Complaints

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

• Initial Complaint

  Date:03/28/2025

  Type:Billing 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.

  Approximately around March 18,2024 I had a vehicle that needed maintenance due to recall. I took the vehicle to Dutch Miller Kia in Barboursville WV. Upon learning the car had recall issues with engine I left the car at the dealer to be repaired. To my understanding if a vehicle is due to be repaired a replacement vehicle is to be provided, was never offered a replacement vehicle while the issue was being taken care,as was told I would have to take care of rental myself and try to get reimbursed once the vehicle was repaired.I was called and told vehicle was ready,the vehicle was picked up. In driving the vehicle straight from dealership,the vehicle in turn started to malfunction and stopped running. In turn left stranded on the side of road. Called Kia and informed them of the issue and was told someone would come out. They sent someone but couldn’t get issue resolved. I was told the vehicle would be towed back to dealership for them to assess the issue. The vehicle was left overnight on the side of road and wasn’t picked up until the next day when I called the dealership to inform them of the issue. A few weeks passed and was called and told the vehicle was repaired and ready for pickup. At this point I have had to pay out of pocket for rental vehicle for approximately three weeks and few days. I have been trying to get reimbursed through Kia for now over a year. In their response was to reimburse me half or less than what was paid out of pocket. In my response I don’t feel like I should be slighted due to an issue outside of me but an issue due to recall issues on one of their vehicles. In return I feel I should be completely compensated for the expenses I paid for.

  Business Response

  Date: 04/07/2025

  Ms. ******** vehicle was repaired by Dutch Miller Kia of Barboursville in April of 2024.  The specific concern was covered under manufacturer (Kia Motors) recall at no expense to Ms. *******  After the initial repair Ms. ******** vehicle was towed back to Dutch Miller Kia at the dealer’s expense to address a separate concern.  The concern was addressed and the vehicle was released to Ms. ****** under normal operating conditions.  As stated in the complaint, Ms. ****** has been in contact with Kia Motors America regarding rental reimbursement.  Dutch Miller Kia does not authorize or provide rental vehicles.  Although we understand the feelings expressed by Ms. ****** regarding her rental expense, any reimbursement would need to be approved by Kia Motors America.

• Initial Complaint

  Date:03/26/2024

  Type:Sales and Advertising 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 girlfriend and I purchased a 2021 Kia Seltoes from ****** **** in Huntington Wv on 02-27-2024. When we got home the check engine light came on, we took it back to ****** whom told us they don’t have the computer to scan the codes. When we took it to Dutch Miller Kia in Barboursville Wv we was informed that the previous owner put flex fuel in the vehicle multiple times and it’s not a flex fuel engine. Kia informed us that they voided the factory warranty on the vehicle but they did not report it to car fax which my girlfriend and I paid for out of pocket to see the history. We’ve neither one dealt with anything like this before and have no idea where to start let alone what to do.

  Business Response

  Date: 03/28/2024

  In this instance, Dutch Miller Kia was not the selling dealer of the 2021 Seltos to *** ********.  Dutch Miller Kia is also not responsible for data collection from 3rd party vendors such as *******  *** ****** ******* is the decision maker as it pertains to warranty approval and or denial.  Dutch Miller suggests tha* *** ******** address the concerns listed with ***** *****
  

• Initial Complaint

  Date:01/29/2024

  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 new 2023 Kia ******* in September 2023. I took it to Dutch Miller for 2 recalls and for them to fix the middle seat as it was no longer sliding correctly. They said everything was working and lo and behold the seat still is not working. I called back and they said they could get me in sometime after the next 2 weeks but be aware it will start at $130 just to look at it. This vehicle has 5000 miles and they did not even attempt to fix to begin with.

  Business Response

  Date: 02/06/2024

  After receiving this notice, we contacted Ms ******** to apologize for any miscommunication or inconvenience incurred on her previous visit.  We were able to schedule her vehicle into the service department and quickly resolve the concern on Friday February 2nd at no charge.  We followed up with Ms ******** on Monday February 5th to verify there were no further concerns. We told her If she needs anything in the future she can contact us directly to have them addressed in a timely manner.
  

  Customer Answer

  Date: 02/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  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 until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:10/23/2023

  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 dropped my car off at ****** Kia in Columbus Ohio. They replaced the transmission. On my way back home the check engine light came on and advanced auto diagnosed the problem as transmission failure. I dropped the car back off at Dutch Miller Kia in barboursville WV on 10/9/2023. It’s been over a week and corporate Kia says they have not even checked the transmission fluid levels. They can’t approved a warranty replacement until Dutch Miller Kia finishes the inspection. I called Dutch miller Kia on 10/12/2023 and 10/16/2023 and they claimed to just be waiting on corporate Kia to approve the warranty. Corporate Kia said they are ready to approve the repair but Dutch miller Kia hasn’t even checked the transmission fluid despite having over a week. In the meantime I am stuck without a car. Corporate Kia will reimburse me $24-48 a day for a rental but I am 24 years old and no rental company will rent to a young driver that cheap. Dutch miller refuses to give a loaner car or pay for a rental (they are supposed to per the warranty agreement) and said they will not do anything like that until the repair is approved by corporate Kia. It can’t be approved until they give the simple info to corporate kia, such as the transmission fluid levels. I believe they are purposefully lying to me and delaying sending anything in to avoid paying for a rental, which they are required to do per the warranty agreement. Below ($21,000) is around the amount paid for the car. Not the repair alone. The repair should be $0 and covered under the warrant of the initial purchase

  Business Response

  Date: 10/27/2023

  Mr. ******* vehicle was inspected by the service department on 10/11/23.  Prior to inspection, the service department was made aware of a recent transmission replacement at another Kia dealer.  A technician created a techline case with Kia on 10/11/23 stating the concern and findings.  Techline instructed the technician to perform several procedures to further diagnose the concern from 10/11/23 thru 10/20/23.  On 10/23/23 techline advised the technician to replace a component to resolve the concern.  The service department has since made contact with Mr ***** and apologized for the lack of communication during this process along with understanding the inconvenience of being without a vehicle.  The part was ordered on 10/24/23, and Mr ***** has been made aware that he will be updated upon arrival.

  Business Response

  Date: 12/14/2023

  Company response from 12/13/23    According to the Kia GM, repairs have been completed and the vehicle was picked up today. 

  Customer Answer

  Date: 12/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  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 have picked the car up and no mechanical problems have occurred since picking it up yesterday. As long the problem remains fixed the complaint can remain resolved.

  Regards,

  ****** *****

• Initial Complaint

  Date:09/05/2023

  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.

  From the day I purchased the car from them I’ve only had problems with it. Turns out the whole fuse box was melted and they sold the car like that. The car isn’t far from catching on fire due to the problem and they refuse to even talk to me about the situation. It’s going on two years and every time I go into the business they sit down with me and say they will call me and they don’t. No one will make it right or even call me.

  Business Response

  Date: 09/19/2023

  Mrs ****** husband ******* purchased a preowned 2019 *** ******* from Dutch Miller Kia on January 13th of 2022.  In April of 2022, Mr. ****** vehicle was brought into the service department for concerns.  The concerns were addressed and repairs were performed as courtesy goodwill to no expense of Mr. ****.  On June 7th of 2022, the vehicle was brought into the service department for concerns in which the customer elected to decline repairs.  Since that time, Mrs. **** has stated that she's had additional concerns discovered by her mechanic that were not included or related to the original purchase transaction.  Dutch Miller Kia has fulfilled its obligations regarding the purchase and post sale courtesy goodwill repairs.  However, if Mr and Mrs **** would like to explore options in regards to trading in their current vehicle for another we will gladly present the options.

• Initial Complaint

  Date:08/14/2023

  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.

  Repeatedly we’re told “we want you to be satisfied. We will do whatever it takes”. Vehicle purchased on 6/30/23. Two days later, attempted to drive 45 mph onto interstate ramp. Vehicle shook/bucked. Hard to keep on road through construction area. Called DMK. We were told to bring it in for diagnosis. DMK gave us a loaner vehicle. I have a copy of service intake that states the customer concern was the rim. A day or two later, our salesperson called and told us that it was the tire rim and that they would order new rim. Our vehicle sat in the outside area of DMK for 3 weeks waiting on a new rim. We called several times for an update and were told each time DMK was waiting for new rim they had ordered. In the meantime, DMK sent said vehicle to ***** Nissan for a second opinion as there was still a vibration and DMK was unsure of the reason. ***** told them it was the rim and tires. I have a copy of their service report. DMK had my vehicle from July 8 until Aug 2 for the rim to be replaced. I was told on Aug 2 that I could pick up vehicle. I live about 2-3 miles from dealership. When I got home I noticed the damaged rim. Talked with Mark, DMK general mgr about situation. He stated that they were not going to replace the rim and suggested I take the vehicle to see if the rim could be repaired. I was told the rim could not be fixed 8-4-23 by the person they suggested. The rim is so damaged around the edge that you can see loose threads on the tire. There are two deep gouges that are completely through the rim. The rim is bent and also has two cracks on one of the rods. I feel that I have been lied to repeatedly since the purchase of the vehicle. I absolutely do not believe their sales pitch: “we want you to be satisfied. We will do whatever it takes”. I guess this does not apply after purchase. You would think that a dealer would repair a vehicle just purchased a week prior. Shady way to do business. BEWARE - [ ]

  Business Response

  Date: 08/25/2023

  The vehicle in question was purchased by Mr Thomas ******* on June 30th of this year.  After taking delivery, it was brought to our attention that the vehicle had a vibration.  We arranged for Mr ******* to bring the vehicle back in to address the concern and provided a loaner vehicle as a courtesy.  To correct the vibration, the dealer replaced a bent wheel and installed four new tires at no charge to Mr *******.  After addressing the vibration, the vehicle was released.  After it’s release, the customer requested we replace an additional wheel due to scuffs that were present at the time of delivery.  After discussion, the agreement was made to replace the scuffed wheel at no charge although it was previously disclosed and not apart of the original arrangement.

• Initial Complaint

  Date:08/04/2023

  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.

  We got 2021 kia sportg from kia Barboursville WV started having troubles with it right off haven't even made my 3rd payment on it had it in service 5 times they say can't find nothing wrongvwith it. They put new battery in it and hasn't fix it. They need to trade me suv out but they won't. Poor customer service stay away from this dealership

  Business Response

  Date: 08/03/2023

  We apologize for any inconveniences you have had in regards to your service issues with your vehicle.  We are Dutch Miller Kia located in Charlotte, NC. We have forwarded your complaint to the WV store as well as the corporate office in an attempt to get this matter resolved/followed up on promptly.

  Business Response

  Date: 08/11/2023

  General Manager spoke with Mr ***** and he explained the issues he is experiencing with his vehicle purchased on May 8th of this year.  He stated when the vehicle has been brought in for service the concern is intermittent and couldn't be duplicated by a technician. On his last visit the service department consulted with manufacturer support for assistance.  The concern appeared to be related to the battery which was replaced at no charge to Mr *****, however after leaving with the vehicle this issue occurred again. Mr ***** is scheduled to bring his vehicle into the service department tomorrow August 12th and will be provided alternate transportation while attempting to diagnose his vehicle concerns.
  
  

• Initial Complaint

  Date:06/27/2023

  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 2022 Kia K5 at the end of February and when we got a warm day realized that the air conditioner did not work. I reached out to my salesman to let him know and that it was hard for me to bring the car to Huntington without knowing if I’d need to leave the car for repairs since I live a little over an hour away. He told me I could take the car to any Kia dealership for them to take a look. Once I was able to do that, I was told the AC didn’t work because of a bolt that came loose that let the Freon escape. That dealership replaced the bolt and looked at some recalls.then informed me that the Freon wouldn’t be covered under the warranties I had and I should reach out to the dealership where I bought the car. I did that and was told they would reach out to Kia to see if they would cover the issue. I was told they would not and I could bring the car to the dealership so they could do their own diagnosis but “that probably wouldn’t do any good”! Plus the bolt has been replaced and the invoice from the other dealership shows what was done so they would not find the same problem. When I bought the car I was told I had to purchase a $3000 extended warranty to even be approved for the loan, and I feel like I have been lied to and the dealership should have to fix my air conditioner.

  Business Response

  Date: 07/07/2023

  From Leland Moore, General Manager:

  Upon receipt of this notice, we immediately contacted Ms. ***** and scheduled her to come in for service at her earliest convenience.  While Ms. ***** was in the dealership on June 28th , I apologized for the delay in resolution and communication regarding her a/c concern and experience.  We spoke in length about her purchase of the vehicle and explained that as a dealership we strive for clarity in all customer interactions and never want anyone to feel taken advantage of.  We covered the optional extended service contract included in her transaction and she appeared satisfied with the result of our discussion. During the service visit, we addressed the a/c components, filled with freon, and verified all systems were working properly before releasing the vehicle.  I instructed Ms. ***** to contact me directly if she had any further questions or future concerns.

  Customer Answer

  Date: 07/10/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution was satisfactory to me.  

  Regards,

  ****** *****

• Initial Complaint

  Date:10/24/2022

  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 **** *** **** 9/2021 for my daughter from Dutch Miller Kia. In 11/2021 the vehicle was taken to their service department because it lost power while my daughter was driving it. The vehicle is still at Dutch Miller's service department as of 10/2022. This vehicle cannot be repaired. My daughter was able to drive it for 1.5 months. The dealership provided us with a loaner vehicle and we have been driving this vehicle while ours has been in service for almost 1 year. I am financing the vehicle I purchased and continue to make payments for a vehicle that cannot be driven or fixed. I have left numerous messages for the Sales Manager and the General Manager but no one ever returns my call to discuss somehow getting out of this vehicle purchase. I feel misled by the sales associate Marcus who told me the vehicle still had some warranty remaining - it does not. I was not told at the time of purchase that the engine in the vehicle had been replaced or why. I only learned this during discussioj with the service technician as he was explaining they have done all they can do to try and fix this vehicle, but there is no solution to our problem. The service technician explained that he would have the Sales Manager call me to discuss options for a replacement vehicle. I am unable to talk to anyone at Dutch Miller Kia who can help me. I paid $3k cash and financed $8k for a car that isn't drivable, cannot be fixed, and has no value that can be used to trade for another car.

  Business Response

  Date: 11/09/2022

  The customer returned the subject vehicle to the Dutch Miller Kia of Barboursville ("DMKB") service department on or around November 15, 2021 with a complaint of loss of power and a "check engine" light flashing.  Following diagnosis, repairs were performed and the vehicle was released back to the customer.  On or around November 22, 2021, the customer returned the vehicle to DMKB with a "check engine" light concern.  Following inspection and DMKB's consultation of the manufacturer's tech line assistance, the manufacturer granted authorization for DMKB to perform a wiring harness replacement.  This was done as a goodwill provision because the customer apparently did not have any remaining manufacturer warranty.  Following multiple test drives by DMKB, the "check engine" light and loss of power returned. Consequently, DMKB provided the customer alternative transportation, in which the customer remains as a courtesy.  DMKB requested that a manufacturer field agent inspect the subject vehicle; the field agent technician test drove the vehicle approximately 100 miles with no concern present, and it appears that the aforementioned concerns recur between 150 and 300 miles of drive time.  DMKB previously reached out the customer directly to discuss potential resolutions and the customer intended to discuss with her family and follow up with DMKB accordingly.

• Initial Complaint

  Date:09/14/2022

  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.

  My Kia was taken to the dealership for a recall on Friday September 2. Was only supposed to be a couple of hours for the minor repairs. Upon returning, was informed of another recall which resulted in my car being deemed undriveable. Been trying to obtain a loaner from Dutch Miller as we are going on 2 weeks with no car. Dutch Miller refuses to work with us to obtain a loaner or a rental car. They state we are to obtain our own rental, and IF they approve the rental, our monies will be reimbursed back to us in 60-90 days. As of today, they still cannot provide an estimated date of recall being fixed.

  Business Response

  Date: 09/14/2022

  Complaint details sent to General Manager at our Kia Barboursville WV dealership

  Business Response

  Date: 09/26/2022

  The customer's vehicle was brought in to Dutch Miller Kia Barboursville ("DMKB") to address open safety campaigns.  Upon the service technician's inspection of the vehicle in the context of the safety campaigns, it was determined that parts would need to be ordered to address one of the safety campaigns, which parts DMKB did not have in stock.  DMKB informed the customer that the part was and is on national backorder, and DMKB has not been provided an estimated time of delivery by the manufacturer.  Without this safety campaign being addressed, the subject vehicle unfortunately is deemed unsafe to drive/operate.  These safety campaigns and parts backorder are not and were not caused or contributed to by DMKB.  DMKB advised the customer that it does not authorize rental vehicles; instead, rental authorization requires manufacturer approval.  DMKB tried to contact the district parts and service representative for the manufacturer so as to obtain rental authorization, but this individual was out of the office for meetings.  DMKB made the customer aware that they could proceed with renting a vehicle and then apply to the manufacturer for reimbursement, or they could contact Kia Customer Care directly for further assistance.  The customer claimed to have contacted customer care and obtained rental authorization.  However, when the DMKB service advisor followed up with Kia Customer Care on the customer's behalf, Kia Customer Care initially informed the service advisor that they had not authorized a rental for the customer and, further, did not have the ability/authority to do so.  Subsequently, the district parts and service representative contacted DMKB on September 14, 2022 and expressly authorized a rental vehicle for the customer due to the unavailability of the part(s) noted previously, as well as the corresponding safety concerns with respect to driving/operation of the subject vehicle.