Complaints

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

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• 

  Boniface-Hiers Kia

  3890 W. New Haven Ave. Melbourne, FL 32904 Melbourne, FL 32904

• 

  Boniface-Hiers Kia

  625 E Nasa Blvd Melbourne, FL 32901-1943

• 

  Boniface-Hiers Kia

  880 S. Apollo Blvd Melbourne, FL 32901-1943

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:06/04/2025

  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 purchased a vehicle on 03-17-2025. I also purchased two maintenance contracts, totaling $3674. I then requested cancellation of the maintenance contracts but the company repeatedly told me the contracts are NOT cancelled and the car dealer is refusion to return my money, saying it takes a lot of time to cancel.

  Business Response

  Date: 06/09/2025

  Thank you for the opportunity to resolve the customer's complaint. 

  **** ********, General Manager of Boniface Hiers Kia has been following up on the status of the customer's refund, and I am told that it is being shipped to him by *** 6/09-06/10  and he should have the check either tomorrow 6/10 or Wednesday 6/11 at the latest. 

  This should effectively be the desired resolution for the customer, and we will consider the matter closed at this time,  from our end. 

   

   

   

   

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23417848
  
  I am rejecting this response because:

  although they said I would be receiving the check by 6/11 (at the latest), still havent received any check via ****  Its now June 13. Still trying to delay payment. Very strange that they would send a package by *** without a tracking number?
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/16/2025

  The package was sent by *** as we had told the customer in our last response. We would never hold funds that belonged to the client, that is not our business process for nearly 50 years in *************** 

  Unfortunately, and we apologize for the mixup, the *** package was addressed incorrectly (see attached photo pdf.) 

  Our General Manager, **** ******** reached out to the customer who told him that *** Next Day Air had contacted him and gotten the correct address from the customer, and the check was now in the customer's possession. 

  The customer told our General Manager that he would be closing the complaint since he now was in possession of the check. 

  Please consider this our final response to the complaint as the customer's desired resolution has been met. 

   

   

   

   

  Customer Answer

  Date: 06/18/2025

   
  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:06/03/2025

  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.

  I am filing this complaint against Boniface Hiers Kia and ******************** due to the mishandling of my vehicle repair, lack of communication, and unresolved issues related to my 2021 *** ***** GT. My car was at the dealership for nearly two months for a transmission replacement, and when I finally received the vehicle back, I immediately noticed new issues that were never present before.Since then, my case has continued to be handled poorly, with repeated communication breakdowns and errors including the fact that as of today, June 3, *** still has the wrong *** number on my file, further delaying any possibility of resolution.Timeline of Events:April 10: I brought my vehicle in for a transmission issue.April 25: I was told the replacement transmission could not be programmed and a new one needed to be ordered.May 13: I submitted a buyback request and was told a case manager would reach out that never happened.May 19: I was told there was no *** on the new part.May 28: Without any updates or notice, I was suddenly told the car was ready for pickup.May 28: I called *** ********* and was told my case had never been properly filed and had the wrong vehicle information listed.June 3: I followed up again and was shocked to learn that the *** on my case is still incorrect, weeks after I first raised the issue. This has made it impossible to get proper support or movement on my case.Post-Service Issues:After picking up my vehicle, I immediately noticed it was pulling to the left while driving a problem I had never experienced before bringing it in. When I brought this to the dealerships attention, I was told I now need new tires, which should have been identified and addressed before returning the vehicle to me, especially after it sat with them for two ********* addition, the car is now making a weird mechanical noise, which I now have to investigate myself.

  Customer Answer

  Date: 06/04/2025

  I am filing this complaint against Boniface Hiers Kia, *********, ******* and ******************** due to the mishandling of my vehicle repair, lack of communication, and unresolved issues related to my 2021 *** ***** GT. My car was at the dealership for nearly two months for a transmission replacement, and when I finally received the vehicle back, I immediately noticed new issues that were never present before. Since then, my case has continued to be handled poorly, with repeated communication breakdowns and errors including the fact that as of today, June ****** *** still has the wrong *** number on my file, further delaying any possibility of resolution.
  Timeline of Events: April ****** I brought my car in for transmission issues and was told that they couldnt find anything wrong with the car. On April ******* I took a video of what what was happening and they confirmed I needed a new transmission. April *******: I finally received an update and I was told the replacement transmission could not be programmed and a new one needed to be ordered. May 1******: I submitted a buyback request *** Consrumer Affairs and was told a case manager would reach out that never happened as today June 4th, 2025 May *******: I called for an update and was told there was no *** on the new part. May 28: Without any updates or notice, I was suddenly told the car was ready for pickup. May 28: I called *** ********* and was told my case had never been properly filed and had the wrong vehicle information listed from the beginning and was never submitted/escalated June 3: I followed up again and was shocked to learn that the *** on my case is still incorrect, weeks after I first raised the issue. This has made it impossible to get proper support or movement on my case. Post-Service Issues: Finally, after picking up my vehicle, I immediately noticed it was pulling to the left while driving a problem I had never experienced before bringing it in. When I brought this to the dealerships attention, I was told that an alignment was supposed to be completed after the transmission change but it was not completed due to the car needing new tires, which should have been identified and addressed before returning the vehicle to me. This is a perfect example of the lack off and horrible communication I have received through this whole ordeal especially after it sat with them for two months. By them not fully communicating the issue of the tires and not conducting an alignment, the car was a safety hazard on the road to include my safety and everyones safety around me.  On June 4th, 2025, a new weird mechanical knocking sound appeared coming from the engine bay. I immediately took it back to the dealership and their comment was, a possible loose s**** from the the transmission change.  So, on top of the bad communication, incorrect diagnosing of the issue on the first time I took it in, they also cannot fix the issues correctly.  This has caused emotional and financial distress because I am a Nursing student on my final semester in which I rely on my car for classes, clinical and my part time job.
  
  
  
  

  Customer Answer

  Date: 06/04/2025

  I am filing this complaint against Boniface Hiers Kia, *********, ******* and ******************** due to the mishandling of my vehicle repair, lack of communication, and unresolved issues related to my 2021 *** ***** GT. My car was at the dealership for nearly two months for a transmission replacement, and when I finally received the vehicle back, I immediately noticed new issues that were never present before. Since then, my case has continued to be handled poorly, with repeated communication breakdowns and errors including the fact that as of today, June ****** *** still has the wrong *** number on my file, further delaying any possibility of resolution.
  Timeline of Events: April ****** I brought my car in for transmission issues and was told that they couldnt find anything wrong with the car. On April ******* I took a video of what what was happening and they confirmed I needed a new transmission. April *******: I finally received an update and I was told the replacement transmission could not be programmed and a new one needed to be ordered. May 1******: I submitted a buyback request *** Consrumer Affairs and was told a case manager would reach out that never happened as today June 4th, 2025 May *******: I called for an update and was told there was no *** on the new part. May 28: Without any updates or notice, I was suddenly told the car was ready for pickup. May 28: I called *** ********* and was told my case had never been properly filed and had the wrong vehicle information listed from the beginning and was never submitted/escalated June 3: I followed up again and was shocked to learn that the *** on my case is still incorrect, weeks after I first raised the issue. This has made it impossible to get proper support or movement on my case. Post-Service Issues: Finally, after picking up my vehicle, I immediately noticed it was pulling to the left while driving a problem I had never experienced before bringing it in. When I brought this to the dealerships attention, I was told that an alignment was supposed to be completed after the transmission change but it was not completed due to the car needing new tires, which should have been identified and addressed before returning the vehicle to me. This is a perfect example of the lack off and horrible communication I have received through this whole ordeal especially after it sat with them for two months. By them not fully communicating the issue of the tires and not conducting an alignment, the car was a safety hazard on the road to include my safety and everyones safety around me.  On June 4th, 2025, a new weird mechanical knocking sound appeared coming from the engine bay. I immediately took it back to the dealership and their comment was, a possible loose s**** from the the transmission change.  So, on top of the bad communication, incorrect diagnosing of the issue on the first time I took it in, they also cannot fix the issues correctly.  This has caused emotional and financial distress because I am a Nursing student on my final semester in which I rely on my car for classes, clinical and my part time job.
  
  
  
  

  Business Response

  Date: 06/05/2025

  From ******* *****, Service Director:
  
  
  The customers timeline is correct with all repairs. We diagnosed and replaced the transmission and upon replacement, the new transmission was slipping so we contacted *** for approval to replace the transmission again. Unfortunately, the transmission was on backorder adding to the delay. There were no delays on our end, only the process with Kia *****line for the approvals, and the ensuing backorder.  The customer was provided a rental/ loaner during the entire time. 
  
  During the process, the customer did feel she was not kept informed enough from her consultant Tiger here at the store. We reassigned the handling of the client to ***** (Goose) ******. 
  
  The vehicle was returned to the customer during the last week of May without any further issues.  I received a call from the mother of the vehicle owner on the following Saturday claiming that we did not align the vehicle and stating that it had a pull to one side and that car had not been cleaned thoroughly.  I explained that the vehicle does not require an alignment for a transmission replacement since the subframe does not get removed, but to appease the customer,  I would align it at no charge and re-clean her vehicle.  The owner brought the vehicle in on June 4th,  and we determined she had a tire that was separating causing the pull,  and the others were at low tread ,so we recommended the tires be replaced before we could align her vehicle.  The customer stated she would take vehicle elsewhere to purchase tires, and regardless of where the tires were purchased,  we committed to the free alignment upon her return.  
  
  Mr. ***** said that due to the wrong VIN number still being on file with ***, and the customer wanting to have *** reopen a buyback request, and assign a case manager, it would be up to the customer to contact *** directly about her complaints of the wrong VIN # still being on file, and to have the buyback request re-opened. There is nothing else able to be done from the Boniface Hiers Kia side as buybacks are entirely a matter between the customer and the manufacturer.  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23414825
  
  I am rejecting this response because:After hearing a knocking noise coming from the engine, I brought my vehicle back to Boniface Hiers Kia and was informed by Goose that the car had 1.5 quarts of excessive oil, which they believed could be the cause of the noise. I was told the dealership would drain the excess oil and refill to proper levels to determine whether that resolved the issue.
  
  
  However, when I later spoke with ******* ****** he contradicted that statement. He told me the vehicle was not making any knocking noise when I brought it in on June 3rd, and that the excessive oil was only discovered while checking the vehicle for loose screws  not as a result of the concern I reported.
  
  
  I attempted to express my concern to Mr. ****** explaining that it was troubling they had my car for nearly two months and still failed to detect this issue earlier. Rather than addressing the concern, Mr. ***** stated, Im not going to have a debate about this. When I asked to speak with someone higher, he dismissively told me, You can speak to whoever you want.
  
  
  I have a recording of this conversation with Mr. ****** which can be provided if needed to support my claims about what was said regarding this situation.
  
  
  At this point, I am requesting to speak directly with General Manager **** Fullhart regarding this matter. I was told the car was safe and ready for use, yet I was placed back into a potentially unsafe vehicle without transparency or accountability. This situation is unacceptable and requires immediate attention.
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 06/05/2025

  I am writing to formally respond to the statement made by ******* ***** of Boniface Hiers Kia regarding the service and handling of my 2021 *** ***** GT.
  
  
  Transmission Repair Timeline and Delay
  Mr. ***** confirmed that the transmission had to be replaced twice but failed to mention that I originally brought my car in on April 7, 2025, and was told there was nothing wrong. It wasnt until I returned on April 10 with a video showing the issue that the dealership acknowledged the problem. This delay in diagnosis contributed to my car being out of service for nearly two months.
  Conflicting Explanations for New Issues
  After getting my car back, I noticed a knocking noise in the engine and that the vehicle was pulling to one side. A technician (Goose) told me the knocking was due to 1.5 quarts of excessive oil. However, when I spoke to Mr. ****** he stated that no knocking noise was present and that the excessive oil was only discovered while checking for loose screws. These explanations directly contradict each other and raise concerns about transparency and accuracy.
  Unprofessional Conduct
  When I tried to express my concerns to Mr. ****** he told me, Im not going to have a debate about this, and when I asked to speak to someone above him, he said, You can speak to whoever you want. I found his tone and approach extremely dismissive and unprofessional. I have a recording of this conversation to support my claims if needed.
  ******************** Mishandling
  I opened a buyback case with ******************** on May 13, 2025, and provided all necessary documentation. After weeks of no response, I followed up and was told my case was never escalated properly. I had to resubmit everything. Later, I found out *** had the wrong vehicle associated with my file (a 2017 *** ******* That was not my error, but it further delayed the process. When I informed the dealership, I was told there was nothing else they could do and that I had to deal with *** directly.
  
  
  
  
  In summary, Mr. ****** response misrepresents the situation and shifts responsibility away from the dealership. My vehicle was returned with new issues, I was given inconsistent explanations, and I was treated dismissively by staff. I am requesting this matter be reviewed thoroughly and taken seriously.
  
  

  Customer Answer

  Date: 06/05/2025

  I went to Boniface Hiers Kia to pick up my vehicle and review the paperwork for the service that was performed. While going over the document, I asked that it include the exact amount of oil that was drained from the engine, as this detail had not been documented. I explained that I would not sign the paperwork until that information was clearly stated.
  
  
  I was told by the employee that they dont work on each others notes, and when I reiterated that I would wait to sign until Goose (***** ******) the advisor assigned to my case was available to make the correction, I was told I would not be given my car if I didnt sign the paperwork.
  
  
  I find it completely inappropriate and unacceptable that an employee attempted to withhold my vehicle as a way to pressure me into signing a document I did not agree with. This type of behavior is not only unprofessional, but also raises serious concerns about the dealerships accountability and transparency.
  
  
  I again clarified with the staff that Goose was the only person authorized to change the documentation, and they confirmed that. I pointed out that the dealership was still open, yet I was being denied the opportunity to have my records accurately updated before signing. For that reason, I left without signing and retained the loaner vehicle.
  
  I am requesting that the documentation be corrected and provided to me with complete service details before I am asked to sign anything further.
  

  Business Response

  Date: 06/11/2025

  We contacted the Service Director, ******* *****, who updated the information regarding this case, to address the client's latest response. 

  On this particular visit that the customer is now referring to was for a ticking noise in the engine.  Once again we gladly placed the customer in a loaner car at our expense. Upon inspection of the vehicle we were not able to reproduce the noise she described, there simply was not one at that time. We performed an inspection of engine and found that the oil had been overfilled by 1.3 quarts, and crucial to note that the customer does not perform her oil change maintenance(s) at our Kia ************ We drained the oil and refilled it to the correct level strictly as a courtesy, and also kept vehicle overnight so that we could "cold start" the engine in the morning and check if there was a noise present at that time. Once again we determined that there was no noise present.  This information was shared with the customer , but again unfortunately was met with blame, accusations, and debates of how poorly our service has been, whether previously or presently.  At that time, we asked the customer to pick up her vehicle and return the loaner.
  
  The customer's receipt is complete, and documents the amount of oil overfilled. No other modifications will be made.  Additionally and most importantly, since this BBB case has been started, the customer has traded the vehicle in at another location and no longer owns this vehicle.  We request that this case be closed at this time since there is nothing more to discuss regarding the vehicle. 

• Initial Complaint

  Date:04/25/2025

  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.

  About 3 weeks ago I went to this dealership and purchased a 2015 ******** xts luxury the salesman and dealership both failed to disclose to me any of the problems the car had. After about two days of hearing a loud grinding noise from the rear drivers side the compressor for the air shocks went out. Then I took it back for them to tell me what was wrong and they did a diagnostic test and there was 8 different codes showing up all of about 3 were safety issues. The car has stalled on me twice in traffic while driving and then the check engine light came on so I took it to auto zone to have them figure out what codes were reading now. After receiving the results from auto zone it was another code added on to the 8 from the dealership and it was said to be a major safety issue by the auto zone salesman. All of this while they guy who did my contract told me he locked me into payments off $511 only to find out after signing the paperwork its was more like $540 so Im paying $500 on a car that I have question the safety of every time I go to work or pickup my kids from school

  Business Response

  Date: 04/28/2025

  From **** ********: General Manager

  The vehicle received a basic safety inspection on 3/17/2025 and passed the safety checks. Car was sold 3/31/2025 "As Is" to the customer. 

  The customer brought the vehicle back on 4/10/2025 with a rear suspension issue, which was not covered under any type of warranty. (Sold As Is)

  Since there is no exchange option, Mr. ******** would entertain attempting to trade the vehicle with the customer, but the customer should contact Mr. ******** directly at the *** dealership if that is his decision. 

   

   

• Initial Complaint

  Date:04/14/2025

  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.

  Date of Transaction-4/5/25 My two Complaints - False Advertising: If the dealership advertised a specific car but sold you a different one, they could be in violation of advertising laws. This includes any misleading representations of the cars features, price, or condition. And Bait-and-Switch: This is a deceptive tactic where a dealership advertises one car at a certain price but attempts to sell a different, often less desirable or more expensive, car. I am writing to formally express my dissatisfaction with the recent experience I had at the dealership, Boniface Heirs **** and requested immediate action regarding a discrepancy between the vehicle promised and the one delivered. On Friday April 4th, I visited the dealership with the intention of purchasing a used car, but was then told (and shown) I would get a better deal with a 2025 Kia ******** EX and all its features. It was 7:50pm, after 3 and a half hours- My husband and I were told to come back Saturday April 5th due to a system shut down. After discussing the terms and finalizing the paperwork Saturday April 5th, we went home in the Kia ******** EX. After being home for 2 hours, we were told to come back to the dealership because we had the wrong car. We were never told we were getting a different trim than the one that was shown to us the night before. When ***** told us to come back she called and texted (insisted) the car we were switching for, was the exact year/make and model, never once mentioned it was a different trim. When we arrived back to the dealership, I was provided with a different vehicle, the 2025 Kia ******** LX. This is not the car that was promised to me, and I am extremely disappointed with the handling of this situation. I have attempted to resolve this issue through direct communication with the staff and management, but as of now, the matter remains unresolved. ***** and/or ****** are both saying the car I was originally shown is the one I have now, and that is not true.

  Business Response

  Date: 04/16/2025

  I spoke with **** ********, General Manager of Boniface Hiers Kia.

  Mr. ******** stated that the *** store indeed delivered the wrong car. He found the error very quickly and had the customer return to the dealership the same day. The customer was given an explanation of exactly what happened, and then we redelivered them in the correct vehicle. At the time of redelivery, the customer was fully aware of the error, and we were completely transparent.

  The entire transaction was completed on the *** ******** with a vehicle identification number:  *****************, and on both days that was the same vehicle all price and paperwork was negotiated and presented on. On the day of delivery, our employee ******** accidentally took the wrong vehicle to get prepared for customer delivery which subsequently went to the client by mistake. 
  

  This absolutely was not a bait and switch tactic as the client states. We negotiated on the same vehicle over a two day period, the false adverting claim is not at all how our company  conducts business... we apologize for the inconvenience of the client having to return , but all we did in error was deliver the wrong vehicle, and we fixed the issue with the customer's total knowledge, understanding, and agreement as to what had taken place. 

  For the customer's inconvenience and extra time spent at the dealership, Mr. ******** would like to offer the customer $200, strictly as a one-time goodwill gesture to resolve the situation. 
  
  

  
  
  
  

   

• Initial Complaint

  Date:03/20/2025

  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.

  This complaint is against Boniface Hiers Kia Located at ******************************************* *********, ** ***** I attempted to Finance a purchase 2022 *** k5 GT-LINE STOCK# KL3975A VIN5XXG64J22NG124362 Price total shown on their website ****** On March ******* I contacted the dealership and spoke with ******** who I advised I was needing a finance purchase and I explained my credit situation and job title and I explained to her I was already pre-approved with ****************** and ***************** credit acceptance, santander consumer ***, I told her Iam self employed and work for ************ and **** I ask her would that be an issue for financing she said no and that she dealt with other approvals customers who worked for ******** and **** she stated an finance application is needed and to submit on the website. So I submitted an application same day Their website stated Congratulation I was pre-qalified so I called back and spoke with ******** told her completed the application and was pre-qualified she told me that means I have a higher chance of *** finance alone she ask what vehicle I wanted I stated I want a 2025 *** k4 she said a finance manager will call me the next day in the morning for an approval or denial. On March ******* At 8:31 am a sales agent name ** told me I was Approved for finance and that the finance manager found me a lender but I was only approved for a percific car which was the 2022 *** k5 gt-line I agreed to proceed he said all I gotta do is come in a signed to contract and have the ***** down payment I also ask do I need to upload any documentation he stated no because the bank didn't ask for any documents as he stated just come in the car is ready for me to pick it up I told him is he sure I don't want to drive a 2 hr drive if I was not really approved he ensured me I was truly already approved I trusted this dealership and proceeded to drive to *********, ** Please see attachment letterhead for full complaint details:

  Business Response

  Date: 03/20/2025

  Thank you for the opportunity to resolve the customer's concern / desired resolution. 

   

  From General Manager: **** ********

  We apologize that the customer had driven a long way to our ********************** dealership in *********, ******* from *******, Fla with the intention of purchasing a vehicle, but in the end, finding that we were not able to complete the deal. We had an approval from ************** and asked the customer to come in. We then called ****** to go over the final deal structure and were informed that the deal would not fund due to the customer's type of employment. This was our fault, it was in their guidelines and we missed it. Our intention is always to be able to assist a customer with the purchase of a vehicle, and we again apologize that this ultimately could not be worked out. 

  Boniface Hiers Kia is having a "goodwill reimbursement" check cut for the $201.00 and is mailing it to the customer,  as this was his desired resolution. 

  We consider the case closed now that the client will be reimbursed for the $201.00. 

   

   

• Initial Complaint

  Date:02/03/2025

  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.

  I am writing to file a formal complaint regarding an issue I experienced with a vehicle I purchased from [Boniface hires ***** The vehicle was brought in for routine maintenance, during which the dealership inadvertently deleted the mileage from the odometer. After two months, the mileage was somehow restored, but I no longer feel comfortable keeping the vehicle due to concerns that the odometer was tampered with, whether accidentally or ****** a consumer, I should not be put in a situation where Im uncertain about the integrity of the vehicles mileage, especially considering the substantial investment I made in purchasing a relatively expensive car. The dealership has acknowledged that this issue had never occurred before, but that does not alleviate my concerns.I reached out to the General Manager of the dealership, who informed me that they would buy back the vehicle, but I would still owe them money. This response is both unfair and unacceptable. The dealerships system error, which affected the vehicles odometer, took two months to resolve, and rather than addressing the issue appropriately, the dealership has downplayed the severity of the situation.I respectfully request that the dealership either:Buy back the vehicle and reimburse me for the payments I have made up to this point, or Accept the vehicle as a trade-in and apply the payments I have made as a down payment towards a different vehicle.

  Business Response

  Date: 02/04/2025

  The customer came into service 11/27/24 with ****** miles. His concern was that the radio screen cuts in and out over bumps, or cut out completely. We diagnosed the cause having  opened a Techline case with ***, and it was determined that the instrument panel cluster assembly was faulty. A new cluster assembly was ordered, and since the mileage is stored in the computer system, the proper procedure includes having the new dash assembly programmed with the mileage that is stored in the computer. The mileage is accurate to the vehicle and proper procedures were followed. The customer was provided a loaner vehicle at ***'s expense during the time the vehicle was out of service waiting on the dash cluster to ship in. 

  With regard to buying the vehicle back, the customer will be responsible for any loan amount above the current market value of the vehicle. If the customer has equity, the store will issue the client a check, after we receive the free and clear title from the lien holder. 

  We would be happy to assist the customer in trading or offering an "off the street" purchase of his ***. Customer would follow up with Mr. **** ********, General Manager, if he wishes to trade or sell the vehicle as outlined above. 

   

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22881884
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

   

  Thank you for your response. However, I want to address several points of concern regarding the handling of my vehicle's odometer issue.
  The dealership informed me that this was the first time this issue has occurred, but I do not believe there was a clear policy or procedure in placeor followedin this case. As you are aware, there are federal guidelines such as Title 49, Section *****, that govern odometer adjustments, and I was not provided with any information regarding the remedy or the proper steps taken to comply with these regulations. This raises concerns regarding the legality and fairness of the situation.
  Furthermore, I do not believe that offering an "off the street" buyback is an equitable solution. When I initially purchased the vehicle, the dealership took my trade-in, and I did not request any adjustments or readjustments to the odometer. Given this, the proposed buyback offer seems unjust. I would be much more satisfied with a replacement vehicle.
  While I appreciate the loaner car provided by the dealership and acknowledge that my service writer was personable, I still believe that the mileage discrepancy is an issue. The odometer appears to have been adjusted, and I do not think the mileage is accurate. The adjustment process should have followed the correct federal guidelines, and I do not believe that was fully adhered to.
  Ultimately, this situation impacts the value of my vehicle, and if the dealership is not willing to offer a fair buyback, I believe a replacement vehicle would be a suitable alternative. As this issue stems from the dealership's software and procedures, I would expect a resolution that acknowledges that.
  I look forward to hearing back regarding the possibility of a replacement vehicle or a more equitable solution.

  Business Response

  Date: 02/12/2025

  Boniface Hiers Kia will adhere to its original response as well as our offer to the customer. 

  "The customer came into service 11/27/24 with ****** miles. His concern was that the radio screen cuts in and out over bumps, or cut out completely. We diagnosed the cause having opened a Techline case with **** and it was determined that the instrument panel cluster assembly was faulty. A new cluster assembly was ordered, and since the mileage is stored in the computer system, the proper procedure includes having the new dash assembly programmed with the mileage that is stored in the computer. The mileage is accurate to the vehicle and proper procedures were followed. The customer was provided a loaner vehicle at ***'s expense during the time the vehicle was out of service waiting on the dash cluster to ship in.

  
  With regard to buying the vehicle back, the customer will be responsible for any loan amount above the current market value of the vehicle. If the customer has equity, the store will issue the client a check, after we receive the free and clear title from the lien holder.
  We would be happy to assist the customer in trading or offering an "off the street" purchase of his ***. Customer would follow up with Mr. **** ********, General Manager, if he wishes to trade or sell the vehicle as outlined above."

  This is our final response as we consider this to be a closed case. 

   

   

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22881884
  
  I am rejecting this response because:

   

  I will file a formal complaint with *** corporate, As well as open an investigation via the odometer fraud agency of the state of ********
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:01/24/2025

  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 car from the dealership on November 7/8 2024. They informed me the tag can be transferred since I asked about it being a Georgia tag. After 30 days I was told it takes a little longer and was issued another temporary tag. I called several weeks ago since my temp tag was going to expired and spoke to the Sales manager, he told me they were very behind and it will get done by next week. several weeks later I pulled up tag info and its still registered to my old car. Since this whole process has not been done I've been fined for not having insurance on my old car that was traded in and now another fine has been added and the registration was suspended. The dealership has failed to uphold the agreement that we had and according to *** I am driving and paying for a car that's not mine. I want the dealership[ to take the car back and reimburse *** and I the money that was given to this Dealership. I technically have a car thats not mine now and not legal to drive.

  Business Response

  Date: 01/29/2025

  We apologize for the delay that was caused in providing the customer's registration. 

  General Manager **** ******** researched the complaint with the title clerk/ office and was able to secure a copy of *** Tag showing overnight delivery to the customer with tracking number for the clients convenience. 

  If the customer has any question(s) after receiving his registration he should call Mr. ******** personally at **************

   

   

   

  Customer Answer

  Date: 02/09/2025

  I had to go get the tag myself and pay a fee. Not sure what they shipped out with that *** tracking number. They charged me a tag fee from a 3rd party vendor in which they failed to do their job correctly. I think I should be refunded that fee. I believe it was $299 but not sure until I find my paperwork. 

  Customer Answer

  Date: 02/11/2025

  Date Sent: 2/9/2025 11:34:44 AM
  I had to go get the tag myself and pay a fee. Not sure what they shipped out with that *** tracking number. They charged me a tag fee from a 3rd party vendor in which they failed to do their job correctly. I think I should be refunded that fee. I believe it was $299 but not sure until I find my paperwork. 

  Business Response

  Date: 02/12/2025

  Thank you for the opportunity to resolve a clients concern. 

  **** ********, General Manager of Boniface Hiers Kia spoke today, 02/12/25 with the customer. The customer told our ** that he had indeed received the plate and **** *. apologized again for the fiasco that the customer had to go through to get this done. Also the customer mentioned to ** that he penalty he had thought was to be charged to him were waived and he was able to get all that he needed at a charge of only $5.00.  

  Boniface Hiers Kia is truly sorry for the delay and confusion and ** has decided to mail the customer a check for $100.00 as a one-time Goodwill gesture for the customer's time, fuel and anguish over the delay. 

  Please consider this as our final disposition as we will mail the customer a check and consider the matter closed. 

   

   

  Customer Answer

  Date: 02/13/2025

   
  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:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6-1-24, I purchased a 2022 *** K-5 from Boniface-Hiers Kia. I purchased an extended warranty plan with it. I called the dealership on approx. 8-27-24 to have the extended warranty removed. Someone from finance told me that I will have to go to the dealership to have this done. On 9-9-24, I arrived at the dealership and asked Mr. ***** to remove the extended warranty. He got some papers out but, wouldnt remove the warranty. Instead he called a salesman - Mr. ***** to the office. The were on a mission to get me a new vehicle and for me to trade in both of the vehicles - so I wouldnt have to pay all of that insurance money. After a test drive in an average vehicle I was taken to see a *** ***** who told me about another warranty. Then, I was returned to see Mr. ***** in Finance who had all the paperwork done. He very quickly put many papers in front of me while telling me how they were saving my so much money and what a good decision I was making. Eventually, I got home in my new *** ********* I never saw how much I was getting for trading in a 1024 ******* Kona and the 2022 K-5. Both were in excellent condition. I lost approximately $10,000.00 on my K-5 over a 3 month period. Just that one is horrible. The Kona trade in was the low end value for a Kona in poor condition. In addition, I received to refund for the extended warranty - the only reason I went to the dealership. I even told them I did not want to do anything about my vehicles yet. And, in addition to not getting my refund and getting horrible mystery trade in allowances, Mr. ***** added another extended warranty onto my new Sportage and another extended warranty from *** ****** neither that I wanted. I returned to the dealership again on 9-16-24 to have the original extended warranty reimbursed, both of the two more warranties removed and the ************** ***** said he can do nothing for me for 2-3 months. I have much more info

  Business Response

  Date: 10/03/2024

  Thank you for the opportunity to address the customers concerns: 

  The process of purchasing a vehicle at our Boniface Hiers Kia dealership is very transparent. There are many stopping points while filling out paperwork in the business office where the customer must sign and/or initial pertinent documents, showing that he is in agreement and  fully aware of the charges for these items such as trade amounts, warranties, purchase price, taxes, fees and tag etc. The customer was given the opportunity multiple times to decline the trade of his two vehicles and end the transaction of purchasing his new Kia ********* but he went forwarded and accepted the terms and purchased the vehicle. Copies of these required documents are kept by the dealer as well as presented to the customer.  If the customer wishes to cancel a warranty, the process can take several weeks, just as he was told, and he should visit the dealer and speak with the General Manager, **** ********, who can direct the Finance Manager to begin the refund process.  The customers decision was to move forward with the transaction, trade in 2 vehicles so that he would have only one car payment.  Regarding the customer's desired resolution, at this time there is no billing adjustment owed to the customer. 

  Customer Answer

  Date: 10/14/2024

  This response from Boniface-***** is definitely full of some false information.   But, regardless, it took all of this to find out that I have to go back to that dealership, speak with the General Manager so he will hopefully direct the Finance manager to begin the refund process for 2 unwanted warranties and GAP coverage.??

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22350214
  
  I am rejecting this response because:

  This response from Boniface-***** is definitely full of some false information.   But, regardless, it took all of this to find out that I have to go back to that dealership, speak with the General Manager so he will hopefully direct the Finance manager to begin the refund process for 2 unwanted warranties and GAP coverage.??
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/17/2024

  We understand the customer's position on the refunding of the monies for the products (warranties etc.) that the customer is complaining of, and most assuredly want to assist in reaching the desired resolution. 

  I spoke to **** ********, showing him the customer's response, and his reply was: "Please have him come see me personally, and I will help cancel the warranty and gap if he wishes to" 

  That is all that the customer needs to do to begin the process. Please consider that this case can easily be resolved to the satisfaction of the customer, and close the complaint as we are absolutely willing to help resolve it. 

   

   

  Customer Answer

  Date: 10/22/2024

  I went to the dealership on 10-18-24.   I was give to someone else in the finance department.   He said that they will not refund what should be the easiest unwanted add on charge for my car.   I am being charged $999.00 for nothing.   It is called Caltex.   I have received no benefit or service for this charge.    I definitely never wanted it.

  Business Response

  Date: 10/24/2024

  Just a note to add that although we sent our last reply to the BBB / Customer 1 week ago explaining how easy it would be for him to have the Gap and Warranty products cancelled by personally going in and speaking with Mr. ********* our General Manager, the customer has not to our knowledge been in to expedite the cancellations and have his desired resolution met by our store. Please send an email or note to the customer if possible to remind him to visit with Mr. ******** as soon as he can and have this concern resolved.  

  Customer Answer

  Date: 10/30/2024

  I received a phone call on approximately 10-14-24 requesting that I go into the dealership and everything would be cancelled immediately.   I was to meet with Avan.    I went to the dealership on 10-18-24.  He sent me off with someone else who cancelled some stuff, except for the easiest most worthless one.    He refused to do anything about the Caltex.   A $999.00 charge that I was never asked about and never told about when purchasing the vehicle.   I have received nothing nor will I ever for this charge.   

  Customer Answer

  Date: 11/09/2024

  I just gave a lot of information a few days ago.

• Initial Complaint

  Date:06/12/2024

  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 was at Boniface-Hiers Kia on June 4th to look for a car. I wanted to get information about their financing possibilities on a specific car (Sportage). I made it clear I had just moved from ****** to the ** and that I would be using a co-signer (my sister) that lives in ********. I never filled in a credit application or signed any authorization for them to run my credit. They kept coming back and forth with different handwritten offers and they didn't want to disclose the interest rate (which is not an honest way of doing business). I kept insisting on knowing the interest rate and they were trying to hide it from me. They kept me there for 2 hours even though I wanted to leave much earlier. After all of that, I found out they hit my credit 6 times with different financing institutions and again, without my consent. I got in touch with the salesman yesterday and he refused to send me the credit application " he said" I signed which I'm pretty sure I didn't sign. I expect them to contact each one of the institutions they ran my credit through to take me off the record.

  Customer Answer

  Date: 06/13/2024

  Please note that the part where I acknowledge and agree to run my credit is not signed. Is it still legal for the car dealership to run my credit (not once but six times)? I have highlighted in yellow at the end of the document where I understand I should sign to allow them to pull my credit with different financial institutions.
  I understand that the part I signed only certifies that the information I filled in is true. 

   

  Please advise. 
  
  Thanks, 
  
  ******

  Business Response

  Date: 06/22/2024

  I spoke with *********************************, the General Manager of Boniface Hiers Kia. ****** informed me that it is our policy at all dealerships to have a document with the customer's authorization/signature to run credit before that is done. 

  In addition, ************************ said that we are in the process of getting the customer approved for purchase on an incoming vehicle. 

  If the customer has any further question please contact General Manager, ********************************* for details. He can be reached by going to the dealership, calling for him personally at ************** or emailing him at: **********************************

  Thank you for giving us the opportunity to respond to the customer's concern. 

   

   

   

   

   

• Initial Complaint

  Date:05/15/2024

  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.

  Well I was quoted one trade-in value for my Mustang, I have that quote via text message. He offered $21,000 then he said he would give me $5,000 more. Me being the trusting senior citizen that I am I signed the paperwork and they only gave me $23,500 instead of $26000, that they implied. This is dishonest and disgraceful for dealership to say one thing and then put a different thing in writing. I am requesting IV reimbursed for the $2,500 they shorted me. Very dishonest business

  Business Response

  Date: 05/16/2024

  Thank you for the opportunity to address the customer. 

  Our General Manager, ********************************* spoke personally with the customer yesterday before the consumer opened this complaint with the Better Business Bureau. The customer was quoted the trade in value through a cell phone text stating that he would be getting $23,500 plus his tax savings. The customer admitted to have read the text, however he assumed that he was getting $26,000, which was incorrect. There is no further adjustment that will be made as we have honored our commitment at the price exactly as quoted.