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:04/22/2025

  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.

  Nature of the Dispute: Deceptive sales and financing practices during a vehicle purchase at Greenway Kia West. Misrepresentation of pricing, unauthorized add-ons, and lack of transparency during the transaction process.Complaint: I returned a matured lease vehicle and confirmed the process with a *** lease-end advisor. I then purchased a new vehicle. The salesperson discussed only the monthly payment, without disclose detailed pricing or breakdowns during initial discussions. After spending over four hours at the dealership, the full contract details were vaguely shown or explained at the very end with the finance department, where I was asked to sign documents digitally on an iPad. No printed paperwork was provided at the time instead, I received a USB drive, which I couldn't access the same day away as a Mac user. I ordered through amazon a USB3 to C. Upon later review, I discovered several discrepancies:The vehicle price was significantly higher than initially discussed nearly double the initial difference price for the model desired shared by sales person.Add-ons were included without my consent, such as "Appearance Protection" for $1,200 and a Three for One package for $764 (which was never explained).Other fees were also added, inflating the cost beyond what I was led to believe.I believe this is a classic bait-and-switch tactic, paired with intentionally vague and misleading sales behavior. I am seeking removal/refund of unauthorized add-ons and a full review of this transaction.

  

  Business Response

  Date: 04/24/2025

  In regard to your lease had reached maturity you traded it in not turned it in. After reviewing all of your documents you negotiated your trade value and all related pricing fully broken down and approved with your signature for the pricing and payment before going into finance office. Regarding contract signatures we do everything digitally and allow our customers to read and review everything at their own pace and sign. A copy of everything signed was provided on a USB like you stated. The appearance package (Eckbond) was discussed when with the sales *** and agreed to by you before going into the finance office. The three for one was chosen by you for your tire protection, if you believe it was not explained properly please contact the dealership so we can go over it again with you. If after the reexplanation you are not happy with it, we are happy to remove it. We do not understand your reference with bait and switch tactics we are fully transparent with all of our transactions. We are more than happy for you to come in and fully review everything with you like you are requesting. 

  

  Business Response

  Date: 04/29/2025

  In regard to your lease had reached maturity you traded it in not turned it in. After reviewing all of your documents you negotiated your trade value and all related pricing fully broken down and approved with your signature for the pricing and payment before going into finance office. Regarding contract signatures we do everything digitally and allow our customers to read and review everything at their own pace and sign. A copy of everything signed was provided on a USB like you stated. The appearance package (Eckbond) was discussed when with the sales *** and agreed to by you before going into the finance office. The three for one was chosen by you for your tire protection, if you believe it was not explained properly please contact the dealership so we can go over it again with you. If after the reexplanation you are not happy with it, we are happy to remove it. We do not understand your reference with bait and switch tactics we are fully transparent with all of our transactions. We are more than happy for you to come in and fully review everything with you like you are requesting. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23236742
  
  I am rejecting this response because:

  1) After reviewing all of your documents you negotiated your trade value (FALSE). They convinced me to agree to a monthly payment. 
  Yes it was matured, ************* Advisor told me 2 months payment if I stayed with *** regardless of leasing or purchasing was forgiven, so I lost money there as well.

  The tactics this dealership uses is just to speak about monthly payment without even showing the sticker price which was hidden from the window.  
  Tactics to tire people with the chop chop tactics and waiting 5 hours, especially those who didnt have lunch all they want to do is get out of there! While handed an iPad to sign, the finance manager did not go over the lease return, pricing so NOTHING was negotiated. 

  3) The appearance package (Eckbond) was discussed (FALSE), they just add unauthorized things to squeeze all the can from honest people. I dont even know Eckbond is, first time I hear this. So how is it possible you are claiming the sales person offered this, or finance manager? Rhetorical question. 
  
  4) The three for one was chosen by you for your tire protection (FALSE): no one offered this and added without authorization. 
  
  Remove these two unauthorized, not even mentioned fictitious products (not even in the old fashioned USB drive, and provide a refund via mail to the address you have. Please confirm when this is mailed.
  As I noticed people there are not organized (even maintenance) in and make up stuff, here the address you should have in file (although my email was messed up / miss typed 3 times). 

  Greenway *** and all subsidiaries should officially consider me NO LONGER CLIENT.
  
  ******* ****
  **********************************************
  Orlando, FL 32804
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 05/08/2025

  In regard to your lease had reached maturity you traded it in not turned it in. After reviewing all of your documents you negotiated your trade value and all related pricing fully broken down and approved with your signature for the pricing and payment before going into finance office. Regarding contract signatures we do everything digitally and allow our customers to read and review everything at their own pace and sign. A copy of everything signed was provided on a USB like you stated. The appearance package (Eckbond) was discussed when with the sales *** and agreed to by you before going into the finance office. The three for one was chosen by you for your tire protection, if you believe it was not explained properly please contact the dealership so we can go over it again with you. If after the reexplanation you are not happy with it, we are happy to remove it. We do not understand your reference with bait and switch tactics we are fully transparent with all of our transactions. We are more than happy for you to come in and fully review everything with you like you are requesting. 

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23236742
  
  I am rejecting this response because: My lawyer will be seeking full refund of both packages. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 05/09/2025

  We have been nothing but truthful and transparent throughout our process as we have offered before and will offer again if you would like to come in so your concerns can be discussed further, we are more than happy to. We appreciate your business and look forward to meeting with you in the future. 

  

  Business Response

  Date: 05/28/2025

  We have been nothing but truthful and transparent throughout our process as we have offered before and will offer again if you would like to come in so your concerns can be discussed further, we are more than happy to. We appreciate your business and look forward to meeting with you in the future. 

  Customer Answer

  Date: 05/28/2025

  Attorney is dealing with the complaint. As it was not authorized a paint protection and 3x1 tire protection package - not even mentioned during purchase - Attorney will be dealing with this. So it is not resolved and unless they send a check for the total unauthorized pain protection and 3 4 1 tire, both authorizrized then Greenway will also have to cover my Attorney fees. 

  Complaint: 23236742
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/23/2025

  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.

  Greenway Kia West is the most unprofessional business with very disgusting employees! For the Very short time that I was there, I was being assisted by a representative named ****. He started off the process, which was smooth for the most part. When we couldnt quite agree on numbers, he went to go speak with his manager ***** ****** and that is when the interaction that I had with ****** mahegny turned this experience into a nightmare. ****** approached me and instantly asked me what the problem was instead of greeting me and letting me know who he was like a professional sales associate Would! To which I responded who are you? He then asked to sit next to me in a chair that my belongings were resting on, and I let him know that I feel more comfortable if he sat across from me like the previous sales associate, **** did. In response he laughed in my face and proceeded to take my purse off of the chair, I put my bag back on the chair and ask him what is it that he thinks he is doing when I specifically asked him to sit across from me and not touch my belongings. Instead of engaging further with him, I let him know this interaction was over and I walked over to the desk where his manager Kerem was and asked to speak with him to which he did not want to get out of his chair, and I had to ask him if we could go speak in private. I let him know that the experience that I just had with ****** Made me uncomfortable and because of his unprofessionalism as well as the managers unprofessionalism, they lost out on the sale. when I asked the manager kerem for corporates information he refused to provide it, and he was not helpful during this whole ordeal. He was OK with ****** when he was in the wrong , and did nothing to try to salvage the sale that **** worked hard on. He just sat back and let this child act out in an unprofessional manner while trying to conduct business.

  

  Business Response

  Date: 03/25/2025

  Customer satisfaction is one of our main priorities, and it seems as if we fell short during your most recent visit with us. We understand the car-purchasing process may be stressful and time-consuming, but our staff is dedicated to making that process as fast and easy as possible. If there is anything we can do to fix your experience,please do not hesitate to reach out to General Manager **** at ************ option (0)

• Initial Complaint

  Date:03/20/2025

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Greenway Kia West in Orlando regarding a series of unresolved issues we encountered after purchasing a vehicle from their ************* husband and I purchased a vehicle from Greenway Kia West. Unfortunately, we discovered that the car had a significant leak in the trunk, which caused water to accumulate, resulting in mold. Despite bringing this issue to their attention, the dealership was not helpful in resolving it. Ultimately, we decided to sell the car and purchase a new one, but the challenges continued.When I requested to cancel the ************* and receive a refund, the dealership informed us that we needed to sign a cancellation form. Both my husband and I signed the necessary form, and we were assured that a check would be mailed to us promptly. However, no check was ever ******* November 2024, we returned to Greenway Kia West and were asked to sign another form for the cancellation. We were again told that a check would be mailed, but once again, no payment was received.After numerous attempts to contact the dealership, I was repeatedly transferred to voicemail boxes that were full and unable to leave messages. I never received any return calls. I then reached out to the ************* provider, who confirmed that the ************* had been canceled for some time and advised me to speak directly with the dealership. Despite this, Greenway Kia West has remained unresponsive and unwilling to address the situation.This lack of customer care and failure to meet their commitments has been extremely frustrating and disappointing. We have tried to resolve this matter amicably but have been met with unhelpful behavior at every step.I kindly request that the Better Business Bureau investigate this matter and assist in ensuring that Greenway Kia West follows through on their promises and refunds our ************* payment.

  

  Business Response

  Date: 04/02/2025

  General Manager **** has spoken with customer and addressed concern. If Mrs. ******* has any additional questions, please contact General Manager at ************ option (0)

  Customer Answer

  Date: 04/03/2025

   
  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:01/31/2025

  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.

  STAY AWAY FROM THESE PEOPLE!I bought a used vehicle and the engine broke down a month later. I was sold the extended warranty and the finance department guy, ***** *******, told me I didn't need to bring the car to the dealership and to take it to my mechanic. I brought it to my certified mechanic who filed a claim with Assurant that got denied because it was within what they call Elimination Period. I had to force the dealership to call the extended warranty company in front of me who told us to bring the car back to the dealer for a resolution. The car is now at Greenway ******** so they can file another claim or fix my car. It's been over a week and nobody is doing anything to help me. I've gone there more than 6 times. I need to know who is the owner, general manager or boss that will solve this before I start a law suit.

  

  Business Response

  Date: 02/11/2025

  Customer concern has been resolved, any additional question please contact ** **** ************ option (0)

• Initial Complaint

  Date:01/29/2025

  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.

  Greenway *************************************. We purchase this 2019 Kia ******* with ****** miles. They ask you like Ext Warranty. Oh Yes they give us The Lower one 5 year or ****** miles. We always take it for Services in Greenway *******************************. Under cover warranty we told service the vehicle need Services for Oil Sensor Switch. But they always Reset the oil light and everything backvti normal. Until one week. Them the issue come back again. They keep us like that until warranty expired. Not a Good experience with this Dealership bad Services Experience. In one *********** the leave Oil Filter loose and Almost ruin the engine because of them. Now they not want to be responsible. They not even trying to help us

  

  Business Response

  Date: 02/11/2025

  This complaint belongs to Greenway ********, 

  Please contact Service Manager **** set up appointment to address concern. ************ option (2)

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went looking for used but car that still has warranty left but all of the used cars said as ***** we started to look at new cars and my wife wanted a K5 that they had.We test drove the car and later found out the car was already sold.The sails person assigned to us said they have another one that she could not access on the day which was Sunday.The sales person put some figures in righting and which looked a little high.The sales person said we would need to put a down payment to hold the card for pick up on Monday My wifes credit score was above 730 they said they could not take my money to put down on the car unless I was on the car as ******* we finally got this done and when I got home I went to the *** web and ran the deal we should have gotten (financing with my wifes credit score car 31,000-***** down 7000 trade -800 owed payment 348 offer ends 1-2-25 bout the car before the end date)The next day I told my wife I wanted to pull out of the deal but they already had 3,****** we went to *** west and got with our sales person and I showed her the documents I got from *** web site I she went to the main guy at the counter and came back with adjustments still a little high but my wife really wanted the ****** we went with the new figures.(Wail the sales person left our table I took pictures of the deals as they were being made so I have proof)I am going to set up consultation with by lawyer and Contact the Better Business Bureau, state's *************************** and ************************* We got in the finance office and this is where the real magic happens when youre not looking they set different numbers on the contract. The finance guy was righting on some paper about additional warranty items need I said no next thing I know my wife is on his side. I asked to see documents but ********** to sum up I lost my cadenza due to trade they hit me for ****** car 7.0% 72 months ***** down The car was delivered as if it just came off the truck

  

  Business Response

  Date: 01/30/2025

  General Manager has spoken with customer and reviewed transaction details.  This transaction is finalized trade in cannot be returned to customer.  ****************************** any additional questions or concerns please contact General Manager **** at ************ option (0)

• Initial Complaint

  Date:12/02/2024

  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.

  Called business and representative laughed and said I signed the contract. Would not discuss added on fees to vehicle cost. This company is scamming customers. Fees and finance charges were 50% of vehicle cost

  Customer Answer

  Date: 12/16/2024

  I want a copy of my purchase document showing all charges that were included in the total purchase price that they submitted for finance. I never received this information.

  

  Business Response

  Date: 12/19/2024

  Finance director will contact you today.

• Initial Complaint

  Date:11/25/2024

  Type:Product 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 transaction took place on 10/13/2024. We paid $500.00 to Greenway Kia West for a used vehicle which was a 2016 jeep renegade latitude,we made the transition and everything was fine. Our original sales person by the name of ***** wasn't at the place of business on 10/13/2024 in which ********* already knew the situation regarding the vehicle, in which he was the person that we gave the $500.00 to he gave us a receipt and said that ***** would reach out to Us to finalize the paperwork. Long story short we were back and forth to the dealership to finalize the paperwork and everytime ***** and I spoke via text and I would ask him EVERYTIME that we corresponded if we needed to bring anything and he would say NO. On 10/31/2024 my husband and I returned to the dealership for them to ask us for $500 more dollars in which we declined and told them to give us a refund sense they we NOT trying to work with us at All. They gave my husband a form to fill out to receive a refund check. We were told to us by ***** that it would take 7 days to receive. We HAVE NOT received anything from them and it's been almost a month. When we try to reach out to the business and ask to speak to a manager no one ever knows who that seems to be. We've spoken to ***** on several occasions and all he tells us is that the finance person is NOT there and they don't know what's going on. ***** the appointment setter told my husband that the check was there and for me to come pick it up. I get there and NOTHING is there ?? I was beyond angry. Yet again there's NO manager to speak to. We've continuously reached out to them and still no results. ***** told us if we bring $500.00 more dollars they would put us in another vehicle, which we declined because I refuse to do business with them ever again. We just want our money. They do Terrible business and I will NEVER RECOMMEND THIS PLACE.

  

  Business Response

  Date: 12/06/2024

  Customer received refund.  Any additional questions please contact General Manager.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the dealer April 12th to trade in my car ************ The salesman **** made me feel as if he could get me approved with credit being bad. Upon doing applications and running my credit over 20 times he came back stating I need a co-signer . Which was fine I had my spouse to co sign only to be told at the end of the deal the vehicle was solely in his name . Which was not fine. However we needed a vehicle so he signed the contract . So on April 15 the purchase was done , I advised The salesman **** of the issues the car was having , he began giving the run around on the issues spoken about . 6months into waiting to hear back from the sales person only find out hes no longer with the company. And somehow within 6 months this car now has 3000 worth of work needing to be done . Losing a child 3 months ago and now having to deal with a lemon vehicle being sold to family in a crisis is in sane. Even after bringing the car for inspection and services being told the check engine light was from old codes and only changing the oil to now needing engine mounts /purge valve /and many others diagnoses . My family just was raped during a vehicle purchase only left to decide if we get a repossession on our credit or be homeless and get the vehicle fixed. ****** finance or sales manager was the rudest today and was not even willing to assist with no issue or accepting blame for selling a faulty vehicle. Blame was placed on myself and family for missing one oil change during a life changing experience. The manager has no remorse for anything other than collecting money. Topping on the cake is the salesman is no longer with company however never informed no one of the text messages or phone calls

  

  Business Response

  Date: 11/19/2024

  We understand your concern, but it is the customers responsibility on maintenance of the car that was purchases 7 months ago.

• Initial Complaint

  Date:11/03/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sold them 2 cars (2014 Mini ****** and 2017 Odyssey Van) and bought a 2017 Kia ***** The balance was $135.06 back to us. They stopped payment on the check for no reason.

  

  Business Response

  Date: 11/04/2024

  we reissue a new check, and it will be mail to you!

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22508516
  
  I am rejecting this response because:
  It has been 10 days since their response.  We have yet to receive any payment or even contact to explain what is happening.  I understand that this seems to be their MO.

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

  Customer Answer

  Date: 11/27/2024

  I want to clarify that I rejected the response because it didn't happen, not because we don't want the check.  How do I get a money order instead of a check?  That is the resolution I prefer.  They cancelled payment on a check.  I prefer a money order.

   

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

  

  Business Response

  Date: 12/06/2024

  We tried to contact customer by phone unfortunately we have been unable to reach her.  **************** could please contact General Manager *******, so that we can further address concern.  ************** option (0)

  Customer Answer

  Date: 12/24/2024

  For the record, they did send the check.  I am satisfied with the response.