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:11/12/2024

  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.

  Just had my car in for service for a transmission code on 10/18. They said it needed a transmission update, and I went ahead and had them change the engine and cabin air filters as they suggested. I get the car back, and having had no issues prior, it suddenly dies on 10/25. They wouldn't even get me in to diagnose it until 11/8 (2 weeks). They CLAIM it's a battery and charge $560 for a diagnosis and battery! Something is FOUL.

  Business Response

  Date: 11/14/2024

  Customer came in Oct. 18th with complaint of: "CUSTOMER STATES CEL IS GOING ON AND OFF BUT NO DRIVING ISSUE CHECK AND ADVISE". Our tech found a transmission update available. Upgrade was performed, tech test drove the vehicle and verified normal operation.

  Vehicle released on 10/18/24 at mileage reading 51,926. Customer was not charged for this upgrade, due to her Kia basic warranty covering upgrades for 5years/60k miles. Customer returned to dealership 10/25 with  mileage of 51993 with the complaint: "CUSTOMER STATES VEHICLE WAS IN PARK AND STALLED - NO LIGHTS ON. CUSTOMER NOTED DASH LIGHTS WILL COME ON BUT VEHICLE WILL NOT START. CUSTOMER WAS ABLE TO JUMP VEHICLE ON 10/25 TO DRIVE TO DEALER. CUSTOMER NOTED BLACK MARKS ON THE ALTERNATOR. CHECK CHARGING SYSTEM FUNCTION. CUSTOMER HAS EXT WARRANTY VIA ASSURANT - 100 DED CONFIRMED BY C.L****. QUOTED 180.96 IF EXT WARRANTY DOES NOT COVER CONCERN. CUSTOMER’S CONTRACT # ***********- DIAGNOSE AND ADVISE." Tech performed full charging system B2Q and GR8 test and confirmed battery was low. Alternator showed at 14 volts, which is a proper charge level for this system.

  We advised customer of findings and informed her that the extended warranty would not cover the battery. The service manager also advised the customer that most battery lifetimes last apx 4 years and confirmed the tech’s diagnosis was correct. Customer initially declined the battery replacement, then later on 11/8 (her actual apt date) she called back & approved the battery exchange. There is no relation between a computer upgrade and a battery replacement. The battery health tested low due to the age of the battery. The breakdown of charges is: $180.96 for the diagnosis and $342.95 for the battery replacement + $36.67 tax = $560.58. 

  Customer agreed to all charges prior to diagnosis & replacement. That repair order is attached for the work performed on 11/8.

• Initial Complaint

  Date:09/12/2024

  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.

  Paid for a service that was not completed and have called several times and left messages and no one has called me back. I know tires were not rotated because the name on the front tires are different from the back ones.

  Business Response

  Date: 09/12/2024

  Customer has been contacted and told that we will rotate her tires at no charge. We will also fill up the vehicle with gas. She will get back to us to let us know what day works best for her.

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2021 *** ******** in April of 2021. I added to my package *** remote start. It didn’t have an immobilizer. Since then thefts have occurred and a recall was issued. When I got my notification for the recall I contacted Dutch Miller in April 2023 to see if it would work with my remote start. I was told yes. I later scheduled an appointment and ask again will it work. The day of the appointment after waiting an hour they come out to tell with a paper dated for January 2021 that state no update was available for remote start yet. I was livid . Before leaving the dealership I contacted the customer service number for *** and opened a case. I was told the sale Manager from the dealership would be outside to talk to me. Cheyenne ****** came out to talk to me. My only option was to wait on a new update for remote or have the update and remote start disabled. For insurance purposes and feel safe I had the updated. I was guaranteed that when the update was available the would install my remote at no charge. I waited until September to contact *** customer about a update . After several email I was told to contact ******** * ***** ****** . I called and spoke with her. She said that an update was available and it had been working for remote start. My appt was today 9/28/2023 . After waiting an hour and half. I see my car sitting ready area. No one came in the waiting area to tell it was ready. When I go in The service advisor goes and gets Cheyenne. She goes on to tell me that it didn’t work and needs a connector. She going talk with her District manager next week. I paid extra for a remote start I can’t use after 2 years and still not 20, 000 on it. Some one is dropping the ball between *** and Dutch Miller ***. My time is being wasted going in for recall appointment and being asked to wait again. Refund my money for my remote start if you can’t fix it .

  Business Response

  Date: 10/03/2023

  The customer vehicle was repaired and the customer has the vehicle.

• Initial Complaint

  Date:08/31/2023

  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.

  We took in our Jeep because the car was missing on 6-25-22. On 8-26 our engine light came on. We ran a diagnostic on it so we would know what the code was. So 8-29 was our appointment. The day before we took the jeep down the back door lock broke and we requested they fix it also. We went over our ***** insurance and everything was covered. So to our surprise we were told we had to pay for their diagnostic and we questioned and they said because the door handle was not covered. We told them it was in the ***** guidelines and they said yes the lock was covered but not the handle. Under duress we paid the diagnostic fee. I asked if someone came in and needed that fixed would they run a diagnostic on it and the clerk said well he agreed with us but still had to pay. I called back several times requesting a manager but was never called back. So that day was wasted. Our engine needed a valve and neither was in stock. So we waited a couple weeks and got a call to come back, the parts were in. We went and they fixed the back door lock and handle but said the valve was not in yet. We had to pay 436.25 on 9-13-22 and they said not to worry we would have nothing to pay when the valve came in. We are STILL waiting for them to call us back. I have sent them a letter stating from 9-13-22 to now 8-30-23 we have yet to hear from them. I requested they send email or letter but we have not received anything. I sent the letter at the end of June. Here is my request... Since they only did half the work I want half of the money back. Our engine light is still on. Attached is the letter I sent to them. I do not want them calling us because we want everything documented in an email or mail. No calls are wanted from DM Their motto is "Friends and Family Pricing" if this is how they treat family I'm sorry for the family Total we paid for this very expensive venture; 8-29-22 pd 162.75 9-13-22 pd 436.25 Total paid 599.50 REFUND 299.75

  Business Response

  Date: 09/01/2023

  Our service advisor said on 8/26/22 the customer came in with issues pertaining to a cel light, rear latch issue and the driver’s side door handle was not working. We diagnosed the car that day 08/26/22 for all three issues. We found the rear latch and the driver’s side door handle were both bad and needed to be replaced. The cel light concern was diagnosed needing a purge valve. We called the customers extended warranty for the rear latch, the drivers handle and cel light issue. The extended warranty stated they would cover the rear door latch and the cel light issue, but not the driver’s door handle. There would be a $100 deductible when the parts get replaced. The only charge on this day was $162.75 for diagnosing the driver’s side door handle which included removing and reinstalling the inner door panel. This was something not covered by the extended warranty company.
  
  The customer agreed to order all parts to be installed on her next visit.
  
  The customer came back in on 9/12/22 to get the parts installed that were ordered. The rear door latch and driver’s door handle were here and ready to be installed. The purge valve was on backorder and could not be installed during this visit. The work was performed, and the customer paid the agreed upon amount at the time of ordering the driver’s door handle of $336.25 The customer also paid her $100.00 warranty deductible for the rear latch for a total payment of $436.25. The extended warranty paid 269.70 for the rear door latch that visit.
  
  The purge valve currently is still not replaced which is why the cel light is still on. The Purge valve is here and ready to replace on the customers vehicle. She can contact us to schedule an appointment at any time. We will reach out by email as requested and make sure this is fixed.

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  
  I have reviewed the response 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.
  
  They said in the letter you sent with their response that they would contact us by email but they never have. They are still lying but I guess there is nothing I can do at this point. Very dissatisfied still. They are a crooked dealership and I will let everyone I speak to about this and hopefully dissuade them from purchasing from DM. I do not trust them. Why did they not let us know the valve was there in this amount of time. See how crooked they are. Anyway. Sorry we have been ill and not able to get online for this. 
  **** *****

  Business Response

  Date: 09/28/2023

  *** ***** had stated he wanted to be contacted only via email. We emailed him on Sept. 18th but received no response. Dutch Miller is emailing him again today. Can this comment be added to our record of this complaint? We did what he asked 10 days ago, but he has not replied.
  
  Thank you
  
  S***** ******
  Dutch Miller Auto Group

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the response 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  I have checked my emails every day.  I looked back but do not see an email from the 18th.  However, I did get an email today requesting to get our jeep scheduled for repairs.  I have already responded back to ** *******.  We are finally in process of scheduling. 
  

  The only reason I chose not satisfied is because I didn’t see an email from the 18th. 

  
  Regards,
  
  **** *****

  Business Response

  Date: 10/02/2023

  Customer was contacted and has responded back to Dutch Miller. The repair is in the process of being scheduled.

  Customer Answer

  Date: 10/03/2023

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

  Regards,

  **** *****

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled an appointment with Todd Judy Ford to get my car diagnosed. I took it in on 7/25 and they said that I most likely needed a new engine and to bring the car back on 7/31 for them to pressure check the car. I got a call 8/1 that my car needed a new engine. Todd Judy contacted the warranty company who stated that I had to take it back to the selling dealer to have the warranty honored. I get it towed on 8/1 to Dutch Miller. They set an “appointment” for8/3 to get it in the shop. I get a text from them on 8/7 telling me I can track the progress of my vehicle. On the estimate the promised time is 8/7 at 5:00. I waited until August 12 to start calling to ask for an update. They tell me my car still isn’t in the shop- that they are working in date order. I asked for an estimated time my car would be in the shop- they can’t give me one. The service advisor couldn’t find my keys at He makes the comment- well maybe they are getting ready to take it into the shop and they took the keys out. He walks out and stares at my car. I walk out behind him. It was broken in to. We asked the service manager to release the tie back on the warranty. He says that he didn’t know what one was. I still haven’t heard anything about my vehicle. I can’t get a rental until the repair has been approved. I can’t get to work without my vehicle. They aren’t doing anything to get my vehicle in the shop.

  Business Response

  Date: 08/25/2023

  Brittany ****** never had an appointment with Dutch Miller CDJR. Brittany had her vehicle at Todd Judy who towed it over to Dutch Miller without coordination. Todd Judy claimed the warranty company told them it had to go back to the selling dealer. 
  
  The text message the customer is referring to is sent via our computer system once a repair order is written. This does not mean the vehicle is being taken into the shop or that the vehicle is being worked on. 
  
  When Todd Judy dropped the vehicle off, Brittany was told we would work it into the shop when our schedule would allow. Brittany's mother contacted the service manager, and asked why it hadn't been worked on. Our Service Manger explained to her since it didn't have an appointment and was towed in, we were going to work it in. The service manager then explained that the text message was sent because we wrote a repair order and that it would be looked at the week of the 21st. 
  
  Brittany is claiming that the vehicle has been broken into. We have no idea how long the vehicle was sitting at Todd Judy or what was in the vehicle when it was over there, being towed or sitting here. We see no physical evidence of a break in. 
  
  Brittany's vehicle was brought into the shop on 8/22 and diagnosed as needing an engine. The extended warranty company has requested the customer produce oil change records for us to send them showing the vehicle was properly maintained.
  
  As of 8/24 we are still waiting on those records to proceed. 

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  I have reviewed the response 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Brittany ******

• Initial Complaint

  Date:06/30/2023

  Type:Product 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 2018 Kia Forte from this establishment with several “extras” such as GAP coverage & some services. Unfortunately this vehicle was involved in an accident & deemed a total loss 3/2023. I have provided DM with all the paperwork showing that my existing loan for that vehicle has been paid in full to process cancellation checks for the services that I didn’t not get to fulfill, on 4/5/2023. I was told by Jordan ****** I would get a check in the mail in 2-3 weeks. Those weeks came & went so I inquired. After several voicemails he finally reached back out & told me two checks totaling around $1500 were mailed May 11,2023 I should get it in 2-3 days, I never received it. I called to let them know I never got it then I was informed about 2 weeks later, they were sending them to my old lien holder ********** ******** ****. *** never received them, I was told by Cathy they were being rewritten on June 2, 2023, they should get them within 3 days. I spoke to *** on 6/16/23, one check made it & had to be held 10 days & would be mailed to me on 6/28/23. I called 6/24/23 to see if the second check had made it & it had not then I was informed that the one check that was there was unable to be cashed so it would not be mailed to me. I reached back out to DM AGAIN & let them know how frustrating this is and how I was warning others. Supposedly now I have two new checks at *** that can’t be mailed to me until July 11, 2023 that’s IF nothing sketchy is going on with these checks too. It is so disheartening & unnerving that I bought a new vehicle with these same services on it & im left thinking what if the same thing happens again? Also these people have all my information & can’t do simple tasks such as write checks & mail them? Why are these checks being sent to *** when I’ve given proof I owe them $0? *** doesn’t even understand that part. I feel as if I should not have to wait any longer.. it’s been 3 months!! If you are reading this think hard about the “extras”.

  Business Response

  Date: 06/30/2023

  When a customer finances a vehicle and the monthly payments include finance products,  all cancellations of products and refunds go to the lending institution. 
  
  In this case the vehicle had been paid off and our accounting clerk sent the check to the lending institution by mistake. We contacted ********** **** and they had already cashed our check and told the customer they would issue her a check on July 11th. We can't stop payment on the check due to it being cashed already. 
  

  This was simply a misunderstanding and no harm was meant to be done to anyone. We always strive to give the best customer service and treat everyone with respect. We apologized to the customer and truly regret this situation. 
  
  --
  ***** ******
  Dutch Miller Auto Group
  General Manager

  Customer Answer

  Date: 07/17/2023

  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,

  Latasha ****** 

• Initial Complaint

  Date:01/19/2023

  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.

  This issue has taken place over the past seven months. Please see attached for detail and contact me for any additional information required.

  Business Response

  Date: 01/20/2023

  Complaint forwarded to General Manager Brian ****** on Jan. 20, 2023. Awaiting his response.

  Business Response

  Date: 02/10/2023

  This customer is understood to be the third owner of this vehicle, and contrary to the customer’s contention, Dutch Miller Kia is of information and belief based upon information that it has received that the vehicle does not have any basic or powertrain warranty through Kia.  Nevertheless, Dutch Miller Kia has intended to submit this to Kia with a request for a complete engine replacement, but needs maintenance records for the subject vehicle in order to submit this request to Kia.  Dutch Miller Kia has left messages and spoken with the customer multiple times in the past thirty (30) days in an attempt to acquire maintenance records but, to date, none have been provided.  The customer is encouraged to provide said maintenance records to the dealership as soon as possible.

• Initial Complaint

  Date:09/22/2022

  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.

  Dutch Miller kia of Charleston wv sold me a defective car but reported no problems with it at all. I've made 3 attempts to repair the car but can't seem to fix it.

  Business Response

  Date: 09/28/2022

  When the customer came to Dutch Miller Kia of Charleston ("DMKC") to look at the used vehicle in which he was interested, it had not yet been inspected in/serviced by the service department; therefore, DMKC was not able to provide a test drive at that time.  However, after the vehicle was inspected/serviced by the service department, the customer was offered a test drive.  He declined.  As the customer is aware, the vehicle was sold to him "as is" and he agreed to there being no warranty(ies), and DMKC advised him of the service estimate as to what DMKC determined with respect to the vehicle relative to repairs/conditions that may need addressed in the near future.  DMKC has copies of the documentation executed by the customer substantiating these things.  Accordingly, DMKC denies that it sold the customer a "defective car" and/or that DMKC "reported no problems with it at all".

  Customer Answer

  Date: 09/28/2022

  Better Business Bureau:
  
  I have reviewed the response 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.
  To say that I declined a test drive is a flat out lie. My son was with Me the entire time and will agree.  The estimate as to what DMKC relative to repairs/conditions that may be needed in the future was the tires in fair condition and that's all. I have documents to support this statement.  I feel like I was misled, due to my poor credit I wasnt given a choice of vehicles. I was told the Chevy trax was the only one I could get financed for and I have proof of this statement as well.
  Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:05/18/2022

  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 got a 2016 jeep Cherokee from Dutch miller and test drove told them it was making a noise they said they would look at it after 2 days I went there because it was shaking in the front service looked at it and said the brake and rotors look good. Then they put it in the shop on the 11th of April and now it needs a drive train and transmission module as well they said my brakes are bad and the rotors are warp. They are telling me they will only pay half of the brakes and rotors and I want the vehicle fixed. It is not my place to fix it they should have not sold it like that. I need help because they are refusing any more rental time and wants me to take it with bad rotors and brakes and I have to work. So they need to make this right. Please help. Thank you! They can fix it right all the way or give me something else newer for the price I'm paying.

  Business Response

  Date: 05/23/2022

  Dutch Miller of Charleston will be repairing this vehicle for the customer at no charge.  Unfortunately, due to the ongoing supply chain disruptions and corresponding delays in receiving parts, the dealership is still awaiting receipt of the necessary parts, but plans to schedule the repair as soon as possible.  If the customer has any additional questions or concerns, the customer is welcome to contact us at any time.

  Customer Answer

  Date: 05/23/2022

  [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,

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