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:07/01/2025

  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.

  Yesterday. I was told on phone that because I have a new job I can use the offer letter by employee *******. Credit agent after me wait for 3 to 4 hours explained that not correct. She said I would need paystubs. I explained thaTS WHY I CALLED BEFORE COMING IN.

  Business Response

  Date: 07/16/2025

  While some lenders may accept offer letters under specific circumstances, this is not guaranteed and ultimately depends on the lenders underwriting guidelines.
  In addition to employment verification, lenders also evaluate multiple factors including credit history, credit score, debt-to-income ratio, and down payment.  Ultimately the final decision rests on the lender.  If you have any additional questions, please contact General Manager ****** at ************ option (0)

• Initial Complaint

  Date:06/12/2025

  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 a complaint against Greenway Kia East and Kia ******* for negligence and unprofessional conduct. After a warranty engine replacement on May 14, 2025, the engine overheated two days later due to missing coolant. I was alone with my young child, creating a dangerous situation. The dealership blamed me and issued an invoice for $1,833.77. On May 28, I visited the dealership to understand why I was being charged. Service advisor ****** told me all repairs would be done free of charge. However, I had already incurred expenses and lost income while the car was unavailable. When I picked up the car, I noticed the coolant was still below MIN. When I pointed it out, service manager **** said, Were not required to top it off, but if that satisfies you, well put some in. This is unacceptable.I filed complaints with the dealership and ***********. On June 10, Kia ******* informed me that my case #******** had been closed without follow-up. I was told this happened after a missed call, with no voicemail or further contact.Additionally, during that call, I was informed that due to my complaint about ****, the dealership would no longer reimburse any of my out-of-pocket costs including expenses they had previously agreed to cover. This appears retaliatory. The dealer falsely told Kia ******* the engine was not replaced under warranty, contradicting earlier statements.On June 11, I mailed a formal complaint to Kia ******* via certified mail and am awaiting their response.Resolution Sought: Reimbursement of the following:$580.97 Oil test,$249.00 Tow truck,$20.00 Daycare late fee,$44.00 ****,$183.19 Rental car,$1,800.00 ********* income,$2,000.00 Moral damages,$27.16 Mailing cost.I also have video proof that coolant was missing upon pickup and photos of the coolant level. I rely on this vehicle for **** work, and the dealerships actions directly impacted my ability to earn income and care for my children.

  Customer Answer

  Date: 06/12/2025

  April 8, 2025 Oil Consumption Test at Greenway Kia East $580.97 paid. The oil test was conducted because the car was consuming too much oil. This test confirmed that the engine needed to be replaced under warranty. Thats what the dealer said.
  May 14, 2025 Engine replacement conducted under warranty (according to the dealer).

  If the engine is replaced under warranty following such a test, the vehicle owner should not have to pay for the test, as it was performed due to a defect in the engine. However, the dealer charged us for it and refuses to issue a refund. This amount is included in the compensation claim.
  
  
  
  

   

  Customer Answer

  Date: 06/12/2025

  Dear BBB,
  
  
  I am sending additional evidence related to my complaint against Greenway Kia East. These documents and photos support my claims and show that I acted honestly and transparently throughout this situation.
  
  
  I also want to inform you that after I filed a complaint with Kia ******** the dealer told them that the engine replacement was not done under warranty which completely contradicts what they told us before the repair.
  
  
  This dishonest behavior makes me seriously question the integrity of their service and the safety of my vehicle. I no longer trust what they did to my car.
  
  
  Thank you for your attention.
  
  

  Customer Answer

  Date: 06/13/2025

  Supporting Documents for Complaint ID ********
  
  Dear BBB Team,
  

  I am submitting supporting documents for my complaint, which was assigned ID ********.

  In addition, I would like to provide an important clarification that I unintentionally omitted from the original complaint:
  On April 8, 2025, I paid $580.97 at Greenway Kia East for an oil consumption test. This test confirmed a factory defect in the engine, which led to the engine being replaced under warranty. Therefore, the vehicle owner should not have been responsible for paying for this diagnostic test, as the defect was ultimately covered under warranty.
  Please find all supporting documents attached for your review.
  Thank you for your attention to this matter.
  
  
  Sincerely,  
  ****** Iusupalieva
  

  
  

  Customer Answer

  Date: 06/13/2025

  Supporting Documents for Complaint ID ********
  
  

  Customer Answer

  Date: 06/13/2025

  Dear BBB Team,
  
  I would like to provide an important update regarding my complaint (ID *********.
  
  Kia ******* has informed me that my case (#********) was closed, and they will not consider any of my claims further. The reason given was that, according to the dealer (Greenway Kia East), the engine replacement was not performed under warranty.
  
  This contradicts the facts.
  
  On April 8, 2025, I paid $580.97 for an oil consumption test at Greenway Kia East. According to the dealer at that time, the results of this test confirmed a factory defect in the engine, and based on those results, *********** approved the warranty engine replacement.
  
  If the dealer is now claiming that the replacement was done without warranty, then they either misled Kia ******* during the approval process or are now submitting false information to avoid responsibility.
  
  This raises a serious concern about whether the necessary repairs were performed properly or at all. As a result, I now fear for the safety of myself, my children, and my passengers when using the vehicle.
  
  I urge you to consider this additional information carefully. I have attached supporting documents, including proof of payment for the oil test.
  
  Thank you for your attention.
  
  Sincerely,  
  ****** ***********
  
  
  

  Business Response

  Date: 06/27/2025

  After reviewing the matter, we confirm that the coolant loss was due to a leaking hose, unrelated to the recent engine replacement. The invoiced charges incurred by customer reflect standard diagnostic and maintenance services that were not covered under warranty. The oil consumption test is a customer-pay service.  For incurred rental costs, we recommend customer contact Kia ******** **** and request a reimbursement.  We understand Mrs. ************* concerns, but costs outside warranty coverage remain the customers responsibility.  ******************* has any additional questions, please contact Service Manager **** at ************ option (0)
  

  Customer Answer

  Date: 06/27/2025

  I strongly disagree with the businesss response and do not consider the matter resolved.
  
  
  ?? First, the engine overheated the very next day after the replacement. The coolant reservoir was completely empty, and I was stranded while driving to pick up my child. This is a serious safety issue that cannot be explained away by a leaking hose.
  
  
  ?? Second, the dealership charged me $580.97 for an Oil Consumption Test, which clearly revealed a factory defect. The engine was replaced under warranty this test should have been covered.
  
  
  ?? Third, after the overheating, the dealership gave me an invoice for $1,833.77 and left my vehicle sitting unrepaired from May 19 to May 28. When I came in personally to demand answers, I was suddenly told the repair would be done free of charge supposedly because Kia ******* had just approved it. Yet earlier, over the phone, I had been told I had to pay.
  
  
  ?? On May 31, when I picked up the car, I asked them to recheck the coolant it was still below MIN. When I expressed concern, Service Manager **** responded irritably:
  Were not required to top it off, but if that satisfies you, well put some in.
  This dismissive attitude is unacceptable and shows the car was returned to me in an unsafe condition again.
  
  
  ?? Fourth, after I submitted a complaint about Ginas behavior, the dealership withdrew their earlier offer of partial reimbursement, despite previously acknowledging my out-of-pocket losses.
  
  
  ?? Later, *********** informed me that the dealership now claimed the engine was not replaced under warranty, directly contradicting their prior confirmation. This inconsistency raises serious concerns.
  
  
  On top of this, the dealerships behavior has been emotionally abusive. They made promises, only to revoke them in retaliation for my complaint forcing me to escalate the matter not only to ************ corporate office in **********, but also to multiple government and consumer protection agencies.
  
  
  I spent a tremendous amount of time and energy filing these complaints time that I could and should have spent in peace with my children, not fighting for basic fairness and accountability.
  
  
  The dealership tried to quietly push me aside and close the matter, hoping I would give up.
  
  
  Kia ******* has since agreed to reimburse me partially (for ***** rental, and towing), confirming that my complaint was legitimate. However, the rest remains unresolved, and the dealerships response is misleading and incomplete.
  
  
  I request that the BBB keep this complaint marked as unresolved, and continue to monitor the dealers conduct. I do not accept their response as honest or adequate.
  
  
  

  Customer Answer

  Date: 06/27/2025

  Dear BBB Representative,
  I am writing to submit an addendum to my earlier response to Greenway Kia Easts official reply regarding complaint ID ********.
  The following facts are important to the context of my case and further illustrate the ongoing unprofessional and dismissive behavior by the dealership.
  Furthermore, I find it completely inappropriate that the dealerships official response invites me to call Service Manager **** with any further questions this, after she spoke to me in a rude and dismissive manner on May 31, 2025, when I pointed out that the coolant was still low.
  Her exact words were: Were not required to top it off, but if that satisfies you, well put some in.
  After all the serious issues I experienced, this kind of response is deeply disrespectful and now they suggest I simply call her again? It shows the dealership continues to mock me, emotionally, and that **** remains employed in the same role, with no accountability.
  I have no intention of calling or negotiating with them further. They must be held responsible for all documented losses and for the emotional distress I endured. All reimbursement items listed in my complaint are legitimate and should be honored.

  Thank you for allowing me to provide this additional context.
  Sincerely,
  ****** Iusupalieva
  
  
  
  

  
  

  Customer Answer

  Date: 06/27/2025

  Thank you again for reviewing my case. I respectfully submit this second addendum to clarify a critical procedural concern that I believe should be formally noted in connection with complaint ID ********.
  
  I understand that this is my third correspondence, but I believe it is important to provide complete and accurate information. My intent is not to overwhelm your office, but to ensure that the issues I raise are reviewed with full context, especially where they involve matters of consumer rights and ethical standards.
  
  I must also raise serious concerns about the dealerships handling of this complaint, particularly their suggestion that I contact Service Manager **** the very individual I formally reported for unprofessional and dismissive behavior.
  
  This practice constitutes a clear procedural conflict of interest and violates basic principles of fair and impartial complaint resolution. As a complainant, I should not be expected to interact further with the subject of my grievance, especially after her inappropriate conduct on May 31, 2025, which included a dismissive and unprofessional response to a serious safety concern.
  
  Under standard consumer protection frameworks including guidance from the ************************ (FTC), the Better Business Bureau (BBB) Code of Business Practices, and general conflict of interest regulations (such as Florida Administrative Code 61G15-37.001) businesses are expected to handle complaints in good faith, with neutral channels of communication.
  
  Referring a consumer back to the subject of their complaint contradicts these standards and places the consumer in a position of further discomfort, risk of retaliation, or undue pressure.
  
  Additionally, this tactic reinforces the perception that the dealership lacks internal accountability mechanisms and is unwilling to ensure objective review of complaints.
  
  Thank you for your time and attention. Please do not hesitate to contact me if any additional clarification is needed.
  
  Sincerely,
  ****** Iusupalieva
  
  

  Customer Answer

  Date: 06/27/2025

  This is a supplemental statement to my prior responses regarding Complaint ID ********. I wish to briefly outline the legal basis for my claims, connect each to the events I described, and formally update my compensation request.
  
  Florida Deceptive and Unfair Trade Practices Act (FDUTPA) Fla. Stat. 501.204
  Greenway Kia East withheld repairs from May 19 to May 28 unless I paid $1,833.77. When I came in person, they suddenly reversed course, claiming approval from ***********. This pressure tactic and shifting explanation constitute deceptive and unfair practices.
  
  ********-**** Warranty Act 15 U.S.C. 2301 et seq.
  The dealership gave conflicting statements: at first, saying the engine was replaced under warranty; later, that it was not. This misrepresentation violates federal law. I was also charged $580.97 for the oil consumption test, which revealed a factory defect. This test led directly to the engine replacement. Under ********-****, this charge is unlawful when tied to a warranty-covered issue. No refund has been provided.
  
  FTC Act 15 U.S.C. 45
  I was returned a vehicle with dangerously low coolant after both the engine replacement and an overheating incident. This negligence and disregard for safety are deceptive and unsafe commercial practices.
  
  FTC Complaint-Handling Guidance
  Despite my formal complaint about Service Manager Ginas unprofessional conduct, the dealership instructed me to call her again to resolve issues. This contradicts ethical complaint-handling norms and is inappropriate.
  
  Kia *******s Contradictory Behavior
  Initially, *********** said they could not influence the dealer and closed my complaint. However, after I filed external complaints, they contacted me on June 26 and offered to reimburse ***** rental, and towing costs items previously denied. This reversal suggests they only acted under outside pressure.
  
  I have attached a screenshot of an email from Kia ******* dated June 26, 2025, confirming their reimbursement decision. Prior to my complaint against ****, Kia ******* promised only **** and rental reimbursement. After that complaint, even those were withdrawn. Towing was denied from the beginning. Their eventual reversal further confirms mishandling and inconsistent communication.

  Updated Request:
  Due to the dealerships continued dismissive tone, the emotional harm, and being directed to the same employee I formally complained about, I am increasing my emotional damages claim by $1,000. The updated total request now stands at $5,904.33.
  
  I respectfully ask the BBB to:
  Support full compensation for the updated total of $5,904.33
  Consider this legal basis when reviewing the case
  Encourage Greenway Kia East to resolve this professionally
  Review the dealers pattern of retaliation and negligence
  Escalate the case internally if patterns of consumer disregard persist

  Attached Documents:
  Screenshot of Kia ******* email confirming reimbursement (June 26, 2025)
  Copy of the dealerships response directing me to contact **** the same employee I filed a complaint against. This demonstrates ongoing disregard for proper complaint handling.
  
  Thank you for your time and continued attention.
  
  Sincerely,
  ****** Iusupalieva
  Orlando, FL 32828
  

  
  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23458408
  
  I am rejecting this response because:

  This is a supplemental statement to my prior responses regarding Complaint ID ********. I wish to briefly outline the legal basis for my claims, connect each to the events I described, and formally update my compensation request.
  
  Florida Deceptive and Unfair Trade Practices Act (FDUTPA) Fla. Stat. 501.204
  Greenway Kia East withheld repairs from May 19 to May 28 unless I paid $1,833.77. When I came in person, they suddenly reversed course, claiming approval from ***********. This pressure tactic and shifting explanation constitute deceptive and unfair practices.
  
  ********-**** Warranty Act 15 U.S.C. 2301 et seq.
  The dealership gave conflicting statements: at first, saying the engine was replaced under warranty; later, that it was not. This misrepresentation violates federal law. I was also charged $580.97 for the oil consumption test, which revealed a factory defect. This test led directly to the engine replacement. Under ********-****, this charge is unlawful when tied to a warranty-covered issue. No refund has been provided.
  
  FTC Act 15 U.S.C. 45
  I was returned a vehicle with dangerously low coolant after both the engine replacement and an overheating incident. This negligence and disregard for safety are deceptive and unsafe commercial practices.
  
  FTC Complaint-Handling Guidance
  Despite my formal complaint about Service Manager Ginas unprofessional conduct, the dealership instructed me to call her again to resolve issues. This contradicts ethical complaint-handling norms and is inappropriate.
  
  Kia *******s Contradictory Behavior
  Initially, *********** said they could not influence the dealer and closed my complaint. However, after I filed external complaints, they contacted me on June 26 and offered to reimburse ***** rental, and towing costs items previously denied. This reversal suggests they only acted under outside pressure.
  
  I have attached a screenshot of an email from Kia ******* dated June 26, 2025, confirming their reimbursement decision. Prior to my complaint against ****, Kia ******* promised only **** and rental reimbursement. After that complaint, even those were withdrawn. Towing was denied from the beginning. Their eventual reversal further confirms mishandling and inconsistent communication.
  
  Updated Request:
  Due to the dealerships continued dismissive tone, the emotional harm, and being directed to the same employee I formally complained about, I am increasing my emotional damages claim by $1,000. The updated total request now stands at $5,904.33.
  
  I respectfully ask the BBB to:
  Support full compensation for the updated total of $5,904.33
  Consider this legal basis when reviewing the case
  Encourage Greenway Kia East to resolve this professionally
  Review the dealers pattern of retaliation and negligence
  Escalate the case internally if patterns of consumer disregard persist
  
  Attached Documents:
  Screenshot of Kia ******* email confirming reimbursement (June 26, 2025)
  Copy of the dealerships response directing me to contact **** the same employee I filed a complaint against. This demonstrates ongoing disregard for proper complaint handling.
  
  Thank you for your time and continued attention.
  
  Sincerely,
  ****** Iusupalieva
  Orlando, FL 32828

  
  
  Sincerely,
  
  ****** Iusupalieva

  Business Response

  Date: 07/07/2025

  We understand that this situation has caused frustration, and we empathize with the challenges it presented. However, we must clarify that ***********, as the manufacturer, has the final authority on determining warranty coverage and reimbursement eligibility. Our dealership not permitted to override Kias decisions regarding what is or isnt covered.
  Our role is to perform service and warranty work according to **** established guidelines. While we can advocate for our customers and submit claims on their behalf, we do not influence or control the outcome of those claims.

  Customer Answer

  Date: 07/09/2025

  Response to Business Statement BBB Case
  To BBB and Greenway Kia East,
  I have reviewed the dealerships response, and I must state that it is neither satisfactory nor truthful.
  Let me be absolutely clear:

  *********** has already acknowledged my complaint. On June 26, 2025, they contacted me directly and offered to reimburse three specific categories of losses ***** towing, and rental after I filed complaints with federal and state consumer protection agencies. This was a reversal of their previous denial and would not have occurred without the evidence and pressure I applied.
  
  For the dealership to now claim that they have no control and merely submit claims is both misleading and evasive. Here are the facts:
  Greenway Kia East retained my vehicle unlawfully for 10 days, demanded unauthorized payment, and returned it with dangerously low coolant, exposing me and my children to safety risks.
  A dealership employee, ****, mocked my concerns, and your staff sent me back on the road without confirming a safe operating condition.
  The dealerships response in this BBB thread deliberately omits these facts, avoids accountability, and fails to even mention the serious harm and distress this situation caused.
  
  I have submitted formal documentation, including a signed affidavit under penalty of perjury, along with complaints to all relevant regulatory bodies.
  
  If your dealership believes that deflecting responsibility back to *********** will absolve you of your actions, you are mistaken. I am not dropping this case and I am not settling for half-truths or template replies.
  
  I respectfully request that BBB keep this case open and unresolved, as I am currently in communication with state and federal agencies and fully prepared to escalate this matter further, including internationally, if necessary.
  
  Sincerely,
  ****** Iusupalieva
  

  
  

  Customer Answer

  Date: 07/20/2025

  Subject: Request to Update Case Status ID #********
  
  Dear BBB,
  
  I am contacting you regarding Case ID #******** **********************.
  
  On July 9, 2025, I submitted a written response to the business via your communication portal, clearly stating that I did not accept their response as satisfactory. My message included factual rebuttals, details of the situation, and notice that I had filed formal complaints with multiple agencies.
  
  Unfortunately, it appears that my response was not registered in the case status, which now shows that the consumer did not respond. This is inaccurate.
  
  For reference, I have attached a screenshot of my written response submitted on July 9. I respectfully request that the record be corrected to reflect that the matter was not resolved to my satisfaction.
  
  Thank you for your time and assistance.
  
  Sincerely,
  ****** Iusupalieva
  ?? *****************************************************************************************************
  
  

  Customer Answer

  Date: 07/20/2025

  To BBB,
  
  On July 9, 2025, I submitted a formal written response to the business directly through your platform, clearly stating that the businesss reply was neither accurate nor acceptable. I did not mark the case as resolved.
  
  Yet the case was closed as if I had accepted their answer which is false and misleading.
  
  This undermines the integrity of your process. I request a full review of the case history, including consumer responses, and demand that the case be reopened or corrected in your public record.
  
  I retain a copy of my full response, submitted through your official BBB reply system.
  
  Sincerely,  
  ****** Iusupalieva

• Initial Complaint

  Date:06/02/2025

  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.

  April 16 I walked into *********, *** looking for a car that they had advertise. When I arrive that car was not no longer available.They proceeded to offer me a new *** K4 sales person came out and told me that he can get me the car for ******. But he said Im gonna need some money down. How much am I willing to put down. I answered $3000 went in the back ran my credit came Say the deal is done shook my hand. I went in to the finance person named ***. It was late. I handed him $3000 cash, and signed a couple of electronic document and I am to pick up my car in the morning after they detail it because it was still wrapped brand new. I return in the morning, *** (the finance person) came up while I was on the phone with the insurance agent. He flashed the paperwork at me showed me my monthly payment showed me my next payment, folded it up and stick it in my purse for-me while Im on the phone. When the insurance agent asked me whos my lien-holder, I pulled the paperwork out of my purse to find out the car that I was buying for ****** is now ******. I said no Im not buying the car. They tried to explain that were taxes another fees of all involved thats when I asked for a complete price breakdown. Which *** had never went over with me. OK thats when Im finding out that the base price of the car is.24,999 and no one could remember that they ever told me the car was for ****** and that sales person is nowhere to be found.I felt that they were being dishonest and an untrustworthy I felt like it was a tactic that they used as a team. I refuse possession of the car and demand for my cash that I just gave them the night before. Here it is almost 8 weeks later Ive been up there 4 to 5 times I keep hearing every week that Im gonna get my check and I have not. They owe me $3000 never took possession of the car test drive the car and they have not given me back my deposit. Im seeking some help here. These are dishonest people.

  Business Response

  Date: 06/13/2025

  Our Finance Director spoke with Mrs. ********** she received her refund.  In addition, the complaint is directed at Greenway *******************.

  Business Response

  Date: 06/13/2025

  Our Finance Director spoke with Mrs. ********** she received her refund.  In addition, the complaint is directed at Greenway ********************

• Initial Complaint

  Date:05/21/2025

  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.

  on May 6, 2025, I attempted to purchase a 2025 *** K4 GT-Line Turbo from Greenway Kia East in Orlando. The vehicle was advertised online with an **** of $32,035 and a listed discount of $2,454. When structuring the deal, the dealership inflated the **** and did not apply the advertised discount. When I pushed back, they lowered the **** but then reduced my trade-in offer by $1,500. Additionally, they overcharged me on sales tax by not applying the proper trade-in tax credit as required by Florida law. I requested clarification and accountability from management, including ****** Belharsa but received no follow-up. This dealerships practices are misleading and demonstrate a lack of transparency. I am requesting that this case be reviewed and the dealership held accountable.

  Business Response

  Date: 05/30/2025

  We sincerely apologize for any confusion regarding the offer. Our General Manager, Hicham, would be happy to assist you and review the details to ensure clarity. Please feel free to reach out to GM Hicham at (407) 678-1717, option 0, at your convenience.
  
  

  Customer Answer

  Date: 05/30/2025

   
  
  Complaint: 23362698
  
  
  
  I am rejecting this response because: “GM Hicham” is part of this problem now due to the fact he doesn’t respond to my emails and ignores them.
  
  
  
  Sincerely,
  
  
  
  Sean Walker

  Business Response

  Date: 06/17/2025

  General Manager Hicham would truly appreciate the opportunity to speak with you directly. He is committed to earning your trust and your business. If that’s something you’d be open to, I encourage you to give him a call at your convenience at (407) 678-1717 option 0

• Initial Complaint

  Date:04/30/2025

  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 recently purchased a new 2025 Kia ******** from Greenway ******** 3 months ago. I went online searching for the hybrid. I called and they Said they had the vehicle, so I told them Im on my way. They did not have the vehicle. They had the regular gas ********. So I was to leaving but the salesman said How about we test drive this one so you can see how it drives, because it's basically the same as the electric. So I told him sure. I still didn't want the gas vehicle. So I told him that I was going to go to Buick and trade my Buick in for a Buick because they did have the vehicle I wanted. The salesman and another guy got together and discussed some options with myself and my husband and said what can we do to get you to walk out of the building with this vehicle right now. I told them that they needed to give me a good deal on the vehicle where my monthly payment would be around $400. They offered me $500 a month and stated that they could give me the windows tinted and three free oil changes. I said ok and they ran my credit. I also explained to them that I just purchased a brand of home and the address on my ID was incorrect and I gave them verbally and written my current address. They did not put that information in and sent my application through with the incorrect address. They then after hours later come back and tell us that because the address was incorrect that they had to redo the application. We were there for over 5 hours just to get one vehicle after that time passed. They then tell us now that the monthly bill was going to be almost $600 instead of $500 but they were still going to get Windows tinted and honor the 3 free oil changes so I said fine. They said wait for the bank to call to confirm information. The bank didn't have my email so I had to figure out whatt email they gave. Another issue I had. So now I'm due for my first oil change and now they aren't honoring it because they said they fired the salesman. What does that have to do with me?

  Business Response

  Date: 05/02/2025

  General Manager ****** has attempted to contact Mrs. ***** by phone but has been unable to reach her. We kindly ask that Mrs. ***** return the call at her earliest convenience.   ************** option (0)

  Customer Answer

  Date: 05/02/2025

  I did receive a phone call late 7pm almost 8pm 4/1/25 and I was asleep at that time. I am a teacher and work very early in the morning. So I did, however, call the office after work at 3:30pm 4/2/25 and I explained to the lady that someone called me and did not leave a message and I was unsure who to ask for. She told me that it was the manager and that she was going to write him a note to call me in the morning 4/3/25. I will await the call in the morning, and if no call, I will call them back myself.

  Sincerely,

  Arya *****

  Customer Answer

  Date: 05/03/2025

  No one called, so I decided to call back. 1:20pm 5/3/25 and Spoke to manager who said unfortunately a lot of people got fired for doing things they shouldn't have been and he knows it's not my fault but without the document they can't do anything. I will look at the *** with them but they need to accommodate me in some way because their workers has nothing to do with the business made with them. I would not have even purchased the vehicle. So it's unfair because I could have just taken my car to *****. In fact, I traded in 2 vehicles, a 2021 Buick Encore GX and  2023 ***** Civic. This is unethical practices. It's 3 oil changes that was promised and they should be able to do that regardless if the employees are still there or not. Just wanted to update with what just happened.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23269992
  
  I am rejecting this response because:

  Arrived at *** 5/5/25 @3:50

  Spoke to manager @ ***** manager 4:34

   

  Said he won't honor it because it wasn't in writing and they fired everyone the workers so he can't contact them about my deal and they lost 5k selling the car to me (as if I'm supposed to be aware of selling practices) and not sure how they even paid for the windows to be tinted. Said the only thing he will try to accommodate me with is the first oil change for 50% and the price of their oil changes is $175. I do not agree with this. After all of the hassle I've gone through and then driving an hour to speak to a manager face to face and he showed me no care whatsoever. He just got up and walked away 
  
  Sincerely,
  
  Arya *****

  Business Response

  Date: 05/08/2025

  We have reached out to Mrs. ***** and provided an update regarding the oil changes. We apologize for any inconvenience this may have caused.
  Should you have any additional questions or require further assistance, please do not hesitate to contact the General Manager.
  

  Customer Answer

  Date: 05/08/2025

   
  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. Spoke with Idel, **************** Director 5/8/25 at ****** and again at 3:07pm about approving the 3 oil changes. They said they will honor what was promised to me. I have also updated my ****** Review to 3 stars instead of 1 and decreased the information of issues I have encountered. I will update the review higher after completion of agreement as long as there are no further problems. Hopefully this is fully taken care of.
  
  Sincerely,
  
  Arya *****

• Initial Complaint

  Date:04/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my Sportage because the seatbealts in the back seat are very hard to click in place. They blew me off. My kids are riding without a seatbelt because of this which is obviously not safe.

  Business Response

  Date: 04/30/2025

  Service Manager **** has spoken with customer and set appointment for vehicle.  ************* has any additional questions or concerns, please contact Service Manger ************ option (0)

• Initial Complaint

  Date:03/21/2025

  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.

  9/14/24 - codited greenway *** easy to look at sportage for wife. Sat down with **** ***** (salesmen) to go over numbers. Floor manager **** ****** came over to try and finalize deal. As I dont like being pressured I was told a price of $30,500 cash4 oil changes and they would toe wives current vehicle on them for a trade. Left dealer as I wasnt comfortable being pressured.9/14/24 reached out to **** ****** to accept his deal. Was told deal expired and now $31,500 cash. They would tow wives car by next day.9/15/24-returned to dealer with checkbook,expressed displeasure by changing deal since I wouldnt be pressured into buying when they wanted. Was told Personal checks only good up to 5k(never explained to me even when asking before hand if I needed anything special or only my checkbook.) additional manager comes over tries to solve issue. Paid $5000 deposit with personal check,filled all paperwork, signed over spouses ***** equinox. Told tow would be Monday/tuesday. 9/16/24-returned with cashiers check of $26500 to pay off balance. Told car would be picked up 9/17/24.9/17-9/18/24-multiple follow *** for agreed tow of now unregistered vehicle with no tag. Told not priority. 9/17/24 -dealer complaint filed spoke to gm 9/18/24-car finally towed in after sitting unregistered on public street for 4 days after being told not a priority.3/21/25-called to follow up on oil change appointment and service plan. Was told I have no service plan after I have signed contract agreement. Continuing to dispute.Greenway Kia East-completely unprofessional, disrespectful dealership. Dishonest, changing proposed prices/always have to call/reach out or request upper management to try and find a solution. Still awaiting solution for on service agreement not being honored. Wrong information on sales agreement/special Trip again to change on 9/18/24. Tow driver given wrong address as well. Had to schedule personally and correct address.

  Business Response

  Date: 04/14/2025

  Finance Director ***** has contacted Mr. **** by phone.  Unfortunately, he has not been able to reach him.  *********** could return call to review details of transaction and promised oil changes. 

  Finance Director can be reached at ************ option (0)

   

   

• Initial Complaint

  Date:02/28/2025

  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 have had a terrible experience with the service department at Greenway **** The communication and customer service from both service workers and the service manager (******) have been substandard. I have taken my vehicle several times and the core problem of the vehicle has yet to be resolved. I have had to contact *** corporate due to the precarious situation this service department continuously has placed me and my family. It is apparent that safety has not been precedent with the Greenway ******************* and they have elected to make currency the status quo. Finally, after being without a car for almost 2 weeks, I received a message to pick up the vehicle, and when I arrived there, I was informed my vehicle would not be released for another several days. The ******** on behalf of the service department who continues to inconvenience me, the customer, without regard to my time personally or professionally. I highly recommend that the owners of Greenway look quite carefully at who they hire because it is almost certain someone will get hurt when vehicles are not being diagnosed accordingly, it has happened three times to me already. There is a history of problems with this dealer both in the service department as well as sales. Just look them up online and on social media. Greenway *** is a complete disaster, take your business elsewhere.

  Business Response

  Date: 03/14/2025

  Vehicle was repaired under insurance claim; service department was unable to release the vehicle until process was completed.  Customer has picked up their vehicle, we apologize for the inconvenience.  *************** has any additional questions,

  please contact Service Manager **** at ************ option (0)

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23005076
  
  My problem with this matter is the inconvenience that I undertook considering I had returned the vehicle for the same problem. I should have received a rental as well better accountability as to when the vehicle would be returned and acertaining the safety of the vehicle. It is my hope that there will not be a repeated malfunction which can result in another accident and someone getting hurt from this matter. Better customer service needs to be implemented where acknowledging, reassurance, consideration and accountability is the common practice. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 03/25/2025

  We acknowledge your complaint and are currently looking into the events youve detailed. We will take corrective action to ensure that our level of service meets all of our customer's expectations. If you wish to discuss this matter in further detail, please contact Service Manager **** at ************ option (0)
  

  Customer Answer

  Date: 03/27/2025

  The car has finally been returned it is my hope that the corrections have been made and that there will be no fatal consequences. Please duly noted my experience with Greenway *** and keep in mind the service manager was part of the problem. Her derision resonated with her to the point she came across very unprofessional and antagonizing. So to complain to her when she was part of the problem. It is my hope management will evaluate each employer and retrain who is needed in customer service. 

  Customer Answer

  Date: 03/28/2025

  Good Morning 

  Just wanted to let the BBB that my vehicle again began to Malfunction. This is the fourth time after several repairs have been made. This is a very serious safety concern. I have attached a photo of the dashboard malfunction and the vehicle would not move as of this morning. At this point I am not interested in keeping this vehicle as this is a very serious hazardous situation. Greenway *** has been servicing the vehicle and the vehicle was purchased at Greenway Ford.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23005076
  
  I am rejecting this response because: 
  

  Good Morning 
  
  Just wanted to let the BBB that my vehicle again began to Malfunction. This is the fourth time after several repairs have been made. This is a very serious safety concern. I have attached a photo of the dashboard malfunction and the vehicle would not move as of this morning. At this point I am not interested in keeping this vehicle as this is a very serious hazardous situation. Greenway *** has been servicing the vehicle and the vehicle was purchased at Greenway Ford.

  
  Sincerely,
  
  **** ********

  Business Response

  Date: 04/14/2025

  We are sorry to hear that you are still having issues with your vehicle, please contact out service department to set up an appointment to diagnose your vehicle.

• Initial Complaint

  Date:01/24/2025

  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 purchased my 2022 Kia ***** on 10/19/24 from Greenway **** which was advertised with a sticker price of ~$16,700. I had a trade-in vehicle which they gave me $500 for, and also put a total of $10k as a down payment over the course of that weekend- which was completed in separate transactions due to my bank having a max daily spending limit. Upon signing the paperwork and making a $4k down payment while at the dealership, they advised I was able to take the vehicle home and pay the remaining amount of $6k over the weekend, and to email the salesman, *******, the screen capture of the payment. Upon leaving the dealer, I realized I did not receive any copies of the paperwork that I signed.I made the remaining down payment over the weekend and emailed the salesman, as I agreed to. I did not receive any copies of the Bill of Sale and paperwork afterwards, so I called the dealer, and was advised it would come in the mail in a week. Weeks went by and I called again stating I never got it- they again stated it would be arriving in the mail soon.I received my loan info in the mail which I signed up for an online account and I saw that it was a 6 year loan, and a total over $16k. That sounded incorrect because even with taxes, dealer fees, and extended warranty, that would absolutely not be ~$10k.I called the dealer again last week, again and spoke to the finance manager, ****** who said he would email the paperwork over. I handed my phone to my sister, ****, who asked ***** for the breakdown in the purchase price to which ***** stated the breakdown will be in the paperwork that he will email I went over the spelling of my email address three times, and my sister confirmed the spelling as well with ***** a fourth ******* has been over three months and I still dont have my signed paperwork with bill of sale, after multiple attempts requesting it to be sent. The purchase amount is deceiving as I never got a breakdown in price with the $10k that I put down.

  Business Response

  Date: 01/30/2025

  General Manager has spoken with customer and scheduled appointment to further address concern.

• Initial Complaint

  Date:01/09/2025

  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.

  2018 ********** Car was towed to *** on 12/22.on 12/23 a tech said it needed an engine replacement. 12/30 *** authorized engine replacement under power train warranty and we begun waiting on the engine to arrive. *** said they would only provide a rental car for 5 days, with the info provided I picked it up on Thursday 1/2, Monday 1/6 I was told engine would arrive by Tuesday 1/7 and get put in ASAP On Tuesday 1/7 the engine did not arrive on the truck, and still has not arrived as of today, 1/9. Greenway *** said it is the service centers fault.When I called today, my service provider ****** told me that the engine head will need to be sent out for resurfacing to place on the new one, but they dont do that so they cant tell me how long this is going to take while they wait for somebody else to do it. This is highly unacceptable as my car has been with them since 1222 and theyre only providing a rental rental car for five days when this is not a me problem its a them problem. Whether it be the service department or the other company, they sent the engine out for resurfacing.

  Business Response

  Date: 01/21/2025

  Engine replacement is currently underway. Mrs. ******* was advised that *** authorized a rental for 5 days maximum.

  We apologize for the inconvenience. Any additional questions please contact Service Manager **** at ************ option (2)