******** offer and they said the financing manager accepted offer but when we went in they kept wasting our time and changing contracts and banks around so it would benefit themselves. Today, ZAID called NiQuan to say that I am banned and they dont want to do business with me in future because I had to get identification from my father which **** did not ask for when my dad went into dealership to sign title transfer to complete trade in. Inconveniencing me and my family after already giving them my business. They scammed my boyfriend and I to accept LoJack and gap insurance costs when I told them we do not want it. **** threaten to repo car if I drive the new car when I am a registered driver on insurance. I would have never traded in my ***** spark if this disrespect and disregard was going to happen.

  Business Response

  Date: 06/13/2024

  
  Hi There,
  We apologize for any inconvenience as we are here to help and answer any questions you may have to resolve issues or misunderstandings.
   Thanks
  

  Customer Answer

  Date: 06/15/2024

   
  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 if they remove LoJack and gap insurance off of my contract.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/28/2024

  Type:Order 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 website/company ************************************* is currently advertising a lease deal on many of their kia ******* PHEV vehicles, which does not apply to those vehicles per their own words, and in the fine print references a vehicle they no longer even possess. *************************************new-kia-*******-plug-in-hybrid-renton-wa "Lease a new 2023 Kia ******* PHEV SX Prestige with payments of $289 per month for 24 months and $3,499 due at lease signing. Plus, tax, title, license and government fees. MSRP: $52,525 On approved above-average credit through Kia ******* ******* (KFA). Includes $4,750 Rebate. $0 Security Deposit required. Lessee is responsible for insurance, maintenance, repairs, $.20 per mile over ****** miles/year, excess wear, and a $400 termination fee. A dealer documentary fee of $200 may be added to the capitalized cost. See dealer for full details. VIN#***************** Offer ends 4/1/24"

  Business Response

  Date: 03/29/2024

  Dear BBB,

  Car Pros Kia Renton goes to great lengths to meet advertising compliance guidelines. We are in touch with this customer. 

• Initial Complaint

  Date:01/19/2024

  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.

  I purchased a car from Car Pros *** in May of 2022. I was in an accident on 8/31/23 that resulted in a broken leg and surgery. The vehicle was also ruled a total loss. I started a GAP claim on 9/17/2023. As a part of that claim, I needed to submit the Cancellation of Refunds from the dealership. Here are my attempts to connect with staff at Car Pros.- 10/31/23: Went to the dealership and inquired about the document I needed and was told to email the total less letter from the insurance company to Finance Representative 1. I emailed that document on site.-11/03/23: Followed up with the Finance Rep 1 via email and inquired about next steps and other information that was needed. NO RESPONSE - 11/13/23: I finally spoke with Finance Rep 1 via phone and was informed that the cancellation process was started but I needed to get that document from the lender.-11/29/23: I called the lender and learned that they do not have a document indicating that the add-on products have been cancelled. I emailed Finance Rep 1 with the information that I learned. NO RESPONSE.-12/15/23: Went to the dealership and asked to speak to a finance rep. A sales person informed me that another team handles cancelations. That sales person took my information down. NO RESPONSE FROM THE CANCELLATION TEAM. -12/12/23: Went to the dealership yet again. I spoke to Finance Rep 2. I was told that I needed to "re"-email my total loss letter. I filled out a form on site and was told completing that form would suffice as proof of cancelation (I later found out that the document I filled out, would not suffice)-12/21/23: Followed up with Finance Rep 2 via email, informing them that I the document I submitted to GAP was only indicating the products I would like cancelled NOT actual proof that they were cancelled. In that email I requested an itemized quote or an official letter on the Car Pros *** letterhead with the amount of the refund. NO RESPONSE.

  Business Response

  Date: 01/25/2024

  To whom may concern,

  We have successfully collaborated with the customer, and I am pleased to inform that the matter has been successfully resolved.
  

  Regards 

  Customer Answer

  Date: 01/25/2024

   
  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:01/17/2024

  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 my car in August of 2023 in the middle of a pcs move (Im active duty) we explained the situation that the plates needed to be sent to my home of record in *****. Come October my family hadnt received them I called car pros and explained my situation I got told they sent them out gave it three days and reached back out told they dont have them and havent received anything. I ask for a set of temp plates so Im not driving around with expired plates they first tell me I would have to be there I explain I cant as Im not in ******** and then they proceeded to tell me then I cant get them I get in contact with Tin Vo there the finance manager who does issue my temp plates until dec24 come December I begin reaching out seeing if my new plates and title have come if not so I can get a new set of temp plates. *** said they would be there the following day and he would send me the tracking number Ive yet to receive my plates or my tracking number as of January 17. I bought my car August 15th 2023. At this point I would either want my money back for the payment that the person received to file my plates and money used to register car to register my car with the state if currently in or my plates and title.

  Customer Answer

  Date: 01/18/2024

  This complaint is in the process of being resolved I received a tracking number yesterday.

  Business Response

  Date: 01/22/2024

  To Whom may concern,

   we have worked with the customer and the issue is now resolved.
   
   Regards 

  Customer Answer

  Date: 01/29/2024

  This issue was resolved. I received my plates.

• Initial Complaint

  Date:01/12/2024

  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 am writing to file a formal complaint against *** of Renton regarding the unsatisfactory service experience I have encountered with their establishment.I brought my *** ******* to *** of Renton to address two recalls, an oil change, and a tune-up. Unfortunately, after leaving their location, my oil light illuminated, indicating a potential issue. Despite several attempts to have my concerns addressed, it took weeks before *** of Renton conducted an inspection. The service department informed me that my oil sensor was malfunctioning, along with other issues.Independent mechanics I consulted unanimously agreed that it is highly unlikely for my car to be trouble-free before the oil change and then experience sensor failure immediately afterward. This has resulted in a non-functional vehicle, and I have been forced to borrow a car from someone else for the past four weeks.I have reached out to *** of Renton seeking resolution, but my concerns have not been adequately addressed. On January 10th and January 11th, ****, the service manager, ******, contacted me and stated that the dealership is not willing to take responsibility for the issues with my car. Instead, they offered only an employee discount as compensation.I find this response unacceptable, especially considering the conflicting diagnoses I have received for my vehicle. While *** of Renton's service department initially identified a malfunctioning oil sensor, other service members have suggested a separate issue with a sensor switch. These discrepancies in the diagnosis further highlight the lack of clarity and consistency in the service provided by *** of Renton.I believe it is crucial for the Better Business Bureau to be aware of these developments to ensure a comprehensive understanding of my case. I appreciate your attention to these matters and your assistance in resolving this dispute.

  Business Response

  Date: 02/09/2024

  Car Pros Kia Renton will be performing the repairs at no cost to the customer as a one time good will gesture. The Service manager will reach out to the customer and Schedule the repairs to be done at her convenience.

  Business Response

  Date: 02/09/2024

  Hi *******,

   

  I recently sent you an email. I would like to help you resolve this issue. Please contact me and your earliest convenience.

   

  thanks,

   

  ***

  Customer Answer

  Date: 02/16/2024

  *** still has my vehicle and its in the process of being resolved but wanted to make sure all was satisfactory before replying to you 

• Initial Complaint

  Date:12/31/2023

  Type:Order 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 went to purchase a vehicle over at CarPros *** in Renton, WA and everything seemed like business as normal. I paid $6,000 as a down payment ($5,000 cash and $1,000 debit card) and was approved for a 2023 KIA **** GT-Line. I signed the documents including a sales contract and took the vehicle home for a couple weeks. Some and I think the deal worked out and everything was good being as how I didnt hear from them at all not a letter in the mail, nothing. Then I got a phone call from ****** in Financing on a Saturday afternoon saying how the finance company wants $4,000 more toward the deposit that day or I would need to return the vehicle. So ultimately I ended up taking the vehicle back at the beginning of the week after asking for a couple of days to try to gather the money up. So I drop the vehicle of had to hassle with ****** once again to get my down payment returned to me and after ****** tried to get me to leave with no cash, no check, no receipt only his word that I could pick it up later that evening once I received a call from him. At this point, ** not very happy about the whole situation and I remember I never received a copy of the sales contract I signed so I ask ****** for a copy which shouldnt be a problem. His response was because the deal wasnt funded there was no sales contract to give me! I know theres a sales contract because I clearly remember signing one it listed the sale price of the vehicle, taxes, fees, and the cost of any extras that were added onto the deal, typical sales contract. Ive been in contact with them so many times already since that day I was told no sales contract by ******. All I want is a copy of the sales contract for my records. The actions of the Finance ******************* were so unprofessional, unethical, & sneaky I couldnt believe it! I dont want anyone to try saying I never purchased the vehicle or something. Ive called the dealership so many times and only got it answered once.

  Customer Answer

  Date: 01/01/2024

  *** made contact with the Finance Manager, Finance employee ******, several salesman between Thursday 12/28/2023 and Saturday 12/30/2023 and asked for a copy of my sales contract sent to me. The Finance Manager, after a few minutes of explaining to him what I wanted, understood exactly what it was and told me he would email me the sales contract in the next ***** minutes but I never received anything from him. ****** in Finance said the sales contract never existed and said there was nothing to send me. Which is ridiculous because his Manager acknowledged that every sale funded or not at the very beginning has a sales contract and also agreed I should received a copy when I first took the vehicle home. The salesman ****** and *** both logged onto the computer and found my file while I was on the phone and said they would send it to me and they also never sent it to me. The other Salesman said theyd pass the message on to the finance team and of course never received anything from anyone. Even after telling me theyd send me the sales contract I signed nobody will send it!

  Customer Answer

  Date: 01/02/2024

  Hello,
  

  **UPDATE**
  

  Tin the Finance Manager finally sent me a copy of the sales contract!

  Thank You

  Business Response

  Date: 01/02/2024

  We are sorry that we were unable to obtain financing for this customer. We try very hard to help everyone buy a vehicle and to ensure that we provide everyone with an excellent experience. I have confirmed that his down payment has been refunded. I apologize that we were unable to assist Mr/ *********************, and to meet their expectations for service.

  Best Regards

  
  

  Customer Answer

  Date: 01/03/2024

   
  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. I received the documentation that I requested. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/26/2023

  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.

  Business said they would replace key fob that they lost during an oil change. Have had no word other than after initial BBB complaint. Calls not returned or not passed on to service Mgr. I don't know.

  Business Response

  Date: 12/28/2023

   The Key Fob has arrived but we were unaware that the key itself is not shipped together like vehicles.  A new key blank has been ordered and expedited at Car Pros expense.  *********** Manager will reach out once delivered.