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:06/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Brought my vehicle, a 2020 *** ******** ** for repairs as the vehicle would not run. they diagnosed the problem as a bad fuel pump. Pump was replaced but did not solve the problem. They continued to misdiagnose the issue by replacing several parts to the tune of over $8000. The warranty company paid for all the parts replaced, including the main engine wiring harness which they claimed was the problem. With the exception of the wiring harness, all the other parts, including the fuel pump, did not need to be replaced as they were not faulty. When I went to finally went to pick up my vehicle after 5 !/2 weeks, i was made to pay $1837.48 for the fuel pump replacement. As i previously stated, the fuel pump was not faulty. I have since filed a complaint with the company as well as with Kia of America - Complaint #******** - but have not heard from either.

  Customer Answer

  Date: 06/25/2025

  SEE ATTACHED 

• Initial Complaint

  Date:05/27/2025

  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.

  El 10 de abril del 2024 fui a comprar un nuevo carro y como no se inglés me vendieron un carro con una garantía extendida que no quería pero no me doy cuenta, entonces al día siguiente llamé y me pusieron una cita para el día 15 de abril y cancelé la garantía,resulta que al año voy a refinanciar y me doy cuenta que no cancelaron la garantía extendida y voy al consecionario para saber que sucedió y me dicen que por negligencia no la cancelaron,yo les enseño el papel donde ellos me dijeron que cancelarían y me dicen que no pueden hacer nada al respecto, pero que solamente pueden hacerlo si me compro un carro nuevo y les entrego el que tengo actualmente,no se hacen responsables por un papel legal de ellos mismos y es una práctica abusiva el chantaje de decirme que tengo que comprar un nuevo carro para ellos poder hacer su trabajo,es triste que me traten así y creo que tendré que llevarlos a una corte

  Business Response

  Date: 05/27/2025

  customer will be here tomorrow.we will take care of it.

  Business Response

  Date: 05/28/2025

  WE FIXED THE ISSUE

  Customer Answer

  Date: 06/02/2025

  [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 is satisfactory to me. 

  
  

  
  

  
  

  Thank you very much for your help, I am very grateful for paying attention to me, I think it is thanks to you that they told me that **** will return me 4771 USD.

  They didn't give me any paperwork or receipt, they just told me to wait a month, thank you very much, the truth is I felt stressed knowing how such an important company could be so negligent in complying your contracts

   

  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a SAFETY RECALL for our KIA ***************** can deploy at any time because of faulty system.We have followed all directions from the dealership to have this issue addressed.We keep getting the run around....... for example: parts are hard to get......example call back to confirm we have the parts.....come in to the service department to get the parts ordered.We have done all of this and showed up for our confirmed service appointment on 4/9/2025 for the repair only to be told again ....."we don't have the parts" "the parts are hard to get"We are getting the run around and there needs to be accountability

  Business Response

  Date: 04/09/2025

  ID# ********

   

  Good afternoon,

   

    With the information provided we are unable to locate a customer with that phone number or name in our system.  However

  we did have a customer come in today for an appt for a recall on a Niro under the name ********* ******.  If this is the same

  person, he was never here for this recall before and all parts are VIN specific and have to be order when the customer comes in.

  In which this is the first time seeing this vehicle since September 2024 and the recall was not out then.  So, we recorded the VIN #

  and ordered the parts under his name and they will be here in 3 to 4 days.  If this is the same person.

   

  Sincerely,

   

   

   

  ****** *****

  Service Director

  Customer Answer

  Date: 04/11/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23180986

  I am rejecting this response because:

   

  This is how our experience has evolved since purchasing the car.  The KIA ***** was in the dealership after the purchase where it had 2 items addressed.  There was a faulty piece of trim that needed repair and we had a roof rack added after the purchase.

   

  We received the *** recall letter dated 2/27/2025.  We reached out to the dealership and were instructed to bring the vehicle into the dealership to get the recall parts ordered.

   

  On Thursday April 3rd I went into the dealership and met with service person ******.  I only gave her name to authenticate the nature of the engagement....she was awesome.

   

  The result of that in person at the dealership meeting was as follows.....it was expressed to me the parts would be ordered so they would be at the dealership and when did we want to set up the service.

   

  We scheduled the service for 7AM on Thursday April 9th

   

  The service person at the desk at that time on  April 9th at 7am asked me to go to the customer wait lounge while he figured it out.  The final result was finally determined the parts were not at the dealership........and was instructed......"you should keep checking back with the dealership to see if the parts are available because they are very difficult to get".  "I don't know what else to tell you"

   

  Better scenario would have been for the customer service person at that point to advise that he would get the parts ordered and get a 2nd  appointment set to address the RECALL.

   

  That morning was a total waste of time and energy and the customer service person could have/should have known what else to tell me as in lets get the parts ordered and lets get an appointment set up to get you fixed up

   

  Anyway.....the goal is to not waste anymore of our time and get the RECALL addressed.

   

  It would be great to have a point person to get this accomplished so there is more accountability in the process.

   

  We can be reached at ************

   

  Thank you for you help with this 

   

   

  Regards,

  *** O

  Business Response

  Date: 05/27/2025

  national back up on the parts,customer has an appointment for June *********

  Business Response

  Date: 05/28/2025

  HAS BEEN RESOLVED

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company agreed to send out a repair check of $640 for the window seal leak that was not stated about before the purchase. It’s been three weeks and Finance department will not call or email me with any update. Call the company and I could never speak with someone about this matter.

  Business Response

  Date: 06/02/2025

  we took care of the customer.

  Business Response

  Date: 06/03/2025

  problemresolved,

  Business Response

  Date: 06/03/2025

  we took care of the customer. problem resolved,

• Initial Complaint

  Date:01/27/2025

  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.

  I bought a used car out of state on 11/25/24 and they never bothered to submit the necessary paperwork to the DMV. Truck was delivered with a temp tag expiration date 12/25/24. I went the DMV on 12/16 and they told me to contact my dealer to submit the paperwork. I contacted Kia Greenway and they said paperwork is submitted (total LIE) and they sent me a new temp tag that expired on 1/15. Went to DMV second time, same story, paperwork not submitted. Went a third time (temp tag now expired) and still no paperwork submitted! Now I can't legally drive this truck!
  
  Alejandro in sales is absolutely no help. When I called and asked to speak with him, he didn't call back. Instead, he sent me a text instructing me to send a text to Victor in finance. Talk about excellent customer service! I’m not calling you to have you tell me to text somebody else - I’m looking for an answer as to why you haven’t done your job.
  
  Victor in finance told me a highlight reel worth of lies, my personal favorite was “it’s ok to drive with the expired registration. If you get pulled over we will pay for your ticket.”
  
  Just ridiculous stuff at this point. I request to speak with a manager, and he tells me that the manager will contact me. Who calls me back? Victor from finance, stating he can't send me another temp tag but he will overnight me a "dealer plate", and that it’s “OK to drive in 50 states with this plate.” When I press him to send me a picture of any paperwork that would accompany the plate, he deflects and refuses. This guy isn't very sharp and he lied to me multiple times. Typical dealership finance guy.
  
  I call the front desk and ask for the manager, explain my situation to receptionist, and still no call back. I have a truck with expired temp tags that is illegal to drive, and nobody at this dealership cares. Thanks Kia Greenway!
  
  Also, somebody there is selling customer information. Since I bought this truck, I get about five spam phone calls per day about the truck.

  Business Response

  Date: 05/28/2025

  HE GOT HIS REGISTRAIN HE IS HAPPY. IT WAS OUT OF STATE DEAL.

• Initial Complaint

  Date:01/02/2025

  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.

  Dealer did not advise me of an aftermarket product (interior protection) added to sales contract and did not provide me with any information regarding the product or policy when sales contract was signed. In addition, they inflated the mileage on the vehicle paperwork by 9,000 miles.

  Customer Answer

  Date: 01/15/2025

  They have reached out to me and have advised they are having the odometer discrepancy fixed on the title. Thank you for following up

  The business has Resolved the issue

  **** 

• Initial Complaint

  Date:10/03/2024

  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.

  We purchased a car from them and they assured us they had run a full diagnostic on the vehicle. They also told us we would be getting a 4 year warranty. They lied about the warranty and gave us a 3 yr warranty. Then 1 week later the a/c has gone out. They refuse to help us. Absolute terrible customer service. We call for 3 days to get our warranty information because they said they would email it and never did. So my car sat in the shop for 3 days and no work was done while We waited. The general manager assured us it would be taken care of. My husband had to call and get upset with them and magically it was emailed in 5 minutes. They treated me like complete garbage after we had purchased the vehicle.

  Business Response

  Date: 10/11/2024

   I PERSONALLY TALKED TO CUSTOMER. WE FIX THE AC HE PICKED UPTHE CAR. 

  Customer Answer

  Date: 10/11/2024

  [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 22375056, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Christine Gomez

  
  

  
  

  
  

   

• Initial Complaint

  Date:09/05/2024

  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.

  I purchased a 2024 ************ from this dealership on June 8, 2024. I traded my 2008 ***** Civic with ******* miles on it, plus put $700 down for this purchase. They waited 2 months AFTER I purchased the vehicle to contact me and tell me the deal did not go through, after they had sold my trade in. *********, the finance manager who handled my loan claims to have contacted me yet I have records to show I had no contact from him or the dealership from June 8 until July 27. The only thing I have is a paper trail from August 6 all the way through the week after of them dragging my credit score down even further without my permission by running my credit through literally 8 different banks! I sought resolution from the dealership and they said due to the amount of miles that were put on the vehicle I am not entitled to my money for my trade in or down payment. If there was no deal on the purchase then my trade in is still to be in my possession and my down payment is to be refunded. I began calling the dealership on July 20 when I hadnt received any information on where to make my first car payment. The response I received 7 days later was that I needed to bring the sportage back, come to find out it was because the loan never went through and Christian never contacted anybody about it. Now, here I am sitting with a 8 year old with autism and adhd and a 7 year old with adhd and no vehicle to take them to therapy or their doctors appointments, and no compensation back from this dealership. I will settle for a refund of the $700 I put down and the $1,300 which is the median price between what they gave me for my trade in and what the ***** Blue Book value of my trade in was. I need help with a resolution because they have yet to show me any contract where I agreed to allow them to do this as they claim. I never received loan documents and the car they took had any loan information in it so I just have to trust their word on it which is null per circumstances.

  Customer Answer

  Date: 09/17/2024

  Hi *******. No they have not reached out to me to resolve the issue. I have spoken with them in the past and they are refusing to resolve the issue, and I say that because they have blown me off after repeated calls and emails Ive placed to them with the promise Ill be called back and I am never called back. The last conversation I had with them they told me they werent giving me any refund back but that I could come back with another down payment and try to get into another car since they have sold my trade in and taken the ***************************************************************************************************************** why would I continue to do business with them for them to in fact steal and sell another vehicle I purchase from them?  Their response to that is I should just trust them.  But no they have not responded to me at all. 

  Business Response

  Date: 05/28/2025

  SHE NEVER RESPONDED US FOR 6 MONTHS SHE DROVE THE CAR WAS SUPPOSED TO GIVE US A PAYSTUBS. WE GAVE HER CHECK

• Initial Complaint

  Date:05/14/2024

  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.

  I paid for an extended warranty that was included in my loan. Vehicle delivery August 31, 2023, I then decided to cancel it within a few weeks and I went into the dealership, and I signed the paperwork that I was supposed to have signed (in Nov or Dec. 2023) and to date approximately five to six months later, it still has not been credited to my loan. I have called, emailed, left messages about this. Ive even left bad reviews to no avail. **** in finance told me its been sent to Kia ******** Ive called them and they say its not been recd. Im at my wits end about how to get this money back. I paid $50,000 down and my loan was about $10,000 before the added $3,600 for the extended warranty. They also gave me less than $5,000 for my trade and less than 18 hours I tried to buy it back and they wanted over $10,000. This car still looked almost brand new after 8 years and ******* miles. They are a disgrace. *** even had a conversation with the ** ******************** )I think that is the proper spelling hid name). I just want the $3,600 credited to my loan so I can pay it off. Its funny that I cannot find anything paper for this entire transaction. I always keep documents but I have nothing regarding this transaction. Thank you.

  Business Response

  Date: 06/04/2025

  its resolved.

  Business Response

  Date: 06/09/2025

  it has been resolved

  Customer Answer

  Date: 06/16/2025

  No refund was ever issued. 

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

• Initial Complaint

  Date:05/02/2024

  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 2022 ******* Tuscon from Greenway Kia at the Avenues on 4/6/24. There are some items that we agreed upon that were not completed. I have emailed & called the dealership several times, left 2 voicemails. After no response, I returned to the dealership on 4/20/24 and was told no one was available to help, and that I needed to speak to a manager. They took my name & number, but no one contacted me. I called again on 4/23/24 & was told I would have to come back midday on a weekday to try and find a manager to "hear me out". As a school teacher, I do not think it's unreasonable for a manager to call me after 4:30 p.m. on a weekday, any time on a weekend, or to email me to schedule time to resolve this, yet no one will respond. The issues are: 1) I was promised (and paid $1k+) for a ceramic coating and full detail of the vehicle on 4/6/24. I waited nearly 2 hours for these services, and was told they were completed; However, after I left the dealership, it became apparent that they were not completed as there were obvious wasp and moth nests in and on the outside surface of the vehicle. Also, while subsequently cleaning the vehicle myself, I found a half empty bottle of lotion in the back seat with what appear to be human private hairs stuck to it. 2) I was promised it would be filled with gas, yet on the way home from the dealership I had to stop because the vehicle was literally on Empty. 3) I was promised that the oil would be changed, yet when I inspected it after I got home, it was a full quart low on oil, and the existing oil in the vehicle was very dirty (I am a former mechanic). 4) Finally, I asked for the key for the lug nuts on the vehicle on 4/20 (the lug nuts are locked and require a key in order to remove them) but haven't received them. This has been very frustrating and disappointing. I want very much to settle this amicably, especially considering that these are very easy items for Greenway Kia at the Avenues to address.

  Business Response

  Date: 05/27/2025

  issue has been resolved

  Customer Answer

  Date: 06/02/2025

  For the record, Greenway *** did NOT contact me or make any attempt to resolve this issue. Thank you, *****